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Prime Time Shuttle Reviews (21)

This company attempted to SCAM money out of my when I did not even use their service!! BE WARNED: They charge a $cancellation charge for cancellations, even if it is THEIR fault This may not seem like much, but why should people pay them for absolutely nothing? Also, note that they operate under many company names (with this same policy), but it is all under the umbrella of "Prime Time Shuttle." Here is my story Late on the night before my flight, I was busy packing and realized I didn't have a ride to LAXI booked their shuttle to pick me up, so that I'd be at the airport two hours ahead of time It was an early morning flightAbout a half hour later, I get a call from them saying that they couldn't pick me up at that time after all, and that they could collect me hours earlier so that I would arrive at LAX approximately hours early (for my domestic flight)I was not happy, obviously, as that was a long time to sit at LAX and it would also mean I wouldn't be able to sleep at all that night I did not want this However, I told them I would try to find another ride before I cancelled I went online and located what I thought was another shuttle company and booked/paid them as well Although that company had a DIFFERENT NAME, they were actually owned and operated by the same PRIME TIME SHUTTLESo they did the EXACT same thing....they called me saying that they could not come for me during the time frame listed on the online form and that they could only come much earlier..hours eariler So I decided to just take Uber to LAX and can cancelled both reservations (which is when I learned that they were actually the same company)They informed me it would take a few days for me to see the two credits on my credit card After my trip, I checked my statement and saw that they did not refund me the full amounts that I had paid them! I called them and they said there had been a $"cancellation" fee I informed them it wasn't ME who cancelled but it was them who could not pick me up within the time perimeters stated on the online booking formShe then informed me something about how the times are subject to CHANGE WITHOUT NOTICE and that they are NOT LIABLE, etcSo therefore, they would charge the customer a $cancellation fee...for ABSOLUTELY NOTHING!!! So, I called my credit card company immediately to dispute this and they immediately gave me a permanent credit for the total of $(even they thought it was unscrupulous practice) THIS COMPANY IS A SCAM AND MORE THAN DOUBLE WHAT UBER CHARGES!!! I was able to give my Uber driver a nice tip and it was still much cheaper than this unscrupulous company!! I imagine they do this a lot...charge people who don't use their service (when its THEIR fault) this $fee for absolutely nothingThis adds up quickly and they make quite a fortune for doing no work!!

DO NOT, UNDER ANY CIRCUMSTANCES, USE PRIME TIME SHUTTLE OR IT'S SISTER COMPANY, SHUTTLE2LAX (they're the same company)!! Customer service is non-existent! And don't be fooled by the company's response to each bad review that they're sorry and will look into the complaint and/or refund your money THEY DON'T AND THEY WON'T!! For 1/yrs, I've been commuting from Nor Cal to So Cal (Woodland Hills) for work I found Shuttle2LAX via Google and because it's only $each way, I used them every Monday morning from LAX to my office and, again, Wednesday nights from Woodland Hills to LAX Monday mornings were a nightmare! Reserved and paid for well in advance, I still waited between 30-min After yrs, I changed to Super Shuttle on Monday's, still using Shuttle2LAX/Prime Time on Wednesday's, again, because it's only $ Every Wednesday, it's the same thing the time changes either (way) earlier than I need or later I get it, it's a shared ride WEDNESDAY, JULY 15, W

Roman We have review this complaintWe apologize for the lack of service and the frustration the passenger experienced with our companyThe situation that transpired falls way short of our standardsIn fact, it is completely the opposite of the quality customer experience we strive for, and meet, every day for thousands of our customersOur records indicate that a refund was issued on 10/3/in the amount of $to the credit card used in booking the trip We would also like to reimburse the difference of the cost of the taxi used by the passenger to get homeThis way the passenger will not have paid any more than what she had expected to pay for her transportationWe do require a receipt in order to process that checkA scanned copy can be emailed to out customer service email at [email protected] In the email please provide an address where we can send the check, if different than on the reservationAgain, we apologize for the poor experience / [redacted] Style Definitions */

Revdex.com: I have received correspondence from the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I confirm the business has refunded my money and consider this complaint resolved Regards, [redacted]

