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Resolved: DO NOT USE THIS SERVICE

Update by user Mar 13, 2020

After they realized that we had posted on Pissed Consumer, the notified me that they were / refunded the charges on my card. As for the unsafe driver, they seem to have totally ignored that complaint, in fact, have said absolutely NOTHING to us about it.

That being said, we did follow through with our complaint to the Utah authorities. Overall, we do NOT recommend this company under any circomstances...( I would rather take my chances hitch-hiking )

Original review posted by user Feb 12, 2020
Our inititial contact with the company seemed fine, arrangements made to have a pick up for wife and myself at Salt Lake City airport, with a ride to Provo, Utah for a conference. Although the drive initially seemed fine, once we got on the road things quickly escalated to us being in fear for our lives. The drive, who only identified himself as "tony" turned into the most erratic and careless driver we have ever seen. Often at speeds exceeding 85mph, he continually swerved from lane to lane, nearly clipping other vehicles, and while using NO directional signals. We tried to nicely comment how heavy the traffic, and asked him if it was always this fast, but instead of him taking the hint, he went even faster. Even to the point that several times nearby cars were honking horns at him....and at one point I believe a nearby driver "flipped Tony the bird" as tony swooshed by. Luckily we arrived at our hotel safely, but scared to death. As per my original phone arrangement, we were to pay the Shuttle company in CASH, which was $51.00. When we exited the vehicle and recovered our luggage we hand Tony a $100 bill and a single....it seemed an awkward wait until my wife asked tony if we could get our change. So Tony turned away from us, as he pulled pair of $20.00s out of his pocket and handed them to my wife, then he just turned and started to walk away, Apparently he decided to take a $10.00 tip for himself....So my wife called him out and said we needed a receipt for the ride, so he reluctantly turned around, fumbled for a slip of paper to write a receipt on, and after a few moments finally handed us the remaining $10.00 change.... So, move ahead a couple days to our trip back to the airport....I called a couple of other shuttle places to book a separate return, and the only company available on our time was, unfortunately Express Shuttle Utah. So I call them and explained our previous problem with their driver "Tony"....and told them we would NOT get into a vehicle if he was the driver....initially I we told that dispatcher had no way of knowing who would be the driver, but after asking a couple times to speak with a manager, I was finally assured Tony would not be driving. Well, I made the return booking, (also a $51 cost) and went back to tell my wife.....ABSOLUTELY NOT was her reply....I will NEVER get into one of that company's vehicles......realizing she was more traumatized than I had realized, I immediately call back to Express and was told there was a problem, that when they tried to book our return trip, it came up that the initial trip (which we paid cash for) had NOT been paid for, and therefore when I booked the return trip, Express Shuttle immediately charged my credit card for TWO trips... I tried to explain that we had a written receipt for CASH from "Tony" and we had paid him in CASH....so after many minutes of argument Express I realized this was not going to end well.....I told them to CANCEL our return trip and we would make other arrangments to get back to Salt Lake City....Sorry sir, we cannot cancel your reservation.......WHAT?? I just made the reservation less than 15 minutes ago and you are telling me you CAN"T cancel it? Well, I told them DO NOT send a car for us as we would NOT be using their service, AND as soon as possible I would be filing safety,wreckless operation and THEFT charges against their driver "Tony" as well as the company itself. When we got our bank statement, we found we WERE charged for the trip we NEVER took, and there was NO evidence of the previous charge being credited back to us. Since then I have spoken with Utah State authorities who told me they have had other complaints against this company, and would open an investigation into all the complaints, and I was subsequently directed to contact additionally Utah State authorities to file complaints with them as well.
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Resolved
ID
#1790681 Review #1790681 is a subjective opinion of poster.
Location
Salt Lake City, Utah
Service
Express Shuttle Of Utah Shuttle Service
Cons
  • Non- caring attitude of company
  • Attempted theft by the driver
  • Wreckless and dangerous driving
Preferred solution
full refund of $102.00 and restitution for emotional distress

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