Prime Time Shuttle Overview
Prime Time Shuttle has a 1.2-star rating, derived from feedback provided by 36 customers. In the Buses category, it secures the 16th position out of 55 companies.
Rating
Contact Information
Website
www.primetimeshuttle.com
Phone
(800) 733-8267
P.O. Box 452600, Los Angeles, California, 90045, United States
Prime Time Shuttle Reviews
asha
Long airport wait
prime time was to pick us up at lax on aug 5at 7.15 pm from lax we followed directions and waited outside for them for 40 min and then called they told us to go the upper level and wait and they would be there shortly my husband who had a bypass heart surgery was having discomfort and icalled again and they said they were on their way but even after waiting at the correct spot the driver could not locate us andanother 15 min before i could locate him when i got home i visited the hosp to check out my husband I think all yjis was avoidable if ur driver had proper directions I would not have anxiety attack andtake my husband to er I have used prime time before and had no issues and plan on them in future u got to improve ur service
Kundan
Prime Time shuttle service
I had booked the prime time shuttle for June 27th 2019. for LAX to my home for flight arriving at 9.55 am. the flight arrived at 9.10 am and I was out by 9.15 am. The call was placed at 1 80* 733 **** at 9.15 am. was told 10 min wait on before any one will pick the message. the call was made by Prime time may be after 20 or 30 min. and was told no need to call back.at around 10. 30 got the message on the phone will be picked up at 11.00. I called again at 11.20 to customer service the connected to me to the driver. the driver was not happy due to traffic. told me will be picked up in 10.min he came at 11.54 am. Total hours wetting 2.15 hours at the air port.
Josef
Unreliable...would never refer Prime Time as a trusted service
Hired to pick us up at cruise port March 30 @ 10AM. Driver never showed. Two hours later we hired a private taxi for LESS money than Prime Time!
Anonim
They didn’t show up
Made a reservation to go to LAX from Burbank. Received a confirmation for a morning pickup today. They never showed and when I called, they tried to tell me I made the pickup time at night. I sent the agent my confirmation and she said, I’m sorry; you will have to find an alternate mode of transportation to the airport.
Anonim
Unprofessional & Unethical Behavior
I booked a round trip pick up and drop off for my parents, through PrimeTime Shuttle, whom were departing on a week long cruise on the Princess Cruise from San Pedro. Upon return from their cruise, not only did PrimeTime fail to advise them in advance that they didn’t have a driver to pick them up but they sent another driver that showed up 2 hours late in a vehicle that did not display any signage to make it easy for the public, in this case my parents, to identify their ride. At that moment in time it was raining cats and dogs and the driver had the nerve to cough an attitude about waiting for 10 minutes when in reality it was a few minutes. Once in the vehicle, my father was trying to confirm that he had the right vehicle and drivers name that he was provided with at the last minute. The driver refused to cooperate in confirming any of the information and instead began to belligerent, using profanity, and verbally abusing my parents and told them to get out of the vehicle shy of physically shoving them out of the vehicle and into the pouring rain after having driven about 150 ft. The driver, a Juan Soria, who drove a Nissan Rogue (CA 8DYC173) attempted to hastily throw their luggage out of the vehicle while trying to extort money from them by demanding $40 dollars to clean the interior of the car due to the rain. Not only was he unprofessional, he was unethical in his practices which apparently PrimeTime Shuttle condones. This has clearly opened my eyes to see that this company is more concerned about turning a profit rather then providing a customer orientated service. Rest assured I have escalated this incident to the local office and will escalate it to corporate. Not only that but I will post this on my social media and will relay this to all my colleagues in Law Enforcement to not use PrimeTime and use other competitors primarily Super Shuttle.
Lissett
Worst customer service ever
Absolutely horrible customer service. I'd booked a reservation for pick up at Ontario airport on Oct. 31. Driver was scheduled to arrive (per my confirmation email) at 8:10 PM. At 8:07 PM I received a call from the dispatcher advising that the driver had been in an accident and another driver was being sent. The 2nd driver was to arrive within 15 minutes. By 8:56 PM no driver. We ended up using a different service. Since Nov. 1 I have been calling their customer service line to request a refund. Each time I call I'm told that it's being escalated and a supervisor would call and email me. Two weeks later, no call; no email; no refund. I've had problems with them in the past but opted to give them a 2nd chance. I'll never use Prime Time again.
salina
They should close down
Updated by user Nov 09, 2018
The reservation was SL-146****. I looked up the charges, it was $24.95, not $30.00.
I have never gotten a refund. The person name is Mayla whom I email and inquired about the refund on June 15, 2018.
