Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our flight was rerouted due to weather. When the flight got into PIE, the flight got cancelled. No flights go to our destination so I ordered a driver/car from AmRide. When the driver and dispatcher kept saying 30 more minutes and 30 more minutes, we decided on another option which was a charter bus with a group of fellow passengers. The driver was not at the airport so I tried calling and texting to cancel. I have all text messages showing my request to cancel. AmRide is still charging me $1,100 for a drive I never took. No signed contract.

  Business response

  12/31/2024

  On December 27th **** **** requested a ride for 4 passengers with luggage from **************************************** (PIE), ******************************, **, *** to Destin-*******************************, ******* ********************************************************** so a Large vehicle be required, our representative spoke to the client that the pick-up time would not be immediate because we needed to locate the right driver with the right vehicle to accommodated  their request, which AmRide accomplished.  Because of the Holiday season traffic can be an issue around airports.  In our terms and conditions (attached) once a driver is assigned and enroute to them the ride could not be canceled (see attached), the driver was in consist contact with the passenger to let them know they what the eta would be.  The driver arrived at the airport at 6:32 PM and the client wanted to cancel at 6:30 PM, just a 2 minutes before the driver showed up (text messages attached)  

  It should be noted, this is not just a normal short ride home, this is a 450 miles 7 hour drive one way, because of the late time, the driver prepaid a hotel stay which was not refundable, in addition once a driver is assigned to a ride, they are taken off the rotation for the next two days, this is the reason we have these terms and conditions, 

  Thank you for your time and understanding 

  Customer response

  01/04/2025

   
  Complaint: 22738803
  
  I am rejecting this response because you can see my communication text with the drivers show 5:56.  I was attempting to contact dispatch and none of my calls would be answered.  There is also missing correspondence as the *** only chose to record our conversation on the last call when he called after I texted the driver to cancel.  The cancellation policy was never sent to me via email or any other means at time of booking.  Also, the dispatch called me promising a time of 30 mins until a driver would be there.  Then after 30 mins and a text with the vehicle information and no vehicle/driver I tried calling and dispatch would not answer.  My call log shows that I tried called numerous times to cancel.  The business also appeared to use two different numbers when calling me and my attempts to reach them at both numbers were unsuccessful.  Regardless I received no contract, no cancellation policy emails NOTHING!
  
  Sincerely,
  
  **** ****

  Business response

  01/07/2025

  When a client registers on the AmRide website ****************************** for a quote, the client agrees to our terms and conditions on our website.  The cancellation policy is available along with the entire Terms and Conditions for the client to review before moving forward, I submitted the clients own text message with the driver, the only time they mentioned canceling was minutes before the drivers arrival. 

   

  Thank you 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They refused to issue my refund they will not refund back my $271,27 they lied to be several times

  Business response

  10/16/2024

  The AmRide policy for refunds is stated in our terms and conditions on our website, ****************************** is as follows

  Refund Policy:
  Items purchased such as gift certificates, pre-paid hours and/or blocks of hours are non-refundable and non-transferable. No exceptions will be made. Long Distance Transportation refunds are subject to expenses incurred on a case by case basis and as determined by management. Credits and refunds are processed within 5 business days. Please be sure to check your credit card.

  Their ride was canceled the evening of October 8th 2024, 5 business days from October 8th was October 15th 2024, their refund was processed on October 15th 2024, a copy of the refund is attached. 

