Supershuttle International, Inc.

Review: On December 30th, 2015 my girlfriend and I were picked up from the Clarion Hotel in Anaheim California with transport to LAX. Upon pick up, after being accused that we did not have a proper form and causing a 20 minute delay, we finally left. The agreed area was that we were to be dropped off at the Alaska Air terminal with service to Canada. The driver told us he got us their fast and in time which we appreciated and because we got their fast I gave him the rest of my American Money as a tip. I asked if this was the terminal for service to Canada with Alaska and he responded yes and then he sped away. As it would turn out, this was not the correct terminal and after 20 minutes of looking around we asked for help only to find out that the terminal was a 20 minute walk un covered or a 5 minute taxi. Being that the last of our money was given as a tip to the driver we could not taxi and had to walk outside in the pouring rain for 20 minutes where our luggage and ourselves got absolutely soaked for our flight. The next day I filed a complaint online and got a response that it was being handled by level 3 team. I waited 20 days and had no response so I called them and was told it had not even been looked at yet, but that it would go to the top of the pile. I also stated that I would file a complaint if I did not hear back in 3 days. It has now been 7 and I have not recieved any sort of call, email, or response so I am forced to take it up with the Revdex.com.Desired Settlement: Being that the cost for the both of us is 39.91, I am asking for the 39.91 as a refund, and the 10 dollars that was tipped and did not allow us to take a taxi and forced us to be soaking wet for the entire flight home as a grand total of 49.91 in American Dollars.

Business

Response:

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: On Tuesday, July 29, 2014, I had a reservation with the Super Shuttle services in [redacted] for a shuttle pick up at the [redacted]. The Super Shuttle appointed pick up time was 12:50pm with transport to the airport. At 1:15pm a phone call was placed to their customer service center for a request of a status of pick up time. The representative apologized for the inconvenience and indicated that a car would arrive within the next 10 to 15 minutes for direct transport to the airport. Approximately 30 minutes later, a second phone call was placed to the customer service center. Another apology was issued and a promise that a car would arrive in the next 3 minutes was issued. After another 10 minutes of waiting, a third call was placed to the customer service center complaining that a car or shuttle had still not arrived at the hotel. The customer service representative put me on hold for more that 30 minutes, indicating that they were on hold with dispatch. When the customer service representative returned to the line, they indicated that a car would arrived within the next 10 to 15 minutes. I requested that the customer service representative wait on the line with me until the transportation arrived, as it was now more than 1.5 hours since the first vehicle was scheduled to arrive. The customer service representative indicated that this was not an acceptable request, and that it was too much time to be on the phone with a customer. I indicated that I understood that it might be under most circumstances; however, the company was extremely late on delivering a service, and that I was now in danger of missing my flight at the airport as a result. The representative still indicated that she could not stay on the line with me, so I requested to speak to a supervisor. The supervisor could not provide any information as to why the original reservation was not honored, and continually offered to provide me with the contact information for the [redacted] services. I indicated that I did not have time to set up a different service at this point, and is why I had booked in advance an appointment with their facility. While trying to reach a conclusion with the Supervisor, the estimated time for the arrival of the fourth promised vehicle had elapsed. I pointed this out to the supervisor, and she indicated that they didn't actually know if a car was on the way because they could not reach anyone with dispatch. I was furious at the response, because it then became clear that there was never a car on route to honor my reservation. At this point the shuttle service was more than 2 hours late with no valid explanation, no vehicle en route, and only 1.5 hours to reach my flight from a location that is more than 1 hour away from the airport in the current traffic during that situation. I was forced to find alternate transportation. Luckily, one of the hotel employees took me to the airport in his own personal vehicle after realizing the seriousness of the delay. To date, Super Shuttle still has not offered a valid explanation regarding the delay. I made it to the airport with approximately 15 minutes to navigate through check in and security. I reached my gate two minutes after final boarding. Due to weather delays and a very kind airline staff, I was allowed to board my original flight home. Due to Super Shuttle's complete lack of customer service, I almost missed a flight that I had more than enough time to get to. Their unprofessional staff and drivers caused me so much stress that I spent the remainder of the week ill. I will never use this service again, and will never recommend this company.Desired Settlement: Super Shuttle has issued me a generic emailed apology and a credit for the services that were not delivered. They have offered to pay the difference in alternate transportation services, if a receipt is issued. I have no receipts for the alternate services as I paid cash to the private driver for costs to cover gas, time, and toll fees, although I feel that Super Shuttle should pay me back in full for the alternate transportation that I required. The total cost of the alternate service was $50.

