Vail Resorts Management Company

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,
*** ***
The business has reimbursed me for the difference in price

We have reached out to this guest directlyThis issue is resolved

Good Morning,I am very sorry to hear that Mr*** will not be able to use his pass this seasonI also very much understand the request about his pass and the refund.We have reviewed Mr***’s account and are unable to refund, or cancel, the 2017/season passThe auto renew program is set
up to provide our guests with the most convenient method of purchasing a pass at the lowest possible cost with the best benefitsThe 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 this pass was not until September 6, This is the second season Mr*** has been in the auto renew program.The 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 guest, I think it’s critical for us to treat all our guests equally and fairlyMr***’s pass is active and available for use all seasonThank you Tell us why here

Complaint: ***
I am rejecting this response because:When will my prepayments be refunded and the reoccurring charge be cancelled? Very upset this is how you're wasting a customers timeI asked for this to be done months ago, not sure what you think I've agreed to, I have these e-mails that have been ignored and my calls have been ignored as wellI want my refund for these charges I have no authorized and my cancellation confirmed for this reoccurring chargeWill not accept anything less than what I rightfully deserveHave contacted my credit card company to have these charges reversed and have cancelled the card so you will not be getting anymore money from meThe quicker you take care of me the quicker you have a chance to keep a customer and have my not continue to let others know about the abuse I've been given from your companyI hope I make myself clearI can't believe I had to go to these lengths to be treated with common courtesy for a consumerWill be making a blog post about this and a rip off report if these actions I've requested are not completedVery upset with Vail Resorts and how they've treated me! I will never forget!
Sincerely,
Joshua Davis

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
I would like to thank Mr*** *** of Vail Resorts for addressing my concerns in a professional and customer centered manner. His approach was reasonable, both with respect to the client and his business. I am pleased with the result and the service received and would like to cancel this claim.
Sincerely,
*** ***

The initial $49 payment program is a guarantee to lock in the price for a pass. It is also a commitment by the customer that they will purchase the pass and are only opting to defer the final payment since the season is still months away. Once this payment is made, the pass cannot be cancelled and...

all employees fully understand this program. 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 $49 in the spring.  But, we don’t view it as an “option”.  As you 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 $49 of the total price of the Season Pass product purchased upon execution of this application. BY PUTTING $49 DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2015/2016 SEASON. I UNDERSTAND THIS $49 PAYMENT IS NON-REFUNDABLE. I agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchased. The remaining balance will be automatically charged to my credit card on or around September 15, 2015. Once the $49 initial payment has been made, the $49 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 2015/2016 ski season, the remaining amount due will be reduced by the amount of the total price lowered. I agree to provide a valid email address for the express purpose of receiving communications regarding this transaction. I understand this is the only manner by which I will receive such communications.You mentioned that you discussed the international resorts in April. We did not have any information available on any resorts outside of the US at that time. We have since posted the access you will have internationally on the below link: [redacted]Thanks

The initial $49 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 $49 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 $49 of the total price of the Season Pass product purchased upon execution of this application. BY PUTTING $49 DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2015/2016 SEASON. I UNDERSTAND THIS $49 PAYMENT IS NON-REFUNDABLE. I agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchased. The remaining balance will be automatically charged to my credit card on or around September 15, 2015. Once the $49 initial payment has been made, the $49 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 2015/2016 ski season, the remaining amount due will be reduced by the amount of the total price lowered. I agree to provide a valid email address for the express purpose of receiving communications regarding this transaction. I 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.

Initial Business Response /* (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 skiing. Around the...

world- many people feel that or collection of passes offers the absolute best skiing for the lowest prices in the industry. However 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 insurance. Given 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 season. In 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 guests. But, I hope you can understand that making an exception for you, would not be dealing straight with all of our other pass holders.
The 3 Epic Local Passes that were purchased were all used after the December 17th, 2014 date where they lost custody of their foster daughter. This combined with the decision that was made to forego the insurance leaves us in a position where we cannot refund the pass.

