Prime Time Shuttle
Los Angeles, CAConsumerAffairs Unaccredited Brand
I saw Prime Time's ad for pick up and delivery to LAX offering their services with customer service phone numbers to call if you are late arriving. Also, as part of the information they required was your flight number so they could monitor the flight. That's what I was told. We arrived late on January 8, 2018. By the time we got through customs it was 10:45 p.m. I kept calling the 310 and 800 numbers for pick up as the van was not there. I waited on hold for 15 minutes when their recording said my wait was less than 2 minutes, then left my name for a callback. No call came after 1.5 hours so I paid a cab almost $90.00 to take me home.
I called them for a refund and was promised a refund with 5 days. After 10 days and no refund I called back. I was then told that upper management decided not to refund my money because I didn't call them, which was untrue. On the night of my arrival, January 8, was the major rainstorm that caused the Montecito landslide. It was coming down in buckets. I had paid for the return trip home and had 2 phone numbers they had previously provided, and they are telling me I didn't call. So they never returned my payment. These people are not honest.
Paid for an exclusive Van, arrived at their spot in the curb 20 minutes earlier than my reservation time. I was checked in by their attendant at the curb, and he called their dispatch to confirm my reservation and our Van. He said the van was on its way. An hour later, I checked with the attendant and he said the Van was just stuck in traffic and it’s on its way. Two hours later I had to call customer service, they told me the same thing and confirmed with dispatch that the van was 30 minutes away. It was 9:30PM and we were standing and waiting for at least 2 hours already. We waited till 11:00PM, the attendant was no longer around and I called customer service. The lady on the helpline said that if I can wait another hour at least, a van might be available. She said there was no available van since 7:30PM (when I checked in), that can take me to my city.
And the helpline kept on blaming their dispatch. She can't even provide a solution or a workaround, or an explanation for what happened. I cancelled my reservation. They have lost a customer that night (8 if I counted the other customers beside me last night with the same problem). Making us wait for 4 hours in a cold night with our kids was horrible. Leaving us in the curb without even telling us what happened to our reservations was just plain stupid. Customer service giving us assurances that the van is coming and not informing us that the their vans couldn't make it to the airport after 3 hours just shows this company does not care about their customers. And by the way, they will need at least 7 business days to process the refund. And by the way, the traffic was very light around the airport that night. This is the worst shuttle service I have ever experienced.
I had a reservation to return from LAX and was left stranded at the airport. After many calls to Prime Time Shuttle I was told to find alternative transportation home because there was no van going to my home location. They told me I would be compensated for any alternative transportation I had to obtain. They lied to me, and was then told that I would only receive a credit for my original reservation. Prime Time screwed up and I had to pay for their error. I will never use their service again and will report them to the Better Business Bureau. I will also tell everyone not to use them.
I contracted with PTS to drive my Daughter from Azusa Pacific University to LAX for her flight home during her Christmas break and then a return Shuttle from LAX to APU. Upon her return the shuttle that picked her up she said was very sketchy and felt like it was going to break down at any minute and also the driver made her extremely nervous. Upon her return to LAX they kept her waiting for over 1 and a half hours before telling her they could not provide her the service back to her college. Several excuses were given, (overbooked, Too Busy, the van she was booked on just broke down, etc). Offered a refund but then she had to get a Lift back to her dorm at 3 times the price the shuttle was supposed to provide. NEVER EVER DO BUSINESS with this company! This is ridiculous! I will be calling LAX and the state Attorney General to see if they can be banned from LAX property as well as sued for overbooking their crap service!
I had a reservation for pick-up at 8:15 AM on 1/01/18 at LAX. Called to check-in and was told the wait is 35 minutes. At 12:30 PM I was still waiting... called to complain and requested reimbursement.
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We placed and scheduled a pickup for our morning flight 5 days prior to our trip. We were told that someone would pick us up at 3:25am in our confirmation. We all had separate returning times so I called to confirm our pick-up time and see if we coordinate everything. We discussed logistics and everything seemed set. We received a call 4 hours before our pick-up time telling us that the pick-up time needed to be moved up to 3:05am.
