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:09/25/2024

  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.

  Hello, I have been trying to get a partial refund from Vail Resorts for charging me for a more expensive item than I originally requested. I have proof of my request for the current item in writing, and the wrong item the charged me for, but they refuse to help me. The item in question is a ski pass from Vail Resorts called the "Epic Pass".See timeline of events supporting document.

  Business Response

  Date: 10/11/2024

  Hello, *** *****,
  

  We have received your complaint regarding your Epic Passes which have been incorrectly changed and charged. You indicate that you purchased passes in the Spring and then reached out to Vail Resorts to upgrade your passes. Unfortunately, it appears that they passes were upgraded to the incorrect pass type and you were charged more money than you expected. Since then,you have contacted **** once again to change your passes but were told that they were unable to make that 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 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 miscommunication or confusion on their part. They advised that they are currently reviewing the information that you provided in order to assist how they can. However, at this time they do not have any updates. 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.

  Vail Resorts thanks you for your patience as they await a response from ********. They welcome any additional inquiries you may have and assure that they will be in touch shortly with more information.
  

  Sincerely,
  ******

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22340386
  
  I am rejecting this response because: they have not come up with a solution and are investigating further.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:09/24/2024

  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.

  Hi, We purchased two passes last year **** K *********** dob ******* $234 ***** D *********** dob ******* $248 Upon looking over our statements we were charged incorrectly 9/15 $784.00 Charge 9/29 $351.00 Credit 2/7 $784.00 Charge 2/7 $433.00 Credit Totaling $784 vs the $482 that we should have been charged. Attached please find our statements and original order as well as my two emails to Epic from 9/5 and 9/7 that went unanswered.Thank you. **** *********** ************

  Business Response

  Date: 10/02/2024

  Hello, Ms. Santacroce Beauparlant,
  

  We have received your complaint regarding an extra charge
  that you received from Vail Resorts in 2023. You purchased two Epic Passes for
  your children but discovered that you were charged more than you had been
  initially told. Upon reaching out to Vail Resorts you were told that your son
  had two passes and one was refunded. However, you are still seeking a refund
  for the duplicate pass from the previous 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
  sincerely apologize for your continued frustrations. They greatly respect your
  position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns. Upon review of
  your account, they were able to confirm that a refund of $351 was issued back
  to your original payment method on September 28, 2023. The total price for the
  two remaining passes, including the discounts that were applied, was $580. Any
  charges after September 11, 2023, were for lift tickets purchased online. Vail
  indicated that they sent another copy of the receipt confirming the refund of
  $351 to our email address.
  

  Again, Vail Resorts is truly sorry for any confusion which
  has resulted in your continued frustrations. However, they assure that your
  family was charged the correct amount, after refunding the duplicate pass, and
  also provided that the passes were then used throughout the 23/24 season. Per
  their records, they are unable to provide any additional refunds. Vail greatly
  appreciates your feedback and assure that they will pass along your comments to
  their leadership team. They wish you and your family all the best as you move forward.
  

  Sincerely,
  Amanda

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22330250
  
  
  
  I am rejecting this response because:

  Please look at the documents that I sent: the math does not equal what you are saying that we should have been charged - my family was not charged the correct amount as they state - we should have been charged $528 and was charged $784

  Charged  9/15 $784.00

  Charged 9/29 $351.00

  Credited 2/7 $784.00

  Charge 2/7 $433.00

  
  
  
  Sincerely,
  
  
  
  Abigail Santacroce Beauparlant

• Initial Complaint

  Date:09/23/2024

  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.

