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.

close

Find a Location

Vail Resorts Management Company has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  548 S. Frontage Rd. Vail, CO 81657

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

• 

  Vail Resorts Management Company

  PO Box 38 Keystone, CO 80435-0038

• 

  Paoli Peaks

  2798 W CR 25 S Paoli, IN 47454

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:09/03/2024

  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.

  Epic pass states that prices will go up on September 2nd for lift passes and also include a timer on their website showing when the prices will go up. They state it is the last chance to buy before they go up and when the timer ran out and it is now September 3rd, the prices remain the same. Very misleading and I used a credit card to purchase thinking its my last chance to buy cheap, as opposed to cash I wouldve used later if I knew I had more time. One of the supporting photos shows a 4 day ticket to 32 resorts with the pinned banner at the top saying prices go up Sep. 2nd. Another shows the same price on September 3rd with no banner. I will also include a receipt with the total I spent for the Local Epic Season Pass for $746. It is still listed at the price on the website.

  Business Response

  Date: 09/17/2024

  Hello, Mr. **************** have received your complaint regarding Vail Resortsadvertisement about Epic Pass prices. You were pushed into purchasing a pass on September 2nd as you believed that prices were going to increase on September 3rd. However, you discovered that prices did not increase as you had been led to believe and feel that this is misleading.
  

  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 Resorts certainly understands your position, and they regret any confusion or miscommunication. They did confirm that Epic Pass prices do increase periodically throughout the spring and summer leading up to the winter season. They also provided that they do advertise set dates for price increases in order to give their guests ample amount of time to purchase at that price. Occasionally, due to volume and issues encountered on these deadline days, **** will extend the previous pricing another day in order to provide those guests that were unable to complete their purchase on the deadline day. While they did provide a ***** day for the most recent price increase, they have confirmed that prices have now changed.
  

  As we previously stated, Vail Resorts does regret any confusion which as resulted in your frustrations. They will absolutely pass along your feedback regarding their marketing and advertisements to their leadership team. They hope that you are able to enjoy the season and wish you all the best.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/27/2024

  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 been an Epic Passholder since 2009. I have spent thousands of dollars with Vail Resorts and its properties. Since Auto-Renew on April 10, 2024, I have made the decision to relocate out of ******** to a state that does not have a Vail resort property for me to ski at. Therefore, I have requested as of my first call to customer service on August 26, 2024, to downgrade the pass to a 7-day pass, changing from an $1000 product to a $661 product.**************** customer service agents and the Epic Coverage pass, this is not an "allowable" reason per the ****************** policy.However I a) contacted Vail before the full balance is due on the pass, b) before a single flake has fallen at a resort, c) before I have even received or begun utilizing the pass.Given this reasonable request on my part, ****** response has been a) no downgrades are allowed, b) no cancellations are allowed, and c) that I must pay the full balance per their terms and conditions.I have additionally requested that customer service remove my payment information, which is my personal data, from the account portal and been told that request cannot be accommodated. They are selling a luxury product but not treating me like the loyal customer that I have been when I am trying to continue our business relationship and pay for the product I will actually use. It is unacceptable and predatory.I have asked for a path to resolution by either downgrading or canceling my pass product AND by removing my credit card information from their portal.

• Initial Complaint

  Date:08/26/2024

  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.

  During the last ski season, I procured a 2-day epic pass for me + 2-day epic pass for my daughter + 1-day epic pass for my wife. However, due to unforeseen events, we were not able to go to a ski resort from **** Reports. Earlier in the year 2024, I called Vail report and reported that I may not be able to go and what is my recourse. I was informed by **** report phone representative that there is no issue and I will be able to use these passes in the following season without any issue. However, when I called recently to activate the passes for this year, I'm informed that I cannot redeem them. More so, they are also not honoring their "Epic Coverage" since the deadline to submit a qualified claim has passed. Vail report mis-informed me and that's why I didn't file for a qualified epic coverage claim. So this is solely their error. As such, I would either like **** reports to refund my money (~$350) or offer me replacement passes for this year.

