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:10/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 made a reservation for the airport shuttle to pick me up at the airport on October 6, 2023 and take me ******************* on October 8. After finding out a friend could do that for me I cancelled the October 6 reservation on September 27 and cancelled the October 8 reservation on October 7. I was advised the $30 would be refunded within 10 working days and to date I have yet to get the money refunded.

  Business Response

  Date: 10/30/2023

  ******************,

  I am not sure what the hold up has been in crediting your credit card back for the service we did not provide but I have contacted our AR team to take care of it as soon as possible.

  Breck

  Customer Answer

  Date: 10/31/2023

   
  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:10/30/2023

  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.

  Oct 23 - Oct 26, 2023. Purchased a round trip shuttle voucher for $61.80 for transportation (2 people) to ***************, and return trip to the ********* airport on 10/26. Trip to the hotel was as expected. I called the number provided to book the return trip, but it would not accept my information. After 3 attempts, I called the second number provided on the ticket and was able to get through to book a 10:00 am pickup the following day, with a texted confirmation. We waited from 9:45, until 10:10 for the ride. At that time, I flagged down another driver who was dropping off passengers, who radioed to find out why no pickup. The driver who was supposed to pick us up answered his call, and said she was still a ways out, and would be there shortly. At 10:18, she texted me to let me know she would soon be on her way. At 10:23, she called to let me know she was just about to head our way. We gave up and took a cab, afraid we would miss our flight. I have attempted to resolve this through the text number on their website, and also an email but have had no answer. I am requesting a refund for the $30.90 return trip.

  Business Response

  Date: 10/30/2023

  Dear *********************,

  We are very sorry for your experience with the driver and I have instructed our ***************** to refund you for the service we did not provide.  You should receive a refund check in the next 5 to 7 business days.

  Sincerely

  *********************

  Vice President * GM
  

   

• Initial Complaint

  Date:08/28/2023

  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.

  Date of Transaction 8/20/23 and 8/24/23 On 8/20/23 contracted with Bell Trans to shuttle my wife and myself from ********* Airport to the ************ in ********* on 8/20/23 and a return trip from the ************ for two people back to the ********* Airport on 8/24/2023. The rate is $15.00 per person per ride - $60.00, plus fees and taxes. Payment in full by credit card made on 8/20/23.The trip from the airport to the hotel was uneventful.On 8/24/23, Bell Trans contacted us via text to confirm that we still needed a pick up at 8 am. We confirmed. When the shuttle arrived, I realized that I could not find our voucher for the return trip. The driver demanded $30.00 in cash because we did not have our vouchers in hand. Spoke with Bell Trans and they said that their policy is that if you haven't the voucher then you have to pay the additional $15.00 per person.Which is ridiculous: On 8/24/23 Bell Trans already knew without our having to reach out and inform them, of what date to make the return trip; what time; how many people; what hotel; our names; and our phone number. I am sure that they have their copy of the vouchers.Demanding that we pay a second time for the return trip in no way corrects the lost voucher issue. It is still lost. If perchance someone else were to find the voucher, it is useless - they would not be able to receive and confirm the text from the driver. Messages went to our phone number which the finder of the lost voucher would not know. Moreover, the return trip has already been performed. This is a scam.

  Business Response

  Date: 08/28/2023

  Dear ************,

  We are sorry for this inconvenience; however, it is our policy if passengers on the ****************** do not have their boarding pass for the driver to collect cash.  Unfortunately, our reservation system is not connected to the Point of **** machines at the airport and therefore no way for our drivers or dispatchers to know if you had purchased round trip vouchers or not.  Again, we are sorry for the inconvenience and happy to refund you the $30 you were charged by the driver who was simply following policy.  Can you please send me your full mailing address so that we can process a refund check and mail it out to you.

  Sincerely

  BELL TRANS
  

• Initial Complaint

  Date:08/07/2023

  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.

  We reserved an ADA *** as my niece is a paraplegic in a wheelchair. The company failed to provide one and essentially stranded us at the hotel having to look for alternate transportation to the airport at the last minute

  Business Response

  Date: 08/07/2023

  Hi *****- First and foremost we are extremely sorry for this experience.  I am having our accounting office cut you a refund check and if you are coming back to ********* anytime soon please reach out to me directly and I will provide you a complimentary ride from the Airport to your hotel for this experience.  My email address is ***************************************.

