Business Profile

Ski Resorts

Vail Resorts Management Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:06/29/2024
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.
Booked with this hotel on May 6, 2024. Traveling with significant other who tested positive for COVID on June 27. Immediately cancelled and notified hotel on the 27th giving them 5 days notice. During the call with the hotel on June 27, the customer service representative refused to provide any refund or accommodation because they have a policy of not refunding within 7 days of the stay. The last night of our stay would have been outside of that window. I followed up the next morning by email where the customer service representative tried to claim the hotel's policy is to not allow any modifications or refunds within 7 days. I asked for the language of the policy indicating they could not make any modifications and they were not able to provide any response on that. They have provided no consideration or services in exchange for the purchase and their policy clearly encourages travelers to continue with their booking even with an infectious disease. It has cost us the entire booking fee of over $1,000 due to something we could not have prevented and were trying to be conscientious about for the sake of other guests and staff. $1,000 is a significant amount of money and they were not willing to provide any sort of refund even if the room got booked by someone else for the same period of time.
Business Response
Date: 07/10/2024
Hello, ********************,
We have received your complaint regarding a lodging reservation that you made in May 2024. Regrettably, you were forced to cancel your trip due to your partner testing positive for COVID in June. Despite reaching out in advance of your stay to cancel, you were informed that the lodging property would not provide a refund as their policy indicates cancellations must be made at least seven days in advance. Due to the circumstances of your situation and your reason for canceling, you believe that you do qualify for a refund.
We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
Vail absolutely understands your concerns and they regret that your trip was negatively impacted by an illness. They sincerely appreciate your decision to protect the wellbeing of others by staying home. While they sympathize with you and your family, unfortunately Vail Resorts Management Company does not handle refund requests for lodging reservations. Guests need to contact the lodging property they stayed at directly and/or the booking outlet that they used. Additionally, refund policies are set forth by the lodging property directly and any inquiries or concerns must be addressed by them as directly as well. **** did assure that your feedback provided in this complaint has been passed along to The Lodge at Mountaineer Square.
We regret that we are unable to assist with your request.Vail Resorts truly does appreciate your time and your feedback and they sincerely hope that your concerns will be fully and better addressed upon reaching out to the resort you visited. **** welcomes any additional feedback you have and they wish you the best as you move forward.
Sincerely,
******
Customer Answer
Date: 07/10/2024

Complaint: 21919178

I am rejecting this response because: I reached out to the resort directly by phone and email several times, which is the method suggested in the business' response, and there was no attempt made to come to a resolution. Suggesting that I do that a fourth time here is not an appropriate response. There was no attempt to refund any portion of the stay, give a credit towards a future stay or come to any other kind of resolution. At the end of the day, I feel this hotel chain is opportunistic and will take money from their potential customers when able even without providing any services or accommodations.

