Terrible Experience with Mermaid Limo
DO NOT use this company's, Mermaid Limo, service for your wedding or special event because they are unprofessional, unreliable and absolutely deplorable. We booked their shuttle bus (big school bus painted black) to take our wedding guests from the hotel to the venue and then back to the hotel after the wedding. We wanted to ensure our guests were able to relax and enjoy themselves at the reception and not have to worry about driving the 20minutes to the nearest hotel. Well, contract signed and paid in full... Lori (who is both rude and unbelievably unprofessional) called at 7pm the night before the wedding to tell the bride "ya, we couldn't find a driver". No apology...no solution for alternatives...nothing. Not even "we're sorry". Fortunately our amazing wedding planner (Geraldine from Shake It Up Event Management) jumped in to save the day, literally. She found another shuttle services with much nicer buses and at $150 cheaper than the stupid Mermaid...
DO NOT use this company's, Mermaid Limo, service for your wedding or special event because they are unprofessional, unreliable and absolutely deplorable. We booked their shuttle bus (big school bus painted black) to take our wedding guests from the hotel to the venue and then back to the hotel after the wedding. We wanted to ensure our guests were able to relax and enjoy themselves at the reception and not have to worry about driving the 20minutes to the nearest hotel. Well, contract signed and paid in full... Lori (who is both rude and unbelievably unprofessional) called at 7pm the night before the wedding to tell the bride "ya, we couldn't find a driver". No apology...no solution for alternatives...nothing. Not even "we're sorry". Fortunately our amazing wedding planner (Geraldine from Shake It Up Event Management) jumped in to save the day, literally. She found another shuttle services with much nicer buses and at $150 cheaper than the stupid Mermaid people. I wish I had gone on-line to read the terrible reviews for Mermaid. I hope to goodness this warning allows you to dodge a bullet and go with a limo service you can trust and count on. Again, NOT Mermaid Limo's!!!!
Comments
Hello KBLEEN (A.K.A Lauren Alexio)
At Mermaid luxury, we take all complaints very serious and the reason why we have been very successful over our 20+ years in business. The above complaint is not valid and completely uncalled for. If you want to speak to me directly, my phone number is 905-318-5481 EX: 900 (Ask for sam).
I will begin by explaining that you called my company on October 8th 2014 @ 13:51 to complete the booking for the shuttle bus(3 days before the wedding!!) The agent on the phone Lori explained to you that because the wedding service in on October 11th 2014 (3 days from now!!!), the full amount will have to be prepaid and all details provided and contract signed and dated to confirm the booking. This is when you stated that you do not have the credit card number handy and that you will call back to provide payment information. Nothing completed on your part. The next day, Lori once again called you and asked for payment advising that without payment the dispatcher (myself) will not organize a driver or vehicle for you. Again you said "I am driving, and will call back to confirm". Guess what, no called came into the office and I advised Lori to cancel the booking as we do not have time to chase after you the DAY BEFORE THE WEDDING!. The cancellation e-mail was sent to you on October 10th 2014 @ 10:02Am and within 30 minutes you somehow called in to provide the payment information. Unfortunately, by this point I had already reserved the bus for another client and was not interested in completing the service for you. This may sound harsh to you, but we have a business to operate and do not have the time to harass clients for payment, especially ungrateful clients. Please take ownership for your own actions and stop blaming Lori for doing her job.
You may see Lori as being Rude and completely unprofessional but I see Lori as something working extra hard to receive payment and organize transportation for a bride the day before her wedding. She called you no less then 5 times to receive payment and confirm the reservation but clearly you saw this as absolutely deplorable.
Regarding the negative reviews posted online, 90% of them are from people we have not serviced, people like you sharing only half the story and acting like a victim when you are in full control of your actions and behaviors.
We make mistakes and the 10% of the valid complains posted online I have personally rectified and can offer you customer feedback or my A+ rating with the better business burial for proof.
Unfortunately, we deal with the public and anyone with access to a computer can share half the story and play the victim role.
P.S The contract with not signed and paid for in full. The credit card was never processed and the contract was never sent to you for signature. Once again, no payment was received and the reservation was never confirmed.
With Warm regards,
Mermaid Luxury