Complaints

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

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  Vail Resorts Management Company

  390 Interlocken Cres Ste 1000 Broomfield, CO 80021-8056

• 

  Vail Resorts Management Company

  PO Box 8329 Breckenridge, CO 80424-8329

• 

  Vail Resorts Management Company

  Po Box 5808 Dillon, CO 80435-7997

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Keystone Resort

  22869 US Highway 6 Keystone, CO 80435

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three 4-Day Epic Pass Ski passes directly from Epic Pass for the 2024 - 2025 ski season on 7/31/24 with the intension of skiing at ********, ** in January 2025. The passes were for me, my younger ************** friend. These passes included refund of the purchase price if injury to a family member prevented the holder from utilizing the pass. My older daughter had a life-threatening accident on 9/17/24 and she was hospitalized for almost 2 months. She also had follow-up care that lasted well into January 2025. I applied for a refund for the passes on 9/29/24 and a company named ******** responded for Epic Pass requesting information about my daughter's condition and ongoing care. I provided the information requested & ******* came back several times requesting add'l info for the same info I already provided. The Epic Pass Refund Policy states the following:k. Illness or Injury to a Family Member. You are unable to use your Pass during the Core Season because a Family Member who lives in the same Permanent Residence as you suffers from (i) a physical illness or physical disease that is diagnosed by a Physician after you purchase your Pass; or (ii) a physical illness or physical disease that presents significant new or worsening symptoms that are diagnosed by a Physician after you purchase your Pass; or (iii) an accidental bodily injury after you purchase your Pass. To qualify, the illness, disease, or injury must require your continued care for that Family Member for thirty (30) or more consecutive days, at least seven (7) days of which are during the Core Season. This provision applies only if you provide verification of the need to provide consecutive care from a Physician.I've met or exceeded the 30- and 7-day requirements as stated in the Refund Policy but ********/**** Resorts Epic Pass still refuses to issue a refund. Each Epic Pass cost $319 and I would like to be refunded for myself and my younger daughter ($638 total).

  Business Response

  Date: 04/02/2025

  Hello Mr. ***************** hope this message finds you well. We have received your complaint regarding your Vail Resorts' Epic Coverage Refund Request for yourself and your daughter. 
  
  We are deeply sorry to hear about your daughter's accident 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 all Season Passes are non-refundable except as set forth in the terms and conditions agreed upon at the time of purchase.
  
  According to Vail Resorts' Epic Coverage Terms and Conditions, a Season Pass is non-refundable unless it qualifies for a full or partial refund under these Terms because of a Qualifying Event. You can view the terms and conditions here: Policies | Epic Season Pass
  
  You may appeal a Sedgwick denial through the appeal process. You can appeal this decision with ******** by emailing *************************************.  You also have the option of corresponding with ******** about appealing the decision via ********:
  
   Attention Appeals Coordinator PO Box 94645 *********************-4729. 
  
  You should receive a response in approximately 10 business days once the additional information has been reviewed. 
  
  We regret to inform you that we are unable to accommodate your request for a refund. According to ****** established terms and conditions, which were agreed upon at the time of purchase, all Season Passes are non-refundable. 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: 04/06/2025

   
  Complaint: 23141647
  
  I am rejecting this response because: The response provided is the standard response provided to every complaint for Vail. It's very apparent that no one took any time or effort to actually review the merits of my complaint. The fact that I have gone through an extra-ordinary experience with my injured daughter followed by a never-ending paperwork loop to just get a refund when I know I've more than met the requirements for a refund is appalling. I've been going to Vail Ski Resorts on and off for more than 20 years and I will not be going back due to this experience. I am also going to warn others who ask me that they should not take their business to Vail Resorts either due to their deceptive advertising regarding being covered for a refund if a medical emergency should occur.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Vail Resorts regarding the unfair denial of my Epic Season Pass refund request. I purchased an Epic Season Pass but was unable to use it due to a serious medical condition.Details of My Case:Pass Purchased: Epic Season Pass Refund Request Number: M25A372284 Reason for Refund Request: Medical condition (Uveitis severe eye inflammation preventing normal vision)Denial Reason: You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises.Why This Denial is Unreasonable:**** medical condition does not have a clear onset date Unlike a broken bone or acute injury, uveitis is a slow-developing and unpredictable medical condition that severely affects vision. My vision impairment has persisted for months, and even now, I am still unable to see clearly. It is impossible to determine exactly when my condition would have allowed me to ski again, which is why I waited before filing for a refund.2.I had a genuine hope of skiing this season I did not file for a refund immediately because I was hoping my vision would recover enough to use the pass. It was not until early February that I had to accept the reality that I would not be able to ski at all this season. At that point, I submitted my refund request.3.Strict enforcement of the 30-day rule is unfair for ongoing medical conditions The 30-day refund policy does not reasonably account for long-term medical conditions, which do not have a clear resolution ******* doctors documentation confirms that as of March, I was still unable to see clearly, meaning I was still experiencing the Qualifying Personal Event when I submitted my refund request.Denying refunds to customers with serious health conditions who genuinely cannot use the pass is an unethical and discriminatory policy.

