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:10/20/2022

  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 rode the bus with a ride bus driver she was swirling all the street along the high way she let some man claiming to be a strange boyfriend ride for free sharing food with him an he never paired she appears to be acting weird along the free way so I hoping some one check the cameras about this issue

  Business Response

  Date: 10/21/2022

  Dear ********,

  
  Salt Lake Express would like to extend our apologies for your experience 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 will address all the concerns you mentioned. We appreciate feedback from passengers, since it is sometimes difficult to know how passengers are being treated on our shuttles. We will speak with this particular driver to prevent a situation like this from happening again.

  
  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:09/29/2022

  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.

  09/26/2022 - 09/27/2022 TICKET ORDER #: ******* SLE SL85D Bought a ticket and when I tried to board the bus the driver said they were full and rolled up the window on me. I had to take an Uber from ********* ** to ******** ** to catch the transfer bus to make my destination at the time I was supposed to arrive, I was told I would be getting a refund and I have reached out to speak to the manager on several occasions since this by phone and email and have only received a computer generated $5 off coupon in response. I was told on one call to attach my Uber receipt to the email, which I did but still have not gotten any type of response back. I do not feel like I should have to pay for a bus ticket & an Uber ride for almost the same price

  Business Response

  Date: 10/01/2022

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced on September 26, 2022 while using our service.
  
  We apologize for the overbooking. Although these occurrences are rare, we understand they can be inconvenient and cause issues to travel plans.
  
  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 are aware that there might have been additional expenses accumulated. I appreciate you including the receipt information for the uber. We will need your current mailing address emailed to us at *************************************** then be able to determine the full compensation that can be offered for this experience.
  
  We have provided you with a $45 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 and we look forward to your future travel with Salt Lake Express.

  Customer Answer

  Date: 10/01/2022

   
  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:09/27/2022

  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.

  I have never felt so unsafe as a passenger as I did on the Salt Lake Express shuttle. So much so that I decided to get off the shuttle at the first stop and find another way home - at considerable inconvenience to me and to my family. Our driver was drifting back and forth and in and out of our lane several times, overcorrecting (once so hard that we all gasped), appeared drowsy, and all that while it seemed like we were speeding. The shuttle itself was also old and worn.I would like a refund for the return trip of my round trip ticket. I called to report concerns about the driver and the customer service rep was understanding and helpful, but I later received a generic response from management (same response they give to each negative review) that declined my request for a refund. They did offer $20 travel credit which is worthless because I definitely won't travel with them again. I replied to ask that they reconsider the refund since they did not provide a safe experience, and not because I was simply dissatisfied, but that I was genuinely concerned for my safety. I have not received a response so I would like to request that BBB assist with communication and resolution. The refund would be approximately $50.Thank you!

  Business Response

  Date: 09/28/2022

  Currently, I have placed a travel credit onto your account of $20 that was added to the original $20 that I offered. At this time, 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. While I wish we could do more for you, we cannot offer further compensation for this situation.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18139164
  
  I am rejecting this response because: I do not plan to use Salt Lake Express again, so additional credit is of no value to me. I would like a refund for the return trip of my round trip ticket - $50 would be acceptable. I understand that it is my choice to decline the credit, but I know that refunds have been issued in the past for other customers because business replies to customer reviews have indicated that a refund would be issued (see attached).  I am requesting the same treatment for a refund due to inadequate service rendered for the price I paid.

  In my opinion customer safety should be a top priority, and helping the company address safety concerns should be welcomed and rewarded. In this case it feels like preference has been given to policy.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/08/2022

  Thank you for your email. Currently, I have placed a travel credit onto your account of $40, of which you were previously notified. At this time, 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. While I wish we could do more for you, we cannot offer further compensation for this situation.

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  In reference to complaint ID ********, despite the last reply message from the business, the business has issued a partial refund of my fare, which is an acceptable resolution for me.
  

  Thank you for mediation to reach an acceptable resolution to the matter.

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

• Initial Complaint

  Date:09/16/2022

  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.

  Bought ticket on September 12th to be picked up on the 13th and they never showed

  Business Response

  Date: 09/16/2022

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced.

  
  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 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.
  

  
  

• Initial Complaint

  Date:08/19/2022

  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 bought a ticket for $64 on the Salt Lake express from ***** **** at 8:45 AM to come to ****** **** at 1:30 PM. I miss the bus going to ****** from ********* because their bus comes at 8:30am before the bus leaves from ***** at 8:45 so there was no way for me to even make that connecting bus so they mess up on their end and online it even shows that I wouldve made that bus at 9:30am but They say theyre online is wrong so they shouldve updated it and inform people but they did not inform me at all that I wouldve had to take In earlier bus to make that connecting bus at ********* again I didnt do a part trip I did a full trip from ***** to ****** so they shouldve handled it on their end, And earlier bus to make that connecting bus at ********* again I didnt do a part trip I did a full trip from ***** to ****** so they shouldve handled it on their end Now I have to wait an extra 10 hours to be able to make it to where I was supposed to go out, ******, and I wont be arriving until 9 PM. Their online website is still the same, If I booked a ticket from 845 ***** to 1:30 PM ****** youre not going to make it because theyre online is messed up and they have not fixed it and they have not told anybody about it either.

  Business Response

  Date: 08/21/2022

  Salt Lake Express would like to extend our apologies for the inconvenience you experienced 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 that we have an error in our scheduling system. 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 are addressing this particular occurrence to hopefully correct it swiftly and prevent a situation like this from happening again.
  

  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...