Complaints

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

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• 

  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

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

• Initial Complaint

  Date:12/02/2024

  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.

  Im wasting time with EPIC support. Ive tried to purchase a pass via Safari browser then per their support request with Chrome. Then I tried with their app. I always get to same issue. Continue button doesnt work on Address and Payment screen. Ive spent hours with their support. Finally I was able to purchase it over phone. But the pass doesnt show in the application. I was charged money. No email with the pass came. No pass appear in the app. Im trying to contact support via chat and cant get to live person at all.

  Business Response

  Date: 12/30/2024

  Hello, *****,
  

  We have received your complaint regarding the challenges you faced while attempting to purchase your 24/24 Epic pass. You indicated that you were unable to proceed with your purchase online and upon speaking with someone at ****, they were able to purchase your pass however you are unable to see it in your account.
  

  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 this was not resolved fully at the time that you reached out. Upon review of your information, they were able to clarify that their system shows that you have duplicate accounts. It appears that one does have your active, Epic 3-day Pass product and that account is associated with the following email address: ************************* The duplicate account, which does not have an active pass product is associated with a similar email address: ****************************** advised that you will need to login to the correct account in order to see your active pass product; that is the account with the email address ************************* If you need assistance accessing this account, you are welcome to contact support at ************. They will be happy to ensure you are able to access your pass and your account properly.
  

  Again, **** apologizes for your ongoing frustrations. They did indicate that it appears you spoke with someone on their team after submitting this complaint and they hope that your issues were resolved at that time.However, they are always happy to assist and hope that you reach out if needed.Vail **** forward to seeing you on the slopes!
  

  Sincerely,
  ******

• Initial Complaint

  Date:11/22/2024

  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.

  I have purchased the *********************** Season Pass two different years in the past and have never been asked for so much as a peek at my student ID. I graduated this spring AFTER purchasing my 2024/25 season pass. This spring, I purchased my 2024/25 pass, thinking there would be no problem.********* Mountain Resort, owned by ****, collected the money for the pass without making it clear that I would need to submit additional verification. Today, I visited ********* Mountain for opening day and learned that my pass was on hold "due to verification." I was never alerted that I would need to verify my student status until today when I arrived AT the resort season pass office. I was never alerted in past seasons either. I attempted to explain my situation to a man at the resort's season pass office and he made it clear he wasn't going to listen or try and help me. When I spoke with two Vail Resorts Representatives over the phone, they were incredibly rude and unhelpful, continuously repeating the same script even when I said they were not answering my questions. Additionally, neither of them offered help in getting me a refund. One of them denied to connect me to a manager and the other said that I would "never" be given a refund. The only place the website says passes need verification is after the add to cart button on the pass website. It is conveniently hidden so a customer has to continue scrolling to see that text. Furthermore, they have never enforced this rule in the pass. Furthermore, there is no prompt to verify student status during the actual transaction purchase process, nor was a follow-up email sent to me to alert me of this need. I want the money back or my pass to be activated.

• Initial Complaint

  Date:11/21/2024

  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.

  The initial payment of $49 was in error. I cancelled my auto-renew pass but my son's pass (he is a minor) that is linked to my pass was not cancelled. When I saw the charge for the auto-renew initial payment of $49, I called to request a cancellation of the pass and a refund. Epic (Vail) refused. I explained it was a mistake, that the auto-renew cancellation should have included my son's pass (as a minor), but they did not allow a refund. I told them they could keep the $49 but don't charge the remaining amount of the pass ($392) because we don't want it -- he was injured and didn't want to possibly reinjure himself in the winter. Epic (****) refused to cancel the pass and we were later charged the balance of $392. I have tried to get a refund according to their "qualifying event" process, but they don't allow injuries outside of the season to justify a refund. I have repeatedly been told that the pass is a contract for the full amount and only qualifying events can result in a refund. A mistake (not cancelling auto-renew for both of us) means I have no recourse. I have tried calling **** and their refund company (********) and both say they have no means of approving a refund outside of the "qualifying event" process, but their process is extremely restrictive -- and in my opinion - very deceptive. I tried to let them keep the initial payment but just cancel the remainder and they refused, so now I am trying to get a refund of the $392.