  Business Response

  Date: 03/28/2025

  Hello, *** *****,
  

  We have received your complaint regarding your Epic Coverage refund request. You purchased an Epic Pass for the 24/25 season which you have not used due to ongoing medical issues. Additionally, you submitted a refund request through Epic Coverage, as directed by **** Resorts, but that request has been denied due to untimely submission. You are still seeking a refund as your medical issues have not been resolved and you will not be able to use your pass for the remainder of the 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 frustrations throughout this 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. They reached out to their partner ******** regarding your Epic Coverage case and were advised to as that you submit a formal appeal of your denied request. Once you submit an appeal,******** can reopen your case and review additional details regarding the ongoing medical issues you continue to face. They did ask that you provide additional medical documentation confirming the ongoing diagnosis and inability to use your pass at the time that you appeal your case as well.  If you have any additional questions about your case, please contact ******** and your case manager directly.
  

  We are sorry that we are unable to assist with your request for a refund of your Epic Pass. Vail Resorts truly does respect your position and assure that your feedback will be passed along to their leadership team.They urge you to appeal Sedgwicks denial of your request and hope that it results in a positive outcome. They wish you the best as you move forward and continue to recover and heal.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/14/2025

  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 wife and I have been purchasing the EPIC ski pass from the Vail Resorts every year for a decade or more. Part of the appeal of the pass is that it allows skiing at many primo resorts and has a refund policy that can compensate one if the pass cannot be used. The Sedgwick business is in charge of the refund requests. Hence our problem, refund request #M25A377478 and #M25A377458.Our passes cost $732 each. In February *********************************************************************************************** April 2024. She bruised her femur and tibia and tore her calf muscle while skiing. The recovery was slow and the therapy not working. So, in September 2024, she had knee surgery to repair slight tears and drain inflammation from her calf. All this time, she has been on crutches. So, more therapy which we thought would still enable us to ski this season at the Vail resorts. But, recovery is slow for a 69 year old being off her right leg for eight months. Getting off crutches in January we had hoped to be able to ski in March but no. Our physician advised she stay off skis for the season and provided a letter stating such in a letter dated February 12, 2025. On February 12th we submitted the two refund requests #M25A377478 and #M25A377458 with our physician's letter. Also on February 12th we received notification the refund request was denied because the claim was filed more than 60 days after the injury. We have transmitted several emails accounting the circumstances and noting the clock should be started on February 12th and not the initial accident back in April. ******** evidently accepted this fact and now is requesting more information - detailed diagnosis, confirming diagnosis, treatment plans with dates, physician instructions.Our physician has already spoken - don't ski. All of this other information is superfluous and would provide unecessary personal medical information. Please help us get our money back.

  Business Response

  Date: 03/28/2025

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

  We have received your complaint regarding the Epic Coverage refund requests you submitted for you and your wife. Unfortunately, your wife sustained an injury in April 2024 and her orthopedic surgeon advised her not to ski during the 25/26 season. You submitted refunds requests and provided documentation from her surgeon indicating inability to use your passes for an extended period of time but, the requests were denied due to untimely submission. You are still seeking a refund due to the severity of her injury and her continued inability to use the pass despite a diagnosis from the previous year.
  

  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 this 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. They reached out to their partner ******** regarding your Epic Coverage case and were advised to that ******** would be contacting you directly regarding your case. They were unable to provide any details but assured that they would be in touch to further investigate your request.  If you have any additional questions about your case, please contact ******** and your case manager directly.
  

  We are sorry that we are unable to assist with your request for a refund of your Epic Passes. Vail Resorts truly does respect your position and assure that your feedback will be passed along to their leadership team.They urge you to speak with ******** regarding your request and hope that they are able to resolve your case with a positive outcome. They wish you the best as you move forward and continue to recover and heal.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/13/2025

  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.

