Recent red eye trip to Salem MA. We narrowly missed a what would have been fatal accident. Our driver, who had issues the whole trip with staying alert and awake, fell asleep for a good minute on The highway traveling at highway speeds. The other driver, who was also an issue, had to take control and save us all. Her driving might not have been as horrible but her attitude sure was. The cussing, arguing with other drivers in front of us over her headset, telling passengers she's not responsible for giving us toilet paper, cussing in front of children, and then threatening to take off while people were exiting the bus with their belongings. The whole trip was a disaster. Everyone on board is now being accused of being racist. Which is absolutely the most ridiculous thing I've ever heard. I guess we should have all just allowed this to happen and kept our mouths shut for the sake of the company. I guess when it's 30+ against 1 when it comes to what happened, we should discredit the group of people. *eyeroll*. Do your research before boarding a charter bus and definitely book elsewhere. Save yourself the trauma! I'm giving them one star because there's no place to leave a negative star review. read more

PLEASE READ BEFORE BOOKING A TRIP WITH THIS COMPANY! We recently took a trip to Salem, and it turned into an absolute nightmare. To begin with, the bus was an hour late, setting an awful tone for the entire trip. During the ride to Salem, the driver got lost multiple times despite minimal traffic, causing us to arrive three hours behind schedule. On the trip home, the driver told us that there would be a stop for us to freshen up about an hour or two into the 13-hour trip home. However, I woke up 5 & 1/2 hours later to find that we were lost again, this time in a residential neighborhood, without having stopped once. THEN, I heard talk of the bus running low on necessary fluids, and the driver admitted that if we didn't find a rest stop soon, the bus would shut down. I even had to help locate a nearby travel plaza to avoid further issues. The lack of communication and poor management were the most concerning aspects of the entire experience. The drivers clearly needed better training. While I'm thankful we made it back in one piece, unless you're looking to star in your own low-budget horror-comedy about a bus trip, do yourself a favor and stay far away from this company! read more

Hands down best bus company in the city! Thank you for all of your help with transporting the senior class to cedar point. The kids loved the drivers. read more

we took a trip to Salam. the driver was a hour late picking us up. we was 4 hrs late getting to Salam due to the driver getting lost several times. I also have never been so scared the driver ran off the road more then once. cutting cars off so close we almost hit them. and took a wrong turn and got in a suburban area and couldn't make the turn and almost hit a tree. my husband and I really considered flying home. It was my 1st and last bus trip. read more

I used this company to transport my sons baseball team to get to a tournament the past weekend, Arranging the complete trip was made very easy and affordable thanks to urban express. They where very nice and easy to deal with to set the trip up, and our driver Brent made the trip special going above and beyond to make sure the boys and their families had a fun and enjoyable experience there and back. The bus was new, very nice, and exceptionally clean. I will use them every time I have any transportation needs no question about it. read more

Where to begin. The rep we were working with left the company and our contract was somehow cancelled in their system. When we called six months out from our event to tweak our arrival and pickup times they couldn't locate our contract. They created a new one but whenever we called back to confirm our pick up and drop off times, they NEVER updated the contract. We were constantly battling to confirm the times and locations - double and triple checking. We confirmed our final times two weeks before our event and our coordinator re-confirmed the week of our event. They were still late - they thought pickup was AN HOUR later than we had confirmed. 90 of our guests were forced to wait in our hotel lobby. We lost time with our photographer and added extra time for our live musicians because of their delay (costing us money) in addition to our ceremony starting late. One driver arrived at our venue without any passengers as they had gotten the pickup and drop-off locations mixed up. At least one driver ran over rock pavers four times on our venue's property and hit a curb at the hotel nearly tipping the shuttle and scaring the passengers on board. The door on one shuttle was not functioning and guests relayed to me that they had to help the driver kick/pull it open. When we contacted them after the event, they said that there was nothing they could do about the delay. They were the frustrating to work with from the start and I would not recommend them for your event. read more

