American Eagle Limousine & Party Bus
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5 months ago
For my daughters 21st Birthday I purchased a Party Bus to provide transportation for me and my guest to and from the Spirit of Baltimore dinner cruise in Baltimore, MD. I spoke with a representative named Sam, he promised to be competitive with the prices and assured me I would not find another Party Bus in the area like the ones he had. He directed me to their website to see what my bus would look like for 15-20 passengers, I was impressed. The day of the event they were running late so I called them numerous times to get the status of arrival. I was told that they were giving us an upgrade and sending a larger bus. I was upset they were running late but excited to see what the larger bus would look like. Once the bus arrived I went out to look at it and was totally disappointed. It was nothing close to what we expected. The bus was terribly old, it had torn upholstery all over, hanging light fixtures, dirty seats and floors, no tint on the windows, very few lights and smelled of marijuana. We were already running late so we boarded the bus to get to the cruise on time. The ride was horrible I was very upset but tried to keep up good spirits for my daughter. As I started to walk around the bus and take pictures I found two marijuana pieces again needless to say I was furious. The bus had terrible shocks we could feel every bump in the road, it was a very uncomfortable ride. Plus the driver was speeding to get us to our location on time so that didn’t help. Their were older adults in their late 60’s on the bus and they could barely tolerate the ride. One guest had to stand and hold on to the bar fearing he may fall because he could not stay in his seat due to the rocking and shaking of the bus. Calls were made the night of and the next day concerning our dissatisfaction. Sam could not help me and told me I would be getting a call back. I spoke to a representative named Mike, I explained all my concerns and told him I had pictures and I was totally dissatisfied and requested a full refund. Mike was very unhelpful and rude, he stood by the fact that we made it to our destination and that was all that mattered. He told me he had been on the bus prior to coming to my home and was aware of the smell of smoke but said he could not control what others had previously done. I was furious to know that he was aware of the smell and he still sent the bus out to me. He continued to debate with me and refused to make a mends, he said he would no longer carry on with the conversation and that anything else that I had to say can be sent to them via email. I am going to court for a full refund of the amount paid because the quality of the Party Bus that was promised to us was not upheld. We paid $875.00 for a glamour’s Party Bus with all the bells and whistles and that was what we expected to receive. I could have rented to luxury SUV’s for a full day for cheaper than the Party Bus if my only concern was to make it to my destination and back. We were paying for the ambiance! I do remember they continued to ask me numerous times on different occasions what I was renting the bus for, which my reply was my daughter's 21st Birthday. I noticed our bus was changed along with the driver (to an African American male, the male we had before was not) the day of the event by someone else other than Sam. I don't usually throw the race card out there but I have an unsettling feeling that they could tell I was African American and because my daughter was young (21) they started making assumptions and they sent us the "smoked out black bus." I feel they assumed that was what we would be doing on the bus and they didn't want us to mess up their good buses. Well that wasn't the case, we were of different ages and dressed elegantly and you should not pre judge someone based on race and age!
5 months ago
THE PITS. I was looking for a party bus for about 10 people to take us from home to a wedding about an hour into the country. So first off you notice I said an hour into the country, so not really uber/lyft-able. I spoke with Sam about a month before the event. I explained I was shopping around and I gave a very specific amount that we were willing to pay. A day passed and because I had not yet committed (really because I work and was travelling for work) Sam started texting me. He said he could meet the price but I HAD to do it today. As I was travelling for work and at an airport I submitted my payment online as to not read my credit card number to all of the fantastic United travellers I was spending my most intimate time with. I received confirmation of payment from Sam in addition to seeing it removed from my bank account and we were "all set". The week before I event I texted Sam, requesting confirmation. He said it was confirmed and any other questions I can be directed to my contract (which from the start had the incorrect number of people). Wedding day comes, the bus was to pick us up at 3pm for a 4pm arrival. Thankfully I had a build in buffer of a half an hour as the wedding didn't start until 4:30. Here is a timeline of the events. 3pm - bus pick up according to the contract and confirmed on Tuesday of the week before 3:10 - no call, no response to text messages, no bus 3:15 - called, asked where the bus was. The gentleman we spoke to knew nothing of it and requested to call us back after he locates the driver 3:20 - we call again as we are quickly approaching when we will now be late to the wedding, he says there is an issue with the bus and asks " what time do we need to be there?" my response was, the bus was supposed to be here 20 mins ago, it shouldn't matter when I need to be there. He says it's going to be a while. I will call you again to let you know 3:27 - call again, at this time we are developing a plan B of ubers, that promptly cancelled as they don't want to drive an hour into no where. They tell me to take ubers and the bus will pick us up at the venue. I envisioned the same level of communication to come from American Eagle but with greater consequences. We were to trust this company that didn't even bother to call us once up to this point to pick us up at 12pm in the middle of Virginia. I requested our entire trip be refunded, which they refused. 3:30 - As the second of our Uber XL's cancelled picking us up we decided to drive. It was only now that I received a call from the manager who said he would refund the trip, which they did. It was a nightmare. They were rude, unapologetic, reactive. Don't do it.