Business ProfileforRochester Shuttle Service

I recently experienced a trip on Rochester Shuttle Service (aka Star Transportation or Limo Star) going to the ***********. If I was able to give them zero stars, I would do so. The trip started with the driver arriving 10 minutes late to the pick up point in Rochester. The next issue is the bigger issue. When unloading my carry on bag, the driver broke the telescoping handle pulling it off the shuttle. This was the third time this bag had been used. The driver seemed indifferent to the fact he broke it and just carried on with his day.I reported this to Rochester Shuttle Service. Their response was "Rochester Shuttle Service is not responsible for any lost or damaged luggage or any of the contents of customers luggage, to include, but not limited to, personal electronic items such as ipads, laptop computers, etc." That is their exact quote from their response. So, if you want a drive that is on time, Rochester Shuttle Service isn't the company you should depend on. If you want your luggage to be handled in a way that it's in the same condition before and after the driver handles it, Rochester Shuttle Service isn't the company you should depend on. And if you want a driver that seems to care about the people he's transporting, Rochester Shuttle Service isn't the company you should depend on. In their own words (from ***** of Rochester Shuttle Service), they simply absolve themselves of responsibility for anything that they are in control of and leave the burden on the customer.If you want an on time driver with a company that takes responsibility for the actions of their employees, look elsewhere. I tried contacting them directly prior to this posting for a resolution, but they declined any responsibility for their companies actions. I wouldn't recommend using their service if you're concerned about arriving places on time, having your items not damaged, or even them being interested in the customers they are supposed to be serving.

Hello ******,First of all, thank you for your review. We appreciate hearing from our customers.We would like to apologize for being late to your pick up. We do our best to arrive on time, but there are a number of factors that will put us behind like other passengers waiting until the last minute to board, road construction, etc.In regards to your bag, our policy clearly states on each reservation that Rochester Shuttle service is not responsible for lost or damage items including luggage. After looking at the pictures, it appears that the damage was a manufacturers issue, especially if your bag has seen limited use to this point, as you claim.Our drivers are trained to handle every item with care and we do our best to treat every piece of luggage like our own. However when there is an issue with the manufacturing quality, as this bag appears to have, we cannot be held responsible it breaking. Our policy is similar to most airlines when they handle your luggage.We thank you again for your review and we hope you have a better day.