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.

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  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:08/29/2023

  Type:Delivery 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.

  What date did you contact the merchants about the matter?June 30, 2023 on five separate occasionsWhat was said by the merchants? if unresponsive please document that. See screenshot of outgoing calls to Greyhound Bus (note no incoming calls, texts, or emails to update me of any delays. Also, nothing posted on the company website)4:24 [1 hour 24 minutes late] I sat on hold for 5 minutes and then hung up 4:29 SLE customer service rep told me their driver was experiencing vehicle troubles and would arrive within next 45 minutes 5:35 [2 hours, 35 minutes late] SLE rep told me their scheduled driver was a no show for work and they were trying to find an alternate 5:51 SLE customer service told me a new driver was on his way and would arrive within the next 2 hours SLE shuttle bus driving a different route (back to St. ******) arrived at LV airport and told me the next shuttle wouldnt arrive until around 3:00pm the next day, July 1, 2023 6:03 SLE customer service confirmed that next shuttle going to Tonapah would be the next day. Also, she scolded me for pronouncing Tonapah wrong (Its pronounced T'to?n??p??/ TOHN-?-pah!!!!What services was being paid for? One way fare, with two transfers, to *******, ****** What was the expected date of services/when was the service done? June 30, 2023 / service was never performed and I was required to pay for alternative means of transportation *** Services ever get cancelled?Services were never officially cancelled I was told I could wait 24 hours at the airport to catch the next shuttle (assuming it arrived) at 3pm July 1, 2023. The party I was meeting in Tonapah was leaving early on July 1 making it impossible, and very inconvenient, to wait at the airport for 24 hours. Utimately, I was forced to have a friend drive 7 hours (using over $100 in fuel) round trip from Tonapah to pick me up the airport. Communicated during Call from ************* at 9:26 pm (see phone record below) 12:52pm call from ************** was my rides arrival at the LV Airport 3.5 hour drive from LV Airport to Tonapah arriving at around 4am Your Ticket Order #: ******* Manage My Trip > ***********************************,Thank you for purchasing your travel tickets online. Your order information is printed below for your records.Boarding Pass Our ticketing is electronic and the above passenger names will appear on the driver manifest for the following dates.The ticket order number is your electronic ticket number and expedites resolution in case there are any problems or changes.TICKET ORDER #: *******Trip Information 06/30/2023DEPARTARRIVE SLE SS20D 70217:20 AM12:20 PM 7 Eleven Station ***************************************************************** ***** Plaza ********************************************************************* 06/30/2023DEPARTARRIVE SLE SL40A 804012:40 PM2:00 PM ***** Plaza ********************************************************************* ********* Airport *********************************************************************************************, Courtesy Shuttle Zone *********, ** ***** 06/30/2023DEPARTARRIVE SLE LR10A 52103:00 PM6:55 PM ********* Airport *****************************************************************************************************, Courtesy Shuttle Zone *********, ** ***** *************** Food Mart **** US-***************************** Travel Receipt Ticket Order #: ******* Order Processed By: Salt Lake Express *************)

  Business Response

  Date: 09/01/2023

  Salt Lake Express would like to extend our apologies for any misunderstanding. The passenger cussed the driver out so the driver left him because he was yelling and being rude to him. The driver did not feel safe transporting the passenger and refused boarding per terms and conditions agreed upon during purchasing the ticket.
  
  We apologize for the actions caused by the passengers behavior and thank you for your concern and making us aware of this situation. We appreciate feedback, since it is sometimes difficult to know what exactly happens on our shuttles.
  
  Again, we apologize for any inconvenience caused.Thank you for keeping us.

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20540371
  
  I am rejecting this response because:

  driver "cussed" me out after waiting for driver for over 6 hours!  this complaint isn't about a lousy buck... it is abour your organization not taking accountabilty for your actions!  it is about your reputation.  

  Salt Lake Express's business reputation is on full public display over a lousy hundred bucks!  very telling. 

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

  Business Response

  Date: 09/13/2023

  Salt Lake Express would like to extend our apologies for the unfriendly attitude you experienced from 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 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. I would like to address this situation with with this particular driver to hopefully prevent a situation like this from happening again, but I would need the order number to proceed.

