Expression Limousine Services

Initial Business Response / [redacted] (1000, 5, 2016/12/12) */ Thank you for your feedback on your recent visit with usI appreciate your time in letting us know how your experience wasI am very disappointed to hear that your experience was not up to standard and did not reflect the level of service that you have come to expect from your last few visitsI am going to be investigating the concerns that you have brought to our attentionI will make sure that the management team and staff is aware and that we are always putting the guest first We pride ourselves for the level of service that we provide and hope that you give us another opportunity to show that Sincerely, [redacted] Director of Food and Beverage Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand, and am very glad that you will be enforcing this with your management teamBut are we going to be seeing any form of reimbursement, or a voucher to return again? My mom spent around ~to be treated like utter garbageI don't entirely see that as fair Final Business Response / [redacted] (4000, 9, 2016/12/16) */ Thank you for your quick responseAfter further investigating these concerns, I would appreciate if you could call me at your earliest convenience to get a bit more information and discuss a possible refund Sincerely, [redacted] Director of Food and Beverage Peppermill Resort Spa Casino SVirginia St Reno, NV Direct [redacted] Email - [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Contact Name and Title: [redacted] AGM Contact Phone: 775-689-7176 Contact Email: [redacted] Unfortunately the decision was one which resided with the guest and Nevada Gaming Commission. I would be more then happy to speak... with Mr. King to see how we can assist him in returning to the Peppermill. Best Regards [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I except the response of the Peppermill, as long as they carry thru with what they said.

Initial Business Response / [redacted] (1000, 5, 2017/05/31) */ Contact Name and Title: [redacted] Dir of Risk Mgt Contact Phone: [redacted] Contact Email: [redacted] On April 18, hotel guest reported his firearm was missing after his luggage was delivered to his hotel roomGuest searched his vehicle and was unable to locate the reported missing itemA review of the surveillance was completed and we have advised the guest that that he is seen arriving, unloading numerous items from his vehicle's trunk onto a bell cartAn employee then takes the bell cart and delivers all items to the hotel roomNothing is seen falling off of the cart or being removed from the cart at anytimeThe bell employee then returns to the storage area with an empty cartWe advised the guest, in writing, on April of the outcome of our investigationWe advised that the most that could be reimbursed was $for any loss to checked baggageWe requested proof of ownership for the firearm and to this date none has been provided Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not Received any information about my missing fire arm from the hotel resort PeppermillI've been waiting all this timeI received a phone call from a Peppermill supervisor on May 29, because I had put a Bad report on yelp and he then told me he didn't know or Heard anything about itHe wanted me to take down the bad report I told him I would take it down until my situation was fixed I haven't received any paperwork on Mail or my email at alli'm willing to provide proof of ownership in the police report I made that dayI wouldn't report a gun missing to the police department if it wasn't mine Final Consumer Response / [redacted] (4200, 11, 2017/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll wait to receive the paperwork on mail then we'll go on from thereI received an email from Peppermill telling me to send ownership papers so I can get 250$ ReimbursementI'll send the ownership papers but I'm not satisfied with 250$ when my firearm was around 650$ and it was only taken to the range twicebrand newI'll send the firearm ownership papers asap Final Business Response / [redacted] (4000, 13, 2017/06/06) */ We received proof of ownership via email todayPayment of $has been mailedAlthough our investigation did not reveal that any property was removed from the bell cart we have agreed to provide reimbursement as the bell contract advises hotel assumes no liability in any sum exceeding Two Hundred Fifty Dollars for loss or damageIn addition, if at some point guest would like to return back to the hotel we will provide a complimentary two night hotel stay subject to availabilityReservations would be required in advance

Initial Business Response /* (1000, 8, 2016/12/19) */
Contact Name and Title: *** ***, Director
Contact Phone: ***-***-***
Contact Email: ***@***.***
Posted House rules, which are approved by the state Gaming Control Board and are consistent with other sports books in Nevada,
clearly state that sports book management is not responsible for lost ticketsThe lost ticket claim form, signed by the customer, carries a disclaimer that says "It is understood that management is not responsible for any lost or stolen tickets and the filing of a lost ticket claim in no way assures payment of the lost ticket." Although there is no obligation to honor lost tickets, we endeavor to do so as a courtesy to guests and assuming the ticket was not already cashedIn this case I agree that the circumstances regarding this particular lost ticket claim were not clearly communicated to the customerI agree to an appeasement compensation for the amount sought ($480)
Initial Consumer Rebuttal /* (3000, 12, 2016/12/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much *** for taking the time to review my case and for agreeing to my desired resolution, it is much appreciated
Could you please email me at my email address on account to provide me confirmation on the agreed upon resolution and then also provide me details on how you will be refunding me?
Thanks again!
Final Consumer Response /* (2000, 18, 2017/02/08) */
The refund has been received and no further action is necessary