Sincerely,

***************************
Initial Complaint
Date:06/24/2024
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 seasons ski pass last year in December , but was unable to use it due to death in the family for whom I took care of. I reached out to vail resorts and asked them I wanted to file a request to be refunded as I was unable to go skiing do to the death and anxiety. I was told to provide proof she was a relative and that the person in question was a resident in the household. I provided them with the death certificate, the electric bill with proof of residence and obituary . My claim was denied because it had to be mom/dad. Even though the print says guardian .
Business Response
Date: 07/10/2024
Hello, **************,
We have received your complaint regarding your Epic Coverage refund request which was denied. You purchased an Epic Pass for the 23/24 season which you were unable to use due to the death of a family member.Despite providing the necessary documentation confirming their role as your legal guardian, ******** denied your case stating that your circumstances did not meet the terms and conditions.
We appreciate you taking the time to reach out and to provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your loss and for your continued frustrations throughout this already difficult time. They greatly respect your position and your feedback as a valued guest.
Although Vail absolutely sympathizes with you, they did advise that Epic Pass products are non-refundable unless a refund if approved through Epic Coverage. While the death of a family member is listed as a qualifying personal event under the Epic Coverage terms and conditions, the policy also indicates that a family member is considered your child, Domestic Partner, brother, sister, father,mother, stepchild, step-brother, step-sister, step-parents, legal guardian,****** child, **** or legal ****. ******** does require documentation supporting that the deceased does fit one of these specified roles. Unfortunately, relatives or relations outside of these roles do not qualify for a refund. **** also provided that this policy applies to all their guests regardless of any extenuating circumstances.
We regret that we are unable to intervene or assist with your continued request for a refund however, per Vail Resorts standing policies, Epic Pass products are non-refundable without an approved Epic Coverage request. Given the current information provided and the Epic Coverage terms and conditions, ******** did deny your request after their review. They welcome you to appeal their decision if you are able to provide additional evidence supporting your case and verifying that your lost family member did fulfill one of the dictated roles above. If you do choose to appeal your denied case, Vail Resorts truly hopes that it works out to a positive outcome. They wish you the best as you continue to move forward through this difficult time.
Sincerely,
******
Initial Complaint
Date:06/13/2024
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.
Stopped for lunch while skiing at ************, ** by myself. Bought 1 chicken tender basket and paid with credit card at The Overlook. Did not receive a receipt, but later found out I was charged for 8 baskets of chicken tenders. Thought I paid $16, but I was actually charged $142. Have disputed the charge with my credit card, but they say I cannot fight the charge since I do not have my receipt. I want to make sure they arent scamming more people like this. Absolutely criminal.
Business Response
Date: 06/28/2024
Hello, ****************,
We have received your complaint regarding a purchase you made while visiting ***************************************. You purchased lunch for yourself and paid using a credit card but never received a receipt for your meal.Regrettably, you later discovered that you were in fact charged $142 for eight meals. You have since contacted your credit card company to dispute the charge but they are unable to assist without a valid receipt which you have still not received.
We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
Vail absolutely understands your concerns and they assure that they have reached out to their food and beverage team at ************ Resort. At this time they do not have an update regarding your transaction but they will pass along any information they receive as soon as they are able. They ask that you reject this response in order to keep this channel of communication open.
We regret that we are unable to resolve your concerns at this moment. However, we are confident that Vail Resorts will follow through and clarify the information you have requested. They truly appreciate your continued patience throughout this process and wish you the best as you move forward.
Sincerely,
******
Customer Answer
Date: 06/28/2024

Complaint: 21847430

I am rejecting this response because I received no resolution and would like to keep this channel of communication open.