Original review Nov 09, 2018
well, the first time I came back from Hong Kong, I waited two hours at the airport and I kept asking the guy who works for Prime Time at the lot, he said he is in touch with Prime Time, the driver should be here in 15 min, the 15 min. turn into two hours. I finally had to ask whether I cancel it and take another shuttle. He called Prime Time and said he cancelled my trip and will get the refund via email. That never happened. I assumed I got a refund, 3 months later, I finally had the time to check, I did not get it. Second time I was traveling, I booked my trip with another website, it turned out that website was linked to Prime Time. As usual, when I came to the airport and called them that I arrived. as usual, driver is running late. 40 min later, I called again and was told the drive won't make it and will refund me. I immediately get Uber and went on line to put a stop to the payment to Prime Time. Someone please tell me how I can get my refund from them. I contacted them a week ago, no one replies my email.
Bryonna
Long distance transfer to LAX/home
My airport transfer is considered in the long distance range. My pick up/drop to LAX was fantastic. Driver was even early. He was nice and was a great driver. On the other hand the pick up/drop to home was the worst. I get it. I landed on a Tuesday afternoon. I get LA traffic so I knew getting home would take a while and I didn’t mind. The driver at first was nice and we communicated very well on how we would meet each other for pick up. It was the drive home that was traumatic. First off he was a scary driver. I literally couldn’t watch the road because I got scared he was going to hit another car or not stop fast enough. He weaved his way in and out of lanes. He tried to use short cuts that only saved mere minutes but was not worth it enough to risk an accident.AND THEN what got me was 2 things : he bypassed a semi truck from a lane not meant to take that turn to get into the freeway, which is a big NO-NO! And then another incident in 2 lanes merging as 1 he got into a road rage debate with a F250 truck and that driver pushed my drivers side mirrors in. And I’m thinking “WHAT ARE YOU DOING?!” And then by the time I got home and got our bags he says “no tips...” and I told him I did when I made the reservation. And walked away. And I thought with that ride home there’s no more extra tips. And it’s not my fault that prime time company doesn’t give you the tip. So my overall experience is a big thumbs down and I will not be using prime time ever again with a chance I might get that driver again. And it was a shame, we travel to LAX every few months and thought with the drop off to LAX going smoothly we would use the service again. But we won’t.
Kimberly
DON'T GIVE THEM YOUR MONEY
At approximately 12:45pm on 09.13.18 I received a call from the prime time dispatcher, she said that my pick up time had been changed to 4:00 p.m. I explained to her my daughter had a school event and that our pick up time had been schedule for the over a week at the 5:30pm time. The dispatcher then said that if I did not accept the 4:00 p.m. time that my ride would be cancel and that my money would be refunded. At the time I felt pressure and threatened, I felt like I was under duress to make the agreement so I said yes. As soon as I got off the call I made alternate arrangements and then immediately called back prime time to cancel my reservation and get the refund I was offered to me when they called. After being hung up on four times I was able to speak with someone and in the middle of my relay of the situation she asked if I could hold for a supervisor. It was at this time I also noticed that I had never received an email detailing my reservation with the confirmation information. Supervisor Marlene (I'm not sure of the spelling of her name), got on the phone and told me that I could not get a refund because that I had called past the six hour window. I explained that the dispatcher offered the refund if I had to cancel and that I had been contacted by the dispatcher last the six hour window. When I felt that my issue was not being addressed adequately I asked to speak with Ms. Marlene's supervisor. She said there was not one. I clarified that she did not have a boss and she said that her supervisor named Andy was out of the office and she did not know when he'd be back. I asked if he worked a particular schedule and she said that he came and left the office at will. I said that I would like to hear from him and that as I'd had previous problems with this service, I'd tried to give them one more chance, but that now I dont think I could ever use this service again, nor would I recommend it to others. The supervisor then reiterated the policy to me and I confirmed that the call was being recorded for review and that I would be getting a refund from Andy when he called. At this point the call was terminated. Approximately 15 minutes later I received a call from the dispatcher saying that I could be picked up at 5:30pm and I explained that I was waiting for a call from Andy about the situation. At 3:09pm I received a text saying a driver would be at my pickup location at 5:25pm. I responded to the text that I was waiting for a call from Andy regarding this situation. At 3:39pm I received another text with the same notice to which I replied with the same response. NEVER BOOK AGAIN!
Janine
Resolved: Worst Airport Shuttle Company Ever
Updated by user Aug 13, 2018
Update: after continued unsuccessful attempts to get my refund for the van that never showed up I started posting negative reviews on prominent websites. Someone from Prime Time responded right away to my Yelp review and within a week I had my refund. If you you find...
Original review Jul 27, 2018
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 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 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 now contacted them over 17 times and still no refund. This company is a rip off and hires dangerous drivers - whatever you do, DON'T BOOK A RIDE WITH PRIME TIME!
