Best Transportation Reviews (%countItem)
Best Transportation Rating
Address: 4628 Crossroads Industrial Dr, Hazelwood, Missouri, United States, 63044-2461
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When I first talked to the operator (***), I asked her to book the limo for the entire night. My girlfriend, the bachelorette, the bachelorette’s mother, several friends and her sisters were celebrating a bachelorette party and did not know the exact time they would be finished. The operators - *** and *** - both informed me that if I booked the limo for the entire night I would have to pay the amount upfront. They suggested I should book it for the base amount of $995 for four hours and they would charge my card for any extra hours the girls needed on top of that. I was adamant about needing the car until at least 2 am. They told me to book it for the base 4 hours and go from there. I agreed based on their recommendation. We ended up booking the limo from 8-pm to midnight.
At midnight the driver - *** - informed the girls that he couldn't take them out any longer because the contract ended at 12 midnight. He also told them that if they did not get their belongings in the limo - which included thousands of dollars worth of champagne we bought, then he would have to leave them at the bar along with their things. He said he could extend the limo for 45 minutes as a courtesy but that was it. He ruined their plans and their bachelorette party. I then called dispatch to resolve the issue. Apparently *** was a third party limo they contracted out. There was very little communication between the company and ***'s company. They would not take the girls out past 12:45 and they ended the evening far earlier than we anticipated and planned. A bachelorette party is a one-time experience that BEST transportation ruined. It wasn't about the money. I would have paid any amount to have a limo all night. It is about the terrible customer service and the poor contracts they write.
When I called BEST transportation the next week, they told me they were sorry about my experience. They said an employee might have given me incorrect information when I booked the reservation. I asked for a full refund. They refused saying they performed their contractual duty. In fact, they actually charged my card for the extra time it took the girls to get home between midnight and 1am. They charged me extra.
BEST transportation knew they were wrong, but when I called them they took very little of the blame. It was a management issue. They knew I wanted the limo for the entire night. In fact, I originally asked for the trip to begin at 6 pm and go throughout the entirety of the evening. The original time I asked for was for 6 pm. Why would I have only wanted a limo to take the girls out from 6-10 pm? What bachelorette party ends at that time? We then changed the time when I found out the ladies were walking to dinner instead of taking the limo to 8pm. When I came into the office to pay the bill, they specifically asked me if they extra hours would be charged to my card after midnight. BEST transportation failed to train their employees properly. They failed to meet the standards of what they verbally promised. They ruined the evening. The ladies had to go back to their hotel. If I could have gotten another limo and paid for it then I would have. It was impossible to find a limo at midnight.
We were sorry to hear that Mr. *** was so disappointed with our services for Ms. ***’s Bachlorette Party and the events that took place with his booking times are a bit different then he has written in his complaint.
Here are the details:
7/26/2017 – Mr. booked the trip with *** and at the time of the booking he reserved a start time of 7pm with an end time of 11pm. They were being picked up from the Hilton Ballpark, going out to dinner (TBD) and then being dropped back at the Hilton Ballpark.
He was emailed a contract to confirm his detail and he was to pay a 50% deposit at the time of booking which he put on a credit card.
See attached contract: Please note in the contract paragraph E & F which explain additional usage time for the vehicle.
8/2/2017 – Mr. came by our offices to make his final payment in cash. While in our office he did drop off 4 bottles of champagne for us to have it in the vehicle for the bachelorette party. He also spoke with *** this day and adjusted the times for the reservation to begin at 8pm and to end at 12am.
See attached reservation history: In our reservation system it tracks every change made to the reservation.
1. 7/26/2017 - you will see an entry for the above mentioned contract being sent.
2. 7/26/2017 – there was also a separate paid deposit receipt emailed.
3. 8/2/2017 – his times were adjusted per his request.
8/5/2017 – Mr. called the morning of 8/5 and spoke with *** again to double check his reservation. *** reconfirmed that the start and end times were remaining at midnight. No changes were requested to be made.
See attached incident report: these are the notes from our dispatcher that evening. Our goal is to always try to accommodate a customer’s request when we can safely do so. In this case the chauffeur was scheduled until midnight and he was unable to continue driving until 3am because of DOT regulations. He had driven another trip earlier in the day so he could not just “add on” 3 hours to this trip. He stated that he could extend 1 extra hour but that did not satisfy this group.
In reading you will see that this group was rather very abusive to the chauffeur and also to our dispatcher. At that time Ms. was using very abusive language with the chauffeur and then Mr. called our dispatcher and continued his rant.
8/7/2017 – Mr. called our offices and spoke with our Director of Operations threatening to sue us, report us to the Revdex.com, etc. if we did not refund all of his money. Lori explained to him that we apologized that we were unable to extend the trip by 3 additional hours but it was a safety situation and had he pre booked it we could have assigned a different chauffeur.
Final Summary: Ms. used our services and we will not issue any refund. Because they changed their plans last minute and we were unable to accommodate is not a reason for a total refund. Our team at BEST Transportation has served this community for more that 15 years and we have an outstanding service record. If we made mistakes we would most certainly make special accommodations but in this case we do not feel our company is at fault.