Supershuttle International, Inc.

I made a reservation with Super Shuttle on July 2, 2013 to be picked up the following day the the San Jose airport and dropped off at my home address. I did not know at the time that there was a BART strike going on, which the Super Shuttle drivers were also honoring, but Super Shuttle DID know, which means they knew they might not have drivers available to pick me up at the time that I made my reservation. No mention was given about the strike to me. When I called from the airport the next day for my pick up, I was informed that there was no one available to pick me up. When I asked why I was not warned that this might happen, I was only given an apology, but not reason. I was left stranded airport for several hours after a 14 hour travel day.

I took this shuttle from LAX last night for the last time...EVER! I live in the IE and had a reservation that I made over a month ago. At first I was told that my reservation had already been used. Then I was told that they were looking for a van. 20 min. later, I was told a van was on the way. 10 min. later, the driver refused to drive me to the IE. Then I was told that there would not be a driver until 4AM. I was curbside at 1:30AM! Oh, also when I asked to talk to the supervisor, it took her 20 min. to get curbside and she would not even look at me or speak with me...she just drove off. I tried to get a refund and was told that the computer could not process it at that time. So, I went to the car rental and was in the midst of getting a car when a driver called me and told me that he would drive me home. This was at 3:15AM. I just do not understand how this company is still in business...their job when I hired them was to drive me from point A to point B...that is what they do....and they caused me nothing but grief. I do not recommend Super Shuttle to anyone!!! Their customer service is awful!!!!

Review: On February 9, 2015 I made and paid for a reservation with SuperShuttle for my upcoming travel in Washington DC. My confirmation number is 4245242. The travel date was May 1, 2015 from Reagan International to Dulles. I arrived at Reagan at 2:22pm, collected my suitcase, checked in via text message with SuperShuttle and was at the SuperShuttle desk at 2:50pm. I was told that my wait would be "less than 7 minutes". Fifteen minutes later I asked about the delay. I was then told that my van was "on the hill" and would be in shortly. At 3:15pm I was finally seated in a van with three other passengers and we were on our way. The delay was such that I would still make my flight at Dulles, but I would need to be efficient about checking my bag and moving quickly to my gate.

My reservation was for a shared ride from Reagan International to Dulles (as was the case for two of my fellow passengers). What actually happened was that the fourth passenger was booked from Reagan to his home in Manassas Virginia and the driver chose to drive that passenger home first. This resulted in the shuttle taking nearly two hours to get me and my fellow Dulles passengers from Reagan to Dulles. As a result, I missed my flight to Copenhagen; a flight that only leaves Dulles once per day. I was therefore booked on the flight for the following day and had to spend the night in DC.

This situation was particularly distressing because none of us were told in advance about the route or the much longer drive time until we were already well on the way to Manassas. The passenger who was to be driven to Manassas asked the driver to please change the route and drive instead first to Dulles, but the driver said he would lose fifty dollars by doing so. We three who were booked to Duylles were in agreement that, had we known in advance how long the trip would take we would have made other arrangements.Desired Settlement: To resolve the problem, I would appreciate the refunding my actual costs incurred as a result of the lack of communication and inadequate service. I have sent SuperShuttle customer service copies of receipts for my hotel room and two of the three meals I had to pay for. In addition, of course, I expect a refund of my SuperShuttle reservation. The total amount is $187.32. (Fortunately Scandinavian Airlines was kind enough to allow me to fly on the next day's flight without extra cost, which was absolutely not required since the late arrival was not due to any fault of theirs, so that SuperShuttle will not be asked to pay for what would have been a rather expensive flight.)

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 prepaid $57.20 for a roundtrip service with Supershuttle to/from [redacted] airport and the [redacted]l. During my return trip Supershuttle failed to pick me up. My pickup time was 510-525p. At 505p I was waiting in front of the hotel. At 515p the hotel doorman notified me that a supershuttle van had just left from around the corner, out of sight of the hotel entrance. I called immediately to check with the supershuttle call center who put me on hold for 10 minutes and then told me that there was nothing that Supershuttle could do. Supershuttle claimed that the driver was at the pickup point, but clearly the driver did not go to the front of the hotel where all other taxis and shuttles enter for pickup and dropoff.

As a result, I had to take a taxi to the airport which cost $75.

