Camelot Specialty Limos, Inc.

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 Peter P[redacted] is not telling the truth although I did speak to him, he did not offer a reasonable solution. He threatened me with a law suit if I said anything negative about his  compamy. My husband was not rude. He hung up on us. We asked for 150.00 back which we thought was fair considering the beginning and the end of the day was stressful. He was mad because I filed a complaint with you. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

When
Camelot first learned of your complaint Joe called you and spoke
with you on the phone.  He explained that he would investigate your
complaint and to please give him a week to respond, he was in no way
rude.  We do not receive a lot of complaints at Camelot, but when we...

do
receive a complaint we take it very seriously.  You did not give us a
chance to respond to you, you quickly filed this complaint with the Revdex.com. 
I called you today in an effort to try to make you happy but you put your
husband on the phone who was extremely rude and combative.  The first
thing he said to me was “I don’t want to hear anything you have to say.” 
I listened to him yell at me for about 15 minutes and then he hung up on me. 
I tried to speak but he continuously talked over me and would not allow me to
say anything.  I tried to call you back after he hung up on me, but it went
right to voice mail.I
apologize that your vehicle had mechanical failure on the day of your event, I
truly am!  We take vehicle maintenance very serious at Camelot and we have
a fine preventive maintenance program for all our vehicles.  We did send
you a substitute vehicle which arrived within 30 minutes of the mechanical
failure; which can be proven via a GPS tracking report; we informed you the day of that the
vehicle substitute vehicle was on the way.  The substitute vehicle did transport the rest of
your party to the event.   I called you today to try to make you
happy and hopefully retain your business in the future, but your husband just yelled at me,
insulted me, and then hung up on me.

Camelot is still willing to refund you the $150.00 you requested, please see attached check.  Please call me at ###-###-####.

Revdex.com:
In reference to the complaint ID [redacted], the business refused to refund me but I did file a dispute with my credit card and the card refunded me as "service not rendered" by the company.
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]
 The owner of the company is putting words into my mouth, I never said the other limos did a good job.  Our bus was at least 15 minutes late and our shuttle made one trip (approx 2 miles) for $250 and myself the groom our other guests took a cab because of the lengthy wait time (from island park (under the Long Beach bridge) to Long Beach) The owners have insisted I was getting a refund from insurance which is clearly a lie because they have no intention to refund me as you can see in their response.  If I was offered $400 then why haven't I receiving anything? If that is the case then I would appreciate this mailed to my address in the form of a bank check which is how I paid.  This still does not resolve my issue but I will revise my complaint to $1600 as the crash was due to an unsafe vehicle I feel I deserve a refund for Everything that I paid to the company. 
 
 
In order for the Revdex.com 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:

[Your Answer Here]
 Thats funny, I just checked my phone records and dodnt make any phone call from 10:40am till 7:13 pm, lie #1. Lie #2 I never spoke with anyone from ykur company till after the drop off where I signed a receipt and confirmed the $300 charge for the party bus, never a charge for the SUV (why dont you check your recorded phone lines, which by the way you never state that the phone is being recorded, so pretty sure thats illegal). Lie #3, my bride had no conversation with your driver, which we explaineded over and over to Joe, who by the way confirmed that in your recorded phone call which he then proceeded to place blame on me and then the wedding coordinator for not knowing. All we asked for was to be charged fairly, for the driver to simply state that we were going over time and if we wanted to continue it would have went into overtime,in which my sensible wife would have left. Joe then proceeded to ask "whats 200 dollars to you after you spent all this money". Who are you to tell me where I should and shouldnt spend my money. I agree, thebus company should pay for the 300 cost of your party bus  ecause we asked it to stay, what they shouldnt be charging us for is the SUV which no one ever asked to stay. We simply thought it was a coutesy brought upon by your driver, why did we think that? Becausd NO ONE told us it would come out to being a 200 dollar overtime fee. Its actually quite insulting foryou to be there and tell us that if we barely had enough money to pay for a 500 family wedding on our own that we shouldnt have hired a wedding planner who helped take half the stress away, the same wedding planner Joe proceeded to curse out after stressing how muchhe values customer service, on your recorded phone line. My advice to your company is to learn how to provide service from your employees, because they sure didnt learn it from their bosses. We want what we were unjustly charged for. If we were trying to "play the system", which you seem to try and be insinuating, we would have asked for all our money. Not just the $200 dollars that I had no knowledge of being charged till I actually checked my account.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for saying Camelot Limos did an excellent job on your wedding; which is why I am so shocked you filed a complaint.  You booked two vehicles with Camelot, a Party Bus and an SUV Limo, and both vehicles performed perfectly.  You also booked a [redacted] from Another transportation...

