Complaints

This profile includes complaints for Old City Shuttle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Old City Shuttle has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Old City Shuttle

  Orange Street Saint Augustine, FL 32084

• 

  Old City Shuttle

  1 Cordova St Saint Augustine, FL 32084

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:04/23/2024

  Type:Order 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 11/01/22 my wife, ***** ****** booked a ****** ** ****** ** **** **** Limo tour. This tour was to take place on 12/24/22 at 6pm, We paid in full at the time of booking. This trip was booked as a family Christmas present. We had several family members traveling to stay with us from all over the U.S. The morning of the trip we recieved a reminder text about our tour, later that afternoon a cancelation notice because of weather. It was clear, but cold outside. We were offered to reschedule, we did so as soon as the schedule was available to do so. On 3/5/23 we rebooked for 12/23/23 at 7pm. Our initial reservation included several minors who were going to meet the age cutoff before the next trip so we paid the difference. I have attached those reciepts. Then on 12/23/23 at 11:56 we recieved a group text "we being ALL the people who had booked for 12/23/23" that our trips had been cancelled due to mechanical issues. From start until today we have over 30 emails between my wife and Old City Shuttle, we asked for a refund as soon as they cancelled on us last minute for the second year in a row. No Response, we tried multiple times to get a refund, no response. We have the email chain for all of this. We tried calling 100s of times over the last year, no one ever answers but we left several messages. I finally got a real person on the phone today. A male who did not answer the phone "Old Town Shuttle" simply hello. I asked if this was Old Town Shuttle? He replied yes, I began explaining to him that we had dealing with trying to get a refund for months. He hung up on me and would not answer again. I left another voicmail advising, i would be reaching out to the **** ******** **** ********, ***** ******** ******** ****** as well the BBB. This company is in breach of contract and refusing to provide a service that they have been paid in full for. That is theft any way you look at it. I simply want my $194.32 refunded.

  Business Response

  Date: 04/23/2024

  The customer was given a Full credit as agreed. Their bank agreed with us. This is now harassment.

  Customer Answer

  Date: 04/25/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:We tried rebooking and I have just attached the communication from this week.  They “Red Flagged” our acct, then proceed to ask if we left a negative review or filed a complaint. Of course we did, THEY cancelled on us last minute 2 bookings in a row. Then refuse to give us a refund. The bank agreed a credit was deserved but did not reverse the charges so Old City Shuttle still got paid but now won’t even allow us to use the credit they are referencing. Just refund our money already. 

  
  

  Regards,

  
  

  ***** ******

  see attached

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Reporting fraudulent business practices of:
  ****** ** ****** ** **** **** ****
  ************************
  ****** ******* *** *********, ******* *****, United States
  Parking Garage, 1 ******* *** *** ********** ** *****
  Phone: (**** ********
  Incident
  I purchased two –2X person ****** ** ****** ** **** **** **** on *******
  Voucher codes are:
  1- ***********-**********
  2- *******-*********-****
  I have attached copy
  I paid through ******* and gifted them to my children.
  My daughter booked the voucher on a Friday 12-29-2023 6 pm, the online form required my daughter to put in a payment source for what they called the booking fees.
  $5.98 each and charged the card *4543 – she got email confirmations (attached) - of the reservation for 2x adult rides and 2x booking fees. Prior to that she reached out to him repeatedly to confirm - texting and calling getting odd replies that he is “NOT RUNNING” (attached)
  Golf Cart had left early- He got very verbally aggressive and tried to intimidate her by getting in her face eye to eye saying you text and called me 15 times. He continued to argue – when even the passengers onboard said “ why wont you let them on they have reservations” and his replay was “If they pay me an additional $20 I will.”
  Multiple calls to remedy the situation he would not answer
  Later that night we read all the ****** ******* (attached) and saw there are repeats of this exact situation happening over and over to people. Alarmingly, also the same night an invoice comes through from him at 10 pm for 6x people and 2x more booking fees that he automatically charged to my payment source used to book the original service in the amount of $238.58. (attached screen shot of my bank transaction) all fraudulent charges. I contacted my bank immediately and shut my card down. (Please look at the bank transaction closely he put the payment to recur weekly) Same scan he used in another one of the ****** *********.
  This company should never bill the ******* consumer.

  Business Response

  Date: 01/04/2024

   

  See our terms below. They missed the tour and did not want to pay the re-booking fee as they agreed to at time of purchase. The *******s were not accepted and they were charged FULL retail price for the seats they reserved. Very similar to missing a Plane, Bus, Train etc.... They agreed to out terms below.

   

   

  I agree, all ticket sales are final and non-refundable after 48 hours of purchase. If using a discount voucher, it must match the same name as this reservation or you will be charged FULL RETAIL PRICE. We will not honor a voucher that does not match the same name as this reservation. If your trip is cancelled due to not meeting a minimum of 4 passengers, mother nature, pandemic and/or safety reasons due to the current weather forecast, you will receive a 12 month rain check (credit) for any of our scheduled tours. Please arrive at least 10 minutes prior to the departure time to allow time to check in. Failure to do so could result in exclusion from the trip with no refund or exchange. If you cancel your trip a $10 re-booking fee will be charged if less than a 48 hour written notice of a cancellation. All cancellations or changes must be in writing and emailed to ************************. Please note again: All ticket sales are final and non-refundable once purchased but can be used or gifted for a later date. If a customer does not provide written notice of cancellation or misses the tour, a fee equal to the retail price of the ticket will apply per seat and your discount voucher will not be accepted.
  Yes

  Customer Answer

  Date: 01/10/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: He does this to multiple people with the exact same practices - He tries to have you miss the time by leaving early and never communicates. He also billed us for 6x people - when we originally purchased two people so why is the invoice for 6x people and why is the invoice tagged as recurring if this is not a scam.  Why did you put this on recurring payments with my bank? The multiple internet reviews show the scam is set up clearly to function as a scam and he needs to be shut down. 

