A Cut Above Limousine

We hired A Cut Above Limo to take friends and family up to wine taste in Napa. The bus picked us up in Palo Alto, and had to stop 30 minutes after we got on the road because of a burning smell that was filling the cabin. After getting back on the road, we had to stop again after just 10 minutes because the cabin was filling with smoke. Apparently, a belt was not aligned properly and was melting under the hood. It took over an hour for a replacement bus to come. The owner, Matt Kelly, instead of apologizing and compensating us for the poor service, tried to praise himself. Below are the reasons why I give A Cut Above, and the owner, a 1 star review.

1. Matt praises himself for the 1 hour time it took to get a replacement bus up -- rather than own up to the fact that the original bus broke down on us, apologize for it, and compensate us for the less than par service. You can't plan for these mechanical break downs to happen - but when they do, shouldn't you compensate the customer for the disruption since they are paying for a service?
2. Matt believes he compensated our party by giving us 2 free hours. The two hours are because we had to wait for a new bus to come get us since the bus we were on BROKE DOWN. The break down made us late to wineries where had scheduled times to be there, and we had to skip our Napa lunch plans to make up for the time we spent waiting for a replacement. The bus breaking down also pushed our timeline back, which meant our drive back home was in rush hour traffic. Waiting and being stuck in traffic is how we spent our two "free hours" that Matt gave us.
3. Matt SPECIFICALLY told my husband over the phone that he would send us a check for $400. That was his word. Five months later, we never got the check. He stands by the fact that the "free time" he gave us was worth the $400. The "free time", to remind everyone, was spent waiting for a replacement bus to come get us, rearranging our day because we had missed appointments, and sitting in traffic.

We spent this day with 65 people, started and ended in the same locations. Forty-five of them rode with another bus company, and made it to every location on time for much cheaper per person than Matt's bus. Half the price, to be specific. The other twenty of us were in A Cut Above's bus - late everywhere, and constantly giving directions to the driver (shouldn't they have mapped out the route ahead of time?). I guarantee that all 65 people on this trip will NEVER use A Cut Above Limo, and will make sure our friends and family never do either.