company; you did not book this vehicle through us, you booked it directly with the other transportation company yourself.  It was not even a company we recommended.  The [redacted] you booked from a totally separate company broke down, and you asked us for help.  Our Party Bus immediately sprung into action, it went back and picked up your stranded guests and got them where they needed to go; which took some time.  Camelot charged you 1 hour overtime because the vehicle had to perform an extra hour of work; and I realize you are not complaining about this fee.  You then instructed the SUV Limo to stay so you could sit in the vehicle, which we accommodated.  Actually, our driver said you refused to exit the SUV Limo; and you sat in the SUV Limo for 53 minutes (as per our GPS tracking system) past the contracted time.  Our dispatcher on duty that day explained to your groom that there would be overtime for both vehicles and your groom said that is fine, just please don't bother the bride with this.  Our dispatcher said fine, which is why the driver never discussed the overtime due with you directly, but your groom authorized the overtime.  You have to understand that our vehicles work by the hour, we still paid our driver the hour overtime to sit in the vehicle with you, and we still paid for gas the entire time you sat in the vehicle with the vehicle running and all the power on.  That is one hour later this vehicle can not  continue on the road to a new job that may come in.  We did inform your groom of the potential overtime charges and he verbally agreed on a recorded phone line.  You stated that Camelot did a wonderful job on your wedding and you even tipped the driver for his above average service; we are shocked that you filed this complaint.  Why didn't you call the [redacted] company you used, who's vehicle broke down, and ask them for money back; you could use that money to pay the overtime owed to us.  Your wedding planner called us and said you were struggling financially, but then why did you use a wedding planner; most women plan their own wedding.  Either way, I'm not telling you what to do, but why should we have to pay for another company's mistake??  If you would have booked the [redacted] through Camelot, this would have all been avoided.  Also, did the [redacted] company give you a refund?  If so, why don't you use that money to pay us the overtime that is rightfully deserved; or did you get money back from the other company and still don't want to pay us the overtime.  Again, why should we have to pay for something that is not our fault.  Once again, thank you for your compliments!  I know Camelot staff and vehicles performed wonderfully on your special day, as you yourself outlined!

Camelot Limos will be issuing you a full refund, we once again apologize for any inconvenience on your day.

I AM SO SORRY that the Antique Cadillac became inoperable on your wedding day, but your description of the event does exaggerate a bit.  Your vehicle was involved in an accident, and we're sorry that happened; but it was an accident.  WE OFFERED TO REFUND YOU THE FULL...

AMOUNT for that vehicle, but you refused our offer.  You asked us to refund you the total amount of your entire wedding.  Every other vehicle you reserved with us did a great job, as per your own words in phone conversations we've had; so it seems unfair that you would ask for a full refund of all the vehicles; even the vehicles that performed every task you paid for.   Once the Antique Cadillac became inoperable, another Camelot vehicle did transport you safely to your reception.  You attended your wedding and danced all night, as shown in all the pictures and videos you've posted on-line; then you went and enjoyed your honeymoon.  The only loss you have is the partial use of the Antique Cadillac, which is why we have offered to refund you the ENTIRE amount for this vehicle, but you refused this refund.  You are being unreasonable and unfair.  If you would like to reopen the lines of communication, please feel free to call me anytime.

