Revdex.com:
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 have spoken to the customer service manager which I believe his name is [redacted]. We came across an agreement that he would refund me half of what I paid which is $190. I am satisfied with our agreement as long as it is followed through with. There is no other action required.
Regards,
[redacted]
On, March 7th, 2016 Ms. [redacted] booked a limousine for Saturday May 14th, 2016. She reserved a Super Stretch Lincoln Town Car, a 4 hour split for her son’s prom. The cost was $640 plus the tax. She placed a $200 deposit on her Visa #[redacted]. She reviewed, signed and return the contract (attached). On...
April 27, we left a message to confirm the details. On May 2nd, we left a message to confirm the details. On May 6th, she called us to confirm the details. She didn’t have all of the details and we told her to please call back with them. We needed an exact pickup address (not just the street), the itinerary before prom. Where the prom was, start and end time. The itinerary for after prom and then final drop off. On May 9th, she called back with the details. At this time, she wanted to pick the students up, then go back and get her, as she wanted to use the limo and then at 11pm, pick the students up from prom and then drop them off at the high school. The way proms are booked and as per Ms. [redacted]’s contract, she booked a 4 hour split. That gives the students 4 hours to split around the prom. The only time that we do not count is the time that they are in the prom. So we split the time once (around the prom). As Ms. [redacted] has requested a 6pm pickup, take the students to prom, which starts at 7pm, they would have used one hour. Then at 11pm, pick the students up after prom, take them to the high school, where the school will then transport them to the after party. As the time starts once we pickup from prom, and based on what they are using before prom, the students would have three hours to use. Based on this itinerary we would need to pick the students up at 1:30am from the after party to take them home, to stay within the time that they reserved. Ms. [redacted] said that picking them up at 1:30am was ridiculous and that instead she would use the limo, and then we can get the students at 11pm from prom and just drop them off at the school. We do not let any parents and friends use the limo while the students are in prom. Ms. [redacted] has 6 students in the limo, which means 12+ parents and friends. As there is no fair way to decides who can and can’t use the limo, we restrict prom limos to prom students. Not to mention it’s the safest way to insure nothing else gets into the limo or out. Also if we picked up the students at 6pm, and then came back to get Ms. [redacted] and her friends, the 4 hours would then stop at 10pm, leaving the students stranded at prom. We tried to explain this several times to Ms. [redacted] and even gave her several options. As we are adamant about not letting anyone else but prom students use the limo, and by not letting her and her friends use the limo, she told several representatives to shut their mouths and swore at 2 of them, when all they were doing was trying to help her confirm her reservation. She demanded the owners cell phone number and that if we didn’t let her use the limo, she would call the Revdex.com. We did get her confirmed. A 6pm pickup, take the students to prom. The prom is 15 minutes away; however, she has allotted one hour. They will then attend prom, be picked up at 11pm, then taken to the High School. The High School, will then transport the students to the after prom party. At 1:30am we will pick the students up and take them to the final drop off. As, Ms. [redacted], does not want to adjust the pickup time. The students will need to leave the after party early to arrive home by 2am, to stay within the 4 hours. Before we could even finish the conversation she hung up.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] reserved a limo bus on September 3rd, 2016, for a wedding on Saturday June 24th, 2017. She reserved a limo bus for 7 hours, for $1300 plus the gratuity. She signed the contract and accepted the terms. However recently she wanted to downsize the limo. We have honored her...
request (taken a loss for $800) amended her contract, downsized her limousine, adjusted her price and applied her deposit. Please let me know if you have any questions.
