Supershuttle International, Inc.

To Whom It May Concern,
               
Thank you for providing the information pertaining to complaint...

#[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has contacted the customer and has attempted to resolve their concerns.    
Sincerely,
 
Customer Care

To Whom It May Concern,
Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint.  SuperShuttle has refunded $87.00 back to the card on file and attempted to contact the customer, and would like to speak

to the customer to help resolve their concerns.
Sincerely,
 
Customer Care

To Whom It May Concern,                Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. ...

SuperShuttle has contacted the customer and has attempted to resolve their concerns.    Sincerely, Customer Care

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  They promised to send me a check in the following days. And they have acquired my mailing address via the phone call. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom It May Concern,                 Thank you for...

providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the customer and needs to speak to the customer to discuss the case.   Sincerely,   Customer Care

To Whom It May Concern,                Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.   SuperShuttle has contacted the customer and is waiting for follow up from the customer, and needs to speak to the customer to help resolve their concerns. Sincerely, Customer Care

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was asked to call back the customer service. However I am not willing to engage directly with them based on my horrible experience with their customer service. If their response is a PR gimmick, then I am not longer willing to waste my time having conversation with them over phone (I already did for 30 minutes on the day of my travel).

The voice-mail mentioned that they have refunded the amount that they owe me (after filing this complain with Revdex.com; three weeks after of the date of incidenct). I simply want the merchant to send a written confirmation (through this portal) of refund, with date of transaction/transaction ID for such refund. Once I receieve my money back then this matter can be considered settled. They need not contact me directly.

PS: I hope that Revdex.com can keep this incident posted online for future customers who can be make the right decision while choosing a shuttle/taxi and avoid suffering from a horrible experience.

?

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Business stated that refund was sent to my bank on June 5, 2014.  The refund is not in my bank.  Previously, business stated they had sent a refund to my bank and blamed the bank for lack of refund.  Later, business apologized and stated refund was never sent.  I will wait until I see the refund actually in my bank before I consider the matter resolved.

Regards,

To Whom It May Concern,

                                    

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint.  SuperShuttle has contacted the

customer and has resolved their concerns.  

 

Sincerely,

 

 

Customer Care

To Whom It May Concern,                                   

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to...

research their complaint.  SuperShuttle has contacted the

customer and has attempted to resolve their concerns.  

Sincerely,

Customer Care

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Update:May 30, 2014, I was contacted by [redacted], a Super Shuttle representative.  [redacted] said “…that I would be reimbursed an additional $53.50…” totaling a full reimbursement of $107.00.  June 2, 2014, I have received the full reimbursement of $107.00.  Thank you Revdex.com for working so efficiently to help me resolve my dispute with Super Shuttle. Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom It May Concern,                 Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has contacted the customer and has attempted to resolve their concerns.     Sincerely,   Customer Care

To Whom It May Concern,

                                    

Thank you for providing the...

information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact the customer and has attempted to resolve their concerns.   

 

Sincerely,

 

 

Customer Advocacy

To Whom It May Concern,
Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and

allowing us the opportunity to research their complaint.  SuperShuttle has contacted the

customer and has attempted to resolve their...

concerns. Sincerely,
 
Customer Care

Review: Original customer service agent promised me a full refund (nearly $80) just for the reservation issue. New customer service agent offered me $20.

The following took place on July 4, 2014.

SuperShuttle Reservation Confirmation [redacted] Paid: $78.30 with MasterCard

We purchased a prepaid reservation for� 8:22 pm� we didn't get out of the airport until� 9:35pm.� When we got in the van the driver barked "get in the back! I'm picking up more passengers!" In the back seat there was chewed gum, an apple core and other trash. The driver picked up passengers, with no reservations, � who were headed to Simi Valley which is not on our route and added 1.5 hours to our trip.

I called customer service from the van, the rep said at this point - it looks like you should get a full refund.

While dropping off the first passengers, I asked the driver to turn on the air conditioning in the back and he said "you can wait until I get gas first" when I asked why, he said "you want it now?" I said yes "I'm sweating back here." He reluctantly turned on the AC.

The driver then stopped for gas. Then he proceeded to speed through the streets of San Fernando Valley, hitting bumps that caused us to slam against the interior van. He took a route that lead us to Box Canyon Rd in the middle of the night which is dangerous, full of 15mph hairpin turns when he could have easily taken Topanga/27-this is the main street through the valley connecting 101 and 118, this is much safer and quicker route, something your driver should have known. When I asked the driver to please not speed on Box Canyon he looked back at me and barked "who is speeding? I'm not speeding." I asked him to please keep your eyes on the road, this is a windy canyon road with no street lights.

