ComplaintsforMears Transportation Group

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driver was texting while driving for the first hour of the ride. He only stopped when a passenger sat up front with him. I was appalled to see a driver do this with so many passengers. Such a lack of regard. On top of it, to accommodate his texting, he drove 10 miles under the speed the limit. I was anxious about his attention to the road as well as us being able to make our flight on time. It took 1.5 hours to get to the airport. My hotel was 25 minutes away.

  Business response

  06/24/2024

  Please accept our sincere apologies.  We would like to correct this issue but need more information.  What type of service did you chose:  Shuttle, Taxi or Luxury Service?  Do you have a vehicle number or anything to identify the vehicle or contractor/employee?  When (Date and Time) did you take the service and where were you picked up from?  If there are any other details you could provide, we would appreciate it.

  Thank you,

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

  Director of Operations

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My bus was suppose to pick me up at 5:25am from my hotel at All Star Movies in the *************. We were walking towards and could see the bus at 5:24amas we got closer and the time turned to 5:25am, the bus took off. We chased it and waved our arms to flag them down, but they proceeded to drive away. On your website, it clearly reads, Mears Transportation will get you to your flight, 3 hours prior to departure, my flight was at 8:45am, meaning Id be picked up at 5:45am. Then, it states, you should be at your pick up location, 15 minutes prior. That would be 5:30am. With that said, I was still at the location at 5:25am, when the email came in at 5:00am, suddenly informing me that my bus had arrived. What kind of a transportation company, doesnt even have a grace ****** of 60 seconds for paying customers. I would like a refund for the drive to the airport, that never happened.

  Business response

  06/03/2024

  ********* was denied a refund because the vehicle that we sent to pick the party up was on time as scheduled and picked up other passengers. Our driver was there to provide the service. Passenger has not correctly represented the information on our website. Our website reads: "What is my resort departure time? Resort departure times are scheduled approximately 3 hours prior to the scheduled flight departure time for domestic flights and 4 hours prior for international flights. The resort departure time is the time the vehicle is scheduled to leave your hotel. Please arrive to the location 15 minutes prior for luggage loading and as a courtesy to all other guests riding with us, helping all to stay on time for scheduled resort pick-***** All of this information is sent in greater detail in our confirmation emails. 

  Passenger was not suddenly informed that the pickup time was 5:25 as stated. ********* received several communications with all of this information. The time was in the confirmation email sent in January. Also on our website: "When do I receive my boarding pass? Your boarding pass with QR code will be sent 23 hours prior to your flight departure time." Passenger was actually sent this information with the departure time and other details on 5/10 at 06:25 am. The reminder with vehicle tracking was sent on 5/11 at 05:10 am as scheduled. Our system sent all of the communications as expected.  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We pre-paid to reserve private transportation from hotel to airport, and were given a pick up time. I received the text from Mears on the morning they were scheduled to pick us up stating that the driver was on the way - but the driver never showed. After waiting 20 minutes after the time they gave me for scheduled pick up, I telephoned Mears. When I told the representative that the driver had not shown, she had no explanation as to why, or any information as to how close he was. I asked to talk to management, and she promptly hung up on me. We then had to scramble to find and pay for alternate transportation to the airport and nearly missed our flight! I have reached out several times to Mears for a refund, and continue to receive automated responses which state they are busy at this time. I did get one email stating this would have to be escalated to management, but have not heard back since.

  Business response

  03/05/2024

  Customer has been contacted by **************** and advised that the request for refund was denied because the vehicle was at the hotel as scheduled to provide the transportation to the airport. Customer states that they reserved private transportation. Mears Connect does not provide private transportation. We are a shared ride shuttle service. 

  Customer response

  03/05/2024

   
  Complaint: 21381829
  
  I am rejecting this response because:

  This is simply untrue, and I have documented proof which shows you scheduled our departure for 6:20 am, and we waited for you until 6:45 am before we frantically began searching for alternative transportation.  I don't know where this photo was taken, but it was clearly not in front of our resort because we were there the entire time and did not move from the front of the main lobby in the pick-up area.  Clearly your driver was at the wrong resort, at the wrong entrance, or the time stamp was altered.  Attached is the "boarding pass" you sent me showing the scheduled pick up time, with a notation for us to be at the pickup area 15 minutes in advance of the scheduled time, (places us in the pick-up area at 6:05 am).  Absolutely no mention of the driver potentially arriving at 6:58 am as per the email you just sent me - nearly an additional 40 minutes later than your scheduled arrival time.  Had you specified that when making the reservation and collecting my money, we would never have used your "service".  Your tactics are unethical.  I expect a full refund and will bring my evidence to court if need be.  
  
