Bowman Tire Company, Inc.

Dear ** ***,We received the first complaint on 11/**/we tried to reach you twice on 11/** & 11/** with no replyOur rep' spoke with you first on 11/**/and then again, after we investigated the issue on 11/**/You made the initial reservation to be taken to Great Neck, LIThen you
called to change the destination and you asked to be taken to East Norwich, LIwith a stop in Great NeckOur rep' stated the new fare and added it to the total fare, which you agreed toThis additional fare was charged only to cover the additional distance and time it takes to make the additional stop you requestedThe stop never included any long waiting time above 10-minutes of courtesy free waitSo when you decided to to keep the driver waiting an additional minutes, it had to be chargedThat is our policy which is mentioned on our website (Late arrival waiting time), and it's clear that no driver will wait for free without limitation and without being paid for itWe understand that you claimed that the dispatcher didn't mentioned it, so we asked the dispatcher regarding that, since we don't have these conversations recordedThe dispatcher didn't remember the specific conversation, but he claimed that he knew the policy, and he would reply to any customer "only" according to the company policyUnfortunately we can't reimburse you with the waiting time amount, since the driver had to be paid for itHowever we do sincerely apologize for the misunderstanding and the inconvenienceWe also emailed you $discount for your next trip, as a customer service courtesy to youWe hope that this reply will satisfy your claim.RespectfullySamantha - customer serviceCarmel Car and Limo

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I look forward to seeing their "verified" proof and where on their website their return toll disclosure is hurried I still wish for a refund as well
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Sir,*** *** was picked up on time, by driver *** (MrBaljit S***), and was dropped off in the airport within minutes, which is an smooth and quick rideThe issue with the safety belt is an important issue, which is being still investigatedIt is a disciplinary / legal issueHowever
this issue doesn't have nothing to do with the quality of the service, or the customer payment due to the driver, since the service was rendered to *** ***So there is no merit for a full refund for this ride.As far as the route, our service is not a taxi service with a paid meter, in which the customer can choose the routeOur service is a flat rate service, which by its definition, the route is chosen by the driver based on the best traffic conditions or the shortest wayThe driver charged the quoted tolls amount to NWK airport, which is $which consist of: $(tunnel charge for the driver return to Manhattother way to return), plus $for the turnpike ($each way)if we'll assume that the driver didn't take the turnpike (which he denies), we can refund the customer for the $toll, for one way of the turnpike toll charge.In regards to the gratuity, since the customer claims that the driver didn't help him with the bags, we can refund him with the $the customer paid for the gratuity due to lack of service.As far as the complaint against the customer service department, ** *** lodged a complaint on 1/**/17, he got a call back from the C.Sagent on the same day within a few hoursWe would dare to say that this is a quite quick response. To summarize this claim response, we do apologize for the customer inconvenience, as described in the complaintIn general, the customer got the service he ordered and he was transferred safely and on time to the airportWe do understand that the customer had a few points with merit, so we will be willing to refund the customer with the amount of $This amount includes refund for the gratuity he paid, and the one way turnpike tolls the customer paidWe believe that will be the most fair outcome for this complaint. Respectfully, Samantha, Carmel Customer Service

Dear Sir,*** *** *** ** ordered a car from NWK airport on 9/**/Driver *** was dispatched immediately to pickup the customer, after he arrivedAbout minutes later the customer called and claimed that the driver was rude and he would like to have a different driverA second driver (***) was
dispatched to the customerAs the customer was talking with the dispatch center, he decided that he would like to cancel the pickup and he wishes to be refundedThe dispatcher agreed and refunded the customer a partial refund ($58.90), due to technical problem in the systemAt the same time, the dispatcher filed a claim, on behalf of the customer, in order for him to get the full refundThe claim was processed and the customer was refunded with the balance amount of $28, on 10/*/In addition to the full refund, as a courtesy, we sent the customer a discount voucher, which he can use on his next ride, if he choosesWe apologize for the inconvenience, and we see this case closed.RespectfullySamantha S.Carmel Customer service