I contacted Supershuttle 3 times to try to resolve the issue, first by phone on 11/9/13, second by their contact us form on their website on 11/10/13, and third on 11/20/13. They assigned my case a Customer Advocacy number of [redacted] but did not respond or take any other action.Desired Settlement: To refund half of the prepaid roundtrip fare ($28.60) plus the taxi fare of $75 that I had to pay out of pocket in order to remedy problem created by 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 Advocacy

Business

Response:

To Whom It May Concern,

Thank you for providing the information pertaining to the complaint for [redacted] and allowing us the opportunity to research their complaint. SuperShuttle has contacted the customer and has reached a mutually satisfactory resolution.

Sincerely,

Consumer

Response:

[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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On Dec 17th I paid for a roundtrip service, dates as follows Dec. 17th p/u at 8:00pm conf#110481 from residency to [redacted] airport. On January 2nd at 10pm, I didn't get p/u conf#11482 for pickup on the return visit from [redacted] Airport, due to my reservation was made in error with SuperShuttle company to be pickup on Dec. 18th at 10pm. So here I am with my guest strand at the airport, I spoke with the SuperShuttle supervisor which showed no certain to resolve the problem by allowing us a free ride back home while, they square out the credit I had on file. I ended up paying out of pocket additional 62.00 to get a taxi cab to bring me home. On Jan 12th I called SuperShuttle to sort out my refund but I was told Mozio was contract through their 3rd party carrier. I should seek refund from them. But on my intenrary it states Supershuttle who I conducted business with. Everybody is trying to pass the bucket in the blame but nobody is satisfying the customer, myself in refunding my money. This is not the first encounters I had with Supershuttle, but in the last instance I just ate the cost, I will no longer be taken. This entire ordeal from Supershuttle cost me advantage of ANYMORE!!!! This ordeal has been a horrible experience on my part, plus costly expense out MY POCKET....Desired Settlement: I would like a refund for my return visit which I never got a chance to use.

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: I booked my shuttle online to get me to the airport for Thanksgiving holiday, paid for it, and even CALLED the morning of pickup to confirm and make sure the shuttle was coming. Due to the inclement weather, I had asked whether they preferred me to change my pickup time to earlier and whether they foresaw any delays because I was willing to WORK with them and be FLEXIBLE. Being in **, I was told by somebody in [redacted] to keep my appt as is because everything was on schedule.

My pickup time was 2:07, but I had expected at least another one hour commute due to the snowstorm. I called the [redacted] number as I left for the pickup location and was told my shuttle was on time. I called again when I arrived in [redacted], 45min later (talking to a different person each time). This time I was told that they were late and the dispatcher "didn't know" when my shuttle would arrive.

Throughout the next hour plus, I would call four more times, waiting outside the metro station, in the snow. Each time speaking to a different person, having to explain that my shuttle never showed up despite the safety precautions I tried to set up for myself (ie. inquiring about inclement weather policies ahead of time). I had blanket "corporate" policy thrown at me, and told that I could not get the direct number to shuttle dispatch, get the name or number of the driver, have the ability to communicate with one concise person who knew the situation instead of a different ‘agent’ every single time, and was told that I just needed to wait because the shuttle was evidently just "delayed" and on its way. To top it off, I had to be put on hold every single time I called, and have “agent” call the dispatch center, which in turn would have to call the driver.

It wasn't until 3:17pm, over an hour I had been waiting for a shuttle and well past my pick up time, did "customer service" call me and tell me nobody was picking me up. By then, I had only 2hrs to get to the airport, go through security, take the airport tram to my gate, and board- on the day before Thanksgiving in the middle of inclement weather. And it wasn't until then that "customer service" said they were ordering me a cab, which would have taken God knows how long to arrive. In fact, I had already hailed one of the last cabs available and had been in the car for 20 minutes when I got their phone call. I would not have made it on Super Shuttle's timetable. I had no advanced notice like I was supposed to get, and was strung along until the 11th hour despite my calling "customer service" numerous times.

This was a clear breach of contract. I hired them for a service and paid for it. Supershuttle failed to fully or adequately fulfill their obligations. I have damages. I had to pay $46.62 for an emergency cab ride to the airport. While I was refunded the $28.00 I originally paid, my reimbursement check was only $10.85. Supershuttle short-changed me $7.77, and in addition, my check for $10.85 FAILED TO CASH when I tried to cash it. Thus, Supershuttle has failed to reimburse me and pay for my damages that they have caused.

