Complaint: [redacted] I am rejecting this response because: The shuttle driver acknowledged that I had a bag in front of a witness (who is willing to be a testify) that he would be back in minswith my bag and then he never returned or even called The business tried to brush me off and then even blocked my phone number until I continued to call from a private number They were rude to me, I was told to prove I had a bag when at the time of reserving my shuttle service I had to indicate how many bags I had which clearly indicates they knew right from the beginning that I had one bag Then they tried to say that maybe one of the other riders had my bag and they would call them however after calling them repeatedly I was told that 1) the lady in the front seat beside the driver wasn't returning their calls, 2) the student who was dropped off before me wouldn't return their call, 3) the woman in the seat beside the driver didn't get off where she was staying and they didn't know where to reach her so were unable to find out if she had my bag and it went on and on with excuse after excuse After days of excuses I went to the Sheriff's Office and filed a theft in the second degree report Deputy Sheriff Irons accompanied me to the Speedishutte desk at the airport to question them and decided that this should be a theft report based on the factsThe lady at the desk gave us both the brush off as if she couldn't care less and while we were doing the report she actually closed up and went to lunch without anything being resolved She left me a form to fill out at the Officer's insistence, which I filled out, but the form was actually a vehicle accident report form I filled it out anyway but had to leave it on her desk as she still had not returned The Officer told me just to leave it on the counter which I didAt one point I was told that I had to call the lost and found at the airport not them, I did call but of course it wasn't thereI also have my [redacted] receipt which indicates that I have checked bag I was the first one to the shuttle and my bag was the first bag to be put in the shuttle as I handed it to the driver The was maybe passengers on the shuttle including me The driver passed my street twice before dropping me off last when it wasn't necessaryNobody is who is going to stay for weeks would come without belongingsFrom the complaints that I have read on Speedishuttle I am clearly not the first one to have my bag go missingI strongly believe that I was targeted for this theft and that the driver along with the woman sitting beside him both know where my bag is but are scared to produce the bag now in fear of prosecutionThe business took my money and my business and now when my belongings are gone (stolen) they just want my take the responsibility when I believe what happens on their shuttles is their responsibility and they should be liable for my loss My next step will be to get a lawyer and sue them for my loss They didn't even care that my anti-seizure medication was in my bag Sincerely, [redacted] ***
We have responded and never got a response back from her "Calibri From: Reno T [redacted] Sent: Saturday, July 02, 10:AM [redacted] Subject: Aloha From SpeediShuttle Aloha [redacted] , Thank you for your very informative e-mail regarding your luggage and your very descriptive observationI assure you we are very concerned After interviewing the driver he does not recall receiving your bagWe did follow our protocol which was to check with each passenger and hotel to see if they happened to take an extra bag by mistakeWe also checked with the HNL lost and foundThey do have bags at the lost and found but none that fit the silver description that you describedIf that is not the description we would be happy to check again with them and can let you know We will be more than happy to cooperate with the Sheriff’s department should they produce the video showing the bag being placed on our vehicle May I suggest you make a police report for you loss and itemize your belongings for any personal insurance claims you may want to fileWe will be more than happy to provide a statement for them Let me know if I can be of further assistance Mahalo, Reno T [redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine
From: [redacted] Sent: Sunday, August 23, 7:PMTo: [redacted] Cc: [redacted] Subject: Request for refund Aloha Mr [redacted] , Thank you for your patience in our response For this reason, along with your mentioning that one of our agents stated a refund will be made, I have just cancelled your reservation The refund process takes about seven business days to go back to your [redacted] card I have, however, attached a gps report showing that your designated shuttle was at the pick up address between 11:- 11:35: the [redacted] *** Because of this report I am unable to honor a reimbursement for a taxi when our shuttle was indeed at the pick up location in a timely manner I thank you for your understanding and hope that this does not change your feelings on revisiting the Hawaiian Islands Mahalo, Erhart *A [redacted] Operations Manager - Oahu SpeediShuttle LLC and [redacted] From: [redacted] Sent: Sunday, August 23, 5:PMTo: OahuSubject: Fw: Request for refund Dear manager I waited for