  Business Response

  Date: 09/10/2024

  Hello, *** ******, 
  

  We have received your complaint regarding your familys Epic Day passes which you purchased for the previous 23/24 season. Due to outside circumstances, you were unable to use these passes and when you contacted Vail Resorts to inquire about a refund, you were informed that you would be able to transfer those passes to the current 24/25 season. Unfortunately, you have recently discovered that is not true and were told that you were required to submit a refund request through Epic Coverage for the previous season if you were seeking reimbursement. However, the time frame to submit a refund request has passed and now you are unable to request a refund nor use 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 truly apologize for your ongoing frustrations and for any confusion. 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. While this policy does allow guests to request a refund of their pass product if they experience a qualifying personal event, it also indicates that all refund request 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. **** wishes you and your family the best as you move forward.
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22197000
  
  I am rejecting this response. I had mentioned that I called in to Vail support team early in the season asking for my options. During this time I was mis-informed that I can simply use the pass days the next season. This is the reason why I did not file for epic coverage for my missed usage of the pass. The root of the entire issue is the misinformation provide by **** support team is this is totally the issue on Vail Resort. So again, I ask **** right the complete wrong handling of my case by providing refund and replacement of the missed pass day,.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/22/2024

  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.

  04/08/24 I was researching to purchase an Epic 3-Day pass for a vacation I am taking to ******, and noticed the price was $312. I was doing some research because I wanted to be sure that the pass I bought was going to be able to be used at the resort I am going to. 04/09/24 I spoke to someone on the phone and double checked by asking if the resort was going to be allowed. I was confused because we are going to Whistler BC, but when you buy the pass it says that this will not be accepted at the Canadian Rockies Resorts. It was confirmed that the pass was allowed. Instead of going back online and purchasing the pass, he offered for me to do it over the phone. I agreed. I assumed I was paying for the Epic 3-Day pass that was $312. I put $49 down with the assumption that I would have to pay the remaining $263 in September. They sent a confirmation email to me that stated I reserved the pass and put the $49 down, but there was no remaining balance on it. I thought nothing of it at the time.8/15/2024 I received an email saying to check my account to make sure the payment info was accurate. It also said that an email was sent on 8/8/24 that had the remaining balance on it. I went back to check the email from 8/8/24, and the remaining balance said $322. I called because I was not sure how the number $322 even came about. The current price is listed as $320 on their website.8/16/2024 I called Epic and no one could explain to me how this happened or why. There is no order history on my account, so I can not even see the details. Essentially I was told that despite all of this and what I was saying they could not cancel the order or make any changes. I was upset so the lady gave me an email to *************************************** to explain my situation. I emailed 8/16 and got a response on 8/21 saying that I was denied my request. I still have no proof of order or explanation, I was just told that they can not make any changes, and that I was stuck with the cost.

  Business Response

  Date: 08/30/2024

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

  We have received your complaint regarding your 24/25 Epic 3-Day pass purchase. You contacted Vail Resorts in April 2024 to confirm that the Epic 3-Day pass would provide access to Whistler Blackcomb Resort. At that time, they did confirm it would provide access and suggested that you purchase your pass over the phone. You believed that you were purchasing the Epic 3-Day pass which cost $312 total and chose to pay a $49 down payment and have the remaining balance charged at a later date. However, you recently received an email informing you that the remaining balance is greater than what you were originally told. You attempted to clarify and remedy this situation with **** but were advised that they could not change your pass or the pass 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 any confusion resulting in your continued frustrations throughout a difficult time. They greatly respect your position and your feedback as a valued guest.
  

  Upon review of your account, **** was able to confirm that you purchased an Epic 3-Day Pass which does include access to all Vail owned resorts. However, they advised that the Epic 3-Day pass purchased is the pass that does not have any blackout date restrictions which does make it more expensive than the Epic 3-Day pass which does have date restrictions. The restricted 3-day pass is $312 total while the unrestricted 3-day pass is $371 total. As you currently have the unrestricted pass, the email indicating your remaining balance was $322 is correct. 
  

