ComplaintsforKey West Express, LLC

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased two round trip tickets to Key West on the Key West Express boat. This included pre paying for parking as well. The trip was canceled due to bad weather. This was at a very busy time at work as it was following Hurricane ****. A short time later, I discovered that I was unable to visit Key West because of restrictions due to Covid-19. Time went by, and due to heavy work load I just wasnt allotted the time for a vacation at this time. When I received a job opportunity in Key West, I thought it would be a great time to see what The Key West Express company could do in terms of honoring all ir even sone of my vouchers. I I emailed them. They responded, stating to just phone customer service regarding my inquiry. So I did. I spoke with someone who was extremely friendly, and after sone discussion, she had agreed to give me one round trip in place of the two vouchers. She stated there will be a parking charge. I told her that parking had been paid on the first two tickets, she looked it up and agreed, saying she would credit the parking as well. I thought this was an extremely fair deal considering the time that had lapsed at this point. When I arrived at the ticket counter, I shockingly learned what she had wrote in her notes for the ticket counter, and I was given no option other than to pay almost full price for my ticket. I thought it was a misunderstanding, but after speaking with the same person agsin(who was a completely different person now seemingly), I realized that this is just there way to lure people to the port, where they then tell them to either pay or go home; literally. I even showed them my email and link stating a zero balance. I realize to due to a lack of any proof , as its illegal in ** to record phone calls without two party consent; I just wanted to put on record the incredible lack of customer service, compassion, and frankly the blatant fraudulent and unfair business practices that are conducted at Key West Express company.

  Business response

  04/26/2023

  We are beside ourselves that you would turn a nicety from your self defined "extremely friendly" woman, by the way was indeed the exact same person that you spoke to subsequently, who offered you a courtesy reduction in fare due to your circumstance into something so removed from the truth. To further now describe her guest service and compassion which you graciously accepted from something 4 years ago without any remaining value as unfair business and fraudulent is incredible. We do not have nor do we email links.  A travel confirmation outlining the details of bookings is emailed to each guest. Not only had you printed and presented this confirmation at time of your travel but, you reviewed and acknowledged with 2 separate agents the balance due reflected on the printed document in your possession. We can both agree that she did offer you an extremely fair deal and regret that you now feel otherwise.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Nov of 2019 l purchased travel vouchers with a 1 year expiration. With the covid I had called and the expiration was extended. With the long run of covid I had again called Key West Express and was told it had been extended to the end of 2022. We are coming down now next week and with *** having gone through I delayed to call but now have been told that these vouchers have expired. Superseding the information I was told earlier this year without any notice. I guess they are happy to take your money but not honor what they tell you!!!

  Business response

  11/09/2022

  There is truly no response.   Unfortunate and unreasonable that a courtesy extension beyond their originally agreed upon two year period of validity of which they selected at time of purchase in 2019 was offered in hospitality to guests and they choose to shift the blame for their inability to select travel dates.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wouldnt honor a $25 cancellation fee per ticket even though they advertise they will do so to reschedule, even though I applied for it a week in advance. *****, the manager not interested in assisting customers, only locking you into a contract. They have inaccurate email accounts that they dont monitor to catch you and try to force you to pay a lot more to reschedule

  Business response

  09/26/2022

  Regrettably, ************** did a screen shot that excluded the remaining part of the communication that he is in receipt of, which is an automated confirmation sent to guests at the completion of their purchase.  Please refer to his travel confirmation attached in entirety referenced by ************** that states below the telephone number, "This is an UNATTENDED email address, inquiries cannot be processed or answered."  All guest communications if directed appropriately are responded to within 24 hours.  ************** would have been assisted without delay during normal business hours had he simply called the number provided instead of waiting a week to do so.  

  Customer response

  10/02/2022

   
  Complaint: 18037199
  
  I am rejecting this response because:

  I did my part to reach out to business to cancel order in time. The online contract they have customers check **** is not a legal binding contract in the ****************. I want a complete refund of all of the money I have been charged by this business 

  
  Sincerely,
  
  ***********************

  Business response

  10/04/2022

  We regret that ************** acknowledges but, refuses to accept responsibility for his voluntary purchase of service with related terms & conditions.  Furthermore, he then ignores the contact information provided to him so that a guest service agent could have assisted him with his request.  In all that we do, we see the good and the bad in others.  Simply shameful that ************** refuses to assume responsibility for his own actions.  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased tickets for the Key West Express in Dec 2019 for $** each. At that time the tickets were valid for one year. Due to Covid the tickets expiration was extended to two years. However my husband was determined to be 100% disabled by the Veterans Administration. Due to his disability we do not travel anymore. With the exception of local travel. I called the Key West Express approximately 2 months ago explaining the situation and requesting a refund. I was told they would not refund the cost of the tickets and the timeframe was extended long enough to allow travel. So we decided to possibly take a chance. However after thinking it over we decided it was not a good idea. We would like a refund.