• Initial Complaint

  Date:11/18/2024

  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 November 15th I purchased 2 day passes, one for myself and one for my son on the Vail resorts website. (Epic pass website). The website directed me to download their app in order to access our day passes. I was unable to log in to access the passes. The website said my customer already existed but when I tried to reset the password it said I didn't exist in the system. I tried contacting support to no avail. I requested a refund since they can't provide me with the passes that I paid for and was denied a refund. I was told the only way to get a refund is to request it on their website and have some kind of documentation about an illness or job loss. This is purely customer dissatisfaction. I purchased something, they cannot provide it for me. I should get my money back, end of story.

• Initial Complaint

  Date:11/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am requesting a refund and have sent multiple email appeals to no avail. The company provided a refund to our friends who invited us on the trip, but has refused our request multiple times for a refund. I personally feel Val ******************** refunded our friends because they hold season passes. This was our first and last failed ski trip. Thanking you in advance for your help with this matter. Documentation are attached. I can send all correspondence if needed.Respectfully, ************* ******

  Business Response

  Date: 11/28/2024

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

  We have received your complaint regarding the Epic Passes that you purchased that you were unable to use. You requested refunds just as your travel companions did however, your requests were denied and theirs were approved. You are still seeking refunds as you experienced similar issues to your friends which prevented you from using your passes.
  

  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 that guests plans may change or that their circumstances may change throughout the season. They are sorry to that you did not get to enjoy the previous season. 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 had previously submitted and Epic Coverage request however, they cannot provide details how why ******** denied your case. ******** 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 request to cancel your 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,
  ******

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22552551
  
  I am rejecting this response because:

  ******,

  I am writing to formally address the inconsistency in how refund requests are being handled. It is clear that your company has refunded other customers under the same circumstances, yet my request for a refund has been denied. This inconsistency in treatment is a clear case of unfair and discriminatory practices, which I believe constitutes a violation of consumer protection laws.

  
  As a result, I intend to notify the ***************** office and other relevant regulatory agencies to file a formal complaint regarding this matter if the *** Resorts Management Team does not intervene and take appropriate action. Specifically, I request that *** Resorts contact ******** on our behalf and advise them to reverse their decision and issue the refund promptly.

  
  Failure to resolve this issue will leave me no choice but to pursue further legal action.

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

• Initial Complaint

  Date:11/09/2024

  Type:Product 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.

  I have been an **** customer for several years. My family is relocating to ********* temporarily for my husband's job. We found out about this move after already renewing our passes for the upcoming season and we won't be able to take advantage of the passes this year. We have submitted a refund request through Sedgwick - the company that managers season pass refunds for ****. ********** level of service has been very frustrating. We have sent them the requested verification of the move and continue to get emails saying we haven't sent the information. We have called them and can't get past the foreign language answering service. They have promised a call back by the refund request specialist but that hasn't happened. This is a $3000 refund request and the company is non-responsive nor acting consistent with their own policies.

  Business Response

  Date: 11/14/2024

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

  We have received your complaint regarding your familys Epic Passes which you will not be able to use after being relocated to *********************** submitted refund requests through Epic Coverage and submitted all required documentation to support your inability to use your passes however, you have been advised by ******** that they have not received this information. At this time,you have not been able to speak with anyone able to assist you further.
  

  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, especially during a stressful time. We are glad to inform you that Vail Resorts was able to speak with ******** on your behalf and they confirmed that all for of your familys pass refund requests have been approved. However, ******** has asked that ****,or the Better Business Bureau, confirm the address that you wish to have the refund checks sent to. We ask that you reject this initial response and reply with confirmation of the correct address. Once we receive your response we will pass this information along to Vail Resorts and Sedgwick.
  

  We regret that we are unable to completely resolve your concerns at this time. However, we are glad that Vail Resorts was able to work with ******** to review your requests and provide refunds to you and your family.They wish you all the best with your move!
  

