All Occasion Limousine

September 13, RE: ID [redacted] The customer booked a time frame of 1pm-5:30pm (hours not 6)A couple of days prior to September P, we confirmed that we would pick up the men at the hotel and take them to the church and then we confirmed the rest of the details and balance and hung up as we were all setThen, the customer then called back a second time and said, I am going to change the time to 12:30p-Spm and have you pick up the girls at my mom's house....it's only minutes from the churchIt was not clarified to pick up the girls prior to picking up the menI thought she was adding the extra pickup to the itineraryThis was a last minute change to the booking, There is and never was any contract that said to pick up the girls first or any type of written communication as to that pickup12:40pm the day of the wedding the customer called and said, I have a limo bus that is supposed to be here at 12:30pmShe was told that the bus was scheduled to pick up the men first and would be there in a bit because at this point we did not know the men were not ready to leaveShe said something like oh there must have been a mix up and that was pretty much the end of the conversationThe office immediately called the driver and he said the men were not readyI told him that was because the ladies wanted to be picked up firstThe driver said he would see if he could get the men movingThe office called back at 12:50pm and he said they were on the bus and going to leaveThe driver dropped off the men and then went to get the ladiesThey arrived at the church at 12:53pm per our driverWe did not know the bride left for the church in a minivanSince the men were not ready, we could have had the bus go get her immediately and then go back for the menAs for the stereo issue, there is a discrepancy as to when the problem occurredThe customer says an hour into the drive which is misleadingThis occurred after leaving the churchThe ceremony was at 2prn and then photos and such before leaving the churchThat said an hour into the ride would be approximately 4:30pm when the stereo cut outThis is minutes before the end of the bookingThe customers requested a $refundThe cost of the limo bus was $with taxThe additional cost was the tip that she asked me to add to the balanceThe gratuity is to their discretionWe do not add gratuity and we do not refund gratuityAs for the statement that we over charged the customer, that claim is 100% inaccurateThe customer agreed to the amount being applied to the credit card$x = $x 7% sales tax = $+ tip they added = $3% surcharge for credit card transaction = $The total amount was disclosed and accepted by the customer in advanceThe customer was refunded $back to the credit card which she did not disclose in her complaintThe customer is demanding a greater refundShould we be unwilling to do so, they will be giving us bad reviews and blogsYesterday, the customer knew that they would be speaking with the owner in the early evening (5:30pm) to further discuss the matterI was going to contact them today but they had already filed the complaint with the Revdex.com that afternoonShould they be willing to reverse their complaint perhaps we would be able to work out a more satisfactory adjustment for themEnclosed is: a copy of the contract for the service that day, a copy of the $credit to their credit card for the time the stereo was not working, as well as a copy of the quote stating the hourly charge of $+ tax and the suggested gratuity

The Company agreed on a total refund amount of $ 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]

September 13, 2016 RE: ID [redacted] The customer booked a time frame of 1pm-5:30pm (4.5 hours not 6). A couple of days prior to September P, we confirmed that we would pick up the men at the hotel and take them to the church and then we confirmed the rest of the details and balance and hung up as we...

were all set. Then, the customer then called back a second time and said, I am going to change the time to 12:30p-Spm and have you pick up the girls at my mom's house....it's only 15 minutes from the church. It was not clarified to pick up the girls prior to picking up the men. I thought she was adding the extra pickup to the itinerary. This was a last minute change to the booking, There is and never was any contract that said to pick up the girls first or any type of written communication as to that pickup. 12:40pm the day of the wedding the customer called and said, I have a limo bus that is supposed to be here at 12:30pm. She was told that the bus was scheduled to pick up the men first and would be there in a bit because at this point we did not know the men were not ready to leave. She said something like oh there must have been a mix up and that was pretty much the end of the conversation. The office immediately called the driver and he said the men were not ready. I told him that was because the ladies wanted to be picked up first. The driver said he would see if he could get the men moving. The office called back at 12:50pm and he said they were on the bus and going to leave. The driver dropped off the men and then went to get the ladies. They arrived at the church at 12:53pm per our driver. We did not know the bride left for the church in a minivan. Since the men were not ready, we could have had the bus go get her immediately and then go back for the men. As for the stereo issue, there is a discrepancy as to when the problem occurred. The customer says an hour into the drive which is misleading. This occurred after leaving the church. The ceremony was at 2prn and then photos and such before leaving the church. That said an hour into the ride would be approximately 4:30pm when the stereo cut out. This is 30 minutes before the end of the booking. The customers requested a $500 refund. The cost of the limo bus was $601.88 with tax. The additional cost was the tip that she asked me to add to the balance. The gratuity is to their discretion. We do not add gratuity and we do not refund gratuity. As for the statement that we over charged the customer, that claim is 100% inaccurate. The customer agreed to the amount being applied to the credit card. $125 x 4.5 = $562.50 x 7% sales tax = $601.88 + 590 tip they added = $691.88 4. 3% surcharge for credit card transaction = $712.64. The total amount was disclosed and accepted by the customer in advance. The customer was refunded $100 back to the credit card which she did not disclose in her complaint. The customer is demanding a greater refund. Should we be unwilling to do so, they will be giving us bad reviews and blogs. Yesterday, the customer knew that they would be speaking with the owner in the early evening (5:30pm) to further discuss the matter. I was going to contact them today but they had already filed the complaint with the Revdex.com that afternoon. Should they be willing to reverse their complaint perhaps we would be able to work out a more satisfactory adjustment for them. Enclosed is: a copy of the contract for the service that day, a copy of the $100 credit to their credit card for the time the stereo was not working, as well as a copy of the quote stating the hourly charge of $125 + tax and the suggested gratuity.

The "invoice" is a copy of the contract.  It does say 4 hours however, the time frame says 1p-530pm which is 4.5 hours and the balance reflects 4.5 hours.  There were also changes made to the contract after that point in time.  Exact words of each phone conversation are really hard to substantiate.  I am truly sorry about the mix up in the order of the pickup locations.  The office contacted the driver to get him to the ladies as soon as possible.  After briefly speaking with the bride and contacting the driver, there was not communication that I am aware of. The cost of service was disclosed to the customer.  The customer could have avoided the 3% surcharge and paid by cashier's check or cash.  She chose to pay by credit card and was aware the 3% was being added to the balance.As for the way the owner spoke to her and her husband will have to be addressed by him as I was not present during the conversation.The customer contacted me on 09/16 and I responded back to her the very same day.

The Company agreed on a total refund amount of $225.
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]