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

• 

  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

• 

  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:01/18/2025

  Type:Sales and Advertising 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 paid a downpayment for my son's (******** *****) student epic northeast ski pass in April. I received an email that said I needed to update my credit card, make sure his photo was uploaded and sign the waiver. I did these things. This is the third pass I've purchased. I had no reason to think it wasn't done. In fact, the website indicated "approved" on his profile, and I purchased 2 more passes with the same account in September 2024. In Dec,I logged in. The balance had not been run, despite an updated card on file. His pass said "inactive." I called. The man said he fixed it and ran my card for $372. He explained the pass was "inactive" because I had inadvertently clicked on college student pass rather than student pass, and I needed to upload a ***ort card to prove he was a student. I explained that there must be some error because my son is a student in high school. At no point did any communication indicate the "college status." Answer: "No problem" I will make that change. Ok. Everything is fine." I said, "He's set to go skiing, right?" Answer: "yes." Today, I logged onto his account: "Inactive." I called. I was told that the college student-error was the problem, and it's past the date, so I owe them $149 which is the price difference now. I relayed what had happened, said that I had called before and fixed it. Answer: "There is nothing we can do. You have to pay $149, which is the difference because it's 2025 and prices have gone up. I said, "But, you've had my downpayment since April, and you had the balance a month ago and said things were fine." Answer: "I'm sorry, but it's $149. I asked to speak to someone else. The next person gave me the same line. I finally said, "Fine- charge my card. Then, he said, "It will be $270." I said it was $149 45 minutes ago. Answer: "I don't know why she gave you that price. It's $270." I ended up canceling the pass and spending another $138 for only 5 days of skiing. The *** seemed nice--nothing he could do.

  Business Response

  Date: 01/23/2025

  Hello, *** *****,
  

  We have received your complaint regarding the Northeast Value Student pass that you purchased for your son. You purchased his pass back in April 2024 without any issue and only recently discovered that it was inactive due to missing college verification. You were not aware that you had purchased a college pass for him nor that verification was required to activate his pass. Upon reaching out to Vail Resorts to clarify the details of his pass and were told that you would need to change his pass type and pay an additional cost since he does not qualify for a college pass. Additionally, you were told different prices for the pass change when speaking with different representatives.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they apologize for any inconvenience this experience has caused your family. While they recognize the simple mistake, **** did advise that they have only ever offered a ***************** Pass or a Northeast Teen Pass. When guests purchase a college pass online, there is additional information indicating that the pass-holder will need to provide proof of their college enrollment prior to using their pass. If a guest purchases a college pass but does not qualify,they are able to move into the correct pass type and pay the difference.
  

  Per their records, **** indicated that they were able to assist you in changing Benjamins pass. It appears that it was changed to an Epic 5-day Pass. Per Vails policies, upgrades are processed based on pricing at the time the request is made. As the request to change his pass type came at a later date, pass prices have increased since you initially purchased the college pass in April. They do apologize for any miscommunication regarding the price but assure that the price paid on January 18th was correct.
  

  We regret that we are unable to assist with your request to grant your son access at the price you originally paid. However, per Vails policies, guests must verify their college enrollment in order to use a college pass product and if they do not qualify, they must change to the correct pass type. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** wishes you and your family the best and they hope that you are still able to enjoy the 24/25 winter season before it ends.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 been experiencing numerous difficulties with registering an Epic Ski Pass for my child and had questions about how it works since I have never purchased an Epic Pass in the past. The app and website are not functioning properly and I reached out to customer service via chat for assistance on January 8, 2025. The first ***** disconnected me. The next ***** I connected with was unable to help, gave me incorrect instructions, and kept trying to end the conversation abruptly despite my unresolved problems getting into my account. After an hour of going in circles with her, she told me she wanted to reset my password and access my account. At that point, I finally requested to be connected with a supervisor for better assistance. She refused and told me to send an email to the general email address for season passes. I again requested to escalate my concerns of the registration error to a supervisor. I was told my only option is to email or phone. I asked who to speak to and she told me she has a manager but refused to tell them I request a callback about the pass and her, and refused to provide a name for the contact person or department. Then I was disconnected by her. I sent my email that evening, January 8. No response. I emailed again on January ***** response. I emailed again on January 13. No response. On January 16, I went through the chat in an attempt to obtain an address to put in for the BBB complaint and was told they dont have an [sic] info for the address of the headquarters and I should try Google.I have repeatedly attempted to contact the business to activate my childs pass. The customer service representatives are condescending, unfamiliar w/ the app/website, and unhelpful. The company is unresponsive. I requested to connect with a supervisor due to the manner in which the representative conducted herself and to find someone competent to resolve the issue. Without their assistance, I am unable to use the ski passes I purchased.

