Complaints

This profile includes complaints for Shuttlefare.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shuttlefare.com LLC

  222 Old Boston Post Rd Old Saybrook, CT 06475-2229

• 

  Shuttlefare.com LLC

  2275 Corporate Cir Henderson, NV 89074-7719

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:10/21/2024

  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.

  They used my business without my consent as a transportation vendor. I want it to be removed off their fraudulent website. I do not know who this company is as their reviews horrible and they have an F rating with the BBB. I will seek legal action against this company if my business name is not removed from their website immediately.

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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.

  Paid the online price quoted for round-trip transport from airport to cruise terminal. Got a last minute email from company demanding that I pay an additional 62.00 for the dame service for which I already paid. When asked why the additional charge was for, was repeatedly told there was an error in what I was originally charged. I provide proof of the quote I was given when the initial reservation was made and proof of payment for that quote. No further explanation was given . Just said "sorry we cannot pick you up unless you pay the additional money" . I asked to where my original payment was applied and why I am now at the last minute being asked to pay more. No explanation, just a repeat of the same response. Need more money or we cannot pick you up.

  Business Response

  Date: 02/15/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience you experienced regarding the discrepancy in the quoted price and the subsequent demand for an additional payment.
  Upon reviewing your case, we acknowledge the frustration caused by this situation. We understand your concern regarding the unexpected request for extra payment, especially after providing proof of the original quote and payment.
  Please be assured that we take such matters seriously and are committed to resolving this issue promptly. We will thoroughly investigate the discrepancy and ensure that appropriate measures are taken to prevent similar occurrences in the future.
  In light of the inconvenience you've faced, we agree that a refund of the disputed amount is warranted. You can expect the $60.20 to be refunded to your original payment method promptly. Additionally, we would like to extend a gesture of goodwill to express our regret for the inconvenience caused.
  Once again, we apologize for any frustration or inconvenience this situation has caused. Your satisfaction is important to us, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  If you have any further questions or concerns, please feel free to contact us at your convenience. We are here to assist you in any way we can.
  Warm regards,

  Customer Answer

  Date: 02/16/2024

  Vendor states that they have issued a refund, but I checked my account and the refund still has not been issued. It is  now way past the 10 days  that they indicated was need for the refund to post. for refund. 

  Customer Answer

  Date: 02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  REFUND HAS NOT BEEN POSTED.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/16/2024

  Was refunded on Jan 29th, receipt was sent today.

  Customer Answer

  Date: 02/25/2024

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

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair 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.

  Shuttlefare is leaving my wife stranded in ******* after her flight was changed due to weather in the U.S. They refuse to refund or help after I paid $300 for a ticket. They just tell me to call someone else or buy a new shuttle. Per there refund cancelation policy they are to refund if I request a cancelation with more than 4 hours before the pick up time.

• Initial Complaint

  Date:12/27/2022

  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 Tuesday, December 20th, I booked a car with ****************** My request id was *****. I made a reservation for a ride from ******** airport to * ***** ***** ********* **** ********* for January 3rd, 2023. I paid $865 US. I had hoped to receive a confirmation email or phone call - I did not. So I attempted to call the number provided - ********** with the name Elizabeth W*******. There was no connection for that number. So I attempted to email the email address provided - r***********************************. I received an email that this email address didn't exist. So I filled out a form on the ***************** site explaining the situation and that I felt I had booked a bogus ride. No one got back to me. So then I called ***************** yesterday **********. They gave me a new email to try - *************************************. Again, I have received no confirmation. It is a 3 hour drive from ******** to Merimbula. I am thinking I am going to have to re-book to feel secure that we actually have a ride. I would like shuttlefare.com, which owns *****************, to refund the money to my ******** ******* Credit Card that I paid with.

  Business Response

  Date: 01/11/2023

  The matter was resolved via our customer support.  If there remains any pending issues, please contact us.

• Initial Complaint

  Date:12/15/2022

  Type:Billing 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.