  Thank you 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 20, 2024, my family and I traveled from ********, ************** to *******, ***** with AM ride. during this 3 day trip, my family and I went through complete mental exhaustion and physical pain. Before the ride, I had made sure the representative that was scheduling my ride understood that the animals I was traveling with couldn't be close together due to a dog fight that had previously occurred. the representative confirmed with me over email and via phone that this would not be too tight of a space for the number of animals we had and we would be a perfect fit for the 15-seater. The company made it seem like this was going to be a big space maybe like a bus. On July 20, 2024, our driver Yogi arrived around 10 am to get us all packed and ready to go but I instantly noticed that the vehicle he was driving was too small of a space for us. so after that, I had to rush to go get a rental which I had to pay ***** for on top of paying for gas. In my family, I am the only driver with a license so i had to be the driver of the rental which defeated the purpose of paying for a company to drive me. I am a 50-year-old disabled woman so sitting up for that long especially in a car put my health at an all-time low. I had to keep stopping to throw up and to try to take a break to stretch my body but nothing was helping the pain I was in. I also have trouble seeing at night so it became much more of a risk to drive late at night. The pain became so unbearable to the point Yogi kept suggesting to have one of the 19-year-olds with permits drive. At first, I was trying to not let that happen but I became too ill to keep going so my stepson's friend had to drive the rest of the way to ********. The following day we got stuck in the middle of Tennesee for about 4 hours because the van got a flat tire and at first Ygoi was struggling to get a hold of the company to help us. during that process, my family and animals were unable to sit in the van with AC so we sat outside.

  Business response

  09/23/2024

  On July 11th 2024 The client hired AmRide to provide a driver with a ***** passenger van, AmRide quoted the client $ ******* plus tolls and 4.6% admin fee, which totaled to $ 5964.47.  We processed a deposit of $ *******, the balance would be due upon completion, the ride was from ********************************************************************** to ******************************************************************  The documented Animals and passengers were to be 4 big dogs/2 small dogs/1 Bunny/8 people***/ AmRide is providing the van.

  Our driver showed up at 11:08AM July 20th 2024 to drive the family to **********, this was to be a straight driver with just 1 stop for a stay over mid way through the ride, the clients, was not prepared when he showed up and the driver waited, and helped the client back the vehicle, the driver removed two seats so the dog crates would fit, at no time the client mention the dogs were pit bulls and were not friendly at all, the original plan was for the dogs not to be in the crates during the trip, and the driver had concerns, so they decided to have them crated.  If the dogs were not crated the vehicle would have been large enough to accommodate the clients request. 

  The client decide themselves to rent another vehicle to driver some of the unfriendly dogs were them.

  The client made an unplanned stop, to visit relatives and shop during the trip, the driver whom is one of our best drivers accommodate the clients request. 

  The driver successfully drove the client to their destination and tried to charge the balance, which failed.  The client was requesting a full refund, which I told them that I would credit them the amount of the rental plus gas, the client provide receipts for the vehicle, and varies receipts which included food, ect.  I decided to waive the balance due, because the client said they had no money and could not even buy food, I mentioned that this was an expensive way to travel, but they were okay with the price, but they did not know they needed to place deposits, for cable, electric, water, ect. 

  The client had the option not to accept the ride, when the driver showed up, and we would have refunded their deposit, the client is now trying to get a full refund not because of the size of the vehicle was smaller than expected, it was because the dogs were not friendly and could not be kept together, even if the vehicle was larger, that would not make any difference  Here is the breakdown of the charges.  We did fulfil our end of the agreement which was a driver with a ***** passenger van. 

  Quoted Fare    $ *******

  Tolls                          7.50

  Admin fee             261.97

  Total                  5964.47

  Deposit             *******

  Balance Due     2082.69

  charge after ride 101.00

  Balance due     *******

  I decided to waive the balance due $ ******* which was more than the rental car $ ******* plus gas, I feel that was more then generous on AmRide's part as we did provide the vehicle and driver requested, and drove the client to their destination,

   

  Thank you 

   

   

