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:03/06/2025

  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.

  I scheduled an airport shuttle pick up on 3/1/25, but the shuttle never arrived. I waited at their booth, but no one showed up. I tried to call them multiple times, but couldnt get through to a person. I texted them several times and was eventually told (by *****) that there was no reservation under my phone number. He never responded if he found a reservation under my name. I emailed several times requesting a refund and received one response: Ut has been cancelled (I dont know what that means). I later received an email from them at 1:26pm telling me that Your chauffeur has been dispatched and will be on-site prior to Mar 01 2025 12:30 PM (an hour late).This seems like a scam to me. They charged me for a service they never provided in fact they admitted they didnt have a record of my reservation, and then later sent me an email offering the services an hour late. They may have cancelled my reservation ( if thats what Ut has been cancelled means), but they never refunded the charge. Its also impossible to speak to a person to sort things out, even after multiple attempts to contact them.

  Business Response

  Date: 03/20/2025

  **** is very sorry for this confusion and frustration that may have affected your trip.  The refund is being processed and a confirmation will be sent.  

   

  Thank you. 

• Initial Complaint

  Date:12/28/2024

  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.

  **** **** did not pick me up at the time l requested.

  Business Response

  Date: 12/30/2024

  Hi ***** *******- We are very sorry we did not get you transported back to ************  We did send van 172 and I am not sure why the driver could not find you but we are happy to refund you for service you paid for but did not receive.  I am issuing a refund for the ser ice on 12/18 in which we did not transport you back to the airport for $15.  $30 would be a full refund for both directions and our records indicate we did transport you to the **********************.

• Initial Complaint

  Date:11/12/2024

  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.

  Schedule a service on their website nothing was blacked out was even called by the company to confirm you know maybe 10 minutes after scheduling. Everything was good. Everything was scheduled. No issues get called an hour later and told theyre canceling which apparently according to them they shouldve had the dates blocked out on their own website, but didnt. This is absolutely unacceptable, I would like them to honor their commitment or compensate me for wasting my time.

  Business Response

  Date: 11/27/2024

  Dear ********- We are sorry we were unable to provide you the service you requested via our online portal.  Unfortunately, it was during an extremely busy period and we would not have been able to provide you with good quality service and would have been extremely late picking you up.  This is why an hour after your initial booking you were contacted to let you know we could no provide the service.  I am happy to provide you a discount for future service for the inconvenience you suffered.  To take me up on this please contact me directly at ************************************************************************.

  Sincerely

  Breck

• Initial Complaint

  Date:09/04/2024

  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.

  Hello. I recently had a family vacation to *********. Part of my planning was round trip limo service via Bell Trans from the airport to my hotel upon arrival and return service for my departure from August 30th (Friday) through September 2nd (Monday). Two days prior to my arrival in *********, I had called Bell Trans to confirm my travel dates, my party size, acknowledgment of ordered car seats for my kids (which were rented by a third party and delivered to their facility), and number of bags traveling with us. Upon arrival, I received a text from **** stating the wrong date for my pick-up at the airport. I tried to text the number back that had sent the confirmation, but that is a non-monitored number. So, I had to walk around the airport to find someone from **** to help assist me. Eventually, we were able to get a car sent to us. Upon its arrival, there were no car seats per my reservation request. Another vehicle needed to be sent with the car seats so our children could travel safely. The driver did not know how to operate the vehicle and could not get our luggage in the limo. Our party with 3 kids in hand had to load the car with the drive in over 100 degree heat. After getting loaded the drive was uneventful and we arrived at our destination 2:30 later than scheduled due to the delays.After discussing with my party, we opted to cancel the return trip to the airport. I made efforts to call Bell Trans around 2p on Saturday, Sept 31 to cancel, but I got no answer on the provided phone number. Unfortunately for us, we were busy enjoying our vacation and did not get a chance to reach out again until the evening of Sept 1. Even after trying all means to cancel, it took over 6 hours for anyone to get back to us. On the morning of Sept 2 we requested a refund from Bell Trans and they adminately stated it would be a full charge due to no canceling within ********************************************* advance. We did not take the limo and cab to LAS

