[建議]去年暑假去美旅遊時遭Super Shuttle不退款

[FannyHsieh]

去年八月為送妹妹進大學所以全家去美國旅遊，中途我帶著妹妹回到大學母校探訪在唸Summer School的大學雙胞胎死黨
因為平時寄到任一Dorm/Apartment的信都是統一寫至學校郵件收發房的地址，所以當時在叫Super Shuttle接機要送至Sacremento機場時並不清楚朋友住的Dorm是在哪條街名，而將如何從學校標的物走到該Apartment的走法讓Operator記下後轉交司機

問題發生了，該Operator不知怎麼跟司機交代的，而且連我朋友的手機都寫錯號碼，更扯的是我朋友有重覆再跟她說一遍Operator也說沒問題，卻發生這樣的事，所以我與妹妹在我們指定的地點上等了快一小時都沒看到人
後來我們打電話給Super Shuttle確認有關這個失誤要退費的事，客服中心說OK可以退，但最後呈報上去，我前前後後打了電話也寫了信，對方高層竟然回，有可能是我們的operator或哪位司機有錯誤，但他卻堅持不退費
雖然我在他們的QA system上是no show，但是根本就是司機去不對地方等人，我們當然不會在那裡啊

朋友給了我一個線上消基會的網址，很奇怪的是Super Shuttle似乎不與對方聯絡，所以報了一個多月後線上消基會跟我說他們不能與Super Shuttle取得聯絡所以這個案子不能處理

我真的很生氣，因為我怎麼寫信過去給Super Shuttle Sacremento分部都不回（之前有回的信箱，我確定沒錯），似乎也刻意把我的信檔掉，而線上消基會的報案內容是我的朋友以證人方式寫，寄去給Super Shuttle對方也不理
7x美金（+後來只好另叫Taxi額外再花了120美金），錢算事小，可是我覺得非常理虧，Super Shuttle這樣故意避不處理，害我對Super Shuttle有心結，朋友的佐證信明白寫出Super Shuttle的缺失，當時Super Shuttle有回信裡也寫我們的Operation或許有錯，但最後的字眼是高層不願意賠償？！白紙黑字寫下去承認自己有錯、真的告上去的話他們應該是會敗訴的？

事隔快一年還沒有結果，我現在每次想到都還是會氣得想哭，對方根本明明有錯卻不承認也不肯退費，而且下層接電話的人說會退但上層的說法是另一套，有沒有人能夠建議我該怎麼做呢？

以下是當時我對對方的所有信件內容，以及我朋友寫信去給Super Shuttle Sacremento分部但石沉大海從此沒聯絡的信，時間是去年10月初
文法可能有點亂，因為回到最後根本愈回愈氣，還請見諒

====

Dear Sir:

But my sister and I was waiting at both the Monagon gate and the parking lot (each of us took one side), but we see no can showed up.
And when 6:30 had passed, I called the reservation and realized that the driver had the wrong number for the phone.
And the fact was that we see no van wondering around the parking lot.
And I could not believe that the company would not take the responsibility if it was the driver's fault.
Since I am not really good in direction, I hope that my Friend Tanya chould somehow talk with or contact the driver to see where the driver was when my sister and I had been waiting for half an hour but no one has came.

Then, to whom should I ask for the refund if this is the mistake of the reservation center?
Since the fact that either the driver or the reservation center made the mistake, I am definitely asking for refund.
I am pretty sure the given direction was correct, but somehow the driver did not get the the said address that we expected.
In addition, the lady from customer service should not tell me that the company will refund before she got the decision made frmo the above.


Dear Tanya:
As you could see from the response, I am asking your help to get the hold on this matter.


Sincerely,
Fanny Hsieh



Sorry for not responding right away but I was looking into the matter with
my City Manager.?The result is that we did what the reservation said and
had a van at the apartment complex at said address on the reservation.?It
was not our mistake.?Either you gave the wrong address or rez central did.
Conclusion is no refund from SuperShuttle Sacramento.