  However, if you do not require access on peak, blackout dates, Vail Resorts has provided that they will make an exception and downgrade your pass to the restricted 3-day pass which costs $312. They ask that you please follow up with this Better Business Bureau response in order to confirm which type of pas you would like. Vail Resorts looks forward to your response and they are eager to resolve your concerns.
  

  Thank you,
  ******
  

  
  

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22181714
  
  Hello ******,

  I would like to have have the pass that does not include the restricted dates that is $312. Thank you for the response and the resolution. Once this happens, I will be happy to click that there was a positive resolution to this case.

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

  Business Response

  Date: 09/04/2024

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

  We appreciate you taking the additional time to respond to our communication and provide clarifying information. Vail Resorts also appreciates you following up on your initial complaint.
  

  Per your confirmation, Vail has processed the change of your pass product from the Epic 3-Day Pass to the Epic 3-Day Restricted pass which cost $312 total. The remaining balance will be charged to your credit card on file on September 10th. Additionally, a receipt confirmation of the pass change has been sent to your email. You should see the change in your pass type reflected in your Epic account as well.
  

  As we previously stated, Vail Resorts is truly sorry for the confusion and for your frustrations. We are glad that they were able to positively resolve your issue. **** looks forward to seeing you on the slopes this winter.
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 09/04/2024

   
  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. Thank you for taking the time to make resolve this. EPIC/Vail Resorts almost lost a customer for life, but with this be taking care of, you have earned back my respect. I did receive an email notifying me of the changes.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/22/2024

  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.

  Epic/Vail resorts has a scam where they take a $50 dollar downpayment for next year's pass, and you pay the rest in the Fall. They say if you cancel, you do not get a "refund," which to any rational person would mean that if you cancel, you lose your $50, right? Wrong. What they mean, and they claim is legally binding is that you are obligated to pay the other $500 ************** pass), even if you attempt to cancel a month before the payment is due. This was extremely deceptive, unethical, and possibly illegal. No goods or services have been rendered, and my wife and I are both medically unable to ski. I have a worsening condition as a disabled veteran, and my wife is pregnant. We can in no way afford now the extra $1000 to complete our passes (much less the expenses of actually skiing) that we thought we could in the Spring. Vail is using foreign call centers that say, "Sorry, but there is nothing we can do." You cannot delete your credit card, and they refuse to remove it. Basically, if you did not read the fine print 6 months ago, they own you. Well, I am filing the "request refund" for a medical exemption. If that does not work, I will be filing a lawsuit in court. BUYER BEWARE!!! Get the Ikon pass and save yourself from this scam!!! People are hurting for $ with crazy inflation, and **** is extorting money from disabled veterans and pregnant women,

  Business Response

  Date: 08/28/2024

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

  We have received your complaint regarding the ************* passes you purchased in Spring 2024. You paid two down payments with the intention of paying the remaining balance at a later date however, due to medical changes, you will no longer be able to use these passes. Upon reaching out to Vail Resorts to cancel these passes, you were told that they could not be cancelled and the remaining balance would still be charged. You were also advised that you could request a refund for medical reasons through their Epic Coverage policy but you have not yet received confirmation about whether your passes will be refunded or not.
  

  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 throughout a difficult 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 of the medical difficulties that are impacting you and your family at the moment. 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 an open Epic Coverage case and they assure that they will provide the details of this complaint to their partners at Sedgwick; ******** is the partner company responsible for processing all Epic Coverage requests. They cannot provide an update at this time but are confident that ******** will be in touch with more information for you shortly.
  

  We regret that we are unable to assist with your request to cancel your 24/25 Epic passes. However, per Vails standing policies and procedures, Epic pass products are non-refundable and unable to be cancelled once a down payment is made. As we have previously stated, 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 they hope that your Epic Coverage case works out to a positive outcome for you and your family.
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22177696
  
  I am rejecting this response because: The definition of a refund, per *************************** is, " to return (money) in restitution, repayment." Therefore to say "non-refundable" would imply that you refuse to give back money that was already paid; I am not. I am telling you that I have not received goods or services, and I refuse to pay you for what I cannot possibly use. The process in which advertise the "down payment" is exceptionally deceptive, if not illegal.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/04/2025

  Hello,
   
  This IS NOT a duplicate complaint. I first filed a complaint because Vail Resorts would not review my claim to cancel my pass. They did eventually do that, and after two months, they came back and they are harassing me. 
   