Review: I contacted Camelot on 10 /** to get a limo for 10/** to get 6 passengers to NYIT de seversky mansion. I gave my debit card for 191.00. 10 /** came and limo was on time 2:30 picked 4 up and thn went to Hewlett picked up 2 more all was good, we were on the Southern State about 1/2 way there and the limo died without warning we had a time limit to get to the mansion to get ourselves dressed and had to call a cab to get us there another 50$. Someone was supposed to call me on11/* Monday to discuss this. When I got home at 4 on Monday no one called so I called and spoke to Joe the owner he was rude and non compliance told me if I didn't like what he said I could get a lawyer and that he would call me back the next day after he investigated the situation.Noone has gotten back to me. My sister in law also rented a party bus from them for all of us to get home and the driver apologized to us immediately because the AC was stuck on high and he couldn't turn it off WE FROZE all the way home...Desired Settlement: Full refund plus the 50$ for cab

Business

Response:

When

Camelot first learned of your complaint Joe called you and spoke

with you on the phone. He explained that he would investigate your

complaint and to please give him a week to respond, he was in no way

rude. We do not receive a lot of complaints at Camelot, but when we do

receive a complaint we take it very seriously. You did not give us a

chance to respond to you, you quickly filed this complaint with the Revdex.com.

I called you today in an effort to try to make you happy but you put your

husband on the phone who was extremely rude and combative. The first

thing he said to me was “I don’t want to hear anything you have to say.”

I listened to him yell at me for about 15 minutes and then he hung up on me.

I tried to speak but he continuously talked over me and would not allow me to

say anything. I tried to call you back after he hung up on me, but it went

right to voice mail.I

apologize that your vehicle had mechanical failure on the day of your event, I

truly am! We take vehicle maintenance very serious at Camelot and we have

a fine preventive maintenance program for all our vehicles. We did send

you a substitute vehicle which arrived within 30 minutes of the mechanical

failure; which can be proven via a GPS tracking report; we informed you the day of that the

vehicle substitute vehicle was on the way. The substitute vehicle did transport the rest of

your party to the event. I called you today to try to make you

happy and hopefully retain your business in the future, but your husband just yelled at me,

insulted me, and then hung up on me.

Consumer

Response:

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 Peter P[redacted] is not telling the truth although I did speak to him, he did not offer a reasonable solution. He threatened me with a law suit if I said anything negative about his compamy. My husband was not rude. He hung up on us. We asked for 150.00 back which we thought was fair considering the beginning and the end of the day was stressful. He was mad because I filed a complaint with you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Camelot is still willing to refund you the $150.00 you requested, please see attached check. Please call me at ###-###-####.

Consumer

Response:

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,

Review: WHAT A NIGHTMARE!!!!!!!! From beginning to end Camelot was a disaster. It all began the morning of the wedding when we received a phone call that the Rolls Royce we booked was broken down. When we booked this vehicle we were assured and reassured that this old car was serviced often and that they had mechanics and parts on hand. We booked this car for the beautiful photo opportunity. We let this problem roll off our shoulders as we understand things like this happen. The escalade limo showed up at the wrong address to pick up the groom and groomsmen and proceeded to take them to them to a church in [redacted] instead of the correct church in [redacted]. When my husband asked to see the drivers paperwork, he realized that it was for the wedding the following day. Instead of him enjoying the ride with the wedding party he had to sit by the driver and guide him to the correct church. We booked a shuttle service for our guests from the hotel to the reception hall. We were supposed to have two 14 passenger shuttles circulating to and from the reception hall instead we received one 22 passenger party bus. Not only was it not what we asked for, but it was also unsightly and embarrassing. We had all of our older guests and family members on this bus with crazy strobe lights blinking and flashing. Everyone with common sense is aware that two 14 passenger shuttles can move more people than one 22 passenger party bus. During the cocktail hour we were waiting with our photographer for the remainder of our family members to take pictures. I had my husband frustrated screaming at Camelot during our reception. Not the ideal situation. At the end of our wedding we had an after party for an hour and a half. So once again, we booked two shuttles for the end of the night to continuously take our guests back to the hotel. When they arrived, they refused to take my guests back and made them stand in the cold. As per [redacted] at Camelot, the fast talking salesman that he is, the shuttle arrived at 12:01 and didn’t leave with my guests till 12:54. Why were my guests forced to wait for 53 minutes when we paid close to $900 for them to continuously take people back? Well, the guests that were there waiting in the cold got fed up and ended up taking cabs back to the hotel. It was extremely embarrassing that we told them about our shuttle service and they had to pay out of pocket to get back to the hotel. When it was all said and done we called Camelot and [redacted] sweet talked us to death saying that he knows we’re not the type of people that need monetary reimbursement. He is the BIGGEST [redacted] artist we have ever come into contact with in our lives! Please, for your sanity and to avoid a headache, DO NOT USE CAMELOT!Desired Settlement: Refund

