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:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Prime Time Shuttle Service: ordered their roundtrip shuttle pick up days before our scheduled pick up for November 2nd 2024 at 4am and pick up from ***************** on November 12th at 1:15am. We paid $77.29 for the first leg of the trip and $78.58 for the second leg. For the first leg of the trip at 3:40am we begin receiving multiple calls from Prime Time Shuttle Service (as we are ******* to get out of the door for our international travel we missed their calls). In an hurry we finally answer a call, during which Prime Time Shuttle informed us they had no vehicles that were big enough in our service area. And would not be completing our trip. They offered a refund for our trip, however as we were heading to the airport, we did not want a refund, we needed a RIDE. This is a service that we paid for ahead of time and scheduled with the exact vehicle size needs and time of pick up, I have never pre-ordered an airport pick up from any other legitimate shuttle service and had them they say that they had no vehicles available. That is literally their job..to have the vehicle that was ordered available! Now this same exact thing happened on our return trip when waiting at ***************** for our pick up (after traveling for over 24hrs). Come to find out..they are a business that is operating under the guise of their own shuttle service, however all they are doing are calling Lyfts at the scheduled pick up time..and apparently its luck of the draw if theres one available or not. This company needs to be investigated and ideally CLOSED DOWN. It is detrimental to the citizens and visitors of ****************** and ****************. I was able to order my own **** and have a ride pick me up within 5min. If I knew thats what this company was doing, I would have just done that from the start. This company is a scam, provides false advertisement, and leaves customers who are likely to be on strict schedules to be stranded.

  Business Response

  Date: 11/15/2024

  Complaint ID: ********

  REF: ***** ******* (1205320/1205321)

   

  To whom it may concern, 

  We have reviewed Mr. ********* reservations and we have issued a full refund for both legs of the trip.  Management has tried to reach out to the passenger about the poor service and will also send the passenger an apology letter.

  Thank you,

  Prime Time Shuttle

   

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** P

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 paid $138.27 for a tesla ride from my home in ******* to ***************. The ride was on 5/28/24 - trip ID *******. The driver showed up 50 minutes late and stopped twice to recharge her car further delaying my trip to the airport. The driver was running so late that Prime **** Services had to call an Uber to pick me up and deliver me to ***************. I barely made my flight which was for international travel. I paid a premium for a ride to the airport in a tesla and the company did not deliver and caused me excessive aggravation. I want a full refund of $138.27.

  Business Response

  Date: 06/27/2024

  To whom it may concern, 

  Ref: ******* (*******************)

   

  The passenger has been fully refunded. **************** have already reached out to her. 

   

  Thank you, 

  Prime Time Shuttle

  Customer Answer

  Date: 06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 scheduled a luxury sedan ExecuCar for a pick on 4/19/24 from ***************. Upon arriving, I got a call from the company asking if I heard from the driver. I reported I had not heard from the driver so I was told to contact him since he was ready to pick me up. I got my bags from baggage claim and went to the ride-share area for pickup. The driver had still not contacted me, so I called and he said he was "20 minutes away".I waited over 35 minutes, which is longer than it takes to get home and there were plenty of Uber/Lyft drivers available. After 35 min, this driver called and said he was "seconds" away, but he was lying. I told him I was in the ride-share pick up near the curb & by a pole. The driver called again several minutes later and said he was parked elsewhere. Rather than come to the appropriate location to meet me, he made me walk around with suitcases and cross the street multiple times looking for his vehicle while carrying around my luggage.The description of the car was correct, but the license plate DID NOT match the information I was provided by the company. This is unacceptable. If he had not stated he was "behind a ******* I would not have found the correct vehicle since the license plates did not match. He never confirmed my name (or his) to let me know I was in the correct vehicle. The entire ride home, I was anxious and scared and had already notified friends of my location. I made sure to fill out the survey because this is unsafe. For having paid over $130, it's inexcusable to ask any rider to get into a car with the wrong license plate. I got a call from the local provider 4/23/24 and was told the driver was suspended. First the agent said he was suspended now, but then she said he was already suspended prior to this ride. How can this happen? This individual knows where I live and now I am scared he'll retaliate. She offered me $60 off the next ride- I declined. Then she offered a 25% refund. Beyond insulting for an unsafe trip.

