Complaints

• Initial Complaint

  02/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am submitting this complaint regarding Vail Resorts failure to process my refund request in accordance with their stated policy.I purchased an Epic Ski Pass for the 2024/2025 season for a total of $529. My first payment of $49 was made on May 29, 2024, and the remaining $480 was paid on September 13, 2024. The ski season began on November 22, 2024, and I had made plans to ski in December in *****, including booking a ******** late November 2024, I learned that I was pregnant and had my first medical visit on December 4, 2024. At the recommendation of my clinician, I immediately canceled my ski trip. In January 2025, I became aware of Vail Resorts refund policy, which includes pregnancy as a valid reason for a refund. On January 25, 2025, I submitted my refund request along with all required documentation, including the necessary paperwork signed by my clinician.Since then, I have made multiple attempts to follow up with Vail Resorts regarding the status of my refund. Their website states that refund requests are processed within 7-10 days. However, despite my repeated outreach via email and phone, my request has not been processed. When I called, a representative confirmed that my documents were received and assigned to a worker but could not provide any information about why my refund had not yet been reviewed or processed. My emails have gone unanswered.I am requesting that Vail Resorts honor their refund policy and issue my refund without further delay. Additionally, I would like the company to improve its customer service response times and ensure timely processing of refund requests in accordance with their stated policies.

  Business response

  02/18/2025

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

  We have received your complaint your Epic Coverage refund request. You submitted a request on January 26th because you are pregnant and unable to use your Epic Pass this season. At the time that you submitted the request you received communication that your request would be reviewed and processed within 7-10 business days. Unfortunately, you did not receive a response or resolution within that time frame and upon reaching out to Sedgwick, the company responsible for processing refunds, you were told that they did not have the necessary information to review and resolve your ******** are seeking assistance with having your request processed as soon as possible.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your case be reviewed immediately. ******** has now approved your refund request and a check has been issued to the address they have on file. Your check should arrive shortly and additional information regarding your case has been sent to your email address on file as well. If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.
  

  We are very sorry to hear about your frustrations. However, we are glad that Vail Resorts was able to help with getting your refunds approved through Epic Coverage. They wish you the best as you move forward and congratulate you on your growing family.
  

  Sincerely,
  ******

  Customer response

  02/18/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2 passes were purchased which claim to include refund coverage in the event of covered events. Refunds are being refused regardless of event that is clearly defined as covered (hospitalization / illness of family member - over 100 days in hospital and on oxygen support for full ski season)

  Customer response

  02/21/2025

  Good morning,
  
   I am writing to inform you that the business has resolved the issue filed under complaint ID ********.
  
  Let me know if there are any questions.
  
  Thank you,
  **** N
  

  
  

• Initial Complaint

  02/13/2025

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Our family had two ski trips planned for late December 2024 and February 2025. My wife went in for elective surgery in November and had complications and almost died She spent six weeks in an *** in a coma I submitted for an epic pass refund for myself and for my son and wife. I submitted hospital discharge paperwork as well as physical therapy prescriptions. The refund was approved for two of my seven claims and not for the other five. They asked for additional information which I provided in a letter from the chief surgeon of the hospital The letter stated her diagnosis, her condition and stated she was not able to travel due to the severity of her injury. ******** Your vendor has been extremely difficult to work with and continues to ask for additional information. Im not sure why a letter signed by the chief surgeon of the hospital stating that shes unable to travel is not enough He also states in the letter how significant the injury was and the time of the injury Situation with my family has been extremely difficult and dealing with ******** has made it worse

  Business response

  02/14/2025

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

  We have received your complaint regarding the Epic Passes you purchased for family trips in December 2024 and February 2025.Unfortunately, your wife suffered severe complications from recent surgery which prevented your entire family from using your passes in full. You submitted a request for refunds of seven passes and receive refunds for two of them. However, the other five have not yet been refunded and the company responsible for processing refunds continues to ask for additional documentation to support your request despite already receiving the necessary information.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. 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 your concerns and they are truly sorry for any inconvenience this has caused you. Fortunately, they did advise that they were able to contact their partners at ********, and they requested that your cases be reviewed once again. ******** has now approved the remaining five refunds for your family and confirmed that checks will be sent out shortly.If you have any additional questions regarding your Epic Coverage cases, please contact ******** directly.
  

