A and A Limousine Company

Date: 8-22-14Dear Ladies and Gentleman of the Revdex.com: A&A Limousine Service fully defends itself in the above mentioned matter due to the lack of validity and truth in the complaintHowever, we also would like to resolve this complaint in an agreeable fashion for both parties involvedWe will explain in FACT detail only our side of the story as we all know there are always two sides to every story.On 6-14-we had a reservation (not contract) from [redacted] renting a [redacted] limousine for a hour periodDue to traffic concerns beyond our control from a previous run, the driver called the customer and spoke to him about the pick time and it was moved to 3pmOnce enroute to the pick up location, a mechanical problem developed with the vehicleAfter diagnosing the problem, we were aware that the vehicle could not continue the tripA phone call was made to the manager who then in turn called the customer right away to discuss what was taking placeA phone call took place between the manager and the customer and it was agreed upon between both parties that another type of vehicle was being sent and that the pick up time was set for 4pm and $was to be refunded due to the late pick up and change in vehicle and the customer was told they could keep the vehicle out as long as they wanted due to the problemI apologized several times for what had happenedThe call ended on a pleasant noteApproximately minutes later I receieved a call back from [redacted] regarding the trip againThe call was immediately aggressive in nature and [redacted] was talking to me in a very dictating manner demanding how this could have happened and why we didn’t do things differently and so onI was quite shocked because it didn’t sound like the same person I spoke to minutes priorI was threatened that he would be calling Monday morning to settle thisI tried apologizing over and over for what took place and he kept talking over me until I finally got his attention when I told him that we would cancel his trip if he continuedActing like he was running our business?? At that point, we would have normally cancelled the trip and given a full refundHowever, the trip was kept on even though we were apprehensive about it because we know what people do to vehicles when they are not happyThe driver arrived and the trip took place with no additional phone calls being made that nightOnce the vehicle arrived back at our garage it was inspected by the night supervisor according to policy and was found to be in an awful stateVomit was all over the seats and floor and the bathroom areaIt was horrible to say the least!! Trash was about the vehicle from front to backThey overflowed the toilet which spilled onto the floorTotal disarray! [redacted] signed the trip ticket for the evening which clearly states about damage to vehicle and what the charges areI have enclosed a copy for you your reviewI’m not sure why the phone calls and discussions were made about the condition of the vehicleThe customer was well aware of our policyThe choice was made by our management not to charge for the damage and condition of the vehicleThis decision was made because of the problem with the start of the trip(change of vehicle and late pick up) We refunded $to the customer the same afternoon when the original vehicle was late and broke downI have submitted documentation regarding the refund and also a note on the record about the [redacted] breaking down with the exact time and date of the entryAlso, I gave an ADDITIONAL REFUND today of $at the request of the customerThis totals $being refunded on the tripI am also enclosing a gift certificate in the amount of $to be used towards future servicePlease forward onto the customerI would think that this shows that we do care about what happened and are remorseful and want to keep customers happyI have enclosed proof of the refunds (see the payment page in the highlighted area) and also the documentation on the rental record stating about the breakdown and also the condition of the vehicle upon returnIn closing, the Revdex.com is well aware what type of company A&A Limousine Service isWe have an outstanding rating with them and would like to keep it that wayWe care about our customers and their needs and do our best to be an outstanding transportation companyWe have been selected the #limo service for the last several years in the [redacted] and take much pride in thatA&A Limousine considers this case to be resolved as we fulfilled the customers desired outcome and went another step further with the certificate for the customerBryan B Manager – A&A Limousine Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I appreciate the additional refund of $163.62, which was the charge for gratuity However, I would like to go on record to refute a majority of the claims made by A and A Limousine Service
