Complaints

This profile includes complaints for Salt Lake Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Salt Lake Express 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

• 

  Salt Lake Express

  1858 North Hwy 33 Rexburg, ID 83440

• 

  Salt Lake Express

  PO Box 566 Rexburg, ID 83440

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:06/09/2025

  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.

  SLE overcharged me $60. I made reservations with Salt Lake Express and accidentally chose the wrong option. I emailed them begging to make the simple correction but that night I was refused customer service. I wrote them a long email explaining why I needed the extra help, so if this is why they overcharged me $60 I need that money back. Furthermore this company has a horrible time helping people with disabilities. I'd like to find out how to also file a civil rights complaint if they do not return this money because I absolutely was discriminated against by this company.

  Business Response

  Date: 06/09/2025

  Dear *****,

  Thank you for reaching out. We understand your concern and appreciate the opportunity to clarify the situation.
  Upon reviewing your reservation and correspondence, we can confirm that you originally purchased a ticket to *******, **, and not the full itinerary you intended. As previously communicated, modifications to a ticket are not possible once the trip has begun or the original ticket has been used.
  Because your initial reservation only covered travel to *******, the remaining portion of your trip required a separate ticket, which was $60.00. This additional ticket was successfully purchased and used, and as shown in the attached documentation, no overcharge occurred.
  We do recognize that you booked both tickets independently online. If you require assistance in the future, our customer support team is available by phone to assist with booking or online to help clarify any booking steps before travel as.
  Salt Lake Express is committed to providing accessible and respectful service to all passengers, including those with disabilities. We take claims of discrimination seriously and strive to ensure compliance with all *** and civil rights regulations.

• Initial Complaint

  Date:05/11/2025

  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.

  There is a Salt Lake Express bus that sits idle for hours every weekend at the east sport field parking lot of **************** in Downtown **************. The smell of the gas fumes blows into the neighboring homes, apartments, etc. Not to mention the idling is extremely loud early in the morning every weekend. This is a nuisance and is causing a disruption to the peace, pollution, and is extremely loud. Residents have to keep their windows closed to block the smell from the gas and the noise from the engine. The bus literally parks every weekend for hours. This needs to stop immediately. Local authorities will be notified to ticket and cite this bus.

  Business Response

  Date: 05/11/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for the disruption and inconvenience this situation has caused you and your neighbors.
  To help us investigate and resolve this matter as quickly as possible, could you please provide us with a bit more information? Specifically, do you happen to know the bus number, the exact times youve observed the idling, and any other identifying details? This information will allow us to address the issue directly with the appropriate driver and team.
  We take concerns about noise and environmental impact very seriously and are committed to being good neighbors in every community we serve. We appreciate your help and patience as we look into this.

• Initial Complaint

  Date:04/11/2025

  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.

  On March 24th, 2025, I bought roundtrip tickets from Salt Lake Express to get to (on 3/30) and from (on 4/8) *** airport from ***********, paying about $60 each way. I boarded the bus on 3/30 without issue by presenting my ID, which the driver compared to a passenger manifest list before allowing me to board the bus. I have since learned that this is standard procedure for the company.On Tuesday, 4/8, I waited at the correct location at *********** for my return bus to ***********. When a bus pulled up at about 3:50 pm, I approached the driver with a friendly greeting and a question about my bags. Driver, who later self-identified as '*********', demanded that I show her a ticket. I explained that I didn't have a ticket as it had been purchased online, and I offered to show her my ID. She refused to check it and insisted that if I didn't have a ticket, I would not be able to ride with her.I asked her to check with the *** Express office and she refused, saying that I would need to call customer service myself. I reached customer service and explained the situation. They were able to quickly confirm that I was a ticketed passenger. I requested that they contact the driver directly, explaining that I was tired and the driver was very rude and that I did not want to engage this person any more. Agent agreed to call the driver and told me I could board the bus, and that she would call me back if the problem was unresolved.I boarded the bus with my belongings and got no call back from customer service. After a couple minutes, driver returned from wherever she had gone and began loudly insisting I would have to get off the bus. When I refused, she called ************************************************************************************************ on her bus.While the arriving officers interviewed me, driver removed my belongings from the bus and drove away. I asked for accountability from *** Express and was offered a non-apology and little else.

  Business Response

  Date: 04/12/2025

  The following email was sent to passenger. This email is an apology from Salt Lake Express to a customer for the rude behavior he experienced from a driver on April 8, 2025. We let him know that were looking into the issue but cant share details due to confidentiality. Weve given him a $30 travel credit for a future trip and encourage him to call their office to book it. We also thanked him for the feedback. It indicates we have been trying to work with him and compensate him for the situation, we did transport him at a latter time fulfilling the obligations to get him to his desired destination.

