Complaints

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an EPIC pass through Vail resorts in May of 2021. This was purchased initially with $50 down and then I paid $734 in the fall for the full pass. I injured my knee and underwent surgery on 11/2/2021 before the ski season. I bought the pass knowing it had 'epic coverage' which is insurance that covers injuries which would lead to an inability to participate in the ski season. That is what vail resorts committed to provide me. Sedgwick requested information from the doctor and I was only able to get the most recent doctors note which includes my surgery date before ski season (11/2/2022) and that I am still unable to return to sports. I spoke extensively with supervisor ******** at ******** and told her that is all the doctors office was able provide. I asked what they could do to help me and they are unable to resolve the problem and they are unwilling to help complete my claim because the diagnosis date and lay-person instructions were not provided in the note. Vail resorts has not helped when I have asked for help. I am seeking a refund from Vail resorts for the full price of the pass, which I was unable to use due to medical reasons.

  Business response

  04/24/2022

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

  We have received your complaint which states that you purchased an Epic pass for the 21/22 season which you were unable to use due a knee injury and required surgery which required prior to the start of the season. You submitted a refund request under Epic Coverage and have been in contact with Vails partner company, Sedgwick, who have requested documentation to verify your injury. Unfortunately, you have provided the only documentation you could access, a doctors note indicating the date of your surgery and inability to use your pass, but Sedgwick has advised this is not acceptable documentation. You are now requesting a refund directly through Vail.
  

  We certainly understand your concerns and your frustrations. Vail Resorts has been made aware of your complaint and they sincerely apologize for the challenges you have faced. They also greatly appreciate the time you have taken to reach out and provide your feedback.
  

  As you indicated, Epic Coverage was included with all pass products purchased for the 21/22 season. This policy does provide reimbursement to guests that experience a qualifying personal event, such as an injury, which prevents them from using their pass. Per the Epic Coverage terms and conditions, guests are required to submit their request within 30 days of their injury and to provide physician documentation supporting their inability to use their pass for at least 30 consecutive days.
  

  We have reached out to Sedgwick on your behalf and they indicated that initially, the request was made outside of that 30 day window and they stated that they lacked the required evidence.However, after providing the additional details from your complaint, and with support from Vail Resorts, Sedgwick has agreed to approve your case and your refund. They will be reaching out to you to let you know that your case has been approved and that your refund is being processed and sent to you.
  

  We are truly sorry for any inconvenience you have faced and for the subsequent frustrations. Vail Resorts also apologizes and assures that they are continuing to review their Epic coverage policy and the details included in the Epic Coverage terms and conditions to make the refund process as simple as possible for their guests.We are glad to hear that Sedgwick has approved your case and we are confident that you will receive your refund shortly.
  

  Sincerely,
  ******

  Customer response

  04/24/2022

   
  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

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I have been a Vail season pass holder for many years and in the past have had auto renewal turned on. This year was quite different and because of all of the negative press/poor management Vail has removed the auto renewal option from their website. Instead of being able to change this setting (like you always have been in years past) they require that you call in or email to cancel auto renewal. I have emailed the suggested account THREE times and have not heard back. First email was 4/3/2022, second was 4/6/2022 and the third was 4/19/2022. The lack of communication on top of deliberately making the cancellation process more challenging is unacceptable. ***************

  Business response

  04/20/2022

  Hello **************, 

  Thank you for reaching out to us with regard to your complaint about Vail Resorts. 
  

  It was confirmed that the Auto Renewal Benefit Option is a company contact process only in order to cancel ones Auto Renewal. Historically, this has always been the process. Vail Resorts customers are always presented with this information during the sign-up process for this benefit. The only option to make changes through ones online Epic Account is to change their Payment Plan Credit Card associated with auto renewal of the pass in accordance with their policies. 
  

  However, after further research, it was confirmed that your email on April 3, 2022 was received as well as the one dated April 6th. Due to the current volume of inquiries received, they were not able to address your request until April 6th. It is confirmed that the Auto Renewal benefit is cancelled and you will not be auto charged moving forward. This is documented in their system for future reference if this should ever be a question.  
  

  Vail Resorts is looking into why this information was not confirmed with you for your records and as out of general courtesy and business practice. They have since extended their apologies for the lack of communication on their part. 
  

  I am truly sorry for this experience and hope the information presented is a satisfactory resolution. 
  

