Mason and Green taxi service

[RecorderSue]

I do not recommend anyone to use this business . On friday 26th may I was expecting a taxi to arrive at 8.15 to get me to Heathrow by 1 hour later to be able to check in for a flight at 11.20.

The taxi finally arrived at 9.05 and the owner had promised to send me another driver but failed in this duty to fulfil the agreement .And so I arrived at the airport 35 minutes before the flight was due to take off with no time to get through security and then to the terminal and onto the plane . No apology at any time just abuse and insults by text. He did somewhat mitigate my view of them by sending a different driver who was extremely punctual to pick me up from the airport at 10.50 last night. But I no longer can trust them after the experience on friday. The traffic was absolutely terrible on the way to Heathrow and he took a route I recommended him not to use because it is always jammed up, through Wandsworth, but he took no notice of me .

Really he should have checked with the AA and organised a driver to get to me at 7.45 to be on the safe side, but Instead his driver arrived just after 9 am - because he needed a new battery!.

Luckily BA were able to get me on to the next plane two hours later. This should gave cost me ?300 but the first ?240 was taken off and then they should have just charged me ?40 but their computer would not allow that and so i got onto the next flight for no extra payment but arrived about 2.5 hours later than planned. He has multiple businesses apparently and so could not find another driver when it really was necessary So that is another reason not to trust then to send you a driver when promised.

[jimbo1964]

That's a shame. We've used them several times and always been punctual.

[mrure26]

I have used this company for several years mostly to drive me to Gatwick and also to St Pancras International and never had a problem with them, indeed have recommended them as an efficient, polite and prompt company.

[mancity68]

Ditto. Used several times over past year or so and always been pleased.

[SueOrr0103]

Unfortunately this seems to be the theme in East Dulwich. I have never used Mason & Green but have had the same experience with Dulwich Cars and Keen Group. Once their operator hung up on me when their driver was over 20 minutes late and I was complaining to him!!!!. Best to use Uber.

[Mason]

I have finally had time to issue my response to this message as we are consistently busy. Please note the driver was there 15 minutes prior to your pick up time, however his car battery had died, as he had obviously left his radio and lights on. I was the one in constant contact with you and apologised about this and explained we could not get a car to you. We have picked you up on many occasions, and as you know lateness is something I do not tolerate. In spite of this it was a situation beyond my control, as the time was busy. I had never said I would get another car to you as I knew we could not, I actually gave you another companies contact number. Please note though as you state, the driver who was due to pick you up from home was like all our drivers, friendly and, no different to any other driver's service that you would have normally received. I did not send a different driver for you for any other reason as all drivers are the same and behave the same.

It is funny though we have taken you for over 5 years back and forth to the airport with no complaints, yest not one review of the same.

You in fact were rude and obnoxious throughout the journey, and were both rude to me and my driver, and the texts you sent me were beyond what I would expect from decent people. They not only threatened to destroy my business but mocked my lifestyle and my home life. I cannot understand a person who after being told we could not do anything can be so venomous in both writing to me, and the behaviour to my driver is beyond that of a lady.

The sense of someone texting stating they will destroy my business, when through the years we have provided a service that has always been good just shows your true culture, or lack off.

To be honest I really do not think I care what you state about Mason & Green, my company. I take pride on ensuring a good service. Simply said as I stated on TripAdvisor in which we are ranked number 7 in Transportation in London, and received a Certificate of Excellence, please do not use us again, as not only as the owner, but as a human being, someone so filled with hate and vitriol, we want nothing to do with. Please do not ever ring or contact us again.

[cella]

Why the seven month delay in responding?

[Mason]

Uber is great, but even they have problems. They are not always available in certain areas. However if you read my response it is more of how I actually run my business with pride and passion and I drive as well so that I can assess customer needs. I do not treat this like a business, I treat it as a passion, but there are some hiccups, which I tried to resolve, but the customer wanted to wait for our car, and yet used us on her return as she knew after years of service she can be satisfied. If a company was so bad would you trust them to Meet & Greet them at the airport, even after the customer was just as abusive to the driver. We do not let anyone down. I was insulted by this lady personally after I told her we could not offer a car, but provided her with details of another company that could help. I am sorry we could never have been of service to you, but our main claim to fame is that we provide car seats for families for free, and guarantee these. Nobody hears about the good service but will always hear the bad.

Thanks

[cella]

But why the seven month delay in responding?

[Mason]

I do not visit EDF anymore my son told me about this. I do everything personally I do not employ anyone to watch this. I thought, let me have a look today. I am too busy to keep doing this every day or even every month.

[Mason]

However much you may think, our service speaks for itself and people have tried to destroy my business and this includes other businesses. We are not massive and powerful, and I do not run my company for me, it is for the driver. I do not charge the drivers rent as Dulwich Cars, Keen or Greyhound, as they are part of the company, they are ones who invest in their own income gains. The best service they give the more they benefit. I have have nothing to gain from this it is the driver, who, not only invested his time, petrol, and money that will benefit from creating the income by good service, that they are adhered too by Mason & Green. They are family to me,and are very loyal, and respectful.

Businesses are not always successful because the money they receive, but how they can interact and relate with customers and their partners (drivers). Please look at TripAdvisor, there is always good and bad, but there are always views from both sides, but it is important how you portray your side of the story. By the way the only way I make money, I may be the owner, but the only time I earn money is when I drive. I am a driver, and I want my family of drivers to earn, forget about me, though, do not dismiss those loyal drivers from earning by such remarks.

[siousxiesue]

Your replies make me want to use this company Mason, and I will!

[Mason]

We are an honest company and my aim was always to be an honest and real supplier of a service that benefits my divers over the company. I have seen and worked for other companies and have seen the exploitation of drivers, and the way they are treated. Uber is great for now but if they succeed in closing me down with many others they will increase their prices that is their model of service. However I have nothing against them that is how the market is and you have to adapt and provide a service that can better that. Hence I specialize in Airport Transfers, and we work with many travel agencies from New York and Australia, to name a few, who have always been happy with us. The sort of review above disheartens me and makes me feel if the customer had not been so insulting to me I would have gone further out of my way to help. Providing a service is one thing, but understanding and respect, and not receiving personal insults is another. I respect my customers and although thousands know many from around the world by name, and they love this. That is business, knowing your customer. I love what I do, I love my drivers, and I love my customers (friends) that is how I see all. You created Mason & Green, you are friends as well.