America Auto Wrecking

We regret to hear that the client is dissatisfied with our explanationWe agree with the client as to the facts regarding the timeline, in that, he absolutely did cancel with over days noticeFor that reason, we are offering the client a flexible creditThe client goes on to equate our company to "a horror show" and vaguely references negative opinionsThe term 'horror show', although subjective, is certainly exaggerated and unreasonable because we are simply adhering to our contract termsThe contract terms are clear and detailed and offer fair terms to both partiesThe contract is so explicit as what a client can expect in the event of a cancellation as to avoid any miscommunication and reduce the chances for an issue to escalate to this pointWe , as a company, have tried to offer an alternative solution (for a flexible credit) that the client rejectsIn summary, because we will not circumvent the contract in the precise manner that the client wants, we are now being insulted and having these complaints leviedThis is not fairIt is our hope that the client will reconsider our alternative offer for a fair, viable solution

The client's mother (herein referred to as the client) states that we have not addressed core issues in our responseThese issues were addressed in detailI kindly request that the client and the Revdex.com review our previous detailed responseAs stated, thankfully the inability to reach the driver via cell phone for a period of minutes did not affect the client's ride or itineraryEvidence suggests that this inability to be reached via cell phone may have been beyond the driver's control, as wellDespite the lack of evidence of any wrongdoing, we originally made a very generous offer to settle the matterThe client refusedWe have been responsive, reflective, and thorough in our exploration of the claim and its meritWe attempted to compromise and the client wanted no part of any compromiseThe client has historically been unwilling to settle the matter for any other remedy other than the one she suggestedThis suggested remedy by the client is one we find to be arbitrary, unfair and unfoundedWe accept that the client will apparently, as she stated, never accept our response or explanation

Complaint: [redacted] I am rejecting this response because: I disagree with NJ Limo's response to this matter.I faxed (since that's how NJ Limo request that cancellations be made to them) a cancellation letter to their office on Sunday, April 2nd. 94 days notice seems more than enough time for them to find another booking of the vehicle. At NO time did ANYONE from NJ Limo return my MULTIPLE emails, MULTIPLE phone calls regarding this matter, they DUCKED me. Once, Mr. [redacted] actually answered my call and gave me the run-around and got off the phone as soon as he could with the promise, that one, Ann Marie would call me to resolve the issue. That call NEVER came. I was left with no other choice than to contact the BBB and my credit card company. They're making it seem as though I cancelled and asked for a refund the night before, making it impossible to find another client in time. THREE MONTHS NOTICE was given. Once I contacted the BBB and read some other reviews both here and on other websites, I'm not surprised by this at all. A lot of similar horror stories. Regards, [redacted]

I am responding to this matter as the individual who handles customer service issuesWe regret that this issue has escalated to the point of a complaint and we welcome the opportunity to answer this matterit si our hope to resolve this amicably. EXPLANATION OF WHAT OCCURREDThe client, Mr
*** ***, contacted our company on February 17, regarding party bus services for a night out to be held on July 5, Mr*** specifically contracted for hours of service in a passenger limo busThe client agreed to pay in full for the service for a promotional rate of $1900.00. These price was mutually agreed upon and the client was provided with a written contract that Mr*** reviewed, signed, and returned to our office via fax(copy of the executed contract is attached) The client paid the $with a *** *** / *** *** *** card ending in ***. When a client pays contracts for a specific vehicle, the vehicle the client reserved belongs exclusively to them for the time block purchasedIn this case, the client reserved a hour time blockAny other interested clients were turned away for this vehicle as it was already booked and paid for by the clientThe client’s paid, contracted reservation has existed in our calendar since February. The client contacted our office on April 3rdHe sent an email noting that he wanted to cancel her reservation, and requested a refund. As explained to the client, the client may cancel the contract but we do not refund the funds paidPayments made are non-refundable and the contract notes this. As a good faith gesture, we will certainly extend a six month credit offering the client the opportunity to move the event to another date in the next calendar months. We, as a company, are able to provide the client with exactly what he has reservedWe are willing and able to perform the contractIt is the client who is wishing to circumvent the contract.The issue of cancellations is clearly addressed in our contract terms and the reason for its inclusion is simpleClients attempt to cancel often for a variety of reasonsWe cannot afford to assign merit to the reasons for cancellation (nor should we have to enter into such a subjective matter) but we can clearly provide the terms of what to expect in the event of a requested cancellation.Our contract makes it clear that in the event of a cancellation, no refunds will be made (please see attached contract terms).The client has been very pleasant and fair and we are willing to work with him on the creditThere, however, is no reason for which our company should be penalized for a loss of $because the client changed his mind. Contracts exist to protect all parties involvedContracts offer clear expectations about what will happen in certain circumstancesNot only have we adhered to the contract terms, we even offered an alternative solution of a six month credit and we are hoping that this is a favorable solution to the client.Additionally I read that the client reports he has not been contacted by our company in regard to this issueIf this is the case, I apologizeIt is always our aim to provide thorough communication to resolve any issues that arise. Respectfully, *** *** *** ***