  ***************************************************

  Business response

  03/05/2024

  Customer did have a 06:20 departure time from the hotel. Customer was not informed their vehicle arrived at 06:58 as stated in the complaint. ******** was advised that their vehicle arrived at 06:25. We provided an image of the vehicle in front of the porte cochere of their hotel. We watched the video of the driver exit the vehicle and board the additional two passengers that had the same departure time. Vehicle departed at 06:27 and went direct to the airport arriving at 06:58. 

  Customer response

  03/07/2024

   
  Complaint: 21381829
  
  I am rejecting this response because:

  This is false, unethical and absolutely unacceptable.  Please provide this video you mention along with a clear image of the actual resort we booked transportation to, and a legitimate time stamp.

  Your confirmation upon accepting my payment noted that mine and the two other people in my party (one of whom is handicapped and elderly) scheduled departure time was 6:20 am.  You also mentioned in a separate email we should arrive at the pick up area 15 minutes prior to departure time.  No where on the confirmation or in any other communication with you was there mention that we were to wait until 6:58 am.  This would have had us waiting from 6:05 am (15 minutes before your scheduled pick up time) until nearly 7 am, which we never would have agreed to with a handicapped passenger.  IN addition, your driver did not show up at 6:25 am, and I know this factually because we waited 10 minutes before calling your company to ask where the driver was, and when your phone representative could not give us any information on where the driver was or when they'd arrive, and I asked to talk to a manager, she promptly hung up on me.  This was when we became concerned about missing our flight and began scrambling to find alternate transportation.  Our Lyft came in the next 5 minutes, which brought us to 6:35 am, 15 minutes after our scheduled pick up time.  During those 15 minutes, we did NOT leave the pick up area and NO driver showed up.  I don't know who you're referring to when you say your driver picked up two passengers, but it certainly was no one from my party and it certainly was not before 6:35 am.  If the expectation was for us to wait longer than 15 minutes past the pick up time you scheduled, we should have been notified, and your telephone representative clearly dropped the ball in not passing along that information.  The anxiety caused us when the driver never showed, and we had no idea where he or she was or when they'd arrive, or even IF they'd even arrive was horrific, and our scramble to find alternate transportation so as not to miss our flight (although a nightmare), absolutely reasonable.  We expect a professional and ethical business to own up to their mistake, apologize and issue a 100% refund.

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

  Business response

  03/12/2024

  We are not able to provide images of other passengers due to privacy reasons. Customer has been provided a still image of the vehicle being at the hotel at 06:25. It is true that our driver was delayed at the previous stop and was 5 minutes late. Our drivers due their best to stay on schedule but sometimes delays happen in transportation. Noone expected the customer to wait until 06:58. The driver left the hotel at 06:27 and arrived at the airport at 06:58. Our driver performed the service as scheduled. 

  At this time, we have decided to return a portion of the cost of the trip. We have refunded the price difference between express and standard service. The customer booked express and not private. ******************** Connect does not offer private service. We understand that on arrival customer was placed in one of our vans and possibly expected the same on departure. However, the boarding pass sent states "Your departure vehicle may be provided in a different type than your arrival for both standard and express service." 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We travelled from Orlando airport to *************** on February 16th, 2024. The vehicle number was *****. The driver was Anson. I have a picture of my younger daughter holding her small pink backpack in row 6. We got off the bus at around 5:36 PM. We realized 5 minutes later she didnt have her backpack and remembered she dropped it on the floor. My oldest daughter did have her own small pink backpack. We called Mears customer service immediately and they said we would have it back in a couple of hours. We never got it back. The hotel staff and I called every day. I would appreciate it if the cameras were checked to see what happened to the back pack. We would love to have it shipped back to us when found. The claim number is ******.

  Business response

  02/26/2024

  Dear ********,

  We apologize for the inconvenience and confusion.  It seems we do not have the lost item but need more information to continue our research.  I have sent an email directly to you.  We should be able to solve this quicker if you and I communicate directly.

