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Review 11/22/2007
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Our introduction to Classy Cars was when we contracted for a sedan and driver to meet and greet our very elderly parents at LAX at 4:45PM in the terminal baggage area and drive them 45 miles to our home for the Holiday. Reservation and flight number were confirmed at 12:58PM by a call from phone number X, which was not listed on any of the information provided to us. We did not receive the 3:00PM courtesy call from the driver as promised in our agreement.
We were finally called by our parents at 5:40PM, an hour after scheduled pickup, and told that the driver was a no-show. Our parents have no cell phone and had gotten help from a sympathetic passerby. After calling us to inform us of the no-show driver, this Good Samaritan repeatedly searched and paged for the Classy Cars driver without result. At 6:05PM, we still had no contact from Classy Cars; no phone call, no email, nothing. But the real panic was that we could not reach anybody associated with Classy Cars because the primary contact number voicemail box was full, the contract backup number did not seem to ring or pick up at all, and the phone number X from our Caller ID records picked up with a fax signal. We tried repeatedly for quite awhile before we gave up; not knowing if Classy Cars was a simple scam, whether we were in the Twilight Zone, or what our very elderly parents were to do with no cell phone and no ride. Thankfully, we were finally able to reach our Good Samaritan by cell phone and ask her to help them to retain a public van service for transport to our home 45 miles away. During this panic, we also contacted PayPal online to demand all of our money back for non performance, hoping but unable to verify that this was a legit company. This experience was very upsetting to us all because the entire purpose for the expensive sedan contract was to reduce holiday stress; instead the contract increased our stress immensely.
The following afternoon, on a whim, we again called the primary number, which was immediately answered by a real person. When we explained our experiences, this person seemed to be completely unaware of the problem and moreover did not seem interested in making any amends other than offering a full refund and telling us of his embarrassment. When we said that we had already filed with PayPal for a refund, he indignantly said that he wished we had called him first before filing with PayPal, apparently unable to understand our explanation of trying to do so without success for nearly 30 minutes the night before. His explanation for the no-show driver was that he presumed (but could not confirm) that our sedan must have been the one that was stuck in traffic for four hours and never made it to pick-up. He also explained that his assistant must have left for the Holiday so quickly that she forgot to switch the phone over from fax to voicemail. Finally, he said that we should have gotten a call from the driver and from the office and he had no idea why we did not.
But we post this review two days later mainly because of our concern for others. There still has been no contact by Classy Cars and no attempt to make us whole. We believe this goes to the primary character of a business. Most will agree that a full refund for unprovided luxury services does not amend a travel day from Hell. Also, we have no evidence that Classy Cars would ever have contacted us with any explanation whatsoever had we not called them. We still await a satisfactory explanation of the facts.
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