Business

Response:

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 resolved their concerns. Sincerely, Customer Care

I arrived in Dallas, TX for a business trip and upon arrival I used the airports shuttle phone to request a SuperShuttle. I spoke with the male call taker and he said it would be right there to get me. I waited for over 20 minutes before I had to walk 100 yards to call again. This time I spoke with a female call taker whom stated I was not even in the system to be picked up. She apologized and scheduled a shuttle right away and said it would be 10 minutes. I then re-walked the 100 yards and waited for over 40 minutes! I returned, YET AGAIN, to make the call and receive apologies all over again from the same female. AGAIN, she said it was on it's way. I then waited for over 15 minutes with no shuttle in sight. I then opted for a taxi. I am an adult male, so my waiting is more of an annoyance, but what if I had brought my family (wife and little kids)?? After finding horrible reviews on Google, I felt compelled to make a complaint, not only to their company, but also to the [redacted] Texan Hotel that contracts them for service. The hotel said these complaints are common with this company and nothing ever seems to be corrected. After a long travel day, this was the last straw. I have informed my company employees and numerous colleagues of this issue and we will never use this company again.

Review: Super Shuttle made a stupid mistake to begin with and did a terrible job to solve the issue.

I booked a super shuttle for my trip from a Cancun hotel to the airport about one week in advance on the super shuttle website. My flight is at 8 am and the website told me to expect my driver to arrive at my hotel at 4:30 - 4:45 am. The day before the trip I did not receive any emails from super shuttle to confirm the trip, so I called using my Mexican cell phone number for at least five times during the day, the evening and right before sleep in order to confirm that the driver will show up as what was "agreed on" on my reservation. But nobody at their Cancun airport ever picked up the phone.

So on that morning we waited for the shuttle from 4:30 to 4:55 at the hotel lobby. But no drivers showed up. I tried to call the super shuttle at Cancun airport about my reservation to double-check the trip, and again, nobody ever answered the phone. Then I called the customer service number I happened to see on the website. Someone pickup the call and told me that the driver went to the hotel where they dropped us of! He was surprised that we changed our hotel. OMG! How could you expect that people do not change their hotel during their vacation?!! He claimed that I may have filled out a wrong address for him!! Excuse me?! I have my hard-copy confirmation page in front of me which showed that the pick- up address I filled out online is the correct hotel address, where I was expecting to see the shuttle! He tried to blame on me for a few minutes including having the hotel staff double-checking the hotel address, and then he said that no driver would go to my hotel area and he would refund the amount I paid for the reservation. Then the phone suddenly got cut off. I did not call him back because we had to rush to the airport and I thought the full refund was the best he could do that that time.

We finally managed to find a taxi and arrived the airport before it was too late. Anyways, it was all right as long as we did not miss our flight. Well, I thought is was ridiculous for them to make such an assumption, but I thought it was normal for people to make a mistake. They can basically fix it and move on. HOWEVER, that was not the end of my terrible experience with super shuttle.

About one week later, they did not refund me, so I called the customer service. I talked to a lady, and she asked about what exactly happened and said someone would contact me about the issue and give me a refund. But they NEVER did! One month later, still no refund received. So I called them, and waited on the customer service line for ever to speak to to someone; in return, they asked me to call them back during the following day to talk to someone in a particular department.

I have called them more than eight times to get someone to talk to me using my international phone. I also have called them two times and at least once more to get the refund from the US. Why on the earth, I, the consumer, who is doing everything I can to solve the issue, has to push so hard in order to get the $20 refund????!!!!! Is this a joke?

My perception is that Super Shuttle DOES NOT CARE ABOUT THEIR CUSTOMERS, even after THEY made a mistake. I felt as if I were the person who stood THEM up at 4:30 in the morning in Mexico for the trip to the airport! ! How ridiculous!

I have been using super shuttle for my personal and business trips for over three years. This is how they treat loyal customers!Desired Settlement: Refund my reservation, and reimburse me for the time I spent on the issue, and, of course, please apologize!

Make sure super shuttle Cancun send out a confirmation to customers' email address at least one day in advance.

Business

Response:

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

Review: This is both a customer service issue and a service issue.On December 23rd, I contacted SuperShuttle to inform them of an incident during my transfer from the Las Vegas airport to my hotel. The driver (1) failed to control the bigot, racist and offense comments from one of the male passengers. (2) The driver partook in the conversation. (3) Given an opportunity to re-direct the conversation, the driver failed to do so and continued to entice the racist onboard the shuttle, making myself and another female passenger uncomfortable and unsafe. I contacted Customer Service a total of four (4) times via e-mail and three (3) times via phone, both of which I have evidence. Each time I was assured someone would contact me and since December 23, 2013, I have not heard from SuperShuttle. I have not received an apology. I have not received an explanation.Desired Settlement: 1. I have not heard from SuperShuttle. 2. I have not received an apology. 3. I have not received an explanation. In addition to wanting an answer for the above three items, I want a full refund.

