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.