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Business Profile

Ski Resorts

Vail Resorts Management Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ski Resorts.

Complaints

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

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    Customer Complaints Summary

    • 328 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:01/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 two epic mountain passes for my sons so that we could ski at **************. Each pass was $1047.The only epic mountain resort, which is run by Vail resorts in ***************** mountain resort.The mountain has been essentially unusable due to a ski patrol strike, which is resulted in extremely limited trail and lift access.We have been forced to spend significant money and travel time to ski at ********* mountains, the competitor for multi mountain season passes in **** as a result.I have sent two emails to Vail Mountain resorts requesting a refund for the epic passes that I purchased. There has been no response. I contacted them by phone and spoke to two individuals who said there was nothing that they could do and that the passes are not refundable.I explained that the sole purpose of me purchasing these passes was that so my sons could ski at ********* with us during the holidays.Again they refused to provide me with a refund or to carry over the cost of the pass for next ski season year 2526.Further, there was no transparency regarding the ski patrol strike. We were not notified and only found out about it when we arrived at the mountain the first day.For corporation that had a $1.2 billion profit last year to me. It is egregious that they refuse to pay their ski patrol two more dollars an hour and refused to make things right with their paying customers.

      Business Response

      Date: 01/14/2025

      Hello, Mr. ****************** have received your complaint regarding your recent trip to ******************************** and your request for a refund of your Epic Passes. You have contacted Vail Resorts with no response from them regarding your concerns and your request for a refund of your pass products. Upon speaking with a representative over the phone, they advised passes are non-refundable and non-transferable to another season. You believe you are entitled to compensation given the circumstances and events at ********* resort.

      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: 22769455

      I am rejecting this response because:

      this was a generic response that Vail is sending out. They responded to my email in a very similar fashion. As I said initially, there was no transparency regarding the strike. The mountain was barely usable and I purchased two epic passes that were used only minimally due to The mountain being only a very small percentage open. This forced us to ski at icon resorts where there was significantly more mountain open and plenty of snow.

      in my opinion, **** is being negligent regarding this as evidence by the pending class action lawsuit regarding this matter. I am insisting on a full refund of my epic passes that I purchased for **** **** and ******** **** or credit toward epic passes next season.

      Sincerely,

      ****** ****

      Customer Answer

      Date: 01/24/2025

      They contacted me directly from ********* resort ,Vail owned, indicating that they would provide a 25% or more credit toward next years passes for each member in my family that purchased an epic pass.

      im not entirely happy with the resolution and I think they shouldve done more but at this point Im quite sure Im going to get no further. Thank you.

    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      My partner, **** *********, and I ordered 2 x 2-day Epic passes on May 19, 2024 at $255.00 + $4.95 tax for $259.95 total per pass ($519.90 total for the 2 orders). Order numbers ********* and *********. These passes were to be used on two days at the ********* Mountain Ski Resort (PCMSR) between December 30 and 31, 2024. We live in **********, were flying to ****, and only had two days to use the passes the whole season. This is why we only bought 2-day passes versus a whole season pass!!Needless to say we were unable to use them. Vail Resorts, which owns the ****** failed to notify any Epic Passholders that the largest North American ski resort would be unable to open as expected due to ongoing negotiations with their ski patrol. On December 27, the negotiations apparently failed and the ski patrol went on strike. The mountain has opened 13% of expected terrain instead with multi-hour long lift lines, broken bones, and scab patrollers, who did not know how to work the ski lifts or utilize proper avalanche mitigation in the area.Fearing for our safety, lives, and unwilling to cross labor lines, including sending pictures from Park City of the strike lines, we contacted Epic Pass and Vail Resorts for a refund or defer the passes to the 25/26 ski season. After being on hold for over 2 hours, "**** in **********, **********", claiming to be Vail Resorts corporate customer service from his home, said Vail ******************** will refuse to refund any money or defer the passes to the 25/26 ski season because it was to be non-refundable. We find this wholeheartedly disgusting business practices. No way would we be asking for a refund or deferment if the strike wasn't going on! This was fully within Vail Resorts control!

      Customer Answer

      Date: 01/09/2025

      Dear BBB - 

      I would like to add to my complaint #******** three updates from today:

      1. A screenshot from today's PCMR that finally acknowledges the limited terrain (not weather-related) they are utilizing due to the ongoing Park City Ski Patrol Strike, now 10 days into it, and well past our time in ***** 

      2. An article from *************** explaining how the lift lines and safety issues continue to be problematic due to the Park City Ski Patrol that Vail Resorts, through Park City Mountain Resort, is failing their guests.