  Thank you,

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

  Director of Operations

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The unsafe driving habits of your employees, the unlawful movement of vehicles without proper identification, placarding or licensing for the city and state. The truck had no identity number beyond his ***** *******. He cause 2 people to wreck their vehicles because he cross 3 lanes of traffic from a right turn lane in one straight line in a 55mph zone.

  Business response

  01/08/2024

  Dear Brain,

  This is not our company.  We are in the transportation industry.  This company is in the broadband and wireless industry.  It looks like their email address is www.mears.net.

  Sincerely yours,

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

  Mears Transportation Group

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stayed at ********* ******* ******** Inn Check-In: 06/25/2023 Check-Out: 07/02/2023. Round Trip *********** ********* Shuttle - Orlando International Airport [MCO] Date: 06/25/2023 Pick up from airport was smooth. Pick up from hotel: No information on emails, etc.I decided to call the ONE number provided and spoke to a representative who said that my pickup was scheduled for 4 something, my flight is a 9am flight. He said the best he could do right now is to send a cab NOW. At this point it was like 5:15 am. I asked if he can schedule it for 6am instead since my flight is a domestic flight and I only needed to be there 2 hours in advance and it was a sunday morning. He said sure and to give a call back. Different Representative: Said they scheduled my pick up for 4 something in the morning for my 9am flight. This was not conveyed to me in any way via email, text, or phone call prior to me calling this number. I asked for the cab that was offered before. Rep: the only thing they can do is a cab YOU have to pay for. (on top of the fee I already paid) I asked to speak to the manager because I needed to get to the airport and this contradicted what the first rep said. Manager: Only thing is a cab you pay for. We put you down for a 4 something AM pick up because no one else on property is leaving today and you are on an international flight so you have to get to the airport at least 3 hours earlier. Now you will not make your flight you also have to go through TSA He continued to be rude, spoke over me, did not let me speak, insisted I was on an international flight (I was flying domestic) said I will not make my flight now. And was incredibly rude and unhelpful to the point I started crying. I kept asking why none of this was conveyed to me and he never answered my question. He just kept talking over me and insisting I will not make my 9 am flight. (we still had like 3 hours, it takes 20 min to get to the airport) They had already charged my card.

  Business response

  07/19/2023

  Dear ********

   

  Please accept our sincere apologies.  I have sent you a separate email to resolve the incident and to speed up the refund process.  We look forward to your correspondence,

   

  Thank you,

   

  David D****

  Director of Operations

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For some reason mears has a 24 hour change or cancelation policy. But, they will let you know in less than 24 hours (in my case, 23 hours and 30 minutes) that they changed your agreed on pick up time to something more CONVENIENT for them. Also when I called customer service, I got nothing but ATTITUDE from the supposed person that was assigned to help me. I would not recommend. Ever. You can get a **** for less. Try your options. Mears is garbage .

  Business response

  04/24/2023

  We are sorry to hear of the customers experience with our overnight team. This is being addressed accordingly. Mears Connect does have a 24 hour cancellation policy. This does not apply to reservation changes as stated in the document the customer sent to us. It states: "There is no charge for edited information within the 24 hour period." We do assist our customers with changes frequently as flight schedules change. We do have to be careful returning customers to the airport as we don't want anybody missing their flight. Our system under went maintenance recently and unfortunately the resort departure time on some reservations were changed. That is the case here. This had nothing to do with our convenience. In this case the resort departure time was modified per the customer request at no charge, the vehicle made several more stops and dropped the customer at the airport as scheduled. Customer is receiving a response from the email sent in as well. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We used MEARS connect for travel to and from the airport for our Disney trip on 2/15 and 2/21. The trip to our hotel was fine and without problems, the bus we had arranged was there and appropriate. But the return trip was not as expected. They were supposed to provide a large bus (with big padded seats as a bus has) but instead provided a small van with normal car seats. We were traveling with 3 small kids ages 4, 5, and 7 all of whom normally ride in car seats in normal vehicles. We chose bus travel because it is safer for kids without car seats and we were not bringing our car seats with us. When the van came to pick us up at the hotel, I voiced my concerns about not having car seats and not having a bus for transport. The driver told me this was my only option, he would not be calling a bus for me, and that my kids safety was my own concern not his. He was extremely rude. So we had to choose to take the van without proper seats for my kids (the shoulder belts were across their faces and had we gotten into an accident they would have flung through the windshield.) or find another transport from another company and miss our flight. We ended up risking the travel. I then called Mears and was told a manager would follow up. They did stating that they would take my concerns into consideration and rethink car seats for kids under 3 (which is ridiculous because car seats are needed past 3...). I asked for a refund as they put my kids safety at risk and they did not provide the bus service we should have had. The refund was denied. This is a horrible company that doesn't care about safety and this needs to change.

