I chartered a trolley for a wedding to transport guests. Payment and gratuity is required up front...THEN they do whatever they want. He did not take the route we asked, grumbled out loud within earshot of our guests and refused to move the trolley for pictures and was rude. The CEO did return my call, but defended the driver and company "policies" as if I were lying about our experience and offered to help me personally next time. There won't be a next time. And they tout being flexible and handling change "cheerfully"...Yeah right!!
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