  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.
  

  
  

  Business Response

  Date: 09/13/2023

  After submitting the response I was able to find the order number and pull up additional information. ***** and the driver called to inform us of the situation which has been recorded on his account as follows:

  Entered 06/30/2023 09:10 PM by Any M
  passenger called in really upset that his thee shuttle was really late he cussed the driver out so the driver left him because he was yelling and being rude to him I told passenger that the driver has every right to not let him on because it wasn't his fault he was late he was just the replacement for the driver that didn't show up and them the passenger cussed me out and called me the * word and said that i need to give him his Fing money back I hang up on him because he was still yelling and cussing me out

  We do apologize that the shuttle was late. However ***** cussed out the driver and was disruptive. The driver subsequently kicked the passenger off the bus for his behavior, which does forfeit his ticket due to *****' own behavior. As shown above he also cussed out the *ustomer Service Representative. We are unable to refund or compensate him for his behavior escalated the situation.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20540371
  
  I am rejecting this response because:
  

  The driver smelled of booze and immediately warned passengers that he wasn't going to listen to any $#@$_& complaints from customers... saying it was his day off but he got pulled into work because another disgruntled worker quit.  The disgruntled driver's message was clear -- everyone needs to STFU because I'm not representing Salt Lake Express's awful operation.  I asked why passengers were being cused out and not allowed to be upset about the 12 hour delay.  The driver immediately became livid screaming at me and telling me not to get on "his" bus.  I didn't feel safe with this angry man, who claimed he hadnt gotten any sleep, driving me; again, he smelled of booze.  Salt Lake Express continues to say that i was kicked off the bus for screaming obsenities and that the driver felt "unsafe." this is not true as i never boarded the bus.  Read the reviews of this company and decide who is telling the truth! 

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

  Business Response

  Date: 09/27/2023

  Salt Lake Express would like to extend our apologies for the unfriendly attitude you experienced from 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.
  
  In regards of this driver smelling of booze we have had neither such complaints nor comments until it was mentioned here after the original complaint was disputed. If this accusation was made on the day of the travel we would have gladly verified the veracity of the claim.  We perform random drug tests on our employees to ensure safety.
  
  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.
  
  Our terms and conditions state: We reserve the right to refuse transportation to anyone who in our sole opinion may be disruptive to the driver or other passengers.
  
  Due to the fact ***** was being disruptive, swearing at the driver and later at a customer service representative; he was not permitted to continue the trip.  As shown in notes on the ticket which is attached. This caused the remaining of his ticket to be forfeited.
  
  Again, we apologize for any inconvenience caused. Thank you for keeping us informed. We hope you will travel with us in the future if the need arises.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20540371
  
  I am rejecting this response because:
  

  It is a normal reaction to be upset after being stranded -- for 10 hours -- by an unprofessional business; being lied to on multiple occassions was adding insult to injury.  Driving me to ********* and leaving me stranded is completely unacceptable... shotty business policy be damned. 

  Salt Lake Express has slandered me, a paying customer, without providing a shred of evidence.  This is unethical and cause for a lawsuit.  

  I am rejecting Salt Lake Expresses claims as they are baseless, upsetting (adding insult to injury), and lack substance.  Futhermore, potential Salt Lake Express customers need to have access to public records of how it treats passengers... willing to abandon them without warning based on the whims of an upset and very intoxicated driver. 

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

• Initial Complaint

  Date:07/07/2023

  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.

  On 7-7-23 I was picked up in ***** ******* on a salt lake express. There is coolit leaking inside the bus, some landed in my son's eye. We where also told by the driver that because of the coolit leak we may all feel lightheaded or nauseous if so the driver has candy. ***** leads me to believe this problem is not new. I feel this bus should not be on the road or have kids on it. It's bus 613.

  Business Response

  Date: 07/08/2023

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced with the mechanical problems on July 7, 2023 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. We apologize for this circumstance where the problem was unpredictable. 
  
  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 are unable to provide a refund due to the fact that the ticket was purchased through a third ************* would need to request a refund through that company since they collected the funds. Again, we apologize for any inconvenience caused and we look forward to your future travel with Salt Lake Express.
  