  Business response

  03/07/2023

  Mears Connect uses multiple vehicle types in the fleet to efficiently move our Guests. There was an assumption made that we were providing a large bus. The vehicle type is set very close to travel time based on the Guest volume at particular locations during a specific time frame. We don't promise motorcoaches in any of our communication. Neither do we state that we provide car seats. Mears Connect does not have car seats to provide. On our website we inform our customers that if they bring their own car seat, they may use it and that car seats are not required. The response mentioned is accurate in that we are evaluating options to provide car seats in certain circumstances. The driver advised that he offered to check to see if a motorcoach was available and that offer was declined. We don't show any communication coming into our customer service team prior to leaving the hotel to bring this concern to our attention and have the opportunity to check for options. The request for a refund was denied because the service was provided. The driver tried to make the situation a bit better by dropping them off on level 3 closer to their departing airline rather than level 1 where they are supposed to. 

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The driver did not give me any options other than taking the van transport or staying at the hotel and finding my own transportation. He did not offer to call a bus for me. He told me my kids safety was my own problem, not his. He was very argumentative. I did state these co concerns when I called Mears I initially. I was treated poorly and Mears did not adequately communicate that vehicles would be different than I was led to believe when making the reservation. Mears does not act in the best interest of customers in not informing them that vehicles may be used that require car seats to be safe. Had I known we were traveling by van I would have opted to bring my own car seat or chosen private transport that does provide car seats. Mears needs to really think about informing passengers of the risks of their vehicles and do their part to ensure kids are safe on their shuttles. I still think a refund is due due to the very poor service I received. 

  Sincerely,
  
  ******** ***********

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec24, approx 11pm my daughter and I were stranded at ******* ****** ******* waiting on **** for 2 and 1/2 hours. Picked up by Mears and split the fare with a ****** employee- it was on the way ...lake bona vista- the employee paid his share $32 (without tip, 37 with tip) about 1/2 distance, but the cab never put his meter back on and proceeded to charge us $45 for the other half on the journey to our hotel - Adventura Hotel. What a scam!

  Business response

  01/13/2023

  David Dease

  We apologize for the confusion and delay.  I believe you may have been dealing directly with someone from our organization already.  I believe a refund is due because your trip was a continuation fare not two separate fares.  Please feel free to contact me directly:  [email protected].  I will take over the refund process to expedite the process.

  Thank you,

  David D****

  Director of Operations

  Customer response

  01/19/2023

  
  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

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 29th 2022 we were scheduled to leave our Disney hotel with transportation to MCO airport. we walked out of our hotel at exactly 2:25 which is the departure time and we watched as the bus pulled away. The bus picks up right at the door and there is no mention on the boarding pass / confirmation that you must be there within 4 minutes of your departure. We contacted the customer service and they were not helpful at all, they kept telling us they could not contact anyone to find out when the next bus was coming. Finally a bus was dropping off and we asked if we could board and they told us no and we had to wait for the next pickup. We asked when the next bus was scheduled and the driver said it would be every 25-30 minutes. We waited almost an hour while on hold back and forth with the customer service. We were getting close to the maximum amount of time we could wait in order to make it to the airport on time. We ended up contracting an Uber. Once we got home I requested a 50% refund from Mears which I thought was fair for services not rendered. The email I received from customer service said the GPS for the bus was recorded and the bus was present at our hotel from 2:21 to 2:25 and they are not going to give a refund. They give you 4 minutes to gather your luggage, toddler and family of 5 and walk out the door. The is simply a case of an impatient company / driver that didn't feel the need to wait 1 extra minute for a family to walk 150 feet out the door. Mears as a company believes this is okay and taking money without services rendered is fraud.

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/10) */ As the Guest states their resort departure time was 2:25. Departure time is not walk out of the hotel time. Guests are expected to allow enough time to be in the loading zone with all of their belongings so that the driver can depart as close to on time as possible. We are unable to provide a refund for missing the departure vehicle. However, the recorded phone calls have been reviewed and we do feel that there was an issue with the level of assistance and direction the Guest received. Guest will be contacted directly to resolve this matter.

*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. ↩