      3. A very specific article that CNBC contributor *** ********* discussed live on the air his experience during **the exact same time as my complaint** of the safety, long lines, and lack of transparency by Vail Resorts.

      Thank you!
      ****** ****
      complaint #********
      -- 
      ****** *. Moll 
      WhatsApp/Mobile ***************

      Business Response

      Date: 01/14/2025

      Hello, *** ****,

      We have received your complaint regarding your request for a refund of Epic Passes which you were unable to use at ******************************** over the holidays. Due to limited terrain, long lift lines, and crowded slopes, you and your partner chose not to use your passes over your planned trip. You contacted Vail Resorts to request a refund due to issues resulting from safety concerns and relating to the Park City Ski Patrol Strike however, they advised that your passes are non-refundable and they would not be making any exceptions due to the circumstances. You do not believe this is fair treatment and are seeking a refund.

      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: 01/22/2025

      Dear ****** -  

      I am upset to learn that because I didn't respond within 10 days, my complaint has been closed. I live in ********, ********** and we have been inundated with fires and helping rescue/relief efforts for literally hundreds of friends that have lost everything due to the ***** Fire.

      So I hope that the Better Business Bureau AND Vail Resorts can understand and rethink this matter.

      I am NOT happy and do not accept the Vail Resorts response, specifically because they are offering credits for the time I issued a complaint. Vail Resorts was in the wrong in denying myself and **** ********* credits to use.

      Please see this link: *******************************************************************************************************************************

      I continue to ask Vail Resorts to honor 2 day credits for myself and **** ********* due to the ski patrol strike at the ********* Mountain Resort, which they wholly own.

      Thank you,
      ******
      case ID number ******** 

    • Initial Complaint

      Date:12/26/2024

      Type:Product Issues
      Status:
      Answered
      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 27 September 2024 I purchased 3 six-days Epic passes for skiing from ************************ through a third party. I paid $706 per pass. EpicPass is managed by Vail Resorts. My daughter is no longer in a position to ski, as she suffers from anxiety and considers skiing challenging. As this reason is not covered under refund policy of the company, I contacted the company with a request to consider allowing me to transfer the pass to either me or my other daughter or split the days between us. The company refuses to do that listing their policy. I find this unreasonable, as I paid for the service and I am not even asking for a refund, I am just asking for the service to be transferred to another family member. I am not sure I understand how this could cause any problems for the company.I would appreciate your assistance to transfer the service to me or to my daughter, or to give me credit for next season, or to refund me. I would be willing to pay reasonable fee for the service.I purchased the ticket through **********, but they have no say on this matter. The confirmation of the purchase from ********** is: *******

      Business Response

      Date: 12/31/2024

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

      We have received your complaint regarding the 24/25 Epic Pass that you purchased for your daughter. Unfortunately, due to mental health concerns, she is unable to use her pass and you have requested to transfer the pass to yourself or to another family member. However, Vail Resorts has advised you that they will not transfer the pass and that it is non-refundable. As you are not asking for a refund but simply to transfer the pass within your family,you believe that **** should allow this change.

      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 for your continued frustration. They greatly respect your position and your feedback as a valued guest.

      Vail absolutely understands that guests plans may change or that their circumstances may change throughout the season. They are truly sorry to hear about your daughters concerns and wish her the best. While they sympathize with you and your family, **** did confirm that their Epic Pass products are non-transferable and non-refundable. This is indicated in their pass purchase policy which is published on **************************. You are welcome to review these terms and conditions by visiting Policies | Epic Season Pass.

      Although Vail cannot cancel your passes, they did provide that all Epic Pass products do include Epic Coverage at no additional costs.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event, as you are aware. Per their records, **** indicated that they do see that you have a submitted an Epic Coverage request and they understand that it was initially denied. **** cannot provide details regarding Sedgwicks review process or decision as ******** is the partner company responsible for processing all Epic Coverage requests. Any concerns or inquiries regarding their decision must be addressed by ******** directly. If you wish to appeal their decision, you are welcome to do so by contacting them directly as well.

      We regret that we are unable to assist with your request to transfer or refund your daughters 24/25 Epic Pas. However, per Vails standing policies and procedures, Epic pass products are non-transferable and they are non-refundable unless a refund is approved through Epic Coverage. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** truly wishes you and your family the best and if you choose to appeal Sedgwicks decision, they hope that it works out to a more positive outcome for you and your husband.

