United Limousine & Charter Inc

Customer is stating they ordered a party bus when they in fact we specifically told them we were sold out of party buses and all we had were Luxury Shuttle Coaches which were brand new available. He agreed, and our representative *** charged him for this bus, and emailed him a contract
stating this was the bus he was getting. Classic case of Hearsay, only the thing was we never even charged him for a party bus in the first place. A party bus would have been more, and we were sold out to begin with and our representative *** informed him that this was the case. Again, hearsay. The only thing that isn't hearsay is the contract, which we sent to the customer and doesn't state that he ordered a party bus anywhere on it. Our dispatchers, just to try and appease him that day, offered to exchange the bus for him which they did and juggled the schedule around just to take care of him that day and get him a party bus, at no extra cost which there should have been an additional charge for the party bus usage. We have relied on the contract, which was sent to him, and fulfilled the order 110%

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
AThe bus did not arrive at 3:PM. The bus arrived after 3PM as the group was waiting outside, the bus was down the street not at the correct address, I request to verify the accuracy of the "GPS" and time. BThe terms and conditions were only provided when the bus arrived not provided prior (i.ewhen the reservation) was made to give ample time to review the terms and conditionsCyes, the refund of $was provided from the credit card company after they stated, the limousine company did not provide the necessary informationDThe customer service of the limo company stated they had that documentation and take it up with the credit card company. Ethe customer service of the limo company also stated the $fee was for excessive clean up, so stories must have been mixed up.
Regards,
*** ***

Reservation was scheduled for a 3:pm pick-up: Vehicle GPS report shows vehicle arrival time to be 3:pm at the designated pilocationWhen there are special instructions for a pick-up, those instructions are given to our office prior to dispatchingThere were no special
instructions provided by the client to our office, this appeared to be a basic piand drop-off service
Contract signed at pilocation: The client was provided with the Terms & Conditions when the vehicle arrived, the Terms & Conditions were accepted by the client by signing
$charge after a couple of days after the service: The $charge was for wait time as indicated on the Terms & Conditions, the charge should be $based on the Terms & Conditions not $This was explained to the client over the phone when the charge was questionedThe Terms & Conditions state that on piand drop-off service there is a grace period of minutes, after minutes charges begin to accrue based on the size of the vehicleThe vehicle didn’t depart the pilocation until 3:pm (vehicle GPS report), minutes after the grace period not minutes as stated by the client
Customer Service representative requested that it be taken up with the credit card company: This comment is not guidance that would be provided by any of our staff members, it would be a comment suggested by a client after refusing to pay for a serviceOur staff members have been questioned, no one recalls any such guidance provided to the client
American Express has refunded the client $50, the client stated this over the phone to one of our staff membersThe refund has been confirmed, our records indicate that $have been refunded to the clientAlthough we have the supporting documentation to reverse this action taken by American Express, we decided to allow that refund to remain in placeWe only ask that the client search elsewhere for limousine service, we would like to avoid any future disputes as the client is not willing to pay for all services rendered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response isn't accurate at allThey admitted to miss taking my order and the day of reservation they never advise they were sold outWhen I spoke to Mr Diaz the following Monday, he also admitted to the mistake by the companyHe agreed to reimbursing hours as accomation for the mistakeI have all records
Regards,
*** ** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Once again, we have settled this complaint with our customer, the ***s. They are the ones who booked our service and signed our service agreement. A refund has been authorized for the drivers poor service and any lost time. Anyone besides them that were allowed to ride in the vehicle had to sign a parental authorization form, which gave them permission to ride in our vehicle booked on behalf of the ***s. This form went over our strict alcohol and drug policies while in the limo. We only have one contract on file with the ***s, who are our clients. We have issued a credit to them already

