ComplaintsforGenesis Executive Transportation

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 7 2022 we hired this company for our limo service for our wedding. This company says we booked them until 1 but we believe we booked them until 2. They literally left us. A huge wedding party. They did not say they were leaving they just left. They took ALL of our purses and most importantly my mother who has MS had left her medication on the bus and they took it. We missed over an hour of our wedding reception after I had to beg them to come back. Really I should have called the police because they basically stole our belongings. Now on our honeymoon they want to harass us for a bill that they were paid in full for. I am considering a lawsuit at this point. I do have pictures of everything for proof.

  Business response

  05/16/2022

  In response to this complaint. We were contacted late 2021 by ****** ****** because he wanted to get a bus for his wedding in May 2022. We discussed a discounted rate since he knew the owner from school.  
  In Feb. of 2022, he called to get a better rate. The owner agreed to give him an excellent rate at $150/ hour for a total of three hours. We normally charge a non-refundable one-hour deposit for fuel and cleaning as well (see limo-bus contract attached). We did not charge this deposit or normal $200/ hour and 4 hours minimum as our website states.  
  We sent a reservation confirmation on April 27th, 2022, via email to ************************. Per Mr. ******’s request the reservation was agreed to be from 10:00 a.m. until 1:00 p.m. We also sent a Limo-Bus contract on May 6th,2022 via email.  
  On May 7th, 2022, the driver sent a confirmation text at 7:45 am prior to pick up. She asked for a head count and did not receive any response to that question. This would have been a suitable time to request any changes in the reservation. We were told the pickup was at the ******* in Ft Collins at 10:00 a.m. The driver arrived at 9:55 am and text that she had arrived. No one responded or came out until approximately 10:30 a.m. She drove one group to ********** church, dropped at 10:57am. Went back for 2nd group and dropped them at the church by 11:27am. Driver was told by the last woman on the bus that they had to be out of the church by 1:00 p.m. She was waiting at the front of the church at 12:30 p.m. to pick up guests to return to the hotel (as specified in the reservation). The wedding party came out of the church at 1:13pm. The driver made the clients aware they were headed towards the hotel to drop. About 5 minutes into the trip, a young man from the wedding party asked the driver “Do you know you’re taking us to ********** **** ******?” The driver responded “No, I thought the drop off was at the *******.” He said, “No were going to the **** ******." The driver said OK, good thing it is closer because y’all are already past the time and she must get the bus ready for another ride and changed routes to the **** ******. When the driver got to the **** ******, she got out of the bus to tell the passengers goodbye and to thank them. The driver said when the groom got down, she shook his hand and said thank you. He leaned in and kissed her on the right cheek. The driver felt uncomfortable but continued to help the rest of the guests off the bus and to tell them bye and thank you. No one let the driver know that they were going to need her to stay to take them to The *******t. She genuinely thought that they were staying for their reception at the **** ******. She usually checks to see if anybody leaves anything behind, but she did not see the guests loading personal items and there were vehicles behind her waiting. There was limited room for the bus. She said she left and drove back to our shop which is in Johnstown CO 25-30 minutes away.  
  The driver stated that when she got to the shop she begins to clean up and throw away the cups from the champagne the party had. She did notice one purple bag that belonged to the party. She was going to park the bus after cleaning and was going to return to the **** ****** in her own personal vehicle to take them the bag that was left behind. The driver received a phone call and she explained that she was not aware that she was supposed to wait for them and that she was at shop. The person that called got upset and said what about our belongings. The driver said she will be taking it to them. They hung up and then another call came in which was the groom and he begin to yell profanity at the driver. The driver explained it was lack of communication and he continued to be aggressive, so the driver hung up. The bride called and asked if the driver was going back for them, and the driver said yes. The driver arrived at 2:33 p.m. and drove the party back to the *******. The son of the groom said thank you and Mr. ****** waved to her. No other words were exchanged. 
  We as a company concluded to not charge for any overage in time, extra fuel, and gratuity. We apologize for reaching out immediately (causing any interruptions) to address the issues that transpired.  
  
  

  Business response

  05/23/2022

  Attached is the invoice for a customer without a discount by the rates on our website for the general public.  Mr. ******, the only contact we had, made the decision on $150 per hour for 3 hours.  He wrote a check for $500.  The remaining $50 was applied towards cleaning because Mr. ****** said he was going to do cash gratuity. We were never given the fiancé's name or contact information. Everything was done directly with Mr. ******. We still stand on applying the $450 for the services rendered on May 7th, 2022. We will refund the $50 due to the misunderstanding of the final drop off and for the driver not being able to check the bus upon leaving back to the shop. We apologize for any inconvenience this has caused and hope to resolve this issue.  

  Customer response

  05/23/2022

  Complaint: ********
  
  I am rejecting this response because:
   I would like an apology. You took my moms ms medication and all of our personal belongings. My problem is this company has zero accountability for what happened. Even if our time was up the driver said nothing and took our stuff in turn making us miss time we paid for for our reception. I have ran several companies and can learn from things I did wrong.but never would I not even apologize and attempt to make things right.
  Regards,
  
  ********* ******

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