Business

Response:

My Name is [redacted] of Camelot Limos) and I have personally reviewed this complaint with due diligence and in great detail. Camelot Limos takes all complaints very seriously and I have addressed each point. Camelot is sincerely and truly so sorry the client is upset, however in this instance, there were unforeseen circumstances beyond Camelot’s control and every possible step was still taken to make the client satisfied. I personally contacted the client when he returned from his honeymoon to listen to his concerns and work them out for him. I tried asking him what he was requesting in the way of compensation and I stated “what would make you happy and/or satisfied.” I also stated “how can I make lemonade out of the lemons and still keep you as a client?” “What can I do to make you happy?” [redacted] never gave me any type of response with regard to working out what would make him happy with regard to compensation. Instead he used “off-color” statements and cursed profusely. [redacted] never allowed me to get a word in and speak, he continually cut me off with phrases like “I am not [redacted]” and “you are not [redacted] fast talking me.” When I stated I would end the conversation should he continue using such profanity, his response was “Come on now – we are both men, I am not cursing at you – just cursing, so relax.” [redacted] also admitted via phone to cursing and using profanity to [redacted] (Camelot Employee) of which he said he was sorry for. [redacted]’s profanity is also apparent in the actual body of the complaint he filed; as [redacted] still does not refrain from cursing even in writing. Please again Note that All Camelot Conversations are recorded.

Escalade 20pass Limousine (Booked from 2pm-6pm)

Client states that Escalade went to the wrong address and was enroot to the wrong church. This Vehicle picked up all parties on time and without incident. When interviewing the driver –the driver stated the groom and ushers were not on time and ready to leave. When getting ready to leave the client offered the driver a better route to save time.

Antique Rolls Royce (2:30pm-6pm)

On the wedding day unfortunately the antique Rolls Royce that was booked was deemed "unsafe" due to a mechanical issue with a flywheel. A New Bentley Flying Spur ($200,000 vehicle) was sent as a replacement for the antique at no extra cost. Antiques can sometimes be temperamental and deemed unsafe by Camelot Maintenance staff. At the end of the day Camelot Limos is more concerned with a client's day running smooth overall and of course the safety of the passengers. We would rather send the client an upgrade then risk sending a vehicle we know may have a “breakdown” or “mechanical issue”. If we can be proactive in preventing a problem then we feel that is the better option overall for the client; especially on a day as special as their wedding day. As per the "terms and conditions" signed by the client and displayed on the Camelot Limos website it states "All of Camelot’s vehicles are subjected to preventive maintenance inspections, but these vehicles are machines and all machines sometimes encounter problems. Fortunately with Camelot Vehicles these problems are very rare due to our rigorous preventive maintenance inspections; but Camelot does reserve the right to send a substitute vehicle for any job booked in the event your scheduled vehicle is taken out of service due to mechanical or technical problem”