  Business Response

  Date: 05/07/2024

  To Whom It May ************************** style="font-size: 0.875rem;">REF: ***********************
  

  The **************** Team has advised the passenger that we have issued a full refund for our part of her reservation. 

   

  Thank you, 

  Opoli
  

  Customer Answer

  Date: 05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Booked a primetime shuttle from *** to my home for Jul-16, 2023 (Res * *******)The driver came and started throwing a fit that there are too many bags - i told him i'll take a separate uber with rest of the bags but he refused to carry more than 6 bags (including backpacks/purses we could carry on lap) when clearly there was space.he refused to drive us, we called primetime shuttle and they said they will initiate a refund request and in the meantime i should take a taxi or uber. After days of follow up - primetime is refusing to refund saying i was a no-show while acknowledging driver refused. I simply need my money back.

  Business Response

  Date: 07/28/2023

  REF: ******* / N*********************

  To: ******************** (BBB)

  The passenger will be refunded the fare minus the $30.00 for the driver who showed up at ***. When passenger booked the reservation, he stated party of one with one *************** noted it was 5 people, 6 suitcases, 3 backpacks, and a large stroller. And remarked the luggage could not fit, without folding down the seats. Folding seats would mean the driver would not be able to accommodate the party of five.  

  Thank you, 
  

   

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  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.

  I ordered a service to pick me up at 4p. They told me they would confirm at 3p. At 350 I received an email confirming a driver was assigned. I called the mobile number and it was a non working number. At 4 I ordered a Lyft to pick me up. At 415 I got called by prime shuttle saying my driver was there. By that time I was already in my Lyft.

  Business Response

  Date: 07/12/2023

  Good day,

  
  The passenger's pickup time is 4pm. When customer service reached out to the passenger at 4:15pm to connect him with his driver and seeing that he hasn't been picked up yet, the passenger said that he already took other means of transportation and ordered Lyft. Our airport arrival instructions state that if passengers are on the way to the ***** lot (pickup location in ***) and they haven't received a phone call from us yet, they should call our dispatch department. This is done because drivers are not allowed to wait at the ***** lot. They will be coming from the airport staging lot where they await for passengers to be ready for pickup before heading to *****. The passenger made no prior communication to dispatch department before taking other means of transportation.

   

  For customer service effort, we have offered to refund the passenger but it would be for an amount that's $30 less than the fare that they paid. The $30 is compensation for the driver's time and effort of blocking his schedule and waiting to service the passenger.

   

  Thanks.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20278945
  
  I am rejecting this response because: They never sent me a confirmation email that anyone was going to pick me up until 10 minutes before pickup time. So nothing was ever confirmed, and by the time I got the email (which said to call the number on the email, which I did twice and sent to an extension that no one answered) I called my own transportation.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/12/2023

  Good day,

   

  The arrival instructions is indicated on our website. The phone number listed to call is for ******************* but it seems that the passenger called the driver's number. As a counter offer on top of the refund offered, we can provide a $30 promo code for the passenger to use for their next reservation.

   