  Complaint Description:My family and I purchased four Premier Epic Passes for the ********* ski season, spending over $5,000 with the expectation of a premium ski experience at ********* Mountain. We planned our only ski trip of the season from December 27, 2023 January 8, 2024, but our trip was completely disrupted due to a ski patrol strike that ********* Mountain failed to resolve.During our trip, we were only able to ski for three days due to extremely limited terrain (15% of the mountain open) and excessive lift lines (1+ hour waits). We spent $10,000 on lodging, expecting a world-class experience, but instead, we were forced to sit in our condo waiting for ********* Mountain to resolve labor disputes. The strike ended only after our trip was over, meaning we received almost no value from our Epic Passes.After reaching out to Park City Mountain for a refund or credit, they refused to offer anything meaningful and instead provided a $200 promotional credit, which feels like an insult given how much money we spent. They also pointed to their Epic Coverage policy, which does not cover labor strikes or poor guest experienceleaving customers like us with no protection for the poor service we received.We are requesting a 50% refund of our Premier Epic Passes, which is more than reasonable given that we could only use them for three days under terrible conditions. We have also asked for direct communication with Park City Mountain but have yet to receive a meaningful response.Park City Mountain and Vail Resorts need to take responsibility for how this situation was handled and offer fair compensation to passholders who were impacted.Desired Resolution:A 50% refund of our Premier Epic Passes An acknowledgment that Park City Mountain failed to provide the expected experience for passholders during the ski patrol strike A direct conversation with a representative to discuss this issue Pass Type: Unlimited Epic Pass Pass Number: ***********

  Business Response

  Date: 03/28/2025

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

  We have received your complaint which indicated that your purchased Epic Passes for the 24/25 season with the intention of visiting ********* resort over the New Year holiday. Regrettably, your trip fell during the Ski Patrol strike that took place which impacted your ability to fully use your passes. You are seeking refunds for your passes due to the disruption to your trip instead of the credits that you received. These credits can only be used toward the purchase of new passes and do not replace refunds.
  

  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 this time. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret that your trip happened to fall in the middle of the Park City Ski Patrol strike. They indicated that you have spoken directly with one of their managers regarding your situation and your request. Although the Better Business Bureau recognizes that you may not have received the response or resolution that you hoped for,Vail Resorts advised that they have addressed your concerns to the best of their ability. They provided that the manager you spoke with has indicated they would reach out to you regarding your concerns in the future per comments left on your account. If you have any other questions or concerns, please contact Vail Resorts directly.
  

  We regret that we are unable to assist with your request for a refund or further compensation. However, per Vail Resorts standing policies,their passes are non-refundable and credits have been offered as compensation for guests affected by the Park City Ski Patrol strike. Vail truly appreciates your feedback and they assure your comments will be passed along to their leadership teams. TVail wishes you and your family the best as you move forward and hope that you may find a way to take advantage of the credits that have been provided.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/13/2025

  Type:Product 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 purchased 5 snow tubing tickets for a reservation on 3/1 . This was cancelled. I was told to expect a refund within 10 days. I still haven't received one. When I call the number its a busy signal. I went to their website where I purchased tickets and the agent told me he couldn't help me. I have also emailed Paoli Peaks

  Business Response

  Date: 03/19/2025

  Hello, ********,
  
  We have received your complaint regarding your request for a refund of five, Paoli Peaks tubing tickets. At the time you submitted your request, you receive a message indicating your refund would be processed within 10 days however, you indicate that you have not yet received one. You have been unable to get in contact with a representative who is able to assist you.
  

  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. They confirmed that a refund was processed and issued back to the original form of payment; a credit card ending in 1327. They also advised that they sent a receipt confirmation for the refund to your email address as well. If you have any concerns about the refund or if you are still unable to see it on your end, they suggest that you reach out to your bank and/or credit card company.  
  

  We are sorry that your concerns were not immediately resolved. However, we are glad that Vail Resorts was able to confirm that the refund has now been processed. They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 03/19/2025

   
  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

  Date:03/05/2025

  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.