(2) Vans Booked 6pm-8pm for Shuttling

[redacted] (mother of the bride) [redacted]’s mother in law called and booked the wedding shuttles because [redacted] wasn’t going to supply any after wedding shuttles for any guests. His mother in law booked this for him and her daughter. For the record Client received a 29passenger Bus (not a 22passenger Bus as stated in client’s complaint). The Bus was sent in place of the two Vans booked because one of the Vans was stuck in traffic enroot to the hotel to pick up the guests. Rather than chance the guests being late – Camelot Limos sent a 29pass Party Bus in place of the two vans that were booked. Each Van holds 14passengers, so the client was given a vehicle that would hold one more person than the transportation that was originally booked. Being the client had the Vans booked from the same time period of 6pm-8pm it didn’t matter whether a 29passenger Bus was sent in place of the two 14passenger vans. The times were not staggered as was the end of the night when two Vans were sent. Client states he was “embarrassed” by the bus sent (with the lights), but the passengers on board were happy, appreciative and having a good time. The client is exaggerating a point to try and justify his complaint. Further the client states guests and family were late to the reception. All Camelot vehicles have Vehicle Tracking Systems (VTS) and can be tracked by Camelot. The day of the wedding – the 29passenger bus was on site at 5:52pm for the contract 6pm pick up time. The driver went inside the hotel upon arrival and let the hotel front desk know the shuttle vehicle was on site. Driver was informed no one was waiting as of yet or had come down. The driver went back to the bus and waited. The guests and family were late coming down and the first run from the hotel to the catering hall wasn’t until 6:35pm (35 minutes behind the time booked and no fault of Camelot). Again this is all Vehicle Tracked and documented. The Bus dropped off to the catering hall at 6:47pm and was back for a second shuttle run at the hotel at 7:28pm. No other guests were waiting at this point. The bus called the office and the driver was instructed by dispatch to go inside and ask the front desk if there were any more guests needing shuttle transportation. The driver was informed there was no one left. The driver then waited 10 minutes more and was then dismissed by dispatch.

(2) Vans Booked for Shuttling

One 14passenger van 12:30am-2:30am & one 14passenger van 1:00am-3:00am

At the end of the night the first Van was on location at the reception hall at 12:01am for a 12:30am pick up time. The second Van was on location at 12:31am for a 1:00am pick up time. [redacted] (client who booked the shuttles) advised Camelot when she booked that there were a lot of passengers at the end of the night. Camelot informed her that perhaps a larger bus might be a better fit to accommodate. However client “didn’t want to spend any more money on transportation and didn’t mind if there was going to be some wait time, which the guests would have to understand. This seemed fair and for the record is the “norm” with shuttle service. Camelot Limos on the night of performed 8 shuttle runs with both 14passenger shuttle vans (4 per van). Both Vans did not end until after 3am. Technically as per the contract signed the client owes Camelot Limos $100 for the hour one of the shuttle vans went into overtime. Camelot Limos did not ask the client for any overtime monies. Camelot explained to the client that we (A) can only go so fast between with the Van between locations and (B) we have to load and unload the passengers. Some of the passengers have been drinking all night, or our older and don’t move as fast getting in and out. The client stated they had to keep costs lower and decided to stay with the two vans. [redacted] (client who booked the shuttles – not [redacted]) stated “that it wasn’t the end of the world if the guests had to wait a little here and there.”

