Fighting Fraud
By Better Business Bureau® Serving Greater Cleveland
Better Business Bureau® (BBB®) Serving Greater Cleveland is alerting the public to a local airport shuttle service that’s leaving customers in the lurch. Consumers have told BBB that they prepaid for a shuttle service to provide transport to Cleveland Hopkins International Airport from a secured, offsite lot. However, consumers have cited severe service issues with the company, named 2 Birds Shuttle & Detail.
Reports from consumers complain about the company’s staff. They allege the driver uses threatening language and the company provides no return transportation for flyers back to their vehicles in a gated lot or requests an additional fee. Some consumers with delayed flights have found themselves waiting in the airport hours for a ride, particularly between the hours of midnight and 4 a.m., when the company is closed. There are also reports of cars being stolen from the lot.
An older couple detailed their experience with 2 Birds Shuttle and Detail in January. “I had an extremely scary incident with a driver from 2 Birds Shuttle and Detail…We recently used “2 Birds Shuttle and Detail” as an alternative to the expensive parking lots at the airport. I have never been so badly (verbally) abused by another human being as I was by the driver who picked us up at the airport. This was in the 10° blowing cold and (the driver) was 20 minutes late arriving. When I complained about leaving us sitting out in the cold he went ballistic.”
The consumer reported the driver started to use vulgarities and demanded the consumer get in the van or else he would make them call for a cab. “We were frightened to go with him, but we had no choice since the (company) lot is locked. Upon arriving at the lot, (the driver) dumped us off inside the gate and would not give us his name.” The consumers were left on their own to find their car in the snowy lot.
Another consumer alleged that not only did the driver use abusive language and was late, but he also demanded extra payment for “round trip transportation” after their flight was delayed. Multiple consumers have told BBB that they had to wait in the airport or a hotel after their flight arrived late and pay for an extra day at the lot. Since the company keeps vehicles in a gated lot, the consumers are unable to access their vehicles outside the company’s hours of operation. Another consumer told BBB after waiting four hours for a ride at Cleveland Hopkins Airport that “I felt so unsafe. I felt like I was being held hostage and would never be home or get my car back.”
2 Birds Shuttle and Detail is owned by Anthony J. Russell. BBB has received eight complaints from consumers, all of which are unanswered by the business. In February 2024 and August 2023, BBB staff spoke with Russell. Russell indicated he wanted all unanswered complaints sent to him so he could respond. BBB staff verified his email and sent him all unanswered complaints. As of March 2024, 2 Birds Shuttle and Detail has not responded to any customer complaints. 2 Birds Shuttle and Detail has an F rating from BBB as a result.
Additionally, BBB staff verified with the Public Utilities Commission of Ohio (PUCO) that airport transportation services such as 2 Birds Shuttle and Detail are required to have a Certificate of Public Convenience & Necessity (CPCN) on file with the state. BBB staff verified that 2 Birds Shuttle and Detail is currently “out of compliance” and does not have an active CPCN at this time. The PUCO Motor Carrier Registration System lists 2 Birds Shuttle and Detail’s current status as “suspended.” Transportation companies that continue to operate without an active CPCN may be subject to penalties and civil asset forfeiture by PUCO.
BBB advises consumers to file a complaint at BBB.org and to also contact the Ohio Attorney General and PUCO.
BBB is offering the following tips for consumers considering a shuttle, rental, or ride-sharing service for their travel plans:
-
- Start with trust. Visit BBB.org to read company reviews for livery and ride-sharing services before selecting a transportation provider.
- Pay with a credit card. Paying with a credit card gives you the ability to dispute charges. This is the safest payment method for purchasing items or services online.
- Consider all fees. As with most online booking services, always review the fees and taxes before you finalize your booking. Companies or ride-sharing services may charge a delivery or pick-up fee.
- Read the terms and conditions. Make sure you have a copy of all terms and conditions. If the company or service does not provide this, consider it a red flag. Keep all receipts and communications in case a problem arises.
- When possible, get commitments in writing. In case a dispute arises, have a paper trail ready. This can include cellphone screenshots and email correspondence.
- Verify Licenses and Certificates – Research what licenses, certifications, or filings a company must do to operate within their industry. Most passenger transport companies need to register with the US Department of Transportation (DOT) and associated state departments that handle transportation concerns. Consumers can view insurance information and safety records, including company crash statistics, online.
Consumers can file a complaint at BBB.org/Complaint. Have additional questions? Reach out to your BBB at 216.241.7678 or [email protected]. Have a scam to report? Report it to BBB.org/ScamTracker.
