Vail Resorts Management Company

We understand that you are rejecting this responseWe are unable to return passes for any reason unless a customer decides to include insurance with their purchaseUnfortunately, in this case the decision was made to remove insurance from the purchase and therefore, we are unable to refund or cancel the pass.Thank you

Mr***’s refund was processed today and we were able to connect over the phone to let him knowThis issue is resolved

The initial $payment program is different than our auto-renew program, which can be cancelled up until the initial payment is processed in early March.When we sell passes in the spring, our view is that we are really selling the full pass That’s why the price is lower and it comes with many more benefits than if you buy in the fall Since folks don’t use it until the next winter, we allow people to only pay $in the spring But, we don’t view it as an “option” As you probably know, we do sell pass insurance to cover the cost of the pass if the pass holder has certain unforeseen events come up But, without the insurance, we do expect people to follow through with their purchase in the fall While I would like to make exceptions for guests who ask- our approach has been that’s not fair to everyone else- who may not realize we make exceptions I know this is probably not the answer you wanted to hear, but I hope you at least understand our approach.The agreement that is available for all guests is below:I agree to pay $of the total price of the Season Pass product purchased upon execution of this applicationBY PUTTING $DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2015/SEASONI UNDERSTAND THIS $PAYMENT IS NON-REFUNDABLEI agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchasedThe remaining balance will be automatically charged to my credit card on or around September 15, Once the $initial payment has been made, the $initial payment cannot be cancelled or refunded, nor can the pass purchase be cancelled or refunded[redacted] In the event the total price of the Season Pass product is lowered prior to the start of the 2015/ski season, the remaining amount due will be reduced by the amount of the total price loweredI agree to provide a valid email address for the express purpose of receiving communications regarding this transactionI understand this is the only manner by which I will receive such communications.Thanks and sorry you did not receive a reply to your email

Good Morning, This program has been discontinued and will not be available for the 2016/ski season.I am sorry for the delay in response to your post on [redacted] I am looking into this now.Thank you

I completely understand the requestThis is the 4th season that Mr [redacted] has been in the auto renew programseason of passes that were auto renewed have been usedThe claim that he did not want any of these passes is not accurate and we are unable to cancel the 2017/pass at this timeI have removed auto renew for next season and he will not have a pass unless he purchases it moving forwardThank you

Good Morning,We understand the complaint filed that the area in questions was not roped offHowever, there were many signs directing guests to avoid the areaOur guest's safety is a top priority for usI have detailed the information below and also have photos showing the access point to this beginner area.· The closed sign at the top of Deacon seat is 10ft by 3ft.· There are Signs starting at the Summit directing traffic off of schoolmarm and down to Peru Express · There are hard signs mounted to the gate entries in the summit area that say this as well· We have yellow signs, as well as the hard signs at the entrance to both of these runs that direct traffic away from these runs· Above and below the entrance, we have large yellow signs · I would be happy to provide photos of what the closure looked like at this time.· Our current trail map, has been updated to show that this area is closed and we also have a note on the map that in order to access the terrain park you must take Peru Express.· For Closed terrain safety violations, the first offense is weeks pass suspension (all access) and safety class.We will continue to improve the experience and safety for all of our guests.Thank you

We advertise and post that the cost could change at any time as well as that we guarantee the best cost if you purchase at least days in advanceThe below statement is copied from http://www.snow.com/planavacation/lifttickets.aspx#/IntroBuy early for the best rates for your ski vacationAs always, we guarantee the lowest prices when you purchase your lift tickets online days in advance!We will reach out to this guest directly to discuss this in more detail

Notice how they do not go in to further detailThey know closing it early on Friday for no reason was a mistake They have ignored everything I saidThey refused to respond the day of amd refusing patrols to look twiceOnce on the mountain and once on the phone They had no injuries at the top The told me it was black and white and the phone call excuse is exactly what they said nowPlease respond to the event amd tell me what has been done to the rude taunting employeesSaying it is a private matter is a lazy way to do nothingThis involves me and I deserve to know The public need to know about the safety patrol dictatorship and fabrications Telling me go down its fine because they know they're close it early to taking my pass after baiting me downThe hate is real.It them five days plus for that simple.rhetoric responseThe public will wonder whyThis pass is oversold and greeded outSki patrol safety excuse at [redacted] are pathetic They act like it's [redacted] They wanted to go home ten min early anf ruin my day along with others up there Some liability needs to happenThis sime ignorant response to nothing I said should show the public enough

A full refund has been issued to Ms [redacted] It is our understanding that this is resolved.Thank you

Good Morning, I have reviewed the information provided and I need to discuss this in more detail with Ms [redacted] The number provided here is a fax number and I have called and left messages on the number that was provided during the pass purchasePlease call me at ###-###-#### in order to discuss in more detail and resolve this situation.Thank you for the opportunity,***

