Shuttlefare.com LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The driver waited at the airport for the guest and the guest did not call the driver Also the phone number provided for the customer was 'not in service' however the driver made the trip and waited for the customer and did their job That is why no refund was provided as we have to pay for the drivers time

Dear Ms [redacted] ,I do apologize for the inconvenience that this has caused youAccording to our records, the SuperShuttle confirmation number [redacted] was cancelled by SuperShuttle Agent [redacted] on 12/25/at 2:18AMFor some reason this agent's message to the driver failed to reach him in time which would explain why he showed up at your pick up location after the factThis same agent that you spoke with failed to cancel your Janauary 3rd return as per your request since it still shows as "Active" in our systemI have filed a claim for refund on your behalf with SuperShuttleAs per their policy, all SuperShuttle refund claims must be handled with them directlyOnce the refund claim is filed, you will be emailed a digit case number in referencePlease note that SuperShuttle Customer Advocacy Department answers all requests in the order receivedIf you would like to speak with The SuperShuttle Customer Advocacy Deaprtment directly, they can be reached at ###-###-#### and to please use your SuperShuttle confirmation number [redacted] and [redacted] as reference

i'm contacting the driver/company one more time to provide GPS of the car at the time of the pickup reservation If they cannot provide this to us, we will refund you in full and do apologize for any inconvenience We are completely going off what the driver/company has reported to us that evening Our dispatch is closed at 11PM EST

The refund was processed yesterday, see our system generated refund 01/06/08:17AM: REFUND, $SUCCESS01/06/08:18AM: REFUND, $SUCCESSIf this satisfies your complaint please close the Revdex.com complaint

Complaint: ***
I am rejecting this response because:
I was called one hour before scheduled pick up with girls en route to *** and told not that the van broke down but that there was no driverI asked at the time if they could find another driver and was told no there was nothing that could be doneI asked to be called back by the manager and never received a call backAt that point I asked a friend who was at the airport to see if she could find alternate transport for the stranded girls which she was able to doStill no call back from the managerThen I called the main office of shuttlefare to notify them of what happened They told me there was a communication problem with the company supplying the transport and would work on alternate transport at which time(hours later) I had already found alternate transport. At the time the original transport was canceled by shuttlefare no offer was made to solve the problem until I made several calls and got upsetThe answer from shuttle fare is inaccurate and disingenuousThey did refund the prepaid fare, paid months in advance.
Sincerely,
*** ***

We arranged for vehicles SUVs to accommodate you after the Van was not available but you said you had someone else who could take you. Although it would have been a little wait, we still would have accommodated but you declined. We apologize for the van not being available but that was
out of our control, it was broken down. But we made ever effort to accommodate you and kept you informed the entire time

We apologize for the inconvenience. Our credit card processor, not us, when we initiated refunds actually charged customers, but since then have refunded the full amount. We again apologize but this was out of our control

I apologize for the lack of response, yes you selected from our menu SuperShuttle, but you were booked with another vendor *** *** However, you were already refunded as of 12/ A Customer Service Manager will be calling you by phone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meTrust that they will revert back at the earliest
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe full $refund has been received in my account
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We contacted all the # that were provided to us but did not get a responseThe driver did not turn up nor was any attempt made to contact us
Sincerely,
*** ***

We apologize for this confusion. It was clearly downgraded to an Ecoonomy car and the refund processed. I have sent the receipt for that refund processed on the 4th of this month.  It is unclear why it was downgraded.  Now, the fact that the car smelt like smoke.  We have to address...

that with the owner of the vehicle and we greatly apologize for that.  We do our best to work with professional drivers who maintain clean vehicles.  If there is anything else I can help with please contact me.

We have sent in a request on your behalf with [redacted], with whom you booked on our website.  [redacted] is the merchant of record and they would be the ones refunding you, however, as I stated, our request into them has not yet been answered.  As soon as it does, we will reach out...

to you.

The driver waited at the airport for the guest and the guest did not call the driver.  Also the phone number provided for the customer was 'not in service'  however the driver made the trip and waited for the customer and did their job.  That is why no refund was provided as we have...

to pay for the drivers time.

i'm contacting the driver/company one more time to provide GPS of the car at the time of the pickup reservation.  If they cannot provide this to us, we will refund you in full and do apologize for any inconvenience.  We are completely going off what the driver/company has reported to us that evening.  Our dispatch is closed at 11PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Ms. [redacted],I do apologize for the inconvenience that this has caused you. According to our records, the SuperShuttle confirmation number [redacted] was cancelled by SuperShuttle Agent [redacted] on 12/25/2016 at 2:18AM. For some reason this agent's message to the driver failed to reach him in...

time which would explain why he showed up at your pick up location after the fact. This same agent that you spoke with failed to cancel your Janauary 3rd return as per your request since it still shows as "Active" in our system. I have filed a claim for refund on your behalf with SuperShuttle. As per their policy, all SuperShuttle refund claims must be handled with them directly. Once the refund claim is filed, you will be emailed a 6 digit case number in reference. Please note that SuperShuttle Customer Advocacy Department answers all requests in the order received. If you would like to speak with The SuperShuttle Customer Advocacy Deaprtment directly, they can be reached at ###-###-#### and to please use your SuperShuttle confirmation number [redacted] and [redacted] as reference.

I am rejecting this response...

because:
Hi,  I am still waiting for the refund of $255. Last Dec. 29, I checked my credit card and they refunded me but today , Jan .5,2016, the refund was not there and I was told by the banker that I was jot refunded yet. I tried to call their phone numbers and sent an email to them but no reply and the other phone that is showing in their website is not a legitimate phone.Thank you  again for your help.   [redacted]
Sincerely,
[redacted]