FL Tours .....my bad experience

[CaliforniaDreaming]

Here is one report: http://www.disboards.com/showthread.php?s=&threadid=466914&highlight=+FL++Tours++Limo

 

[Familyof14]

Thanks, I read it and it sounds like things turned out well.

 

[Dana49]

Never tried FL Tours before this year. We've always used Tiffany, but decided to try FL Tours because they are a board sponsor. Not at all impressed. There were several inexcusable miscues on their part. Without getting specific, we're back with Tiffany later this year.

 

[Familyof14]

UGH!

 

[GAIL HAYDEN]

Originally posted by BelleRN
I was really hoping to give a good review of FL tours.
But, my overall experience was bad and I would not recommend them to others on this board.

I read good things about them here, so I booked them for my May 9-16 trip. These are the things I want to share with all of you who are planning.

Online reservations- worked fine
I called Andy late the night before since I did not get my promised confirmation e-mail or phone call. He assured me they would be at the airport on time.

Arrival at airport- no driver at baggage claim. I called and Andy tells me the driver is in the airport at another baggage area. He arrives shortly and states "You told me the wrong flight number!"
Maybe Andy told him the wrong flight number, but I was at the right one. So we get off on a bad foot.

No help with luggage at airport. Does not introduce himself and walks ahead of my family, talking to someone else on the cell phone the entire time.

Delta lost one of our bags and the driver acts annoyed that we need to arrange for Delta to deliver it to hotel. Driver paces and talks on cell phone.

Limo-- clean, air fresheners in ash tray way to strong, Hot!!!
Asked driver 2 times to please turn on air conditioner, we are now cooking in the back. No Movie in TV/VCR. Doesn't even pick up an TV channels. Side pockets have cola in them, but not cold. Driver does not offer any information about grocery stop, so I ask , he says he can stop at Goodings. I told him fine since I have cost him time w/ the lost baggage.

Driver does help with unloading bags at Dolphin.

Paid in cash. Included 20% tip for entire 3 parts of trip. No receipt offered. I ask. Driver writes receipt on back of business card and signs it. Confirms transfer to Hard Rock Hotel in 4 days.

I called the night before transfer, spoke with Andy again, very polite.

Picked up in van for transfer as requested, on time, clean van.
Driver does not speak until I introduce myself and ask his name.
Lets bellman at Hard Rock remove our luggage. Smiles and waits for tip. Explained the 20% tip I had already given in advance. Doesn't say a word.....gets in van and drives away.
Yes, I felt bad. But 20% was already included. There was nothing special here to warrant paying him more.

Final leg....Andy called the Hard Rock the night before and left message to confirm pick-up time.
Picked up on time the next am. Again, limo is clean but not inviting. No drinks offered, hot soda in side pockets . No movie and TV doesn't get anything else. Did not feel bad at this point for not giving anymore money away.

Final cost 276.00

Lessons learned: priceless

I will not do business with them again.
Just my opinion, maybe yours will be better.

Belle RN

I sure hope you wrote Andy with these complaints. Won't do any good writing here and not writing to Andy.

 

[HoosierFantasia]

Not so sure it will help writing to Andy either....

We had planned on using FL Tours for our upcoming trip. Andy had qouted us over the phone a rate of $170 for either 14 pass. van with a trailer for luggage or possibly van and towncar. Last week when we called to confirm Andy told us that he didn't remember our conversation but he would give us a deal fro $150 roundtrip in a 10 pass van. I asked about the luggage and he said that it will all fit. I asked if everyone will have a seatbelt and he said NO. It will only hold 10 (we have 12). HE said make the reservation online and click 10 pass. but put that we have 12 in the comment section. After getting off teh phone and checking around I realized that $150 is more thatn the standard rate for a van AND that is is against the law to have more than 10 pass. in one of those vans. I called a few other services and asked if 12 of us could squeeze into a 10 pass. van to save a few bucks and they all said NO it is against the law.
That was enought for me to reserve with someone else.

Bill

 

[Familyof14]

Andy sure is getting a bad rap these last few days. I am very confused as to what to do. I am just short of confirming a deal with him. I feel I will get good service as I have talked back and forth with him and have everything in writing. But, for every good post here, there are two bad post I read about him.

BTW - Andy knows about the FL Tours post on this board. He does read them and has posted several times in the past.



GAIL HAYDEN - I see where you are from CT. Is that anywhere near New Caanan? Are you a relative of Andy's?

