I was not happy with the service I received from Carmel, booked through Viator. Upon arriving at LGA, the driver was nowhere to be found. I called Carmel and they said he'd be there in "5-7 minutes." I began getting calls from the driver speaking very rapidly with a strong accent. I couldn't understand a word he was saying. We finally figured out he was WAY down the street, not where I told him I was. He went through the tunnel to take me to the hotel. There was a $10.17 toll fee, in addition to the "tip" he kept asking me about as soon as I got in the car. The hotel bellhop was mad that he took me through the tunnel; said that wasn't necessary. He was trying to create a shorter trip for himself.
On the return trip, I called to move up my ride by a few hours. I'd previously said, "Side door pickup." I assumed that would still be on the reservation. I was waiting outside at the appointed time and no driver. Again, a frantic call from someone speaking very rapidly with an accent I couldn't understand. Long story short, he was in the FRONT, which is not what I asked for. So, I had to drag two large bags around the hotel over the sidewalk. When I got there, he started berating ME for "being in the wrong place!" I asked him to please calm down. When we got in the car, I asked him to PLEASE not go through the tunnel. It was 10:30 a.m. - very little traffic. He started speaking very loud, saying, "No, No, I not take you if you say that!" And kept pointing to a paper that said I was responsible for all tolls AND "A TIP!" I got very worried about being in the car with him; he was VERY high strung. Once again, I asked him to calm down and said, "Just go through the tunnel." I felt VERY AFRAID of this guy - he seemed like he was volatile.
I understand that drivers are probably hard to find, but these two guys, especially the last one, were terrible. Very hard to understand (and they didn't seem to know where anything was located) and very excitable. Last, I DID NOT APPRECIATE being taken through the tunnel twice just to save time and money for Carmel when I had prepaid and they were WELL COMPENSATED. Why does the customer NOT have a say in the route??
I will never use Carmel again!
Odpowiedź od gospodarza
Sep 2021
Dear Customer,
We are sorry and we apologize for any inconvenience. Please provide us your trip details , via our website at: www.carmellimo.com & choose the Customer Care tab. We will look into your claim, and we'll reply and take action, as required.
Sincerely, Carmel team.