Sincerely,

***********************
Customer Answer
Date: 07/03/2024
I would like the restaurant to acknowledge I was overcharged and provide a reimbursement of $157. I would also like to ensure this is not happening to more people. I expect high prices on a ski mountain, but this is criminal. I am a single man and could barely afford lunch on the mountain. Overcharging for 8 plates instead of 1 is beyond ridiculous and they should be held accountable.
Initial Complaint
Date:06/13/2024
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.
Oct 11, 2023: $920.95 I spent amost $1000, but never received the service. Called before I headed to the resort and i was told it will be closed by end of June. I went to there on 5/25 and all the resorts are closed at that time. Contacted the customer service with no response at all. I am looking for a refund.
Business Response
Date: 06/28/2024
Hello, Ms. ****************** have received your complaint regarding the Epic passes you purchased in October 2023 that you were unable to use. Despite being told that the resort you planned to visit would be open,upon your trip in May 2024 you discovered that the mountain was closed. You are requesting a refund for the passes you did not use due to the apparent early closure of the resort.
We appreciate you taking the time to reach out and provide the details of your concerns. Vail Resorts is aware of your complaint and they are truly sorry for any miscommunication which has resulted in your continued frustrations. They greatly respect your position and your feedback as a valued guest.
Vail absolutely understands your concerns and they regret that your trip was cancelled due to the end of season closures of their resorts. They strive to keep resorts open as long as possible however, late season is heavily impacted by weather and terrain conditions.Vail apologizes if it was not communicated to you however, all operations are subject to change.
While Vail sympathizes with you and your family, they did indicate that Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. This is dictated in the Pass Purchase policy which is presented at the time guests complete their purchase and the terms and conditions must be agreed to at that time as well. They welcome you to review the Epic Coverage terms and conditions to determine if you may have a qualifying personal event; this policy can be reviewed for your records here: ********************************************************************.
We regret that we are unable to assist with your request for a refund of your unused 23/24 Epic Passes. Although Vail Resorts certainly does understand your position, and they truly respect your additional feedback, they did indicate that their current policies do stand and they cannot make any exceptions. They assure that your comments have been elevated to their leadership team as they review their current policies and procedures. Vail appreciates your time and wishes you all the best as you move forward.
Sincerely,
******
Initial Complaint
Date:06/11/2024
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.
I am writing to express my dissatisfaction with the handling of my refund request for the Epic 5-Day Pass, which I purchased for myself and my partner on 12/03/2024. The total amount paid was $1,063.13, and the confirmation numbers are ********* and *********.Due to my US work **** expiring on 01/23/2024 and the subsequent renewal process initiated by my company in early February 2024, I was advised not to travel outside the ** until the new **** was issued. Consequently, I submitted a refund request under the category of ********** Renewals" on 3/16/2024, including proof of my **** expiration. Unfortunately, Epic immediately disabled both passes upon receiving my request.On 3/21/2024, I contacted ********, the company managing refund claims for Epic Pass, to explain that I could not immediately provide the **** application and government correspondence letter as my lawyer was still working on it. The operator recorded this information in their system.Despite my efforts, ******** continued to demand the **** application and government correspondence letter without clearly explaining what specific documents they required. I uploaded my entire H1B petition document and government receipt notices to the refund system, yet my refund request was denied without any explanation on 5/3/2024.The entire refund process has been highly frustrating and lacks transparency. The refund specialists have failed to provide clear guidance on the necessary documentation and the criteria for decision-making. According to the terms mentioned at the time of purchase, **** renewal and travel restrictions are valid reasons for requesting a refund under the personal event section.More importantly, during the several months from February to May, my pass was disabled, rendering it unusable. This is unacceptable, as I was neither granted a refund nor allowed to use the pass.Given these circumstances, I request either a partial refund for unused days.
Business Response
Date: 06/27/2024
Hello, Mr. **************** have received your complaint regarding your Epic Day Passes which were purchased in December 2023. Unfortunately, you were unable to use them due to the expiration of your US work **** and submitted a refund request through Epic Coverage in March 2024. That request was denied despite your assurance that it was being reviewed and addressed by your lawyer and you are concerned that you were not given proper instructions on what is needed to support your refund request. You continue to seek a refund for that passes that you were unable to use.
We appreciate you taking the time to reach out and provide the details about your situation. Vail Resorts is aware of your complaint and they are truly sorry for your ongoing frustrations. They sincerely respect your position and your feedback as a valued guest.
Vail is sorry to hear about your struggles regarding your **** renewal and they regret that it impacted your winter season. They certainly understand that the process of **** renewals does take time and they apologize if this was not reflected in response to your Epic Coverage case.**** reached out to ******** for additional information about their decision and they were advised that your request was denied because they did not receive any sort of documentation reflecting the expiration date of January 23, 2024.The documentation they received indicated that the date of last arrival was January 15, 2024 and that the status expiration date is dictated as September 28, 2024.Per this information, ******** determined that you, as the pass-holder, were employed within ***************** during the Core Season and that the **** was valid. If you have documentation to clarify that the **** was expired at the time that you submitted your refund request, ******** will certainly review your case further.
We regret that we are unable to assist with your request for a refund of your 23/24 Epic pass. However, per Vail Resorts Pass Purchase policy and their Epic Coverage policy, passes are non-refundable unless a refund is approved for a qualifying personal event. ******** welcomes you to re-open your request with updated documentation and they look forward to hearing from you. Although **** is unable to intervene, they assure that your comments and your feedback have been elevated to their leadership team as they continue to review their current policies and procedures. If you do choose to further pursue a refund through Epic Coverage, they hope that it works out to a positive outcome and they wish you all the best as you move forward.
Sincerely,
******
Customer Answer
Date: 06/27/2024

Complaint: 21835879

I am rejecting this response because:
Dear BBB & ****,
Thank you for taking a look at the issue.
However, in the response letter, it was mentioned that:
"**** reached out to ******** for additional information about their decision and they were advised that your request was denied because they did not receive any sort of documentation reflecting the expiration date of January 23, 2024."
I would like to clarify that the document was already submitted in the original request. The file name is "Explanation.pdf" / "Explanation 2.pdf" which contains the expired **** showing it expired on January 23, 2024. The **** file is also attached to this email.
Additionally, I have opened a new refund request and would greatly appreciate your assistance in following up on it.
Refund Request Numbers:
M24A305876 Yuqing
M24A305878 Yujian

