Momentum Coaches Maidenhead

Its sooo long ago, thought it would be worth re-posting some stuff.

Been so long I've almost forgotten myself.

A warning to anybody thinking of hiring a coach from this company - don't even bother trying.

Do you get fed up with companies delivering shoddy service? Even worse, do you get fed up with companies not delivering at all? Well we do.

So we decided enough is enough. We have been walked over just one time too many - and we thought we'd do something about it. Our experience in trying to do business with Momentum Coach Hire is a salutary lesson on what happens if you deal with a company who has no regard for its customers and to rub salt in the wound then hides behind onerous terms and conditions.

Its quite a simple story. But the result of us dealing with this band of bandits has left us some £400 out of pocket- and we are working for nothing on one of our buiest days of the year.

We were asked to organise a coach trip to the Derby for a group of people from North Kent. We secure quotes from a number of coach companies and Momentum came up with the best deal at a cost of £585. As a result we priced our trip up, advised our clients of the cost and after securing their approval paid first of all a deposit to Momentum - and then settled in full some time before the departure date.

Three days before the departure we received a phone call from Momentum saying their coach was off the road and they couldn't fulfill the contract. Three days before the date of the trip - and on one of the busiest days of the year.

When we pointed out that we had paid for a coach and as far as we were concerned we expected a coach they told us they could provide one - but that it would cost £350 more. I don't need to go into the rest of the conversations - no matter our insistence, they weren't going to provide a coach unless we paid another £350 - and if we didn't it was, well, just tough.

Their terms and conditions of hire explain that the maximum they will be held for in the event of non delivery or under delivery of the contact is the cost of the hire - in other words they can simply just say 'here's your money back' - and tough for the rest of the costs.

We have subsequently found another coach - at an additional cost of £350. We therefore will spend the day working - we'll pay our staff - and we'll end up out of pocket for the privilege.

We are so incensed about our treatment by this company - and there's apparently nothing we can do about it.

Nothing that is but warn other people not to use them.

After 20-odd years in business and being on the receiving end of shoddy service just one time too often - we've created this Blog. It has no other purpose but to warn people to steer clear of crappy companies who have no interest in customer service. Oh - and yes, it is intended to irritate Momentum and, in particular, their CEO Andrew Riley. (I cant find his email yet but I will do)

More digging has revealed some interesting things about this company - so more later.

Momentum Coaches Maidenhead

So, Momentum, you can afford to pay attention to the negative reviews splattered all over the net. Now, any normal company would probably think 'Hmm, maybe we should get our act together and start to look after our customers'.

Not these cowboys.

Oh no.

They use what is known in the business as 'Reputation Management techniques'. What that means to you and I is that they pay somebody to splatter the web with 'What a great company' type reviews.

The problem is that genuine reviews can be spotted a mile off. Fake reviews stand out like a sore thumb.

Have you received the court papers yet guys?

My spies on the inside tell me that I'm not the only to litter your desk with court papers. Careless talk and all that eh?

Would have been so much simpler just to give us our money wouldn't it?

Andrew Riley CEO Momentum Coaches

Well family issues have kept me away from here for a while.

Guess what?

No money from these sleazeballs.

No more chances Momentum - the court process starts tomorrow.

Momentum Coaches Maidenhead

We're starting to make progress on Google.

Type Momentum Coaches Maidenhead and we're on our way up Page 2 now.

If my cheque doesnt arrive shortly I'll be pushing for Page 1.

Get your cheque book out Momentum.

Please.

Andrew Riley Momentum Coaches Maidenhead

This is getting very, very wearing.

Just back from holiday and guess what? Still no cheque.

I can feel a Summons coming on.

Yippee!! A response

Just received the following email from Momentum.

Dear Martin,

I am happy to authorise this refund, please provide details of where to send the payment to and who to make it payable to.

Regards

Gavin


Now I havent got the money yet - but it seems my persistence might be starting to pay off.

Even better news Gavin Rutter!!

He's a very busy man but if he ever gets round to Googling himself he'll find this Blog sitting proudly at Number 1 and Number 2.

Wu-hoo!

Great News Andrew Riley of Momentum Coaches

Well, well Andrew it looks as though we're finally in partnership.

Try Googling yourself Andrew - Andrew Riley, Momentum Coaches. You sit there proudly at Number 1 and Number 2.

But guess what?

We're there at Number 3 and Number 4.

Now then ... do you think I could knock Andy off that top spot?

