APS
Unfortunate Experience
I am a travel agent that was looking for car service on Fight Weekend in Las Vegas, 5/1/2015.Our usual car service provider, Carey International, had already been booked solid so I had to search for alternate means of transportation. I found Earth Limos through nla.com (National Limousine Association) and decided to look into their company further after seeing pretty good reviews on Yelp.com. I visited their website late at night and was pleased to see they had a 24/7 chat line. I spoke with Carlos, informed him of my needs, and was sent quotes for the vehicles requested. I was looking specifically for a Mercedes Benz Sprinter or 2 SUVs for 24-hr as-directed chauffeured service if the Sprinter wasn't available. Long story short, after having no success searching for other companies that might have a Sprinter for about a week, I returned to Earth Limos. I called to ensure the two SUVs originally requested were still available for use, and sent in their credit card authorization form, as requested. A day or so later I was contacted by Carlos to verify travel itinerary details. I e-mailed back the following day informing him I would be calling their office directly to iron out the details. When I called, I was informed no more vehicles were available. This was about 3 days before fight weekend. After two never-returned phone calls to their manager Sharlene I booked with another company. I called back to confirm cancellation after never receiving a cancellation confirmation e-mail showing a $0.00 charge to my credit card, I called again the following day. After waiting on hold for 10 minutes, calling back and waiting a few more, I was finally able to speak to Sharlene who then put me on hold after being interrupted during our call. Sharlene then provided all cancellation confirmation details, as requested. No one was ever rid or shot with me, but their business organization and accountability practices leave much to be desired.
Response from Earth LimosMay 6, 2015
Dear APS, I am sorry to hear about your experience in trying to book a vehicle for the Mayweather/Pacquiao Fight. To be honest, I don't think anyone expected the town to be as busy as it was. It was a struggle for us to find any availability for our clients and we were extremely overwhelmed on the phones with the influx of people that we had in town for the event. Availability literally changed second-to-second. It is unfortunate that this was your first and only experience with us. We would love to try to show you what we are about as a company. We work with numerous travel agents across the globe. We don't like to make excuses, but it was a definite challenge to keep up with the extremely high demand of that weekend. Please feel free to reach out to me directly at [email protected]. I would like to see if we can come to a resolve for your trouble.