Complaint Review: Prime Time Shuttle

In April of 2018 my husband and I went on our dream vacation to the Cook Islands and booked transportation to and from LAX through Prime Time. The driver on the way to the airport was horrific - didn't know the way to LAX from the San Fernando Valley so the other passengers and I had to direct him. And we had some very close calls when he almost got into accidents because he was constantly looking at his phone (held in his hand). The other passenger riding in the front seat literally screamed several times due to the near collisions, and the driver refused to put down his phone until I got extremely angry at him.

Fast forward to our return trip a week later - we arrived at LAX exhausted after our long flight and the van never showed up. We called Prime Time repeatedly, waited the required two hours at the curb, then paid for and took a Super Shuttle (which was great). I started calling Prime Time as soon as we arrived home, and was told that yes, they screwed up and we would receive a refund.

It has now been over 3 months and still no refund. After my first 6 calls with long periods waiting on hold and speaking to different customer service reps (who all promised the refund would be processed soon), I began to get disconnected each time I called. So I started emailing them. I continue to get occasional replies to my emails (from different people every time) saying they have forwarded my refund request to upper level management and have emailed, coordinated with, escalated, followed up, tagged as urgent, etc. the matter to their accounting department (who I cannot speak with directly). I have contacted them 17 times. This company is a rip off and hires dangerous drivers.