Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 16 th I paid by credit card for round trip transportation from ************** to ************ and back . ****** This was for January 25 th to ************ and Feb 2nd back to **************. On January 20 th we called Peak 1 express and informed them we would be canceling our reservation and wanted our refund which we were entitled to. THEY said on the phone ok no problem. We gave them the booking info etc. They also said at that time on the ohone it would take 3-5 business days to see refund onto cc. Thing is they lied to us. 1- by January 23rd when we **ntacted them by phone again they said oh our **mputer systems are down for the last week and we cant r process any refunds. So on the 20th when we called they told us a different story. As mentioned then they lied On January 26th. I emailed them called them and formally requested again my refund. They ignored my email. On January 27th. I sent them my info. My booking info. My cc info and someone named ******* emailed and said we got your email **nfirmed and we will send the refund. Then they asked some dumb question abour do you want a refund for the 2/22 reservation. ??? Which we never had. This ******* then emails me back and says can you call us to better help solve this on January 28th. I call at 4 pm thst day. And am left on hold for 26 minutes w a pretend customer waiting order Que . Only to be hung up on by automated system when I get to one on line . I would like to file a formal **mplaint as of January 29th as they never refunded me the almost ******. They have ignored my emailed. Lied to me. Played games and wasted my time. I do not think they should be operating as a business in ****** ** because chances are they do this to **nsumers allllllllll the time once they have your money they play games in the hopes you just give up and disappear. They are more than happy to take your money. And offer customer service for that. Thank you.

  Business response

  01/30/2025

  Refund was delayed due to a system outage. Refund has now been processed. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in regards to the incident on March 2nd when my ski bag fell off of the ski rack on the Peak 1 Express shuttle van. In my ski bag was a pair of 2021 K2 ********** 88Ti skis ($400 to replace) with ****** ***** bindings ($600 to replace), a set of ***** ******* adjustable poles ($90 to replace) and 2022 ********* Micro Puff Storm ski jacket ($550 to replace). The driver picked up my son and I at our location and loaded our gear into the back of the van except for the ski bags which he loaded onto an exterior ski bag holder. We drove 2 more stops to pick up customers. At the 2nd stop he asked us if we had 2 ski bags. When we said yes, he then told us one had fallen off. He then said, “This is happened before.” As he was backing up to leave the parking area he then proceeded to back into another vehicle. He was going to keep driving but a passenger said something to him about the incident. He got out of the van to check for damage. A minute later he got back into the van and said “We’re good.” He drove the route back to the previous stop to look for the ski bag but did not see it. I paid a fee to get my son, myself and our gear safely to my destination. My bag was in their care and the driver negligently handled the luggage. My ski bag was lost due to his negligence. I demand to be provided with the full amount to replace my gear. A refund of $237 offered by the company for my shuttle ride is nowhere near sufficient to cover the costs associated with this negligence. They have repeatedly stated they will not compensate me for the gear.

  Business response

  04/11/2023

  To whom it may concern,
  
  I've been in contact with this guest multiple times about her ski gear.  After this happened, I refunded the guest in full for their shuttle service taken with Peak 1 Express and proceeded to call all local authorities, Colorado State Patrol, surrounding ski areas and the local community in an attempt to retrieve her gear.  Peak 1 Express does not compensate for lost or stolen luggage, but I've continuously done my best to help retrieve this guest's gear.  I have not gotten responses on her gear at this time.
  
  If you have any further questions, you are welcome to reach out to me directly. 
  
  
  Katie S********
  Sales Manager

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arranged for transit wtih Peak Express from DIA to a hotel in Breckenridge. I arrived at the shuttle location, checked in with the driver (he confirmed I was on this shuttle), I gave him my bag and got on the shuttle. However, the driver failed to put my bag on the shuttle and left it on the curb at the airport. I found it two days later at the DIA Lost and Found. All of my gear for a ski vacation was in that bag so I was unable to ski for the 2 days I was at Breckenridge. I asked Peak Express for a refund because they failed to deliver me AND MY LUGGAGE to the hotel in Breckenridge. Peak Express said they never grant refunds and it was my responsibility to be sure the bag was on the shuttle so it was not their problem.

  Business response

  02/17/2023

  Hi Clay,
  
  After reviewing ******* complaint to you and what happened during his transportation, here is the info I've found:
  
  ***** showed up on the day of his arrival trip without his suitcase.  The bag was never given to the driver, Chico, upon arrival of guest, *****.  Chico always has guests watch him load their luggage so nothing.  We did our due diligence of checking the vehicle and walking around the pickup location to confirm no bag was left on the curb at the airport or on the vehicle.  Dispatch also reached out to all other guests on the shuttle to see if they had mistakenly taken the luggage and they had not.
  
  We provided the DIA lost and found number to guest, *****, as an option in the event that he accidentally left his luggage elsewhere at the terminal.  We did communicate that we did not ever have possesion of ******* luggage as well.  
  
  The guest has repeatedly requested a refund for his transportation with Peak 1 Express due to the hassle.  He did take our shuttle service and we were not the ones responsible for the lost luggage.
  
  Please let me know if you have any additional questions.
  
  Best,
  
  Katie S********
  Sales Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