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:04/10/2024

  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.

  On Tuesday April 9, 2024, at around 7:15 am, I took a cab ride with zTrip. I paid cash for the trip. The cab driver did not give me a receipt. I called the cab company and requested a receipt. I was referred to the account department. My first call went to voice mail. On the second call, I was on the phone for over five minutes before the call was disconnected, I believe that a receipt for a purchase is a basic expectation for conducting business. I would like a receipt for my records.

  Business Response

  Date: 04/10/2024

  Unfortunatley after many attempts to reach the rider, we have no way of knowing what the receipt amount would need to be or where to send it. The client is correct in the assumption that this is a basic function but without information, it make producing the requested receipt nearly impossible. We would be happy to comply just as we do hundreds of time a day.

  Customer Answer

  Date: 04/10/2024

  The zTrip cab service tracks call by telephone number and address.  If you put in my phone number ***** ********.  There automated system will pull up the address that I use for 99% of my calls.  In other words, they know or should know that there automated system sent a cab to **** ******** **** at around 7:20am on Tuesday April 9, 2024.  After I completed the trip to ****** ******, I paid the Cab driver $12.00 cash.  The Cab driver did not give me a receipt.  My first call to accounting went to voicemail and my second call was disconnected after bein on hold for five minutes.  

  The business response that they always provide receipts does not match the facts.  The cab driver took my cash and did not give me a receipt.  Now, the company is claiming that they cannot find records...they do not have adequate record keeping? What happened to my cash payment?

  Customer Answer

  Date: 04/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The zTrip cab service tracks call by telephone number and address.  If you put in my phone number ***** ********.  There automated system will pull up the address that I use for 99% of my calls.  In other words, they know or should know that there automated system sent a cab to **** ******** **** at around 7:20am on Tuesday April 9, 2024.  After I completed the trip to ****** ******, I paid the Cab driver $12.00 cash.  The Cab driver did not give me a receipt.  My first call to accounting went to voicemail and my second call was disconnected after bein on hold for five minutes.  

  The business response that they always provide receipts does not match the facts.  The cab driver took my cash and did not give me a receipt.  Now, the company is claiming that they cannot find records...they do not have adequate record keeping? What happened to my cash payment?

  Regards,

  ***** *****

  Business Response

  Date: 04/11/2024

  Again this is more information than we have ever had. Once again, we would like to know where the pick up was and where the drop off was. What date, What time. Simple. We did look up you records and found so many trip that we could not produce a receipt for the trip with no details.

  Customer Answer

  Date: 04/15/2024

  Date: Tuesday April 9, 2023

  Time: scheduled 7:15am-Driver arrived around 7:20am

  Pick up address: **** ******** **** *** ****

  Drop off address: **** ****** ******

  Amount Paid: $12.00 cash

  I would like a receipt for my $12.00

  Customer Answer

  Date: 04/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The zTrip cab service tracks call by telephone number and address.  If you put in my phone number ***** ********.  There automated system will pull up the address that I use for 99% of my calls.  In other words, they know or should know that there automated system sent a cab to **** ******** **** at around 7:20am on Tuesday April 9, 2024.  After I completed the trip to ****** ******, I paid the Cab driver $12.00 cash.  The Cab driver did not give me a receipt.  My first call to accounting went to voicemail and my second call was disconnected after bein on hold for five minutes.  

  The business response that they always provide receipts does not match the facts.  The cab driver took my cash and did not give me a receipt.  Now, the company is claiming that they cannot find records...they do not have adequate record keeping? What happened to my cash payment?

  Time: scheduled 7:15am-Driver arrived around 7:20am

  Pick up address: **** ******** **** *** ****

  Drop off address: **** ****** ******

  Amount Paid: $12.00 cash

  I would like a receipt for my $12.00

   

   

  Regards,

  ***** *****

   

  Regards,

  ***** *****

  Business Response

  Date: 04/16/2024

  We have no way of tracking cash payments in our system. I am sending a receipt to apease the situation.

  Customer Answer

  Date: 04/16/2024

  The response states that zTrip is sending a response, but the response does not say where they are sending the receipt.  Along those lines, the

  receipt could be sent by text message and/or email.  Please clarify how the receipt will be sent and then send the receipt.

  Customer Answer

  Date: 04/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The response states that zTrip is sending a response, but the response does not say where they are sending the receipt.  Along those lines, the

  receipt could be sent by text message and/or email.  Please clarify how the receipt will be sent and then send the receipt.

  Regards,

  ***** *****

  Business Response

  Date: 04/17/2024

  Attached is the response. We have also closed your account so that you will never have to experience the poor service any further. We widh you the best.