days but still not able to receive any response from you I hope you see frustration after having experienced unpleasant service on my honeymoon and yet, having to send several emails to complain about totally ill-mannered service Please kindly make necessary arrangement for payment of full refund and cost of taxi($+ $= $) I appreciate your understanding and response but if I cannot hear from you by Wednesday August 26th, I think I will have to ask for a help from Better Business Bureau Regards, [redacted] ----- Forwarded Message -----From: [redacted] To: " [redacted] " < [redacted] > Date: 2015/8/21, Fri 19:27Subject: Request for refund Dear manager I am writing to complain the service you provided on August 12th A shuttle was due to pick us up at The [redacted] hotel at 11: but no one showed up I have hotel manager, Mr [redacted] to confirm this After minutes of waiting I called your office but was told to take a taxi and accept a refund which did not happen so far I am therefore requesting full refund of your charge of $ plus the cost of taxi that we were reduced to take, which was $ It was a bit of disappointment that we had to end our honeymoon rushing to airport but I appreciate your appropriate response Best regards, [redacted]
Can you send me pictures of the items along with the serial numbers to help with my investigationIf you have any receipts for the original purchase that would also help meOnce I receive these I can investigate this furtherI have already scheduled an interview with the driver as well as with the Manager that you spoke to at the airportI look forward to your replyMahalo, Reno T [redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine [redacted] [redacted]
Initial Business Response / [redacted] (1000, 6, 2014/03/24) */ Contact Name and Title: [redacted] Contact Phone: 808-***- [redacted] ext Contact Email: [redacted] @speedishuttle.com Aloha, We are very sorry for failing to provide you exceptional service and hope it will not tarnish how you think about HawaiiWe have cancelled your reservation and issued you a refundPlease allow up to to business days for the credit to reflect on your bank statements Again please accept our deepest apologies Warmest regards, [redacted] Vice President Sales & Marketing SpeediShuttle LLC
We used their services since they were in the baggage claim area of the airport Bad decision They billed us twice because they were having card reader issues and we still have not received our full credit Original transaction was 3/and we advised them of the duplicate billing on 3/and they only did a partial credit (apparently could not see we purchased round trip for 2, not 1!) I have called twice and was told once that the manager would get back to me and they did not so called again and was told credit would be completed by the end of the day which again, it was not Very poor customer service when issues Ride itself and van were fine but I would recommend others to walk outside and find other services
Aloha ***, thank you for your feedback and we apologize for your misunderstanding. It appears you wrote your review prior to speaking with our Safety Director this
afternoon. It is SpeediShuttle’ s Safety Policy to always contact the police and/or other applicable authorities in order to notify them of any accident or injury involving any one of our passengers, drivers or shuttles. We request that a report is filed in order to document, include and protect all persons and property involved Additionally, SpeediShuttle recently changed insurance carriers in order to enrich our Safety Program even further. In this isolated event, it appears our driver inadvertently provided our old insurance certification to the police officer instead of our new insurance documentation. We apologize for this misunderstanding and thank you for bringing it to our attention. We will be certain to double check all of our shuttles to ensure that any former insurance certificates that may have accidentally slipped by are disposed of As our Safety Director explained to you, today is the first time she has heard from you or your insurance company. In your review where you refer to “They” giving you the runaround, it appears that you must be referring to insurance companies or other entities other than SpeediShuttle and we apologize for your time and frustration. Lastly, as our Safety Director discussed with both you and your insurance company, a claim is in the process of being filed
From:
"Tahoma","sans-serif""> *** *** *** Sent: Sunday, August 23, 7:PMTo: ***Cc: ***Subject: Request for refund
Aloha Mr***,
Thank you for your patience in our response. For this
reason, along with your mentioning that one of our agents stated a refund will
be made, I have just cancelled your reservation. The refund process takes
about seven business days to go back to your *** card
I have, however, attached a gps report showing
that your designated shuttle was at the pick up address between
11:- 11:35: the *** ***. Because of this report I am unable to honor
a reimbursement for a taxi when our shuttle was indeed at the pick up location
in a timely manner.
I thank you for your understanding and hope that this
does not change your feelings on revisiting the Hawaiian Islands.
