Sometimes customer experience is everything. Actually it almost always is. There are very few successful companies that treat their customers badly. It saddens me to think that Super Shuttle might be one of those few.
Energi Gal had to leave on business just after the Super Bowl. She had scheduled the Super Shuttle for between 7:18 and 7:30. We were at the gate of our gated community at 7:10 waiting. As 7:40 rolled around we decided it was best to give them a reminder phone call.
After 10 minutes on hold, they finally took our call. The gentleman explained that the shuttle came at 7:00 and left when we weren’t there. The Super Shuttle website says that they’ll call you if they are early. That’s the whole reason they take the phone number. The gentleman said that wasn’t their policy and they don’t call people. He also made it a point to tell us that he wouldn’t be refunding our money.
So let me get this straight… we were supposed to be waiting outside 20 minutes before they said… they can show up whenever they want and leave without calling… and we are supposed to pay for this service? It’s a great business where you can collect money without doing anything. They’ve got the passive income thing down pat.
So I ended up having to make an emergency run to the airport. It’s not how I was looking to spend my Sunday night. Looks like we’ll be reporting them to the Better Business Bureau. We’ll have to call our credit card and see if we can stop the charge at the source. Super Shuttle truly is evil.