  Customer Answer

  Date: 04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I paid $12.00 cash.  I am entitled to a receipt for $12.00.  I received a receipt handwritten for $12.00 receipt that says ***** (********* *****) was the passenger. 

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

  Regards,

  ***** *****

   

• Initial Complaint

  Date:07/13/2022

  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.

  Ztrip is an authorized vendor that we use to provide services to clients in need. On 7/12/22 Driver #**** was rude, indigent and nasty refusing to take client to airport. This occurred in front of client and others that witnessed the disgrace. Driver of car #**** was scheduled to do booking #******** which included dropping client and kids to ************ ************* ******** I spoke with **** at 12:34 pm who advised that I needed to make contact with dispatch supervisor on shift. He stated he did not know why driver refused, etc. I then called and spoke with ****** Dispatch Supervisor who was of no effect. No sensitivity to error that has occurred and vital nature that if client misses her flight with kids they will be liable for reimbursement. I asked that she check status and all she could say was driver was 7 minutes out from airport. I was like she has to go through TSA, etc. so they may miss flight. She was unmoved and uncooperative stating I could call back for actual drop off time. I requested a contact number to her and she stated I would need to call main line back at ************. Client is traveling with kids and no way she or we should experience such poor service, rudeness, and unprofessionalism. This is not a Free service but a Fee based service. We will request a refund in full in client misses her flight as it was non-refundable which is why we called for service 3+ hours ahead of time.

  Business Response

  Date: 08/02/2022

  To whom it may concern
  
  The first driver that arrived on time to service this trip refused service due to ******* State law that requires all children and babies to be in a car seat during travel. The client did not have any car seats and had several children. The customer became very belligerent with the driver and the driver left the scene as to avoid an escalation. Per the complainant’s written complaint, the call was re-dispatched to the same result (which should have never been done and cause a dispatcher to be reprimanded).
  
  The second driver arrived and was met with the same conundrum. The driver decided to avoid the conflict and the driver drove them to the airport without securing the children to a car seat. Subsequently, that driver was removed from service due to breaking ******* law.
  
  Safety was not a priority for either the client, riders, or driver, my face is red because of the way this whole situation was handled only to have a complaint registered by the un-safe practices of this employee of The *** ***. The complaint is unconscionable and just the cherry on top of an otherwise dangerous situation. Shame on the complainant. She must have felt and as indicated by her written complaint that if she belittled, threatened, and strong-armed our drivers and dispatchers that we would perform this trip in an un-safe manner. Well, it worked because a driver lost their job and a dispatcher was reprimanded. Thank goodness no one was injured.
  
  zTrip
  

  
  

  Customer Answer

  Date: 08/02/2022

  I am the client in the compliant. We provided services the ****** ******* *******. 

  Customer Answer

  Date: 08/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  That is not how the situation occurred.  As stated the whole episode was avoidable as this service provider has been used by our organization for client services on numerous occasions. A car seat was purchased for the client when we were made aware that she did not have one accessible. That was not our issue as safety is always our first priority for all parties. The reason why we complaint was because the second driver didn't notify us that she made it to our facility and when it was time to dispatch survivor she (driver) was requesting a voucher from us in order for her to take the passenger to airport.  We explained to her several times that we don't provide vouchers as we have a Corporate Account with Z trip  and pay accordingly with credit card on file/check.   Driver was arguing and survivor was at risk of missing her flight. The minor was in her car seat this can be proven with witnesses on site.

  Simply put we wanted management to acknowledge our issues and address matter and they were non-responsive along with their staff. *** staff and client did not argue with drivers. We are trained to handled crisis management and our skills are utilized daily. 

  Regards,

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

  Business Response

  Date: 08/09/2022

  Sorry to hear the rejection. There are 2 sides to every story. No one in this situation was less involved than the other. I can only apologize for the whole situation. The facts are not being described here accuratly. Being that there was only one car seat for more than one child, we stand by our response. We will not transport children without a car seat. We are trained professionals and like the complaintant, we utilize our skills every day. Everything in our vehicles is recorded on camera. I will leave it there.

  Customer Answer

  Date: 08/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: the tone of the response " I will leave it there" is unprofessional and not resolution seeking at all. Thankfully we have other vendors in the field of transportation that are seeking networking opportunities as well.

  The second child was 13 and no car seat was required. Yes, maybe you should have reviewed the full camera footage  from beginnings to ending as part of your due diligence.  

  We obviously can not reach a medium; I will proceed accordingly.

  Regards,
  

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