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:10/22/2025

  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.

  On February 8, 2025 an event ticket was purchased through *** ************** that included the ticket to an event (Train) and transportation to *****************, ****************,** on 9/6/25. *** ************** is a facilitator of booking the transportation but holds no responsibility for delivering the transportation. As requested by Rocky Mountain Event Shuttles (RME), ******* ********** arrived at Illegal Petes at 4:20 PM.on 9/6/25. He verified with the manager of Illegal Petes that he was at the correct location for RME. The shuttle never arrived. There was no communication from *** that the shuttle would not arrive. ******* attempted a chat through **** web site but could not connect with RME on or about 6:00PM. An email was sent to *** on 9/6/25 at 9:27 PM re. the failure of the shuttle to arrive. *** responded via email on 9/7/25 at 9:42 AM: The shuttle for Train was cancelled due to low ticket sales and we apologize for not notifying you sooner. We did reply via the messenger web site yesterday even stating there would be no shuttle to the show. That web reply came after the concert was already in progress on the other side of town from where the shuttle was supposed to pick ******* up. A 9/9/25 RME email states: The shuttle was scheduled but then it was canceled and all guests were not charged for it/ refunded. We made the mistake of not notifying you and are sorry that you did not find out until the evening of the event when you showed up to the shuttle stop. ******* does not see a refund on his credit card. *** has not provided proof of refund. *** has offered two free shuttle rides as compensation. ******* declined the offer having lost confidence in their service. Proof of purchase and copies of emails can be provided.Reliable public transportation is valuable to the community of ****************. It is essential for persons with disabilities that prevent them from driving.**** **********, parent/ advocate.

  Business Response

  Date: 11/02/2025

  We have fully refunded this guest for their shuttle purchase. Please see the attached documentation showing the completed refund in our system. (Highlighted in red underlines or red boxes), $57.50 refund.

  
  If the guest purchased their shuttle pass through AXS rather than directly through our website, and has been charged but not refunded, we are happy to issue a refund for the shuttle pass upon verification.

  
  Unfortunately, this guest did not receive notification of the shuttle cancellation prior to the day of the event. We sincerely apologize for this late communication and understand the inconvenience it caused. All affected guests were refunded for their shuttle purchases, including this individual.
  However, the guest also requested a refund for their concert ticket, which was purchased separately through *** (or another ticketing provider). As we are not the ticketing vendor and did not sell concert tickets, we are unable to process refunds for those purchases. We recommend contacting AXS Customer Support or the original ticket seller directly for assistance with the concert ticket.

  
  While we regret the timing of the shuttle cancellation notice, the concert itself remained scheduled, and alternative transportation was available. The venue is approximately a 15-minute drive from our shuttle pickup location, allowing guests the opportunity to still attend the event.

  
  We apologized to the guest for the inconvenience and, in addition to refunding their shuttle purchase, offered two complimentary ride codes for future use as a goodwill gesture. The guest declined this offer and stated their intention to file a BBB complaint due to our inability to refund the concert ticket.

  
  We value all feedback and take service interruptions seriously. Our policies ensure that all transportation-related purchases are refunded promptly in situations like this, while event ticketing matters must be addressed with the appropriate vendor.