Haley

Feb 6, 2020

Good at First. But Bad at End.

I rented with this company because they had such a high rating. Our booking went smooth and when we had to change our pick-up spot, that happened with no problem. However. When it came time for the bus to arrive, it never did. We were on the phone several times with the dispatcher with no change in the bus arriving. When we finally got the bus driver's phone number, they didn't answer. 30 minutes past the pick up time, there was still no bus and we finally canceled the charter altogether. We were late to our company event AND we had to put together another means of transportation. We found out that the bus driver was still busy with their last client. This is an extremely unprofessional way to handle things. If you are going to be late, make sure there are enough drivers to serve all your clients with the same care and attention. If you are going to be late (as in 10 minutes late) let us know. There is no reason that the client should be made to wait (who knows how long it would have actually taken) for a pick-up time that they had already paid for. Poorly handled and poor customer service when we had problems. We were on the phone and on hold for a long time and our problems weren't even addressed. We will be strongly requesting a full refund and not using this company again.