B.V.I.P. Limousine Service Ltd

I am rejecting this response because: Clearly this company does not care about wanting to help customers and making sure they have a good reputationIn the message from BVIP I found a lot of inconsistenciesFor instance, when the driver came to pick myself and my girlfriend up at [redacted] the partition was already not workingAll passengers had said to the driver that they were trying to get her attention but it would not workAs the driver may say we were all intoxicated so we wouldn't know, my girlfriend and I were sober, coming from dinner, so I clearly remember that being said to the driverNever once did they put it up after she had put it down Second, the issue with the bar tab is no concern of hersThe bus boys at the bar were trying to make us pay someone else's tab because they thought it was oursMy girlfriend went back into the bar to make sure nothing was left unpaid, which the bartender told her everything was paid and then made sure the bus boys knew we had paidThird, I'm not sure what she's talking about when she says that they were putting bags to their mouths as if they were throwing up, it was never brought up when she came to the restaurant to pick me and my girlfriend up, no one had any bags and she never mentioned itAgain, taking advantage of customersAs far as I am concerned, we are allowed to post reviews on service we receivedWe had a bad experience and would like other people to be weary of using your service since you had treated us so badlyIt was not harassment, we did not threaten you or your employees or slander your nameWe wrote about our experience, as it is our right to do soOur group of passengers were all adults and if Tammy felt that someone was not of age to be drinking then she should have asked, considering everyone on the limo was allowed in every bar and ID'd at every bar ( we are all and up)I believe that the company and driver are lying to try to get money out of us for damage we did not receiveLuckily, our credit card has much better customer service skills and takes care of its customersThey have refunded us for both charges since they care about their customers and don't want them to pay for charges that we should not be payingI don't accept your response, but I'm not fighting with a company that lies and cheats their customersWe have all learned our lessons to not use your service and to never recommend them to a friendMany of the complaints and reviews from this company seem to involve any type of alcohol being consumed, they hope they can screw customers out of money who are drinkingIf you would prefer your customers don't drink while using your service, maybe you shouldn't allow alcohol to be consumed

We are very sorry to hear that Mr [redacted] still feels the way that he doesAgain we are family owned and operated for over years now and still takes pride in that and also our customer serviceThere is a reason why we have been in business this long, and have had clients with us since the beginning and still choose to use us; there is a reason for thatWe don’t just have 25+ vehicles in our fleet with over drivers eitherWe have our records to prove that Mr [redacted] ’s run came back with the damages to the acrylic ceiling being brokenThe photos can be for checked for the internal time stamped as also stated beforeIn our driver’s statement she did say that they were playing with the partition before she picked up [redacted] and his girlfriend, and she did also state she believes that the bags were used to possible blow smoke intoBut she wasn’t certainAs far as his comment about drinking, of course you are allowed to consume alcohol, as long as you are of age to do soWe understood that this was for a 21st birthday, and yet he stated everyone was years of age or olderWe would appreciate however for our customers to act like adults by not disrespecting vehicles that are rented and not owed by themBesides that point, he is entitled to his opinion in this matterIn his statement he is going to make sure that our future clients are aware of his option of our companyBut we will also contact other limousines companies to make sure that they are aware of his behavior as well as his group when renting out vehicles

Unfortunately we did not get notification of this complaint, we got a voicemail todayBelow is our email correspondence with *** She became harassing to our company and this matter has been closed. We are completely dissatisfied with the shuttle service we paid hundreds of
dollars forOur ceremony started minutes late because of your driver and poor following of directionsOur guests had to get an uber to get to our ceremony and the driver fought with me (the bride) that we had to leave before our reception even ended.I want a supervisor to call me first thing on Monday to discuss our complaints and tell me how it is going to be made right.I am very sorry to hear of thisI will need to get in touch with the Driver to speak to him before we make contact with youHe is currently on a run today, tomorrow, and MondaySo with that said I might not be able to speak with you until Tuesday after 3:pm. I will be in touch.Thank you,***Office Manager Thank you ***, I will be waiting for your call on Tuesday. You're welcome ***, I hope you have a good rest of your weekend. BVIP Limousine