Re: [redacted] To Whom It May Concern: I’m writing in response to a complaint that was received on February 20th, 2016. I don’t understand why this is the first complaint and or correspondence regarding this reservation as the deposit for this...
reservation was made on March 9th, 2015 (not the 8th as Ms. [redacted] states), with the actual reservation was May 16th, 2015. As this was almost a year ago, I will give you a brief description of what happened and then I will attach the letter that was sent to the credit card company when Ms. [redacted] disputed the charges. Which she lost her dispute. Ms. [redacted] booked a limousine on March 9th, 2015 for daughter’s prom on May 16th, 2015. Her rate was $75/ per person which included everything, with a guarantee (minimum) of 16 people. Her pickup time was 6pm, with a 4 hour split. She put down a $400 deposit on a Discover #[redacted]. We then emailed her contract and credit card receipt. In speaking with her, as we went over the details, I made note of this as per our conversation: I def told her 6pm over, and over, so if and when she calls back, its 6pm for $75. Any more than that will be more money -cas Ms. [redacted] signed the contract on March 9th, 2015 (agreeing to the terms), signed the credit card authorization and faxed back both forms on March 13th, 2015. The week of May 5th, we called to confirm the details. At this time, we needed to re-confirm all of the details: times, headcount, pickup location, details before prom, after prom and a final drop off. On May 6th we spoke with her, to confirm the details. At this time, she demanded a 5pm pickup, as the prom was 6pm-11pm. However, she booked and was charged for a 6pm pickup. We let her know that we could accommodate her time however additional hours (stated in contract) prior to 6pm, are $500 per hour. The reason for the charge is that any time prior to 6pm cuts into our day bookings. When I booked this with Ms. [redacted], we went over and over this, enough that I noted her contract, I def told her 6pm over, and over, so if and when she calls back, its 6pm for $75. Any more than that will be $ $$-cas So now one week prior to prom, at the time of confirmation Ms. [redacted] states: ml 5/6 this is a HUGE problem that it is a 6pm PU, I would have not agreed to that when prom starts at 6pm! - I am sorry it does show I have signed docs from you that our start time is 6pm. - Well this sucks I can’t pay any more money I already am paying for a kid that isn’t going! I told her the office manager who she booked with will give her a call. TJ On May 7th, I called Ms. [redacted] back. We went over the same details: 05/07 she called back, wow, she basically me a liar in not so many words, she said that she never booked it at that time-cas So as Ms. [redacted] did not want to pay for the 5pm, on May 12th, 2015 we confirmed all the details. A 6pm pickup, at the [redacted] in Avon (which this was a different pickup then discussed prior). At this time, she confirmed 16 kids. The day of the prom, Ms. [redacted] called to reconfirm. At this time, she stated that she now had 18 people, so we adjusted her bill and she wanted to balance charged to her Discover #[redacted]. She is the one that added two people the day of. The driver arrived a few minutes past six and none of the kids were there to be picked up. As Ms. [redacted] booked a 6pm pickup, and the prom started at 6pm it seems like they had no intention of taking the limo to prom. The driver went to the prom location and waited for the kids. They departed the prom at 11:11pm and went Bowling. We then dropped them off at 1:21am. I have attached the driver’s log, which clearly states he has 18 people. A few things to correct Ms. [redacted] statements in her letter: - Ms. [redacted] states she booked the reservation on March 8th, 2015, please look at the bottom right of the contract, date booked March 9th, 2015, you can also see in the contract under date paid along with the credit card receipt, it’s dated March 9th, 2015. - At no time did we just list 6pm, just to list it. It was stated on the contract for a reason. - Ms. [redacted] states that we sent the documents to an old email address and this wasn’t rectified until March 30th? Please note that she signed the contract on March 9th, 2015 and she faxed it to us March 13th, 2015 In conclusion, Ms. [redacted] reserved a limo for prom. She booked a 6pm pickup and did not want to pay for an earlier pickup. The limo was sent as scheduled. As the kid’s prom started at 6pm, Ms. [redacted] took it upon herself to get the kids to prom. We provided service for what Ms. [redacted] contracted for (contract attached). I’ve also attached the credit card dispute, where Ms. [redacted] lost her dispute. If there is anything that I have missed or overlooked in the last year from Ms. [redacted] please advise, but receiving a complaint directed to the Revdex.com one year later seems outrageous. Please contact me if you have any questions. Sincerely, [redacted] E. