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

• 

  Arapahoe Basin Ski Area

  28194 US Highway 6 Dillon, CO 80435

• 

  Mad River Mountain

  1000 Snow Valley Rd Zanesfield, OH 43360-9774

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:09/23/2025

  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.

  Extremely predatory auto-renew process for an extremely expensive purchase. I initially bought an epic pass 4 years ago, and each year since, I've manually purchased it. Apparently I was enrolled in auto-renew the whole time without knowing, possibly hidden in the initial sign up process.This year I had no intention of purchasing a pass since I moved from ********, so I didn't. And to my surprise, they still charged me $50 for the initial payment in April. I called customer service, which was completely unhelpful, but my auto-renew was cancelled. However, 5 months later, they still charged me the remaining $734 for the full pass purchase, despite auto-renew being cancelled and telling them I do not want their product. I spent an hour on the phone with customer support, which told me to send an email for resolution to support. Email support has been completely useless, 4 different agents have sent me the same exact email response template about auto-renew being non-reversible. Seems like an issue that comes up frequently enough that they need to have prepared responses for. Overall, an extremely shady business

  Business Response

  Date: 09/23/2025

  Hello, Mr. ************************ have received your complaint which states that you have concerns regarding Vail Resorts Auto Renew program. This program allows guests to automatically renew their Epic Pass products before the start of the winter season and provides the ability to pay the price of the pass in two payments. However, once a pass has been renewed, typically in April, that pass is unable to be cancelled and the remaining balance is charged in September. The deadline to cancel is notated in reminder emails which are sent to the email address on file for all guests enrolled in the Auto Renew program and provides the information and steps necessary to cancel within the allowed time frame You reached out on April ******* to unenrolled from the Auto Renew Program, however, that request was processed for 2026/2027 Season. The only option is to submit a refund request to Epic Coverage along with qualifying condition once the season pass has been renewed. Your request to cancel your 25/26 Epic Local Pass was not honored since the request was submitted after the deadline date of April ****** mentioned here: Auto Renew | Epic Season Pass 
  
  If guests do not cancel their renewal prior to the deadline, their passes are nonrefundable once the initial payment is charged. Epic passes are nonrefundable and nontransferable to other guests or other seasons. These details and additional information are outlined in the Epic Pass Purchase policy and the Auto Renew policy which are both presented and agreed to at the time guests purchase their pass and/or enroll in the Auto Renew program. You are welcome to review these policies for your records by visiting ************************************************************;
  
  We appreciate you taking the time to reach out and provide the details of your recent relocation. Vail Resorts is aware of your complaint, and they are apologetic about your ongoing frustrations. Regrettably, per their standing policies, **** cannot assist with your request to cancel your 25/26 Epic Local Pass. Although they cannot review your refund request any further, Vail absolutely understands your frustrations, and they will pass your comments along to their leadership team. If you do choose to pursue a refund through Epic Coverage, **** is hopeful for a positive outcome, and they wish you the best with your new journey!  
  
  Sincerely, 
  
  Althena 

• Initial Complaint

  Date:09/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/17/25 I received an email from Vail Resorts confirming my recent order on 9/8/25. Apparently last year when I pur*****d a season pass from them I was enrolled into an auto renewal, which I was not aware of. I called up Vail resorts on 9/17/25 and was informed them I did not wish to pur***** a pass this year and did not know that I was in a auto renew and asked them to please reverse the charge of $734 dollars they had charged to my credit card. I was told that there was nothing they could do and they would not refund me the cost. I have put in a dispute with ***** credit card, which I am told could take up to 90 days. I also sent **** an email requesting a refund and asking them to please unenroll me. I never received any advanced warning that they were going to charge my credit card, was never given notice that an auto renewal was to occur, which I would have cancelled had I been made aware. $734 is a lot of money, which I do not have. All I ask is that I be refunded the $734 and be unenrolled in their auto renewal. I am sure I am not the only one who this has occurred to.

  Business Response

  Date: 09/21/2025

  Hello, 

  Thank you for reaching out to Vail Resorts regarding Auto Renew on your account. 

  As previously communicated, the deadline to opt out of Auto Renew for the 2025/26 season was April 6, 2025. Multiple email reminders were sent ahead of this date. At the time of your original pass purchase, you agreed to participate in Auto Renew. 