  Business Response

  Date: 01/22/2025

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

  We have received your complaint regarding your recent experience with Vail Resorts while trying to activate your sons Epic Pass. As a new Epic Pass-holder, you had questions about accessing your Epic account and making sure his pass is active for the 24/25 season. Unfortunately, your questions were not answered, and you were passed around to a few different representatives who were unable to help you.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your concerns and they regret any miscommunication or confusion which has prolonged your frustrations.They assure that they will be reaching out to the representatives you spoke with to provide coaching about future guest interactions. They also indicated that upon review of your account, and your sons account, both Epic ***** Passes are active and liability waivers have been signed. They did provide that they are still missing a photo for your sons pass which is why it has not been printed or shipped to you. You are able to upload a photo through your online account, either by logging in via the My Epic App or through **************************. If you continue to experience issues uploading a photo, you can also have his photo taken in person by visiting a ticket office at any Vail owned resort.They can also print his pass card at that time as well.
  

  Vail strives to provide a positive experience for all their guests,and they regret that you did not have that. They would be happy to answer any additional questions that you may have. You can contact them by calling ************ or by sending an email to [email protected] assure that your concerns will be fully addressed if you do reach out again and they look forward to welcoming you and your son to the slopes!
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22817895
  
  I am rejecting this response because:
  

  While I do appreciate the respectful response, I am still unable to get into the account and complete the registration. It is still the same error message I provided in the chat. 
  I had specifically requested assistance from a supervisor numerous times.
  
  I need to be able to get into the account to complete registration and I cannot do that. I was clear about that in my chat with the woman who refused to escalate to her supervisor, the woman who gave me a general info email address from which nobody responded. 
  
  I am again requesting assistance from someone with knowledge in completing the setup of the two accounts. I understand you are saying we can go to the ticket office although we were trying to save time at our arrival. We needed the physical passes before February vacation (2/15) or otherwise please just refund the costs so we can go elsewhere. (I would actually prefer that at this point.)
  It shouldn't be this difficult.
  Thank you.

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

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an epic pass this year to take an international trip to ******* Switzerland and contacted **** customer service before buying the pass and booking my trips. I was informed by customer service that no additional requirements are required, just show up with my pass an a photo ID.When I got to Verbier this was not actually the case and I had to buy additional tickets. I then tried to go to ************* (2 hour drive away also on the Epic pass) and the access roads to the mountain had been barricaded with snow and while the Resort was open online there was no access to lifts. (the city roads however were clear)I called Epic to discuss, and they said there was nothing they could do about it. I'm never buying this pass again.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 this website:*********************************************************************** Epic Mountain Express advertises:"Winter Fares: From $59 to ****************************** Location) or $48 for Epic Pass Holders"However, upon attempting to book such a shuttle and speaking with customer service, these fares are actually not available until April/May (which is, by definition, not the Winter). I booked a flight to ****** and accommodation in ************ under the assumption that i could take a shuttle for approximately $50-60 with my Epic Pass. However, now they are saying that it is about $100 each way, which is nearly double what they advertise.

• Initial Complaint

  Date:01/10/2025

  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.