  Sincerely, 
  Harley 

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Epic pass for the 21/22 season. Before the season began I blew out my ACl. I have submitted my paperwork for a refund including a doctors note more than 40 times to Sedgwick. I have been denied. I have asked why and I cant get an answer. I have called at least a dozen times and the answering service is in ***************, I can barely understand them. When I ask to be transferred to someone stateside I only get rude employees that are unwilling to help. Ive reached out to management on LinkedIn and have gotten ghosted everytime. The value of my time lost now well exceeds the value of my pass. Furthermore, the charges for my pass dont even show up on my epic account, however, they show ** in my bank statements. Its a great way to hide money. My ikon pass took less than five minutes to defer to the 22/23 season, very easy! Epic Pass refund is so difficult that it boarder lines fraud. At this time I would like a refund plus Interest and to be compensated for my time lost. This is very frustrating and I have zero confidence in this company any longer

  Business response

  04/14/2022

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

  Thank you for reaching out to us with regard to your complaint about **** Resorts. 

  After reviewing your comments, we have reached out to Sedgwick to investigate further. As a result, Sedgwick will be issuing your payment for a refund as per the Epic Coverage Policy for you and your family. 

  Typically, the process in receiving payment via check will take approximately a few weeks, but may certainly arrive earlier.

  Sincerely,
  Harley

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 9 years I've purchased ******** season passes during the early bird sale from an email I receive from ******** in March. In March 2021, I received a ******** email for the early bird season pass and purchased the pass I found through the link.On April 2nd I was informed at ******** that I had used all 10 days available on my pass. I argued that I had purchased a season pass but was informed the pass sold to me was a "local pass" for ******** skiers who also wanted access to ********, and because of that the ******** days were limited.I thought this would be an easy fix because **** has my ** address on file, can see I've never skied in ********, and would switch me to the correct pass that I have been purchasing from them for almost a decade. Instead **** informed me that if I wanted to ski for the rest of the season I could use the ****** passes' on my pass which would allow me to buy day tickets of 'only' $125/day. After 9 years of consistent patronage and one mistake on their new user interface, the message from **** has been 'better luck next year'.

  Business response

  04/11/2022

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

  We have received your complaint which states that you received an email from ******************, in the spring of 2021, with a link to purchase your 21/22 Epic season pass product. As a resident of *********, you have only ever purchased ****************** specific products over the past nine years. Unfortunately, due to confusion with Epics website, you purchased an Epic Local pass for the 21/22 season instead of a ****************** Unlimited pass. You only became aware of this mistake when you were informed by representatives at ******** that you had used your allotted ten days and would need to purchase lift tickets if you wished to ride more throughout the season. When you reached out to **** Resorts to correct this mistake, you were then told that they would not be able to change your pass and you would be forced to purchase lift tickets for additional access despite your history of purchasing ******** products only.
  

  We certainly understand your concerns. **** Resorts is aware of your complaint filed with the Better Business Bureau and they do apologize for the frustrations this has caused. They sincerely respect your position and the feedback you have provided and they greatly value your loyalty as a pass-holder over the past decade.
  

  **** Resorts recognizes that your purchase of an Epic Local pass was a mistake and they understand it was due to confusion caused by their advertisement link and their website. They assure that they will be using feedback you have provided, as well as feedback from other guests, in order to improve their website to make sure information is clear and readily available to everyone. 
  

  As you stated, you are a guest residing in ****** and have only used ******** related products. **** does acknowledge that their records indicate this as well. However, they are also aware that many guests make changes to their pass product based on travel plans, living conditions, and many other factors. This is why they offer so many pass options which include a range of accessibility options. The Epic Local pass, while it primarily provides access to American resorts, does include the limited access to ****************** for guests who can only visit ******** rarely and/or for guests who reside in ****** but *** not plan to visit ******** solely or very often. 
  

  Despite their understanding of any confusion, unfortunately, Epic pass products are unable to be downgraded. This is addressed in their pass purchase policy which is presented and agreed to at the time guests complete the purchase of their pass. They provided that guests would not be able to complete their purchase without acknowledging these terms and conditions. You are welcome to review this policy for your records here: https://www.epicpass.com/policies.aspx?tc_1=2.
  

  They regret that they could not assist you when you contacted them however, they are required to uphold their policies and cannot make any exceptions. That said, **** has also advised that they have elevated your case for review of any other options that *** be available. As previously stated, they truly to appreciate your loyalty as an Epic pass-holder and hope to provide a compromise that will improve upon your negative experience this season. **** confirmed that they have a member of their leadership who will be in touch, if they have not already, to discuss these different possibilities with you directly.
  