  We absolutely understand your frustration and respect your position. However, the Auto Renew opt-out deadline is non-negotiable. As outlined in the Terms and Conditions accepted during the purchase process, the remaining balance for Auto Renew passes will be charged in September. You can review these Terms and Conditions here: Auto Renew Terms. 

  Your request has been thoroughly reviewed with our senior management team, and we are unable to issue a refund for your 25/26 season pass. I can confirm that your auto-renew is turned off for the 26/27 season. As outlined in our purchase policy, Epic Pass products are: 

    1. Non-refundable and not eligible for downgrade 

    2. Non-transferable to another person or season 

  
  The full policy is available here for your reference: Deposit and Cancellation Policy. 

  That said, your passes include Epic Coverage, which offers protection in certain circumstances. We encourage you to explore this option by reviewing the details here: Epic Coverage Information. Please refer specifically to Section E.4 for guidance on filing a refund request through our third-party administrator, ********. 

  We sincerely apologize for the inconvenience and understand this is not the outcome you were hoping for. Unfortunately, as representatives, we must uphold the policies in place and cannot make exceptions. We hope youll consider pursuing a refund request through Sedgwick if your circumstances meet their criteria. 

  If theres anything else we can help you with, please dont hesitate to reach back out. 

  
  Kindly, 
  ****** *. 
  Elevated Request Specialist 

• Initial Complaint

  Date:09/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loss of job, unable to pay/afford ski passes. Ridiculous to limit refund to 30 days after a job loss and 10 months before a planned ski trip. No one would be thinking about ski passes after being laid off from a job they had for 30 years. The email reminding me of the upcoming charge to my account is what prompted me to request the refund. It is unconscionable for a company to take money from a person after a job loss, especially when that person has spent thousands of dollars with that company over the years. This is how a company loses business. It is AWFUL customer service.

  Business Response

  Date: 09/21/2025

  Hello, *** ***,
  

  We have received your complaint regarding your request to cancel and refund your 2025/26 Epic Day Pass that was recently renewed. Unfortunately,you recently lost your job which has greatly impacted you and your familys lives. You have requested a refund through Epic Coverage but that request was denied as you did not submit your case within the accepted time frame. Due to the circumstances of your current situation, you are still seeking a refund.
  

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

  **** certainly understands that due to the suddenness of your job loss you did not submit your Epic Coverage refund request immediately.However, per the terms and conditions of Epic Coverage available online here: Policies | Epic Season Pass,agreed to at the time you renewed your pass in 2025, all requests must be submitted within 30 days of the qualifying event. ***** partner company, Sedgwick,reviews all Epic Coverage cases and they are required to uphold this policy as well. Guests are welcome to appeal any of Sedgwicks decisions as long as they have supporting documentation or updated details which support that the request was made within the correct time frame. If you do wish to appeal their decision, please contact ******** directly.
  

  We regret that we are unable to assist with your request for a refund. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request within a timely manner. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies, procedures, and web design. They wish you and your family the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for ski passes for myself and my daughters for the ******* ski season. I saw the charges and contacted **** Resorts/Epic Pass and asked them to refund the money as I had not authorized the purchase. I was told I enrolled in auto renew in April of 2024. I did no enroll in auto renew in April 2024. I simply put a down payment on the purchase of my ********* pass in April 2024 and agreed the remainder would be charged in Sept. of 2024. This is what I have done since 2021 - I put a down payment down in the spring to lock in a price and pay the remainder in the fall. This year I purposefully did not sign up for a pass because we did not use it last year. Nevertheless I was charged. I did not receive any notifications that I was on an auto renewal or that I my card would be charged. I did not receive an email or a receipt when I was charged. I found out I was charged through my credit card.

