Tag: customer service

“Epic passes not received. Epic coverage is a scam”

Spent $1800 in April for Epic Passes. They supposedly shipped to an address that was not even in my account, tried to charge me for a reshipment of the passes the erroneously shipped to the wrong address, and have still not shipped out the passes after finally putting in the reshipment order. Customer service is quick to say “I’m sorry” and then wring their hands as they give you phone numbers that just hangup on you or general email inboxes for you to vent your frustration to the ether. Any lawyers out there because this is sounding like a great class action brewing.

David R via Tripadvisor

Epic pass is a total scam.
I’ve been promised mine is arriving for several weeks.
I want to use a partner benefit in France and have been told via online chat (Impossible to find 99% of the time) that I just need proof of purchase.
I’ve found three different links to what you have to do.
1. proof of active pass and ID
2. Actual pass and ID
3. You must register your visit on the Three Valleys site 10 days before.

Well, I don’t have a pass to show and have no idea how you register your visit on the Trois Vallees site – No details given.

M1A via Tripadvisor

Epic coverage is a scam. They make it as difficult as possible. Claims are handled through sedgwick so they can avoid providing basic customer service. Once you are denied Epic and sedgwick will provide no support. They are just waiting you out until the pass’s epic coverage is expired. For reference my pass was never used.

Ty7188 via Tripadvisor

The customer experience is a horror show….took me 50 minutes to order 3 4 day passes for adults….horrific, and pathetic. I don’t care about the mountain, the snow, whatever, the customer service experience is the worst, and gets worse every year…..I choose to go elsewhere

Paul B via Tripadvisor

“Why get a pass if you still have to stand in the long lines at the resort with everyone else”

Similar to others, the passes never come. Impossible to get any help. Prices change on whims. You have to call to stop the auto-renew and that can be a huge hassle. The customer service is far from stellar. If you love to ski/board at their resorts and know exactly what you want it may work for you, but if you are doing it for the first time or wanting to try it out, spend the time to make sure you know what you want/need and see if it’s worth it. They are little to no help and they seem not to care much about your experience.

Michael B via BBB.org

Do not expect to get your ski pass in the mail, ever. I ordered mine 15 business days ago and it still has not shipped. I spent an hour on the phone with customer service, and they said they did not know why it had not shipped and could not say when it would. Kept referencing that it should have arrived in ** business days and that there may have been shipping vendor delays

Rachel R via BBB.org

I order passes previous years but this year is crazy. Ordered passes 16 Nov and 5 Jan still nothing. ** * and they just tell you we will mail them. Can’t say when or anything. I ordered 2 months in advance so I don’t have to stand in lines but looks like I will be. I emailed them several times and no reply. Logged on line nothing. No one can tell you anything just we will mail them. Might be last time using them. The customer services call center is completely incompetent. confirmed the names and shipping address multiple times with the agent and STILL Nothing almost 2 months later. I agree Why get a pass if you still have to stand in the long lines at the resort with everyone else?

Richard H via BBB.org

If you happen to get your passes when you order them, then you will be happy. If there is a problem in getting your passes (paid in full of course), then the true agony begins. We ordered passes in October and 10 weeks later we still do not have them. I spoke with support services twice, sent multiple emails to **** resorts and had a live chat. One of our two passes was sent to the wrong address twice and the other one was never sent. The support services call center is completely incompetent. I could not reach anyone who was fluent in English. I confirmed the names and shipping address multiple times with the agent and STILL the wrong number of passes were sent to the wrong address. Why get a pass if you still have to stand in the long lines at the resort with everyone else? No compensation for this major inconvenience was ever offered.

Lynne M via BBB.org

The online ordering process is terrible. After you provide all the information including credit card information you get an error message telling you to call the 800 number… You call and have to wait a long time to be assisted over a terrible call quality line. I could barely understand half what the guy was saying.Over the phone I was told to create an account online (which I tried unsuccessfully). They completed my order over the phone but I could only get the passes mailed to me if I created an account online and sent pictures of the whole family.I tried to create an account after the attendant instructed me to do so and got an error again… It said I already had one and should reset my password. The link to reset was never received. Then after some time my wife (different email address) got an email with the link. She tried to reset the password but got an error and instructions to call the 800 number (again…). Summary: terrible customer service and I’ll need to wait in line at the resort to retrieve my passes on site…

Fernando C via BBB.org

Source: BBB.org