First of all, I was contacted at 2:02PM by driver alerting me that due to traffic on Rt ** he would not be able to keep our original pickup time of 2:30pm and that the pickup time would be postponed to 3:30PM The pickup location was ***, PA, which is located north of ***, PA where A and A Limousine is located Rt ** is south of ***/***, PA My point being, that not only was the driver delayed in traffic, but was significantly far away from our location I fully understand that unexpected traffic issues are by nature unpredictable and "beyond control." However, I would have hoped that a limousine service would have allowed for ample time between scheduled trips with the same driver, in order to accommodate for the potential for traffic issues; and thus be able to uphold reservations at the scheduled time
Secondly, I completely disagree with the nature of the phone conversations that took place Our trip was to Philadelphia on a Saturday afternoon We had hoped to leave at 2:30pm in order to avoid heavy traffic around the Philadelphia area during rush hour As you can imagine, leaving the ***, PA area around 4pm, significantly delayed our trip, beyond just the and 1/hour delay from pickup time of 2:30pm, due to predictable traffic A and A Limousine's hourly rate, for our trip was $125/hour Therefore, by granting me a $refund, A and A Limousine was essentially not charging me for hours of service, which I did not receive Or service that would have been unnecessary had we departed at 2:30pm as scheduled It is true that I was told we could "keep the vehicle out as long as wanted" however we had already reserved this vehicle until 2am, and were charged until this time We did not desire to keep this vehicle any longer No additional accommodations were made due to change of vehicle and extreme inconvenience of change in departure time
I did contact A and A Limousine again via phone and did ask for an explanation as to why these events occurred I certainly was not happy, but I was in no way "aggressive." I did speak with Bryan Beale via phone Throughout th second conversation I did not receive any apologies for A and A Limousine's shortcomings Instead, our conversation was quite the contrary While explaining my grievances Bryan stated "Let me stop you dead in your tracks." When I questioned this statement, Bryan responded "well not you, I meant your mouth," as if this were any better Additionally, Bryan also stated "I don't know what you're trying to get out of this but you are barking up the wrong tree." I asked if I would be able to speak with the owner and Bryan responded "sure, but good luck trying to find him on a weekend." Eventually, Bryan became frustrated with this conversation when I stated I would just call on Monday to further discuss these issues At which point he threatened to end our trip, stating "I am not going to send out a trip on Saturday that is going to be a problem on Monday." Let me reiterate that this reservation was for a bachelor party We had many friends travel great distances, we had an evening planned full of events and other reservations, some of which we were unable to keep due to the delay Therefore, canceling this trip was not a possibility for us At this point, I basically had to apologize to Bryan that I had even called to question the delay and change of vehicles, in order to continue on with our tripThe vehicle did arrive at 4pm and the driver did provide excellent service I would also like to note, that we did tip the driver because we felt he was not at fault with the delay and change of vehicles
I attempted to contact the owner of A and A Limousine approximately times the following week and was told that they were unsure when the owner would be at the place of business and able to take my call I declined to speak with manager Bryan again Instead I finally spoke with the other manager, also the owner's daughter and Bryan's wife This conversation was very courteous, however when I explained how I was treated during our second conversation and provided the specific things Bryan said to me, the manager only offered "I know Bryan can be sort of a loud mouth."
In closing, as Bryan notes in his response, my party had a "reservation" for their services I would like to pose the question, what if you were to place reservations at a restaurant a month in advance Then on the day of the reservation, you were told that the restaurant would only be available approximately 1/hours later than the agreed upon time and they would be providing a completely different type of food In this hypothetical situation, I feel most people would look elsewhere for restaurant reservations Unfortunately, most limousine transportation must be arranged in advance, so to switch to another limousine service after these inconveniences was not a feasible option for our party It is my personal opinion that A and A Limousine service was aware of these limitations and therefore had no interest in providing satisfactory customer service, knowing our party would continue with the trip regardless of the conditions Our evening was significantly impacted by these circumstances and unfortunately we will not get another opportunity to repeat our eventI would like to restate, that I am very satisfied by both the refunded gratuity charge and the additional gift certificate offered by A and A Limousine service I also appreciate their timely response to my complaint, but am regretful that these measures were necessary to arrive at this outcome.
Regards,
*** ***