  My wife and I have been loyal Epic Pass users for many years. However, after accepting a new job in ************, far from any ski mountains, I made the decision to turn off auto-renew in early spring. As the account holder, I toggled it off for myself, but the website never prompted me to do the same for my wife's sub-account, so I assumed it was handled.A month later, I was charged $49 for early discount pricing on her pass. After looking into it, I realized her auto-renew wasnt turned off. I immediately contacted Vail Mountain Management, hoping for a simple solution. Instead, I was told nothing could be done because that $49 payment locked me into a binding contractleaving me stuck with a $700 charge for something we cannot ****** we settled into our new home and state, I received a notification that the full balance was about to be charged to my card. At that point, I tried to be reasonable. I figured Id reluctantly pay the $700 if the pass could be transferred into my name, as I might have the opportunity to use it, but my wife would not.I called customer service again, only to be met with a cold, dismissive no. No sympathy, no willingness to helpjust a refusal. I asked to speak with a supervisor but was told it wasnt allowed. When I tried to bypass the phone tree by pressing 0, the system disconnected me. There was no way to reach anyone else, and no other contact information available.This isnt the first time Ive faced such disregard from Epic Pass. Years ago, I filed a claim due to an unexpected illness, and the experience was just as ************** at my wits end. This is unfair and feels like a complete failure in customer care. I challenge the ********************** to investigate this for themselves and try to experience the process firsthand. It will become clear that this company is anything but consumer-friendly. I can only imagine how many others have been treated this way.

  Business Response

  Date: 09/23/2024

  Hello, *** *****,
  

  We have received your complaint regarding your wifes Epic Pass which was renewed through Vail Resorts Auto Renew program despite your attempt to cancel in early spring. Upon seeing the $50 down payment charge, you attempted to cancel again by contacting **** directly. You were advised that her pass was non-refundable and the final balance would be charged at a later date. Despite your initial concerns, you decided that you would pay the final balance if you were able to transfer her pass to you however, they informed you that passes are also non-transferable. Due to the circumstances surrounding your experience, you are seeking a refund and further investigation.
  

  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 certainly does understand your position and they regret that you and your family have been subject to a negative experience. Upon reaching out, Vail Resorts did advise that they have since spoken with you directly and provided additional insight regarding their standing policies and procedures. They also confirmed that at this time they cannot cancel of her refund your wifes pass regardless of your circumstances. You are welcome to review these policies for your records by visiting Policies | Epic Season Pass (**************************)

  We regret that we are unable to assist any further with your request for a refund or transfer of your wifes Epic Pass. However, **** is obligated to uphold their current policies, and they cannot make exceptions.They wish you and your family all the best as you move forward and continue to settle into your new home.
  

  Sincerely,
  ******

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22324441
  
  I am rejecting this response because:
  
  

  This is a scam.  The HR director **** ******** told me directly that they wont pursue collections which is not business like.  I thought BBB is here to protect the consumer.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** charged my credit card $50 and then $443 for a Vail Epic Ski Pass I never signed up for. **** charged my card $50 on April 11, 2024 as a deposit for the Ski Pass, and I didn't notice this charge showing up on my bill. Again, I never signed up for this. 4 months later , I got an email on August 23, 2024 saying that I would be charged $443 in mid September for the Vail Epic Ski Pass I never signed up for. I called immediately, and spoke to a Vail agent who was very sympathetic and said they would cancel the ski pass and the auto renew so I would not be charged the $443. To my dismay, on Sept 13, I was still charged $443 for the Epic Ski Pass that the Vail agent claimed they cancelled. Obviously they did not.I called **** again on Sept 19 The customer agent said they couldn't do anything about it and that it was too late, so I asked to be escalated to the Manager. The Manager said they would be right with me, and then hung up on me, and my call went to the questionnaire survey.I feel like ****** website is purposely confusing and the customer phone service is set up as gatekeeper to prevent customers from accessing resources that can actually help them resolve their issue.

  Business Response

  Date: 10/01/2024

  Hello, *** ***,
  

  We have received your complaint regarding your sons Epic Pass which was renewed through Vail Resorts Auto Renew policy without your knowledge. You were initially charged a $50 down payment in April 2024 and then received an email in August 2024 reminding you of the final balance that would be charged in September. You contacted Vail to cancel your pass and were under the impression that the pass had been cancelled and you would not be charged for the remaining balance. Unfortunately, you were till charged the remaining $443 and upon reaching out to Vail Resorts once again, you were then told that your pass was unable to be cancelled and that it was 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 sincerely apologize for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Vail certainly understands your concerns and they truly regret any miscommunication or confusion which resulted in your frustrations. They are sorry that the information regarding their Auto Renew policy was not clearly explained when you initially reached out. Although they can confirm youre your son was removed from Auto Renew in August 2024, they advised that the cancellation deadline for the 24/25 season was April 7th, 2024. They also provided that email reminders were sent out beginning in March which stated that opt-out requests must be submitted prior to the to the opt out deadline. As they did not receive your cancellation request prior to the deadline, his pass was renewed and locked in for the season.
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Epic pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is included at no additional cost with all pass products and allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. Per these terms and conditions of these policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase.  These policies are published on ************************** and can be reviewed for your records by visiting ******************************************************.
  