      Sincerely,
      ******

    • Initial Complaint

      Date:12/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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 own a ****** Epic Pass. The problem is the company keeps emailing me. This is after unsubscribing in response to a very similar, previous message. While, it is clear that the entity does not refund customers, I don't aim to be one in the future! Hopefully a Vail employee reading this can understand the problem: how does one stop ALL contact at all from EPIC pass, not limited to the incident Dec 18, 2024 email with the heading "[IMPORTANT] Review upcoming restricted dates?" To reiterate, your contact is a nuisance. There is no prospect of a ****** customer relationship with you. So, how can this paid disservice be permanently prevented?

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      December 2nd I purchased a 3 day Epic Pass and then learned I would not be able to use the pass due to job commitments. I tried to get a refund from them but they rejected my claim.

      Business Response

      Date: 12/31/2024

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

      We have received your complaint regarding the Epic Pass that you purchased for the 24/25 season which you are unable to use. You submitted a refund request due to job commitments however that request was denied. Vail Resorts has advised that they are unable to refund your pass.

      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 for your continued frustration. They greatly respect your position and your feedback as a valued guest.

      Vail absolutely understands that guests plans may change or that their circumstances may change throughout the season. They are sorry to hear about your recent hardship with employment. However, they did confirm that all Epic Pass products are non-refundable once a down payment has been made and/or a pass has been purchased in full. This is outlined in the pass purchase policy which is presented and must be agreed to at the time guests complete their purchase. You are welcome to review these terms and conditions for your records by visiting ******************************************************.

      Although Vail cannot cancel your passes, they did provide that all Epic Pass products do include Epic Coverage at no additional costs.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event, as you are aware. Per their records, **** indicated that they do see that you have a submitted an Epic Coverage request however, they cannot provide details regarding Sedgwicks review process or decision. ******** is the partner company responsible for processing all Epic Coverage requests. Any concerns or inquiries regarding their decision must be addressed by ******** directly. If you wish to appeal their decision,you are welcome to do so by contacting them directly as well.

      We regret that we are unable to assist with your immediate request to cancel your 24/25 Epic passes. However, per Vails standing policies and procedures, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. They absolutely understand your concerns and assure that your comments and your feedback have been passed on to their leadership team. **** truly wishes you the best and they hope that your Epic Coverage request works out to a positive outcome for you and your family.

      Sincerely,
      ******

      Customer Answer

      Date: 12/31/2024

       
      Complaint: 22705100

      I am rejecting this response because: Vail are money hungry villains praying on the skiing industry.

      Sincerely,

      ******* *********

    • Initial Complaint

      Date:12/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This fall, I bought a 2-day Epic Pass (ski passes) for my 16-year-old son. I later called the Epic Pass customer service line to see about upgrading my son's pass to a season pass for our local resort (**********). I was told this could be done and the total price at that time would be $512 minus what I had already paid for the 2-day pass. I called back later to make that transaction on Nov. 14, 2024. I said I wanted to upgrade the 2-day pass to a season pass for our local ski hill. The customer services *** helped me make this purchase, but the price was $632 (minus what I had already paid). Because it was $120 more than I had previously been quoted, I questioned the price, but I was assured it was correct, so I finalized the purchase. Epic increases the price of their passes throughout the fall, so I assumed I had missed the lower price. My wife later looked and realized we had been charged for what Epic calls the "Local Pass" instead of what we actually wanted which was an "Afton Alps Pass." It was obvious that there was a misunderstanding between myself and the customer services *** who misunderstood what I wanted: a local pass to **********. The "Local Pass" includes admission to several ski hills in the midwest (including *****), but my son will never go to any hill other than *****. The pass is not only more expensive, but it also has more limits on when it can be used at ********** (so we are paying more for less). I proceeded to called Epic several times and spoke with several different people to explain the misunderstanding, but was only told that **** doesn't have the ability to do a "downgrade" and that because I verbally agreed to the terms and conditions, nothing could be done. I would like my son's pass changed to the Afton Alps pass and a refund for the $120 extra paid.A customer services *** should be familiar enough with the products they are selling that a mistake like this does not occur, but **** should also work to fix the situation.

      Business Response

      Date: 12/31/2024

      Hello, Mr. ******

      We have received your complaint regarding your sons Epic Local pass. You indicated that you had reached out to Vail Resorts in order to upgrade his pass to provide additional access to your local mountain, **********. Initially, you had been quoted an amount of $512 for the new pass price however,when you reached out a later time to complete the purchase, you were quoted a higher pass price. You completed the purchase but then realized there was a miscommunication in the pass type that you were purchasing. Despite reaching out to **** to explain the confusion, they advised they would not be able to change the pass or refund the difference in price.

