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:05/08/2023

  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 called the day before to book my return pickup. I booked for 10 am on May 6, 2023. I was outside at 9:45 like I was instructed. At 10:30 am, I decided to take a taxi because I was afraid I would not get to the airport in time. I would like a refund of $30 which is the price paid for 2 people.

  Business Response

  Date: 05/08/2023

  **********************,
  We are very sorry we did not get you and the other passenger transported ******************* on our share ride service.  I have instructed our accounting office to send you a refund check to the address listed on the BBB complaint.  Please reach out to me with any questions or concerns.

  
  *********************
  Vice President * General Manager
  *****************************************
  ************

• Initial Complaint

  Date:02/08/2023

  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 booked an appointment with *************** for a stretch limo on Sunday, February 5th 2023, from ************************ to the ***************** for a football game, as well as a limousine to return to the hotel from the stadium. Included in those trips was 1 stop along the way, both ways, to pickup takeout. I received confirmation emails, my assistant spoke with customer service agents at Belle and the payment was deducted from my account. I received notice the night before that I would need to pay an extra $40, for the extra stops, so I called to arrange that. Upon calling, I was told I would be charged an additional $800, because the minimum cost for ***************** is 6 hours, so they cancelled my trip. I had never been notified of this (through phone, email, any contact at all), even though I received confirmation emails for the previous payment arrangements, as well as the money being credited from my account. Had I not called them, I would've been waiting with my wife and 2 young children for a ride that would never come. In a scramble to find other transportation arrangements, we missed part of the event and game, which I'd spent $200 on tickets for. I would like ********* to cover that loss, as it would not have happened if the transportation issues with them didn't occur.

  Business Response

  Date: 02/22/2023

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

  We are sorry for the confusion and the fact you were not initially told about our policy regarding *****************.  Unfortunately the stadium was not built with ground transportation in mind and if we do not keep the driver on-site waiting for parties that have hired us we have had a continuous problem of getting those passenger picked up and transported back to the original starting point and since we initiated the policy we have not had complaints or missed passengers.  When the orders were cancelled in our system a credit was sent to your banking institution and you should have received the credit back by now.  We know and understand this was a huge convenience to you and we are sorry.  To make this up I am happy to offer you a complimentary a Lights & Sights tour on your next visit worth more than $200.  To accept my offer all you have to do is email me directly when you would like it and I will book your service and we will hand pick your driver to ensure a great time and try and make up for our failure by providing you an experience the whole family can enjoy.

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

  Vice President * General Manger

  BELL TRANS

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

   

   

• Initial Complaint

  Date:11/01/2022

  Type:Billing 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 bought a round trip ticket from the airport to the *********** at the booth outside the airport with my **** CC.I waited 2 1/2 hours and so transportation to the hotel. I went back to the booth and they said that they credited my CC which they didn't. I had to take a Uber to my hotel.I want the $15.37 back on my CC.I have tried through text and email to get this back but they stall and always need more information.They don't answer their phone.My phone # is *************.The text # I used to contact them was **************. Email I used was *************************************************

  Business Response

  Date: 11/30/2022

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

  We are very sorry for the extreme delay.  I am happy to refund you; however, I will have to send you a check as we cannot refund back to your card.  The $15.37 refund check will be sent to ************************************************************** 55337.  If you wish it to be sent elsewhere please contact me.

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

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

   

  
  

   

   

  Business Response

  Date: 01/05/2023

  Hello, 

  On December 29, 2022 ****** from our ** **** emailed **************** a copy of the attached email showing the refund that a was refunded to his card on 9/25 in the amount of $15.38.  Please see attached. 

  Thanks, 

  Nykia 

• Initial Complaint

  Date:10/12/2022

  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.

