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

  548 S. Frontage Rd. Vail, CO 81657

• 

  Vail Mountain

  137 Benchmark Rd Avon, CO 81620

• 

  Breckenridge Ski Resort

  1599 Ski Hill Rd, Breckenridge, CO 80424

• 

  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:08/27/2025

  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.

  I have 2 kids with season passes that autorenew. My daughter, almost *********************************************************** years. Last summer, when I realized her pass had autorenewed I called the Vail Resorts hoping to cancel the pass but it was too late so I had to pay anyway. They assured me at that time that her pass would NOT auto-renew this year and offered to give her the college student discount because she is and was a full time student. In the middle of that call we were "somehow" disconnected and was never able to get a person back on the line. This year I see that the pass again autorenewed so I called again and they said there was nothing I could do and that they would not do a college student discount. The representative was clearly reading from a script and was not helpful at all. (Elle was her name). She put me on hold to talk to her manager ("****") but she just said that I had to pay and had no options.

  Business Response

  Date: 09/01/2025

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

  We have received your complaint regarding the recent Auto Renewal of your daughters Epic Pass. You indicate that you were unaware her pass had been enrolled in Vail Resorts Auto Renew program and that you previously reach out to them requesting to cancel the renewal for the 2025/26 season. Unfortunately,despite your request to cancel her pass, you were informed that her pass was non-refundable and unable to be cancelled. Youve escalated your concerns with ***** leadership team but they continue to advise that her pass is unable to be cancelled for the current year.
  

  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.
  

  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 daughters 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 ******************************************************.
  

  Vail does wish to emphasize that all Epic Pass products do include Epic Coverage at no additional cost. Guests who are unable to use their pass due to a qualifying personal event are welcome to submit a refund request through Epic Coverage. Details regarding qualifying events and eligibility can be found on **************************. If you believe that you have an eligible event, you are welcome to submit your request online or by calling ************.
  

  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 she has been removed from the Auto Renew program for all future seasons.If you have any documentation supporting your request to cancel Auto Renew in previous seasons, or prior to the deadline for the current 25/26 season, **** would be willing to investigate your request further.  They wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/10/2025

  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 this complaint against Epic Pass (Vail Resorts) regarding an unwanted auto-renewal for my ******** pass. I had previously turned off Auto Renew on my account in the past, and I had no intention of renewing for this upcoming season. Despite this, I was charged for a new season pass without my consent.This is the second time I have been stuck with an unwanted renewal, and I have since read multiple customer reviews reporting similar experiences. This points to a potential system flaw or recurring issue where customers who believe they have opted out are still being renewed.When I contacted Epic Pass customer support, I explained that: I had not intended to renew, I had turned off Auto Renew previously, I am unemployed and cannot afford the pass, I am not requesting a refund of what has already been charged, I simply want the 25/26 pass canceled so that no further charges are applied in September.Despite multiple communications, Epic Pass refuses to cancel the pass. They have confirmed that my Auto Renew is turned off for 26/27, but insist the 25/26 pass must remain active and that I am responsible for the remaining balance. They have stated the balance will be charged in September regardless of my inability to pay.I believe this is an unfair business practice under auto-renewal laws, especially given that I had previously opted out and have communicated my financial hardship. My request is not for a refund it is solely for cancellation of the pass and prevention of any further charges or collections activity.?Desired Outcome:Immediate cancellation of my ******** Epic Pass.Confirmation that no additional charges will be applied in September.Confirmation that the account will not be sent to collections.

  Business Response

  Date: 08/12/2025

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

  We have received your complaint regarding the automatic renewal of your Epic Pass. You indicate that you previously attempted to cancel Auto Renew but those attempts have been unsuccessful resulting in unwanted charges. While you have been informed that Vail Resorts is unable to cancel your pass, you did submit a refund request through Epic Coverage due to unemployment as well. Unfortunately, that request was denied and you were recently informed that the remaining balance for your pass was set to be charged in September. At this time, you are requesting to cancel your 25/26 Epic pass and ensure that no additional charge will be posted in September.
  

  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.
  

  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 initially 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 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. While they are unable to assist in approving or denying Epic Coverage requests, they welcome you to appeal this decision with ******** directly. If you do wish to appeal this denial, please ensure that you have the necessary documentation to support your request. If you have any additional concerns or questions, please reach out to your case manager with ********.
  

