Dear [redacted] ***,We received the first complaint on we tried to reach you twice on 11/ [redacted] & 11/ [redacted] with no replyOur rep' spoke with you first on and then again, after we investigated the issue on 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# [redacted] , 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 [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear Sir,We apologize for the misunderstanding and the inconvenience caused to the customerThe driver picked up [redacted] on at 9:PMHe brought the customer From LGA airport to the destination in Manhattan at 10:PMAs in all transfers, the driver asked the customer for payment and the customer gave his CCWhile 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 $in cashThe driver took the cash, but at that time, the CC was charged alreadyThe driver didn't have the technical means to refund the customer at that moment[redacted] filed the complaint with our C.Sdepartment on 617, asking a refund for the extra CC chargeOur C.Sdepartment processed the claim and after we verified with the driver that he actually got $in cash, the customer was refunded the full amount of $on The double payment occurred due to a misunderstanding and the issue was resolved to the customer satisfactionWe see this matter closed.RespectfullySamantha, Carmel Customer Service
Dear Sir,We apologize for the inconvenience and the misunderstanding [redacted] filed this complaint twice with our customer service departmentOur C.Srep' 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 $which was honoredIn addition there were tolls $17.50, which consist of $for the tunnel and $for the turnpikeThe gratuity was up to the customer's discretionThe customer was charged $($59-$3) plus $(tolls), for a total of $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 $which is a part of the tollsThese tolls are an additional mandatory charge at this rideThe tolls charge amount is mentioned in our company website in the FAQ sectionThe toll amount is being charged, since the driver must pay it, on the way back to the city after he dropped the customer offBased 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 driverDespite 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 inconvenienceWe 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 CancunWe actually did just that and we were assured by the driver that your party will be picked up on time, as requestedWe 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 upSince we realized that these facts were incorrect, we decided to refund you the balance of your paymentThe amount that we charged you was $75, (not $as you mentioned in your complaint) so you will be refunded $You should see this refund back in your account within a few days.Again, we apologize for the lack of service, and for the miscommunicationWe 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,We apologize for the late response, as we were in a process of moving our officesAs far as this complaint is concerned [redacted] made a reservation on ( [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 fleetWe define our luxury sedans based on the year model of the carThe customer wasn't over charged for tolls as they claimedThey paid the regular tolls fees of $in advanceThis 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 serviceWe apologize for any inconvenience caused to the customer, however [redacted] wasn't lied to, as they claimedThey did speak with a supervisor, when they arrived to NWK, which tried to explain to them the situationSince 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 orderedAfter a long conversation with the manager, he decided to refund [redacted] $as a courtesyWe believe that we have more then fulfilled our obligations, and we see this matter closed.Respectfully,Samantha, Customer Service, Carmel Limo
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 $The customer asked the driver to drop them off at Jamaica air tram stationThe fare to this destination is $51, which is $more then the original fare to JFK, which [redacted] was chargedThe driver actually kept a lower fare than the price he should have charged, which was a nice gesture on the driver behalfThe car dispatched to this trip was a black Toyota Avalon, which is considered as a deluxe car in our fleetThis matched the customer ordered.Our records show that the first complaint we got from [redacted] , was a message via Carmel website on Our repcalled her again the next morning (517), spoke with her and started an investigation process which is part of the company protocolThis investigation ended quickly, by Carmel decision to refund the whole $tip to the customerThe tip was refunded to [redacted] account on 517.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 fullCarmel also dealt internally with the driver, to prevent such complaints in the futureWe see this matter closed and we hope that our actions and this response will satisfy [redacted] .Respectfully,Samantha S***, Carmel - Customer Service Representative
Dear Sir,The customer was dropped off on at AMThe driver responded on 117, 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 117), days after this matter was resolvedPlease close the case.Respectfully,Samantha, Carmel Customer Service
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]
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: [Your Answer Here] This does not satisfy my claim. I specifically outlined to the dispatcher the needs for this trip. I called the dispatcher and absolutely mentioned the wait time needed at the stop and he failed to mention any additional costs would be charged that evening. Of course, a driver should not wait for free, however it was my understanding that was the reason for the $35 added to the original charge. Had I known this trip would cost $170 I never would have proceeded with the booking. This charge has been disputed with [redacted] . A $12 discount for a future trip is absolutely not enough to satisfy this claim. It was also reported that the driver was awful and that has not been addressed. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
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 toll I have been traveling round trip from Great Neck to Manhattan for more than years and have never paid 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]
Revdex.com:At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved (By clicking "OK", your complaint will be closed as 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 weeksAs far as the complaint, the customer order a transfer from Great Neck to Manhattan on for the same day, at PMThe driver picked up the customer and dropped [redacted] , as requested, earlier and quicklyA few hours later, the customer called and complained that she was overcharged for the tollsThe dispatcher which spoke with the customer, sent [redacted] a courtesy $discount for the next ride, and transferred her complaint to our customer service dept'Our C.Steam called [redacted] to hear the complaint, and explained that we will have to check with the driver the overcharge claimThe 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 customerWe 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 $Our customer service agent called the customer back on and explained [redacted] that she wasn't double charged, and due to that there will be no refundAs we got this Revdex.com complaint, we took another look at the caseWe 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 $With that said, we apologize to the customer again, for the inconvenience, and we see this matter closed.Respectfully,Samantha, Customer Service,Carmel Limo
