To whom it may concern,
I just want you to take a minute and experience that pain and agony my family and I felt like this past week on our family vacation out to Colorado. Cold and clueless. That is the feeling that Peak 1 Express left us with after not delivering on your promise as a business. We booked your service 6 months before our trip from Denver, CO to Breckenridge, CO, a two hour trip, and my mother again called to confirm a week before our trip to make sure your shuttle was still expecting us. We arrived from Charlotte to Denver at 2:15 PM MST. Your shuttle wasn't to depart until 3:30 PM. So we waited patiently in the airport where it was nice and toasty. We stepped outside into 15 degree Fahrenheit, breathe easily seen with each respiration, cold biting us in every direction, to be ready for departure at 3:20.
Luke, the Peak 1 Express driver, showed up at 3:35. There were several people waiting for his shuttle that held approximately 15 people. He welcomes us and gets out a list of individuals of whom he is to pick up. He starts his roll call, each time helping the two or three individuals pack their belongings into the shuttle, each time around 3-4 minutes go by before moving on to the next name. Slowly, names are called before we soon realize with dread that we will not be able to fit on the shuttle. At 3:50, Luke announces that thats all the names he has. A few families crowd around him inquiring about their spots. I look stunned at my parents before also walking over to Luke. I say that we are the Starling's, party of five, and he responds we are on his list but we were marked as if we weren't showing up. "We are here," I announce, and he says he will make a phone call. At this time, my mother gets on the phone to inquire as to what is happening. Luke is talking on the phone in the shuttle for another 25 minutes, at this time we have been standing in sub-freezing temperatures for almost an hour, shivering to the point of lost heat. Luke returns outside and apologizes to the families and calls for the Starlings and tells us to "call Meredith."
My family and I walk inside to find mom on the telephone, informing us that we had been removed from the registry, and that unfortunately, that was the last Peak 1 Shuttle for the day. She is inquiring with Ethan as to why that might have happened and to what we can do to remedy the situation and get us to our destination that is two hours away. Ethan informs us that a driver had come at 2:30 PM, not found us there, marked us absent and that is the explanation for the mishandling. Mother, looking directly at the appointment time, tells Ethan that our arrival was listed for departure until 3:30 PM. Ethan says he needs to figure out a solution and will give us a call when he can. Mother persists that we need to know in the next hour what their solution is and that we will check and find out how much a rental car would cost as we are now stuck two hours from our destination. Ethan doesn't give us a call back in the time frame, and at 5:15 PM we decide to move on without him and depart to a Hertz rental car service so as to get to Breckenridge.
Around 6:00 PM, mother receives a call from Meredith, another employee of Peak 1 Express, who starts vigorously questioning if we were late to our arrival for the shuttle, what happened as to why we didn't get on board and overall trying to dump the blame upon our shoulders as to this event. Only after several minutes of questioning does Meredith inform us that a driver had locked himself out of his vehicle and they were one shuttle bus short and that is why we had been left behind. Meredith lets us know that Danny, the sales manager, will have to call us tomorrow, on a Monday, as their is nothing further she can do. We made it to Breckenridge that night, without the assistance of Peak 1, and were able to breathe a sigh of relief. When the morning comes, my mother speaks to Danny, who insists all he can do is refund our money from the shuttle service we had requested, that he can't do anything for us.
This is the most unjust an ruthless business we have ever dealt with. To be left behind for our departure and then told there is nothing that can be done is so cold hearted. What business in American society can get away with being so cruel. You can't even take it upon yourselves to own up to the problem, you have to question us as to why we didn't show up on time. What should have happened is for you to move Heaven and Earth to make sure it panned out alright and that we would have arrived to our location as promised when we signed up for our trip. Sadly, that was not done, you ethics were compromised, and you left us to figure out our own way to get where we needed to be after you let us down. We were recommended to your business, and that is the last time we make that mistake. I will make sure and pass that word along to others who might be traveling out to that area as well, stay away from read more