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:06/21/2025

  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.

  May, 23, 2025 was the day of the trip. I made rese4rvations for two busses for a school trip. I paid the deposit and then the balance. On the day of the trip another two busses showed up and then they called me and I told them I didn't make two orders. They charged the school for two more busses with any consent. I emailed them many times asking for a refund or a credit for the extra payment and they they keep saying that I made two reservations and did not cancel on time. I asked for copies of all email transitions an they only sent for one reservation. They claim that one reservation turned into the second one. I told them that if that was so, it is still just one reservation. They still said no, but can not show me any proof.

• Initial Complaint

  Date:06/04/2025

  Type:Delivery 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.

  Ordered charter to make two stops and return to ********** for 12 people. Van never showed up. **************** did not call back. Email support did not followup

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  Complaint against CharterUp for deceptive business practices, false advertising, and refusal to provide a refund after delivering a completely different service than what was represented and purchased for my May 18th graduation. My reservation was for a luxury Mercedes Sprinter based on a booking page provided to me by a sales representative named ****** ********. The photos, vehicle specifications, and assurances from the sales representative gave me confidence that I was securing a high-quality, luxury experience appropriate for the occasion.The sales representative followed up multiple times with urgent messages pressuring me to finalize the reservation, which I did, in good faith, based on the clear representation of the specific vehicle and service being provided. I paid in full amount in advance for what was advertised and confirmed to be a Mercedes Sprinter.Not only did an entirely different vehicle arrive, but it was more than 30 minutes late, which caused me to be late for my own graduation ceremony. Instead of the promised luxury Sprinter, a white, outdated, shuttle bus showed up. I received no notice, no explanation, and no opportunity to approve this substitution prior to the vehicle arriving.The substitute vehicle was entirely unacceptable for the occasion and did not reflect what I had paid for. It was not of comparable quality or class, and its lateness disrupted what should have been a meaningful celebration. I have photos of the actual vehicle delivered confirming that I was misled.After contacting CharterUp, I was told that the ride was provided and therefore non-refundable despite the fact that it was not the service that was sold or agreed upon.This amounts to a classic bait-and-switch. CharterUp induced my purchase with false advertising, substituted an inferior product without notice, and then refused to provide any remedy after damaging my experience.This type of business conduct is not only unprofessionalit is exploitative.

  Business Response

  Date: 06/09/2025

  We request that this complaint be closed. The customer is claiming they were explicitly promised a black Mercedes Sprinter, but received an outdated mini bus instead. However, this is an incorrect statement. Our client support team reviewed the initial sales call with this customer and did not find anywhere that the make/model was incorrectly promised

  We did find the vehicle to have arrived 30 minutes late to the initial pickup. A $70 refund was provided as compensation for the 30 minute delay.

  There is no other refund due for this complain based on the facts that were reviewed.

   

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23395362
  I respectfully disagree with CharterUp's request to close this complaint. CharterUps response mischaracterizes the nature of my complaint.  I provided documented confirmation that my reservation was for a Sprinter. This is not an ambiguous term. In the transportation industryand in the general marketplacea "Sprinter" is universally understood to mean a ************* Sprinter van, which is a specific class of high-end, luxury vehicles. CharterUp even advertises such vehicles in its marketing materials and website under the Sprinter category.
  
  What arrived at my home was a standard white shuttle bus, not a Sprinter van. This is a material deviation from what was confirmed at the time of booking and what is reasonably expected when a customer books a Sprinter. This is not a matter of misunderstanding color preference. It's a bait-and-switch situation. I booked with CharterUp because the reservation explicitly listed a Sprinter. Had the confirmation listed mini bus or shuttle, I would never have agreed to the reservation. Additionally, I was pressured to confirm the booking quickly by the sales **** further limiting my opportunity to verify details beyond the confirmation I received.
  
  CharterUp acknowledges that the vehicle arrived more than 30 minutes late, which made me late for my college graduation ceremonya once-in-a-lifetime milestone. A $70 refund does not adequately compensate for the disruption, misrepresentation, and diminished experience for both me and my family. This was not a routine airport transferit was a special event with high expectations for comfort and appearance that were explicitly communicated.
  
