We understand that the customer wasn't happy with the service he received from the driver and the dispatcher during his ride. We sincerely apologize for the inconvenience caused to the customer due to a miscommunication. As we see in our records, the reservation was modified a few times by the...
customer and that might have caused the confusion. In regards to the tolls charges, we incur a minimum of $17.50 on every ride to NWK, (It can be more, depending on the route). Due to that, it is our policy to charge the customers with this minimum toll charges. These tolls are also outlined clearly in our website and it is paid to the toll authorities. It is important to mention that this cost doesn't go to Carmel or to the driver pocket. Since we are based in NYC, the drivers that go to NWK, must return to the city and pay these tolls. In our case the driver did come back to the city and paid these tolls. As a result of that, we cannot refund the customer these toll charges, as the customer requested. However as courtesy for the inconvenience caused to the customer and as a good customer service gesture, we are willing to offer the customer a special Digital Discount of $10 to be used by the customer, at their convenience on any of their next trips with us.Sincerely,Samantha S*Carmel Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Sir, As we mentioned previously, the customer was refunded the amount requested, despite the fact that the driver did take the tolls charged by him. Carmel refunded the customer, as a courtesy, and so we see the matter closed.Respectfully Carmel team
Dear Sir/Ma'am,We apologize for the customer inconvenience, and we are sorry for the misunderstanding regrading the tip charged for this trip.The customer order a trip from Roosevelt Island to JFK at a fare of $45. The customer asked the driver to drop them off at Jamaica air tram station. The fare...
to this destination is $51, which is $6 more then the original fare to JFK, which [redacted] was charged. The driver actually kept a lower fare than the price he should have charged, which was a nice gesture on the driver behalf. The car dispatched to this trip was a 2015 black Toyota Avalon, which is considered as a deluxe car in our fleet. This matched the customer ordered.Our records show that the first complaint we got from [redacted], was a message via Carmel website on 5/*/17. Our customer service rep. called the customer on that day and left her a message since they didn't get any response. The customer called back on 5/*/17. Our rep. called her again the next morning (5/**/17), spoke with her and started an investigation process which is part of the company protocol. This investigation ended quickly, by Carmel decision to refund the whole $25 tip to the customer. The tip was refunded to [redacted] account on 5/**/17.Carmel is committed to provide an excellent service to its customer and as such Carmel fully refunded the tips to the customer, despite the fact that the service was provided in full. Carmel also dealt internally with the driver, to prevent such complaints in the future. We see this matter closed and we hope that our actions and this response will satisfy [redacted].Respectfully,Samantha S[redacted], Carmel - Customer Service Representative.
To whom it may concern, I contacted the customer [redacted] and told her a refund claim was open for her once we get a reply back from the investigating manager we will contact her back letting her know our final decisions.
Dear Sir,We apologize for the late response, as we were in a process of moving our offices. As far as this complaint is concerned [redacted] made a reservation on 7/**/2017 ([redacted]) to be picked up in NWK airport and being dropped off in Manhattan. [redacted] did make his reservation for a Luxury...
car. [redacted] was picked up by a late model luxury black Avalon (car 53), which is considered as a luxury car in our fleet. We define our luxury sedans based on the year model of the car. The customer wasn't over charged for tolls as they claimed. They paid the regular tolls fees of $19.70 in advance. This payment was done more then three hour before the customer arrived. [redacted] was fully aware of the tolls, which have nothing to do with our service. We apologize for any inconvenience caused to the customer, however [redacted] wasn't lied to, as they claimed. They did speak with a supervisor, when they arrived to NWK, which tried to explain to them the situation. Since they were not happy with the reply they got, couple of days later they spoke to the evening manager [redacted]. The manager apologized for the inconvenience and explained that there is no justification for a full refund, as they got the full service they ordered. After a long conversation with the manager, he decided to refund [redacted] $8 as a courtesy. We believe that we have more then fulfilled our obligations, and we see this matter closed.Respectfully,Samantha, Customer Service, Carmel Limo.
