I was looking for a party bus for about 10 people to take us from home to a wedding about an hour into the country. So first off you notice I said an hour into the country, so not really uber/lyft-able.
I spoke with Sam about a mo...
nth before the event. I explained I was shopping around and I gave a very specific amount that we were willing to pay. A day passed and because I had not yet committed (really because I work and was travelling for work) Sam started texting me. He said he could meet the price but I HAD to do it today. As I was travelling for work and at an airport I submitted my payment online as to not read my credit card number to all of the fantastic United travellers I was spending my most intimate time with.
I received confirmation of payment from Sam in addition to seeing it removed from my bank account and we were "all set".
The week before I event I texted Sam, requesting confirmation. He said it was confirmed and any other questions I can be directed to my contract (which from the start had the incorrect number of people).
Wedding day comes, the bus was to pick us up at 3pm for a 4pm arrival. Thankfully I had a build in buffer of a half an hour as the wedding didn't start until 4:30. Here is a timeline of the events.
3pm - bus pick up according to the contract and confirmed on Tuesday of the week before
3:10 - no call, no response to text messages, no bus
3:15 - called, asked where the bus was. The gentleman we spoke to knew nothing of it and requested to call us back after he locates the driver
3:20 - we call again as we are quickly approaching when we will now be late to the wedding, he says there is an issue with the bus and asks " what time do we need to be there?" my response was, the bus was supposed to be here 20 mins ago, it shouldn't matter when I need to be there. He says it's going to be a while. I will call you again to let you know
3:27 - call again, at this time we are developing a plan B of ubers, that promptly cancelled as they don't want to drive an hour into no where. They tell me to take ubers and the bus will pick us up at the venue. I envisioned the same level of communication to come from American Eagle but with greater consequences. We were to trust this company that didn't even bother to call us once up to this point to pick us up at 12pm in the middle of Virginia. I requested our entire trip be refunded, which they refused.
3:30 - As the second of our Uber XL's cancelled picking us up we decided to drive. It was only now that I received a call from the manager who said he would refund the trip, which they did.
It was a nightmare. They were rude, unapologetic, reactive. Don't do it.