Complaints

This profile includes complaints for Vail Resorts Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved to ******, and I signed up for the Epic pass in 2020. Neither my husband nor I are sure how we ended up on the auto renew but we can't get off of it. May 2021 the day we were moving out of ******** we had a deposit come out, I spent hours on the phone with **** resorts being directed from this number to the next, then told to contact acmclaims and given an email address, never heard back after multiple attempts and then had the full amount drafted. ******* that up as an unfair loss. December 2021 I called **** to remove us from auto renew (I have phone logs with dates and times from phone carrier), confirmed with vail that this was removed, double checked my online account (it was removed). But again, in May of 2022 a deposit came out this next season and my account again says auto renew. I immediately called **** and was told sorry they can't help me and had no record of me calling in earlier. I am livid! The full amount is set to come out next month. How is it we have gone through all the steps and still can't get taken off auto renew, this feels like a crime! Also the phone operators keep sending you all over the place, it can take hours to get anything resolved. We have met with legal and have them read to help.

  Business Response

  Date: 08/25/2022

  Hello *****************,
  
  We have received your complaint which states that you purchased Epic passes for the 20/21 winter season and unknowingly opted into the Auto Renew program. You moved from ******** in May 2021 and were mistakenly charged a deposit for two passes that you would not be able to use. After speaking with **** Resorts directly, you were advised to reach out to their partner company American Claims Management (ACM) to request to cancel those passes. You never received a response to your requests and were charged for two full priced passes for the 21/22 season. In order to avoid further renewal charges, you reached out to **** in December 2021 to cancel Auto Renew and you state that you were told Auto Renew had been cancelled. Unfortunately,you were recently charged deposits in May 2022 and **** Resorts advised they have no record of your request to cancel Auto Renew for the 22/23 season and that they cannot refund the passes. You have submitted phone records to support your case and believe that you qualify for a refund as you did reach out prior to the cancellation deadline.
  
  We greatly appreciate you taking the time to reach out and to provide the details of your request. **** Resorts is aware of your complaint and they truly apologize for your frustrations. They respect your position and value the feedback you have included.
  
  Based on the information provided in your complaint, and the copy of your phone records you included, **** Resorts did perform a thorough review of their records. They were unable to find any records of a phone call on December 15th from either the phone number indicated on your call log or the phone number included in your complaint. Additionally, the phone number ************, which is provided as the phone number contacted in December 2021, is not a **** Resorts phone number.
  
  While they were unable to find any record of your phone call, **** did advise that they also reviewed their email records. Email communication regarding upcoming Auto Renew charges for the 22/23 season were sent out in March and April 2022 in order to provide adequate time for guests to reach out and cancel Auto Renew if needed. Regrettably, they were unable to locate your email address in their records. Per this confirmation, **** Resorts has cancelled the two passes that were renewed on May 17th and issued a refund of $98 to the credit card ending in 2008. The remaining balance that was set to be charged in September has also been cancelled.
  
  As we previously stated, **** Resorts is truly sorry for your frustrations and for any miscommunication regarding your request to cancel Auto Renew. They have now confirmed that Auto Renew has been cancelled and removed from your accounts which will prevent you from being charged in any future seasons. The feedback you have provided about your experience with Vails customer service team and missing communication history is invaluable to them as they continue to work on improving all aspects of their guests experience. **** wishes you and your family all the best as you move forward.
  
  Sincerely,
  ******

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Epic Pass (ski passes) in 2020. I tried to cancel the passes for the upcoming season 2022/2023, but **** Resorts refused my cancellation request. I discovered that cancellation must be requested via telephone no later than May 15 for the upcoming winter season. That information was burried in various materials, and I did not suspect that requesting cancellation in August for winter pass would be refused. I was not able to find an email address to formally request cancellation. When I replied to emails from EpicPass, I did not receive any response. When I called **************, the representative refused to cancel my passes, without giving me a specific reason. He also refused to send me an email (I requested a written reply). I had unusual financial burdens this year, and I simply cannot afford spending $1,200 for passes I will not use.

  Business Response

  Date: 08/17/2022

  Hello ********************,
  

  We have received your complaint which states that you are currently set to be charged for Epic passes that you need to cancel. You have attempted to cancel your pass but were informed by **** Resorts that your request was not made before the cancellation deadline or via phone call. Due to unfortunate financial circumstances, you cannot use a pass for the coming 22/23 season and you would like to cancel as your request is being made months before the winter season begins.
  

