Continuation from comment made on 10/11/13 from Sunrise Limo:
Although, I don't want to get into a pissing match with you, I think it's only right for me to respond to you seeing that you feel the need to falsify what happened.
When my assistant spoke to you in regards to how your process worked you told her that there is no need to reach out to you on the day of and that you would 1) confirm with me on the day you pick me up, 2) I would be called within 10 minutes after my flight landed and your car would be outside my terminal with a sign on your car with my name. None of these things took place.
When your driver reached out to me, it was about 45 mins after my flight landed and he said he had just arrived at the airport and is at my terminal, so the fact that you said he was waiting at the airport for 40 minutes is an all out lie.
Being in a customer driven environment myself and understanding the business etiquette, it's unfortunate that you lack basic customer service skills. The way you handled every conversation with my company was downright rude and unprofessional. Out of all the interactions we have had with you, it seems that your disregard for me (the customer) is evident. You would be surprised what a comment like "I apologize for the miscommunication but its company policy that the money for your reservation comes out of my pocket if you do not pay it. If you can give us another chance, I know you won't be disappointed" can do for you. I'm certainly not against making sure employees get paid for their work but when you come out with guns blazing and show that you have no regard for your customers is an issue with me.
To respond to your babysitting comment and what you just said in the below; For me to call your company and schedule a pickup, give you my flight / contact information, call you the same day my flight is to confirm that you will be picking me up and when I land at the airport, call you and let you know that I made it to the airport and am now ready to be picked up seems to be more like babysitting. The fact is, that we agreed upon a service that I know now is outside your company's capabilities to complete and can be seen as fraudulent on your part.
I reviewed your company so others can see what experience I had with Sunrise and I also wanted you to see it as well. I hope that my feedback will help you brush up on your customer service skills and bridge the gap with communication going forward. As I mentioned in my original post, although I will not be utilizing your company for any of my needs, I do wish you the best with your business. read more