• Report:  #1526781

Complaint Review: Brightline - Miami Florida

Reported By:
Bruce E - Hollywood, Florida, United States

Brightline Trains LLC | 161 NW 6th St #900 Miami, FL 33136 Miami, 33136 Florida, United States
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With two tickets to a Skybox (with the accompanying food and beverages) in hand, I decided to avoid the traffic and try the Brightline for my first time to get me to the ballgame.  I was very excited and told everyone about my decision to use Brightline.  I purchased my RESERVATION on 5/11/2023 to depart the Aventura Station at around 5:30 PM.  This would get me to the Miami station shortly before 6:00. I'd catch the shuttle to the ballpark in time for the first pitch.


Everything was set.  I'd get home from work and leave by 4:30 for an approximately 25-minute trip to the station.  This would allow for plenty of stress-free time to park, check out the new station and enjoy the experience.


When I arrived home, I only had a few minutes to change and leave by 4:30.  I noticed an email from Brightline.  I assumed it was an acknowledgement of the addition of the parking that I purchased.


I was wrong.


It was a notice from Brightline that they had unilaterally decided to change my departure time from 5:30 to 4:30. My RESERVED departure time.  By the way, what is the purpose of a RESERVATION?  Why even bother?


There was no way for me to make a 25-minute trip in negative ten minutes.


You ruined my only (you can count on it) trip on the Brightline (you are unreliable and cannot be trusted if you do not understand the basic concept of the RESERVATION), not counting the fact that I have two worthless tickets to a Skybox.  


I contacted Brightline immediately.  I was told they would refund my money and she even contacted a superisor to make sure my refund was processed quickly.  Three weeks later I had received nothing.


I contacted Brightline again.  They took the report again and promised a refund.  After another ten days, I contacted Brightline again.  I was told they would now issue me a credit,.  Since my experience with Brightline has uniformly been poor, therE is no way I would trust them to do a competent job at anything, so a credit was worthless.


I pressed for my promised refund.  They made me jump thoguh some additional hoops, including a copy of my bank statement, but did tell me they would get me a speedy refund.  That was two weeks ago and Brightline is no longer responding.


I have spent hours on the phone and filling out forms for a company to simply make up for its mistake.  Don't make the same mistake I made...DON'T USE BRIGHTLINE!!!

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