  

• Initial Complaint

  Date:06/21/2023

  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.

  Date: 6/10/2023 Amount of money: We were invoiced for $1,568. We havenot paid them yet What the business committedto provide:"Salt Lake Express is committed to providing safe, accessible, timely and professional services for our customers." What the nature of the dispute is:They were supposed to pick up and drop off wedding guests from our hotel to our reception. I (groom) had to field 11 calls from the driver since he did not know how to get to the venue. The Director of Charter Sales claims the address we provided on our agreement was incorrect and that is why the driver was unable to drive the bus to the venue. This is false - if you put the address, exactly as it is written, into ****** Maps, it brings directly to the location. The driver ended up driving our guests 30 minutes in the opposite direction, calling me several times, and did eventually deliver our guests to the venue, about an hour and 15 minutes late. We expected a company called the Salt Lake Express to be able to transport people within **************, especially when provided with both addresses (both of which are in **************). So, we requested a new invoice for half of the initial price, since they did not deliver as promised for the first half. We are even comfortable paying up to $1,150 to settle this dispute, since the return trips were done in a timely manner.Whether or not the business has tried to resolve the problem:We had to send multiple emails before someone agreed to speak with us about our dispute. We spoke with the Director of Charter Sales, *******************, who treated us very immaturely and unprofessionally. She kept cutting us off when we were trying to state our case, and after 3 minutes of not listening to our reasoning, told us that if we didn't pay in full immediately she'd send us to collections and hung up on us. This is where we currently stand.Account/order/tracking number:2579/5027

  Business Response

  Date: 06/24/2023

  Thank you for the opportunity to address this. While I appreciate the situation that you have described in your email, I am unable to discount the service.
  
  Our terms and conditions state:  "SALT LAKE EXPRESS WILL MAKE ITS BEST EFFORT TO GET PASSENGERS TO THEIR DESTINATION ON OR BEFORE THE SCHEDULED ARRIVAL TIME.HOWEVER, SALT LAKE EXPRESS WILL NOT BE RESPONSIBLE FOR DELAYS CAUSED BY WEATHER, ROAD OR TRAFFIC CONDITIONS, MECHANICAL FAILURE, OR ANY OTHER CONDITIONS THAT ARE UNFORESEEN. ANY EXPENSES ARISING FROM DELAYED DEPARTURE OR ARRIVAL TIMES, INCLUDING, BUT NOT LIMITED TO MISSED FLIGHTS, MISSED SCHEDULES,OR OTHER TRAVEL CONNECTIONS, ARE THE SOLE RESPONSIBILITY OF THE PASSENGER." (see **************************************************** #**.)
  
  I am sorry that you are dissatisfied. However, the address you provided was not accurate when using mapping/GPS programs which caused the ***** min delay to the venue.Multiple passengers on the coach were also not able to assist the driver with finding your venue's location. He did everything possible to find this location and after exhausting all options he had to call you. To discount or request half this charter for this issue is not feasible on our end. As stated previously we will remove the drivers' gratuity for this issue. This is all we able to do given the situation. While I wish we could do more for you, we cannot offer further compensation for this situation.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20218277
  
  I am rejecting this response because: They are still expecting payment in full for the services that they promised but did not deliver, and have not accepted my payment of $1,150.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  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.

  On Sunday, June 11th, I had a confirmed ticket to ride the shuttle from the *** airport to *******, *****. My plane was late, I ran to baggage claim, my bag was the first one out and I got to the pickup location at 12:02 for the 12:00 shuttle. It was already gone. I called customer service and was told the policy is that the bus will wait five minutes if you call to say you are late. The policy says that the shuttle may depart early if everyone has checked in with the driver which implies the driver does have the passenger list and knew I wasn't there yet. But the driver didnt wait at all. I was told I could get credit for the trip. My father also called to see if I could get a refund since Im moving to another state. He spoke with ******* who just said that there was no credit. He then escalated to a manager who said I could get a credit but not a refund.. My father continued trying to reason that in my situation a credit doesn't help and the manager said the credit is fully transferrable. The manager was patient when my dad expressed frustration over how this all went...mainly that the driver knew he was leaving someone behind and didn't wait the five minutes. I assumed the credit would be added to my account but noticed today that it still was not there. I called customer service to find out why and talked with *******. He again said that I couldn't get a credit. I asked to talk to a manager who previously said I could get the credit. ******* was very rude and refused to let me speak with a manager. He berated me that just because I didn't get my way I did not have a right to talk to a manager. He said to send an e-mail which a manager would read. My father again called in and spoke to *******. As soon as ******* found out it was about me, he started yelling and was completely rude to my father. He also refused to let my father speak to a manager. My father returned the yelling then hung up. I just want to get a refund or credit. The amount charged was *****