  They approved my claim and refunded it, and now they are sending threatening emails. This is a new and different complaint for harassment.
   
  Please proceed accordingly.
  

  
  

• Initial Complaint

  Date:08/16/2024

  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 signed up for epic passes last year using the flex pay option under ************************** We NEVER clicked an auto renew button. We didnt know about it at all and there was no indication that there was an auto renew deadline. Fast forward to April of this year, we are charged $50. We look, and surprise, we were auto renewed. We called saying listen, we have some absolutely horrific hardships and we can not afford to ski this year. We want to cancel the epic pass BEFORE it is charged and issued. Instead of just canceling out our account before getting charged In full, they said nope. I want to be clear: WE NEVER EVEN RECEIVED THE SERVICE and despite requesting with plenty of time that we DONT WANT IT, they are trying to milk us for far more than we are even worth. Its disgraceful and we will escalate this legally if needed. I also want to make clear that I never even received an email reminding us of some auto renew cancellation deadline, which shows that it was intentional to try and lock us in against our will. It is REQUIRED to send at least one reminder for an auto renewal before the cancellation deadline passes. That did not happen here. Two things MUST happen as there are also fine print law violations in this caS: 1) The passes set to be charged for come September WILL be cancelled immediately. We dont even want the $50 back we just dont want to be held HOSTAGE when we are struggling. We cant pay nearly $1500 for rent let alone skiing. Their site literally says if there is a hardship, we get to call and have this canceled out. When we called, we learned quickly how big of a lie that is. And it is RIGHT there on the site. 2) you WILL cancel our ENTIRE account connected to ************************** with an issued apology for our destress. Thank you.

  Business Response

  Date: 08/28/2024

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

  We have received your complaint regarding you familys Epic passes which have recently been renewed through Vail Resorts Auto Renew program. You indicate that you never opted into Auto Renew and that you never received any email communication prior to the charge being made in April 2024. You have requested to cancel these passes before the remaining balance is charged but have been told that your passes are nonrefundable and unable to be cancelled unless you have a valid reason for cancellation. At this time, you are still seeking a refund of the passes that you have not yet used and will not use 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 throughout a difficult time. 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 in September 2023. They also advised that email reminders are sent to all guests who are enrolled in their Auto Renew program. They are aware that these emails are occasionally indicated as spam or junk and may be deleted via email providers and they sincerely apologize if this caused any issues for you and your family. Unfortunately, per their standing policies, they did confirm that the pass products are 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 epicpass.com and can be reviewed for your records by visiting ******************************************************. If 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 and your family.
  

  Sincerely,
  ******
  

  
  

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22154318
  
  I am rejecting this response because:

  once Again, we made clear already that you in fact did NOT alert us of an upcoming auto renew. We received dozens of emails and not a single one was about auto renew, so you are a liar. We also confirmed that the auto renew was toggled on automatically when speaking with your associate, which shows a lack of consent and a lack of awareness of the auto renew. 
  

  we also have several qualifying events but you illegally included parameters that no one would be able to reach to ensure that little to no patrons can get this canceled. You required information that violates HIPPAA laws by requiring medical records and physician information  and you also included every single school within a 150 mile radius as not being viable,  is the majority of schools in the area to try and deter people from going this route.on top of this, you demand death certificates and not only that, you demand that we involve our employer. Many of these are illegal or otherwise poor business practice and so we are unable to proceed with that ridiculously weak option. 
  

  We have now called you six times to have this cancelled out BEFORE you even perform the service. because we have been asking you not to perform a service that you havent  given us, we will be taking this to the courts and the bank is prepared to open an investigation against you. You will not be receiving this payment as we did not consent to these services and should that payment go through, the investigation will be launched and we will sue if need be. 
  

  not only this, but my Fiances pss is listed as inactive and yet you insist on charging us for it. ILLEGAL!!!!

  you also violated small print law by not having a single notice or paperwork emphasizing the requirements and the inability to cancel after auto renewal. All of this has been submitted to the BBB, bank, and are queued to be sent to the courts if necessary. Youre really doing great. 

  you insist on giving a service in September that we have vehemently rejected. Should you not simply cancel this, we will pursue at a high level and high cost to you and Vail resorts. 
  

  in summary: 

  due to your illegal practices and poor business by tricking people into services they didnt consent to, I reject your response and should the BBB not be enough to pressure you to get this done, we will be moving forward with our bank to ensure that you do not steal from us. 

  thanks. 