 

[ValerieK]

We used Fl.Tours the beginning of May. DH was not impressed. The driver didn't introduce himself. He did help with the luggage and was very nice. The problem came on the trip from BC to MCO. They told us they would be there a little after 4, they didn't show up until 4:30. They brought a van instead of a towncar. I know that some people would like this, but there are only 4 of us and the van was huge. DH was not happy. We did get to watch Toy Story. We are going back in October and December and Dh does not want to use them again.

 

[AndyN]

First, I am very sorry to hear about your experience with our company. I hold my drivers and company to a very high Disney standard and it kills me to hear this kind of trip report about FLTOURS. I repeatedly drill my drivers on the importance of giving 110% service to everyone that steps foot in our vehicles and to do whatever it takes, within reason, to make them happy. No matter how many wonderful reports and thank you letters we receive from our past clients, it only takes one bad one to make us look and feel bad. I continuously receive great comments through email, but they never seem to make it to the boards. I guess it's the nature of the beast that a bad trip report will stand out like a sore thumb. I have always had the illusion that we were the closest thing to perfect in what we do. Now we have two not so great comments about our limo service and this is not going to make us perfect. But it certainly does not discourage us from striving to achieve our goal.

I don’t remember who it was in this board, perhaps GAIL [who by the way has no relation to me other than being a fair poster in this board in my opinion] once said every story had another side to it. Well, I can’t tell my side of the story should there be one. To do such things in my opinion is to make up an excuse. I’m not about excuses! If in some ways we make you unhappy, I feel it’s our obligation to make sure that you’re happy.

In my book, our GUESTS are ALWAYS right.

BelleRN- I wanted you to know that it pains me to read your experience and could only wish now that you had communicated to me when I called you at your resorts on two occasions to confirm the pick ups. I would have made it right for you and assure you that you would've returned home with a different opinion of our company. I truly wish I could've dealt with this problem while you were still in Orlando, because now it seems to late to pick up the fallen pieces. Again, I hold full responsibility for my drivers and have taken action on this matter to assure that he will never drive for FLTOURS again.
Sincerely,
Andy

 

[Ms. WDW]

Unfortunately nothing is perfect, and there are going to be cases where drivers are not doing what is expected of them by us the customer or by Andy the boss!! It's up to us to make sure Andy is made aware of the situation THEN and not when the trip is over and everyone is home.

I personally found Fl Tours wonderful when I took them last year and just booked again for this July. Our driver was not only waiting for us, but immediately introduced himself, confirmed our destination and grabbed the luggage. He was aware of the grocery stop, helped load up the trunk with what we bought and then unloaded everything at the Boardwalk. On the return trip he was as prompt and courteous as when we first met!

Now will I get that same service this next trip?? I sure hope so!!! And I expect that I will from past experiences shared on this board.

But if I don't.....I will make sure Andy is made aware of it then...and not after the fact.

 

[Familyof14]

The way I look at it is that everyone has a different opinion of the same experience. Some people just like to complain!

Take cruising for instance.
OT - I am a member of a cruising message board. You would not believe the difference in postings from two different people that were on the exact same cruise!

My last cruising experience was wonderful! We had great service food and accomodations. Sleeping in the bed was like being on tranquilizers it was so comfy! The weather was great, the pools not too crowded and the passengers were all really friendly. The ports of call were all wonderful and we had great taxi service.

Another passenger came home and complained that the service was lousy, the food horrible, the (same) room was too small and the beds uncomfortable. The weather was too hot, no chairs to be found at the pool and all of the passengers were foreign and rude. The ports of call were crowded and dirty. Taxi's were too expensive and drivers were grumpy.

You get the picture!

Andy - As soon as my husband reads the e-mail you sent this morning about the cash versus credit card issue, I will email you with our decision. I hope we get to use you for our limo service.
As for the grocery stop, maybe we can work in a stop on the way to the port instead of from the airport to Universal? We just need a few things for the cruise.

 

[GAIL HAYDEN]

Originally posted by Familyof14
Sorry to hear your story...I sure hope my experience is positive for me because I just booked with Andy (BTW - Is he the owner?).

Anyway, alot of what the OP experienced would not bother me.

I do hope that we are met at our baggage area with a sign because we are surprising our children so I am really looking forward to that part.
We can get our own luggage, but a friendly driver will be a plus!.
Air conditioning will be nice, but not having a TV or cokes after getting off a noisy airplane w/snacks will not bother us either.
We do plan on a grocery stop. What is Goodings?
I am still confused about the tipping issue. Seems to me that we should just tip each driver individually, but how to know the correct amount for each leg is a mystery. Do you have to pay cash?

If your drivers were as bad as you say, maybe you just had bad luck and Andy should let them go.

the 20% is for a Limo, not a towncar.

