Burton Transit Nashville Limousine and Shuttle Service — Local services in Nashville-Davidson

I was charged $200 for a trip that did not happen, and was not engaged with when I asked for an entirely reasonable partial refund. Don't hire these crooks. Below is the email I sent to them, and that I never received a reply to:

Hello,

My name is Philip, I had a reservation for today at 12.30pm for my grandmother-in-law to go from Franklin to BNA. The flight was delayed by 2 hours, and the passenger did not want to go to the airport to have to wait for 3 hours. Understandably, since she is 93 years old.

The solution proposed by Burton management, given the time delay and other reservations, was to book another driver. This is totally reasonable. I was stunned to silence, however, to be asked to pay full ride for the second trip, given that the first trip did not actually happen. This full-ride would include fuel costs, time, booking fee, and the 20% gratuity that I had allocated to the first driver.

I could not bring myself to pay almost $400 for a ride to the airport, so I did not take up the offer.

Thinking back on it now, I think that you should offer me a partial refund on the first trip. I am happy to pay for time and opportunity cost for the first driver, but I think that it is a remarkably customer-unfriendly position that in the event of a cancellation due to airline problems, you must pay for two full cost rides with all extras.

I would like to be refunded for: Gratuity: $32.64 Half the fuel: $12 Service charge: $4.20 Same Day charge: $15

All in: $63.84

I think this would adequately cover the driver's time and fuel, and allow me to feel like I haven't been robbed.

Please let me know your...

[One Star] Communication was horrible. Driver was late picking us up from airport. Vehicle wasn’t very clean. Charged $50 for flowers that we never received. Charged another $50 to stop at a liquor store. He brought us to some dirty, sketchy liquor store with trash all over the entrance. Driver was quiet and wasn’t very forthcoming with information about Nashville. Just a really bad experience.

We have had pickup service in other cities before. Usually the driver waits for you in the airport and helps with your luggage. Drivers always are friendly and provide useful information and tips about our stay. Vehicles are always immaculate.

[UPDATE +Three Stars] I was contemplating canceling the pickup service to return to airport, but decided that it might cause more issues than it was worth. The driver who picked me up was 1000x better and professional than the first driver. The vehicle was clean. The trip back to the airport was substantially shorter than the trip from the airport. The driver addressed the issues that I had experienced and the the company did their best to make things right. I do appreciate the effort.

I understand that a company is only as good as its employees, but a lot should go into investing into proper training and onboarding so that each employee can succfully represent...

Personally, we probably would prefer using a different company. We found communication to be poor. Both ends of our trip had drivers late, which left us 1) wondering if we'd make our flight on time, and 2) wondering if we're waiting at the right spot at the airport. In fact, when our driver on our outbound trip called to tell us he'd be 25 minutes late, he said we could either wait, or catch an Uber and get a refund. Not sure that's the customer service Burton would like to know about from their drivers. Our return driver was very nice and conversational during the drive. He got a great tip - and he apologized for being late. However, we didn't get any communication he'd be late either. The link they send to "find your driver" didn't seem to be accurate and updated very slowly. Kind of useless, really. Get...