Complaint Review: SuperShuttle New York

I have reserved a "Blue Van" airport ride on August the 30th, 2004 (confirmation #8022237). Supershuttle failed to send a car, but promised to reimburse a taxi fare.
Acting on Supershuttle's promise an expensive taxi trip was purchased, as opposed to an originally planned budget shared trip. Supershuttle never reimbursed this expense.

In response to the letter of 09/02/2004 Mr.Ivy Boatwright of Supershuttle refused the reimbursement on basis of a company policy. He apologized though. I call it a rip-off!!

When I entered into contract with Supershuttle I was not informed that I am bond by their company policy. (Call them and check yourself if they ever tell you about it). I wasn't even informed about its existence when placing the order by a telephone. I doubt their company policy was ever made public. I haven't found any mention on such a policy at Supershuttle webpage www.supershuttle.com.

I believe that their verbally expressed promises supercede any company policy they might have. In my opinion it is a double breach of verbal contracts. First: the company failed to provide the service they agreed to. Second: the company failed to compensate for a service failure.

Supershuttle's employees twice manifested the promise of reimbursement: by the phone and in person at the airport. This was a direct cause of an additional expense made in hurry. I would appreciate if Mr.Ivy Boatwright returned phone calls, as a simple courtesy to his clients.

My subsequent letter of January the 5th was left without a response, neither. Really do care about the customers, do they? It is March the 13th, 2005 when I am writing it.

I warn against using Supershuttle service - expect being late at the airport and pay dearly.

Karol
New York, New York
U.S.A.