Complaints

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

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  Cocoa Beach Shuttle

  2557 Christopher Dr Titusville, FL 32780-2862

• 

  Cocoa Beach Shuttle

  3345 Tri-City Avenue Titusville, FL 32780

• 

  Cocoa Beach Shuttle

  740 Cidco Rd Cocoa, FL 32926-5814

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:04/21/2025

  Type:Product 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.

  We had two reservations booked with Cocoa Beach Shuttle, one for April M2, 2025 going from the *************** to the Radisson at the **** in **************. The second reservation was for April 4, 2025 to go from the Radisson to the pier for our cruise.Due to an illness, we canceled our cruise. On March 6, 2025, I spoke with Geneva at Cocoa Beach Shuttle and asked to cancel both reservations and for them to credit my credit card. I was assured this would be done within 2 days and the charge credited to my account. Since the request on March 6th, I have called weekly to inquire about the refund and as of April 21, 2025, I have still not received my refund.

  Customer Answer

  Date: 04/22/2025

  After further investigation of this matter with Cocoa Beach Shuttle personnel, & credit card statements, it was determined the charges were never processed, even though the confirmation receipts indicate payment type: credit.

  Issue dropped.

• Initial Complaint

  Date:02/22/2025

  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.

  Called at 9:00 am from cruise *************** for a pickup. Waited an hour, then called again. Was told van was coming in 20 minutes, that's an hour and a half wait so far. Called several more times after an additional 30 minutes, the call was NEVER answered, just kept repeating the office hours. Left a message on the operator number. Never called back, we were left at the port with no ride back to our car at the ********. Finally gave up and called a LYFT. Cost of the lyft ride was an additional 29 dollars.

• Initial Complaint

  Date:07/28/2024

  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.

  On 7/27/2024, my elderly parents and returned to ************** on a cruise. My father who is 79 is handicap and uses a scooter, my mother is 76, and my husband is 64 and disabled due to a stroke but not handicap. I am 53. The instructions we received were when we get to the port go to a certain location and call the shuttle to let them know youre there. I did that and ******* the dispatcher told me there would be a shuttle to pick us up in 20 minutes and the driver was ****. After ***** minutes I called back and talked to ******* and asked her where the shuttle was. Its hot, theres no where for us to go. My parents are old. She became angry with me and said she didnt how long and the driver was ***** and its taking a long time because we need a trailer because we have a scooter. I said to her when I made the reservation everyone said not a problem. She said its not a problem you just have to wait. Their website says theyre available for pickup anytime. Then the driver **** shows up with an empty van. She tells us she was there to pick up 3 people but not us. The 3 people werent there so **** calls ******* and ******* tells her to leave and **** tells us she has to go to the airport. About 30 minutes later **** shows up again with an empty van and is there to pick up the 3 people but was told by ******* Dont pick up those 4 people. We had been waiting for 1 1/2 hours outside in 90 degree weather. The driver ****, did take us against the orders from ******* and clearly she had room in her van for us. We were discriminated against, treated unfairly and they falsely advertise their services.

• Initial Complaint

  Date:04/06/2024

  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.

  My wife booked a shuttle from *************************** on March 26th to **************. Our shuttle was almost 1 hour last to pick us up. We called several times with no answer and when they finally answered they kept saying 15 more minutes. We ended up being late to our port and missed our first port time which made us miss our paid for lunch! When we got on the van, the springs in the back seat were broken and the seatbelts were broken as well. Very uncomfortable ride and unsafe. Our driver said to call and let them know of any time changes when we come back as our scheduled return was later in the day. On April 6th we called 20 times from 8-8:45am with no answer. When their phone system was finally turned on the voicemailbox was full and we couldn't leave messages. We ended up walking over to another airport shuttle and taking that back as we didn't want to be late and miss our flight since we figured they would be late again. We paid another $150 for that ride back.I will never use this company again and will will write ******* trip advisor and all social media posts if this isn't resolved.

• Initial Complaint

  Date:01/04/2024

  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.

  On December 18, 2023 I paid Cocoa Beach Shuttle service $50.00 to carry us from our hotel to the ship port in ************** **. They were to pick us up at the Norton December 23, 2023. We were instructed by the driver to call the provided number when we got off the ship on Saturday, December 23, 2023, and they would pick us up. When we got off the ship I called the number and got a message informing me that the Shuttle service had recently changed th3i4 hours of operation. They said the hours were Monday through Friday, with no weekend service. There was no option to leave a message, but to call back during business hours. We had to pay $45.00 for an Uber ride. They failed to provide a service they were contracted to provide. I've tried to contact them by phone and email, and have received no response. I would like to be reimbursed for the 7ber cost, plus half of the $50.00 they were paid.

• Initial Complaint

  Date:07/12/2023

  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.

  On June 3, 2023, we were supposed to be picked up by Cocoa Beach Shuttle. When I booked, I stressed how important it was to be picked up at this time because our check-in time was 10:00am. They assured me this would be possible. On June 3, about 8:45am, I called and let them know we were at the pickup spot. They they told me the driver was on the way to pick us up. We waited, but the driver never came. I tried calling, for the next 45 minutes, but was never able to get through (I was on hold). We were forced to take alternate, way more expensive transportation, in order to get to the port. We were over an hour late. We were told by our alternate transportation driver that this happens all the time because this company overbooks. When we were arriving at the port, the Cocoa Beach Shuttle driver called and said he was in route. I explained that we were forced to take alternate transportation. He explained that there were passengers that were late getting off the ship and that was why he was late. This was not what I paid for. I emailed the manager, at ******************** in order to obtain a refund, and he has not even responded to my email. I paid for a service that I did not receive and would like a refund. This created a very stressful beginning to our 25th anniversary trip. We literally paid this trip out over 2.5 years time. Thank you, ***** ********

• Initial Complaint

  Date:05/24/2023

  Type:Billing 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.

  Scheduled transportation and was emailed an invoice detailing the fee was $85. Day before we were to arrive we got a call stating we needed to prepay but they changed the price to $129. They said whoever sent me the first price was wrong and wouldn’t honor the original quote

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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.

  We had booked Cocoa Beach Shuttle for a trip on Feb 5 2023 from the *********** to ******** cruise line pier. I had to call several times as they were very late. We were finally picked up 45 min. late. At that time it was raining really bad and the driver was driving irradicably. I did file 2 complaints and was first told they would take 20% off and after the last complaint they made it 30% off. At this time, I still have not received the credit and the full amount was charged to my credit card. I have now requested MANY times to be reimbursed for the full amount as I have waited way to long for $89.00. I have been told to email management, which I have done twice and never received a response. I have spoken with Mallory and Geneva more times than i'd like to tell you. I feel I have waited a very long time for this and at this time an putting in an official complaint.