  Please could you help me with a compensation claim.I travelled from the ** to ski in ********* (owned by Vail Resorts) with my family for a week over the New Year period. Unfortunately this coincided with the strike which had a severely detrimental impact on the quality of our holiday. Despite good snow conditions, we experienced extremely limited open slopes, long lines and very crowded conditions. We usually gave up skiing by lunchtime, my wife did not ski every day, and we even resorted to travelling to *********** for one full day (effectively paying double).Since then the only compensation offer has been a modest partial credit on next years' ski passes. As I am based in the ** and do not plan to visit a Vail Resort location next year this is worthless to **** feel I have paid for a product that was not supplied and am therefore entitled to a refund, compensation or replacement. That is a basic level of integrity and ethics that I would expect.This is not a commentary on the rights or wrongs of the strike action, but on ****** attitude towards its loyal and paying customers, who were innocent victims of the ************ appears that Vail Resorts has a history of BBB complaints which is indicative of an organisation not behaving correctly.

  Business Response

  Date: 03/05/2025

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

  We have received your complaint regarding the Epic Passes that your purchased for your family to visit ********* Mountain Resort over the winter holidays. You reside in the ************** and your familys trip, which required international travel, was impacted by the Park City Ski Patroller Strike. You received credits for the days that you skied at the resort however,as an international guest you are not able to easily return or use a North American Epic Pass in the coming season. You are requesting a refund or other compensation for your pass given your circumstances.
  

  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 regret that your familys trip was impacted by the strike at *********. Although they sympathize and recognize the inconvenience you may experience, **** did confirm that passes are non-refundable outside of an approved Epic Coverage request. Additionally,the credits provided due to the strike can only be redeemed toward products for the 25/26 season. **** provided that you had spoken with one of their managers who had also communicated this information as well. At this time, they can no longer review your request to extend your pass credit or refund your familys passes any further.
  

  We regret that we are unable to assist with your request for a refund or further compensation. However, per Vail Resorts standing policies,their passes are non-refundable and credits must be redeemed within the accepted timeframe. Vail truly appreciates your feedback and they assure youre your comments will be passed along to their leadership teams. They urge you to review the details of their pass products further to learn more about the international access that is included. **** wishes you and your family the best as you move forward and hope that you may find a way to take advantage of the credits that have been provided.
  

  Sincerely,
  ******

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23022614
  
  I am rejecting this response because:

  I paid for a product that was not provided. That is beyond dispute. The only ethical response for a business with any sense of integrity is to provide compensation, reimbursement or replacement. In this instance I have been offered none of the above, just a credit that I cannot use.

  In addition I have spoken with a customer service representative who I consider duplicitous in the extreme having offered to provide a solution that I was happy with only to completely renege on that offer in our next conversation.

  None of this is acceptable or ethical and my views are supported by countless other reviews sharing similar views on Vail Resorts, which underpin a view that this is an organisation that can in no way be considered trustworthy or ethical.

  Please act with integrity as repeatedly requested.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2025

  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.

  Reached out for a refund (or credit for future season pass) after I tore my ACL. Got denied.When someone is undergoing an injury and surgery, the last thing on their mind is to request a refund for a pass that is 6 months from then when there are a million other priorities to focus on, like recovery and who is going to take care of the family, and work.. I requested an appeal, its been now over a month. everytime i call, its outsourced and nobody knows whats happening nor acknowledges receiving my appeal request even though *** sent it multiple times and received automated confirmation that the email was sent to the right email address. the automated response says it could take UP TO 15 business days. its been more than that. the amount of time ive spent on this including on hold on the phone is incredibly frustrating... hours... probably the WORST customer service i've ever experienced. Still no communication back.

  Business Response

  Date: 03/18/2025

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

  We have received your complaint regarding your Epic Coverage refund request which was recently denied. You submitted your request due to a torn ACL which has prevented you from using the Epic Pass that you purchased for the 24/25 season. The request was denied due to untimely submission and although you have requested to appeal the initial denial, you are still waiting for an update and response from ********.
  

  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 this 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 case be reviewed once again. They ask that you keep this channel of communication open while they wait for additional information to come from Sedgwick.Once they receive further details, they will follow up with you.
  

  We regret that we are unable to assist with you request for a refund at this moment. However, we are confident that Vail Resorts will follow up with ******** until they can determine more information and an update on your case. They thank you for your patience and wish you the best as you continue to recover.
  

