I booked with Empire CLS through the American Express Surpass website and was quoted a price of $94. My e-mail reservation confirmation incuded that number as an ""estimated total"" price. (As an aside, I had received two other quotes for the same trip in the $150-$200 range, so with my Amex discount, this seemed like a reasonable price).
Approximately a week prior to our departure, I went to the Empire CLS website to cancel. Apparently, unbeknown to me, my cancellation was not completed in their system and a car and driver appeared at my house a week later. Having never used their service before, I was unaware that I needed a cancellation number. When an Empire representative called me about the mixup, I explained the situation and was told not to worry and that it wasn't my fault.
Apparently it was my fault, as my credit card was charged twice for $383.00 each. After multiple phone calls and e-mails with Empire representatives, I was informed that, had I taken the car to the airport, my charge would have been $383.00 and that the $94 quote on the confirmation was an ""estimate."" Now, I'm not a mathematician, but I don't think that an estimate should result in a charge nearly 4 times the estimated price.
I feel that this was bait and switch on their part and that the fact that the cancellation on the website was not completed was likely the fault of their website. I have offered to pay the $94 I was quoted, but that offer has been rejected and they are insisting on payment of $275. I'm a little shocked that American Express would recommend a service with such questionable business practices as this.
I e-mailed their CEO and received was was apparently an auto response, as it promised that he would investigate the issue and get back to me by close of business the next day. Over a week later, I have yet to hear from him. It doesn't surprise me. This company clearly doesn't care about customer service at all.
If I could give no stars, I would.