Complaints

• Initial Complaint

  09/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a shuttle for two people with Telluride Express on June 13, 2023. The shuttle was supposed to take us from ******** airport to our hotel on July 28, 2023. They charged my credit card $316.94 for this booking. On July 9, 2023 I emailed and requested a cancellation. I received a response that same day that the booking would be cancelled and I would be refunded less a cancellation fee of $10 per person (or $20 total), per the company's cancellation policy at the time. I was told that I would receive a refund within 30 business days. However, I have yet to receive my refund of $296.94 despite emailing and calling several times. Someone initially responded to my email saying that she forwarded the email to her superiors and then I didn't hear from anyone despite emailing other company email addresses as well (e.g., refunds and cancellation departments). Each time I call they tell me that there is a note on my account saying that "the manager has requested an urgent refund." Yet, I still have not received that refund and it has been multiple months. One person over the phone gave me the number of the refunds department. I tried calling and left a voicemail but didn't hear back. I called again and again but the phone line goes straight to voicemail. I called the booking line again and they told me the refunds department phone number is no longer in service. I believe the company is trying to avoid paying me my refund. My booking confirmation number was ********.

  Business response

  10/12/2023

  Dear ***** ****,

   

  We apologize for the inconveniences this has caused you due to our internal delays. We do wish to issue you a refund, and this will be released today, thank you for reaching out and we hope to serve you for future bookings. Please feel free to reach out to our Director of Customer Service at ******************* if you wish to utilize our services in the future or need any further assistance. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 8, 2023, ********** ****** **** paid $6846.00 representing *** ** *** **** ***** ****, a senior ski & social club, for transportation from Reno, NV to Mammoth Lakes Inn, Mammoth Lakes CA. to be done on March 11 with a return trip on March 18, 2023. Because of dangerous snowfall closing roads and the State of CA declaring an Emergency at Mammoth Lakes, our group cancelled the trip. The agent for Encompasse Tours was able to obtain a refund from the Mammoth Lakes Inn, but ***** ******, Group Sales Manager, refused to offer a refund and offered a credit which my senior group cannot use. Also, the cancellation policy states: "All ... ride reservations are refundable when canceled at least 24 hours prior to the scheduled pick up. A cancellation fee of $10 per reservation will be charged." Our group cancelled this trip before the 24 hour restriction. I have tried to contact Ms. ***** by postal service, email, and phone (recorded line reports box is full so no messages can be left). Since Maws Shuttle is owned by CoWest transportation, our funds are in their hands. Ms. *****, in her email to our agent, claims to have been 'flexible and accommodating' and to say that the lodging "should extend the same courtesy" as CoWest who gave credits. A letter and email were sent informing her that the Mammoth Mountain Inn has refunded all monies with no penalty. The CoWest Company's lack of any further communication whatsoever shows that they do not intend to refund our monies. I am treasurer for this Senior Ski & Social group which cannot afford to give up $6,846.00. We raise funds to offer subsidies for our trips for seniors who might not have funds available. The no response tactic to our request for refund shows a company with no regard for customer satisfaction or company reputation. Our group plans never to use their services again and to advise the public not to do so also.

  Business response

  05/24/2023

  Hello,

  No refund was issued for this group as they were offered an open credit good until 3/15/24. This was agreed upon by **** at Encompasse Tours. The open credit is good to use at any of five locations. This event was booked as a group. Please see the attached contract along with terms and conditions.

   

• Initial Complaint

  03/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We paid Telluride Express for my daughter **** ***** to travel from Telluride to the Montrose airport. Originally we scheduled Jan 14 and rescheduled for Jan 13. Reservation #*********. Our **** was charged $89.24. My daughter was never picked up. We ended up organizing a private charter at the last minute so that my daughter could actually catch her plane. The cost was $315. My son who lives locally received a text message from Telluride Express asking if **** (his sister) was picked up and he responded NO. I have emailed and called numerous times and left detailed messages. I actually spoke to an employee ******* and was told she would inform the management and someone would get back to me. This was one month ago. I haven't heard back from anyone. I ultimately paid $404.24 for a ride to the Montrose airport. I want to be reimbursed for my original charge $89.24 AND the added required private charter charge of $315 to get my daughter to the airport on time. I have all the paperwork and texts to verify my claim.

  Business response

  04/14/2023

  We have reviewed this complaint and will be taking care of this refund as requested. We have new processes and staff in place and this was an oversight on our part. Our extreme apologies and if you could please email your address you would like the refund sent to that would help in expedited service. Thank you again and we hope to be able to help you with travel needs in the future for a improved experience.

  Customer response

  05/19/2023

  Hello.  
  
  I write in reference to the below case #********.   I read the response from the company Telluride Express once they received my complaint.  The business responded on April 14, 2023 and assured me they would reimburse me for my costs.    I have subsequently reached out to the company both by email and telephone and have not yet received any compensation at all.  I would like to re-open my case and pursue resolution.
  
  Please let me know if you need anything else from me to reopen my case.
  
  Thank you for your consideration.
  ********* ***** 

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Dec 12, 2022, I booked round trip travel with Telluride Express for 7 adults from the MTJ airport to Mountain Village, scheduled travel dates Thu Jan 12 and Mon Jan 16, 2023. The charge was $964.60. On Mon Jan 9 I e-mailed Telluride Express to cancel the reservation for one individual who was unable to attend due to a family emergency. Telluride Express confirmed the change from 7 adults to 6 as per the attached e-mail on Tue Jan 10, but did not provide any refund. Per the policy they reference on the invoice (****************), their policy on cancellations is as follows: "All shared and private ride reservations are refundable when cancelled at least 24-hours prior to the scheduled pick up. A cancellation fee of $10 per reservation will be charged." On Jan 14 I sent two e-mails and left a voicemail with Telluride Express requesting clarification. I received no reply to either e-mail or the voicemail. I sent another follow-up e-mail on Jan 22, and as of today (Jan 28) have still received no reply. In accordance with the business's own publicly posted policy, I am seeking reimbursement for the individual whose travel was canceled, in the amount of $127.80 (1/7 of the original $964.60 charge, less $10).

*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. ↩