Dear [redacted] ***,We received the first complaint on we tried to reach you twice on 11/ [redacted] & 11/ [redacted] with no replyOur rep' spoke with you first on and then again, after we investigated the issue on 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:At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted] .Sincerely, [redacted]
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: [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 [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Dear Sir,We apologize for the misunderstanding and the inconvenience caused to the customerThe driver picked up [redacted] on at 9:PMHe brought the customer From LGA airport to the destination in Manhattan at 10:PMAs in all transfers, the driver asked the customer for payment and the customer gave his CCWhile 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 $in cashThe driver took the cash, but at that time, the CC was charged alreadyThe driver didn't have the technical means to refund the customer at that moment[redacted] filed the complaint with our C.Sdepartment on 617, asking a refund for the extra CC chargeOur C.Sdepartment processed the claim and after we verified with the driver that he actually got $in cash, the customer was refunded the full amount of $on The double payment occurred due to a misunderstanding and the issue was resolved to the customer satisfactionWe see this matter closed.RespectfullySamantha, Carmel Customer Service
Dear Sir,We apologize for the inconvenience and the misunderstanding [redacted] filed this complaint twice with our customer service departmentOur C.Srep' 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 $which was honoredIn addition there were tolls $17.50, which consist of $for the tunnel and $for the turnpikeThe gratuity was up to the customer's discretionThe customer was charged $($59-$3) plus $(tolls), for a total of $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 $which is a part of the tollsThese tolls are an additional mandatory charge at this rideThe tolls charge amount is mentioned in our company website in the FAQ sectionThe toll amount is being charged, since the driver must pay it, on the way back to the city after he dropped the customer offBased 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 driverDespite 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 inconvenienceWe 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 CancunWe actually did just that and we were assured by the driver that your party will be picked up on time, as requestedWe 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 upSince we realized that these facts were incorrect, we decided to refund you the balance of your paymentThe amount that we charged you was $75, (not $as you mentioned in your complaint) so you will be refunded $You should see this refund back in your account within a few days.Again, we apologize for the lack of service, and for the miscommunicationWe 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,We apologize for the late response, as we were in a process of moving our officesAs far as this complaint is concerned [redacted] made a reservation on ( [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 fleetWe define our luxury sedans based on the year model of the carThe customer wasn't over charged for tolls as they claimedThey paid the regular tolls fees of $in advanceThis 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 serviceWe apologize for any inconvenience caused to the customer, however [redacted] wasn't lied to, as they claimedThey did speak with a supervisor, when they arrived to NWK, which tried to explain to them the situationSince 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 orderedAfter a long conversation with the manager, he decided to refund [redacted] $as a courtesyWe believe that we have more then fulfilled our obligations, and we see this matter closed.Respectfully,Samantha, Customer Service, Carmel Limo
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 $The customer asked the driver to drop them off at Jamaica air tram stationThe fare to this destination is $51, which is $more then the original fare to JFK, which [redacted] was chargedThe driver actually kept a lower fare than the price he should have charged, which was a nice gesture on the driver behalfThe car dispatched to this trip was a black Toyota Avalon, which is considered as a deluxe car in our fleetThis matched the customer ordered.Our records show that the first complaint we got from [redacted] , was a message via Carmel website on Our repcalled her again the next morning (517), spoke with her and started an investigation process which is part of the company protocolThis investigation ended quickly, by Carmel decision to refund the whole $tip to the customerThe tip was refunded to [redacted] account on 517.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 fullCarmel also dealt internally with the driver, to prevent such complaints in the futureWe see this matter closed and we hope that our actions and this response will satisfy [redacted] .Respectfully,Samantha S***, Carmel - Customer Service Representative
Dear Sir,The customer was dropped off on at AMThe driver responded on 117, 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 117), days after this matter was resolvedPlease close the case.Respectfully,Samantha, Carmel Customer Service
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]
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: [Your Answer Here] This does not satisfy my claim. I specifically outlined to the dispatcher the needs for this trip. I called the dispatcher and absolutely mentioned the wait time needed at the stop and he failed to mention any additional costs would be charged that evening. Of course, a driver should not wait for free, however it was my understanding that was the reason for the $35 added to the original charge. Had I known this trip would cost $170 I never would have proceeded with the booking. This charge has been disputed with [redacted] . A $12 discount for a future trip is absolutely not enough to satisfy this claim. It was also reported that the driver was awful and that has not been addressed. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
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 toll I have been traveling round trip from Great Neck to Manhattan for more than years and have never paid 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]
Revdex.com:At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved (By clicking "OK", your complaint will be closed as 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 weeksAs far as the complaint, the customer order a transfer from Great Neck to Manhattan on for the same day, at PMThe driver picked up the customer and dropped [redacted] , as requested, earlier and quicklyA few hours later, the customer called and complained that she was overcharged for the tollsThe dispatcher which spoke with the customer, sent [redacted] a courtesy $discount for the next ride, and transferred her complaint to our customer service dept'Our C.Steam called [redacted] to hear the complaint, and explained that we will have to check with the driver the overcharge claimThe 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 customerWe 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 $Our customer service agent called the customer back on and explained [redacted] that she wasn't double charged, and due to that there will be no refundAs we got this Revdex.com complaint, we took another look at the caseWe 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 $With that said, we apologize to the customer again, for the inconvenience, and we see this matter closed.Respectfully,Samantha, Customer Service,Carmel Limo