  Customer response

  09/27/2024

   
  Complaint: 22316464
  
  I am rejecting this response because: The compensation they feel was more than enough was not enough to compensate for the mental and psychical distress my family and I was put through. My apologies about the charge information that was incorrect I was only charged ********. The company was made aware in email that the dogs could not be put together. Over the phone I explained to the representative that they were aggressive and that's why they couldn't be together. Like said before the rental and small space of the vehicle were not the only issues. My family and I were stuck in ********* for about 4 hours in 100 degree weather with no air conditioning (standing outside in the sun with animals putting them through heat exhaustion as well). Being forced to have teenagers with no licenses drive (Which the driver yogi eagerly insisted on multiple occasions while knowing I was not comfortable with that for many reasons). Putting young drivers through stress because they are not used to driving long distances because my body psychically couldn't take the driving distance. I am medically diagnosed with arthritis and fibromyalgia which makes it harder for me to stay sitting up for long periods of time. during this drive I was sleep deprived, vomiting, having cold sweats, severe body aches and I also have glasses which made in 10x harder to see at night. it was also impossible to get any medical assistance due to moving and not having any health insurance yet. Going through all this distress defeated the whole purpose of me hiring a driver to drive my family and I to *****. I feel the compensate did not correlate to to amount of mental and physical distress my family and I endured. 
  
  Sincerely,
  
  ******-*** *******

  Business response

  09/30/2024

  As previously stated, we provide the client with the right size vehicle, if the dog were aggressive then they should have been ship separately and not in one vehicle from the beginning, no amount of separation in an enclosed environment would have helped, (I have found no communication mentioning the dogs were aggressive, if so we would not have offered our services) if the client was unsatisfied with the size of the vehicle, they could have canceled the ride from the beginning, our *** had sent them the dimension of the vehicle, in previous communication.  I believe the discount we provided covered all their expenses for the rental and the gas for that rental, plus more on top of that expense.  

   

  Thank you 

  Customer response

  10/31/2024

   
  Complaint: 22316464
  
  I am rejecting this response because: I still feel I am entitled to a refund and have attached letter from the other passengers who have stated the experience in their own words.  I do believe you have receipts from everything total and car rental to re-review.
  
  Sincerely,
  
  ******-*** *******

  Business response

  10/31/2024

  Dear BBB

  I have no change to our original response, we have reduced the price to compensate for their rental expense and gas, and then some. 

  Thank you 

   

  Customer response

  10/31/2024

   
  Complaint: 22316464
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******-*** *******

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got an estimate for a trip from my apartment in *******, ** to *****, ** and I was told it was 370$. It seemed to indicate it was the round trip cost, because I made it clear we were going up and back in the same day. Around August ******* I called Amride to speak to someone about the trip, ask some questions, and place a deposit. I specifically asked it the 370$ was the round trip price? I was told yes 4 different times. When I asked about the deposit I was told I needed to pay in full to book the ride for the day. So I called back on September ******. I paid 387.02$. (Was not told the total before my card was ran). I was sent the email of the booking. Then I was ask if I wanted to book the return ride as well? I was stunned. I explained that I had been reassured 4 times that the 370$ amount was the round trip price. The gentleman stated that each way was a cost according to his supervisor. I stated I wanted everything canceled and my money returned immediately. Instead, the next day the money had gone from pending to completed and had been removed from my account. Since September ****** I have been calling multiple times a day trying to get my money refunded. The employees of amride keep lying to me. They either say its been refunded, or if I challenge them on that, they then say oh, something must have gone wrong within the finance department, let me check and get back to you. But they dont take my phone number. I have filed a dispute with my bank, but amride is ignoring them too.

  Business response

  09/13/2024

  Attached please find a copy of the quote and a copy of the refund receipt.

  When a client visits our website, they fill out a form and the quote that is emailed to the client is a one-way quote, if the client requests a round trip then they would receive a quote that specifically states round trip. 

  Our customer service **** canceled the ride as requested by the client and submitted a request for a refund.  AmRide has a system in place that once a refund request is received in our finance department the refund is processed within 5 day of the request.  Our finance department received the request for the refund on September 8th, and the refund was processed at 4:55AM September 13th as noted in the attachment.