First, I would like to congratulate our driver, she did an excellent job driving under the time constraints. I am a member of Blessed Hope's Senior Ministry. I am not one who sends reviews but I decided that this one was necessary. When we left on Saturday, the hatch was opened again. At 4:00pm on Saturday, it started to rain and the emergency hatch had to be closed. One of our Deacons closed it successfully. It was approximately 4:20 PM. We are not even halfway home. Can you imagine yourself riding on a bus on July 1st, with no air? Our driver could open her window but there was no air for those who were behind her on the bus. The windows fogged up so now there is no looking out of the window and still...no air. I have a question: would you want your mother or father to be stuck on a bus trip at the end of June, to return on July1st with no air? We have a senior on the bus with oxygen. At the present it is 77 degrees outside there are 23 passengers and the driver, our body temperatures are 98.6, do the math! This is unacceptable for your bus company Urban Express Charter to send us a bus three hours late with no air conditioning. We were told there had been an accident and the our driver had to go and get the other driver. They called in our female driver. She had to come from Columbus to Cleveland, so we did not leave Cleveland until after 10:00 am. We were waiting for 3 hrs. We were also told a replacement bus would be sent. When we got to Lancaster, around 4:00 PM, we had to stop at our hotel, and pick up the room keys, never changing clothes for our event, so we could go to the buffet by 5:00 PM. The Sight-and Sound theater close their doors at 7:00pm. We got there in just before 7:00 PM. We left the outlet today at 1:45 PM. We have not stopped for the rest room and it is 4:45 PM. I do not understand this is not right. Personally, I am 70 years old. Some of us are a lot older with different conditions. Someone went up and asked nicely if we can stop for the restroom, she said yes. She tried to get gas but her card would not work. So we went to a different gas station her card worked. While she was getting gas, some of us went to Arby's to get something to eat . We still had 2 1/2 hrs. to home. Transmission sounded like there was a problem. At 6:50 PM it started raining again, so the hatch was closed again. And on the right side of the bus 3rd window from the back, at the top, the window is leaking because it is raining. Still no replacement bus! Overall, we enjoyed ourselves because we are children of the Most High God, and we made lemonade out of lemons. When you look for service, you look for the best. We upheld our end by paying up front for our service. I do not feel that we received what we paid for. For it was a very hot and uncomfortable position to be put in. Thank you for showing us still, that a company's word is not its bond and you don't get what you pay for! I just called you company. They said we knew before we got on the bus. She tried to say it was a miscommunication. They did not have another bus to send.They are saying that because we knew prior. Mmmm so we were suppose to loose our hotel, our buffet and not see the play??? I am sending another email. I did say in the future we probably would not use them again read more

Terrible service. Left me and my wife at 4:45 am and we had to drive ourselves and then pay over $200 ti park at airport. Was told we were on our own, they could not pick us up. First fall at 4:45. Pick up time Did not get a call to say they were sorry. Repeat. Do not use this company read more

My childs school used them for their DC trip. The teachers stressed to the parents not to be late because the busses wouldn't wait. Busses were to leave at 6:00AM so all kids and parents had to be at the school by 5:30AM. Well needless to say busses didn't show up until almost 6:30AM. After they showed up they tried giving the excuse they got lost getting to the school. Yes its a new build, but its been built for over a year, and pulls right up in google maps. Several parents have located the school just find for all prior sporting events. Finally the busses hit the road closer to 7:00AM, so already running an hour behind. Then they pulled off to a rest stop along the way and shut the bus off. When they were ready to go the bus wouldn't start. One of the teachers had to jump the bus. Finally rolling again and now the air conditioner isn't working. The windows were fogged up and the kids were sweating to death. The kids arrived in DC 3.5 hours LATE. So they had to cut attractions short and were grumpy and hot. Now had this been the other way around and the school had all these issues along the way, I'm sure ol Keith would have something to say. I understand its not the bus drivers fault, but do they not do pretrips? Not only that as parents we put out A LOT of money for our students to attend this trip, just to lose time. That's not fair at all and I will not let this be pushed under a rug. read more