  Thanks.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We scheduled a shuttle service *************************, 7/16 & 7/24/2022. We also requested an Executive *** for both trips. The trip ****** was fine, however, the trip home From *** was a nightmare. We arrived at *** to be picked up by 10:30 pm after a 30 min wait I contacted PT Shuttle and was told that the driver had canceled. I asked how am I and my family suppose to get home. I was told they could send another driver but it would take 1 to 2 hours. After a 5 hour flight, that was unacceptable to me and my tired family. I asked for a different option and they offered a***** ride. Not wanting to wait for 1 to 2 additional hours at the airport, we decided to go with that option. Instead of being picked up by Time Share at the airport we needed to take an airport shuttle with 2 small kids and luggage to the***** area which took 30 min. Once we arrived, we waited approximately 10 min for the***** driver to arrive. There was a total of 6 of us but when the***** driver arrived he mentioned that because of insurance purpose he could only take 5 of us. The other issue was that the car that was provided was an old beat-up stinky van and not the Executive *** I had originally requested. After 5 more minutes of speaking with the driver he finally allowed all 6 of us to get in the van. We did not arrive home until close to 2 am. I tried calling Prime Time the next day but I only spoke to someone and left complaint. A day or 2 later I finally received a call back and I expressed my dissatisfaction with the service and demand it a full refund. The person they could not do that the best they can do is provide me with a credit which I did not accept especially for what me and my family went through on that day, he said he would call me back with a different option if possible. I tried calling and texting several times soon after but there was no response. I want a full refund since I was not provided with the service I paid for. Exec *** not stinky van.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/08) */ Date: November 8, 2022 *** CASE#: *******/ *********** / ****** To whom it may concern: We have reviewed the reservation and saw that customer service changed the ************* (Luxury) for another type service (Economical/Minivan). On occasion, when we cannot provide the exact vehicle for a passenger, the proper protocol is for our customer service team to contact the passenger via phone call or email to ask if they mind the downgrade. Then normally, if the passenger says yes, the fare would be reduced by the difference and the passenger would not be surprised by the change. This did not occur in this case. And we apologize for the inconvenience. After the fact, our service team offered to refund the difference, but the passenger refused. We have since refunded the full amount. Thank you, Prime Time Shuttle (*****) Consumer Response /* (2000, 7, 2022/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received the full refund today, I appreciate the resolution.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  Reservation #****** This driver picked up my daughter and her 6 friends early morning 9/21/22 05:00 1) He told her friend to get out of the seat becuse of no seatbelt How can any shuttle be missing a seatbelt? Huge safety issue 2) the driver was so angry so mad and anyone leaving on a vacation are so happy and don't want to start like this He completely blocked me standing in front of sliding door so I couldn't take a pic or say good bye to them, they were very upset as was I 3) Driver shut sliding door -no photos and no goodbye and the driver did NOT CLOSE SLIDING DOOR ALL THE WAY I text my fainter telling her to shut the door They had a very hard time becuse it's heavy THIS IS THE DRIVERS RESPONSIBILITY to get out and make sure all passengers are safe in vans NOT passengers 4) they all told me how mean rude & angry he was the whole drive there This is completely unacceptable. The seat belt and door ajar is a huge safety issue for customers The people who answer the phone at the office are so rude and it's almost impossible to get a person to return a call I would like this taken care of and a call back from a supervisor ********** ************

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */ Date: October 5, 2022 BBB CASE#: *******/ ******************** To whom it may concern: We have reviewed the above passengers request for reimbursement from Canoga Park to LAX on 9/21/2022. The seatbelt issue actually is for the Fleet Owner, who was not the driver that picked up the passengers that day. The fleet owner has been aware of the non working seatbelt only recently and is in the process of fixing it. The van has working seatbeats except for one seat. The management team has spoken to the driver about his attitude. And the reservation was refunded 50% for the inconvenience, the driver was charged back that amount as well. Our customer service team has advised *********, we do not offer full refunds if service was provided. Thank you, Prime Time Shuttle (Opoli)

• Initial Complaint

  Date:04/25/2022

  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.

  Four of us landed at LAX just before midnight on 4/24. We checked the status of our driver (prepaid reservation), and found an email from PT, that had be sent while we were in the air, that our reservation had been canceled (reason 10-5) and our money had been refunded -- and that we needed to contact them if this was in error. I contacted PT and was told that our driver's vehicle had broken down, and that there were no other drivers available. I asked if they had relationships with other services and was told no. I asked how am I suppose to get home and was told by PT that it was my problem to figure out. Thankfully, I was able to rent a car and got home. I believe PT owes me the following: 1) A written apology 2) A cancelation fee of $100 3) The difference between the cost of PT and rental 4) $250 for the inconvenience and time spent

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/05) */ Date: May 04, 2022 BBB CASE#: XXXXXXX / ***** and ***** ******** To whom it may concern: We have reviewed the above passengers request for reimbursement from LAX on April 24th. An automated cancellation email was sent to the passenger at 6:36pm on 4/25/22. Email sent to: ********@yahoo.com. The company issued them a full refund on the date of their flight. Our support team has since sent them an email apologizing for the inconvenience of the lack of service and advised them that we will reimburse them for the difference between the two fares in a form of a check, for having to take alternate transportation home, once they provide a receipt. We will also advise them it isn't within the company's policy to issue $100.00 cancellation fee or $250.00 inconvenience fee. We can offer them a travel voucher for a future one-way trip. If they accept, our customer service team would leave a reservation open for future use. Thank you, Prime Time Shuttle (Opoli)