  Sincerely,
  ******

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22534622
  
  I am rejecting this response because:

   

  I appreciate the rapid response from the BBB and from Vail once contacted. As requested, I am rejecting the response and providing the below address to send the refund checks. The address is:

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

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

   

  Please let me know if there is anything else you need from me or when I should expect to see the refund checks. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/21/2024

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

  Thank you for rejecting our response in order to keep this channel of communication as we requested. We have received confirmation from ******** that checks were mailed out to the address you provided. The checks were sent out on Monday, November 18th. ******** advised that they should arrive within 7-10 business days. If you do not receive them within that time frame, please reach out to ******** directly and they will be able to assist you further.
  

  We are glad that Vail Resorts and ******** were able to resolve your concerns. As we previously mentioned, Vail Resorts wish you and your family the best as you move and begin a new adventure!
  

  Sincerely,

  ******

  Customer Answer

  Date: 11/21/2024

   
  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.
  

  I appreciate the way this was resolved once the BBB was involved  I encourage you to work with ******** on the ability for a customer to talk with a human that knows the facts about the review requests. Their level of communication was very poor.  Thank you again for your help!

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

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my husband and I were not able to use our epic passes for ********* season at all for not a single day days due to chronic bronchitis, covid, the flu, just illness after illness. l I submitted the medical form the company requires to refund for medical illness. there is a qualified refund reason in the company's own terms that states if a family member had a illness requiring 30 days of continued care the company will refund you. my refund went through fine, but the company refuses to refund my husband despite the fact that I have submitted the required medical form stating 30 days of continued care. the company just keeps copying and pasting the same response saying I haven't provided a signed medical statement from physician even THOUGH I HAVE PROVIDED IT MULTIPLE TIMES. this company clearly does not want to honor its own terms and conditions.

  Business Response

  Date: 11/12/2024

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

  We have received your complaint regarding your husbands unused Epic Pass from the 23/24 season. Due to health issues, neither of you were able to use your pass and therefore you submitted refund requests through Epic Coverage. While your request was approved, your husbands request was ******* have submitted all the necessary documentation to support his request but have not gotten a response from Vail Resorts or their partner company, Sedgwick.
  

  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 truly sorry that this has made an already difficult time for your family even more trying. Upon reaching out to ****, they advised us that they will be looking into his case further and that they reached out to you directly through email.They look forward to hearing from you directly so that they can review your situation in depth.
  

  We regret that we are unable to resolve your issue at this moment. However, we are confident that Vail Resorts will be able to provide further detail regarding your husbands Epic Coverage request once they receive your email response. We wish you and your husband the best as you continue to recover and move forward.
  

  Sincerely,
  *****

  Customer Answer

  Date: 12/09/2024

  Hello, 
  
  I missed the 7day window to update you folks at the BBB about whether the case was resolved or not. It is not resolved yet, the last update I got was Nov 12 from Vail Resorts ************** requesting information about my husband and his pass, to which I responded immediately with all the requested information, but there has been no resolution or response after that. Can you please reopen the case? Thank you so much! 
  
  Best, 
  Mary 
  

  
  

  Customer Answer

  Date: 12/17/2024

  this issue has been resolved. after involving the colorado attorney General the issue was escalated within the company and after a little back and forth I finally received the refund.

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am sad that I need to resort to filing a BBB complaint against Vail Resorts but I do not know how else to process their request. I am so grateful being a 31 year military officer that Vail Resorts offers discounted passes for military members. That said I have been trying to "verify" my son's status since August. I have e-mailed or called Vail Resorts at least a dozen times after trying at least as many times to utilize their online verification. The process is completely broken. I have attempted to comply, but the website only gives errors and the e-mail support is vague and slow. I am including my e-mail thread to show the chain of events. Bottom line is I have no idea how they want me to verify my son is a dependent. He has had a pass for probably a decade and each year it a problem. I am able to verify my military status on so many other sites but the Vail process does not work. I was on active duty orders as late as Sep 24, but even that has not sufficed. Today I received a threatening e-mail and I have no idea if my last submittal has been processed. ******** and ******** do not reply in a timely fashion and the telephone support I received months ago assured me that it had all been taken care of. Vail can do better!