Initial Business Response /* (1000, 5, 2015/07/21) */
D*** reservation was taken by K*** on 7/13/As she does with every reservation she takes, she tells the customer's all the same guidelinesWe ask for their first and last name, date of service, what is the occasion for, how many people
they will have, confirm again the correct vehicle that they are reservingWe then get their phone numbers, place of destination, ask them if they would like to just put down the security deposit, or full amountWe then ask for an email addressOnce we have an email address, we let the customer know that they will receive their contract in a few days, or if their reservation is within a week we will get them their contract the same dayThat is what K*** did for MrsB***The reservation was taken on 7/13/15, emailed to her the same day, and told verbally that she will have to print the contract and receipt and sign and send back via email or faxIf she didn't have access to do so, she needed to let us knowAlso that we will call the day before to confirm againIt does happen sometimes where we do not receive a sign contract back, and therefore we send one with the driver for them to sign upon arriving
As the night of the reservationWe also call the day before to confirm the reservationWe attempted to call on 7/17/and also emailWe called the number, and it said that is was disconnectedMrsB***'s reservation was for 7/18/for a PM pick upWe also attempted to call the day of on 7/18/since her pick up time wasn't till the eveningWe never received an email back, nor a phone call the night on the reservation on 7/18/So being in business for over years this does happen every now and then, this is what we call a no call no showIn this case, we keep the security deposit that was givenAnd the customer never calls backIn MrsB***'s case, it was a little odd, if you rented a limousine and it doesn't show up, you would think that you would call and find out where it is? When MrsB*** called on Monday 7/20/15, she gave a lot of different "reasons" why she didn't call"You are closed on Saturday's that why I didn't call" We are a limousine company; we have our entire fleet is out on Saturday evenings
We took the time on the phone with MrsB*** to take her reservation, she booked the vehicle the week of, and our policy of our company states within weeks of the service if cancelled you're responsible for the rest of your balance(Which she was aware of) We attempted to call our customerWe did not want to send a driver on a no call no showAnd we never received a call that evening asking where their limousine wasMrsB*** spoke to K*** as well in the office on Monday 7/20/15, and was trying to keep talking about the night of the reservation; however K*** was trying to get her to understand that if she would have received the documents and signed them like she was asked to do, none of this would have happenedMrsB*** then kept yelling at K*** stating that the things that K*** said that she told her was a lieHave never had a problem with K*** not telling the customer the correct information, she has been here for yearsBeing that MrsB*** became more or less unruly on the phone, K*** decided to say, "Ma'am I understand that the customer is "always supposed to be right: but in this case I am not sure what kind of game your are trying to play, but you are lying, and I am not going to be called namesI am trying to help you understand where this could have been avoided."
The reason why MrsB*** will not be receiving her $back is due to the fact that we lost business being that we blocked the limousine out on Monday 7/13/and the reservation was for Saturday 7/18/We do get last minute callsHowever we thought that we had a good reservationNormally it would be for the full amount owed
We have attached her contract and was emailed to MrsB*** on 7/13/We do apologize for the fact that this reservation was not able to be fulfilled because we could not get a hold of her

We are very sorry to hear that Mr. [redacted] still feels the way that he does. Again we are family owned and operated for over 11 years now and still takes pride in that and also our customer service. There is a reason why we have been in business this long, and have had clients with us since the beginning and still choose to use us; there is a reason for that. We don’t just have 25+ vehicles in our fleet with over 30 drivers either. We have our records to prove that Mr. [redacted]’s run came back with the damages to the acrylic ceiling being broken. The photos can be for checked for the internal time stamped as also stated before. In our driver’s statement she did say that they were playing with the partition before she picked up [redacted] and his girlfriend, and she did also state she believes that the bags were used to possible blow smoke into. But she wasn’t certain. As far as his comment about drinking, of course you are allowed to consume alcohol, as long as you are of age to do so. We understood that this was for a 21st birthday, and yet he stated everyone was 24 years of age or older. We would appreciate however for our customers to act like adults by not disrespecting vehicles that are rented and not owed by them. Besides that point, he is entitled to his opinion in this matter. In his statement he is going to make sure that our future clients are aware of his option of our company. But we will also contact other limousines companies to make sure that they are aware of his behavior as well as his group when renting out vehicles.