We were standing in front of the house at 3:00am. 3:25am rolled around and I called to see what was going on and was THEN told that our shuttle would not be arriving because there was no shuttle available to pick us up. When I asked why were we not informed earlier he just told me we would need to find another form of transportation. He did not offer any solutions or credits or to pay for whatever RUSH transport we were going to have to find or for storing our vehicle for 2 weeks . NOTHING. He just kept repeating the shuttle was canceled. We literally were left stranded on the side of the road with no way to get to our flight that was over an hour and a half away and no compensation whatsoever.
I've made these reservation for my parents that was coming to visit me. First, they waited a whole hour at their house, but the van never showed up. Because of that they need to rush and find a way to get in time to the airport. Can you imagine two elders rushing? Second, when they got back to the airport, the person at the curb said that the service ends at 12 am, and that the reservation was made for the wrong date (08/24), and the correct should be 08/25. The reservation is correct.
My parents ended with red van shutter drive charging them US$90 just to get home. Now it's been more than 50 days to get a small refund, and all I get from them is, "Refund is already made in May": that was from the first leg, the "no show" episode. And what about the "service not allowed" episode? And the extortion by the driver that should have driven them without charging any extra? All I get is, "Wait, we will check". Never again will make business. Drivers don't show up and people behind the counter do the same job as the drivers.
I am a PTS customer for life! First, I called for a reservation terribly late! Was able to get a 4 am pick-up on time to LAX from the OC. Traveling to LAX in the dark, I couldn't locate keys, but thought I had put them in my suitcase. Arriving at Hawaiian Air I told the driver I hadn't found my keys but would check my suitcase when I had a chance. Went thru reservations and was about to go thru security when the driver tapped me on my shoulder. He had found my keys in his van and brought them to me! To do this, he had to drop off the two remaining van passengers, drive back to Hawaiian Air terminal, park, and find me before I went thru security! I couldn't believe what he had done and I told him so. I can't tell you how much I appreciate his effort... He really didn't have to go thru all that trouble just to return my keys, but he did. Service above and beyond the call of duty and I am now a PTS customer for life!!
I will never travel with Prime Time Shuttle again. My pick-up time was moved to an earlier time several hours before pickup but with all the stops I barely made it in time to catch my flight. On the way home, there was no one at the pickup station in LAX, the driver was half an hour late, we drove around the airport for over half an hour, at one point the driver pulled over, got out, chatted with his buddies, went inside the airport, came out a bit later. He also switched drop offs, was extremely rude, threw my luggage around. I called customer service immediately when I got home, got someone who did not speak English and told me the only thing she could do was put a note in my file, that I'd need to email Prime Time Shuttle... There's customer service for you... I will NEVER travel with them again.
Booked and paid for a round trip shuttle from San Bernardino to LAX. After flying out of LAX and on vacation WE WERE NOTIFIED that a conflict in PRIMETIME scheduling required we use an alternate shuttle which PRIMETIME will arrange for our pick up when returning. Primetime gave us the name and telephone number of the company.
Upon arrival no pick arrived and they would not answer their phone. So STRANDED with 7 people (3 and 5 yr old) at 11:30 pm. PRIMETIME is reckless and respects no contractual obligation. Their business license should be revoked. Slimy, dishonest, reckless. We are consulting a legal advice as to options available. DO NOT JEOPARDIZE your well being dealing with such unprofessional, dishonest and uncaring reckless third rate people.
Left my mother stranded at 6 am scrambling to find other transportation to the airport after receiving confirmation from them that they would be there the night before. They refunded her money for that leg of the trip and cancelled her reservation at 2 am. For the ride home we called to be sure she still had a reservation and they said they couldn't guarantee it.
I had a private van reserved for 6 from Huntington Beach to LAX. The trip to LAX was uneventful. The return trip was another story. I emailed Prime Time updating them about the one hour delay. Instead of arriving at 11:45 pm, it was going to be closer to 1 am. I received an email thanking me for the update telling me to rest assured that a van would be waiting at the new time. Upon arrival there was no van. The customer service number puts you on hold for about 15 minutes. Somebody finally calls back to tell me that there are no vans available. At that point they cancel my reservation and told me that I would be refunded. I was also advised to find alternate transportation home. So by now it's after 2 am, they wash their hands of it.
In my group my in laws are in their 80s. My kids are 11 and 13. They have been patiently waiting an hour for a van that had no intent on fulfilling their commitment. I managed to plead my case with a guy at SuperShuttle. Unlike Prime Time, the guys at SuperShuttle stepped up and delivered when I was desperate. Followup email from Prime Time after I emailed a complaint was as useless and dissatisfying as their performance the previous night. Unbelievable.