Business

Response:

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 Advocacy

Review: Booked a shuttle for pickup between 2:49-3:04 on 12/16 to the airport.

The shuttle did not arrive in the 15 minute window and I called customer service at 3:04pm. The automated service said it would be 20 minutes which I was unwilling to wait. The person on the phone tried to convince me to not cancel my reservation and said the shuttle was 1.1 miles away, 10 minutes longer.

At 3:15 I called back again and the line said 15 minutes late. Again I asked the agent to cancel and again the agent tried to convince me the shuttle would be there shortly. I told them no that I was leaving in my own car and to cancel the reservation. The shuttle did not arrive until 3:40, nearly an hour late. The drive to the airport is 40 minutes without stops so I would have definitely missed a 5:10 departure.

As a result of the misleading customer service agents I was unable to find suitable alternative transportation and will incur over $300 in parking fees. In addition, I have not been refunded my money including a "tip" for service I never received. I am completely dissatisfied.Desired Settlement: Refund for the lack of service and payment of parking fees

Business

Response:

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. Customer has agreed to send in parking receipt once received. Sincerely,Customer Advocacy

Review: Execucar sent me a confirmation of my reservation for a pick up from the airport. When it came time to get picked up, the local dispatch first said there would be a vehicle arriving in 15 minutes, then called back and told me no one was available to pick me up and tried to direct me to the claims department to file for a refund.Desired Settlement: Excucar left me stranded at the airport and I would like compensation for the town car that I hired on the spot to take me home. The price of the transportation was $115.

Business

Response:

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 Advocacy

Consumer

Response:

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,

Review: September 8, 2015 confirmation number [redacted] - van arrived at [redacted] for our transfer. One other passenger was picked-up at another terminal. The driver let us know on our home arrival the last passenger notified him her bag was leaking. This bag was on top of our backpack which had a leather jacket in it. Once inside the house, we opened the backpack and took out the jacket to find liquid spots on several places. Other items in the backpack had liquid on them but were able to dry them off.

September 14 I placed a complaint (#[redacted]) and was told on Sept 17th they were not responsible for damages.

Since the driver knew about the problem and still put the leaking bag with other bags, I feel compensation in the form of professional dry cleaning should be given or the jacket replaced.Desired Settlement: I am asking for SuperShuttle to reimburse for professional dry cleaning to take care of the stains or replace the jacket.

Business

Response:

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 help resolve their concerns. Sincerely, Customer Care

Consumer

Response:

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 have not received a phone call or email from SuperShuttle. I check my email everyday and there hasn’t been anything sent. I am concerned that the 30-day period is just about up and am worried I will have no recourse after that date. Please advise….Thank you.Kind regards,[redacted]I can not see ANY attempt by SuperShuttle to contact me. I am more than willing to discuss the matter.

Business

Response:

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

Review: I placed a reservation on May 19 for shared van service from my apartment to the [redacted] airport on June 30. My reservation went through and I received a confirmation screen and email with a confirmation number. On June 4, I received an email from SuperShuttle canceling my reservation with no warning and no explanation -- I did not request a cancellation, and there was no reason provided in the email for why my reservation was being canceled. After contacting customer service, I was informed that SuperShuttle is no longer providing van service in Boston. Not only was I not informed of why my reservation was being canceled, I was also allowed to place the reservation in the first place - reservations should have not been allowed if the service was being stopped. It is lucky that I scheduled my pickup so far in advance, or this could have seriously impacted my travel plans. As it is, it is an inconvenience to me and was extremely unprofessional of SuperShuttle.Desired Settlement: Given that I should not have been allowed to make a reservation for shared van service in the first place, since the service is discontinued for the date I was booking, and the only service available now is the [redacted] service, I feel I am owed transportation to the airport by SuperShuttle and should receive a free [redacted] booking for my reservation in place of the original reservation.