Dear Sir/ma'am,We received a phone call from the customer on 8/**/16, after the customers were dropped off, regarding a bag which might have been left in the carWe tried to contact the driver, in order to check if a bag was left in the carThe driver didn't respond immediately, since he had other
customers in the carLater that day, the driver responded that he didn't have any bag in his carOn 8/**/16, the customer filed a complain with our customer service dept'They claimed that the driver left their bag in Merrick, L.IWe summoned the driver to the office and asked him again about the bagThe driver denied having the bag, or dropping it off anywhere, other then with the customer in the airportWe decided to verify the driver response and we checked his locations (GPS) after the ride and in the next daysWe found out that he was never close to the location which the bag was dropped offWe don't have any way to contradict the driver response that he doesn't have nothing to do with that storyThis driver is affiliated with us for many years and we never had any problems with himWe don't know if the customer left the bag in the car, in the airport, or anywhere elseWe also don't have any idea how the bag ended up in Merrick, L.IWe are sorry for the inconvenience caused to the customer, however we don't see ourselves responsible for the retrieval of the bag to the customer for two reasons:We couldn't find any reason or facts to believe that the bag was left in our affiliated car, after the customer was dropped offWe clearly stated in our website that: "Carmel is not liable for lost items left behind in any vehicle by a passenger". Despite the statement above, if an item would have been left in one of our affiliated cars, the driver would have brought it to our lost & found dept'Carmel have a procedure set to return lost item to our customersIn this case, unfortunately the item wasn't left in the car, and thus we don't see ourselves responsible to for it.Respectfully, David F- Operations Manager

At this time, I have been contacted directly by Carmel Car & Limousine Service regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
The customer service representative told me I would receive a refund for this trip and a discount for a
future rideThen, I received a call back indicating that her supervisor disagreed with that resolution and that a refund would not be issuedI asked to speak with her supervisor, the customer service representative told me she would arrange that, and I never received a call back
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Carmel is an absolutely awful serviceI will never use them and will make sure to spread the word to all colleagues, friends, and family to stay far awayI will continue to dispute this charge with *** ***.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Sir,We are sorry that our response wasn't satisfactory to the customer, as all the facts provided in our response were correct and can be verifiedIn reference to the customer claims, Carmel never ripped off any customer and we definitely didn't overcharge *** ***Our purpose was then and still is to provide the best customer service we canThat doesn't mean that we'll provide the service for freeWe are a business which follow a specific policyThe amounts which ** *** was charged, were quoted to him and are posted in our websiteThis fact can be verified by checking our website at: ***Respectfully,MsS*** Carmel Customer Service Rep'

We understand that the customer wasn't happy with the service he received from the driver and the dispatcher during his ride. We sincerely apologize for the inconvenience caused to the customer due to a miscommunication. As we see in our records, the reservation was modified a few times by the...

customer and that might have caused the confusion. In regards to the tolls charges, we incur a minimum of $17.50 on every ride to NWK, (It can be more, depending on the route). Due to that, it is our policy to charge the customers with this minimum toll charges.  These tolls are also outlined clearly in our website and it is paid to the toll authorities. It is important to mention that this cost doesn't go to Carmel or to the driver pocket.  Since we are based in NYC, the drivers that go to NWK, must return to the city and pay these tolls. In our case the driver did come back to the city and paid these tolls. As a result of that, we cannot refund the customer these toll charges, as the customer requested. However as courtesy for the inconvenience caused to the customer and as a good customer service gesture, we are willing to offer the customer a special Digital Discount of $10 to be used by the customer, at their convenience on any of their next trips with us.Sincerely,Samantha S[redacted]Carmel Customer Service

Dear Sir,We apologize for the inconvenience and the misunderstanding. [redacted] filed this complaint twice with our customer service department. Our C.S. rep' spoke with him apologized, and explain the charge and sent him a discount voucher for the next ride, as a courtesy for the inconvenience.As...