  I ordered an epic pass from Vail for the 24/25 ski season in March 2024. This pass was a college pass. At the time of purchase, they did not require any documentation to prove I was in college. I was planning on taking a couple courses this year but over the summer decided not to. At this point I noticed my pass had a notification on it saying it could not be used so I reached out to customer service. They informed me that I need to provide college documentation, I could not do that because I was no longer planning on taking classes. Because of this they gave me the option to upgrade to the full price pass, I did not want to do this. They told me that at a certain point any pass that did not have documentation would be refunded so I said okay and left it alone for a few months. In the fall I reached out again and got the same response each time they said they could not tell me when a refund would be issued. Then last week I reached out again and this time they said I was not eligible for a refund. So they essentially stole $426.95 from me because they are refusing a refund (even though they promised me one) and I am not able to ski because my pass is inactive.

  Business Response

  Date: 01/22/2025

  Hello, *** ****,
  

  We have received your complaint regarding the College Epic Pass that you purchased for the 24/25 season. At the time that you purchased your pass you were still a student and intended to take additional classes in the 24/25 school year. However, you later decided not to enroll in classes. In September,you reached out to **** Resorts to inquire about the status of your a** and you were informed that it was inactive because you needed to provide your college verification. At that time, you were no longer a student and did not qualify for the college pass. You asked a representative what would happen if you do not qualify and they advised that your pass would be automatically refunded. As you had not seen a refund come through you reached out to **** once again and this time thy advised that your pass would not be refunded, and you would have to upgrade the pass in order to use it.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your frustrations and they regret any miscommunication that has caused you any inconvenience. However, upon review of your request by ***** leadership team, they did confirm that refunds are not issues for college passes due to disqualification. They are aware that this was not clearly explained to you when you reached out to their team, and they assure that they will be in touch with the representative you spoke with to provide coaching and clarification.
  

  Although they cannot assist with refunding your pass, **** did advise that they will gladly assist you with upgrading your pass to an adult pass product if you still wish to use it this season. If you are still seeking a refund, they also confirmed that all Epic Pass products included Epic Coverage.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event. You can find a detailed list of qualifying events as well as details on how to submit a refund request on **************************.
  

  We regret that we are unable to assist with your request to refund your 24/25 College Epic Pass. However, per Vails standing policies and procedures, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome. They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22795296
  
  I am rejecting this response because:
  
  I would absolutely NOT like to pay to upgrade my pass. Especially because the season is now half way over. The customer service I have been provided is unacceptable and the fact that you are refusing to provide me with any money back is also unacceptable. You have stolen $421 from me. As I have said previously I am not against taking legal action in this case. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/08/2025

  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.

  I purchased an active duty military epic pass from your company. I was speaking to a ***resentative as I missed the epic pass sale and wanted to see if I could purchase one. The agent stated yes and quickly took my payment. The pass was active the first and they did not tell me I needed to verify my status as I only wanted to renew it and they did not tell me it was non refundable! The next day I traveled to hunter mountain where they said my pass needs to be verified my status and I wont be able to use this today. I ended up having to purchase a lift ticket there. Come to find out I was doubled charged a lift. So not only was I charge 250$ for the epic pass but charged twice for my lift ticket day off. I then went in and put my information to verify the status of the epic pass. I then get an email that say Im denied b/c I am a vet and not an active member. I just became a vet this month! I need you guys to either refund me or allow me to use my epic pass for the price I paid. It crazy your company doesnt accommodate military service members weather active or vets. You took my money 3 times and now I cant use my epic pass either? So I lost out on a lot of money. Please refund me or allow my pass to go through for this season and next season I will purchase the vet pass. Your agents need to be trained and shouldnt take money without disclosing that the ticket was not only non refundable but wont go through. I told the *** that I am a vet as of Jan 2025. They stated it will go through and took my payment. Fix this asap!

  Business Response

  Date: 01/21/2025

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

  We have received your complaint regarding the ************* pass that you purchased recently. At the time you completed your purchase you were not informed that you would need to verify your Active-Duty status in order to use your pass. Regrettably, you no longer qualify for the active pass as you have moved into veteran status. You reached out to Vail Resorts requesting to cancel the pass but they advised they could only upgrade the pass for an additional cost. You are seeking a refund of your military pass or asking that they let you use it due to miscommunication.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret any miscommunication that has prevented you from using your pass product. While they cannot change the pass to a **************** Pass and keep the same price,they did confirm that they are able to refund your current *************** pass due to not qualifying. **** has asked that the Better Business Bureau confirm with you that you still wish to cancel and refund the pass instead of up upgrading for the additional upgrade fee. They recognize your frustrations but did confirm that the Veteran Pass price may be a better deal for you depending on how often you plan to ride this season.
  

