Initial Business Response /* (1000, 7, 2016/07/20) */
We were very surprised to see this complaint lodged by one of our clients as we had made a generous offer to settle this matter and had not received any messages or calls to indicate they were dissatisfied with our offerThe offer was made via
email on July 7, 2016, with the closing statement to; " please call us with any questions or comments." Had the client called, we could have resolved it then and our company could have avoided having a Revdex.com complaint lodged against usBy the way, this is our very first complaint in nearly Years and some 8, reservation runs, as we work diligently with our customers to resolve any issues, prior to allowing it to become a Revdex.com complaint
It appears our client waited until the *** credit (credit # AR1OD7CXXXXX issued and dispersed) had gone through before filing a complaint with the Revdex.com as we had emailed our offer to the client July (one week prior to July 14), when she filed the complaint
First and foremost, Club Car Limousine is PCI compliant, as is our reservation software company and our credit card processing company and we do not store or write down our customers' credit card numbersWhen a refund is issued, it is issued by the processing company, not the service providerWe initiate the credit request and it is the responsibility of the processing company to actually issue the creditIt is not illegal for the processors to retain the card information; they must maintain records to stay in compliance with the credit card regulations and laws
I am *** ***, I keep in touch with all the activities of my companies, especially on those somewhat rare occasions when an issue arisesThe reply to our client was personally composed by me, every single word of itIt was sent from out through our corporate email account; ***@gmail.com
Our Limousine arrived slightly early, however as we began to pull away, the engine stalled and would not restartThe driver immediately called and our mechanic trouble shot the issue on the phone while he moved vehicles out of the way so he could drive a replacement vehicle to the churchIt took to minutes for the replacement limousine to arriveThis is what separates us from the other limousine companies, we have back up limousines and back up driversMany of our competitors faced with an equipment issue, can only call to apologize for not being able to complete the reservation, whereas we provide a replacement in a relatively timely mannerWe never leave a party strandedOur operating costs would certainly be much lower if we didn't have all those backup systems in place, but we feel they are vital
When the replacement upgrade limousine (we understand and appreciate that it was not considered an upgrade by the client, but for the record, it does rent for more per hour) arrived, they took the group to the courthouse for pictures and eventually dropped them off at about the original scheduled drop off timeAlthough the wedding party apparently didn't get to stop at every stop they may have planned to stop at, they did get some good pictures at the courthouse and the chauffeur (who is trained to stay in tune with the client) said the Bride was quite happy and pleasant, that she didn't let the delay ruin her day
As we had provided service for the client a year or so previously without issues, had assured them that a replacement was on the way and the fact that the wedding party was in a safe place in the church parking lot, it just didn't seem prudent to me that both parents of the bride would choose to stay with the disabled limousine instead of greeting the reception guestsI have a daughter who got married a couple of years ago, and it is possible that given the same situation, I might made the same emotional decision to stay, however, I certainly would have sent her mother and it would have been my decision and not something I would hold against the limousine company
Although we did have a delay, and they potentially missed a photo stop (for the minimum hour time they had rented, most wedding parties plan for two or three stops, with the knowledge that they will likely only have enough time to complete one or two stops), we did get them to the court house for pictures and we did get them to the reception on timeWe did provide service albeit a minute delay
I know of no limousine companies that provide consequential damages and I know of no limousine company that gives full refunds under the circumstances of this reservationThe exception to that would be a full refund, if that limousine company left your group stranded at the church and had no way to complete the reservation runI believe we all can agree that given a choice between those two options, most people would opt for the transportation service instead of a refund
We have already provided a good deal more compensation than we would normally provide in this situation *** vs *** and we feel that we have compensated the client sufficientlyHowever, in the spirit of trying to resolve this matter, we are willing to up the total refund amount to *** if that will settle the matter
Thank you to the Revdex.com for providing us with a forum in which to address these issuesPlease feel free to contact us with any questions or comments
*** ***
President
Club Car Limousine, Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still feel that the company does not fully understand the impact of what the delay in service had on usThe company said they were surprised that we contacted the Revdex.comI sent them an email before sending in the Revdex.com report and got no response to that emailWe have never heard from them other than the original email they sent us until we got their response to the Revdex.com complaintThe company responded that they are PCI compliant which I still am not sure I believeI have spoken to processing companies and they have told me that the company that provides the service or product enters the information into their terminal to initiate a creditThis means that the company would have had to have my credit card numberThe company also questioned why we did not call them after receiving their emailWe responded by email because that is how they chose to reach out to usThe day after the event (which was a holiday weekend) we left messages on their hour line and never received a call backThe Tuesday morning after the holiday we called and left two messages and finally the third time we called someone picked up the phoneThis person said they would investigate the matter and get back to us by FridayThat is when we received the email from them not a phone callThey certainly had our phone number from all the messages we leftI would think that the owner of the company could have reached out to us and have apologized for the breakdown of the vehicleAt this point, we still feel we are entitled to a full refundEven with a full refund we feel we are still at a financial loss for paying a photographer to take pictures that were never taken
