ABSOLUTELY HORRIBLE CUSTOMER SERVICE!
If I could give Urban Express 0 stars I would. My fiance and I were looking for a shuttle service for our wedding. Initially, they were quick to respond and gave us a quote of $490 for the shuttle we were looking for. At that point, my fiance forwarded me the email with the quote and I replied asking if there were any discounts available to that price. I did not get any answer at all. My fiance emailed and called the gentleman 4-5 times and never once got a response back over a 2 week period. She eventually called the office and spoke with a woman who said she would have the guy finally call back... he never did. She called again, spoke with another woman who was apparently very nice and helpful and finally got the guy to reach back out. When he finally responded after weeks of no communication at all, he told us the price was going up to $900! Basically doubled the price 3 weeks before our wedding!!! Needless to say, we were pretty upset, and responded back saying that it was extremely unprofessional the way they were handling this and that they should honor the initial quote of $490. They then proceeded to say that our venue was a 2.5 hour drive back and forth from the hotel and it would be over 300 miles throughout the day. Our venue is 13 miles from the hotel and a 20 minute drive. I did a little math to show them that even with more trips than they needed to make, we were going to be under 200 miles for the entire day and that the back and forth trip would only take 40 minutes total.
The owner of the company finally called my fiance and at first apologized for the miscommunication and said he would honor the $490 but would have to add 4 hours to the total price because we live outside of Columbus.. we live in New Albany, which falls under Columbus/Franklin county. He said that with the discount he could give us the shuttle for $892... WOW!! AN $8 DISCOUNT!!! AMAZING!!!!! She then told him that was a little ridiculous and that she was going to write a review on The Knot and The Wedding Wire so that other brides did not run into the same situation as she did and he proceeded to yell at her and tell her that she couldn't do that because it was slander and she was trying to trap him just to write a bad review... this is just silly. Luckily, we found another company that is run by people who know how to handle business and not try to screw us over. I hope that no one ever has to deal with this company and chooses to use another service in the area as they are extremely unprofessional and just trying to screw you over at the last second and make you pay more than what you first agree to.