We understand that you are rejecting this response. We are unable to return passes for any reason unless a customer decides to include insurance with their purchase. Unfortunately, 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

I completely understand the request. This is the 4th season that Mr. [redacted] has been in the auto renew program. 3 season of passes that were auto renewed have been used. The claim that he did not want any of these passes is not accurate and we are unable to cancel the 2017/18 pass at this time. I have removed auto renew for next season and he will not have a pass unless he purchases it moving forward. Thank you

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

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

Good morning,Beaver Creek Mountain, originally slated to open Wednesday, Nov. 23, has set a new opening day of Friday, Nov. 25. We’re excited for a great ski season, and we’ll continue our ongoing preparations to ensure the best conditions for our guests on opening day.  We are not able to lift...

the dates or upgrade a pass for free. We are able to upgrade at the price at the time of the original purchase or downgrade this guest’s pass, which was offered in person. I will make sure the in person and over the phones teams are aware of the options that have been made to this guest. Please call ###-###-#### to discuss further.Thank you

Complaint: [redacted]
I am rejecting this response because: the person I spoke with told me to wait for later for the actual list.  She did not tell me the actual mountains but listed what was provided in the pass.  It is not clear that anyone is buying a pass.  There is no clear indication unless you click on a small link at the bottom of the page for deposit information.  Even purchasing it on line does not make this clear.  Please refund me my money.  I am giving the mountain enough time in advance to note that I do not want this pass.  Not only was I misinformed by the employee, but the website does not make it clear.  Whenever anyone purchases tickets for shows or airline tickets, it makes it clear - there are confirmation pages that note what the charge is for.  The promotional materials also do not note that I'm basically purchasing a 800 dollar pass.  Otherwise, what is the benefit of waiting seven months - who would ever, especially me living in Brooklyn, NY.   I reject the business's response and request that my money be refunded.  Even a courtesy refund - trust me that I will not purchase anything from Vail again given this experience so they will not need to worry about me having this issue again. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
We have an insurance policy that covers the unexpected, even pre-season. [redacted] is now covered and has my direct contact information in case he needs any further assistance.

Notice how they do not go in to further detail. They know closing it early on Friday for no reason was a mistake.  They have ignored everything I said. They refused to respond the day of amd refusing patrols to look twice. Once 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 now. Please respond to the event amd tell me what has been done to the rude taunting employees. Saying it is a private matter is a lazy way to do nothing. This 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 down. The hate is real.It them five days plus for that simple.rhetoric response. The public will wonder why. This pass is oversold and greeded out. Ski 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 happen. This sime ignorant response to nothing I said should show the public enough.

Initial Business Response /* (1000, 5, 2015/09/21) */
I am working directly with this guest and will move him form the full Epic to the Epic Local today.

Initial Business Response /* (1000, 5, 2015/09/15) */
Thank you for contacting us regarding this guest's 2015/16 season passes. I've included the agreement that we both entered into at the time of the initial $49 purchase below.
I agree to pay $49 of the total price of the Season Pass product...

purchased upon execution of this application. BY PUTTING $49 DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2015/2016 SEASON. I UNDERSTAND THIS $49 PAYMENT IS NON-REFUNDABLE. I agree the credit card provided will be authorized for the remaining amount of the Season Pass product purchased. The remaining balance will be automatically charged to my credit card on or around September 15, 2015. Once the $49 initial payment has been made, the $49 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 2015/2016 ski season, the remaining amount due will be reduced by the amount of the total price lowered. I agree to provide a valid email address for the express purpose of receiving communications regarding this transaction. I understand this is the only manner by which I will receive such communications.
Anytime a guests purchases a pass using the $49 initial payment, they are agreeing to make the final payment for that pass.

Good Morning,We understand the complaint filed that the area in questions was not roped off. However, there were many signs directing guests to avoid the area. Our guest's safety is a top priority for us. I 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 2 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 4 weeks pass suspension (all access) and safety class.We will continue to improve the experience and safety for all of our guests.Thank you

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]