Throughout all this, I have had to call the 888 number almost on a daily basis due to the lazy, half-assed work that is done by their company. Nobody followed up with me when I filed an internal complaint. Nobody followed up with me when I requested information about my check. I have had to take the time out of my work day (since their customer cr is only open from 6am-4pm EST Mon-Fri) and call consistently because my matter has been ongoing and has not been resolved. Aside from the breach of contract, there are clear customer service issues.Desired Settlement: I want a cashiers check in full, reimbursing me for the amount I lost in cab fare, at the very lease.

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

Review: I ordered Ground Transportation through [redacted] for transportation from Phoeniz Airport to Hoel and Hotel back to Airport. Super Shuttle would not accept the vouchers from [redacted]. They only said they don't ace[t vouchers from certain cities. However, It is clearly advertised on [redacted] that this service was provided. I paid $56 dollars for these vouchers and got NOTHING. I had to pay more money for ground transportation!! THIS IS ILLEGAL and I will not allow this to happen to me!Desired Settlement: I want to be be compensated for money paid for my vouchers that were no good and reimbursement for money I had to spend on other transportation. Super Shuttle also needs to realize that they cannot falsely advertise service on [redacted] or other travel sites.

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. I have received a full refund of the money I paid to Super Shuttle.

Regards,

Review: We reserved roundtrip transportation for [redacted] airport. We were scheduled to be picked up from [redacted] resort on June 10, 2014 @ 9:05am. Driver never showed up, I called several times and was told to call international number. The concierge at resort finally got someone on the phone and was told it was a mistake on their end and it was too late to send a driver but to catch a taxi and we would be reimbursed. We paid $95 to get to airport before we missed our flight. In [redacted] taxi cabs don't give receipts, the resort gave us a copy of certificates they use for taxi drivers to get paid. I was told we wouldn't be reimbursed because their receipt say certificate. I don't care what it say I know we paid $95 cash. Its no fun being stranded in another country.Desired Settlement: Reimbursement for the full amount of cab fare $95, I don't want credit or partial credit because I'll never use company again.

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: Hello,

SuperShuttle Reservation Confirmation [redacted]

I booked a return trip online for SuperShuttle. I received an email confirmation for the trip. My return date was December 26th.

When I went to the Supershuttle counter on December 26th, I was told by the Supershuttle agent that my return date in the system was December 20th and there was nothing he could do for me since that date had passed, even though the trip was unused. He asked me to call the customer service number, and the rep on the phone said the same thing.

After about an hour of waiting and calling, Supershuttle said they could take me home only if I paid the fee for a trip AGAIN! At this point, I had traveled 16 hours, taken two buses and two flights to get to my destination, and I just wanted to get home; it was also 11:30pm at night and I had to be at work the next day. The agent asked me to pay for the trip and contact customer service in the morning for a refund.

What I do not understand is why I have an email confirmation for a trip from Supershuttle that has my return date as December 27th and then Supershuttle does a bait and switch and tells me that the date in their system is December 20th and it is somehow my fault.

I waited unnecessarily at the airport, spoke to so many Supershuttle agents, went through so much hassle for a trip that was booked CORRECTLY on my part (and I have an email confirmation to prove it) but that Supershuttle somehow screwed up on their part.

I want the value of my ENTIRE trip refunded, included the extra money they took from me for no reason.Desired Settlement: Refund of my ENTIRE trip ($34 plus $20) for unnecessary hassle and recharge for what I already paid for.

Just gonna copy and paste the complaint I sent to SuperShuttle 9 days ago, which they haven't responded to, except for assigning it a case number...

