Unprofessional, Combative and apparently clueless.
We rented a limo from this company for my daughter's prom. It was $1200 (with a supposed prom discount). They asked for an itinerary, which we provided. In this itinerary it said the kids were going to be taken to dinner before going to prom. They agreed to do this. But the kids ended up not being able to go to dinner before prom because their school wanted them to eat dinner there. Being that we paid such a large sum and that this trip to the restaurant was already planned, we decided to go to dinner in their place, using the limo. We just asked the driver to drop off the kids at prom and come back and get us. For context, the prom was literally 5 mins away from our home, but we wanted our daughter to get dropped off in a limo for her special day.
First of all, the woman in charge of scheduling told us we were not allowed to use the limo to an already predetermined location. The only change would be the passengers, that's it. She made it seem like she was doing us a favor when in reality, we paid a hefty amount for their limo driver to only drive 5 mins, and like I said before, this stop was a part of the itinerary. We were told we couldn't have alcohol in the limo, and we respected their rule. We even got the driver dinner. All was well, until my daughter came home and told us that the limo driver didn't want to struggle with the traffic in front of prom, so he dropped them off half a block away from the prom entrance. We spent all of that money so my daughter could walk half a block in heels, like we had paid for $1200 uber ride. He told my daughter to wait for him at that corner after prom, because again, he didn't want to struggle, so he made her friends and her walk back to the corner. No one saw her in her limo. This was pointless. My daughter will never have a prom again since she is a señor and leaving for school soon. This just seemed so unprofessional. It was as if this was their first prom drop off ever. I'm sure they must do weddings as well. I wonder if they make brides walk half a block to church so it's easier for the driver.
I called the company and very politely told them what had happened, thinking, they have to try to make this better. This was just too unprofessional to not call. First off, the woman who answered immediately became belligerent, raising her voice right off the bat. I had her on speaker so my husband could overhear the conversation, and he of course got upset at her tone and matched her energy. I continued to be polite and told my husband to please step out of the room. She was yelling when she was talking so as to not let us speak. I had to tell her, you need to let me talk, I am not being combative with you. I just wanted to give her a chance to try and at least show us that this company respects their customers and that when situations don't go as planned there is at least a bit of contrition. She said she would give me a discount in the future. Why would I return to a limo service that gave such poor service? I'll never use them again. There's no accountability. I told her very politely that I was sorry, but I would have to post a negative review because it's business. I also own my own business and if a costumer is not happy with what was done, I take responsibility and try to remedy the situation right then and there. I don't tell them to come back, because the likelihood of them coming back would be zero to none. But because I take responsibility and try to make up for my mistake, offering a discount at times, because it was an error on my part, they usually do come back. It's just the ethical thing to do.
My daughter's prom experience was not what we had hoped it would be. She's my youngest, so we wanted to make it special. It would have been special if we had gone with a different limo service.
This woman completely lied and took no accountability for their actions in her response. Basically, if you don't agree with her, then too bad. They already got your money, so whatever. Another lie, she's saying we had 15 people waiting for the limo. They obviously don't know how proms work. OBVIOUSLY there were a lot of people gathered to take pictures of the five kids that were going to prom.
Didn't want to use names, but I guess this is how unprofessional they are. The woman's name is Erika. Good luck with her. She has no customer service skills whatsoever. Maybe try ACTUALLY calling the customer back or at least letting the customer know that they are not being ignored. That you're figuring it out. But no, she just decided not to call me back. read more