We chose Savannah because of the old car that was perfect for our wedding. Two weeks before the wedding, my wife called to see what was needed to finalize payment. She was told that we would be called the Monday before the event to collect final payment. She asked about the 5pm time in case we should move it up. We wanted to be picked up from the church for a sendoff at 4:50pm. She was told (by a younger sounding male) that we should not change the time because the car is guaranteed to be there 15 minutes before. Since we did not want the car there at 4:30, we took the advice and left the 5pm time. The man said he would put a note in the paperwork regarding the conversation.
Our Monday phone call did not happen, so I called to make final payment a couple days later. I spoke with an older gentleman, Dean, I believe, and made payment. I also asked about the 5pm pickup time and changing it to 4:45pm. Again, I was told that we should not change the time because our car would arrive at 4:30pm if we did. Again, I was told that a note would be made on the account.
Wedding day: Our ceremony ended at 4:50 and the car was not yet there. My best man called and was told that the car was late because the car was booked for an earlier wedding. We had to change our plans of just coming outside to rice and walking back in since the car was not available to drive us off. It was an embarrassing and disappointing way to start the best day of our lives as a couple.
The car did arrive around 5pm. We were able to take a couple pictures with it and ride it to the reception location, so it was certainly not a total loss.
When returning from our honeymoon two weeks later, I called, speaking with Dean on Friday, and asked to speak with Mike. Since most of Monday rolled by without having heard from Mike, I called and spoke with him. He stated that he would ask the owner about the partial refund I was requesting for the inconvenience. Mike also asked who I spoke with because he can't imagine someone would have said that. He took my number to call me back.
I didn't hear back by Thursday, so I called to inquire and was told no refund would be issued because the car arrived at 5pm as scheduled. Mike stated that the only younger male was the driver of the car, who would never promise 15 min ahead of time. Dean did not remember any of our interactions. Also, Mike said that the car was delayed due to sitting in traffic in a pileup for 45 minutes (Had we been told that at the time, we might not be asking for a partial refund.) The conversation became heated when I asked why I would intentionally choose a pickup time that wasn't what I was looking for or that I was making all this up. Mike said that in all the wedding pickups in the history of their company, this has never happened before. Not once was an apology offered or any responsibility taken.
When I stated that I would post my negative experience, he quickly retorted that he will respond. As you can see with any poor review on any site, the company does not take responsibility, and suggests that the customer has done something wrong. We did have the car for part of the day and the driver was pleasant, but be weary of your interactions should anything not go the way you are expecting. read more