  Business Response

  Date: 09/17/2025

  Hello, Ms. *********
  We have received your complaint regarding the automatic renewal of your Epic Pass. We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest. You indicate that you did no enroll in auto renew in April 2024 and received no notification of the charge.  
  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  **** certainly understands your concerns and they truly regret any miscommunication or issues which have resulted in your continued frustration. Although they certainly understand your position, they indicated that email reminders are sent out in March each year stating that opt-out requests must be submitted prior to the to the opt out deadline. As their records do not indicate a cancellation request prior to the deadline,your pass was renewed and locked in for the season. **** has confirmed the record of this communication. Additionally, they also confirmed that auto renewal was set up at that time of the transaction on 4/10/2024. **** has confirmed the record of this transaction.
  The Auto Renew policy has indicated that passes are non-refundable once the initial payment has been charged. Per the terms and conditions of this policy, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting *********************************************************** has confirmed that you can change your status right from your Epic account. Just log in to your ****************************** account and select My Epic Account -> Passes. Any changes made after the April 6, 2025 opt-out deadline will apply to the following pass season of 2026/27.
  Vail does wish to emphasize that all Epic Pass products do include Epic Coverage at no additional cost. Epic passes are non-refundable and non-transferable outside of a Qualifying Event under Epic Coverage. You can review what is covered and how refunds are determined by visiting this link: ********************************************************************* note that if your reason for a refund is not outlined under the Epic Coverage terms and conditions as a qualifying event, you may not be eligible for refund. 
  We regret that we are unable to assist with your request to cancel your Epic pass however, per Vails standing policies,once a down payment is charged, pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. They also confirmed that you have been removed from the Auto Renew program for all future seasons. **** apologizes for your frustration and wish you the best as you move forward.
  Sincerely,
  *******

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23892567
  
  I am rejecting this response because: I did not receive any communications from Vail Resorts that I was enrolled in auto renew or that my credit card was going to be charged. In 2021, 2022, and 2023 I received emails from Vail Resort letting me know that my credit card was going to be charged for the balance of my pass in September. I then received a receipt. I have not receive any communication from Vail Resorts that I my credit card would be charged. I have only seen the charges on my credit card. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 09/21/2025

  Hello Ms. *********
  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint, and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest. You indicate that never received notification of the auto renewal.
  **** certainly understands your concerns and they truly regret any miscommunication or issues which have resulted in your continued frustration. Although they certainly understand your position, they indicated that email reminders are sent out in March each year stating that opt-out requests must be submitted prior to the to the opt out deadline. **** has confirmed emails were both sent and received to the head of household on the account with the contact email: *******.********@blackstone.com.Vail has confirmed the email dates of: 3/5/25 and 3/31/25. **** has also confirmed that the transaction receipt for the initial purchase on 4/7/25 were also provided to ************************************************************.
  The Auto Renew policy has indicated that passes are non-refundable once the initial payment has been charged. Per the terms and conditions of this policy, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting ******************************************************. Vail has confirmed that you can change your status right from your Epic account. Just log in to your ****************************** account and select My Epic Account -> Passes. Any changes made after the April 6, 2025 opt-out deadline will apply to the following pass season of 2026/27.
  Vail does wish to emphasize that all Epic Pass products do include Epic Coverage at no additional cost. Epic passes are non-refundable and non-transferable outside of a Qualifying Event under Epic Coverage. You can review what is covered and how refunds are determined by visiting this link: **************************************************************. Please note that if your reason for a refund is not outlined under the Epic Coverage terms and conditions as a qualifying event,you may not be eligible for refund. 
  We regret that we are unable to assist with your request to cancel your Epic pass however, per Vails standing policies,once a down payment is charged, pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. **** apologizes for your frustration and wish you the best as you move forward.
  Sincerely,
  *******

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23892567
  
  I am rejecting this response because: I purchased a ski pass for myself and my daughters in 2024. I received confirmation of that purchase to my email address which is on file with Vail Resorts and has been on file with Vail Resorts for years. Vail Resorts charged my credit card in 2021, 2022, 2023 and 2024. In all of those years I received notification to my email address that I would be charged. In 2025, Vail Resorts charged my credit card without notification and they did not even send a receipt for the charge - I discovered the charge on my credit card statement.

  Vail Resorts claim they sent notifications to my husband. First he did not receive any notifications that I was enrolled in auto renewal. Second, Colorado Automatic Renewal Law requires the notification to be sent directly to the consumer who entered into the contract. They claim I entered into an Auto Renewal contract in 2024. My understanding was that I agreed they would charge me for the remainder of my pass in fall 2024, which they did. I did not understand that I was entering into a auto renew for future years. Nevertheless, they were obligated to send notification to me as the consumer. Sending a notification to my husband (which they did not) is legally insufficient to fulfill Vail Resort's obligation to notify me.

  I have not used the pass and will be unable to do so this year. I would like a full refund.

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

• Initial Complaint

  Date:09/14/2025

  Type:Order 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.

