Business ProfileforEagle Vail Express

We paid for a round-trip pick up/drop off with Eagle Vail Express at the Eagle County Regional Airport before our trip to Vail. We booked and paid for the ride over the phone. When we paid for the ride, we selected a day - not a time - for our return trip. After we paid, we subsequently received an email confirmation from Eagle Vail Express. We assumed it was a receipt. We were not told at the time of payment or over the phone that Eagle would chose a pick up time for us on this "CustomerTripSheet" without calling us or asking us to confirm. Once we realized that Eagle Vail Express set up a pick up time at our hotel that was TWO HOURS earlier than the hotel recommended, we tried calling Eagle Vail Express to schedule the pickup at a more reasonable time. On several occasions, our phone call was cut short or disconnected. On several occasions we asked for a return call and never received one back. When my wife and I did speak with the Eagle Vail Express to try to move the pick up time, and we tried to explain the issue, we were told that they couldn't help help our past experience with the company if we spoke with a different operator; we were admonished "to live in the present" and "to focus" and "to ask a simple question." Our requests were repeatedly mischaracterized. Regardless, the company refused to move our pick up time and would not offer an explanation other than we were too late. When we studied the fine print in the receipt that was provided to us AFTER we paid for the round trip, we saw that Eagle Vail Express claims to be able to refuse to change the pick up time that they chose without our input unless we called 24 hours in advance; the boilerplate terms (attached) were never disclosed or agreed to at the time of purchasing the services. When we asked for their policy on late fees or waiting time if we kept the car waiting, Eagle Vail Express refused to tell us (on two calls) and said a supervisor would call us back, which they never did.