  We are very sorry to hear about the difficulties your family has faced recently. However, we are glad that Vail Resorts was able to help with getting your refunds approved through Epic Coverage. They wish you the best as you move forward and wish your wife the best as she continues to recover.
  

  Sincerely,
  ******

  Customer response

  02/19/2025

   
  Complaint: 22936262
  
  I am rejecting this response because:

  pleased with the processing of the lift ticket passes.  I did an epic equipment pass that I would like refunded as well. Please tell Vail resorts thank thank you for the quick response and quick action.  If they could refund me for the epic equipment pass, then we can close this action and move on. Thank you for the help

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

• Initial Complaint

  02/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Over charged for my hotel stay at the ************ Account # ******

  Business response

  02/13/2025

  Hello, Mr. ****************** have received your complaint regarding your recent stay at the ************ in ********* during a business trip. You indicate that you were told you could cancel or make changes to your reservation up to 30 days prior to your stay at the time that you made your reservations; that was back in July 2024. You also indicate that you did reach out to change your departure date and were told that it would be no problem and the change had been made.However, upon your stay you were informed the request to shorten your stay had not been made nor had it been recorded. You are still seeking a refund for the day that you were unable to stay and that you state was cancelled within the cancellation window.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Although they absolutely understand your concerns, Vail Resorts Management Company is unable to assist with charges associated with lodging reservations. Each lodging property is responsible for their billing department and any concerns or requests must be addressed by them directly. If you need any additional assistance with contacting a representative at the property or at the resort,Vail will gladly provide any information they have.
  
  We regret that we are unable to provide any refunds or billing adjustments however, per Vails instructions, these concerns must be addressed by the lodging property directly. We sincerely hope that the property will be able to provide more information and a positive outcome. Vail Resorts truly does appreciate your time, and they respect your feedback and assure that your comments will be passed along to the appropriate teams. They wish you the best as you and your family move forward.
  
  Sincerely,
  ******

  Customer response

  02/14/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  02/08/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Sedgwick Refund Request Num: M25A360677 (Self) and M25A360785 (Partner)On 12/30/2024, I, ****** Bee suffered a qualifying injury for partial refund of the EpicPass for Season *********, for both myself and my partner. Both of our claims were approved. And Sedgwick *************************** indicated that the refund will be processed based on number of days the pass was used. For each of the 2 claims, the refund provided by ******** was $559.74 for 3-days usage, at 57% of the purchase price of $982 per pass.However, the refund is calculated incorrectly. My partner and I had only used the passes for 2 days listed below, and therefore should receive 71% of the Purchase Price of $982. I have requested ******** to provide proof of the erroneous extra day of usage, where the pass was used, and send the correct amount as soon as possible, which should be a total of $697.22 for each claim, or $137.48 additional for each claim, or total of $274.69 additional. The correct days used: (1) ************* Resort on 12/15/2024. (2) Andermatt in ***********, the day of the accident on 12/30/******* far, ******** has failed to respond or provide proof of the alleged extra day of usage, neither the date nor the resort used at. My phone call to ******** was transferred to Vail Resorts, while waiting for a representative, I was disconnected without warning.This entire experience was extremely unpleasant, given that ******** first closed our claims because its website was defective and the attached documents were not received. My partner and I had to open new claims, repeatedly attach and send documents, to get our claims approved after more than 30 days, and to do so while suffering from a severe injury. And yet after the claims are approved, the refund amount is still $274.69 short.Not only should the refunds be corrected immediately, but 100% full refunds of our passes is justified given the unprofessional prolonged experience.

