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:10/28/2025

  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.

  I booked transportation services twice with Turtle Bus in October 2025, and both times the company completely failed to provide the service as promised.On the first occasion, the company forgot about our reservation entirely, causing significant delays getting to red rocks. On the way back, they left us stranded in the cold for 2 hours after the concert ended, and a completely different bus company took pity on us and took us home. The bus that took us originally had all of our stuff on it (jackets, coolers, shoes, etc) and went **** never to show up. We had to threaten a police report to get our stuff delivered back to us via an **** multiple days later. Despite this, the owner apologized and personally offered to handle our next booking to make things right. He did not. I received an email the day of, that he had pawned it off on to another company. Then, a follow up saying hed actually keep his promise and drive us. I received text confirmation from the owner that the bus would arrive by 4:30 PM. Well, no driver arrived. I repeatedly called & texted both the driver and the owner with no response. The owner later told me that the bus had left but he also could not reach the driver. My group had to take multiple Ubers, arriving nearly two hours late to our event.The driver eventually contacted me and said his phone had died & he was unable to use maps.. a completely unacceptable explanation for a professional transportation company. When I requested a full refund, communication stopped entirely. My calls and texts have since been blocked by the company.This business has now failed to deliver contracted services twice, offered no refund, and is avoiding communication. I am requesting a full refund and for this pattern of negligence to be documented publicly to protect other consumers.

• Initial Complaint

  Date:08/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Reserved a bus for 8/16 at 1:30 pm, bus was confirmed and paid for 5/27/25. Reservation was also re-confirmed by the owner on 8/14.On 8/16 at 1 pm (30 minutes before scheduled pickup) we received an email notifying us they were unable to complete the pickup and stating that a refund had been issued. I have yet to receive a refund and the company is now ignoring calls and emails.

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 reserved a Turtle Bus for a birthday for *********. I was notified the morning of the 21st with a cryptic email canceling the party bus due to extreme heat and their buses having no A/C (which is understandable). The problem is, the owner ghosted me and wont pick up my calls or return my emails and he hasnt refunded the $1,020 that I paid in full for the service. He is completely unprofessional and should not be in business. I have filed a dispute with my credit card company but also ready multiple reviews of this same business practice with other peoples reservations which is unfortunate and a horrible way to conduct business.I want my money back and an apology. He will not respond to anything and I want to ensure no others go through a similar experience. It is a lot of money that was required in full months ago to reserve it. I didnt even get a phone call canceling. Just an email that was not clear and didnt confirm how they would refund the money.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  April 19, 2025 at 11:23 AM, we paid an invoice for turtle bus services that were supposed to occur later that day. At 2:44 PM of the same day, we received a text informing us that they would not be able to provide their services to us as they had not scheduled any drivers for that day. We then responded asking for a refund since they would not be providing any services to us (they had cancelled on us). We have made numerous phone calls and emails every day to this company since this has occurred, and they have blocked our cell phone numbers and have refused to return our money.