Mahalo,
Erhart *A*** **
Operations Manager - Oahu
SpeediShuttle LLC and *** ***
*** *** *** *** ** ***
*** *** *** * *** ***
*** * *** * ***
*** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ***
*** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** ***
** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***
***
From:
*** ***Sent: Sunday, August 23, 5:PMTo: OahuSubject: Fw: Request for refund
Dear manager
I waited for days but still not
able to receive any response from you
I hope you see frustration after
having experienced unpleasant service on my honeymoon and yet, having to send
several emails to complain about totally ill-mannered service
Please kindly make necessary
arrangement for payment of full refund and cost of taxi($+ $= $)
I appreciate your understanding and response but if I cannot hear from you by Wednesday August
26th, I think I will have to ask for a help from RevDex.com
Regards,
*** ***
----- Forwarded Message -----From: *** ***To: "***" Date: 2015/8/21, Fri 19:27Subject: Request for refund
Dear manager
I am writing to complain the service you provided on August 12th
A shuttle was due to pick us up at The *** *** hotel at 11:
but no one showed up
I have hotel manager, Mr *** *** to confirm this
After minutes of waiting I called your office but was told to
take a taxi and accept a refund which did not happen so far
I am therefore requesting full refund of your charge of $
plus the cost of taxi that we were reduced to take, which was $
It was a bit of disappointment that we had to end our honeymoon
rushing to airport but I appreciate your appropriate response
Best regards,
*** ***
The only reason I am giving them two stars is because I used them twice while in Hawaii recently The trip from the airport to my hotel went very well (however, I was upsold for the return trip from my cruise ship to the airport and that's where it went poorly) For pickup last Saturday I scheduled for am When I talked to Speedishuttle (callng and confirming everything before I set sail) they told me no problem, just go outside the terminal and give the representative my name and I'd be taken care of
Well, I arrived at port, gave the representative my name, and they told me "you can get on the next shuttle (were there at that time) minutes later w more showed up and I tried to get on - and was again told - the next one would be mine and my wife'sThis was a bold lie; becuase as the next one arrived another minutes later I was told, sorry, this one isn't going to the airport, the next one is yours
I gave up after waiting for almost an hour in the hot sunnn and walked out and took a ctaxi to the airport even though I had prepaid for Speedishuttle (And it was literally the same price I had paid speedishuttle - no higher - so much for cheaper and better service)I even told the gentleman running the "rosters" of people to get on each shuttle that this was one poorly run business to not be running enough shuttles to handle the people that had prepaid for thier transportation and his only response was "I'm not running the business."
I just want to thank Speedishuttle for bringing my vacation to a lousy close after other beautiful days in Hawaii
Initial Business Response /* (1000, 11, 2014/05/27) */
Our Maui Manager received a message to call our customer on Monday afternoon, April 28th regarding an alleged error in his reservation for an exclusive transfer on April 26thOur customer stated that he ordered a limousine for a pick
up and return the previous Saturday evening for a concertShe researched his reservation, spoke with our call center agents and called him back on Tuesday afternoon
Our reservation system shows a round-trip transfer for an exclusive shuttle, and our customer was charged as suchOur Maui Manager investigated the situation, and our call center agent (a senior employee) was positive he did not request a limoAt the time of booking, it is standard operational procedure to repeat the services ordered and to inform all customers who are reserving exclusive transportation that taxes, gratuities and fees are included in the amount they are being chargedShe also spoke with our agent who reconfirmed this reservation with our customer, and he confirmed a shuttle pick up, not a limoOur agent who conducted the reconfirmation was situated at a resort desk and had no other staff presentWithout placing our customer on hold and calling into his supervisor, there was no one to coach him through the callUpon speaking with our customer on the night of the event, our dispatcher was apologetic and explained that a limo was not available for his movements that eveningShe advised him that he could follow up on the situation with management
Our customer was cordial at the beginning of the phone conversation with our Maui Manager on TuesdayShe explained her findings on the situation and our customer began to get agitated at that pointShe continued to explain that he did receive the services that he paid for, as a limo rate would be much higher than the shuttle rate which he paidHe went on to tell her that he did not know a driver gratuity was included in the exclusive rate and tipped his driver $She apologized and offered to refund him the gratuity portion, he said don't botherHe informed her that if she did not issue a full refund for the services provided, he will make sure everyone knows how upset he is via the internetHe said he blogs, and has many friends that are conciergesHe would make sure they all don't use us for their guestsShe continued to apologize, and he interrupted her saying "the driver." She stopped at that point and asked him if he had experienced a service issue with his driver, and if so to please tell her about it so she can address it immediatelyHe said he had no issue with the driver - IF she refunded his reservation in fullIf she did not refund him, he had a huge issue with the driver and he would post this issue on-lineHe told her that she had until the end of the day to make her decision, and hung up
She stood by her decision and did not refund our customer for the services we provided himWe are still willing to refund the pre-paid driver gratuity amount to the customer if he is willing to accept it
From: *** *** Sent: Thursday, May 07, 3:AMTo: Revdex.com ComplaintsSubject: RE: You have a New Message from Revdex.com of Hawaii Regarding Complaint #***I have received a credit and this complaint has now been resolved Thank
you.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you so much
for your assistance. I could not get a response by other means.