  We appreciate you taking the time to reach out and to detail your concerns. **** Resorts is aware of your complaint and they are truly sorry for the challenges you have faced as well as youre your frustrations. Your feedback is appreciated and **** respects your position.
  

  As you were already informed,**** Resorts sent multiple email reminders to their guests enrolled in Auto Renew regarding the initial deposit charge. These emails also provided information regarding how to cancel Auto Renew prior to the opt out deadline,May 15th. Guests were able to contact **** Resorts over phone or via email in order to request their cancellation. They are very sorry if these emails were mistakenly sorted into a spam or junk folder preventing you from seeing this information.
  

  Additionally, Epic pass products are non-refundable once a deposit has been made. This is addressed in the pass purchase and Auto Renew policies which are presented at the time a guest enrolls in the Auto Renew program or purchases a pass. They are also available for public review on epicpass.com.
  

  While **** cannot assist with directly refunding your pass, they did include Epic Coverage at no charge again this year. This policy provides coverage to guests who experience a qualifying personal event and/or a resort closure event which prevents them from using their pass. To determine if you have had a qualifying event and request a refund for your passes, you can visit the following webpage:?https://www.epicpass.com/info/epic-coverage.aspx 
  
  If you feel you have had a personal event that qualifies, you may request a refund through their partner company, Sedgwick. You can submit your refund request by submitting an online form at https://intake.sedgwick.com/u/****. You can also submit your request by calling Sedgwick at **************.
  
  We regret that we cannot assist with you request. Per Vails standing policies, Epic passes are non-refundable unless a refund is approved under their Epic Coverage policy. **** understands and respects your position and they are sorry for your frustrations. They strongly suggest that you review the Epic Coverage terms and conditions to determine if you may qualify under this policy. If you choose to pursue a refund through Epic Coverage, we hope that it works out to a positive outcome for you and your family.
  
  Sincerely,
  ******

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17716821
  
  I am rejecting this response because:  I did not ask for refund, but I asked not to renew the passes.  The reminders do not "clearly state" the cancellation policy.  Besides, it is the cancellation policy of having to cancel in May, for tickets good starting December is unfair and predatory.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have for the past 4 years held a Military ski pass with **** Resorts, d/b/a Epic Resorts. This year I am unable to use the season pass as my financial and work situation has drastically changed. I paid a nonrefundable "deposit" of $49 for a season pass earlier this year in May. **** Resorts notified me last week they plan to charge me the $431 remaining balance for the 2022-23 season pass in September. I asked to cancel the pass before this September charge date, and offered for them to keep the deposit, seeing as it is nonrefundable. However, Vail's customer service has notified me repeatedly now that I cannot cancel, and that I am required to pay the remaining $431 and take the ski pass.It is August, nowhere near the winter months. I have not benefited from this pass in any way, nor do I intend to. They can keep their deposit. I just want out of the remaining cost for this season.I have been a loyal customer for years. This isn't how they should market or treat me. A "deposit" holds my place. I understand it can be a nonrefundable deposit. But if the deposit is nonrefundable, shouldn't I be allowed to forgo the remaining balance and lose my pass?

  Business Response

  Date: 08/15/2022

  Hello ****************,
  

  We have received your complaint which states that you are set to be charged for an Epic pass which are will not be able to use for the 22/23 season. You initially paid a deposit of $49 and reached out to **** Resorts to request that the remaining balance be cancelled prior to being charged in September. You have requested this cancellation multiple times but have been told your pass is non-refundable despite requesting to cancel months before the winter season beings. You understand that the deposit is non-refundable but still wish to cancel the final balance.
  

  We appreciate you taking the time to reach out and to provide the details of your concerns. **** Resorts is aware of your complaint and they apologize for your ongoing frustrations. Your feedback and your position are appreciated and respected.
  

