Complaints

This profile includes complaints for Mears Transportation Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mears Transportation Group

  324 W Gore St Orlando, FL 32806-1037

• 

  Mears Transportation Group

  3840 Vineland Rd # 200 Orlando, FL 32811-6464

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:03/04/2025

  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.

  Transaction occurred on 2 March 2025 in which a taxi ride from ********************** to ***************** in which I was charged 235 dollars for a 39 mile trip. The cab driver erased the original charge of 115 dollars and charged me 235 dollars. I have emailed the company and called the driver for an explanation w/ no response

  Business Response

  Date: 03/04/2025

  Dear Mr. **************** apologize for the delay in our response. We have contacted your taxi Contractor and she said she has already made contact with you in regards to the price discrepancy.  Apparently, there was a misunderstanding or confusion of the roundtrip transport.  She has you scheduled for this Friday at 6:30am. If there is anything more we may assist, please feel free to contact me directly.
  
  Sincerely yours,
  
  
  ***** R. *****
  Director of Operations
  Mears Transportation Group
  

  Customer Answer

  Date: 03/04/2025

   
  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:10/17/2024

  Type:Sales and Advertising 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.

  We used Mears tax service going to and from the Orlando airport to the Art of *************** for our ****** vacation. We went to the airport on 10/12 and returned to the airport on 10/16. On both dates, the Governor had suspended all tolls due to Hurricane ******, yet we were still charged $5.25 each way in tolls. Mears charged $5.25 on 10/12 for tolls and another $5.25 on 10/16 for tolls, despite knowing full well that the tolls were being waived per ordinance. This is an unfair and deceptive business practice and they are taking advantage of unsuspecting tourists, like our family. This is not just about our family being over charged $10.50 for non-existent tolls; Mears should be audited for all dates with waived tolls and should be forced to return all monies for tolls charged on the dates in question while tolls were suspended and should be fined for this deceptive and unfair practice. The driver also had to manually charge the tolls; it was not automatic. The driver hit buttons to specifically add the $5.25 tolls as "extras" and hit "extras" buttons as we passed large signs stating "all tolls waived by Governor" etc.. When we questioned it the driver acknowledged all tolls were waived yet didn't refund us the tolls either and said to take it up with Mears. As a practice, this practice to charge tolls when they are not paying tolls is ethically questionable/wrong. All families should be refunded the non-existent toll fares they paid and this business should be audited for collecting tolls they are not actually paying as "extras".

  Business Response

  Date: 10/17/2024

  Dear ********* ******,

  Please accept our sincere apologies.  There has been some confusion with our Taxi Contractors and the toll expiration.  It was reported that they were supposed to reinstate the tolls on October 14, 2024 at 12pm.  I have attached correspondence to support this.  We have begun to notify all of our Taxi Contractors to stop charging tolls until the Governor unsuspends them.  We apologize of the confusion and would like to refund you $9.25 from both trips you took.  Your first trip from the Orlando ********************* you were charged $8.00.  $4.00 of this was a airport fee so we owe you $4.00.  The second trip back to the airport you were charge $5.25.  We owe you $5.25.  If this is satisfactory, we may refund the credit card that you used.  If you would like a check, please send us your mailing address.

  Thank you for taking the time to share your experience and allowing us to correct it.

  ***** *****

  Director of Operations

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22435198
  
  I am rejecting this response because I would like to know what you are doing about all the other unsuspecting families that you charged tolls to in error while tolls are still waived; essentially taking advantage of families and unsuspecting tourists that apparently Mears didnt think would notice. This is an unfair and deceptive trade practice and I find it hard to believe Mears being a big company and the drivers that work for them didnt know the tolls were being waived. There were large signs stating there were no tolls yet now Mears admits their drivers were charging for the tolls both before and prior to 10/14. This doesnt seem right. Not only myself but ALL families that were charged tolls incorrectly should all be refunded via their original forms of payment. 

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

  Business Response

  Date: 10/24/2024

  I have sent you a separate, direct email where our organization has refunded the overcharge of tolls and the gratuities for your inconvenience.  We had sent out numerous messaging to all of our taxi contractors through multiple platforms reminding them the tolls were still waived.  Some of the taxi contractors I spoke with knew they were still waived.  We hope that our messaging reached all that were intended.  We have had less than a handful of incidents that were similar to yours and we have rectified them.  The tolls have been reinstated so we believe there should not be anymore incidents like yours.

  Thank you,

  ***** *****

  Director of Operations

• Initial Complaint

  Date:09/22/2024

  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.

  We ordered an MCO shuttle for our return trip from ******. The driver was rude and miserable, crammed 9 people into a tiny van with no AC and kicked us out of the shuttle at ********** even after we told him our airline was terminal A. He told us he had to drop us at B because thats where he picked us up from. We never took MEARS from *** to ****** so that made no sense. We had to pay someone to transport our 8 bags clear across *** to terminal A where we had to check into our flight. I emailed *** asking why did I pay to be dropped off at my airline at terminal A but left at ********** with a small child. They will not respond.

  Business Response

  Date: 09/24/2024

  We are unable to locate a reservation, email or text from the customer name provided. We apologize for any discomfort caused by the air conditioning. All of our vehicles are equipped with air conditioning so there may have been a failure. We can respond that Mears Connect only picks up and drops of at the main terminal which is for both terminal A and ********** and terminal C. This is stated in the trip confirmation email we send to our passengers. As a shared ride shuttle, we do not drop off at each airline location. The information provided by the driver is accurate. If we are able to determine the driver, we certainly can address the demeanor accordingly. 

• Initial Complaint

  Date:09/03/2024

  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.

  We booked Mears for hotel pickup to be brought to the airport for a specific date/time. They told us to be ready for a specific time and we were however the bus showed up approximately 40 minutes late (and more than an hour later for other parties who were waiting with us). We waited outside in sweltering Florida heat with two young children and the company gave no updates. I have emailed the company numerous times starting on that day and since then and have not had any reply to any of my emails. We are seeking resolution of this matter and refund for this service because it was a terrible ordeal.

  Business Response

  Date: 09/06/2024

  Customer was responded to by **************** on September 3rd. 

• Initial Complaint

  Date:06/23/2024

  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.

  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

  Date: 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

  Date:05/11/2024

  Type:Product 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.

  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

  Date: 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

  Date:03/04/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/24/2024

  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.

  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

  Date: 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

  Date:01/07/2024

  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.

  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

  Date: 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

  Date:07/19/2023

  Type:Product 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.

  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

  Date: 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