Initial Business Response /* (1000, 5, 2016/06/13) */
We first received a phone call from his sister on June 2nd, 2016 to let us know that he was sick and in the hospital, and needs to cancel for June 4th 2016 reservation
Received this email from [redacted] on June 3rd, 2016
I have a...

reservation for June 4th for my 30th birthday party. Im really disappointed because I just got out of the hospital and will not be able to go this Saturday. I just got out of surgery tuesday and out of the hospital a few hours ago. My sister contacted you yesterday but I really wanted to let you know personally. I don't want my deposit back and understand asking is unreasonable but I'm really hoping you can reschedule for me. I read the terms and the thing is that my reservation in total is only 12 days from when I paid my deposit until the day of the limo. Im so sorry that this happened and am really hoping that you can work with me because I was so excited to ride your limo. I actually bought a town car from you about 6 months ago. I don't know if you remember me but I lived right behind your offices. Anyway, I'm so sorry that this happened, Please, anything will help.
[redacted]
Replied on June 3rd, 2016
Under the circumstances your $150 will not be refunded, however your $190 that was charged for your balance we will allow for you to use for a future service.
We have cancelled your reservation for tomorrow, and you are allowed to use the $190 towards a future reservation.
Thank you.
Katie
BVIP Limousine

[redacted] then emailed right back this on June 3rd, 2016
If I am being charged the entire amount then I want use the service. You cancelled my reservation with out talking to me then took money out of my account without my permission. I was simply asking in the last email. I already have everyone coming here tomorrow so I expect the limo to be here that I paid for. Thank You
And we responded right back on June 3rd, 2016
Not a problem. Limousine will be at [redacted] at 945 pm tomorrow Saturday June 4th.
Your drivers name is Kevin and his contact cell is [redacted].
All set and confirmed.
Thank You! Katie BVI P Limousine
Our driver let alone showed up, he was early. We received a phone call from our driver at 9:50 pm. He told at that the address that the pickup was the landlord is the father to [redacted]. The landlord/father said he wasn't there and he probably forgot. The driver was told to wait for at least an hour, and to keep trying to get a hold of [redacted]. We then went onto our email's are found this email that was sent at 2:03 AM on June 4th 2016. Please keep in mind his reservation was for June 4th at 9:45 pm pick up.
The more I think about how I've been treated the angrier I'm getting. After all this I can't trust that you won't charge me for bogus cleaning fees and damages. Me and my friends are not getting on that limo. I also contacted the Revdex.com and let them know exactly what happened.
We responded immediately from reading this email on June 4th at 10:15 pm.
This email was not seen until now. The driver was just there for the pickup location and was told to not leave for at least an hour. We got a call from I believe your sister to confirm. And we were all set.
I'm sorry you felt that you were mistreated. We stuck to our policy. And you emailed back and said you were taking it. No phone call. We have been in business for 11 years and have never charged someone for a clean up fee that was unnecessary.
Driver was told to leave and head back to our building.
Katie
BVIP Limousine
We as a company wanted ALL the emails listed that went back and forth with us and [redacted]. As stated in the emails back and forth, after receiving the email that he wanted to keep the limo we even got a phone call from his sister making sure that we do NOT cancel the limo and that they are still taking it.
Under the circumstances with Mr. [redacted] being in the hospital we were willing to allow him to use the $190 towards a future run. He was responsible for the entire balance canceling 2 days before the date of service. But we decided to just keep his $150 for a cancel fee, and allow him to use the $190 towards a future service. We never received a phone call that he wanted to cancel again. Our driver sat there for an hour, and called [redacted] multiple times, and he never picked up. We will not be refunding any money due to the lack of communication from [redacted] and also our policy states within 2 weeks of the service if canceled you are responsible for the entire balance. And yes it is stated on our website as well as the paperwork that was emailed directly to [redacted].
We take pride in our customer service, and have been in business for 11 years. We felt bad towards Mr. [redacted] under his circumstances and were willing to work with him; however we did not receive the same courtesy towards us.

