Keri D.'s review of Prime Time Shuttle

Prime Time Shuttle

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Customer Reviews & Ratings
Complaint Posted 10/25/2011
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Review 10/25/2011
I am the administrative assistant for six executives and book travel on a very regular basis. In my 6 years in this position, I have never received such poor customer service from a company when booking travel. I called Prime Time Shuttle to inquire about reservation rates and was told that I could receive the "best rates" by booking online. I booked a round trip private sedan service from Irvine to LAX online. Hours later my boss informed me that she was quoted rates of $10 cheaper each way over the phone. I called to get the rates adjusted and was told that I could not have the cheaper rate because I booked online. I attempted to calmly argue my point to the customer service representative and was promptly yelled at and told that if I don't like it then I can cancel my reservation but there would be a $4 fee each way. I reluctantly kept the reservation.

On day of travel the shuttle was 21 minutes late. The driver apologized to my boss and told her that she did not have the correct address or a contact number so she could not call. My confirmation clearly states the correct address and contact phone number. Since the driver was 21 minutes late (outside the 15 minute window) the amount due was crossed out on the receipt and "no charge - late pick up" was written in its place. When I received the credit card charge, I called Prime Time and received a voice mail each time. I left detailed messages all 3 times and was never contacted. Then I submitted an inquiry online and received a response stating that the driver was 5 minutes late and I would not receive a refund for my $102.00 charge. I responded with a detailed account of what happened and our copy of the receipt indicating that the driver was late and there should be no charge. I did not receive a response. I have since sent the CSR another e-mail indicating that I will be filing a claim with the BBB if they remain non-responsive. I have not received a response.

Despite the fact that the return sedan trip was completed without incident, I will never book any of my execs on any Prime Time Shuttle service (or any of its subsidiaries) again. The poor customer service and non-responsiveness has soured me. I would much rather pay more for another service than be subjected to being berated or ignored by the CSRs of Prime Time Shuttle.
 
 
Business's response - by Bobby G.on 10/27/2011
Hey Keri, I just messaged you about trying to find out who you talked to because they were completely wrong and I'd like to track it down so that it doesn't happen again to someone else. Please send me the day and phone number you called from and your reservation number. Again I apologize for the trouble, Bobby Gibson Prime Time Shuttle - Marketing Manager bobbyg@primetimeshuttle.com
 
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Additional Business Information
Hours   24 hours a day 365 days a year. Phone   (800) 733-8267 Address   P.O. Box 452600
Los Angeles, CA 90045
Website   http://www.primetimeshuttle.com Email   customerrelations@primetimeshuttle.com
Contact   Rattan Joea Other  
 
 
 
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