Sincerely,
*** ***
22, 2015 4:29 AMTo: Revdex.com ComplaintsSubject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted] We received a reimbursement check from SpeediShuttle on Jan. 21. Thank you for your help in settling this matter. [redacted]
Complaint: [redacted]
I am rejecting this response because: The shuttle driver acknowledged that I had a bag in front of a witness (who is willing to be a testify) that he would be back in 3 mins. with my bag and then he never returned or even called. The business tried to brush me off and then even blocked my phone number until I continued to call from a private number. They were rude to me, I was told to prove I had a bag when at the time of reserving my shuttle service I had to indicate how many bags I had which clearly indicates they knew right from the beginning that I had one bag. Then they tried to say that maybe one of the other riders had my bag and they would call them however after calling them repeatedly I was told that 1) the lady in the front seat beside the driver wasn't returning their calls, 2) the student who was dropped off before me wouldn't return their call, 3) the woman in the seat beside the driver didn't get off where she was staying and they didn't know where to reach her so were unable to find out if she had my bag and it went on and on with excuse after excuse. After 4 days of excuses I went to the Sheriff's Office and filed a theft in the second degree report. Deputy Sheriff Irons accompanied me to the Speedishutte desk at the airport to question them and decided that this should be a theft report based on the facts. The lady at the desk gave us both the brush off as if she couldn't care less and while we were doing the report she actually closed up and went to lunch without anything being resolved. She left me a form to fill out at the Officer's insistence, which I filled out, but the form was actually a vehicle accident report form. I filled it out anyway but had to leave it on her desk as she still had not returned. The Officer told me just to leave it on the counter which I did.
At one point I was told that I had to call the lost and found at the airport not them, I did call but of course it wasn't there.
I also have my [redacted] receipt which indicates that I have 1 checked bag. I was the first one to the shuttle and my bag was the first bag to be put in the shuttle as I handed it to the driver. The was maybe 5 passengers on the shuttle including me. The driver passed my street twice before dropping me off last when it wasn't necessary. Nobody is who is going to stay for 9 weeks would come without belongings. From the complaints that I have read on Speedishuttle I am clearly not the first one to have my bag go missing.
I strongly believe that I was targeted for this theft and that the driver along with the woman sitting beside him both know where my bag is but are scared to produce the bag now in fear of prosecution. The business took my money and my business and now when my belongings are gone (stolen) they just want my take the responsibility when I believe what happens on their shuttles is their responsibility and they should be liable for my loss. My next step will be to get a lawyer and sue them for my loss. They didn't even care that my anti-seizure medication was in my bag.
Horrible experience and full of lies!!
Don't book with them unless you are willing to wait at least 1.5 hours even if you reserve them AHEAD OF TIME!! And they are not that much cheaper than the taxis!! It's just not worth the aggrevation! And after contacting them the first time and was promised that the waiting time will not be as long but it happens again and again!! And after 3 tries, I don't think they really cares about their customers at all!!
Thank you so much for your reply. I hope your trip went well.
rgb(31, 73, 125); font-size: 11pt; font-family: Calibri, sans-serif;">Can you send me pictures of the items along with the serial numbers to help with my investigation. If you have any receipts for the original purchase that would also help me. Once I receive these I can investigate this further. I have already scheduled an interview with the driver as well as with the Manager that you spoke to at the airport. I look forward to your reply. Mahalo, Reno T[redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine [redacted]
[redacted]
We have responded and never got a response back from her.
"Calibri",sans-serif; font-size: 11pt;">From: Reno T[redacted] Sent: Saturday, July 02, 2016 10:56 AM[redacted]Subject: Aloha From SpeediShuttle
Aloha [redacted],
Thank you for your very informative e-mail regarding your luggage and your very descriptive observation. I assure you we are very concerned.
After interviewing the driver he does not recall receiving your bag. We did follow our protocol which was to check with each passenger and hotel to see if they happened to take an extra bag by mistake. We also checked with the HNL lost and found. They do have bags at the lost and found but none that fit the silver description that you described. If that is not the description we would be happy to check again with them and can let you know.
We will be more than happy to cooperate with the Sheriff’s department should they produce the video showing the bag being placed on our vehicle.
May I suggest you make a police report for you loss and itemize your belongings for any personal insurance claims you may want to file. We will be more than happy to provide a statement for them.
Let me know if I can be of further assistance.
Mahalo,
Reno T[redacted]
General Manager of Operations
SpeediShuttle LLC and Arthur’s Limousine
We used their services since they were in the baggage claim area of the airport. Bad decision. They billed us twice because they were having card reader issues and we still have not received our full credit. Original transaction was 3/4 and we advised them of the duplicate billing on 3/7 and they only did a partial credit (apparently could not see we purchased round trip for 2, not 1!). I have called twice and was told once that the manager would get back to me and they did not so called again and was told credit would be completed by the end of the day which again, it was not. Very poor customer service when issues. Ride itself and van were fine but I would recommend others to walk outside and find other services.