Thanks very much for your comments First, I am very sorry to hear that you may not be able to make your trip this season Second, I very much value you as a guest and appreciate you taking the time to contact us I also very much understand your request about your pass The approach our Company has taken with season passes is that they are not refundable nor can they be cancelled This allows us to keep our pass prices as low as possible, which as I am sure you know are one of the best deals found anywhere in the ski industry However, because we know that issues can come up for guests, we offer insurance, managed by a third party The insurance is a relatively modest increment over the pass price, but we do offer it as a choice Almost 50% of our pass buyers purchase insurance, specifically to get them a refund if a situation or issue arises in their life My challenge in having the company refund your pass, even though you did not buy insurance, is it would call into question why all these other guests bought insurance at all- if the Company provides refunds anyway So, while I would like to make an exception for you, it is not really the right thing to do for all these other guests who did buy insurance And while I would hate to lose you as a guest, I think it’s critical for us to treat all our guests equally and fairly, which means sticking to our policy that to get a refund or cancellation, you need to buy insurance- something a substantial number of folks have done I am sure this is not the answer you wanted to hear I hope you can understand that we offer everyone the same choice on insurance and need to follow through with each guest based on their choice I certainly hope you will be able to make your trip this yearThank you for the opportunity,***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ This situation is one that weighed heavy on everyone who reviewed the case and it would have been covered by insurance if the insurance had been purchased Our season passes offer one of the best value found anywhere in skiingAround the world- many people feel that or collection of passes offers the absolute best skiing for the lowest prices in the industryHowever there are two key conditions that are attached to our passes - one is that they are not transferable and the other is that we don't offer refunds or credits, unless you purchase insurance Everybody who buys one of our passes must specifically decline to purchase insuranceGiven that it's only $20, most people buy the insurance to protect them in the event of a life change If we provided a credit, that would jeopardize our fair business dealings with the hundreds of thousands of people who also bought season passes (and insurance) with the expectation that without insurance the passes cannot be rolled over to the next seasonIn this kind of situation, I feel it's better for us to treat all of our guests the same way and fairly, by sticking to the provisions of our program I really am sorry that you may feel differently and absolutely don't want to lose you and your family as our guestsBut, I hope you can understand that making an exception for you, would not be dealing straight with all of our other pass holders The Epic Local Passes that were purchased were all used after the December 17th, date where they lost custody of their foster daughterThis combined with the decision that was made to forego the insurance leaves us in a position where we cannot refund the pass

Good Morning, We offer the lowest cost and best benefits when guests purchase earlyThe benefits include Buddy tickets, which are not offered on every pass including the Epic Day since it is such a deeply discounted passWe will review the online message as requested and make adjustments if neededThank you

Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ I will work directly with this guestWe have no record of this transactionI sent the below email directly to this guest: Good afternoon Mr [redacted] , Could you please provide me with a number and time where I can reach you? We have no record of a reservation or a time share owned by your father or anyone with your last nameI would love to have the opportunity to assist and only need more information before I can do so Thank you for the opportunity, ***

Good Morning, I am very sorry to hear that [redacted] and [redacted] will not be able to use their passes this seasonI also very much understand your request about your children’s passesWe have reviewed your accounts and are unable to refund, or cancel, the passes for the following reasonsThe auto renew program is set up to provide you with the most convenient method of purchasing a pass at the lowest possible cost with the best benefitsAs you saw, the agreement is very clear and any cancellations must be made prior to the initial $payment: If you later decide that auto renewal isn’t for you, then you may cancel through our call center without penalty, prior to the charge of your $initial paymentThe initial charge was made on 3/21/and the first call we received asking to cancel these passes was not until late May, over two months after the initial paymentWe sent a reminder email on March 7, to [redacted] and the email was successfully delivered [redacted] outlined the initial payment program in her complaint and the agreement she made with Vail is belowBY PUTTING $DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2017/SEASONI UNDERSTAND THIS $PAYMENT IS NON-REFUNDABLEI agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchasedThe remaining balance will be automatically charged to my credit card on or around September 15, Once the $initial payment has been made, the $initial payment cannot be cancelled or refunded, nor can the pass purchase be cancelled or refundedIn the event the total price of the Season Pass product is lowered prior to the start of the 2017/ski season, the remaining amount due will be reduced by the amount of the total price loweredI agree to provide a valid email address for the express purpose of receiving communications regarding this transactionI understand this is the only manner by which I will receive such communicationsThe approach we have taken with season passes is that they are not refundable nor can they be cancelled This allows us to keep our pass prices as low as possible, which as I am sure you know are one of the best deals found anywhere in the ski industry While I would like to make an exception for you, it is not really the right thing to do for all of our guests And while I would hate to lose this family as guests, I think it’s critical for us to treat all our guests equally and fairlyWe welcome the opportunity to work with [redacted] to find a solution so long as we can work within the guidelines of the pass insurance program, outlined on [redacted] Please call us at [redacted] to discuss in more detail

Good Afternoon,I would love to have the opportunity to work on resolving this issueIt seems that there has been communication and I feel that it would be best served to work directly with this guestMy direct number is ###-###-#### and I will call this guest today.Thank you, [redacted]

Good Afternoon,We understand that there were lines at this time in Whistler BlackcombThe day product that Ms*** purchased was used for all days that were includedThere were full days of skiing that were completed during their stay and we are unable to refund any portion of this
product. Thank you,Rick

Complaint: ***
I am rejecting this response because: the message is non-responsive. The message does not address the deceptive business practice or whether or not I can expect a refund of the charge. I did not authorize the business to charge my account and it did that even though I requested that I not be charged. Having terms hidden in an eight font hyperlink is the equivalent of slippiadditional terms without informing the potential customer. I signed no documents, did not agree to a contract for purchasing an Epic Pass and Vail Resorts' draconian policy to its deceptive marketing practices is truly beyond the pale here. I request that Vail Resorts provide a refund to me expeditiously.
Sincerely,
*** ***

I spoke with Mr*** today and verified his travel detailsHis travel dates were inside his ticket dates so he was entitled to a refund. This has been resolved.Thank you