Zbest limousine Zbest = Zworst Glen Burnie, Maryland
Before I begin I want to communicate that my boyfriend and I are three or four time returning customer's of Zbest Limo's over the years.
Saturday, September the 24th was my best friend that I have known since diapers, bachelorette party. We rented a limo from Zbest for $650 dollars for the night. The limo arrived to my house in Bowie MD and took us to the national harbor for dinner in Oxon Hill Md.
I received a call during dinner from our driver to inform me that our Limo had broken down. We finished eating and walked outside to talk to Randy, the driver. Randy proceeded to explain that the mechanic was on its way, but it would be two hours before his/her arrival. It took 3 girls and a phone argument with Tameka (the dispatcher for Zbest) to finally convince her send another driver, but at that point it had been 30 minutes and we had reservations at another place in DC.
All I wanted at this point was my money back so that I could pay another to driver to take us into DC. Tameka proceeded to explain over and over that she did not have the authorization to return our money to us. After threatening to go to the Better Business Bureau she finally called her boss who agreed to return our money to us.
In frustration I told Tameka that I coundn't wait two hours and I would find my own transportation as long as I was refunded.Ten or twenty minutes went by and the hotel which was next door to the restaurant offered us a ride to our destination one way at no charge because they felt bad from witnessing the fiasco from afar.
I then called back Tameka at Zbest and told her that we would still need a ride home and that I would be willing to pay for them to pick us up from our final destination because we still needed a ride 40 minutes home. She proceeded to explain to me that her boss told her no and to wish us the best of luck. She proceeded to tell me that her boss told her to refund us our money "and wish us best of luck." Therefore, we were left stranded to find our own way home.
Now here is the best part. I called Zbest on the following wednesday to see why my $200 dollar deposit was not refunded to my credit card. I then was informed that they "were keeping my $200 deposit b/c I refused another limo to come pick us up." This is where I became confused and furious. Because I didn't want to wait two hours for another limo that gives Zbest the right to go back on their word and not refund all of my money?
Let me reiterate that I am a three or four time repeate customer! How do you treat any customer like this and stay in business?
1 Updates & Rebuttals
ZBest Management
USAZBest Limouisne Services Inc.
#2UPDATE Employee
Thu, November 03, 2011
The First Clarification we wish to address is the fact we are not a Rip Off or Scam organization, we are a fully licensed and insured transportation vendor with an established reputation since 1993. Licensed DOT and with Public Service Commission of Maryland.
As a reputable vendor our services are predicated on the terms and conditions contract that is set up in advance with our customers in which a deposit for said services are required an a signature is necessary acknowledging customer understanding of the policies and procedures we have. As a client who has used our service to the extend of three to four times these terms and conditions pages would be a familiarity to the customer but said terms and conditions are always
signed and reviewed every-time and order is placed.
In the transportation industry if there is an unforeseen breakdown or mechanical failure there is a specific section in the contract that outlines the companies obligations and what we are or are not liable for. We make every effort to render a
solution, which 1st and foremost leans toward supplying a substitute vehicle. This is the case in this situation as customer was offered a supplemented vehicle to provide the continuance of their order. It was 100% clients decision to REFUSE the alternate vehicle suggest to be a replacement due to the aspect that it would take approximately an hour to get to there pickup point as the event started off in Bowie and Client traveled to DC from Baltimore where the alternate vehicle was stationed it would have taken a minimum of an hour for a new driver to travel to this site as reasonability understanding can dictate.
Refusal of the replacement due to the time restraints for it to arrive was the customers choice. If you were in your personal vehicle and it broke down ask yourself how long it would take to get a ride. After client made threats of posting poor reviews and complaints with specific organizations the agent could only do the next thing to help which was call the manager. In the heat of the moment the attitude of the client, understandably was disgruntle so to appease the client and her demands for an immediate refund the general manager agreed to give them back $450 and cancel the replacement vehicle and it would conclude companies obligations for any further actions to be taken. This is what the customer wanted as stated they wanted a refund and they would find there own transportation.
Once client made their own arrangements to get to their next destination they reached out to ZBest again to try and arrange for a return back to Bowie. Enlighten of the ordeal preceding this call it is understandable that the Manager would be hesitant to assist with setting up another agreement with the client. If a painter came to your house and painted one side the wrong color and you argued with him and sent him away do you think he would come back if you asked him to and paint the other side? If the customer is claiming they were stranded it was at there own free will in the decisions that they made and the demands they pressed on the dispatcher that evening.
It is not the companys policy to give back any refunds of any amount anytime during a service. It is clearly outline in the contract we reserve the right not to do this and that any all issue resulting in refunds normally takes place after services are rendered or ended and a specific report is filled for management to review the situation. At no time during the conversation was it ever agreed to give the customer back 100% of there order as services began and were in use and in motion for at least 2 full hours before the mechanical issue arose. The cash transaction of $450 was the only authorized refund given and that was done directly at the time of service as driver gave them the $450 in cash back at that time.
This is a business and we operate to perform a specific service, but it is understandable that we can not foresee certain circumstances and we will do what we can in the moment to assist in correcting the situation and give the best options and alternatives at that time.
Zbest Limousines is a quality vendor and customer service is a key part to our reputation. We have a 4.5 review rating on weddingwire.com, an A rating with BBB and as a Worldwide provider of executive and fortune 500 companies we strive to be a leader in the transportation industry. Our sites www.zbestlimo.com and www.zbestexecutive.com express our
professionalism on every level. If you wish to review our operation please visit these sites here or you can reach our
top sales manager Gwen Meyer for quotes, availability and overall questions about our operation 410-768-1148 Ext 205 The local Showroom is also open Mon-Sat from 8 to 8 if you wish to visit us in person and see our operation in
motion.
Please understand that this review of our operation is a unique and unforeseen situation and all clients have different experiences with us which we are proud to reflect are mainly positive, pleasant and very memorable for those who choose to use our services.