Business

Response:

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 needs to speak to the customer to discusstheir concerns. Sincerely, Customer Care

Review: I live in [redacted], CA. The airport close to my home is [redacted] International Airport ([redacted]). However, I also utilize the [redacted] Airport ([redacted]) as they offer better pricing for some flights. Both airports are served by the local metro system, the [redacted]. I had a [redacted] flight scheduled to Long Beach CA for July 3 2013 at 5:25pm out of [redacted], but would return on July 6 2013 to [redacted] instead. The [redacted] system has been on strike for a week, which causes large traffic deadlocks into the city and [redacted] that is across a bridge. Knowing that driving to the airport wasn’t an option due to the fact that my outgoing flight was via [redacted] and my return flight via [redacted], I booked SuperShuttle for 1:25pm on July 3rd to take me to [redacted]. They charged my credit card $29 in advance ($27 for the service and I put $2 for a tip). Interesting enough, SuperShuttle protects their interests very well, as the payment is made in advance via credit card, and any cancellation has to be received within 4hr before the ride for a full refund. At 2pm on July 3rd I started to be concerned with the shuttle’s no-show. I called SuperShuttle automated system, which informed me that “a van had not been assigned yet”. I called their customer service. They kept me on waiting for a long time, and then I spoke with about 5 people, that would not give me any detail and kept me passing around. Each time a new representative asked me for my booking number and name again like it was the first time. After 20+ minutes of it, one representative told me that there would be no service and that I had to find my own transportation to the airport. I was desperate, and told them about the situation: the cost of a cab to [redacted] would be more than I could afford, I had already spent too long speaking with them and due to the [redacted] strike the traffic would be terrible, my $200 [redacted] ticket wasn’t refundable. I asked why they did not give me advance notice so I could make alternative arrangements within a decent timeframe. They kept saying “they were sorry but there was nothing they could do”. I asked if I could be refunded for the cab ride, and they said that I should call their ###-###-#### number with case number [redacted] on July 5 2013 and they “would see”. I ended up getting a cab, negotiated a $90 fee to [redacted]. 30minutes into the ride I could see that with all the time spent on the phone with SuperShuttle and the traffic the way it was, I would not be able to make it. I called [redacted] from the cab, explained the situation and begged them to change my flight to a late flight from [redacted] without charging me the difference in ticket price. They were kind enough to charge me only $50 for the change of ticket. I asked the cab driver to turn around, take me back home, and negotiated with him that he would only charge me the $90 dollar previously agreed for the partial ride [redacted] plus a later ride to [redacted]. He indicated that at that point I had $66.40 in the meter and a further ride to [redacted] would cost me additional $35. After negotiating back and forth he agreed that he would keep it all within $90. It was a terrible turmoil caused by SuperShuttle irresponsible service.Desired Settlement: I am requesting that SuperShuttle:

Reimburses me for the $90 for my ride to the airport(s)

Reimburses me for the $50 for the [redacted] ticket change fee

Refunds me the $29 service charge to my VISA card

Receives a record mark for their lack of service

Business

Response:

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 Advocacy

Consumer

Response:

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,

Review: On June 14th seven of my family members and I flew into the [redacted] airport where [redacted] had made arrangements for us to take the Supershuttle to the [redacted] hotel. After jumping through a few hurdles to get connected to the right person along with a few apologies from the Supershuttle dispatcher because of the disrespectful attendant we finally give the "new" attendant the information that we are going to the [redacted]. When I come back from getting the rest of the family now this attendant began arguing with my 20 year old niece for something he perceived to be true yet eventually apologized. However, soon we are on our way after an extremely long day of travel. Well into 18-20 hours of travel with elderly parents we are simply thankful to finally reach our hotel. We begin to check in, only to find out that we have no reservations at this hotel that we had been dropped off at the wrong hotel. Exhausted and frustrated I called Supershuttle immediately to inform them they had made a mistake and dropped us off at the wrong hotel and we needed a ride to the correct location. I was informed that the service was only from airport to hotel not hotel to hotel and basically we were stuck. After long conversations with the dispatcher who remained calm and understanding we were finally told we could get a shuttle from them but we would have to pay again! Out of total frustration I had to accept the offer since there wasn't a manager on duty at 1a.m. I was given the manger [redacted] name and was prepared to follow up with her after our cruise. The driver although friendly, never verified which [redacted] we were staying in, if there is more than one in close proximity the" common sense" thing is to for ask the address, he's been working this job for over a year. The connection was set up through [redacted] so my information was already in their system, the driver informed us that he just gets the information sent to his system and he follows what they give him. I don't know how their system works and being from out of state we didn't know one part of town from another. To have to pay twice for a service that was incomplete from this company's lack of communication was a terrible way to start a vacation. Plus we tipped both drivers as it wasn't the 2nd driver's fault, which did an excellent job, for the mistake of the first. I contacted my travel agent and she has been in contact with Robin another manager of which they are still looking into the case. It's now July 10th almost a full month it shouldn't take a month to make a wrong, right. I'm extremely disappointed in Supershuttle's service, the right thing to do was to apologize and come back to get us to take us to the correct hotel without another payment.Desired Settlement: I need to be reimbursed for a total of $83.00 ($63.00 fee, $20 tip) I will get over the pain and agony of exhaustion and frustration which was "really" soooo much more!