  If you do wish to cancel your current *************** pass to receive a refund, please respond to this communication to confirm. Vail will then process the refund to the original method of payment. However, if you decide that you would like to upgrade, please reach out to Vail Resorts directly. They will gladly assist you with that process.
  

  Vail Resorts looks forward to your response so that they are able to help resolve your concerns and frustrations. They thank you for your patience throughout this process and wish you the best.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/21/2025

   
  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 for your response, ******. I confirm that I would like to cancel my current *************** pass and proceed with the refund. I appreciate your assistance and prompt resolution. Thank you.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/24/2025

  22786981 
  
  
  -hi my name is ******* *******. I was told I would receive a refund from the business. Its been a few days now and they have not processed a refund. I called the business as well and they stated they cant do a refund.
  
  
  Are we able to reopen the case until the refund has been processed properly? 
  
  
  Best 
  

  
  

  Business Response

  Date: 01/29/2025

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

  Thank you for following up on your initial complaint to inform us that your refund had not yet been processed. Vail Resorts had been awaiting further confirmation from you that you did wish to proceed with refunding the pass. We have reached out to Vail Resorts to inform them that you would like to proceed with a refund and they have processed that for you. They issued a refund of $242 back to the credit card ending in 5323 and a receipt has been sent to your email address.
  

  Vail Resorts is truly sorry for the length of time it has taken to resolve your concerns. They thank you for your service and hope to see you on the slopes again soon!
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 had started the chat based on a less-than-ideal ski experience that my family recently had in ********* (Canyons). As you know, there have been issues at the ********* properties, and my wife and two daughters were caught up in this. They skied on January 2 and 4, and experienced long lift lines and limited terrain (only 20% of the runs were open) on both days. After returning home, I decided to inquire about possible partial fee reimbursements, which only seems right, given that we have skied this property before, and this was a VERY limited ************* the chat with the representative (her name was Jem), I explained this situation, stating initially that my family had not gotten to the top of the mountain until 11 am. Jem quickly replied back that she had evidence that one of the passes had been activated at 8:54 am; this certainly seemed like a clever gotcha response to my critique. It was followed by a statement that no refunds would be given. Unfortunately, Jem had not done her homework. My family skied on two days. On January 2, it did indeed take my wife and daughter until 1030 to even reach the gondola (apparently you keep track of that, so please check it!!!). Yes, it is true that they made it to the gondola earlier on January 4th, but even then, they waited 45 minutes for that pleasure. Of course, this is still not acknowledging the very abnormally lengthy lift lines throughout both days, and the fact that 80% of the mountain was closed (and NOT for weather reasons) for the entire time. This is simply unacceptable. It reeks of corporate greed and entitlement, and frankly, your organization should be ashamed to behave as though it can provide a subpar service and still feel it can default to elite pricing, with no consideration for the customer experience. Sincerely, **** D. ******

  Business Response

  Date: 01/21/2025

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

  We have received your complaint regarding your recent experience at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and crowded runs. Upon reaching out to a Vail Resorts representative, they advised they had record of your passes being used despite your assurance they were not truly used due to circumstances on the mountain. You are requesting compensation for your familys passes.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused, and they have provided the following statement regarding updates and plans for future action:
  

  Thank you for reaching out to share your feedback on the ********* Mountain credits.  
  
  I want to reiterate that we sincerely apologize that the strike impacted your experience, and that we do not take lightly whenever we fall short of delivering a great experience at ********* Mountain.  
  
  Our Pass products are non-refundable, except through the terms and conditions of Epic Coverage, as they are highly discounted products and offer access to our resorts all season long.?Park City Mountain remained open during this time and our Pass Holders have the majority of the 2024/25 winter season ahead of them to use their pass (or any unused days on their Epic Day Pass) both at ********* Mountain and our other mountain resorts.? 
  
