On August 17, 2009 I called to arrange a pick up for the following day. I had a 1:20pm flight out of SFO and was told that I would be picked up in Fairfax at 10:30am and a confirmation call would occur in the evening. I left the phone number of my location in Fairfax. When no confirmation call had been received by 10pm, so I decided to call the company. At this time, they told me that my pick-up was now going to be 11:00am (which I would not have known if I hadn't called them) At 10:45am, on the morning of my now scheduled 11:00 pick up, I called to tell them that I would be waiting outside and gave them my cell phone number in case they might need to communicate with me re: a delay. At 11:15am when I had not heard from them, I became anxious and called. The woman on the phone (named Michelle) told me that the van had been stuck in traffic and was only 5 minutes away. In a rude manner she claimed that she tried to call me, but I was not at the number I had given. When I reminded her that I had called with my cell phone number and was outside, she told me that she never received such a call from me. My mounting concern about the reliability of this company caused me to ask her what would happen if I missed my flight. She informed me that I would be at the airport by 1:20.(my flight time) Since the process of checking a bag and going through security would certainly need to be added, there would be no way that I could get to the gate on time if this were to occur. At 11:25 when the van had still not arrived, I called again. She yelled that they were stuck in traffic and 5 minutes away, I was the last pick up and then hung up on me! Needless to say, I was panicking!!! The van pulled up at 11:45. There was one other passenger in the van who was very aware of the situation I was in, having listened to phone calls while in transit. She informed me that the driver was under terrible stress and that they had been telling me that they were ""minutes"" away as soon as she was picked up in Novato! (Novato to Fairfax is NOT ""minutes"" away!!!!) My observation of the treatment of this lady driver was terrible! She was an excellent driver, but given the conditions - I can't imagine how she was functional! The person doing the scheduling had given her impossible turn around times - to perhaps keep customers???? After a very harrowing trip to the airport, in heavy traffic, we arrived at 12:40. Yes, I made it, but I would not have made the flight if the curbside attendant had not escorted me inside the terminal to the security officer, explaining that I was very late for my flight. The line in security was EXTREMELY long, and I had to be expedited to the front. I arrived at my gate as the plane had begun boarding. It is amazing to me that ""Marin door to door"" remains in business following the extremely horrific ordeal that I underwent on August 18, 2009. I came extremely close to missing my flight because of the dishonesty of the person on the phone named Michelle. I have since seen the terrible reviews of this company and am very angry that I paid $40.00 for being treated so badly. This company is unreliable. No successful business should treat their customers in such a despicable manner. There are other shuttle services, and I would prefer to pay more in order to be treated respectfully and have confidence that I would be picked up promptly and arrive safely with ample time to spare before my flight.
Cons: Not reliable
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