  Business response

  09/01/2022

  Business Response /* (1000, 11, 2022/08/30) */ We regret that it is impossible to go back in history 3 years to refund the two year travel voucher purchased in your husbands name December, 2019. Pursuant to your most recent call, yesterday, August 29th, 2022 we are pleased that you are now able to work around your husbands VA appointments and schedule travel during the courtesy we extended to you. We look forward to welcoming you aboard. Consumer Response /* (3000, 13, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Earlier in the year we thought we would be able to travel but in June 2022 my husband was classified as 100% disabled. He uses a nebulizer, inhaler and is prescribed numerous medications. He is unable to walk even short distances due to balance issues. He has been referred to a heart specialist by the VA to determine if his heart has been affected by his disability. When we purchased the tickets these issues had not been diagnosed. We felt like we may be able to work around it and make the trip. But due to possible heart issues we feel it is not a good idea. All we are asking is to have the cost of the tickets refunded. Key West Express should not expect travel if health issues are an issue. In this case it is a problem. If we made the trip and issues surfaced to endanger my husbands health further we would most assuredly hold them responsible and we would seek legal counsel. The only acceptable resolution we will accept is a refund of the cost of the tickets. If this is not possible we see no recourse but to seek legal counsel.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Key West Express to explain a very unfortunate situation involving the passenger of a reservation that has not sailed. I was told I needed to speak to the supervisor Kevin. I have never been spoken to in such a disrespectful manner ever before. I do not want to go into detail on here about the cause of my cancelation, but I believe it is well beyond any reason to not honor a refund. After explaining the situation to Kevin, not only did he completely deny my request, he showed absolutely no compassion for the situation whatsoever. Instead, decided to belittle me and assume the reasoning behind me booking this trip. Then. when Kevin, again said he could not refund, I said that is a choice you are making. He responded with, "Yes. It is", in such a condescending, power-drunk, and disrespectful way. I am requesting someone with authority over Kevin reach out to me so I can explain the situation, as well as provide proof, that nearly every other travel company would honor as a reason for a refund. I would know. I am in the industry.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/04) */ We regret your friend being unable to take advantage of the wonderful travel you had gifted her due to an unrelated bad experience. Our sincerest apologies that review of the terms & conditions selected at time of your purchase were unacceptable and when agent forwarded along to Kevin he came across as disrespectful and condescending. We will have someone reach out to you within the next 24 hours. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I refuse this because it has been 5 days since you said you would reach out within 24hrs. Business Response /* (4000, 9, 2022/05/10) */ We regret that you do not accept the terms & conditions of your selection at the time of your purchase and the two year travel credit that you had chosen instead of the refundable option presented but, our inability to reach you was due to the number you entered within contact information at the time of your booking stated "mailbox full, cannot leave message". Consumer Response /* (4200, 11, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) will get you correct contact info Consumer Response /* (3000, 12, 2022/05/11) */ This response was taken verbally by the BBB Please use the number from the consumer information provided by the BBB Consumer Response /* (3000, 21, 2022/06/02) */ Their first response indicated that someone would reach out but no one ever did. What changed? Business Response /* (4000, 23, 2022/06/06) */ *****....Pursuant to our previous communications, we will continue to honor the terms & conditions of your personal preference which you selected among the options presented at the time of your purchase. The two year travel voucher you chose remains valid until April 29th, 2024 for you to reschedule travel.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre-purchased ferry tickets for a trip to Key West in December. Unfortunately the COVID variant is out and my family members that were traveling with me are to afraid to go to Florida this year, want to go next year. I cancelled the hotel (that was not cancellable but of course they made an exception because of covid) along with airlines, cars, etc. The only company that won't refund my money and still wants to charge me a change fee of $25.00 is Key West Express. They are AWEFUL rude and disagreeable and will not budge. THEY ARE HORRIBLE

  Business response

  11/08/2021

  Business Response /* (1000, 14, 2021/10/22) */ We believe that everyone deserves the courtesy of a reply however, there are some exceptions where you are left speechless and not worthy. This submission is in total contradiction to her emails sent thankful for our communications and handling of her circumstance. Shameful.

*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. ↩