Happy Limo - Not So Happy Experience!

[starseed]

I haven't posted in this area before, but I have been working through a customer service situation with Happy Limo and wanted to post my experience in case anyone was thinking of using them.

We had recently taken our first trip to WDW and it was an extra special trip, as we were married at WDW during this trip as well! And because I wanted to make it that much more special, I had made reservations with Happy Limo to surprise my then husband-to-be to have town car transportation to Universal, WDW and our DCL honeymoon.

The transportation service itself wasn't so bad, even though I had changed one of our pick-up points beforehand and it wasn't reflected in their records. But the main issue started when we were getting dropped off at Port Canaveral, the driver had put my husband's suit (the one in which he was married in!) in the front passenger seat and neglected to get it for us when we were dropped off. It was after our wedding, so you can imagine that we had a lot of luggage and only realized after we checked into DCL that we didn't have the suit.

I called Happy Limo and was told that they were going to try and drop the suit off before the ship left, but that they would call me back to let me know either way. I never heard from them.

When we were picked up after the cruise, they had an opportunity to get it to us, but no attempt was made. And my repeated phone calls remained unanswered.

It is now over six weeks later and after more than a few attempts to get the suit back, I finally received a response TODAY that they will "require" a credit card number to mail the suit back to us because their "policy clearly states that we are not responsible for items left behind". Had I gotten any kind of a response from them sooner, I may have been more understanding of this policy... but SIX WEEKS later?

They have refused to take any responsibility for this, would not offer a compromise nor even offer an apology for the delay in getting back to us. They wanted my credit card number to mail the suit back, but I have sent them a FedEx account number to use instead. I've asked that it be sent out this week and for them to email me the tracking number, so I will see how it ends up. And I'll make sure to post an update on the outcome of all of this.

But the bottom line is, should you use Happy Limo and have a problem with them, they are not a responsive company to resolve problems and their customer service leaves much to be desired.

We had a one-way transfer from Tiffany Towncar and had a terrific experience with them. I would definitely recommend them over Happy Limo should anyone be weighing transportation needs.

 

[crzy4dsny]

You would think that if the suit was in the front passenger seat the driver would have seen it as soon as he got back into the car. How could he not notice a suit sitting on the seat right next to him? Maybe he wanted it for himself.

 

[MPLsDad]

I've used Happy Limo and have only experienced quality service. My sympathy goes to the OP, but crzy4dsny - do you truly think the driver really wanted to steal someone else's suit????

 

[robinb]

I don't see the OP being worried that the driver wanted her DH's suit. I see that the driver put the suit in the front seat and then forgot about it. The company told her that they would attempt to deliver the suit before the ship left and the next thing she hears from them is 6 weeks later. That's a huge customer service problem.

 

[disneyfan67]

I have had two bad experiences with them and would not use them again even if they offered to drive me to WDW for free. On my first trip that I flew in on, I used them because they were recommended by Mousesavers and I thought that was a pretty good endorsement. The pickup portion was fine, but when it came time to go back to the airport the next week, they were a no show. I had a 8am flight so I was waiting at the Contemporary lobby/front entrance at 5:30 am, just like Happy Limo told me to. I had called the day before to confirm my pick up and was assured everything was set. No one showed of course and my repeated phone calls to them went straight to a answering machine. I ended up taking a cab around 6:30 or so and barely made my flight. If it wasn't for the great service I got from my airline, I would have never made that flight.


When I got home I called them and I finally got a live person. I did recieve an apology and a excuse. All I wanted was half my pre paid limo fee back, plus the cost of taking the cab. The guy on the phone just wanted to give me a free limo ride when I came back to Orlando. No way! They finally sent me a check with partial payment and a promise of a good deal next time I use them. About 15 months later I called to see if I could get that deal and was given the run around. I was told one price on my first call and then got another call back giving me the same price I could get online with the Mousesavers discount. It was only 5 bucks off! There was no way I was going for that after all I went through. The guy on the phone was beyond rude when I declined and I will never use them again. I'm trying Sunray from now on.

 

[Nala2007]

...because their "policy clearly states that we are not responsible for items left behind". Had I gotten any kind of a response from them sooner, I may have been more understanding of this policy... but SIX WEEKS later...

"Clearly" this item was not left behind, it was forgotten by the limo driver!!! This isn't the only rotten thing I've heard about them and I have seriously considered using them...now I'm "clearly" un-considering my consideration.

 

[starseed]

I don't see the OP being worried that the driver wanted her DH's suit. I see that the driver put the suit in the front seat and then forgot about it. The company told her that they would attempt to deliver the suit before the ship left and the next thing she hears from them is 6 weeks later. That's a huge customer service problem.

Thank you, robinb. We were never concerned about the possibility of theft, just that the resolution of this issue with this company has been a long and difficult one.

Two weeks after our return, I called and spoke to someone on the phone with Happy Limo and while I was trying to explain the situation, he stopped me and described the suit exactly. As it turns out, it was sitting right in front of him! He said that he would need to talk to the owner about sending it back, but he took down our address and I asked that someone call me back to confirm what was going to happen. That was the last time I actually had any contact with them until yesterday, even after repeated attempts on our part to get in touch with them.

In our view, the main point is that this has been a completely unsatisfactory customer service experience, particularly in light of the fact that it has taken them six weeks to deal with it.

 

[crzy4dsny]

I've used Happy Limo and have only experienced quality service. My sympathy goes to the OP, but crzy4dsny - do you truly think the driver really wanted to steal someone else's suit????

I have used Happy Limo and had a great experiance also. We are going to be using them again for our October cruise. But you never know. Stranger things have happened. I just can't see how the driver got back into the car and didn't notice a suit on the passenger seat next to him


After using car services numerous times I know it is my responsibility to make sure I have all my stuff at all portions of my transportation. One of my bags was misplaced once by the ASMO Resort. Losing this bag was not my fault, I'm not saying the OP is at fault here either. It turned out the resort accidently gave my bag to another guest and it wound up back at MCO. The car service that transported the other guest contacted me and delivered it back to me the two days later. After going crazy for a whole day trying to figure out what happened to the bag, and trying to figure out what our 3 kids were going to wear for the entire vacation, I learned a valuable lesson. I double and triple check to make sure all of my stuff is with me at all times. Before I pay the driver I count all my bags and make sure we have them all. I check the car and trunk, and if we are traveling in a van I check under all the seats. After this OP's experiance I think she will be doing the same from now on

 

[Edd]

I would be interested in seeing your up date. If you don't get your suit let me know. I see Happy Limo at the airport all the time and could possibly stop by their office and find out what the problem is.

 

[CanadianGuy]

A friend of mine labels each item with a large visible letter on an oversized tag before travelling.

So.. when he checks his luggage at each transfer point .. he simply goes.. A,B,C,D,E ..yup.. got everything.. OR.. A, B, D.. ok.. where's C and E.

I thought it was a fantastic idea.

Knox

 

[Tiiiigergirl]

A friend of mine labels each item with a large visible letter on an oversized tag before travelling.

So.. when he checks his luggage at each transfer point .. he simply goes.. A,B,C,D,E ..yup.. got everything.. OR.. A, B, D.. ok.. where's C and E.

I thought it was a fantastic idea.

Knox

Fantastic is right! That is what I'm doing. Only anal me is taking it one step further. A-Z for checked luggage and 1-? for carry on.

OK. There are other fantasylands besides at Disney. I routinely live in a mental one!