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 has 18 locations, listed below.

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  The Village at Breckenridge

  535 S. Park Ave. Breckenridge, CO 80424

• 

  Vail Resorts Management Company

  548 S. Frontage Rd. Vail, CO 81657

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

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  Mad River Mountain

  1000 Snow Valley Rd Zanesfield, OH 43360-9774

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:07/14/2022

  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 Spring 2021 I purchased a full Epic Pass for alpine skiing. That summer I incurred a serious injury to my ankle that destroyed cartilage and caused a lot of pain. My doctor said I should not do any sports that hurt it, so I stopped running, basketball, water skiing, and snow skiing. I tried multiple therapies to no avail. I never used the pass. I sent all of this information, as required by ****, to their relevant offices, to include medical files and a letter from my M.D. They refuse to provide a refund despite their own policy and the norm in the industry.

  Business Response

  Date: 07/15/2022

  Hello ********************,
  
  We have received your complaint which states that you purchased an Epic pass for the 21/22 season which you were unable to use. Due to an injury you sustained in the summer prior, you were advised not to partake in strenuous activity and you submitted a refund request under the Epic Coverage policy. Despite providing supporting documentation from your physician, your request was denied and you did not receive any reimbursement for your unused pass.
  
  We appreciate you taking the time to provide the details of your situation. Vail Resorts is aware of your complaint and they truly apologize for your frustration and for the challenges you have faced. They also greatly value your feedback and your position.
  
  As you are aware, Vail Resorts included Epic Coverage at no additional cost with all pass products purchased for the 21/22 season. This policy provides reimbursement to guests that are unable to use their pass due to a qualifying personal event. A detailed list of qualifying events is provided on epicpass.com under the Epic Coverage terms and conditions. While personal injury is listed as a qualifying event, there are additional eligibility requirements included which must be met in order to qualify. In addition to providing physician documentation supporting your injury, the Epic Coverage policy also states that requests must be made within 30 days of your qualifying event occurring. Untimely submissions can and will be denied by Vails partner company, Sedgwick.
  
  Per notes provided by Vail and by Sedgwick, they advised that your refund request was made in March of 2022. You indicated that your injury was sustained in the summer prior to the start of the 21/22 season. As this was more than 30 days prior to your request submission, Sedgwick denied your refund citing an untimely submission.
  
  Outside of Epic Coverage, Epic pass products are non-refundable.This is addressed in the pass purchase policy which is presented and acknowledged at the time guests purchase a pass product. Vail has advised that guests cannot proceed with purchasing their pass without agreeing to these terms. You are welcome to review this policy for your records by visiting https://www.epicpass.com/policies,
  
  We certainly understand your concern and frustration. As mentioned, Vail is also truly sorry that you were unable to use your pass for the 21/22 season. Unfortunately, per their standing policies, we are unable to assist with your request for a refund. Vail welcomes you to review the circumstances of your case and, if you feel that your request was denied incorrectly, you are able to appeal the decision made by Sedgwick. If you do choose to appeal their decision, please send any communication to Sedgwick via email at *************************;we hope the outcome will be a positive one.  
  
  Sincerely,
  ******

  Customer Answer

  Date: 07/16/2022

   
  Complaint: 17567030
  
  I am rejecting this response because:

  My initial attempt at contact was when the injury occurred.  I made 34 attempts, all of which resulted in long hold times, between the time of the injury and the filing of the online claim. ******** addition, the filing was delayed by repeated requests for more information, including PII, by Sedgwick.  However, it took months to contact **** and for them to get me Sedgwick's contact info, which was news to my and my doctor. ******** fact, two visits to the **** counter at ******** in ** suggested that no one there knew anything about Sedgwick.

  At no time did **** suggest that there was a time limitation. ********deed, that would be illogical and likely illegal.  Medical pathologies by definition have a life in which conditions change.  I underwent PT and injections to see how it reacted.  The assignment of a date from which to begin a "30 day period" is arbitrary.

  The new policy statement is different from the old one, and now is complete with highlights. 

  I look forward to publicizing the response.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2022

  Type:Customer Service 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.

  On June 11, 2022, I went online to purchase a 1 day pass for each member of my family a couple of weeks ago for our trip this July 2022. Well, the one day passes were not labeled well, so when I got my confirmation it said Winter 2022/23. I immediately called to explain that I was not traveling in the winter, and that my vacation was as scheduled for this July. I wasn't asking for ANY money back, just to simply switch to the correct season. I was told that I needed to call ANOTHER company who handled cancellations. Only to find out that the "coverage" did not cover accidental purchase, even if it was 5 minutes ago on the website. Total rip-off! They are hoping that people give up and let them keep their money. This company wants you to have a doctor fill out paperwork, your job wrote to them about your termination, all just to SWITCH a one day pass. They are trying to keep my $577, even though I called right away and 4 times since to remedy this. Services not rendered. SCAM ALERT!! This company does not ethically run or managed.

  Business Response

  Date: 07/19/2022

  Hello *************,
  
  We have received your complaint which states that you purchased multiple Epic day passes with the intention of using them in July 2022. You then realized that pass products are not valid during the summer and reached out to **** Resorts in order to cancel your order and/or change the passes into summer lift tickets. Despite reaching out shortly after your order, you were informed that passes are non-refundable and told to contact a separate company to request a refund of the unnecessary pass products. That request has since been denied citing that you do not qualify for a refund based on a mistaken purchase and/or being unable to use the product.
  
  We appreciate you taking the time to reach out and provide the details of your case. **** Resorts is aware of your complaint and they sincerely apologize for your frustrations. Your feedback regarding your recent experience as well as your concerns are greatly valued by **** and by their partner company, Sedgwick.
  

  As you indicated, unfortunately, Epic day pass products do not provide summer access.**** apologizes for any confusion surrounding their website. They were able to confirm that their website, epicpass.com, does include a section which indicates which pass products include summer gondola access. That information can be found by visiting the link below.
  https://www.epicpass.com/passes/epic-pass.aspx
  

  Additionally,Epic pass products are historically non-refundable products. That said, based on the information you have provided in your complaint, **** did complete a thorough review of your case and they were able to confirm that they did receive a phone call from you on June 11th. While pass products are non-refundable,**** does offer a buyers remorse window of 24 hours in which guests are able to reach out and cancel the pass product(s) that had been recently purchased.They have approved the refund of the seven, day passes which were purchased for you and for your family. You will receive a refund of $577.95 to the original credit card used to complete your purchase.
  

  **** has also provided that they have reached out to their partner company, Sedgwick, in order to cancel the pending Epic Coverage case that you had opened per their original instructions. They are truly sorry for the miscommunication which led to your ongoing frustration. They also assure that they will use your comments and your perspective as they continue to review their standing policies in hopes to improve upon their guests experience.
  

  We are glad that **** Resorts was able to ultimately resolve your request and provide a positive outcome. Any additional feedback you may have is greatly appreciated and valued by ****.
  

  Sincerely,
  ******

  Customer Answer

  Date: 07/19/2022

   
  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. Thank you so much for your help with resolving this matter. 
  
  Sincerely,
  
  *********************