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  • Tonight was our wedding rehearsal and dinner. We reserved a private room and of course demanded that everyone be on time. We were going to drive up to Prescott after the rehearsal together so my fiance made reservations the night before to take the shuttle down from Prescott. Our reservation was for 6:05 and he was going to be picked up at the La Quinta at 4499 E. St Rte 69. He arrived at 5:20 (way to early) because he wanted to make sure he was not going to miss it. He waited outside making sure not to miss the shuttle. At 6:15 PM the shuttle driver drove straight by. He did not even turn in. My fiance was jumping up and down and waving for him. Kelly the reservation clerk was witness to the entire ordeal. Immediately my fiance called me and I called the reservation number for ARIZONA SHUTTLE. To my misfortune I happened to get Olivia on the other end. I explained very quickly what had just happened. I explained that it was very important that he be on that shuttle and asked if she could please dispatch him to get back there. Olivia put me on hold for 10 minutes and when she came back to the phone this was her answer "we can not go back for him, he was not out there when the driver pulled in." I explained that the driver never pulled in he flew right by 10 minutes late. I explained that the driver was lying, which he was. I was obviously upset and asked for a supervisor. She gave me the voice mail of Ruben Delagarza (who was out of town for a week) as I found out later... and she knew it. After leaving a message I called back and asked for the drivers name and information, she of course refused to give me the info. She said it was van #828 which I don't believe was true. I asked for the dispatch and was transferred to Teresa who was as useful as a napkin in a rainstorm. She was rude and tried to talk over me and would not listen to me at all as I explained that the driver never stopped and that he was already late and he lied and said he came there. She of course lied to cover for the driver. This dishonest driver and unprofessional staff costed us about $800 and made absolutely no apologize for their behavior. This is the most unreliable service ever. I have taken it before and they have never been on time. They may be good for getting home from the airport if you live in Prescott, but if you have a flight to catch I would NOT rely on them. Very very bad customer service. On a positive note. In my frustration I called the Flagstaff office and spoke to Zach. He was awesome and very professional. He said he would contact Casey the operations manager and she will follow up. In my opinion they need to get rid of all the Prescott staff and do a better job. Olivia, Teresa, Cole and of course the lying driver, you suck!
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