Dunno, but I'll have a good try.

Momentum Coaches Maidenhead

This is the copy of my latest - and final email to Gavin Rutter at Momentum Coaches.

"I am still trying to secure the return of my deposit from your company and that return, apparently, requires your approval.

I have now been waiting for a number of weeks; I have made numerous phone calls; I have emailed and, to date, you have not even given me the courtesy of a reply.

I have now had to take legal advice and I am assured that our case is a valid one. However, I have no real interest in taking legal action - all I want is the return of the deposit to my company. I have no hesitation, however, in resorting to legal action if that deposit is not forthcoming.

I feel I now have no option but to issue you with a final ultimatum.

I require your confirmation, by email please, that you will return our deposit. If I receive your confirmation by 5.30 pm this afternoon then I'll consider that a huge step towards resolving this issue.

If I don't receive your confirmation by 5.30 pm then I am giving you notice that we will commence legal action tomorrow morning to recover not only the deposit, but also the additional costs incurred in pursuing you for the return of the deposit and the additional costs of transport and expenses incurred by your non performance of the contract for the booking that was cancelled - for your information the additional coach costs were £350. We normally abide by published terms and conditions but to date have yet to be given sight of a copy of yours.

I am sorry it has come to this but you clearly place no value whatsoever in looking after your customers. We placed business with you in good faith - perhaps you can start earning some of that good faith now."

Andrew Riley Momentum Coaches

Getting a bit dreary this now - but I am not giving up.

Tried phoning again this morning. Gavin Rutter (gavin.rutter@momentumtransport.net) is still unavailable.

You might think to yourself - why bother? But too many companies rely on the fact that you'll give up trying. The fact is today we are accustomed to being kicked around by the big boys who know that they can wear us down and its about time we started making a stand for what is right.

In this case we were plainly shafted by this company - and search through the net you'll find they are serial offenders in this respect - and they are hiding behind oppressive terms and conditions that provide zero protection for the customer and 100% protection to the company. Well, we were shafted and I am not resting until I have that money back.

Are you listening Gavin Rutter? Are you listening Andrew Riley? I want my money back!

Momentum Coaches Maidenhead - another sorry tale

Well, well, well.

Seems like we're not the only people to have problems with Momentum.

Just found this by Googling Andrew Riley, Momentum Coaches - this Blog also features quite nicely too!


"We booked a coach for Saturday 17th July, a 22 year old BUS arrived 20 mins late, on sight it was a disgrace and absolutely nothing like any of the pictures on the website. On arrival the driver informed me it had an oil leak in the power steering, he called the depot, I called Momentum, neither of which could provide a replacement, however I called alocal company and could have got a coach within an hour, but I had paid in full and did not want to chance not getting a refund, looking at the reviews online I was right!The mechanic arrived after about 35 mins and took a further 30 mins to repair the bus, we left 1 hour and 45 mins late, which is not good when attending a race day! On arrival at Newmarket we missed the first race because the driver missed very obvious road signs TWICE !!
On Monday I called Momentum to complain and was met by the most rude and arrogant individual ever, who says he is the managing director, Andrew Riley. He called me rude because I dared to comment on the service provided by Momentum, he had no concern that we left so late, had 40 people waiting at anpother pick up point or the state of repair of the bus, he said this was all OK and in the T's & C's !!!!!! Their customer service skills need a lot of practice, my advice to anyone looking for coach or bus hire is don'e go manywhere near these cowboys, but don't take my word for it go online and read the rest of teh reviews, I wish I had! The reviews on their website, funny enough are only good ones, but they are probably written by teh staff themselves! BEWARE NEVER BOOK WITH THIS COMAPNY YOU WILL ?BE SORRY !!!!!! "

Momentum Coaches Maidenhead

So near yet so far.

Had to chase the bloke I spoke to on Monday. He hadnt done anything about it but sounded helpful. Said he'd get the ball rolling.

Then had a call back - a first!! - from a young lady who said her hands were tied as she couldnt pay out until or unless her Operations Manager authorised it.

He, of course, is too busy to deal with me.

The young lady said she would try and get 5 minutes with him to sort it out.

Am I hopeful?

Not really - but I aint giving up.

Momentum Coaches Maidenhead

Copy of email sent to Momentum:

Good morning Gavin

I understand that you are the Operations Director for Momentum and as such you have the authority to authorise the refund we have been seeking since June 1st.

