Got a great offer from Groupon for a "Round Trip Stretch Limo to/from SMF" for $75. Plus another…read more$20 if you live in Roseville. Not bad....$95 for a RT in a Stretch Limo for a really special 21st Wedding Anniversary. Figure another $20 in tip times 2 for a total of $135. We have taken Execu-Car (subsidiary of Blue Van) and have had excellent service and nice Town Cars, for slightly less, but this was extra special trip and we wanted to come and go in style.
Pick up was great....on time. Nice driver. Gave him Groupon coupon and we were on our way. Arrangements had already been made for pick up some two weeks or so later.
Arrive home at SMF. Driver waiting for us. Only no stretch limo....hum. Odd. I did see a black SUV...clearly that was not for us. While getting our luggage, wife received a voice mail from driver stating he was at SMF and to let us know where he was located...and, yep...you guessed it, "look for the black Cadillac Escalade." Hum....something must have happened as we paid for a stretch limo...you know, like the one we were picked up in!
The driver was very curious. He helped us with our bags and off we went. We didn't say a word about the "bait and switch" because we know the driver's have absolutely nothing to do with what cars are assigned to whom...that is clearly a business decision. He got us home 20 minutes later, he helped us with our bags. We tipped him $20 and away he went.
The next a.m., my wife emailed "Annette." She told her that while we did get home as planned, there was no Stretch Limo waiting for us, but instead, a Cadillac Escalade. Annette promptly responded to the email and said "yes, something did come up and they had to substitute (use our stretch limo for someone else, obviously), but that we were already in flight and there was nothing they could do about it." I know--how about offer some sort of compensation! She offered nothing of the sort. My wife sent her three separate emails giving her an opportunity to do SOMETHING, but the emails went unanswered. They must be new in the business or have no clue about how this customer service thing works. Repeat business and word of mouth are very powerful advertisements--none of which they will receive from our experience! Not positive anywway.
No theory exists where it is an even swap for a Stretch Limo and a Cadillac Escalade. None. I would have been happy if they refunded the $20 extra we paid for being outside of Sacramento. I asked a few of my buddies if they paid for a Stretch Limo and was sent a Cadillac Escalade, would that be a comparable substitution. They all laughed and said, "hardly." If I would have seen the ad, "Round Trip--Cadillac Escalade to SMF for $75....+ $20 for Roseville," I would have just booked Execu-Car and had a nice Lincoln Town Car provide the service. No way would we have purchased the Groupon. But I figured since they already had their $$ and there wasn't anything I could do about it, they didn't feel the need to make any sort of adjustment. Heck, I highly doubt we would have even received an explanation (if you want to call "something came up" an explanation) if my wife wasn't the one that emailed them to find out what happened to our Strech Limo on the return home portion of our trip!
When everything works out great with a company--it is a love-fest. But when something doesn't happen as promised, that is the true test of the company's ability/willingness to make things right. Clearly, Rick's Limo Service had no intention of even contacting us about the substitution, let alone an offer of compensation (not even a lousy coupon off a future reservation), so for that, they get a "F" for customer service.
My wife contacted Groupon and they IMMEDIATELY credited us $20, which I thought was very generous because they shouldn't have to do squat--this was Rick's Limo Service's failure to provide the service they promised and that we purchased. Definitely a good will gesture on Groupon's behalf.
They obviously have no clue that the actions they take AFTER problems occur is as every bit as important as the front end of the business. There are too many limo companies out there to ever give Rick's Limo Service a second chance. Too bad....we liked their drivers--but will never use them again.
Lee