Hands down one of the best companies I have ever worked with. I was in need of transportation for an event very last minute. Another company had double booked our bus and I thought I was totally out of luck, my boss was going to kill me. I got a hold of Urban Express and they just made things happen. Very easy to work with and not to mention the buses were immaculate. The driver kept me calm and laughing the whole trip. It was a pure miracle. I am astonished with their customer service capabilities and will never ride with a different company again. I would highly recommend them to any one I know. read more

Great service for our trip to D/C thank you very much I highly recommend issuing Urban Express for any trips with their new busses and friendly staff read more

We were in a trip and Urban Express charters was the charter bus company they used. Our bus driver, Casey was amazing !! Very friendly professional & felt very safe traveling. He made good choices with weather that was unexpected. read more

This company is very unprofessional. They drive WAY over the speed limit in residential areas, park in the middle of the street to pick people up and will not allow people to get past them. They have an early morning pick up in our neighbor hood (4:45-5:00 am), and they sit in the van and blow the horn over and over until the people come out. I called the company multiple times to nicely ask if they could not blow the horn over and over. In this day of cell phones, they could call the person when they arrive for an early morning pick up. The person that answered the phone at their office was rude and hung up on me. I have also been cut off by them on the freeway. They do not know how to drive. Do NOT use this company. read more

I would NEVER recommend this company to ANYONE! Horrible horrible horrible service! Quoted us a fair price to use a party bus for a client then calls day of the event and says it will be an additional $300. They said our transportation from the church to the venue was over the limit we were quoted (nothing stated on the contract). Knowing it was going to cost us a ridiculous amount we would never have went with this company. We have other AMAZING company's we normally work with like Extreme Limousines & Classic Limousines in Columbus. They were both booked at the time needed and we resorted to this crap company! They have pour customer service and pour drivers. I've been in the event industry a long time and I really don't leave bad reviews on social media as I know how bad it can hurt a business - well these people deserved it! Do not use this company. read more

My daughter booked several shuttles for her wedding this past Saturday, October 9th. I wish I could give them 0 stars! We had problems starting 3 weeks before the day of the wedding trying to get an updated itinerary sent to us due to some changes that were made. Both my daughter and myself called and emailed NUMEROUS times asking for this to be emailed. Everyone was very nice on the phone and made promises but nothing was done. Finally four days before the wedding we received the updated itinerary. The day of the wedding, the first shuttle for one of the bridal parties was 20 minutes late and was smaller than what was in the contract so my son had to stay and come 2 1/2 hours later with the guests and one person had to stand. Plus the shuttle had a foul smell. We had shuttles that came later to the hotels to pick up guests. The driver of the last shuttle to leave for the venue had no idea where she was going and went the wrong direction. Luckily one of the guests noticed and she had to do an u-turn and my niece had to use the GPS on her own phone to give her the directions. Plus the bus had no working air conditioning and she drove with the door opened, which is illegal. The shuttles (2) for the return trip from the venue back to the hotels were to start at 10:15 pm and continue making trips back and forth with the last one leaving the venue at 11:30 pm. Only one shuttle (40 passenger) showed up at 10:15 pm and never returned. The second shuttle (25 passenger) never arrived until 11:30 pm. I called the office to see where the 40 passenger shuttle was and the lady who answered knew nothing about it and said she was trying to reach the drivers but no one knew anything. She told me to quit calling. We had 35 guests that needed to get back to the hotel so numerous Ubers were used. This was embarrassing since all guests were expecting a shuttle back to the hotel. The last Uber left the venue after midnight and there were no shuttles in site. This company is terrible. They have no idea what customer service is. I'm writing this review so people are aware of how they operate, and I don't want anyone to go through what we did. There are plenty of other shuttle services in the Columbus area that I'm sure would like your business and not put you through the stress that we endured. read more

If you're going to go 50 MPH in a 25 MPH residential zone, cutting people off and narrowly hitting other drivers, don't do it with your company name on the back of your vehicle. Just some advice. read more

