Airport Shuttle of Phoenix

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