Sincerely,

Yujian Mi
Customer Answer
Date: 06/28/2024
Complaint ID: ******** Additional information regarding this complaint. Dear BBB, I have additional information that would like to add to the case. See details below. In last merchant response, ******** asked me to resubmit a refund request, however, the new request is immediately rejected due to "You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises". I wish the merchant could help follow up on it. Thanks, Complete message below: RE: EPIC COVERAGE PERSONAL EVENT REFUND Guest Name: Yujian Mi Incident Date: 06/27/2024 Sedgwick Refund Request Num: M24A305878 Dear *********: Thank you for filing your Epic Coverage Personal Event refund request. We have completed our investigation and unfortunately, the refund request that was filed does not the meet the Epic Coverage terms and conditions. I understand that you are unable to use your ski pass for the ***** Season due to the following reason(s): ********* Renewals The refund request that was filed does not meet the Epic Coverage terms and conditions for the following reason: You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises Time Limitations: You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises This denial is based upon the information in our possession at this time. Should new information become available which reveals that your refund request should not be denied, we will reconsider your request. Please forward us any new information so we may review. If you have questions, feel free to contact me at the number listed below.

Sent from YUJIAN MI (*****************************)

Business Response
Date: 07/04/2024
Hello, Mr. **************** appreciate you taking additional time to follow up and provide clarifying information regarding your initial complaint. We are truly sorry that we were unable to assist with your request.
Unfortunately, as we previously indicated, all refund requests must be handled by ******** through Epic Coverage. They are responsible for reviewing all information and coming to a decision to approve or deny a refund request. Guests who wish to appeal a decision made by ******** must communicate with them directly. We did reach out to ******** regarding your new case but they were unable to provide any updates at this time. They did assure that they will be in contact with you as soon as they have made a decision or if they require any additional information.
Vail Resorts regrets that this process has inconvenienced you and your family as greatly as it has. While they do sympathize with your situation, they cannot review your request any further. They greatly hope that your newly opened case has a more positive outcome.
Sincerely,
******
Customer Answer
Date: 07/04/2024

Complaint: 21835879

I am rejecting this response because:
******** rejected the case without any providing valid reason. I paid to the business but business is redirecting my refund request to a third party, which does not provide fair and transparent handling process.

Sincerely,

Yujian Mi
Initial Complaint
Date:05/20/2024
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.
9/15/2023 $784 (card ending in 0155) 4/16/2023 $54.95 deposit paid 4/16/2023 $104.95 deposit paid We purchased ski passes for our children - Epic claims that they were sent - they were sent however they were sent to an incorrect address (invalid US address) - we called to correct the address - the passes were then sent out again to the wrong address - we tried contacting the company via phone, chat, email for a full refund - to this day we have yet to be reimbursed All of the correspondences are attached
Business Response
Date: 05/20/2024
Hello, *******.

Thank you for reaching out here. I regret to hear of any issues you had with the receipt of the physical passes shipped to your children. I reviewed your account and confirm the pass cards were shipped to the shipping addresses in their accounts at that time.

Regardless, please note pass cards are always available at any of our resort ticket offices. Our team can easily print new pass cards out for guests.

In further review of your children's accounts, I confirmed they in fact used their 23/24 season passes multiple times each during the season. My apologies, but can you clarify why you are seeking a refund for pass products your children were able to use?

Kindly,
*********;
Customer Answer
Date: 05/20/2024

Complaint: 21736289

I am rejecting this response because:
the passes were NEVER received at **************************************************************************** after several calls and confirmation by Vail Resorts they were shipped to a town and zip with no address (see attached documents) - we also expressed that we did not live within a close proximity to - resort so were unable to get them in person

Sincerely,

*************************************
Business Response
Date: 05/21/2024
Hello, *******.

I reviewed your account and again confirmed the pass cards were shipped to the shipping address that was in your childrens epicpass.com accounts at the time of shipping. I understand that for whatever reason, these may not have been the correct shipping address for your family. I regret any inconvenience this may have caused.

In the event physical pass cards do not arrive at your location prior to your departure for the resort, you can always visit one of our ticket offices and we can print a physical pass card in just a few minutes. In review of your childrens accounts, I confirmed this is exactly what happened when passes were printed for them at out *****, ******* location on 12/13/2024.
I confirm the passes were used during the season as follows:
Child 1: 1/14/23 pass scanned at *************; 1/28/24 pass scanned at Crotched Mountain; 1/31/24 pass scanned at *************; 3/20/24 pass scanned at ******
Note: I confirmed Child 1 as well activated their mobile pass on 01/14/2024.