  As you are aware, **** offers guests the option to purchase their pass in two transactions, one initial deposit and the remaining balance is charged later in the year, or they can purchase their pass in full. **** indicated that you have been enrolled in their Auto Renew program since the 19/20 season. Once a deposit is made and/or the full balance has been paid, Epic passes are non-refundable. This is addressed in the pass purchase and Auto Renew policies which are available on epicpass.com. You are welcome to review them for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  

  Although their passes are non-refundable, due to the ongoing struggles that began amid the ******19 pandemic, **** Resorts has included Epic Coverage with all pass products purchased or renewed for the 22/23 season. This policy provides coverage for guests who experience a qualifying personal event which prevents them from using their pass for an extended period of time. You can review the terms and conditions on Epics website and, if you feel you have had a personal event that qualifies, you may request a refund through our third-party processor. You can submit your request for a refund using this link:?https://intake.sedgwick.com/u/****.
  

  **** Resorts understands your position and, as we stated, they do respect it.However, per their standing policies, they cannot cancel your pass or the final balance without an approved refund through Epic Coverage. They have confirmed that you have been removed from the Auto Renew program for future seasons to avoid any further issues. We hope if you choose to request a refund through Epic Coverage that it will work to a positive outcome for you.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** has dishonest policies regarding auto-renewals. I purchased a season pass for a previous ski season, and am being charged for this season's pass on the basis of an auto-renewal I have no recollection of signing up for. More importantly, I was given no notice leading up to the transaction, but was simply charged and alerted after the fact. This is explicitly in violation of their stated policy (attached), which indicates they would provide notice both 30 and 60 days before charging the deposit. Since I do not see these notices in my records, I have asked for documentation from the company indicating that a) I signed up for this auto-renewal and b) that these notifications were sent to my email address. Despite multiple attempts at getting this information, I have received no proof from the company, nor any attempt at resolution. This is an unacceptable outcome and I do not wish to be charged for this service that I never intended to purchase and will not use.

  Business Response

  Date: 08/15/2022

  Hello ****************,
  

  We have received your complaint which states that you were charged for the Auto Renewal of your Epic pass without being alerted prior to the charge. You do not recall opting into this program and have no email communication from **** Resorts advising of the deposit charge in May 2022, despite **** stating that they did send multiple emails. **** has been unable to provide any documentation supporting any reminder emails and you are requesting to cancel your pass before the final balance is charged.
  

  We appreciate you taking the time to reach out and to provide the details of your concerns. **** Resorts is aware of your complaint and they truly apologize for any confusion as well as the frustration it has caused you. Your feedback and your position are greatly valued and respected.
  

  Per the information that you provided, **** Resorts did perform a thorough review of your Epic account and they reached out to their marketing team regarding all Auto Renewal emails that were sent in March and April. Their marketing team discovered that there were no records of emails sent to the email address provided on your Epic account, ************************* They sincerely apologize that this was not provided to you sooner.
  

  Due to their confirmation that communication was not provided prior to the charge, **** Resorts has returned the pass which was renewed on May 17th and issued a refund of $50 to the credit card ending in ****. You will not be charged for any additional cost in September and you have been removed from the Auto Renew program for all future seasons. A receipt confirmation for this refund will be sent to your email by **** Resorts directly.
  

  Again, **** is truly sorry for any confusion and subsequent frustrations. Epic passes are historically non-refundable products however, as they were unable to communicate with you prior to the initial charge of your pass, they are happy to refund your pass given the circumstances. They are aware that missing communication is detrimental to their overall guest experience and the feedback that you have provided is invaluable to them as they review their current procedures. Your time is appreciated and **** Resorts hopes to see you back on the slopes one day in the future.

  Sincerely,
  Harley

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currenlty trying to cancel an auto renewal on my epic ski pass for the 22/23 season. I put a downpayment on the pass ($49), however between that time and now I have had knee surgery and will not be able to use the ski pass for the season. They have a process to refund me the money after they charge me ($500+), which will occur on September 15. However, it does not make sense that I can't flat out cancel before then, and risk them potentially not refunding me. I am currenlty a student and do not have discrescionary funds to lose out on a ski pass after paying medical bills. I am hoping that

  Business Response

  Date: 08/11/2022

  Hello *********************,
  

  We have received your complaint which states that you are in the process of trying to cancel your 22/23 Epic pass due to knee surgery which will prevent you from using your pass in the winter. Your pass was renewed through the Auto Renew program and you have only been charged a $49 deposit at the moment with the remaining balance set to be charged on September 15th. You would like to cancel your pass prior to the final balance being charged despite being advised by **** Resorts that you will need to wait to have the balance charged and then submit a refund request for the full price of your pass.
  

