Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked Telluride Express for my family of 4 to join us at our home in Mountain Village. We have used them numerous times in the past for visitors, meetings, and family members. Our family had a van scheduled pickup is 5 hours prior to their flight. That was an untenable time with two very young kids. Unfortunately when we looked at the reservation it was barely inside their 24 hour period for cancellation. The terms and conditions are not on the initial email and are buried at the bottom with a separate link. ****** in cust. service would not put them on a later van service although they had some leaving later with some other guests staying at a different location. We have multiple conferences for my affiliated universities and in the future I will try to recommend other organizations. This is the last time I will ever recommend Telluride Express. When you are picking people up 5 hours prior to their flight and refuse to make other arrangements or refund the reservation I find that is terrible customer service. Although I very rarely review a company I feel compelled to file a BBB complaint and review and also encourage my family to review on other social media platforms. I had no other alternatives other than cancelling and forfeiting the funds even though the booked times that are totally absurd with the pickup 5 hours prior to the flight.
  This is the last time I will ever recommend Telluride Express. Picking passengers up five hours before a flight, refusing to accommodate reasonable adjustments, and offering no refund options is simply not professional.
  Ultimately, with no alternative, I had to rent a car at Telluride Airport at my own expense to ensure my family had a reasonable and convenient way to travel. A five-hour pre-flight pickup is neither reasonable nor justifiable, and I feel compelled to file a BBB complaint and leave reviews to warn others about this experience.

  Business Response

  Date: 04/24/2025

  With regards to the complaint, our Groups and Weddings Manager reached out to the customer on 4/7/25 to offer them a discount on a future private ride and again on 4/18/2025 by phone offering the same, in an attempt to resolve the issue.  We have not received any response back.I look forward to your suggestions of our next steps.  Thank you,*** *******General Manager of Colorado

  Customer Answer

  Date: 04/28/2025

  Complaint: ********
  
  I am rejecting this response because: Please send me an email to ******************* so I can see your response to the filed complaint. Having used Telluride Express for family events, meetings, and educational program transportation I am disappointed in your customer service interactions. I do appreciate that you responded to the BBB and will try and find your response. I am also happy to have a phone conversation. Thanks
  
  
  
  Regards,
  
  **** *****
   
  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Telluride Express is the largest transfer company for visitors from ******** ******** ******* to the **** ** ********* - and they run an absolute mess of a business. And always have.
  
  I have reached my tipping point as some of their policies are just so ridiculous that writing to the BBB was all I could think to do. The policy in question I have issue with is their absolute unwillingness to ever give a refund - even when you book not an hour prior to booking, four days in advance.
  
  But... they have no problem cancelling on guests last minute or creating/changing to ridiculously early pick-up times POST RESERVATION? And denying any kind of refund.
  
  In this particular case, yesterday clients of mine needed a transfer to ******** **** ********** so my last resort was Telluride Express but because they have the biggest fleet I knew that would be my best bet. They had availability in a shard bus, that originally left at 10:00 am for client's 1:40pm flight, but post-booking was changed to 9:00am. Naturally, we cancelled the booking not an hour and a half later - and i made sure to call and leave a voicemail with a time stamp as I knew they would try to deny us a completely warranted refund.
  
  And, low-and-behold, they denied us! I mentioned how unacceptable this was, I made sure to be ahead of these plans changing due to unwarranted scheduling changes on Telluride Express's part - all to no avail.
  
  This is wrong, its theft, and it's not okay to treat paying customers as money signs that can be completely disregarded in the planning/changing of their own travel, without the option to recieve a refund.

  Business Response

  Date: 04/28/2025

  With regards to the complaint, the customer booked online at which time the cancellation policy was approved by the customer. 

  
  

  "All sales are final at the time of booking. All shared and private ride reservations are eligible for an **** ****** if notified at least 24 hours prior to the scheduled pick-up time. To cancel a reservation and receive a credit, please send an email to *********************************** including the name, reservation number, and the reason for cancellation. No credits will be issued for cancellations received less than 24 hours prior to the scheduled pick-up time. Additionally, no refunds will be provided for changes to travel plans, such as adjustments in passenger count or changes due to weather, road or traffic conditions, airline rescheduling, and other similar circumstances. Please be aware that the sale of this ticket does not guarantee connections with other travel arrangements, such as air, bus, or train schedules.

  
  

  Cancellation/Open Credit/Direct Bill Policy

  1. Final Sales: All sales are final at the time of booking.
  2. Open Credit Eligibility: Shared and private ride reservations are eligible for an open credit if canceled at least 24 hours prior to the scheduled pick-up time. To cancel a reservation and receive a credit, please email ************************ with your name, reservation number, and reason for cancellation.
     **Open credits represent the value of a canceled reservation and can be utilized within one year from the date of cancellation. They can be transferred and applied towards bookings in any of our five service areas. Please note that open credits can only be used once and cannot be divided into multiple transactions. If the full value of the credit is not utilized, the remaining amount will be forfeited. In cases where the cost of your new booking exceeds the value of the open credit the difference must be paid by the customer.
  3. Non-Eligible Cancellations: No credits will be issued for cancellations received less than 24 hours prior to the scheduled pick-up time.
  4. No Refunds for Travel Plan Changes: No refunds will be provided for changes to travel plans, such as adjustments in passenger count or changes due to weather, road or traffic conditions, airline rescheduling, and other similar circumstances.
  5. Travel Arrangement Connections: The sale of this ticket does not guarantee connections with other travel arrangements, such as air, bus, or train schedules.
  6. Direct Bill Policy:
     • Cancellation Policy: All shared and private ride reservations canceled at least 48 hours prior to the scheduled pick-up time are no charge. Cancellations received less than 24 hours prior to the scheduled pick-up will incur a full charge to the direct bill account. To cancel a reservation, please send an email to **********************************m including your name, reservation number, and the reason for cancellation."

  
  

  *** *******

  General Manager of Colorado

• Initial Complaint

  Date:09/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/26/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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).