Date: 8-22-14Dear Ladies and Gentleman of the Revdex.com:
A&A Limousine Service fully defends itself in the above mentioned matter due to the lack of validity and truth in the complaint. However, we also would like to resolve this...

complaint in an agreeable fashion for both parties involved. We will explain in FACT detail only our side of the story as we all know there are always two sides to every story.On 6-14-14 we had a reservation (not contract) from [redacted] renting a [redacted] limousine for a 12 hour period. Due to traffic concerns beyond our control from a previous run, the driver called the customer and spoke to him about the pick time and it was moved to 3pm. Once enroute to the pick up location, a mechanical problem developed with the vehicle. After diagnosing the problem, we were aware that the vehicle could not continue the trip.
A phone call was made to the manager who then in turn called the customer right away to discuss what was taking place. A phone call took place between the manager and the customer and it was agreed upon between both parties that another type of vehicle was being sent and that the pick up time was set for 4pm and $250.00 was to be refunded due to the late pick up and change in vehicle and the customer was told they could keep the vehicle out as long as they wanted due to the problem. I apologized several times for what had happened. The call ended on a pleasant note.
Approximately 30 minutes later I receieved a call back from [redacted] regarding the trip again. The call was immediately aggressive in nature and [redacted] was talking to me in a very dictating manner demanding how this could have happened and why we didn’t do things differently and so on. I was quite shocked because it didn’t sound like the same person I spoke to 30 minutes prior. I was threatened that he would be calling Monday morning to settle this. I tried apologizing over and over for what took place and he kept talking over me until I finally got his attention when I told him that we would cancel his trip if he continued. Acting like he was running our business?? At that point, we would have normally cancelled the trip and given a full refund. However, the trip was kept on even though we were apprehensive about it because we know what people do to vehicles when they are not happy.
The driver arrived and the trip took place with no additional phone calls being made that night. Once the vehicle arrived back at our garage it was inspected by the night supervisor according to policy and was found to be in an awful state. Vomit was all over the seats and floor and the bathroom area. It was horrible to say the least!! Trash was about the vehicle from front to back. They overflowed the toilet which spilled onto the floor. Total disarray! [redacted] signed the trip ticket for the evening which clearly states about damage to vehicle and what the charges are. I have enclosed a copy for you your review. I’m not sure why the phone calls and discussions were made about the condition of the vehicle. The customer was well aware of our policy. The choice was made by our management not to charge for the damage and condition of the vehicle. This decision was made because of the problem with the start of the trip. (change of vehicle and late pick up)
We refunded $250.00 to the customer the same afternoon when the original vehicle was late and broke down. I have submitted documentation regarding the refund and also a note on the record about the [redacted] breaking down with the exact time and date of the entry. Also, I gave an ADDITIONAL REFUND today of $163.62 at the request of the customer. This totals $413.62 being refunded on the trip. I am also enclosing a gift certificate in the amount of $150.00 to be used towards future service. Please forward onto the customer. I would think that this shows that we do care about what happened and are remorseful and want to keep customers happy.
I have enclosed proof of the refunds (see the payment page in the highlighted area) and also the documentation on the rental record stating about the breakdown and also the condition of the vehicle upon return.
In closing, the Revdex.com is well aware what type of company A&A Limousine Service is. We have an outstanding rating with them and would like to keep it that way. We care about our customers and their needs and do our best to be an outstanding transportation company. We have been selected the #1 limo service for the last several years in the [redacted] and take much pride in that. A&A Limousine considers this case to be resolved as we fulfilled the customers desired outcome and went another step further with the certificate for the customer.
Bryan B Manager – A&A Limousine Service

Review: I had chosen A and A Limousine Service for a bachelor party based upon the recommendations of a few friends. I scheduled a reservation for a party shuttle on May 7 2014 for transportation for a bachelor party on 6/14/2014. I was contacted minutes after completing the reservation by the office secretary, stating the party shuttle would not be available at that time/date. Instead they would have a 24 passenger shuttle available at 4pm. I thanked them and explained that this vehicle would not suit our needs. Then the secretary stated there would be a stretch [redacted] available at 2:30pm, which I then reserved. We were supposed to get picked up at 2:30pm. I received a call at 2pm from the driver stating he was stuck in traffic and would not arrive until at least 3pm. The driver was still stuck on a road after finishing a previous trip, had not yet arrived to pick up our stretch [redacted] . I then received a call at 3pm from Brian the manager stating a belt blew on the stretch [redacted] and they would provide a 24 passenger shuttle (for our party of 10) at 4pm, or he would refund our money and we could reschedule.

