Cross Keys Coach, LLC

rom the initial telephone call to the final drop off at the end of their event. Sometimes we fall short of that goal. After 26 years in this business, I have learned that there are always two sides to every story. I think what we have is a simple misunderstanding, so for the purpose of clarity, I have pulled all of our records in order to simplify the details. 1) You first called us on April 27th to get a quote for a wedding shuttle for your daughter’s wedding. You and I spoke and I told you we will email you a quote for the shuttle service. 2) Your reservation details were entered on that day and a quote was emailed. 3) At some point you received the email quote since you are stated to me what you interpreted from reading it. 4) You should have received two email confirmations, not one. The first, beginning at 4:30 PM with two trips to the Boat House from the Crown Plaza. The second confirmation for the two trips beginning at 11:00 PM returning your guests to the Crown Plaza. 5) Each confirmation shows two pick-ups and two drop offs. The first trip at 4:30 PM has the Crown Plaza to Boat House then Crown Plaza back to The Boat House. The 11PM confirmation has The Boat House to The Crown Plaza then The Boat House back to The Crown Plaza. 6) The 4:30 PM shuttle was $180 and the 11:00 PM shuttle is also $180. 7) There were two confirmations because the vehicle was not hourly and not staying through the reception. It would have cost a lot more that way. 8) When you and I spoke again on May 9th, you asked if the van could do three trips even though it clearly stated two trips on the paperwork. I agreed that since the locations were so close, we could add an extra trip. I never stated “the fee on the quote is only for one pick up and one drop off” as you indicate in your review. I stated it was double because we had to return at the end of the night for the return trip. 9) During our conversation, I got the feeling that you thought the total price was only $180 for the entire evening. Before, I requested your credit card for payment, I wanted to clarity that you knew that the $180 was for the first half of the shuttle, not the round trip. That is when you stated that you thought it was for the entire round trip. 10) When we spoke, I automatically accepted responsibility rather than debate who made the error. 11) In order to respond to your review, I had to research our data and hard copy files. I pulled our backup file copies of the two quotes (4:30 PM and two return trips at 11:00 PM). Both were printed and filed on the same day of your initial call. I know because they are dated by the computer software as printed on April 27th. Each quote show two trips one way for $180. Therefore, the entire cost for the evening is (two trips to The Boat House beginning at 4:30 PM and two trips back to the Crown Plaza at 11:00 PM) a total of $360. I am sorry we were not able to accommodate you at the price you were seeking. I’m sure you were able to find another company to accommodate your request. Thank you.

o consider a luxury vehicle) and a 14 passenger transit van. The vehicle price you shared with us from our competitors was a 12 passenger shuttle van. They are not the same. Secondly our price was all inclusive compared with the competitors price that was without gratuity. Third, I reviewed the audio of your conversation with my office and YOU were the one that stated that the other company would “beat our price” we don’t play those pricing games. We did not and do not claim to beat our competitors pricing. Next, your blasting us on all of the social media outlets is your temper tantrum to pay us back for not giving you your way. I’m sorry we didn’t offer to get into a price war for your business. Finally, I am very friendly with the owners of two of the companies you received quotes from and they both run respectable companies. I spoke to John from one of them and you told him you would not do business with him because he would not give you a contract. I wish you well in all of your future endeavors.