  Paid a $49 deposit for EPIC pass. Got hurt and choosing not to ski this season as I just don't feel safe doing so - i do not feel right/pain free.. Asked for the $49 deposit back and they mandate a doctors note. It will cost me more to see the doctor again than loosing the $49 but they are unyielding. Have been an **** member for years and my family still is - can NOT believe how horrible this company has become - especially over $49. Next season will join ****. Am sure they will use a more common sense approach to customer service.

  Business Response

  Date: 09/17/2025

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

  We have received your complaint regarding the 2025/26 Epic Pass that was renewed through Vail Resorts Auto Renew program. You were recently injured and do not plan to use your pass due to safety and health concerns. You have requested a refund through Epic Coverage but they are requesting documentation from a physician indicating your inability to use your pass. You do not believe this is something that should be required and are seeking a refund through Vail Resorts directly.
  

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

  Although Vail Resorts absolutely understands that your plans have been impacted due to your injury, they did confirm that their passes are non-refundable and non-transferable. Per the pass purchase policy, Epic Pass products are non-refundable unless a refund is approved through Epic *********** you are aware, there are certain eligibility requirements which must be met in order to qualify for a refund. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per these terms and conditions, which were agreed to at the time you purchased your pass, guests submitting a refund request due to an injury must provide documentation from a physician supporting their inability to use their pass. This documentation must confirm the guests inability to use their pass for at least 30 consecutive days with seven of these days falling within in the Core Season. ***** partner company, Sedgwick,reviews all Epic Coverage cases and they are required to uphold this policy as well. Sedgwick is within their right to deny any requests that do not meet eligibility requirements which includes providing supporting documentation when necessary.
  

  We regret that we are unable to assist with your request for a refund or credit. However, per Vail Resorts terms and conditions which are presented to guests and available on **************************, guests must submit their Epic Coverage refund request and provide documentation that supports their reason for submission. **** assures that they will pass your feedback and your comments along to their leadership team as they continue to review and improve upon their policies and procedures. They wish you the best as you move forward and hope for a more positive outcome if you do choose to appeal your denied request.
  

  Sincerely,
  ******

• Initial Complaint

  Date:09/14/2025

  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.

  Complaint Summary:Unauthorized auto-renewal and mis-billing for 2025/2026 season pass, without consent or legally required notice, including a charge for the wrong pass type.Details:My last legitimate purchase on ************************** was on March 28, 2023, for a Tahoe Local Pass. At that time, I did not opt into automatic renewal. I have made no online pass purchases since then and have never authorized any auto-renewal for future seasons.On September 9, 2025, my credit card was charged $1,468.00 for an Epic Local Pass -- a more expensive product I have never purchased (I have only ever purchased the Tahoe Local Pass). I immediately contacted Vail Resorts and requested the charge be stopped, but they refused, despite the bank stating that they had the ability to reverse it.I received no advance notice before this charge.Under Californias Automatic Renewal Law (Bus. & Prof. **** 1760017606),businesses must:- Clearly and conspicuously disclose all auto-renewal terms before obtaining billing information.- Obtain express affirmative consent to auto-renewal terms (e.g., an unchecked box I must click).- Provide a confirmation of enrollment.- Send a renewal reminder 1545 days before an annual renewal (this requirement has been in effect since July 1, 2022).- Provide a simple online cancellation mechanism at least as easy as the sign-up process.Vail Resorts has not produced proof that I ever opted into auto-renewal, nor did they send a legally required 1545 day renewal notice before charging me, nor do they provide any simple online cancellation mechanism to stop the charges.This complaint has also been filed with the ***** office, and I encourage all California residents to do the same in response to these shady and deceptive business practices.