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First I will address Ms. [redacted]'s statement that I lost my dispute through my credit card, wherein I had filed a dispute with them regarding this charge. I did in fact file the dispute and all communications with Discover were to be done through email. I have never received the defendant's response to my complaint through my credit card. Discover closed the complaint based on inaction due to the fact we didn't receive the letter via US Postal service. I wasn't looking for it either as all communication was to be via email. Discover admitted the error on their end and due to that error, they were going to attempt to reopen communication with the defendant on our behalf - but I knew since they already had the money that would be a pointless attempt and Discover advised it was purely a customer service point that they had no grounds as they had already released the funds. Since then, I have been in discussion with the other parents (there are several) on what to do with this situation and how to proceed when I finally came upon other complaints against the defendant and found the Revdex.com Site. Hence, my complaint now.First, when I refer to "booking the limo" on March 8, that date is when I spoke with Ms. [redacted] at S & S to get the ball rolling. Apparently I am using the wrong terminology. The email was received, to an old email address, on March 9, 2015. I have attached that email to show on March 9, 2015 I replied on March 9 at 7:53pm advising that I would fax the documents back the next day (I didn't have access to a fax machine until the 13th) and requesting to change my email address. Ignoring the email change request detail, Ms. [redacted] replied on March 10, 2015 at 12:23pm asking what date the reservation was for. I did not receive this reply until March 30, 2015 as it was AGAIN to the old email address which caused the next email communication from me on March 30, 2015 at 11:41am, using the old email, asking if they had received my documents because I had not gotten any confirmation. I again gave them my current email address to be used. She replied on March 30, 2015 at 12:44pm-AGAIN to the old email address AGAIN ignoring the request to use the current email address. Ms. [redacted]'s claim of noting "I def told her 6pm over and over, so if and when she calls back....." I wholeheartedly disagree with this statement. Whose question is she answering? We had a very friendly conversation, as I had never booked a prom limo before and didn't know what time prom began. I told her I knew dinner was included but that there had been talk that prom was starting at 5 or 6 but I wasn't sure. She was very cordial and helpful. She suggested putting 6pm in to "hold the date" and we could fix it later. I took her at her word. It was my understanding we could adjust the time later. On May 6, 2015 when S & S called requesting all of the details regarding after prom, I advised I didn't know they needed an itinerary, again advising that I've never booked a prom so this was new to me, and they said we emailed you the forms. So, I again, checked my old email and they had AGAIN sent them to the old email address. I told them I'd get back to them because I'd have to confer with 16 teenagers to figure out what their plan was. Ms. [redacted] advises in her response that she advised me that if we wanted an additional hour it would be $500 per hour. She actually advised me it would be another $20 per person (total of $320 for 16 people). Her statement that "I def told her..." seems to be an answer to someone's question, not a note on the initial contract. On May 12, 2015 I advised I would pay cash that evening as well as confirmed other details. We discussed the different pickup location during the May 7th telephone call-the new pickup location was actually several miles CLOSER to the destination. On May 16th, day of Prom, as I was counting signatures, I realized I had miscounted so called Ms. [redacted] that morning (we actually spoke a couple of times morning of prom) and advised I miscounted and we only had 16. She said, paraphrasing, "No problem, the driver will count them when they get in and we can adjust your credit card." I again took her at her word.On May 16th, I already noted in my original complaint the multiple conversations I had with her office that morning. The limo did NOT arrive "a few minutes" late it was a full 21 minutes late, 21 minutes after the contract time of pickup and 36 minutes after our verbal agreement. There were 3 additional witnesses to this fact, not counting their own driver who admitted he told Ms. [redacted] or "the office" he would be about 20 minutes late, not the 10 she told me on her "courtesy call" at 6pm.She is also inaccurate as to the after prom activities as the kids did NOT go bowling. When they arrived at the bowling alley it was close to closing and