Complaint: [redacted] I am rejecting this response because: The shuttle driver acknowledged that I had a bag in front of a witness (who is willing to be a testify) that he would be back in minswith my bag and then he never returned or even called The business tried to brush me off and then even blocked my phone number until I continued to call from a private number They were rude to me, I was told to prove I had a bag when at the time of reserving my shuttle service I had to indicate how many bags I had which clearly indicates they knew right from the beginning that I had one bag Then they tried to say that maybe one of the other riders had my bag and they would call them however after calling them repeatedly I was told that 1) the lady in the front seat beside the driver wasn't returning their calls, 2) the student who was dropped off before me wouldn't return their call, 3) the woman in the seat beside the driver didn't get off where she was staying and they didn't know where to reach her so were unable to find out if she had my bag and it went on and on with excuse after excuse After days of excuses I went to the Sheriff's Office and filed a theft in the second degree report Deputy Sheriff Irons accompanied me to the Speedishutte desk at the airport to question them and decided that this should be a theft report based on the factsThe lady at the desk gave us both the brush off as if she couldn't care less and while we were doing the report she actually closed up and went to lunch without anything being resolved She left me a form to fill out at the Officer's insistence, which I filled out, but the form was actually a vehicle accident report form I filled it out anyway but had to leave it on her desk as she still had not returned The Officer told me just to leave it on the counter which I didAt one point I was told that I had to call the lost and found at the airport not them, I did call but of course it wasn't thereI also have my [redacted] receipt which indicates that I have checked bag I was the first one to the shuttle and my bag was the first bag to be put in the shuttle as I handed it to the driver The was maybe passengers on the shuttle including me The driver passed my street twice before dropping me off last when it wasn't necessaryNobody is who is going to stay for weeks would come without belongingsFrom the complaints that I have read on Speedishuttle I am clearly not the first one to have my bag go missingI strongly believe that I was targeted for this theft and that the driver along with the woman sitting beside him both know where my bag is but are scared to produce the bag now in fear of prosecutionThe business took my money and my business and now when my belongings are gone (stolen) they just want my take the responsibility when I believe what happens on their shuttles is their responsibility and they should be liable for my loss My next step will be to get a lawyer and sue them for my loss They didn't even care that my anti-seizure medication was in my bag Sincerely, [redacted] ***
We have responded and never got a response back from her "Calibri From: Reno T [redacted] Sent: Saturday, July 02, 10:AM [redacted] Subject: Aloha From SpeediShuttle Aloha [redacted] , Thank you for your very informative e-mail regarding your luggage and your very descriptive observationI assure you we are very concerned After interviewing the driver he does not recall receiving your bagWe did follow our protocol which was to check with each passenger and hotel to see if they happened to take an extra bag by mistakeWe also checked with the HNL lost and foundThey do have bags at the lost and found but none that fit the silver description that you describedIf that is not the description we would be happy to check again with them and can let you know We will be more than happy to cooperate with the Sheriff’s department should they produce the video showing the bag being placed on our vehicle May I suggest you make a police report for you loss and itemize your belongings for any personal insurance claims you may want to fileWe will be more than happy to provide a statement for them Let me know if I can be of further assistance Mahalo, Reno T [redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine
From: [redacted] Sent: Sunday, August 23, 7:PMTo: [redacted] Cc: [redacted] Subject: Request for refund Aloha Mr [redacted] , Thank you for your patience in our response For this reason, along with your mentioning that one of our agents stated a refund will be made, I have just cancelled your reservation The refund process takes about seven business days to go back to your [redacted] card I have, however, attached a gps report showing that your designated shuttle was at the pick up address between 11:- 11:35: the [redacted] *** Because of this report I am unable to honor a reimbursement for a taxi when our shuttle was indeed at the pick up location in a timely manner I thank you for your understanding and hope that this does not change your feelings on revisiting the Hawaiian Islands Mahalo, Erhart *A [redacted] Operations Manager - Oahu SpeediShuttle LLC and [redacted] From: [redacted] Sent: Sunday, August 23, 5:PMTo: OahuSubject: Fw: Request for refund Dear manager I waited for days but still not able to receive any response from you I hope you