Finally – I was called a “fast talking salesman”, I was called a “[redacted] artist” and that I sweet talked the client. I personally made it a point to call the client SEVERAL times and tried to review the details of the day and rectify the problem. However you can’t rectify any problem when the Client is not professional, rude, and confrontational bordering on threatening. When I spoke to [redacted] she wanted to work out compensation that was fair to all parties. Camelot offered to take them out one night on Camelot at no charge, with no strings attached as an “olive branch.” Our biggest fault was that an antique car was not mechanically operable and Camelot sent a replacement vehicle for the overall safety of the client. Other than that this complaint is really without much relevance; and written by the client in an unprofessional manner. This complaint is also seriously EMBELLISHED and EXXAGGERATED. The vehicles were on site and on time (Camelot not help if the passengers ran late). Camelot even went into overtime with one of the Vans at the end of the night, without charging the client as a sign of good faith. For the Record Camelot Limos would still look to try and satisfy the client if that is still an option. At the end of the day Camelot Limos is a solid and legitimate company that really does ALWAYS put the client first. However to resolve this issue amicably amongst both parties – then BOTH parties have to be able to communicate in a professional manner.

Review: I am placing this complaint due to the fact that the owner’s customer skills are lacking and their services/vehicles have far too many problems to be considered rentable. This is the WORST company I have ever dealt with. We had “mechanical problems” from the start with the two limos that we rented for our wedding. First they informed us two days before the wedding that our Audi limo suddenly wasn’t available (limos were booked 7 months in advance) so they substituted with a party bus that ended up looking like an airport shuttle. On the day of the wedding, the Rolls Royce we rented that picked up the bride and her father broke down on the way to the church as they were entering the highway. They were stranded on the side and the only option was to have the shuttle bus go back and pick them up off the side of the road. It was extremely embarrassing to have my wife in her wedding dress and her father picked up off the service road in hot weather and driven to the church in a bus. The ordeal caused them to be an hour late and miss one of our photo shoots. This hideous bus also ruined our church pictures as it covered the scenery and the entire front area as we were entering and exiting the service. Unfortunately for us this was barely even when our problems started. The day after the wedding both my wife and I had to call them two or three times demanding for a manager so I can logically receive a refund for at least the Rolls Royce (a real company would have offered at least a discount on the other limo as well actually) but no one returned my call for 3 days. “Joe” decides to call me days later, not to apologize for the horrible experience I had with his limos but to rudely object that any wrong doing was caused and that he needed a few weeks to “check his GPS records” and decide if my story was true or not. I refused to believe that he wasn’t aware of both these limos breaking down but being patient I accepted the time he wanted and after 2 weeks since I had no call back, I called again (of course I had to wait a couple of days for a call back from Joe) then his response once again was he needed more time to decide but most likely he wouldn’t be giving any refund. (I only asked for what I paid for, for the Rolls that broke down). After almost a month again of waiting I called him back to get his final decision, of course had to leave a message and after days in response I received an email this time offering me just half the price I paid for the Rolls Royce and in the form of CREDIT only if I rented another limo from him again (I guess for my next wedding). Of course I called the company back and again had to leave a call back message and a few days later which was the final time I spoke with Joe received a call back with a “what’s up” greeting. His rude and ignorant tone of which he confronts customers is what made this situation worse. Requesting a refund for an expensive rented limo that broke down a couple of blocks after picking up a fully dressed bride on the way to the church should not require thought or evaluation. So after I once again explained my situation to him I received a 20min jabber from him about how he’s trying to run a company and that I was not being reasonable by demanding refunds and HE actually suggested that I take it to small claims if I wanted my money back. At this point I realized he was a scam artist and more customers had probably fallen victims (a simple [redacted] search will verify this) So I finally did the next best thing which I should have done from the beginning and filed a dispute with my credit card. My card of course requested an explanation from him for not refunding me for a “service not rendered” since the limo broke down literally 10min after we left. He of course didn’t have one and after two more months of waiting for him to respond, the card refunded me. I am posting this just as a warning for anyone who even considers this company to be careful and especially read the fine print. Believe it or not their contract states that they can replace any vehicle you agreed upon to rent with ANY other vehicle they choose at any time no questions asked, even on the day of the event! STAY AWAY!Desired Settlement: Refund.

Consumer

Response:

In reference to the complaint ID [redacted], the business refused to refund me but I did file a dispute with my credit card and the card refunded me as "service not rendered" by the company.

Sincerely,