Ben's Luxury Car & Limousine Service, Inc.

We have issued credit as a matter of Good Will. Please see our final email communication with the client below. Hello [redacted], Thank you for your feedback. We first let a client know of the driver information via text when they land at an airport. Then we allow 30 minutes for a client to deplane...

before bothering the client with phone calls. We try to communicate with all phone numbers on the reservation. In this case that was also you. Unfortunately, as you see the first time you called us was a hangup, then you called us about 30 minutes later informing us that you had been trying to reach us for half an hour and at that time the client had already left the airport. Your call was just after our first attempt to reach the client via phone call. We did everything by the book. Text the client with driver details, text alternates, give the client a chance to deplane (30 minutes), then call the client. We are happy to provide the $87.00 credit. That is not the issue. And, we certainly don't want you to bring legal counsel into this matter, as certainly the legal fees would be way more than the $87.00 cost of the trip. Please know, that we ask for clients to call us at the pickup point if they do not see their driver. Just because a client does not readily see the driver does not mean that the driver is not there, nor does it mean that the driver cannot be successfully connected with the client. A phone call from the client will solve such issues presently. Understand, there are real costs involved in sending a vehicle to an airport. Those costs, like our management of the trip, the drivers time, gas parking etc... don't just evaporate. We want to pickup the client, we want you to be happy, with the service, obviously we desire to have a perfect record with our clients. But, we also need help from the client side as well with regard to communication when an issue may arise to solve it in the present as it occurs. As a reminder, please know that if a client leaves a pickup point without calling us for assistance they are charged for the service since the vehicle has performed as per the request to be on site for a specified pickup. You have an account with us so this is not new information for you. However, I have stated it here again for clarification. Please know that in future circumstance where a client of yours leaves the pickup point without calling for assistance there will not be any waiver of those charges. We appreciate your business and your assistance in making this happen. Best Regards, Frank M[redacted] VP Operations