  That said, we are committed to addressing our Pass Holders on-mountain experience,so we are providing credits to all Pass Holders who skied or snowboarded at ********* Mountain between December 27, 2024-January 8, 2025 to use toward a Pass for next season.  
  
  Thank you for your understanding.
  
  We regret that we are unable to assist with your request for compensation in the form of a refund. However, we are confident that Vail Resorts is continuing to review the feedback that they have received, and they will be in touch with details regarding any credits your family is eligible for.They thank you for your patience as they continue to work on resolving guest requests.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22782495
  
  I am rejecting this response because:

  The proposed 'offer' essentially requires us to a. spend MORE money with ****/Epic, and b. remain committed to skiing on Vail/Epic properties in the coming year.  In effect, this is a trick in the guise of a 'refund'.  We seek an actual partial refund, no strings attached.

  The gesture is actually yet another symbol of the corporate entitlement that is on display by this company.

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

• Initial Complaint

  Date:01/07/2025

  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 writing to formally lodge a complaint regarding my recent visit to ********* Mountain Ski Resort from December 28, 2024, through January 4, 2025. Unfortunately, my familys experience was far below the expectations set by the resorts reputation and promotional materials.The most glaring issues during our stay included:1. Overcrowding and Safety Hazards:The overcrowding on the slopes was not only inconvenient but also dangerous. On January 1, 2025, my 14-year-old son was involved in an accident caused by overcrowded conditions on the trails. Another skier collided with him, resulting in a fractured wrist. This injury required medical attention, disrupted the remainder of our trip, and caused pain and suffering for my child. 2. Inadequate Staffing:It was evident that the resort was understaffed, particularly in critical areas such as lift operations, ski patrols, and guest services. The few staff members who were present seemed overwhelmed and unable to manage the influx of guests effectively. 3. Limited Terrain Accessibility:Despite the holiday season being one of the busiest times for ski resorts, much of the advertised terrain was closed or inaccessible. This created a bottleneck effect, severely limiting the options available to guests and detracting from the overall experience.4. Lengthy Lift Lines:The lift lines were consistently overcrowded, with wait times exceeding acceptable limits. On multiple occasions, we spent over an hour waiting to access a lift, cutting significantly into our skiing time and causing frustration for my entire family. During these lengthy waits, there was no access to food or restroom facilities. Given the premium pricing of ********* Mountains passes and accommodations during peak season, I find this experience unacceptable. The resort failed to deliver the quality of service and safety expected of such an establishment.Thank you in advance and I look forward to hearing from management.

  Business Response

  Date: 01/22/2025

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

  We have received your complaint regarding your recent experience at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and resulted in overly crowded runs which appeared unsafe. You feel that this is not the quality of service that you expected nor paid for and are seeking follow up from Vail Resorts.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they have provided the following statement regarding updates and plans for future action:
  

  Thank you for reaching out to share your feedback on the ********* Mountain credits.  
  
  I want to reiterate that we sincerely apologize that the strike impacted your experience, and that we do not take lightly whenever we fall short of delivering a great experience at ********* Mountain.  
  
  Our Pass products are non-refundable, except through the terms and conditions of Epic Coverage, as they are highly discounted products and offer access to our resorts all season long.?Park City Mountain remained open during this time and our Pass Holders have the majority of the 2024/25 winter season ahead of them to use their pass (or any unused days on their Epic Day Pass) both at ********* Mountain and our other mountain resorts.? 
  
  That said, we are committed to addressing our Pass Holders on-mountain experience, so we are providing credits to all Pass Holders who skied or snowboarded at ********* Mountain between December 27, 2024-January 8, 2025 to use toward a Pass for next season.  
  
  Thank you for your understanding.
  
  We regret that we are unable to assist with your concerns any further. However, we are confident that Vail Resorts is continuing to review the feedback that they have received and they will be in touch with details regarding any credits your family is eligible for. They thank you for your patience as they continue to work on resolving guest requests.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/05/2025

  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.