  Date of transaction November 25th, 2022. Signed up to drive as an independent driver for shuttlefare through a link on their website to a vendor called ********. After sign up, it said a representative would contact me and I would be able to access their site functions. No one ever contacted me and I tried to find some info on ******** on the web. I never gained accese to anything either. Rsearching on the web, I found no such company called ******** that existed on the internet except a hovercraft company in the **. No number. No address. No website. No nothing at all. I wrote to Shuttlefare about the issue and that I wanted to cancel before they billed me, but no one responded. After 10 attempts, I finally got a customer service representative on the phone who said they would contact another customer service rep for me. A rep did contact me through email where I explained everything above and wanted a refund, but then she refused to reply after 3 attempts. On the 25th of Novemberl shuttlefare billed on my debit card for services never rendered, and not even available. $49.95 being the total. I've tried several times to contact their corporate offices and their attorney, but they hang up on me. If you're able to help wonderful. Would be greatly appreciated. If not, I'll have my attorney file a law suit.

  Business Response

  Date: 12/15/2022

  ******, I'm very sorry about this.  The rep we had doing this must have missed your request. I'll be reaching out to you today, this is not a complicated process, we should be able to get you active within 24 hours.  I'm very sorry about the lack of communication on our end and that you had to resort to BBB to get anywhere.  I can assure you, we will be a solid partner in your business and generating bookings for your transfer company.

• Initial Complaint

  Date:11/21/2022

  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.

  Contracted with Shuttlefare LLC on November 9, 2022 to provide round trip transportation from *** ********* to ******* **, ********** ******. Reservation ID *******. Reservation was for 11/16/2022 at 1:15pm-----Return was for 11/18/2022 at 5:15pm. Reservation *******, from the ********** ****** in ****** to ***. There was no problem with the *** to ********** ****** (*******). We were picked up on time. However, for the return reservation from the ********** ****** to *** on 11/18/2022, nobody arrived by 5:15 pm so I texted Shuttlefare----they said that they were too busy and that they have canceled the return portion of my reservation and told me to find another way to get to PIT. Shuttlefares own policy would require that I give them 24 hours notice for a cancellation or else I would be charged----however, they left me high and dry to find me own way back to PIT, with virtually NO NOTICE. I expect a full refund of $203, NOT JUST FOR THE ****** TO ***, BUT FOR THE *** TO ********** ******. If Shuttlefare requires a 24 hour notice, the same should be applicable to them---I HAD NO NOTICE---THUS, THEY HAVE VIOLATED THEIR CONTRACT WITH ME AND SHOULD RECEIVE NOTHING. I EXPECT A FULL REFUND, $203.00 TO BE REFUNDED TO MY CC.

• Initial Complaint

  Date:08/22/2022

  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 a ride from shuttle fare in the morning of August 16, 2022 for a pickup at the ****** airport that evening. The plane was delayed and so I missed my connecting flight in *******. I text for a refund but the response said there's was no refunds within 24 hours. I called and talked with someone who said there would be no problem with a refund but to wait until morning during work hours. Well I have not received a refund nor any replies to my inquiries. I would expect someone to at least talk to me. I also expect a refund. This business needs to accommodate for dynamics in air travel.

• Initial Complaint

  Date:07/27/2022

  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 July 2, I ordered a car service from *** **** *** ******* *** ***** *** to ****** ******* ** *** ******* I did so after I spoke with a Shuttlefare customer service representative who told me to order the MPV-5 vehicle for 4 passengers, 5 suitcases and 4 carryons. There was no option to change the default number of passengers in the web platform, but the rep told me to just specify the passengers and luggage in the notes. The day before the ride, on July 6, the driver told me he would only take one passenger, because that's what Shuttlefare ordered. I contacted Shuttlefare online, and on July 7 they responded via text message (I have the records) to say that the driver would only take one passenger. I canceled the order, and the Shuttlefare customer service rep told me, via text message, that he would contact the transfer company to process the refund. I also spoke by phone with another customer service rep from Shuttlefare, who told me the same thing. They now refuse to refund the money, $129 in total, falsely saying that I was a "no show". I have the text message records in which they confirmed the cancelation and said they would contact the transfer company for the refund. I paid by credit card and have also disputed the transaction with my credit card company. I also have the email records of Shuttlefare refusing to refund the money and falsely saying I was a no show.