I will start with the positive - the car was clean and the driver was pleasant (though unmasked).
Now the rest of my experience...
My family (me, my wife, our 7yo) were set to fly out of Seattle on early Sunday morning, 7/31. I called the day before to schedule an early AM pickup from our house to the airport. That evening, we were notified that our flight had been cancelled and that we had all been re-booked on different flights (me through Denver, my wife through Houston, our 7yo through LA, but that's an issue for my United review). After some time on the phone with the airline, my wife was able to get us booked on a flight out of Seattle that night rather than the next morning, and we had to get to the airport ASAP. My wife paged a Lyft since we could get one within five minutes. I called Sabra from the car to cancel the next morning's pickup and got an earful from Albert about their 24-hour cancellation policy, that no refunds will be given for cancellations made within 24 hours of the scheduled service (nevermind that I had made the reservation within that 24-hour window). That's their policy, and I hadn't thought to review it (as advised in an earlier Yelp review), so that was on me. I then asked if the service could be rescheduled for pickup at the airport upon my return, and was told that it could be done. I thought that everything was resolved then, and went on my trip.
I was set to arrive back in Seattle on the night of August 5. I didn't have my exact arrival time when I had spoken to Albert, but was able to give him the date and the flight number. He assured me that they would be tracking the flight. Before my flight back on the 5th, I called to confirm the scheduled pickup, which is something my wife has gotten me in the habit of doing. Albert seemed in a major rush to get me off the phone and questioned why I would even feel the need to call and confirm. I gave him the confirmation number I had as well as my flight number and just asked him to confirm that he had the right flight number and arrival time. He sounded really inconvenienced, dismissive, and rude throughout the call.
A few minutes later, he called back, because once we got off the phone he must have actually checked and saw that the confirmation number I gave him was for the pickup originally scheduled for 7/31, and he didn't have any of the info for my flight back in to Seattle. He tried to tell me that I had cancelled the service and denied ever moving the reservation to 8/5. As I tried to explain while reading from notes I took on my phone during that conversation, he continued to interrupt and cut me off, dismissing everything I was telling him. He actually told me he remembered everything from our conversation because he has a "photostatic mind" (this isn't a real thing), and continued to interrupt me as I recalled our discussion. He ended up scheduling the pickup that night and sent me a confirmation, but also charged me an addition $20 on top of what he was already charging.
The cherry on top of this whole situation was that the driver didn't have the updated arrival time and took about 40 minutes to get to the airport, but I wouldn't be writing a review if that was my only complaint. This Albert, who may be the owner of this company, should not be talking to customers, because he's absolutely terrible at communication. read more