  Dear ******,
  
  
  Again Salt Lake Express would like to extend our apologies for the unfriendly attitude you experienced from our driver while traveling with us on April 8, 2025.
  
  We are investigating and addressing this appropriately with the driver. Due to confidentiality we cannot go into details.
  
  As stated before we have provided you with a $30 travel credit, courtesy of Salt Lake Express, to be used for the next trip made. Please call our office to schedule your reservation.

  Again, we apologize for any inconvenience caused. Thank you for keeping us informed of our drivers behavior. We hope you will travel with us in the future if the need arises.

   

  Customer Answer

  Date: 04/29/2025

  Hello, 
  
  
  I am responding to the message I received on 4/19.  I missed the 7-day window but would still like to proceed with the complaint process if that is possible.
  
  
  I was aware of Salt Lake Express' email response as they had sent me something very similar when I initially reached out to them about the terrible experience I had.  Their apology and their offered compensation are both inadequate.
  
  
  As for the apology, the problem was only partly a rude and unprofessional driver.  The more important issue was how the driver and the organization responded when I reached out to customer service for assistance.  **************** failed to resolve the issue with the driver as I was told they would.  Then they failed to call me back and warn me about what the driver would do next.
  
  
  What the driver did next was to loudly insist that I would have to get off the bus, then threatened to call the police if I refused, then called the police and reported that I had been inappropriate with her and now she felt unsafe to have me on her bus.
  
  
  This represents a couple types of abuse of power besides being a horrible customer experience.  On one level, the driver abused the right to deny service for legitimate cause, as the only cause I had given was to correctly point out that she was being rude and unprofessional in her treatment of me.  On another level, the driver abused the airport police service and the strong tendency of that force to protect a woman who says a man is making her feel unsafe.  It's also a crime to call 911 for a non-emergency, as she did.
  
  
  But this was also a failure on the part of Salt Lake Express customer service as they failed to stop the driver from executing her plan to realize her unprofessional objective and assert her will over the outcome.  And then the failure moved right up the chain of command when I made it clear that I expected to be refunded the cost of my return ticket ($60), as there was no way anyone should be charged for the service I had received on 4/8.
  
  
  The response of management was and is to downplay my experience (sorry for the delay, sorry for the rude driver), which makes for an inadequate apology, and a $30 discount on the purchase of a future ticket, which is not the refund I requested and on which I respectfully insisted.
  
  
  This matter is not resolved and I reckon it should be investigated and maybe footage from the incident should be reviewed by a third party if possible.
  
  
  Thank You,
  ****** *****
  

  
  

  Business Response

  Date: 04/29/2025

  Thank you for reaching out. While I appreciate the situation that you have described in your email, I am unable to compensate you further. 
  
  I am sorry that you are dissatisfied with our compensation offer. However, we did provide the service for which you paid. We have also appropriately addressed the behavior with the driver. 
  
  While I wish we could do more for you, we cannot offer further compensation for this situation.
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23193868
  
  I am rejecting this response because:
  

  I was aware of Salt Lake Express' email response as they had sent me something very similar when I initially reached out to them about the terrible experience I had.  Their apology and their offered compensation are both inadequate.
  
  
  As for the apology, the problem was only partly a rude and unprofessional driver.  The more important issue was how the driver and the organization responded when I reached out to customer service for assistance.  **************** failed to resolve the issue with the driver as I was told they would.  Then they failed to call me back and warn me about what the driver would do next.
  
  
  What the driver did next was to loudly insist that I would have to get off the bus, then threatened to call the police if I refused, then called the police and reported that I had been inappropriate with her and now she felt unsafe to have me on her bus.
  
  
  This represents a couple types of abuse of power besides being a horrible customer experience.  On one level, the driver abused the right to deny service for legitimate cause, as the only cause I had given was to correctly point out that she was being rude and unprofessional in her treatment of me.  On another level, the driver abused the airport police service and the strong tendency of that force to protect a woman who says a man is making her feel unsafe.  It is my understanding that it actually constitutes a crime to call 911 for a non-emergency, as she did.
  
  
  But this was also a failure on the part of Salt Lake Express customer service as they failed to stop the driver from executing her plan to realize her unprofessional objective and assert her will over the outcome.  And then the failure moved right up the chain of command when I made it clear that I expected to be refunded the cost of my return ticket ($60), as there was no way anyone should be charged for the service I had received on 4/8.
  
