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Worst Customer Service I Have Ever Experienced - Review by Guest | Suburban Express

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Worst Customer Service I Have Ever Experienced 11/2/2011

Do not use this service. Or if you do, be very diligent about your ticketing with them, or it may cost you hundreds more dollars than you've expected. Here's my story: I had pre-purchased two tickets for travel with Suburban Express, for travel dates two weeks apart. Apparently, on the earlier date of travel, I accidentally used the ticket for the later date. An honest mistake, right? I didn't catch it, and the driver said nothing, though he seemed to have looked at my ticket. A month later, I get an email informing me of my infraction. Not only would I be charged $30 for the ticket, I would also be charged $100 "as stated in the terms and conditions," for ticket fraud. Ticket fraud?! I contacted the company, gave them the reservation numbers for both tickets, trying to prove to them that I was a legitimate customer who had made an honest mistake. The customer service representative said they'd review my case and get back to me. A few weeks later, still not having heard anything from them, I called to check. They said my case had been denied and there was nothing--nothing--I could do about it. Sure, I'd read the terms and conditions and knew about the fee; sure, I should've looked more carefully at the ticket I'd brought with me to the shuttle. But don't we all make honest mistakes? Don't expect to make a mistake with Suburban Express. People who make mistakes are considered frauds. Up until this experience, I'd had a decent time with this company. But now I will choose from among the many other shuttle companies in C-U that offer the same service. If you choose to ride with them, just be REALLY careful about which ticket you take with you and don't expect your rock-solid proof of purchase to mean anything. more
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