Border Limousine

brother’s wedding. I called five companies in the area and the only company that had availability was Border Limousine. This should have raised a flag, but I was short on time, and decided to move forward with a reservation that consisted of a limousine to the wedding and a shuttle bus for the return trip. Four things stand out as to why you should avoid this company: 1. The limo was late. The company will say they were only 5-10 minutes late. However, we assumed the limo would be 10-15 minutes early, which is normal, so the 5-10 minutes late was really 15-25 minutes late. This added unnecessary stress before the wedding and prevented us from getting photos near the limo. The company will also say it was raining, they had to take it slow, and the limo needed to be cleaned prior to picking us up. Please realize that it has been a very rainy summer and it was quite obvious that it would be raining all day Saturday – this was not an unknown and they should have planned better. 2. After the wedding, the shuttle bus driver refused to move for the bride and groom’s limo. This was very disrespectful and could have been easily avoided by moving the shuttle bus. The company told me that they spoke to the shuttle bus driver and that the driver said there was no request for the limo to move. It seems to me that this would be an obvious response from the driver or he would possibly lose his job if he admitted to not moving for the bride and groom’s limo. In addition, the shuttle bus driver seemed young and appeared nervous behind the wheel while he was driving us home, but apparently he has been with the company for 15 years. 3. I feel the company double charged me for gratuity. The spokesperson said gratuity was included in all wedding packages. However, on the day of the wedding, I could not remember if gratuity was included. Having spent 10+ years in customer service and knowing the importance of tips, I checked my email confirmation which stated: “*All quotes and rates Do Not include gratuity for the chauffeur. If no gratuity is specified or presented to the chauffeur, a standard 20% gratuity will be added to the Total Due after the reservation is complete.” Needless to say, that we gave the drivers cash tips, only to find out later that is was really included and again, I feel like we were double charged. Why would our email confirmation not state: “gratuity has already been included.” 4. Fourth, and possibly most important, was the rude and confusing customer service. I tried talking to the wedding specialist Angela, who said she was a manager, but then seemed to not be a manager, because she couldn’t address my concerns. Angela said she would email or call me, but nothing. I called back several times and then spoke with Jeremy, who was said to be the owner, but is really the director. Jeremy was to call me back or email me, but again nothing. Finally, Jeremy seemed to be satisfied with their decision to accept the shuttle bus driver’s word, to be okay with being late, and refused to reimburse me a portion of the double gratuity. All this said, there are plenty of other limo companies in the greater Boston and greater Nashua area and I hope you do not make the same mistake as we did. Thank you.