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Momentum Coach Hire Complaint - Momentum Coach Hire Cut Short my Wedding
Momentum Coach Hire Complaint

Momentum Coach Hire Complaint

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Momentum Coach Hire Cut Short my Wedding


My brand-new wife and I were given no option but to ask all our Wedding guests to pack up and leave the reception early or risk having to make their own way 20 miles to their hotel with no notice.

On what was so far my dream day I was surprised to find the coach booked to take my 60 guests and wedding party home from the reception arrived over an hour early. Even more surprising was when the driver informed us the coach would be leaving at 21:45 rather than the requested 22:30, whether everybody was on board or not, due to the Momentum Coach Hire putting the wrong departure time on the booking confirmation.

When booking a coach back from my wedding the main worries were the coach getting lost or turning up late, not that it will ask everybody to leave early. I was completely gob-smacked, and the operative on the Momentum Coach Hire emergency number was no help stating there was nothing they could do.
Momentum Coach Hire which was chosen as the quote was competitive, their website published excellent client testimonies and seemed to show a customer facing attitude. This proved to not be so.

The coach was to be available at the pick up from 22:00 with a planned leaving time of 22:30. However the initial booking confirmation supplied by Momentum Coach Hire had both the wrong time and location. These were requested to be corrected on two occasions and received email confirmation from Momentum Coach Hire that 'I have now added the additional notes into the job notes for the driver to see' but received no correct booking confirmation.

Following on from this multiple emails and phone messages have resulted in Momentum Coach Hire issuing nothing more than template apology emails with little explanation, saying they could do nothing. The senior Momentum Coach Hire representative eventually explained "The agreed booking confirmation was followed to the letter. The reason the trip did not go to plan was because an e-mail [to Momentum correcting the booking confirmation] was overlooked and wasn't replied to which resulted in your trip details not being changed". At no point was the booking confirmation information correct therefore it was never agreed and multiple attempts to get it corrected failed at your end.

Momentum Coach Hire have made it clear that there will be no refund but do look forward to our future business.


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