see frustration after having experienced unpleasant service on my honeymoon and yet, having to send several emails to complain about totally ill-mannered service Please kindly make necessary arrangement for payment of full refund and cost of taxi($+ $= $) I appreciate your understanding and response but if I cannot hear from you by Wednesday August 26th, I think I will have to ask for a help from Better Business Bureau Regards, [redacted] ----- Forwarded Message -----From: [redacted] To: " [redacted] " < [redacted] > Date: 2015/8/21, Fri 19:27Subject: Request for refund Dear manager I am writing to complain the service you provided on August 12th A shuttle was due to pick us up at The [redacted] hotel at 11: but no one showed up I have hotel manager, Mr [redacted] to confirm this After minutes of waiting I called your office but was told to take a taxi and accept a refund which did not happen so far I am therefore requesting full refund of your charge of $ plus the cost of taxi that we were reduced to take, which was $ It was a bit of disappointment that we had to end our honeymoon rushing to airport but I appreciate your appropriate response Best regards, [redacted]
Can you send me pictures of the items along with the serial numbers to help with my investigationIf you have any receipts for the original purchase that would also help meOnce I receive these I can investigate this furtherI have already scheduled an interview with the driver as well as with the Manager that you spoke to at the airportI look forward to your replyMahalo, Reno T [redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine [redacted] [redacted]
Initial Business Response / [redacted] (1000, 6, 2014/03/24) */ Contact Name and Title: [redacted] Contact Phone: 808-***- [redacted] ext Contact Email: [redacted] @speedishuttle.com Aloha, We are very sorry for failing to provide you exceptional service and hope it will not tarnish how you think about HawaiiWe have cancelled your reservation and issued you a refundPlease allow up to to business days for the credit to reflect on your bank statements Again please accept our deepest apologies Warmest regards, [redacted] Vice President Sales & Marketing SpeediShuttle LLC
We have created a reservation for the guest and emailed her a confirmationConfirmation [redacted] Pickup at 8:PM on 12/Reno T [redacted]
We used their services since they were in the baggage claim area of the airport Bad decision They billed us twice because they were having card reader issues and we still have not received our full credit Original transaction was 3/and we advised them of the duplicate billing on 3/and they only did a partial credit (apparently could not see we purchased round trip for 2, not 1!) I have called twice and was told once that the manager would get back to me and they did not so called again and was told credit would be completed by the end of the day which again, it was not Very poor customer service when issues Ride itself and van were fine but I would recommend others to walk outside and find other services
Aloha ***, thank you for your feedback and we apologize for your misunderstanding. It appears you wrote your review prior to speaking with our Safety Director this
afternoon. It is SpeediShuttle’ s Safety Policy to always contact the police and/or other applicable authorities in order to notify them of any accident or injury involving any one of our passengers, drivers or shuttles. We request that a report is filed in order to document, include and protect all persons and property involved Additionally, SpeediShuttle recently changed insurance carriers in order to enrich our Safety Program even further. In this isolated event, it appears our driver inadvertently provided our old insurance certification to the police officer instead of our new insurance documentation. We apologize for this misunderstanding and thank you for bringing it to our attention. We will be certain to double check all of our shuttles to ensure that any former insurance certificates that may have accidentally slipped by are disposed of As our Safety Director explained to you, today is the first time she has heard from you or your insurance company. In your review where you refer to “They” giving you the runaround, it appears that you must be referring to insurance companies or other entities other than SpeediShuttle and we apologize for your time and frustration. Lastly, as our Safety Director discussed with both you and your insurance company, a claim is in the process of being filed
From:
"Tahoma","sans-serif""> *** *** *** Sent: Sunday, August 23, 7:PMTo: ***Cc: ***Subject: Request for refund
Aloha Mr***,
Thank you for your patience in our response. For this
reason, along with your mentioning that one of our agents stated a refund will
be made, I have just cancelled your reservation. The refund process takes
about seven business days to go back to your *** card
I have, however, attached a gps report showing
that your designated shuttle was at the pick up address between
11:- 11:35: the *** ***. Because of this report I am unable to honor
a reimbursement for a taxi when our shuttle was indeed at the pick up location
in a timely manner.
I thank you for your understanding and hope that this
does not change your feelings on revisiting the Hawaiian Islands.
