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:06/02/2025

  Type:Service or Repair 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.

  Elderly Passenger Abandoned by St. George Shuttle – A Distressing Experience
  
  I arranged for St. George Shuttle to transport my 81-year-old father from Salt Lake City to St. George. He waited at the designated curb for over an hour, only to witness the shuttle pass by without stopping. Later, the company contacted him, stating that the curb was too busy to pull over and they were too far along to return. This left my father, who has memory issues, alone and confused at the airport.
  
  Attempts to reach the company were met with silence; they neither returned calls nor offered any assistance. In the end, we had to arrange an emergency Uber ride, costing nearly $500, to ensure his safety. Court case to follow.
  
  This incident goes beyond poor service—it’s a glaring example of negligence and a disregard for passenger welfare, especially concerning vulnerable individuals. Such treatment is unacceptable and should be addressed to prevent future occurrences.

  Business Response

  Date: 06/13/2025

  We spoke with the customer and offered him a refund for the service out of CUSTEROMER SERVICE!

  Our Driver was at the pick up spot but the customer was not.  I think there was a construction or something kind of blocking the view to see the van pull up.  Our driver called the passenger 2 times and left a voicemail that he is waiting at the spot.  After 12 mins (after our departure time) our driver left.  

  Our driver was at the pick up spot on time

  Our driver called the passenger to inform him and to see where he was - but passenger did not answer.

  However, we still processed a refund because we care about our passengers

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 called tonight to try to schedule a trip from SLC to SG with a taxi ride. The woman I spoke to on the 800 # at 7:21 PM 12/21/23 was attempting to make my reservation. As soon as she was ready your 800 # disconnected me. I called back at 7:26 PM, she was trying to get the same reservation ticket started & it disconnected me again. She had no idea who she was talking to because we never made it that far. I called on the 435 # to try for a 3rd time & when the same person answered, I told her what was going on with the 800 #. She said that when you get too many calls it disconnects callers. What kind of phone system do you have? Do you realize that's a massive loss of business when that happens? I told her that needed to be fixed, she got upset & hung up on me. She is rude, unprofessional & I see why you have a 1 star rating on this site. It's well deserved. I've called before & had great success making reservations & asking questions. There's a woman there with a huskier voice. She is always cordial, professional & very helpful. This person today should not have a job. She is very rude, can't handle pressure & was rather cold & callus. I have every right to be upset if I have to keep calling back to get something done. Your phone system problems are of no concern to customers. If you can't satisfy customers then they will go to the competition. This would be my first bus trip I was attempting to plan with you. Since I can't do it online then I have to do it by phone with random rude staff members. You need to do better on customer service. Remember we the consumers keep you in business & there is another service out there that does exactly what you do. They just happen to be more expensive. You really need to improve your customer service because it is very, very poor quality.

  Business Response

  Date: 01/02/2024

  I will look  into the customers complaint, We appreciate the feedback.  I will find out why the phone kept hanging up. I will find out and listen to the phone call and then i will get in contact with the person.

  Thanks,

  Zach W***

  CFO

  St George Shuttle

   

  Customer Answer

  Date: 01/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Everything else sounds good that he's said. I've tried endlessly to contact Shawn the manager at the office. He's never in or I don't have time to call back on the days he is. I've been told numerous times that he's "working" on the credit for my last ride on 12/25/23. I've repeatedly asked for a refund because I don't want to deal with this company anymore. They're way too expensive for the horrid customer service and poor quality phone service they have. I need to plan transportation to the airport again for this month but can't get an answer from them as to what the credit on the account is and if I can get a refund. They are so incredibly pricey for a ride to the airport in this super small town. It's insane. I'm seriously contemplating leaving my car at the airport and driving myself. I'm leery but may have to take the risk. Thankfully we are not in a high crime area. I just don't know what the security is like at the airport for overnight or short term parking. However I want a response on the credit amount and when I can expect it to be refunded to my card. I don't see why I had to take this step to get a response from this company. Doesn't give me a lot of faith in them at all. I just want my business with them to be done and only and I will not be back, that's for sure. I firmly believe the service level is a top down problem when hiring people. I want a response to the money owed to me.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/22/2023

  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 5.20.23 I bought a shuttle ticket on line for my sister. According to the information on the website, it leaves St George at 6:00 am and arrives to ********* at 7:10 am (we tried to book the one that leaves at 4;00 am but it was disabled on the website). My sister called the airline and asked if an hour and 10 min was enough to catch her 8:20 am plane on time. They said yes, as long as she had her boarding pass uploaded to her phone and not documenting luggage, and that was the case so we thought there was nothing to worry about. Turns out the driver stopped in Mesquite for a long time (close to 30 minutes), and my sister missed her flight, and she was stranded in ***** with no money and having an anxiety attack for not being able to be home for my dads surgery. I had to borrow money and send it to her to be able buy another ticket. Im not expecting any kind of compensation, even when this was a terrible blow to our finances. All I want is for Mr and ************ to be aware of the horrible way their employees handled this. The manager ***** told me that it was ok to file this complaint and showed no empathy or compassion, and some employee named **** that is not even listed as a manager, said I was suggested by the agent that booked the ticket over the phone (she assured me she had listened to the conversation) to buy the 4 am ticket. I was speechless because she wasnt even aware that I bought the ticket on line, that the 4 am shuttle was disabled on the website, and that I never spoke to an agent. I have given the heads up to all of my contacts in ************* posted reviews on Yelp, Trip ************************** etc to make people aware of the lack of customer **********************, empathy and compassion towards customers. In the end we are the ones that pay for their salaries.

  Business Response

  Date: 05/23/2023

  My name is *****************. I am in charge.

   

  Please email me at ******************************.

  What was the passengers name?

  Did your shuttle depart 6:00am on 5/20/23?

   

  I want to get to the bottom of this and resolve it!  

   

  Sorry for the issue we have caused.

  Thanks,

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

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  On 9/5/22, I booked a shuttle ride from St. George, UT to Springdale, UT on the business website (see screenshot showing the business advertising "Our St. George Shuttle to and from Springdale, Utah shuttle" - screenshot taken 11/13/22 at 3:13 PM, however same website page was visible on the date of booking 9/5/22).
  
  On 11/13/22, the day before I flew to St. George, I received a phone call from St. George Shuttle saying that there was no shuttle from St. George, UT, to Springdale, UT. I asked why I was being informed the day before that no shuttle existed and was told that I booked online when the website says to book by calling. The screenshot clearly shows that the website has a "book online" button and does not specify that rides from St. George to Springdale need to be booked via phone. The person also stated that the website has old information and has not been updated.
  
  I requested a refund and received a call from a manager 11/14/22 stating that a refund would be processed. On 11/15/22 I received a voicemail from Steve stating that a refund would be processed within 10 business days. As of today (10 business days later), no refund has been issued. I called 11/27/22 and spoke to Steve who said he would inquire about the refund. I have not heard back from the business.

• Initial Complaint

  Date:11/22/2022

  Type:Product 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 car and van shuttle service to take me back to the airport on Oct. 30th and the driver never showed up. I had to pay $50 for a taxi to take me to the bus terminal to make the connecting bus. The shuttle to airport was supposed to be a direct shuttle and get us there at 7:10 AM. It stopped 2 times and didn't get us to the airport until 7:45 - as a result I missed my flight and was stuck at the airport all day. I have contacted the shuttle service 5 times to date requesting a refund for my return trip ($65.90). They have not returned my calls, nor issued a refund. My shuttle trip ref # was *******.