  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.If you have any documentation supporting your request to cancel Auto Renew in previous seasons, or prior to the deadline for the current 25/26 season, **** would be willing to investigate your request further.  They wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:08/07/2025

  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.

  I purchased an epic pass for $317.95 on May 27, 2024 and had accidentally selected an auto-renewal choice. I would have not knowingly chosen this option as I do not live in the area and had/have no plans for a future trip. My trip for the 24/25 season was canceled and I did not use my purchased pass. I am not requesting a refund for this purchase. I was charged $49 for an "AD EPIC 3 DAY RST 25/26" on April 7, 2025. I called their customer service line to request a refund as I did not mean to select this auto-renewal and do not wish to purchase another pass for the 25/26 year. They denied my refund. I requested that they discontinue my auto renewal for the future as there was no option of this on their website or app. I was unaware this was an "initial payment" and I would be charged an additional payment of an unknown amount in the future as well . I received an email on August 8, 2025 informing me of an "UPCOMING FINAL PAYMENT FOR YOUR 2025/26 EPIC PASS" that would charge a remaining balance of $286.00 between September 8-11, 2025. I responded to their email to ask to prevent/stop this payment from processing. I also requested deletion of my account as I don't want to continue to be charged at their will. They denied to cancel this upcoming payment as I had agreed to the terms and services in addition to them sending numerous emails. There was a single email sent reminding me of the autorenewal that occured on April 7, 2025 that I unfortunately missed. However, I received several emails per week with "snow alerts", "epic mountain rewards", and other frequent emails from Epic pass that I regret subscribing too.

  Business Response

  Date: 08/12/2025

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

  We have received your complaint regarding the automatic renewal of your 3-Day Epic Pass. Your purchased a pass for the previous 24/25 season which you were unable to use and then discovered that you were enrolled in Vail Resorts Auto Renew program. You were initially charged $49 in April 2025 and reached out to cancel the pass before the remaining balance was charged. Unfortunately, Vail Resorts advised that they could not cancel your pass and that you would be charged the final balance in September. At this time,you are still seeking to cancel the pass prior to being charged the additional cost.
  

  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.
  

  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 initially 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 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. Epic pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is included at no additional cost with all pass products and allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. Per these terms and conditions of these policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase.  These policies are published on ************************** and can be reviewed for your records by visiting ******************************************************.
  

  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.If you have any documentation supporting your request to cancel Auto Renew in previous seasons, or prior to the deadline for the current 25/26 season, **** would be willing to investigate your request further.  They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23714647
  
  I am rejecting this response because:

  I disagree that you are putting an auto enrollment feature on something that is non refundable or transferable. People are human and can miss a SINGLE email. There should be a period of time that you are eligible for a refund if you didnt intend to use or purchase a pass. In addition to the charge of the down payment, you provided no information about the total cost of the pass until later when youve already locked in to paying it.

  Its obviously a ploy to make money off of people that arent even using your services. Its no wonder you have a class action lawsuit. Im glad the money youll charge me in September will help you pay for it.

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

• Initial Complaint

  Date:07/24/2025

  Type:Sales and Advertising 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.

  We got sick and had to cancel our ski trip. I followed all of vails requests and never heard anything back from them. They have a sick policy and we would have 100% qualified for a reimbursement. In addition we were reimbursed from the hotel and our ski lesson(from *****) no questions asked. Obviously we would have loved to stay and ski but my son wife and baby all came down with the flu then me and my other son got it as well.

  Business Response

  Date: 08/04/2025

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

  We have received your complaint regarding your Epic Coverage refund request for your familys Epic passes which was recently denied. Unfortunately,you were unable to use your passes after your family came down with the flu. You submitted your request and provided documentation from your family doctor indicating your inability to use your passe for medical reasons. due to a hip injury and submitted supporting medical documentation. Regrettably, ******** has not followed up with you and your case has been closed. You are still seeking ae refund of your unused Epic Passes.
  

