Boston Coach Reservations

I have used Boston Coach over the years, I do not mind paying for a premium service — I do mind being surprised by hidden fees.
1. The fee was quoted as $ 128 inbound and $ 131 for the return plus 20% gratuity and tolls
2. When I received the email from them the charges were over 187 and 190.
3. $ 60.00 in fees was a great deal more than I expected and what I discussed with the booking agent
4. I called them and they ignored me
5. I emailed them and they ignored me
6. I paid with AMEX and filed a Credit Card dispute
7. Boston Coach sent AMEX a detailed invoice.
8. There was a Fuel SURCHARGE of $ 13 on each invoice REALLY GUYS???, gas costs less than bottled water.
9. There was a toll charge of $ 9.70 on the inbound trip, we did not use the toll road.
Will use UBER next time, sorry Boston Coach, I will not use your services again… your financial practices are too murky.

I used BC a few months ago for my family from Logan airport to Andover, MA because my employee apparently recommended them. When I made a reservation online they gave me an estimate about $ 100. The taxi arrived there on time and helped us with several pieces of heavy luggages. They even had a toddler seat for my son. The driver was friendly and helpful. However, they charged me more than $ 200 at the end and it did not explain why.

Fuel Surcharge Ripoff!
I recently used Boston Coach for a ride to the airport in an SUV. When I booked the reservation, the «estimated total cost» was provided to me, with a disclaimer that additional fees may apply, including a fuel surcharge. The amount of this fuel surcharge was not disclosed (even though Boston Coach on the phone says that it is disclosed as 13% — not true — and that it might be adjusted if fuel prices are at a certain level for a number of months…). On their site FAQs, they describe the surcharge in the following way:
«The fuel surcharge, which is applied to the base fare as well as to any stops or waiting time, is based on the average cost of fuel at the time of the ride. It will therefore increase or decrease with fuel price levels.»
The price of gas is at years-​long lows (just aver $ 2 per gallon and less than that in a number of places. The fuel surcharge on my bill was $ 46. So let me run some numbers. Let conservatively assume that gas is $ 3 a gallon. That means $ 46 will buy over 15 gallons of fuel. A Cadillac Escalade (the vehicle used), at a conservative 15 miles per gallon, will be able to go 225 miles on this amount of gas. I live 60 miles from the airport. Even if you assume that the Boston Coach garage of 40 miles from the airport, the round trip could not possibly exceed 200 miles. So, I paid for all of the fuel and then some. That’s not a surcharge, its an extra fee that not justifiable in any other way than trying to get more profit out of a customer.
I spoke with a billing agent at Boston Coach and someone in customer service, but they are unyielding an unapologetic.
Chances are you’ll get good service, just be aware that you will also get an extra 13% charge on your bill. Since they serve mostly corporate clients, this fee seems to go unnoticed or at least unchallenged (except by the law firm of Pelton & Associates, PC, who have a web page soliciting clients who believe they «have been charged an excessive or unfair fee surcharge» by Boston Coach).
While the actual service I received was 5-​star, there is no way that I could justify that kind of review rating. Boston Coach, let’s consider the extra four stars my «surcharge»!

I’ve used Boston Coach a few times over several years for service to and from the suburbs to Boston’s Logan airport and been consistently pleased. I was very impressed with the service I received yesterday. Went to their
site and made a reservation for a sedan service from Acton MA to a restaurant in Cambridge MA about two hours before I needed to be picked up. They even emailed me to inform me who my driver would be, her direct phone number, and that she was on her way to my location. The driver, Debra, arrived early in a big Cadillac sedan that was spotlessly clean. She was friendly, courteous, professional, and skilled. There was that day’s Wall Street Journal available to me in the back seat as well as a new bottle of spring water. It was a good, efficient, trouble-​free drive. It was not cheap, but it was first class service, as I’ve come to expect from Boston Coach.

This company was purchased by Harrison Global in the past few months. I used Harrison for over 5 years and never had significant price increase. One way from Newton Center to Logan airport was consistently $ 63.00 plus airport fees, tolls and gas which came to about $ 75 – 78. When I called today (2÷11÷2014) the price for one way was increased to $ 110! (And I do not know if airport fees were included). Regardless, it is about a 90% increase in charges — maybe mostly due to the merger and new price structure. They suggested I use their taxi service instead. Needless to say, I will not be using their services anymore.
UPDATE 2÷12÷2014: Boston Coach just called and updated my account to honor my longstanding rate. They said the rate in the computer was incorrect. I don’t know if it was a clerical error or just the «squeaky wheel» that made the difference but they did the honorable thing, which I consider good business. I will now be using them again, as they are always on time and the drivers are always amicable.

One way from Logan to southern NH (50 minute drive) was expensive enough — then the receipt I got via email adds on an «administrative fee» of $ 8 and a «fuel surcharge» (surcharge???) of $ 30 — plus the driver wasn’t there when we arrived, I got put on hold when I called to find out where he was and no one ever came back (the driver finally arrived), and three times when I called to talk to someone, I listened to music and «we’re busy» messages until I finally hung up. $ 275 for a trip that is a tenth of that on the bus — and bad service and ridiculous billing add-​ons? Plus the website says they have a no tipping policy and the driver said that wasn’t true and the website is «outdated». Use them again? I don’t think so.

Watch your billing — they charged me for a stop that never happened. They did adjust my bill after two calls with very nasty customer service reps. Almost made me feel like how dare I question their billing… Prices are very high. On the positive side, very nice vehicles and they arrived when they said they would. I used them for a recent trip to LA since I wasn’t familir with local car services. Not again — I’ll take a little bit more time to do research. And to think they’re owned by Fidelity!