  We appreciate you taking the time to reach out and to provide the details of your case. **** Resorts is aware of your complaint and they apologize for your frustrations especially given your recovery process. They greatly appreciate and respect your feedback and your position.
  

  **** understands that as a result of your recent surgery, you do not plan to use your pass this season. However, per their standing policies, Epic pass products are non-refundable once a deposit has been made. This is addressed in the Auto Renew and pass purchase policies which are presented and acknowledged at the time guests either enroll in the Auto Renew program or purchase their pass. You are welcome to review these policies for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  

  As you are aware, **** is including Epic Coverage with all passes purchased for the 22/23 season. Epic Coverage provides refunds to guests that are unable to use their pass, for an extended period of time, due to a qualifying personal event. While personal injury is included as a qualifying personal event, there are additional eligibility requirements which are detailed in the Epic Coverage terms and conditions. You are welcome to submit a refund request prior to the final balance charge being made in September.  Unfortunately, **** cannot guarantee that the request will be approved as all requests are handled by Sedgwick.
  

  We regret that we are unable to assist with your request to cancel your pass at this time. Per **** standing policies, without an approved Epic Coverage refund request, Epic pass products are non-refundable and unable to be cancelled. **** certainly understands the challenge you are currently facing and they sympathize with you completely. If you do choose to submit a refund request through Epic Coverage, we hope that it works out to a positive outcome for you.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey there, happy Tuesday. Im currently dealing with an issue where **** is charging a credit card I did not authorize them to use (its new and I didnt add the information myself) for their season pass. They are claiming that I did it myself, but when asked they refused to provide any related information to corroborate their side, and I want the BBB to warn others to watch out for related fraudulent charges with regards to **** in addition to removing my card from their data. The original card ends in **** The fraudulent card is **** I created my account with Epic (****) with card **** winter of 2021. I then received an email from Epic (****) on 3/23/2022 that my card ending in **** would be charged for 49$ plus tax, however it was updated and charged instead to the card **** on 5/19/2022. Recap: I did sign up for auto renew with card ****. Somehow information for card **** is in their system and being charged. I never consented to that card being used. **** will not remove it or provide any evidence of how the card got into their system. They claim I updated the information though I am very positive I did not.

  Business Response

  Date: 08/15/2022

  Hello ********************,
  

  We have received your complaint which states that your 22/23 Epic pass is being charged to an incorrect credit card. The credit card that is currently being charged is a credit card which you never authorized **** Resorts to use and you did not provide the credit card number for them. You have asked that **** explain how they were able to access your new card information and they have not been able to provide an adequate response. You also reached out to them requesting to change the card information before the remaining balance is charged and have been told they will not update the card number or remove it from their system.
  

  We appreciate you taking the time to reach out and to advise us of your concerns. **** Resorts is aware of your complaint and they are sorry for any miscommunication and for your frustrations. Your feedback is greatly valued as is your position regarding the information on your account.
  

  Based on details provided in your complaint, **** did perform a thorough review of your Epic pass account.They advised that the credit card ending in **** was updated on May 2, 2022 automatically. Their accounting department has advised that the credit card information was provided and updated via your credit card company.Unfortunately, they are unable to provide any additional information beyond that and they suggest that you contact your credit card company in order to address any other inquiries you may have.
  

  You also indicated that the original credit card ending in **** is the card that you would like to have charged for your 22/23 pass. Vail has agreed to change the credit card information and they will also recharge the $49 deposit to that correct card per your request.Regrettably, they are unable to recharge or update this card information without speaking with you and without you providing the full credit card number. You are welcome to contact them by calling ************, Vails call center team will gladly update the card number and then process the refund and recharge to the correct cards.
  

  As we previously stated, **** Resorts is truly sorry for the confusion and for the frustration this has caused you. The feedback you have provided regarding this process and lack of communication is invaluable to them and they have assured they will pass your comments along to their leadership and accounting department. **** looks forward to hearing from you so that they can update your information and ensure that the information they have is correct and approved by you. We are confident that **** will make this right and we hope that you are able to enjoy the 22/23 season.
  