We first received a phone call from the driver assigned to this run for [redacted] on all the issues she had had with them. The driver was a little more firm with them, due to the behavior of this group. They would open the doors of the vehicle with it was in motion. She asked them to please...

stop doing this, and the response she would get is “would you like to me to pour my pee out in the car?!” The passenger urinated into one of the glasses and wanted to open up the door to pour his urine out.  The partition of the vehicle they kept playing with it and ending up breaking it. And yes they did break the ceiling in the car that was rented. And yes the photos are “time stamped” What this means is you can look at the internal memory of any photos taken with a phone. These pictures were taken before the car was rented again due to it being cleaned before it had to go out again. [redacted] was the last one to rent it and the ceiling came back broken. Due to our records we can prove this is a fact.   Yes the card was charged at first for a $150 clean up fee. There were Jello shots and left over bodily fluids left over in some of the glasses. When [redacted] first called he was extremely rude himself first. He did ask Katie why was my card charged for $150? And when Katie responded she proceeded to tell him that he broke contract by having Jello shots in the vehicle, and also about the left over urine inside of the glasses. As soon as Katie said this, in a very calm and professional way, [redacted] started complaining about the driver. At that point Katie did say “well I am sorry you feel that way sir but maybe you and or party should of listened to the driver on opening the door when it was in motion” [redacted] got extremely irate and started screaming. Katie then proceeded to say that the vehicle is still being inspected and other charges might apply. However she thinks that [redacted] might have hung up on her and might not have heard her last sentence about the additional charges. Please also keep in mind that never at any point in the conversation did [redacted] deny any of the accusations about the Jello shots or urine in the glasses.   The reason why an email was sent with photos attached was due to the phone conversation that [redacted] had with Katie and hung up the phone on her. After he received the email he of course did give us a phone call. And yes Katie was the one that picked up the phone. [redacted] informed her that she was on recorded line. Katie did make this phone call short because of how [redacted] was speaking. Himself and two other passengers in his party posted 3 negative Google reviews all in the same day.    After all the reviews on Google were done was when we received the phone call back From [redacted] informing Katie about being on the recorded line. Katie made sure the phone call was short and straight to the point due to the harassment of the reviews.   We have also added the driver’s statement below that we asked her to write:   To Whom It May Concern:   I, Tammy S., the driver for this contract, have written this statement on behalf of BVIP Limousine.  I arrived at [redacted], Ohio at 8:30 pm on 7/16/2016.  I was greeted by a few riders.  [redacted] is where the pickup was scheduled for, at 9 pm.  As a courtesy, BVIP Limousine Drivers arrive 30 minutes earlier than the pickup time.   I waited for five more people to arrive; seven in total were in this group.  I discovered that the primary passenger was to be picked up at the next location, The [redacted], located at [redacted], Ohio.  The drive would be about 45 minutes long.   When I received the go ahead from, [redacted], by phone.  I gave the group my speech, "Hi, I'm Tammy, please take my phone number, so when we get to where we are going and I have to park elsewhere, you can contact me and I will then drive to the pickup spot.  There is no smoking allowed in vehicle, if you do, there is a $500 damage fee, if you feel sick, let me know, I will stop the vehicle and let you out, because, if you get sick in the vehicle there is a $150 clean up fee.  You can drink inside the vehicle, all you want, but when we arrive at the destination, you cannot bring out any open containers.  And, please allow me to open the door for you.  O.k., let's go and have fun."   I was driving on the highway, and five minutes into the drive, I look in the rear view mirror, I saw a few guys go to the very back of the vehicle. The partition went up, I pressed the button to lower it, and it went up again.  But I did see them cup something to their mouths, then hold a plastic bag to their mouths. As though to blow any smoke into the bag, so I wouldn't notice smoke in the vehicle.  This happened several times. As we got off the highway, whoever closed the partition I tried to open the partition, it wouldn't open.  It was broken.  As we traveled down the road, a passenger opened the back passenger door.  I stopped the vehicle, got out, went to the back of the vehicle, and opened the door.  