DO NOT USE PRIME TIME SHUTTLE I reserved a pick up from LAX to Tustin Their online reservation system indicated I would be pick up at 10:a.m and arrive at my destination at 12:p.m I was pick up on time because they have so many vans looping LAX empty or half full I was routed with a family of for Norwalk A passenger for Fullerton, one for Anaheim Hills, and another passenger for South Orange Country They routed my trip from LA and Orange county border to Orange and Riverside County border and South section of Orange County Their routing manager probably does not know Southern California Geography I was in the van for over hours There was no traffic Driver dropped off three passengers in Norwalk, then he took the streets to Fullerton, no traffic He then took the streets again to North Anaheim, no traffic I called their office from inside the van I told them that I was in the van for over hours and I was not yet at my destination The customer servi

NEVER, EVER USE THIS COMPANY!
If there was a lower rating I'd choose it! We have been using this company for more than years and if I had my way we would have stopped after our first tripThey consistently changed reservations without customer approval (i.e.- we were flying out of LAX, live hour plus away and had to check in our dog to cargo so our reservation reflected that time neededPlus, I suffer severe flight anxiety and the extra time helps me prepareHowever, they felt the time was excessive so they pushed it back by and hour and a half and never told us!) That was a terrible experience but last night threw it over the topOur Delta flight arrived a half an hour late so our 10pm pickup should have been altered to about 10:30pmAt 11:45pm we were told that there were no shuttles available and we would be refunded our paymentThat's itStrandedNo attempt to help us find a way home, pick up our pup at Delta cargo, which was also part of our reservationThe 'attendant', if she deserves that title, simply said 'there weren't any shuttles and your money is being refunded' when we stated about already paying for a set reservation she states you didn't pay me you paid the company and leftJust left! Now it's 12amWe have huge bags, passengers, and a pup still waiting at Delta Cargo, and NO WAY HOME! We call the reservation manager, ***, that the attendant so helpfully gave us the number to and were told that they overbooked and the only option they had was to refund our money and there was nothing they can doPeriodEnd of storyAre you kidding me? To top this off they have a slogan printed on the side of every van stating 'On time or you don't pay'When this was pointed out to the manager he stated that it doesn't apply to airport reservations/pickups but only to residentialNowhere on the van does it state that
NEVER, EVER USE THIS COMPANY! Horrible transit, horrible customer service, horrible, horrible, horrible!

Revdex.com:
I have received correspondence from the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I confirm the business has refunded my money and consider this complaint resolved
Regards,
***
***

"Times New Roman"background:white">We have review this complaint
We apologize for the lack of
service and the frustration the passenger experienced with our companyThe situation that transpired falls way
short of our standardsIn fact, it is completely the opposite of the
quality customer experience we strive for, and meet, every day for
thousands of our customers
Our records indicate that a refund was issued on 10/3/in the amount of $to the credit card used in booking the trip
We would also like to reimburse the difference of the cost of the taxi used by the passenger to get homeThis
way the passenger will not have paid any more than what she had
expected to pay for her transportationWe do require a receipt in order to process that checkA scanned copy can be emailed to out customer service email at [email protected]
In the email please provide an address where we can
send the check, if different than on the reservation
Again, we apologize for the poor experience

The driver removed my suitcase from the baggage area placed it at the curb and proceeded back to the driver's seat. I said "aren't you going to bring the suitcase to my door"? He said "no, we're not required to do so". I said well I have never had to ask a driver to do so, and I can't get over that you refused to assist me even after I indicated that I need assistance. Nonetheless, he proceeded to his seat and drove off. This was 1 a.m. in the morning also.
Irreprehensible. I called customer service complaint department, no one answered, I left a voicemail message and no one has called me back.

