Supershuttle International, Inc.

To Whom It May Concern,

               

Thank you for providing the information pertaining to complaint #[redacted]  for [redacted] and allowing us the opportunity...

to research their complaint.  SuperShuttle has contacted Mr. [redacted] and discussed his concerns.

 

SuperShuttle has informed the customer that the reservation was cancelled due to weather.  The reservation was cancelled the night before at 9:35 pm on 12/4/13 for a 6:55 am pick up time the next day on 12/5/13 due to weather.  SuperShuttle has a clear disclaimer on the same website the customer booked the reservation on that states:  SuperShuttle and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, SuperShuttle reserves the right to cancel and refund reservations in advance of the scheduled pickup.

 

SuperShuttle sent an email of the cancellation to the customer at the time of cancellation at 9:35 pm, and attempted to place a call to the customer informing the customer of the cancellation at 9:33 pm the night before the pick up as well. SuperShuttle call logs confirm the attempted phone call to the customer’s phone number, with the phone number not answering the call because the phone number states: not able to accept a blocked number call.  SuperShuttle has fully refunded the customers round trip reservation and feels the case is closed.

 

 

Sincerely,

 

 

Customer Advocacy

To Whom It May Concern,

                                    

Thank you for providing the...

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

allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact 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]or [redacted] and

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

customer and has attempted to resolve their...

concerns.  

Sincerely,Customer Care

I 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.

Supershuttle proposes that they have no responsibility for their negligent actions on 12/4/13, which is totally unacceptable.

Supershuttle sent to me a voice message that I received on 12/4/13 confirming the pickup the next morning.  Following this action, at 9:35pm that same day, Supershuttle cancelled their pickup, due to weather, they claim.  They sent me an email and claimed to try to call me.  I agree that the company has the right to cancel for weather.  However, if they do so, the burden is on them to ensure adequate notification to the pre-paid customer.  Such notification would be expected to be in the same form as notification of pickup; that is, telephone notification should have been given at 9:35pm when the cancellation occurred.  The company apparently recognizes this since they claim that is what they attempted to do.  However, when I discussed this matter with their attorney, she made it clear that they have a telemarketing-like phone system that hides their identity so they can hide from irate customers.  So, it is THEIR inadequate, telemarketing-like phone system that prevented their call from getting through to me, thus causing me much added unnecessary expense in meeting my last-second, compensatory travel requirements.  They owe me $245.17.

This is the same position that the company and I discussed in the first week in January, no change.  What are the steps that I need to take to move this into mandatory, binding arbitration?  I know that they are a Revdex.com member, so I know that arbitration applies to them.  Also, I would like to add the Revdex.com costs of arbitration to the amount claimed above.

Regards,

To Whom It May Concern,

               

Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research...

their complaint.  SuperShuttle has contacted the customer and is continuing to work with the customer to try to help resolve their concerns.  

 

Sincerely,

 

 

Customer Care

To Whom It May Concern,Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact the customer and has attempted to resolve their concerns, and informed the customer the refund was processed back to the credit card on file on 7/17/14.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 thecustomer and has attempted to resolve their concerns.   Sincerely, Customer Care

To Whom It May Concern, Thank you for providing the information pertaining to complaint #[redacted] for [redacted] and allowing us the opportunity to research their complaint.  SuperShuttle has attempted to contact the customer and needs to speak to the customer 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,

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 inform the customer that airline miles were sent to the customers account, and that it will take from 6 to 8 weeks for the credit to apply to their account with the airlines.   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.
 
The customer has been informed of SuperShuttle’s Terms of Service found here: http://www.supershuttle.com/Terms.aspx.
 
Passengers are responsible for their own luggage and any items placed by themselves or SuperShuttle representatives in the van. SuperShuttle assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.
 
SuperShuttle has signs inside our vans that state passengers are responsible for their own luggage and items. 
 
Sincerely,
 
Customer Care

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

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

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

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

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

Regards,

In fact, on Nov-23-2015, Supper Shuttle representative contacted me over the phone and asked for copy of the receipt issued by taxi driver. It was sent it on the same day but I have not got anything from Supper Shuttle yet.

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

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

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

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

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

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

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

?

Regards,

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