After calling up and changing our reservations for the evening, I called Brian back. Brian stated we would get refunded $250 dollars, the equivalent of 2 hours service (which we did not receive) however became instantly aggressive when I asked for an explanation. He initially stated, "I don't know what you hope to get out of calling back but you are barking up the wrong tree." I asked for what the cost would have been originally for the 24 passenger shuttle for this time period, Brian responded that he did not have that information nor could he look it up because he was busy. He then stated “let me stop you dead in your tracks" when I requested additional information with regards to vehicle/pickup time change. When I asked him to repeat what he had said he replied “I didn’t mean you I meant your mouth.” I asked to speak with the owner and Brian replied "Good luck trying to find him on a weekend." He then said he “that’s it I’m done listening to your mouth, I’m calling the driver” meaning he was going to tell him to return thus canceling our trip because “I’m not going to send a trip out Saturday which will be a problem on Monday.” I then pleaded him to keep our trip scheduled and we proceeded with our bachelor party.

I was notified by the driver that Brian is a co-manager with Tara his wife, who is the daughter of the owner. I attempted to contact the owner several times the next week, however was told that the owner is not very involved in the business and I may not be able to reach him. I then agreed to speak with Tara, the other manager, who was courteous but unyielding. I explained the way I was treated by Brian. Tara stated “Believe me I work with him, I know that Brian can have a loud mouth,” but offered no further apologies, explanation for the service I received, or guarantee that these actions would be addressed. I asked about not getting the vehicle I had reserved. Tara replied that I was lucky I got a replacement vehicle at all, that most limo companies would just have refunded my money outright.

Tara asked what I hoped to get out of this call. She stated we already received a $250 refund, plus an additional $500. I asked what she meant by $500 and she explained that the 24 passenger shuttle was returned is such a filthy state that it required excessive cleaning. However, her father (the owner who I was unable to speak with) felt so bad about what had happened to us, he had waived the fee. Unfortunately, the office secretary, when scheduling this trip explained that if the vehicle required excessive cleaning it would cost an additional $300. I asked about this $200 discrepancy and Tara explained that the vehicle was so filthy that it justified $500. She cited the bathroom as being exceptionally disgusting, when I replied with the fact that the bathroom gauge read full on departure Tara replied I was mistaken it was actually empty, and that the gauge must have been broken. I asked if they had taken pictures of this “filth” in order to justify and additional $200 charge, and she replied that they do not take pictures of filth.

I asked if there was anyway I could discuss this situation with the owner. Tara replied that she could try to talk with her father, but in that case the $500 cleaning fee would have to be reinstated immediately and billed to my credit card

I don’t believe that the stretch [redacted] I had scheduled was ever available on that day/time. Instead they had planned to schedule me, then give me a 24 passenger shuttle, which I did not want or need at a time that I had already told them was not suitable. However, this is speculation and I have no proof. We had to completely reschedule our evening of events and missed a good portion of the activities we had intended. I was most appalled by this company’s unwillingness to show even a hint of remorse in the fact that they had completely broken our agreement. My receipt was for a stretch [redacted] to be picked up at 2:30pm. Instead I received a different vehicle at 4pm, a refund for 2 hours of service I did not get, and was insulted. When I tried to resolve issue was basically told I should be happy they were not adding an additional $500 charge, for which they had no proof and was greater than the $300 charge I had previously agreed to for excessive cleaning.Desired Settlement: I received a $250 refund, which equates to A and A not charging me for 2 hours of service I did not receive. My receipt was for a stretch [redacted] with a pickup time of 2:30pm, I did not receive this service due to improper planning on the part of A and A Limousine Company. Our destination was to Philadelphia, and moving the departure time from 2:30pm to 4pm on a Saturday afternoon, gave us much less time to enjoy our evening because we were stuck in more significant traffic. Additionally, due to the delayed pickup, we were forced to cancel many plans we had for the evening and not partake in a number of activities we had scheduled. Due to this added inconvenience I would like a refund in addition to just refunding $250 for services we did not receive. I appreciate and will accept the waiving of the excessive cleaning as this refund if proof can be given that the shuttle required excessive cleaning. Additionally, I am requesting explanation as to why the charge for excessive cleaning was $200 greater than the previously agreed upon amount of $500.