Child 2: 1/14/23 pass scanned at *************; 1/28/24 pass scanned at Crotched Mountain; 1/31/24 pass scanned at *************; 2/17/24 pass was scanned at *************; 3/20/24 pass scanned at Okemo.
Based on this information, it is clear your children used their Epic Passes multiple times throughout the 23/24 season. Epic Passes are non-refundable in any event outside of a qualifying Epic Coverage event.
As such, please accept this as the final declination of your request for refunds for these passes that were successfully used. If you have questions about Epic Coverage refunds, please refer to this resource:
*******************************************************************;

Thank you for your understanding.

Andy
Initial Complaint
Date:05/14/2024
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.
Auto renew for a 4 day season pass was set on my account. On April 8th I was charged the downpayment for 4 season passesC196. The remaining balance is due Sept 2024 for a next year pass. I called and said I do not want the passes we cannot go. I do not even need the amount they already took but they said that I not only lose the money they already took but now I am under contractual obligation to pay the remainder. This is predatory practice and not acceptable.
Business Response
Date: 05/15/2024
Hello, *********.

Thank you for reaching out here in addition to your call with us on 05/14/2024.
I reviewed your account and confirmed you voluntarily enrolled in auto-renewal for each of your Epic Pass when you purchased your 23/24 season Epic Pass on 04/09/2023. Your auto-renewal settings remained as accepted from that time until we processed your auto-renewal on 4/22/2024.

The deadline for auto-renewal changes was April 7th, 2024. We indeed sent out multiple emails to the email address in your account (and to the head of household account alerting you of the deadline. I confirmed that you first contacted us on 05/14/2024 regarding your auto-renewal settings and payment on 04/08/2024. I confirm that your accounts are now removed/deactivated from auto-renewal for the 25/26 and future seasons.

Auto-renewal provides our guests with the best possible season pass pricing for the upcoming season, with only a $49 initial payment. Additional pass benefits are provided with this early purchase commitment, including (10) Buddy ******** If you have any questions regarding the terms of auto-renewal, please visit ************************************************************************.

Please note we are available by phone, email and live chat at epicpass.com 365 days a year, in the future, if you have any questions or issues with your epicpass.com account, please reach out to our team so we can assist you in advance of any deadlines, or at any time.

Kind regards,
*********;
Initial Complaint
Date:05/13/2024
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.
In April 2023, I purchased an epic pass for me and my family. There was an auto renew setting turned on. I was not able to locate on the website any location on how to turn this off. On the epic website they claim that they will notify people 30 to 60 days prior to the auto renewal deadline that a charge for renewing is going to happen and that you have until 4/7 to change the setting. I never received there emails. I have screenshots of my spam, trash and inbox that shows I never received this email. I ask the customer service on 5/13 to send me documentation that they sent me these emails, but I was hung up on and another person said she sent me the emails that I was apparently sent previously and did not receive those either. I spent 2 hours trying to speak to someone to help me and I was either disconnected while on hold or kept being sent to new people without being helped. In addition, the company will not let you delete a card on their website. I do not want my card number being held on their website as I feel as though this company is not being held to standards to deter fraudulent activity. I finally got someone to send me an email showing the missed email they said they send but the java script from the original email is dating today not on 4/22 when they claimed they sent it.
Business Response
Date: 05/15/2024
Hello, ****.
Thank you for reaching out here. I reviewed your account and confirmed you voluntarily enrolled in auto-renewal for your Epic Pass when you purchased your 23/24 season Epic Pass on 05/29/2023. Your auto-renewal setting remained on from that time until we processed your auto-renewal on 4/22/2024.
The deadline for auto-renewal changes was April 7th, 2024. While you can change your auto-renewal settings at anytime in the year prior to April 7th, we indeed sent out multiple emails to the email address in your account (and to the head of household account additionally alerting you of the deadline. I confirmed that you first contacted us on 05/13/2024 requesting a change. I apologize if you had any issues with the phone connection, but confirm you were able to speak with an agent, who successfully removed you from auto-renewal for the 25/26 pass season.

