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Business Profile

Car Service

Kaptyn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Service.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2024

    Type:Order Issues
    Status:
    Resolved
    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 booked a car service weeks before i needed it to ensure that i had a ride across town. I was quoted ***** which i accepted and my credit card was charged weeks before the ride took place. Two days after the ride occurred they charged my credit card *****. When i inquired why they told me it was due to my pick up address. They knew my pick up address weeks before when i booked. It is completely wrong to change the price after the ride when they knew the pick up address and destination weeks prior.

    Business Response

    Date: 11/04/2024

    Hello, 

    We apologize, had this been brought to the attention of management we would have let you known that the system automatically does this based on your residence address. But because you were originally quoted and charge the 1 hour rate vs the 1.5 hour rate we will refund the $33.99 back to your original payment method. You will see that refund in 7-10 business days. 

    Thank you,

    Kaptyn Management 

    Customer Answer

    Date: 11/05/2024

     
    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:09/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Driver arrived in a car with NO A/C, blamed it on previous passengers...but had a windshield mounted fan for self. Outside temperature was 95+ inside the black car was 90+ and put our health at risk, I had to change my clothes due to the amount of sweat due to the unsafe internal temp. Driver did offer to get new car, but would have made one of our party mis flight. Asked if we didn't use and took another service would we be refunded....no response from driver indicating no. This was past cancelation time frame as indicated in their policy. also, as seen in attached receipt there was to be a "champagne stop requested" as part of the price of the service. There was none. Also, stated there would be water available there was none as the driver was cleaning out all empty bottles from previous fare. We paid for a safe service with extra for a champagne service and received neither. I will state that the same service from the airport to the hotel was fine. It was from the hotel back to the airport that Kaptyn willingly and knowingly committed fraud and put our personal health safety in jeopardy and refused to supply the champagne we paid extra for.

  • Initial Complaint

    Date:08/21/2023

    Type:Order Issues
    Status:
    Answered
    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 booked a reservation for airport pick up and online price advertised as $73.13 including all taxes and fees. When I contacted Kaptyn customer service via email to add my flight number, they did a bait-and-switch saying there would be an additional charge for airport pickup with a new total of $93.73. I called customer service and they refused to honor my original total and the manager would not speak to me or call me back. Ive attempted to reach out to Kaptyn via social media and they have not responded. This company needs to change their unethical business practices immediately.

    Business Response

    Date: 09/19/2023

    The advertised price is for our curbside pick up in a Premium Sedan at $73.13 with taxes and fees. If customer was asking for a baggage claim meet and greet that price is $93.73 which includes the $20.00 meet and greet at baggage claim. The customer asked for the meet and greet and that is why they price was told to him was $93.73The client could of still had the pick up at $73.13 with no meet and greet and a zero level curb pick up as advertised. 

Kaptyn is NOT a BBB Accredited Business.

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