When I reserved a trip from Columbus airport to Polaris, they told me they would swipe my corporate credit car on their shuttle bus. Once on board, the driver did not know where Polaris was (it's a HUGE complex home to many major corporate offices, and there is a huge retail section and many hotels) just 10 minutes north of airport. (I was the only one on the bus, so I sat behind him and guided him there using my GPS. Once we got there, he then began urging me to pay in cash. I explained that his dispatch office said they would swipe my card on the bus and that this was a work-related expense, but he still insisted I pay in cash. So I gave in and asked him for a receipt. He then fumbled around for a pen and something to write on, found a business card and on the back of it hand-wrote, "$35 drop off polaris". WTF! I should give HIlton Hotel a bad review too, since they were the ones who recommended these clowns. To Urban Express: if you care about getting a share of the corporate business, try investing in a credit card machine and a real receipt book! read more

Worst customer service EVER!!! We only booked them for an event because or other 2 companies we use were booked. They had Very poor communication!! I had to call to make sure the driver had my phone # & asked that he call when he was on his way which he didn't. I had reserved the party bus from 3-6 (which was fine ... reservationists Diane said they had a 4 hr minimum & quoted me $450, no problem as thats what we normally pay. Once the driver got to the church to pick up bridal party he said that he was told that he was to do a one way trip...I advised he was pick up at church, take bridal party to reception them done. I called the reservationist that I had been working with & she said no, that the driver had to get back ??!!!??? Excuse me?? My thought was, why would he need to get back when I paid for our allotted time & we have him til 6pm. She said no, he was to pick up at 3pm... I advised yes, my reservation was from 3-6 & my bridal was just getting on party bus (this was @ 4:45pm)...she went to say sorry the only time on your contract is 3pm & states one way... I tried to explain to her that every time I had spoke w/ her I had confirmed my reservation was from 3p-6p... she wasn't getting what I said & had said that there'd be an additional charge of $300, told her that was never mentioned & not sure why when we were still within our time frame & id need to discuss things w/ my boss before any additional could be ran on his card. Fast forward to 11:30pm, I get notification that they did charge my boss's credit card WITHOUT AUTHORIZATION!! I called right away when I got in the door & spoke to a reservationist (Bari) who was understanding & said would forward my info to her boss Noor & would have her call me. Never heard from Noor, I had to call her...I explained the situation very in depth & all I got was well, that's our policy... it was to be one way trip (which it was... pick up at one spot & take to another) Noor said that would have to talk to her boss & call me back... again, never heard back & I had to call & all she said was her boss was on vacation, and would get back w/ me... this went on for several more weeks ... all just trying to get $300 back that they were not authorized to charge on my boss's credit card!!!! 3 weeks later & Noor says her boss is still on vacation & shes only authorized to refund $50!!!! WHAT?!? That's just a slap in the face!!! I asked when her boss would be back from vacation so I could discuss w/ them & all she said was .. I guess they extended their trip, they are higher ups & they come & go as they please. BEYOND UNPROFESSIONAL!!! This should have been dealt with the next day as their employee failed to do her job &!somehow that's our fault?!!! I DON'T THINK SO!! I would NEVER recommend this company!! read more