After dropping off his Simi Valley passengers the driver got on the 118 freeway and drove in the slow lane at 55mph out of spite. At this point it was 11:15pm. After driving for several miles below the speed limit on the freeway I asked the driver to please at least drive the speed limit, 65. The driver then picked up his cell phone and began to dial. I mentioned to him that it is not legal or safe. He got very angry and yelled at me "you need to let me do my job!" The driver then pulled over on the side of the freeway (another dangerous choice) and threatened to leave us in Simi Valley. He called dispatch on his cell phone and complained that I would not let him drive and do his job because I was complaining. He handed his phone to me so I could speak to the dispatcher (Renard?) who was also very rude. He told me to stop talking to his driver. I agreed but informed him that I would speak up if I felt our safety was in danger again and asked him to tell the driver to go the speed limit. It was after midnight when we arrived at our destination, at least 2 hours later than expected. When we arrived the driver placed our bags in the street and audibly spoke to himself in an angry tone.

This was the worst experience we have ever encountered - not honoring our pre-paid reservation, taking us 1.5 hours off-route, rude, dirty van, unsafe, law-breaking driver, unnecessarily taking dangerous canyon routes at night, pulling over on the freeway, and threatening to abandon us in a strange town!

The customer service agent that promised me a refund said I will receive a call from their billing department. I received a voicemail from Ana asking me to call her back. I made several calls to SuperShuttle, I had trouble reaching her every time as she is usually unavailable durning normal business hours, she keeps odd hours and on seemingly random days. I left several messages for her to call me back.

I spoke to Luis and Adrian who are also in her office. 2 weeks ago, Adrian, who is supposedly her boss, listened to me explain that I hadn't been able reach Ana to resolve this issue for nearly 2 months and said he personally would get to the bottom of the issue and call me back - IDesired Settlement: Honestly, for the run-around and amount of time I've invested to keep SuperShuttle honest, I believe I'm due much more than the $78.30 refund they originally promised, but I do expect that at the very least.

Review: In the last month I have had three issues with SuperShuttle, their service, and their drivers. On Friday, November 13, 2015, a guest coming from the UK to UC Berkeley campus was dropped off by the shuttle driver in the middle of campus because the driver couldn't find the hotel - Faculty Club. This is inexcusable. I filed a complaint with SuperShuttle and have heard nothing from them. The drop-off location - Faculty Club - in Berkeley was set up by me with a customer service representative at SuperShuttle. Then, on Thursday, December 3, 2015, a different shuttle driver driving a more expensive private van from Oakland Airport dropped another guest off in the middle of campus, in the rain, because s/he could not find the Faculty Club. Finally, on Friday, December 4, 2015, I hired an ExecuCar to make sure there were no more issues - the driver couldn't find the Faculty Club. I want all my money back on these reservations that didn't provide the service I paid for: ExecuCar Reservation Confirmation [redacted] - $126.00; Express by ExecuCar Reservation Confirmation 8605445 - $70.80; and SuperShuttle Reservation Confirmation [redacted] $42.00.Desired Settlement: I would love to think that SuperShuttle will get their act together, but I have a feeling it's only a matter of time before UC Berkeley will ban their services.

Business

Response:

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted]or [redacted] and

allowing us the opportunity to research their complaint. SuperShuttle has attempted to contact the

customer and has attempted to resolve their concerns.

Sincerely,Customer Care

I had a confirmed reservation for a 5 am pickup at my friend's house to go to the [redacted] airport for my 8:15 flight on 2/22/2015. My phone was low on battery and I didn't have a charger with me so I turned it off for the night, turning it on at about 4:45 am so I wouldn't miss any notification. During the night, the Boulder received approximately 3 inches of snow. Not enough to shut the town down by any means. I checked my flight, and everything was on time. At 5:15, I noticed an email sent at 4 am that my reservation had been canceled. I also had a voicemail message stating that they were not servicing Boulder due to weather. My friend drove me to the bus station for the bus which was 45 minutes late. While waiting for the bus in the 14F weather, I saw a SuperShuttle van drive by. So clearly they were servicing Boulder, just not me. The bus arrived at the airport at 7:45 am. By some miracle, I made my flight, but under ordinary circumstances this would have been impossible due to SuperShuttle's cancellation. I was lucky this time, but if you are making plans with them, I recommend having a solid backup plan. I am extremely disappointed in their service and I feel that I was lied to about their service in Boulder on that day, perhaps because I was in an inconvenient location. I will not be using them again.

I want to file a complaint about one of the drivers of Super Shuttle. We had a reservation in Anaheim, CA to be taken to Orange County airport. Our pick up time was 12:45-1:00pm. We were in the lobby of the hotel at 12:00. I started looking for the driver around 12:45 and found him in a parking lot almost next door. He, [redacted], approached us and started the conversation by yelling at us that we were late. Not just upset, but yelling at us. I told him we weren't late and he continued to yell at us. We started loading our bags in the van and he continued his anger. I asked him if he was going to stop yelling now and he said no. I finally told him to "shut up". His behavior was hostile and highly inappropriate. We pulled out of the parking lot at 12:52 so we were not late but he wouldn't stop complaining. On the drive to the airport he had no problem being friendly to the only man in the vehicle. We were two women traveling and he was nothing but hostile towards us from the beginning. Whether or not it has anything to do with women or men we were harassed by the driver of the vehicle.