ComplaintsforBell Trans

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***********************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had made a reservation for the airport shuttle to pick me up at the airport on October 6, 2023 and take me ******************* on October 8. After finding out a friend could do that for me I cancelled the October 6 reservation on September 27 and cancelled the October 8 reservation on October 7. I was advised the $30 would be refunded within 10 working days and to date I have yet to get the money refunded.

  Business response

  10/30/2023

  ******************,

  I am not sure what the hold up has been in crediting your credit card back for the service we did not provide but I have contacted our AR team to take care of it as soon as possible.

  Breck

  Customer response

  10/31/2023

   
  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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 23 - Oct 26, 2023. Purchased a round trip shuttle voucher for $61.80 for transportation (2 people) to ***************, and return trip to the ********* airport on 10/26. Trip to the hotel was as expected. I called the number provided to book the return trip, but it would not accept my information. After 3 attempts, I called the second number provided on the ticket and was able to get through to book a 10:00 am pickup the following day, with a texted confirmation. We waited from 9:45, until 10:10 for the ride. At that time, I flagged down another driver who was dropping off passengers, who radioed to find out why no pickup. The driver who was supposed to pick us up answered his call, and said she was still a ways out, and would be there shortly. At 10:18, she texted me to let me know she would soon be on her way. At 10:23, she called to let me know she was just about to head our way. We gave up and took a cab, afraid we would miss our flight. I have attempted to resolve this through the text number on their website, and also an email but have had no answer. I am requesting a refund for the $30.90 return trip.

  Business response

  10/30/2023

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

  We are very sorry for your experience with the driver and I have instructed our ***************** to refund you for the service we did not provide.  You should receive a refund check in the next 5 to 7 business days.

  Sincerely

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

  Vice President * GM
  

   

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction 8/20/23 and 8/24/23 On 8/20/23 contracted with Bell Trans to shuttle my wife and myself from ********* Airport to the ************ in ********* on 8/20/23 and a return trip from the ************ for two people back to the ********* Airport on 8/24/2023. The rate is $15.00 per person per ride - $60.00, plus fees and taxes. Payment in full by credit card made on 8/20/23.The trip from the airport to the hotel was uneventful.On 8/24/23, Bell Trans contacted us via text to confirm that we still needed a pick up at 8 am. We confirmed. When the shuttle arrived, I realized that I could not find our voucher for the return trip. The driver demanded $30.00 in cash because we did not have our vouchers in hand. Spoke with Bell Trans and they said that their policy is that if you haven't the voucher then you have to pay the additional $15.00 per person.Which is ridiculous: On 8/24/23 Bell Trans already knew without our having to reach out and inform them, of what date to make the return trip; what time; how many people; what hotel; our names; and our phone number. I am sure that they have their copy of the vouchers.Demanding that we pay a second time for the return trip in no way corrects the lost voucher issue. It is still lost. If perchance someone else were to find the voucher, it is useless - they would not be able to receive and confirm the text from the driver. Messages went to our phone number which the finder of the lost voucher would not know. Moreover, the return trip has already been performed. This is a scam.

  Business response

  08/28/2023

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

  We are sorry for this inconvenience; however, it is our policy if passengers on the ****************** do not have their boarding pass for the driver to collect cash.  Unfortunately, our reservation system is not connected to the Point of **** machines at the airport and therefore no way for our drivers or dispatchers to know if you had purchased round trip vouchers or not.  Again, we are sorry for the inconvenience and happy to refund you the $30 you were charged by the driver who was simply following policy.  Can you please send me your full mailing address so that we can process a refund check and mail it out to you.

  Sincerely

  BELL TRANS
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reserved an ADA *** as my niece is a paraplegic in a wheelchair. The company failed to provide one and essentially stranded us at the hotel having to look for alternate transportation to the airport at the last minute

  Business response

  08/07/2023

  Hi *****- First and foremost we are extremely sorry for this experience.  I am having our accounting office cut you a refund check and if you are coming back to ********* anytime soon please reach out to me directly and I will provide you a complimentary ride from the Airport to your hotel for this experience.  My email address is ***************************************.

