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:06/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 prepaid for a ride to and from my 2nd home at ***********************, ******** and to the airport. Pick up had issues, as driver arrived 30 minutes early and argued with my husband who we confirmed from my order i requested a 6:30 AM pick up not 6 AM. Driver was rude to my son and daughter in law when they came out to Van to pack luggage. the rest of the ride to the airport was uneventful. i had set a time for pick up then from the airport when we flew back in on 6/21 for a ***** pm pick up. initially our flight was delayed so i called and emailed them and they confirmed they monitor the flights and sent me cell phone number of our driver. Once we arrived in phoenix, i called the driver who told me she declined our pick up and could not pick us up unless we wanted to wait 1.5 hours for her. We asked for the order to be cancelled (which i had already prepaid for the service) and she told me to call the office for a refund. I had to pay two lift drivers to take all of us home so i paid twice to get a ride. i called the office twice to ask for a refund and both times, i was hung up. I was not rude so there was no reason for the hang **** i will NEVER EVER recommend this company to ANYONE.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 5th April 2025 I made a reservation with this company to take us to the airport on Saturday May 24 at ***** a.m. They confirmed my request and charged $50.60 to my credit card. On April 6th I realized that because my wife and I were leaving permanently to ********** we would have 4 very large suitcases, 2 carry on bags and other hand baggage (all allowed on first class AA Flight) so explained to Airport Shuttle of Phoenix that we would need an *** to guarantee room for all luggage. They accepted this 'upgrade' and charged a further $35.65 (new total $86.25) to my credit card. On the evening of May 23 (day before booked trip) they sent an email (which we did not see until the morning of May 24th) stating that the *** we had booked and they had confirmed was no longer available. We expected them to at least send some vehicle, but by ***** a.m. there was no vehicle. At ***** a.m. we ordered a Lyft *** and arrived at airport in good time for our flight. As Airport Shuttle of Phoenix cancelled the booked *** we asked for a refund. After several emails they eventually responded stating that I had cancelled the booking and within their time frames was not entitled to any refund. This is a very clear case where they obviously used their *** for a more lucrative engagement and left us with no options. They claim to be a company of repute, but the obstacles they put in place (you cannot speak to them about refunds) are set to make it beyond difficult to receive legitimate compensation.

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  see Attached document

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On April 25th I had contracted with Arizona Shuttle Service for my wife and I to be picked up at ********** Airport in Phoenix at 4:00pm We where charge a extra fee to have two extra bags of luggage picked up with us. The driver did not show up at the appointed time and when he showed up a half hour late I was quite upset as my wife was getting sick from all the car fumes in the airport and we where both getting hot. The driver showed no concern about being late and looked more like a gangster the a shuttle driver. Both my wife and I felt uncomfortable about riding with him. Then the vehicle he brought was not able to accommodate our luggage we paid extra for with out some being placed in the back seat with us. I argued that this was wrong and since we had to pay extra for the luggage we should not have been asked to have it in the back seat with us. We got into a heated argument about this. I was then informed by him that he was an independent contractor and I could take it or leave it since he would get paid either way. We decided not to accept the ride because we were already unhappy with him. We took a taxi home. I feel since Arizona shuttle service did not inform us there drivers were independent contractors not actually employees representing them and could not provide the service they made us pay for they should refund the price of this ride. I have reached out to them twice now with no response and was hoping you might have better luck. If a company charges for a service and cannot provide such service in a professional way I dont see how they can charge for it. Please let me know how this can be resolved. At the very least I deserve a refund for baggage fees they could not accommodate I would think. If I was comfortable riding with just any independent contractor I would have called a **** or Lift but I was not and was under the impression that this was a professional company who hired professional and trained drivers which proved false. Very misleading.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 called Arizona Go shuttle service and arranged for transportation; they told me to complete the form online. I typed Arizona go in the search bar, and this company's form appeared. I filled it out, requested a ride, and paid $172.51 with a credit card. I didn't realize I had been "scammed" by this company impostering as **********. About 2 hours after I scheduled the ride, I got an email from this company canceling my ride. I called Arizona Go, and they said they never received my request. That is when I realized this company had misrepresented itself as Arizona Go. Since they had requested or sent me my cancelation request, and I assumed they were not sending me a ride and I used ******* Go for my transportation. I informed my bank that I'd been scammed and have already requested a dispute. This company denied my refund request because I needed to cancel within 48 hours of my ride, which is very frustrating since they are the ones who canceled. If this company had not sent me the cancelation email, I would not have known that they had tricked me. I talked to the ********** owner; he said this happens often, and he doesn't have the money or time to fight them. According to the ********** owner, they imposter other companies as well.