  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 ********. 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,
  ******

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23646871
  
  I am rejecting this response because: This will keep the case open to allow **** and ******* to issue me my refund
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/06/2025

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

  Thank you for your response and for keeping this method of communication open. We greatly appreciate your cooperation.
  

  Per Vails request, ******** reviewed your familys Epic Coverage request once again. They indicated that your request was denied because they did not receive sufficient documentation from your physician indicating your familys inability to use the passes for 30 days or more. Per the terms and conditions which were agreed to at the time your passes were purchased, guests must provide documentation signed by their physician confirming they are unable to use their pass product for at least 30 consecutive days. You are welcome to review the eligibility requirements by visiting the Epic Coverage webpage here: Policies | Epic Season Pass.
  

  At this time ******** has indicated that they cannot approve your refund based on the documentation they have received. If you have additional information, or documentation to support your case, you are welcome to appeal Sedgwicks denial. You can also contact ******** directly with any further questions you may have.
  

  We regret that we are unable to assist with having your Epic Coverage request approved. However, Vail Resort and Sedgwick are obligated to uphold their policies and their terms and conditions. If you do determine that you have additional documentation to support your case, and choose to appeal Sedgwicks denial, **** hopes that it works out to a positive outcome. They wish you and your family the best as you move forward.
  

  Sincerely,
  ******

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23646871
  
  I am rejecting this response because: I did submit all of the information vail asked for and I have attached many photos here. I was instantly reimbursed from the hotel and the lessons I had from *****. I dont see why **** makes their costumers jump through hoops to get a refund. I should have to go to the bbb to get a resolution. You can simply refund me for what I did not use. 

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

• Initial Complaint

  Date:07/17/2025

  Type:Product 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.

  In December 2024, I purchased an Epic Pass from Vail Resorts for the 2025 ski season (confirmation #*********), paying $1,047.00. The pass included Epic Coverage, which promises a refund in case of personal events like illness or injury that prevent usage. I never used the ******* February 2024, I sustained a painful right hip injury, later diagnosed as mild bilateral hip osteoarthrosis. This injury caused persistent pain and limited mobility, which prevented me from skiing. The diagnosis was supported by X-ray imaging and physician documentation. Once I realized that recovery would take at least 68 weeks, I contacted **** in March to request a refund under the Epic Coverage terms. I was referred to ********, their third-party administrator.Sedgwick required medical documentation, which I promptly obtained and submitted. This included a physician note and X-ray results. Because I could not afford an MRI, I focused on conservative treatment and recovery, as advised. Despite complying with every request and continuing to follow up, ******** kept demanding more paperwork, often redundant or already submitted.After nearly four months of vague responses and dismissive communication, ******** denied my claim without any clear explanation. Vail Resorts has offered no support whatsoever throughout this process. Its been exhausting, stressful, and disheartening. The experience feels designed to discourage valid claims rather than offer the coverage promised.I am requesting a full refund of $1,047.00. I never used the pass, I followed all instructions, and I fully complied with the documentation requirements. Im including my purchase confirmation and am happy to provide all additional communication upon request. I hope the BBB can help resolve this situation fairly and urgently.

  Business Response

  Date: 08/03/2025

  Hello, Ms. ********************* have received your complaint regarding your Epic Coverage refund request which was recently denied. You submitted your request due to a hip injury and submitted supporting medical documentation. Regrettably,******** claimed they did not receive the required documents and your case was denied. You are still seeking a refund of your unused Epic Pass.
  

  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 ********. 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,
  ******

  Customer Answer

  Date: 08/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: 

  Thank you for the response. I truly appreciate that Vail Resorts has reached out to ******** to request a review of my case, and Im open to continuing the conversation. However, I am not satisfied with the current outcome.

  This was my first Epic Pass purchase. I recently moved to **** and had planned to become a loyal, long-term guest of Vail Resorts for myself and my family. 
  I was genuinely excited about this season and couldnt wait to learn snowboarding. Unfortunately, due to a injury, I was unable to use the pass at all, and I submitted a refund request under Epic Coverage in good faith.
  
  Throughout the process, I followed the required timelines and provided all the documentation ******** asked for, including medical records and a physicians note. Despite my efforts and transparency, my claim was denied with little clarity. I would be happy to speak directly with someone from Vail Resorts and share the documentation in person or over a call if that would help clarify my situation.
  
