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Air Brook Limousine Service

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Air Brook Limousine Service Reviews (2)

Review: It was the day after my wedding and I needed to book a flight for our honeymoon. Since I'm not from New Jersey, I'm not familiar with how long it takes to get from where we were staying to the Newark Airport. So I asked the dispatcher, "It's an international flight, what time do you recommend for pick-up?" The dispatcher gave me the recommended time, and I didn't think much of it. I trusted that they knew what they were doing. Big mistake. Not only was it much later of a pick-up time than they should have given me (found that out after the fact), but the driver took a route that took over twice as long as it should have - assumedly because he wanted to avoid tolls. Instead of taking the highway, he took side streets, back roads, and went through highly congested downtown areas with lots of traffic lights. We missed our honeymoon flight as a result, and when I called their customer service line they offered no apology but said it was my own fault. After being passed around from one person to the next, I finally got a woman who said she'd look into it and call me back. I didn't have cell reception for the week I was away on the honeymoon, but when I got back, I expected a voicemail from their customer service. Nothing. I tried to call again, but their customer service lady is never in the office and doesn't believe in returning voicemails. After nearly a week of trying to get through to someone, I finally got the same customer service lady, who said she had forgotten about it and that she would look into it again. Long story short: they offered me $50 off my next ride (the ride that caused me to miss my flight was over $100), but that $50 off is useless to me as I don't live in the NJ or NY area,and even if I did, I would never use their service again. The customer service lady I dealt with was incredibly rude, unhelpful, and incompetent.Desired Settlement: I want my money back. I paid over $100 for a terrible service that caused me to miss my honeymoon. They are at fault as they gave me a bad pick-up time the driver took a route that took more than twice as long as it should have.

Business

Response:

We investigated this matter diligently and we will stand by our offer, made in good faith, crediting the passenger $50.00. We will issue a credit to their credit card. We were going to give the passengers scrip (Air Brook money) but, since they do not live in the area, we will credit card.

I checked with our reservationist who advised that he told the passenger he should arrive at the airport 2 hours before flight departure but passenger wanted to be picked up at 7:15 am for a 9:00 am. departure. Our reservationists are trained to inform every passenger the same procedure but, at passenger’s request, we honor their request for a different pick-up time. We also warn them that we cannot guarantee they will arrive at the airport with ample time to board.

I spoke with our driver who advised the route he decided to use is the fastest route, since there was such a short amount of time to make it to the airport. They arrived at the airport at 8:10 am.

Air Brook has been in business over 40 years due to the fact that we provide a good service. We commiserate with the passengers but, had they taken our advice in regard to pick-up time, there would not have been a problem.

Consumer

Response:

I am rejecting this response because:

It's a bull-headed lie. Everything about that statement was false. I'll take the $50 credit, but truly, I should be given a full refund.

Review: I booked a car service to take me to JFK from my home. I was referred by a family member and was told how great and reliable of a company they were. My flight was cancelled so I called the car service as soon as I found out with one hour lead time to my scheduled pick up. Upon calling them, I gave them my flight number so they could look it up and was told that I would not be charged if my flight was cancelled. Upon my arrival back home I reviewed my bank statement and found that I indeed was charged so I called the company a number of times. Upon my first three calls I dealt with such rudeness I think they should instate some sort of customer service training. Regardless, on the 3rd day, when I did not hear back, although I was promised a call "right away" I spoke to a woman there who said that this is their policy and they have to charge me. They do not charge on cancelled flights from airport to home but they do from home to airport. I feel like they stole my money and are refusing to give it back. While I do understand that companies have polices I do not agree with this "policy". No one came to get me, no tolls were paid, no gas was used to come pick me up.Desired Settlement: I am requesting a refund in full. I would be willing to pay the $30 fee for cancellation of 1-2 hours of notification, but not think I should be charged for the entire service, when in fact there was no service. I will never ever use this company again.

Business

Response:

We are in receipt of a letter sent to us by the Revdex.com outlining your complaint and stating that you would be willing to pay a $30.00 service fee for the late cancellation.

Please understand that when we schedule a driver for a pick up, he does not receive further work until the scheduled ride he was given is completed. In your case, the driver had to wait another 2 hours before he was given another ride.

Since yOu are a first time client, we will accept the charge so that the driver can get paid for lost time. Therefore, I will credit Visa ending in 3082 for $94.75.

We hope that you do not let this} incident deter you from using our service for your future transportation needs.

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Description: Limousine Service

Address: 115 West Passaic Street, Rochelle Park, New Jersey, United States, 07662

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