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:12/07/2022

  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.

  On our recent trip to *********** and because of the service Mears Connect advertised we selected them to provide transportation round trip from the airport to our ************* They offer two levels of service one with stops for $32 per couple each way and one without stops for $125 per couple. Because of my handicap issues we choose the $125 each direction with no stops. They lined us up at the airport in the direct line then after we were loaded, onto the bus, they loaded everyone else and proceeded to take us to our ************ but stopping on the way at other locations. On the attempted return ride, we waited for the bus and when it arrived the driver explained that the wheelchair lift on that bus had not worked for weeks so we had to use and pay for a taxi ride to the airport. Mears did issue a credit to us for all but $32 for the ride with stops to the ************ upon arrival, but we did not agree to this and because they did not disclose that they were unilaterally changing our bilateral contract we expect the final $32 credit. We had other options for transportation we would have used had they disclosed to us prior to the ride they were not furnishing what we contracted for. It is completely dishonest and deceitful to do what they did. Luring us on the bus with a particular offer of service then changing that service is not remotely honest.

  Business Response

  Date: 01/19/2023

  Mears Connect has been in direct contact with this customer. There was no attempt to lure the customer in with a particular ********************** and provide another. The driver on the trip from the airport made a mistake and the appropriate personnel have been notified for coaching and follow up. Unfortunately, there was another mechanical issue with a vehicle as well. We apologize for the inconveniences and the appropriate compensation was issued.  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18803577
  
  I am rejecting this response because: We had a written contract with Mears to provide a specific service.  The trip from the airport to the hotel was not provided per the written contract and therefore has no  value whatsoever.  Both parties to this contract had specific responsibilities and Mears did not provide the service contracted for.  Mears had no right under this contract to unilaterally modify it and then charge a smaller fee for service.  The ride to the hotel was absolutely not what we wanted and had no value.  Full credit should have been issued and was not.  We don't really have any interest how Mears corrects or deals with their system or confused employees as they are no value or concern to us. We did not ask for or expect any compensation for the failed ride and stress related to the return from the hotel to the airport but rather just a credit for a service not performed.  The short of it is we expect the remainder of the money we paid, $32.00, to be refunded in full. 
  
  Sincerely,
  
  ***********************