Reviews

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

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Vail Resorts Management Company has 18 locations, listed below.

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

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  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

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  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

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  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

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  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

Review Details

• Review fromJon H

  Date: 12/05/2022

  1 star
  **************** number called are answered by people who don't care about the situation you try and explain, they just say NO. They don't listen for understanding, have no empathy and are a bad stain on **** Resorts. This is the **** Resorts company culture.Seems there are better places to spend my money than with ****. I'll pick another resort that cares about their customers.

• Review fromTamara N

  Date: 12/03/2022

  1 star
  Experience of a lifetime?Well, I dont think so.My boyfriend and I contacted **** resorts regarding purchase of student ski pass for ******** and never got any response. Very unprofessional.Not to mention how high they prices are, not allowing person with modest income to be able to have experience of a lifetime.Very disappointing.

• Review fromAndrea P

  Date: 11/14/2022

  1 star
  Terrible customer service. People hired to answer the telephone are in the ***********. They cannot help. CALLED several times and cannot help to resolve problems.

• Review fromTodd F

  Date: 11/07/2022

  1 star
  Horrible customer service. Confirmed address changes only to have them mail to 2 yr old address - twice! They dont reply to customer support emails and have no competency. This place should lose its stranglehold on the ** market

• Review fromConnie B

  Date: 10/13/2022

  1 star
  **** Resorts, what should be a proud ******** company, is just a scam business committing fraud. When I purchased online a 4-pack pass for my 17-year old daughter last year, they claim I clicked on auto-renew for the upcoming year. I did not intend on auto-renew and it is impossible to get out of auto-renew. They automatically charged my credit card and my daughter does not intend on skiing this year so we are paying them without receiving any benefit. I think that is their scam. Bump up their revenue from people that will not be visiting their resorts and adding to their long lines. **** Resorts refused to refund my money. They directed me to their insurance process for a qualifying loss, which is impossible to meet the document requirements because there are a very narrow set of circumstances in which to get a refund. I filed a complaint with the ******** ************************** ******** AG directed me to file a complaint here. I likely will not receive my money returned but I will NEVER visit another **** resort or shop at EPIC Sports, owned by **** Resorts. I have likely spent over $2000 there in the last two years. Never again and I will tell everyone I know what a fraudulent operation **** Resorts has become. **** Resorts, I hope you are proud. Now, I just want as many people as possible to know the truth. Read the entry below from 9/23 and 10/9. They have no remorse, just their shoddy explanation of claiming "we sent you an email". The employees should be embarrassed to work for such a fraudulent company. Be aware.

• Review fromDevon B

  Date: 10/09/2022

  1 star
  I signed up for a month to month billing thinking I would be billed a small amount each month. Instead they just delay all of your payments until months later and hit you with hundreds of dollars all of a sudden that they will *** you if you don't pay. When they finally took the $577 out of my account they charged it again 2 weeks later. I called 3 times to dispute the charge and received no help. I have now submitted the double charge as fraud to my bank. My 19 year old friend was also double charged the same way. Luckily they didn't have the funds in their account for the second transaction to go through.

• Review fromShannon M

  Date: 09/21/2022

  1 star
  Unless you are 100% certain that you will be skiing every single year for the rest of your life - DO NOT BUY THEIR PASS.We bought the annual pass - there is NO WAY to go online and cancel auto-renewal or delete your payment information - and then my husband ended up tearing a disc in his back halfway thru the season.We called and filed the claim for a partial refund for the season and asked them to cancel the auto-renewal since we were not able to. We received a partial refund - but they DID NOT cancel the auto-renewal as requested. For FOUR MONTHS we have been going through this battle. Even though we asked them to cancel the auto-renewal we still have to go through the 'epic coverage' for the refund and he has to go back to the doctor AGAIN ($100 to see a specialist) to get up to date paperwork stating he can't use the pass this year. No way around it - supposedly.Seeing if I can claim a fraudulent charge instead. STAY AWAY FROM THEM!

• Review fromRICK W

  Date: 09/16/2022

  1 star

  RICK W

  Date: 09/16/2022

  Is there a "zero stars" review available? I'm also a victim of their auto renew SCAM! $3.2K wasted, and they won't issue a refund when my family needs have completely changed in 2022. I saw the charge to my CC just yesterday...called today to ask what was going on...auto renew was stuck on. They charged my CC and won't refund anything, despite the fact that I was willing to buy a couple of passes, instead of the 4 that were auto renewed. UNBELIEVABLY POOR CUSTOMER SERVICE!!!