We will refund this customer $200 only because this is a waste of our time, not to admit any wrongdoing.  He ordered a shuttle bus, was charged for a shuttle bus, his confirmation that was sent to him states as such.  What was said over the phone is complete hearsay.   We can not confirm nor deny what was said either way, all we have is the order that was written up and emailed to this customer which states the bus he ordered.  Our sales rep he dealt with sales these buses all day long and claims he was clear over the phone exactly what was showing up, and this customer apparently didn't understand which resulted in some sort of miscommunication.  Further, he would have been charged MUCH more if a party bus showed up, if what he's saying is true in his claim that he actually ordered a party bus in the first place.  He would have been looking at a $1,000 bill not $700, which is what he paid for a shuttle bus, a very nice shuttle bus which was brand new.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
     First, the [redacted]s were not your only customer. My daughter and I signed a contract/waiver with your company. There would not have been a booking without all 18 students coming together and requesting your services. I wrote you an email message and called you more than once and you did not have the decency to respond to me. Second, I will reiterate… it was the driver's male friend, not the driver, who told the school security guards he smelled alcohol on the students. And third, it was an hour of the students' Prom Event time that was lost, not the bus ride. I do not know the dollar amount refunded to the [redacted]s and I shouldn't have to ask. A direct call or email message would have provided that information. Customer Service is crucial to the reputation of a company. I am surprised at the service I have received or should I say, lack of.   
Regards,
[redacted]

Pursuant to the customers request, the $50 "excess cleanup" has been refunded.  We have changed our policy internally for the next time this happens that our drivers must get an "authorized signature from the client" and Photos must be taken as proof the next time customers "trash our vehicles."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
That was false! When I spoke to [redacted] before and after the reservation he admitted to the the wrong doing of the order. Also, was confirmed by mr diaz the the order wasn't notated correctly by the company Representives. I lost my deposit at the winery Restaurant of $100 dollars because the correct bus wasn't delivered until 11:45am. Almost 2 hours later than scheduled time. The total per hour was $116.00 per hour so I would like $232.00 dollars and also they should refund my $100.00 dollar deposit I lost as my deposit for not attending my restaurant reservations. 
Regards,
[redacted]

Please note that the desired outcome you asked for was:  "$22.50 per 16 students for the hour lost of the 4 hour Prom and the $40 tip wrongly accepted by the driver. A total of $220." 
Please know that we (ULC) have refunded even more than this already to the customer, Ms. [redacted].  Please contact Ms. [redacted] who is the customer who booked limo that day and signed the contract.  A check from ULC was sent directly to her. and was more than even you asked for here in this complaint.

Hello [redacted],
First, I would like to offer an apology for any inconvenience you have suffered. I've searched our system by First and Last name, phone number and email address, your name doesn't appear in our system as a client. Please provide a client number which can be located on the terms...

& conditions that were signed by you, then I call begin my review. You can also contact me via email at [redacted] or call me at 714-243-7108 ext. [redacted]. I'm always here to assist our clients.

This complaint has been handled directly with the customer who booked this reservation with ULC who is [redacted] and [redacted].  We have agreed that due to the time lost a refund was warranted due to the driver claiming she smelled alcohol on the kids breath.  In addition, the...

drivers has been terminated and her full tip for this run is being refunded to the customer.  We apologize for this inconvenience.  We had sent an email to the customer on May 23rd regarding this incident in regards to the refund but I guess it was not received on their side.

I would also like restitution for the 16 students who lost one hour of their Prom being humiliated and breath tested, a $22.50 cost each, and the $40 tip the driver was given.
Pursuant to our contract we have with our customer, Ms. [redacted], we have refunded more than this amount directly to her.  The 16 students who were riding in this bus on behalf of Ms [redacted] need to talk to Ms [redacted] since the refund was sent to her directly, including the drivers tip of $40.00.  If this person who was riding in the bus also would like anything else in addition to this refund, please let us know.    Further, our drivers have every right to ask the school to test kids for alcohol if they suspect drinking might be an issue during prom nights.  Thankfully, no alcohol was found on the bus.  This is a standard procedure for school dances where many times students may have brought alcohol in the vehicle.

Good Morning,I am writing to inform you that the ULC Limo company phoned and resolved the situation we had with their company and all is good.I would like to thank you for helping me able to speak with a representative with the company as I tried many times myself.If there are any other questions or if there is anything I need to do please contact me at [redacted] Thank you again, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]:
 
Sadly, you do not understand the importance of "Good" customer service. After reading that you had reimbursed the [redacted]'s for the lost time at the Prom and for the tip the driver took, all that was desired was a simple "I am sorry" to me, because I too was your client. I paid $65 into that bus ride for my daughter to have a safe ride to the Prom. The full pleasure of what that night was supposed to be can never be recovered for my daughter. Rest assured that I, as a customer, will NEVER call on ULC Limos for your services. You lost a future client. If you care.
Regards,
[redacted]