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Business Profile

Chauffeur

Blacklane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Chauffeur.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints 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 status

Complaint type

  • Initial Complaint

    Date:11/11/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Im writing to express serious concerns regarding Blacklanes current driver priority system based on ratings, which I believe is having an unfair and detrimental impact on drivers like myself who are part of a company with multiple drivers. According to the system, ride priorities are determined by ratings, but this doesnt accurately reflect the quality of service provided. For example, a solo driver who has completed only one trip and received a perfect 5-star rating is ranked above our company, even though we have multiple drivers who have completed hundreds of trips and maintain mostly 5-star ratings. However, a single 4-star rating from one of our drivers negatively affects the entire company, deprioritizing all of us for months. This results in extended periods without work, sometimes for months, which is especially concerning as we have significant expenses, such as luxury car payments and commercial insurance, that continue regardless of whether we are receiving trips. Furthermore, when we receive an unfair low rating and dispute it successfully, Blacklane fails to update it on their end. While the rating might be updated on our phones, the old rating still affects our priority status. We know this because we receive automated emails every week showing the outdated rating, furthering the unfair disadvantage. Additionally, there is no transparency or clear communication regarding why we dont have priority or when we might start receiving work again. We are left in a state of uncertainty, with no clear expectations or support, which severely affects our ability to earn a living.

  • Initial Complaint

    Date:09/18/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 August 6 I booked a car transfer with Blacklane - it was a complicated transfer involving an international move with a cat - the ride was a long (and expensive) one involving a ferry. The ride is scheduled for On August 8 I spoke with a Blacklane *** who told me the ferry was included and everything was good and the price was correct.On or around Sept. 13th I called Blacklane again and spoke to customer service *** to confirm details of the ride and price including Ferry. I was told it was all set - the price included the ferry and that I should not worry. The ***resenatative said he would double check everything and call me back. He never did.On Sept. 18th (day before travel) a get a call around 10:30 AM telling me the booking has been canceled because of the ferry situation. This is @ 24 hours before the ride is supposed to take place. I call Blacklane - takes forever to get through to a human being - and speak to an agent - I explain the situation to the agent and ask to be transferred to his supervisor. His supervisor, Khyme, gets on and says I was called for the Cancellation because the pricing for the ferry wasn't included and that it isn't canceled yet and she will "see what she can do". I spent two hours on this already today.

  • Initial Complaint

    Date:05/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My experience with Black **************** was awful! I scheduled a 5:45 a.m. pickup for my father to the airport, providing clear instructions for entry and pickup location. The driver, however, failed to follow these instructions, forcing my father to go down three flights of stairs, walk to the gate, and hail the driver down on the curb! When I raised my concerns with the company, their response was completely absurd and inadequate, stating that drivers aren't permitted to enter premises. This policy isn't stated on their website and contradicts the practices of other car services I have used in the past (i.e. Uber, Lyft etc).The service my father received is completely unacceptable. No one should use this car service!

  • Initial Complaint

    Date:11/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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 hired and booked the service I tried to cancel in the appropriate timeline Their website conviently didnt allow this I called the company and they did not respond untill after the allowed cancel widow expired.

  • Initial Complaint

    Date:07/09/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    A fraudulent transaction was made through the company, Blacklane, which is a chauffeur service. The business has no customer support contact information where I can report a fraudulent transaction. Someone by the name of *********************** used my credit card information and purchased a service from Blakelane on 07/09/2023 for $76.98. I have looked all through Blacklane website and there is no contact information to resolve this issue. Please help me resolve this issue with the company and reviece a refund for the amount fraudulently taken. Thank you.

  • Initial Complaint

    Date:06/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    During my attendance to ASCO congress , last 2nd June 2023 , approximately 5 PM , I took a car from Mc ************************* in ******* to 12 S Michigan Av. It is a short distance. I am really surprised as the company car charged 120 USD in the **** card for that distance. We agreed on 40 USD ( even is so expensive) so I do not understand why they charged me 100 USD + 20 USD tip .I have attached the email with the receipt in the emial I sent to: ***************************************************** The car did not have any displays and/or sort of clock to track distance. It was probably from a private company.The following day I had a phone conversation with a representative of the company ( # ************) ; probably the same driver and he told me he would cancel the transaction and would send a new one with the sum of 40 USD but it never happened.I have also sent an email to the company but nobody answered.While in ******* I went to the BBB Better Business Bureau (****************** Dr) and the suggestion was to send an email to: *****************************************************. Actually, It is first time something like this has happened to me in this country. I would really appreciate your support/ suggestions on this. This is an unacceptable situation. I have also reported this event to **** , and they are following a process on this.best regards.

Blacklane is NOT a BBB Accredited Business.

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