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

• Initial Complaint

  Date:08/07/2024

  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 made a reservation at what I thought was seven springs. I get an email and everything is confirmed. I need to modify my reservation due to my mother being in the hospital. I call the company because the modify/cancel button in the email does not work. They keep me on hold and tell me they will have to call me back. They call me back and tell me that my reservation can not be changed due to a no refund policy which i was not requesting a refund only to change the dates by a couple days.

  Business Response

  Date: 08/08/2024

  Hello ****************,
  
  I hope this message finds you well. We have received your complaint regarding your reservations at *************** by ************************************ and your inability to modify the reservations for this week on, Thursday, August 8, 2024, to Friday, August 9, 2024.
   
  We are deeply sorry to hear about your mother's hospitalization and wish her a swift recovery. 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 on your trip, they have confirmed that the cancellation policy does not permit changes within the 48-hour window prior to your reservation. According to Vail Resorts' cancellation policy for lodging, reservations canceled at least 48 hours before arrival are fully refundable. However, any changes made to a reservation within the 48-hour window are non-refundable and non-changeable. This policy includes any modifications to the reservation. Once within the 48-hour window, reservations are considered non-refundable and non-changeable.
   
  We regret to inform you that we are unable to accommodate your request for a refund. According to ****** established cancellation policies for Lodging, which were agreed upon at the time of purchase, a refund cannot be issued, nor can changes be made as the request was made within the 48-hour window. 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: 08/08/2024

   
  Complaint: 22106695
  
  I am rejecting this response because: I was booked a room for 5 people that this room does not accommodate. Im requesting a refund due to a fire code violation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/14/2024

  Hello ****************,
  
  Thank you for reaching out once again regarding your reservations at *************** by ************* Resort, scheduled from Thursday, August 8, 2024, to Friday, August 9, 2024. We appreciate your effort in providing the updated details of your complaint. Vail Resorts sincerely apologizes for any inconvenience this situation may have caused.
   
  Vail Resorts acknowledges that your trip did not proceed as planned; however, they have confirmed that the cancellation policy does not permit changes within the 48-hour window prior to your reservation. Vail Resorts deeply regrets any frustration this may have caused. According to Vail Resorts' cancellation policy for lodging, which was agreed upon at the time of booking, reservations canceled at least 48 hours before arrival are fully refundable. However, any changes made to a reservation within the 48-hour window are non-refundable and non-changeable. This policy includes any modifications to the reservation. Once within the 48-hour window, reservations are considered non-refundable and non-changeable. Since you attempted to make the reservation change within the 48-hour period before your reservations, no refunds will be permitted.
   
  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,
   
  *****

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to purchase a season pass for my son. I have called several times and was eventually transferred to *******. ******* was extremely rude to me and refused to help. I had several questions, but he became more irate as the conversation continued. I attempted to lower the tone of the conversation and asked to be transferred to one of his supervisors or peers. He refused to transfer me. He has since been calling me back, at least three times now, possibly more. Due to his rude tone and aggressive behavior, I am not answering, but he keeps calling even as I am typing this message. I am seeking support in purchasing my son's pass, and in ensuring that my son's account is correctly aligned to my account. I have attempted to use the online system to purchase the pass, but I am confused as to how to use the online system. I have also attempted to contact the regular customer service support line, but the agents don't understand my questions.

  Business Response

  Date: 08/01/2024

  Hello, ******************, 
   
  We have received your complaint regarding your attempt to purchase the child's veteran-dependent military pass for your son, ****. You mentioned that you had contacted **** multiple times and were informed that you could not purchase the appropriate military pass for your son. Additionally, you reported that the Vail agent you spoke with on the phone was unfriendly and refused to transfer your call further. You also encountered difficulties purchasing the pass online due to the confusing nature of the online system.
  