Final Business Response /* (4000, 11, 2016/08/10) */
We are responding to the client's rebuttalWe are known for answering our phones and returning phone callsDuring business hours, we have three people to answer phones, which is a bit of overkill, however, this is how we operate our reservations officeI am not challenging the client, however, we searched our phone system and could not locate those attempted phone calls or voice mail(s)We did not locate the missed calls and we did not locate the email that would have preceded the Revdex.com complaint
As previously stated, this is our very first complaint in nearly Years and some 8, reservation runs, as we work diligently with our customers to resolve any issues, prior to allowing it to become a Revdex.com complaint
Regarding the question of being PCI-DSS compliant, we don't know if this will make any difference to the situation or client's opinion, but we do Not have a credit card terminal and never have had a terminalWe run our charges through our reservation softwareWe do not record nor do we store credit card numbersThe reservation software company has provided us with documentation of which we have 'attached' a copy
Regarding the moneys the client lost and/or the lost picture opportunities, we do not offer consequential damages, no one I know in the transportation industry doesJust last week, I flew back to Fort Wayne on Delta on a business trip, whereupon their plane had mechanical issues which caused a hr minute delayOf course this caused me to miss my connection and ultimately I had to stay overnight, getting back home some hours later than originally scheduledI pretty much missed an entire day of workI asked the questions and received the answers I expected, Delta could not offer me anything more than transportation back home...some hours lateNo allowance for meals either
We cannot afford to provide a full refund, as we were able to rescue the run, which is a remedy that perhaps no other limousine company in Fort Wayne could provideThis is what separates us from the other limousine companies, we have back up limousines and back up driversIt simply costs more money to have backupsHowever, we never leave a party stranded like some other companiesOf course other companies that have basically provided no service, can give you a full refund, but your group would still be stranded
We sincerely apologize for the break down and the inconveniences the client has suffered
As previously stated, we have already provided a good deal more compensation than we would normally provide in this situation *** vs *** and we feel that we have been very fair, however, in the hopes of trying to put this matter behind everyone, we have increased our total refund offer to *** which we hope the client will acceptThe remaining funds will just cover the chauffeurs pay, gratuity and perhaps fuel
Thanks again to the Revdex.com for providing us with a forum in which to address these issuesPlease feel free to contact us with any questions or comments
*** ***
President
Club Car Limousine, Inc
Initial Business Response /* (1000, 7, 2016/07/20) */
We were very surprised to see this complaint lodged by one of our clients as we had made a generous offer to settle this matter and had not received any messages or calls to indicate they were dissatisfied with our offerThe offer was made via
email on July 7, 2016, with the closing statement to; " please call us with any questions or comments." Had the client called, we could have resolved it then and our company could have avoided having a Revdex.com complaint lodged against usBy the way, this is our very first complaint in nearly Years and some 8, reservation runs, as we work diligently with our customers to resolve any issues, prior to allowing it to become a Revdex.com complaint
It appears our client waited until the *** credit (credit # AR1OD7CXXXXX issued and dispersed) had gone through before filing a complaint with the Revdex.com as we had emailed our offer to the client July (one week prior to July 14), when she filed the complaint
First and foremost, Club Car Limousine is PCI compliant, as is our reservation software company and our credit card processing company and we do not store or write down our customers' credit card numbersWhen a refund is issued, it is issued by the processing company, not the service providerWe initiate the credit request and it is the responsibility of the processing company to actually issue the creditIt is not illegal for the processors to retain the card information; they must maintain records to stay in compliance with the credit card regulations and laws
I am *** ***, I keep in touch with all the activities of my companies, especially on those somewhat rare occasions when an issue arisesThe reply to our client was personally composed by me, every single word of itIt was sent from out through our corporate email account; ***@gmail.com
Our Limousine arrived slightly early, however as we began to pull away, the engine stalled and would not restartThe driver immediately called and our mechanic trouble shot the issue on the phone while he moved vehicles out of the way so he could drive a replacement vehicle to the churchIt took to minutes for the replacement limousine to arriveThis is what separates us from the other limousine companies, we have back up limousines and back up driversMany of our competitors faced with an equipment issue, can only call to apologize for not being able to complete the reservation, whereas we provide a replacement in a relatively timely mannerWe never leave a party strandedOur operating costs would certainly be much lower if we didn't have all those backup systems in place, but we feel they are vital
When the replacement upgrade limousine (we understand and appreciate that it was not considered an upgrade by the client, but for the record, it does rent for more per hour) arrived, they took the group to the courthouse for pictures and eventually dropped them off at about the original scheduled drop off timeAlthough the wedding party apparently didn't get to stop at every stop they may have planned to stop at, they did get some good pictures at the courthouse and the chauffeur (who is trained to stay in tune with the client) said the Bride was quite happy and pleasant, that she didn't let the delay ruin her day
