Momentum Coach Hire / Appalling Service & the driver even swore at our wedding guest!
Booked a 49 seater coach for approximately 35 wedding guests to be picked up at Churchill Road, North Cheam (outside Fish & Chip Shop) at 12pm and taken to Pennyhill Park Hotel & Spa in Bagshot and then a return booked from Pennyhill Park to North Cheam at 1am on 05/04/2013.
We were advised to call at 4pm on the Friday to get the drivers name and telephone contact number which we did.
Our booking was for him to collect / meet our guests at the bottom of Churchill Road (outside the chip shop). This is a very large/main road which services the number 93 double decker bus route. But when the driver arrived he called to say he was at the top of the Hill/lost and could not come down. When one of my ushers said this was not acceptable as several of our guests could not walk to the top of the road, he did eventually come down to collect them but not without having to convince him first.
Two of our guests are very ill and need help to walk – both with mobility problems.
When the driver arrived at the wedding venue Pennyhill Park he refused to drive the coach down their driveway and made all of our guests get off at the main road, which is approximately a 10 minute walk from the hotel. He said the last time he dropped people off, it took him over 3 hours to get back out.
This is total rubbish, Pennyhill Park is the main hotel for the England Rugby team who reside there during the Nations. They have a double decker coach which is always parked in the car park.
It is a massive car park and you can easily drive a very large coach around the outside of the car park and back down the drive to get out of the driveway.
After forcing all of our guests to walk the 10 minute walk, it caused a great deal of worry and upset as this was not expected and we had reassured our guests that they would be driven down to where the car park is and dropped off at the coach drop off point which is a 30 second walk to reception.
We also had one of our guests with a small baby in a carry cot, who had to walk carrying the baby and all their belongings.
As we started to receive telephone calls from our very upset guests, it caused a great deal of unnecessary stress for us which I could have done without on my big day.
We had arranged for the coach to collect our guests at Pennyhill at 1am. And as the driver had already refused to drive down the driveway, we had to get a car out of the car park and get the concierge staff to drive the car to transport people back to the main road so that they could get back to the coach at the end of the evening.
When the guests arrived at the end of the road there was no sign of the coach and our guests waited until nearly 1.30am. All the time they were calling our mobiles to let us know the coach had not arrived.
Our niece called the driver and when it stopped ringing there was a very loud crackling noise on the telephone and she was not sure whether someone had answered. She hung up on the call, as she thought he might have been driving and didn’t want to cause him any problems with the telephone.
15 minutes later there was still no sign of the coach so she decided to give him another ring. This time he picked the telephone up and said 'Speak or [censored] OFF!'
This is disgusting and we do not expect our guests to be spoken to in this way. They had now been standing for over 30/45 mins on the main road, with two people with disabilities and families with small children waiting.
We then discovered the coach company had decided to send us a different driver (which we was not informed about or given new contact details for) and this driver had driven down the drive of Pennyhill Park and was waiting tucked away in the large car park of the hotel.
The second driver was very helpful, and very apologetic for this complete mess up and misunderstanding. He could not believe the earlier driver refused to drive down the driveway. He confirmed there was plenty of room for the coach and there was no reason why the first driver had refused to do this.
We have since complained and all they have done is tried to offer us a £25 off voucher for our next booking - this is appalling and we will obviously never book with them again!
We tried to take it further and since doing so, they now either do not respond, send an email back saying we have already dealt with this and there is nothing else to add to the matter or inform us they operate a no name policy and will not provide us the details of their CEO.
Having researched a bit more into this company since this awful experience, it appears they tend to let most of their customers down.
Whatever you do, do not book with this company - you will regret it otherwise. This is a genuine review of their service from a genuine customer so if they give you the whole talk that the bad reviews on all these websites are from their competition, it is a load of rubbish - the reviews are genuine and this company should be shut down!!
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