Booked with Prime Time Shuttle (on their website) for an airport picked up at 11 pm in LAX (this was for a pick-up last night). When we arrived we called immediately to inform Prime Time that we had arrived, but never spoke with a live person and could only leave a message. By 11:30 pm a shuttle finally came by and told us he was not our van but would inform dispatch that we arrived and are waiting. He gave dispatch our reservation and info, as well as another couple who had been waiting 30 minutes longer than us. He informed us someone would be coming by shortly. Midnight rolled past and still no shuttle, no contact, no phone call, and no e-mail.
We called multiple times and tried the Prime Time App but never was able to talk to a live person or get any info as to when we would be picked up. By this time Super Shuttle had picked up 4 loads of passengers at out terminal and we saw another half dozen Super Shuttle vans drive by; we had only seen one (1) Prime Time van drive by in that same time period. At 01:00 am we had enough and finally took a taxi home as Prime Time stranded us and never responded to our calls.
Finally at 02:47 am this morning we received an email from Prime Time cancelling our pick-up, which simply said this: "Your Prime Time Shuttle Reservation ** has been canceled by an Prime Time Shuttle admin. Credit has been refunded to your account. If this was done in error, please contact customer support (firstname.lastname@example.org)." REALLY! THAT IS ALL THEY HAVE TO SAY AFTER THEY LEFT ME, MY WIFE, AND MY 8 YEAR OLD STRANDED AT THE AIRPORT. ** THEM!
I wanted to change my pickup for LAX the day before I left. You can't get them, except by text and when they ignored me, I found a number to call and leave a voice mail. Eventually they called back and the rep told me I could change my pick up for the next evening, but it would cost three dollars more. I said that was fine and he charged me accordingly. They sent a text confirming my pick up. The next day, later in the day, I was told that my pickup time would be changed, barely getting me to the airport on time with one, not two hours heads up as required. I talked to them via phone and was told that I was the last on the pickup that day and that they knew what they were doing. I got a couple more confirmations and I texted back -- "Are you sure you can get me to the airport on time?"
One hour before they were to pick me up, I got a message to call the office. I called the office and was told I did not pay for this pickup and therefore, it was being cancelled. I argued with them. The day before, the rep told me that the extra three dollars' cost was added to my credit card. This time, however, "the office" said the pickup was not paid for, they would not be picking me up and I should find my own ride to the airport. I was stunned. I asked her why we were doing this in the 11th hour. She said "Ask your hotel to find you another ride." I will never use these idiots again. Fortunately, I had UBER on my phone, got an UBER driver within 7 minutes and got to the airport early for less money. If UBER and Lyft are putting companies like this out of business, maybe they should try to do the right thing to stay in business... Prime Time Shuttle sucks.
On March 16, 2017 my husband, sister and myself we returning from our Hawaii Vacation. We had prepaid for our ride back to Camarillo, Ca. Our flight came in earlier than expected so we got our luggage and checked in with the shuttle attendant about 3:20 pm. We were scheduled for 4:05 pm pick up. 4:05 came and went it was now 4:25, I went to the attendant to inquire about our ride and was told it's on its way, they are in route and was given a shuttle number to look out for. A shuttle pulled up with the number on it that I was told was our shuttle number. I ask if that was ours and immediately I was told no. I called Primetime shuttle and spoke to a young lady who was very rude telling me we are looking for a driver that will be going your way. I stated what, I've been sitting at the airport for over an hour now waiting for our ride home. The person on the phone hung up on me.
I went back to the attendant to find out what was going on. I was told that she was waiting on information from the dispatcher to see what was going on. 15 minutes go by again and the attendant came to me and said they were sending out an SUV to pick my party up and they should be there in 15. 20 minutes later an SUV pulled up and the driver began to put our bags in the vehicle, he hesitated and went over to speak with the primetime attendant then returned to my party and stated that he had to wait to 2 other people who were riding with us. Needless to say we all were very upset. We waited on our ride for about 2 hours and on top of that we had to wait some more for others to get off their flight.