  Thank you for your continued assistance in resolving this matter fairly.
  
  Sincerely,
  ******* Martinez 
  

• Initial Complaint

  Date:05/24/2025

  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.

  Date:5/22/25. Company: Charterup. Paid amount:$15,475.41. Reservation **********. We booked a bus for 56 passengers for a three day trip. The bus driver said that their company told them the drivers can have the first row of 4 seats to sleep on. They refused to acknowledge that we paid for 56 passengers and 3 of the passengers on this bus had to go to another bus. We paid for 56 seats and the bus drivers took up 4 of those paid seats. I have tried numerous times to resolve this with Charterup however they are not providing any response or responding to any emails that I sent besides saying they "issued a ticket." I have spent hours trying to resolve this issue. This is false advertising as my invoice clearly shows I paid for 56 passengers and only got 52 seats. This terribly inconvenienced the passengers because all of them paid for this tour. The bus drivers were terribly rude and Charterup did not provide any resolution for this. A fair resolution would be to refund me my the cost of the four seats plus pay for the additional 4 seats that had to be bought on the other bus they had to go to. We paid a total of $15,475.41 which comes out to ****** per passenger. Multiply this by 8 and the reimbursement amount should be $2210.77 for the 8 seats that were affected by this trip. In addition, we deserve to have compensation for the false claim that we paid for 56 passengers when in fact the bus company only provided 52 seats for this trip. If we had not had another bus this trip would have been completely ruined. Charterup refuses to acknowledge this issue with their bus provider or to make a reasonable and fair compensation to the affected passengers. Thank you for looking into this matter.

• Initial Complaint

  Date:05/08/2025

  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.

  I made a bus reservation with ***** ******** at CharterUP in ********* ** on 25 Apr 2025 for an ********* VA funeral. When I was making the reservation, I told ***** our biggest concern was that the CharterUP website showed a huge variety of bus quality. Some were basic buses, which you would see for maybe a church event. But the ones that we wanted were the more "luxurious" buses. Quality leather seats, tables, black interior, new, that sort of thing. *****, on multiple times, promised us the luxury buses. I told him I wouldn't contract with CharterUP if there was a chance we would get a low quality shuttle instead of a luxury bus. When the bus came, it was an old, outdated, poorly maintained shuttle bus. Exactly the kind of bus he promised we would NOT get. This was a bait and switch, and false advertising. Additionally, the bus was muddy, seats were dirty, and trash was on seats and on the floor. The ** was so loud the people in the back couldn't hear, but if it wasn't on it was super loud. When we boarded, people had to move trash, wipe dirt off seats. Most people ended up getting dirt/mud on their black funeral clothes. The driver was extremely sloppily dressed. The driver knew he was going to an Arlington funeral, but made no preparations. No planning of where to go, what route to take. I would expect a professional, competent driver would put effort before hand to figure out routes, destinations, which streets allow buses, that sort of thing. When we told him he needs to go to a certain entrance, he just brushed us off saying he's "done this before", then got lost. Between the funeral and driving to the post funeral lunch event we had, he drove all over ****************** completely lost. He popped over at least 2 curbs, we came inches away from hitting literal memorials. The company has been poor to respond, ignoring many aspect of my complaints and only addressing the mud/trash issue.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  I am writing to formally lodge a complaint regarding the appalling service I experienced during the trip to ************* on September 28, 2024. The trip was booked to attend the musical play Hell's Kitchen, and unfortunately, the experience was fraught with safety issues, poor service, and an unacceptable disregard for customer well-being. Safety Concerns and Seat Issues, we never made it to the musical. The tags on the bus were expired, reason why he alluded the tolls.

  Business Response

  Date: 01/31/2025

  CharterUP is a 3rd party booking platform that connects clients requiring transportation with licensed motor carries. All clients agree to the CharterUP Terms & Conditions when booking their services online (**************************************************************).

  CharterUP aims to mediate complaints between clients and the bus company they book with.

  We contacted the operator who confirmed the vehicle was properly licensed with active tags. Additionally, CharterUP cannot guarantee the functioning of every amenity on the vehicle or that every seat is in perfect condition.

