Unfortunately this will be one of several reviews for Silver Fox Limousine.
I've asked all participating parties from this experience to leave their own review. As the primary paying customer and consumer, here is mine:
I think everyone on the planet would agree that a limo ride is not just "transportation", it should be a fun experience. A place to relax, drink, be pampered, enjoy the luxurious amenities of a limousine. Our experience with Silver Fox was the complete opposite of this.
We simply called to book the Wine Tour (listed on their website) for our anniversary and Ryan the owner of this company, told us he would have a limo by 2pm. That worked out great for us.
Driver showed up on time but was not dressed up, he had a shirt and pants on. What happened to Suits? That's pretty minor I guess.
When we first stepped into the Limo I noticed right away there was stemware and buckets to put ice, but not ice. And no alcohol? Not a single beer or wine. Nothing.
I immediately tried to call Ryan but he was in the movie theatre? Surely there was someone else to answer the phone? So we had to resort to text messaging I guess. This was a red flag for me right away. I simply asked "Wheres the drinks? ice?" He then tried to make me feel stupid commenting "no limo companies provide bars anymore". We take a limo several times a year and I've never seen a limo WITHOUT some sort of drinks. Confused by this I asked the driver Tom and he right away commented "oh, looks like they forgot to stock it". SO even the driver was unaware. Isn't the drive responsible for the party?
Clearly upset by this I told the driver to stop and we picked up our own bottle of wine. We each just had one glass. That's all we wanted.
So this limo has champagne glasses, tumblers and big empty bottles for whiskey but no alcohol. No ice. So it's all for looks?
Next, we tried the neon lighting, it did not work. We asked the driver if the bluetooth works, he could not get it to work, even we tried. We tried to close the Privacy glass, that was broken as well. So we had no privacy.
After texting back and forth in dismay the owner started to get really rude, not a single shred of customer service tone. It was almost as if I was a buddy of his or something, saying things like "I'm not doing this with you". "We are the second largest transportation company in the area".
Not a single "Let me call you the first moment I can and we will get this resolved for you, I'm terribly sorry". Nothing even remotely close to customer service responses.
Ryan also was very confident about his website, he asked us to visit the website because it indicates "everywhere" that only water and ice is included. So, we did just that, we viewed (and recorded) every page looking for this indicator that he spoke of, there was none. It mentions stemware and ice buckets. But nothing about water or ice only.
The driver decided to take the back streets to the wineries, we were also confused by this as it was the middle of the day and the 15 freeway was clear. If we were enjoying ourselves then a scenic route would have been appropriate. So it took over 30 minutes to arrive to our lunch location. My wife and talked through lunch and decided to just cut it short and head back home. The driver sensed our disappointment and even offered to extend our time or buy us champagne. We declined as it was too late to turn this around, after the text message exchange.
As soon as I got home I text the owner and said "please provide your business email address" because I wanted to document our experience so that customer service could take a look at it. So I drafted an email, listing everything that went wrong and all the issues with the limo.
No response, not a single reply back. I text the owner and told him to reply to the email so we can get this resolved and he refused.
I then indicated that we will escalate this on our end if we don't get a response. Well a non response is a response I guess, so we expressed that we would be leaving feedback and reviews on this experience. We wanted to give him an opportunity to respond in a business manner.
As a consumer we have a right to contact BBB and other local review directories.
Customer service 101 indicates the service provider usually will do everything it takes to keep the customer and certainly everything they can do to resolve the issue peacefully. There was none of this.
So this is our official review, this could have been avoided. read more