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:10/03/2023

  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 9/21/23 I reserved a driver at ********** for the following day, 9/22/23 for a trip from Aurora, CO to Omaha, NE. I needed to book an airline ticket for the driver to get back to Denver in his name, which I did with Southwest. On the morning of 9/22/23, the driver did not show up. I waited 45 minutes. Nothing. Then I call the driver and he said he was getting coffee and donuts for the past 45 minutes. So I ended up calling **********, cancelling the trip and asked for my money back. They refuse to refund the nonrefundable ticket that I paid for at Southwest, as Southwest didn't allow me to cancel the ticket because it was in the driver's name. Now I am out the 265.98 because I trusted ********** to do the right thing. They refuse, despite multiple phone calls and emails with supervisors. I ended up having to drive myself, and eat the cost of the airline ticket that I never would have purchased if I wouldn't have reserved the driver from **********.

  Business Response

  Date: 10/05/2023

  Hello,
  I hope this message finds you well. We appreciate your taking the time to share your concerns with us regarding your recent experience with Dryver's transportation service. We understand that this situation has been frustrating for you, and we would like to address your concerns and provide further insight into the events that transpired on the morning of September 21, 2023.

  First and foremost, we want to extend our apologies for any inconvenience you experienced. We value your business and take customer satisfaction seriously. Your feedback is invaluable in helping us improve our services.
  As you mentioned in your complaint, you placed a reservation request by phone on 9/21/2023 at 11:25 AM EST. We acknowledge the specifics of your request, including your need for assistance with an oxygen tank and luggage. We commend your communication with the driver, who proactively offered to arrive early and assist you.

  However, the challenge arose when our driver attempted to contact you multiple times but was unable to reach you due to your phone being left in your hotel room. We understand that you were in the lobby but too tired to retrieve your phone. This led to a lack of communication between you and the driver, causing delays and frustration for both parties.

  In response to this situation, our management conducted a thorough review of the emails, calls, and text messages exchanged between you and the driver. It was clear that there was a significant breakdown in communication that morning. While we empathize with your limited mobility and the challenges you faced, we must emphasize that timely communication is essential, particularly when using our service for time-sensitive transportation needs.

  We want to reassure you that Dryver takes customer satisfaction seriously. We have already provided you with a full refund for your order. It is important to note that Dryver operates as a referral service, connecting customers with independent contractors who provide transportation services. We do not employ the drivers, nor do we control their service provision methods. Our business model may differ from what you are accustomed to, and we understand that this might have contributed to differing expectations regarding our response to this situation. Nevertheless, we remain committed to improving our services and ensuring that our customers have the best possible experience.

  Once again, we apologize for any inconvenience you encountered, and we appreciate your understanding.
  

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your message clearly indicates your driver's fault in not showing up at the stated time of 7am MDT, and it is the fault of ********** and the driver that ********** found to do the trip that the driver did not know the pick up location.  This was the excuse of the driver.  If ********** would kindly refer to the first text the driver sent me that morning, it stated, "Leaving now."  The driver had claimed to hire Uber.  In order to hire Uber to reach my hotel, the driver would have had to input the specific address of the hotel for which he was hiring the Uber to drive him there.  I responded to the driver's message with a text that said "I" which was a spellcheck correction for "K".  At which point I brought items down to my car, and not having a pocket, I set my cell phone on the counter of my hotel room.  After organizing my car for the trip in clear view of my hotel entrance, I then waited at the entrance on a minimal amount of oxygen, as knowing the driver had left his location in Centennial, CO, he would be at my hotel in 20 minutes.  But he never showed up.  His first excuse is he didn't have my address (but clearly he did, or how did he leave on Uber to get to my hotel, and what the heck was taking so long to get there?).  The driver added the next excuse, "heavy traffic".  At 7:45 when I contacted him directly he again claimed to not have the name or address of my hotel (which I had given him and I'm certain ********** had given him the day before, otherwise how did they describe the trip to him?  Then he added more excuses that he needed, "a cuppa coffee and donuts."  Clearly it is the fault of ********** and the driver they contracted with to provide me the ride.  In order to complete the reservation I was forced to buy the driver a plane ticket with Southwest.  The driver could have called Southwest to cancel before the flight took off, but he didn't.  ********** could have told the driver to call Southwest to cancel the reservation, but they didn't.  I attempted to cancel the flight but was unable due to it being in the driver's name, David G*****.  I as the consumer am out of that money, nearly $300 because of the negligence of both ********** and driver David G***** in fulfilling their end of the contracted and scheduled trip.  Therefore, I am owed that money, because I lost it due to their direct negligence.  ********** already has all of the texts and emails referred to in this statement.  BBB please let me know if you need all of the copies.  There are many, as the driver texted me about 17 times in the course of 1 hour and I had to threaten to get him arressted for harassment to get him to stop texting me in the 30 minutes after firing him from the trip.  ********** also has evidence of this.  If they would like me to file a police report against the driver, I can do that as well, as it was obvious harassment.  I would just like the money back that was wasted due to their negligence.
  
  Regards,
  
  **** ******