  However, CharterUP has provided a partial refund for the services in an effort to satisfy this customer. We cannot provide any additional compensation. There are circumstances not in the bus operators control, such as traffic, that is non-refundable if causing the bus to be late. This is outlined in the terms of service.

• Initial Complaint

  Date:12/28/2024

  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.

  We hired two buses for shuttle services on 10/18 for our wedding. only one bus showed up on 10/18. It was supposed to pick up our guests from ************* at 2:45 and it was late to ************* which left the guests that were waiting for it stressed and additionally delayed photos because they were going to show up early for photos. That bus showed up to ************* around 3 PM. During our guests bus ride the driver mentioned that a second bus was not scheduled even though it had been confirmed earlier that week and I received an email saying it was on the way. My planner called Charter up at 3:20 and they confirmed the bus would be there at 3:30. When the bus did arrive it almost took out the gate of our venue and brushed up the sides on the way up which caused a hectic ride up for those guests, to say the least. Attached is the picture of the bus that did show up. We began receiving calls from our guests about the second bus because it had not arrived. It had not arrived at 3:41 or 3:47 per calls to the hotel that the bus was going to pick guests up from. The tracking that is provided per the contract was not working whatsoever. At 3:50 the driver was called via the phone number that was provided with no response. At 3:58 the hotel was called again and confirmed no bus showed up. We asked the driver of the first bus if he could go and pick up the other guests and he tried to extort us for additional pay. The venue is 45 minutes away from the city and essentially every single one of our guests are from out of town without a car which caused them to scramble to try and find rides last minute. This second bus was supposed to provide shuttle service in the evening. The first bus stayed and provided a single trip down to some guests at 10 PM , took them to the wrong location, and never came back up leaving everyone else at the venue trying to find rides back down to the city. They have a 120% guarantee stated when booking.

  Business Response

  Date: 01/07/2025

  CharterUP is a 3rd-party platform that connects bus operators with customers that need transportation. When an issue arrises during a trip, CharterUP works to mediate any issues or concerns. All reservations booked on the CharterUP platform are subject to the terms and conditions found here: **************************************************************

  For this client's trips:

  Their first reservation (#1), the bus arrived late but did render services in full. Due to the delay, we issued a $375 refund for the service.

  Their second reservation (#2), the bus did not arrive and we issued a full refund. The bus could not access the venue due to a steep narrow entrance.

  We cannot provide any additional compensation other than that already provided and ask this case be closed with the BBB.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22740556
  
  I am rejecting this response because:

  The bus driver was not just late. He drove recklessly per the guests he did pick up, did not initially go to the right place, caused $500 in damage to our venue, and attempted to extort us once he arrived demanding we pay him directly. Additionally, part of the services advertised are 24/7 vehicle tracking which was not available, 24/7 support which was not available, and contact information for the driver which was not available. We did not receive the services we paid for and and the services we did receive were not satisfactory in any way. A $375 refund is not even 25% of what we paid and is a slap in the face especially when as a result of this businesses poor service we had severe delays to our wedding and many of our guests were left literally stranded. 

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

  Business Response

  Date: 01/08/2025

  Unfortunately, we cannot provide any additional refund for the services provided.

  The claims made here were not brought up prior to a refund offer being made and the bus company disputes these claims and are unwilling to offer additional compensation.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22740556
  
  I am rejecting this response because:
  
  I did bring up these issues when I initially brought up the claim and additionally, I DID NOT accept the refund. Since the partial refund has been issued I have been continually emailing stating that I am unhappy with the resolution and have promptly emailed when new information has come up (charge from the venue as a result is of the damage done by the bus driver). 

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

• Initial Complaint

  Date:10/19/2024

  Type:Product 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.

  July 22, 2024 They charged my card additional $412.50 on top of the $2732.59 for a total of $3145.09. Before, we could respond to the email notification. Attached is the email traffic of us trying to resolve this, but they told me that they would get back with me within 30 days on August 15, 2024. I have yet to receive a response, after numerous attempts. I asked them to provide proof they had been billed by bus company itself with no reply. This may be an ongoing plot to get extra funds.

