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Business Profile

Bus Lines

South Tahoe Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bus Lines.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:11/12/2024

    Type:Order 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.
    Explanation of route services and customer service contact information failed to meet expectations. The ticket purchased for transit from Southlake Tahoe to the Airport on Friday night failed to arrive.

  • Initial Complaint

    Date:02/21/2024

    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.
    On 1/2/24, my sons and I took the 4:15 pm South Tahoe Airporter shuttle from Reno Airport to Harvey’s Casino in South Lake Tahoe. The shuttle ride itself was great. The ticketing process was clearly communicated and it was easy to find the shuttle stop. The bus was clean, the driver friendly, the shuttle timely.

    However, during the shuttle ride, our uluggage (which was under the bus in the luggage compartment) was soaked with diesel fuel that was stored in portable fuel containers also stored under the bus. 2 suitcases, along with 75% of the clothing and items inside were saturated with fuel and had to be discarded. I had to immediately purchase us each a second outfit so we would have something to wear besides the clothes on our backs and a suitcase to get our remaining possessions home. I spent hours of my vacation time treating and soaking the items with baking soda and vinegar trying to salvage them.

    After multiple calls during our trip, I reached Irma at the Tahoe office. She told me she would verify with her driver and call me back. I have had little communication with her since. Getting a call or email only when I threatened to file a complaint with you.

    I sent her photos of the damage, receipts, and a spreadsheet sheet of estimated costs to replace everything. There has been no compensation for money spent or what I’ll need to replace our possessions in the future (conservatively, $2,500).

    I know when I purchased the tickets I released them from damages to my luggage. However, this goes far beyond “ordinary” damages (a broken zipper or suitcase wheel). This damage was irresponsible, extreme, and has had a huge impact on me financially and in time spent to right the situation.

    All I ask is that the company do what is right and compensate me financially for the damages they are responsible for.

South Tahoe Express is NOT a BBB Accredited Business.

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