There were seven of us celebrating a birthday, the trolley was initially fun. We toured a couple of vineyards and were heading back in time to make our dinner reservations. On the way to Sonoma but no fault of the driver, the brakes went out on the Trolley. We could tell something was up because she told us to hold on and seemed a bit frantic. We were able to eventually come to a stop in Sonoma on the side of the road but no where near the scheduled arrival destination. Our driver was shaken up and proceeded to call their home office to find a replacement trolley or someone to fix it. After about an hour no one came so we all called Ubers to take us home because at this point we missed our dinner reservation. Sonoma Valley Wine Trolley never called to apologize or compensate us in any way. When someone in our group reached out to them we were told the office didn't know anything about it. When we passed on the experience to Mark, who is the only person we've been directed to speak with he was very rude, condescending and down right mean. Mark begrudgingly agreed to refund us $375. for the unsafe experience. The $375. was agreed upon because we had 3 people who could not join us on the Trolley compensate. This happened in September2022 and still no refund. When we have called to inquire about the refund he is evasive and blames his accountant. This has gone on too long!
I have been in the travel industry for 38 years and I have never written a bad review on this platform. I feel people need to be made aware of both the safety and lack of customer service provided by this company.