  Sincerely,
  ******

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Epic passes ordered late 2021 for 21/22 ski season in 2021 with the assurance of the Epic Coverage in mind. My wife, *****, had high altitude sickness (I am a licensed physician) on 2 consecutive visits to mountain area in 7/21 at ******** Lakes, ** and again in late 8/21 at ************, **. Contacted **** customer Service on 8/31/21 to cancel order and talked to **** (see phone log) who advised me that we would receive an email to file the refund request (none received). **** denied having any record on this phone call. Instead it charged the final balance of 9/13/22. Sent registered letter to **** (1027,22)regarding this issue but received no response. Later I received a note to file with American Claims (medical notes from *************************, MD were provided )which denied my request since its coverage was only for events occurring after the official ski season started. Later was told to file with ******* to which I mailed my documents on 4/21/22 but receiving no response thus far. We have been **** Peak members since at least **** and my wife and I are both over 80s in early 2022. Even without the high altitude issue, we were at high risk of getting very ill or even death from COVID if infected at that time before . vaccines were approved. It appears that the **** Promise or Epic Coverage are worthless and misleading based on our experience. Total ************* of ************ $1,068.00 initial deposit of about $98 for both of us.

  Business Response

  Date: 08/04/2022

  Hello ************,
  

  We have received your complaint which states that you purchased two Epic passes for the 21/22 season keeping in mind that the passes included Epic Coverage. Unfortunately, upon your first trip to one of Vails resorts in summer 2021, your wife suffered severe altitude sickness which prompted you to request to cancel your passes as you would not be able to use them during the winter season. You were informed that you would initially receive an email with information to submit a refund request through Epic Coverage however, you did not receive this email. You later were advised to submit your request with ***** partner company, ******** Claims Management which was denied citing that events which occur prior to the start of the winter season are not covered by Epic Coverage. Additionally, you were also informed to submit a new request with ***** second, newer partner company ******** and that request was also denied.
  

  We appreciate you taking the time to reach out and to provide the details of your case. Vail Resorts is aware of you complaint and they are truly sorry for your frustrations. Your feedback and your position are greatly valued and respected.
  

  As you provided, Epic Coverage is included with all Epic pass products purchased for the 21/22 season. Per the terms and conditions of Epic Coverage, which were published on epicpass.com at the time passes became available for purchase, the policy provides coverage for personal events that occur between December 7th, 2021 and April 17th, 2022;this is considered the Core Season. You are welcome to review the terms of the Epic Coverage policy by visiting https://www.epicpass.com/info/epic-coverage.aspx.
  

  Epic passes are essentially non-refundable products, outside of Epic Coverage, and non-transferable. These issues are addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase their passes. **** has confirmed that guests are unable to complete their purchase without agreeing to these terms. This policy is also available for your review on epicpass.com.
  

  As we previously stated, Vail Resorts does respect your position and they respect your decision not to use your passes due to health concerns. Regrettably, per their standing policies, your Epic passes are non-refundable without an approved Epic Coverage refund request. If you have physician documentation which supports your inability to use your passes, for 30 days or more, throughout the core season, you are welcome to appeal your denied case with ********. If you do choose to appeal their denial, we wish you all the best and that it works to a positive outcome.
  

  Sincerely,
  ******

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17649175
  
  I am rejecting this response because: See previous attachments sent earlier. Just to inform you that I thought the age of 84  on my doctor's note ( *****************) was incorrect but indeed it was. Copies of these two documents from **************************** were sent to both American Claims then mail to ******* some time ago if you care to check the age out. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/16/2022

  Hello ************,
  

  Thank you for following up on your initial complaint and for providing additional information regarding your request. We understand that you did provide physician documentation that supported your heightened risk for COVID-19 due to your age.
  

  As we previously mentioned, Epic Coverage provides refunds to guests who experience a qualifying event. Personal illness is included as a qualifying event however guests must provide documentation from a physician supporting their diagnosis after they purchased their pass and/or the worsening of symptoms ultimately preventing them from using their pass for a minimum of 30 consecutive days. Seven of those days must fall within the core season. Regrettably, increased age and general hesitation due to COVID-19 concerns are not eligible refund events.
  