  Sincerely,
  ******

• Initial Complaint

  Date:03/03/2025

  Type:Product 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 purchased an Epic Local Season pass for the ***** Ski Season on April 11, 2024 for $631, however I recently lost my job (a qualifying life event for season pass refund). The policy indicates that should a qualifying life event occur, you should submit a refund request, providing requisite backup information to validate the event occurred, and a refund will be processed 7-10 days from the receipt of this documentation. I was laid off from my job on February 11th, 2025, and immediately submitted a refund request, providing my Termination Letter as well as additional language from the Release Agreement that validate this was not a voluntary action. However, more than 3 weeks has passed without any response or refund. I have since called, several times and each time, the claims specialists say that they are backlogged, and the wait time is now AT LEAST 30 days despite the written policy indicating 7-10days. Mind you, the season pass has a finite duration and during this evaluation period my pass is rendered inactive. I have not used my pass at all, so a full refund is due, and I want it at the earliest possible moment. I promptly followed the refund request process, providing all required info to validate my claim, but it seems as they are intentionally dragging their feet on this.

  Business Response

  Date: 03/05/2025

  Hello, *** ****,
  

  We have received your complaint regarding your Epic Coverage refund request that you submitted due to your recent job loss. At the time of your request, you received information indicating that your request would be reviewed and resolved within 7-10 business days. Unfortunately, it has been three weeks since you submitted your request, and you have not yet received a resolution or refund.
  

  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 case be reviewed immediately. ******** has now approved a refund of $631 for your Epic Pass and they confirmed that a check 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 you have faced recently. However, we are glad that Vail Resorts was able to help with getting your refund approved through Epic Coverage. They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 03/12/2025

   
  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. I appreciate the prompt response, acknowledgement that the response time fell outside of the indicated resolution time frame, and the escalation of my query to receive an immediate refund. I am now in possession of the refund check and am satisfied with the response. Hopefully, this can be used as a mechanism to avoid similar delays moving forward, as the types of life events covered in the refund policy require action with urgency and compassion. 
  
  Sincerely,
  ******* ****

• Initial Complaint

  Date:02/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased epic 3-day pass (restricted) in 2024 but I was diagnosed with cancer on 05/14/2024. I did not use this pass for even once so recently I filed claim #M25A387483 to request for refund. The request was rejected due to "You must submit your request for a Personal Event Refund within thirty (30) days of when the Qualifying Personal Event arises". This denial is unreasonable since (1) During the initial 30 days of diagnosis (05/14/2024 - 06/14/2024) I am going through all kinds of examinations and under chemotherapy. I was not aware of this 30-day policy and I cannot predict if my recovery will be good enough to let me ski again in the future before the pass expires. Also I was under medical treatment and I had no time to think about this (please who will think of cancelling a ski pass when his own life is in jeopardy!). (2) I was recently informed by doctors (during a visit on 01/29/2025) that I should not participate dangerous sports like skiing. I think this 30-day policy is unreasonable for people who have serious medical conditions like me. This is a unacceptable discrimination policy.

  Business Response

  Date: 03/04/2025

  Hello Mr. **************** have received your complaint regarding the Epic Pass you purchased for the 24/25 season. You submitted a refund request through Epic Coverage due to your recent caner diagnosis which has prevented you from using your pass. Unfortunately, your request was denied stating that it was not submitted within a timely manner. You believe this is unfair given your circumstances and are still seeking a refund.
  

  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 case be reviewed once again. ******** has now approved a refund of $241youre your Epic Pass and they confirmed that a check 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 you have faced recently. However, we are glad that Vail Resorts was able to help with getting your refund approved through Epic Coverage. They wish you the best as you move forward and hope that you may continue to recover and focus on your health.
  

  Sincerely,
  ******

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair 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.

  Vail Resorts sold "Epic Local Pass" with certain restrictions on usage days and locations. The website and the pass conditions stated the pass could be upgraded to an "Epic Pass" that eliminated the restrictions. On February 7, I went to my online account to upgrade. The info was the same but the site indicated a call to customer service was required. I called customer service who said the upgrades were not available. When I indicated that was inconsistent with the info at purchase and STILL on the website during our discussion, the agent said there was nothing they could do. The agent indicated management WERE AWARE the website had misleading information and other customers had similarly complained. I asked to be transferred to management and the agent said that was not possible. I filed a complaint with the Colorado Attorney General who directed me to BBB. I request a credit of of $735 x 2 = $1470 (myself and my partner) equal to the amount for 2 x 3 day passes for Telluride in lieu of the upgrade.