the kitchen was already closed. They in fact ended up going to a [redacted] Restaurant and then returned home. Ms [redacted] advises that the "drivers log clearly states he has 18 people" I do not know where the driver picked up 5 additional people as 3 people originally scheduled to be in the limo NEVER rode it to the after prom activity. I, along with several other parents were at Prom when the kids got into the limo (we wanted to be sure it showed up on time). Only those originally scheduled minus the 3 got in. At the end of the evening, myself and another parent walked out and met the limo at the road upon drop off after prom (to which the driver again profusely apologized for the pickup delay) and only 13 people got out of the limo. As I stated, two attendees left the prom before coronation and a third became ill and was driven home by private vehicle meaning only 13 people rode from prom to [redacted]. The drivers log appears to be inaccurate in a couple of places. As I discussed with Don (on more than one occasion), the Customer Service Rep for S & S who admitted to me by phone, that if we go with the contract pickup time of 6pm, the limo arrived at 6:21pm and that S & S had culpability (his word not mine) and that S &S limo failed to provide the timely service.Ms. [redacted] states that I took it upon myself--I did not take it upon myself to drive the kids to prom--the prom goers themselves wished to not be any later to prom and at 6pm, when the limo should have been on scene per your written contract (which if we revert to, should have been there at 6pm not a few minutes and certainly not 21 minutes later) so they requested that the friends and family waiting with them carpool them to prom. In closing, I will point out:-Setting aside the verbal agreement of 545pm pickup with the limo coming to us right from the wedding in Nunda, the contract pickup time was 6pm. The limo arrived at 6:21pm. Prom was in full swing for 21 minutes before the limo even arrived to pickup the kids. - I paid for 18 attendees when in fact only 16 were scheduled to go to prom and only 13 rode home. The fact that 16 were scheduled to go was preempted by my phone call that morning to Ms. [redacted].- Again, when I say I "booked" it on March 8, I am referring to when I spoke with Ms. [redacted] and got the paperwork going. My apologies for using the wrong terminology.-I have attached the email documents showing the dates and times and my request to not use that email address. In my original complaint, I state that I found the contract in an old email, so the fact that I signed the contract on March 9 and faxed it back on March 13 is not a compelling factor.-Ms. [redacted] makes a comment that "...and the prom started at 6pm it seems like they had no intention of taking the limo to prom". She also previously made the comment that "No one wants to get to prom on time anyway". That could not be any further from the truth. Sixteen -16 & 17 year olds- were highly disappointed to be arriving at prom in mom and dad's minivan when they had been hyped up to ride in a stretch hummer limo and had paid $75/pp to do so.- The fact remains, the contract was not upheld whether you use our verbal agreement of 545pm or the written contract time of 6pm.-The fact also remains you collected monies for more people than actually rode in the limo. -I would have filed this complaint sooner had I thought of the Revdex.com sooner. I only came across it by finding other complaints against S & S Limousines.Respectfully,[redacted]
response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has not received any calls on her phone and doesnt have any voicemails from the company either. [redacted] is her daughter whom which used her credit card to pay for the limo. [redacted] only put the deposit down.
Regards,
[redacted]
Please find the contract and itinerary attached. Please let me know if you received the video? Good afternoon. I thought these were sent with the original...
reply.Please find the contract and itinerary attached.Did you received the video from the vehicle that day where the bride and groom say goodbye to the driver?Also Ms. [redacted] had the limo reserved from 2pm-6:30pm, and the day before when she confirmed the limo, she adjusted the time to 2:15pm-6:45pm.
I have the original work sheet from the week and the actual worksheet
from the day off if you would like to see the times. These sheets would
confidential as they have customer information on them. She needed to adjust the time as 2pm was to early to pickup each party and take them to the church as the ceremony was at 3pm.
Ms. [redacted] never gave any indication about anything after dropping them
off at the reception, she even says goodbye to the driver. Please let me know if you have any questions. thankscassie
To Whom it may concern:A full refund plus a complimentary wine tour has been made to the contract holder [redacted]Please contact me if you have any questions.