Roman"background:white">We have review this complaintWe apologize for the lack of
service and the frustration the passenger experienced with our companyThe situation that transpired falls way
short of our standardsIn fact, it is completely the opposite of the
quality customer experience we strive for, and meet, every day for
thousands of our customersOur records indicate that a refund was issued on 10/3/in the amount of $to the credit card used in booking the trip
We would also like to reimburse the difference of the cost of the taxi used by the passenger to get homeThis
way the passenger will not have paid any more than what she had
expected to pay for her transportationWe do require a receipt in order to process that checkA scanned copy can be emailed to out customer service email at [email protected]
In the email please provide an address where we can
send the check, if different than on the reservationAgain, we apologize for the poor experience

This company attempted to SCAM money out of my when I did not even use their service!! BE WARNED: They charge a $4 cancellation charge for cancellations, even if it is THEIR fault. This may not seem like much, but why should people pay them for absolutely nothing? Also, note that they operate under many company names (with this same policy), but it is all under the umbrella of "Prime Time Shuttle." Here is my story...

Late on the night before my flight, I was busy packing and realized I didn't have a ride to LAX. I booked their shuttle to pick me up, so that I'd be at the airport two hours ahead of time. It was an early morning flight. About a half hour later, I get a call from them saying that they couldn't pick me up at that time after all, and that they could collect me hours earlier so that I would arrive at LAX approximately 4 hours early (for my domestic flight). I was not happy, obviously, as that was a long time to sit at LAX and it would also mean I wouldn't be able to sleep at all that night. I did not want this. However, I told them I would try to find another ride before I cancelled. I went online and located what I thought was another shuttle company and booked/paid them as well. Although that company had a DIFFERENT NAME, they were actually owned and operated by the same PRIME TIME SHUTTLE. So they did the EXACT same thing....they called me saying that they could not come for me during the time frame listed on the online form and that they could only come much earlier..hours eariler. So I decided to just take Uber to LAX and can cancelled both reservations (which is when I learned that they were actually the same company). They informed me it would take a few days for me to see the two credits on my credit card.

After my trip, I checked my statement and saw that they did not refund me the full amounts that I had paid them! I called them and they said there had been a $4 "cancellation" fee. I informed them it wasn't ME who cancelled but it was them who could not pick me up within the time perimeters stated on the online booking form. She then informed me something about how the times are subject to CHANGE WITHOUT NOTICE and that they are NOT LIABLE, etc. So therefore, they would charge the customer a $4 cancellation fee...for ABSOLUTELY NOTHING!!!

So, I called my credit card company immediately to dispute this and they immediately gave me a permanent credit for the total of $8.00 (even they thought it was unscrupulous practice). THIS COMPANY IS A SCAM AND MORE THAN DOUBLE WHAT UBER CHARGES!!! I was able to give my Uber driver a nice tip and it was still much cheaper than this unscrupulous company!! I imagine they do this a lot...charge people who don't use their service (when its THEIR fault) this $4 fee for absolutely nothing. This adds up quickly and they make quite a fortune for doing no work!!

Revdex.com:
I have received correspondence from the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I confirm the business has refunded my money and consider this complaint resolved.
Regards,
[redacted]

We would like to again apologize to the customer for the lack of service provided.  We have fully refunded the fare and understand that there are additional cost for self parking.
This reservation was overbooked and Prime Time coordinated with an affilate company to provide...

service for this reservation and unfortunately failed to provide it.
If the receipts can be emailed to us at [email protected] we will be happy to refund the different in the price between that cost and our own.
Please see screenshot of our policy
http://primetimeshuttle.com/JIN[redacted]
Found on:
http://www.primetimeshuttle.com/faqs/customer-service.html
Again we apologize for the inconvenience and want to thank the customer for their understanding.

DO NOT, UNDER ANY CIRCUMSTANCES, USE PRIME TIME SHUTTLE OR IT'S SISTER COMPANY, SHUTTLE2LAX (they're the same company)!! Customer service is non-existent! And don't be fooled by the company's response to each bad review that they're sorry and will look into the complaint and/or refund your money ... THEY DON'T AND THEY WON'T!!

For 2 1/2 yrs, I've been commuting from Nor Cal to So Cal (Woodland Hills) for work. I found Shuttle2LAX via Google and because it's only $20 each way, I used them every Monday morning from LAX to my office and, again, Wednesday nights from Woodland Hills to LAX. Monday mornings were a nightmare! Reserved and paid for well in advance, I still waited between 30-60 min. After 2 yrs, I changed to Super Shuttle on Monday's, still using Shuttle2LAX/Prime Time on Wednesday's, again, because it's only $20. Every Wednesday, it's the same thing .. the time changes either (way) earlier than I need or later. I get it, it's a shared ride.