  I am deeply frustrated that a company as reputable as Vail Resorts would outsource such an important refund decision to a third-party claims processor that clearly lacks accountability and empathy. ******** does not represent the level of service or guest experience that Vail is known for. I genuinely believe that Vail Resorts should take ownership of this situation and make the final decision directly, rather than leaving it to an outside company with no investment in Vails reputation or guest satisfaction.
  
  I truly **** **** Resorts will step in and help resolve this matter fairly. Thank you again for your time and consideration.
  
  Sincerely,
  ***** *******

• Initial Complaint

  Date:06/25/2025

  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.

  This complaint is in regards to ****** Epic Ski Pass and my experience related to customer service, cancellation, and refunds. My customer ID is ******** and the charges in question amount to $1459, potentially more. Confirmation numbers: 390748724, 408386449P, 443388010, 460974440P, and *********.I skied in '21 and again in '22. My '22 pass was auto-renewed unknowingly, withdrawing funds for the 23/24 ski season in the amount of $677 ($50 +$627).With no easy way to turn off auto-renewal or speak to a human being, I ended up chatting with a customer service representative on their website. It was clear they weren't going to give me back the money for the 23/34 ski season without a "qualifying event" even though the pass was never used. So I asked the representative to end future billing. The next year rolls around, 24/25 season and I see the deposit again. The $50 charge which means the larger bill is unavoidable and nonrefundable. This is APRIL 2024, charging me for the ski season that hasn't even started later that year. No way to cancel even though they haven't charged the full amount, services have not been rendered, and the pass has not and cannot be used. September 2024 rolls around and the remaining balance is charged, $682. I try to cancel and get refunded again, but still told no unless I'm experiencing a qualified event. At this point, I have spent $1,409 and have not skied, visited their facilities, or used any services. Despite all my attempts to cancel and stop auto-renewal, ANOTHER $50 CHARGE posts APRIL 2025. Which means I again won't be able to get out of the pass for another year. They make the process intentionally difficult and still no clear end in sight. They see the records of my attempts to cancel and still won't turn off auto-renew.The mountains are great and their resorts are fantastic, but forcing customers to pay and disclose sensitive health records seems like a HIPAA violation and also an necessary cyber security risk.

  Business Response

  Date: 07/08/2025

  Hello, *** ****,
  

  We have received your complaint regarding your Epic Pass which has been renewed through Vail Resorts Auto Renew policy despite your request to cancel the pass. You have been attempting to cancel the auto renewal of your Epic pass since the 23/24 season. You requested to cancel future renewals but, you have been charged for both the 24/25 season and the 25/26 season. As you have been attempting to cancel the renewal of your pass for multiple years, you are requesting a refund for the most recent renewal and assurance that you have been removed from the Auto Renew program.
  

  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 sincerely apologize for your frustration. 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 initially reached out and that any request to cancel Auto Renew was not recognized. 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. Epic pass products are non-refundable unless a refund is approved through Epic Coverage. The Epic Coverage policy is included at no additional cost with all pass products and allows guests to request a refund if they are unable to use their pass due to a qualifying personal event. Per these terms and conditions of these policies, which are presented and agreed to at the time guests complete their transaction, passes cannot be cancelled or refunded after purchase.  These policies are published on ************************** and can be reviewed for your records by visiting ******************************************************.
  

  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 are no longer able to 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. If you have any documentation supporting your request to cancel Auto Renew in previous seasons, or prior to the deadline for the current 25/26 season, **** would be willing to investigate your request further.  They wish you the best as you move forward.
  

  Sincerely,
  ******

• Initial Complaint

  Date:05/21/2025

  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 friend and I both bought the ski/EPIC passes together last year. However, he suffered a serious knee injury right before the season and was forced to sit out the season. He filed a claim and got his money back. Mine was denied since he wasnt a family member. However he was my ex roommate and since he suffered the injury so late I couldnt just go out and find a ski ****** Not only my claim was denied, I wasnt even able to get the credit roll over to next season. Ive attached my credit card transaction statement as well as the claim/refund number. Thanks

  Business Response

  Date: 06/06/2025

  Hello *** **,
  

  We have received your complaint regarding the Epic Coverage refund request that you submitted for your 24/25 Epic pass. You purchased your pass intending to ride with friends however, the friend you planned to ski with the most injured his knee prior to the season which prevented him from using his pass. He submitted a refund request which was approved. However, your request was denied citing that refunds due to injury are only applicable for people from the same family and who reside in the same house. You are still seeking a refund or a credit that can be used toward a pass for the current 25/26 season.
  

