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They left me STRANDED at 2am!!
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I had used Prime Time Shuttle Service in the past with no problems, but this time it was the GRANDFATHER of all mishaps. I made my reservation a day or so before and was notified that I would get a recorded msg about 70 mins before they picked me up (2:30am
on Jun 11th). About 4pm on Jun 10th my sister realized that I should have given them (Prime Time Shuttle) her house # instead of my cell phone # so she could buzz them in her building. So, I called them & gave them my sisters hm # in addtn to my cell # & explained
the brief process the they would have do when arriving at her home. Nothing was said at that about any potential problems. Prime Time Shuttle Service called as said previously, about 1am, with a recording that indicated a van would be at the residence to pick
me up at approx 2:35am. At 2am I get another call from Prime Time Shuttle Service (a live person) who says "I apologize for the inconvenience, but there are no vans scheduled in your area". I was shocked, amazed & angry, but trying to remember that through
God all things are possible. She did say I would get a full refund, but what was I suppose to do in that moment? My sister had to get her 2 lil ones out of the bed, one of which had school that morning & she had work. They took me to the airport plus my sis
wasn't feeling to well. What an inconvenience. But she did it & not begrudgingly. I called Prime Time to ask about my refund they told me it was processed on the June 13th & might take 3 - 5 days to show on my card. I told the rep what happened to me in a
nutshell, what could they offer me for my troubles. She went to ask her mgr, the mgr said that I was getting my refund that's about she can do. I think that's awful! The bottom line is I was going to get my refund no matter what. I did not utilize the services,
not because I chose not to but because the company made an error and left me STRANDED. I will never use this Company again!!!!! There was 1 person that I spoke to who was very professional, sympathetic & supportive. Unfortunately, I don't know her name, but
she is a cust serv rep. I know if she could have done more she would have, but her hands were tied. I give her & only her **** 4 stars (I dont give 5 stars it indicates perfection & none of us are)
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Business's response - by Bobby G.on 7/1/2013
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Hey Leshia,
I sincerely apologize for the cancellation and the stress this caused you and your family. We do our best to accommodate every customer as best we can. If you email me your reservation and your review, I will look into what happened and see about comping your next ride to prove to you that we can do better. I'm glad to hear our customer service rep was pleasant. I apologize again for the inconvenience.
Bobby Gibson
bobbyg@primetimeshuttle.com
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