  Business response

  02/18/2025

  Hello, Ms. ***************** have received your complaint regarding the amount for the refunds you received for your Epic Pass as well as the pass for your *********** indicate that you only used your passes two times and should have received a refund of $697.22 each however, you each only received refunds of $559.74. You requested evidence of a third day being used but have not yet received a response from Vail Resorts or Sedgwick, the company responsible for issuing refunds. You are now seeking full refunds of the passes due to your experience.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint, and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns. They have advised that they reached out to ******** for more information and an update on your behalf. At this time, they do not yet have an update but assure that they will pass along any information that they do receive as soon as possible. **** has asked that you keep this channel of communication open by rejecting this initial response. They will let the Better Business Bureau know once they have additional details to pass along.  
  

  We regret that we are unable to assist with your request for a refund immediately. However, we are confident that Vail Resorts will continue to follow up with ******** until they get additional information and an update regarding your refund request. They thank you for your patience and look forward to helping you resolve your concerns.
  

  Sincerely,
  ******

  Customer response

  02/18/2025

   
  Complaint: 22915929
  
  I am rejecting this response because: Per direct message - **** has asked that I keep this channel of communication open by rejecting this initial response. They will let the Better Business Bureau know once they have additional details to pass along.  
  
  Sincerely,
  
  Sydney Bee

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was the first time of me purchasing an Epic pass. On 12/1/2024, I contacted Epic Pass via phone at around 3pm PST to inquire about a pass upgrade for my husbands pass since he wants to use it at ************. I was told that it can be upgraded for a charge of $78 (the actual number may be a little off, but essentially the cost difference between the two passes). The agent was very pleasant and did not mention at all about a deadline or I had to do it by a certain time. I even asked but was assured that I can just call back to upgrade. I thanked him and told him I will do it soon once I confirmed. Our family did go to North Star on 1/4/2025 and we got another ticket for my husband and deliberately not use his pass but my kids used theirs. I called 2/5/2025 around 11:55am and after being transferred several agents and the first one claiming that there was no of my call, I was able to locate my inquiry call about the upgrade on my T-Mobile phone bill.They researched it and did acknowledge finally that I did call and in fact the agent never informed me that I cannot upgrade my pass later. I was sent to escalation and ******* claimed that the company has since cut off the upgrade. I stated that I made an effort to call and was given no information from the agent about a deadline. ******* says that the company can change the terms. My defense was that I just took the word of the agent. I was told that the deadline to upgrade was 1/31, but I was never given that information. While I could have called for the upgrade earlier, it was not at the top of mind due to the kids going back to school and then the California fires. We were on evacuation watch as there was evacuation alert at the boundary right beside us. We also had friends that lost everything. My desire outcome is to honor what your agent told me over the phone and was recorded. I just want my husband to be able to use the pass on 2/10 and 2/11.

  Business response

  02/07/2025

  Hello, **** ****,
  

  We have received your complaint regarding your recent experience with Vail Resorts amidst your request to upgrade your husbands Epic Pass. You had contacted Vail Resorts to inquire about upgrading and indicate that you were never told there was a deadline to do so. Upon reaching out once again on February 5th, you were told that they were no longer allowing upgrades. They also advised that there was a deadline which was January 31st. Due to outside factors such as school and the wildfires in **********, you di not get a chance to reach out prior to that deadline. You are requesting that they honor the upgrade due to misinformation.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are sorry for the unnecessary stress that has caused you and your family. They were able to confirm that they have since spoken with you and have resolved your issue and your request directly. At this time the Better Business Bureau will close your complaint as resolved.
  

  We are very glad to hear that Vail Resorts was able to work with you and resolve your concerns prior to the intervention of the Better Business Bureau. They look forward to welcoming your husband to *********************************** and wish you the best.
  

