Santos Vip Limousine
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Address
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1105 U S Highway 1 South
Avenel, NJ
07001
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Phone
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(732) 596-1100
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limolimolimolimolimo
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User rating: 
"Wonderful Service! HIGHLY RECOMMEND!"
Ali NJ
January 27, 2009
Excellent service from Santos. They provided the limos on time and in great shape, plus the prices were great, so we were able to get an old Rolls Royce for the two of us from church to reception. It gave us a chance to get away from everyone for a little bit just to relax together as husband and wife. Our drivers were courteous and professional and the bottle of champagne was just what we needed to get the party started.
This is the subjective opinion of an independent reviewer and not of Decidio, Inc.
Write a review of Santos VIP Limousine
User rating: 
"The WORST service we have ever experienced"
Leni and Dina New Jersey
January 19, 2009
We recently hired Santos VIP Limousine for our wedding and it was a disaster. It was our only major catastrophe that happened on our wedding day. To start off, the limo was supposed to arrive at the groom’s home at 2pm, instead it arrived at 2:30pm. When speaking with the dispatch at Santos, they told us that the driver was stuck in traffic on the turnpike and left at 12 noon to get to the groom’s home. We did not understand why the dispatch could not advise the driver to take an alternate route to get to our home. He could have easily taken several alternate routes to avoid the traffic on the turnpike and arrive on time. When we spoke to the chauffeur after he arrived, we advised him that he should take Route 1 to get to the church as this is the quickest route and had no traffic. But the limo was headed in the wrong direction toward the turnpike and we had to advise the chauffeur to turn around and give him directions to get onto Route 1. After the groom’s side was dropped off at the church, the limo went to the bride’s home to pick up the rest of the bridal party. For some reason, the limo drove by the bride’s home and then left and came back about 10 minutes later. The chauffeur, again, went the wrong direction and the bride had to give him directions to get back to the church. The most detrimental part of our experience was after our ceremony when we were in the church taking our portraits with our families. The chauffeur came into the church while we were in the middle of our pictures around 5:30pm to let us know that he was going to need to charge us for an extra half hour because our rental period was for 3.5 hours and he informed us he would not make it to the reception by 6pm to drop off our bridal party. We told him that he should make it in time and there should not be a problem but if we did go over we would take care of the additional costs. However, he kept arguing with us for about 5 minutes (in front of our relatives as they were standing with us for pictures) that he would not make it by 6pm. We finally got so fed up with his inappropriateness and attitude that we just told him to leave. Our wedding party would have been ready to board the limo by 5:45pm at the latest and it only takes 10 minutes (if you know where you are going) to get to Somerset from New Brunswick. Instead we told our bridal party to dismiss the limo and we ended up having to get people to come back with vehicles from Somerset to pick up our bridal party as they were stranded at the church without any transportation. After this unsettling experience, we do not recommend anyone to hire Santos VIP Limousine for their services, as their chauffeur did not have any sense of direction, promptness, courtesy or professionalism. We even gave this same feedback to Santos to give them an opportunity to respond and at the very least apologize for the poor service. However, they could not be bothered to respond, which shows their lack of concern for customer satisfaction. Our wedding day could have been perfect, if it was not for the unnecessary stress and chaos that was caused to us by this lousy limousine service provider.
Vendor response: We were extremely surprised and upset by the review that you left regarding our service. Weddings are an integral part of our company and as you can read the many positive reviews about our company our goal is to always give all of our clients the very best experience. Although we consistently strive for perfection we understand that in the end we are not perfect at times can make mistakes. In order to improve our company we rely on our client’s feedback and welcome all comments, good or bad, and always respond to them immediately. However, in this particular case we never received a phone call or email from you therefore we were unaware of your complaint.
After reading your review we interviewed your driver and would like to answer some of your claims. First off all of our limousines are equipped with Navigation units, which assist our professional chauffeurs in taking the best possible routes to their various destinations. The other benefit to this technology is that in case there is traffic, they can reroute themselves, which saves time and minimizes any delay, as was the case with your service.
Your pick-up was in Langhorne, PA, and you had called on the day of your service and requested an earlier pick up time of 2 pm, which we gladly accommodated. As a result of this change your driver left extra early, two hours before your pick up time, to ensure that he would arrive on time. While in route he encountered massive holiday traffic, as is company policy he called dispatch to inform us and took a different route as not to sit in traffic. Dispatch called John and kept him abreast of the situation. The driver did in fact end up arriving 25 minutes late which both the owner, who was dispatching that day and the driver sincerely apologized for the inconvenience. When the owner spoke to John he informed him that since the driver was delayed due to traffic he would extend his drop off to 6 pm to compensate for the delay. John said he was okay with that.
Once the driver left John’s home, he knew exactly where he was going and he was heading in the right direction. Someone in the back of the limo wanted to go a different route and started to direct the driver. Thinking that John wanted to take a particular route, the driver complied and followed their directions to the church.
With regards to missing the bride’s house, the driver claims that he simply could not see the numbers on the house. Once he realized that he had passed the house he went down to the next block made a u-turn and pulled up in front of the house. He did not get lost nor did he need any directions to the church, since he had previously come from there after dropping off the groom and his party.
Finally, regarding the statements you made about overtime. Our drivers are instructed to inform our clients if they feel they will be going into overtime. We believe that keeping our clients informed will lead to less confusion should overtime charges be incurred. Your driver stated that he simply went inside to inform you of this. Once inside the church he waited patiently until you were done. After telling you had the limousine until 6:00 pm you told him that he would have plenty of time to get to the reception. Even though you only had 20 minutes left on your rental, your driver was not looking for you to pay overtime right then and there nor was he about to argue with you over how long it would or would not take to get to your reception. He simply wanted to state to you that you had the car until 6 pm and that if you need extra time that would be okay but that you would incur an overtime charge, that’s all. He stated that he could see that you were having an issue with this and decided not to pursue it and return to the limousine.
He goes on to further state that after he went back outside to wait by the limousine someone in your party came to him and said that you had instructed them to tell him that he was dismissed. He told that person to make certain that was what you wanted since we were still at the church and how would everyone get to the reception. That person went back inside, came a few minutes later and said that you had arranged alternate transportation to the reception hall and that he could leave. The driver called dispatch to let him know of the situation and was told to respect the client’s request and leave. It was 6:00 pm when the driver left the church.
We strongly believe we were extremely professional with you throughout your entire service and accommodated every request that was made. Although we did arrive a few minutes late we managed to get the entire bridal party to the church on time and extended your drop off time to compensate you for the delay. Our driver did not get lost or need to be directed by anyone to get any destination, the limousine had GPS navigation. Your claims that your driver was rude and disrespectful to you are untrue. He has been a team member for over 4 years, has an unblemished service record and has received numerous accolades from many clients.
In the end we hope that you will understand that traffic issues can arise we would have been more than happy to wait until you were done at the church to take you and your bridal party to the reception. We again sincerely apologize for the delay and are certain that our driver did the very best he could.
Good luck and best wishes.
Santos VIP Management
This is the subjective opinion of an independent reviewer and not of Decidio, Inc.
Write a review of Santos VIP Limousine
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