Primetime Shuttle has a slogan on their shuttles that state " where on time or you don't pay." This is not true. I asked to be compensated and their reply was take it up with the complaint supervisor which I would have to call the next day to speak to. Our flight arrived into LAX at 3:00 pm. We did not get home until after 7:00 pm. We will never use this shuttle service ever again and I will tell everyone I know not to use it either.
STOP THIEVES. I had a shuttle collection arranged to take me to LAX for a flight. At 40 mins late and after being told for the second time it was 10 minutes away I couldn't wait any longer and had to hail a cab to take me incurring significant expense. Unsurprisingly there has been very little response to my emails to customer services with no sign of a refund.
PRIME TIME SHUTTLE FOR LAX DEPARTURE'S GONE TOTALLY CORRUPT AND INSANE. Mercifully, I brought ** to sleep on the flight LAX to Bangkok because I was going to need THREE PILLS before it was all over waiting for PRIME TIME SHUTTLE outside my apartment in Los Angeles. On November 14, 2016, at 9 a.m., Tuesday I made an reservation to be picked up the next day, Wednesday, at 6:30 p.m., for an international flight to Bangkok. I received a internet confirmation that same day.
I was ready for the pickup and transport to LAX at 6:30 p.m. on the 15th as clearly stipulated in the PRIME TIME LAX SHUTTLE email confirmation. By 6:50 p.m., waiting outside with my luggage, no PRIME TIME airport shuttle had arrived (AND THEY WEREN'T EVEN COMING!!!). With an international flight you are supposed to arrive at least 3 hours in advance.
So, I called PRIME TIME up, in extremis, and was calmly told that I, of all people, had canceled the pickup!!! I told the rude customer service operator that I did no such thing, and had no motivation to miss my international flight, as precious time to get to LAX was ticking away. I literally begged for them to call me a cab SINCE I HAD NO PHONE BOOK. The sadistic customer service agent said that was against company policy!!! To make a long story short, my neighbor miraculously drove up into the parking lot, and seeing me with luggage, in such distress, and knowing that I was surely going to miss my flight... IN MY DARKEST HOUR... drove me to LAX!!! We're running like in an unending nightmare. I BARELY CAUGHT MY FLIGHT!
Do not, I REPEAT, do NOT use this company. We had prepaid reservations and waited 2 hours for a pickup! They kept telling us it was on the way and we kept checking back to be told it was on its way. Then they said "Oh they didn't see your reservation. We are so sorry and will send you a private SUV." The private SUV came 1/2 an hour later and it turned out to be a van with other customers. Private NOT! Driver was rude and on the phone the whole time! We had a two year old with us and he didn't even wait for us to get the car seat in before driving. Worst experience ever! Stay clear of this company at all costs!
My wife and I had prepaid reservation for a trip from TO PLACENTIA CITY, WHERE WE LIVE. After claiming our luggage, we reported to the Prime Time Stand at about 4:23 P.M. The agent, Youssaf was loud, parroting the same unhelpful answer to all passengers: "It may take half hour or less, or more!" When our shuttle came the driver wanted extra money for the carry-on bag (one each for me and my wife) although it conformed to the limits disclosed by the Prime Shuttle company. I tried to argue in vain, because the agent, instead of supporting the customer on a cause that was right, asked me to negotiate with the driver. Not wanting to prolong our agony (13 hours of exhausting journey from Hongkong to LAX), I settled for a payment of $10. The driver had loaded the luggage and was visibly upset when I asked him his name. He immediately unloaded the luggage and drove off.
When I asked the agent to intervene, he merely said, "You want to deal with the company directly?" or words to the effect. Two more Shuttles came but did not stop. Ultimately, I called "MERA" and "CHRIS" at the customer service, asked CHRIS to charge $10 to my credit card, and asked her to reflect this transaction in her confirmatory email to me. She did not do this. My Reservation No. **, and the license no of the driver who did not take me but unloaded the luggage is **. Without bothering even to verify the dimension of our two carry-on pieces, MERA shouted back, "That has already been settled. You need to pay extra for your baggage", or words to that effect. What kind of service is this? Finally, I was dropped home at 8 P.M. The reason for this review is to alert the management to the rude and inefficient business ethics of the staff and also warn future travelers against hasty booking without verifying all of the disclosures of the company.
