ComplaintsforSuperShuttle Express
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Complaint Details
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Initial Complaint
02/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On Fri Dec 27 at 3:20p I booked a ride to the BNA airport through supershuttle.com. I received a booking confirmation with the confirmation # of *******. The ride was booked for the following day, Dec 23 at 4:30p. No driver showed up and no notice was provided. I called the Super Shuttle customer service to complain and they said they would process a refund of $148.48 which had been charged to my card. I have called multiple times and spoke to a customer service operator and they always say the refund will be processed in 2-3 days. I called again on 1/29 and 2/1 and no refund has yet been processed.Initial Complaint
02/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 13, 2023 I was supposed to have been picked up by Z-Trip, booked thru Super Shuttle/ExecuCar and taken to the airport at 4:31 am. I received a call an hour before my scheduled pickup but no voicemail was left. I called back and was told that they could not provide be with the ride, which was booked on January 26, 2023 and I was given a confirmation number of 4352906. They told me that they had been trying to find someone to pick me up since midnight on the 13th, I live an hour from the airport and they could not provide me with a ride, even though the service was promised. I asked for a refund and it still has not been processed. I was told it had to be investigated and a decision would be made in 7-10 business days. I feel like this is extremely unprofessional, because THEY did not hold up their end of our agreement. I was charged 122.83 for a ride to the airport and they did not complete this service. I cancelled the return trip and it was immediately refunded, so the same should have been done for the trip THEY cancelled.Business response
03/07/2023
I have reviewed the reservation and apologize for the lack of service, and the lack of follow up. I have just put in the refund. It may take 2-3 days to show up on your Credit Card. If there is not a refund by Friday you can reach me direct at ************* again, sorry for the service issue. i will also follow up on our side.
****
Initial Complaint
01/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Now that I'm home safe and sound there was an incident Friday night 1/6/23 on the way to our 25th anniversary gala that we were running 2 hours late too is ZTRIP taxi cab driver got lost was trying to get back on the highway left turn right turn I'm rocking back and forth in the back of the rear entry Dodge caravan he goes up over the railroad tracks I freaking yell at them he hits the brakes my head goes forward and hits the seat belt buckle it's mounted on top of the bench seat resulting in the following with seven stitches in my nose and only being able to stay at the company party for 45 minutes because it was flipped so bad everybody insisted that I go to the hospital thus Friday night I was in the emergency room until 1:00 in the morning. And the hospital that they brought me to was the ****** **** ****** ******** that was absolutely horrible you would think they bring you somewhere other than the crack house hospital. Prior to making this BBB complaint I contacted the Kansas City Z-Trip office advised them of all of the above and they said they'd get back to me. They have not and I have no faith in this company whatsoever as there were multiple other issues with them over the weekend with the booking of a handicap accessible vehicle for my out of town trip to Kansas City. On top of it all the driver did not use one single tie down to strap down my wheelchair and there was no seat belt in the back of the handicap accessible vehicleBusiness response
01/11/2023
this complaint was sent to the wrong person/city. I am located in Pittsburgh, Pennsylvania. this customer is filing a complaint for Ztrip Kansas City.
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Customer Complaints Summary
20 total complaints in the last 3 years.
2 complaints closed in the last 12 months.