Business

Response:

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

Consumer

Response:

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,

This company sucks!!! I'm surprised they're still in business. I had a reservation to be picked up that the Denver Airport. Plane got in late, but their service counter was still staffed. I was given a boarding pass and told where to meet the shuttle bus. After waiting close to an hour, I called their dispatcher and was told that there were no other shuttle buses running that night. When I asked what my options were, the dispatcher said, "I don't know. Go find a cab or something". I ended up having to rent a car for my trip, which cost me almost five times as much as the service they were supposed to provide. Do yourself a big favor and stay far away from this outfit. They really don't care about their customers.

Review: I booked and paid in advance, a roundtrip pick-up with Super Shuttle from my home to IAD and IAD to my home, effective dates June 17 2015 and June 21 2015. I booked the reservation on June 14, 2015. Although I had problems with the pickup service, at least I got to the airport on time. I made sure to inquire if my flight, arriving at IAD at 11:59 p.m. on June 21 would be a problem for Super Shuttle. I was assured it was not a problem for a pickup at this time and that Super Shuttle vans run 24/7. When my plane landed on June 21, I got a Super Shuttle check-in email. I checked in and was told to check-in again after I got through Customs. I did so and then was abruptly told my Shuttle was cancelled. I went to the Super Shuttle desk at IAD and the representative said there were no vans available. I demanded a refund for the service that I paid in advance. She said my refund would appear on my [redacted] account within 2-3 days and then gave me a receipt. The receipt however, did not appear to be a refund receipt as it said VOID. I was suspicious about the nature of this receipt but I let it go and trusted the Super Shuttle rep provided truthful information about my refund. It has been over one week and there has not been a refund for the services not rendered. The Super Shuttle Rep at IAD gave me false information about a refund. I sent three emails to Super Shuttle and no one has responded or called about this issue. I want a refund for the service that I paid for and that was then cancelled by Super Shuttle.Desired Settlement: I am due a $20.06 refund to my [redacted] account The Super Shuttle confirmation number for the services not rendered, but for services I paid for is: [redacted].

Business

Response:

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

Consumer

Response:

