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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 8/4 I booked shuttle service from ***** to ****** for 8/5 on the Roaring Fork Express (a CoWest owned shuttle). Within several hours I received a call telling me that the service was seasonal and currently suspended, that being able to book was a mistake on the website, and that I would be refunded my money. I have spent the last three weeks communicating with the business trying to get a refund but keep being told it will be several weeks because of their corporate policy. I learned that the service I booked was suspended on 7/28 (a full week before I booked), but the website was not updated to prevent me booking. I have been shuffled from the reservations to refunds department and have been unable to get anyone to respond to my emails from the refunds department. I have called the business and been directed to their main menu, which has no option to speak with anyone from refunds.
Business response
10/21/2024
Hi *****,
Thank you for talking with me about the complaint this morning. I reached out to Mr. ******* but did not make contact. Upon further investigation, the credit card was refunded on 8/30/2024 by our sales department.
Please let me know if there is anything additional needed from me.
Thank you!
*** *******
General Manager of ********
CoWest Transportation, LLC
Telluride Express | Alpine Express | CB Limo | American Spirit Shuttle | MAWS | Roaring Fork Express
o. **************
c. **************
***************************************************Customer response
10/21/2024
Better Business Bureau:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.I would like to note, that while I did eventually receive a refund almost a month after they CoWest canceled my shuttle ride, it took multiple calls to customer service, including calls made after I was directed to a refunds email address from which I received no response to several emails I sent asking when I would receive my refund. Additionally, while I did receive a call from *** ******* on 10/18/24 that I missed, I did call her back within several hours and was unable to make contact. I remain convinced that this business advertised a service that they were unable to provide purely in order to generate positive working capital during an off season.
Regards,
******** *******
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.