Complaints

• Initial Complaint

  05/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bandago is a van rental service for bands but they dont care about bands at all. *** spent 20k-30k with them in the past 6 months and they still act like theyve never worked with me. *** had many terrible conversations with *******. This guy shouldnt be working in customer service because he has a trash attitude. Ive asked many many times if they could save my info since I rent from them so much but every-time I call its like the first time. They are always rude over the phone and dont seem to care about their job or helping the people calling to rent and pay thousands for their busted sprinters. This company is a sham and will continue to use people until they inevitably go out of business.

  Business response

  05/24/2023

  We are very sorry that this ********************, whose business we value very much, has been dissatisfied with out services. I did try to reach out personally to him with a phone call, and left a message with my personal cell number, but have not received a call back as of today, 5/24/23.
  We absolutely do care about our band clients - I was once in a band myself - and I am apologetic that we have had to re-ask for information every rental. In our business people sometimes switch insurance policies, or allow their policy to lapse, sometimes unintentionally, without telling **. In the event of a claim this can add months to the process, or even result in the client being personally liable. With vans designed to hold up to 15 people, there can be a lot at stake, so we are extremely cautious, and that is how we've managed to stay in business for 20 years. The good news I have for ******************** is that we have two initiatives to address his concerns about this. First is we are launching a VIP program this week for valuable customers like him, that will allow him to upload documents directly, review past invoices, and obtain discounts on future bookings. The second is that we are working with a company that will enable ** to automatically check the validity of auto insurance. This will save our customers time, and hopefully make things go much smoother. 
  As for the customer service, I would never want any of our employees to be rude to our customer in any way. I would love to coach the employee ******************** spoke with, but we do not have anyone named ******* working for the company. The last employee we had named ******* left our employ in 2021. I have asked our national sales manager to look into this and if we can identify who we spoke with, we'll make sure that employee is re-trained. ******************** is always welcome to call and ask for me,  I would be delighted to speak with him. I am the founder and Chief Executive Officer, and if there is anything I can do to make his experience better I will do it!
  Kind regards,
  ***************************
  CEO
  Bandago

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