ComplaintsforCentral Coast Shuttle Services, Inc.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a two-way ticket with Central Coast Shuttle on February 29th, 2020, from Santa Maria to LAX and back. Due to covid-19 I was unable to fly to Australia later that month but I am planning to go down there to visit family next month. When I called CCS to cancel the shuttle service I asked if they could reimburse me, or if I could use the $140 that I had paid as credit. I was told I wouldn't be reimbursed but that I could use it as credit. At the time, no mention was made of any expiration date on the credit. I called CCS this morning to rebook and was told that my credit was no longer valid and had been cancelled, and that I would need to pay full price again. The price has increased from $140 to $160 which is completely understandable and I was willing to pay the difference of $20.

  Business response

  11/15/2022

  I spoke with Ms P****** earlier this morning.

  I explained to her that her credit had expired Back on 02/29/2022. Originally the  company was extending credit for an additional 1 year  due to the Corona virus,   To  2 years

  As this was very early  on March, 2020. Mr P****** canceled her reservation &  would leave as credit for future use in that year as she did not want to  lose 10% percent for all refunds being processed.  Not knowing that the virus would only get worse she would use further in the year. At the time of her cancellation we were still providing normal service as we had not been informed about closures and then later mandated to shut down.

  Ms P****** chief complaint is that she was not informed that the credit would expire. As explained to her, She made her reservation online herself and received her confirmation  

  Which she clearly states  the terms and conditions, she did not read.. She states that she should have been informed that she only had 2 years to use the credit as she thought it was indefinite. 

  Attached is a copy of the reservation. She made where it clearly states the terms and conditions.

  After speaking with her i do see that she has made reservation Roundtrip  for her travels in 12/2022. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased 2 way shuttle for 12/11/11 and 1/10/22. B***** (manager) changed my shuttle time without telling me and I didn't find out until that day of departure. . Driver R*** told me to sit in a seat without a seatbelt, that it "was safe." I refused and asked to sit in front seat with a seatbelt. She said I could not eat in that seat (even though she did). I am diabetic. She yelled at everyone in the van for 10 min because a young man needed us to stop to hand the his car keys to his father. She kept yelling, including we should tell her boss to fix the seatbelt. We all implored her to "calm down." Then she argued with us that she was calm. She drove like a maniac. It was unsafe to ride with her. I cancelled the return because the service was so poor overall; and I asked for a refund on the second leg/return on 12/25/21 via email. I called on 12/27/21 and spoke to Andrea and she said the "policy" is that unless a rider cancels the entire trip 48 hours in advance, there are no refunds. She said there was no current record of my email, and that B***** (manager) had probably printed, and she would have B***** call me. I am in Mexico and they cannot hear me via my telephone. This company is unprofessional and not being safe with the public. I only asked for a refund on the leg I didn't use $71 with more than 2 weeks notice. My next step is to report them to the Transportation Commission.

*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. ↩