We had the WORST experience with this…
We had the WORST experience with this company for my wedding this past Friday. To start off, customer service is extremely rude, unprofessional, and aggressive. I had email Sarah, the reservation manager, letting her know of our 2 trips and that I had texted the driver as she had requested, and that he had only given me a one word response (which did not still confidence) so he was not very chatty. She got extremely defensive and said that the drivers are working and I shouldn't expect a response, and that I should email her with any changes (which is NOT what she had originally told me on the phone). Then, I told her that I did not expect the driver to text me while he's at work, but to been more courteous and reassure us he understands directions, and that this is basic customer service, and then she got extremely aggressive and said that she would be happy to cancel the reservation (knowing full well we were hours from the wedding, so we were not going to try to find another vendor), and that I was stressing myself out "over nothing" since the directions are simple, and that I shouldn't be "giving them lessons on customer services because the service hasn't even started". I strongly disagree as the service takes place from the moment you interact with a company, having managed teams in customer service for years, this is the worst experience you could ever have as you lose confidence and get attacked by a vendor. This was the day before my wedding, and her response stressed me out and robbed me from having a better time in our rehearsal dinner, since I was so concerned with this service.
The next day, on my wedding day, the driver was 15 min LATE to board guests towards the ceremony, and he wasn't EVEN PLANNING to board at all unless our guests had approached him and told him that we had to go. They mentioned he looked impaired and confused, and that he had to go to some lutheran church. Our guests corrected him and had to give him directions to the right place, in which he then said "he was only making one trip" (also WRONG as we paid $1500 for 2 TRIPS). He had the "simple" directions the customer service said completely wrong and was never planning to leave, completely irresponsible. Had it not been for our guests, 55 people would have not made it on time for my wedding ceremony. After the wedding ceremony, he had clear instructions to leave at a certain time since the waiting space at reception was limited, and he left 15 min EARLY, so people had to be cramped at the reception. I wish I was done here, but this driver also texted me, on my wedding day, saying "if's you want me to stay late you going to take care of me" (what in the world type of service is this?! can you imagine waking up on your wedding day reading this text? This whole thing gave me so unnecessary anxiety. Lastly, the wedding coordinator had told Sarah to give the driver her phone number so they didn't text me, and the driver at night ALSO texted me saying he had arrived instead of the coordinator, causing unnecessary coordination from my end as opposed to just relaxing on such a special day.
I was to emphasized we paid $1500 for 2 trips, and NONE were correct, and everyone was rude, irresponsible, and completely unprofessional. The trip at night, which involved separate fees, was okay except that the driver texted me, the bride, directly for coordination. We will seeking a refund for such a horrible experience.
