Knight's Airport Limousine Service, Inc.

WE RESERVED A SHARED VAN FROM KNIGHTS TO TAKE US TO THE AIRPORT ON [redacted] 2014 AND BRING US HOME FROM THE AIRPORT ON [redacted] TRIPS WERE A DISASTER. FIRST ON THE RIDE THERE THE DRIVER PICKED US UP AT THE RIGHT TIME OF [redacted] AM FOR A [redacted] AM FLIGHT. HE SAID HE HAD TO GO TO A PARKING LOT TO WAIT FOR ANOTHER VAN BRINGING ANOTHER PASSENGER. WE WAITED THERE FOR A GOOD 20 TO 30 MINUTES AND THE OTHER VAN NEVER CAME. SO FINALLY OUR DRIVER CALLED SOMEONE AND FOUND OUT THAT THE OTHER VAN WAS WAITING IN THE WRONG PARKING LOT. HE WAS TOLD WHERE HE WAS SUPPOSED TO BE, AND THEN WE HAD TO WAIT ANOTHER 10 MINUTES OR SO BEFORE HE FINALLY GOT THERE. BECAUSE OF THIS WAIT, WE WERE SO LATE GETTING TO THE AIRPORT. WE ARRIVED WITH LESS THAN AN HOUR BEFORE THE PLANE WAS TO DEPART. WE HAD TO RUN TO CHECK IN AND HASSLE THROUGH SECURITY. THE PLANE WAS FULLY BOARDED AND WE HAD TO RUN IN AND ALMOST MISSED OUR FLIGHT.THEN ON OUR WAY HOME OUR PLANE WAS DELAYED ONE HOUR, SO MY HUSBAND CALLED THEM TO TELL THEM THIS. THEY ASSURED US OVER THE PHONE THAT THEY WATCH THE FLIGHTS AND KNEW THE PLANE WAS ONE HOUR LATE. IT LANDED AT [redacted] PM. WE WENT DOWN AND GOT OUR LUGGAGE. WE COULD SEE THE VAN OUT THE WINDOW. JUST AS WE WERE GOING OUT TO GET IN THE VAN, THEY LEFT. WE WAITED AT LEAST 15 MINUTES FOR ANOTHER VAN TO COME. NONE CAME. SO I CALLED KNIGHTS AND TOLD THEM. THEY SAID A VAN WOULD COME SOON. I WAITED ANOTHER 15 MINUTES AND CALLED THEM AGAIN. WHILE I WAS ON THE PHONE FINALLY ANOTHER VAN CAME. WE WERE WAITING IN THE COLD AND RAIN ALL THIS TIME. THE AIRPORT WAS LOGAN IN BOSTON, MA. THE DRIVER SAID IT WAS NOT HIM THAT LEFT US STANDING THERE. IT WAS SOMEONE ELSE. HE DIDN'T EVEN PUT THE STEP STOOL OUT FOR ME TO GET IN THE VAN.THEN HE MADE TWO MORE STOPS. THE RIDE WAS VERY UNCOMFORTABLE BECAUSE THERE WERE 7 OF US IN THE VAN PLUS THE DRIVER. WE FINALLY GOT HOME AT [redacted] WHEN OUR PLANE LANDED AT [redacted] WE HAD RESERVATIONS, BUT WERE TREATED LIKE WE JUST WERE WAITING WITHOUT A RESERVATION.Product_Or_Service: AIRPORT SERVICEOrder_Number: RESERVATION KXXXXXXXAccount_Number: N/ADesired SettlementI WOULD LIKE A REFUND OF MY PAYMENT OF [redacted] EACH WAY).I CALLED KNIGHTS THE NEXT DAY AND SPOKE TO [redacted], A MANAGER. HE ACTED LIKE I WAS LYING ABOUT THE TIMES WE WAITED. HE WAS VERY RUDE AND WOULD NOT GIVE ME A FULL REFUND. HE WAS SARCASTIC AND ACTED LIKE I MADE THIS ALL UP. HE RESEARCHED IT AND SAID THE DRIVERS TOLD HIM A DIFFERENT STORY ABOUT THE TIMES. I ASKED TO SPEAK TO HIS BOSS, [redacted]. I HAVE CALLED [redacted] SEVERAL TIMES, AND HE NEVER CALLS ME BACK. HELP.Business Response The [redacted] party made a reservation online for a shared van pick up on the [redacted] of [redacted] at [redacted] Knight's Airport Limousine showed up at [redacted] left location at [redacted] to proceed to Exit 11 in [redacted] to meet another van to pick up a passenger [redacted] also was going to [redacted] Airport. Vehicle arrived at exit 11 at [redacted] (Takes about 10 minutes to travel from [redacted] dr in [redacted] to Exit 11 in [redacted] Van waited for 10 minutes, picked up other passenger [redacted] proceeded to [redacted] Aiport. Total travel time that day was almost two hours because of heavy volume of traffic due to accidents and road construction after the [redacted] tolls. If you travel direct from exit 11 to [redacted] Airport on a normal day at that time, it would take about 1 hour and 20 min. to 1 hour and 30 minutes. All our vehicles have Ground Postioning Systems in them so we can track time and location of each vehicle. On the [redacted] of [redacted] the [redacted] party had a reservation to return back to [redacted] drive in [redacted] Flight was scheduled to arrive at [redacted] Flight arrived at [redacted] hour and 11 minutes Late).Party called at [redacted] stating ready to go. All passengers [redacted] picked up by [redacted] to [redacted] ( It takes about 20 minutes to swing the terminals. Driver was enroute at [redacted] Driver went to exit 12 in [redacted] to discharge other passengers. He was there for about 5 to 7 minutes, and proceeded to the [redacted] section of [redacted] Driver discharged passengers [redacted] proceeded to [redacted] Dr. [redacted] (about 7 to 10 minutes away) Discharged the [redacted] Party at [redacted] am (Total 1 hr 15 min after leaving the airport) Mrs. [redacted] complained to me that they waited for 30 minutes at exit 11 and that is why they were late getting to the Airport. She did acknowledge heavy volume of traffic. They arrived 1 hour prior to the Flight, which is ample time. She was upset they could not purchase gifts and could not eat. On arrival, she complained to me the that flight was terrible! Flight was over 1 hour late, the flight crew was delayed getting the Plane's door open and there was a delay at baggage claim. She complained the van was crowded(had 7 passenges on board, Van seats 10 passengers).She also complained she waited over 1 hour in the rain to be picked up. Not true; Terminal C is under cover and has heated shelters. She complained to the driver all the way home. It is clear to me she wanted private service at a shared van rate. