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:09/27/2022

  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.

  September 15th and 19th, 21st 2022 ****** was the amount of the shuttle service.The company stated on their website private luxury service on time, from airport to hotel, and hotel to the airport, on time pick, they would track the arrival time of the flight, for pick, and call ahead on the pick up back to the airport.On 9.15.22 I called the company upon arrival for the pick up at the airport. I was told the driver would be at pick up Arrange 3, me and my family where on our way there, and I received a call, stating to be at pick up Arrange 5, so we headed there. We waited there for 20 minutes, so I called again, the driver stated he would be there in 5 minutes. We waited another 20 minutes, and the driver still had not arrived, we waited for 10 more minutes. Total time to wait on driver was 50 minutes. On 9.19.22 the driver called at 5:00am to confirm he would be picking us up at 5:30am to take us to the airport. We were at the front of our hotel at 5:20am, the driver did not arrive at 5:30am, I called the driver at 5:37am, he told me he was "making a left now". The driver did not arrive until 5:47am, we needed to be at the airport at 6:00am. He had guests in the van. He told us that the people in the van answered to my name when he arrived at the hotel, and they took the van to the airport, and during transit, they figured it was the wrong van (company) so they had to come back. The driver stated he needed to pick up other passengers at the ************* I informed the driver it was a private ride, but he stated he was told to pick up the other guests. I told him that was not right and we paid for private shuttle that did not included other guests.He stated I needed to contact the company to complain. I called the company on 9.21.22 and spoke with a Rep who told me she would talk to the driver and call me back. I did not receive a callback. I emailed the company and the Rep who answered the email was very nasty and unprofessional, and would resolve.

  Business Response

  Date: 09/27/2022

  Yes I understand private but the driver did wrong we already  explained 
  to the client the driver want to steal a fare
  so out of ours control so we did fire the driver. Our company didnt do anything wrong 

  the driver is already fire for doing that

  But she keep want to make a big deal of it and

  im sure they  alway does this to all other business 

  trying to get things for free by complaining.
  She saying will dispute with her banks. 
  Im sure she does this too many times trying to get free service 

  Buttom line is we already fire the driver .

   

  Thanks

  **** / Go Waikiki Shuttle

   

   

   

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18062062
  
  I am rejecting this response because:

  I do not have anything to do with the driver.  *********** promised a private ride.  I do not appreciate the accusations by the company regarding the comments they are making.  *********** has not spoken to me only sending insulting emails. I'm only asking for what I was promised on their website.  If the driver was stealing from them that had nothing to do with me.  They should make it right instead of accusing me of wanting something free, I only want what I paid for the shuttle was not cheap for a private ride. I want a refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/12/2022

  They are not paying for private shuttle

  $130 roundtrip is shared shuttle service 

  is on our website www.gowaikikishuttle.com

  This the last time i will respond back to the those scam and fraud

  customer they are not worthy my time. They only want free stuff and scam
  Thanks

  ****

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18062062
  
  I am rejecting this response because:

  They will not get rid of me this easy, they have not heard the last of me.  That price was for a private ride.  I will not continue to let this company correspond with insults.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/20/2022

  Type:Order 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.

  I paid two months in advance for a Share ride to and from the airport on Go Shuttle ( aka Super Shuttle). The first ride to ****** airport was ok. The return ride never happened and Go Shuttle Service had ten days to notify me that there were no drivers available to pick me up at JFK airport on July 19th at 10:30 pm. I received a text message at 10:06 pm on July 19 that "Upon arrival, follow signs to Ground Transport. At the Welcome Center..call ext 18 or **************. I did as instructed and was told by a Go operator that there were no vans available to pick me up??? I was devastated because I had paid in advance and had no extra money. If I had known the pick-up was canceled by GO Shuttle (Super Shuttle), I would not have purchased souvenirs for my family at the airport and held on to my money to pay for a cab ride home. I was in tears because I was tired and in knee pain ( I used the wheelchair service to get from the gate to the baggage claim area) I didn't have cab money. I ended up using four credit cards that had less than $40 on each and a nice cab driver held my luggage while I used an ATM. The cab cost $73 + $39 (I paid in advance). Go Shuttle owes me $112. We had a contract and Go Shuttle reneged on our contract by not providing me with a way home. The dispatcher's name I was told was "*****" and he had no one at 10:30 pm on July ********************************** Manhattan. This is a horrific way to treat me, a customer, who paid in advance and trusted Go Shuttle service to get me safely back home late at night - that is why I chose their company. Now I know they can not be relied upon to keep their promise. I am asking BBB to please help me receive justice by getting all my money back ($112). Thank you.

  Business Response

  Date: 07/21/2022

  Hello

  You got the wrong company 

  we are go waikiki shuttle aka Go Go Shuttle LLC

  Super shuttle , Go Airport Shuttle is speedi shuttle

  we never this customer book through **.

  please double check 

   

  Thanks

  **** / Go waikiki Shuttle

  Customer Answer

  Date: 07/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is satisfactory to me because they are not the company- they have the same name.  I will refile to the ******** office.  Thank you.  
  
  Sincerely,
  
  ***********************