  Business Response

  Date: 09/17/2025

  Hello, Mr. *********
  We have received your complaint regarding the automatic renewal of your Epic Pass. We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest. You indicate that on March 28th,2023 you purchased a Tahoe Local pass and have not purchased a product online since then. Then on September 9th, 2025 you were charged $1,468 for an Epic Local Pass. You indicate that you also received no advance notice of the charge or option to opt out.
  We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  **** certainly understands your concerns and they truly regret any miscommunication or issues which have resulted in your continued frustration.Although they certainly understand your position, they indicated that email reminders are sent out in March each year stating that opt-out requests must be submitted prior to the to the opt out deadline. As their records do not indicate a cancellation request prior to the deadline, your pass was renewed and locked in for the season. Vail has confirmed the record of this communication sent to the email: ********************
  Additionally, they also confirmed that the transaction on 3/28/2023 was for the Epic Local pass and auto renewal was set up at that time. **** has confirmed the record of this transaction. The following year on 4/8/24 the same product was auto renewed. **** has confirmed the purchase of this product as well as record of use of this product. The pass continued to renew with the transaction that took place on 4/7/25 and the balance on 9/9/2025.
  The Auto Renew policy has indicated that passes are non-refundable once the initial payment has been charged. Per the terms and conditions of this policy,which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting *********************************************************** has confirmed that you can change your status right from your Epic account. Just log in to your ****************************** account and select My Epic Account -> Passes. Any changes made after the April 6, 2025 opt-out deadline will apply to the following pass season of 2026/27.
  
  Vail does wish to emphasize that all Epic Pass products do include Epic Coverage at no additional cost. Epic passes are non-refundable and non-transferable outside of a Qualifying Event under Epic Coverage. You can review what is covered and how refunds are determined by visiting this link: ********************************************************************* note that if your reason for a refund is not outlined under the Epic Coverage terms and conditions as a qualifying event, you may not be eligible for refund. 
  We regret that we are unable to assist with your request to cancel your Epic pass however, per Vails standing policies, once a down payment is charged,pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. They also confirmed that you have been removed from the Auto Renew program for all future seasons. **** apologizes for your frustration and wish you the best as you move forward.
  Sincerely,
  *******

  Customer Answer

  Date: 09/18/2025

   
  Complaint: ********
  
  I am rejecting this response because I did not receive email notifications informing me of the renewal within reasonable and required timelines. I received only one email, that offered cancellation within 7 days. Even therein, I never authorized the auto-renewal, and **** has been unable to provide proof that I affirmatively checked any box or otherwise opted-in to auto-renewal. **** refused to cancel the transaction when I ordered them to do so, and has refused to delete my credit card from their system.
  
  Sincerely,
  Complainant on complaint: ********

  Business Response

  Date: 09/19/2025

  We sent emails to Mr. ******** on two days prior to the initial charge being collected, one on March 5, 2025 and a second on March 31, 2025 outlining the time to cancel auto renew or change the product he was renewing. The auto renew charge took place on April 7, 2025, past the 30 day notification. 

  email first delivered date time delivered opened
  **************************** 2025-03-05T21:03:54.290Z 1 0
  **************************** 2025-03-31T22:09:57.978Z 1 0

  We do understand that Mr. ******** claims he did not authorize the auto renew charge, but he has been in auto renew for 3 seasons and has used his auto renewed passes extensively over the last 2 seasons. 17 days and 31 days. 

  I can confirm that both passes under Mr. ********** account are available for use this 2025/26 season and have been removed from all future auto renew charges.

  Thank you 

  Customer Answer

  Date: 09/21/2025

   
  Complaint: 23881357
  
  I am rejecting this response because: I did not receive proper notification of charges; I did not accept any agreements; I did not opt into auto-renewal.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/13/2025

  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.

  Epic Pass auto-renewed my ski pass for the upcoming year, despite an email in July asking for my card not to be charged. I recently went through a divorce and cannot afford to ski this season as a result. This does not fall into one of their categories for a refund of my ski pass. I have turned off the auto-renew feature, but am afraid they will continue to charge my card indefinitely because I do not have a serious health condition or job loss. I just no longer want to ski because it is too expensive! Now I have a pass for over $400 that I will not be using this year. I have emailed the company to cancel my account and information, as there is no way to do this online that I could find. I feel this is very unfair, not allowing someone to cancel their account easily.

  Business Response

  Date: 09/17/2025

  Hello, ***************************** have received your complaint regarding the 2025/26 Epic Pass that was recently renewed through Vail Resorts Auto Renew program. You reached out in July, prior to the remaining balance being charged, to cancel your pass and were informed that your pass could not be cancelled.Unfortunately, you have gone through a recent divorce which has impacted your finances and you cannot afford a ski pass for the coming year. You are seeking a refund of your pass and requesting that Vail Resorts remove your information and cancel your account.
  