  
  The response of management was and is to downplay my experience (sorry for the delay, sorry for the rude driver), which makes for an inadequate apology, and a $30 discount on the purchase of a future ticket, which is not the refund I requested and on which I respectfully insisted.  The lack of accountability on display here thus far makes it a certainty I will have no use for a discounted future ticket.
  
  
  This matter is not resolved and I reckon it should ideally be investigated and maybe footage from the incident should be reviewed by a third party if possible.

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

• Initial Complaint

  Date:02/14/2025

  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.

  Ticket Order ******* for 2/13/25 route SLE SS25D 7026 *****************, ** to ************************************** to *****************. My wife and I arrived at ****** at 2:00pm. I realize the bus was running behind due to weather but I still wanted to be there early. I was tracking the bus on the website. At 2:51pm I see the bus exiting off I-15 and turn right. The bus went to the *** campus. Around 2:59pm I see the bus making a left turn to get back on the freeway. The bus never stopped to pick me up at the Sunoco. I called Salt Lake Express at 3:01pm and they put me on hold to reach the driver. Driver claims he went to the stop, but the representative said he didn't wait long. (His GPS likely only shows he was by the stop as the gas station is adjacent to the freeway ramps.) Driver also failed to call me. My wife and I can attest that he wasn't there. Ended up driving to ********* wasting money on gas and parking expense at the airport. **************** agent claimed she would submit a request to her manager for a refund that would probably be approved. Asked for a manager to call me but that never happened.I feel the company should provide a refund and either reimburse for the gas/parking or provide a complimentary ride in the future due to the issue.

  Business Response

  Date: 02/15/2025

  Thank you for reaching out regarding the experience on February 13th. We sincerely apologize for any inconvenience caused.

  We would like to confirm that the transaction for Ticket Order ******* was voided on February 13th at 3:51 PM. Please allow time for the transaction to reflect on the account, depending on your financial institution's processing times.

• Initial Complaint

  Date:04/10/2024

  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.

  I am tying this for my Father *******************************. He and my mother were scheduled to take the Salt Lake Express and travel down to **************** on April 9, 2024. They were at the ****** ********* on time and was driven by shuttle to the ***********. They were then dropped off at the airport (along with two other elderly women ages *****). They were left there and not picked up by the shuttle to get to St. ******. When I called and talked to ***** at Salt Lake Express and he was TERRIBLE. They had to wait in the airport for six hours to catch the next ride to St. ******. I asked Salt Lake Express to return them home and they would not. I asked them to refund the money and they would not. I warned them of the ages of my parents and how hard it would be on them to be sitting from 8:30 in the morning until after 10:00 at night and ***** said that was their policy. I told them my dad has to use a ****** and struggles walking and NOTHING. I even talked about lawyers and the safety issues of leaving elderly folks there for so long and he scoffed at us. The only option they gave the 4 individuals was to wait in the airport for SIX hours. When I asked ***** how he might feel if his elderly parents were stuck at an airport - he said it wouldn't bother them. I asked him about the *** support I filled out for my parents. He said Salt Lake Express fulfilled their obligation. I asked how - since they did not help them get to the next shuttle with their suitcases and assigned seats. He had no answer for me. I just can't imagine a company like this can still be in service. The later trip to from SLC to St. ****** costs less - but I would actually like to see the entire trip refunded because it was such a nightmare. My dad is in terrible shape today. He is exhausted after trying to help care for my mom and the two other elderly women. Please look into this and make it right. They SHOULD NOT BE IN BUSINESS.

  Business Response

  Date: 04/11/2024

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced while using our service.
  
  We always try our best to stay on schedule, but unfortunately we were not able to keep the schedule on this particular shuttle. Sometimes factors involved are out of our control. We hope you understand that tardiness is not a typical occurrence for our company.
  
  Although these problems are not pleasant to address, it gives our company an opportunity to reinforce our current procedures and make changes to our employee policies to achieve our ultimate goal of customer satisfaction.
  
  We have provided you with a full refund, which was given on the date of travel 4/9/2024, and communicated via email to *******************************. Again, we apologize for any inconvenience caused and we look forward to your future travel with Salt Lake Express.
  
  

• Initial Complaint

  Date:02/16/2024

  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.