  Customer Answer

  Date: 09/04/2024

  Additional comments.
  the limo that picks us up at the airport was supposedly capable of holding 10 passengers and 8 large bags.  We had 6 large bags and with just those, the back seat needed to be folded down to make it all fit.  We were to have that same sized vehicle going back to the airport and we added one adult to our party. The text sent to me to confirm our vehicle stated it was a 8 passenger limo... so, we had strong concerns that all the passengers and bags would not fit in the vehicle.

  Customer service was non existent.  The majority of the time I could not reach anyone who could help me with issues.  And when we did finally talk to someone, they were rude to us.  Generally very disappointed with a service that was meant to be a value add to our trip.  Instead was the absolute worst part of it. 

• Initial Complaint

  Date:08/24/2024

  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 prepaid and reserved my shuttle ride round trip from the airport to my hotel, ************ on August 14, 2024. I paid $15. each way for my transportation. The ride to my hotel on 8/18/24 took an exceedingly long time. After looking at my instructions for the return trip and potential LONG time involved, I decided to cancel the ride. I attempted numerous times to cancel by phone starting on Monday 8/19/24 through their "automated system" and any additional ways I could find. (8 total times!). Nothing apparently worked. I took a taxi to the airport and wish to get a refund for the unused $15. Really poor customer service.

  Business Response

  Date: 08/26/2024

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

  We are sorry the transfer from LAS to your hotel took a long time.  The Airport Shuttle is a ****************** so it is not a direct route or transfer to a hotel.  We are also sorry you choose to cancel your return transfer to LAS.  I have instructed our ***************** to send you a refund check for $15 for the service you purchased but did not use.  

   

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

   

  Customer Answer

  Date: 08/26/2024

   
  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:08/05/2024

  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.

  July 29, 2024 paid for round trip transfer to planet *************** from airport with return from ******** to airport on August ******. Our pick up time was supposed to be 330am. We paid 61.80$ for 4 people for this transfer. Validation code: **********. On the morning of august 3, we waited for the driver for at least 30 minutes until 4am and called the driver and he said he was locked out of his vehicle. We continued to wait ,never received a phone call from the driver, called him back to which he said he was still locked out and could not reach the office. We proceeded to get a taxi because our flight was leaving ***************** at ***** and if we waited any longer wed potentially miss our flight.

  Business Response

  Date: 08/19/2024

  Dear *******************- We are very sorry for not getting you transported back to the Airport.  It is highly uncommon for a driver to lock themselves out of their vehicle and by the time we clearly understood what had taken place in the office it was too late.  We are happy to refund you the full amount of $61.80 and I have already notified our accounts receivables office.  Again, our most sincere apologies.

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

  Vice President

• Initial Complaint

  Date:07/17/2024

  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.

  On 06/26/2024 I pre paid for a shuttle pickup to occur on 07/03/2024 at 5 am. I paid $61.83 for my husband and myself. I received a text confirmation from Bell Trans the day before the scheduled pickup date. We showed up at the ************************* 20 minutes before our scheduled pickup time whichwas5 am. No one ever came to pick us up. I tried repeatedly to contact Bell Trans only to receive pre recorded messages. I was never able to reach anyone with the company. We had to end up taking a taxi which cost us $43.83 plus tip. When we got home I left messages on 3 consecutive days to a voice mail for a *************************** asking that he call me back in regards to this issue and asking for a refund. I also stated that if he didn't respond I would be filing a complaint with the BBB in *********. He never contacted me. I have my airport transfers for both me and my husband. I want a refund. I have included pictures of my receipt and transfers that we never used.

  Business Response

  Date: 07/17/2024

  Dear *********************- First and most importantly I am sorry for Bell Trans not getting you picked up and transported back to the Airport.  I have already notified our accounting office to send a refund check to your address listed in ****** for the refund.  I am investigating exactly what transpired but in reading your complaint you mentioned a *************************** not returning your call.  Bell Trans does not employee a person by this name so there must be some confusion.  Again, we are sorry and your refund is being processed as I type this.

