I had been using this service since 1986. They used to be very professional and courteous, but alas, within the last few years service has seriously gone to the dogs. The drivers are pretty nice, but the front line people who take reservations and dispatch seem to be burned out or hate their jobs, because they are absolutely horrendous with the customers.\r
I travel to Philadelphia a few times a year, and this time I made a reservation to be picked up at the airport. When I called the dispatch, I was told it would be 20-30 minutes. When it turned into an hour, and I was obviously annoyed, I called and would be put on hold by the dispatcher and made to wait several times for more than 5 minutes, would have to call over and over just to be ""ignored"". The guy, who I found out is named Harold, told me if I wanted faster service I should have hired a private car and that I shouldn't complain, since people without reservations typically wait 2-3 hours. What??? I wouldn't brag about that!!!\r
To make things worse, when I called Nick, the owner the next day to give him feedback, rather than apologizing and thanking me for the info, he gets all hostile, saying everyone loves Harold, (so what's my problem, right?) and that he has a stressful job. And when I ask him if he has considered changing his process so the dispatcher is not the one answering the customer, he gets all ""This is my successful business, who are you to tell me how to run things"" and I wound up hanging up because he was absolutely ridiculous.\r
What ever happened to common courtesy and a sense of service excellence? I guess he has customers aplenty, doesn't need the ones who have been patrons for over two decades and who care enough to try to give him insight like me. Never again.