ComplaintsforCocoa Beach Shuttle
Charter Bus
Multi Location Business
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Complaint Details
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Initial Complaint
07/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 7/27/2024, my elderly parents and returned to ************** on a cruise. My father who is 79 is handicap and uses a scooter, my mother is 76, and my husband is 64 and disabled due to a stroke but not handicap. I am 53. The instructions we received were when we get to the port go to a certain location and call the shuttle to let them know youre there. I did that and ******* the dispatcher told me there would be a shuttle to pick us up in 20 minutes and the driver was ****. After ***** minutes I called back and talked to ******* and asked her where the shuttle was. Its hot, theres no where for us to go. My parents are old. She became angry with me and said she didnt how long and the driver was ***** and its taking a long time because we need a trailer because we have a scooter. I said to her when I made the reservation everyone said not a problem. She said its not a problem you just have to wait. Their website says theyre available for pickup anytime. Then the driver **** shows up with an empty van. She tells us she was there to pick up 3 people but not us. The 3 people werent there so **** calls ******* and ******* tells her to leave and **** tells us she has to go to the airport. About 30 minutes later **** shows up again with an empty van and is there to pick up the 3 people but was told by ******* Dont pick up those 4 people. We had been waiting for 1 1/2 hours outside in 90 degree weather. The driver ****, did take us against the orders from ******* and clearly she had room in her van for us. We were discriminated against, treated unfairly and they falsely advertise their services.Initial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wife booked a shuttle from *************************** on March 26th to **************. Our shuttle was almost 1 hour last to pick us up. We called several times with no answer and when they finally answered they kept saying 15 more minutes. We ended up being late to our port and missed our first port time which made us miss our paid for lunch! When we got on the van, the springs in the back seat were broken and the seatbelts were broken as well. Very uncomfortable ride and unsafe. Our driver said to call and let them know of any time changes when we come back as our scheduled return was later in the day. On April 6th we called 20 times from 8-8:45am with no answer. When their phone system was finally turned on the voicemailbox was full and we couldn't leave messages. We ended up walking over to another airport shuttle and taking that back as we didn't want to be late and miss our flight since we figured they would be late again. We paid another $150 for that ride back.I will never use this company again and will will write ******* trip advisor and all social media posts if this isn't resolved.Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On December 18, 2023 I paid Cocoa Beach Shuttle service $50.00 to carry us from our hotel to the ship port in ************** **. They were to pick us up at the Norton December 23, 2023. We were instructed by the driver to call the provided number when we got off the ship on Saturday, December 23, 2023, and they would pick us up. When we got off the ship I called the number and got a message informing me that the Shuttle service had recently changed th3i4 hours of operation. They said the hours were Monday through Friday, with no weekend service. There was no option to leave a message, but to call back during business hours. We had to pay $45.00 for an Uber ride. They failed to provide a service they were contracted to provide. I've tried to contact them by phone and email, and have received no response. I would like to be reimbursed for the 7ber cost, plus half of the $50.00 they were paid.Initial Complaint
07/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 3, 2023, we were supposed to be picked up by Cocoa Beach Shuttle. When I booked, I stressed how important it was to be picked up at this time because our check-in time was 10:00am. They assured me this would be possible. On June 3, about 8:45am, I called and let them know we were at the pickup spot. They they told me the driver was on the way to pick us up. We waited, but the driver never came. I tried calling, for the next 45 minutes, but was never able to get through (I was on hold). We were forced to take alternate, way more expensive transportation, in order to get to the port. We were over an hour late. We were told by our alternate transportation driver that this happens all the time because this company overbooks. When we were arriving at the port, the Cocoa Beach Shuttle driver called and said he was in route. I explained that we were forced to take alternate transportation. He explained that there were passengers that were late getting off the ship and that was why he was late. This was not what I paid for. I emailed the manager, at ******************** in order to obtain a refund, and he has not even responded to my email. I paid for a service that I did not receive and would like a refund. This created a very stressful beginning to our 25th anniversary trip. We literally paid this trip out over 2.5 years time. Thank you, ***** ********Initial Complaint
05/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Scheduled transportation and was emailed an invoice detailing the fee was $85. Day before we were to arrive we got a call stating we needed to prepay but they changed the price to $129. They said whoever sent me the first price was wrong and wouldn’t honor the original quoteInitial Complaint
05/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We had booked Cocoa Beach Shuttle for a trip on Feb 5 2023 from the *********** to ******** cruise line pier. I had to call several times as they were very late. We were finally picked up 45 min. late. At that time it was raining really bad and the driver was driving irradicably. I did file 2 complaints and was first told they would take 20% off and after the last complaint they made it 30% off. At this time, I still have not received the credit and the full amount was charged to my credit card. I have now requested MANY times to be reimbursed for the full amount as I have waited way to long for $89.00. I have been told to email management, which I have done twice and never received a response. I have spoken with Mallory and Geneva more times than i'd like to tell you. I feel I have waited a very long time for this and at this time an putting in an official complaint.Initial Complaint
04/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I booked a shuttle from sfb Airport in orlando to LA quinta in on in cocoa beach. Once we arrived the shuttle did and we loaded our luggage in the van. When the driver attempted to leave the van would not go into gear. The driver stated it happens all the time and had actually happened on the turnpike on his way to get us. The driver then crawled under the vam and was smacking the van with a tool. Due to the broken down van we were forced to find alt transportation to our hotel via an Uber. I called the next morning and requested a refund. The original prepaid amount was 153.40 and I was refunded back 145.73. I called and was told for any cancelation there is a 5% fee that is charged. I did not cancel they were unable to provide the service they were paid for so I'm not sure why I'm being charged a 5% fee. This is very unacceptable. I realize it's less then $10 but it's the principal. They were the ones who "canceled" on us due to their falling apart vehicles so why I being penalized for their failures
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Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.