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Business Profile

Internet Services

Revel Transit Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 10 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:03/14/2025

    Type:Customer Service 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 am trying to deactivate my account. ********************** refuses to do so.

    Customer Answer

    Date: 04/08/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Revel Transit Inc. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ****** *****

  • Initial Complaint

    Date:02/24/2025

    Type:Product 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.
    Dangerous ride. Driver got us into a road rage incident with another driver and continued to instigate the situation, putting us in danger. Drove dangerously to airport, coming close to multiple collisions on the way. No climate control even when asked and refused to move seat so people could fit inside vehicle. Complaint was filed and they refused to refund ride, saying dangerous drive is not eligible for refund even though we were clearly placed in ***** way. Ride was on November 10, 2024 from **************** to ************************** C.Dispatching Base was ****** Vehicle License Number: ************** Driver TLC: ******* FHV License *******

    Customer Answer

    Date: 03/20/2025

    Better Business Bureau:

    At this time, I have not been contacted by Revel Transit Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/17/2025

    Type:Customer Service 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 am filing this complaint regarding a serious incident with Revel's ride-share service where their driver departed with my groceries after dropping me off, and the company's subsequent failure to provide adequate customer service response, resulting in significant financial loss.On Saturday, December 21st at approximately 7:00 PM, I was a passenger in a Revel ride-share vehicle. After dropping me off at my destination, the driver immediately drove away with my groceries still in the vehicle. The timeline of events is as follows:7:13 PM, December 21st: Initiated first contact with Revel through their messaging system Sent multiple urgent messages explaining that their driver had my groceries Attempted multiple calls to their customer service line Received no immediate response despite the time-sensitive nature of perishable groceries 4:09 AM, December 22nd: Finally received a response from Revel (nearly 9 hours later)Was informed groceries could be picked up at their Bed-Stuy Super Hub Pick-up hours: 8:00 AM - 8:00 PM Groceries had been unrefrigerated for over 13 hours by potential pickup time Due to Revel's negligence and unresponsiveness, I was forced to dispose of $106.80 worth of perishable food items that had been left unrefrigerated for an extended period, making them unsafe for consumption. This financial loss was directly caused by:a) The driver's failure to ensure all passenger belongings were removed from the vehicle b) Revel's failure to provide timely customer service response for lost items c) No emergency contact option for time-sensitive situations Despite multiple attempts to resolve this issue directly with Revel since December 21st, they have failed to provide appropriate reimbursement for their clear negligence. Their actions demonstrate a concerning lack of responsibility for passenger property and inadequate customer service protocols for handling time-sensitive situations.

    Customer Answer

    Date: 03/13/2025

    Better Business Bureau:

    At this time, I have not been contacted by Revel Transit Inc. regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/07/2025

    Type:Sales and Advertising 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 Saturday, January 4th, 2025 I tried ordering a revel from my home to across town. The app said that there was an issue with the connection and my order did not go through. The main Revel homepage showed up on my app instead. However, almost 20 minutes later I received an email stating that I was being charged a no-show fee. I wrote to Revel letting them know the order never went through, which is exactly what the app stated. Revel customer service said that this was not eligible for a refund but they are not answering my questions to further explain how this unauthorized charge would be allowed to go through.I did let them know that I was reaching out to dispute with my bank and the Better Business Bureau as I had an issue with a refund in the past that customer service stopped replying to.

  • Initial Complaint

    Date:11/27/2024

    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 November 15, 2024, I requested a ride from ***************** to my home in ********* at **************************** was traveling with my 2-year-old son. We got into the car, but the driver could not move the vehicle. We waited in the car for an hour, and he still could not get assistance despite his efforts. Eventually, we had to get out and arrange another car service to take us home.I am still waiting to receive my refund. When I called, they mentioned I would receive my refund, but I am still waiting to see it come through. It is November 26, and they have informed me that the matter is under investigation. This issue was on their part, and I should not be charged for a ride I did not take or complete.

  • Initial Complaint

    Date:09/03/2024

    Type:Product 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 or about August 28th, my Revel app malfunctioned and booked a ride without me hitting the confirm button. I immediately hit the cancel but the app malfunctioned again and froze. I texted the driver twice, requesting cancellation and the driver failed to respond. I contacted Revel's customer service and they did not respond until the following day, offering a ride credit. Then, Revel charged my credit card a cancellation fee. I told them I don't want a ride credit; I want my account closed and a refund of the "cancellation fee." They ignored me. This is Revel's fault since it is their app that malfunctioned. Further, as I cancelled the ride immediately, no cancellation fee should apply as Revel advertises a minimum 2 minute ***** period for cancellations.

  • Initial Complaint

    Date:06/05/2024

    Type:Product 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 referred two of my friends to Revel and did not get the $20 as promised. I thought it was a one-off at first, but it happened twice in a row. I was physically there with my friends when they used my promo code and right before they took their first ride. Reaching out to Revel, they refused to provide any credit. I just want the $40 credit as promised for referring two friends to use their service.

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair 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.
    My Revel driver was over 30 mins late to pick us up for a scheduled ride to the airport. Once he picked us up, the man took his own route and got us lost to the point where I had to pull up my phone and show him directions, which he only followed after I asked him to multiple times. I was genuinely so concerned for my safety as a young woman riding in someone elses car at 4 in the morning while he is driving in the opposite direction. I told Revel about the situation, they offered a $25 credit towards the next ride. I will never be using revel again and wanted a full refund for the experience. They refuse to answer my customer service emails, after reaching out multiple times. I would like to find a resolution and be refunded for my expensive and scary ride.

    Customer Answer

    Date: 06/28/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Revel Transit Inc. has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:07/31/2023

    Type:Billing 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 downloaded the app to use the rideshare service while I was in *************. After my trip, I wanted to delete my account and have my stored information removed from their server. Payment had already been completed. I was told, without explanation that they needed to investigate me before they could close the account and remove my info, that it would take 6 weeks. After 6 weeks passed, they sent me an email and said they needed to do further investigation. I asked for an explanation and have yet to receive one, and my account has not been deleted

    Customer Answer

    Date: 08/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Revel Transit Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/31/2023

    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 have request a ride on revel on Mar 10, 2023, but the driver never shows up, but on the app its shows the trip completed and charge me $49.37. I contact revel without solution, thats why I have to file dispute on my credit card. However, due to this, revel block my account for using the service. This is not reasonable since you are not solving complaints on your end. Please unblock my account and thank you!

    Customer Answer

    Date: 06/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Revel Transit Inc. regarding complaint ID ********.

    Sincerely,

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

Revel Transit Inc. is NOT a BBB Accredited Business.

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