Mahalo,
Erhart *A*** **
Operations Manager - Oahu
SpeediShuttle LLC and *** ***
*** *** *** *** ** ***
*** *** *** * *** ***
*** * *** * ***
*** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** ***
*** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** ***
** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***
***
From:
*** ***Sent: Sunday, August 23, 5:PMTo: OahuSubject: Fw: Request for refund
Dear manager
I waited for days but still not
able to receive any response from you
I hope you see frustration after
having experienced unpleasant service on my honeymoon and yet, having to send
several emails to complain about totally ill-mannered service
Please kindly make necessary
arrangement for payment of full refund and cost of taxi($+ $= $)
I appreciate your understanding and response but if I cannot hear from you by Wednesday August
26th, I think I will have to ask for a help from RevDex.com
Regards,
*** ***
----- Forwarded Message -----From: *** ***To: "***" Date: 2015/8/21, Fri 19:27Subject: Request for refund
Dear manager
I am writing to complain the service you provided on August 12th
A shuttle was due to pick us up at The *** *** hotel at 11:
but no one showed up
I have hotel manager, Mr *** *** to confirm this
After minutes of waiting I called your office but was told to
take a taxi and accept a refund which did not happen so far
I am therefore requesting full refund of your charge of $
plus the cost of taxi that we were reduced to take, which was $
It was a bit of disappointment that we had to end our honeymoon
rushing to airport but I appreciate your appropriate response
Best regards,
*** ***
The only reason I am giving them two stars is because I used them twice while in Hawaii recently The trip from the airport to my hotel went very well (however, I was upsold for the return trip from my cruise ship to the airport and that's where it went poorly) For pickup last Saturday I scheduled for am When I talked to Speedishuttle (callng and confirming everything before I set sail) they told me no problem, just go outside the terminal and give the representative my name and I'd be taken care of
Well, I arrived at port, gave the representative my name, and they told me "you can get on the next shuttle (were there at that time) minutes later w more showed up and I tried to get on - and was again told - the next one would be mine and my wife'sThis was a bold lie; becuase as the next one arrived another minutes later I was told, sorry, this one isn't going to the airport, the next one is yours
I gave up after waiting for almost an hour in the hot sunnn and walked out and took a ctaxi to the airport even though I had prepaid for Speedishuttle (And it was literally the same price I had paid speedishuttle - no higher - so much for cheaper and better service)I even told the gentleman running the "rosters" of people to get on each shuttle that this was one poorly run business to not be running enough shuttles to handle the people that had prepaid for thier transportation and his only response was "I'm not running the business."
I just want to thank Speedishuttle for bringing my vacation to a lousy close after other beautiful days in Hawaii
Initial Business Response /* (1000, 11, 2014/05/27) */
Our Maui Manager received a message to call our customer on Monday afternoon, April 28th regarding an alleged error in his reservation for an exclusive transfer on April 26thOur customer stated that he ordered a limousine for a pick
up and return the previous Saturday evening for a concertShe researched his reservation, spoke with our call center agents and called him back on Tuesday afternoon
Our reservation system shows a round-trip transfer for an exclusive shuttle, and our customer was charged as suchOur Maui Manager investigated the situation, and our call center agent (a senior employee) was positive he did not request a limoAt the time of booking, it is standard operational procedure to repeat the services ordered and to inform all customers who are reserving exclusive transportation that taxes, gratuities and fees are included in the amount they are being chargedShe also spoke with our agent who reconfirmed this reservation with our customer, and he confirmed a shuttle pick up, not a limoOur agent who conducted the reconfirmation was situated at a resort desk and had no other staff presentWithout placing our customer on hold and calling into his supervisor, there was no one to coach him through the callUpon speaking with our customer on the night of the event, our dispatcher was apologetic and explained that a limo was not available for his movements that eveningShe advised him that he could follow up on the situation with management
Our customer was cordial at the beginning of the phone conversation with our Maui Manager on TuesdayShe explained her findings on the situation and our customer began to get agitated at that pointShe continued to explain that he did receive the services that he paid for, as a limo rate would be much higher than the shuttle rate which he paidHe went on to tell her that he did not know a driver gratuity was included in the exclusive rate and tipped his driver $She apologized and offered to refund him the gratuity portion, he said don't botherHe informed her that if she did not issue a full refund for the services provided, he will make sure everyone knows how upset he is via the internetHe said he blogs, and has many friends that are conciergesHe would make sure they all don't use us for their guestsShe continued to apologize, and he interrupted her saying "the driver." She stopped at that point and asked him if he had experienced a service issue with his driver, and if so to please tell her about it so she can address it immediatelyHe said he had no issue with the driver - IF she refunded his reservation in fullIf she did not refund him, he had a huge issue with the driver and he would post this issue on-lineHe told her that she had until the end of the day to make her decision, and hung up
She stood by her decision and did not refund our customer for the services we provided himWe are still willing to refund the pre-paid driver gratuity amount to the customer if he is willing to accept it
From: *** *** Sent: Thursday, May 07, 3:AMTo: Revdex.com ComplaintsSubject: RE: You have a New Message from Revdex.com of Hawaii Regarding Complaint #***I have received a credit and this complaint has now been resolved Thank
you.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you so much
for your assistance. I could not get a response by other means.
Sincerely,
*** ***
From: [redacted] [mailto:[redacted]] Sent: Thursday, January...