Revdex.com:
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 have spoken to the customer service manager which I believe his name is [redacted]. We came across an agreement that he would refund me half of what I paid which is $190. I am satisfied with our agreement as long as it is followed through with. There is no other action required.
Regards,
[redacted]
We have sent a detailed response and video. Please let me know if you have any further questions.
On, March 7th, 2016 Ms. [redacted] booked a limousine for Saturday May 14th, 2016. She reserved a Super Stretch Lincoln Town Car, a 4 hour split for her son’s prom. The cost was $640 plus the tax. She placed a $200 deposit on her Visa #[redacted]. She reviewed, signed and return the contract (attached). On...
April 27, we left a message to confirm the details. On May 2nd, we left a message to confirm the details. On May 6th, she called us to confirm the details. She didn’t have all of the details and we told her to please call back with them. We needed an exact pickup address (not just the street), the itinerary before prom. Where the prom was, start and end time. The itinerary for after prom and then final drop off. On May 9th, she called back with the details. At this time, she wanted to pick the students up, then go back and get her, as she wanted to use the limo and then at 11pm, pick the students up from prom and then drop them off at the high school. The way proms are booked and as per Ms. [redacted]’s contract, she booked a 4 hour split. That gives the students 4 hours to split around the prom. The only time that we do not count is the time that they are in the prom. So we split the time once (around the prom). As Ms. [redacted] has requested a 6pm pickup, take the students to prom, which starts at 7pm, they would have used one hour. Then at 11pm, pick the students up after prom, take them to the high school, where the school will then transport them to the after party. As the time starts once we pickup from prom, and based on what they are using before prom, the students would have three hours to use. Based on this itinerary we would need to pick the students up at 1:30am from the after party to take them home, to stay within the time that they reserved. Ms. [redacted] said that picking them up at 1:30am was ridiculous and that instead she would use the limo, and then we can get the students at 11pm from prom and just drop them off at the school. We do not let any parents and friends use the limo while the students are in prom. Ms. [redacted] has 6 students in the limo, which means 12+ parents and friends. As there is no fair way to decides who can and can’t use the limo, we restrict prom limos to prom students. Not to mention it’s the safest way to insure nothing else gets into the limo or out. Also if we picked up the students at 6pm, and then came back to get Ms. [redacted] and her friends, the 4 hours would then stop at 10pm, leaving the students stranded at prom. We tried to explain this several times to Ms. [redacted] and even gave her several options. As we are adamant about not letting anyone else but prom students use the limo, and by not letting her and her friends use the limo, she told several representatives to shut their mouths and swore at 2 of them, when all they were doing was trying to help her confirm her reservation. She demanded the owners cell phone number and that if we didn’t let her use the limo, she would call the Revdex.com. We did get her confirmed. A 6pm pickup, take the students to prom. The prom is 15 minutes away; however, she has allotted one hour. They will then attend prom, be picked up at 11pm, then taken to the High School. The High School, will then transport the students to the after prom party. At 1:30am we will pick the students up and take them to the final drop off. As, Ms. [redacted], does not want to adjust the pickup time. The students will need to leave the after party early to arrive home by 2am, to stay within the 4 hours. Before we could even finish the conversation she hung up.
As [redacted] is the contract holder, we need to speak with her. We will reach out to her again tonight.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] reserved a limo bus on September 3rd, 2016, for a wedding on Saturday June 24th, 2017. She reserved a limo bus for 7 hours, for $1300 plus the gratuity. She signed the contract and accepted the terms. However recently she wanted to downsize the limo. We have honored her...
request (taken a loss for $800) amended her contract, downsized her limousine, adjusted her price and applied her deposit. Please let me know if you have any questions.
