Prime Time Shuttle LAX Broken Promises, Lost Luggage Internet

Lost Luggage and Broken Promises
I used Prime Time On-Line Chat from Costa Rica to query staff about details of 12:50 AM pick up at LAX...I was told to expect a service coordinator who was not present upon arrival...30 mins later a van arrived with a grandfatherly driver who loaded my family of five into the van...when we arrived home after 2 AM I discovered that a piece of luggage was missing and Grandfather-driver told me that he loaded all bags-I must have left one in baggage claim. He then told me that there are no staff available to check for bag at LAX but he'd return me to LAX to look for the bag but I'd have to return home on my own. I drove back to LAX and found LAX-PD inspecting my bag at Prime Time shuttle spot. I called Prime Time customer service to request refund and was told that the On-Time guarantee does not apply at LAX and that the website shows that no coordinators are on-site after 11PM. Madame Customer Service representative told me that "I understand your frustration" but since I had no written documentation of the On-Line Chat promise, "I'm sorry, you do not qualify for refund"...I called my bank and told my bank that PrimeTime did not deliver on promises and does not "qualify" for my fee payment- I think I have a better reputation with my bank than Prime Time does with customers!