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| - I used Super Shuttle in the past and have always been happy with the service - from customer reps answering my questions to drivers who were very polite.
When I took SS to the Phoenix Airport on Nov. 16th, the driver was on time and the trip van fine.
The experience and ride returning to Phoenix was HORRIBLE! I called from Albuquerque to confirm my return van reservation but I kept getting cut off because they (a phone advertisement) kept offering me a promotional trip deal, which I wasn't interested in. I finally talked to a "real" person who said she had no return reservation for me. It took about 15 minutes to make a new reservation because she was had a sore throat and I could hardly hear her....and believe me, I am truly sorry when someone is ill and has to work.
When I arrived in Phoenix, there were no clear directions as to where to wait for the van, so I wandered back and for looking for a sign or person from SS to help me. I finally found the employee (kind of hard to locate) who told me when my van would arrive. (about 30 min. later).
It was about 3:45-4 PM. The traffic on the freeway was beginning to slow and the driver took an alternative route down Grand Ave. (I am assuming he was told to do this). Because of construction the trip was stop and go and the real problem for me, was, that every time we stopped at a light, the driver started texting. I was shocked!
Toward the end of the trip, one of the other passengers asked me if van service was always this bad because this was the first time she had used this service. I replied, "I"ve used SS before, but this was the worst!!"
I called "quality assurance" a couple days later, and talked to "Tim". When I told him about my experience and the texting driver, he said something like "Well, that's not good," and offered a refund for this return trip.
I called my bank a few days later to see if there had been a credit issued from Super Shuttle. There was none.
I emailed the Customer Care Center about this whole situation, and was supposed to get a response in 3-5 business days. There was no email response from them. It was only after calling my bank again that I learned there was a credit issued from SS on Dec. 13th
I will never use Super Shuttle again. There is no "customer care" sevice as far as I am concerned so I will look for alternative van service should I need it.
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