  Business Response

  Date: 11/07/2024

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

  We have received your complaint regarding your sons ************* Pass. Youve been attempting to verify his dependent status since August and Vail Resorts verification information is unclear. Despite having passes for the past few years, you continue to experience issues verifying your family. Additionally, all communication with Vail Resorts via email takes an extensive amount of time.
  

  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.
  

  Upon review of your account, **** was able to confirm that your son has been verified for the 24/25 season. They certainly understand your position and while they cant confirm why you continue to run into issues while verifying his pass through SheerID, they did advise that guests are welcome to contact SheerID directly regarding issues. They can be reached by emailing *************************** Vail apologizes for their delayed response times and assure that they will pass along feedback and offer coaching to their verification team.
  

  We are glad that Vail Resorts was able to resolve your verification issues prior to the Better Business Bureau becoming involved. They truly do appreciate your time and your comments and hope that you and your family enjoy the season. They wish you all the best and thank you for your service.
  

  Sincerely,
  Amanda 

• Initial Complaint

  Date:10/19/2024

  Type:Billing 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.

  We had accidentally (apparently) left my eldest daughters auto renew flag on her account (childs account), and had missed turning it off as she has decided to not ski for vail or do the **** ski racing this year with ********. An auto renew then kicked in charging us $49! I contacted **** to explain this is an accident but they basically said sorry but thats the way it is. I thought just letting them have the $49 dollars would be enough but they then took the balance to which the renewal is for which is $998 for a ski season ticket. Again I have reached out and explained she will 100% not be skiing this year at a vail mountain and we did not want this. They basically said sorry your auto renewal was on and tough you have to pay if not we will send debt collection on you and got your credit rating!!.I feel the handling of the situation which was a forget to remove auto renew and chased at the point from the renew ($49) being taken and vails point of so what you have to pay us!! Is so pour and bad. We (as a struggling family who have had to sell our house and down size to save money in these tough and troubling times, have been made to fulfill something which again we had forgotten was there as a renew and pay $1000 for a ski pass which will never be used! And no matter what the stance from **** is so what we do not care we just want your money! Is poor and upsetting.

  Business Response

  Date: 10/29/2024

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

  We have received your complaint regarding your daughters Epic Pass which was mistakenly renewed through Vail Resorts Auto Renew Program.She will not be using a pass throughout the 24/25 season and you were unaware her pass would be renewed until you received an alert for a charge of $49. Upon reaching out to **** to cancel her pass, they informed you that her pass was non-refundable and that the remaining balance for her pass would still be charged. As this was a mistake, you believe that they should allow an exception and cancel her 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 frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Per their records, Vail Resorts was able to clarify that Auto Renew was enabled on your account at the time your 22/23 passes were purchased. They also advised that email reminders are sent to all guests who are enrolled in their Auto Renew program. These emails include a list of account members enrolled in Auto Renew, the type of pass that will be renewed,and information on cancelling prior to the opt-out deadline. They provided that the opt-out deadline for the 24/25 season was April 7, 2024. Unfortunately,since they did not receive your request prior to this deadline, and per their standing policies, they did confirm that the pass is non-refundable and cannot be cancelled at this time.
  

  Although they cannot cancel your passes, Vail did provide that all Epic pass products purchased or renewed for the 24/25 season do include Epic Coverage at no additional cost. The Epic Coverage policy does allow guests to request a refund of their pass if they are unable to use it due to a qualifying personal event. The terms and conditions of Epic Coverage, as well as a list of qualifying personal events, are posted on ************************** and can be reviewed for your records by visiting ********************************************************* you determine that you do have a valid refund event, you can submit an Epic Coverage request on their website as well.
  

  We regret that we are unable to assist with your request to cancel your familys 24/25 Epic passes. However, as we previously indicated,Vail Resorts policies do stand and their pass products are non-refundable once a down payment has been made and/or the pass has been paid in full. **** did confirm that all family members have been removed from Auto Renew for all future seasons. 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 as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22445826
  
  I am rejecting this response because: I did not receive an email as you had stated and doubled checked my email again to see if I just missed it, but nothing.  Is there a possibility to push the pass to next season?
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/10/2024

  Type:Product 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.

