Resorts, what should be a proud company, is just a scam business committing fraud. When I purchased online a 4-pack pass for my 17-year old daughter last year, they claim I clicked on auto-renew for the upcoming year. I did not intend on auto-renew and it is impossible to get out of auto-renew. They automatically charged my credit card and my daughter does not intend on skiing this year so we are paying them without receiving any benefit. I think that is their scam. Bump up their revenue from people that will not be visiting their resorts and adding to their long lines. Resorts refused to refund my money. They directed me to their insurance process for a qualifying loss, which is impossible to meet the document requirements because there are a very narrow set of circumstances in which to get a refund. I filed a complaint with the AG directed me to file a complaint here. I likely will not receive my money returned but I will NEVER visit another resort or shop at EPIC Sports, owned by Resorts. I have likely spent over $2000 there in the last two years. Never again and I will tell everyone I know what a fraudulent operation Resorts has become. Resorts, I hope you are proud. Now, I just want as many people as possible to know the truth. Read the entry below from 9/23 and 10/9. They have no remorse, just their shoddy explanation of claiming “we sent you an email”. The employees should be embarrassed to work for such a fraudulent company. Be aware.
Connie B via BBB.org
Tag: refund
“EPIC waste of $400”
I ordered a Stevens Select Pass and just learned that every weekend in January and February are blackout date. When I ordered the pass I knew it did not include Holidays but I specifically recall looking on the website to ensure the pass included weekends. Nowhere did it say the weekends were blacked out (or it was buried in the small print) I work during the week so this is an EPIC waste of $400. Vail thanks for screwing me over, again.
Will Bronaugh via Facebook
Do not honour season pass refunds. A consistent issue, well known by the ACCC and fair trading. They’ll take your money in a heart beat, but you’ll never hear from them when lodging a refund request (supported by the correct paperwork as dictated by their own T&Cs). No way to contact them aside from email; and as mentioned, good luck getting a response.
Nicholas C Kaye via Facebook
Another unhappy RIPPED OFF customer. Sold ski passes under the guise that because of the pandemic they could be refunded. Only to be denied over a year later because “we didn’t have refundable passes” someone needs to take accountability for the THEFT that vail resorts is getting away with.
Tyler Burkhart via Facebook.com
“Epic pass is a money-grabbing scam”
Vail resorts is the worst company running multiple ski resorts!! Absolutely horrible! They declined my request to cancel my auto renew and basically live to just steal money from people!!! I’m tempted to file a class action lawsuit but debating if it will be worth my time!! The lines are stupid long constantly… can be our skiing or snowboarding for a full day and only get max 2-3 actual runs in… it’s quicker to hike the mountain than actually ride the lifts!!! DONT WASTE YOUR TIME AND MONEY WITH AN EPIC PASS THIS YEAR!!!!
Daniel Ryan via Facebook.com
I just compared what I used to pay a few years ago for a specific ski resort before Vail took it over in 2020. Wow – didn’t realize what these guys are doing. The group has great resorts that we like a lot but will definitely be more conscious choosing where we travel to next time.
Michael Livi via Facebook.com
I purchased tickets in advance to Paoli Peaks, to find out the day of that 12 of the 15 slopes were closed (only 3 open). I called over 10 times to speak with someone about canceling my tickets, but no human would answer a phone. I had to drive 2 hrs to speak with someone at the ski lodge. When arriving, even though I pre-purchased tickets that all claimed to “save time– don’t wait in line,” there were no signs explaining where to go; I still had to wait in the ticket line to speak with someone, who then sent me to guest services in a completely different part of the building. I used the restroom on the way to find it disgusting and out-of-date with no paper towels or driers working to dry my hands. The guest services manager said that a machine wasn’t working to blow fresh snow, so they had to close 80% of the slopes, while still charging people full price and not answering the phones because they were too busy. I’ll choose Perfect North from here on out.
Eric Bivens via Facebook.com
Tried vailresorts epicpass this year. Their level of transparency was abysmal. Be sure to read the fine print before buying (if you can find it). No transfers, no refunds. You can upgrade, but it will cost you 200% of what you paid originally. 20% off on food/beverages? Only if it is a non-alcoholic beverage. They overpromise and don’t deliver
Russell Huffman via Facebook.com
Nothing surprising from this company and it’s low rating when they hire lying, purple-haired pigs to work in dispatch. The way your employee treats people coupled with your low rating explains it all.