Last night (Mon Apr 4) I landed at LAX. I'd intended to take my usual FlyAway/Metro route home, but my arrival was delayed and I wasn't going to make the last Metro train. So I went over to the Super Shuttle area at Terminal 4. I told the agent (Brian, [redacted] guy) that I was going to Studio City. He radioed someone, then told me the next van to Studio City wouldn't arrive for 45-60 minutes. I told him I'd wait. That was at 11:45pm. At 12:40am, Brian's replacement (older [redacted] woman) asked where I was going. I said Studio City. She said SuperShuttle doesn't have any vans going to Studio City. WTF? I told her what Brian told me. She didn't know what he was talking about and reiterated that SuperShuttle doesn't serve Studio City out of LAX. At that point, long after I'd expected to be home, I took an $84 taxi ride back to my place. Much more expensive than $10.75 for FlyAway/Metro, or whatever SuperShuttle would have cost, which I think is about half the taxi fare. There was another traveller during my 55-minute wait who got into a nasty argument with your [redacted] agent. She later told me that Brian also [redacted] that one up...that traveller had a reservation paid in advance for a ride to Glendale, and Brian said a van was on its way, but he lied and then went home for the night. So now, a few questions: 1. WHY THE [redacted] did you make me wait 55 minutes for a van to Studio City that was never going to arrive? 2. When did SuperShuttle stop serving Studio City? HOLY [redacted]. There were vans going to Orange County. And yet you no longer service neighborhoods in the city of LA? 3. Has Brian been terminated? Obviously I'll never use SuperShuttle in LA again since you've ceased operations in the Valley. I've used you in other cities, but I'm not gonna do that again unless you give me a reason to ($). I'd appreciate a complete HONEST explanation of what happened to me last night and reasonable consideration toward future trips. Hopefully we can resolve this without my having to go on Yelp, Revdex.com, etc. :)

I want to express my dissatisfaction with this company "super shuttle Blue" and it is sad that this business is allowed to operate this way.

Our son lives in Washington DC and made plans to come to Idaho to visit over this Christmas holiday (12-25-2015). a month before his trip he made arrangement with this Super Shuttle Blue to pick him up at his apartment and take him to the airport. The driver showed up in time and on the way there the driver got lost several times stating that he was not failure with the area. This caused my son to be late and was in a hurry to get on his flight. Our son left some of his luggage in the shuttle and it wasn't until he was because he was in a hurry. He had no choice but board the flight. He called the Super Shuttle and reported the missing luggage giving them the driver's name. Our son was contacted later that day and was informed that the luggage was found. Our son asked if they could send the luggage via UPS to Idaho, and he was told no and if he wanted it back he would have to pay for the shipping or come pick it up. Several day later he finally made arrangements to have his luggage shipped to his home in Washington DC but had to pay for the package. This incident would not have happened if they had a driver that knew the area.

On 01-04-2016 in the morning my wife and I were driving our son to Boise, Idaho to the airport. On the way there he called Super Shuttle to confirm his pickup. The person that our son spoke to stated that they had him on the list and would have a shuttle waiting at [redacted] airport when his United flight 17 arrived.

When our son arrived at [redacted] airport (0130 hours) he called and spoke to the Super shuttle and they said that they were waiting for him. Our son told them that the plane had just landed and needed to get his luggage. The driver asked that he hurry. Our son got his luggage and ran to the shuttle pickup. When he arrived he was told that the super shuttle left leaving him stranded at the airport. Our son asked for the next shuttle and he was told that they had no other shuttles for the night and he was on his own. Our son is 23 years old with two large suitcases and there was no way he was going to walk home.

Our son after several hours had to make arrangements to get home and arrived at his home at 0330 in the morning.

Our son was refunded for this trip but that is the least they can do. This company is lucky that our son was not attacked or injured due to their negligence and breach of contract.

Review: Was communicated to me that I would be waiting 15/20 min for the shuttle and that it might be more at peak times. My reservation was off peak and it took the driver 75 min to get through two terminals! Mine was the last terminal. Dispatch promised me a refund and free ride if they didn't show up in 10 min. 4 min later when I checked the map for their status, my ride was "complete" and I could no longer see the shuttle. I called back, sorry that was a mistake. 15 min later still nothing.

Got an email saying my ride was cancelled. Zero mention of this free ride, zero effort to compensate for the wasted time, zero customer service at all.Desired Settlement: As promised I want to be compensated for wasting my time.

Business

Response:

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

[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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I reserved a shuttle from the [redacted] to the [redacted] airport on Saturday, April 12th. Reference # [redacted]. Hotel staff indicated to me that the shuttle had arrived. I told the shuttle driver my name and he said I should board. He mumbled a name that sounded correct to me. We waited for two others to board. On the way to the airport, the other passengers said they were going to the Hobby airport not [redacted]. At that point, I asked the driver and he said he was going to the Hobby airport. He called into his office and said there would be no refund and it was my fault for getting on the wrong shuttle, No other help from the driver. I asked him to let me off at the nearest hotel and then took a cab to the correct airport. I called customer service. Heard back from them that there is no refund available. They said "I understand you boarded the wrong van but resources were allocated and we will be unable to refund your fare." However, the shuttle driver told me to board when I told him my name. There was no written receipt or confirmation from the shuttle driver and he did not tell us where he was going until I asked him 20 minutes into the trip. I am not from [redacted] and did not know that there were two airports. Very poor communication.Desired Settlement: refund credit card for the amount paid.