Urban Express Charter was hired to transport our 263-member high school marching band from Dayton, OH to St. Louis, MO for an overnight competition this weekend. Unfortunately, Urban Express Charter stuck us with an old, worn-out, sub-standard bus that clearly was not up to the trip. The first issue that forced our caravan to exit the highway involved a faulty emergency exit door that wouldn't latch shut, causing an alarm to continue sounding. Who knows if that issue was properly resolved, but they got the alarm to stop going off, so we got back on our way. Then, about an hour before reaching St. Louis, there was a major malfunction with the exhaust system, with tons of smoke billowing out the rear of the bus, rendering it inoperable. Again, we exited the highway, and everyone on the crippled bus had to merge onto the remaining buses in the caravan. For the rest of the trip, we had kids sitting on top of each other -- both uncomfortable and unsafe! Because of these first two setbacks, we were running so far behind schedule that we had to completely rearrange our itinerary for our first evening in St. Louis. As a result, our kids got cheated out of their sightseeing experience at Arch Park. Not cool. Arriving in St. Louis nearly two hours behind schedule, and having over 260 hungry teenagers on his hands, our band director opted to go straight to dinner. After dinner, the crippled bus made a re-appearance in the restaurant parking lot, and we were assured that the exhaust problem had been fixed. So, our kids loaded the bus.... but didn't get far. Frustratingly, the bus's worn out suspension couldn't support the bus well enough to make it out of the parking lot! Again, our kids had to unload the crappy, old bus, and one of the other buses had to circle back to pick them up from the restaurant after dropping everyone else off at the hotel.The band is still in St. Louis, and I hope and pray that Urban Express Charter is not planning to cause more problems for our return trip home by making our band ride back on this piece-of-junk bus. Beyond the unnecessary frustration and grief that Urban Express Charter has caused, I, as a parent, have very real safety concerns surrounding our kids riding on such a terrible, unreliable bus. As I mentioned, we are a large band, and our parents are aware of, and quite upset by, the problems that this charter bus company has caused for our band on this trip. Urban Express Charter can expect additional negative reviews. Lots of them. read more

Urban Express Charter - This is what you get when you hire Urban Express Charter! Broken-down, worn-out, unreliable transportation. They really messed up our trip! - Limos Near Me - Columbus, Ohio

Summary: DO NOT RENT FROM THEM - THE OFFICE STAFF STOLE MY IDENTITY I thought it would be great to rent a party bus to go tailgating, out to some bars, and back home for me and 29 of my closest friends. Initially all seemed normal when I booked the bus. The lady in the office required a signed contract, a copy of my credit card front and back, and a copy of my driver's license to rent the bus. No big deal because I was paying cash and I never use that credit card. All mostly went ok on the trip except my friend left her coat on the bus and when we got back on it was not on there and her ID and credit card were in it. She called them and even went down to look on the bus the next day and it was not there and they we all rude to her. She canceled her credit card and we all thought nothing more about this for a long time. Until one day I get my mail only to discover "I" had bounced checks all over Columbus from places ranging from Home Depot, a bunch of clothing stores, Meijer, etc. So I immediately had to get to the bottom of it. Only to discover a few days later, I have a bill with my credit card (which I never use) and someone had charged their HOME phone bill to my credit card - the link I needed to solve the case for my detective. Turns out this office person stole my information (and a ton of other people's too), made fake IDs with her picture on it, created checks with my name on it and other clients' checking accounts and went shopping until she got caught. Her stupid boyfriend charged his HOME phone on my credit card. I solved my case because I remembered faxing a copy of my ID and credit card to them for the reservation - I had saved the info I faxed. The case is finally closed and the office chick, her boyfriend and all others involved got a slap on the wrist and Urban Express Transportation will not do (nor did they do) anything to help or care that their office personnel stole my identity. DO NOT RENT FROM THEM!!! read more

