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:11/20/2024

  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 travelled in MOX airport shuttle on 31st October 2024 from ***************************************** 1 to MOX Office in ***********, for which I had a reservation and had paid in advance. The total cost for a round-trip reservation paid in advance was $115. I only had carry-on luggage. The driver asked for my carry-on and stored it in the back (luggage space) of the van. He laid it flat even though it was a polycarbonate carry-on suit case and should have been stored standing or on its side. He subsequently stored other heavy luggage from other passengers (in ********** in ********************************) and stacked them on top of my suitcase. I was already inside the shuttle and could not object. On leaving the van and collecting my carry on at my destination (MOX Office, ***********) and going home, I noticed that the suitcase had major scratches. It was a brand new suitcase which had never been put into an airplane hold or checked any where, hence it had absolutely no damage prior to this shuttle trip. I emailed the company with pictures and requested a refund of $55 which is the cost of the suitcase (It is polycarbonate material and the scratches cannot be repaired). The company owner, Mr. **** ******** (**** ******** Owner/President MoX Doc & Norm Direct), has rejected my request and does not want to accept any responsibility.I request a refund of $55 as compensation for damages to my suitcase.Thank you.

  Business Response

  Date: 12/10/2024

  BBB - 

  As I stated to the gentlemen issuing the complaint.  There is no way to determine how & when the bag was scratched.

  Thank you.

  Customer Answer

  Date: 12/11/2024

  Complaint: 22583907
  
  I have reviewed the business' response and am rejecting it because:
  

  The Business' response is incorrect. While nobody saw the suitcase being damaged (you seldom have eye witness for an event like this), a determination can be made as to when and how the suitcase was damaged by reviewing the circumstances and by taking the customer's statements as genuine. I am not making such a complaint with every airline or vehicle on which I carried this particular suit case. I indicated to the Business owner that this was a brand new suitcase, that it had NEVER been checked as a bag with any airline (where it would have been subjected to baggage handling, conveyor belts,etc) and that I noticed the damage (scratches) shortly after retrieving the suitcase from the back of their van and taking it home. I also narrated the circumstances where the suitcase was laid flat on the van floor and other bags were presumably ( I could not see this but could infer this from what the driver was doing with other passengers' baggage while I was sitting in the van) stacked on top of it. 

  I maintain my position that the damage occurred because the driver who handled the bag and stored it in the back of the van was careless and negligent and hence the business bears responsibility. He could have stored the carry-ons vertically rather than flat and avoided the scratches.

  No additional documents are submitted, because none are needed. The business already has pictures of the damages to the suit case.

  My claim for damages stands and I request a compensation of $55 which is the cost of the suitcase.

  Thank you.

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

  Customer Answer

  Date: 12/20/2024

  How can you determine that "the business made a good faith effort to answer the complaint"?

  Their response was to the effect, "Nobody knows when the suitcase was damaged." 

  This is tantamount to saying that my claim is frivolous. I have not made such a claim with any other business. I have not made such a claim with a hotel or airline or taxi service, all of which I have used in the past 12 months. When I stated that I noticed the scratches to the suitcase shortly after collecting it from the van of the business, I was speaking the truth and by saying "Nobody knows when the suitcase was damaged", the business is saying I am not being truthful.

  If the business had said, "We determined the damage to the suitcase is minor, and our company policy does not allow for reimbursement of minor damages",  that would be one thing. It would still be an undesired result for me, but at least the business would be stating a policy position. Instead the business simply claims essentially, "We don't think the customer is telling the truth".

  This is unacceptable and it certainly is not good faith effort.

• Initial Complaint

  Date:02/12/2024

  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 had a reservation to be picked up 2-11-24 at 10pm. I arrived at 9:45pm per the attached time stamped images. I waited inside and did not see a driver. I didnt even have a bag to pick up because I did carry on. I went outside and asked an attendant where the Mo-Ex shuttle picks up & went to that area at 10:50pm per the timestamped image. At 10:04pm I called Mo-Ex and was told by a representative that the driver left. I explained to her that I was ********** was very adamant that it was my fault and that the driver left at 10pm and that I would have to wait until 11:30pm. When I booked I called them before I paid for my reservation & confirmed that the driver would wait until 10pm per the attached image showing the call. I even confirmed where American Airline would be picked up at and the representative on the phone assured me the driver would be there. She continued to place the blame on me. Per my time stamped images I have documentation that I was ******** didnt see anyone or the 7 other passengers. Just bc 7 people were here does not mean that the driver can void company policy and leave early. If the driver was here I would have seen the shuttle outside. They also have my full name and cell phone number and its very obvious that there is someone working. They could have easily reached out to me with a quick phone call. Lying about the status of the pick up time and placing the blame on customers for the negligence of the company is very unprofessional and rude especially when someone pays for the service in advance plus tip. When I met the driver over an hour after my pick up time he was sitting down w/ his head down playing on his phone watching videos and the mo-ex sign was on the chair next to him. Not recognizable at all. When I approached him to speak with him he did not even greet me. He never even looked up from his phone once and never held the sign up. This is the second time this happened to me. I have email documentation from a prior booking

  Business Response

  Date: 03/05/2024

  It is unfortunate that she was not on the shuttle that she desired, but she was provided service.  If the error was on us, we would have refunded the money.  This was not our error.  She asked for directions at the airport, but airport gave her incorrect information.