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 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 was charged online for services that I did not receive. I also got billed for the TIP as well. I would like my FULL refund.

I did not get picked up by the service and also was charged for the TIP that I thought was insane since I didn't get picked up. I would just like my full refund.Desired Settlement: Full Refund $31.86 back on my AMEX card

Review: 2 weeks ago, on the 8th of Aug I was on a super shuttle airport transfer from NYC to LGA.

Under reservation number [redacted]

and name: [redacted].

During the trip and while we were driving around Manhattan to pick up other passengers the shuttle encountered a flat tire and had to stop and get a tire change in the middle of Manhattan near the central park ([redacted]).

The driver informed us that this will take an extra half an hour and after that he still has to pick up more passengers from 2 more locations in Manhattan.

In addition the shuttle arrived late for the pick up location (15 minutes past the agreed appointment window-time). so far that is 45 mins late.

And as it was rush hour in NYC at the time the driver estimated another 20-30 mins delay for picking the rest of the passengers.

Due to this incident of the flat tire and the accumulation of delay time which will result in arriving 1h late to the airport past the booked reservation with super shuttle, I couldn't risk losing my 500$ flight and keep waiting for the shuttle to be fixed and who knows if he might need extra time.

I had to take off out and take a taxi to the airport that costed me 40$.

I filed a complain to supershuttle at the same date and they gave me a reference number [redacted] and a promise to be contacted again by a higher Customer Advocacy.

To date (2 weeks passed) I didn't get any response from supershuttle.

I request to get a reimbursement for my trip in matter of a refund plus the cost of the taxi that I had to take to not lose my flight.Desired Settlement: $16.33 shuttle cost + 40$ taxi cost. Total 56.33$

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 Advocacy

Review: Failed to provide shuttle services that had been prepaid.Desired Settlement: To be refunded for cost of taxi which was more than the prepaid amount of shuttle.

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:

[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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

For the last two times where I have attempted to use the supershuttle service I have found their service extremely unsatisfactory. Both times I had used their web site to schedule a "pick-up" at [redacted] and a drop-off at my home. Both times my indicated time was after midnight BUT correctly indicated on my reservation. Both times I arrived right at the time I had indicated on my reservation and was told that I would have to wait over an hour for a shuttle to be available and if I did not want to wait I could cancel my reservation?? What type of pathetic customer service is that and why would I be given a confirmed reservation only to be left high and dry at my scheduled pick-up time?