I have used this company in the past for transportation to get my vaccination shots. The drivers were professional and did a great job. I had out-patient cancer related surgery scheduled for April 15, 2021, and needed an escort because I would be under an anesthetic. The escort was to drive me there, stay for the procedure, and then drive me home. I am on oxygen and have had several mini strokes which limit the use of my right leg. I am 72 years old. The driver the company sent to pick me up was the most ignorant, unprofessional cow I have ever met. She was late in arriving so I called to find out where she was. I was told she needed gas and was on her way. I asked if she was aware that she would be escorting me for about 6 hours and was assured she was briefed on everything. I live on a one way street. She arrived going the wrong way on the street. She blew the horn and I hobbled out the door with my cane, portable oxygen compressor and the necessary papers. She offered no assistance. When I got to the van, I had to knock on the door to get her to unlock and open it. I struggled by myself to get myself and my equipment into the van. Once in the van, I received no greeting or acknowledgement. The cow was just looking out the front windshield and having a telephone conversation with a friend. She was using headphones and was completely oblivious to what I was going through. She looked like she just rolled out of bed and threw on jeans and an old hoodie. As she drove off, I asked her if she knew what building at OSU we were going to. She didn't hear me due to the headphones and just continued with her conversation. I repeated myself in a louder voice. She pulled the earbud out of her ear and turned to me and snapped, "Yes I know where I'm taking you!" and put her earbud back in and continued her conversation. I live a little over a mile from The James Cancer Center at OSU so it was a quick ride. Driving around OSU can be a bad experience if you aren't familiar with the traffic patterns. Once you turn to get onto 10th Ave., you have to stay in the left hand lane. The car in front of us was in the wrong lane and put his turn signal on the switch into our lane. He was about 2 car lengths in front of us. Up until now, the cow had been driving at a slow speed. As soon as that car ahead of us put on his turn signal, she purposely sped up to prevent him from getting into our lane. That just shows you what kind of person she is. She pulled in front of the James Cancer Center to drop me off. I asked her if she knew what to do next. She told me she had to go park the van and would catch up to me. She offered no assistance getting out of the van. There were some OSU personnel looking out the doors and they came out with a wheelchair to assist me. Fortunately, the cow never came back. I'm glad she didn't because I would have been embarrassed to be seen with her. It was decided that I would spend the night since I did not have a reliable escort back. I don't usually make derogatory comments about women and call them cows, but that's as good a word as any to describe the person who picked me up. She is definitely in the wrong type of work, but then again, I can't imagine what type of work she would be suited for. I called the agency and the organization that set me up with this company to give the full details of my experience. I will NEVER use this company again. Karma will take care of the cow. read more

This is the worse handicap accessible transportation company that I have ever dealt with in my life. Their customer service is absolutely horrible. They are rude and very unprofessional. THEY SUCK!!!! read more

I routinely have used Urban Express Charter for executive group transportation for our company functions and events near our corporate main national office in Dublin Ohio. The service has always been outstanding and very professional, drivers are very knowledgeable and have very good advice as guides to finer dining restaurants who can accommodate large groups as well a extremely good and usually arrive ahead of schedule and have us where we need to be ahead of schedule also even in adverse condition's, no one has ever missed a flight or meeting. We generally book mini-coach buses and use executive sedan car service. If having to coordinate large corporate events and seminars etc. I highly recommend using Urban Express , their service is excellent and very accommodating and flexibility upon demand as need requires ( last minute flight changes etc. ) read more

If you care about your property DONT use this company. My son's cell phone fell into a vent on one of their charter buses during a school trip. He couldn't get it out. The bus company told the school that it would extract the phone and return it to him. A bus co. representative told my husband (we live in Cincinnati) that it had retrieved the phone and would mail it to us. Two weeks later, still no phone. I happened to be in Columbus today for a seminar. Telephone arrangements were made with a bus company rep, "Diane", that the phone would be ready for me to pick up in person today. When I appeared at Urban Express, first I was told that "Ken" the sales manager had taken the phone and wouldn't be back until next Tuesday. Could they mail it to us then? I said we'd been waiting for the phone in the mail for two weeks. Then the "manager" (Mike F.) said the phone was misplaced in the office, but he didn't know where it was at the moment. They can't even get their lies straight! "Diane" never came out to speak to me. At this point we are definitely telling our school to NEVER use this charter co. again. They are LIARS at minimum, and probably THIEVES as well. A company rep from NY attempted to get "Diane" on the phone to get to the bottom of the situation, but she was "in a meeting" and refused to address the situation created by Urban Express' shady practices! I also left a voice mail for "Ken" who allegedly has the phone; of course, no return call. Totally unprofessional, if not criminal. DO NOT USE!!! read more

