Executive Express

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11507495, and find that this resolution is satisfactory to me

I am rejecting this response because:In our phone conversation Mr [redacted] agreed to return the full amount I paid for a return trip ($88.00) and he offered an open ticket as an opportunity for me to try the services offered by his companyI agreed to those terms although I mentioned to him I would be satisfied with the $refundWhile I did received a $refund from Mr [redacted] and an open one-way ticket for a one-way ride from Des Moines airport to a hotel in Ames, IA, those were not the terms of our verbal agreementAs I expressed to Mr [redacted] over the phone, I have no intention of using Executive Express ever againAs a consequence, I do not accept an open ticket in lieu of a credit card refundI do request to Mr [redacted] to honor his word and return the remaining $corresponding to the service his company failed to provideAs for the open ticket, as I expressed to Mr [redacted] over the phone, I do not plan to use his company services, so he can go ahead and cancel it Finally, I would like to express my strong desire of communicating with Mr [redacted] exclusively in writingHim and his company can contact me through the channel offered by Revdex.com, or through my professional email: d [redacted] @txstate.edu, as the trip in which Mr***'s business failed to provide the agreed services was a professional business trip.Dr [redacted]

DATE: 7-1-Mary ** *** *** *** ***
*** ** *** Hello Mary: I was just emailed your concerns today and needed time to check into. I personally want to thank you for bringing your concerns to our attention as your satisfaction is our primary concern.
On behalf of our owner, Larry L***, Operations Manager Jay V*** and the entire staff of Executive Express, we want to apologize for the recent inconvenience you experienced while traveling with our company. We strive to provide our customers with the highest standard of customer service possible, knowing the importance of reliability for our traveling customersFrom the information received, I see the following as your issues: Lack of Response to initial concern We have no excuse as the individual who has been responding to issues fell behind do to workloadI have since taken over this responsibilityFlight delayed one hour causing missed last shuttle at 11pm We are a scheduled transportation company that follows their schedule as close as possible. With the last shuttle leaving at 11pm and not being notified until 11:which is minutes after shuttle leaves it is difficult to hold other passengers for any length of time past departure. We do have customers who never show after delayed flights so we then have customers who are not pleased so we are in a no win situation. Customers depend on Executive Express to be on time and depart on time for their next scheduled stopContact did not recommend lodging or transportation alternatives Thank you for identifying this issue as it was a training issue that was corrected. In our training of employees we do cover alternatives for transportation and lodgingWe have refunded $to your credit card and issued you an open ticket for future travelWhen you are ready to make another reservation, please call our office and refer to reservation number ***Please accept our sincere apology and we hope you will use Executive Express for your future transportation needs Jay Vasek Operations Manager Executive Express

Good Morning ***, I apologize for my error on our side. You will see the remaining $refund within the next day or as soon as our Accounting Clerk gets back on Tuesday. Should you have any further questions or concerns please feel free to reach out to me Respectfully, Jay *** Operations Manager Executive Express Providing Reliable, Safe, Professional, Caring and Relaxed Transportation [email protected] Website: http://www.executiveexpress.biz Office: ###-###-#### ; Toll Free ###-###-#### ; Direct line: ###-###-####

I talked with *** a few minutes ago and she is fine with canceling her return trip and getting a refund for that portion and issue an open ticket for future travel as she does fly to Ames quite frequently. Her biggest complaint was that the person she was talking to was rude, didn’t
listen to her, wanted to be treated with respect and she just wanted a refund. I had Cyndy issue a refund and also issued her an "Open Ticket" for future travel. *** was satisfied with this after our conversation Jay ***Operations ManagerExecutive Express

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11507495, and find that this resolution is satisfactory to me.

I am rejecting this response because:In our phone conversation Mr. [redacted] agreed to return the full amount I paid for a return trip ($88.00) and he offered an open ticket as an opportunity for me to try the services offered by his company. I agreed to those terms although I mentioned to him I would be satisfied with the $88.00 refund. While I did received a $35.00 refund from Mr. [redacted] and an open one-way ticket for a one-way ride from Des Moines airport to a hotel in Ames, IA, those were not the terms of our verbal agreement. As I expressed to Mr. [redacted] over the phone, I have no intention of using Executive Express ever again. As a consequence, I do not accept an open ticket in lieu of a credit card refund. I do request to Mr. [redacted] to honor his word and return the remaining $53.00 corresponding to the service his company failed to provide. As for the open ticket, as I expressed to Mr. [redacted] over the phone, I do not plan to use his company services, so he can go ahead and cancel it.  Finally, I would like to express my strong desire of communicating with Mr. [redacted] exclusively in writing. Him and his company can contact me through the channel offered by Revdex.com, or through my professional email: d[redacted]@txstate.edu, as the trip in which Mr. [redacted]'s business failed to provide the agreed services was a professional business trip.Dr. [redacted]