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:06/21/2024

  Type:Service or Repair 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.

  On June 12, 2024, after landing at ****************************, I was attempting to locate an Uber pickup spot to order a car. I had four bags, two of which were very large. The 5280 taxi cab driver took my bag and said he could take me. I gave in and let him. He did not have a meter in the car, only GPS. I asked about the fare, to which he responded, "you'll see when you get there." The fare was $165.00, to my astonishment. My friend who lives there said that is crazy, that cabs are usually $75.00 to / from the airport. The driver did not provide me a receipt. I have called the "office numerous times, starting the following morning, to obtain a receipt. The dispatch stated that "our drivers are independent contractors", and he would "try to get something". After calling four times, my patience has worn.

  Business Response

  Date: 06/21/2024

  Hello,
  
  After reviewing all the information from the driver and our dispatch team, it appears that the fare charge of $175.96 (48 miles * $2.80 + $0.40 per minute + $15 for tolls) was accurate.
  
  Mr. **** contacted our dispatch department, and unfortunately, communication was challenging. Despite our efforts to explain the charges, he was very angry and difficult to communicate with. Attached is an image of his receipt, which shows he signed and gave the driver a tip of $35. A copy of the receipt was also provided to Mr. ************** hope this helps resolve the issue.
  
  Best regards,
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21867778
  Hi Whitney ************ am rejecting this response because:
  I do not have an issue with the cost of the trip. I have two, well, now three issues:
  1) The driver did not provide me an opportunity to get my Uber app opened up. As I was walking to the **** area, I came across the taxi stand first. I stopped to open my Uber app and look for signs for the Shared Driver section of the arrivals at the airport. I had two large pieces of luggage (one oversized), four items total, so I stopped to rest and get an idea of where I was. The 5280 driver asked if I needed a ride. To be polite (I did NOT want to take a cab), I told him that I didn't think would fit in the car. Without my acceptance, he grabbed the oversized (golf clubs) bag and threw it in the trunk. Stupidly, I obliged his offer. As we were leaving, I asked where his meter was. He pointed to his GPS. I asked how I will know the fare, and he said, "You'll know when you get there".  

  2) I called immediately the next day and POLITELY asked the dispatch to get a receipt, as the driver did not provide one (I am sure he was displeased I did not tip him). The dispatch personnel told me, "drivers are independent contractors, and he cannot provide me one. He would have to reach out to the driver to get it". I did not hear back from him at all that day. 

  I called back three consecutive days, knowing you catch more flies with sugar, and requested in the same manner each day, with the same result. No call back. Finally, the last time, I did give the dispatch a little ear full.

  3) The dispatch is the one who started in on me, telling me I should have taken an Uber. Once he started in on me and telling me what I should have done, then I got into it with him. I was nothing short of polite when calling the first four days with zero response. For him to say that I was the aggressive one is a complete lie. 

  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/15/2024

  Then I guess you guys are a joke. They provided SOMEONE ELSES receipt.
  Not mine.
  
  Thats what I am saying. They are a joke. They run a shotty business. And now I know the BBB is just as shotty.

  Business Response

  Date: 07/22/2024

  I am looking for solutions to address this issue without focusing on who is at fault. ******** fare was a legitimate charge, and *************************** did tip the driver in addition to the fare. His dissatisfaction appears to stem from the fact that a rideshare cab would have been cheaper, making his complaint unfounded. Given the numerous aggressive calls and voicemails we have received from ******************, I believe it may be necessary to offer a partial refund to prevent further harassment.
  

  Thank you, 

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21867778
  
  I am rejecting this response because:
  This business is lying. I have already provided a copy of the "receipt" they provided. It is clearly for someone else. The name doe not read "*****************************". It is an **************** receipt. My company has a **** card. I refused to tip the driver. "Tips" is an acronym for "To *********************** and I did not receive proper service. The driver refused to provide me information that I requested. My merchant declined the payment based on the evidence I provided them.

  I have not left "aggressive" voicemails. This guy is making up stories. I do not require any further action. I just want you to be able to make others aware of this bogus activity. 

  
  Sincerely,
  
  ***********************