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/11/2024

  I have no reservation with a customer by that name.

  Customer Answer

  Date: 01/12/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:He certainly has my banking information he put fraudulent recurring charges on which was submitted as evidence  with my name on.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/12/2024

  Please send me a copy of the reservation in the customers name.

  Booking Questions
   Edit
  I agree, all ticket sales are final and non-refundable after 48 hours of purchase. If using a discount voucher, it must match the same name as this reservation or you will be charged FULL RETAIL PRICE. We will not honor a voucher that does not match the same name as this reservation. If your trip is cancelled due to not meeting a minimum of 4 passengers, mother nature, pandemic and/or safety reasons due to the current weather forecast, you will receive a 12 month rain check (credit) for any of our scheduled tours. Please arrive at least 10 minutes prior to the departure time to allow time to check in. Failure to do so could result in exclusion from the trip with no refund or exchange. If you cancel your trip a $10 re-booking fee will be charged if less than a 48 hour written notice of a cancellation. All cancellations or changes must be in writing and emailed to ************************. Please note again: All ticket sales are final and non-refundable once purchased but can be used or gifted for a later date. If a customer does not provide written notice of cancellation or misses the tour, a fee equal to the retail price of the ticket will apply per seat and your discount voucher will not be accepted.
  Yes

  Customer Answer

  Date: 01/13/2024

  His terms say

  All ticket sales are final and non-refundable once purchased but can be used or gifted for a later date

  nowhere on ******* does it have the exclusion of gifting

  his booking allows the ******* code to be entered and accepted- that is where he would control that

   

  question is not answered why he took an auto pay for 6x the amount and set it to recurring 

  answer why you set your payments to recurring? That is the big question? There are multiple people putting complaints in with the ** mine went direct to the **** ** ** ********* and the ******** ******* ** ***********

  reviews on ****** tell the same story over and over

  what do you have to say about the multiple complaints of over charging, leaving before time, and recurring payments set up.

  This business needs to be shut down

  Business Response

  Date: 01/17/2024

  Please send me a copy of the reservation in the customers name.

  Booking Questions
   Edit
  I agree, all ticket sales are final and non-refundable after 48 hours of purchase. If using a discount voucher, it must match the same name as this reservation or you will be charged FULL RETAIL PRICE. We will not honor a voucher that does not match the same name as this reservation. If your trip is cancelled due to not meeting a minimum of 4 passengers, mother nature, pandemic and/or safety reasons due to the current weather forecast, you will receive a 12 month rain check (credit) for any of our scheduled tours. Please arrive at least 10 minutes prior to the departure time to allow time to check in. Failure to do so could result in exclusion from the trip with no refund or exchange. If you cancel your trip a $10 re-booking fee will be charged if less than a 48 hour written notice of a cancellation. All cancellations or changes must be in writing and emailed to ************************. Please note again: All ticket sales are final and non-refundable once purchased but can be used or gifted for a later date. If a customer does not provide written notice of cancellation or misses the tour, a fee equal to the retail price of the ticket will apply per seat and your discount voucher will not be accepted.
  Yes

  Customer Answer

  Date: 01/18/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: He is avoiding all questions of why he put an invoice 6x the amount of the purchase on weekly recurring to my bank (doesn't matter about the  consumer name on the ******* - it was all charged to my bank account in my name the same name that purchased your ******* deal)  / ******* was gifted so naturally on your website you require the booking name  no where in my ******* purchase does it say it has to be the booking name it says it can be gifted  - you have added this in your small print - after purchase and after booking so that you can dispute anybody and everybody's disputes on fraud -the reality is your scamming many many people.

  You need to answer why was the invoice was for 6 people when there was 2 and why was it put on weekly recurring you answer this question and I can let it rest.

  
  

  Regards,

  
  

  **** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/18/2024

  I agree, all ticket sales are final and non-refundable after 48 hours of purchase. If using a discount voucher, it must match the same name as this reservation or you will be charged FULL RETAIL PRICE. We will not honor a voucher that does not match the same name as this reservation. If your trip is cancelled due to not meeting a minimum of 4 passengers, mother nature, pandemic and/or safety reasons due to the current weather forecast, you will receive a 12 month rain check (credit) for any of our scheduled tours. Please arrive at least 10 minutes prior to the departure time to allow time to check in. Failure to do so could result in exclusion from the trip with no refund or exchange. If you cancel your trip a $10 re-booking fee will be charged if less than a 48 hour written notice of a cancellation. All cancellations or changes must be in writing and emailed to ************************. Please note again: All ticket sales are final and non-refundable once purchased but can be used or gifted for a later date. If a customer does not provide written notice of cancellation or misses the tour, a fee equal to the retail price of the ticket will apply per seat and your discount voucher will not be accepted.
  Yes