From: John C Mathews
Sent: Wednesday, February 11, 2009 9:05 AM
To: Steven Piro, Price Waterhouse Co. US
Subject: Fw: ITS Limo service in CA reference
Steve,
ITS has treated us extremely well over the years. They have supported us for our Executive car service , and for VIP van/coach service for at least 7 years.
Do cars arrive on time, get passenger to destination safely?
ITS is always on site at least 15 minutes prior to scheduled pick-up. Over the many years, I can't recall any incidents or accidents.
How is customer service/dispatch? Helpful, professional?
ITS Customer Service is the absolute best. No matter who you talk to in the organization, they always have been very helpful. Extremely professional and very responsive. Any and all requests have always been replied to in a short period of time (less than 1 hr). When calling in, you will get an immediate response. Sometime I will just e-mail my request in , and I always get a very quick response with a "Driver Trip Ticket" and reservation number.
Are drivers professional (their manner, dress, know where they're going)?
I have dealt with other companies over the years and I have been asked by those drives where to go and how do they get there. I have never had that problem with ITS. I don't know if they drive to the drop off location first, but they always seem to know exactly where to go. The drivers are very personable, professional and well dressed. No complaints.
Do cars appear clean, well-maintained?
All of the cars are always clean and have never had a problem. One one occasion some years ago, one of the Van seemed to have a slightly rough ride. I let ITS know and they fixed it. They want to know of any issue so they can correct it.
How is pricing compared with other vendors? Is billing accurate? Do they provide any reporting to you?
In general, I think that ITS is competitive. Although there may be some companies that we less expensive, it is ITS's fleet that we look at. When we go through our source selection, we looked at cost, but also how available the service is. We do have occasions where we need sedan service ASAP. ITS has a large fleet and the ability to track all of their cars. They can tell who is near by and can support. They have on multiple occasions been able to get to the location within 15 - 20 minutes. Billing has been accurate. Yes, we have had a couple of billing questions over the years, and they have been quickly resolved. But to be honest, I can't think of more than one or two times. ITS has been able to provide any report that we have asked for.
What's your overall feeling/experience with this vendor?
As you can tell, I'm a big fan of ITS. Their service is excellent and their staff is extremely helpful and knowledgeable. If you have an opportunity, you should go a and take a look at their operation. I was amazed at how much information they have at their fingertips. They can tell you at any time where a car is, how fast it is going and in what direction, and even if it is stopped with its engine off. I have used them for VIP van service. I was not able to stay with the van during their multiple runs. ITS was able to support me with an on-site coordinator. That person was able to see that every person arrived and returned to the destination with little direction from me. They just get the job done. I have total confidence in ITS.
Please let me know if you have any other questions.
thanks,
John Mathews
Senior Manager, Customer Relations
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