  We appreciate you taking the time to reach out and provide the details of your complaint. Vail Resorts is aware of your complaint and sincerely apologizes for the inconvenience and your ongoing frustrations. Vail values the feedback regarding your recent experience with one of their agents and assures us that they will provide coaching to the team members involved.
  
  Based on the information provided to us by ****, it was indicated that **** is recognized as a claimed dependent by his biological father. For him to be verified as a dependent, **** would require documentation that confirms his status as his biological father's dependent. If you can access those documents, kindly send them to ****************************************** and one of Vail's agents will assist you with the verification process.
  
  **** hopes that this matter will be resolved positively and extends their best wishes as you move forward.
   
  Sincerely, 
   
  **********;

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22066502
  
  I am rejecting this response because:

  Vail refuses to acknowledge five years of history or to discuss acceptable documentation. I have asked repeatedly what documentation was submitted in the past and they have refused to provide this information. If they would only remind me how I verified **** last year, I would be able to repeat the process.

  ***** statement that **** is his biological fathers dependent is completely untrue and short sighted. He is a ***dependent of both myself and his biological father, spending 50% of his time at both houses, and both houses sharing 50% of his living expenses. For purely tax purposes, he is claimed on an alternating basis between his father and myself.

  **** is refusing to have an open and honest discussion about how I may resolve this issue for the 2024/2025 ski season, despite having no issues for the last several years.

  ***** refusal to communicate with me further only serves to disenfranchise two veterans and our families.

  If Vail would only speak to me in a  calm and productive manner, I would be more than happy to provide the necessary documentation.

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

  Business Response

  Date: 08/07/2024

  Hello, ******************, 
  
  Thank you for reaching out once again. We have received your follow-up and understand that you have still not been able to verify **** for the **************** Dependent Pass with Vail Resorts. We appreciate your diligence in following up with us.
   
  Please be advised that Vail Resorts requires military dependents to re-verify each season they purchase a military pass. For privacy reasons, Vail Resorts does not have access to the documents submitted to SheerID in previous seasons. Vail Resorts can only ascertain whether a guest has been verified and cannot view the actual documents unless they are sent directly to their verification email.
   
  Vail Resorts has confirmed that no documents have been submitted to ***************************************** for **** for the 2024/25 Season. Additionally, they have not received any information from ******* indicating that you have attempted to verify **** for the 2024/25 Season.
  
  We have confirmed the acceptable documents with Vail Resorts. To complete the dependent verification process, Vail requires an official document demonstrating Donn's current status as a registered dependent through DEERS. Examples of acceptable documents include a TRICARE card, a ********** of ******** Affairs letter, or another health benefits statement that lists him as a family member/dependent.
  
  For verification to occur, Vail Resorts or SheerID must review Donn's documents to confirm his status as a veteran dependent. If you can access the documents used to verify **** for the 2023/24 Season, we kindly request that you send them to *****************************************. One of ****** agents will then be able to assist you further with the verification process for the 2024/25 Season. Thank you again for taking the time to follow up with us. 
  
  Sincerely, 
  
  Emily 
   
  
  

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:

  This is helpful. It was not previously explained to me that he could still be verified through SheerID, nor was it explained that **** did not have access to the SheerID documents. Had the information regarding ******* been explained in my original conversation, there would not be an issue. 
  

  I am disappointed that **** was not willing to call me to discuss this matter simply, nor was the representative I spoke with priory to filing my complaint able to clearly explain the process the way this email explained it. I maintain the Vail has lost all connection with their customers. In years past, these were very easy matters to resolve with a simple phone call. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/12/2024

  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.

  On April 16th at 5:45pm I purchased a 5 day ski pass for myself.10 minutes later I decided to purchase a pass for my son and my grandson as a surprise gift. When I went on line today to activate the passes I realized that there has been a mistake on the names. My grandson was ok but whoever processed the order put my name instead of my son's name on the passes I bought for them. As you can see in the documents attached, my name is ******* (I'm French} my grandson's name is ***** (which is correct on the pass) and my son's name is *******. I called customer service and basically was told that they cannot do anything to fix that and that it is my loss. I paid for these passes. I don't want a refund, I want to be able to use what I paid for.