Do not use this company. This company, Shuttle2LAX.com is Prime Time Shuttle's way of hiding behind a different name. If you make the mistake of using them and are at LAX, you'll find this company's tiny little podium stand outside the baggage claim area operating as Prime Time Shuttle. The bottom line is that I booked to and from trips from L.A. to Sacramento. Someone in their personal vehicle picked me up to take me to LAX. When I returned to LAX at night, I spent over an hour trying to figure out where this company operates at the airport and looking at other ways to get home from there. Finally a driver pointed me to an obscure service desk where they told me how to find them.
I had a reserved time, already paid for, and they never delivered. The guy at the podium gave me a number to call and the woman said they had no intention of providing me a ride as they didn't have enough bodies lined up to make it worth their time. I paid $75 for a cab (with tip) to get home. I filed with the BBB and Prime Time did nothing. I filed with the Public Utilities Commission who almost did nothing as well. However, I used my complaint with them as leverage and got reimbursed for the cab. However, it's the reckless way Shuttle2LAX does business. Leaving people stranded at the airport, at night. The more vulnerable population could be greatly affected by this reckless practice. And, the Public Utilities Commission has a million excuses as to why they won't look into it. So, please don't use this company. There are other options, and make sure you check them out closely.
I had to contact customer service this time for reservations. Gave the lady my credit information and had my reservations. Got to LAX Airport and discovered my last name was misspelled but got my reservation with my card. My credit card company notified me of some charges that I did not make. Come to find out an account was opened online and with my misspelled name they used my credit card to rack up 300 dollars in merchandise. Prime Time has not returned any of my 20 messages I have left for them. This company is a FRAUD.
I reserved a shuttle to and from the airport for my wife and son. On the way to the airport, the driver had trouble staying in his own lane (early AM). As for the ride home, they were over 2 hours late picking them up. I have concerns about Prime Time's safety and integrity. Would not recommend them.
Was given a 9:55 pick up time. Checked in. Was told 15 minute wait. After 30 minutes checked in again. They stated that LAX time don't mean anything. The driver was rude to other passengers. When one stated where she was going he said "if I wanted to know I would have asked."
We book shuttle service to Airport and we were stranded for Three Hours at LAX Airport! We paid and Book 5 weeks Ago! Why this company doing Business! False promises! Take money in advance and our valuable time! Moments! Tired flying 11 hours + wait another three hours! And we call police! The Supervisor so rude! On the top! Please do not use above these services and file the complaint with Los Angeles City to remove them to do Business at LAX Airport. Do not use them! The worst ever experience in my life! Do not use Prime Time Shuttle at all! Uber gave me service in 5 minutes!
If I could give 0 stars I would. I had a 1:35 reservation. It's 3:15pm and I am still at the airport waiting for my car service. They keep saying they are out of cars - here they have picked up walk ups. They were 20 minutes late picking me up to come to airport, now even later taking me back. I have no confidence in them. When I talked to scheduled she told me to cancel the reservation. How am I supposed to get a last minute ride? Get a taxi & pay triple the amount? They refuse to pay for or provide an alternate ride.
I was stranded at LAX at 1:00 AM even though I had paid months in advance for private sedan service. No one at the company cared, and after waiting and calling for two hours, they just said to find "alternate transportation" to get home. It was said so casually that I had the feeling they do this to people all of the time. I guess it's nothing new for them. I wish I had read the reviews here before from those who shared the same experience, being stranded with no way to get home and no refund being given. Customer "service" on the phone is useless. Supervisors are never there, but they probably wouldn't care if they WERE to actually come to the phone. I use the word "service" although it in no way resembles any type of actual service. I don't understand how such an unethical company can still be in business. They don't care at all what happens to their customers. Who knows what could have happened to a woman in Los Angeles at 1:00 AM!!!
Last month/ 28 Mar approx. 7:15PM in front of Delta terminal 5 international arrivals I had approached Super Shuttle first and I was told the wait time was approx. 20 min. When I inquired with Prime Time the male attendant told me 15 - 30 min but I decided to go with Prime Time. It was cold and windy and I waited 1 hr! Every time I would ask how much longer he would say "any minute!" The lady on the same van also waiting said she had waited 80 min! The van that picked us up was 844 operated by an African American driver. Instead of checking if the van was full she continued to stop and pick up other passengers and put their luggage in the van before checking to see if there were any empty seats and then having to remove it when she finally realized there wasn't one seat to be had. I was the 3rd drop off. I had 2 $20's and the booking agent at LAX told me the price was $27.