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 booked an airport shuttle with Airport Shuttle of Phoenix for Friday the 6th from ********** to our home in ******. The evening of the ride the driver did not show up. We called his number and the emergency number of the company and both went to voicemail. I paid $208 in advance. When I emailed them the next day I received a response that I canceled the ride and was not entitled to a refund. I responded that in no universe would I cancel my wife's shuttle home after a long flight and leave her stranded on the curb at night. I then called their emergency number again and it went to voicemail. I called their reservation number and the person I spoke to said they would not connect me to management and I could only reach them by email. I have yet to receive a response from management and after reading Yelp, *********** and ****** reviews, I realized THIS IS their business model. There are many reviews similar to my story. So these guys take advanced payment on their bookings, don't provide the service, refuse to refund the cost and don't allow the customer to speak to management. How are they allowed to operate when this is a scam, fraud, whatever you want to call it? You can see in the attached the cancellation email was sent to us the day AFTER the ride was scheduleD They are clearly responsible for not sending a driver and are trying to say we canceled AFTER the fact

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 travelled from ***** to Phoenix on Sept 30, 2024, to return to ***** on Oct. 3, 2024. I had made arrangements with this service to pick me up on Sept. 30 at 0830 to go to **********. Once I landed and obtained my luggage, I recieved a text informing me that a driver could no be found to take me to my destination. I then called the service, and they said that they had texted me and to make other arrangements. I informed them that I was in the air on airplane mode and the first I found out about this was when I gathered my luggage. I then said I would make other arrangements, and I got a Lyft. I said to cancel my reservation. Upon the return trip on the 3rd of October, I had made arrangements with Lyft to deliver me back to the Pheonix airport and when I got to the airport, the shuttle service called and said that I was in error as a driver had come to pick me up in *******. I explained that I had cancelled. The person then said she would refund me the trip from the 30th but not the 3rd. Since I was at the airport and ready to board, I got back to ***** before responding in a private area, and asked to have the 3rd refunded. She said first that she could do 20 percent or something, and I said no, then she raised it to 40, I still said no, then she got permission to refund the whole deal..with the cavaet that I fill this e mail out, which I did and proceded to do over three times and four phone calls after they said they would credit my card. Since I didn't get resolution since the last call last week, I called to day, at ********************************************* "ya, I see your ticket and we haven't acted on it." I told her to please expedite it because of the principal and integrity of the matter. She said she would forward it to refunds. I said please do as I do not want to have my credit card company or the ******** get involved, and she aske me what my problem was as she said its being resolved and hung up on me. ** on this **** poor company. We'll see.

• Initial Complaint

  Date:10/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On October 3 2024 I arrived into *** with my husband and we had booked a luxury ride SUV to Sedona with this company. I had booked with them in many other occasions and had no issues. I always booked with them because they were private rides and would get us to our home in ****** quickly. I connected with our driver on landing in Phoenix and he advised he was running late and also we would be waiting on another plane to land for those passengers. I couldnt wait because of a work meeting I had to attend in ******. I called the office and explained this and the dispatcher said ok , she would send me the refund information via email. I sent the email to the business thinking they would understand in particular because I booked for a private ride not shared and I didnt have time to wait for the now shared ride. However they emailed me back they would be charging me the full price since I didnt cancel in a four hour window. I explained Ive never booked a shuttle with them and how could I cancel not knowing this would happen when we landed ? I also shared their advertising on the website clearly says no shared rides . They replied back no refund would be given. The ride I paid for but didnt receive was $281 . I had to **** instead and it was actually cheaper . But Im tremendously frustrated with the lack of any refund on the part of Airport Shuttle of Phoenix.

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 booked airport pickup for 3 people and luggage on Sunday, August 18th and that meant either a sedan or an SUV. They ended up sending an SUV which was fine. Then they up-charged me the next day an additional $52 because it was an SUV and not a sedan. I called them to tell them that they never told me an SUV cost more (it definitely didn't say that in my email confirmation) and that I wasn't paying the extra money for an upgrade when I wasn't told that this was the case, and it wasn't in my reservation (which clearly states Shuttle, SVU, or Sedan). The snotty receptionist told me that the owner "doesn't give refunds." Oh yeah? I fought and won back my money thanks to my credit card company. These people are dishonest, so find someone else to take you to the airport.

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date confirmed was November 26th, 2023, Return trip from H313931****3236323531H Airport to ***********.Company was Airport Shuttle of Phoenix.Pik up day was December 4th, 2023, flight # **** WE order a private door to door pick up and drop off both directions this was the return ride. when we got to the airport the driver texted us where to meet him (****) upon arriving at meeting point **** put our luggage in the back of the 1 -2 people vehicle (per their policies) then told us he had another pickup also. We informed him that we booked private, He then told us that his supervisor said there was no way he could drop us off and make it back on time to pick up the other person. We soon found out that the other couple lived in fountain hill, we were total taken back at the fact it was two different sides of H313931****3236323531H. Thats where the disagreement started, they didn't want to go to ********, and we didn't want to go to ******** Hills the driver decided to go to ********************** first forcing us to take an Hour drive out of our way. I called to complain and ask for a refund, but they have a no refund policy and if you stop or don't pay, they turn you over to collections immediately with threats of more fines and penalties. All I would like is my fee for my return trip which amounts to $79.45. My inconvenience loss of time and money is worth a lot more than that.