ComplaintsforBloomington Shuttle Service

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked airport pick up from Go Express Travel to pick me up at the airport on Monday, May 29. I provided the my flight number and details as well, as per their request form. When I found out my flight was delayed, I contacted my driver immediately. I had used this service previously, and was instructed to contact the driver and so that is what I did in this situation. I sent the driver three text messages, all of which showed delivered. Upon arrival, the driver was not there. I called the emergency after hours number only to be told the driver tried to call me (he did not, and I can provide phone records to show that), that he did not receive my text messages (I have proof of delivery), and that he had left. The company left me stranded at the airport at 1AM, unable to get to my 2 year old daughter an hour away. The people on the phone were rude and disrespectful. When I called a few days later to get a refund, the company refused me a refund despite not providing the service I paid for. The woman on the phone (***) was so rude and even questioned my intelligence as she was speaking to me.

  Business response

  06/05/2023

  Mrs. ***********;talked with **** when she called; she did not talk with *** because she was out of the office. This is what happens. 4 days post trip ***************** called the office asking for a refund due. **** informed ***************** that, unfortunately, the car still made the trip due to the driver not being aware of any flight delay. After not hearing from *****************, the driver waited for over an hour and called **************** without any answer, he then called the office to let them know he could not get ahold of ***************** and left. We could not wait since we could not get ahold of ***************** to charge the extra fees.  ***************** was unhappy with that response and told **** that she had texted the driver. **** told her that our policy is to contact our office per your reservation details, not the driver. The office nor the driver was aware of any delay, significantly since she changed flights.  ***************** stated that she had proof that she had texted the driver to inform him of the delay. **** responded with, "Did you get a response from him?" She said no. **** then asked her if she did not seem concerned that she had never received confirmation from the driver and should have called the office. She then stated that **** was belittling her. **** informed ***************** that the driver was there for the time when she booked the car.
  I ******** checked with the driver after I was told about this, and the driver did not receive any messages from ***************** until Tuesday when all the messages came, though, as well as the one putting him down. Please see *********************** 2. Nor did ***************** call the office until after she had landed, and no one was there. Per our reservation confirmations and policy, she must call the office with any changes. ***************** did not call with her new flight information to the office which she knew in plenty of time as stated in her text that it had changed. Drivers do not have the capabilities to make changes or handle reservations. Our drivers are only allowed to do what the system tells the driver what to do. 

  I have attached three documents but having trouble with them, so I hope that you receive them. 

  Customer response

  06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 2, 2020, I used my credit card to add funds of $80 to my account on the website of Go Express Travel Bloomington Shuttle, so that I could make hassle-free shuttle reservations in the future. In the midst of the pandemic, I didn't have the opportunity to use their service and still had $58 used funds in my account. It wasn't until recently that I realized my hard-earned cash was no longer available for use. However, to my dismay, I never saw any indication on the webpage or in the confirmation email they sent me (attached as supporting documents) that the amount of money I was depositing would expire. On April 6, 2023, I reached out to the manager, *********************, for assistance. She refused to help me, stating that my money had expired and being very rude over the phone. Now I feel cheated out of my own money and want to have the remaining $58 refunded.

  Business response

  04/11/2023

  All of our reservations are non-refundable. There is an expiration date for all credits of one year. However since Covid hit we allowed for credits to extend a little bit longer and you can see in the attachments. My dispatcher tried to explain this to the customer, However the customer was yelling at the dispatcher so she gave the call to me. I tried to explain that the tickets expire it even states that on out web site and will not let you go through the booking process unless you check the box stating you read and agreed to this. I was asked if I could send this over I said yes. I wrote down the address that was gave to me. Gave my name when asked I was then asked to spell my name. And before I could repeat the email address aback to the customer, I was informed that I am a cheat and a ripoff and was hung up on.  

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Go Express did not provide a resolution. My request for a refund has been met with an irrelevant response.

  Let me be clear: the refund I requested is not related to any ticket reservation or ride credit due to cancellations or missed reservations. It is the amount of money I directly put into my account through a bulk credit purchase using my credit card, as confirmed by my submitted email from Go Express.

  While I initially did not intend to complain about Go Express's attitude, I don't want other customers to go through the same frustration and disappointment that I have experienced. Thus, I will provide more detail below so that future customers can read more about Go Express on BBB's website.

  Go Express's response has reflected poorly on their company. When I called, a dispatcher answered and transferred me to her manager. While the dispatcher was patient and courteous which I can give credit to her, she clearly didn't know about bulk credit purchase and couldn't answer my questions.

   The manager was even worse, offering no explanation whatsoever and displaying a complete lack of professionalism and empathy. As soon as the manager picked up her phone, what she said immediately was: "The money has expired and I will not talk to you about this." I will not call that an explanation.

  It's clear that Go Express needs to do better, both in terms of resolving customer complaints and in training theirstaff to provide better customer **********************.

  Regards,
  
  Xian Gu

  
  

*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. ↩