I asked, "Why are you opening the door? I would open the door for you.  Don't open the door!!!" One of the passengers urinated into a glass and said back to me “would you like to me to pour my pee out in the car?!”   I was so very shook-up.  The guy was so drunk; he could have fallen out of the vehicle. That could have been a horrible accident. We were a few minutes away from the next location.  When we arrived, I was told, “The guy had urinated in two cups and wanted to toss out the urine."  They did apologize to me, explaining, that he had been drinking for hours before the pickup.     I pulled up to the [redacted], the primary passenger, [redacted] and his girlfriend were there waiting for us. This night out was a surprise for his girlfriend's 21st. birthday bash.  While stopped, some guys got out of the vehicle, to urinate of the side of the building.  I spoke to [redacted] about the door opening incident.  He said, "Don't worry, I'll keep an eye on them, I apologize."  I had heard talk of them leaving that guy behind.  But they didn't.   I gave, [redacted] and his girlfriend my speech, since they hadn't heard it yet.  It was 10:04 p.m.  We arrived at the next location about 10:45 p.m.  I dropped them off at a bar.  I came back to that bar about an hour later.  I went inside to use the restroom.  When I went outside of the bar, the bouncer said, “I feel sorry for you, there is one in your group, throwing up, by the parked cars.  Your group went to the bar down the street on the next corner.”   I waited for the call from, [redacted], to go and pick them up.  While waiting [redacted]'s brother and another guy came over to me.  I asked about the guy throwing up.  He said, "Yes, he was, but he should be good now."  Then he started discussing with his friend about leaving the guy behind, or having him take an Uber back to [redacted].  They did not leave him behind, or make him take an Uber.   I was called over to the next corner bar.  That street had vehicles parked on both sides of the street, I could not impede traffic, so I drove down the street a bit, parked off to the side.  Half the group came to my vehicle, got in, got out, went back to the corner bar.  I waited 15 to 20 minutes for the group to return to the vehicle.  While I waited, I had people on the street had said to me, "Your waiting because someone did not pay their tab, and they are fighting about it."   [redacted] and his girlfriend made it back to the vehicle. She confirmed what I was told about the tab and argument. Finally, they were all in the vehicle and we left [redacted], Ohio.  It is about 12:30 a.m.  On the way back to [redacted], Ohio, the partition is broke, I can't see into the back of the vehicle, but I can hear them screaming, kicking and or punching, music playing, laughing, and shouting.  They did not open the doors while I drove, and that was a big concern for me.  I was so worried.  Who knows what they would do?  I'm a ** year old, 5 ft. 1 in. lady driver against nine, 21 year old's.    Once back at [redacted]'s, seven of the people got out of the vehicle.  Some were on the sidewalk and some on the road, behind the vehicle.  Two undercover Police officers pulled up.  They said to the group, "Who's idea was this, getting dropped off here?  You are all drunk and no one is driving out of this parking lot."  One of the girls had said, "So and so lives down the street and we are walking there!!"  There was an argument going on and I thought a fight might break out with the police and that girl.  Her friends got her to walk away.   [redacted] and his girlfriend were still in the vehicle grabbing coolers, phones, and purses.  I went back into the driver's seat, to drive away, before any fighting started between the police and that group.  [redacted] came back after he was out of the vehicle, to get his girlfriends phone.  He opened the passenger's side door.  I got back out of the car and opened the driver's side back door.  The phone was on the seat; he grabbed it and closed the door.  I started walking back to the driver seat and the Police started asking me about the group, and if I was O.K.?  I stated, "I'm o.k."   I was back at the depot by 1:50 a.m.  I went into the vehicle to take the trash bag I had put in there, out.  That was when I discovered the damage they had done to the inside of the vehicle.  There was puke, slimy spit everywhere, Jello-shot stickiness on back seat, a broken partition, and the milky white and black glass broke from the ceiling,  I was sick to my stomach...so much damage.   I let the company know of the damage caused by them.  I wrote it on the contract sheet, and I had text the information the next day. The vehicle needed to be cleaned, and repaired before it could go out on another run.   Thank you Tammy S.   [redacted] will not be receiving a refund of any sort. The $150 was for the clean up fee of the vehicle, and the $500 was for the broken acrylic ceiling in our vehicle.  We have attached the sign contract of [redacted] and also the photos of the damages.