  Business Response

  Date: 07/23/2024

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

  We have received your complaint regarding your recent Epic Pass purchase. You purchased three day passes which were intended for yourself,your son, and your grandson. Unfortunately, the pass meant for your son was purchased under your name despite already having your own pass product. You reached out to Vail Resorts to move his pass and were informed that they were not able to move a pass from one guest to another.
  

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

  Although Vail Resorts did indicate that their passes are historically non-transferable to another guest, they did advise that they would be willing to make an exception in your case. **** has asked that we direct you to add you son as a household member on your Epic account. Once this has been done, please respond to this Better Business Bureau complaint letting us know he has been added. **** will then move the Epic 3-day pass to your son *******.You can keep this channel of communication open by rejecting this initial response.
  

  We regret we are unable to completely resolve your concerns at this moment. However, Vail Resorts assures they will remedy this mistake as soon as they receive confirmation of your son being added to your account. We look forward to hearing from you.
  

  Sincerely,
  ******

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21982393
  
  I am rejecting this response because: 

  I appreciate Vail Resorts willingness to help. As directed I added my son's name "*******************************" as a member of my household on my Epic account. I am now waiting for the 3 day pass to be transferred to him. As soon as this will be done, I will gratefully call the issue resolved. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/04/2024

  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.

  My accounts auto renew was canceled. I called to communicate this and not only did they tell me it wasnt canceled they told me I was stuck paying 2k in September no matter what. They wouldnt even let me cancel it ***** days prior. They werent willing to do anything and kept saying they couldnt issue me a refund but I havent even paid yet. What kind of company does this? We have been with epic for years and this feels like complete fraud and taking advantage of someone. Its the worst experience of any purchase I have ever had.

  Business Response

  Date: 07/13/2024

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

  We have received your complaint regarding your Epic Passes which were renewed despite your request to cancel. You contacted Vail Resorts to cancel the passes prior to the final balance being charged in September however they informed you that they could not cancel the passes and that you were obligated to pay the full amount on the automated future date. As you have reached out in advance of the final balance being charged, you believe that you should be able to cancel passes that have not been fully processed or used.
  

  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.
  

  Although Vail absolutely respects your decision to embrace your mission trip, they did confirm that Epic passes are non-refundable products. Guests enrolled in their Auto Renew program are initially contacted in the spring prior to the down payments being charged. Email reminders are sent advising guests of the account members enrolled in the program, the pass type that will be renewed, the deadline to opt out of renewal, and provides contact information for guests who wish to cancel for the coming season. The Auto Renew policy, which guests are required to agree to at the time they enroll in the program and purchase their pass, does state that guests are required to cancel prior to the provided cancellation deadline. The deadline to cancel for the 24/25 season was April 21st, 2024. Once a down payment is charged, the pass product is guaranteed and non-refundable. You are welcome to review this information by visiting ******************************************************.
  

  Vail did indicate that Epic Coverage is included with all passes purchased/ renewed for the 24/25 season. 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 event such as job transfer. However, the Epic Coverage terms and conditions do indicate the eligibility requirements which must be met in order to qualify. All refund requests are then processed by Vails partner company, Sedgwick. Although they denied your request, you are always welcome to appeal your decision but, you must meet their requests and provide any supporting documentation they ask for. If they do not receive sufficient evidence supporting your case, they are authorized to deny the request.
  

  We regret that we are unable to assist with your request for a refund and Vail Resorts is sincerely sorry for the inconvenience this has posed for your family. They will certainly pass along your feedback to their leadership team as they continue to review their current policies and procedures. However, at this time they will no longer review your request. They welcome you to review the Epic Coverage policy to determine if you have a qualifying event. If you do choose to pursue a refund through Epic Coverage,they hope that it works out to a positive outcome. **** wishes you and your family the best as you move forward.
  

  Sincerely,
  ******