Re: [redacted] To Whom It May Concern: I’m writing in response to a complaint that was received on February 20th, 2016. I don’t understand why this is the first complaint and or correspondence regarding this reservation as the deposit for this...
reservation was made on March 9th, 2015 (not the 8th as Ms. [redacted] states), with the actual reservation was May 16th, 2015. As this was almost a year ago, I will give you a brief description of what happened and then I will attach the letter that was sent to the credit card company when Ms. [redacted] disputed the charges. Which she lost her dispute. Ms. [redacted] booked a limousine on March 9th, 2015 for daughter’s prom on May 16th, 2015. Her rate was $75/ per person which included everything, with a guarantee (minimum) of 16 people. Her pickup time was 6pm, with a 4 hour split. She put down a $400 deposit on a Discover #[redacted]. We then emailed her contract and credit card receipt. In speaking with her, as we went over the details, I made note of this as per our conversation: I def told her 6pm over, and over, so if and when she calls back, its 6pm for $75. Any more than that will be more money -cas Ms. [redacted] signed the contract on March 9th, 2015 (agreeing to the terms), signed the credit card authorization and faxed back both forms on March 13th, 2015. The week of May 5th, we called to confirm the details. At this time, we needed to re-confirm all of the details: times, headcount, pickup location, details before prom, after prom and a final drop off. On May 6th we spoke with her, to confirm the details. At this time, she demanded a 5pm pickup, as the prom was 6pm-11pm. However, she booked and was charged for a 6pm pickup. We let her know that we could accommodate her time however additional hours (stated in contract) prior to 6pm, are $500 per hour. The reason for the charge is that any time prior to 6pm cuts into our day bookings. When I booked this with Ms. [redacted], we went over and over this, enough that I noted her contract, I def told her 6pm over, and over, so if and when she calls back, its 6pm for $75. Any more than that will be $ $$-cas So now one week prior to prom, at the time of confirmation Ms. [redacted] states: ml 5/6 this is a HUGE problem that it is a 6pm PU, I would have not agreed to that when prom starts at 6pm! - I am sorry it does show I have signed docs from you that our start time is 6pm. - Well this sucks I can’t pay any more money I already am paying for a kid that isn’t going! I told her the office manager who she booked with will give her a call. TJ On May 7th, I called Ms. [redacted] back. We went over the same details: 05/07 she called back, wow, she basically me a liar in not so many words, she said that she never booked it at that time-cas So as Ms. [redacted] did not want to pay for the 5pm, on May 12th, 2015 we confirmed all the details. A 6pm pickup, at the [redacted] in Avon (which this was a different pickup then discussed prior). At this time, she confirmed 16 kids. The day of the prom, Ms. [redacted] called to reconfirm. At this time, she stated that she now had 18 people, so we adjusted her bill and she wanted to balance charged to her Discover #[redacted]. She is the one that added two people the day of. The driver arrived a few minutes past six and none of the kids were there to be picked up. As Ms. [redacted] booked a 6pm pickup, and the prom started at 6pm it seems like they had no intention of taking the limo to prom. The driver went to the prom location and waited for the kids. They departed the prom at 11:11pm and went Bowling. We then dropped them off at 1:21am. I have attached the driver’s log, which clearly states he has 18 people. A few things to correct Ms. [redacted] statements in her letter: - Ms. [redacted] states she booked the reservation on March 8th, 2015, please look at the bottom right of the contract, date booked March 9th, 2015, you can also see in the contract under date paid along with the credit card receipt, it’s dated March 9th, 2015. - At no time did we just list 6pm, just to list it. It was stated on the contract for a reason. - Ms. [redacted] states that we sent the documents to an old email address and this wasn’t rectified until March 30th? Please note that she signed the contract on March 9th, 2015 and she faxed it to us March 13th, 2015 In conclusion, Ms. [redacted] reserved a limo for prom. She booked a 6pm pickup and did not want to pay for an earlier pickup. The limo was sent as scheduled. As the kid’s prom started at 6pm, Ms. [redacted] took it upon herself to get the kids to prom. We provided service for what Ms. [redacted] contracted for (contract attached). I’ve also attached the credit card dispute, where Ms. [redacted] lost her dispute. If there is anything that I have missed or overlooked in the last year from Ms. [redacted] please advise, but receiving a complaint directed to the Revdex.com one year later seems outrageous. Please contact me if you have any questions. Sincerely, [redacted] E. