Vail Resorts Management Company

Complaint: ***
I am rejecting this response because:I've already attempted to resolve it with mountain safetyI went immediately with mountain safety the same dayI've spoken to *** right after the incidentThen *** and *** over the next few daysEach one is claiming that they are unable to do anything about itHence me filing the complaint here.It would not have been as complex of an issue if it was a single dayHowever, because I am a season pass holder you lock me out of mountains in ***As I stated with the *** and ***Also the behavior your are ensuring is not cooperation, but avoidance from the safety patrolThat's not good for anyone involvedThis has been my only experience ever with your safety patrol or working through the system.So at this point I'm guessing we are at a stalemate.
Sincerely,
*** ***

Complaint: ***
Well that's certainly not true, and honestly completely beside the point (great dodge of the issue at hand though)Please tell me, where in MY account I could have seen this? Where could I have canceled my subscription or *seen* that I was subscribed? Why did I have to go through Revdex.com, submit a complaint, go back forth with a representative (who STILL has not shown anything proving I had even subscribed in the first place *other than their word*), and now finally only they have the power to take me out of the program? I believe this information is purposely obscured so you don't know what you're in for until it's too late.
Sincerely,
*** ***

Hello,There are another two emails not included in the complaint: one to Mr*** offering an apology and a credit and one from Mr*** to JoshThese emails were sent on Tuesday, February 20thWe are waiting for direction on how to proceed from Mr*** and are here to help with this
situation.Thank you

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

Complaint: ***
I am rejecting this response because:The Company's representative states that not refunding passes allows them to keep the prices low; furthermore he states that they offer insurance through a third party to cover for this situations and that it would call into question why a lot of their other guests purchase the insurance should they decide to refund me directly.The issue I have with this is that this industry created a whole separate business with this insurance deal stating that by it lowers the prices of the passesIn reality, it ends up as pure profits from them in detriment to the final user or "guest" as they refer to usI can understand insurance to cover you in the middle of your stay due to an accident skiing or inclement weather or lack of snow, but an insurance to let you return a product that you haven't even use, where the issuing Company have not incur in any costs?There's only one victim here and that's the Customer
Sincerely,
*** ***

*** *** may have recently purchased the bike, but it is not newWe have photos of the bike and the damage is in areas, and they do not appear relatedThis case was investigated by multiple departments after it was reported many days after *** *** was in VailWe do not believe the
damage was caused by the resortThank you

We worked directly with Mr*** to resolve this situation.Thank you for the opportunity,***

Good Afternoon,There are a few issues in this complaint and I will do my best to address them all herePlease know that I have removed this guest and his wife from the Auto Renew program for all future years.I would be happy to review the email *** *** referenced that we ignoredI can
confirm that he called us on 4/22/to provide us with a correct credit card number for the purchase of their passes and agreed to purchase both passesThe only other communication we received from this guest was today, 6/21/2016.The agreement we both entered into once the card number was updated and charged is as follows: 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 2016/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.* In the event the total price of the Season Pass product is lowered prior to the start of the 2016/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 communicationsI will contact *** *** today to discuss in more detail.Thank you

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

Good Morning,I was able to follow the steps that were taken when purchasing the passes for this 2017/season and have refunded the $to the card used in the purchase of the pass for ***. Thank you,Rick

We will refund the additional $back to the card used in the original purchase today. Thank you

This issue is being worked directly with Ms*** and our response has been submitted in our original reply to the Revdex.com

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

Complaint: ***
I am rejecting this response because: I was told by an agent of the business that the lines would be less than minutes at all timesThe lines were upwards of minutesThe business has not offered anything at all to me to fix this matter.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAnd thank you very much to the Revdex.com for playing a very key role in the resolution. It would not have happened without your organization
Sincerely,
*** ***

Good morning,We are very sorry for the delay in opening and this guest's pass has been downgraded, which is one of the options he suggested.Thank you,***

*** ***, Could you please send me the emails that were ignored so I may review them? I would be more than happy to take a look at all of the information you haveI very much value your loyalty as a guest and appreciate your willingness to provide this feedback 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 transferred 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 the insurance, specifically to get them a refund if a medical or other issue arises in their life My challenge in having the company allow you to cancel 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 or deferments 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 the 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 transfer, you need to buy insurance- something a substantial number of folks have done

Initial Business Response /* (1000, 6, 2015/12/04) */
Ms***'s husband did sign her up to have her pass auto renewed for the 2015/ski seasonWe communicated to Ms*** (at the time Ms*** and her husband in March of letting her know that we would auto renew her pass at her, or her
husband's requestWe did not receive a reply letting us know to change anything so we renewed both of their passes using an initial $payment on his credit card that he provided usWhen we tried to collect the final payment in September 2015, using his card, the amount was declinedWe have communicated with both guests that there is an outstanding amount owed and to please contact us
We sent the email to both guests and he is the one responsible for paymentThey have both been removed from Auto Renew and could possibly receive one final communication from us regarding this matter
I am available at XXX-XXX-XXXX with any additional questions

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

We take skier safety very seriously at all of our resortsThis situation has been reviewed with Mr*** and the decision is finalWe have offered to connect through a phone call to discuss in more detail and Mr*** has declinedWe welcome the opportunity to discuss further if needed
Thanks