WEDNESDAY, JULY 15, 2015 W

Review: My mother hired this company to take us to and pick up from the San Diego Airport on 9/10/2015 and 9/24/2015. The ride there was not good as the seat belts in the van for us were broken and on the way there the driver swerved to miss a car, hit the brakes and my mother and sister were slid onto the floor. The driver said NOTHING!!! The 2 weeks we were on vacation my mother had pulled neck muscles from this incident (and still has) and we did not have a very good time. Upon returning home there was no car at the airport to pick us up at 1015 pm, I waited 15 minutes and started calling the number we had......13 times I called and was disconnected. The lady at the desk inside the airport tried 2 times and the same thing happened. So, at 1115 at night, when the airport was closed, we walked 1/4 mile to the taxies and hired one to get us home. Upon telling Prime Time they said without a receipt we could not be reimbursed the $65.00 to get home when they left us standing!!! We were tired from an all day flight, my mother (who is 92) was almost sick, and we were VERY frustrated!!! I called them upon returning home on Monday and talked to a rep. who assured us that my mother would get a refund of the $71. as we were not picked up as promised. MY concern is that my mother is still having the muscle soreness from the accident and they said there was nothing they could do!!Desired Settlement: I want, no demand, a refund of the $65.00 for the taxi as they deserted us AND some kind of monetary compensation for their lack of safety concern for their passengers!! That is not the way to run a business and I feel my mother, whose vacation was ruined by their lack of concern for passengers, needs to be compensated!!!!!

Business

Response:

NEVER, EVER USE THIS COMPANY!

If there was a lower rating I'd choose it! We have been using this company for more than 3 years and if I had my way we would have stopped after our first trip. They consistently changed reservations without customer approval (i.e.- we were flying out of LAX, live 1 hour plus away and had to check in our dog to cargo so our reservation reflected that time needed. Plus, I suffer severe flight anxiety and the extra time helps me prepare. However, they felt the time was excessive so they pushed it back by and hour and a half and never told us!) That was a terrible experience but last night threw it over the top. Our Delta flight arrived a half an hour late so our 10pm pickup should have been altered to about 10:30pm. At 11:45pm we were told that there were no shuttles available and we would be refunded our payment. That's it. Stranded. No attempt to help us find a way home, pick up our pup at Delta cargo, which was also part of our reservation. The 'attendant', if she deserves that title, simply said 'there weren't any shuttles and your money is being refunded' when we stated about already paying for a set reservation she states you didn't pay me you paid the company and left. Just left! Now it's 12am. We have 6 huge bags, 3 passengers, and a pup still waiting at Delta Cargo, and NO WAY HOME! We call the reservation manager, [redacted], that the attendant so helpfully gave us the number to and were told that they overbooked and the only option they had was to refund our money and there was nothing they can do. Period. End of story. Are you kidding me? To top this off they have a slogan printed on the side of every van stating 'On time or you don't pay'. When this was pointed out to the manager he stated that it doesn't apply to airport reservations/pickups but only to residential. Nowhere on the van does it state that.

NEVER, EVER USE THIS COMPANY! Horrible transit, horrible customer service, horrible, horrible, horrible!

Review: Recently we flew into Long Beach. Prime Time Shuttle was reserved to transport us from the Airport to Catalina Express port and back upon our return. When we return to port we contacted Prime Time to pick us up and they instructed us to do. After an hour wait, the driver still had not arrived. I contacted them a couple times as a result of the wait. After waiting for over an hour and a half, the driver still had not arrived and advised he was still 15- 20 minutes out. This was the same time span the driver and told their dispatch when I first called them for pick-up.

As stated, we had been waiting for OVER an hour and a half. As a result of the amount of time we had already spent trying to get picked up and the inconvenience we were caused, Prime Time advised they would refund us our FULL amount of the reservation which was in the amount of $312.52. My wife ended up having to take a Taxi to the Long Beach Airport. This occurred on 9/10/15 under reservation #PT300392.