Initial Business Response /* (1000, 5, 2018/04/07) */
This offer was intended for another person that we discovered shares the same email account as the person lodging this complaint
This was explained in detail and our apologies were offered that only the person the offer was designated for
is eligible to redeem the offer
A discounted room was offered in compromiseThe complainant has asked us to discontinue sending her our marketing collateral which we will honor
Initial Consumer Rebuttal /* (2000, 7, 2018/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just don't agree with the way it was handledIf it was for my brother it would have had his name and passport number not my name and passport numberSo, therefore I accept the responseI know networking is one of the best way of marketingSo, I will let my *** employees and co-workersknowHow this was handled by Peppermill Casino Marketing Department
Thanks,
***

Initial Business Response /* (1000, 5, 2015/12/16) */
Dear [redacted]:
Please allow me to apologize for the inconvenience you experienced due to being charged for the mini bar items in the room. We have authorized a credit of $242.59 back to your account for this correction.
[redacted], we...

appreciate your patronage of the Peppermill Reno and look forward to the opportunity of serving you on future trips to the Reno area. If my office can be of any assistance, please don't hesitate to contact me.
Sincerely,
[redacted] - Assistant Hotel Director
Initial Consumer Rebuttal /* (2000, 7, 2015/12/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Returning my funds is what I asked for, I am fine with their response.

Initial Business Response /* (1000, 5, 2016/05/09) */
Contact Name and Title: [redacted] AGM
Contact Phone: 775-689-7176
Contact Email: [redacted]
Unfortunately the decision was one which resided with the guest and Nevada Gaming Commission.
I would be more then happy to speak...

with Mr. King to see how we can assist him in returning to the Peppermill.
Best Regards
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except the response of the Peppermill, as long as they carry thru with what they said.

Initial Business Response /* (1000, 5, 2017/02/17) */
Thank you for your time on the phone today. As we discussed, your compensation package to replace your items is on the way to you.
We apologize again for this incident and hope that you will visit us again soon.
Initial Consumer Rebuttal...

/* (2000, 7, 2017/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Peppermill has been in contact with myself and my significant other regarding this matter we both are happy with the outcome and compensation that we've been reimbursed, I will ask that Tisa complaint be removed and resolved thanks.

Initial Business Response /* (1000, 6, 2015/06/22) */
Contact Name and Title: [redacted] Dir of F&B
Contact Phone: 775-[redacted]
Contact Email: [redacted]@peppermillreno.com
Mr. [redacted],
We are sincerely apologetic for any inconvenience that you experienced on your last visit with us at...

Biscottis. I am sorry to hear that you did not get the service that you deserve. We appreciate you as a guest. After looking into the details of your reservation, I see that you are a frequent visitor to Biscottis and we appreciate that. I did address the issues that you had with the staff to make sure that we are accommodating all of our guests to the fullest. We hold a very high standard with our training procedures to ensure consistent procedures followed by our team members. We have a system in place that should be followed for all reservations, which includes asking all our guests if it is a special occasion so that we can make a notation of it at that time. If any guest has a special request, we would like nothing more than to honor that request and more. I did see that there was a slight miscommunication with which table you had requested. The section that you had asked for is frequently closed, especially at the tail end of the brunch when business slows down so the hostess did get confused and thought that you meant the other tables that were by the windows. I know that you were able to be sat where you originally wanted and I apologize for the confusion. I also wanted to let you know that we do have processes in place to make each special occasion extra special for our guests and we provide a complimentary dessert with all birthdays, but unfortunately we do not sing Happy Birthday due to the disturbance that it may occur for our other guests.
We would hope that you will accept this acknowledgement and apology and give us the opportunity to exceed your expectations in the future. We are thankful for the information and we will be investigating this issue immediately. I hope that if you have any other comments or concerns, you call me on my direct line at 775-[redacted] or email me at [redacted]@PeppermillReno.com.
Sincerely,
[redacted]
Director of Food and Beverage
Initial Consumer Rebuttal /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. We decided to try again for Fathers Day and your response came in after that date. I have to followup with a few questions, and if you can please answer them I will consider the matter closed.
1) Why did I have to ask for the help of the Revdex.com and you didn't answer me from the normal request card?
2) On our second visit last Sunday (June 21) the staff was great, and thank you for that. The server was very friendly and outgoing and I commend that.
3) When I called on Friday, June 19, to confirm our time they had no record of my reservation. I had made it two weeks prior but it was lost. Why?
4) Our reservation was at 2:30,and I specifically asked when I made it (the second time since the first had been lost) if that was going to be too late in the day for the buffet and was assured it wouldn't be a problem. At no time was I told that the buffet closed at 3:00 and we would only have a half hour to eat. And after this happened we were still charged full price.
I look forward to your response on this matter and thank you.
Final Business Response /* (4000, 10, 2015/07/03) */
Thank you so much for your response. I would like to address the last questions that you had asked.
First, I do apologize that your original inquiry was not addressed. I am not sure as to the exact reason that your inquiry was overlooked, I was away from the office during an extended period of time during the time of your original complaint. Every guest concern or feedback that I receive is very important and we do go through all of them. The concerns that you had are extremely important to us. I hope that if anytime you, or any of our guests, have a concern that you reach out to me or any other F&B manager through our operators. My direct line was also provided.
I am happy to hear that you had a good experience on your following visit. Thank you so much for the feedback.
I would have to look further into why your reservation was lost on the day that you called. If you could let me know which number that you called to make it, I can go back through the records. I would also suggest that you call and speak with a manager on any future reservations, or send me an email, since you have had some problems in the past.
In regards to closing the brunch at 3 (holidays are over at 3pm and normal Sundays are at 2pm), we do take reservations up until then and if we have guests eating, we keep the line going. However, our business subsides heavily towards the end of the brunch times and at the end we do a last call to make our guests aware that we will not be adding new product to the line. Usually, the buffet will stay open at least 30 minutes after we do the last call. If we do not do this, it can create issues for guests inquiring as to why there is not enough food on the line. I am sorry for any confusion on these procedures, but that is the norm.
Mr. [redacted], please feel free to contact me personally with any comments or concerns that you may have. We strive for the most efficient guest service possible and appreciate the feedback that you were able to provide. We always want to make sure that the guests have a positive experience. I have communicated this to the management team so that we can work on these issues. I hope that on your next visit we can exceed your expectations and look forward to seeing you in the future.
Sincerely,
[redacted]
Director of Foof and Beverage