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

  Vail certainly understands your concerns, and they truly regret any miscommunication or issues which have resulted in your continued frustration. They are sorry that the information regarding their Auto Renew policy was not clearly explained when you previously reached out. Although they certainly understand your position, they indicated that email reminders are sent out in early Spring each year stating that opt-out requests must be submitted prior to the to the opt out deadline. As their records do not indicate a cancellation request prior to the deadline, your husbands pass was renewed and locked in for the season.
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Guests are responsible for paying the final, remaining balance in mid-September. Per the terms and conditions of this policy, which are presented and agreed to at the time guests complete their transaction,passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting ******************************************************.
  

  Although Vail cannot refund your pass, they did advise that all Epic Pass products include Epic Coverage at no additional cost. The Epic Coverage policy allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. While they cannot comment on whether your current situation would be eligible for a refund, **** strongly urges you to review the qualifying events online to determine whether you meet any other qualifications.A detailed list of qualifying events can also be found on **************************. If you do feel that you have a qualifying event you are welcome to submit an online intake form here: *********************************************.
  

  We regret that we are unable to assist with your request to cancel your Epic pass however, per Vails standing policies, once a down payment is charged, pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. If you do choose to request a refund through Epic Coverage, **** hopes that it works out to a positive outcome for you.
  

  Sincerely,
  ******

  Customer Answer

  Date: 09/17/2025

   
  Complaint: 23880169
  
  I am rejecting this response because:
  While I understand the policies behind the auto renew feature now, its just poor business practice in general to have zero leeway for loyal customers. I dont qualify for any of the circumstances that would refund my pass, as outlined to me in a July email. Divorce or financial hardship is not included. I have canceled the credit card associated with my account (but anlr paid the pass expense) and wont be returning as an epic customer in the ***********************************************

• Initial Complaint

  Date:09/12/2025

  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.

  Dear officer , Good afternoon Vail Resort used my debit card to purchase a new ski pass without my permission. I told them I didn't make the purchase and tried to get a refund of ***** USD, but they refused! They told me a refund was impossible! I'm so scared I've had to ask the bank to replace my debit card. I feel like this institution is using unfair terms to force a customer to purchase a ski pass! They forced the customer to use their card without their consent, and even then, they won't refund the money even though no purchase was made! Please help me to refund my 1090 usd ! My Epic pass member number is *********** Thank you so much! Best wishes **** **

  Business Response

  Date: 09/17/2025

  Hello, Ms. ********* have received your complaint regarding the automatic renewal of your Epic Pass. We appreciate you taking the time to reach out and provide the details of your situation. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  **** certainly understands your concerns and they truly regret any miscommunication or issues which have resulted in your continued frustration. Although they certainly understand your position, they indicated that email reminders are sent out in early Spring each year stating that opt-out requests must be submitted prior to the to the opt out deadline. As their records do not indicate a cancellation request prior to the deadline, your pass was renewed and locked in for the season.
  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Per the terms and conditions of this policy, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting ******************************************************.
  Vail does wish to emphasize that all Epic Pass products do include Epic Coverage at no additional cost. Epic passes are non-refundable and non-transferable outside of a Qualifying Event under Epic Coverage. You can review what is covered and how refunds are determined by visiting this link: ********************************************************************* note that if your reason for a refund is not outlined under the Epic Coverage terms and conditions as a qualifying event, you may not be eligible for refund. 
  We regret that we are unable to assist with your request to cancel your Epic pass however, per Vails standing policies, once a down payment is charged,pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. They also confirmed that you have been removed from the Auto Renew program for all future seasons. **** apologizes for your frustration and wish you the best as you move forward.
  Sincerely,

  *******

• Initial Complaint

  Date:09/06/2025

  Type:Billing 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.

  Hi,My husband and I have made multiple attempts to cancel our Epic Pass as I am pregnant and unable to use it and he is my sole caretaker. For context, they sent a charge in april for deposit on a autorenew. We made attempts to cancel the auto renew and they declined stating it was too late I reached out again as the are planning to charge us the full amount for a pass we can not use this month. Again they said they cant cancel our autorenew as it is too late. It is strange because they havent even charged us the money yet but refuse to cancel in advance and plan on charging on the full 1000 this month. Even after multiple times attempting to cancel.

  Business Response

  Date: 09/15/2025

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

  We have received your complaint regarding your request to cancel the 2025/26 Epic Pass that was purchased for your husband. Due to your pregnancy, he will not be able to use his pass and you have repeatedly reached out to Vail Resorts to request a refund. Unfortunately, **** advised that they were unable to cancel the pass and the final balance was recently charged despite you reaching out in advance of the payment. You are still seeking a full refund and cancellation of his pass.
  