  We regret that we are unable to assist with your request to cancel your sons Epic pass however, per Vails standing policies, once a down payment is charged, pass products are no longer able to be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. They also confirmed that you have been removed from the Auto Renew program for all future seasons. Although they cannot provide a refund at this time, **** does recommend reviewing the Epic Coverage terms and conditions to determine if you have a refund eligible event. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/19/2024

  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 a long time season pass holder that had auto renew on my pass for my family. We've had a tough year and will not be able to ski this coming season. I attempted multiple times to cancel our passes online but no path was available. This morning at 1am the company sent a notice that they charged my credit card in fill for the full amount. No warning that I saw. I tried calling and they sent me to some third party called ********. Sedgewick claims they cannot assist and sends me back to vail resorts. They leave you on hold for 20 mins at each step. Then they refuse the request saying they cannot help and that sent reminders (never saw) back in April. The whole process is clearly designed to make it very difficult to cancel. And then months before the season even starts to tell me its too late is the definition of a gotcha. Its deception and it should not be legal.

  Business Response

  Date: 09/25/2024

  Hello Mr. *************** hope this message finds you well. We have received your complaint regarding your request to cancel the season passes for you and your family for the 2024/25 Season. We are very sorry that you and your family cannot ski in the upcoming season. We appreciate you taking the time to reach out and provide the details of your complaint. Vail Resorts is aware of your concerns and sincerely apologizes for any inconvenience or frustration this situation may have caused.
  
  Vail Resorts understands the impact of unforeseen circumstances in the upcoming season. However, they have confirmed that the deadline to opt out of Auto Renew for the 2024/25 Winter Season is April 7, 2024. We confirmed that an email was sent ***** days prior to the $49 down, non-refundable payment when passes went on sale in the Spring. The email would have been sent to the email associated with your ************************ account. **** has explained that once the $49 down, non-refundable payment is charged, there is no way to cancel or refund the pass. 
  
  We regret to inform you that we are unable to accommodate your request for a refund. According to ****** established cancellation policies, all season passes are non-refundable and were agreed upon enrollment of Auto-Renewal and decline to opt-out by the decline of April 7, 2024. 
  
  Vail sincerely apologizes for any inconvenience this may cause and regrets that they cannot provide a refund based on their policies.
  
  Thank you again for taking the time to contact us regarding your complaint. 
  
  Sincerely, 
  
  *****
  

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22308529
  
  I am rejecting this response because:
  Simply stating you have a policy that you cannot refund if a consumer does not cancel 7-8 months before the first snows of the next season does not make it ok.  I was a long time epic pass holder and with my wife out of work was forced to sell our home at ********.  As a business I cannot fathom how you think its better to entrap me in four season passes for one year and lose me forever as a customer when I would very likely have been back a year or two after.  Instead you claim policy and give no out despite the season being nowhere close to starting and I will not only never buy from you again, I become a huge detractor to anyone I speak with on the topic.  No one wins.  SHAME on you.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/18/2024

  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 an Epic Pass Reward member which suppose to have 20% discount on lodging. On Aug 31, I attempted to book the ************* Mountain Resort Tower Queen room online for Dec *****, but I was unable to apply the discount. Before adding to the cart, the price showed $586, but it changed back to regular price $732.04 during checkout, even though all other room types applied the discount without issue. I believe it's a system glitch, so I reached out to the customer service asking them to fix this system glitch through chat as well as email. But both told me that they couldn't resolve the problem.I called in a couple days later. But one of the agents gave a quote which is higher than their online price (don't remember the exact price, around $30 higher). She suggested I could wait and see if the system glitch would be resolved so I could get the better ******** I waited a couple of weeks during which I attempted to book multiple times but the website booking system glitch has never been addressed. On Sep 16, I contacted the customer service through chat again. At this time, the online price for the Tower Queen room was still $586 before tax and the system still had the glitch. The agent tried to help but she couldn't resolve the system error, and suggested me to call and book.On Sep 18, I called ************* resort, and the agent quoted an even higher price ($647 before tax). I explained the online system issue and she told me that I could email them to get it resolved by a supervisor. So I emailed again with all the screenshots of the system error. Soon I got a reply that they couldn't honor the original online price.Since then, the online prices also went up. So now I'm stuck with a higher price due to the system glitch compounded by the lack of resolution to fix it in more than two weeks.I'm really frustrated that ************* Resort couldn't honor the price when it's their fault. I here request to get the original $586 rate for Dec *****.Thank you.

