540 Party Bus

I want to give zero stars since I received zero service but there is no option for zero, so I will give one star. I reserved a bus for my daughter’s wedding for 30 July 2023 for my family that came in from Pennsylvania, New Orleans, and Norfolk. I completed all requirements and the full payment for the reservation and received confirmation that everything was set. On the day of the wedding, the bus was supposed to arrive at my home at 3:30pm, make a stop in Stafford and then to Lorton for the start of the wedding by 5:00pm. I received a 4-hour email notification, a 2-hour email notification and an email that everything was set. Those that live in the area know how bad traffic can be on Sundays heading north. At 3:35pm the bus did not show up and when we called the company, we were told that there was nothing in the system for us. So now my family had to scramble quickly and figure out how they were all (21 family members) going to get to the wedding. Of course, stress levels were high because they didn’t want to miss the wedding. When I called the company later that afternoon, I received a call that they were sorry and that they would get to the bottom of the issue. I called back on the 31st of July and received the person’s voicemail; however, his voicemail was full, and I could not leave a message. After sending an email, I was able to get the process started for my refund, however, since the owner was on vacation, I was told that I needed to wait another week (August 7th) before I could get my deposit mailed to me. My reservation was for 30 July and finally some action was taken on 2 August. I truly believe that if I didn’t reach out to them, I would have never heard from them!! From their website – Our Guarantee We guarantee an experienced driver, a clean vehicle and prompt, if not early service, if you choose to hire us. Rest assured we take customer service seriously and work hard to provide the best transportation experience for our customers. Our drivers are focused on client satisfaction, and our fleet consists of vehicles constructed by the best limo builders in the industry. At 540 Party Bus, we strive to provide services that exceed expectations and fosters a memorable experience in any party atmosphere you are facing. I guess if it is their fault and they don’t provide service, they don’t honor their guarantees!! After speaking with the owner on the morning of 2 August, and because I inquired, I was offered a 15% discount on a future reservation, but I was told that I would not receive that in an email until later in the evening when the owner would be by her computer (a week later and I have still not received anything). To be honest, I wasn’t looking for no huge settlement, and I should not have had to ask for anything. My expectation of a 5-star company was to be offered an apology, along with an offer from the company to make it right and that would make me want to use their company in the future. Again, this company has a 5-star rating, but I received no customer service, nor a sense of urgency to rectify my issue. This was my daughter’s wedding and a very important day for me and my family that was almost ruined due to your company. As a military veteran, I will have a hard time recommending this company to any of my family and friends, as well as my fellow veterans. A very unsatisfied customer