Complaint Review: Execucar - Nationwide

NEVER RELY ON EXECUCAR TO GET YOU ANYWHERE ON TIME.

Execucar and their New York City affiliates are by far the most unreliable Car/Limo service possible. We made a reservation for a pick-up from our home to Newark Airport and an airport return for our arrival, several days in advance of our departure.  On the day of departure for the airport, the car had not arrived by the time ordered which was 2:30 PM, 3 hours prior to takeoff.  At 2:35 the car had not arrived and so we called to make sure the company had the correct address etc.  Ten minutes later we received a call from the driver telling us he “was caught in traffic due to an accident on the road and that it would be a half hour more before he reached us.”  HE DID NOT CALL US IN ADVANCE TO TELL US HE WAS RUNNING LATE.   We were concerned about traffic and increased airport security checks, which is why we had made the reservation with extra time to spare.  We could not wait for another half hour and cancelled the Execucar hiring a local taxi to reach the airport on time. 

When we were in the airport for our return flight 5 days later, we called to reconfirm our pickup.  We were shocked to learn that the company had canceled our return reservation when we cancelled the departure pickup because their driver was going to be 40 minutes late.  At the time of our departure, we were not informed that our arrival pickup was being cancelled.  On the phone from the airport four hours before our arrival back at Newark, we made and confirmed a new airport pickup and greeting.

When we arrived at Newark baggage claim, there was no driver waiting there for us.  We waited for our luggage and 35 minutes after we arrived we called Execucar and asked where our car was.  We received a call back informing us that “the driver was delayed because of traffic due to an accident”!?!?!?  The same exact excuse given for the delayed pickup for our departure!  We cancelled the pickup and told them we were taking an airport taxi since it was late in the evening and all the other car service drivers who were there to pick up their customers had now departed. While driving home, we received a call from the Execucar driver asking where we were.  He had finally arrived at the airport nearly an hour late!  We, traveling the direct route from the airport, saw no traffic delays or accidents in either direction on the highway the Execucar driver would have had to take nor were there any reported for the whole area on WAZE.  We can only surmise that this company’s drivers often do not to leave enough time to pick up waiting passengers -- Perhaps because the company gives them too many jobs with not enough time in-between.

Although the company returned my payment for the departure pickup, they did not return my payment for the arrival reservation.  I called and reminded the agent of the two very late pickup problems and was promised not only that the charge for the arrival pickup would be cancelled but that someone from customer service would call us about the two seriously delayed pickups but also why there were identical excuses for both bungled rides. Needless-to-say, we never received a call and the charge for the arrival pickup was not returned.  Fortunately, American Express takes care of such unprofessional behavior.

DO NOT COUNT ON EXECUCAR TO GET YOU ANYWHERE ON TIME OR AT ALL!!!!