This review is long but I wanted to exactly quote the communication from this company so others can…read moreknow what they could be getting into. I SO wish I had been able to record the phone call, too.
I booked a wine tour for my wife and some of her best friends for her 50th birthday. The day before pickup, one of the friends had to cancel due to covid, and my wife wanted to see if there was any chance of a reschedule. Since I'm on work calls thru the day, she called one of the numbers and was told that she needed to email the request. So she emailed, and since this was also at the end of the day and she wanted to be sure that her question got thru to someone before people might go off of work, she also tried a second phone number (but got a recording). She followed up her email with one more that included some callback numbers for them to reach her or me and got a response back that scolded her for asking and calling: "The dispatch handles that! Your issue does not get resolved by calling different numbers. We are super slammed!! You have to give it some time!!"
My wife responded: "Wow. Ok. I had no way to know that dispatch handles that. I contacted in all the ways I had in order to quickly let you know what was happening before you left for the day. This email is not excellent customer service, and I do not appreciate being scolded via email for doing what would be considered the right thing by many. If you are super slammed, possibly someone would like our slot tomorrow, in which case would happily reschedule. Then everyone is happy and you even get an additional booking. If however, that is not possible, we will see you limo here tomorrow at noon."
I then got a call from someone at presidential limo who proceeded to cuss me out and demand that my "stupid wife" would stop emailing them. I'm naturally diplomatic, calm and disarming, but despite my efforts the man would not calm down, would not listen to anything I had to say, said he did not want to "hear my excuses," threatened that if we did not behave with the driver the next day that the driver would refuse us service, and eventually hung up on me.
While my wife and I were discussing whether we should just cancel (even tho they have a no refund policy), although there had been no further communication between my wife and the limo company, she received another email from him: "STOP with your STUPID responses!!!! If you are NASTY even a bit with our driver tomorrow or make stupid comments, the job is over right there on the spot. We DO NOT wish to hear from you as you did not sign the contract. You need to STOP communicating with us. We could care less what happened, we are running a business!!! You don't like the service, call someone else!!"
A few minutes later, another email: "People make reservations in advance!! Quit telling us how to run our business!! You are not in our shoes. You are very good at pissing people off! Again if I were you, I would watch my smart mouth tomorrow, because the driver will cancel the ride!!!"
At that point we'd had enough, and my fear was that the driver would likely be coached or instructed such that the experience would not be a pleasant one for my wife and her friends.
My reply: "Sir, I tried to resolve this calmly and respectfully over the phone even as you treated me without respect and insulted my wife. With your continued emails, your reaction has gone beyond being unacceptable, unprofessional and unwarranted. Please cancel the contract. We do not wish to do business with you. I understand you had a no-refund policy, but we did not pay for this harassment. If you are inclined to try and make this right, I ask that you refund our money."
Their response: "Per your request this contract has been canceled for the second time! We informed you several times to quit harassing us over the phone and over the email. There are no refunds and again this contract has been canceled again for the second time per your request. You can make all the excuses in the world you like, regardless of Covid or death, there are no refunds. We are running a business. How would you feel if we canceled it on you? You canceled your reservation once and it was cancelled and then you tried to leave it on again so it was active again and now this is a second time it has been canceled for your lousy excuses that you're making. This will be the end of our communication and please do not call or write to us. This contract has been canceled per your request."
We never asked to cancel the contract until that last email I sent. All of this came from what started out as a reasonable ask if there was any opportunity to reschedule with an assurance that if not, we were happy to keep the booking.
I would not be surprised if presidential limo replies to this and tries to make us seem like we were being rude, disrespectful or harassing them. All I can say is we have the email thread, and look at the rest of the reviews here.