I had great success using the concierge app during the beta test but once I switched back to regular e-mailing/calling with the concierge it has been awful.

-Bungled reservation to difficult to book restaurant, restaurant somehow had 6 diners listed instead of 2 diners, wrong dates, wrong times. This required 2 emails to fix - happened twice. I'd blame the restaurant but Amex routinely messes up my dinner reservations - booking chain restaurants in different cities than intended, for example.

-Unwilling to do extra leg work:

-EX: only contacted their own limo provider for quote, did not reach out to hotel for transfer quote or research local companies as requested

-EX: Do not address everything requested in the email (IE asked for dining and coffee bar recommendations, only received dining and none of the dining ones matched request, most were hotel restaurants and do not serve requested popular local dish, had to follow up for coffee bar suggestions)

-EX: asked for mover recommendations for a local move or a way to purchase my own moving insurance to use an uninsured (but known to me) mover and concierge gave out my personal info (full name and move date) to a random company with poor online reviews and told me they were expecting my call. Did not obtain price quotes as requested from this random mover even though I provided full list of articles to be moved, etc.

That being said, I've had some very responsive and good concierges in the past few months to help with booking tours, etc. but the bad has far outweighed the good.