  On 10/11/2022 at approximately 7:10 p.m., at ****************, I gave my luggage to a Bell Trans Driver named **** who loaded my bag onto his shuttle bus. Several passengers were already board. Some of the passengers decided to take another bus. When **** took those passengers luggage off the bus to put on another bus, he also removed my bag. Upon arrival at ****************** where **** dropped me off with other passengers, we discovered my luggage was missing. **** admitted my luggage was placed on a bus that was going to the *** Hotel. I advised him there was medicine in my luggage and everything I had for this trip was in my bag. **** replied "it happens". He took my cell phone number and told me he would contact the driver of the other bus to locate my bag, and call me later. I inquired how long it would take and he said he didn't know. To date, I never received a call from ****. I went inside ************ and contacted the Bell Trans office. I spoke with the dispatcher ****** and *******. I was on the phone for an extended period of time with ****** who located the driver of the other bus, but my luggage was not found. The whole while, **** admitted he placed my bag on the other bus. ****** stated he would call back. He didn't. ******* took information to process a full refund of the round trip ticket from **************** to ******** and back to ********, and stated she would call me back. She didn't. On 10/12/2022, I again contacted Bell Transportation. Please note every time I call Bell Transportation (I have 3 phone numbers), the phone just rings repeatedly. The call was answered and transferred to ****** who stated my luggage hadn't been found and took a "lost luggage report". I inquired with ****** about how to receive reimbursement for my lost luggage. He said he didn't know, but he would give the report to the proper person.

  Business Response

  Date: 10/13/2022

  Bell Trans has the report and ************************* the Company Personnel Manager in charge of the drivers and lost luggage will be contacting the passenger to explain our next steps in getting this issues resolved.  We hope to locate the luggage.

   

  Breck

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18204891
  
  I am rejecting this response for the following reasons:

  As advised by BBB, I was contacted by *************************, Personnel Manager of Bell Trans, who requested an itemized list with associated costs of lost items. That information requested was submitted to ****************** and he acknowledged receipt of this item on Monday, October 17, 2022. ****************** advised I should "have conclusion to this within two days of today". However, a response was not provided. On October 20, 2022, I inquired with ****************** about my lost luggage and his final response to this matter. This morning, I received an email inquiring whether I had submitted the itemized list with associated costs of lost items. I responded advising ****************** that he acknowledged receipt of my list and I have not received further communication in this regard.

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

  Business Response

  Date: 10/25/2022

  Bell Trans is very sorry for this incident.  ************************* is the Company Personnel Manager who handles lost luggage and made every attempt to locate the luggage.  Bell Trans has a tariff filed limiting the company to $350 per lost bag.  Knowing the driver's actions were against policy we have referred the claim to our insurance company.  ********************* will be handling the claim and offering a settlement based on normal business practices within the insurance industry. 

  Sincerely

  Breck

• Initial Complaint

  Date:08/31/2022

  Type:Billing 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 paid about $500 for a party bus for a birthday in June(Hottest time of year), and when we arrive on the bus, the air conditioner was broke. The driver stated that it has been broke all day. It was over 100 degrees outside, and as hot as a sauna inside the bus. The group was sweating, and complained the whole time because this is not what we paid for. I'm a big guy so I was drenched in sweat, and was starting to feel sick from the heat inside the bus. The driver was extremely rude and said that this happens all the time, and that I can cancel the ride if I want, but I won't get my money back. It was so bad that all the girls who had spent over $100 to get their makeup done professionally had their makeup ruined because the bus was a sauna. If you try to fight them back on the payment, they will state that you signed their terms and conditions. Will never use them again!
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Mr. *******,
  
  We are sorry to hear about your experience. I was shocked to read it and the fact our driver made the statement the AC was broken all day. The driver should have downed the vehicle before picking you and your party up and if a limo bus was not available offered an alternative at no additional costs. It appears you were refunded $36; however, based on your feedback i am informing our accounting office to refund the remainder of the ride to the credit card used on the reservation ********1.

• Initial Complaint

  Date:08/16/2022

  Type:Product 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.

