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:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a trip with this company for a wheelchair van and 6 mile round trip it was for 10:15 Monday morning April 7th. At 8:00 am I got a confirmation call that my trip will be on time. At 10:15 when they werent here yet I called and was told they cant find a driver. This trip was to see a surgeon for gallbladder removal. Im so weak I couldnt use my truck cause I cant climb into it even with help thats why I ordered this service. Also their charge was $175.00 dollars which is an insult to take advantage of old sick seniors.

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 reserved a car to pick me up for the airport. I have used this service many times before. I booked in advance and they charged me. They called me the morning of the flight 13 minutes before my pickup time to tell me they couldn't find a driver. I don't know how they expect people to make arrangements 13 minutes before a scheduled pickup! They didn't offer any solutions or give me any options.

• Initial Complaint

  Date:06/04/2024

  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 booked a ZTrip over the phone directly with the business on 5/1/2024 Booking #********, and was quoted a price of $28.00. On the day of service the driver called to say he was going to be 10 minutes late. I was taken from my place of residence to the Pittsburgh Airport. The actual meter when we arrived there was $42.40. The driver charged me $51.15, I gave him $60,00 cash and asked for a receipt. On the receipt it showed $8.75 as an Extras charge. I called the next day 5/23/24 and talked to Ryan and questioned the Extras charge. He said it was probably a tip. I said it better not be, because they would have to disclose that to me and they did not. I questioned the person that booked the reservation about a tip and she said that would be a very nice thing to do is to tip. I asked for a Supervisor/Manager to call me back. No one did. I have now made 4 calls regarding this matter, left messages, and no one has called me back. I have been transferred to the Pittsburgh Corporate Office and left voicemail messages. No one has returned my calls to give me an explanation of the Extras charge. I feel this is fraud of sorts.

  Business Response

  Date: 06/04/2024

  Good afternoon,

  After review, the fare that was charged is accurate in comparison to the PUC approved rates that are posted in the vehicle.  I've attached those rates for review.  Based on the pick up and drop off address, the bulk of the fare was due to the flag drop, mileage and/or wait time charge for any traffic, red lights, or stoppage.  In addition, there is a $6.25 charge for picking up or dropping off at Pittsburgh International Airport.  There was also a $2.50 fuel surcharge that was applied to the final fare.

  We apologize for any confusion regarding the fare.  We hope you had a pleasant ride and will use zTrip in the future. 

  Thank you,

  Chad S*******

  General Manager

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a tour to ************** with ********************. I was supposed to leave from the Tour **** ************** pick up at 6:30 AM, on 9-10-2023. I pre-paid $1401 for the trip. Although I had ***************** it did not cover the incidents described below which resulted in my missing Lenzners Tour Bus.I called (Yellow Cab) Z-Trip on 9-9-2023 at 8:34 AM at ***************. I scheduled a cab pickup at my home for 5:45 AM on 9-10-23. I told dispatch that I didnt want to risk missing the ******* Tour Bus. I also asked the Z-Trip if I should call ***************** instead to schedule and the rep said no he would definitely have someone there on time. I later received a Z-Trip confirmation number.On 9-10-2023, I called Z-Trip at 5:50 AM and was told they were running late. I agreed to wait; I again called Z-Trip at 5:58 AM and 6:06 AM but only received robocalls in response asking me if I wanted to "Wait" or "Cancel." I selected "Wait."At 6:11 AM I received a telephone call from ***************. The call was from an angry, female cab driver who did not identify herself. She stated that she was at the ****************** and that it wasnt her fault she was late. She said it would be 39 minutes before she could pick me up and began screaming on the phone that "I shouldnt have complained about her because they sent her to the Airport. I told [her] that I did not complain because the ************ I had for each of Z-Trips incoming calls were Wait or Cancel. I could not wait 39 minutes for the cab bus and I ended the call because she was really uncontrollably angry and abusive. I have never encountered a Z-Trip cab driver that was this abusive. Since I missed my trip and I lost quite a bit of money. I was wondering if BBB can help me recover at least part of the money lost due to Z-Trip. Although I filed a claim under my travel insurance, it was denied (today) 11-10-23. I've also had several discussions with ******************** to no avail.