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I disagree with the statements from the business. First we waited at exit 11 for about twenty minutes before the driver even called somebody to find out where the other van was. He found out that the other van was waiting at the wrong exit. Then he was told the proper exit and met us about ten minutes later. This was a total of about 30 minutes that we had to wait at exit 11. We did not leave exit 11 until about [redacted] If our driver would have called someone as soon as we arrived at exit 11, this would not have happened. We did not arrive at the airport until about [redacted] am, one hour before our plane was to depart. That is not ample time as the business stated above. We had to rush through check in and security and didn't get on our plane until they were ready to shut the doors. If we would have had that EXTRA half hour that we wasted at exit 11, this would not have happened. That other driver went to the wrong exit first and cost us that half hour. It made us very anxious and nervous about missing our plane. The company had already allowed for the traffic because they picked us up at [redacted] am for a [redacted] am flight.On the return flight we knew it was delayed one hour so we called Knights from [redacted] and told them we would be one hour late. They assured us over the phone that it would be okay because we had a reservation. They would follow the flight and still pick us up when the flight arrived. The flight arrived an hour late (about [redacted] PM). We went right to baggage. While we were waiting for our luggage, we saw the van right out the window. About [redacted] PM we started walking to the van, and it pulled away. We waited and waited in the cold and rain for another one to come. After almost 1/2 hour I called Knights. They said to keep waiting for another one. Another one still did not come. I called again to Knights, and they said to keep waiting.Right on our receipt from them it says we will only have to wait 10 or 15 minutes.The business says above that it took 1 hour and 15 minutes to get home from the airport. We got home at [redacted] am. So that means we left the airport at [redacted] PM, which is 1 hour and 15 minutes after our flight landed. We reserved this ride and should not have to wait 1 hour and 15 minutes from the time our flight landed until we left the airport. We were waiting outside in the cold and rain. There is not any shelter except a roof over the top. I feel that we had terrible service both ways, and I want a full refund of [redacted] Once the [redacted] said he would give me a refund of [redacted] and he never did. Then on [redacted] he said he would give me a full refund on [redacted] for sure. I had already filed my complaint with the Revdex.com, and could not stop it. Once he got the complaint he backed down on giving me the [redacted] refund because he was angry that I made a complaint to the Revdex.com.Only 9 people can fit in this van because the driver had his papers all over the 10th seat in front. Everything the business is writing is not true. We were not treated well, and someone is not telling what really happened. Perhaps the drivers do not want to get in trouble. They also do not have good communication or these problems would not have happened.The [redacted], apparently does not care about customer relations or our business because I made several calls to him, and he never returned my calls.The [redacted], said he would check with the owner about a refund and call me back on [redacted] He never did that.So they are not planning on ever giving me a refund. They never even apologized for our problems. They act like we are making this all up.I did not want private service at a shared van rate. I just wanted good and reliable shared van service at the shared van rate. I did not complain to the driver all the way home on the return flight. I complained to him when he first picked us up. He said he is not the one who pulled away when we were walking up to the van. I was so angry that I never said ONE word to the driver all the way home. I did not want to annoy the other passengers. I never said ONE word on the way home. He lied when he said I complained all the way home. This is going to turn into a he said, she said story. I am so disappointed that my husband and I had to put up with such terrible service, and they won't even help me, refund my money, or apologize for our inconveniences. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I DO NOT EXCEPT THEIR PROPOSED RESOLUTION BECAUSE THEY HAVE NOT GIVEN ME A REFUND YET. I DON'T UNDERSTAND THEIR LAST SENTENCE ABOVE THAT STATES "I WOULD REFUND HER, THAT WAS DONE LAST WEEK AND HAD NOTHING TO DO WITH CONTACTING THE Revdex.com". THE TIMES HE IS STATING OUR STILL NOT CORRECT NO MATTER HOW HE SAYS HE GOT THEM. I DO NOT HAVE A REFUND ON MY CREDIT CARD.Final Business Response The date of the check was 12/29/14 CK#9912 for 152.00 not sure of the exact date check was mailed though,[redacted] F. [redacted]PresidentKnights Airport Limousine Service, Inc.XXX-XXX-XXXX X102