-----Original Message-----
From: Fang-I Hsieh [mailto:fanny_shieh@hotmail.com]
Sent: Monday, October 03, 2005 9:40 AM
To: dboldt@supershuttle.net
Cc: space_sprout@hotmail.com
Subject: FW: RE: About complaint number 54945 and 57545 (Reservation number
2726828)

Dear Sir:

I was the one who called from oversea last week, asking for refund for the
charge that I should not pay for.
If you were the one getting my call, you might remember there was a lady who

believed that she should not be charge for the mistake of the driver.

Since I had not get any email from either my friend who was the witness of
the case or the man who said he will write me back after he asked the driver

about what exactly happened on that day, I am sending this email.

First, I do not understand why I could get different responses: the lady
said I could be refunded when later the response in this email said "no".
And as you can see from the below, they said they will response but they
never did until I wrote another email asking for answer.
Second, since the operator who made my reservation did not get the contact
number correctly, there is no way that the driver could reach me.
In addition, my friend has given a clear direction of how to get to the
apartment she lived, but the driver never showed up.
And because of this, I had to spent twice the charge for taking the taxi.

I will try to call again tomorrow for the operator said that you will be
back to the office by tomorrow, and I hope the charge that I should not pay
for could be refund.


Sincerely,
Fanny Hsieh


>From: "Reservations" <reservations@supershuttle.net>
>Reply-To: <reservations@supershuttle.net>
>To: "'Fang-I Hsieh aka Fanny'" <fanny_shieh@hotmail.com>
>Subject: RE: About complaint number 54945
>Date: Mon, 26 Sep 2005 02:35:24 -0700
>
>Hello,
>In our QA system it says that you were a no show. It says the driver waited
>18min and you were charged for the van showing up.
>
>Marcus
>
>-----Original Message-----
>From: Fang-I Hsieh aka Fanny [mailto:fanny_shieh@hotmail.com]
>Sent: Monday, September 26, 2005 1:04 AM
>To: reservations@supershuttle.net
>Subject: RE: About complaint number 54945
>
>
>I had received the credit card bill which period is from 8/22 to 9/20, and
>the charge is still shown on the bill, meaning that?NO ONE HAS RESOLVED MY
>CHARGE.
>I am NOT HAPPY with the process.
>
>PLEAE RECHARGE THE FUND SINCE YOU DID NOT PICK ME UP AT ALL AND SAID THAT
>THE MISTAKE IS BECAUSE OF ME BUT NOT THE OPERATOR.
>
>
> >From: "Reservations" <reservations@supershuttle.net>
> >Reply-To: <reservations@supershuttle.net>
> >To: "'Fang-I Hsieh aka Fanny'" <fanny_shieh@hotmail.com>
> >Subject: RE: About complaint number 54945
> >Date: Sat, 10 Sep 2005 10:16:53 -0700
> >
> >Hi,
> >sent your request over to quality assurance give them about 3-5 business
> >days to respond to you.
> >Thanks,
> >Laura
> >
> >-----Original Message-----
> >From: Fang-I Hsieh aka Fanny [mailto:fanny_shieh@hotmail.com]
> >Sent: Saturday, September 10, 2005 9:43 AM
> >To: reservations@supershuttle.net
> >Subject: RE: About complant number 54945
> >
> >
> >Hello:
> >
> >I did not see any reply in the email and wondering what is happening.
> >Please reply, thank you.
> >
> >
> > >From: "Reservations" <reservations@supershuttle.net>
> > >Reply-To: <reservations@supershuttle.net>
> > >To: "'Fang-I Hsieh aka Fanny'" <fanny_shieh@hotmail.com>
> > >Subject: RE: About complant number 54945
> > >Date: Sat, 10 Sep 2005 07:23:11 -0700
> > >
> > >
> > >
> > >-----Original Message-----
> > >From: Fang-I Hsieh aka Fanny [mailto:fanny_shieh@hotmail.com]
> > >Sent: Saturday, September 10, 2005 3:46 AM
> > >To: reservations@supershuttle.net
> > >Subject: About complant number 54945
> > >Importance: High
> > >
> > >
> > >So far I still saw the charge $71 is still in my credit card billing
>even
> > >after you said you will recharge the fare which I did not ride due to
> >your
> > >operation error so that the driver missed me.?I hope the problem could
> >be
> > >solve soon.
> > >
> > >The original reservation number is 2726828, and the complant number is
> > >54945.
> > >
> > >
> >
> >
>
>


======

以下是我朋友的信，信裡清楚點明我們與Super Shuttle所講的地點不同，與Operator的錯誤

==

----- Original Message -----
From: Thao Pham
To: dboldt@supershuttle.net
Sent: Thursday, October 06, 2005 11:12 AM
Subject: Problem regarding refund (monagan hall case)


Dear Mr. Bolt,

I believe that my friend Fang-I Hsieh had been charged for a service that had not been provided.