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,

Review: I signed up online and paid to have SuperShuttle pick me and my husband up at our home early on Christmas morning. We were flying to see our family and had no one available to take us to the airport. We were flying back into a different airport, so leaving our car at the airport was not an option. The shuttle was to pick us up between 6:10-6:25 am. Once 6:30 came, I called SuperShuttle to inquire about our ride. The automated system couldn't helped me and transferred me to a live agent. I waited on hold and spoke with someone at 6:35, who put me on hold even longer. She came back to the line, saying that they had sent a taxi to pick us up. I asked her if she meant she had just then arranged for a taxi or if one had already been sent. She simply responded that one was on its way. At 6:48, my husband began packing our luggage into the car. We left our house at 6:50 am. We did not pass any taxi driving through our neighborhood, out of our subdivision and onto the highway. So, there is the first lie we were told. As we were racing to the airport, I called SuperShuttle and told a woman to cancel the taxi that was supposedly on its way. She put me on hold for about 10 minutes, then a man picked up on the line, saying he was a supervisor. He began profusely apologizing for the inconvenience, etc. This made me think that a taxi had not even been on its way. I explained to him that my husband and I were now hoping we were going to be able to find a parking place in our huge international airport at Christmas time, and that we would be lucky if we made our flight. I told him that I expected to be refunded my money and that SuperShuttle would pay for my mileage and parking fees. I told him I was going to have to get my in-laws to come and pick up our vehicle and that was 80 miles round trip for them. I explained that we were not flying back to that airport and would need our car to be home when we arrived back in town for work. He told me yes, several times. He continued to apologize and say that I was absolutely right to ask for these things. He then told me he was notating it all in a case number and gave me that number to use when I called after returning home. In the mean time, my in-laws drove the 80 miles round trip and picked up our car for us. When I got home, I contacted SuperShuttle to ask how to go about being reimbursed and I was told to email a copy of my parking receipt and they would reimburse me. I asked about my mileage and was told that they cannot reimburse mileage. I asked to speak to a supervisor. A woman named [redacted] came to the phone. She informed me that they are unable to reimburse for mileage. I asked her why another supervisor would tell me that they would, and she said, "some of them just don't know that we can't do that." She continued to say that she saw where a woman notated it in the notes, but that she knew that woman and that the woman who made the notation knows that mileage is not reimbursable. I let her know that the person I spoke with who told me I would be reimbursed the mileage was a man. She argued with me and told me that it was in fact a woman and that this woman knows they don't reimburse mileage. I questioned her, saying, "If this person knows they don't reimburse mileage, then why would she put it in the notes? You just told me she put it in the notes." She had no answer. At this point, she told me to send her my receipt via email and she would reimburse me for the parking. I got her email address and hung up. But, a few minutes later, I realized I was not happy with the answer she gave me, nor was I happy with the level of customer service. She was extremely rude, had no sympathy and had done nothing to try and resolve my issue. I called back and asked for a supervisor. Well, [redacted] answered the phone again. I told her I wanted to speak with her boss, so she transferred me. The phone rang and rang and I was sent to someone's voicemail. I left a message with my name, number and the case number and asked to be called back. That was 1 week ago, and I never heard back. Several days after emailing [redacted] the receipt, I got a check in the mail from SuperShuttle for $16. My parking receipt clearly had $45 on it. I emailed [redacted] and asked if she knew what this $16 check was and if my $45 check was on the way. Her email simply reads, "The corporate office only reimburses for the difference in cost." Nothing else. So, if this is the case, they took out the $29 that I would have paid for the SuperShuttle service. So, I am still coming out PAYING $29 for this terrible experience! At NO point did she or anyone else tell me that they were only going to reimburse me for $16. This is absolutely ridiculous. I wrote her back and told her I was no satisfied with this resolution. I told her I'd left a voicemail for her boss last week, but had not heard back. I gave her my number and told her to give it to her boss to call. It is now 24 hours later, and I have not heard back from either one of them. This is extremely bad business. I write all this because A) I want the mileage and the remaining $29 that is due to me and B) This company lied to me OVER and OVER again and I want anyone who is considering using them to know this. My husband and I spent a long time driving around and around in that parking deck trying to find a spot, and had to run through the airport after getting through ticketing and security. We arrived just as our plane was boarding. If we had waited another 2 minutes on SuperShuttle's taxi, we would have missed our flight and missed our Christmas with family.Desired Settlement: I would like a phone call from a supervisor other than [redacted]., as she seems to have no desire at all whatsoever to help me. I am demanding that I am fully refunded the rest of my $45 parking fee ($29) and for the $45 in mileage (according to government rate) for someone to have to come and pick up my car. All of this was not only an inconvenience to me and my family, but extra expenses we had to incur because SuperShuttle failed to hold up their end of an agreement, first of all, to pick me up and second of all, to pay back what they said they would.

Business

Response:

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 resolve their concerns. Sincerely,Customer Advocacy

Consumer

Response:

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 received a call saying they will send me a check for the remaining amount owed to me for mileage and parking. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had paid in advance about a week in advance for Super Shuttle to pick us up from the port of Galveston to take us to [redacted]. Pick up time was supposed to be at 8:40. I received a text the day before telling me to be ready at 8:40 for pick up. I called the morning of pick up before getting of the ship to make sure transportation would be available, was told to call once I got through custom. called at about 8:15, got automated message stating transportation was in route and on time, spoke to someone who confirmed that. At 8:47, no transportation called got same message stating transportation was in route, spoke with someone who told me I should have called once I got through customs, explained that I did and her response was that there was no available van & it would take 45 minutes. Spoke with supervisor who advised that I find other transportation, even though I had prepaid with them. told her that was not acceptable, she was rude and after arguing with her she told me transportation would be there in about 15 minutes. Feel that customer service was not good, did not receive the service I paid for and will not use them again even though the driver was great.Desired Settlement: I would like some response from Super Shuttle and some montary settlement if possible . I made a complaint online and received a response stating someone would contact me. The service was for 11/9 and I contacted them 11/10. Got an email stating someone would contact me and as of 11/21 have heard from no one.

Business

Response:

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 thecustomer and has attempted to resolve their concerns. Sincerely, Customer Care

Review: on 5/3/14 I made a reservation for airport pickup from Tampa International to drop off at my home. reservation was for 11:30pm. Van arrived at 1:16am on 5/4/14 after numerous calls to supervisors and main office, including calls from airport operator. I called and requested refund for unacceptable service. company agreed and issued a case number for the refund. They apologized and confirmed a full refund would be issued. Van did not arrive till 1:16 am. driver said that they were short vans and drivers and they shouldnt have taken my reservation. He also said I should have been offered an alternative vehicle, which I would have paid for at that point, but I was not offered anything. It took almost 3 hours to make a 45 min ride home.

