Airport Shuttle of Phoenix

I booked airport pickup for 3 people and luggage and that meant either a sedan or an SUV. They ended up sending an SUV which was fine. Then they up-charged me the next day an additional $52 because it was an SUV and not a sedan. I called them to tell them that they never told me an SUV cost more (it definitely didn't say that in my email confirmation) and that I wasn't paying the extra money for an upgrade when I wasn't told that this was the case, and it wasn't in my reservation (which clearly states Shuttle, SVU, or Sedan). The snotty receptionist told me that the owner "doesn't give refunds." Oh yeah? I fought and won back my money thanks to my credit card company. These people are dishonest, so find someone else to take you to the airport.

This is what I wrote to the company - it sums it all up. (And all I got an auto reply that addressed me as if I was a person enquiring about a reservation.)

To Whom it May Concern,

For whatever it may be worth to you (which I'm guessing is probably nothing, based on my experience so far), I'm very disappointed in your company. I would expect more from an independently owned and operated business. As a "shop-local" person, I specifically chose to use your services as a way to support that.

Three reasons:

1. I accidentally reserved a ride (2 months in advance!), and only minutes later, I called up to get the charges reversed. I asked if they could waive the cancellation fee, which is 30%! The representative not only refused me - they also hung up on me just after sending the cancellation email!

2. The base rate for the ride I needed was 146, so I was thinking - wow, that is so much cheaper than a Lyft car, as your site misleadingly states that a Lyft is over 300$ for the same ride! But after taxes and additional costs that make very little sense to me, it came to 234$ When I checked the Lyft app myself, the TOTAL amounted to 145!

3. I was charged a "pet" fee for my Service Dog. I understand the whole bit about needing to clean the car for future guests - however, I called them and told them that my dog stays in a sling on my body - won't even get a shred of hair on the seat. They still charged me. I have been in hotels that waived the service fee for my Service Animal!

So basically, I just wasted 24$ plus 70$ for the cancellation fee.

I would like to think that my reviews will make a difference to you. However, having seen other people's reviews with the same dissatisfaction as I'm expressing, and now, realising that nothing has changed since they wrote it, I am going to safely assume that you couldn't care less. As long as you're making money, individuals with negative experiences don't matter and are carelessly dismissed.

Lily Sauvage