  Business Response

  Date: 11/04/2024

  Regarding the reservations in question, we understand the client is disputing the overtime charges for their trip. When a vehicle is used for additional service, an overtime rate is applied to the services. This is included in the Service Terms that each client agrees to upon checkout.

  When a customer disputes overtime charges, logs are requested from the charter operator providing the services. Our company received these and, when presented, the customer stopped responding when prompted for additional proof.

  We also understand an additional vehicle was contracted through a 3rd company, which we believe maybe causing the confusion here.

  Documentation was provided that showed overtime charges were correct, there's nothing additional CharterUP can provide at this time.

• Initial Complaint

  Date:10/16/2024

  Type:Product 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.

  September 4 2024: Reservation #****** with Charter UP September 17 2024: Final Itinerary confirmed September 26 2024: Automated email received with INCORRECT Itinerary; No one was available by phone to make correction; two emails sent with corrections, contact information, and request for immediate confirmation September 27 2024: Charter UP representative finally answered phone at 7:56 am and confirmed the correct itinerary. We were informed by the hotel concierge that one bus did not arrive at the hotel to pick up guests. Charter UP provided no assistance except for the bus driver cell phone. Repeated calls to driver went unanswered. We received a voicemail (almost unintelligible) from the driver at 5:01 pm that guests were dropped off at venue.September 28 2024: registered complaint by phone with Charter UP; representative initiated an "Issue Resolution Claim" as noted in email received October 3 2024: ***** *****, Customer Support Specialist requested additional information required within 3 business days to which we responded immediately indicating that the information would be sent in timely manner.October 4 2024: ***** *****, Customer Support Specialist sent email indicating that he had thoroughly reviewed our claim before he received the information he requested. He acted on his erroneous and ill-informed conclusion of a 30 minute delay in service. SINCE THEN, communications have continued without resolution and Charter UP has ceased to be responsive.I have attached two documents:In the BBB Claim, I attempted to succinctly summarize the problem and request your assistance.The Charter UP post wedding file details communications including phone calls, emails, texts, and Charter UP online portal messaging.

  Business Response

  Date: 10/24/2024

  CharterUP aims to ensure the satisfaction of every client who reserves buses through our platform. We understand there may have been an issue with the routing of one of the vehicle reserved due to a last minute change to the reservation. To compensate the client, we have refunded the time lost on their reservation caused by the delay. Our dispute resolution team aims to provide clients with a fair resolution in compensation for any errors, which has been provided here. There are no additional refunds our company can provide on this reservation.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22430600
  
  I am rejecting this response because:

  The response from Charter UP has not addressed the inaccurate basis of a 30 minute delay.  The delay was an hour.  Their response includes false statements such as a "last minute change in itinerary" and others.  As has been true from the beginning of working with this company, there is no accountability for errors and it is nearly impossible to get through the many obstacles they have in place to allow for working toward a reasonable solution.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/24/2024

  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.

  We booked CharterUp on 5/22/24 in *********** to transport our wedding guest from the hotel to the reception and then back to the hotel on 5/24/24. They called us the next day and notified us that they couldnt complete the entire trip due to the small streets in downtown ***********. The closest they could get us was within a few blocks of the location. Since we had elderly and handicapped people riding the bus, that was not going to work for us. We asked them if they had a smaller bus that would fit, and we would just make multiple trips. They said they didnt and there were no other options. We told them we understood, please cancel the reservation and we would find another bus. Thats when they told us they couldnt cancel the reservation because we were within the 2-day non-refundable window. I told them we would have never booked the service if they had informed us at the time of the reservation that they couldnt complete the trip, but they said that didnt matter. The total bill was $1,958.32.

  Business Response

  Date: 09/03/2024

  The customer reserved buses on 5/22 for their wedding on 5/24. Afterwards, it was identified that the bus reserved would not fit on the street of their final destination. In this case, CharterUP offered the drive to drop off a few blocks away nearby. The client refused the solution and requested to cancel within the non-refundable window, which was explained at the time of cancellation. Our cancellation policy is explained to clients and included in the terms that must be accepted prior to checkout.