I also made a driver safety complaint as the driver would stop in the middle of an intersection at a green light, not knowing were he was going, continued to make phone calls and talk on his cell phone while driving, that is against the law in Florida, and eat while he was driving.

on 5/7/14, I contacted the company to find out where refund was and was told they were only authorized to give a $50.00 refund not a full refund. I told them that was not what I was promised and they needed to honor their agreement of a full refund according to their case number. I was transferred to an unnamed supervisor's mail box, left a message and have not yet gotten a response or my refund yet. I will never use nor will I recommend this company ever again. I will take a taxi at double the price next time! shame on this company! terrible service.Desired Settlement: I want a full refund of my $72.00 charge and the $10.00 cash tip.

Business

Response:

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: On June 8, 2015 I sent the following information by e-mail to SuperShuttle:On May 28, 2015 I booked round trip transportation for two people between my home at ** Grant Street, Needham, MA and [redacted]. The outbound was scheduled for May 29, 2015 and the return for June 7, 2015.On May 29, 2015 we took the outbound trip to the airport.On June 2, 2015 at 4:15 am we received a confirmation e-mail from Super Shuttle regarding this trip which I have attached.On June 7, 2015 we arrived on schedule at Logan Airport and I called for our van at approximately 1:30 pm. I spoke with your representatives Afrika and James who advised me that Super Shuttle had discontinued operations to and from [redacted] and that an e-mail had been sent canceling my return trip on June 2, 2015 at 1:15 am. This is strange as the only e-mail I received from Super Shuttle was a confirmation on June 2 which was sent 3 hours later although that might reflect the difference in the sending and receiving time zone.My [redacted] credit card account did receive a credit for $50 on June 2, 2015 which would have been the cost of the return service.We had booked this thru the Super Shuttle website and therefore had a binding contract with Super Shuttle for this service. Super Shuttle failed to provide the service contracted for and did not successfully notify us of its attempt to cancel the return. We were forced to take a taxi home at a cost of $88.05 evidenced by the attached receipt.As a result of Super Shuttles breach of contract we have damages to date of $38.05 (i.e. the difference between the taxi fare and the contracted price of $50).Please send me $38.05 at my address set forth below to reimburse me for the damages regarding this matter.Desired Settlement: On June 21 [redacted] replied by e-mail: SuperShuttle could refund the amount request less the tip and needed a clearer copy of the receipt.One June 21 I sent following e-mail:The receipt is now attached. It is a bit faint because the Taxis printer didnt work that well.The total cost is $88.05 with the tip. I require payment of the full difference including the tip as there was a tip included in the Supershuttle contract. Otherwise, I will pursue a small claim against Supershuttle.

Business

Response:

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

Consumer

Response:

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 received a phone call last week asking for my address and telling me that they would be sending me a check for the disputed amount which is acceptable. However, I have not yet received the check and don't think this matter should be closed until I receive the payment.

Regards,

Review: I had a scheduled pickup at the [redacted], New York, NY on Monday, September 22nd from 3:20 - 3:35, to go to [redacted] Aiport for a JetBlue flight at 6:30 AM. My confirmation number was [redacted] and I paid $16.49.

I got a text message at 3:30 that my SuperShuttle had arrived and went downstairs but there was no such SuperShuttle. The concierge told me no SuperShuttle had come by or knocked on the door to pick up a passenger.

I called Customer Service and the operator told me my driver was a man named [redacted] and he was at the [redacted], then told me my address. I was at the [redacted], not the [redacted].

I waited until 4am and called again, after a half hour of no SuperShuttle, and the operator told me the driver left at 3:35 AM when I didn't come down to meet him, yet he never showed at my hotel.

I went from spending $16.49 in addition to another $40 for a yellow cab I had to take instead due to [redacted]'s not knowing how to find an address in New York City.Desired Settlement: I'd like a full refund an a year of complimentary rides from SuperShuttle.

Thank you.