22, 2015 4:29 AMTo: Revdex.com ComplaintsSubject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted] We received a reimbursement check from SpeediShuttle on Jan. 21. Thank you for your help in settling this matter. [redacted]
Complaint: [redacted]
I am rejecting this response because: The shuttle driver acknowledged that I had a bag in front of a witness (who is willing to be a testify) that he would be back in 3 mins. with my bag and then he never returned or even called. The business tried to brush me off and then even blocked my phone number until I continued to call from a private number. They were rude to me, I was told to prove I had a bag when at the time of reserving my shuttle service I had to indicate how many bags I had which clearly indicates they knew right from the beginning that I had one bag. Then they tried to say that maybe one of the other riders had my bag and they would call them however after calling them repeatedly I was told that 1) the lady in the front seat beside the driver wasn't returning their calls, 2) the student who was dropped off before me wouldn't return their call, 3) the woman in the seat beside the driver didn't get off where she was staying and they didn't know where to reach her so were unable to find out if she had my bag and it went on and on with excuse after excuse. After 4 days of excuses I went to the Sheriff's Office and filed a theft in the second degree report. Deputy Sheriff Irons accompanied me to the Speedishutte desk at the airport to question them and decided that this should be a theft report based on the facts. The lady at the desk gave us both the brush off as if she couldn't care less and while we were doing the report she actually closed up and went to lunch without anything being resolved. She left me a form to fill out at the Officer's insistence, which I filled out, but the form was actually a vehicle accident report form. I filled it out anyway but had to leave it on her desk as she still had not returned. The Officer told me just to leave it on the counter which I did.
At one point I was told that I had to call the lost and found at the airport not them, I did call but of course it wasn't there.
I also have my [redacted] receipt which indicates that I have 1 checked bag. I was the first one to the shuttle and my bag was the first bag to be put in the shuttle as I handed it to the driver. The was maybe 5 passengers on the shuttle including me. The driver passed my street twice before dropping me off last when it wasn't necessary. Nobody is who is going to stay for 9 weeks would come without belongings. From the complaints that I have read on Speedishuttle I am clearly not the first one to have my bag go missing.
I strongly believe that I was targeted for this theft and that the driver along with the woman sitting beside him both know where my bag is but are scared to produce the bag now in fear of prosecution. The business took my money and my business and now when my belongings are gone (stolen) they just want my take the responsibility when I believe what happens on their shuttles is their responsibility and they should be liable for my loss. My next step will be to get a lawyer and sue them for my loss. They didn't even care that my anti-seizure medication was in my bag.
Sincerely,
[redacted]
Horrible experience and full of lies!!
Don't book with them unless you are willing to wait at least 1.5 hours even if you reserve them AHEAD OF TIME!! And they are not that much cheaper than the taxis!! It's just not worth the aggrevation! And after contacting them the first time and was promised that the waiting time will not be as long but it happens again and again!! And after 3 tries, I don't think they really cares about their customers at all!!
Thank you so much for your reply. I hope your trip went well.
rgb(31, 73, 125); font-size: 11pt; font-family: Calibri, sans-serif;">Can you send me pictures of the items along with the serial numbers to help with my investigation. If you have any receipts for the original purchase that would also help me. Once I receive these I can investigate this further. I have already scheduled an interview with the driver as well as with the Manager that you spoke to at the airport. I look forward to your reply. Mahalo, Reno T[redacted] General Manager of Operations SpeediShuttle LLC and Arthur’s Limousine [redacted]
[redacted]
We have responded and never got a response back from her.
"Calibri",sans-serif; font-size: 11pt;">From: Reno T[redacted] Sent: Saturday, July 02, 2016 10:56 AM[redacted]Subject: Aloha From SpeediShuttle
Aloha [redacted],
Thank you for your very informative e-mail regarding your luggage and your very descriptive observation. I assure you we are very concerned.
After interviewing the driver he does not recall receiving your bag. We did follow our protocol which was to check with each passenger and hotel to see if they happened to take an extra bag by mistake. We also checked with the HNL lost and found. They do have bags at the lost and found but none that fit the silver description that you described. If that is not the description we would be happy to check again with them and can let you know.
We will be more than happy to cooperate with the Sheriff’s department should they produce the video showing the bag being placed on our vehicle.
May I suggest you make a police report for you loss and itemize your belongings for any personal insurance claims you may want to file. We will be more than happy to provide a statement for them.
Let me know if I can be of further assistance.
Mahalo,
Reno T[redacted]
General Manager of Operations
SpeediShuttle LLC and Arthur’s Limousine
We have created a reservation for the guest and emailed her a confirmation.
Confirmation [redacted] Pickup at 8:30 PM on 12/22.
Reno T[redacted]
We used their services since they were in the baggage claim area of the airport. Bad decision. They billed us twice because they were having card reader issues and we still have not received our full credit. Original transaction was 3/4 and we advised them of the duplicate billing on 3/7 and they only did a partial credit (apparently could not see we purchased round trip for 2, not 1!). I have called twice and was told once that the manager would get back to me and they did not so called again and was told credit would be completed by the end of the day which again, it was not. Very poor customer service when issues. Ride itself and van were fine but I would recommend others to walk outside and find other services.