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Business Profile

Monorail

Las Vegas Monorail

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Monorail.

Complaints

Customer Complaints Summary

  • 5 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:01/07/2025

    Type:Service or Repair 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 visited Vegas last week and on Thursday 1/2 I attempted to purchase a monorail pass using my Discover card. When I tried putting my card in the machine it kept giving me an error stating there was an error and to try again so I did, each time getting the same error. Finally I ended up using a different card to purchase my pass. I didnt notice until later that they charged my discover 4 separate times for the pass even though the machine said there was an error! There is $128 pending on my discover card because of it! I contacted the company and they advised the pending charges would fall off within 3 days which we are well beyond and even told me Id have to submit a form for a refund after ten days if they are still showing up! This is diabolical as there shouldnt have been any charges pending or otherwise since the machine wasnt accepting my card! I want my funds returned asap!

    Business Response

    Date: 01/07/2025

    As previously explained to the customer, they need to submit the standard refund request form and we will gladly refund the money.  

    Customer Answer

    Date: 01/07/2025

     
    Complaint: 22779500

    I am rejecting this response because: This is not what I was told when speaking to them via phone actually what they said was since it was pending there was no need to fill out a refund request as it should fall off within 3 days! Again release the funds immediately!

    Sincerely,

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

    Business Response

    Date: 01/07/2025

    It doesnt work like that. Once again please take a moment to fill out the refund request form and it will be processed asap, otherwise we will consider this matter closed.

    Customer Answer

    Date: 01/08/2025

    This matter is still not resolved, and I have followed the businesses instructions and filled out the refund form, that I shouldnt have had to fill out.  They stated once this was completed the refund would be processed immediately.  Still havent received the refund and the email I received from them states it can take up to 45 days! unacceptable!

    Business Response

    Date: 01/22/2025

    The charge has been reversed.

  • Initial Complaint

    Date:07/02/2024

    Type:Service or Repair 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.
    Yesterday I purchased a 3 day pass for the monorail. When I tried to take the monorail back to my hotel, the station doors were locked and access to the monorail was impossible even though it was 15 minutes before closing time and no notice was given of early closing. I emailed customer service about receiving a refund for the pass minus the fare for the single ride I took earlier on the basis that I needed to use the monorail around closing and opening times and could not do this reliably with undeclared early closures. They denied my refund and denied the early closure, showing an un-timestamped picture of some turnstiles as 'proof' the station was open. Even if the picture is legitimate, it doesn't matter if the turnstiles were on when they are inaccessible behind locked doors. They are yet to respond to my further email. I paid for a service and that service was not provided.

    Business Response

    Date: 07/15/2024

    Dear BBB of Southern Nevada, Inc., 

    While our initial research by the **************** Manager into the refund request did not reveal any initial discrepancies, it is clear after additional review the customer appears to state the actual glass doors to enter the monorail faregate areas were inadvertently locked prior to 3am.  Internally we are looking to into how and why this happened and appreciate her bringing this to our attention.  


    Western **************** sincerely apologizes for this inconvenience. We want to ensure our customers are satisfied with their experience. The refund is in the process of being refunded as requested.


    We hope to have the opportunity to serve ****************** again during her next visit to Las Vegas. If there are any additional questions or concerns, please do not hesitate contact WMG.


    Regards,
    ***********************, WMG AVP 

  • Initial Complaint

    Date:04/04/2024

    Type:Product 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 have been on an email treadmill with an *********************** from *** Vegas Monorail. I provided the receipt. I told her I accidentally picked a 4 day pass on the monorail, however I just needed 2 $6.00 tickets. I explained the error in detail to the Monorail. I told them I was leaving the next day there would be no reason for me to choose this option. I did not use the tickets as I did not want any confusion as to whether I used the tickets or not. They have requested the tickets, as well as the 6 dollar tickets I purchased after the accidental purchase. I feel I have provided sufficient documentation for the tickets. A receipt I emailed her. I told her your system should provide ample proof I did not use the tickets. I feel this company has been unethical in their treatment. It was an honest accident. I simply need a refund for unused 4 day tickets. I have my receipt. They have been stone ******* me and simply do not wish to refund my money. Please help me recoup the money which has not been earned by services by this company.

    Business Response

    Date: 04/08/2024

    The customer has now submitted the required documentation and the refund has been approved. 

    Customer Answer

    Date: 04/09/2024

    This issue has been resolved they have agreed to send refund. I appreciate your time and effort. ***********************. 

    Customer Answer

    Date: 04/09/2024

     
    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.

     

    This issue has been resolved they have agreed to send refund. I appreciate your time and effort. ***********************. 

    Sincerely,

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

  • Initial Complaint

    Date:03/07/2024

    Type:Service or Repair 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 purchased a 2 day 24hr ticket and on about 5 different times every time I scanned it, it would show that I already used it which I didnt so I had to purchase additional single use tickets at the vending machine.

    Business Response

    Date: 03/07/2024

    The customer should call the number on the ticket ************** and explain the problem and request a refund. 

    Customer Answer

    Date: 03/22/2024

    This complaint hasnt been resolved yet. 

    Business Response

    Date: 03/24/2024

    As previously stated, the customer should call the number on the ticket ************** and request a refund. 

  • Initial Complaint

    Date:05/26/2023

    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.
    I purchased 3 tickets (24 hr pass) for the monorail and had all the tickets to one person. Then I printed out the ticket. When we (all 3 of us) tried to get on the monorail only one could get on because I needed to print 3 tickets as opposed to the 1 that I thought had 3 on it. So I purchased 2 more tickets; then the total of all tickets was almost $70.00. Once we got off the first stop my phone was stolen in the casino so we couldn't use the rest of the tickets for the 24 hr pass. I am requesting a refund and the company had denied me.

Las Vegas Monorail is NOT a BBB Accredited Business.

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