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Evan A
Vail Resorts - Poor Customer Service
Park City Mountain Resort的点评
点评：My experience with Vail Resorts customer service has to be one of my worse, if not the worst, experience in my life. My family has purchased Epic passes since 2023 and never needed assistance until this year. It's apparent what Vail Resorts really cares about and it's not their members.
I tried to purchase passes for our family in July '26 on epic.com using FlexPay. Each time my credit was checked (dinged) and FlexPay approved my purchase. After confirming the purchase a popup said processing and then a short time later showed an error. Several minutes later, I received a email from FlexPay congratulating me on my purchase and showing what I owed. At first I thought the error was a mistake and my purchase went through. After a few weeks, I received another email. This time from Vail, saying my money, the FlexPay loan, was getting refunded. This happened 7 times, on three different browsers. Same result. I finally decided to call Vail Resorts customer service and it was a complete run around. They didn't want to listen to my experience and just kept repeating the same thing over and over "Would you like to purchase a pass?".
I decided to call FlexPay because at this point I owed almost $12,000 for the seven purchase attempts. FlexPay was amazing and tried everything in their power to help. They suggested making a three-way call with them to Vail Resorts to try to help resolve the issue. The call went pretty much as expected. Maybe even worse than when I called by myself. The Vail representative refused to escalate our call to a manager, even going as far to say there wasn't one available. Unbelievable!! Finally we were transferred to someone in Colorado, but that person only offered to sell me a pass. No interest in resolving the past 7 purchase attempts or why it kept happening. By then, I had such a bad taste in my mouth with Vail Resorts that I wasn't sure I wanted to purchase another Epic pass at all. The manager promised to call back in a week to check-in to see ifvI changed my mind. No call! That was August. Today, October, I decided to give Vail Resorts another chance so I called back to purchase the passes. Right off the bat I asked for tier 3 support. It took a bit of convincing the rep but they transferred my call. I explained my entire story to the representative and they even confimed it from the notes in their system from my previous calls. I thought if Vail Resorts offered something for my trouble I would forgive and forget. I asked to pay the price of the pass when I first tried to buy it in July. They said it wasn't available and it wasn't an option. I asked what they could offer, and all they were willing to do was apologize. I've been in customer service, I've managed customer service. There is always something you can do. Ridiculous! In this day and age I can't believe any company, especially one as big as Vail Resorts can maintain such poor customer service. It's incredible!!
I tried to purchase passes for our family in July '26 on epic.com using FlexPay. Each time my credit was checked (dinged) and FlexPay approved my purchase. After confirming the purchase a popup said processing and then a short time later showed an error. Several minutes later, I received a email from FlexPay congratulating me on my purchase and showing what I owed. At first I thought the error was a mistake and my purchase went through. After a few weeks, I received another email. This time from Vail, saying my money, the FlexPay loan, was getting refunded. This happened 7 times, on three different browsers. Same result. I finally decided to call Vail Resorts customer service and it was a complete run around. They didn't want to listen to my experience and just kept repeating the same thing over and over "Would you like to purchase a pass?".
I decided to call FlexPay because at this point I owed almost $12,000 for the seven purchase attempts. FlexPay was amazing and tried everything in their power to help. They suggested making a three-way call with them to Vail Resorts to try to help resolve the issue. The call went pretty much as expected. Maybe even worse than when I called by myself. The Vail representative refused to escalate our call to a manager, even going as far to say there wasn't one available. Unbelievable!! Finally we were transferred to someone in Colorado, but that person only offered to sell me a pass. No interest in resolving the past 7 purchase attempts or why it kept happening. By then, I had such a bad taste in my mouth with Vail Resorts that I wasn't sure I wanted to purchase another Epic pass at all. The manager promised to call back in a week to check-in to see ifvI changed my mind. No call! That was August. Today, October, I decided to give Vail Resorts another chance so I called back to purchase the passes. Right off the bat I asked for tier 3 support. It took a bit of convincing the rep but they transferred my call. I explained my entire story to the representative and they even confimed it from the notes in their system from my previous calls. I thought if Vail Resorts offered something for my trouble I would forgive and forget. I asked to pay the price of the pass when I first tried to buy it in July. They said it wasn't available and it wasn't an option. I asked what they could offer, and all they were willing to do was apologize. I've been in customer service, I've managed customer service. There is always something you can do. Ridiculous! In this day and age I can't believe any company, especially one as big as Vail Resorts can maintain such poor customer service. It's incredible!!