  I am a 76 year old disabled woman who purchased a ticket from *********** to ************, **** on the Salt Lake Express. I identified myself as needing *** accommodations when I bought the ticket. A bus change occurred at the *****************. The driver of my incoming bus directed me to the parked bus ahead of us. When I got to that bus, the new driver said he was going to St.****** but did not stop in ************. I said they sold me a ticket, for which I had a receipt. He said to put my luggage on and sit down. Then he told me he would drop me at the freeway exit. I told him no, the advertised drop was the **************** in ************. I am on the bus now wondering where he will leave me. Customer service says I am on the wrong bus. No shit!!!

  Business Response

  Date: 02/19/2024

  Salt Lake Express would like to extend our apologies for your experience provided by our driver while traveling with us.
  
  Although these problems are not pleasant to address, it gives our company an opportunity to evaluate our current procedures and make changes to our employee training to better serve our customers.
  
  We regret that you were placed on the wrong. We did correct that mistake and put you on the correct bus in *****, to get you to your destination. We apologize for the inconvenience this may have caused.  
  
  We apologize for the behavior of the driver and thank you for your concern and making us aware of this situation. We appreciate feedback from passengers, since it is sometimes difficult to know how passengers are being treated on our shuttles. We have spoken with this particular driver to hopefully prevent a situation like this from happening again.
  
  As we did provide the service you paid for and met all *** requirements, unfortunately we are unable to provide a refund for the services that you have received.
  
  Again, we apologize for any inconvenience caused. Thank you for keeping us informed of our drivers behavior. We hope you will travel with us in the future if the need arises.

• Initial Complaint

  Date:11/27/2023

  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.

  Purchased a shuttle to be door to door and instead was picked up and dropped off to catch a bus that caused us to have run with a toddler and my wife has health complications. ****** said arrive at 745 pm, we got there at 830pm Wasnt aware that was going to happen and arrived with my flight boarding due to all the other stops that needed to be made.

  Business Response

  Date: 11/30/2023

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced while using our service.
  
  We always try our best to stay on schedule, but unfortunately we were not able to keep the schedule on this particular shuttle. Sometimes factors involved are out of our control. We hope you understand that tardiness is not a typical occurrence for our company.
  
  Although these problems are not pleasant to address, it gives our company an opportunity to reinforce our current procedures and make changes to our employee policies to achieve our ultimate goal of customer satisfaction.
  
  In regards to our door to door service, we pick up or drop off at your door or selected location. You still ride the normal bus with its normal stops. It is not a direct non-stop service that would be a taxi, Uber, Lyft, etc. We offer the door to door service in some areas for your convenience. Our door to door service is not advertised as a non-stop service with no other passengers. On our website ************************************************ states:

  "What Is Door-To-Door?
  Our door-to-door service, or D2D, is convenient travel service offered in specific locations. It allows you to be picked up directly from a place of your choosing and taken to the main shuttle. Once you arrive at your destination another vehicle will take you directly to your destination. Let us take care of you from beginning to end."

  "How Does It Work?
  Book a trip through the regular booking portal by finding a location with (door-to-door) next to it.
  When a D2D reservation is made, whether online or over the phone, the customer is prompted for an address.
  If you are departing from that address a shuttle will show up to that location and take you to the normal departure location where you will switch vehicles.
  If you desire to be dropped off at a custom address arrive at the shuttles final destination and there will be another driver waiting for you. They will then take you to your final address. In some instances the same shuttle might drop you off if its close enough.
  *Additional fees apply"

  
  I hope this clarifies this service for you  and we apologize for any misunderstanding or inconvenience. If you have any further questions feel free to reach out to us. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20924652
  
  I am rejecting this response because: unacceptable. The amount I spent I deserve better. Sorry excuse for a business and no one can represent me the customer 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/27/2023

  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.

  I purchased tickets through Greyhound. I have been left before and given the excuse that I was never put on the roster so now I call ahead to verify my name is there. I called on the 9th to verify that I was on the roster for that day to ******* from Vegas and also for my return trip on the 12th back to Vegas. I was told I was on both and that I was good. Come the 12th the bus never shows and when I call I am told I was taken off the roster so Greyhound could sell more tickets for them. This is the second time ive been stranded and they try to blame greyhound when its them taking my name off THEIR roster. Greyhound wont refund because they already paid Salt Lake for the ticket for the ride THEY NEVER GAVE ME. I need to be reimbursed some way from THIS company since it is THEIR fault I was stranded and THEY still got paid.

  Business Response

  Date: 11/28/2023

  Thank you for communicating to us about issue with your Greyhound ticket and scheduled travel. 
  