  We apologize that we cannot assist with your request to change your pass for the remainder of the 21/22 season; we are obligated to follow the policies as they are laid out by ****. However, we are confident that **** Resorts will be in touch soon and that hope that they will be able to provide a more positive option to retain your loyalty as a pass-holder and as a valued guest. 
  

  Sincerely,
  ******
  

  
  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** Resorts, specifically CEO ************************* have failed to respond to multiple e mail requests over the past 30 days. I've also reached out to whom I believe is an assistant to **************, a **************. In addition, I've submitted two e mails to ************************************** I have not heard back from any person at **** Resorts following numerous attempts. The concern is regarding the company **** Resorts uses to process Epic Pass Refunds, Sedgwick based in ********* ****. The company (Sedgwick) has been extremely difficult to to deal with. It has taken multiple calls, e mails, and submission of documents for consideration of a refund for two 3-day epic passes. The company made promises they did not follow through with and promised a refund on two different dates. I finally received a refund for one epic pass but not the second. I was told by ***************************** (Refund Specialist w/ Sedgwick) that both passes would be refunded as all required documents and information were provided. The service I received was appalling, negligent and irresponsible. When there is a death in the family that prevents a person from travelling, the process should have been much more compassionate and caring. I have give **** Resorts and Sedgwick ample time to respond in attempt to make things right, but neither company values their customers. I believe **** Resorts is using a third party to "deflect" any responsibility. *************************, **** Resorts CEO stated in a recent e mail: "Your loyalty is critical to us and we are committed to earning that loyalty by constantly improving your experience and always delivering incredible value". In this case, it's evident ******* and **** Resorts do not value the support of those who spend $1,000's of dollars at their resorts. (as we have done over the past 20 years). I would like my correspondence acknowledged and refund issued. It's unfortunate **** Resorts and ******* have chosen to ignore those who have supported them for many years. Thanks.

  Business response

  04/06/2022

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

  Thank you for taking the time to reach out to us with regard to your complaint about **** Resorts. 
  
  Sorry to hear about our experience with Sedgwick. Unfortunately, from our understanding, their process is affecting customers differently. They are working to improve their process so that guests have a better experience when working with them on a more consistent basis.

  With regard to your issue, I was able to get this issue resolved with Sedgwick. You may have already heard from them or will be hearing from them soon with regard to the refund payment being issued for ******************.

  Sincerely,

  Harley

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and emailed Epic Pass on 15 March 2022 at 1214MST requesting a refund, of which I was assured our refund would be approved because I received orders to PCS to Okinawa, Japan. I submitted the orders with the original request. On 16 March I received emails stating they needed to receive the orders to process the refund. I called Epic at ************* at **** and spoke with them for 31 minutes on 17 March, they were apologetic because the representative could see the orders to move and reached out to the refund representative via ********* Teams Chat. That representative confirmed he could see the orders and also did not know why it was saying they didn't receive it. They explained the refund was approved and the check would arrive in 5-7 business days. I received the second set of 5 emails this morning 30 March explaining they haven't received the orders which i have submitted no less than three times and received verification with them they received the proper documentation. I believe at this point it is a deliberate strategy to not comply with their agreement or the Service Members Civil Relief Act. I was forced to cancel our ski trips this season because of the requirements to move to Okinawa, they stated they would refund the money, and now they are claiming they haven't been provided my military orders, nor have they provided a refund check. I will also be reporting this to the *************************

  Business response

  04/06/2022

  Hello ******************, 
  
  Thank you for reaching out to us regarding your complaint about **** Resorts. I apologize for the delay in responding to you as I was looking into the details of your refund request with Sedgwick. 
  
  As a result of working with Sedgwick, they have confirmed that they are issuing your qualifying refund payment as result of the error in the evaluation process. You should have or will be receiving a confirmation of this refund payment from Sedgwick. 
  
  I apologize for your experience, but hopefully, the resolution is to your satisfaction. 
  
  Sincerely, 
  
  Harley 

  Customer response

  04/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you all for making things right for us.  
  
  Sincerely,
  
  ***********************

  Customer response

  04/18/2022

  The company has failed again.  Despite clearly indicating that three of the my family members are children they wrote checks to them; a 6 year old ****, a 8 year old ****, and an 11 year old Lucy.  Please have them reprocess the checks to be paid to ***********************.  
  