  On August 11, we scheduled from Bell Trans (BT) to pick us up from the airport. The price was quoted as an all-in rate, except for driver gratuity. Scheduled arrival = 11:40. BT took our flight info and said they'd have a driver waiting at baggage. Flight got in 16 mins early, and the driver was waiting for us as promised. Included in the price was 1 hr of time and the drop off location was only 15 minutes away. Driver offered to take us to a dispensary and liquor store to which we said yes. The driver took us to ***** Liquor (where other Bell Trans limos were as well). We made our purchase while the driver waited outside. The driver then confirmed we wanted to go to the dispensary. We told the driver that we were fine skipping it because we wanted to be sure our time on the limo didn't go over. Driver ensured us that the trip to the dispensary was included and we wouldn't be charged so we decided to make a quick stop for a couple people who were interested. Upon arrival, we see that the dispensary is right next to a liquor store. The driver should have known that we could make one stop instead of two and save time but did not. However, we realized we forgot to buy a bottle of tequila so we sent two people to run in to quickly grab one bottle of tequila. That's when we learned the prices at the first place were all marked up 40+% and BT is financially benefiting from taking people to ***** Liquor. Also, we never received our included champagne with the ride. Eventually, BT charged me for the additional time of stopping even though their employee promised that the second stop was free in response to us stating that we didn't want to stop a second time. BT states that the clock starts when wheels hit the ground on airport (which is unreasonable since it's impossible to be at the limo at the exact time wheels hit the ground). Company made false representations to us, took us to overpriced store for kickbacks, and then charged us for extra time.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Contact Name and Title: Breck O****, General Mgr.
  Contact Phone: ************
  Contact Email: *****@belltransportation.com
  Mr. ********,
  We are very sorry to hear about your experience. Our charges do start on flight arrival which is stated on the email confirmation you received under Terms. Private car service is not the same as Uber or a Taxi and there is more preparations required. In the Terms on the confirmation you received it explains the charges and how they are calculated. The purpose of the stop at Super Liquor is for the complimentary champagne and it also states this on the confirmation and the fact everyone in the vehicle must be 21 years of age. The reason for this is due to the fact the drivers have no area or space to keep champagne chilled and we have an agreement with Super Liquor to store our champagne so it is chilled plus we provide plastic flutes that are disposable. The driver should have made sure you got your champagne and it is the driver's responsibility to let you know if there will be additional charges due to the time of service extending so you could be informed to make the decision which worked best for you. We are sorry this did not happen and will be discussing it with our employee. Furthermore I will be instructing our Accounting Office to refund the additional $49.32 to the credit card used to book the service. The refund will show once your banking institution places it back on your card which will be based on their policies but should not take more than 10 business days. Please contact me with any questions.

• Initial Complaint

  Date:08/14/2022

  Type:Product 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.

  On 07/07/2022 @ 12:27 PM I purchased from Bell Trans two round trip airport shuttle services for two passengers totaling $60.00. It was from McCarran airport to Westgate Hotel LV. I was given a white receipt and a return trip yellow voucher # 58699 for the pick up from the Westgate on 07/11/2022 @ 0700 AM. I showed them the receipt showing that I paid for round trips only to be told that I needed to pay an additional $30.00 in cash, because their representative who sold me the tickets failed to given me white tickets for the return back to the airport. I was not given a receipt for the additional $30.00 but was told it was logged in on the drivers daily log. I am owed a refund of $30.00 because it was not my fault that I was not given the 2 return tickets. I paid because I did not want to miss my flight or continue to argue with the driver. My telephone number is ************. I have made several attempts to contact the company about this matter and no one responds.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Contact Name and Title: Breck O****, General Mgr.
  Contact Phone: 702*386*7422
  Contact Email: *****@belltransportation.com
  Dear ****,
  First we are sorry for the confusion and the error on the airport staff. The white tickets are the actual voucher or boarding pass which informs the drivers the service has been paid for. There is no other way for the driver to know so the driver did follow policy. The yellow form you mentioned is a form we use at the airport for passengers to per-arrange their return Hotel to Airport transfer and works as the confirmation to the passenger as a convenience. I wil have our accounting office send you a $30 refund check.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am very happy to receive a $30.00 check which represents a over payment. I did have a white receipt dated 07/7/22 for the $60.00 dollar roundtrip payment. I showed it to the driver who then called the dispatcher who stated I had to pay again.
  
  
  Consumer Response /* (3000, 12, 2022/08/25) */
  To date 08/25/2022 I haven't received a check from Bells Transportation company. I don't think you should have closed my complaint until I receive the check and notified you of my receiving it.
  
  
  Business Response /* (4000, 16, 2022/09/07) */
  Check #***** in the amount of $30.00 was mailed to Ms. ******* on August 26,2022. Check has been cashed as of 9/6/22.