EXTREMELY DISAPPOINTING EXPERIENCE, I WOULD NOT RECOMMEND NYC STATE LIMO…read more
My family and I traveled to New York over Labor Day weekend with our children, who were visiting NYC for the first time. We arranged in advance for NYC State Limo to pick us up at the airport, hoping to make the trip special and stress-free.
Unfortunately, our flight arrived ON TIME, but there was no limousine waiting for us. We were told our transportation had been canceled because they believed our flight was canceled. Our flight was never canceled--the flight number changed, but the departure and arrival times remained the same, and we arrived as scheduled.
They stated that they tried to contact me but could not reach me. Of course, I was on the airplane with my family. Instead of properly verifying the flight information, they canceled the service we had already arranged.
Afterward, I asked them to provide transportation for our return trip to the airport as a reasonable way to correct the situation. Instead, they offered me a discount on another service. Why should I pay again, even at a discount, after they failed to provide the original service?
The most disappointing part was the lack of accountability and meaningful effort to make things right. When someone books an airport limousine service, reliability is the entire point.
What was supposed to be a special part of our children's first trip to New York became an unnecessary source of frustration. Based on our experience, I would not trust NYC State Limo with an important pick up again and cannot recommend their service.
Extremely disappointing, unreliable, and unacceptable customer service.
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Hi Nguyen,
I'm following up on our conversation yesterday. We understand why you were disappointed, and we have reviewed the situation again with our management team.
The chauffeur was assigned to your reservation and traveled to the airport based on the flight information we had received. When that flight showed as cancelled, we tried to reach you but were unable to confirm that you had arrived on a different flight. The reservation was then recorded as a no-show. We still had to pay the chauffeur for the time spent traveling to and attending the airport pickup, which is why we cannot refund the full fare.
Management has approved a 30% refund of the amount you paid ($109.73) if you remove the Google review you posted. We would also be pleased to offer you a 10% discount on a future booking. Once you let us know the review has been removed, we will process the refund and email you a confirmation.
Best regards, Moe.
NYC STATE LIMO
#1 RATED CAR & LIMOUSINE SERVICE
This is the email I received from NYC State Limo, along with my response. I'm sharing both publicly so everyone can see firsthand how this company handles customer complaints and negative reviews. I believe potential customers deserve to know before deciding to do business with them.
Hi Moe,
Thank you for your response. Your email has only reinforced my disappointment with NYC State Limo.
What I find most disturbing is that your company is offering me a refund only if I remove my negative Google review. Is this how NYC State Limo handles dissatisfied customers by offering money in exchange for their silence? Rather than taking accountability for a service that was never provided, you are attempting to make an honest customer review disappear.
Regarding your explanation about having to pay the chauffeur for traveling to the airport, I would like to remind you that I had already paid $365.75 in advance for transportation that I never received. Your internal arrangements and expenses with your chauffeur should not become my responsibility.
I am perfectly happy to lose the entire $365.75 if that is what it takes to ensure other potential customers know how NYC State Limo conducts business.
My review is not for sale, and my silence cannot be purchased for $109.73. In fact, your offer to condition a partial refund on the removal of my review is something I believe other customers deserve to know about. I will be keeping my review posted and updating it to reflect this latest experience. Customers deserve transparency before trusting a company with their money and transportation arrangements.
Regards,
Nguyen C