Initial Business Response /* (1000, 5, 2015/10/02) */
Upon completion of an internal investigation and interviewing our driver. I have come to find that the consumers complaint is inaccurate.
After checking our 24/7 call centers phone logs, it was discovered that no phone calls were answered...

or missed during the end time of her event or after her event. Furthermore, I have researched our GPS units and the driver was inactive for a total of 15 minutes.
The driver was having problems with the passengers on board that she was shuttling back to the hotel which also caused a delay. The driver stopped by gas station for a client who was feeling ill and needed the restroom. (in other words we saved consumer from a 200.00 clean up fee).
Our driver is only permitted by state law to transport the amount of passenger permitted by law for the vehicles occupancy count. In which case, the driver was following the law.
The driver had planned to return (even after the end time) to get the bride and groom. However it was the choice of the bride and groom to find alternative transportation.
This was a wedding and alcohol consumption is believed to be a major factor in this complaint of what exactly transpired the night of the event. However, our logging systems, GPS and drivers logs seem to show the factual information.
The bride and groom were on a honey moon after the wedding. With this being the case, it was hard to complete an investigation without actually hearing her main concerns.
She is correct, our reservationist offered a 150.00 gift certificate which is our policy. However, client declined and that is when our reservationist said she would escalate complaint to a manager. By the time I received all information, the consumer had already made false accusations and allegations against the company and even furthered it along with threatening emails to our customer service team.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to BVIP's reply to the Revdex.com - I am attaching proof that the business was in fact contacted around 11pm to find out where the driver was. Also attached is a text message at 11pm asking if the shuttle driver was coming back because our guests were standing out in the cold. All guests were outside of the reception hall between 10:15 and 10:30 as that is when the reception ended, the driver didn't return until 11:15. From my understanding, the last guests were dropped off at the hotel between 9:30 and 10pm.
Also attached are several statements from our guests with the happenings of the evening.
One statement from a guest who was on the last shuttle states no one was sick, because no one was, so BVIP stating that they "saved consumer from a $200 clean up fee" is absolutely ridiculous, especially since the hotel is closer than the gas station. If someone were sick, why drive further? Our guests stopped at the gas station to get beer to take back to the hotel, I'm sure if footage was pulled from the gas station cameras you would see exactly that. I was also told by Katie that she spoke to the driver and informed her she should not have taken our guests to the gas station and she had been reprimanded.
"Our driver is only permitted by state law to transport the amount of passenger permitted by law for the vehicles occupancy count. In which case, the driver was following the law. "
There was only 6 people on the last shuttle that ran. The shuttle holds 14 people.
"The driver had planned to return (even after the end time) to get the bride and groom. However it was the choice of the bride and groom to find alternative transportation. "
The bride & groom had no choice but to find alternate transportation to hunt down our shuttle, if we hadn't, she would probably still be sitting at the [redacted] in [redacted]. I even contacted the hotel to ask them if our shuttle was there, prior to leaving to find the driver, and the lady I spoke to said she was and that she would send her back to the hall. She never came.
"This was a wedding and alcohol consumption is believed to be a major factor in this complaint of what exactly transpired the night of the event. However, our logging systems, GPS and drivers logs seem to show the factual information. "
First of all, they can't be serious about alcohol consumption. I can't even fathom why else they would think we would hire a shuttle for our guests, especially when I specifically stated we needed a shuttle so none of our guests were drinking and driving. Furthermore, your GPS can not be possibly correct, since our guests waited outside for more than 45 minutes waiting for the shuttle to return. We were also paying a [redacted] Police Officer to monitor our wedding, he was made to wait until all of our guests had left the reception, I'm sure he would be happy to vouch for the fact that we were all left stranded.
"The bride and groom were on a honey moon after the wedding. With this being the case, it was hard to complete an investigation without actually hearing her main concerns."
I never once mentioned we were going on a honeymoon until after we returned and I spoke to Katie and when I asked her what the status was she said "Oh the manager hasn't contacted you yet? He was supposed to last week."
"She is correct, our reservationist offered a 150.00 gift certificate which is our policy. However, client declined and that is when our reservationist said she would escalate complaint to a manager. By the time I received all information, the consumer had already made false accusations and allegations against the company and even furthered it along with threatening emails to our customer service team. "
No accusations have been falsified and I will also attach my "threatening" e-mail. I have a nasty email and voicemail from Katie I'd be glad to share. My e-mail was simply a response to her attempt at bullying me.
The bottom line, is that we paid $450 for a service we never fully received. My mom was forced to leave the hotel to pick people up from the reception to make more than one trip with guests and our groomsman also had to drive people back to the hotel. We paid for this service so no one would be inconvenienced and everyone could arrive back to the hotel safely. Fortunately, everyone arrived safely but multiple people were inconvenienced.
Final Business Response /* (4000, 9, 2015/10/20) */
To whom it may concern in this dis agreement:
I had the opportunity to review the clients photos. Currently at this time I noticed that the out going phone call to BVIP was 16 Seconds. Which means the client chose to hang up. Our phone system does not re route to the next available rep or have voicemail initiated till after 25 seconds. Thus showing the client made a phone call and hit dialed and then hung up the phone prior to a representative answering the phone.
As for witness statements the client tried to send through, these are not relevant as of course family and friends would stand beside another family member or friend.
Furthermore, it is the understanding of our company that the said client initiating this claim states that she wants a full refund. Furthermore, our reservationist stated we would give her a $150.00 gift certificate to use on future services. The client denied this request and did not give BVIP Limousine ample time to respond.
BVIP Limousines Company policy is that a customer with a disagreement or needing assistance with a situation is entitled to receive a 150.00 gift certificate. This is what the reservationist offered. However, the client declined.
With extensive amount of traffic also being a cause in the lateness of the bus, our contract states that BVIP is not responsible for traffic conditions beyond our control and that client will be credited unused time ONLY for future services. With this being stated, client was offered 'more' than her un used time amount.
The client will not be receiving a full refund as she requested and demanded. Our contract was followed and is in place for a reason.
The clients total was 650.00. you divide that by the 4 hours in her contracted times and it comes to 162.50 an hour.
Per the clients 'proof' of phone call at 11:00 pm. we will credit the client for the 1 hour that she states was not used. We are not going to refund an entire contract when the entire service was used from 4:45 pm to 6:00 pm and then started back up at 9:15 pm.
So to highlight and clarify, BVIP Limousine will credit the client the $162.50 for the hour she claims was un used. As far as the entire balance, we will not credit as services were performed.

