| rev:text
| - We booked this company to go wine tasting for my mom's 60th birthday. It was a special occasion, and I tried my best to accommodate our party while staying within budget. Renting a large van seemed like a good alternative to some of the other (more expensive) private tours.
The initial booking experience was easy, and price was affordable. The gentlemen on the phone also explained that should we need to go over our allotted time, it wouldn't be a problem we could extend our time on the fly and pay afterward.
However, the customer service follow-up, and bed-side manner of our driver eclipsed the energy our trip. With about 2 1/2 hours left on our tour, our driver found our group in the tasting room and showed me a text message apparently from his dispatch that said we had to wrap it up so he can make it to his next pick-up. I was in-charge of the itinerary for our group, and was doing my best to keep us on task, but this was a gross over-step on the drivers part. I mentioned their time extension policy that was told to me at the time of booking, and he shrugged his shoulders and then stood a foot away in the tasting room watching us drink wine as if he was counting the minutes till we wrapped it up. I immediately called the dispatch to explained the situation, he curtly said he would handle it, and then called the driver, not sure what was said but the driver approached me to cover his tracks and explain it wasn't his fault.
I describe the details of the issue only to say we, as the clients celebrating a special occasion, should not be privy to any scheduling issues, driver disputes etc. That all should be handled outside of our scope so that we can feel safe and relaxed. We ended up dropping the car off 15 minutes early because the driver continued to be in a tense mood. When I called and spoke to Eric afterwards about the issue, he was defensive, cutting me off (as another review described) and assured me that they make sure this kind of thing doesn't happen (but it did Eric.) He also asked why I didn't tell him sooner and he could nip it in the bud right away (Calling while your driver is watching me wine taste felt pretty soon Eric) In a world where the customer is always right, his service ranks well below my expectations. Eric didn't offer a discount, or small refund, which I know I am not entitled to, but I would imagine that if the customer is held accountable for their half of the arrangement (paying on time, and respecting the vehicle) the company should be held accountable for their half of the arrangement and provide safe, friendly customer service and appropriate and professional solution oriented communication when a problem does arise. If you do take this service, make sure you don't get John, and have Eric reiterate ALL expectations prior to the day.
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