  Business Response

  Date: 09/25/2024

  Hello, *** ****,
  

  We have received your complaint regarding your attempt to book lodging at ************ Resort. As an Epic pass-holder, you are aware that you are eligible for discounts on lodging through Epic Mountain Rewards. However,when you attempted to book a room, prior to checkout the discount would disappear. You contacted Vail Resorts about this issue and they advised you to wait a week before attempting to rebook. Unfortunately, after following all advice given by **** Resorts, you are still unable to apply your discount to your lodging reservation.
  

  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.
  

  Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with booking lodging reservations. Each lodging property and/or resort is responsible for their reservations 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 are attempting to stay at.
  
  We regret that we are unable to provide any assistance with booking your stay 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,
  ******

• Initial Complaint

  Date:09/14/2024

  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.

  I purchased a college epic pass for the ***** season during the time I intended to pursue my masters degree in Organizational Psychology. When it came time to attend classes, I was employed rather than taking classes so I filed a claim to cancel the pass. The terms and conditions did not state anything about the pass being nonrefundable if you dont take classes- there was an exception for transfer. However now they are trying to play games and say that my graduation has to be in the same year- which makes no sense. Anyone can take classes any year after they graduate.

  Business Response

  Date: 09/24/2024

  Hello Ms. ************** hope this message finds you well. We have received your complaint regarding your College Epic Pass for the 2023/24 Season. We are deeply sorry to hear that you were not able to use your season pass for the 2023/24 Season. We appreciate you taking the time to reach out and provide the details of your complaint. Vail Resorts is aware of your concerns and sincerely apologizes for any inconvenience or frustration this situation may have caused.
  
  While Vail Resorts understands the impact of unforeseen circumstances of not being able to attend classes for your master's degree last season. They have confirmed that in order to complete the purchase you must agree to their terms and conditions which state that their passes are non-refundable and non-transferable. You can locate the policies here: ***********************************************************
  
  Vail Resorts has also confirmed that they have their college eligibility stated on their website. I have included the eligibility requirements as listed on ************************. College Pass Holders may verify their college passes by sending their official college school schedule to Vail Resorts, including the student's name and proof of at least 12 credit hours (undergraduate) or 6 hours (graduate) per semester for the 2024/25 school year. To verify your pass, your name on the credit hours registration proof must match the name on the Pass you purchased. In a pinch, you may also present your student verification at the ticket window, though digitally sending in your enrollment verification is highly recommended. 
  
  We regret to inform you that we are unable to accommodate your request for a refund. Vail Resorts sincerely apologizes and regrets that they cannot provide a refund based on their policies.
  
  Thank you once again for taking the time to contact us regarding your complaint.
  
  Sincerely,
   
  Emily 

• Initial Complaint

  Date:09/13/2024

  Type:Billing 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 personal debit card account was incorrectly charged for $1,364.00 on 9/11/24. The description on the debit account states "Vail Ski ********* **** Colorado.I did not make this purchase and request that the charge be removed from my debit account. My name is **** ******* and I have an Epic account.

  Business Response

  Date: 09/24/2024

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

  We have received your complaint regarding a charge of $1,364 which was incorrectly made by Vail Resorts. You are requesting that the amount be returned, and the purchase cancelled.
  

  We appreciate you reaching out and providing the details of your situation. Vail Resorts is aware of your complaint, and they are truly sorry for any confusion or frustration. They greatly respect your position and your feedback as a valued guest.
  

  Upon review of your Epic account, they advised that your 23/24 passes were enrolled in their Auto Renew program and they were renewed in April. The remaining balance for these passes was charged on September 10th.However, they also indicated that their records show you did manually purchase passes for the 24/25 season online resulting in duplicate passes. **** confirmed that they did refund the duplicate passes and returned the funds to you.
  