  Breck
  

   

   

• Initial Complaint

  Date:07/24/2023

  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.

  My wife and I arrived to ***** from ******* **. This is not our first time in ***** nor our first time using shuttle services to hotels. We arrived on Saturday July 22nd in the afternoon and paid 61.95$ for round trip for the two of us. Our driver on Saturday dropped us off at ******** hotel a little off the entrance and told us that we will be picked up on Monday 4am at the same place. On Monday at 4am we waited and I called ******* who informed me he was running 10 minutes late. I called again after an additional 20 minutes. At this point Im worried about missing our flight. When he answered close to 430am he said he was at the pickup area which was down the escalator. I told him the previous driver told us about being picked up where we were dropped off ( slightly off the main entrance). We quickly made it down to where ******* was. He asked for our voucher and I informed him that I lost it but can he check our name by calling the company. Also showed him the text message i received about pick up this morning ( attached the picture of the text on this complaint). I can hear him as he called and someone on the other end verified or said they are good after running my first and last name. He still insisted on the voucher and I repeated that I must have lost it. He said we can pay cash and seek refund. I questioned why we would pay again when we already paid. Since we are running late I brought out 100$ bill since he insisted on cash ( we were not offered to use debit or credit card) only for ******* to say that he doesnt have change. At this point we came down from the shuttle and started going through our luggage looking for the voucher. At this point, I literally had to try and find my way to the airport since it was well past 435am now and we risked missing our flight. I asked for a number to file a complaint and the card had a generic number for the company but did not have options for complaint.

  Business Response

  Date: 07/24/2023

  Dear ************,

  We are sorry for the experience you had with the Share Ride service.  The boarding passes aka vouchers are treated the same way as cash for the drivers.  They are trained to collect the voucher as payment and if the voucher is not present to collect cash.  We would have refunded the additional amount you paid after the fact.  Since you ended up not using the service we will refund you for the return ride *******************.  The refund amount will be for 2 passengers or $30 in the form of a check.  To send this to you I will need your mailing address.  Please email me at ***************************************** and I will ensure you get your refund.

   

  Sincerely

  BELL TRANS

   

• Initial Complaint

  Date:07/14/2023

  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.

  Date 7/13/23, ** services render & the company refused to provide a refund. Purchased a 2 hour stretch limo ride for my family of 4 to experience LV at night, and I was highly disappointed. The driver showed up and started a confrontational conversation with my husband saying that the reservation was only for adults and they are not allowed to transport children under a certain weight. My husband said that he was not sure how much his daughter weighed and the driver immediately said well I can tell because I am 115 pounds. My husband said okay do you have a scale and/or a booster/car seat. She said can go get a scale from work and then my husband asked if she could bring the equipment in case she was underweight. The driver tried calling but she said that she couldn't get ahold of anyone. Then she said that the business was only 5 minutes away and she would go get what we allegedly need. But my husband knew something was up and asked her how do we know youre gonna come back? She then replied I will I will, it's only five minutes away. After about 10 minutes we had a call stating that she would not come back because she didnt have a booster/car seat, I said well what about the scale so you can verify her weight, but did not acknowledge the comment. Then I said OK when will I get a refund the representative said we will not be refunding you the money because the driver showed up. I said yeah, but the service was not rendered. We went back and forth for a little while. I said I need a refund because the service was not rendered and she left us there. She said I will not be issuing you a refund. You can dispute it with a credit card. Then shortly after I get a text stating that we no showed. Even by their logic, they could have still provided a service to 2 of the 4 of us. They should not question anyone's physical. ** business should be allowed to not fulfill their agreement of exchanging funds for services. Then cancel & not provide a refund.

  Business Response

  Date: 07/19/2023

  Dear *****************************,

  I was horrified when I read your complaint and we have suspended the driver to meet with us to explain this as this is not how we traditional service our out of town guests.   Last Friday I instructed our accounting office to refund the credit card which was used to book the service so you will be receiving a full refund.  Please do not hesitate to reach out to me with any questions and again we apologize.

