Natalie G Kam

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Verified Reviewer
| map-marker Broomfield, Colorado

Vail sent my emails to the wrong person and won't refund next season's pass...

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My boyfriend purchased me a season pass for my birthday last year, as I work in education and haven't been able to afford a pass for years. He mistakenly enrolled me in auto-renew.

Because I'm still registered under my family's account (no way to change this online, I've tried), all my email notifications were going to my dad's old AOL email, but I didn't know this, and I did not receive any of the auto-renew reminders. I missed the deadline to cancel auto-renew. I called customer service and both the representative and the corporate person they forwarded me to said I missed the deadline and there was no way to process a refund. The corporate individual I spoke to told me if I'd called the day after the charge, they would have been able to help me.

My dad did not receive the auto-renew email until two days after the deadline, and I called one week later. They told me it was impossible that I hadn't known about the auto-renew, that I'd had months to turn it off, and that I should have paid better attention.

It was the worst customer service experience I've ever had in my life, and I'm going to have to use the money I'm saving for Christmas presents to pay for a ski pass I won't use enough to pay off... because I can't afford the gas and parking with my *** salary.

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Loss:
$750
Pros:
  • Good skiing
Cons:
  • Long lift lines
  • Expensive everything
  • Horrible customer service

Preferred solution: Full refund

User's recommendation: Buy the Ikon Pass

Lessie Whm
map-marker Sacramento, California

I have had a pass at Heavenly for years and this season customer service- condition of ski area has been really bad.

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Either there is wind hold on Dipper and Comet chairs or they are digging out. Whatever the case the Nevada access is severely limited. With such limitations one would think that more grooming on the lower mountain would be groomed better. North bowl has not been groomed in a month. The Olympic Downhill run had, March 16, 17, been groomed so poorly that it was dangerous. I am fed up with the lack of attention being paid to the skiing customer. I am not going to renew my pass ad many of my friends are looking for other options in Ski Areas next winter. It is too bad!
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User's recommendation: Ski somewhere else!

Rodrigo d Gho

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Verified Buyer
|

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Verified Reviewer
| map-marker South Lake Tahoe, California

Not refunding unused tickets

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Vail Resorts - Not refunding unused tickets
Vail has the worst customer service EVER. I purchased a day lift ticket, that has astronomical prices this season, and couldn't use because of a snow storm in Tahoe. I tried to call the phone number multiple times and no one picks up. When someone answered, they said the refund for an unused lift ticket cannot be processed. The policy says clearly that unused tickets can be refunded. They are cheating customers.
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Loss:
$199
Cons:
  • Terrible customer service

Preferred solution: Full refund

User's recommendation: Don't go there

Christian I

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Verified Reviewer
| map-marker Broomfield, Colorado

Travel Insurance Scam

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I purchased a season pass from Vail Resorts (as I have for many years) for the 20/21 season. The pass came with insurance. In December, I filed for a refund based on the policies expressed statement that quarantine due to COVID-19 was covered. I waited 2 months for a response, and they denied my claim, stating it was a pre-existing condition. I filed an appeal and heard nothing back from them. Furthermore, I called, and they eventually denied the appeal. Moreover, I filed a complaint with the Better Business Bureau, they denied the claim again. This company is a SCAM. They use a shill company to deny the claims. Management company to deny the claims
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Loss:
$537
Pros:
  • Great ski areas
Cons:
  • Scam insurance and shill insurance management
  • Poor customer service

Preferred solution: Full refund

User's recommendation: Just beware - if you try to use the "insurance" you will not be covered.

Tom S Cbd

No adjustments for epic pass

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Purchased epic pass. All of Vail resorts closed due to corona virus. Unable to use the pass anywhere to bad. Had not used the pass yet this season. Heard from acm the insurance carrier said no refund or concessions. Said should have bought the insurance. . Was not looking for a full refund, would've appreciated a few days of skiing next season on the now worthless pass. Will think twice about skiing at vail properties. There are many other resorts. Not 100% sure the insurance wouldve made a difference.
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Loss:
$600

Preferred solution: Price reduction

User's recommendation: O read the fine print

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