Auto-renewal provides our guests with the best possible season pass pricing for the upcoming season, with only a $49 initial payment. Additional pass benefits are provided with this early commitment, including (10) Buddy ******** Once the auto-renewal purchase is made, however, this represents a commitment to complete the pass balance payment in September. If you have any questions regarding the terms of auto-renewal, please visit ************************************************************************.

I confirm that no payment card information is held on our website and all credit card related information is managed in compliance with the *** Security Standards Council.

Please note we are available by phone, email and live chat at epicpass.com 365 days a year, in the future, if you have any questions or issues with your epicpass.com account, please reach out to our team so we can assist you in advance of any deadlines, or at any time.
Kind regards,
*********;
Initial Complaint
Date:05/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/29/2023, I purchased three ski passes and three ski rentals (1 adult and 2 children under the age of 18) through EPIC Pass (Vail Resorts) to use at ********** for the week of 12/24/2023 - 12/31/2023. In August 2023, I was diagnosed with advanced ovarian cancer and undergoing treatment but was in between treatment cycles during the month of December 2023. On December 22, 2023, I had an extreme reaction to some antibiotic medication I had been prescribed through urgent care due to delayed wound healing from the oophorectomy surgery I had the end of October 2023. Due to this, we had to cancel our trip plans and called EPIC immediately to see about a reimbursement. They advised us that they would send us a link for us to upload the physician letter in order to process this. After not receiving this link for several weeks and repeated phone calls, we finally received the link the beginning of February and submitted the letter. At the end of March 2023, we received one check for $372.00 that only covered the cost of my adult lift ticket pass. The claims for my ski rental, my kids ski rentals, and my kids ski passes have been denied because EPIC representatives have stated that under no circumstances are rentals reimbursed and that my children (who cannot even drive) could have utilized their passes without me. We have called EPIC every week since the incident with promises that a manager would return our call and that has never happened. This process has been ridiculous and I cannot believe that even with medical documentation we cannot resolve this. I have attached the physician letter and can provide any and all medical support to justify this refund. The claim numbers are: M23A229562 (*************************** - lift pass/received); M23A229563 (*****************************, Age 13 - lift pass); M23A229564 (***************************** - rental); M23A229566 (***************************, Age 15 - lift pass); M23A229567 (*************************** - rental & *************************** - rental).
Business Response
Date: 05/13/2024
Hello, ******.
Thank you for reaching out here in addition to our correspondence....

I regret to hear of the complications related to the medication provided to you by your medical providers, and the disruption this caused to your imminent trip to one of our resorts. I wish you a full and speedy recovery from your illness.

I understand that missing out on a planned family trip where you made financial investments makes an illness even harder and more frustrating. I deeply regret your family was unable to do the trip in December, or to reschedule for another time during the 23/24 season.

I reviewed your account and confirmed your purchase of Epic Day Passes for you and two family members. While I understand you were planning to use the passes on specific dates, these passes were valid for use on any days in the 23/24 season, at any of the 32 resorts the passes provide access to.
As an advanced-commitment product with access to resorts across ************* and ****** at an incredible value (as compared to lift tickets and other ski-related products), Epic Passes are non-refundable.
We understand that lift events do happen, and as such Epic Passes do come with Epic Coverage as a pass benefit. While not insurance, Epic Coverage can provide the opportunity for the individual pass holder to receive a refund if certain life events prevent them from using their pass in the season for which it was purchased.

Information regarding Epic Coverage and how to make a refund request is available where you made your purchase at epicpass.com, specifically at **************************************************************. This information is always available, including when you agreed to the terms while making your purchase.

In review of your account, I confirm your Epic Coverage refund request M23A229562 opened on 12/24/2023 was approved and paid out.

The Epic Coverage benefit, however, does not typically extend to other pass holders or individuals (excepting limited circumstances), nor to other services that the passholder may have reserved, such as rentals, lessons, lodging or other services the passholder may have agreed to purchase. Epic Coverage is not insurance, is it pass benefit specific to the pass and passholder only.
That being said, I reviewed your daughter ******* account and confirm their EC pass refund request #M23A229566 has been approved and paid out.

For information regarding the cancellation policies for rentals, please visit snow.com or the website where you booked your rentals. If you booked through **************************************************, you can always call ************ or email ****************************************** to inquire about cancelling your reservations.

In conclusion, your pass and ******'s passes were refunded through Epic Coverage.