  Sincerely,
  ******

  Customer response

  02/07/2025

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We skied at ***************** resort on Feb 4. Trying to make our way to the Mountain Village to exchange demo skis, Iron Mtn Express stopped midway for 20m. We could not feel our legs due to bad blood flow. Once on top, we headed to Quicksilver, which was paused due to wind (happens). An Vail operator (male) told us we can wait for an en route shuttle to Mountain Village. Waited another *****m, then another operator came to say the shuttle will go to ******* from which point we had to take another ride to Mountain Village. By this time, we (and many others) who had waited all this time for the shuttle to ********* felt tired, frustrated, and angry. We decided to end our day around noon, having only skied for 2 hours. We expect the lift ****** we purchased and the buddy ****** burned to be returned. We also lost 30% of our ski days during this trip, having flown from ******* and ******, and so expect appropriate compensation, such as credit to be used for future lift ******s or passes.

  Business response

  02/11/2025

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

  We have received your complaint regarding your recent experience at ********************************. You indicate that you were stuck on a chairlift for about 20 minutes and were then advised to take a shuttle bus down the mountain because lifts had been placed on a wind hold. One of the mountain operators informed you that a shuttle would arrive shortly but still took an additional 20 minutes to arrive. Additionally, you had been told that the shuttle would take you directly to **************************************** but later discovered that it required you to switch shuttles at ***************. Due to the misinformation and inconvenience, you are requesting a refund for lift tickets purchased and future credit.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret that your trip was negatively impacted. They advised that they are currently reaching out to ********* Mountain directly to get further information on the events that you indicated from February 4th. Regrettably, they are unable to provide an update or resolution at this time but assure that they will provide an update as soon as possible. They ask that you reject this initial response in order to keep this channel of communication open.
  

  We apologize that we are unable to resolve your concerns at this time. However, we are confident that Vail Resorts will follow up with the information they receive from their team at *********. They greatly appreciate your patience and hope to provide a positive outcome to your request.
  

  Sincerely,
  ******

  Customer response

  02/11/2025

   
  Complaint: 22899737
  
  I am rejecting this response because: **** asked to reject to keep the case open.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased 8 Epic single-day passes on December 1, 2024 for a family ski trip. I specifically asked all 8 passes be mailed to a single address - I'd heard of people having issues with receiving passes in a timely manner and I am skiing with people who have accessibility needs requiring a physical pass - not a pass on the app. On January 3rd we had not received any passes - when I followed up I was told 2 passes has been mailed to the address - they never arrived, the other 6 had not been printed and mailed. I requested all 8 passes be mailed to the single address. A few days later I received an email confirming 6/8 of the passes would be shipped to the correct address and 1 would be shipped to an address I had never provided. I called again and spoke to someone in ******** who confirmed all passes were being mailed to the single address. I received ANOTHER email a few days later confirming the single pass going to the random address. I called again and was told the same thing - they have no idea why the computer is telling me that but it's going to the right address.....the pass was shipped and arrived at the wrong address. Only 6 of the passes we have paid for arrived at the correct location over a month and a half after their order date and following SEVERAL phone calls with staff who provided incorrect ************** this same time one of our family members tore his knee and I went through Sedgwick to file a claim - 1/3/2025. We provided a doctors note after a phone call confirming a mychart would be accepted. We received no correspondence confirming our document but we received 2 auto-generated emails to refill out a form. We've sought clarification about what we could provide further. We've called 3x for info but are prevented from connecting with a claims specialist who could quickly answer our questions and resolve this. I've wasted so much time on top of a family injury - this is absolutely crushing to deal with this level of unprofessionalism.

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an epic pass on ***** website thinking I was paying for ski rentals. I informed epic pass membership service that it was an accident and I want to only have skiis. The website made it seem as if I were getting a skiis. I informed my epic pass membership of the error and would tell me that they cannot refund it. I informed them it was misunderstanding and as new to skiing I didn't realize it was a membership that I will never use. They would give me 6 different phone numbers to contact and not a single person was able to help. It was infuriating to say the least. They would not provide me access to anyone who would help and simply said it is out of our hands.