Business

Response:

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

Consumer

Response:

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,

Review: Arranged for shuttle to pick my husband and I up on Apr 18th @ 5:30-5:45 am. I called the night before, talked with a live person to confirm. Then asked for an e-mail conformation. At 8:00 PM received call recording also confirming our pick-up for next morning. We were ready with suitcases in hallway of our apt complex. Apt door wide open. Our main door of complex has glass on both sides of door. We were able to see outside. We kept pacing back and forth looking for shuttle. At 6:00 I placed a call person said we were a no show and van left. We had to find our own way to airport. Person said we called your cell phone and said driver was outside and would leave in 3 min. My cell never rang. Grant you I can blame my phone.....it went right into voice mail. My issue is the driver could not get out of van and go less than 12 feet to ring a door bell. What kind of service is this? We jumped in our car driving fast to make our flight. I ordered the shuttle to make it LESS stressful for us ......my husband is 73 yrs old. We had to park in long term parking lot @$13.00 a day and had to go a long distance with suitcases to reach airport one of our suitcases had no wheels and my husband was really struggling with it. I was so stressed. I thought he was going to collapse on me. Our flight was boarding when we arrived. When I called the company to cancel the return pick-up and ask for refund they said it would be reviewed and get back to me in 3 days. I called back 5 days later. My case # is [redacted] gentlemen said you were a no show. I said WHY didn't the van driver get out and ring door bell? He said oh they are not required to leave the van. I said oh so the driver was not even going to get out to help place luggage in van he said no. That's an extra service you would have had to order like limo service or something can't remember. I said if you would of said be out on the curb between 5:30-5:45 we would have. You didn't specify this and we being elderly just waited in apt. I told him I really don't think the driver was at our bldg. Our complex is large many bldgs. He said our driver has GPS. He then said all I will do is give you half your money back or give you a voucher. I said no I wanted my full refund back. I told him I wanted to talk to his boss and he said I am the case manager. I feel this is terrible customer service. I used this same shuttle service in Phx Az and they do get out of van and come to door and carry luggage out for you. The service in [redacted] is awfulDesired Settlement: I really feel I deserve a full refund and they should pay for my added expense of the long term parking and an apology.

Business

Response:

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 needs to speak to the customer to help to address their concerns. Sincerely, Customer Care

Oh Super Shuttle, where do I even begin? You have let me down so many times yet this seems to be the one that most requires a claim to be filed if not legal action.
On Saturday May 10 I arrived at the MCI airport to be transported to my mother's home in Leawood. I waited outside on the curb for roughly 20 minutes before my driver appeared. He was not friendly or helpful, but I did make the journey safely from Point A to Point B.
The incident that enlightened me to the fact that you do not care about your customers occurred on Sunday, May 11. My shuttle was set to arrive between 3:45-4:00pm for a 5:25pm flight. I sat for my last bit of time with my mother, holding my cel phone as not to miss my driver's call. No one called and no driver showed. At 4:08 I called Super Shuttle customer service. After spending 4 minutes on hold, I was connected to a human who put me on hold for another 6 minutes. Losing time, I hung up and called again. Luckily I was connected to the same human [redacted]. She told me my driver had listed me as a no show, yet he never called me and never rang my house doorbell or knocked on the door. He did not make it known he was there, so really he was the no show. Am I supposed to be psychic as to when the van pulls into the driveway? I do not have dog's hearing and I was not aware that it was necessary to have in order to make a reservation with your company.
[redacted] said she would transfer me to a manager to figure out the details of a new shuttle. I was directed to a voicemailbox. I called the customer service line a third time and was connected with Roy who, after hearing the way he treated me, I did not believe he actually worked in customer service. He took no responsibility for my plight, did not offer a solution or even an apology. I complained that this was outrageous! There was no way within 10 minutes that my driver could not turn around to get me especially because I had paid for a PRIVATE shuttle! Where did he disappear to?? I told Roy I was frustrated and that they really needed to pull it together to get me to the airport. He responded "No maam I think YOU need to pull it together" to which I was dumbfounded! I asked to speak to his supervisor and was abruptly hung up on!!!!! What kind of people are you hiring in your call center if they cannot deal with customer issues in the field, let alone live up to the expectations customers have when booking with you? This person I spoke to could clearly not control his emotions, and speaking to an upset customer was upsetting him. As someone who works in travel customer service myself (albeit the luxury sector), I felt like I was being attacked and in NO way assisted. I have never felt so disrespected and badly treated by a business in ALL my life. This takes the cake, and I fully intend to repeat this complaint on Yelp and to the Revdex.com.
Finally a manager called me to apologize and said a claims department would be in touch the next day (Monday, May 12). Here it is May 20, and I have not been contacted by ANYONE from Super Shuttle OR received a refund for the ride I was not given the opportunity to receive.
The event ruined the remainder of my mother's day, as my poor mother who had recently had surgery had to drive me to the airport unexpectedly. I nearly missed the flight.
I will not be using super shuttle in the future and I will advise any human I come in contact with to avoid you at all costs. The way I was treated and the way that my issue was handled is completely inexcusable, and if I don't receive a refund I will simply call my credit card company and have them remove the entire transaction.
I look forward to speaking with someone who has some idea of what good customer service means.