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]
We understand that the customer wasn't happy with the service he received from the driver and the dispatcher during his ride. We sincerely apologize for the inconvenience caused to the customer due to a miscommunication. As we see in our records, the reservation was modified a few times by the...
*Carmel Customer Service
customer and that might have caused the confusion. In regards to the tolls charges, we incur a minimum of $17.50 on every ride to NWK, (It can be more, depending on the route). Due to that, it is our policy to charge the customers with this minimum toll charges. These tolls are also outlined clearly in our website and it is paid to the toll authorities. It is important to mention that this cost doesn't go to Carmel or to the driver pocket. Since we are based in NYC, the drivers that go to NWK, must return to the city and pay these tolls. In our case the driver did come back to the city and paid these tolls. As a result of that, we cannot refund the customer these toll charges, as the customer requested. However as courtesy for the inconvenience caused to the customer and as a good customer service gesture, we are willing to offer the customer a special Digital Discount of $10 to be used by the customer, at their convenience on any of their next trips with us.Sincerely,Samantha S
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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Dear Sir, As we mentioned previously, the customer was refunded the amount requested, despite the fact that the driver did take the tolls charged by him. Carmel refunded the customer, as a courtesy, and so we see the matter closed.Respectfully Carmel team
Dear Sir/Ma'am,We apologize for the customer inconvenience, and we are sorry for the misunderstanding regrading the tip charged for this trip.The customer order a trip from Roosevelt Island to JFK at a fare of $45. The customer asked the driver to drop them off at Jamaica air tram station. The fare...
to this destination is $51, which is $6 more then the original fare to JFK, which [redacted] was charged. The driver actually kept a lower fare than the price he should have charged, which was a nice gesture on the driver behalf. The car dispatched to this trip was a 2015 black Toyota Avalon, which is considered as a deluxe car in our fleet. This matched the customer ordered.Our records show that the first complaint we got from [redacted], was a message via Carmel website on 5/*/17. Our customer service rep. called the customer on that day and left her a message since they didn't get any response. The customer called back on 5/*/17. Our rep. called her again the next morning (5/**/17), spoke with her and started an investigation process which is part of the company protocol. This investigation ended quickly, by Carmel decision to refund the whole $25 tip to the customer. The tip was refunded to [redacted] account on 5/**/17.Carmel is committed to provide an excellent service to its customer and as such Carmel fully refunded the tips to the customer, despite the fact that the service was provided in full. Carmel also dealt internally with the driver, to prevent such complaints in the future. We see this matter closed and we hope that our actions and this response will satisfy [redacted].Respectfully,Samantha S[redacted], Carmel - Customer Service Representative.
To whom it may concern, I contacted the customer [redacted] and told her a refund claim was open for her once we get a reply back from the investigating manager we will contact her back letting her know our final decisions.
Dear Sir,We apologize for the late response, as we were in a process of moving our offices. As far as this complaint is concerned [redacted] made a reservation on 7/**/2017 ([redacted]) to be picked up in NWK airport and being dropped off in Manhattan. [redacted] did make his reservation for a Luxury...
car. [redacted] was picked up by a late model luxury black Avalon (car 53), which is considered as a luxury car in our fleet. We define our luxury sedans based on the year model of the car. The customer wasn't over charged for tolls as they claimed. They paid the regular tolls fees of $19.70 in advance. This payment was done more then three hour before the customer arrived. [redacted] was fully aware of the tolls, which have nothing to do with our service. We apologize for any inconvenience caused to the customer, however [redacted] wasn't lied to, as they claimed. They did speak with a supervisor, when they arrived to NWK, which tried to explain to them the situation. Since they were not happy with the reply they got, couple of days later they spoke to the evening manager [redacted]. The manager apologized for the inconvenience and explained that there is no justification for a full refund, as they got the full service they ordered. After a long conversation with the manager, he decided to refund [redacted] $8 as a courtesy. We believe that we have more then fulfilled our obligations, and we see this matter closed.Respectfully,Samantha, Customer Service, Carmel Limo.
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]