Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In July 2023, this company erroneously charged my Government credit card for two additional shuttle services, when I only needed one, in the amount of $240. I did not discover this error until late October 2023, at which time it was past the 60 day window to dispute the charges on my credit card. I then contacted the company about the overcharges and requested a refund of $240. I finally did receive a credit on my statement for one shuttle service in the amount of $120. I immediately contacted them again to inform them they still owed me for the other shuttle service in the amount of $120. In October/November 2023, I spoke several times to ******* at this company, who assured me they would get it straightened out and had let her supervisor know about the issue. A few weeks went by but I never received a refund on my credit card statement. By now, my Government credit card payment was significantly past due and my account was in jeopardy of being suspended. I continued to contact the company and speak to ******* about the matter but received no resolution. I then received a call from Patricia, the Reservation Manager, who said they needed the owner, Jason, to come in and try to do the refund to my card. The company had a new payment processing system and only he could access it. However, it was near Thanksgiving and the company was extremely busy. A couple of days went by and still no refund. On 11/22/2023, Patricia called to tell me that because of the payment processing system they had they were unable to refund the money to my credit card. ******** suggested I pay my credit card statement and they would send me a check in the amount of $120. She did say, "we do owe you the money." I immediately paid my credit card to avoid my account being suspended. Now, I would like them to pay me! I gave them over 30 days to send me my refund of $120 but to date, have not received anything. They owe me $120 and I would like them to send this to me asap.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service 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 used the company website to get a quote for transportation from KCI Airport to my home on 8/1/22. They texted me on 8/1 saying they had emailed me a quote. I responded back via text saying that i was going with another company. Approx 2 weeks later they called on the phone and asked if I still needed transportation. I again told them no, I had already made arrangements with another company. A few days later I got another call from someone else at the company and I again told them I was using a different company. Then they started emailing and texting me relentlessly asking if I wanted to book with them. I notified them via text and email to stop contacting me, that I wasn't going to use their services and if they continued to bother me I would report them to the State Attorney General as this was becoming harassment! On 8/17 I got another text message from them. Despite asking them to stop twice, today 8/18 I got 2 more text messages and 2 emails. I have been able to block their emails and have reported them as SPAM but have no way to block their text messages. In my opinion, this is unethical business practices and total harassment. Besides their prices being abnormally high, with this kind of behavior I would NEVER use their services. This is a blatant disregard for my wishes and if not criminal, then certainly unethical. I need them to cease and desist immediately and want it on the record to warn others so that they aren't subjected to the same harassment. They also do not have a way to unsubscribe in their emails. This is in direct violation of SPAM laws! I would like no further contact from this business and for them to modify their procedures so that people that have opted not to use them receive no further contact - automated or otherwise.

  Business Response

  Date: 08/20/2022

  We have an automated quoting tool that is attached to our reservation system. Until the client says that they are not interested or clicks the box on the quote the emails will continue. She had 4 quotes in our system that have all been closed and were closed. 

  Customer Answer

  Date: 08/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1) I have no idea how I could possibly have 4 quotes in the system! And correspondence does not reflect 4 different quote numbers. 2) As proved in the attachment I sent, I had repeatedly told them I wasn't going to use their services - this was stated in 2 phone calls, text messages and email messages.  3)By the time I got their email with the decline button, I had already reported them as Spam and was no longer reading their messages. 

  If clicking on a button in an email is the only way to get them to stop contacting someone, then that needs to be the FIRST email sent, not after the person has been harassed via every contact method available and the quote should explain that up front.  This is an unethical business practice and should be changed - from the first time I verbally declined on the phone with a live person, they should have immediately gone into the system and canceled further contact with me. 

  Also, their response does not address the fact that they are in violation of SPAM laws by not providing a way in each email for the recipient to unsubscribe.  I never opted-in for repeated emails; I provided my email address so I could receive the quote - that was all.  Again, not only unethical but also in this case unlawful!

  At this point, their response finally promises that I will not be contacted further - I hope that's true.  However, it does not address my other two issues:  1) changing their business practices so others aren't harassed  and 2) providing a way for recipients to unsubscribe from their emails.
  

  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/24/2022

  *****:

   

  Again, we apologize for your inconvenience.

   

  Have a great day!

   

  ********