The email below sent by my colleague to your Refunds Section is self explanatory. We were promised the refund last month following your cancellation of a coach booked with you. Despite the coach being booked and paid for you gave us just three days notice to find an alternative coach - at great additional expense. The person who handled our booking at the time agreed that we should have a refund and on that basis we have ,made alternative arrangements. We have now been trying to secure this refund for seven weeks and have been pushed from pillar to post - and I'm not prepared to wait much longer.

Would you please confirm that this refund has been authorised. If you would please send ma a conformation before 5 pm tomorrow (Friday 23rd July). Failure to do so and I'm afraid we're just going to have to place the matter in the hands of those better qualified to secure repayment.

Kind regards




----- Original Message -----
From:
To: refunds@momentumtransport.net
Sent: Thursday, July 15, 2010 12:33 PM
Subject: Booking ID: 130855


Dear Sirs,

I cancelled the above booking at the beginning of June after your company let us down on an earlier booking to the Epsom Derby - you contacted us three days before the trip was due to go ahead saying you didn't have a coach to take our group. This left us high and dry without transport and having to pay significantly more to find an alternative coach.

You can therefore understand my reasons for cancelling the above booking to Goodwood at the end of July. We need a reliable company who are not going to let us down at the last minute.
I had already paid the deposit and have since been trying to get repayment. I have spoken to your company on several occasions and been told it is on its way. In my last conversation I was told it had been approved but that the gentleman who handles the refunds had had a heart attack. I was obviously sympatheitc and have left it another couple of weeks before contacting your company again.

I have today rung and been told that the deposit has not been approved and that I am not entitled to one as the deposit is non refundable. As my only reason for cancellation is down to your inefficiency I would ask that you refund my payment within seven days.

If I do not receive a cheque within that time I will put the matter in the hands of our solicitors.

I hope you accept there is no need for it to go to this and look forward to receiving payment.

Kind regards

Momentum Coaches Maidenhead

Another week goes by and another round of telephone calls to get our money back.

Spoke with a lady in the Refunds Section who says she is not authorised to return the deposit. Apparently it is up the Operations Manager - a chap with the rather appropriate name of Gavin Rutter (gavin.rutter@momentumtransport.net).

Just sent them another email as we gradually start to tire of this difficult game. But, of course, that is what is supposed to happen. Wear the customer down until he gets fed up - and he'll go away.

But not this time Momentum. I've had enough of being shafted by the likes of you.

So this time I aint going away.

Have given them until 5 pm tomorrow to authorise the refund. Failure to do so will mean a visit to the Small Clains Court.

Great News for the Momentum Coaches Blog

We've now managed to get this Blog on to Page 2 of Google when seraching for Momentum Coaches Maidenhead - the head office for this shower.

So, Mr Momentum - are you going to pay us our deposit back? Or do I carry on with my attempts to get your shoddy business dealings where they belong - there for everybody to see?

Is somebody now taking the micky at Momentum Coaches?

After being told the deposit was a)being paid b) awaiting a cheque signature c) been delayed because somebody in the office had had a heart attack, the latest call to Momentum Coaches really takes the biscuit.

But first congratulations - somebody in the accounts department did actually answer the phone. The last three calls have gone unanswered. But having hopes raised they were dashed again when we found out that Finance Director/Accounts Clerk/whatever Bridie Morgan was off sick. So its not just their coaches that dont turn up for work then.

So where is our deposit?

Well now we're told that there is no deposit due to us ... because we cancelled the booking.

OK, I see. So, we make a booking. We pay for it in full. Momentum Coaches cancel the booking days before because they can't fulfill the contract. Then they want us to take a chance with a second booking on the off chance they can fulfill it?

What a bunch of patronising jokers. So where is the fairness in that contract? They can cancel - we can't. They can let us down without compensation - we can't cancel a booking without a financial penalty.

Listen Bridie Morgan, Andrew Riley - and whichever other unreliabnle timewasters are running Momentum Coaches - stop taking the piss out of your customers.

And pay us our deposit back please.

Now.

Momentum Coaches Maidenhead

Still no deposit back.

This company are making excuse after excuse.

Had enough.

Off to do some mischief making.

Momentum Coaches Maidenhead

Still no sign of our deposit back yet.

Now then ... what shall I do next?

Think I'll drop i-Stock an email.

Andrew Riley Momentum Coaches

Well, well, well - here's a company that has the brass neck to complain about the poor service it has received from its bank - see the nauseous rants on their blog.

