Vail Resorts Management Company

Mr. [redacted]’s refund was processed today and we were able to connect over the phone to let him know. This issue is resolved.

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]

Good Morning,We received the attached email dated Thursday, January 16, 2018. We reviewed the email and called Mr. [redacted] at [redacted] but there was no answer. We were hoping to discuss this situation in more detail. Josh H[redacted] is working on this request and can be reached at 303-504-5806.We...

are always looking to live by our value of Do Right and must take into account all of our guests. We will review this situation and work directly with the guest. Please let me know if there is a better number to call to discuss this in more detail.Thank you

I cannot speak to the statements that you mention between other people. I can only speak to this specific situation. The area is properly marked and we are unable to reverse the decision and suspension. If you would like to discuss this further, [redacted] Safety will be the best point of contact as they are up to date on all conversations.Thank you

In March 2017 we auto renewed the season pass as [redacted] requested. We sent an email to [redacted] letting him know to call before the initial $49 payment was made to make any changes for the upcoming 2017/18 season. We then charged the card provided to us ending in [redacted], which was...

provided for this purchase. A confirmation email followed shortly after. We understand that [redacted] is now leaving the area and wishes to cancel his pass. Once the $49 initial payment is made the below agreement is in place for both Vail Resorts and the consumer. BY PUTTING $49 DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2017/2018 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, 2017. 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 2017/2018 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. We have removed [redacted] from the auto renew program and will not charge him for any future season passes. His pass is active and ready for use this season. I am sure this is not the answer he wanted to hear and I am sorry if this causes him to ski elsewhere in the future. I hope he 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 he will be back with us and use his pass this season.

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 purchase. Please call me at ###-###-#### in order to...

discuss in more detail and resolve this situation.Thank you for the opportunity,[redacted]

Good Morning, We offer the lowest cost and best benefits when guests purchase early. The benefits include Buddy tickets, which are not offered on every pass including the Epic 4 Day since it is such a deeply discounted pass. We will review the online message as requested and make adjustments if...

needed. Thank you

Complaint: [redacted]
I am rejecting this response because:
It is completely unreasonable and unethical. The ski pass has not been used, the resort is not open yet. There is no reason for vail to make me pay for something that will not be used. It was a simple mistake, all the nonsense I am hearing about policy is irrelevant. Issuing me a refund is so simple, Vail Resorts is citing policy to make excuses for unethical business practice. The purchased pass is BRAND NEW, never been used, and the resort is not even open yet for ski season. The reasons they cite for not issuing a refund are immoral and absolutely acinine. Respectfully,
Sincerely,
[redacted]

Good Morning, I am very sorry to hear that [redacted] and [redacted] will not be able to use their passes this season. I also very much understand your request about your children’s passes. We have reviewed your accounts and are unable to refund, or cancel, the passes for the following reasons. The 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 benefits. As you saw, the agreement is very clear and any cancellations must be made prior to the initial $49 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 $49 initial payment. The initial charge was made on 3/21/2017 and the first call we received asking to cancel these passes was not until late May, over two months after the initial payment. We sent a reminder email on March 7, 2017 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 below. BY PUTTING $49 DOWN I UNDERSTAND THAT I AM COMMITTING TO BUY THE PASS(ES) FOR THE 2017/2018 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, 2017. 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 2017/2018 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. 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 family as guests, I think it’s critical for us to treat all our guests equally and fairly. We 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 Morning, This program has been discontinued and will not be available for the 2016/17 ski season.I am sorry for the delay in response to your post on [redacted]. I am looking into this now.Thank you

Initial Business Response /* (1000, 5, 2015/09/09) */
[redacted] has purchased 3 passes over the last 3 seasons; all online, 2 using the $49 initial payment and 1 paid in full at the time of purchase. As you can see in the above agreement, the terms are available for a guest to see. We also have...

