Six Stars of New York, Inc.

Review: We hired six stars to take us from a Hilton Hotel in Midtown to a residential address in Brooklyn New York on Friday May [redacted]. We were in town for my son's college graduation. The company was hired through Hilton vacation club. We asked for a six person SUV. It was a very tight fit for three people in the back row. After arriving in Brooklyn, we asked to be dropped off at our car. My husband exited the car first. I exited the car and walked to the trunk to retrieve our luggage. The next thing I knew, the driver sped off down the street. In dress clothes and shoes, my husband went chasing the driver down the road. He ran after the driver down the length of one block and across two short blocks until the car was out of his sight. He waved his arms and yelled to attract the attention of the driver. People standing on the street also tried to stop the driver. I immediately got on the phone to call the Hilton vacation club. We didn't know the name of the car service because all the paperwork was in the car. The driver never introduced himself or gave us his business card. He also forgot to give us our credit card receipt. All our belongings, including my husband's work computer, our car keys and all my medication were in the car. We were to be at the Brooklyn Museum at 7 pm because we were hosting a dinner party. We were going to drive to our hotel to check in, freshen up, pick up other guests and then be at the restaurant at 7 PM. We were dropped off in Brooklyn at 6 PM. From 6 PM to 7 PM three of us were on telephones trying to get the driver to return with our belongings. We were standing on the side of the road in the rain making these phone calls to the Hilton and the car service company. We were told the driver had gone into Manhattan and had picked up a fare and was going to pick up additional fares, even though he had our luggage. I have a [redacted] and needed my medication. This was explained to the Hilton and the car service company. Also, the stress of this situation could have put me in the hospital. This was reiterated to the car service numerous times. They didn't seem concerned. They hung up on my daughter. They said they would deliver our luggage later. We insisted the driver return immediately. If he couldn't, then our luggage should be sent back with another driver. If our luggage wasn't returned shortly, we told six stars we were going to call the police. The people at six stars seemed to care less that we were in this predicament of their making. Eventually the driver showed up with our belongings. He still forgot to give us our credit card receipt. Until the charge goes through, I have no idea how much we were charged. We were late to our own party. It was a very expensive graduation dinner for my son. We had to hire another car service to bring the rest of the guests to the restaurant because this ordeal made us late. We had no time to go to the hotel. We could not change into our appropriate clothing for the dinner party. We were beyond stressed out and aggravated. It was a horrible nightmare to be put through on such a happy occasion. We ended up checking into the hotel just before midnight and got the last room. We had reserved a larger room but because of the late check-in, we ended up in a small room. I called six Stars on Monday May [redacted] to discuss the situation with the [redacted]. Supposedly no one knew anything about our ordeal from that past Friday. After the [redacted] spoke with the [redacted], the best they could do was give us 50% off the rate. I told them this was not acceptable. They were more interested in telling me that the driver needed to pick up the other people and that's why they couldn't return immediately to give us our luggage. They admitted the driver should've checked to make sure the luggage was retrieved from the car. I said 50% was not acceptable and that I should not be charged. After putting me on hold and checking again, they said that was the best they would do. I said thank you and hung up.Desired Settlement: There is no way they can compensate us for the emotional turmoil they caused us. My health was at risk. They ruined the start to what was supposed to be a wonderfully happy occasion. We didn't end up with the hotel room we should have. We had to pay for another car service. We weren't dressed appropriately for our own party and arrived late. The least they can do is not charge us for this horrible service we received.

Business

Response:

We were making every effort to get the car back to the location, when we received the call the car was already 10-15 minutes away from the location the driver had to turn back around and go back to the drop off location, understandably the customer was upset but it takes a little time for the car to get back. the car got back 35 minutes after the passenger had called.

We reduced her fare to 50% and the passenger was only charged $70.03.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It took over an hour from the time we were dropped off at our car until the time they returned our luggage. As I wrote before, it took three of us calling six stars and the driver and hilton vacations to get them to turn around and bring our luggage. Even after knowing they had our luggage, the driver went and picked up more fares. The people at Six Stars had no regard for our emotional and physical well being. We couldn't access our car since they had our keys. They had ALL my medication. They had my husband's work computer, plus other electronics. They could care less about the problems they caused us. They were rude and inconsiderate. As far as we knew, the driver stole our belongings. Six Stars didn't even want to return our items when they did. They wanted to continue with their business as if nothing was wrong and offered to deliver our luggage later that evening to our hotel when we wouldn't even be there and wouldn't even be checked into our hotel since Six Stars caused us to be late for our own party. The treatment we received from Six Stars was unconscionable and they should be doing everything in their power to make this right.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

understandable that you were upset, but every effort was made to get your bags bag to you, the driver had to turn around and come back to you, he did not go do another job we was giving a job after he dropped the passenger off when we got the call he pulled the job away from him and sent him back to drop off the bags. due to that inconvenience we gave a 50% discount on the job

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

50 % discount is not acceptable. For a company that states on their website that customer satisfaction is a priority and that their clientele is treated like royalty, neither applies to the way we were and are being treated. Any company of good standing would not charge us after this harrowing experience. As to date, we still do not have an itemized receipt. All we have is an estimate from the hotel. Fare. 96.00, tolls/parking 7.50, sales tax 9.19, gratuity 19.20. Estimated total $131.89. What was the total? $70 is not 50% of $131.89. Also, after the horrible service we received,20% tip is ridiculous. It was the driver's fault for speeding away with our belongings.