Supershuttle International, Inc.

My wife is alone in NYC, she trusted Super Shuttle for her shuttle to [redacted] and this is what happened.

She came across the driver at the building (he was African American and had an Asian person on the passenger seat), because he was early he apologized and told her he was going to wait until she came down with the luggage. Again, she is alone in NYC and had to carry 2 large pieces of luggage by herself.

When she was on the street... HE WAS GONE.

That's not it.

I called, a very nice lady tried to help, no luck. She puts me through with "Supervisor [redacted]", who puts me on hold for 20 minutes, he comes back and says that he is looking for a vehicle in the area. My wife was telling that at that time 3:30 pm in Manhattan, was crawling with SS vehicles. But after 10 minutes on HOLD ... HE HUNG UP ON ME.

I am looking for my refund since the company, has the nerve of saying my wife was a NO SHOW.

Thank you, Revdex.com

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

Regards,

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

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.

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 researched and reviewed the statement from the customer and has completed the findings in regards to this customer’s statements and previous reservations.  Attached is proof of the confirmations of the previous four free rides Mr. [redacted] was given at no charge from SuperShuttle, which our decision was based on.Mr. [redacted] previously received 4 trips at no charge:5/1/15   Reservation # [redacted] from ** [redacted] St, Boston 02116 to [redacted]5/1/15   Reservation # [redacted] from [redacted] Intercontinental Airport to [redacted] Hotelin Houston5/4/15   Reservation # [redacted] from [redacted] Hotel in Houston to [redacted] IntercontinentalAirport5/4/15   Reservation # [redacted] from [redacted] International Airport to [redacted] St, Boston 02116The phone number on all four reservations matches the phone number used to file this Revdex.com complaint. The Bostonaddress also matches the address given to Ms. [redacted]. Mr. [redacted] paid for a trip on 5/12/15 in the amount of $18.00. On 5/18/15, Mr. [redacted] contacted us regarding this trip with a complaint and he was fully refunded his fare of $18.00.On 9/2/15, Mr. [redacted] spoke with Ms. [redacted] and falsely informed her that he had been promised a free trip. After investigation and speaking with the individuals Mr. [redacted] claimed he spoke with, it was determined that at no point was Mr. [redacted] promised an additional free trip. It was found that Mr. [redacted] was provided four trips previously for no charge. The reservation was cancelled two and a half hours after booking and Mr. [redacted] was notified at that time. The cancellation was well over 24 hours in advance of Mr. [redacted]’s trip leaving enough time to secure alternate transportation. A round trip shared ride or taxi service in the Boston area (which we no longer offer in Boston) is approximately $30 - $40. Mr. [redacted] had no out of cost expenses for four of the five times he has used our service. Mr. [redacted] was fully refunded for the only trip he paid for in the amount of $18.00. He was notified of the cancellation with ample time to secure alternate transportation. Mr. [redacted] also never paid for the trip he is claiming damages for; it was cancelled with no payment from Mr. [redacted] to SuperShuttle. A round trip shared ride or taxi service in the Boston area (which SuperShuttle no longer offers in Boston) is approximately $30 - $40.   A shared ride is the service Mr. [redacted] previously had paid for at a cost of $18.00 one way, total to SuperShuttle; also not including the four free rides he was previously given.Sincerely,Customer Care

This service is the worst run service I have ever experienced. I do not understand how they stay in business; they NEED to be shut down. I wish I had read reviews online before booking a shuttle, because every single review online is a negative review. I booked a 1:45 pm shuttle in NYC from the 600 block of Madison Ave. to LGA to catch a 5 pm flight. I waited outside my building for over an hour for the shuttle, which did not show. Every time I contacted Super Shuttle or received an ETA text, the shuttle was "5 minutes away." I finally had to give up and take an $80 [redacted] to LGA. I barely made my flight. I will NEVER use SuperShuttle again and will be letting everyone know how awful this business is run. If you need any more information, read the hundreds of negative reviews online and reference the 186 complaints filed against Super Shuttle with the Revdex.com in the past 3 yrs.

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

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

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

providing the information pertaining to complaint #[redacted] for Owen Virkler and allowing us the opportunity to research their complaint.  SuperShuttle has attempted to help resolve the customers concerns.      Sincerely,   Customer Care

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

Regards,

I made an online reservation (on 11/14/16) for a round trip shuttle from my home to Los Angeles International Airport (distance of 3.0 miles/7 minutes), and paid for entire trip via credit card. My pick up to airport on 11/17 was on time. However, upon my return (11/24/16 at 11:15 p.m.), I confirmed with SuperShuttle that I was ready for pick up, and checked in with curb agent for assignment to van. I was told my van number and "Sit over there and wait." I waited as everyone else was assigned a van, including those who arrived well after me. I waited for 40 minutes and complained to the agent that everyone was gone but me, and I was there first, and still needed transport home. He said my van had been "reassigned," to someone else, and they were going to assign me another van. The agent then simply left, and there was no replacement agent, leaving me standing on curb, alone at 12:30. A driver stopped and said that there were "No vans," and that they were going to "Call me a cab." I waited for cab and was FINALLY picked up at 1:15 a.m.: 2 hours after I checked in with SuperShuttle agent! The agent never apologized, and the attitude was extremely negative! I will never use SuperShuttle again. I will caution any individual who is considering using SuperShuttle that they are 1) UNRELIABLE, and 2) UNPROFESSIONAL. It was a terrible end to the Thanksgiving holiday.

To Whom It May Concern,

               

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

and allowing us the opportunity to research their complaint.  SuperShuttle has refunded the entire round trip fare that was charged of $48.00 in two separate amounts of $24.00 each on 6/19/14.

 

Sincerely,

 

 

Customer Care

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

BEWARE! I was dumped at the curb at midnight at the LAX Airport by a SuperShuttle driver who had spotted a better fare. I paid for a reservation months before and after checking in and waiting about 20 minutes my luggage and I were loaded into a van. I was the only passenger. The driver picked up another passenger and then called the SuperShuttle representative and said he didn't want to drive me all the way to the ocean and that he wanted the four walk up passengers who were waiting next to me at the original stop. He then pulled over; unloaded my luggage and told me to get out. I am a 69 year old woman and, therefore, a target. I was horrified that my safety was put at risk by dumping me far away from the departing passengers from my flight to an isolated location to wait to see if perhaps another SuperShuttle driver was willing to pick me up. During the 20 minutes I waited, the only person I saw was the SuperShuttle representative, a small woman. I called the 800 number but never heard a single apology. This tells me that SuperShuttle corporate ethics are not focused on customer care or safety. You may want to trust them, but me, never again.

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

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I still haven't recieved my credit of $32.04Regards,[redacted]

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 explained to the customer the corporate policy.  SuperShuttle only refunds based on the customers additional travel expenses for the receipts provided; and has approved the refund for the receipts.  Per SuperShuttle’s Terms of Service explained on our website, SuperShuttle does not refund for time missed from personal functions.

 

 

Sincerely,

 

 

Customer Care

To Whom It May Concern,

                                    

Thank you for providing the...

information pertaining to complaint #[redacted] for [redacted] and

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

customer and has attempted to resolve their concerns.  

 

Sincerely,

 

 

Customer Care

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

Regards,

[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,

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 have received a letter of apology from the company and they have refunded my money.  This matter is resolved.  Thank you very much for helping me with this.

Regards,