This complaint has been filed by the mother of a customer who contracted with our companyOur client, *** ***, an adult - a year-old college student at *** University, contracted with us for a group of college students to go to a club in the city and return to ***The event was a
21st birthday partyThe client paid approximately $an hour for hours of service totaling $1200.00. In the interest of clarity and for reference purposes, our client is *** ***, the year-oldThe client’s mom’s name is *** *** and will be referenced as Mrs***. When we receive a reported issue, we take the matter seriouslyAs I explained to the mother of our client, we look into various aspects of the matterWe interview the driverWe interview staffWe review ride sheets, internalized GPS reporting system, the contract, among other informationThis process can take anywhere from a day to several days from when the issue is reported to collect the informationWe do our best to gather the information promptly but we also need to be thorough. In this instance, Mrs*** reports that the beginning of the ride went wellShe then reports that her daughter had difficulty getting in contact with the driver while their party in the clubThe driver was parked down the street from the venueThere seemed to be a period of 15-minutes in question where the driver could not be reachedMrs*** suggests that the delay was longer. When the driver was contacted, the driver pulled the bus up to the venue but the client and her guests were not ready to leaveThey could not locate or reach via phone of the guests in their partyPerhaps the issue was related to phone reception in the area (as our driver’s issue reportedly was). Services were rendered in their entirety (the full hours were rendered)The 15-minute delay did not affect the client’s itinerary as they were not ready to depart as demonstrated by the minute wait when our driver pulled up the venue. The client, *** ***, with whom we contracted never contacted usIt is our general policy to speak directly with the individual with whom we contracted withIn an effort to resolve the matter, I spoke with the client’s mom who called us. When the client’s mom reported this matter, I explained that I needed to look into the matterOn CONTRARY TO WHAT THE REPORTED COMPLAINT STATES, I called Mrs***. Although we do not believe a refund of any amount to be warranted, in an effort to satisfy the matter immediately, I offered the client (through Mrs***) a refund for the one hour of service with the stipulation that the client sign a release indicating that this was a full and final settlement to the matter and terms addressing confidentiality (as Mrs*** alluded to disparaging our company’s reputation)I also offered a 20% courtesy off of a future serviceShe outright refused these options adding that if she did not receive a refund of $and “not a penny less” that she would take other action alluding to negative reviewsShe writes in her email “Since the issues are of no importance to you, I will share my experience in an open forum where they can be useful to others.” In asking how she arrived at the $amount, she mentioned that it was for her “pain and suffering” as a mom for being awoken that night by her daughter’s calls. Even though I am a mother of four myself, I remain confused by this statement and I also mentioned the terms and conditions of our contract prohibit against allocations for pain and suffering. In Mrs*** complaint, she also references our dispatchRegarding our dispatch system, we do have a hour dispatch where messages are received through a relay, messaging system (as opposed to a live operator)We are currently reviewing the system in place and making an update to our system which will be effective on or before January of which may involve a live operator available to clients. The service was provided as contracted forThe full seven hours of service was providedWe offered a partial refund in good faith and the client adamantly and repeatedly rejected this offerWe are no longer offering this good faith gestureThe refund was rejected by the client repeatedlyWe do NOT believe a refund to be warranted. As a company we take responsibility when we errIn attempting to resolve issues that arise, it is our goal to resolve matters amicably and promptlyWe look for a resolution that is fair to all parties and tend to favor the client in our proposed resolutions. We, however, cannot meet client’s demands for certain dollar amounts in refunds to avoid the threat of harmful reviews or actionsWe have to assess each case based on merit alone. It is our goal to deliver outstanding serviceThere is not a company in any service industry that, from time to time, that escapes having an issue ariseWhen an issue occurs, we assess the matter to see if further action should be takenSometimes an apology is dueSometimes a credit off of a future ride is an appropriate gestureSometimes a partial refund or full refund is warranted. Certainly not every issue that arises requires a refundEach case needs to be thoroughly looked at in terms of what was promised or contracted for, both the client’s account of what occurred and the facts available, the impact (if any) that the issue had on the ride, amongst other information We regret that we did not meet the clients expectations, as we always wish to surpass themWe also regret that she refused the initial $refund and a credit towards a future serviceWe respect that this was her decision, howeverAgain, we do not believe a refund to be necessary As an aside, we find it misleading and a gross exaggeration for the client to suggest that we put anyone in harm’s way by our actionsSafety remains a foremost priority in our daily operations. Should further information be needed please advise

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Dear Revdex.com, I have reached out to the customer and discussed the matter at length. It is my belief that this transpired out of a series of miscommunications and we are sorry this occurred.  That said, this matter ALREADY INVOLVED IN A CREDIT CARD DISPUTE/CHARGEBACK. It is my...

understanding that when this is the case, a Revdex.com file cannot be opened. Please advise if this is the case and if any other information is needed at this time.  Best,[redacted]

