My BF and I, my family and my extended family members traveled with them from Miami to Key West in November of 2009. Loved the trip so much, we bought a gift certificate for my BF's boss and his wife as a Christmas present.
Approximately three months later, Key West Express stopped using the port in Miami. At this time, we requested a refund as they other ports were to far away from us. We waited over a year, nothing.
When I contacted them again, in November 2010, they claimed a refund had been issued but refused to provide me with information on the credit card account number that had supposedly been refunded. The woman I spoke with, Ms. Linda Miller (General Manager/Owner), claimed they did not have access to this information and further claimed it was "illegal" for her to have my credit card account number! She further insisted that she had mailed me a copy of the refund receipt at the time it was issued. I had received no such copy. I requested she mail me another copy.
While waiting for this receipt to arrive, my BF and I backtracked on ALL of our account statements and could find no such refund. When I contacted Ms. Miller again, I found out that she had mailed the receipt to my prior address, which meant it would be sent back to her as the forwarding order had expired. She promised to send me another copy. I did not ask her again about the whole issue regarding the account number that had received the credit as I was sure it would be indicated on the receipt copy.
In December 2010, I finally received this so called "refund receipt copy" which turned out to be a generic receipt that just read " Visa ($204.00) 11/08/09. It did not indicate any account number and it was NOT a credit card refund slip. This was something that could easily be prepared on a computer and did not contain any specific refund information.
I then wrote Ms. Miller a detailed letter and sent it to her via certified mail on January 13, 2011. In my letter I explained that the documentation she sent me proved nothing and that it was unacceptable that she could not provide me with the account number that was supposedly credited. To date, I have not received the courtesy of a reply.
I've been in business for many years. I owned my own company for 15+ years and for the past 11 years have worked as the Manager at various businesses. Over the years, I've had several occasions where it was necessary to issue someone a refund on their credit card. I've NEVER told a customer that I didn't have "access to their account number" nor did I fail to provide them with a refund receipt detailing that account that was refunded. If someone needed proof of a purchase or refund that was excessively old but processed through one of my companies, I know I could obtain the needed information through my bank or through my merchant services processing company.
Ms. Linda Miller and Key West Express are both VERY UNPROFESSIONAL! It's very possible that an error was made someone else's card was refunded but we can't get to the bottom of this since she claims that they "don't have access to the account information". Today, March 9, 2011, has been my first day off in quite some time and I've called her office twice and both time left messages for her. I still have not received a phone call in return.