South Tahoe Express

I purchased a ticket for them to shuttle me from [redacted] to the [redacted]. About three hours later I got an email saying the service was cancelled.I phoned them but only got an answering machine and never returned my message nor did they return my email.Terrible on their part for leaving me hanging high and dry especially at the last minute.Product_Or_Service: Shuttle serviceDesired SettlementA refund of $130.00 because that is what I had to pay a private taxi driver to drive me to the Reno Airport at the last minute.Business Response Hi [redacted], We have never cancelled a shuttle. We also never email customer's saying that we have cancelled or discontinued a shuttle. If your plane is delayed and you miss your shuttle then we would be happy to put you on the next available shuttle. Consumer Response [redacted]Document Attached[redacted]In the response South Tahoe Air-porter says "we have never cancelled a shuttle..."I attached a document, which is an email I received from them saying my shuttle service was cancelled.This is a complete contradiction from the response of South Tahoe Air-porter service. They lied.Please honor my remedy by making my complaint whole. I want a refund of $130.00, which is the price of a taxi cab I had to get at 3:00 o'clock in the morning (the last minute) to take me to Reno's Airport.Final Business Response I did more research and the email states that our ticket sales agent booked him for the 13th of December on accident. He did not want to travel on the 13th of December, but instead the 24th and 28th of January. The ticket agent cancelled the booking right away, which was a month and a half before the customer traveled. He still had his bookings for the 24th and 28th in the system. I have attached the picture of his confirmations. Both show a blue R as received. If it was cancelled or pending then it would have shown a red C for cancelled or a yellow P for pending. The only way he would have received an email is if it was changed to the red C, once this button is clicked it can't be changed again under the same reservation, but his reservations both show they were made at 12:35 and 12:38 PM on the 24th. Hope this helps! Please see document online.

My husband and I used the South Tahoe Express in Reno, NV to shuttle us between the Reno, NV airport and [redacted] in south Lake Tahoe. On the day of the return trip to the airport, January, 15, 2016, the 9:27am shuttle was over an hour late picking us up at our hotel, which caused us to miss our flight to [redacted] Because of this, we were charged an additional $1,050.00 by [redacted] to rebook our flights home. In addition, we had to spend the night in Reno, which cost us another $200.00 in food and room charges. The company maintains that weather was the cause of the delay. This is untrue. Their 7:35am shuttle and their 10:35am shuttle were both running on time. In addition, when we and our concierge first tried calling the company after the shuttle was 20 minutes late, no one answered the phone. When contact was finally made around 10:00am, we were told that the bus would be at the hotel in about 10 minutes, which still gave us time to get to the airport and catch our flight. The bus arrived at 10:40, more than an hour late, and the bus driver appeared to be very agitated and confused as to where to even put everyone's bags, which delayed our departure even more. He also said that he had only 8 seats available on the shuttle for which many of us had reserved seats. My husband and I have called and emailed the owner and his daughter several times, but they will not take our calls or answer our emails. One of the managers at [redacted] even gave us a number of a manager in Sacramento that we could contact, but he also did not respond. We feel that this company is solely responsible for us missing our flights home because they could have contacted the hotels to let their customers know that the shuttle was running over an hour late. Had we been told that, we would have arranged for different transportation to the airport. We allotted ourselves 3 hours to make it to the airport from the hotel, which we were told would take an hour.Desired SettlementWe feel that South Tahoe Express should reimburse us the cost of our airline tickets $1,050.00, refund us the money we paid them for our shuttle, which was over $100.00 for both of us round trip, and reimburse us at least the $100.00 we had to pay to stay overnight in Reno.

Hi, I bought a ticket 2 days in advance for the bus from South Tahoe to Reno airport. When the bus arrived the driver said there are not enough seats left and that the next bus will be at 9 at night and that we should try and go to an earlier pick up spot for that one if we want a spot.My flight was at 7 so I immediately took a taxi to the airport and I want this company to reimburse me for the taxi. They refuse to do so and told me there was a back up bus there 15 minutes later. I would have been happy to wait 15 minutes and take that bus but how could I if I was not informed and the next scheduled bus was at 9 at night? And they had my email and phone contact and they made no effort to inform me. I even sat next to someone else from the bus on my flight and they actually had to go home get a car and drive themself. The total taxi fare I paid is $225.98 and I want them to reimburse me for this amount.I asked the counter at the airport they were extremely rude, then I called multiple times this week and politely asked for a reimbursement and everyone there either ignored and gave me the run around or was rude and hostile.Product_Or_Service: Bus ticketOrder_Number: [redacted]Desired SettlementReimbursement Business Response We worked with [redacted] directly and refunded him his cab fare and ticket. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)