  Business response

  02/06/2025

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

  We have received your complaint regarding your recent enrollment in an Epic Pass membership. You indicate that you had intended to simply book equipment rentals at Okemo Resort and that you accidentally signed up for the membership at that time. You reached out to Okemo and Vail Resort and they both advised that the membership is non-refundable and unable to be cancelled.Additionally, they provided you multiple contacts but none of them were able to assist you with cancelling your membership.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint, and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret any miscommunication which resulted in your confusion and the mistaken purchase of a membership. Although they recognize that you did not intend to enroll in their My Epic Gear program, they did confirm that the enrollment and the charges are non-refundable and unable to be cancelled. You are welcome to review the terms and conditions of this program on their website by visiting My Epic Gear |Epic Season Pass. It is explicitly indicated on this website that memberships are non-refundable and unable to be cancelled.
  

  We regret that we are unable to assist with your request to cancel your membership. However, per Vail Resorts standing policies, this is a non-refundable and non-cancellable product and program. **** assures that your feedback and your comments regarding their program has been passed along to their leadership team. They truly wish you the best and hope that you are still able to enjoy your time on the slopes at ******
  

  Sincerely,
  ******

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 1/13/25 I lost my EPIC season ski pass on the Heavenly Mountain (during an injury where I was evacuated from the mountain, my ski pass fell from my pocket). I spent 2 days recovering from injuries and attempted to return to the mountain on 1/16/25. Until that point I did not realize the pass had been lost. When I attempted to board the gondola I was informed I had been "red flagged". I attempted to resolve onsite and was directed that the only way to resolve was to "send an email". I made multiple phone calls to EPIC, Heavenly, and also sent subsequent emails to Heavenly, EPIC, Vail Resorts, etc. Finally after 2 days I received a response that the season pass ($982 value) was revoked for the remainder of the season for fraud indicating that someone had tried to use the pass on 1/14/25. I did not use the pass on 1/14/25 and I do not know who used the pass. While I understand that I need to report it as lost, I didn't even know it was lost until 1/16/25 when I went to ski again. I have been unable to speak to anyone or receive any other responses disputing the finality of the judgement given I did absolutely nothing wrong.

  Business response

  02/06/2025

  Hello, *** *****,
  

  We have received your complaint regarding your 24/25 Epic Pass which has been revoked due to fraudulent use at Heavenly Resort. You indicate that you were injured on the slopes and while you were being helped down the mountain, your pass fell from your pocket. Upon returning to the resort on January 16th, you were advised that your pass was deactivated and after speaking with multiple representatives at Heavenly and Vail Resorts, you were advised that your pass was being revoked for the remainder of the 24/25 season.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your concerns and they regret any inconvenience that this has caused you. While they recognize that the loss of your pass was an accident, **** did confirm that the issue regarding your pass revocation and/or reactivation does have to be addressed by Heavenly Resort directly. Only the resort directly is able to review the details of the situation and make a determination about the possibility of fraud. **** was able to determine that you can reach out to Heavenlys Pass team by sending an email to ***************************************************************** team can better direct your issue to someone higher up to review the situation further.
  

  We regret that we are unable to assist with your request to reactivate your pass at this time. Vail Resorts assures that they have passed on your additional comments from this Better Business Bureau complaint to their Heavenly Resort team. They truly wish you the best and hope that Heavenly Resort will be able to provide you with clarification and a positive outcome.
  

  Sincerely,
  ******

  Customer response

  02/06/2025

   
  Complaint: 22882926
  
  I am rejecting this response because: Ultimately Vail Resorts owns the Heavenly/EPIC ski pass. I contacted them as I have ALREADY reached out to ******** and they have not addressed or resolved the concern. Further, the money for the pass was paid to EPIC which is a Vail Resort company. They need to be an escalation source if they are the ones accepting money and also have ownership over Heavenly. Again, multiple attempts have been made to resolve with Heavenly who has NOT resolved. Our expectation is that the leadership team at Vail steps in and addresses the concern for their EPIC pass customer as this affects ALL ********************, not just Heavenly. 
  
  Sincerely,
  
  ******* *****

*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. ↩