In the future, if you wish to have a lift-access product that provides more flexibility, please consider purchasing lift tickets, as these are fully refundable, with no questions asked, up to 5:00PM of the day of expiration of the ticket(s). Feel free to reach out at any time with questions regarding options for advance-purchase lift ticket pricing, or any other questions you may have about our pass and lift ticket products.

Kindly,

*********;
Customer Answer
Date: 05/13/2024

Complaint: 21689867

I am rejecting this response because: Despite the lengthy explanation given, I could no longer utilize the pass because I had adjuvant chemotherapy in the spring of 2024 due to ADVANCED OVARIAN CANCER. Furthermore, if you were to make accommodations to refund one child's ski pass (***************************) then why not for both children (*****************************). Both of my children are minors, under the age of 18, and cannot conduct a trip without me. We did not cancel the December trip because of a "medication" issue. We cancelled the trip because the medication caused my already compromised immune system due to chemotherapy to crash. I am shocked frankly that I am having to give such justification for a medical emergency and that this is the business response. Again, I am requesting a complete refund for all passes and ski rentals.

Sincerely,

***************************
Business Response
Date: 05/15/2024
Hello, ******.

Thank you for your reply here.

I understand you are requesting a complete refund for the passes and rentals you purchased. Epic Coverage is included with each of your passes and covers certain life events individually. All Epic Coverage requests are managed by our partner ********. If you have any questions regarding the terms of Epic Coverage and your refund requests with ********, please contact them at ************, or by email at *************************.

The terms for rental cancellations are available at *********************************************************************************. If you wish to discuss your cancellation with the Epic Mountain Gear team or request a refund for your rentals, please contact them at ************ or by email at ******************************************.

Thank you for your understanding and, outside of the actions you can take above, please accept this as the final declination of your request.

Kindly,

*********;
Customer Answer
Date: 05/17/2024

Complaint: 21689867

I am rejecting this response because: Nothing was resolved and am instead being pushed to another company. Am I to understand that no you are no longer offering the refund for *************************** for approximately $227.00 as per your last correspondence? I just want to ensure that I have the details correct so I can update the Consumer Investigative Producer that we are talking to at NBCUniversal about this issue. Please advise.

Sincerely,

***************************
Business Response
Date: 05/20/2024
Hello, ******.

I reviewed your account and confirmed the Epic Coverage refund refund request your made with ******** for *************************** was approved and paid out by ******** on 5/10/2024. If you have any questions about this refund, please contact ******** at ************, or by email at *************************.

Kind regards,

*********;
Initial Complaint
Date:05/06/2024
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 bought an EPIC Pass hoping that I would be able to ski the following season. I paid around $200 for a 2 day pass. However, I injured my shoulder and couldn't ski as an unforeseen circumstances. I went to Physical Therapy for the injury and acupuncture, as my physician was on leave at the time and I had to seek for best help at the time. It took me 6 months to be able to function normally again and I'm still to this day having some problems performing some actions. This is where the problem comes in. EPIC has a guaranteed return policy where if you have an injury, they will be refunding the amount that you paid. I have written notices from my physical therapist and acupuncturist, however. they wouldn't accept it. This information was not notified prior and has made my pass completely useless. Why do you advertise all passes are insured when you don't even honor any form of proof? They don't even make these passes transferrable and they have terrible service overall.
Business Response
Date: 05/08/2024
Hello, *****.

Thank you for reaching out here. I regret to hear of your shoulder injury and wish you a speedy and full recovery.
Every Epic Pass does include Epic Coverage at no extra charge. While Epic Coverage is not insurance (and we do not advertise it as such), this pass benefit does provide the opportunity for refunds for certain personal events. Refund requests must be made in a timely manner in accordance with the terms of Epic Coverage that you agreed to at the time of purchase. For reference, these are available here: ************************************************************;
I reviewed your account and confirmed you first reached out to us regarding your refund inquiry on 02/27/2024. We advised you how to request a refund through Epic Coverage at that time with our partner ********. You contacted us again on 03/27/2024 and we again advised you how to request the refund with ********.
I confirmed a refund request was opened on 04/09/2024, and that remains open. If you have any questions or additional information to provide ******** so they can complete a review of your request, please contact them at ************ or by email at *************************.

Let me know any questions, and I wish you well with your recovery.

Andy

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Vail Resorts Management Company is NOT a BBB Accredited Business.