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Business Profile

Delivery Service

Karmel Shuttle Service Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:11/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    We used the shuttle company to transport our family of 9 from the **************** to ********************. They shuttle guy was putting our luggage in the back and as he was doing so he broke off a wheel of one of the suitcases(we all heard a loud snap as he threw it into the van). I picked up the wheel and said the wheel broke off. We checked to see if it snapped off and was broken or if it could be put back on. It was broken off. I contacted the shuttle company once at the airport to report the damage and would like compensation for the broken wheel. They eventually had me email them and send pictures. After a few days, I heard from them and they said the shuttle driver said the wheel fell off as he was lifting it up before he put it in the van(not true!) After another email back they offered a $50 travel voucher to use them again. Ummm, we only take this trip once every few years and so we won't be using them again. We would just like to be reimbursed since we had just bought the luggage.

    Business Response

    Date: 11/11/2024

    Dear ****** ******,
    Thank you for reaching out and bringing this matter to our attention. We understand your concern regarding the luggage issue during your ride on October 26th.
    However, as a company, we are not responsible for damage to luggage during transport.

    We carry over ****** passengers each month, and while luggage-related incidents are very rare, we do want to clarify that these types of situations fall outside of our responsibility as a driver, company or affiliate of carrier. Driver's always make an effort to handle luggage with care, but damage can sometimes occur. The damage may have been caused when the luggage came off the curb. There is no way to know when or how the damage occurred. This is another reason the driver is not responsible for damaged luggage while loading, in transit or unloading.

    Since you mentioned that the luggage was new and you have a receipt, we recommend you contact the store or manufacturer where the luggage was purchased for assistance with a return or replacement. They should be able to help with a warranty claim or provide a replacement if it was defective or damaged soon after purchase.
    We hope this resolves the matter for you, and if theres anything else we can assist with, please dont hesitate to reach out.
    Safe travels and thank you for your understanding.
    Best regards,

    Karmel Shuttle Management

Karmel Shuttle Service Inc is NOT a BBB Accredited Business.

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