If I could give Urban Express 0 stars I would. My fiance and I were looking for a shuttle service for our wedding. Initially, they were quick to respond and gave us a quote of $490 for the shuttle we were looking for. At that point, my fiance forwarded me the email with the quote and I replied asking if there were any discounts available to that price. I did not get any answer at all. My fiance emailed and called the gentleman 4-5 times and never once got a response back over a 2 week period. She eventually called the office and spoke with a woman who said she would have the guy finally call back... he never did. She called again, spoke with another woman who was apparently very nice and helpful and finally got the guy to reach back out. When he finally responded after weeks of no communication at all, he told us the price was going up to $900! Basically doubled the price 3 weeks before our wedding!!! Needless to say, we were pretty upset, and responded back saying that it was extremely unprofessional the way they were handling this and that they should honor the initial quote of $490. They then proceeded to say that our venue was a 2.5 hour drive back and forth from the hotel and it would be over 300 miles throughout the day. Our venue is 13 miles from the hotel and a 20 minute drive. I did a little math to show them that even with more trips than they needed to make, we were going to be under 200 miles for the entire day and that the back and forth trip would only take 40 minutes total. The owner of the company finally called my fiance and at first apologized for the miscommunication and said he would honor the $490 but would have to add 4 hours to the total price because we live outside of Columbus.. we live in New Albany, which falls under Columbus/Franklin county. He said that with the discount he could give us the shuttle for $892... WOW!! AN $8 DISCOUNT!!! AMAZING!!!!! She then told him that was a little ridiculous and that she was going to write a review on The Knot and The Wedding Wire so that other brides did not run into the same situation as she did and he proceeded to yell at her and tell her that she couldn't do that because it was slander and she was trying to trap him just to write a bad review... this is just silly. Luckily, we found another company that is run by people who know how to handle business and not try to screw us over. I hope that no one ever has to deal with this company and chooses to use another service in the area as they are extremely unprofessional and just trying to screw you over at the last second and make you pay more than what you first agree to. read more

School trip with band to St Louis in October requiring several busses. One of them had constant problems that should have been corrected before ever dispatching the bus from the garage. Handicap door kept coming ajar and setting off an alarm, finally was "fixed" with duct tape at a rest stop. The fuel apparently had water in it and would have been fixed with a simple pre-check and observation of the filter. This caused the bus to lose speed and we found ourselves on the freeway going less than 20 MPH with white smoke pouring from the back of the bus. The drivers were all kind and easy to work with, almost like family with their helpfulness toward each other's problems. They seemed to talk on their cell phones with headsets almost constantly. One parent said she had to inform the driver on her bus that the vehicles in front were stopping. The sudden lane change to avoid hitting them cause them to run a car off the road. My child was in the front of our bus and told us a few days after the trip (because she didn't want the driver to get in trouble and stop the trip) that the driver was using her phone for Facebook most of the way to our destination. The kids were scared and spent the trip calling and texting their parents, which caused a lot of strife that could have been avoided had we been using a bus ready to be sent on a long distance trip. read more

Very bad service. They were rude on the phone, late to our event and the limousine showed up extremely dirty. Tried to get a partial refund and they weren't having any part of the discussion and we were nice about it. Will never use this subpar transport company ever again. Stay far away. read more

We reserved one of their trolleys for my sister's wedding. There are only two companies in Columbus that offer trolley rentals. Since the other company was already booked, we went with Urban Express. What a disaster. After booking more than 8 months before the wedding, they cancelled only 4 days before it -- via email (not even a phone call)! Finding transportation for a bridal party during June in Columbus is next to impossible. The way they handled the situation was incredibly frustrating and disappointing. Their customer service was rude, condescending, and completely unprofessional. At one point, I was even laughed at. That left me speechless. Two days before the wedding they even called to say they had the trolley for us, only to call back a few minutes later and say nevermind, they didn't. Really an unbelievably miserable experience with them. I have never had such poor customer service in my life. We booked with another company who was wonderful and had no issues with them. I will never use Urban Express again, and I would recommend looking elsewhere for your transportation needs!!! If I could have given no stars, I would have. read more