As of this date, 9/15/15, the refund still has not shown up on my bank account. When I contacted the bank they advised that Prime Time Shuttle had initially applied the refund of the $312.52 as they had promised to do. HOWEVER, the company than cancelled the refund unbeknown to me until I spoke with the bank.

I called Prime Time Shuttle to inquire about my refund they had offered, promised and agreed to give me. The first person I spoke with said they and already issued a refund. However, this was in the from of $103.22 and $59.00. Although is was NOT the amount they said they were going to refund, I contacted my bank again. They researched my account and advised that there were NO PENDING refunds in the system. I called Prime Time back and told them what they bank had said. The lady I was speaking with said they did not agree to refund me the $312.52. I asked her, "Than why does it show on my bank account that your company initially issued me a refund of the $312.52 as they promised?" She hung up on meDesired Settlement: I would like Prime Time Shuttle to refund my account the $312.52 as they had offered, promised, agreed and initially started to do. I would provide you with the persons I spoke with during my MANY phone calls to this company to resolve the matter. HOWEVER, no one would give me their names when asked who I was speaking with. Each time I called Prime Time I called (310) 536-7922 and routed to a Customer Service Rep. During my first couple of calls to the Customer Service Rep. I did ask to speak with a supervisor. Each time I was denied my request. I did try to speak with their account dept with the phone # they provided, (310)536-7922 ext. 7040. However, they disconnected my call everytime I was transferred to this extension.

Review: made a reservation for transportation from the San Diego Airport to hotel. Reservation number [redacted]. When I arrived at airport , no shuttle was present. Spoke with a young man who contacted shuttle by radio and told them we were waiting for them.

I also called the contact number given to me in an email and had to leave a voice mail. After waiting almost an hour with no response, I made other arrangements to get to the hotel.Desired Settlement: I demand a full refund for the lack of service. $16.00

Business

Response:

Review: Res# [redacted] was a shuttle I paid for so that my girlfriend could get to the airport. It was confirmed she would be picked up at 0425 on July 3d, which gave plenty of time to get there. At 1915 on July 2d she received an email stating she had a time change to 0440 in the morning. At 0455 on 3 July she started calling to find out where her ride is and the customer service simply stated they had an internal communication problem and to "just find another means of transportation". This is how you do business with someone after taking their money? So with a boarding time of 0550 she had to drive herself and use the airport parking lot.Desired Settlement: I have made this vacation to see each other and was planned perfectly but now because of this complete failure on "PrimeTime Shuttle" we are incurring $30.00a day X 14 days = $420.00 for parking fees. This business needs to be held responsible. I want them to pay all the parking fees.

Business

Response:

We would like to again apologize to the customer for the lack of service provided. We have fully refunded the fare and understand that there are additional cost for self parking.

This reservation was overbooked and Prime Time coordinated with an affilate company to provide service for this reservation and unfortunately failed to provide it.

If the receipts can be emailed to us at [email protected] we will be happy to refund the different in the price between that cost and our own.

Please see screenshot of our policy

http://primetimeshuttle.com/JIN[redacted]

Found on:

http://www.primetimeshuttle.com/faqs/customer-service.html

Again we apologize for the inconvenience and want to thank the customer for their understanding.

Review: I found this company on line and searched for their services. The web site (http://2theairport.com/ct_airport_transfers.html)stated that they offered van transportation to and from Bradley Internationsl airport. I booked and paid for the service thriugh the web site on 5-16-13. On 5-17-13, a company representative called to say that there had been a computer error and they do not offer the service that I booked and paid for. The lady went on to say that my money would be refunded and that I can reserve car service (at double the cost) if I wanted. When I asked how they could pull a "bait and switch" like that, I was told that it was a computer error and the the error was just made yesterday. I asked the lady to honor the service and price that I paid. Her reply was "we will not do that", we will refund your money.

Product_Or_Service: Transportation to and from the airport.

Desired Settlement: DesiredSettlementID: No settlement requested - for

No settlement needed. I would just like their records to show the poor customer service and bait and switch activity.

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Description: Airport Transportation

Address: 4520 W Imperial Hwy # B, Inglewood, California, United States, 90304-2710

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