  We are truly sorry that you were unable to enjoy your passes and Vail Resorts apologizes for your frustration. Unfortunately, based on the information provided in your complaint, **** cannot review your request any further. Again, you are welcome to appeal ********* denial of your request however, without a qualifying event, your passes will remain non-refundable. We regret that we are unable to assist you further but we hope that you and your wife have continued to stay healthy and safe.
  

  Sincerely,
  ******

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17649175
  
  I am rejecting this response because: Please review ***************** note stating that ******************* would be permanently prohibited from snow skiing in mid-Feb 2022 after we informed  him of *****'s high altitude sickness episode. This would certainly cover more than 30 days of the core ski season.  As for me, at age 84, I was not about to ski alone aside from the risk of COVID 19 infection at my age. Indeed both of us caught COVID while on a cruise in July 2022 and still suffer from long COVID symptoms now despite having been double boosted. I realize that **** is not likely to refund us and its customer service had been abysmal at best. I just want my opinion to be published for the public domain so that others will not be misled by the Vail Promise. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/01/2022

  Hello ************,
  
  Again, we thank you for following up on your initial concerns and for providing additional information. Per your request, Vail Resorts did review the documents that you provided supporting your inability to use your passes throughout the core season. They reached out to ******** to request an appeal of their original denial and ******** then completed an in depth review of your request as well.
  
  After their review, ******** advised Vail Resorts that they do believe you and your wife are in fact eligible for refunds of your unused 21/22 passes and they have since gone back and approved your refunds. The funds will be returned via a check in the mail,one for yourself and one for your wife. ******** also advised that these checks tend to arrive within **** business days of them being mailed out. However, if you have any questions or concerns, you are welcome to contact ******** to address them.
  
  We are truly sorry for the complexity of your case and for your ongoing frustrations. Vail Resorts does truly appreciate the time you have taken to provide feedback to them and they assure that they will review their Epic Coverage policy for coming seasons. We are glad that this has resulted in a positive outcome and that you and your family will be reimbursed properly.
  
  Sincerely,
  ******

  Customer Answer

  Date: 09/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,I am the Executive Director of a local Newspaper in ********** ********. Earlier this year I asked to be taken off the Auto Renew program and I was charged $50 in May for a deposit on a new season pass. I have had some medical issues that required me to go into the Emergency room twice in May/June and did not see that this charge was placed within the 72 hours of it being charged, so I could cancel it. With me facing lots of medical bills and surgery later this year. I am not sure I will be able to ski this year and would like to cancel the Season Pass. My priority for my life is my health and not a season pass right now.****

  Business Response

  Date: 07/29/2022

  Hello ***********************,
  

  We have received your complaint which states that you requested to cancel the Auto Renewal of your Epic pass for the 22/23 season earlier this year. Regrettably,you were still charged a $50 deposit in *** and were unable to reach out within the allotted time frame to cancel due to ongoing health issues. You cannot use a pass for the 22/23 season and are requesting to cancel the pass after already requesting to cancel prior to *** 2022.
  

  We greatly appreciate you taking the time to reach out and provide the details of your case, especially given your ongoing health struggles. **** Resorts is aware of your complaint and they apologize for your frustrations. They also sympathize with you given the challenges you continue to face and your health concerns.
  

  With regard to the Auto Renewal of your pass, **** has provided that the deadline to opt out of this program was *** 15th, 2022. They did send out multiple email reminders to guests enrolled this program providing contact information in the event that a guest would like to opt out. As you indicated that you head reached out early in the year to cancel, **** did review your account and their email inboxes for any email communication. Unfortunately,they indicated that there was no record of a phone call and they were unable to find any email requests made prior to *** 15th. If you have any documentation to verify when you reached out, **** would be happy to review your case further for the possibility of refunding the deposit and cancelling your pass prior to September when the full balance is charged.
  

  Regrettably,without verification of your request prior to that date, **** is unable to cancel your pass for the coming 22/23 season. Epic passes are essentially non-refundable products which is addressed in the pass purchase policy as well as the Auto Renew policy at the time guests purchase a pass product. These terms and conditions are presented and must be agreed to prior to completing a pass purchase.
  

