Advanced Shuttle

To Revdex.com, Thank you for notifying us on this matterI spoke with the dispatcher that was answering phones on the day that Ms [redacted] phoned in to cancel her reservation, according to my dispatcher it was actually Ms [redacted] that was being rude, We have a 4hr cancellation policy that is clearly stated on our website where she placed her reservationMs [redacted] phoned in on the day of her reservation 11/27/at approximately 1:45pm, she was supposed to be arriving in to San Diego Airport at 3:49pm, my dispatcher asked if she was delayed or changing the date that we would hold the reservation and she would be picked up, she stated that she just wanted to cancel the reservation, thats when dispatch mentioned our policy, and at that time is when Ms [redacted] became angry and stated that, she owns a business and that is not the way to run a business and hung up the phoneI have copied and pasted our policy below for your review Cancellation Policy At Advanced Shuttle we understand that your travel plans may changeOur cancellation policy is as follows: You will receive a full refund if your reservation is cancelled within hours of the scheduled pick up timeRefunds are normally credited within 3-business daysRefunds will be credited to the same account the reservation was made from In the event of a no show or less than a hour cancellation, Advanced Shuttle cannot refund your reservation paymentIf you have any questions or concerns regarding our cancellation policy, please call us at the above phone number PLEASE CALL US AT (619) 466-TO CANCEL YOUR RESERVATION Respectfully, [redacted] 619-873-

I have used them three times now and each time they were late by at least 20 minutes. The most recent time we used them, this week, the driver showed up late again and almost caused my Mom to miss her flight because she got all turned around and ended up going on base at Camp Pendleton. I called and talked to the Manager [redacted], all she did was apologize and say people make mistakes. I am sorry but when your job is to provide a ride to the airport you should ensure your drivers know how to get there. This isn't rocket science. I explained to [redacted] that we are very dissatisfied and asked for compensation or a voucher to use in the future for the stress and inconvenience their company caused, and she said "absolutely not".

To Revdex.com, Thank you for notifying us on this matter. I spoke with the dispatcher that was answering phones on the day that Ms. [redacted] phoned in to cancel her reservation, according to my dispatcher it was actually Ms. [redacted] that was being rude, We have a 4hr cancellation policy...

that is clearly stated on our website where she placed her reservation. Ms [redacted] phoned in on the day of her reservation 11/27/2014 at approximately 1:45pm, she was supposed to be arriving in to San Diego Airport at 3:49pm, my dispatcher asked if she was delayed or changing the date that we would hold the reservation and she would be picked up, she stated that she just wanted to cancel the reservation, thats when dispatch mentioned our policy, and at that time is when Ms. [redacted] became angry and stated that, she owns a business and that is not the way to run a business and hung up the phone. I have copied and pasted our policy below for your review.                                    �...⇄ Cancellation Policy
At Advanced Shuttle we understand that your travel plans may change. Our cancellation policy is as follows:
You will receive a full refund if your reservation is cancelled
within 4 hours of the scheduled pick up time. Refunds are normally
credited within 3-5 business days. Refunds will be credited to the same
account the reservation was made from.
In the event of a no show or less than a 4 hour cancellation,
Advanced Shuttle cannot refund your reservation payment. If you have any
questions or concerns regarding our cancellation policy, please call us
at the above phone number.
PLEASE CALL US AT (619) 466-6885 TO CANCEL YOUR RESERVATION.
      Respectfully,
 [redacted]
      619-873-6529

I have used them three times now and each time they were late by at least 20 minutes. The most recent time we used them, this week, the driver showed up late again and almost caused my Mom to miss her flight because she got all turned around and ended up going on base at Camp Pendleton. I called and talked to the Manager [redacted], all she did was apologize and say people make mistakes. I am sorry but when your job is to provide a ride to the airport you should ensure your drivers know how to get there. This isn't rocket science. I explained to [redacted] that we are very dissatisfied and asked for compensation or a voucher to use in the future for the stress and inconvenience their company caused, and she said "absolutely not".

Review: Extremely rude Customer Service employee on the phone. I called to cancel my reservation and she informed me that

I was no longer in the 6 hour time window to cancel the reservation and not be charged.

I asked, if an exception could be made. The person proceeded to tell me that they run a business, the rules are the rules and that with an attitude like mine, they did not want my business.

It's my humble opinion that with a Customer Service employee who will answer potential customers this way, you might want to consider if this is the type of employees you want representing you. This type of service will eventually hurt your business.Desired Settlement: refund to my credit card and confirmation that better Customer Service will be provided to other customers when they call over the telephone.

Business

Response:

To Revdex.com, Thank you for notifying us on this matter. I spoke with the dispatcher that was answering phones on the day that Ms. [redacted] phoned in to cancel her reservation, according to my dispatcher it was actually Ms. [redacted] that was being rude, We have a 4hr cancellation policy that is clearly stated on our website where she placed her reservation. Ms [redacted] phoned in on the day of her reservation 11/27/2014 at approximately 1:45pm, she was supposed to be arriving in to San Diego Airport at 3:49pm, my dispatcher asked if she was delayed or changing the date that we would hold the reservation and she would be picked up, she stated that she just wanted to cancel the reservation, thats when dispatch mentioned our policy, and at that time is when Ms. [redacted] became angry and stated that, she owns a business and that is not the way to run a business and hung up the phone. I have copied and pasted our policy below for your review. Cancellation Policy

At Advanced Shuttle we understand that your travel plans may change. Our cancellation policy is as follows:

You will receive a full refund if your reservation is cancelled

within 4 hours of the scheduled pick up time. Refunds are normally

credited within 3-5 business days. Refunds will be credited to the same

account the reservation was made from.

In the event of a no show or less than a 4 hour cancellation,

Advanced Shuttle cannot refund your reservation payment. If you have any

questions or concerns regarding our cancellation policy, please call us

at the above phone number.

PLEASE CALL US AT (619) 466-6885 TO CANCEL YOUR RESERVATION. Respectfully, [redacted] 619-873-6529