I've used this service for years (hence my kinder 3 vs 1 star rating) but as they've grown, they've lost some of their customer service. I understand small businesses need to manage business, working smarter and harder than the other guys. As Bend continues to grow and attract more discerning customers , more services will be offered and those that don't perform won't make it. This falls in the 'duh' category.
So when I was left with no ride at 12:30 am after sending a pic of my itinerary to the email address, it was irritating at best. Also, as I wasn't provided a contact number for my driver, I couldn't call to see what happened. Fortunately Hertz saved me and I was able to rent a car to get home.
If it had only been the missed reservation, I could have overlooked it and chalked it up to error after my driver apologized the next morning for the mix up. However, I won't overlook the fact that while the owner went into detail of how he had given the driver the information for a different customer's flight, he never apologized for his error. At the least, there should have been an apology; at best, he should have also comp'd my next ride.
I am what they deemed a 'frequent customer' and they've always shown up before when they were supposed to - even at 3:45 am. So I decided to give them another chance. I reached out on a Mon for a pick-up for a Monday pick-up two weeks later. When Sat rolled around and there was no response to the request, I decided that while I may have been a frequent customer, I definitely am not a valued one. And maybe the owner took it as an opportunity to rid himself of pink dollars he deems unnecessary (my partner and I travel together frequently). I'm sure I'll never know, nor do I care.
While frequency may have saved me $10 on my rides (unless they landed after midnight), it didn't save me from being disappointed enough in the lack of common courtesy to no longer require their services - especially when I can rent a car and drop it in Bend for less than the cost of the ride and tip. read more