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Main location554 S Casita St Anaheim California 92805 US(213) 291-9635
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Amenities
Accessibility
Wheelchair accessible entranceWheelchair accessible parking lot
Had a terrible experience with Lansky - paid for a round trip from LAX to Anaheim for a recent Disney trip with my husband and 2 young children. We required car seats and were told they were pretty much our only option. Paid over $400 USD for our trip. Upon landing at the airport at LAX, we received no communication from the driver or company on pickup. Waited for over 30 minutes and finally reached out to the company who told me that "yes your driver is there - tell us your post number and we'll have them drive around" - we were told the driver should text us immediately when our flight landed. That did not happen. About 5 minutes later they called back saying "actually, the engine won't start and the driver can't come to the airport" - so no driver was in fact there and no one had bothered to try to communicate that to us. They informed us they would fully refund us and give us a ride back for free but did not give us another option at that point for leaving the airport with our 2 children who needed car seats. I was basically in tears while my tired, hungry children were melting down next to me at a very busy, chaotic terminal. They called back 5 minutes later and said they had in fact found someone but we'd have to wait 45 minutes for them to drive from Anaheim back to LAX. OK we said. We were starving and forced to walk 10 minutes with all our luggage and carrying our kids to another terminal to get food. Very very frustrating start to our trip. We expected top notch service for the price we paid for transportation! Driver showed up an hour later (2 hours after our flight had actually landed and from when we expected pickup). Drive was fine and pickup from hotel back to LAX was fine. I expected a discount on the pickup and thought Lansky would be in touch. They were not. I called long distance from Canada and the manager (Andy) then argued with me about providing ANY compensation to us since they had to end up paying someone double time to come pick us up on their day off. They as a company were paid a HIGH amount to provide us a top notch service and we did not receive that. After a long conversation and long-distance charges they ended up refunding $50USD from the total $400+ USD bill which I find lacking and this was only after a huge fight. Not impressed with the customer service at all. Will not use again and would never recommend. There was no consideration given for the stress, time wasted and frustration the situation caused. Not to mention how it was dealt with after was so unprofessional.
Edited to add to management response: We had no other car options as we needed car seats. To ask us to arrange alternative transport was impossible at that point. After calling us back 5 minutes later, they told us the alternate driver would be 45 minutes so we had to walk to another terminal to get food as we hadn't been able to have lunch. IF the other driver did in fact arrive 25 minutes later, they didn't even inform us! I had to call back to ask around 12:30pm if they were there at which point they asked for our pole number. I can screenshot telephone records at this point. I received no incoming calls or texts from Lansky from the 11:25pm until I called them back at 12:30pm to ask for an update. I believe the driver may have been there but no one was communicating with us! That is also my outrage - no one informed us the car was broken and no one was coming until I reached out myself! How long would we have been waiting had I not called myself? Ridiculous. To then place blame on the customer for "making the driver wait" while we tried to get food for our children during the timeframe you told us it would take for the next driver to get there points to your lack of understanding of how to deal with customers.