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First I will address Ms. [redacted]'s statement that I lost my dispute through my credit card, wherein I had filed a dispute with them regarding this charge. I did in fact file the dispute and all communications with Discover were to be done through email. I have never received the defendant's response to my complaint through my credit card. Discover closed the complaint based on inaction due to the fact we didn't receive the letter via US Postal service. I wasn't looking for it either as all communication was to be via email. Discover admitted the error on their end and due to that error, they were going to attempt to reopen communication with the defendant on our behalf - but I knew since they already had the money that would be a pointless attempt and Discover advised it was purely a customer service point that they had no grounds as they had already released the funds. Since then, I have been in discussion with the other parents (there are several) on what to do with this situation and how to proceed when I finally came upon other complaints against the defendant and found the Revdex.com Site. Hence, my complaint now.First, when I refer to "booking the limo" on March 8, that date is when I spoke with Ms. [redacted] at S & S to get the ball rolling. Apparently I am using the wrong terminology. The email was received, to an old email address, on March 9, 2015. I have attached that email to show on March 9, 2015 I replied on March 9 at 7:53pm advising that I would fax the documents back the next day (I didn't have access to a fax machine until the 13th) and requesting to change my email address. Ignoring the email change request detail, Ms. [redacted] replied on March 10, 2015 at 12:23pm asking what date the reservation was for. I did not receive this reply until March 30, 2015 as it was AGAIN to the old email address which caused the next email communication from me on March 30, 2015 at 11:41am, using the old email, asking if they had received my documents because I had not gotten any confirmation. I again gave them my current email address to be used. She replied on March 30, 2015 at 12:44pm-AGAIN to the old email address AGAIN ignoring the request to use the current email address. Ms. [redacted]'s claim of noting "I def told her 6pm over and over, so if and when she calls back....." I wholeheartedly disagree with this statement. Whose question is she answering? We had a very friendly conversation, as I had never booked a prom limo before and didn't know what time prom began. I told her I knew dinner was included but that there had been talk that prom was starting at 5 or 6 but I wasn't sure. She was very cordial and helpful. She suggested putting 6pm in to "hold the date" and we could fix it later. I took her at her word. It was my understanding we could adjust the time later. On May 6, 2015 when S & S called requesting all of the details regarding after prom, I advised I didn't know they needed an itinerary, again advising that I've never booked a prom so this was new to me, and they said we emailed you the forms. So, I again, checked my old email and they had AGAIN sent them to the old email address. I told them I'd get back to them because I'd have to confer with 16 teenagers to figure out what their plan was. Ms. [redacted] advises in her response that she advised me that if we wanted an additional hour it would be $500 per hour. She actually advised me it would be another $20 per person (total of $320 for 16 people). Her statement that "I def told her..." seems to be an answer to someone's question, not a note on the initial contract. On May 12, 2015 I advised I would pay cash that evening as well as confirmed other details. We discussed the different pickup location during the May 7th telephone call-the new pickup location was actually several miles CLOSER to the destination. On May 16th, day of Prom, as I was counting signatures, I realized I had miscounted so called Ms. [redacted] that morning (we actually spoke a couple of times morning of prom) and advised I miscounted and we only had 16. She said, paraphrasing, "No problem, the driver will count them when they get in and we can adjust your credit card." I again took her at her word.On May 16th, I already noted in my original complaint the multiple conversations I had with her office that morning. The limo did NOT arrive "a few minutes" late it was a full 21 minutes late, 21 minutes after the contract time of pickup and 36 minutes after our verbal agreement. There were 3 additional witnesses to this fact, not counting their own driver who admitted he told Ms. [redacted] or "the office" he would be about 20 minutes late, not the 10 she told me on her "courtesy call" at 6pm.She is also inaccurate as to the after prom activities as the kids did NOT go bowling. When they arrived at the bowling alley it was close to closing