Complaint: [redacted]
I am rejecting this response because:
* The contract did not limit the activity during the rental solely to transportation to a club. My daughter, [redacted] (incorrectly referred to as [redacted] in the company's response) would have had the option to be transported to other location providing the service concluded at the point of origin within the 7 hour rental period. * In response to the company's contention an investigation was needed, I do not disagree.  However, I reiterate the fact that despite of the voicemail messages left the night of the event and thereafter.  In the days following, the company's lack of acknowledgement does not support their contention that the matter was taken seriously.*The company's contention that the driver was not reachable for 15-20 minutes is wholly inaccurate. The location of where the limo bus was parked in irrelevant. The party guests should not have been put in a position to have to search for the limo bus.*The period of time that the driver had to wait for 1 guest (not 2) is a non-issue. It is not unreasonable to expect guests to move about the club during the time the vehicle's whereabouts were unknown. There is no indication that there was any issue with phone reception.  In fact, my daughter called me from her phone and a guest's phone several times prior to the driver being located.  The company's response that the driver had issues with phone reception is not consistent with information previously relayed to me by the company. * I am communicating on behalf of my daughter because she is a full time college student who is in the process of travelling extensively for interviews with prospective medical schools. I did not want this issue to be a distraction to her.* The only calls I received that were initiated by NJ Limo Bus were on 10/17/2016. At no point prior to then did the company contact me to acknowledge the issue or  apprise me of the status of or the result of their investigation.*I agree that my request for a partial refund was submitted as non-negotiable.  Ann Marie indicated that if I would accept the refund offered a release would have to be signed. There was absolutely no discussion of or disclosure regarding the terms of a release. Had there been a meeting of the minds on the refund amount,  a review of the terms of the release would have occurred, which may or may not have lead to a final resolution. Opinions shared regarding this experience are fact based. I agree that the 20% courtesy off of a future service was rejected outright because I am 100% certain I would not transact with this company again. *The request for the $250 refund was not "pain and suffering". The figure is based a refund of an hour's worth of rental time and additional gratuity paid for services that were not delivered. This is not a personal injury claim. It is a breach of contract matter.  *The after hours dispatch system is currently only a voicemail system. For the reasons stated in the initial complaint, immediate enhancement of the dispatch system into a live, interactive model is a matter of consumer safety.

The client's mother (herein referred to as the client) states that we have not addressed core issues in our response. These issues were addressed in detail. I kindly request that the client and the Revdex.com review our previous detailed response. As stated, thankfully the inability to reach the driver via cell phone for a period of minutes did not affect the client's ride or itinerary. Evidence suggests that this inability to be reached via cell phone may have been beyond the driver's control, as well. Despite the lack of evidence of any wrongdoing, we originally made a very generous offer to settle the matter. The client refused. We have been responsive, reflective, and thorough in our exploration of the claim and its merit. We attempted to compromise and the client wanted no part of any compromise. The client has historically been unwilling to settle the matter for any other remedy other than the one she suggested. This suggested remedy by the client is one we find to be arbitrary, unfair and unfounded. We accept that the client will apparently, as she stated, never accept our response or explanation.

Complaint: [redacted]
I am rejecting this response because: I disagree with NJ Limo's response to this matter.I faxed (since that's how NJ Limo request that cancellations be made to them) a cancellation letter to their office on Sunday, April 2nd.  94 days notice seems more than enough time for them to find another booking of the vehicle.  At NO time did ANYONE from NJ Limo return my MULTIPLE emails, MULTIPLE phone calls regarding this matter, they DUCKED me.  Once, Mr. [redacted] actually answered my call and gave me the run-around and got off the phone as soon as he could with the promise, that one, Ann Marie would call me to resolve the issue.  That call NEVER came.  I was left with no other choice than to contact the Revdex.com and my credit card company. They're making it seem as though I cancelled and asked for a refund the night before, making it impossible to find another client in time.  THREE MONTHS NOTICE was given.  Once I contacted the Revdex.com and read some other reviews both here and on other websites, I'm not surprised by this at all.  A lot of similar horror stories.
Regards,
[redacted]

We regret to hear that the client is dissatisfied with our explanation. We agree with the client as to the facts regarding the timeline, in that, he absolutely did cancel with over 90 days notice. For that reason, we are offering the client a flexible credit. The client goes on to equate our company to "a horror show" and vaguely references negative opinions. The term 'horror show', although subjective, is certainly exaggerated and unreasonable because we are simply adhering to our contract terms. The contract terms are clear and detailed and offer fair terms to both parties. The contract is so explicit as what a client can expect in the event of a cancellation as to avoid any miscommunication and reduce the chances for an issue to escalate to this point. We , as a company, have tried to offer an alternative solution (for a flexible credit) that the client rejects. In summary, because we will not circumvent the contract in the precise manner that the client wants, we are now being insulted and having these complaints levied. This is not fair. It is our hope that the client will reconsider our alternative offer for a fair, viable solution.