  However,**** has also indicated that they included Epic Coverage, at no additional cost, with all products purchased and/or renewed for the 22/23 season. Epic Coverage provides refunds to guests who are unable to use their pass after experiencing a qualifying personal event. You are welcome to review the terms and conditions of Epic Coverage to determine whether you may qualify for a refund by visiting https://www.epicpass.com/policies.If you do believe that you qualify for a refund you can submit your request with Sedgwick, Vails partner company, by calling ************** or by submitting an online form at https://intake.sedgwick.com/u/****.
  

  We regret that we are unable to assist further with your request to cancel your Epic pass. Per Vails standing policies, passes are non-refundable unless a refund is approved through Epic Coverage. As we stated,**** is happy to review your request to cancel the Auto Renewal of your pass once they receive documentation confirming your request was initially made prior to *** 15th. We hope if you pursue a refund with Sedgwick that it works out to a positive outcome for you.
  

  Sincerely,
  ******

  Customer Answer

  Date: 07/30/2022

  I will be reviewing the policies with my lawyer to see if there is an opportunity for a class action lawsuit as the internet is riddled with similar issues raised online. The policy is abhorrent and shows no empathy towards humanity or what might transpire to your customers, it is simply about greed. 

   I will definitely be writing an article and posting on our social media channels about my experience in hopes other people will follow suit and never buy or stay at a **** resort property again. Please remove me from any further charges or season passes. **** Resorts has lost at least one customer and I hope by sharing my health issues and experience many more will follow suit.

  Complaint: 17636603
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a season pass from Epic Pass, a season pass company run by Vail Resorts, on September 6th, 2021. I bought this season pass for the upcoming snowboarding season for $480. This pass allows you to go to mountains owned by Vail Resorts as many times as you would like throughout the season. However I was only able to snowboard one time during the season because on 12/16/2021, I dislocated my right shoulder which prevented me from snowboarding for the remainder of the season. Luckily, the pass has Epic Coverage, which gives partial refunds depending on how many times you were able to use the pass during the season and as long as your incident falls into the covered policies. So on March 21, 2022, I filed a refund request stating that I couldn't use my pass this season since I dislocated my shoulder. I submitted all the medical documentation required and my injury was covered in the list of covered options. I received an email stating that my refund request was denied because my note from my physician was written and signed by thyself and not a physician, which is false. So I called and questioned this and they told me that it didn't have the correct information on the script from my physician. So I called again as time went by to try and resubmit my refund, but was told that my refund was denied because I filed the claim outside of ************************************************************************************************************ first representative had told me. So now they are stating that I can get no refund whatsoever because I filed outside of my 30-day initial injury date. Based on the Epic coverage terms and conditions I was supposed to be refunded 86% of my pass of $480. Yet to my submittal date I will not be receiving any of it. I told them that I am a recurring customer and am planning to purchase another season pass for the next season and that any credit or refund would help and they told me no. I will no longer be a customer to Vail.

  Business Response

  Date: 07/25/2022

  Hello, ***************,
  

  We have received your complaint which states that you purchased an Epic pass in September 2021 for the 21/22 winter season. Unfortunately, in December 2021 you injured your shoulder which prevented you from using your pass throughout the season. You submitted a refund request through Epic Coverage, as this policy is included with all passes and provides refunds for unused or partially used passes. Per the terms and conditions, you provided medical documentation supporting your injury but your request was denied citing that you did not submit your request within a timely fashion. You are still requesting a refund of 86% based on the information provided in the Epic Coverage policy.
  

  We appreciate you taking the time to reach and to provide the details of your situation. Vail Resorts is aware of your complaint and they apologize for your frustrations.Your feedback is greatly appreciated and they do truly respect your position.
  

  As you already indicated, Vail Resorts did include Epic Coverage with all pass products purchased for the 21/22 season. While personal injury is included in the list of qualifying personal events, the Epic Coverage terms and conditions do also state that all requests must be made within 30 days of your qualifying event occurring. This is addressed in section E. Personal Events, subsection 4, How to Request for a Personal Event Refund, which states that guests must submit their request within 30 days of the qualifying event and that untimely submissions may be rejected. Based on the information provided in your complaint, you did not submit your refund request until March 2022 which is more than 30 days after you sustained your injury.
  

  While Vail Resorts greatly values your loyalty as an Epis pass-holder, they are required to uphold their standing policies. Outside of an approved Epic Coverage refund,all Epic pass products are non-refundable. You are welcome to review the pass purchase policy for your records by visiting https://www.epicpass.com/policies?tc_1=2.
  