  Breck
  

   

   

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I arrived to ***** from ******* **. This is not our first time in ***** nor our first time using shuttle services to hotels. We arrived on Saturday July 22nd in the afternoon and paid 61.95$ for round trip for the two of us. Our driver on Saturday dropped us off at ******** hotel a little off the entrance and told us that we will be picked up on Monday 4am at the same place. On Monday at 4am we waited and I called ******* who informed me he was running 10 minutes late. I called again after an additional 20 minutes. At this point Im worried about missing our flight. When he answered close to 430am he said he was at the pickup area which was down the escalator. I told him the previous driver told us about being picked up where we were dropped off ( slightly off the main entrance). We quickly made it down to where ******* was. He asked for our voucher and I informed him that I lost it but can he check our name by calling the company. Also showed him the text message i received about pick up this morning ( attached the picture of the text on this complaint). I can hear him as he called and someone on the other end verified or said they are good after running my first and last name. He still insisted on the voucher and I repeated that I must have lost it. He said we can pay cash and seek refund. I questioned why we would pay again when we already paid. Since we are running late I brought out 100$ bill since he insisted on cash ( we were not offered to use debit or credit card) only for ******* to say that he doesnt have change. At this point we came down from the shuttle and started going through our luggage looking for the voucher. At this point, I literally had to try and find my way to the airport since it was well past 435am now and we risked missing our flight. I asked for a number to file a complaint and the card had a generic number for the company but did not have options for complaint.

  Business response

  07/24/2023

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

  We are sorry for the experience you had with the Share Ride service.  The boarding passes aka vouchers are treated the same way as cash for the drivers.  They are trained to collect the voucher as payment and if the voucher is not present to collect cash.  We would have refunded the additional amount you paid after the fact.  Since you ended up not using the service we will refund you for the return ride *******************.  The refund amount will be for 2 passengers or $30 in the form of a check.  To send this to you I will need your mailing address.  Please email me at ***************************************** and I will ensure you get your refund.

   

  Sincerely

  BELL TRANS

   

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 7/13/23, ** services render & the company refused to provide a refund. Purchased a 2 hour stretch limo ride for my family of 4 to experience LV at night, and I was highly disappointed. The driver showed up and started a confrontational conversation with my husband saying that the reservation was only for adults and they are not allowed to transport children under a certain weight. My husband said that he was not sure how much his daughter weighed and the driver immediately said well I can tell because I am 115 pounds. My husband said okay do you have a scale and/or a booster/car seat. She said can go get a scale from work and then my husband asked if she could bring the equipment in case she was underweight. The driver tried calling but she said that she couldn't get ahold of anyone. Then she said that the business was only 5 minutes away and she would go get what we allegedly need. But my husband knew something was up and asked her how do we know youre gonna come back? She then replied I will I will, it's only five minutes away. After about 10 minutes we had a call stating that she would not come back because she didnt have a booster/car seat, I said well what about the scale so you can verify her weight, but did not acknowledge the comment. Then I said OK when will I get a refund the representative said we will not be refunding you the money because the driver showed up. I said yeah, but the service was not rendered. We went back and forth for a little while. I said I need a refund because the service was not rendered and she left us there. She said I will not be issuing you a refund. You can dispute it with a credit card. Then shortly after I get a text stating that we no showed. Even by their logic, they could have still provided a service to 2 of the 4 of us. They should not question anyone's physical. ** business should be allowed to not fulfill their agreement of exchanging funds for services. Then cancel & not provide a refund.

  Business response

  07/19/2023

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

  I was horrified when I read your complaint and we have suspended the driver to meet with us to explain this as this is not how we traditional service our out of town guests.   Last Friday I instructed our accounting office to refund the credit card which was used to book the service so you will be receiving a full refund.  Please do not hesitate to reach out to me with any questions and again we apologize.

   

  Sincerely

  BELL TRANS

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

  VIce President * General Manager
  

*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. ↩