| rev:text
| - DRIVER LOST
2 stars are for the fact the pick-up of our guest at Sky Harbor airport went smoothly. Thank you. However, this was the first and last time we'll use this service, which was recommended by neighbors.
Approximately two weeks in advance of our need for service, I made (and paid for) reservations. During first calls, the connection was lost three times; therefore I had to call back three times. I heard someone in the background saying, "What's wrong with these phones?" The person taking down all the details (I won't record her name here, even though I do have it), was extremely slow and seemed not to understand, even though I carefully enunciated every word. Ordering service for our soon-to-arrive guest was painful and laborious. When I responded to the question regarding destination, and advised Sun City, she asked, "Surprise?" I repeated "Sun City," yet when I asked her to read the details back to me, she had written "Surprise." This is only one example of her several inaccuracies during my request for service, which took an inordinately long time. I should have recognized at that point that this company has some serious problems.
Prior to pick-up of our guest, I called to confirm all the details and amazingly, they were correct; and as mentioned, pick-up went smoothly.
Prior to our guest's departure, Sun City Express called two days ahead to confirm they would arrive at our home by 5:30 p.m. and would have our guest at the airport in plenty of time for her international departure at 8:10 p.m.. We appreciated the customer service aspect of this call.
On the day of departure, my husband and I were out front before 5:30 to see our guest off. At approx. 5:32, we received a call informing us our driver would be 15 to 20 minutes late. I told them to forget it, because they could not possibly get our guest to the airport on time. The caller said, "I guarantee we'll have Mrs. C. at the airport by 6:15 p.m." Didn't happen. At 5:45, we all went back out front and waited . . . . and waited . . . . and waited. . . . . . 6 o'clock came and went . . . . and still no van from Sun City Express. Again, our guest's international flight was to depart at 8:10 p.m. and we live a good 40 minutes from the airport.
I called Sun City Express again and asked if they accept any liability for missed flights. The answer: "NO." Just as I was speaking with this person, the van arrived . . . . and our guest left our home at 6:05 p.m. By this time, she was having extreme difficulty maintaining her composure . . . . as was I. We have just heard from her and learned that she arrived at the airport at 6:40 p.m. and made the flight with little time to spare . . . . THE DRIVER HAD APPARENTLY GONE TO A SIMILARLY-NAMED ROAD BY MISTAKE. (The road he mentioned is just under five miles from our home.)
We hope never to put anyone through such terrible stress again.
Upon reading reviews for this company, I see that they may not be providing GPS's for their drivers. If this is true, it is not only astounding, but unprofessional in the extreme. Because they are called Sun City Express, one would assume the very maze of circular streets in this Sun City neighborhood would make it obvious the use of GPS's is the only way to navigate around here.
Would we recommend this service? Sorry, but no . . . . because the bottom line aside from safety of transport, is the timeliness of the pick-up for arrival and departure. BOTH must be flawless. . . . and weren't.
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