  Vail Resorts Management Company

  Date: 10/25/2022

  Hello ******************,Thank you for taking the time to reach out and express your concerns regarding Epic pass and **** Resorts. They are aware that you have contacted the Better Business Bureau and they apologize for your frustrations. Your feedback and your position are both respected and valued.They understand that you were not aware of the Auto Renew enabled on your familys account until after you were charged the full amount for four Epic passes. You reached out to cancel the passes, or cancel a couple of the passes, however they informed you that your passes could not be cancelled or refunded. They are sorry for the frustration this has caused and for any miscommunication or confusion.As you have been advised, your familys passes were enrolled in Vails Auto Renew program. Based on their records, **** determined that auto Renew was enabled online at the time passes were purchased for the 21/22 season. They also confirmed that email reminders regarding initial deposits and the final balance charges were sent to the email address on file linked to the head of house. After review of your account, they determined that email address was *********************** and email reminders were sent beginning in March 2022. In addition to a list of household members enrolled in Auto Renew, these emails also provided contact information for guests who wished to cancel Auto Renew prior to initial deposits being charged on May 17th. They recognize that you did not intend to renew passes for all four family members and they are truly sorry for your frustrations. However, Epic pass products are non-refundable once a deposit has been charged. Although they cannot assist with refunding the unwanted passes, **** has included Epic Coverage with all passes for the 22/23 season. Epic Coverage is included at no additional cost and provides coverage for qualifying personal events (e.g job loss, personal illness, injury, etc.). You are welcome to review a detailed list of qualifying events as well as the terms and conditions of Epic Coverage by visiting https://www.epicpass.com/policies?tc_1=1. If you believe that you and/or your family have a qualifying event, you can submit your request for a refund by calling ************** or by submitting an online form at ?https://intake.sedgwick.com/u/****.We certainly understand your frustrations and we are sorry for any challenges this has posed for your family. Unfortunately, per Vails standing policies, Epic passes that are renewed through the Auto Renew program or purchased manually are non-refundable unless a refund is approved through Epic Coverage. **** is consistently reviewing and improving upon their standing policies and procedures and your feedback as valued guests is greatly appreciated throughout this process. If you do choose to request a refund through Epic Coverage, they hope that it works out to a positive outcome for your family.

• Review fromBernadette P

  Date: 09/15/2022

  1 star

  Bernadette P

  Date: 09/15/2022

  Agree with posters here. Very deceptive business. I contacted when renewal was coming up. Thought I cancelled. Just saw the charge pending on my CC 3 months later. They say they can't cancel. BE AWARE!!!!

  Vail Resorts Management Company

  Date: 09/23/2022

  Hello **************,We appreciate you taking the time to reach out and to express your concerns regarding **** Resorts and Epic pass. **** is aware that you have reached out and they apologize for your frustrations. Your feedback is greatly valued as is your position as an Epic pass-holder.They understand that you have been charged for a pass that you had not intended to renew for the 22/23 season and that you believed you had opted out of their Auto Renew program in time to cancel the charge. **** was able to verify in their records that they received your request on August 10th to cancel your pass. They also confirmed that you have been removed from Auto Renew for all future seasons. Unfortunately, the deadline to cancel Auto Renew for the 22/23 season was May 15th and they could not cancel your pass for the current season. They apologize for any confusion which lead to your frustrations.**** Resorts did send email reminders to guests enrolled in the Auto Renew program beginning in March 2022 regarding the upcoming renewal. These email reminders included a list of each account member enrolled in the program as well as contact information for those who wished to cancel prior to the opt out deadline. **** was able to verify with their marketing team that these emails were successfully sent to the email address linked to your Epic pass account. As you are aware, Epic pass products are non-refundable once a deposit has been made. This is addressed in the pass purchase and Auto Renew policies which are published on epicpass.com. Although **** cannot cancel your current pass, they did include Epic Coverage with all pass products. The Epic Coverage policy, which is included at no additional cost, covers qualifying personal events (e.g. job loss, illness, injury, etc.). A full list of qualifying events is included in the Epic Coverage terms and conditions which are also available on epicpass.com. You are welcome to review these details and if you determine that you have a qualifying event, you can submit a refund request by calling ************** or by visiting ?https://intake.sedgwick.com/u/****.?**** truly does value your feedback and they respect your frustrations and your position. They assure that they are constantly working on improving their standing policies and procedures in order to provide the best experience for their guests and they will absolutely reflect on your comments as they do so. They regret that they are unable to assist with your request for a refund but, if you choose to pursue a refund through Epic Coverage, they hope that it works out to a positive outcome for you and for your family.

• Review fromBrian B

  Date: 09/14/2022

  1 star

  Brian B

  Date: 09/14/2022

  Really bad refund policy. there's no reason to be on autorenew. zero value. just wait until winter sale if you want. I tried to cancel in June. No goods or services have passed to the customer. Might be one of the most deceptive programs I've seen. The emails they send don't mention that your $49 payment locks you in to purchasing the whole thing, rather that to stay in the autorenewal program. BBB seems to acknowledge there's nothing to be done.

  Vail Resorts Management Company

  Date: 10/09/2022

  Hello ****************,We appreciate you taking the time to reach out and to express your concerns regarding **** Resorts Auto Renew program. They greatly value your input as an Epic guest and understand your frustrations. They respect your position regarding Auto Renew and their refund policies and they apologize for any challenges they have presented you with.As you are aware, initial deposits for passes enrolled in the Auto Renew program are charged in late spring/ early summer. **** advised that those deposits were charged on May 17th for the 22/23 season. Additionally, email reminders are sent out prior to these charges being processed. These emails include contact information for guests who wish to cancel their passes prior to the opt out deadline; the opt out deadline for the current season was May 15th. **** apologizes if there was still any additional confusion regarding Auto Renew.While the email reminders may not directly state that passes are non-refundable once deposits are taken, both the Auto Renew policy and pass purchase policy do state that Epic pass products are non-refundable once purchased or renewed. These policies are presented at the time guests purchase a pass product and/or enroll in the Auto Renew program and guests are required to acknowledge and agree to the terms and conditions prior to completing their purchase. These policies are published on epicpass.com and can be reviewed by visiting https://www.epicpass.com/policies?tc_1=2. As we previously stated, **** is sincerely sorry for your frustrations. They are obligated to uphold their current policies which do state that passes are non-refundable once a deposit has been made but, they also assure that they will review the current content provided in their email communications in order to provide clarity and a better experience for their guests. Your feedback is truly valued and appreciated and they wish you and your family the best.