  Business Response

  Date: 06/23/2023

  Thank you for reaching out to us about your ticket. We apologize for the behavior of the customer service representative 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 individual to hopefully prevent a situation like this from happening again.
  
  The reservation ******* has been canceled and a credit of $77.60 has been kept on your Salt Lake Express account. 
  
  We were informed that you had called to request a refund for this ticket. Unfortunately, we are unable to honor that request.
  
  Our terms and conditions (****************************************************) cover our cancellation safety and refund policy. It is stated that:  "No refunds are allowed if cancellation is made less than two (2) days in advance of original scheduled travel. (Terms and Conditions #8)" 
  
  As your ticket was canceled after the travel date, you do not qualify for a refund, but the amount 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.
  

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do not see a credit posted to my account yet, but I assume that it will be posted shortly.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  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.

  Actually thee are two separate instances i'll report on the most recent first. On 4/11/23 using order number #******* i was to be picked up at 10:35 am at the (Maverick 5th ave exit in *********, **.) I ARRIVED at 10:15am and at 10:**** ASKED MY FELLOW PASSENGER to make sure they did not leave me i would "quickly" use the restroom as the bus had not arrived at that point. TAKING NO MORE THAN3-4 MIN. I USED THE RESTROOM came out of the store to see the bus pull away from the station. I promptly called your dispatch immediately explained the situation and asked her to have the bus driver turn around to come pick me up. instead of turning around he said he would wait at the next stop *** 5 min. and i immediately procured a ride from a total stranger and since it is only 2 miles to the *** from the Maverick went directly there in less than 5 min. and the other future passenger said HE DID NOT WAIT 5 MIN. PICKED UPA PASSENGER AND LEFT IMMEDIATELY. I WAS LIED TO very inconvenienced, frustrated with your lack of customer care. I was taken home by the stranger and had to drive myself to the *********** and used "extended" parking for 4 days at the airport ($40 plus my one way ticket price of $72.30) i am asking for a full refund as i will not be using your services EVER again as a very similar event happened approximately a year ago on the return leg of a trip from the *********** to *********. My plane was delayed and upon landing i realized i could not reach curbside from the SOUTHWEST gates to the pickup location for shuttles in 5 min. AGAIN I IMMEDIATELY call your dispatch and the bus had not arrived yet and would wait longer than 5 min. i was told and thus i RAN through the terminal as it is a 15 min. walk from Southwest gates. as i came out of the terminal totally winded the bus was pully away i immediately called dispatch as the bus was insight and request he/she turn around to pick me up and they WOULD NOT thus i had to wait another 4hours for your next shuttle

  Business Response

  Date: 04/18/2023

  Dear ****,
  
  Salt Lake Express would like to extend our apologies for the inconvenience you experienced on April 11, 2023 while using our service.
  
  We always try our best to stay on schedule, and our drivers are unable to wait longer than the extra five minutes beyond the scheduled departure time. The reason for this policy has to with laws around the amount of hours our drivers can legally be on the road per day and week. I understand that this can be frustrating but the safety of our passengers and adhering to the law is our upmost concern.
  
  We were informed that you had called to request a refund for this ticket. Unfortunately, we are unable to honor that request.
  
  Our terms and conditions (****************************************************) cover our cancellation safety and refund policy.It is stated that:  "No refunds are allowed if cancellation is made less than two (2) days in advance of original scheduled travel. (Terms and Conditions #8)"
  
  The reservation ******* has been canceled and a credit of $72.30 has been kept on your Salt Lake Express account, and we have provided you with an additional $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: 04/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2023

  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.

