Bella Limo

Review: Needed Service on 06/19 because my husband could not leave work to drive our children and me to our oldest sons camp graduation. I booked and paid up front, in full on 06/16. There was no invoice or agreement sent to me. Communication was via email except for calling them to pay for the service on the 16th. On the night of the 17th my husband informed me that he was able to get off of work on the 19th and drive us there and back. I immediately emailed the Limo Company because it was late at night and called the next morning on the 18th. I wanted to make sure that the driver was not inconvenienced and asked the phone rep to make sure he does not get the order. She said the order was just placed in his box and she was going to grab it as soon as our call ended so that he did not get dispatched for the next day. I asked her about the refund. She said there is no refund if canceled within 30 days. I explained that I had just booked it the day before and the driver never got the order yet. She said her policy was to keep the deposit. I explained that I paid in full, they had more than the deposit. And this booking was made just the day prior. She said that the service rep I had been working with is off for the day and will return the next morning. I heard back from them on the 19th. They sent me an email with two attachments, a pdf for the original invoice and a pdf for a half refund. I responded that I did not agree with that outcome and requested the full amount refunded back to me. They responded that 50% was good enough. The conclusion that they would forward my email to management so they are aware that I do not agree. There is no reason why they should keep my money in this situation. They sent me the terms and invoice only after I requested the refund. The booking was just made within 48 hours before canceling the day before the scheduled service date and I received no services from them nor did I impact their schedule by canceling only a day after booking.Desired Settlement: Refund total amount I had paid in advance. or simply make prospective customers aware of billing customer service.

Business

Response:

Hello, I have reviewed the customers complaint and will respond with a refund. The customer is correct. She did not receive her copy of invoice stating our policy. The reservation was made last minute and cancelled soon after. 50% $234.50 was refunded at the time of cancellation on June 19. Our policy states no refund when cancelled 24 hours prior to service. We will refund the difference minus the amount the credit card company charges us for processing. A 3% fee of $14.07 will be held, and a refund of $220.43 will be refunded today. Thank you, [redacted] @ Bella Limo