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Originally Posted by minniepolkadot  During my recent trip to Disneyworld, I booked a private van through Quicksilver to transport our group to our hotel. After making a reservation online, I realized I selected an incorrect return date and sent a change request to Quicksilver via their website. The day before our departure, Quicksilver denied that they recieved this change request and wanted to charge me an extra fee of $50 to change the reservation (in addition to the existing transportation cost).
Although I understand that these types of miscommunications happen, I was quite appalled by their customer service. I spoke with the owner in an attempt to reach a compromise. Although I remained composed, he began yelling at me so loudly that I had to hold the phone away from my ear. I said that I did not feel that it was appropriate for him to raise his voice, to which he said, "ma'am, I am going to hang up on you" and did so. My partner called him back to try and sort things out, but he was also treated quite abrasively. Needless to say, we were shocked by the poor customer service provided by this company.
Our group decided to use a taxi van to return to the hotel, which cost $66, $1 more than the one way price of Quicksilver's private van. If you are planning on using this company, you may want to consider other forms of transportation or alternate van companies to avoid having a similar experience. |
Hi,
As it seems you held to your promise to give us a bad review here and also to AllEarsNet. Too bad this bad reviews are a complete lie and an exageration in your part. Folks here have known me for a long time and know it is virtually impossible I would have treated you that way. In the other hand I remember being yelled at and, yes, saying I would hang up the phone if you continued mistreating me. I also remember threats of credit card disputes if I did not do everything the way you wanted.
You made a mistake and tried in all ways possible to blame us. Our driver was already at WDW to have you picked up when we called and you said your pick-up was for the next day. You confirmed on that phone call that both your confirmation email and business card your driver gave you upon arrival said Nov. 15th. You than claimed an email was sent changing the date, very convenient right? Obviously we never received that email. On our confirmation it clearly says to CALL for any changes so to avoid misunderstandings like this one. How could you know (if you did indeed send this email changing the pick-up date) we received it??? Wouldn't it be wise to have called and reconfirmed. Also, why not call as soon as you received your confirmation, or better yet, when our driver confirmed for the second time the Nov. 15th return date when you arrived at your resort on Nov.13th?
The total you would have to pay to reset a pick-up for the next day would have been $75.00 but we offered you a $25.00 discount, so $50.00 for a one way trip. You declined that offer! You offered no proof of an email for a date change and we NEVER received a single phone call from you.
Rest assured, we did all we could to help but there is only so much we can do. Our policies are very clear in big red letters on top of all confirmations, our drivers reconfirm and give a card with date and pick-up times on it, and you still are blaming us for your own mistake.
Have a great day,
Gregory Nicolas.