and the kitchen was already closed. They in fact ended up going to a [redacted] Restaurant and then returned home. Ms [redacted] advises that the "drivers log clearly states he has 18 people" I do not know where the driver picked up 5 additional people as 3 people originally scheduled to be in the limo NEVER rode it to the after prom activity. I, along with several other parents were at Prom when the kids got into the limo (we wanted to be sure it showed up on time). Only those originally scheduled minus the 3 got in. At the end of the evening, myself and another parent walked out and met the limo at the road upon drop off after prom (to which the driver again profusely apologized for the pickup delay) and only 13 people got out of the limo. As I stated, two attendees left the prom before coronation and a third became ill and was driven home by private vehicle meaning only 13 people rode from prom to [redacted]. The drivers log appears to be inaccurate in a couple of places. As I discussed with Don (on more than one occasion), the Customer Service Rep for S & S who admitted to me by phone, that if we go with the contract pickup time of 6pm, the limo arrived at 6:21pm and that S & S had culpability (his word not mine) and that S &S limo failed to provide the timely service.Ms. [redacted] states that I took it upon myself--I did not take it upon myself to drive the kids to prom--the prom goers themselves wished to not be any later to prom and at 6pm, when the limo should have been on scene per your written contract (which if we revert to, should have been there at 6pm not a few minutes and certainly not 21 minutes later) so they requested that the friends and family waiting with them carpool them to prom. In closing, I will point out:-Setting aside the verbal agreement of 545pm pickup with the limo coming to us right from the wedding in Nunda, the contract pickup time was 6pm. The limo arrived at 6:21pm. Prom was in full swing for 21 minutes before the limo even arrived to pickup the kids. - I paid for 18 attendees when in fact only 16 were scheduled to go to prom and only 13 rode home. The fact that 16 were scheduled to go was preempted by my phone call that morning to Ms. [redacted].- Again, when I say I "booked" it on March 8, I am referring to when I spoke with Ms. [redacted] and got the paperwork going. My apologies for using the wrong terminology.-I have attached the email documents showing the dates and times and my request to not use that email address. In my original complaint, I state that I found the contract in an old email, so the fact that I signed the contract on March 9 and faxed it back on March 13 is not a compelling factor.-Ms. [redacted] makes a comment that "...and the prom started at 6pm it seems like they had no intention of taking the limo to prom". She also previously made the comment that "No one wants to get to prom on time anyway". That could not be any further from the truth. Sixteen -16 & 17 year olds- were highly disappointed to be arriving at prom in mom and dad's minivan when they had been hyped up to ride in a stretch hummer limo and had paid $75/pp to do so.- The fact remains, the contract was not upheld whether you use our verbal agreement of 545pm or the written contract time of 6pm.-The fact also remains you collected monies for more people than actually rode in the limo. -I would have filed this complaint sooner had I thought of the Revdex.com sooner. I only came across it by finding other complaints against S & S Limousines.Respectfully,[redacted]
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has not received any calls on her phone and doesnt have any voicemails from the company either. [redacted] is her daughter whom which used her credit card to pay for the limo. [redacted] only put the deposit down.
Regards,
[redacted]
Please find the contract and itinerary attached. Please let me know if you received the video? Good afternoon. I thought these were sent with the original...
reply.Please find the contract and itinerary attached.Did you received the video from the vehicle that day where the bride and groom say goodbye to the driver?Also Ms. [redacted] had the limo reserved from 2pm-6:30pm, and the day before when she confirmed the limo, she adjusted the time to 2:15pm-6:45pm.
I have the original work sheet from the week and the actual worksheet
from the day off if you would like to see the times. These sheets would
confidential as they have customer information on them. She needed to adjust the time as 2pm was to early to pickup each party and take them to the church as the ceremony was at 3pm.
Ms. [redacted] never gave any indication about anything after dropping them
off at the reception, she even says goodbye to the driver. Please let me know if you have any questions. thankscassie
To Whom it may concern:A full refund plus a complimentary wine tour has been made to the contract holder [redacted]Please contact me if you have any questions.