   

  Sincerely

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

  Customer Answer

  Date: 07/17/2024

   
  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:06/12/2024

  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.

  Booked Bell transportation ******* services from the airport here in ********* to the Luxor with a return transfer things pre-scheduled coming from the airport to the Lex or did not get the ADA ******* bus and then going from the hotel back to the airport they tell you to be down 10 minutes early before your departure time we were down 40 minutes early saw ******* that ******* driver was dropping off. Refused to pick us up 15 minutes prior to the 11 o'clock appointment received text message saying the driver is on the way. A driver shows up at 11:30. Refuses to let us on the bus say he's not supposed to pick anyone up until noon when I say what's going on please call and find out child just drives off , contact them via their text message number and their phone number. No response whatsoever had to book another ride to the airport because they did not follow through on their contract.

  Business Response

  Date: 06/14/2024

  Dear **************- We are very sorry to hear about your experience.  I believe part of the confusion what the fact the drivers cannot pickup passengers to transfer them to LAS when they are still dropping off passengers at their hotels.  We are happy to refund you for the service we did not provide and I have already notified our accounting office to send out the refund check.  You should receive it in 5 to 10 business days.  Please do not hesitate to reach out to me with any questions or concerns.

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

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

• Initial Complaint

  Date:04/22/2024

  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.

  i ordered a limo transportation from ********** to our hotel on the strip for my daughter 21st birthday. We specifically asked for a black limo. Upon arrival on april 12 2024 the driver did not show up at the proper exit ruining the surprise, the limo we received was a champagne color, we were rushed all the way and one of the suitcase was ripped when placed in the trunk of the car. Best of all i called to report this matter to the company and to speak to a manager and i was told by an employee in 3 different times i will receive a call back . I did not receive any call back. Before reporting this matter i also emailed the company with no answer. I request a full refund of $118 and an apology for this best experience on my daughter 21th birthday

  Business Response

  Date: 04/22/2024

  Dear *********************,
  We are very sorry we did not meet your expectations.  I was able to find your reservation #********1 and in looking it over nowhere was it indicated you requested a specific color.   It was booked on April 11 at 7:30am and an email confirmation with all the details was sent to ******************* at 7:40am the same day.  We do everything we can to meet any customers request but unfortunately due to the order not signifying any request the dispatcher was not aware.  We apologize for the driver not being at the right location to surprise your daughter and making you feel rushed.  Regarding the luggage did you inform the driver at the time you were given your luggage back?   To make up for the bad experience I have authorized our accounting office to issue a refund for $118.  Please contact me with any questions at ************.

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

• Initial Complaint

  Date:03/12/2024

  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.

  On 3/8/2024, I arrived at *** and bought a round trip transfer service to **************************. I was given a receipt with the time of 7pm on 3/11/2024 for the return trip. I took a picture of where the drop off was. On the morning of 3/11, I called to confirm the return trip. All that was available was an automated system, so I created a pick up request. I arrived outside at 6:46pm at the spot. I did not see anyone, so I called all of the numbers on their website and they were all automated numbers. I also texted the number on their website and the other number on their automated system around 7:20. I received an initial response at 7:24 pm asking for my name. I responded with my name and a photo of the receipt. At 7:36, I received a response that said the driver was already there and there was no more communication. I called an Uber so that I would make my flight.

  Business Response

  Date: 03/12/2024

  In reviewing our system, we did have but 467 assigned to transport you but are unable to determine why.  We are sorry our driver did not transport you back to *** and happy to refund you for the service you paid for but did not receive.  A check in the amount of $15.45 will be sent in your name to the address we have in the BBB system.  Again, we are truly sorry for the inconvenience.

  BELL TRANS
  

  Customer Answer

  Date: 03/12/2024

   
  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,
  
  ***********************