Olena Pearson via Facebook.com
Bought lift tickets through epic pass. Ski school for my daughter and ski rentals. Had to cancel because of winter storm Elliott and the southwest debacle. No flights out of Texas. 25,000 flights cancelled. Couldn’t make the trip. Spent over 1,200 on the trip. Zero refunds. Nada. Because my house wasn’t inhabitable I couldn’t get a refund. Unbelievable. No compassion. Zero common sense.
Donnie Elliott
Let’s get this straight. Vail Resorts does not care about its customers. All they care about is money. The internet is riddles with people talking about the many deceptive business practices Vail Resorts engages in. These policies are absolutely abhorrent and border on theft, if you and I were to do it.
Todd Chamberlin via Facebook
They show absolutely no empathy towards their loyal customers at all and as such do not care about retaining customers. They will simply cycle onto the next sucker and screw them next. That is their bottom line business, please stay clear if you can, there are other friendlier ski resorts to ski or snowboard at that actual care about you as a person.
Worst customer support of all time. If you can actually get someone on the phone, good luck with them being able to resolve any issues or actually help.
Kimberly Paige Buchanan via Facebook.com
Source: Vail Resorts reviews on Facebook
“Northstar Resort is a terrible and unreliable business”
Northstar Resort cancelled our hotel reservation 6 days before ski week due to “overbooking”. They did not offer to compensate us for any future stays. The only thing they offered was to let us have a $1700/night room which was ridiculous and way out of our budget. Due to their ineptitude, we had to cancel our entire trip. They took no responsibility for their mistake and in to make matters worse, they charged us IN FULL the day before they cancelling our room. I had to chase them down for the refund. They are a terrible and unreliable business that has no consideration for its customers. Do not book a room here.
seddiek
Ticketing/refund scam
Heard many good things about the resort but disappointed at the corporate’s ticketing/refund policy. Half-day tickets are not offered, and refunds are only available if within the 1st hour once on the lifts.
We hit a pretty strong winter storm and were not being informed enough by the resort to make a decision because the resort remains open. After paying for very EXPENSIVE ticket during Christmas, we were informed by staff that the mountain is closed for the day due to safety reason and extreme weather, after only less than 2 hours of total time spent at the resort. When asking about partial refund or credit, nothing was offered and staff told us that “this situation happens frequently at the resort”, which is nonsense because they would have not opened for the day given the early signs of weather condition and if they really care about customer safety.
We spent 10 hours driving to the resort, not to mention the lodging cost and the high ticket price. “Do it at your own risk” shouldn’t be the excuse for providing bad customer experience, especially not for a resort like Northstar.
Overall very disappointed at our first time experience, and it feels like they care more about making money than providing customers with good experience.
Miranda Tao (via Google reviews)
“Vail is the greedy empire”
Vail is the greedy empire. With the constant profits that they post there is zero exceptions for anyone. Their business practices is straight up shady. You see news of parking fees posted after most people purchased their 2019/20 season passes, the guy with terminal cancer can’t get a refund exception and many other similar stories. My daughter broken her arm on her 1st day 1st run. I went to the season pass members service asking if an exception can be made for a credit for next year understanding I didn’t buy insurance. This will also ensure my family continue to be season pass holders next year. It’s a straight up “no, management won’t allow it. “
The crowds are bad, wait times listed x 2 is what you really should expect the real wait time for. Single riders are always filling in the last spot so if you are beginner still trying get off the lift standing you are out of luck. Going down greens is like a ninja obstacle course dodging people left and right. We waited 30 min for lifts in 3 hours we did 2 runs during holidays.
The 1 star is purely for management and their corporate policies and nothing to do with the staff there. The staff that took care of my daughter were all great. It wasn’t hard to wave down a ski patrol to get help. 5 were on scene to help with the situation so I am very grateful for the staff.
5 stars for the beautiful resort and the staff
1 star for the evil empire corporate practices (parking $, insurance cost, no refund policy, cs practices, and crowds)
Unless you can go regularly non holiday and weekends, be prepared to deal with the insane wait times.
Cynthia S. (via Yelp)
From the editor: it is evident to us, that their greed prevents them from ruining vacation and stealing money from an essential worker, a doctor who is fighting COVID in the hospital, saves peoples lives.
NorthStar California Sucks | VailEpicFail 