Hoyt Livery, Inc.

Review: I hired Hoyt Livery of [redacted] to drive my manager to/from [redacted] airport on Oct. 14/15, 2014. The return flight on Oct. 15 was scheduled to arrive back at [redacted] at 9:45pm. The flight was delayed and eventually rerouted to [redacted], ** where the flight landed and terminated at midnight. My manager had been on the phone with the driver and had authorized him to wait for her arrival with the understanding that if the flight ended/stopped/was rerouted, the driver would not wait. The next morning her flight into [redacted] was again delayed from an original 10am arrival to approximately 11:30am. The driver picked her up and told her that he was the same driver who had been at the airport the night before. He said he had gone home, slept and returned that morning to get her. A day later I received an invoice totaling $720 that included a wait time of 480 minutes (8 hours). I called Hoyt to dispute this charge. My manager and I both agreed they are due a 2 hour/15 min. wait time for the night of the 15th in addition to the drive charge and a 1 hour/30 min. wait time plus drive charge for the morning of the 16th. I called the accountant to discuss. She immediately said "let me give you the owner". I said, if you have documentation (a ticket) on this trip, I would first like to review with my manager. I gave her the fax number at my office. A short while later she called back and said "your fax just keeps ringing". I told her that maybe something was wrong with the fax and gave her a different number. About a half hour later, after receiving no fax, I tried the faxes myself and realized they were not working. I called back to Hoyts and explained the situation (that I had spoken to the accountant, that I had just realized that our faxes were not working, etc...) to another woman, as the accountant had left for the day and I asked to speak to the owner. I was told the owner was not available. I was asked if I would like to leave a message and I said "yes". I left all necessary info and explained that the accountant had been trying to fax me some documents and that we had just realized that our faxes were not working. About 10 minutes later, one of the owners of Hoyt Livery "[redacted]" called me back and screamed like a crazy person. I answered the phone, "Hello, this is [redacted]". She screamed "This is [redacted], one of the owners, of Hoyt Livery. I am going to start this conversation by telling you, you are obviously incompetent and don't know how to give a fax number. I do not like your manner with my staff and find you to be completely rude. I am going to end this conversation by telling you I will review this and get back to you on my own terms". At which point she hung up on me. I have worked in an administrative capacity for over 20 years. I have never been spoken to by anyone in a service industry in such a manner. I have never not been given a chance to explain the situation by a service industry owner or worker. I am appalled at the level or lack of customer service provided by the owner of Hoyt Livery. The accountant and second woman I spoke to were both very pleasant. We had pleasant conversations. They listened to my concern about the charge and the fax problem, but the owner did not let me get a word in edge-wise. She screamed and hung up.Desired Settlement: The result I was looking towards is a billing adjustment.

Current invoice shows:

flat: SEDAN = $120

Wait Time: (480 minutes at $55.00/hour) = $440

Tolls = $16.75

Parking = $20.00

Airport Fee = $12

Gratuity = $112

Total = $720.75

We will pay the following

Sedan (x2 = one for 10/15 and one for 10/16) at 120.00 = $240

wait time 240 minutes at $55.00/hour = $220

Tolls = $16.75

Parking = $20

Airport Fee = $12

Gratuity = $56.00

TOTAL = $564.75

The anticipated purchase price of this trip was $175.75. We do recognize there was wait time involved and two trips to the airport, but according to the driver there was not 8 hours of wait time. He acknowledged that he went home and slept.