agents available by phone to answer any questions at any time during the purchase process.
The terms state the following: 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.
This commitment is made at the time of purchase and we as a company also agree to provide the season pass, at the initial price, for the guest for the following season.
[redacted] also chose to remove insurance, and agreed to a non-refundable pass for any reason. The text that is displayed anytime a guests removes insurance is as follows: If you do not accept pass insurance, you will not be eligible for a refund of any kind and understand that passes are non-transferable nor for re-sale.
There is also a pop-up window that displays prior to checkout that confirms that the guests would like to purchase a non-refundable pass for any reason. It states: You have declined Pass Insurance! By declining Pass Insurance, you will not be eligible for a refund of any kind and understand that passes are non-transferable nor for re-sale. To change this election please click modify, otherwise click continue.
The agreement is available for the guest to review during checkout in the spring. We offer an initial payment and the guest agrees to pay in full in the fall. The information provided by [redacted] is correct.

Initial Business Response /* (1000, 6, 2015/11/03) */
I will work directly with this guest. We have no record of this transaction. I 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 name. I would love to have the opportunity to assist and only need more information before I can do so.
Thank you for the opportunity,
[redacted]

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]

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 7 days in advance. The below statement is copied from http://www.snow.com/planavacation/lifttickets.aspx#/IntroBuy early for the best rates for your ski vacation. As...

always, we guarantee the lowest prices when you purchase your lift tickets online 7 days in advance!We will reach out to this guest directly to discuss this in more detail.

I have forwarded this concern to accounting and Ms. [redacted] will receive a call today. We will provide an explanation ASAP. Please call me directly at [redacted] if you need to reach your sales person or anyone else at Vail Resorts.Thank you

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 year. Thank you for the opportunity,[redacted]

Complaint: [redacted]
I am rejecting this response because:1.  My first date of contact was on April 25, barely 30 days after the initial payment.  (Because an e-mail shows as being 'successfully delivered' does not guarantee it was received and read.)2.  The agreement listed in the response is not what I recall. If it was in the initial 'reminder' e-mail, I do not have that in my box and did not read it.  So, that is not what I thought I agreed to when I signed up.  As stated in my original complaint, here is what I agreed to (to the best of my knowledge) as it is listed on the website (today) when you check the auto renew box.AUTO RENEW PROGRAM The Auto Renew Program guarantees the lowest price on your season pass with only $49 Down, which is charged every Spring*. Your $49 initial payment (charged on or around March 15th) and your remaining fall balance (charged on or around September 15th) will be charged automatically every year. Pass holders will be notified via a pre-billing reminder email, prior to each charge taking place. You must have a valid email address on file in order to receive email communication. Rest assured knowing that you’ve chosen the most convenient and hassle-free way to enjoy your season pass and all of its benefits. Your release of liability form now covers multiple years of season pass participation within the auto renewal program, not just the year of the initial season pass purchase. If your season pass product should changes, the auto renewal program will move you into the most comparable season pass product from your initial purchase.** 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 $49 initial payment. You may also enroll in auto renewal, at any time after your initial purchase, by calling the Season Pass Call Center at [redacted]. As stated in my original complaint, a $49 down indicates a down payment.  The 'cancel without penalty' would imply that you could cancel after that time for a penalty.  It is a reasonable assumption that the penalty would be the $49 down.  I have found several similar complaints on the internet.  Again, I do not believe that your policy meets the fair and reasonable test.  As a minimum, it is misleading.  The fact that you have two different wordings for the same agreement, one when you check the box, and another more strongly worded one in a 'reminder' e-mail supports my argument.   I recommend that you change your policy for the auto renew.  As a minimum, change your website to list the stronger, more clearly worded statement provided in the response to my complaint.  Change the payment dates.  Or make it a larger down payment, and give customers and option to opt out before the final payment is due with a loss of the down payment.  Or, you could have monthly payments of $100 for about 6 months, and if you cancel before the final payment you lose however much money has been paid to date.  There are so many ways you could modify this program that would benefit consumers...  I am also pursuing other means of dispute, and raising awareness of this practice.
Sincerely,
[redacted]

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]