Business

Response:

Date: 8-22-14Dear Ladies and Gentleman of the Revdex.com:A&A Limousine Service fully defends itself in the above mentioned matter due to the lack of validity and truth in the complaint. However, we also would like to resolve this complaint in an agreeable fashion for both parties involved. We will explain in FACT detail only our side of the story as we all know there are always two sides to every story.On 6-14-14 we had a reservation (not contract) from [redacted] renting a [redacted] limousine for a 12 hour period. Due to traffic concerns beyond our control from a previous run, the driver called the customer and spoke to him about the pick time and it was moved to 3pm. Once enroute to the pick up location, a mechanical problem developed with the vehicle. After diagnosing the problem, we were aware that the vehicle could not continue the trip.A phone call was made to the manager who then in turn called the customer right away to discuss what was taking place. A phone call took place between the manager and the customer and it was agreed upon between both parties that another type of vehicle was being sent and that the pick up time was set for 4pm and $250.00 was to be refunded due to the late pick up and change in vehicle and the customer was told they could keep the vehicle out as long as they wanted due to the problem. I apologized several times for what had happened. The call ended on a pleasant note.Approximately 30 minutes later I receieved a call back from [redacted] regarding the trip again. The call was immediately aggressive in nature and [redacted] was talking to me in a very dictating manner demanding how this could have happened and why we didn’t do things differently and so on. I was quite shocked because it didn’t sound like the same person I spoke to 30 minutes prior. I was threatened that he would be calling Monday morning to settle this. I tried apologizing over and over for what took place and he kept talking over me until I finally got his attention when I told him that we would cancel his trip if he continued. Acting like he was running our business?? At that point, we would have normally cancelled the trip and given a full refund. However, the trip was kept on even though we were apprehensive about it because we know what people do to vehicles when they are not happy.The driver arrived and the trip took place with no additional phone calls being made that night. Once the vehicle arrived back at our garage it was inspected by the night supervisor according to policy and was found to be in an awful state. Vomit was all over the seats and floor and the bathroom area. It was horrible to say the least!! Trash was about the vehicle from front to back. They overflowed the toilet which spilled onto the floor. Total disarray! [redacted] signed the trip ticket for the evening which clearly states about damage to vehicle and what the charges are. I have enclosed a copy for you your review. I’m not sure why the phone calls and discussions were made about the condition of the vehicle. The customer was well aware of our policy. The choice was made by our management not to charge for the damage and condition of the vehicle. This decision was made because of the problem with the start of the trip. (change of vehicle and late pick up)We refunded $250.00 to the customer the same afternoon when the original vehicle was late and broke down. I have submitted documentation regarding the refund and also a note on the record about the [redacted] breaking down with the exact time and date of the entry. Also, I gave an ADDITIONAL REFUND today of $163.62 at the request of the customer. This totals $413.62 being refunded on the trip. I am also enclosing a gift certificate in the amount of $150.00 to be used towards future service. Please forward onto the customer. I would think that this shows that we do care about what happened and are remorseful and want to keep customers happy.I have enclosed proof of the refunds (see the payment page in the highlighted area) and also the documentation on the rental record stating about the breakdown and also the condition of the vehicle upon return.In closing, the Revdex.com is well aware what type of company A&A Limousine Service is. We have an outstanding rating with them and would like to keep it that way. We care about our customers and their needs and do our best to be an outstanding transportation company. We have been selected the #1 limo service for the last several years in the [redacted] and take much pride in that. A&A Limousine considers this case to be resolved as we fulfilled the customers desired outcome and went another step further with the certificate for the customer.Bryan B Manager – A&A Limousine Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the additional refund of $163.62, which was the charge for gratuity. However, I would like to go on record to refute a majority of the claims made by A and A Limousine Service.