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

  Although Vail Resorts absolutely understands that your winter plans were impacted due to your friends injury, and that you were unable to find other friends to join you due to the short notice, 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 Coverage. As 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 a family member injury must provide proof that they reside in the same permanent residence together and confirm family member status. ***** 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 and met the additional requirements. 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 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,
  ******

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23361151
  
  I am rejecting this response because:

  
  Not everything is black and white. If your first priority of making profit first, so be it. You just lost a valuable customer of more than a decade 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:05/12/2025

  Type:Product 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.

  I am submitting a formal complaint against Vail Resorts regarding the denial of a refund for my unused ******** Epic Pass, due to what I believe is negligence and system error on their part.I purchased the pass, but the transaction never appeared in my Epic Pass online order history, even though prior years transactions are clearly visible. This omission led me to believe that the purchase had not gone through. Only later, after noticing inconsistencies on their website, did I discover that my card had in fact been charged.I eventually submitted a refund request due to a job-related relocation on November 3, 2024a qualifying event under Epic Coverage. However, my request was auto-denied solely because it was submitted outside the 30-day window, which I missed only because Vails system never confirmed or displayed my purchase. Had I been notified or had the order appeared in my account like all prior years, I would have filed immediately.I did receive email notifications, but they were sent to an outdated email address that I no longer had access to. I had updated my account to a new email, but Vail Resorts failed to send correspondence to that new address, further delaying my awareness of the purchase.Following the denial, I escalated the issue. It took over a month for ******** to assign someone to my case, and I received no real communication or explanation. After two months, I was again informedwithout any additional contextthat my claim remained denied. I was never able to use even one day of this pass, and no alternative resolution has been offered.This is not a dispute over whether I qualifyI clearly do. This is about the companys failure to properly document the transaction and to communicate using the updated contact information I provided. I am requesting a full refund of $933, and I am asking Vail Resorts to acknowledge and take responsibility for this oversight.

  Business Response

  Date: 05/28/2025

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

  We have received your complaint regarding your 24/25 Epic Pass that you were unaware was renewed. You indicate that the purchase did not show up in your online order history and you never received email communication regarding this purchase because Vail Resorts had an outdated email address on file. As you were unaware that you had an active pass product for the 24/25 season, you were unable to use it. Additionally, your job recently transferred you to a new location where you are unable to use a pass. You submitted a refund request through Epic Coverage due to job relocation and the claim was denied. At this time, you are still seeking a refund for your 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 frustrations. They greatly respect your position and your feedback as a valued guest.
  

  Upon review of their records, Vail Resorts was able to clarify that your 24/25 Epic Pass was renewed through their Auto Renew program which had been activated during the 22/23 season. They also advised that email reminders are sent to all guests who are enrolled in their Auto Renew program. These emails include a list of account members enrolled in Auto Renew, the type of pass that will be renewed, and information on cancelling prior to the opt-out deadline. Additionally,active passes are visible on the homepage of guests online Epic account. They apologize for any confusion regarding the renewal of your 24/25 pass however,they did confirm that the renewal of your pass was processed correctly per the terms and conditions of their Auto Renew policy.
  

  **** understands that due to confusion regarding your pass led to a later submission of your Epic Coverage refund request. absolutely However,they indicated that their passes are non-refundable and non-transferable. You are welcome to review these details by visiting Epic Pass website: Policies | Epic Season Pass.
  

  Per the terms and conditions of Epic Coverage, which were agreed to at the time you purchased your pass in 2022 and enrolled in Auto Renew, all requests must be submitted within 30 days of the qualifying event.Epics 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,
  ******

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23320400
  
  Hello,
  
  
  Thank you for your response, but I must reiterate that my complaint has not been adequately addressed.
  