  Epic pass refund request was submitted online on 09 Sep 2024 due to knee injury (occurred on 22 May 2024) that required surgery on 21 Aug 2024. According to my orthopedist, I cannot ski for at least 9 months post-surgery (through 31 May 2025). The person who handled my request lied to me that they didn't receive any supporting document in which I must upload on the website in order to submit the request. I emailed the document again on 23 Sep 2024 and my refund request was denied on 24 Sep 2024. Initial reason for denial is because they used diagonsis date (27 Jun 2024) instead of surgery date (21 Aug 2024) to date the incident. According to the Epic Coverage, I need to submit refund request within 30 days of injury. Since my injury got worst after surgery, my refund request submission was within the 30-day window. Additional document was provided on 02 Oct 2024 to appeal for the denial and I have not received a response about my appeal. The full amount of epic pass is $731 which I paid in 2 separate payment ($49 + $682). Your help to resolve this issue will be greatly appreciated.

  Business Response

  Date: 10/25/2024

  Hello, *** *****,
  

  We have received your complaint regarding and Epic Coverage refund request that you submitted for your 24/25 Epic Pass. Unfortunately, you sustained an injury over the summer which required surgery and you will not be able to utilize your pass over the winter. Upon submitting an Epic Coverage request, you were informed that your refund was denied due to the timeliness of your submission. You attempted to appeal this decision but have not received any additional correspondence.
  

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

  Vail certainly understands your concerns and they recognize that many guests were unable to use their passes throughout the season for many different reasons. They are always happy to assist any way they can. However,they did advise that Epic pass products are both non-refundable and unable to be transferred to another guest or another season as is indicated in the Pass Purchase policy which is presented at the time guests purchase and Epic pass.Guests are required to acknowledge and accept the terms and conditions of this policy prior to completing their purchase. You are welcome to review this policy information further by visiting ******************************************************.
  

  Additionally, guests are also required to agree to the terms and conditions of the Epic Coverage policy at the time that they purchase their passes as well. **** did reach out to Sedgwick on your behalf and received the following feedback:
  

  The physician note provided that was completed and signed 9/9/24 does not indicate worsening conditions and no mention of surgery.  Restriction per the physician consisted of no travel for 3 months and limit physical activity.  If we use the date of 9/9/24 or earlier per the treatment dates, there are no restrictions noted of at least 7 days within core season (12/7/24 to 4/17/25) per the T&C. Additionally, untimely filing as injury date was 5/22/24 per filing and physician statement indicates first treatment date of 6/27/24. Passholder submitted an updated physician statement dated 10/2/24 advising that injury was 5/22/24 but due to swelling and covid, the patient had to wait for surgery.  This is still untimely filing.
  

  While the Epic Coverage policy does allow guests to request a refund of their pass product if they experience a qualifying personal event such as an injury, it also indicates that all refund requests must be submitted within 30 days of the event occurrence. This information is also available on **************************.
  

  We regret that we are unable to assist with your request to transfer your passes or seek a refund. However, per Vail Resorts policies,Epic passes are non-refundable and they cannot be transferred or rolled-over.They assure that they will pass your comments along to their leadership team as they continue to review their current policies and procedures in order to provide the best experience for their guests. If you do continue to appeal your Epic Coverage request, they hope that it works out to a more positive outcome. **** wishes you the best through your recovery.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22407233
  
  I am rejecting this response because I called Epic Coverage @Sedgwick on on Oct 21 after not hearing back from Sedgwick 19 days after additional information was provided (even though the denial email indicates 5-10 business days to provide response after additional information). The customer representative told me that the surgery date was not indicated in the documents. Therefore, a doctor's note to indicate surgery date was sent to Epic Coverage @ Sedgwick by email. I have attached the doctor's note to indicate the surgery date. With the doctor's note, I believe it can complete the story. Please help me to investigate the case on by behalf. Thanks a lot.

  Sincerely,
  

  
  Suk *** *****