  
  Respectfully,
  ***********************

  Business response

  04/25/2022

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

  Thank you for following up on your complaint and alerting us of the issue you encountered with your payment. I am truly sorry for the inconvenience and mistake with the names on your refund checks.
  

  I have reached out to Sedgwick on your behalf to inquire about having them reissue these checks that were addressed to your three, minor children. I am happy to request that they reissue these checks but they have asked that I confirm that you have not deposited the current checks since you reached out on April 18th.
  

  I would like to ask that you reject this response simply to let us know whether you were able to deposit the existing checks. If you were unable to then I will alert Sedgwick and request that they resolve this issue and provide updated checks addressed to you.
  

  Your understanding and your patience is greatly appreciated while we continue to work on your case.
  

  Sincerest thanks,
  Harley

  Customer response

  04/27/2022

   
  Complaint: 16963572
  
  I am rejecting this response because: I was able to work with my bank and figure out how to cash a check on behalf of a minor.  We worked around the issue and hopefully you are able to sort out these issues for other consumers. To confirm we were able to successfully deposit the 5 checks that were sent.  Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband is a veteran in a military. I called epic to figure out which type of ski passes we should buy to go to ********* **** because we have never went skiing and was very confused about all the different types of military passes. With their guidance over the phone we logged into a new epic pass account and purchased liberty passes. We are now on our vacation at Park **** only to find out that liberty passes do not work in ********* ****. They only work in ********. I specifically called epic to give advice and which passed by and was lead to liberty passes that do not to I specifically told them we are two did use else to the **** have given me the correct information to buy the right path? Their customer service clearly does not care and they are just trying to get people to buy things and theres nothing you can do about it until you try to use it and realize it doesnt work. I called **** resorts, epic care and the military branch of epic and no one would help me even though Apple gave me the wrong information about which kind of passed by. They totally took advantage of me being a new consumer to the ski lingo and even though I told them I was only going to ********* with my family they clearly let me buy a pass that doesnt come here because they dont care about getting proper customer service information, they just want to sale. We had to spend $750 for three days of ski passes after spending over $500 on the liberty pass it doesnt even work here. I asked them to give us a refund or credit us for next year and they refused to help us

  Business response

  03/30/2022

  Hello ***********************, 

  
  Thank you for reaching out to us with regard to your complaint about Vail Resorts. I sincerely understand the frustrations regarding your experience; however, I would like to address your comments based on your records available and their company policies. 
  

  According to your records, it is confirmed that you purchased your season passes on Nov 20, 2021 online through the website, www.epicpass.com. The webpage on Military Pass options provides specific information with regard to the accessibility of resorts prior to the purchase of a pass. On that same date, you had requested a refund for your childrens passes after just purchasing passes based on the time stamp information. Prior to your purchase, there is no indication of any other conversations. 
  

  In your comments, you stated as well that Apple provided you incorrect information. Unfortunately, we dont have any such information with regard to this. Unless there is documented information available, we can look into your complaint further. 
  

  Due to your records indicating that you bought your passes online where all pass information is readily available for review before a final commitment to the purchase of your passes, as a result we cannot assist further with your request due to Vail Resorts agreed upon sales policy that season passes are not refundable. 
  

  Sincerely, 
  Harley 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked for an was approved for a refund for an Epic Pass. The Epic Pass is the season pass to ski at **** Resorts. I had shoulder surgery last August and asked for a refund. They sent me approval of my request but wont send me the check. I have contacted them dozens of times and have gotten at least two email responses saying I was approved and that I would be receiving my refund shortly. My original request was in August 2021. I was approved by **** in October of 2021. The confirmation from them is below.

  Business response

  03/30/2022

  Hello *** *************************** you for your complaint about **** Resorts. Sorry to hear about your injury as well as the experienced delay in receiving your qualified refund payment.

  According to our records, it appears that ACM at the time was to process your refund check back in August 2021. We nor **** Resorts can speak to why the payment was never processed as documented to you. However, your refund payment has been escalated within **** Resorts to issue payment through their new partner, Sedgwick. We do not have a time frame in which that payment will be made but are in process of getting that payment to you as soon as possible. 

  Because it is currently being addressed, you will be hearing directly from **** Resorts when the information is available from Sedgwick.