Anonim
HORRIBLE
I am so disgusted . THEY ARE THIEF - I paid for them to pick me at at 5:40 - the bus came to me at 4:55 when I was occupied with an Exam . I paid my hard earned money and they refused to give a refund. I am going to write everyone about this company. NOT GOOD AT ALL. THEY ARE THIEF. THEY ARE THERE TO TAKE YOUR MONEY. WHEN I CALLED THE COMPANY - SHE TOLD ME THE DRIVER WROTE NO SHOW. I HAD TO WALK SEVERAL BEFORE I WAS HELPED. I NEEDED TO GET ON TIME TO AIRPORT. please stay away. I am researching on who to talk getting my money. THEY ARE THIEF. MY APPOINTMENT WAS 5:40 I was outside at 5:10. I DON'T WHAT TO DO TO GET MY MONEY BACK. THIS IS BAD.
Morgan
They cancelled shuttle less than one hour before pickup
TERRIBLE customer service. I will NEVER use this shuttle service again and would much rather pay more for an uber or taxi. MY shuttle was simply cancelled less than an hour before I had it scheduled to pick up my Mom to take her to LAX. I'd booked it 5 days out because my husband was working and I was volunteering at my son's school. The only reason that I found out that it was cancelled was because I called back a number that I didn't recognize. When they informed me that it was cancelled they just matter of factly said it like it was no big deal. No alternative solution, nothing and they said they had given me plenty of time to make other arrangements. It was 8:30, and I was scheduled for a 9:00 pick up. They simply were not interested in offering ANY customer service to help solve this and then informed me that I would be refunded in 7-15 business days. WHAT?!?!?! How do you run a business like this??? So irritated.
Pedro
Refund Wanted
Reservation No. PT368**** My cell phone was dead when I got off the plane. Went looking for Prime Time Shuttle and there wasn't. It was a big sing saying that effective June1, 2018. No longer servicing LAX. So I made other arrangements. When I was home I got a text from 310 464 ****, saying it was waiting for me and the time was 5:42pm, I was by the curve before 3:30pm. Please provide me my refund thanks Pedro Roman P.S. My cell phone was dead when I got off the plane. Went looking for Prime Time Shuttle and there wasn't. It was a big sing saying that effective June1, 2018. No longer servicing LAX. So I made other arrangements. When I was home I got a text from 310 464 ****, saying it was waiting for me and the time was 5:42pm, I was by the curve before 3:30pm. Please provide me my refund
Sharon
Very bad service for disabled senior
On May 13, 2018 I had a paid reservation to be picked up at LAX airport. I called the company at 9:39 AM and did not get my ride until 11:15AM and 3 phone calls to the company. I am disabled and upon arrival the driver said I had to hand my luggage and walker to him as it was not his job. After handing him my luggage and walker to him I was expected to climb over the seats to make room for other possible passengers. I am 73 years old have to walk with a cane and have had both knees and hips replaced. I do not walk well. After struggling to get in van with no help from the driver the seat belts were so tight they were very uncomfortable. He had only one other passengers but then took on other passengers who did not have a reservation but offered them more help. This was such bad service especially for my senior age and disabilities. I was charged extra for my walker as well. I sent email to company but only got a reply saying that they were not at fault. I contacted customer service by phone in May 14, 2018 and they said they would review this and send me an email. Still waiting and no email. No company should be allowed to treat their senior disabled customer with no respect.
Nathan
Never ever use!!! Don’t show up and still keep your money
Waited for over and hour for shuttle, driver ignored our calls. Was supposed to show up at 9:15 and got an Uber at 10:30. Called the company and they won’t refund our money. Do not ever use!!!!! Obiviously our fault we didn’t check the reviews because this place is a joke!
Heather
Left on the side of the road and response from customer service
We made a shared shuttle reservation for a pick up at Long Beach cruise terminal to LAX. Finally we found our driver which was not a shared shuttle, but an Uber driver with our reservation. The driver mentioned that when they have a smaller pick up they do that. Ten minutes into driving we questioned why he was going so far out of the way. He was given a house address in Anaheim to drop us and not LAX. He pulled over and called Prime Time. I had a print out of my original reservation and the email confirmation, but Prime refused to accept this and said their system was correct. After going round and round for a half hour, Prime Time eventually said they can’t do anything more and told the driver to leave us on the side of the road to find our own ride to LAX. We were left in some parking lot in Long Beach. As international travelers we didn't have a working cellphone and asked if they would send another shuttle, or call us a taxi, they refused. We needed to catch an international flight we got a taxi to LAX and paid for that in addition to what we already paid Prime Time. I’ve requested a refund from Prime Time for my taxi fare and for my reservation, they are refusing to respond. NEVER USE PRIME TIME.