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:23/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I am writing to file a formal complaint against Cold Shot, a bus company. I recently encountered a significant issue with their service and believe it is necessary to escalate this matter for further investigation and resolution.
  
  On 23rd June, 2023, I had scheduled a trip with Cold Shot from the ****** ******* terminal, departing at 6:50pm. However, upon arriving at the terminal at 6:30pm, I was dismayed to find that the bus was not present at the scheduled time. I immediately contacted their customer service to inquire about the delay, and the representative informed me that the bus was running 10 - 15 minutes behind schedule.
  
  While waiting at the gas station, I was shocked to witness the bus departing without any prior notice or communication. I promptly called customer service again to seek assistance, but the representative displayed a lack of empathy and failed to provide any satisfactory solutions. Their response, along the lines of "sorry, there is nothing we can do," was highly unprofessional and unsatisfactory.
  
  Furthermore, I was not provided with any alternative solutions, and the representative did not even suggest putting me on the next available bus. As a regular passenger of Cold Shot, I am aware that the bus usually makes a stop near *********. Consequently, I searched around ****** ******* and ********* locations multiple times but could not locate the bus. The lack of clear instructions or communication regarding the bus's changed location is deeply concerning.
  
  I have attempted to address these issues directly with Cold Shot, but their response and handling of the situation have been unsatisfactory and unhelpful. Therefore, I believe it is necessary to involve the ****** ******** ****** to ensure that this matter is thoroughly investigated and appropriate action is taken.

  Business Response

  Date: 14/07/2023

  Hello,

  Greetings from Cold Shot!.

  In regard to the concern of the passenger under the name ***** **********. We wish to inform you that we have contacted the customer directly and already resolved this matter.

  Regards,

  Team Cold Shot.
  

  Customer Answer

  Date: 17/07/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20230465, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:27/09/2022

  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.

  I have taken this bus many times and had many family members utilize it (picking them up). Their bus station had a fire and they moved the pickup spot 2 blocks up the same road. They adjusted it on the small print of the tickets (but it is the same street...). When we arrived, 30 mins early, we waited at the usual location that has the MOVEABLE sign at it stating this is the pickup spot. We waited until 10 minutes after the time, phoned them and they said it was up the street two blocks. I asked why they didn't move the sign and they stated there was a sign on their office door (it was a sticky note). When I told them please just put my daughter on the next bus, calm, I was told no refund and it is my fault. I commented I work for a big business, nobody will use them again, I was told they won't take language like that and hung up on me. I had to pay a full price ticket for an other ticket. Even if they had offered 50% off and had some empathy it would have been appreciated. Had I dropped my daughter off and driven to work, she would have been stranded in an unsafe part of Fort McMurray. All they had to do was move the sign and perhaps put a warning for those who utilize them all of the time. The small print address is all they changed, just the number as the street was the same.

  Business Response

  Date: 07/10/2022

  Hi *****,
  
  In regard to the complaint of the passenger. We wish to inform you that we've reached out and offered a ride/credit to the passenger. The passenger is fine with that.
  
  Thanks & Regards,
  Team Cold Shot.