   

  Sincerely

  BELL TRANS

  *********************

  VIce President * General Manager
  

• Initial Complaint

  Date:07/13/2023

  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 have used this company before no issues everything was great on 07/12/23 I used this company bell transportation for a ride to the airport from my hotel I tried to call them and the automated system was acting crazy with the amount of passengers even though it was only 2 it kept hanging up then the guy ***************************** was his name text 10 mins before the pick and asked if I still needed a ride I say yes he says okay then about ****************************************************************************************************************************************************************** I will be back to get you I am still on the phone with him and he say okay come on I go outside and he drives off this was extremely unacceptable especially when I was literally outside I am requesting a refund because this customer service was just ridiculous and rude I ended up having to take a Uber instead to get to the airport never again

  Business Response

  Date: 07/19/2023

  Hi ****,

  We are very sorry for this experience and we are happy to refund you for the service we did not provide and we will be speaking to the driver.

  Sincerely

  *********************

  Vice President * General Manager
  

  Customer Answer

  Date: 07/19/2023

   
  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,
  
  ***********************

  Business Response

  Date: 08/01/2023

  Good morning, 

   

  Check #***** in the amount of $30.00 was mailed out 7/21/23.  Please see the attached copy of the check.

  Thanks, 

  *****

• Initial Complaint

  Date:06/30/2023

  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 used bell trans for hotel to airport shuttle on 6/22 booked rideon the online app from ************** to ********* airport with pick up at 7pm on 6/23 upon checking out the stated fee for one way ride was ***** after arriving home and reviewing my payment they charged me that ***** plus again for *****, I looked up and have left messages about this at several numbers listed on the website and also sent an email and have not recieved a response form any form of contact...

  Business Response

  Date: 06/30/2023

  The customers card was not immediately charged by the system so it pre authorized first.  It charged later same day.
  Attached is from our ************* reflecting an Authorization then the Sale.

   

  Thanks, 

  Nykia 

• Initial Complaint

  Date:05/29/2023

  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 thought this vacation through ********* airlines in which it was an add-on for this company to come pick me up from the airport I have a person with *** and which when I got there I did have to wait in line for about 15 to 20 minutes for that to get handled. Then upon picking us up they were supposed to pick us up at 12:00 noon it was a warm day and wish we had to sit outside in the sun for approximately 2 hours for them to come pick us up I paid the $30 for this consequently we ended up missing our flight I do not appreciate this and I am requesting a refund because I don't feel paying for this is acceptable if they had came and picked ** up and the time that they said we would have been able to pick up flight and that had to wait another 2 hours because we missed our flight

  Business Response

  Date: 05/30/2023

  We are sorry for the experience you encountered with our share ride service.  There are times it runs behind due to the circumstances out of our control.  Please email me at *************************************** with your full name and mailing address and we will send you a $30 refund check.

   

  Sincerely,

  BELL TRANS
  

• Initial Complaint

  Date:05/16/2023

  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 purchased a Limo from ********* from the ********* airport to the ***** We have hired drivers from this company several times the last trip we did last year we had a not so good experience with a female driver. Once I made the purchase i call customer service at ********* to make sure we expressed our concern from our last experience with a female driver and requested we wanted a male driver or else were would have to cancel our reservation if this was not possible. The rep we spoke to on the phone mentioned to me that no need for cancelation that she will document male driver. We arrived ********* on 5/11 in the evening and after waiting in the luggage claim for almost 15+min and calling the ***** # our driver finally shows up and it was a female. We proceeded to head over to the car and we rolled our own luggage to the vehicle and as we proceeded to the car we loaded our own luggage also so upset by this time once we got inside the car she asked ** if we needed to stop anywhere we said just to get water. Once we were driving no sound of the radio working at the time we then asked how you connect to blue tooth to listen to music and her exact comments I'm not sure. We then asked her why the radio wasn't working and once again she said she wasn't sure that it should work so we continued on the road no music in the car. She then arrived to the usual liquor store all the other drivers had taken ** and we asked about our complimentary Champagne which we get every time we ride with **** and she said she did do that so i proceeded to go into the store to get the water by this time me and my spouse were extremley upset as she gave us attitude so we told her to just cut the trip short and take ** to our hotel. Once we arrived the Hotel she got out of the car and as my spouse and I were going to get our luggage she tried to lift if and she could not grip the luggage so we told her we will get it and we noticed when we said that she rolled her eyes at us. HORRIBLE TRIP!!!

  Business Response

  Date: 05/16/2023

  Mr & ************,

  We are very sorry to hear about your experience.  I just finished speaking to ***** our Operations Manager whom you spoke to on the phone and your refund has been authorized and sent to our accounting office.  You should see it on your cc ending in **** should receive the credit within 7 business days or sooner.

   

  *********************

  Vice President * General Manager

  ************