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

  Vail certainly understands your concerns, and they truly regret any miscommunication or issues which have resulted in your continued frustration. They are sorry that the information regarding their Auto Renew policy was not clearly explained when you previously reached out. Although they certainly understand your position, they indicated that email reminders are sent out in early Spring each year stating that opt-out requests must be submitted prior to the to the opt out deadline. As their records do not indicate a cancellation request prior to the deadline, your husbands pass was renewed and locked in for the season.
  

  Additionally, they also confirmed that the Auto Renew policy has always indicated that passes are non-refundable once the initial payment has been charged. Guests are responsible for paying the final, remaining balance in mid-September. Per the terms and conditions of this policy, which are presented and agreed to at the time guests complete their transaction,passes cannot be cancelled or refunded after purchase. The pass purchase and Auto Renew policies are both published on ************************** and can be reviewed for your records by visiting ******************************************************.
  

  Although Vail cannot refund your husbands pass, they did advise that all Epic Pass products include Epic Coverage at no additional cost.The Epic Coverage policy allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. A detailed list of qualifying events can also be found on **************************. If you do feel that you have a qualifying event you are welcome to submit an online intake form here: *********************************************.
  

  We regret that we are unable to assist with your request to cancel your husbands Epic pass however, per Vails standing policies, once a down payment is charged, pass products can no longer be cancelled. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. If you do choose to request a refund through Epic Coverage, **** hopes that it works out to a positive outcome for you and your family. shortly.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (2) 2 day passes for my son and me. Epic put both passes under my name instead of one in my son's name. I spoke with *****, and he said they would cancel two of my days and refund me the money. Then they would charge me for my son. for two days. Well, they cancelled all four days of my pass and when I called to find out what happened. They Charged me a higher price. So right now, I have paid for 8 days of skiing. four on my credit card and four thru Upgrade.

  Business Response

  Date: 09/01/2025

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

  We have received your complaint regarding the Epic 2-Day Passes that you purchased for you and your son. Unfortunately, there was a mix up at the time of your purchase and both passes were assigned to your son. You reached out to Vail Resorts to move on the passes under your name but instead they purchased a new pass and charged you the updated price which cost more than the originals. You believe that you have now been charged for two passes through Epic Flexpay and two additional passes, at a higher price, through Vail Resorts.
  

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

  Upon reviewing your account, **** determined that your original purchase was for two, Epic 2-Day Passes using Epic Flexpay and one pass was associated with ****** ******** and the second was associated with ******* ********; there were no duplicate passes in the original ************** the time that you reached out on August 26th, **** helped you purchase an Epic 2-Day Pass for **** ******** while also refunding the 2-Day Pass which had been purchased for ******* ******** in April. A new Epic 2-Day Pass was then purchased one more for ******* ******** using the credit card on file. As the price of passes had increased at the time you reached out, you were charged the new price for the two passes purchased on August 26th.**** confirmed that you and your family currently have only three active passes: one for ******* ********, one for *************************, and one for ****** ********. **** sent copies of the receipts confirming these purchases, and the refund, to your email for your records.
  

  **** apologizes for any confusion, and they regret that this information was not explained clearly when you reached out to them. They would be happy to assist you with any other concerns that you may have. They absolutely do appreciate your feedback and assure that your comments will be passed along to their leadership team as they continue to review all policies and procedures in order to provide the best experience for their guests. **** wishes you and your family the best and they look forward to seeing you on the slopes.
  

  Sincerely,
  ******

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23806668
  
  I am rejecting this response because: ****** ******** and ************************* are the same person. Please refund ****** ********. The only pass I should have are ******* and **** ********. They should be on the same account. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/15/2025

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

  Thank you for taking the additional time to follow up regarding your concerns. We have spoken with Vail Resorts who indicated that one of their agents spoke with you over the phone on September 3rd. They refunded the duplicate pass that had been purchased for ******/ **** ********.
  

  Per the information provided by Vail Resorts, it appears that your follow up request with the Better Business Bureau has already been resolved. If you have any additional concerns, please contact **** directly.They would be happy to assist, and they look forward to seeing you this season.
  

  Sincerely,
  ******