  
  While Vail Resorts references their Auto Renew program and associated emails, this does not excuse the core issue: my ******** Epic Pass transaction was never visible in my Epic Pass online account order history, unlike prior seasons. This omission is not a minor oversightit is a critical system failure that directly prevented me from realizing I had been charged.
  
  
  Had the purchase been reflected in my account like all previous transactions, I would have seen it and acted accordinglyincluding submitting my Epic Coverage claim within the required 30-day window. Instead, the lack of any visible record led me to reasonably believe the purchase had not gone through.
  
  
  On top of this, all renewal-related communication was sent to an outdated email address. Despite having updated my Epic account with my current contact information, Vail Resorts failed to use itanother preventable failure that delayed my awareness of the charge.
  
  
  Because of Vail Resorts negligence and system error, I was not given a fair opportunity to submit my refund request within the required timeframe. This delay was not my faultit was the result of your companys failure to maintain accurate records and communicate properly with your customer.
  
  
  To be absolutely clear:
  
  I never used the pass.
  
  The charge was not visible in my account.
  
  Emails were sent to an outdated address I had already updated.
  
  My relocation was a valid qualifying event under Epic Coverage.
  
  I submitted my refund request as soon as I discovered the situation.
  
  
  
  This is not a dispute over whether I qualified. I clearly did. This is about your companys failure to notify me properly and maintain accurate account information, which directly caused me to miss the refund deadline.
  
  
  I am again respectfully requesting a full refund of $933 for an unused pass. I ask that Vail Resorts take responsibility for the errors that led to this situation and resolve this fairly.
  
  
  Sincerely,
  ******* ********
  
   

• Initial Complaint

  Date:05/09/2025

  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 had a severe ankle injury last year and was unable to attend any type of activities. I wasn't expecting this injury to be so severe, so I didn't file a refund request when I had this injury. But this injury has been keeping me away from any type of sports until this year. However, when I tried to file a refund with them, I got rejected even though I provided a complete health report supporting my health situation and signed by the doctor. This is really not tolerable, as I missed the complete season and have not used the pass even once, and the Epic Pass is providing a refund over illness or injury. I need a full refund for this.

  Business Response

  Date: 05/23/2025

  Hello, *** ****,
  

  We have received your complaint regarding your refund request for the 24/25 Epic pass that you were unable to use due to a chronic ankle injury. You hoped that your recovery would be quicker and that you would be able to use your pass. You waited to submit your request until later in the season. Regrettably, because you waited to submit your request, it was denied due to untimely submission.
  

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

  Although Vail Resorts absolutely understand that you hoped to find another time to use your pass which is why you waited to submit a refund request, 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 Coverage. As 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 familys passes, 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 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 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 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,
  ******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23307248
  
  I am rejecting this response because:

  As I have explained, the consequences of the injury was unpredictable and there is no possibility to submit the refund at that time. This rule of injury protection is non-sense and it's not really providing any ease to customer. This behavior is significantly affecting the trust to your business and correct actions should be taken immediately.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/08/2025

  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 Passes for my family for the ********* season. My daughter fractured her collar bone so we were not able to make our trip. In February. Because the passes were good for the season I tried to my best ability to reschedule the trip but could not. I asked for a credit toward purchasing the passes for next year so we could reschedule our trip but I received a ridiculous response that had to submit my claim within 30 days. What doesnt make sense is that the passes were good for the season and I tried to use the passes but couldnt. The passes were over $1,000 and there were no services rendered by Vail Resorts and they are hiding behind a ridiculous refund policy. No cancellation penaltyjust keeping my money and providing zero service. It is rediculous. Wondering if anyone else out there had the same problem. Would love to retain counsel for a class action.

  Business Response

  Date: 05/23/2025

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

  We have received your complaint regarding your refund request for the 24/25 Epic passes that you purchased for your family.Regrettably your daughter sustained an injury which prevented your family from making their first planned trip of the season. You hoped that she would heal allowing you to make other plans but that did not happen. Upon submitting your refund request with Epic Coverage you were told that the request was not submitted within the required time frame and therefore it was denied.
  

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

  Although Vail Resorts absolutely understand that you intended to find another time to use your passes which is why you waited to submit a refund request, 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 Coverage. As 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 familys passes, 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 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 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 and procedures. 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,
  ******