Anchor River Cleaning Services

While Mr [redacted] is accurate in his description of events, he still fails to accept responsibility for his own lack of communication As a business owner, his primary responsibility is to represent his service and all associated costs accurately at all times In this case he did not do so, and is responsible for the consequences to his business and brand Again, Mr [redacted] made the offer for the return tripIt was not solicited by me at any time As such, Mr [redacted] is both personally and professionally responsible for clearly communicating any terms for the offer at the time it is madeAt that time, I specifically asked him if it was OK His only response was that it was fine and he had time I fulfilled my responsibility by asking for clarification He should be accountable to the information he provided, or failed to provide in this case Regards, [redacted]

We understand Mr***'s concerns, however we maintain our stance We charged him well below what our terms and conditions allow us to charge a client, and we make it a point to tell customers to review their routing information and the terms and conditions on their confirmation emails We assume that all clients have read over and agreed with our terms and conditions Communication is a two way street; if Mr*** had asked if there would be additional charges the answer would have been in the affirmative As a final attempt to satisfy Mr***, I will apply a $credit (the amount in question) under his account If he chooses to book future travel with us at our standard rates, his trip will be discounted $to reflect the credit applied Respectfully, *** ***

To the Revdex.com:Thank you for reaching out to us to try and resolve this matter.  Our company has been operating since 2013 and we maintain very high satisfaction ratings.  Mr. [redacted] purchased a [redacted] for services from his home to the Phoenix Airport, which was a travel...

