Dr. Gibson, Emerald prides ourselves on providing a great customer experience. We have already communicated via email. I am responding to your review so other clients can have a full understanding. You requested a pickup time of 9:15 am on Sunday, June 4. The chauffeur arrived on the scene at 9:00 am. At 9:30 am the chauffeur called and left a voicemail, with no response form you. We went inside of the hotel and the front desk representative called your room and nobody answered. The chauffeur texted you at 10:01 am and again no response. The chauffeur went back into the the hotel and the front desk attempted to call your room again with with no contact and then another employee physically went to your room with no answer. A copy of the the text message as well as the call history was sent to you showing we called at 9:30 am, 9:51 am, and 10:21 am. An email was sent at 9:54 am with no response. We exhausted all means to reach you with no avail. Our overtime policies are on both of your reservations that you received when you booked your reservations online and when we sent the chauffeur details. Emerald offers a FREE 15 minute grace period for airport departures, after that we bill for the time the chauffeur has to wait. Again we waited 1 hour and 5 minutes past the schedule pickup time. If we left after our 15-minute grace period and you were just running a few minutes behind you would have been upset. -Edward Coleman

Dear JK, I can't thank you enough for taking the time to share your experience. At Emerald Luxury Transportation our goal is to create a memorable experience. We are definitely here for you and your parents for all of your transportation needs.