Kirsten M.
Worst black car service! No CS!
Booked a car on behalf of my boss for a very simple pick up and drop off with one stop--normally a breeze, would have taken no more than 30-45 minutes. I've booked this multiple times via other services but decided to try Bookinglane. Was given the incorrect information for the driver, my phone calls to the company to get updated/correct information were not answered (sent to VM over 5 times) and was not able to get ahold of anyone in a timely fashion to confirm car/driver details. My boss, a CEO, goes through me for all of his car details and I was given nothing except the (incorrect) phone number of the driver. The app was also next to useless, it doesn't track where the driver is, what car they are driving, license plate number, etc. Most car services--Uber, Blacklane, private limo companies, etc, give the booker AND the rider all potential necessary information! I've had previous issues with those other options but considering this was 4x more expensive than comparable options from Uber Black and $50 more than similar from Blacklane, I don't understand why there is not immediately available customer service nor a clearer picture of what you're booking! I'll add, there were multiple errors while trying to book this basic one-way ride on the website, including not being able to take the CVV of my AMEX as it has 4 digits instead of 3. Should have taken the hint that my business wasn't wanted!
Response from BookinglaneApr 25, 2024
Thank you for your feedback, and we sincerely apologize for the inconveniences you experienced during your recent booking with us. It's clear we fell short of delivering the high-quality service you expected and deserved. Regarding the issue with the CVV, our system typically accepts both 3 and 4-digit codes, and we are unsure what went wrong in this instance. We are currently investigating this anomaly and will ensure our booking system is more accommodating to all credit card formats to prevent such issues in the future. We also apologize for the mix-up with the driver's contact information and the lack of timely responses when you sought assistance. This is not the standard of service we aim to provide. We have addressed the error in updating the driver's details in our system and are putting measures in place to ensure that all information is accurately communicated going forward. For customer service, we agree that all information should be updated in the app automatically. We are working on integrating this feature to ensure real-time updates and accuracy, enhancing our app to provide a seamless and transparent experience for both bookers and riders. Concerning customer service, we understand how critical it is to be available when our clients need us. We are looking into why your calls were not attended to promptly and are committed to improving our responsiveness to ensure that every client receives the attention and support they need without delay. We value your business and are taking these issues seriously as part of our efforts to improve our service. Thank you for bringing these matters to our attention. If there's anything more we can do to assist you or to regain your trust, please do not hesitate to reach out.