From: [redacted]Date: Wed, Nov 15, 2017 at 1:19 PMSubject: Fwd: Complaint InformationTo: Hi [redacted]I was told to forward you the emails I have received from BVIP Limo. As of right now, there are two that I have received. These are in regards to complaint# [redacted]Thank you for your help![redacted]---------- Forwarded message ---------From: Date: Tue, Nov 14, 2017 at 3:33 PMSubject: Legal ActionTo: Dear [redacted],Your harassment against my company needs to stop.  I met with my attorney today, so if your harassment's do not cease we will be forced to pursue legal action against you.Thank You,ManagementBVIP Limousine ServicePhone: 330-725-3108 Email: [email protected]: BVIPLIMO.COM -------...⇄ Wed, Nov 15, 2017 at 1:20 PMSubject: Fwd: Complaint Information 2To: "---------- Forwarded message ---------From: <[email protected]>Date: Wed, Nov 15, 2017 at 12:08 PMSubject: Legal ActionTo:Dear [redacted],I've spoken with my attorney again today and he advised me to email you and to inform you that if the harassment emails and reviews do not stop by you or anyone from the day of your wedding which was September 29th, 2017, he will be happy to add them to the law suit.  You will be receiving a letter from my attorney within the next few days.  The names we have so far are:[redacted]Your attention to this matter would be greatly appreciated.Thank You,ManagementBVIP Limousine ServicePhone: 330-725-3108 Email: [email protected]: BVIPLIMO.COM

