Return trip was the problem with us with Mears on our last trip. We had been standing there waiting for the bus for about half an hour (it was 15 minutes late) and when it pulled up, it waited TWO MINUTES before leaving again. We did not have time to board it and it pulled away as we watched. I called customer service and they told me we were marked as no-shows. There were at least 20 people standing around out front of the resort. They did not send the bus back or offer any solution. We were left to figure out last minute transportation so we could make our flight with our two young kids. And after the fact, customer service confirmed that the bus only stopped for less than two minutes, and acted like that was not a problem, blamed US, and acted like they were doing us a favor for refunding the money for the return trip. No apology, nothing. After some research I've found that this is a known issue, and that sometimes there is a specific spot for pick-up, like a certain bench or area that you're supposed to be at. However, if that's the case, no one ever told us about it. I checked and double checked all the emails to make sure I didn't miss anything, but no such thing was ever communicated.
I am very very reluctant to use them again, but unless we want to spend double for a private service it feels like we don't have a choice now.