Its now been almost three weeks since we were stitched up by this mob. We are still waiting for a refund of the deposit paid for a coach in August. After about six aborted attempts to speak to the lady with the cheque book (because only Bridie Morgan can sign the cheques apparently) we managed to make contact this week.

Four or possibly five phone calls weren't returned despite their promises. We are told this week though that due to illness their accounts department is in a mess -and they are now playing catch up with account payments.

I wonder whether they are also paying catch up with getting their money in?

Come on Momentum - pay us our deposit back.

And if you don't pay up soon then I'll tell i-Stock that you are using their images on your website - and you ain't paid for them chaps have you? Take a look here if you dont believe me.

Now that could cost you a pretty penny.

Andrew Riley Momentum Coaches

Well we received our refund from Momentum from the trip booked and paid for - but no sign of the refund for the deposit paid for another coach trip booked with this outfit.

Customer service isn't their strong point either. Two phone calls this morning asking to speak to Bridie Morgan have so far failed to generate a return phone call.

We will wait and see if the return call comes today.

Pity these guys don't appear to be members of any trade association.

Andrew Riley CEO Momentum Coaches

He's the chap who runs this tatty company and I was thinking about him last night as we returned from the Derby. To prepare for the trip we were working until 1 am on Friday Night/Saturday Morning sorting out the catering. It's an early start for us too on Derby Day - up at 3 to load up and meet the coach at 4.45 to then travel onwards to the first of our pick up points.

We worked through the day and then by the time we had dropped off the last passenger and returned to the depot it was 11 o'clock - so a long old day. We don't complain about the hours - that's what we do and, by and large, we enjoy it.

But it does take the gloss of what is a great day out for our clients when we finally return and flop into the chair for a bit of supper and we realise that we made the princely sum of £35 for all those hours.

So that's why I was thinking of this Riley character - and wondering what kind of day he's had.

Bitter?

You bet I am.

Momentum Coach Hire in Maidenhead

Oh - and I forgot to mention.

Despite them cancelling the coach and us having to go and find another coach company at a cost of £850, we're still waiting for our money back.

Great eh?

Momentum Coach Hire - Do Not Use This Company

A warning to anybody thinking of hiring a coach from this company - don't even bother trying.

Do you get fed up with companies delivering shoddy service? Even worse, do you get fed up with companies not delivering at all? Well we do.

So we decided enough is enough. We have been walked over just one time too many - and we thought we'd do something about it. Our experience in trying to do business with Momentum Coach Hire is a salutary lesson on what happens if you deal with a company who has no regard for its customers and to rub salt in the wound then hides behind onerous terms and conditions.

Its quite a simple story. But the result of us dealing with this band of bandits has left us some £400 out of pocket- and we are working for nothing on one of our buiest days of the year.

We were asked to organise a coach trip to the Derby for a group of people from North Kent. We secure quotes from a number of coach companies and Momentum came up with the best deal at a cost of £585. As a result we priced our trip up, advised our clients of the cost and after securing their approval paid first of all a deposit to Momentum - and then settled in full some time before the departure date.

Three days before the departure we received a phone call from Momentum saying their coach was off the road and they couldn't fulfill the contract. Three days before the date of the trip - and on one of the busiest days of the year.

When we pointed out that we had paid for a coach and as far as we were concerned we expected a coach they told us they could provide one - but that it would cost £350 more. I don't need to go into the rest of the conversations - no matter our insistence, they weren't going to provide a coach unless we paid another £350 - and if we didn't it was, well, just tough.

Their terms and conditions of hire explain that the maximum they will be held for in the event of non delivery or under delivery of the contact is the cost of the hire - in other words they can simply just say 'here's your money back' - and tough for the rest of the costs.

We have subsequently found another coach - at an additional cost of £350. We therefore will spend the day working - we'll pay our staff - and we'll end up out of pocket for the privilege.

We are so incensed about our treatment by this company - and there's apparently nothing we can do about it.

Nothing that is but warn other people not to use them.

After 20-odd years in business and being on the receiving end of shoddy service just one time too often - we've created this Blog. It has no other purpose but to warn people to steer clear of crappy companies who have no interest in customer service. Oh - and yes, it is intended to irritate Momentum and, in particular, their CEO Andrew Riley. (I cant find his email yet but I will do)

More digging has revealed some interesting things about this company - so more later.