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:08/12/2024

  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 recently travelled to Cabos for my birthday. I hired this company to be my private transportation for a night out. I was told we would have the drive for 6 hours to go where we pleased. Around 2am we were ready to leave. I attempted to call the driver and he did not answer. I next attempted to call the company and still no reply. I ended up having to pay a different van service $150 to get him after paying js tour $254. I am not seeking a full refund but rather the extra $150 had to pay a different driver.

  Business Response

  Date: 09/08/2024

  Hello, and I apologize for the delay, we were already in contact directly with Ms. ****** about this, and I must have missed the initial email from BBB.

  Ms. ****** booked a private driver for 6 hours to take her and her party to a local night club and back.  The 6 hours was to start at 9 PM and end at 3 AM at her hotel, which is about 30 minutes drive from the night club.

  The driver provided Ms. ****** or a member of her group with his WhatsApp, and requested that they contact him when they were ready to go home.  He was parked nearby and ready to take them back, but he never heard from her.  So, at 2:36 AM, he reached out to her by WhatsApp to see where she was at.  She replied that she had already gone home with another driver.   A screen shot of this conversation between Ms. ****** and the driver is attached.

  In reviewing our records, we can see that Ms. ****** reached out to our office at approximately 2:00 AM to request to return home earlier than planned.  Naturally our office was closed at this hour, and nobody was available to take her call.  
  
  The service was scheduled to return by 3:00 AM, and our driver was ready as scheduled at approximately 2:30 AM to take them back, but the guests had already opted to leave with another driver sometime earlier and were not there.
  
  As our driver was ready to receive them at the pre-determined location, at the pre-determined time, and the group was not there, we are not able to provide a refund, as the driver needs to be paid for his services.
  
  We understand that both parties attempted to do the right thing, and this all boiled down to a miscommunication.  ************* had contacted the driver instead of our office, or had waited until after the pre-scheduled time before leaving, there would have been no issue.  We know she attempted to do the right thing, but in the end we can't provide a refund for a service that we were prepared to provide.  Our driver waited until nearly 3:00 AM in the morning to take her back, and he needs to be compensated for his time and expenses.
  
  That said, I do feel for Ms. ******* after reviewing the information provided to me by my team, and I will be in contact with her directly to see if we can make this right for her in some way.