  On March 20, 2023 I purchased a round trip ticket (with my credit card) from the ********* Airport to *****, **** and back, order Number: *******. The total cost was $108.60. The *** to ***** leg was scheduled for Mar 23. On Mar 22, I changed the reservation because a friend came to pick me up at the airport, and she took me to *****; I rescheduled my outgoing ticket to be from ***** to *****, and the agent I talked to told me the difference in cost would show up as a credit (of around $30?) with Salt Lake Express.On Mar 25, I called to change my pickup location in ***** from the north side of town to the south side of town. The person I spoke with said the change had been made, and that there would not be any change in the cost of my ticket. On Mar 26, I waited at the stop, and when the shuttle didn't arrive after 20 minutes, I called. They told me that the shuttle had been cancelled (I guess since the roads were not plowed and there was a huge snow storm), and that they had called me and left a message. They said that since *they* were the ones who cancelled the shuttle , my ticket would be refunded back to my credit card. However, my phone does not show that they called me--it records every call, even calls I miss/don't answer, and they definitely did not leave a voicemail. Luckily I was able to get a ride to the airport, but as of today (Mar 28) there was not a credit to my credit card.I called them on Mar ******************************************************************************************** that I would only get credit with them, not a refund. Since I do not travel to ********* very often (I was only there to attend my mother's funeral, and I don't expect any other relatives to die in the near future), that credit is useless to me--they are basically just taking my money, because it happened to snow that weekend, which seems like a scam to me.

  Business Response

  Date: 03/28/2023

  Dear ******,

   

  I received the request for a refund for this ticket a few hours earlier today. About an hour ago and after researching what happened I processed a refund for you in the amount of $77.66, the remainder of the credit from the amount of $108.60 was used to purchase a ticket, order number *******, from ***** to *****. I have also placed a $30 travel credit on you Salt Lake Express account for future travels. I apologize for the confusion and miscommunication and hope this helps answer and resolve you concerns. Have a great day.

   

  Sincerely-
  *********************
  
  Customer Relations Director
  O: *********************
  
  

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/28/2022

  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.

  We went out of town. My husband needed to return early for work. We purchased a ticket, order # *******, including gratuity for a total of $74.10 on 12/18/22 for him to ride home on 12/27/22. The day came and we arrived at the pick up location of ********* Shell Station on ******* Ave in **************** at 10:25 am. No bus yet. We waited until 10:50 & called the # to locate the bus. We were on hold for 1 hour before we were able to talk to someone. She called the driver. At this point we've been waiting for the bus for 1 hr 20 mins. She came back on & said, "The driver is running late, but is planning on stopping there to refuel & give his passengers a rest stop." (Planning on? No, he has to stop to pick up a paying customer!) I asked where he currently was as it's been 1 hr 15 mins past the 10:30 pick up time. She put me on hold again to try & reach the driver. She came back on & said, "He did not answer, probably being cautious, but his tracking looks as though he's already passed that exit. I'm sorry *****." (How could he have passed that exit if he was planning on stopping there to refuel & give his passengers a rest!? Clearly he was not being honest.) No offer for anything. I then asked her what we are supposed to do to get him home. She THEN offered a ride on another shuttle, but that was the last shuttle for the day & the following day was booked full. I told her that does not get him home for work especially when the driver clearly didn't stop here & clearly was lying. Finally she offered a refund & to file a complaint on the driver. I said yes we want a refund since you drove right past & yes I wanted a complaint filed on the driver. She put me on hold. She asked if there was anything else she could do. I said pay for a rental car. She said we'd have to talk to the manager about that. I said ok and then she said, "Good day *****." and hung up on me. My father had to drive my husband back 6 hours round trip and caused him to be 3 hours late for work.

  Business Response

  Date: 12/29/2022

  Dear *********,
  
  
  Salt Lake Express would like to extend our apologies for the inconvenience you experienced while traveling with us on December 27, .
  
  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 apologize that we missed you. Though it is a very uncommon occurrence, at times our employees get so much on their mind that they do miss very important steps. We appreciate feedback from passengers as well as your letting us know of this occurrence. We have spoken with this particular employee to hopefully prevent a situation like this from happening again.
  