  We certainly understand your disappointment and frustration with these policies and we regret that we cannot assist you. However, this information has been in place for public viewing and review for each season and during the purchase process which is to be reviewed again prior to finalizing the season pass purchase. As a result of these standing policies, Vail Resorts unable to accommodate your request and they can no longer review your request further. They thank you for your understanding and wish you all the best.
  
  Sincerely,
  ******

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2021, I purchased an Epic Season Pass for the 2021-2022 ski season. When I purchased my Season Pass a year and a half ago, I enrolled in the auto-renew for the 2022-2023 season pass.In May of 2022, I was charged $50 for the auto-renew, with the knowledge that I would be charged the remainder of the balance ($734) in September of 2022. I went online to cancel the full auto-renew as I was unsure if I'd be able to ski the upcoming season. There was no way to cancel online, and I had to call customer service. I was not able to call on that day, so I pushed off the call. Today, July 20th, 2022, I called customer service to cancel the remaining charge, and to downgrade my pass. I was told on the phone that I needed to call within 72 hours of the original $50 charge (in May of 2022) to cancel the forthcoming $734 charge. The 72 hour policy is not shown anywhere online, and was not in the receipt for the $50 charge. The customer service agent on the phone today informed me that it was in the original terms and conditions from the May 2021 auto-renewal sign up.

  Business Response

  Date: 07/25/2022

  Hello *********************,
  

  We have received your complaint which states that you purchased an Epic pass for the 21/22 ski season and that you enrolled in the Auto Renew program at that time.You were charged the initial deposit for a 22/23 pass in May 2022 and attempted to cancel the charge of the remaining balance by going online to your Epic account. You were unable to cancel your pass online and contacted Vail Resorts over the phone where you were then told that you were unable to cancel or downgrade your pass for the coming season. They advised of a ************************************************ downgrade their purchase which is not detailed in any of Epics terms and conditions.
  

  We appreciate you taking the time to reach out and to provide the details of your situation and you complaint. Vail Resorts has been made aware and they apologize for your frustrations. They greatly appreciate your feedback and respect your position.
  

  As you are aware, guests have the option to enroll in the Auto Renew program at the time that they purchase an Epic pass product and at any point throughout the season.Guests are also given the option of opting out of Auto Renew at any point throughout at the season as well. Additionally, Vail Resorts does send out reminder emails to their guests enrolled in Auto Renew advising them of the date that their initial deposit will be charged and providing information on how to cancel the renewal of their pass if needed. The deadline to opt of out the program for the 22/23 season was May 15th, 2022 per the email communication confirmed by Vail.
  

  Epic pass products are historically non-refundable. You indicated that you were told that the cancellation window was only 72 hours after your purchase and/or deposit was made and that this information was not readily or clearly stated in the Auto Renew terms and conditions. Vail does acknowledge that they do offer a 24 hour buyers remorse window which allows guests that reach out, either through email or over the phone, within 24 hours of their purchase to request it be cancelled. They also offer a 72 hour downgrade window allowing guests to contact them within 72 hours to downgrade their pass product. These are both offered at the discretion of Vail Resorts and are not included in the terms and conditions as Epic passes are essentially non-refundable products. This is addressed in both the Epic Pass purchase policy as well as the Auto Renew policy.
  

  However,Vail has provided that they are including Epic Coverage with all passes purchased or renewed for the 22/23 season. This policy is included at no additional cost and allows guests the option to request a refund for an unused pass if they experience a qualifying personal event. They have posted a detailed list of qualifying events as well as the terms and conditions of Epic Coverage and their website; you are welcome to review this information be visiting https://www.epicpass.com/policies.However, outside of an approved Epic Coverage request, all Epic pass products are unable to be cancelled, refunded, and/or transferred to another season.
  

  We certainly understand your frustrations and we regret that we cannot assist with your request to cancel or refund your pass. While Vail truly does respect your position, as a result of their standing policies, they are unable to accommodate your request. They strongly suggest reviewing the Epic Coverage policy to determine if you may qualify for a refund through this policy. If you do choose to submit a refund request with their partner company, Sedgwick, we hope that it will provide a positive outcome.
  

  Sincerely,
  ******