      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 for your continued frustration. They greatly respect your position and your feedback as a valued guest.

      Vail absolutely understands your concerns and they apologize that any miscommunication resulted in confusion regarding your sons pass. They assure that they did investigate your situation and they did review all call records upon request from their team. Although they sympathize with you and your family, per their records, **** has confirmed that they are unable to change your sons pass from an Epic Local pass to an ***************. Pass products are non-refundable and they are unable to be downgraded once purchased. They apologize for any inconvenience this may cause.

      We regret that we are unable to assist with your request to change your sons Epic Local pass.  However, per Vail Resorts records, his pass was upgraded as requested and cannot be changed or refunded. They absolutely understand your concerns and assure that your comments and your feedback have been passed on to their leadership team. **** truly wishes you the best and they hope that you and your family are able to enjoy the winter season.

      Sincerely,
      ******

      Customer Answer

      Date: 12/31/2024

       
      Complaint: 22701163

      I am rejecting this response because: Vail Resorts has not taken responsibility for their role in the confusion I experienced during this pass upgrade. You say you have reviewed my order, but you've also made it clear that any confusion I experienced during that order or frustration I've experienced since then because of the miscommunication between your customer service representative and myself is inconsequential. Since the system Vail uses to upgrade passes is incapable of refunding or crediting customers who have been misunderstood, **** is choosing to perpetuate a system that incentivizes unwelcomed upgrades and benefits from customer confusion. This is unacceptable business practice. Vail must do more to protect its customers or clarify its terms and conditions. 

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/15/2024

      Type:Product Issues
      Status:
      Resolved
      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 purchased the ************* PASS - VETERAN for the 2024/2025 season. This pass requires military verification. I sent my official military discharge document (DD-214) for verification. The verification systems states the document information on my official documents arent correct for my veteran verification. These documents are the only thing that verifies my military status, and they havent been rejected by any other companies before. I have manually sent these documents to every customer service email listed for Vail ******************** as well as their verification company. I havent received any action or response toward activating my pass. I have paid $650 for this pass and am unable to use it due to the fault in the companys verification process.

      Customer Answer

      Date: 12/16/2024

      Hello,

      I have been in contact with the company and my problem has been resolved. No further action is needed for complaint # ******** with Vail Resorts Management

    • Initial Complaint

      Date:12/09/2024

      Type:Product Issues
      Status:
      Answered
      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.
      To Whom It May Concern at the Better Business Bureau and Epic Pass Customer Support,I am writing to formally request a refund for my recent purchase of an Epic Pass, order confirmation number *********, due to unexpected and significant personal circumstances that prevent me from utilizing the pass.Unfortunately, I was recently and abruptly laid off from my employer, which has created a severe financial strain on my household. In addition to this unforeseen hardship, we also just discovered that my wife is pregnant. Due to medical advice, she is unable to ski, further impacting our ability to use the pass.I understand that Epic Pass purchases are typically non-refundable; however, these circumstances are extraordinary and beyond our control. I kindly ask for your understanding and consideration of a full refund given these unprecedented and life-altering events.I have always appreciated the service and experiences offered by Epic Pass, and I hope we can resolve this issue amicably. Please let me know if you require any additional documentation or information to process this request.Thank you for your time and understanding. I look forward to your response.Sincerely,***** Van ** *********************

      Business Response

      Date: 12/30/2024

      Hello, Mr.Van Ry,

      We have received your complaint regarding the Epic Passes that you purchased that you are unable to use. You unfortunately lost your job and discovered that your wife is pregnant which have both impacted your ability to ski or use your passes for the 24/25 season.

      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 for your continued frustrations through this turbulent time.They greatly respect your position and your feedback as a valued guest.

      Vail absolutely understands that guests plans may change or that their circumstances may change throughout the season. They are sorry to hear about your recent hardship with employment. However, they did confirm that all Epic Pass products are non-refundable once a down payment has been made and/or a pass has been purchased in full. This is outlined in the pass purchase policy which is presented and must be agreed to at the time guests complete their purchase. You are welcome to review these terms and conditions for your records by visiting ******************************************************.

      Although Vail cannot cancel your passes, they did provide that all Epic Pass products do include Epic Coverage at no additional costs.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event, as you are aware. Per their records, **** indicated that they do see that you have submitted an Epic Coverage request however, they cannot provide details regarding Sedgwicks review process or decision. ******** is the partner company responsible for processing all Epic Coverage requests. Any concerns or inquiries regarding their decision must be addressed by ******** directly.