Review: On 6 July 2015, I called and reserved SuperShuttle to take me to the Sacramento, CA International Airport on the 14th of July I made a return reservation for 20 July. I was told I would be picked up at 2:20 a.m. I was then the driver picked up a second person, I believe in Woodland, CA. We then headed up 1-80 east, and when I looked up, because we were driving so long, I saw the I-80 split to Reno, NV. The driver proceeded on to pick up a third person, turns out it was couple. The other lady in the van with me, looked on the vans computer, and said, the third person, who was a couple, weren't supposed to be picked up until the two of us were dropped at the airport, as we both had a 5:20 a.m. departure. The driver didn't have his phone, so out of the goodness of my heart I loaned him mine. Well, he went into the couples house, after their lights came on, and then I saw the customer with my phone. The van driver said he needed to call dispatch. At any rate, the couple wasn't ready (they were not supposed to be picked up until after we had been dropped off at the airport. It took the couple and van driver about 20 more minutes to get ready and get in the van. We finally got to the airport, the van driver took the second pick up to her terminal, then we had to circle the airport again, to get me to my terminal. I paid for early check in with my airline, and when I finally got to the check-in counter of my airline, it was 5:10 am. I had been on the van all of that time. The airline agent said I had to run to get to the departure gate which was up the escalator, take the tram. I'm a disabled Veteran and can't run, plus, I'm a senior citizen. I did catch my flight, and was the last to board. On my return to Sacramento International Airport on 20 July 2015. I went to the Supershuttle check-in desk and checked-in. There were four people who came after me, who waited about 10 minutes who were going to Elk Grove, CA, and they were called and left. I then got 3 (Three) text notifications from Supershuttle with three different van numbers, and three different driver numbers. I went to the desk to ask the lady and she wasn't helpful either. Now, Supershuttle knew on 6 Jul when I was returning, so I can't understand the confusion. It took about 45 minutes to finally get a van that took me to my house. I called and complained to Supershuttle on 14 Jul, with Case #[redacted], and spoke with [redacted] of complaints. I then called again on 20 Jul to complain, with case #[redacted], with Rene. After all this, I tried to called Supershuttle numerous times today, 27 Jul, and the line stays busy. The van driver on 14 July, after I let him use my phone (which is a ATT Go Phone, that I'm charged by the minute, he had the audacity to clear the history of that call, which I just found out yesterday, 26 Jul 2015. As I said, I paid Supershuttle $106. I paid for early check-in with my airline, which I couldn't use, as I was riding on the van for 3 hours on the 14th of July. I am a disabled Veteran, and feel that Supershuttle hasn't even tried to contact me, even though I've made two complaints. They have both my home phone number, and cell number, as well as my email address, and as I said, I've not heard from anyone at that business. I will never use their service ever again. It's inexcusable that anyone should be treated this way.Desired Settlement: I request a refund of the amount I paid my airline for early check-in and the cost of the phone call their driver incurred Go Phone on the 14th of July. How much? Don't know since the driver was devious enough to delete the history on my phone before returning it to me. Whatever is fair. And, yes. I want an apology from Supershuttle for such shabby treatment of me. Yes, I did make my flight, but that's beside the point, I'm disabled and had to get to my departure gate the best way I could in light of my disabilities, and paying for a service that I couldn't use because of their drivers mistake, and the devious way the driver deleted the cost of his phone call to dispatch using my phone.

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: Super Shuttle left hundreds of flyers at every apartment ([redacted] Campus affiliated) advertising a $45 round trip price for transportation to and from Denver airport for [redacted] students. This price could not obtained on the website, and when I called them at the number on the flyer, they said they would not honor the advertised price because that price was only good on the campus. That was not disclosed on the flyerDesired Settlement: This false advertising should be stopped and all students trying obtain the rate should be offered some compensation

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 to discuss their concerns.

Sincerely,

Customer Advocacy

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.

Regards,

I have not been contacted by Super Shuttle

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 directly and has emailed and left several voice mail messages from 11/19/13 through 12/4/13 with the customer’s contact information that was provided, to further discuss the promotional materials in question. SuperShuttle has had no return contact from the customer.

Sincerely,

Customer Advocacy

Review: I was traveling with 2 other persons. The ride from [redacted] in [redacted] was one of the most hairraising experiences I have ever had. Here is a brief, for starters, there was not enough room for the luggage in the back. so, the driver stacks it the side door and the seats blocking egress for the passengers. Then he proceeded to drive like a bat out of hell! Constant jack rabbit starts followed by near panic stops. Hi speed cornering that forced us passengers to hang on for dear life. He also downright ran 2 stops signs and didn't even come close to a full stop for a bunch of others. Went the wrong way on a one way street. All the while talking the ear off the front seat passenger! From [redacted] Mr [redacted] does not take a direct route to the freeway. He is wandering the city streets like he does not know where he is going. We end up at the top of a circle and swing around back down the road we came up. And when we finally do get on the freeway ghings calm down some. Partly because the driver has us in the fast lane going faster than everyone else. Then he decided to pick up the cell phone and make a call! Right after being dropped off at the airport I called Super Shuttle and told the lady that the driver was a danger to his passengers and the public and needs to be called back to the yard and stopped from driving. super Shuttle said they would email me a complaint form. But, they did not. I filled out a form requesting to file a complaint and have not herd backDesired Settlement: A full refund for myself and the 2 others I was travelling with.

Also, some passengers gave him a tip. Under the circumstances you should refund that back to the passengers. Mr. [redacted] didn't earn it.

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 talked to [redacted] at Super Shuttle on 9/23/2013 at [redacted] local. She apologized repeatedly and said that I received a refund. I wanted some most basic info on what happned to the driver. I am very concerned that this guy is still on the road placing the public at risk. Of course, [redacted] wouldn't tell me anything. If you could find out something in the most general way like, he got some training, or something I would sleep better at night.

Thanks for your help.

[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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,