  Sincerely,

  Harley

  Customer response

  03/31/2022

   
  Complaint: 16953108
  
  I am rejecting this response because:

  I appreciate them saying the payment was approved in August of '21 but I never received the payment. I have asked for a new check a dozen times over the last seven months. They don't respond and when they do it's along the lines of "let me check on that".  If they really wanted to fix this they would have sent another check in September of '21.  Check online, this is not a one off issue. It is happening with a lot of customers.  

  
  Sincerely,
  
  ****** trip *******

  Business response

  04/06/2022

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

  Thank you for your follow up response. I certainly understand your complaints with regard to how this was handled and can only apologize on their behalf. 

  To further address your issue, I confirmed with **** Resorts as recent as yesterday that you had communication with them directly with regard to this issue. They confirmed the time period of the payment being made within 3 weeks approximately as well as the payment being sent to your PO Box address.

  Sincerely,

  Harley

  Customer response

  04/11/2022

  Hi. Their response was acceptable but I've gotten the same from their vendor for a year.  Not to be a pain but this will be acceptable when I get a check. They've told me a half a dozen times a check is in the mail.  Fingers crossed. 

   

  Thanks for your help. As soon as I get you guys involved they started to respond. So that is VERY acceptable. Thanks for your help. 
  

   

  Complaint: 16953108
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** trip *******

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 25, 2020 I paid $53.95 for a down payment on a EPIC Pass with Vail Resorts for the 2020/2021 ski season. On November 4, 2020 I paid the remaining balance of $886.05. Shortly thereafter I had to leave my job for reasons outside of my control during the height of the ***** pandemic and was relocating out of state, so on November 15,2020 I submitted a request for a refund for the already paid EPIC Pass. The ski season did not open at Vail until November 20, 2020 and upon receipt of my claim request EPIC marked my pass inactive and unable to be used. Over the entire ski season I did not receive a resolution to my claim despite call after call to their claims service. On March 24, 2021 I was informed my claim had been denied while on a call with the claims department attempting to hear from an adjustor. This was the first I had heard from them regarding my claim status and the ski season was missed without being able to use the pass once, as i was not notified of that claim decision until April of 2021. Over the next year I attempted repeatedly to speak with EPIC, Vail resorts, and ********** without resolution. I paid for a service that was not available to me due to the lengthy claims process. Furthermore, when I was told my claim was denied (on a call I initiated) without ever speaking with an adjustor assigned to my case, I was told that adjustor was longer with the company while still assigned to my case. I would like a refund, that was a significant amount of money during a crisis that was advertised as a refundable pass and I was unable to speak with anyone in claims who was able to address my request. I do have bank records, phone records, and emails that affirm the details above.

  Business response

  03/21/2022

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

  We have received your complaint which states that you purchased an Epic pass for the 20/21 in November 2020.Unfortunately, you were obligated to leave your job during the ******19 pandemic, shortly after completing your purchase, and requested a refund of your pass due to your job loss and relocation. You initiated your refund request in November 2020 with **** Resorts partner company ******** Claims Management (ACM) which meant your pass was deactivated while your case was reviewed. Despite reaching out to ACM and Vail Resorts multiple times throughout the season, you did not receive an update or a resolution to your case until April 2021. This prevented you from using your pass, if able to, at any point throughout the core season and your request was denied by ACM. You have continued to contact Vail in an attempt to appeal and resolve your case but have not yet received an acceptable resolution. You are requesting a refund due to the extensive period of time required to review your Epic Coverage request and based on the circumstances of your case which you believe meet qualifications for a refund.
  

  We appreciate you taking the time to provide the details of your ongoing case and certainly understand your concern. Vail Resorts has been made aware of your complaint and they truly apologize for the challenges you have faced and any inconvenience this has caused. They respect your position and greatly value the feedback you have provided.
  

  As you mentioned, all pass products purchased for the 20/21 season did include Epic Coverage. This policy provides coverage and reimbursement to pass-holders that were unable to use their pass product due to a qualifying personal event and/or a qualifying resort closure event. Per the terms and conditions published on epicpass.com,job loss was listed as a possible qualifying event. However, the terms and conditions also indicated the eligibility requirements that must be met to qualify for a refund. As it is presented per the website, guests who are involuntarily terminated from or laid off from full-time employment by their employer whom they had been continuously employed by for at least one year may qualify under Epic Coverage. Supporting documentation is required for review and processing of all refund requests.
  

