ComplaintsforRobert's Hawaii Tours Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Im to report our horrible experience with Roberts Hawaii. I booked the transportation via my agent ****** travel as in a travel combo On my trips here they transported us from airport to ***** Hotel on March 10th but they didnt drop us in front of the hotel instead they dropped us five blocks away and we had to walk 10 minutes with our luggage, our strollers car seat and our baby 15 minutes to the hotel.They were also responsible to transport us from ***** hotel to the Hawaii international airport on March 16. Per their request, we started waiting in front of the hotel with everything ready five minutes prior to the pick up time which was 9:45. Their shuttle arrived late by 6 to 7 minutes at 9:52. When they arrived, I was pushing the stroller with my baby on it, and my hotel service was ready to help me load the luggage onto the shuttle bus. My wife was walking out of the restroom in the hallway. The shuttle driver refused to load my luggage and let us on board because my wife was not in front of the door. He refused to wait for even one minute and shut the door in front of us. He drove off immediately as my baby in the stroller was inches away from the door and the wheel. This is a safety hazard endangering my minor, which Im deeply concerned about.Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have 3 children who have been on Roberts Hawaii busses since August of 2020. Since we started using their bus service there have been nothing but issues. My kids busses almost never run on time, my youngest who rides the sped bus got to school over an HOUR late a few weeks ago, he sometimes gets picked up from school a half an hour late. On the regular elementary and middle school busses the drivers CURSE and SCREAM at the kids (I have this on video, from my middle schoolers phone) the driver threatened to leave the kids on the side of the road on multiple occasions. When I call to try and discuss the issues the person who answers the phone refuses to let me talk to anyone else within the company. The company is unreliable. They dont hold up their contract with the Hawaii DOE, and they definitely do not care about our children. They recently canceled routes for elementary & middle school children, with zero regard for how it affects the families having to deal with it. It should be illegal for a company to operate like this but they dont care since they have a monopoly on bus service, (THAT THEY NOW CANT EVEN DO?!) on this island.Initial Complaint
09/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We were supposed to be picked up at 10:30am on September 20 from ********************************** to bring us to the airport. We were in the meeting place at 10:15am and I started to check the van on both streets at 10:25 and did not find the van. I called their phone at 10:28am and the rep told me that the van is around the corner. I was put on hold and we went to the corner but didnt find the van. I resumed the phone call and the operator told me that the driver left already and that was at 10:30am. I dont understand why if its true that the van was there at 10:30am and left at 10:30am. I have all time record of the phone call on my phone. This is totally scam. We paid $42.00 for this pickup. I should have read the Yelp reviews about their bad service. Same issue, gets payment in advance and now show and lie to their customers. I want my money back and apology from them. I was told the Manager will reach out to me but I have not heard from anyone, its more than a week now. This business SHOULD NOT be allowed to continue. One of their former employees wrote in Yelp about how inefficient and uncaring this business thats why he left. Im looking forward to a response. Thank you.Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had scheduled a tour on 08/29/2022 to Pearl ****** with Roberts Hawaii. We were at one of the pickup locations 5 minutes early but the bus never stopped at our location. We quickly called Roberts Hawaii and they admitted that they did not stop at our location and had went straight to the next location. We were also told that they would not come back and pick us up and that we were ineligible for a refund ($246) because it was our fault that we missed the pickup at the other location. What a shady practice for a so called reputable company to engage in. We are here with quite a large party and we will make sure that everyone in our party knows about this and we also plan to write a review on all the sites such as Yelp, TripAdviser, etc.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,7:00 AM - 9:00 PM
MMonday | 7:00 AM - 9:00 PM |
---|---|
TTuesday | 7:00 AM - 9:00 PM |
WWednesday | 7:00 AM - 9:00 PM |
ThThursday | 7:00 AM - 9:00 PM |
FFriday | 7:00 AM - 9:00 PM |
SaSaturday | 7:00 AM - 9:00 PM |
SuSunday | 7:00 AM - 9:00 PM |
Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.