My wife and I contracted a limo bus with Kevin Mullane, owner of Silver Oak Trans., for our wedding. We clearly specified this vehicle needed to transport 16 members of our bridal party and have adequate A/C to keep the guests comfortable. The limo provided on our wedding day could not seat our party so guests were required to stand for a 30 minute drive to our venue, the A/C was not adequate so the guests were sweating and very uncomfortable and the vehicle was run-down and several fixtures were broken, worn or rusted. Needless to say, we were disappointed and embarrassed our guests had to deal with this given the premium price we paid and the effort put in on our behalf to ensure the transportation was adequate. Further, there was no water or ice in the limo and we were not notified of this or asked if we would like such items for a charge (a charge we would have gladly paid for the comfort of our guests).
After the wedding, we notified Kevin, who to this day has refused to return our phone calls. After about 5 emails and help from our wedding planner, he finally responded on July 17, over 3 weeks from our initial email. Kevin agreed to send us a refund of $500 to “resolve the issues,” approximately 1/3 of our contracted price, which we felt was a modest resolution. Kevin apologized for the issues and committed to send us a refund. However, it is now August 15, nearly 2 months since we initially complained and 1 month since Kevin claims to have mailed us a check and we have not received a refund nor a phone call.
I noticed online that someone else complained of the same issue (problem with service, promised a refund, never received) so this appears to be a reoccurring problem. Given this was our wedding day, we were very upset by the unprofessional behavior of Mr. Mullane at Silver Oak. Not only did he not deliver the agreed service we contracted, we paid 20% tip upfront and he has not had the courtesy to return one of several phone calls.