  After contacting Vail Resorts and ACM, we were advised that the supporting documentation they received indicated that your request was not based on an involuntary termination of employment.They also provided that they sent follow up emails requesting additional,clarifying information on December 17, 2020, January 19th, 2021, and February 19th, 2021. They did consequently deny and close your case on March 17th based on lack of information to verify eligibility.They sincerely apologize if any of these emails were missed and for any confusion.
  

  Vail Resorts is aware that there were unfortunate issues regarding communication between ACM and Epic pass-holders;this was primarily due to the volume of cases they were processing throughout the season. However, they sincerely apologize that you were not aware of when your case was closed and denied prior to initiating a call with ACM. Vail has since changed partnerships and now works with a company called Sedgwick for Epic Coverage requests due to this feedback.
  

  While Vail does recognize and respect your position and your concerns, unfortunately Epic pass products are non-refundable products unless a refund is approved through Epic Coverage. This is addressed in the pass purchase policy which is presented and agreed to at the time passes are purchased. Vail confirmed that guests are not able to complete their purchase without agreeing to this policy. In addition, this policy also states that all Epic Coverage refunds are handled by Vails partner company; **** Resorts does not process refunds directly. Unfortunately, all refund requests and denial appeals for Epic pass products from the 20/21 season are no longer being accepted. The deadline to appeal a case from the 20/21 season was June 4th, 2021.
  

  We regret that we are unable to assist with your request or resolve your ongoing issue. As mentioned, Vail truly apologize for your frustrations and they appreciate the feedback you have provided regarding your Epic Coverage experience, despite its unfortunate outcome.Due to standing policies set forth by Vail Resorts, we cannot provide a refund for your pass nor can your case be reviewed any further by Vails leadership team.
  

  Sincerely,
  ******

  Customer response

  03/23/2022

   
  Complaint: 16909656
  
  I am rejecting this response because:although I can agree with me leaving my job for reasons beyond my control did not quality for EpICs coverage, the time it took aCM to address my claim was unreasonable and I was therefore unable to utilize my pass, a service I paid for. I did provid response to the emails listed with supporting documentation promptly. It was never acknowledged that it was received despite providing Further documentation twice  regardless, whether my initial claim had merit, the time it took to process the claim and notify me the entire ski season has passed  that is why I request a refund  I was unable to use what I paid for and my attempt to resolve this has gone unsatisfactorily addressed.  accept responsibility, and make it right.  the fact Vail no longer works with ACM makes it clear they were not able to handle the demand of the job but passing that buck off on the customer is a cowardly and unacceptable response  

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

  Customer response

  03/27/2022

  Hello, 

  Here are copies and dates of when I supplied additional information as requested, but never acknowledged from ACM or ****. The Refund Claim March shows the email exchange of that information and just one exchange in many in trying to find someone to help resolve my case before the end of the year. 

   

  Thanks. 

  Business response

  04/01/2022

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

  Thank you for following up on your complaint and for providing additional information regarding your case. As previously stated, we do understand your frustrations and apologize for the struggles you have faced.
  

  While they do recognize that the amount of time it took to review your refund request, Vail Resorts and ACM both indicate that they do state in the Epic Coverage terms and conditions and in email responses that Epic pass products will be deactivated and remain inactive while a refund request is pending. ACM provide that this is included in the multiple email communications they sent regarding your case but also recognize that at that time you intended to appeal their denial and/or their request for additional documentation. Despite the extensive time it took, ACM assured that they continued to review as thoroughly as possible, the details and the information provided in your request in order to confirm whether a refund would be granted.However, they also indicated that in the event that guests decide that they would like to use their pass, guests are always able to contact ACM to cancel their refund request which would reactivate their pass for use.
  

  As we mentioned in our initial response, it is stated in the pass purchase policy that refund requests are handled by Vails partner company and not Vail Resorts directly. They apologize that this may appear as a way of passing responsibility to a partner company however, guests do agree to this condition upon the purchase of their pass.
  

  Vail Resorts is truly sorry that your experience and the outcome were not what you had hoped for. Unfortunately,as it is included in the Epic Coverage terms and conditions, Vail Resorts cannot make any exceptions, no matter the amount of time taken to ultimately close your case. We regret that we are unable to assist with your request however, we are also required to follow the standing policies set forth by Vail. We wish you the best and hope that you are healthy and stay safe.
  

  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. ↩