  The school price for ski club is $287 however I was charged $354 which exceeds the school negotiated price. In addition to that, employee ****** ****** employee ID ****** laughed at my expressed hardship, refused to allow me to escalate beyond him and made a complete mockery of me and said circumstances.

  Business Response

  Date: 01/21/2025

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

  We have received your complaint which states that you purchased an Epic Pass for your son as part of a ski club that he is involved in. You were told by his school that the pass would cost $287 however, when you contacted Vail Resorts to purchase his pass, it cost $354. Additionally, the representative you spoke with was not helpful or sympathetic to your ************* requested to escalate the issue but were told that they could not escalate it any further and you were forced to purchase his pas for the price of $354.
  

  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry to hear about your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Vail certainly understands and your frustrations and they are sorry for any confusion or miscommunication which has created any issues for you and your family. They advised that they are currently looking into the pricing that was provided by your sons school to determine if anything can be done regarding the price of your sons pass. They assure that they will provide an update as soon as they receive information from his school. They ask that you keep this channel of communication open by rejecting this initial response.Once **** has more information, they will relay their update through the Better Business Bureau.
  

  They thank you for your patience as they await more information. They welcome any additional inquiries you may have and assure that they will be in touch shortly with more information.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22771464
  
  I am rejecting this response because:

   

  No one from the business contacted me directly as requested. The (canned) email reply I received from them was generic and did not address my personal complaint and that of which I contacted the BBB. 
  

  Most importantly Im seeking a refund of the difference between what I paid roughly $354 what was quoted as the pre-negotiated price for  the school roughly $278. I say roughly only because I dont have the documents handy at the moment. Exact amounts are quoted in my initial complaint  

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

  Business Response

  Date: 02/13/2025

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

  We sincerely apologize for our delayed response and thank you for your patience.
  

  As previously indicated, Vail Resorts did review your situation, and they did confirm that the price paid was correct. The pricing that was indicated in the paperwork you received from your sons school matches the early season pricing for an Ohio Epic Pass. However, prices do increase periodically throughout the season and at the time that you purchased your sons pass, the price had increase to $354. At this time, they cannot review your request any further per their policies and procedures regarding purchases.
  

  We regret that we were unable to provide the outcome you had hoped for. Vail Resorts truly does respect your position and they assure that your feedback and your comments have been passed along to their leadership team. They wish you and your family the best and hope that you son is able to enjoy his time on the slopes.
  

  Sincerely,
  ******

• Initial Complaint

  Date:01/05/2025

  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.

  Purchased an Epic Local pass for 675 dollars before the start of the ski season for a planned vacation. Arrived during the ski patrol strike and was unable to ski with hour long waits in lifts every day crowded and unsafe runs, and vail not offering refunds or meaningful compensation whatsoever after hours of asking. As a college student who saved and spwnt thousands and bail having no form of compensation for the shutdown of their resort by

  Business Response

  Date: 01/14/2025

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

  We have received your complaint regarding your request for a refund of your Epic Pass due to issues at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and crowded runs. You are requesting compensation for your pass.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they have provided the following statement regarding updates and any plans for future action:
  

  Safety is our priority. We have been opening the terrain that is safe to open with the team members we have each day. While the ********* Mountain team and patrol leaders from our other resorts worked hard to keep the mountain open, we recognize the strike did impact the guest experience over the holidays.
  

  We deeply regret anytime we are not able to provide the guest experience you expect from us. We are working on a plan to address guest feedback. We will follow up with any additional information.
  

  We are pleased that the patrol union strike has ended and are looking forward to welcoming back our striking patrollers. We are grateful for our guestspatience and for our team who worked hard to keep the mountain open and operating safely over the past two weeks.
  

  Thanks for your continued support of Park City Mountain.
  

  We regret that we are unable to assist with your request for compensation or to transfer your passes. However, we are confident that Vail Resorts is reviewing the feedback that they have received and they are actively working on plans to address these concerns further. They thank you for your patience as they continue to work on resolving guest requests.
  

  Sincerely,
  ******

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22770513
  
  I am rejecting this response because:
  
  You failed to provide any form of compensation.

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