In my twenty years of customer service exchanges for either large or small ticket transactions, Aspen Limo Tours pre-service, service and post service customer experience was by far the WORST EXPERIENCE TO DATE.
We had contracted with Aspen for a fun family night and concert limo ride to McMenamins Historic Edgefield Concert arena. Our group consisted of three couples and five children, ages ranging from eight to fifteen.
Our scheduled pickup time was 6:30pm. Our driver Rosemary arrived early at 6:00. At 6:30, Rosemary informed us that if we didn't depart at 6:45 we would be charged an extra fee. In addition, she stated that no food was allowed in the car. This left little time for the kids to eat, so we asked if we could place our pizza in the trunk of the limo. In between 6:30 and 6:45 Rosemary informed us by CAR HORN that our group needed to leave by 6:45.
Once we reached the middle of the Tilikum Crossing bridge, Rosemary conveyed that our stop in the middle of the bridge was not planned and that the car wouldn't start. After forty five minutes of obscenities from drivers behind us, diesels dangerously whizzing by, crying children concerned for the safety of parents who attempted to retrieve the pizza in the trunk, and one verbal exchange of a couple fighting over the last glass of champagne; the state roadside assistance vehicle pushed us to the side of the exit. Rosemary dispatched another vehicle to take to us to the concert, however, couldn't provide an estimated time that they would arrive. We contacted two Ubers. While waiting for Uber, or the replacement vehicle we ate the pizza from the trunk, and we offered the now crying Rosemary some pizza.
I loudly informed Rosemary, "Hey you better not eat that pizza in the fucking car."
With the Karma universe restored via Rosemary's request, and my champagne fueled retort, the replacement vehicle whisked us off to the last half of our concert. None of what I have described is a reason for a bad review, merely a series of bad luck events and a employee exhibiting poor customer service traits. After our discussion with the owner, I determined it was likely the result of the trickle down company culture established by an emotionally unintelligent owner. Any owner of a service business realizes that repeat business is much more inexpensive to secure than new business, so we were surprised that we didn't hear from Aspen to rectify this poor experience.
We enjoyed the last half of the concert and thought we would hear from the limo service after the concert. The evening of the concert, we did indeed hear from Aspen. Rosemary, via text, informed us that if we didn't return a glass from the rescue vehicle, we would be charged an additional twenty dollars.
On Sunday, we reached out directly to the owner, Bill, to see if we could come to an amiable resolution. Monday's call with Bill completely solidified why Rosemary exhibited the traits described. We merely reached out to Aspen out of principle, to see if they would at least offer an apology as a refund wasn't expected. I have selected several key phone exchanges we had with Bill;
"People like you are takers."
"I had to pay $1,200 to fix the bumper from the roadside assistance vehicle. That is your fault."
"Your disgusting. Your pathetic."
"I am a voting Republican that is why I hate your taker type."
"Take this up with your husband."
"You will be hearing from my attorneys."
My favorite, which should be Aspen's new marketing slogan... "I hate this business."
I only hope that my next experience with Aspen is a limo ride with my competitive eating team after a celebratory first place performance at the "2017 Portland Taste of India" and after an explosive bout with violent Giardia.
Losing the the non-refundable deposit would be entirely worth it. read more