distance of 14.4 miles, and that would have taken approximately 30 minutes from door to curbside drop off.  Mr [redacted] paid $39 for the [redacted], plus the customary gratuity of 20%, which is applied to all promotional rates (and stated in the fine print of the [redacted]). On [redacted], Mr [redacted] left us the following review: “I hired this service through a [redacted] and was subjected to additional charges. The [redacted] was $39.00 for a one-way airport trip. Upon setting up the trip I was informed that the mandatory gratuity and fees brought the actual price to $60.00.  On the trip to the airport I realized I'd left my eye glasses at home.  The driver, who I later learned was the owner, offered to take me back to my house to get them. I asked twice if he was sure and he said that it was not problem and "he had plenty of time because his next pick up wasn't until 10:30". He did return to my house, we got my glasses, and got to the airport on time.  I was very grateful and gave him an additional $20 tip at the airport.  Let me be very clear - at no time did he tell me that there could be additional charges, and he took the gratuity and thanked me for my business.The next day, while on vacation, I received an email stating that the return trip was subject to additional charges and that they would "only charge me the discounted rate of $39.00".  I refused to pay and was very clear that additional charges were never mentioned. The only response I received was that "it was in their terms and conditions".... as if I had those handy in their car at the time.  What I did have at my disposal was the owner, who made the offer and never mentioned additional charges.About a month later I received a letter from the owner trying to explain why he didn't mention charges. His only explanation was that "he didn't know how I was acquired as a customer (meaning [redacted]) so he wasn't aware of the cost involved".  He went on to threaten to send me to collections if I didn't pay the additional money.  I have used professional car services for both business and personal needs for over 15 years and have never been treated so poorly.  I would highly recommend you consider other car or limo services rather than take the risk of encountering the same mistreatment I received from this company and its owner.” He gave us the lowest possible rating and based this solely on the idea that he thought we were overcharging him for services.  I was under the impression at the time of service that he was very pleased with it, since he gave me an extra $20 gratuity.  The $60 rate that he is claiming is 100% false (please see the attached confirmation forms).  His original trip to the airport had a total out of pocket expense of $52 ($39 for the [redacted] + $13 gratuity). I have personally been performing chauffeur trips since the beginning of our business in 2013.  I have undergone chauffeur training by a state accredited training organization and am very knowledgeable with chauffeur conduct.  Although I no longer perform the majority of trips, I do occasionally fill in when my staff members are unavailable. In this case, I was Mr. [redacted]s chauffeur and treated him and his family like every other client I service; friendly, safe and professional. Part of our standard of excellence is offering to go above and beyond for our clients by making any last minute changes to the routing information.  Unless specifically asked about additional rates, we simply perform the additional services as requested.  Because this is how the chauffeur business works, we have specifically addressed this type of situation in our Terms and Conditions which are available to all clients before and after they confirm their reservations.Mr. [redacted] made his reservation online, but my office manager called him to discuss the booking since it did not meet the requirements for a [redacted] reservation.. Here is what she reported from their phone conversation.“I spoke with Mr. [redacted] because he made his reservation less than 72 hours in advance, which is not allowed under the [redacted] rules. I asked if he would like to use his [redacted] for his return trip. After gathering the information about his return, I saw that we would not be available for his return. Since this seemed like a unique situation and I didn’t want Mr. [redacted] to feel that he was sold a useless coupon, I offered to bypass the rule about the 72 hour required notice, and I accepted his coupon for the trip that was less than 72 hours away. He then made it clear that he was not happy about the mandatory gratuity. I explained that we add the mandatory 20% gratuity based on the normal rate of the trip to make sure that our drivers get paid as usual even though the company may be losing out on the trip. The mandatory gratuity is also addressed in the Fine Print section of the [redacted]. At this point in the conversation, it was very clear that Mr. [redacted] had not read the Fine Print section on the [redacted] (which is by no means hidden from view in any way). At the end of the phone conversation, I asked Mr. [redacted] to please look over the confirmation e-mail so that he could verify that all the details were correct. I also asked that he click the link to read our Terms and Conditions so that he can be familiar with them and ask any questions he might have ahead of time. I even explained that the Terms and Conditions are important because we don’t like when people are hit with fees they aren’t expecting. He told me that he understood, said good-bye, and hung up.”Whenever we make a reservation over the phone, like in Mr. [redacted]s case, we make it a practice to inform the caller to look over the confirmation email in its entirety.  This helps avoid situations like this or to catch errors.  The confirmation emails all state “By confirming this trip, client/passengers agree to our terms and conditions” The terms and conditions are hyperlinked, so the client can review them and cancel the trip if they elect. Our terms and conditions can be found by visiting http://www.schaefferchauffeur.com/terms-and-conditions.html, When we arrived to the airport, Mr. [redacted] stated aloud that he had forgotten his glasses.  Knowing that I had enough time to return him home to retrieve them before my next scheduled pickup, I offered to return him home to get his glasses.  He was happy with this and never asked any questions about additional charges.  The round trip was approximately 29 miles total, roughly an additional hour of driving. After I dropped him off he graciously gave me an extra tip for my efforts (which is fairly normal from most clients). After the trip, I called my Office Manager and asked her to calculate the additional services fairly, which she did based on the fact that he had booked with us through [redacted].Per the terms and conditions, “Special requests, including but not limited to additional stops, extra wait times not made at time of booking will be subjected to additional fees.” Extra mileage outside the confirmed trip is charged at $4 per mile and extra stops are charged at $10 per stop.  Before the discount that we applied, the additional services added up to $130 ($120 in extra mileage and $10 for the extra stop).  We discounted the extra service to reflect the amount of the original booking, something we often do as part of being fair to our customers.  In total we decided to charge for an additional one way [redacted] rate only ($39 for up to 30 miles).  After we informed him of the additional charges, he was very upset and told us he was not going to pay the additional amount.  Instead of charging the card on file for the extra charges, I respectfully sent him an invoice and requested payment, along with a letter explaining the reason for the charges.  I even offered to apply the extra gratuity to his remaining balance.  Mr. [redacted] was still unhappy and canceled his return trip which we had scheduled with an affiliate who was available when we were not. He then wrote us a very bad review and made the complaint to the Revdex.com.  He sent a check for $19 (the $39 owed, minus the extra tip he paid me directly in cash).  As a side note: the cheapest transportation I was able to find for service to and from his house was $44 via Uber X (a Prius or similar vehicle, which is not a comparable service).  Uber SUV, which is comparable, would have been $199.  These rates are based on the average rate to and from his address and PHX which can be found on Uber.com.  With these services, Mr. [redacted] would have had the same experience (or worse) because it is the industry standard to perform additional services as requested without addressing additional cost. The other services would have performed the additional service and then would have automatically charged him the full rate for it without offering any explanation.The customer was treated with dignity and respect and was actually undercharged for the services he used. [redacted]

While Mr. [redacted] is accurate in his description of events, he still fails to accept responsibility for his own lack of communication.  As a business owner, his primary responsibility is to represent his service and all associated costs accurately at all times.  In this case he did not do so, and is responsible for the consequences to his business and brand.  Again, Mr. [redacted] made the offer for the return trip. It was not solicited by me at any time.  As such, Mr. [redacted] is both personally and professionally responsible for clearly communicating any terms for the offer at the time it is made. At that time, I specifically asked him if it was OK.  His only response was that it was fine and he had time.  I fulfilled my responsibility by asking for clarification.  He should be accountable to the information he provided, or failed to provide in this case.  Regards,[redacted]