Consumer Complaints Piling Up Against Connecticut Transportation Service, BBB Says

CONNECTICUT — Complaints to the Better Business Bureau have been mounting this summer against a Coventry-based transportation company that is accused of taking prepaid reservations for trips to airports and other locations and not showing up.

The BBB Serving Connecticut issued a warning this week regarding the company.

According to a news release, the Better Business Bureau Serving Connecticut received a Scam Tracker report regarding transportation services provided by Mitch Kloter, doing business as Eastern Transportation and Rentals out of Coventry.

The consumer said that, after seeing an advertisement for the company on a social media forum, Kloter was contacted about an airport trip and an initial payment of $425 was submitted, according to the BBB.

Despite accepting the pre-payment, a ride failed to show on the day of service, forcing the consumer to pay additional funds to a different transportation company, according to the complaint. For the return trip, Eastern Transportation sent a different driver, who charged the consumer an additional $224 as the driver claimed he had not been paid by Kloter, according to the complaint.

Things then began snowballing, according to the BBB.

The organization told Patch that, during July and August, it received an additional 10 reports about Eastern Transportation and Rentals that also reported Kloter failing to show up for contracted transportation services or sending third-party drivers in his place who required additional funds, despite having prepaid Kloter through a peer-to-peer app.

Requested refunds were promised by Kloter but were not provided and, as of this week, consumers have continued to file similar Scam Tracker reports, according to the BBB.

The BBB said, "Despite Kloter’s claims that Eastern Transportation and Rentals is licensed with the State of Connecticut, as of September 5th 2025, the CT Department of Transportation's Licensing and Compliance Unit has indicated that Eastern Transportation and Rentals does not have any permits or licenses on file, nor do they have an active business registration with the CT Secretary of the State. The CT DOT additionally reports that it has multiple pending complaints involving Eastern Transportation and Rentals and advises consumers to request a copy of the livery permit and proof of insurance prior to booking and providing payment for a ride with a livery."

Towns included in the complaints are Niantic, Ellington, Newington, South Windsor, Enfield and Glastonbury.

Here are some examples cited by the BBB:

"On 7/9 my husband & I were scheduled to be picked up at Logan airport by Mitch & at the last min he sent someone else. This drive(r) was not covered & I had to pay an additional $300 to this driver. While in the car I spoke with Mitch who assured me he would reimburse me the $440. Again, to date he has not reimbursed me & I don’t believe he has any intention of doing so. I have repeatedly sent texts & either do not get an answer or I get some half hearted excuse ie “processing issues” which I now believe to be a scam. Please do not use Mitch Kloter. He is not to be trusted & will scam you,” reported a Newington woman.

"A few hours before I needed to leave with my family of 6 to Boston Logan airport, he contacted me and said he didn't have a van to bring us and so I paid for an Uber $$149.53 to bring us on top of that $425. On the way home same thing no response for a ride home. A different driver came to get us through Mitch and the next day the transportation company sent me an invoice for $224.13 because he was not paid either. He still has his ads on the forums...” one Enfield woman reported to BBB’s Scam Tracker.

“Mitch was hired for transportation services to the airport. He called me over the phone and was very professional. He even called me the morning of the services to let me know someone was on the way. When I called the driver, he was going to he delayed an hour after pickup time. When dealing with flights, this was not something we were going to risk. He scammed me $825,” a Niantic woman wrote in her Scam Tracker report.

BBB Serving CT reached out to Kloter via email, according to the news release. At first, he did not respond, but, on Monday, Kloter called BBB Serving CT and stated that he was, "actively trying to make right on this," while paying back all but four or five clients.

BBB Serving CT immediately reached out to the consumers who filed Scam Tracker reports against Eastern Transportation, and "a majority stated they had not received a refund nor any recent communication from Kloter," according to the news release.

The BBB added, "Three consumers stated they received a partial refund in July and August, with the promise that the rest of their money would be returned. However, they reported to BBB that they had not received any recent communication nor their full refund from Kloter."

A call from Patch to Eastern Transportation and Rentals via a number listed in a BBB business profile was unsuccessful.