She had been staying with me for a few days, visiting from TAIWN. Instead of having her take a Taxi, I directed her to your service.

The problem is that the van DID NOT show up to the correct address. I had given your operator specific directions to get to Monagan Hall off the freeway ramp from Sacremento, as well as my personal cell number for the driver to call if he showed up to the wrong place. And I asked her if she had gotten the correct information down. She had been quite RUDE... her response had been "I got it ma'am! Just making sure I got it right" after repeating the information to her for the THIRD time.

Obviously she must have ignored the information I had given and had just "Mapquested" the directions to the zipcode, which belonged to UOP (university of the pacific). The apartment complex (Monagan hall) is not on campus but has the same zip code as it belongs to the university.

I had waited with my friend and called reservation at around 7am. We found out from the operator that not only did the driver had the wrong phone number, he was at the wrong place (at the clock tower on campus), and after waiting 18 mins. had left.

Clearly this is the fault of the Operator, who did not give the correct information to the driver. Therefore, the service had not been provided.

The NO SHOW was the driver, he didn't even show up to the right place! We were waiting since 6am (in case the shuttle passes earlier than expected) so we DID SHOW UP. We had to call a taxi service, who had no problems (with my directions) finding Monagan hall.

I cannot believe that SuperShuttle had the audacity to charge for a service that did not fall through due to the employee's mistake. Especially after the operator had assured us that we would NOT be charged when we called that morning to find out what was going on.

I am very frustrated with this problem. I have used your service before while at the university and never had any problems. Now I have my doubts.

I told Fang-I to report the transaction as fraudulent to her bank. What REALLY happened was not reported as such in your records; obviously someone from your company knew they had made a mistake and was trying to cover it up.

I sincerely hope that this will be resolved,
--Tanya P.

[stupidgirl]

個人這次去紐約有使用Super Shuttle ~也遇到吐血的事情
我已經用信用卡預付費用了, 只是沒把收據印下來
結果司機不相信我已經付了硬要我給他錢
其實他打回公司就能查到
他就是不願意
後來我打給Super Shuttle complain
糾纏了快20分鐘才說好司機開回來退款
結果司機一到門口又跟我提收據
我真想打他的頭

你應該當下就打給Super Shuttle直到他給你promise為止
現在要追討應該有些給他困難
照理來說你跟operator的對話應該都有錄音才對
可以叫Super Shuttle調出來聽

[FannyHsieh]

個人這次去紐約有使用Super Shuttle ~也遇到吐血的事情
我已經用信用卡預付費用了, 只是沒把收據印下來
結果司機不相信我已經付了硬要我給他錢
其實他打回公司就能查到
他就是不願意
後來我打給Super Shuttle complain
糾纏了快20分鐘才說好司機開回來退款
結果司機一到門口又跟我提收據
我真想打他的頭

你應該當下就打給Super Shuttle直到他給你promise為止
現在要追討應該有些給他困難
照理來說你跟operator的對話應該都有錄音才對
可以叫Super Shuttle調出來聽

我最生氣的就是打去詢問車子為何沒來的operator時有跟他問過退款的事
該客服人員回答得很乾脆說『絕對沒問題』
結果隔一兩天上網去查還是沒下落後開始寫complaint去，回信的人也說會去處理，但沒想到到最高主管那邊被拒絕得乾乾淨淨= =

調錄音帶的事我倒是沒想過，我會去試試看，不過我寫信他們完全不理我，一定要打電話去就是了= =|||||
為了這件事到現在還跟Super Shuttle過不去......