Contacted company requesting private shuttle. Service modified and delayed. Offered partial refund. No receipt of service provided. We feel we were over-charged for the provided service, and attempts to negotiate directly with the company were met with silence. As such, we feel filing this complaint to be our final recourse.Desired SettlementWe are seeking re-consideration of the charge for the provided service, a receipt documenting what was originally arranged, and what was ultimately provided without consultation or explanation.Business' Initial Response Contact Name and Title: [redacted] ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@knightslimo.comOn the 23rd of June 2013, a reservation was made for a pick up at TF Green Airport in Rhode Island, for the 24th of June, Flight arriving at 215 am. The reservation was made for private service because of the early am arrival time. The fare for this service is [redacted] The dispatcher sent the van to the airport to wait for the passenger. After waiting for Approximately 90 minites the dispatcher told the driver to leave the airport and go to next assignment. The flight had not left [redacted]. The passenger finally arrived approximately 440am. The passenger called dispatcher looking for the van, the dispatcher said the driver would be there shortly. The passenger was picked up and on her way at 505am. Later that morning I received a call from Mr. [redacted] thanking me for picking up his wife in the early am hours. He indicated his wife was not happy because she had to wait 15 to 20 minutes for the van, and it was not a private van it was a shuttle van. I indicated the van types were the same. She ordered private service and she received private service, not the shuttle service with other stops.He understood, and said she had to wait, you need to do something for us. I apologized for the wait and said I could credit $[redacted] for the wait and he agreeded it was fair and again thanked me for picking up is wife in the early morning hours after being almost 3 hours late. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)We appreciate your response explaining the sequence of events as you understand them, but feel critical points of our exchange were omitted. Specifically and chronologically, when we first contacted your office on 6/23, I asked for a shared van, not a private shuttle, and was told that it had to be a private b/c of the expected arrival time. I asked if your office would monitor the aircraft's progress, and was told they would as opposed to dispatch a shuttle to wait needlessly. In discussion with another service, this is standard practice. In addition, the traveler contacted your office and informed your staff that she would most likely be further delayed beyond by 0215. The assertion that a private shuttle was dispatched and waited for "90 minutes" is curious and unsubstantiated. My wife claims to have arrived at 0430, not 0440, making the delay 35 minutes, not "15 or 20." Her three phone calls, the first inquiring as to where she should find the shuttle, the second asking why the delay, and the third from the van to the dispatcher confirmed that what she was in was a recently emptied returning share van that could have accommodated our needs perfectly. For this company to misrepresent their service so blatantly is disingenuous at best and dishonorable at worst. As for the subsequent conversation on 6/24, this consumer maintained his composure and was certainly grateful for the service provided, but did not "agree" to conclude our business with a $[redacted] discount. I recall saying I would discuss it with all parties involved. Your wish to resolve it so speedily is laudable, but causes me to doubt your sincerity of ensuring customer satisfaction. We are surprised that your company would jeopardize future business from us and our family, friends, associates, and connections through social media for $[redacted].Business' Final Response After communicating with the party involved, we came to the conclusion that there was a communication issue and we did resolve this matter.