翻译：我与韦尔度假村客服部门的接触经历，绝对是我一生中最糟糕的经历之一，甚至可以说是最差的一次。自2023年起，我们全家就一直购买Epic通票，直到今年都从未需要过客服帮助。由此可见，韦尔度假村真正在乎的并非他们的会员。
今年7月，我试图通过epic.com网站并使用FlexPay服务为全家人购买通票。每次系统都会对我的信用状况进行审核，而FlexPay也都批准了我的购买申请。在确认购买后，弹窗显示正在处理中，但没过多久就出现了错误提示。几分钟后，我收到了FlexPay发来的邮件，祝贺我成功购买并说明了我需要支付的金额。起初我以为那个错误只是误报，购买其实已经成功了。几周后，我又收到了一封邮件，这次是Vail发来的，称我的款项——也就是FlexPay的贷款金额——即将被退款。这种情况总共发生了7次，我分别使用了三种不同的浏览器进行测试，结果都一样。我最终决定拨打Vail Resorts的客服电话，结果完全是一堆推诿敷衍。他们根本不愿听我讲述自己的遭遇，只是一遍又一遍地重复同样的话：“您想购买通票吗？”
由于前七次购买尝试都失败了，现在我总共欠下了近12,000美元的款项，于是我决定联系FlexPay。FlexPay的服务实在出色，竭尽全力提供帮助。他们建议让我和他们一起三方通话，联系Vail Resorts，以期解决问题。通话情况基本上符合预期——甚至比我亲自打电话时的情况还要糟糕。Vail的工作人员拒绝将我们的电话转接给经理，甚至还声称根本没有经理可以接听电话。简直难以置信！！最后我们被转接到科罗拉多州的某位工作人员那里，但他只是试图向我推销通行证而已。对于我们之前7次购买尝试以及为何总是失败的问题，他毫无兴趣去解决。到了那时……我对韦尔度假村印象极差，甚至不确定自己是否还想购买新的Epic通行证。当时经理承诺一周后会回电，询问我是否改变了主意。结果毫无音讯！那是八月份的事了。今天已是十月，我决定再给韦尔度假村一次机会，于是打电话去购买通行证。我立刻要求转接至第三级技术支持。虽然费了一番周折才说服客服代表，但最终他们还是帮我转了电话。我向客服代表讲述了整个事情的经过，他们甚至通过系统中的记录确认了我之前多次通话的内容。我原以为，如果Vail Resorts能为我的遭遇给出些补偿，我也会既往不咎。七月份我第一次试图购买通行证时，就请求按原价付费。但他们表示该通行证根本无法购买，也没有其他选择。我询问他们能提供什么补偿，而他们唯一能做的就只有道歉。我曾从事客服工作，也管理过客服团队。总会有你能做的事情。荒谬至极！如今，我简直不敢相信有任何公司——尤其是像维艾尔度假村这样的大企业——能提供如此糟糕的客户服务。真是难以置信！！
今年7月，我试图通过epic.com网站并使用FlexPay服务为全家人购买通票。每次系统都会对我的信用状况进行审核，而FlexPay也都批准了我的购买申请。在确认购买后，弹窗显示正在处理中，但没过多久就出现了错误提示。几分钟后，我收到了FlexPay发来的邮件，祝贺我成功购买并说明了我需要支付的金额。起初我以为那个错误只是误报，购买其实已经成功了。几周后，我又收到了一封邮件，这次是Vail发来的，称我的款项——也就是FlexPay的贷款金额——即将被退款。这种情况总共发生了7次，我分别使用了三种不同的浏览器进行测试，结果都一样。我最终决定拨打Vail Resorts的客服电话，结果完全是一堆推诿敷衍。他们根本不愿听我讲述自己的遭遇，只是一遍又一遍地重复同样的话：“您想购买通票吗？”
由于前七次购买尝试都失败了，现在我总共欠下了近12,000美元的款项，于是我决定联系FlexPay。FlexPay的服务实在出色，竭尽全力提供帮助。他们建议让我和他们一起三方通话，联系Vail Resorts，以期解决问题。通话情况基本上符合预期——甚至比我亲自打电话时的情况还要糟糕。Vail的工作人员拒绝将我们的电话转接给经理，甚至还声称根本没有经理可以接听电话。简直难以置信！！最后我们被转接到科罗拉多州的某位工作人员那里，但他只是试图向我推销通行证而已。对于我们之前7次购买尝试以及为何总是失败的问题，他毫无兴趣去解决。到了那时……我对韦尔度假村印象极差，甚至不确定自己是否还想购买新的Epic通行证。当时经理承诺一周后会回电，询问我是否改变了主意。结果毫无音讯！那是八月份的事了。今天已是十月，我决定再给韦尔度假村一次机会，于是打电话去购买通行证。我立刻要求转接至第三级技术支持。虽然费了一番周折才说服客服代表，但最终他们还是帮我转了电话。我向客服代表讲述了整个事情的经过，他们甚至通过系统中的记录确认了我之前多次通话的内容。我原以为，如果Vail Resorts能为我的遭遇给出些补偿，我也会既往不咎。七月份我第一次试图购买通行证时，就请求按原价付费。但他们表示该通行证根本无法购买，也没有其他选择。我询问他们能提供什么补偿，而他们唯一能做的就只有道歉。我曾从事客服工作，也管理过客服团队。总会有你能做的事情。荒谬至极！如今，我简直不敢相信有任何公司——尤其是像维艾尔度假村这样的大企业——能提供如此糟糕的客户服务。真是难以置信！！
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