I asked her for $10 back giving her a tip of $3 for just pulling my bags out and leaving them on the street! She comes back with $7 and tells me she has no change. When I said I then wished to pay with a credit card she claimed she did not have a machine?!!! Since when does a shuttle company operate without a credit card machine?? She left me on the street saying, "I'll email you the $3!" I just took Super Shuttle yesterday also from the same Delta terminal 5 location and was charged $25 to the same address ** Mariposa Ave. and waited under 15 min. And the driver brought my luggage all the way to my front steps! I always have used Prime Time but will never use you again based on van 844's insolent and rude attitude! I am in marketing and sales and word of mouth is a strong sell and I've already told many of my airline coworkers the disservice I received. I also called it in and spoke to a Chris this past Friday.
We pre-paid and booked an exclusive shuttle for 11:40 AM, 29 March 2016. We were a party of three with 3 medium-sized suitcases, one box and my husband's mobility scooter. The reason we booked and paid for an exclusive van is because of my husband's handicap and so we wanted to go straight home instead of having to do a circuitous route. Our flight was several minutes late and we got to the Prime Time Shuttle dispatcher at 12:15 PM instead. It seems that they do not honour the appointed time but service you on a first-come-first-serve basis. The Prime Time Shuttle dispatcher told us that because of the traffic, there would be a delay of 20-30 minutes. Well, we waited for more than an hour.
To make matters worse, the driver did not want to take on my husband's mobility scooter and claimed that he was not informed that he was taking on a handicap. He wanted us to unload all our baggage and scooter but the dispatcher prevailed on him. It was an ugly scene at the curb side and we had to go through this after an exhausting 14-hour plane ride. I will never take this shuttle service again and I advise others to stay away from them.
In December 2015 I had a trip booked (and prepaid including tip) from The Roosevelt Hotel to LAX. And like so many others, my shuttle failed to turn up, leaving me to catch a taxi at a cost of US$65. After weeks of emails, I was finally promised an Amex card to the value of the taxi fare (not before having to forward proof of the cost). Needless to say, the Amex card never eventuated and all correspondence from me to Prime Time requesting an update has been ignored. This company rates up with the very worst I have ever dealt with in my travels – and I've been to all 7 continents, so that's quite an accomplishment, but not one in which they can be proud. They do not even deserve the single star rating I've been required to give them.
On Thurs 02/11/16 I arrived at international Lax, had delay flight, so went to the prime time shuttle counter at gate B around 10:45. A lady named Yolanda set me in a prime time red van. The driver, an African American oversized woman dropped me off around 11:45 at the west gate of where I live **. Coincidentally another resident arrived behind the van. The driver jumped in the van and without charging me drove off before unloading my luggage from the trunk of the van. I yelled begging to give my luggage but driver speeded up and drove off.
The other resident witnessed everything. At the same time I was on the phone with prime time shuttle customer service Ms ** to double check if I had a pre reservation or not, so she heard the story too. She connected me to the supervisor Christine, so the other resident and myself told her the story. I called 911, officer T. ** #** came over. Officer said he spoke to the supervisor Christine and if I wouldn't hear from prime time shuttle till the following day, I should inform him.
At that time I didn't know the van's #. The following day I drove to airport with a Private investigator and found the lady who put me in that van at gate 3 around 6:20. She instantly remembered me and made me a prime time card with her name Yolanda and van #844 on it. She said she forgot to give me a card the night before! Yolanda called her manager, they knew what happened and knew the driver who denied my luggage in the trunk of the van. On Sat 02/13/16, not hearing from anybody from prime time, I filed the incident at the Orange police station, as officer ** told me. Police has asked a copy of our surveillance camera at the west gate from our leasing office.
I have non replaceable, priceless and memorable stuff in my grayish silver large samsonite. Such as childhood pictures and video of my kids, ancient books from my father's library, my paintings, my blood pressure medicine, valuable gifts, valuable personal belongings and many more. To my understanding this is a criminal stealing, and yet the driver is out there driving other passengers and probably stealing. Please help me find my luggage and punish the driver. I have complaint against Prime Time Shuttle for not replying to my emails, voicemails, and not paying attention to this horrible incident.
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