For anyone who does not know what Supper Shuttle is, it is a shared ride service that promises timely service for reasonable prices. However, that is anything but what we received.
I have just got off the phone with Super Shuttle after being "shuttled around to various already full voicemail boxes for over an hour. This is my 4th attempt to resolve this situation.
We prepaid for roundtrip service for my fiance who was takign a business trip and even included a 20% gratuity in advance. Knowing what we know now we would never have used the service, never mind actually add a gratuity.
On the pick, the driver arrived 40 minutes late after being assured he was only 5 minutes away a full 30 minutes before he actually got there. When he arrived he came to the door zipping his pants and putting on his belt. He obviously overslept and appeared to be in no condition to drive. However, the arrival at Dulles was in enough time to make the flight so no issue was made.
On the return (already prepaid) we were told the wait time would be a max of 20 minutes after arrival. The depature did not occur until a full hour and 40 minutes afterwards. Then we were bumped because the person set to be dropped off last got beligerant and did not want to wait. As opposed to dealing with her they dropped her off ahead of us adding another 30 minutes to the return which took well over three hours in the end.
When we spoke with the dispatcher than night he acknowledged that the service provided was poor and thay we should contact quality assurance. Messages were left with no return calls. After calling in several more times over the course of the next week I was finally given a name Dawn Mathis 703.416.7873 ext 700 to contact since she was the quality assurance supervisor. Again, I left serveral messages and she never once bothered to return my call.
When I called in today, October 1 I was told I was speaking to her assistant and that she could help me. When I told her I was calling in regarding poor service she put me on hold for 15 minutes I assume hoping I would go away. When she came on back to the phone her attitude was poor. She told me to tell her my "story" to which she said they do not give refunds for service already prvided no matter how poor BUT she could give me some $2.00 coupons to use on my next trip.
Why the hell would I use them again - $2.00 isn't worth 4 hours of my life. I was than told since that was not a satisfactory solution I would have to talk to Mr. Freeman who was gone for the day. She kept tranferring me back to his voicemail which was full and then actually hung up on me.
I called back and the woman who now answered the phone said "Oh, so you are the one with the problem... Well Danielle's not here." She than forwarded me to the already full voicemail box again.
I called back again and when Jeff answered this time he apologized sayng that "those oerators dance to their own drum" and that I should call Mr. Freeman on Monday. The matter is still not resolved but I will certainly contact Mr. Freeman on Monday. It is not even an issue of the money but the fact that we were the customer and received horrible service than in trying to rectify it we are treated like we are the problem. They will never get business from us again or anyone else I know.
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