Unhappy with JSL transport services

This is my first time booking with JSL shuttle and I had a very bad experience. I arrived at my pickup at least 10min before DEPARTURE time which was 7:00am. I waited until 7:07am and then I called JSL to find out where the shuttle was, the lady I spoke to wasn't at work yet so she couldn't tell me where my bus was. Then a friendly petrol attendant told me that he saw my bus leave already. The bus left well before departure time and I recieved no call on my phone from the bus captain. Then I was told that I should have been at the pick-up point 15min before departure and I would not receive a refund but would have to book another shuttle at my own expense. I am a very unhappy customer!