Those screen shots are from when she first starting harassing our company. Those are all old. And she went and filed another review on google, so we typed up a letter and asked our attorney if we can post and he said yes. Attached is the most recent correspondence with her, and this needs to stop. If you need to call me please do so, thank you.      (owner)2 days ago[redacted], We would appreciate your harassment to stop. You have contacted us as told us that you have an attorney involved, but yet still want to go on and write reviews, which yes is your right to do, however your attorney should have advised you that continuous reviews, post, and emails are not legal in regards communication with our company. You have already written a review on Google under “[redacted]” 9 weeks ago. So to file another review is indeed fraudulent and harassment. To address your comment on the driver being late this is indeed false once again. We were in full communication with you the very next day after your wedding and stated that we would be in contact with you by Tuesday October 3rd by 3:30 pm. You and also us were in full agreement on this so we can fully investigate the situation. Which we did conduct by speaking to the driver, physically going to the Hotel and also your reception site. Unfortunately this was poor planning on the wedding parties end due to hotel check in at 3:00 pm some of the bridal party missed the first shuttle the driver was not late he was 1/2 hour early confirmed by hotel with security camera’s. Scheduled pick up was 3:30 pm driver was there at 3:00 pm. He waited and then departed at 3:40 pm, with heavy Friday traffic and four rail road tracks the bus must come to complete stop also road construction and MapQuest says 25 minutes one way. Again we had every intention to give you a call on October 3rd by 3:30 pm to rectify this situation, but we ended up getting a review on Yelp. With that review that came in by you we then in turn sent you and email to respond that we conducted a full investigation and consider this situation to be closed. Which by the way, your Yelp review that you so kindly “revised” recently was removed within 15 minutes. Yelp never removes reviews even when requested. After you revised your review, they noticed it immediately and called us to inform us that we determined that your review was considered “a hate review and a harassing review” so they took it upon themselves to remove it! So if you feel the need to continuously harass our company, please be advised that we will proceed with all remedies available under the law. But please note. We have been in business for over 12 years now. We are in fact family owned and operated. We do take pride in our customer service. We average over 350 weddings a year. And do around 2500/3000 reservations in a year total. We say this with the utmost professionalism as we can at this point. You will not have an effect on our company, and our business has been just fine ever since your wedding.In conclusion, we do in fact hope that you find some peace in your life to move on from this event. Because we know that we have.

I am rejecting this response because:
Clearly this company does not care about wanting to help customers and making sure they have a good reputation. In the message from BVIP I found a lot of inconsistencies. For instance, when the driver came to pick myself and my girlfriend up at [redacted] the partition was already not working. All passengers had said to the driver that they were trying to get her attention but it would not work. As the driver may say we were all intoxicated so we wouldn't know, my girlfriend and I were sober, coming from dinner, so I clearly remember that being said to the driver. Never once did they put it up after she had put it down.  Second, the issue with the bar tab is no concern of hers. The bus boys at the bar were trying to make us pay someone else's tab because they thought it was ours. My girlfriend went back into the bar to make sure nothing was left unpaid, which the bartender told her everything was paid and then made sure the bus boys knew we had paid. Third, I'm not sure what she's talking about when she says that they were putting bags to their mouths as if they were throwing up, it was never brought up when she came to the restaurant to pick me and my girlfriend up, no one had any bags and she never mentioned it. Again, taking advantage of customers. As far as I am concerned, we are allowed to post reviews on service we received. We had a bad experience and would like other people to be weary of using your service since you had treated us so badly. It was not harassment, we did not threaten you or your employees or slander your name. We wrote about our experience, as it is our right to do so. Our group of passengers were all adults and if Tammy felt that someone was not of age to be drinking then she should have asked, considering everyone on the limo was allowed in every bar and ID'd at every bar ( we are all 24 and up). I believe that the company and driver are lying to try to get money out of us for damage we did not receive. Luckily, our credit card has much better customer service skills and takes care of its customers. They have refunded us for both charges since they care about their customers and don't want them to pay for charges that we should not be paying. I don't accept your response, but I'm not fighting with a company that lies and cheats their customers. We have all learned our lessons to not use your service and to never recommend them to a friend. Many of the complaints and reviews from this company seem to involve any type of alcohol being consumed, they hope they can screw customers out of money who are drinking. If you would prefer your customers don't drink while using your service, maybe you shouldn't allow alcohol to be consumed.