      We regret that we are unable to assist with your immediate request to cancel your 24/25 Epic passes. However, per Vails standing policies and procedures, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. They absolutely understand your concerns and assure that your comments and your feedback have been passed on to their leadership team. **** truly wishes you the best and they hope that your Epic Coverage request works out to a positive outcome for you and your family.

      Sincerely,
      ******

    • Initial Complaint

      Date:12/09/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 ski passes to go up to ********** in *********** on 2/10/2023. When I wanted to go, there wasn&#**;t any snow so we couldn&#**;t use our passes. I paid $1,136.78 for my passes and still have not been able to use them and they will not give me a refund either.

      Business Response

      Date: 12/30/2024

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

      We have received your complaint regarding the Epic Passes that you purchased that you were unable to use. You initially purchased passes intending to visit ********************************* in February 2023 however, due to weather conditions and snow levels, you were unable to use them. You have requested refunds for your passes but have been told they are non-refundable.

      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 for your continued frustrations. They greatly respect your position and your feedback as a valued guest.

      Vail absolutely understands your concerns and they are sorry that your plans were interrupted by less-than-ideal weather conditions. Each Vail owned resort works hard to provide the best experience possible to guests in a safe environment. In the even that weather conditions are not conducive to safe terrain, they may close temporarily as they work to make snow. Vail apologizes that this occurred during your trip. However, they did confirm that all Epic Pass products are non-refundable as is outlined in the pass purchase policy which is presented and must be agreed to at the time guests complete their purchase. You are welcome to review these terms and conditions for your records by visiting ******************************************************.

      Although Vail cannot cancel your passes, they did provide that all Epic Pass products do include Epic Coverage at no additional costs.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event, as you are aware. You can find more information on Epic Coverage on Vails website, **************************. If you have any concerns regarding the Epic Coverage policy, you can speak with a team member at ******** by calling **************.

      We regret that we are unable to assist with your request to refund your unused 23/24 Epic passes. However, per Vails standing policies and procedures, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** truly wishes you the best and if you choose to appeal Sedgwicks decision, they hope that it works out to a more positive outcome for you and your husband.

      Sincerely,
      ******

    • Initial Complaint

      Date:12/07/2024

      Type:Product Issues
      Status:
      Answered
      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 stayed at The *********************************************** in *************, ** over the weekend of 11/30 in room 601A. I proposed to my fiancee over the weekend and had a great experience until I checked my credit card statements. I was charged a $250 pet fee, but I don't own any pets. I asked the front desk to reach out to management for me twice, once on a phone call placed on Tuesday 12/3 at 2:01pm at then again on Wednesday 12/4 at 11:03 am. I was told the person handling the situation was out sick and that I should call back later. My fiancee called in today 12/5 and someone named ***** claimed that there is pet urine on the floor in the room. Again, impossible since I don't own any pets. After a fourth call, I was provided an email address for the manager. I reached out to him asking for assistance, and he said he would call me back the following morning. He did not. On a fifth call on 12/7 we spoke to ******* *****, who said he did not have proof of the damage, but was only willing to refund us half of the fee. This is fraud

      Business Response

      Date: 12/30/2024

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

      We have received your complaint regarding your recent stay at Mountaineer Square in *************. You were charged a pet fee despite your indication that you were not travelling with a pet. Upon speaking with personnel at the hotel, you were advised that they would only be willing to refund half of the fee. As you do not have any pets, you are still seeking a refund for the full amount.

      We greatly 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 sorry to hear about your unfortunate experience and your continued frustrations. They truly do respect your position and your feedback as a valued guest.

      **** wants to congratulate you and your fiance on your recent engagement, and they are glad to hear that the rest of your trip was positive. Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with fees associated with lodging reservations or fees. Each lodging property is responsible for their billing department and any concerns or requests must be addressed by them directly. If you need any additional assistance with contacting a representative at the property or at the resort, Vail will gladly provide any information they have. You are welcome to reach out to them with information regarding which lodging property you stayed at and anyone you spoke with.

      We regret that we are unable to provide any refunds or billing adjustments however, per Vails instructions, these concerns must be addressed by the lodging property directly. We sincerely hope that the property will be able to provide more information and a positive outcome. Vail Resorts truly does appreciate your time, and they respect your feedback and assure that your comments will be passed along to the appropriate teams. They wish you the best as you and your family move forward.

      Sincerely,
      ******

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