  While we partner with Greyhound on several routes, we cannot offer compensation or refunds for tickets booked with Greyhound. As you did not travel with Salt Lake Express, we have not collected payment for your trip; we only receive payment from Greyhound after you have traveled with us.
  
  If you would like compensation or a refund,please reach out to Greyhound directly.
  
  You're welcome to send this information to them as well.

• Initial Complaint

  Date:10/25/2023

  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.

  Made the reservation on 9/25/2023 for 2 roundtrips beginning on 12/30/2023 canceled the reservation on 10/24/2023 during that call I was informed I could get a full refund only to be used at a later date with salt lake express or a refund to my credit card minus $10 per person per trip = $40 less I paid $228.35 for the original reservation and received a credit to my credit card of ****** During my call with the customer service rep I indicated there was no cancellation policy or fees stated anywhere on the website or on any of the paperwork I received when I made the reservation. he said nothing. I would like to get the $40 refunded as well.

  Customer Answer

  Date: 10/25/2023

  salt lake express has responded to my email.

  their refund policy is under terms and conditions not policies.  certainly harder to find

  however it says there is a $10 cancellation fee per reservation.  it does not say per person or per trip, only per reservation.  I only have one reservation # with 4 parts.  which would only amount to a $10 fee not $40.

  so I am not sure if I truly have  a valid complaint with the BBB.

  Thank you

  Business Response

  Date: 10/25/2023

  Thank you for reaching out to us about your ticket. The reservation has been canceled and a credit of a partial refund was given and $40 has been kept on your Salt Lake Express account. 
  
  We were informed that you had called to request a full refund for this ticket. Unfortunately, we are unable to honor that request.
  
  Our terms and conditions, which is on our website, (****************************************************) cover our cancellation safety and refund policy. It is stated that:  "Refunds less a $10 cancellation fee per reservation are allowed only if the refund is requested more than two (2) days before your scheduled travel. This cancellation fee will be saved to the passengers account as a credit and can be used toward any future travel with the Salt Lake Express, provided that travel will be complete within one year from the original date of travel." (A reservation is defined as per person and per direction)
  
  As your ticket was canceled more than 24 hours after the purchase date and more then 48 hours before the travel date, you do not qualify for a full refund, but a partial refund and the amount of $40 will be saved as a travel credit for 1 year on your account. 
  
  Please call us when you are ready to use that credit. Our number is listed below. 
  
  We apologize for any misunderstanding or inconvenience, and look forward to your future travel with Salt Lake Express.

• Initial Complaint

  Date:10/07/2023

  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.

  I rode on bus 613 and from the beginning of the ride there was coolant dripping from the ceiling. I also see that there has already been the same complaint posted about the same bus a few months ago. My bags got soaked with coolant and i felt nauseous the entire drive *** to the fumes. I would like my ticket refunded.

  Business Response

  Date: 10/10/2023

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced with the mechanical problems while using our service.
  
  Unfortunately this was a situation that we could not foresee and therefore, could not prevent. We do have full-time mechanics who oversee all of our equipment to keep vehicles in top working order. All steps are taken to prevent and address problems before the vehicles are sent on any of our routes. You stated that you were on bus 613 but it was actually bus 619 and the issue reported previously had been addressed and resolved. We apologize for this circumstance where the problem was unpredictable.  Again we apologize for the inconvenience.
  
  Although these problems are not pleasant to address, it gives our company an opportunity to reinforce our current procedures and make changes to our employee policies to achieve our ultimate goal of customer satisfaction.We appreciate your understanding and patience with us as we work to better serve our customers.
  
  We were informed that you had called to request a refund for this ticket. Unfortunately, we are unable to honor that request. We have provided you with a $30 travel credit, courtesy of Salt Lake Express, to be used the next time you travel. Please call our office to schedule your next reservation. Again, we apologize for any inconvenience caused and we look forward to your future travel with Salt Lake Express.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20709228
  
  I am rejecting this response because: It is obvious that the company does not care about the safety of its customers. Arguing with me about what bus I rode on? IT WAS UNSAFE REGARDLESS... however, It was bus 613 that I rode on. If the company is getting bus numbers confused with other buses having the same issue then my point is even more accurate. I believe this company will say whatever they need to in order to keep money from customers. I know what bus I was on because I paid what I would consider a ridiculous amount considering the unsafe circumstances I was put under. Thanks for not caring about your customers or your employees. Though I wont get my money back this post can stand as one bad review that will turn away future customers including myself.
  
  Sincerely,
  
  *************************