As we had provided service for the client a year or so previously without issues, had assured them that a replacement was on the way and the fact that the wedding party was in a safe place in the church parking lot, it just didn't seem prudent to me that both parents of the bride would choose to stay with the disabled limousine instead of greeting the reception guestsI have a daughter who got married a couple of years ago, and it is possible that given the same situation, I might made the same emotional decision to stay, however, I certainly would have sent her mother and it would have been my decision and not something I would hold against the limousine company
Although we did have a delay, and they potentially missed a photo stop (for the minimum hour time they had rented, most wedding parties plan for two or three stops, with the knowledge that they will likely only have enough time to complete one or two stops), we did get them to the court house for pictures and we did get them to the reception on timeWe did provide service albeit a minute delay
I know of no limousine companies that provide consequential damages and I know of no limousine company that gives full refunds under the circumstances of this reservationThe exception to that would be a full refund, if that limousine company left your group stranded at the church and had no way to complete the reservation runI believe we all can agree that given a choice between those two options, most people would opt for the transportation service instead of a refund
We have already provided a good deal more compensation than we would normally provide in this situation *** vs *** and we feel that we have compensated the client sufficientlyHowever, in the spirit of trying to resolve this matter, we are willing to up the total refund amount to *** if that will settle the matter
Thank you to the Revdex.com for providing us with a forum in which to address these issuesPlease feel free to contact us with any questions or comments
*** ***
President
Club Car Limousine, Inc
Initial Consumer Rebuttal /* (3000, 9, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still feel that the company does not fully understand the impact of what the delay in service had on usThe company said they were surprised that we contacted the Revdex.comI sent them an email before sending in the Revdex.com report and got no response to that emailWe have never heard from them other than the original email they sent us until we got their response to the Revdex.com complaintThe company responded that they are PCI compliant which I still am not sure I believeI have spoken to processing companies and they have told me that the company that provides the service or product enters the information into their terminal to initiate a creditThis means that the company would have had to have my credit card numberThe company also questioned why we did not call them after receiving their emailWe responded by email because that is how they chose to reach out to usThe day after the event (which was a holiday weekend) we left messages on their hour line and never received a call backThe Tuesday morning after the holiday we called and left two messages and finally the third time we called someone picked up the phoneThis person said they would investigate the matter and get back to us by FridayThat is when we received the email from them not a phone callThey certainly had our phone number from all the messages we leftI would think that the owner of the company could have reached out to us and have apologized for the breakdown of the vehicleAt this point, we still feel we are entitled to a full refundEven with a full refund we feel we are still at a financial loss for paying a photographer to take pictures that were never taken
Final Business Response /* (4000, 11, 2016/08/10) */
We are responding to the client's rebuttalWe are known for answering our phones and returning phone callsDuring business hours, we have three people to answer phones, which is a bit of overkill, however, this is how we operate our reservations officeI am not challenging the client, however, we searched our phone system and could not locate those attempted phone calls or voice mail(s)We did not locate the missed calls and we did not locate the email that would have preceded the Revdex.com complaint
As previously stated, this is our very first complaint in nearly Years and some 8, reservation runs, as we work diligently with our customers to resolve any issues, prior to allowing it to become a Revdex.com complaint
Regarding the question of being PCI-DSS compliant, we don't know if this will make any difference to the situation or client's opinion, but we do Not have a credit card terminal and never have had a terminalWe run our charges through our reservation softwareWe do not record nor do we store credit card numbersThe reservation software company has provided us with documentation of which we have 'attached' a copy
Regarding the moneys the client lost and/or the lost picture opportunities, we do not offer consequential damages, no one I know in the transportation industry doesJust last week, I flew back to Fort Wayne on Delta on a business trip, whereupon their plane had mechanical issues which caused a hr minute delayOf course this caused me to miss my connection and ultimately I had to stay overnight, getting back home some hours later than originally scheduledI pretty much missed an entire day of workI asked the questions and received the answers I expected, Delta could not offer me anything more than transportation back home...some hours lateNo allowance for meals either
We cannot afford to provide a full refund, as we were able to rescue the run, which is a remedy that perhaps no other limousine company in Fort Wayne could provideThis is what separates us from the other limousine companies, we have back up limousines and back up driversIt simply costs more money to have backupsHowever, we never leave a party stranded like some other companiesOf course other companies that have basically provided no service, can give you a full refund, but your group would still be stranded
We sincerely apologize for the break down and the inconveniences the client has suffered
As previously stated, we have already provided a good deal more compensation than we would normally provide in this situation *** vs *** and we feel that we have been very fair, however, in the hopes of trying to put this matter behind everyone, we have increased our total refund offer to *** which we hope the client will acceptThe remaining funds will just cover the chauffeurs pay, gratuity and perhaps fuel
Thanks again to the Revdex.com for providing us with a forum in which to address these issuesPlease feel free to contact us with any questions or comments
*** ***
President
Club Car Limousine, Inc