Initial Business Response /* (1000, 5, 2016/12/12) */
Thank you for your feedback on your recent visit with us. I appreciate your time in letting us know how your experience was. I am very disappointed to hear that your experience was not up to standard and did not reflect the level of service that...

you have come to expect from your last few visits. I am going to be investigating the concerns that you have brought to our attention. I will make sure that the management team and staff is aware and that we are always putting the guest first.
We pride ourselves for the level of service that we provide and hope that you give us another opportunity to show that.
Sincerely,
[redacted]
Director of Food and Beverage
Initial Consumer Rebuttal /* (3000, 7, 2016/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand, and am very glad that you will be enforcing this with your management team. But are we going to be seeing any form of reimbursement, or a voucher to return again? My mom spent around ~60 to be treated like utter garbage. I don't entirely see that as fair.
Final Business Response /* (4000, 9, 2016/12/16) */
Thank you for your quick response. After further investigating these concerns, I would appreciate if you could call me at your earliest convenience to get a bit more information and discuss a possible refund.
Sincerely,
[redacted]
Director of Food and Beverage
Peppermill Resort Spa Casino
2707 S. Virginia St
Reno, NV 89502
Direct [redacted]
Email - [redacted]

Initial Business Response /* (1000, 5, 2017/05/31) */
Contact Name and Title: [redacted] Dir of Risk Mgt
Contact Phone: [redacted]
Contact Email: [redacted]
On April 18, 2017 hotel guest reported his firearm was missing after his luggage was delivered to his hotel room. Guest...

searched his vehicle and was unable to locate the reported missing item. A review of the surveillance was completed and we have advised the guest that that he is seen arriving, unloading numerous items from his vehicle's trunk onto a bell cart. An employee then takes the bell cart and delivers all items to the hotel room. Nothing is seen falling off of the cart or being removed from the cart at anytime. The bell employee then returns to the storage area with an empty cart. We advised the guest, in writing, on April 25 of the outcome of our investigation. We advised that the most that could be reimbursed was $250.00 for any loss to checked baggage. We requested proof of ownership for the firearm and to this date none has been provided.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not Received any information about my missing fire arm from the hotel resort Peppermill. I've been waiting all this time. I received a phone call from a Peppermill supervisor on May 29, 2017 because I had put a Bad report on yelp and he then told me he didn't know or Heard anything about it. He wanted me to take down the bad report I told him I would take it down until my situation was fixed . I haven't received any paperwork on Mail or my email at all... i'm willing to provide proof of ownership in the police report I made that day. I wouldn't report a gun missing to the police department if it wasn't mine .
Final Consumer Response /* (4200, 11, 2017/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'll wait to receive the paperwork on mail then we'll go on from there... I received an email from Peppermill telling me to send ownership papers so I can get 250$ Reimbursement. I'll send the ownership papers but I'm not satisfied with 250$ when my firearm was around 650$ and it was only taken to the range twice... brand new... I'll send the firearm ownership papers asap...
Final Business Response /* (4000, 13, 2017/06/06) */
We received proof of ownership via email today. Payment of $250.00 has been mailed. Although our investigation did not reveal that any property was removed from the bell cart we have agreed to provide reimbursement as the bell contract advises hotel assumes no liability in any sum exceeding Two Hundred Fifty Dollars for loss or damage. In addition, if at some point guest would like to return back to the hotel we will provide a complimentary two night hotel stay subject to availability. Reservations would be required in advance.