  My sincere apologizes for the delay in receiving the refund request, we will be implementing a new process to make sure our finance department receives the refund request on a timely basis.

   

  Thank you 

  Customer response

  09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Relates to service #RES **** 196 and CFQTRQR. Attempted to resolve I sent a letter to Amride headquarters on 3/7/2024 with copies of hotel bills. On 2/20, texted the company representative who arranged the trip, also sent emails to the company. No replies at all. I paid them $1330 for a driver in my car from ************** ******* to *********** ******** on 1/31/24. The driver arrived with a patch on one eye which was concerning but he kept taking it off and putting it back on. He said it didnt affect his driving. He drank alcohol at lunch saying it would clear his head. He would not pull over into the right lane so I could pay the toll. He missed an exit due to not using gps. When it was dark, after he slept in the car for a half hour on a break, he told me he had not been able to see for about 12 minutes before we stopped. I told him he needed to tell me when that happened and we should pull over. I told him we should stop at the nearest hotel but he wanted to keep going. I was concerned about his vision so after much insistence, we exited the expressway. From the start of the trip, he attempted many times by text and phone to reach **** , the rep, to get money from her. He was very frustrated that he didnt receive money. So by this time, well after dark, it was apparent that he had no money to pay for a hotel. I tried to find one within his budget but he said he would stay in my car. I told him sleeping in my car wasnt an option. He said he would sleep in my room. I made clear NOT an option. He said he would find someplace which to me meant sleeping outdoors. I paid for his room to have a rested driver. The next morning he was driving over 80mph while scrolling the phone down by his knee. I asked him to slow down and he argued with me. When we pulled over for gas, I locked my car doors and contacted Amride. I stayed another night in a hotel to wait for another driver. I asked Amride to pay me minimum for hotel expenses $296. The driver was unsafe.

  Business response

  09/05/2024

  Unfortunately, I was not brought into this case earlier, so I reviewed the client's complaint and the comments from our customer service representative. It appears our representative was able to provide a new driver, and worked with our hiring department to have the driver removed from our system.  She did fail to offer the client the credit she wanted, which she should have done when the ride was completed. 

  
  

  The driver's behavior is unacceptable and we now have a zero-tolerance policy with our drivers, and our hiring process has changed since this happened and all our drivers are going through re-training to avoid futures like this.  

  
  

  If the client is receptive to a $ ****** refund I can get that processed immediately, she also needs to be made aware that both the driver and the representative are no longer part of the AmRide Team.

  
  

  Please let me know what the client wishes to do.

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  

  I will accept their offer, and hope they follow through with screening and training their drivers.  It really was a stressful situation for me and should not happen to others.  

  
  

  Thank you to all those at the BBB who assisted with my complaint.

   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had booked a ride from ******** Bay, ******* to Kissemmee, ******* for October 1, 2023, pick up at 11:20am. The driver never showed up. When I checked the app the pick up time was changed to 6:47pm, which was not communicated or acceptable. I had to book an alternative ride at additional expense. I called the company, texted them and also emailed them, all to no avail. This is clearly a scam and I have not heard from them or been refunded my money.

  Business response

  10/24/2023

  ***********************; booked a rides with AmRide, a driver was assigned, but unfortunately the driver never showed up, but he did complete the ride and charge was placed on the clients credit card.  We were unaware of the mistake until the client emailed AmRide on October 3rd, 2023.  AmRide replied to **** to let him know we would process the refund and he should see the funds back into his account within 3-5 days.  We sent to process the refund, but **** filed a dispute, because of that dispute we were unable to refund the funds back to ****.  We use Stripe as our credit card processor and they have until 10/31/2023 to clear the charge.  We did receive communication from **** that AmRide won the dispute, and we are just waiting for Stripe to clear the funds for us to process the refund.  All this was explained to him already.

  The dispute is what has caused the delay in the **** getting his funds back, not AmRide. 

   

  Thank you 

   

   

   

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