Supershuttle International, Inc.

Review: 1) reservation confirmation #[redacted] booked 1 week in advance, and then upon scheduled pickup the business required 90 minute delay in pickup from airport passenger was on time and on schedule

2) committed to 3 day refund, refund window has since passed and I was able to confirm refund request was not processed as commited via phone call - request $46 refund as committed into credit card

3) incurred extra cost as a function of failure to provide pickup (required calling another service) - charged $46 by this business, after failure to perform,

actual cost was $60 - so request is for $14 compensation

4) incurred delays - inconvenience - request this go against business customer satisfaction ratingDesired Settlement: refund $46 into credit card as previously committed,

$14 check for additional incurred charges due to extra actual incurred costs,

and apology letter for poor experience and poor actual performance

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

Review: Not dropped off at address agreed upon.

After waiting 2 hours for them to assign us to a shuttle, the driver made no attempt to drop me off at my house. I had used SuperShuttle before and had no problem getting on base. My wife and I were forced to walk over a mile with 6 bags at 3 am in the cold. When I contacted them for a partial refund, I was told that company policy is that drivers can decide whether or not to go on base, and that the website specifies that they may not be able to get me on base. I asked for them to email me a link to where it says that on the website and they agreed to send it. It has now been 2 months and I have not received any email. Upon checking the Terms of Service on the site, nowhere does it say anything about not being able to get on base. Had they tried to get on but not been able to, I would have not had a problem. The driver didn't even make an attempt. He simply unloaded my bags and drove off. I spoke with Super Shuttle on more than one occasion. Each time they gave me a different excuse as to why it was my fault, from lying and saying that I was told on the website to I "should have just known".Desired Settlement: At first I was only seeking a partial refund, but after rude customer service and the two and a half months of ignoring me, I believe a full refund is fair.