Roadrunner Shuttle

Review: We booked the shuttle from Santa Barbara to LAX International on May 18th 2014. We were told that pick up would be at 6pm for arrival at LAX at 7:45pm. At 7pm we were still in Santa Barbara with the driver struggling to find the other pick up locations. When we expressed our concern to the driver regarding making our scheduled arrival time, he was unconcerned.We eventually arrived at LAX at 9:05pm (1 hour 20 mins LATE!!), causing us to almost miss our 15 hour flight back to Australia. We formally requested a refund however several phone calls and emails later we are still waiting.Desired Settlement: All we are asking for is a refund. Our contract with the company was to arrive at LAX at 7:45. I could understand maybe 10-15 mins late but not 1 hour and 20 mins.

Business

Response:

Thank you for the information regarding your travel concern. We have issued a full refund to your account which will be processed by your card company. We apologize for the inconvenience you have experienced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10083077, and find that this resolution is satisfactory to me.

Review: Arranged for my pick-up in Ojai on Thursday, June 11, for an LAX flight. A couple days previous to that date, I received an email that said the following: "We still guarantee to get you to the airport by your requested arrival time."My requested LAX arrival time was 1:15 pm, for a 2:45 pm flight. Plenty of time to check in, get to my gate and relax awhile before the flight began to board.I was then notified by automated message that the driver would arrive at my door in Ojai at 11:15 am. Thursday morning, after we loaded up, however, the driver told me we were headed to Santa Paula next. This led me to be concerned, because no matter what route you take, Santa Paula is not in the direct route to LAX and seemed like an out of the way direction for a second stop. It would have made more sense to start in SP, then come through the mountains to Ojai, then hit the freeway to head for the airport.When it was clear that we were losing time, I said to the driver that the email guaranteed I'd get to the airport by 1:15 pm, and he looked at me as if I were crazy. He asked what time my flight was, I told him 2:45 and he waved a hand dismissively saying even if I got there at 2 pm, I'd still be okay.I wasn't okay. As feared, the driver didn't get me to my terminal until a little after 2 pm, over forty-five minutes past the guaranteed time. I literally had to run to the baggage area (worsening an injury I'd been nursing), shout for the baggage check to let me jump ahead of the line, go through security, and got to the gate shortly before it closed. I barely made my flight.I contacted Dominick of Roadrunner via email about their failure and requested a refund. He wrote "You are correct, we do guarantee to get you to the airport by your requested arrival time and we failed to do that. However, it is not a money-back guarantee or anything along the lines of a full reimbursement." He subtracted $28 from the $114 fee.I asked for CEO's name and contacted him via the email provided. I got no response.Desired Settlement: Since Roadrunner failed to live up to their promise and guarantee, I want a full refund. Not a token amount that barely covers the mandatory tip.

Business

Response:

Thank you for contacting us regarding the issue at hand. A refund has been issued on 09.04.15 to complete the full fare credit to the client.

Review: I had contacted RoadRunner Shuttle service to pick up a relative from her home and take her to the SFO airport. I received a confirmation email from the company confirming they received the pickup information and confirmed pricing. The problem occurred when no one came to pick-up my relative. As a result, my relative had to scramble to find a taxi to come and pick her up to get her to her flight. We ended up paying $50 more for a last minute cab vs. the rate that was originally quoted. Luckily my relative made their flight.The next morning I called RoadRunner Shuttle Service to complain about the incident and asked for a refund considering no services were rendered. However, despite this fact, RoadRunner still charged my credit card for the service.I spoke to Noel on 12/28/13 and she said the incident would be investigated and I would receive a call back no later than 72 hours. I waited for the call back and never received one so I called back again on 1/4, 1/6, 1/9 and then again today on 1/13. Each time I am told a supervisor is looking into this and I will receive a call back within 24 hours! I am beyond upset at the lack of service and professionalism from this business. I travel often for work and have never had such bad service from a transportation company. At this point I just want my refund so I can move on and never have to speak to this company again.Desired Settlement: I want a full refund for the charge AS NO SERVICES WERE RENDERED. I also want this business to be rated appropriately on the Revdex.com site as a result of this dispute. I am a VP of Marketing for a Revdex.com Accredited business called xAd Inc. and hope the Revdex.com will take the appropriate action against this company.

Business

Response:

Credit in full initiated on 1/10/14 to client.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9874534, and find that this resolution is satisfactory to me.

Regards,

Review: I reserved Roadrunner to drop off/pick up from LAX. Roadrunner picked up my family & I (5 adults, 2 kids) from our home to LAX. The driver was on time & pleasant. No complaints there. Well its another story trying to get picked up at LAX. After a 6 hour flight I expected my ride that I reserved & paid for to take us home. The van showed up & refused to take us home because I didn't have booster seats for my 2 kids. We were stranded w/ no ride home at 11:00 pm. Let me remind you that Roadrunner picked us up w/ no booster seats & it wasn't a problem. The driver said I would get a refund since services were not rendered. I then started to call around for any other service to get us home. I paid another service last minute to get us home (they didn't ask for booster seats). I called roadrunner to request a refund. Dominick w/ Roadrunner called me back the next day saying I will not get a refund cause it is within the 8 hour cancellation period & I didn't provide booster seats. They kept my money & I still had to pay the other service that took us home. Even though they picked me up that way with no booster seats & the driver said I would get a refund I got nothing! I feel that they picked me up without booster seats from my home so they should do the same coming back from the airport. Also their employee, the driver verbally stated to me I would be reimbursed.Desired Settlement: I would like half of my full payment refunded. Total of $195.20.

Business

Response:

A REFUND OF $195.20 WAS ISSUED TO THE CLIENT ON 11.27.15 as a courtesy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10960790, and find that this resolution is satisfactory to me.

Regards,

R[redacted]