ComplaintsforEagle Vail Express

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We paid for a round-trip pick up/drop off with Eagle Vail Express at the Eagle County Regional Airport before our trip to Vail. We booked and paid for the ride over the phone. When we paid for the ride, we selected a day - not a time - for our return trip. After we paid, we subsequently received an email confirmation from Eagle Vail Express. We assumed it was a receipt. We were not told at the time of payment or over the phone that Eagle would chose a pick up time for us on this "CustomerTripSheet" without calling us or asking us to confirm. Once we realized that Eagle Vail Express set up a pick up time at our hotel that was TWO HOURS earlier than the hotel recommended, we tried calling Eagle Vail Express to schedule the pickup at a more reasonable time. On several occasions, our phone call was cut short or disconnected. On several occasions we asked for a return call and never received one back. When my wife and I did speak with the Eagle Vail Express to try to move the pick up time, and we tried to explain the issue, we were told that they couldn't help help our past experience with the company if we spoke with a different operator; we were admonished "to live in the present" and "to focus" and "to ask a simple question." Our requests were repeatedly mischaracterized. Regardless, the company refused to move our pick up time and would not offer an explanation other than we were too late. When we studied the fine print in the receipt that was provided to us AFTER we paid for the round trip, we saw that Eagle Vail Express claims to be able to refuse to change the pick up time that they chose without our input unless we called 24 hours in advance; the boilerplate terms (attached) were never disclosed or agreed to at the time of purchasing the services. When we asked for their policy on late fees or waiting time if we kept the car waiting, Eagle Vail Express refused to tell us (on two calls) and said a supervisor would call us back, which they never did.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is a pattern of issues with Matt after reading through hundreds of reviews on multiple websites. He is extremely ************, unaccommodating and should not be in service industry. The drivers I am sure are professional, this is not about them. I have never worked with anybody less accommodating than Matt (and I book travel for a living). Our entire trip to Vail was canceled due to the ********* issues right after Christmas (they couldn't rebook us until multiple days after 12/29). We notified Eagle Vail Express as soon as we could on 12/29 (our car was only for a return on 1/2 (their busiest travel day of year they told me so I am sure they had no issues rebooking the car with our 5- day notice)). We spoke with them multiple times on the phone, have emailed with no response. The owners only argument for not giving us our deposit back is that he claims that his business is growing -- and that somehow means we do not get our deposit back. Every hotel, airline, ski rental, restaurant we put deposits down was COMPLETELY understanding of us having to cancel our plans. I have encouraged them to do the right thing in giving us our $208 deposit back. He is extremely rude over the phone and talked over me every time I call and says he does not have time for me ... if the business is truly doing that well then what is $208 to them? They absolutely refuse to and say the credit will never expire -- we live on the east coast with 0 plans to truly ever return to the mountains and who knows what our transportation situation will be -- after dealing with Matt and those at Eagle Vail express I know that they would be the absolute last resort for me to have car service SHOULD we EVER return. I work in the service industry, book flights, hotels, trips as part of my job (daily basis) never in my life have I ever worked with somebody so inconsiderate and rude over $208. Plans change, ********* canceled thousands of flights, we had proof of this -- everybody else understood... except Matt.

  

  Business response

  01/20/2023

  Ms. ****,
  
  On our system we had refunded you about one month ago. I have sent you a receipt again. 100% refund even though by our cancellation policies it would be we refund you 75% and 25% is not refundable but you can use it as credit towards a future reservation.
  We urged you to check with your bank and delete or change all reviews you had left on our profiles.
  Again, we refunded 100% of your reservation about one month ago as you can check on receipts.
  
  Please, let me know if you have any more questions.
  
  Thank you!
  Eagle Vail Express Team

*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. ↩