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report scam| Country | United States |
| State | Arizona |
| City | Tempe |
| Address | C/O Mileage Credit Request Group 8930 South Beck Avenue Suite 101 |
| Phone | 8004104444 |
| Website | http://www.execucar.com/ |
ExecuCar Reviews
NEVER RELY ON EXECUCAR TO GET YOU ANYWHERE ON TIME.
Execucar and their New York City affiliates are by far the most unreliable Car/Limo service possible. We made a reservation for a pick-up from our home to Newark Airport and an airport return for our arrival, several days in advance of our departure. On the day of departure for the airport, the car had not arrived by the time ordered which was 2:30 PM, 3 hours prior to takeoff. At 2:35 the car had not arrived and so we called to make sure the company had the correct address etc. Ten minutes later we received a call from the driver telling us he “was caught in traffic due to an accident on the road and that it would be a half hour more before he reached us.” HE DID NOT CALL US IN ADVANCE TO TELL US HE WAS RUNNING LATE. We were concerned about traffic and increased airport security checks, which is why we had made the reservation with extra time to spare. We could not wait for another half hour and cancelled the Execucar hiring a local taxi to reach the airport on time.
When we were in the airport for our return flight 5 days later, we called to reconfirm our pickup. We were shocked to learn that the company had canceled our return reservation when we cancelled the departure pickup because their driver was going to be 40 minutes late. At the time of our departure, we were not informed that our arrival pickup was being cancelled. On the phone from the airport four hours before our arrival back at Newark, we made and confirmed a new airport pickup and greeting.
When we arrived at Newark baggage claim, there was no driver waiting there for us. We waited for our luggage and 35 minutes after we arrived we called Execucar and asked where our car was. We received a call back informing us that “the driver was delayed because of traffic due to an accident”!?!?!? The same exact excuse given for the delayed pickup for our departure! We cancelled the pickup and told them we were taking an airport taxi since it was late in the evening and all the other car service drivers who were there to pick up their customers had now departed. While driving home, we received a call from the Execucar driver asking where we were. He had finally arrived at the airport nearly an hour late! We, traveling the direct route from the airport, saw no traffic delays or accidents in either direction on the highway the Execucar driver would have had to take nor were there any reported for the whole area on WAZE. We can only surmise that this company’s drivers often do not to leave enough time to pick up waiting passengers -- Perhaps because the company gives them too many jobs with not enough time in-between.
Although the company returned my payment for the departure pickup, they did not return my payment for the arrival reservation. I called and reminded the agent of the two very late pickup problems and was promised not only that the charge for the arrival pickup would be cancelled but that someone from customer service would call us about the two seriously delayed pickups but also why there were identical excuses for both bungled rides. Needless-to-say, we never received a call and the charge for the arrival pickup was not returned. Fortunately, American Express takes care of such unprofessional behavior.
THis was the email I sent to ExecuCar atleast 4 times from 8/12/15. It was acknowledged and then ignored. It is now 17/01/16. I have received no response.To whom it may concern,
I want to describe to you myself and my partners experiences with your company this last week. This is because we found the service to be completely terrible and, quite frankly, I would like a refund.
We had travelled from London Heathrow and I wanted to book a Taxi to and from the Airport as a matter of smoothness, convenience and efficient use of our short time for our trip. When we arrived at Newark, the Taxi had not arrived - I waited 20 minutes and had not received any communication at all. After speaking to the representative on the phone, I was told that the Taxi would be 30 minutes late due to delays. I did not find this acceptable - I believe that the Taxi should have left in good time, to pre-empt any delays like this.
After 30 minutes I received an automated phone call saying that the Taxi had arrived. We came outside of the Terminal and looked everywhere but I couldn't find the car at all. I is not ideal, with quite a lot of luggage to be knocking on every black cars window asking if they are here to pick us up. Yet again, I had to call you, only to be told that the Taxi had been waiting at the wrong level of the airport and that it was actually late because we gave them the incorrect flight details. I do not believe this to be the case. The lady on the telephone read me out a different Flight Number to ours, however all the other information was the same. I do not understand how this can affect the arrival time of the Taxi. The departure airport, arrival airport and departure and arrival times were all correct. Why was I being given different excuses on each occasion at this point? The lady on the phone in my opinion should have been more concerned with finding our taxi as we were now late for our plans in New York.
After another 15-20 minutes, the taxi arrived at the end of the pick up point, not where I had asked on the phone numerous times with the lady on the phone. The driver got us to the City in good time from here - however we were taken to the incorrect Hilton and had to make our own way to the correct one a few blocks down the road. If this experience wasn't bad enough, the trip back to the airport was a hundred times worse!
We had arranged for a 7PM pick-up at the Hilton Midtown Manhattan, the details of which I confirmed you 1 day beforehand so to avoid any more mistakes. 7PM came and passed. at 7:10PM, I rang you to find out what was going on. I was told that the driver had gone to the wrong Hotel and we had to wait 10 minutes. This is not good enough, for the same mistake to happen again after I had already gone out of my way to make sure that this mistake specifically was not to be repeated. I said this to the lady on the phone and asked her to have the driver come to the front of the Hotel where we were waiting and have the driver come and get us from his car. 20 minutes passed before I had to call you yet again. The driver was not told this and was at the other end of the Hotel. We had to carry all of our luggage across to the opposite exit where the driver was waiting for us in his SUV.
By this time is was approximately 7:40. As we got in and started to head off, the driver stopped the car and said there was a mechanical problem. We had to wait for a new car to arrive now. After 10-15 minutes, the new driver arrived with a different SUV, we were taken to the airport and arrived at about 8:30PM. We just about managed to make our flight.
The quality of service in our experiences were diabolical. At no point did I receive any communications from you. Almost every mistake that could have been made, was made. You were late at every given opportunity, you were unable to follow a flight, you were unable to take us to the correct hotel, you were able to pick us up from the correct hotel, you were unable to provide us with a working car and get us to the airport on time. The service was unacceptable and I feel we more than warrant a refund on our purchase.
If you agree to do so, I feel this may claw back the quality of customer service I have encountered with you ever so slightly and, perhaps, enough for me to keep my experiences off any of the review websites.
I look forward to hearing from you shortly,
Kind regards,
Mr Andy B