far as the complaint itself[redacted] ordered the car to NWK airport (trip # [redacted]) for a fare of $59, not including the tolls or the gratuity. [redacted] used a discount of $3 which was honored. In addition there were tolls $17.50, which consist of $15 for the tunnel and $2.50 for the turnpike. The gratuity was up to the customer's discretion. The customer was charged $56 ($59-$3) plus $17.50 (tolls), for a total of $73.50. This was the correct amount, since [redacted] decided not to tip the driver, despite the fact that the driver picked him up on time and provided him with a full professional service to the airport. [redacted] is requesting in this claim a refund of $15.35 which is a part of the tolls. These tolls are an additional mandatory charge at this ride. The tolls charge amount is mentioned in our company website in the FAQ section. The toll amount is being charged, since the driver must pay it, on the way back to the city after he dropped the customer off. Based on on these facts, we respectfully deny [redacted] request for any refund.In regards to [redacted] complaint of the driver overcharge attempt of $7, we had an internal hearing with the driver. Despite the driver denial, he got an official warning letter, in order to prevent him from having such a behavior in the future.Sincerely Samantha, Carmel customer service.

Dear [redacted],We are sorry for the inconvenience. We recognized that you did notified us regarding the change of your arrival time ahead, which gave us enough time to communicate it to our affiliated driver in Cancun. We actually did just that and we were assured by the driver that your party will...

be picked up on time, as requested. We were surprised that it didn't happened, due to a local logistical issues, which were communicated to us after the scheduled pickup.The decision to pay you half of the base amount you paid, was based on a wrong facts, relayed to us by the local affiliate, which was that your party didn't show up. Since we realized that these facts were incorrect, we decided to refund you the balance of your payment. The amount that we charged you was $75, (not $78 as you mentioned in your complaint) so you will be refunded $36. You should see this refund back in your account within a few days.Again, we apologize for the lack of service, and for the miscommunication. We do appreciate you as a Carmel loyal customer, and we hope that you will continue doing business with us in the future.Sincerely,Samantha - Carmel Customer Service.

Dear Sir,The customer was dropped off on 1/*/2017 at 1:30 AM, when they forgot the item in the car. The driver is a night driver and he left his shift to go home at approximately 5 AM. The driver didn't respond to the dispatch calls at that morning. The customer filed a lost & Found claim on...

1/*/17 at 10 AM. The driver responded on 1/*/17 and after search he notified that he found the bag. The driver brought the item to our office on 1/*/17, and the customer was contacted at the same day, to notify them that they can pickup their lost item.The customer picked up their lost item on 1/*/2017 and the customer currently is very happy of the outcome.Unfortunately this claim was sent to us last night (1/**/17), 10 days after this matter was resolved. Please close the case.Respectfully,Samantha, Carmel Customer Service.

Dear Sir, As we mentioned previously, the customer was refunded the amount requested, despite the fact that the driver did take the tolls charged by him. Carmel refunded the customer, as a courtesy, and so we see the matter closed.Respectfully Carmel team

Dear Sir,We apologize for the late response, as we were in a process of moving our offices. As far as this complaint is concerned [redacted] made a reservation on 7/**/2017 ([redacted]) to be picked up in NWK airport and being dropped off in Manhattan. [redacted] did make his reservation for a Luxury...

car. [redacted] was picked up by a late model luxury black Avalon (car 53), which is considered as a luxury car in our fleet. We define our luxury sedans based on the year model of the car. The customer wasn't over charged for tolls as they claimed. They paid the regular tolls fees of $19.70 in advance. This payment was done more then three hour before the customer arrived. [redacted] was fully aware of the tolls, which have nothing to do with our service. We apologize for any inconvenience caused to the customer, however [redacted] wasn't lied to, as they claimed. They did speak with a supervisor, when they arrived to NWK, which tried to explain to them the situation. Since they were not happy with the reply they got, couple of days later they spoke to the evening manager [redacted]. The manager apologized for the inconvenience and explained that there is no justification for a full refund, as they got the full service they ordered. After a long conversation with the manager, he decided to refund [redacted] $8 as a courtesy. We believe that we have more then fulfilled our obligations, and we see this matter closed.Respectfully,Samantha, Customer Service, Carmel Limo.