  Again, **** is truly sorry for any confusion or inconvenience.We are glad that they were able to resolve your concerns prior to intervention by the Better Business Bureau. Vail welcomes any additional feedback or inquiries you may have, and they look forward to seeing you on the slopes!
  

  Sincerely,

  ******

  Customer Answer

  Date: 11/14/2024

  Vail Resorts did correct the debit charge for ID ********.

   

  Thank you very much for your assistance.

   

  **** *******

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

• Initial Complaint

  Date:09/09/2024

  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 purchased an Epic pass for the 23/24 season. It seems that during the purchase of this pass there was an option to auto renew. This is what **** claims. I do not recall seeing this option. They also claim that it was not an "opt in" not an "opt out" option. According to them I signed up for auto-renew. I can guarantee you that there is no way in h*** I would have ever signed up for auto-renew. After I was charged on April 11th a $50 dollar down payment for the new season I contacted them asking what is up. I have contacted repeatedly. I always assumed I would eventually be able to get my money back because of how obviously wrong this is. They are not giving me my money back. I recently tried yet again to get a refund and they refused. I would like to be refunded. They claim that they will be charging me the remaining $933 today. I have tried to have that stopped. Ultimately I'm cancelling the credit card on file in an attempt to stop this charge because I can't figure out what else to do.

  Business Response

  Date: 09/18/2024

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

  We have received your complaint regarding your Epic Pass which was recently renewed without your knowledge through Vail Resorts Auto Renew program. You contacted **** in April 2024 upon seeing a charge of $50 which you were told was a down payment for your 24/25 Epic pass. As you did not wish to renew your pass, you asked to cancel before the remaining balance was charged. Unfortunately, at that time you were advised that the pass was non-refundable and unable to be cancelled despite not having paid the full 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 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 23/24 pass was 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. 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 do choose to pursue a refund through Epic Coverage, they hope that it works out to a positive outcome for you.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/07/2024

  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 have reached out to **** Resorts customer service several times kindly requesting to cancel a 24/25 epic local season pass that will be auto-renewed for a season that has NOT started yet. The company has charged me a down payment, but I am only requesting that they do not charge for the full epic local season pass as personal reasons will be affecting my ability to make use of the pass. This charge will be happening mid-September, so I am trying to make this adjustment prior to the charge going through. Despite the fact that the season has not even started yet, Vail Resorts refuses to help in any way, even when I requested to downgrade to a 3-day pass rather than a complete cancelation.

  Business Response

  Date: 09/10/2024

  Hello, *** *****,
  

  We have received your complaint regarding your 24/25 Epic Pass which is set to be renewed shortly through Vail Resorts Auto Renew program. Despite not having paid the full amount yet, or having not used the pass, you were told that they would not be able to cancel the pass which you are now unable to use for the coming winter. They also advised that they would be unable to change your pass type stating that it would be considered a downgrade.
  

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

  Vail certainly understands your concerns and they truly regret any miscommunication or confusion which resulted in your frustrations. However, they did indicate that email reminders are sent out periodically prior to down payments being charged in the spring. These emails state that opt-out requests must be submitted prior to the to the opt out deadline. They provided that the Auto Renew cancellation deadline for the 24/25 season was April 21st, 2024. 
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Epic pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is included at no additional cost with all pass products and allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. Per these terms and conditions of these policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase.  These policies are published on ************************** and can be reviewed for your records by visiting ************************************************************;

  We regret that we are unable to assist with your request to cancel your Epic passes however, per Vails standing policies, once a down payment is charged the pass products are no longer able to be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. They also confirmed that you have been removed from the Auto Renew program for all future seasons. Although they cannot provide a refund at this time, **** does recommend reviewing the Epic Coverage terms and conditions to determine if you have a refund eligible event. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22255186
  
  I am rejecting this response because:

  Although I have not received/used the product, nor paid for the full amount, I did previously attempt to request a refund per their instruction. After submitting a refund request under one of their qualifying personal events, I was then instructed to provide them with personal medical information. After responding that I was not comfortable with providing them personal medical information, they denied my request (see attached).

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