Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:12/23/2023
Type: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.
We were scheduled for the shuttle on the 18th and we got military orders that changed our exodus date to the 19th I’ve talked multiple times to the shuttle company but they’re are unwilling to help get reimbursements, it’s unfortunate how a business that is supposed to help the military is just taking our money without remorse
Business Response
Date: 01/28/2024
Prior to these bookings being made, our company stressed the importance of assuring this was an approved transfer by the command. The individual who facilitated this assured that authorization was made, and our company then negotiated the NON REFUNDABLE price per person that was discounted over 70% of the typical per person fare. Information was given that a portion of the charged amount may be refunded. The timing of that is at our discretion based on manpower to physically process each transaction. Our company did due diligence to schedule and assure this was approved. Just days before the movement your command changed its mind not allowing this to proceed. As a note, Hotels, Airlines, and nearly all future booking organizations offer some rates that when given, do not allow refunds. Because this was such a discounted fare, the costs associated with processing each transaction necessitated the NON REFUNDABLE policy for this booking. Per our Terms of Service, our refund and cancellation policy can be found at STLSHUTTLESERVICE.com. Our normal refund policy is different that this special booking.
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