Dear Sir,We apologize for the misunderstanding and the inconvenience caused to the customer. The driver picked up [redacted] on 6/**/17 at 9:48 PM. He brought the customer From LGA airport to the destination in Manhattan at 10:21 PM. As in all transfers, the driver asked the customer for payment and...

the customer gave his CC. While processing the customer CC, the driver entered automatically 20% tip and swipe the card, since this is the regular tip which customers usually pays. [redacted] didn't agree to pay 20% and he decided to give the driver $40 in cash. The driver took the cash, but at that time, the CC was charged already. The driver didn't have the technical means to refund the customer at that moment.[redacted] filed the complaint with our C.S. department on 6/**/17, asking a refund for the extra CC charge. Our C.S. department processed the claim and after we verified with the driver that he actually got $40 in cash, the customer was refunded the full amount of $45 on 6/**/2017. The double payment occurred due to a  misunderstanding and the issue was resolved to the customer satisfaction. We see this matter closed.RespectfullySamantha, Carmel Customer Service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I attached the receipt from the trip from NYC to Great Neck from the same day.  There was only 1 toll.  I have been traveling round trip from Great Neck to Manhattan for more than 50 years and have never paid 2 tolls going in one direction.  In fact, if you take the [redacted], there aren't any tolls.  If Carmel doesn't know this, they shouldn't be transporting passengers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sir/Ma'am,We apologize for the customer inconvenience, and we are sorry for the misunderstanding regrading the tip charged for this trip.The customer order a trip from Roosevelt Island to JFK at a fare of $45. The customer asked the driver to drop them off at Jamaica air tram station. The fare...

to this destination is $51, which is $6 more then the original fare to JFK, which [redacted] was charged. The driver actually kept a lower fare than the price he should have charged, which was a nice gesture on the driver behalf. The car dispatched to this trip was a 2015 black Toyota Avalon, which is considered as a deluxe car in our fleet. This matched the customer ordered.Our records show that the first complaint we got from [redacted], was a message via Carmel website on 5/*/17. Our customer service rep. called the customer on that day and left her a message since they didn't get any response. The customer called back on 5/*/17. Our rep. called her again the next morning (5/**/17), spoke with her and started an investigation process which is part of the company protocol. This investigation ended quickly, by Carmel decision to refund the whole $25 tip to the customer. The tip was refunded to [redacted] account on 5/**/17.Carmel is committed to provide an excellent service to its customer and as such Carmel fully refunded the tips to the customer, despite the fact that the service was provided in full. Carmel also dealt internally with the driver, to prevent such complaints in the future. We see this matter closed and we hope that our actions and this response will satisfy [redacted].Respectfully,Samantha S[redacted], Carmel - Customer Service Representative.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear Sir,We apologize for the late response, as we were in a process of moving our offices, in the past few weeks. As far as the complaint, the customer order a transfer from Great Neck to Manhattan on 7/**/2017 for the same day, at 5 PM. The driver picked up the customer and dropped [redacted],...

as requested, earlier and quickly. A few hours later, the customer called and complained that she was overcharged for the tolls. The dispatcher which spoke with the customer, sent [redacted] a courtesy $8 discount for the next ride, and transferred her complaint to our customer service dept'. Our C.S. team called [redacted] to hear the complaint, and explained that we will have to check with the driver the overcharge claim. The driver responded that he didn't double charge the customer for the toll, he claimed that due to constructions on the highway that day, he decided to take a detour which resulted in additional toll for the customer. We checked his claim with his GPS report, and we found out that the driver did take a detour through the Bronx, due to heavy traffic and that detour resulted in an extra toll of $8.50. Our customer service agent called the customer back on 7/**/17 and explained [redacted] that she wasn't double charged, and due to that there will be no refund. As we got this Revdex.com complaint, we took another look at the case. We decided that despite the fact that the additional charge was justified, and as a courtesy, to our loyal customer, we will refund the customer the requested $8.50. With that said, we apologize to the customer again, for the inconvenience, and we see this matter closed.Respectfully,Samantha, Customer Service,Carmel Limo.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]