Complaints

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• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair 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.

  11/23/24 was the date of the booking for a party bus $940 was the total for the booking 11/25/24 additional $200 charge was made with no receipt or notification from the business 12/6/24 I contacted the business and they informed me it was because we "went over the time"-Upon checking my own records we arrived at the final destination 10 minutes over the midnight time. This was because at least twice we had to spend 20+ minutes to fix the radio that the driver had no knowledge of how to work. -Upon expressing these concerns to the owner of the business I was treated with a complete lack of a respect. I have used this company 4 years in a row and it's extremely disappointing. -12/6/24 I requested the final receipt as well as a copy of my signed contract to give to my attorney as the business also informed me they "checked the tapes" which I gave no consent of being video taped. She said they were "public transportation" so they can tape us if they want. This is not true as they are a private business that I hired. -12/19/24 I had to call from three different numbers to finally get an answer to re-request the receipt and contract as I still have not been given them -I am only requesting the $200 charge be refunded and this company is held accountable for their actions

  Business Response

  Date: 12/30/2024

  VIP Transportation is a federally registered corporation, offering passenger transportation services regionally throughout the ************** since 2009.  On 9/16/24, the client booked a 5-hour rental of a 35-passenger transit bus.  (This is the same bus as the client booked the previous year on 11/18/23.)  This years rental took place on Saturday, 11/23/24.  The Rental Agreement states, All rentals must end at the agreed contracted time.  Any time past the agreed upon time will result in a prorated charge.  The contract is for safe, federally authorized, DOT inspected, professionally-licensed, fully insured transportation for a specific period.  ******************************** requires us to have GPS units and operational cameras which provide telematics in every vehicle in the fleet.

  The Terms & Conditions of the contract further state that for any action such as harassment, fighting, violence, damage to the equipment and/or vehicle, toward the driver, staff or anyone else in or around the vehicle, the driver reserves the right to terminate the trip.  However, post-trip the drivers notations state that during the rental the client who booked the bus was so condescending and harassing (yelling) toward him and others on the bus that he nearly ended the rental early.  Several other riders were apologetic for her conduct, so the driver chose to continue, which lead to a final drop-off time beyond the contracted time.  During the rental, the stereo system was abused to the point that the excessive volume caused the *** to go into a protect mode several times, even though the driver warned them to turn it down.  It should be noted that the stereo equipment is an amenity of the transportation (bus) service provided.  At one point an entire cooler of beverages, water, and ice was dumped onto the bus floor and required clean-up before the bus could continue. 

  The (minuscule) additional charge of $155.00 (plus tax, fuel, & gratuity) for overtime, harassing conduct, and abuse to the equipment was immediately authorized on the clients credit card on file, for a total of $200.00 on 11/24/24 (12:46 AM).  The charge was processed on 11/25/24, along with a copy of the total charges which were promptly emailed to the client.  Our Terms & Conditions further state, By placing your reservation with deposit, you understand all the rules and regulations, and authorize VIP Transportation to charge your credit card on file for any incidentals mentioned above if any problem should occur.  The client received the original Rental Agreement along with the Terms & Conditions on 9/16/24, and signed her agreement to comply with the Terms & Conditions on 11/23/24.   VIP Transportation holds all passengers accountable for their actions for the duration of their contracted time with us.     The client did not file the BBB complaint until 12/19/24.