My girlfriend and I bought the snow mobile guided tour through Expedia from
Colorado Snowmobile Tours by High Country Tours Inc.
Never in my life have I experienced such a horrifying customer service.
I was told that I needed to schedule the tour, which I did for 9 a.m. I was supposed to arrive at the rental place an hour prior. That day I drove from Denver to Dillon, Colorado and due to the snow conditions and traffic on the way, I knew I was running late and could not make it there by 8 a.m.
I called at 7:30 a.m., explained my situation and asked to reschedule the tour for the next available time which I was told was 11 a.m. I got to Dillon at 8:30 a.m. and drove around the town. At 9:50 a.m. I received the phone call from the same lady and was told that they do not have any spots available for 11 a.m. and she will need to reschedule me for Noon.
I was extremely disappointed and explained to her that I was in town since 8:30 am.
She did not seem to care, so I had to reschedule my appointment and assured her that I will be at the place at 11 a.m. I also asked her why she could not notify me earlier, to which she responded that she tried, but could not reach me. I did not have any missed calls on my phone.
When my girlfriend and I showed up at 11 a.m., the rental place was dead. A guy at the register asked us to sign liability forms which included all of our private information: driver license, social security and etc. He also said that he needed to make copies of our driver licenses.
I wanted to make sure that all of our personal private info will be kept safe, so I asked him if they have a shredder or if after the tour I can have my paperwork back. He assured me that it will not going to be a problem. He also made a reprint of my credit card.
Then he was called by the woman to come on the back of the rental.
I recognized her voice and could hear that she was telling him to charge us $25 reschedule fee. After he came back, he told me that I will need to pay $25 reschedule fee. I asked to speak with the woman.
When she came out from the back of the rental place, she pretended that she had no idea who I was, although I could hear what she was saying just two minutes ago.
I asked her why I am being charged $25 fee if she was the one who called to reschedule the second time. I asked her in a friendly manner to waive the fee. She sounded rude and did not want to do it. So I asked her to show me does it stipulate on their policy that $25 reschedule fee applies. She refused to show me the policy and stated that it is up to her not to let me use the equipment at all, although it was already paid in full!
I was unhappy and told her that I needed my paperwork back. She replied that she is not giving it back to me and will shred it herself. She has a shredder on the back.
I told her that this was not going to work for me. I asked her to give it back to me or to bring the shredder and shred it in front of me. She refused to do so, so I told her I will be calling a police, which I did.
While I was outside talking with a police officer, the woman got scared and tried to talk to my girlfriend. At this point the police office advised me not to talk to the woman at all.
She tore apart the copies of our driver licenses and the forms that we signed and gave it to my girlfriend.
I saw her doing that and told the officer that, there is no need to come because I have my information back. I look through the paperwork and saw that I did not get the reprint of my credit card back.
When I approached the woman she told me that she shredded it already. I asked to show me the pieces of the shredded paper. She refused, so I called the police again.
The police officers came and I explained to them what just happened. They went inside and talk to the woman as well. They asked her to bring the reprint of my credit card which was missing. She lied by saying that she gave it back to us. She was telling me that she shredded the reprint. It was nowhere to be found.
Strange, right???! Wasn’t it supposed to be in the shredder? I guess not, because even the police could not find the shredder inside and believe me, they looked around the place.
Lady, if you reading this, just a suggestion, when you are dealing with people’s personal information, you might want to invest $25 in the shredder.
Do not rent from them!!!! How many people go through that rental per week? I want all of you to know that you private information, such as copies of your credit cards, driver licenses and social security numbers get thrown in the trash! Later we wonder how we become victims of identity-theft. That is exactly how – people who have no concept about running a business cause us to suffer!
I had no idea that I was about to encounter everything else, but the snowmobile rental which I already paid for through Expedia. I am in the middle of getting my money back and sharing my lovely story with Expedia as well.
Not to spoil our day, we went to Frisco and rented a snowmobile there!
Good luck to all of you!!!