  We have provided you with a full refund and 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. We hope you will travel with us in the future as the need arises.Tell us why here...

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising 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 got a ticket from ******************* to ***** on 12/01/2022. The bus did not come and when I called salt lake express they said the bus did not know they had a pick up there and bypassed us. They then said I should contact management, and they should refund me the ticket and Uber costs if I decide to take one. So I took an uber and contacted salt lake express and they refunded the bus ticket costs but I did not recieve the promised costs for the extra money I had to spend on the uber ride because the bus did not come which was $70.79.

  Business Response

  Date: 12/15/2022

  ***,

   

  We apologize that this process has taken so long. Unlike the refund which can be processed within a few days. Reimbursements take usually a couple of weeks. We have a compensation committee that meets and discusses these matters. After a decision is determined we then turn over the information to out accounts payable department who write out the check and then mails to individual. Earlier this week we were able to submit this to our accounts payable department and it should be mailed out by the end of this week. If you have any further questions or concerns please reach out to us at Salt Lake Express. ************. Again we apologize this has taken so long.

   

   

  Customer Answer

  Date: 12/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:11/28/2022

  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.

  I paid $78.15 for a ticket for my son *********************** to ride from ***** to ***** campus on Sunday, 11/27/22 (changing buses at *********** partway). The bus was supposed to pick up in ***** at 8:45am, my son was there and waiting at 8:20am. The bus never showed, stranding him and several other riders. I called Salt Lake Express and sat on hold for TWO full hours before finally giving up (see screen shot of when my hold time hit two hours below). After waiting 1.5 hours, my son paid $80 for an Uber to take him to *********** to try to catch any of their buses for the second leg of his trip back to ***** (having long ago missed the 10am bus from the airport that he was originally supposed to be on). The shuttles were all filled up, and out of desperation, we ended up buying him ANOTHER $80.30 ticket just to guarantee him a spot on their 6pm bus (the only one left with an opening) so that he could get back. What an unbelievable, stressful, expensive disaster it all was. Tried to call them the next day about it, and again was unable to get through to anyone.

  Business Response

  Date: 11/29/2022

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced while traveling with us on November 27, 2022.
  
  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 apologize that we missed you. Though it is a very uncommon occurrence, at times our employees get so much on their mind that they do miss very important steps. We appreciate feedback from passengers as well as your letting us know of this occurrence. We have spoken with this particular employee to hopefully prevent a situation like this from happening again.
  
  We have provided you with a refund of $78.15 and 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. We hope you will travel with us in the future as the need arises.
  
  Tell us why here...

• Initial Complaint

  Date:11/23/2022

  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.

  I bought a ticket with their charter bus from *********** airport to ******* for 11/6/22. The bus driver bypassed the stop. I called and was told the bus driver did not realize I was on the manifest but that I was clearly on it. The next bus was four hours later and I asked for and was informed I would receive a refund within 5 days. The customer service associate was unapologetic and hung up on me. On 11/20 I called because I never received my refund. I was told they would get it processed and again was hung up on. I called and spoke with a manager who said the request wasnt processed because it was either lost in their email system or that it had to go through an approval committee. I expressed my disappointment at their poor customer experience. Again I was told I should receive a refund within a few days that it was approved. I still have not received any refund. They charged me for a service they did not provide and are not unapologetic, they seem to not take customer service seriously. I just want the money I paid refunded. The ticket was around $20 and their failure caused me to have to pay $80 for an uber. Their attitude is that I have no reason to be upset.

  Business Response

  Date: 11/25/2022

  Dear *****,

   

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced while scheduled to travel 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 apologize that we missed you. Though it is a very uncommon occurrence, at times our employees get so much on their mind that they do miss very important steps. We appreciate feedback from passengers as well as your letting us know of this occurrence. We have spoken with this particular employee to hopefully prevent a situation like this from happening again.
  
  We have provided you with a full refund and $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. We hope you will travel with us in the future as the need arises.

   

  Sincerely-
  *********************
  
  Customer Relations Director
  O: *********************
  W: SaltLakeExpress.com
  Nicer. Newer. Friendlier. Cleaner.
  SIMPLY BETTER.

  
  

  Customer Answer

  Date: 11/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************