SuperShuttle Complaint - Avoid this shuttle company if you can!
We planned a very short weekend trip to San Francisco for our family of three.
I made arrangements in advance for our shuttle both from the airport to the hotel and back again. I also included a gratuity in advance.
We arrived on time to the airport collected our bags and headed out to the shuttle service sign.
The first shuttle that came said he would come back in a few minutes, when he finally returned he asked if we had a reservation, at this point he said he could not take us because we had a reservation but another van was coming around to pick us up.
Finally he arrives and takes forever calling our reservation information in.
Then he proceeds to drive around the airport terminal no less than three or four times. He was having some sort of conflict with another van driver for parking his van and leaving.
I think that was the issue - around and around we went collecting additional victims while he called and complained again to someone on his cell phone about this other van driver. Clearly a company issue I should not have to be bothered with while trying to get into the city.
We finally started asking along with the other passengers if we were ever going to leave the airport?
Finally he says we are going after about 20 - 25 some minutes of circling.
Then he pulls off to the right side of the road and proceeds to get out of the van get out his GPS, notepad and map book.
Then he starts asking us where we are all going.
We had all told him earlier but we started over again anyway. He fought with and restarted his GPS several times. He pulls off again to consult the GPS with freeway traffic flying by.
He missed the exit for the South SF fare and drove us by the city garbage dump with the windows open trying to get back to the correct exit on the road. What a stench!
Then he drives through a red light and then slams the brakes on so hard my three year old in her car seat is thrown forward and exclaims in shock.
I was honestly afraid of two things: my daughter's safety because of his erratic driving and if she was going to have to go to the bathroom after so much time wasted going around and around the airport.
We finally get dropped at the hotel and I am just seething. We have been tortured by SuperShuttle no less than an hour and 20 minutes at this point.
I waited to call and cancel our reservation for our return trip and file a complaint until the next day. I was afraid I would take out my anger on some poor phone clerk who was not at fault.
I called the next day cancelled and filed a complaint.
I return home and on Monday I still have no reply from them.
I call and get hung up on several times and disconnected.
Finally I get through and they give me another number to call for complaints and tell me 3-5 days to be contacted about my request for a full refund.
I check my bank account and we are credited some monies.
Our trip dates were July 9th returning on the 11th.
On July 13th I am credited for the cancelled return trip. After calling again because I never received a call back in the 3-5 days I get a credit of the gratuity from the nightmare inbound trip from the airport. The credit for that appears July 22nd.
I call and state that I want all of the money back for the entire trip, the service was so bad that I don't feel I should have to pay for any of it.
3-5 days and I should get a reply.
I called again today August 19th because of course they never called me. So today they are resubmitting it to their accounting office. It seems according to his GPS he got us their within the hour. Who is he trying to kid?
I guess they were hoping to avoid having to refund me or even talk to me.
Customer service is not a priority for this company. I will not book with them again.
I have traveled all over the world and thus far this was the worst experience I have had.