 

[GAIL HAYDEN]

Originally posted by denman007
I've been trying to find someone who used FL Tours LIMO service for months now...found on one.

This is exactly why I was trying to find just 1 happy customer...and I'm still looking.

I didn't like the idea of the tip being included either...you know the driver is expecting it too - give me a break!!!


I'm booking Happy Limo.

Click on the car in the upper left hand corner of this page. Read that the 20% is included on the limo service ie: stretch limo, NOT towncar service.
There are MANY excellent reviews of this service. Do a search.

 

[GAIL HAYDEN]

Originally posted by Familyof14
Andy sure is getting a bad rap these last few days. I am very confused as to what to do. I am just short of confirming a deal with him. I feel I will get good service as I have talked back and forth with him and have everything in writing. But, for every good post here, there are two bad post I read about him.

BTW - Andy knows about the FL Tours post on this board. He does read them and has posted several times in the past.



GAIL HAYDEN - I see where you are from CT. Is that anywhere near New Caanan? Are you a relative of Andy's?

New Caanan is about 45-60 minutes away. And, no, I am not a relative of Andy's, but feel, he should be able to have a chance to defend himself. Writing here is a good place to vent, but, will do nothing (unless Andy has a ton of time with nothing to do and reads this board) to improve the situation.
IMHO, it is far better to inform the business owner, wait for the results THEN post. I am not sure if the OP did this or not.

 

[GAIL HAYDEN]

Originally posted by AndyN
First, I am very sorry to hear about your experience with our company. I hold my drivers and company to a very high Disney standard and it kills me to hear this kind of trip report about FLTOURS. I repeatedly drill my drivers on the importance of giving 110% service to everyone that steps foot in our vehicles and to do whatever it takes, within reason, to make them happy. No matter how many wonderful reports and thank you letters we receive from our past clients, it only takes one bad one to make us look and feel bad. I continuously receive great comments through email, but they never seem to make it to the boards. I guess it's the nature of the beast that a bad trip report will stand out like a sore thumb. I have always had the illusion that we were the closest thing to perfect in what we do. Now we have two not so great comments about our limo service and this is not going to make us perfect. But it certainly does not discourage us from striving to achieve our goal.

I don’t remember who it was in this board, perhaps GAIL [who by the way has no relation to me other than being a fair poster in this board in my opinion] once said every story had another side to it. Well, I can’t tell my side of the story should there be one. To do such things in my opinion is to make up an excuse. I’m not about excuses! If in some ways we make you unhappy, I feel it’s our obligation to make sure that you’re happy.

In my book, our GUESTS are ALWAYS right.

BelleRN- I wanted you to know that it pains me to read your experience and could only wish now that you had communicated to me when I called you at your resorts on two occasions to confirm the pick ups. I would have made it right for you and assure you that you would've returned home with a different opinion of our company. I truly wish I could've dealt with this problem while you were still in Orlando, because now it seems to late to pick up the fallen pieces. Again, I hold full responsibility for my drivers and have taken action on this matter to assure that he will never drive for FLTOURS again.
Sincerely,
Andy

Great post Andy!!!! It is obvious to me that you care a great deal about your company and your customers.
It is unfortunate that the poster did not address the problems while in FL.
You can bet if I ever travel to FL and don't rent a car, you will be the only person I call for Limo service. I have seen your cars and they are beautiful and very clean, the drivers immaculate. I was totally impressed.

 

[Familyof14]

My grandparents lived in New Caanan. I have fond memories of that area. It was so beautiful!

Good news - We have decided to give FL Tours a try and I will post a trip report as soon as we return.

 

[treehugger]

Gail, finally the voice of reason. I am one of the scores of disers who have had excellent service from FL Tours. You're right about addressing the problem directly with the company for resolution BEFORE you vent. Glitches happen but the proof of a good company is the willingness to solve problems when they are brought to their attention and it is very obvious that Andy cares a great deal about his reputation and customers.

 

[GAIL HAYDEN]

Originally posted by Familyof14
My grandparents lived in New Caanan. I have fond memories of that area. It was so beautiful!

Good news - We have decided to give FL Tours a try and I will post a trip report as soon as we return.

It is still a beautiful area.

 

[jennymouse]

I second Gail, great post! I look forward to using your service for the first time on June 6th!

 

[DisOrBust]

WE used a limo from Fltours and everything was fine. Yes there was warm soda but that was trivial to me. The tip was 20% up front for both ways. I don't like this policy but it did not prevent me from using FLtours. It did prevent me from "adding" anymore to the tip. I think they do themselves a disservice by asking for tips to be provided before the service your tipping for is done (ie tiping for the return trip in advance). I do plan on using them in the future.