Jet Partners, Ronkonkoma NY

We spent over $30,000 to fly private to Medford, OR from Tucson, AZ.
We used Jet Partners to arrange the flight. We'd used them a couple of times before with no issues.
However, on this Oregon flight, we had a multitude of issues and here's the list:

1. When the plane didn’t show up at the FBO that was on our documentation, we had the people there find out where it was. It was about a mile away at another FBO. We packed up and drove our cars over there. It was not pilot error, as they had different documentation.
2. The a/c didn’t work for the first half of the trip and the cabin was described by one of my guests as “a flying sauna. ” The pilots said they couldn’t do anything. The cockpit was comfortable and they said they had done all they could do for us. For the last part of the trip, it cooled down.
3. I had planned to read important papers on the way over and I couldn’t. The reading light didn’t work.
4. There was no wash basin in the lav but there were napkins – no toilet paper.
5. The toilet didn’t flush. Both coming and going.
6. We didn’t have the heating problem in the cabin on the way back. It was the other way around. It got very cold and, once again, the pilots said they could do nothing. At that time, I wished I had acted on my impulse to leave them in Medford and get another plane home.

We brought these to the attention of Benton Morgan of Jet Partners who told us he couldn't ever get in touch with the owner of the plane and so couldn't remedy any of this.

He never offered a refund of any kind. We would have not used that plane had it been free.

After weeks of poor and/or slow communication from Benton, I felt I had no choice but to let him know that further failure to resolve our issues would result in negative review.

On one occasion he said he'd get back to me by the end of the day with a resolution. 4 days later, he still hadn't taken the time to get back to me.

Now, he has failed to answer 2 further emails I sent his way.

This is clearly an unprofessional operation that may look good when there aren't any issues, but obviously don't know how to resolve customer complaints. $30,000+ is a lot of money to spend for something sight unseen and then have zero recourse when the brokers don't take responsibility.