Creme de la Creme Trolley

I am rejecting this response because: I haven't ever talked to the owner this whole timeI want to speak with him directly since he "doesn't accept emails."

I am rejecting this response because:  Everything that was said in the response by Crème de La Crème Trolley has already been discussed in my portion of the complaint as well.  My biggest issue with the company, listed in my initial complaint, was not resolved.  To research the weather temperatures for the day of my wedding is completely senseless as humidity significantly makes the temperature outside worse, and this is how low the company is stooping to try and save another negative review.  The bottom line is that the trolley was not air conditioned as advertised.  I have repeated myself multiple times in regard to this issue.  Why would I accept a technician to come fix the trolley AFTER the largest part of the travel was over? Surely the drivers could tell on the way to the reception hall to pick us up that there was a problem with the AC.   And as a bride, why would I want a technician on board while using the trolley for final pictures?  It's interesting to me how the previous responses used to be described by Crème de La Crème as a "broken air conditioner" and now they are using the phrase that "the temperature wasn't cool enough for the client" as if asking for air conditioning, which was advertised, is high maintenance.  The temperature was hot.  That's all there is to it.  These individuals were not on the trolley that day and their OWN drivers told me to call and get a refund!!  They knew it was hot, too!  If the air conditioner was working and the temperature they had it set at wasn't sufficient for my liking, that is a completely different story.  I have acknowledged, in my complaint, that my party was not on time at the trolley the day of the wedding, that one of my bridesmaids brought on a bottle of wine, and I acknowledged that I did not pay the deposit in time.  All that being said, that was Creme's decision as a company to allow me to go ahead with the day and not cancel it.  It would have been my own fault had they done so, but this wasn't ever a major issue as I was likely the only person booking for a Friday night and they wanted to keep the reservation.  I will not be held accountable for the poor decisions they feel they made as a company.  As a bride, I had fifty million other things going on and did not get my deposit sent in time.  A reminder was sent and I paid it as soon as I got it.  It's Creme's fault if they had a problem with this and said nothing about it.  As a bride, preoccupied with seeing my fiancé for the first time at the park, I was not concerned with what my bridesmaids were doing, and if someone carried on a bottle of wine, then their drivers should have told them it was not permitted.  This was not something that was even mentioned until I called about the air conditioner.  I was not at the trolley in time on the day of the wedding, but no one called me to tell me this was a problem, as I simply viewed it as time I was paying good money for.  I was right upstairs at the reception hall getting ready, and since the plans changed and we did not need to make as many trips to the park, the timeline was not as crucial.  I never once got a phone call from the drivers saying it was important for me to come down and leave right at that moment.  I had already discussed with [redacted] over the phone the day before the wedding that the plans would have to change due to the weather and she was very much "okay" with it then.  After I asked for a refund is when things became not "okay."  The reason why we even wanted to go to one other location for pictures after the ceremony was because it was so hot at the park in the middle of the day and we cut our time short there. Given that I had paid for miles unused, I did not feel it was an issue to go around the corner for more pictures after the ceremony (during time I had still paid for)  as we were not able to get everything we wanted due to the humidity, which Crème de La Crème apparently does not feel was an issue.  If they want proof, they can see some of my wedding photos of us all dripping sweat.   The drivers for their company did not have a problem with going around the corner.  Again, I cannot help what their drivers did or did not do in regard to the contract, and I'm sorry that I did not have the contract I had signed months prior memorized in regard to every detail about what was and was not allowed, but I shouldn't have had to do the drivers' jobs.  The biggest issue I have had throughout all of this, is when I made the phone call to the trolley company, per suggestion of THEIR driver, I ended up with an email saying that my $75 request for a refund for no air conditioning, which is miniscule in comparison with the $620 I paid, was acknowledged, but that I owed $72 for  other various items that were never once mentioned to me by the drivers the day of the wedding or by [redacted] the day before.  It is my opinion that these were things tacked on to my account as a means of avoiding the very small refund amount.  No one contacted me about these things after my wedding, before I contacted them about the air conditioning.  I'm sorry if this company feels that I am responsible for the wrong doings of their drivers, for waiting for me to get ready instead of leaving, or for not informing my bridesmaid that I did not pay for alcohol and wine was not allowed on the trolley, or that [redacted] did not ask me to pay a late fee when she took my "late" payment when she sent me the reminder.  In addition, I had originally only posted ONE complaint on weddingwire.  Then whoever had been responding to the negative complaints lied under the comment to help save face from a bad review, so THAT provoked me to post more negative reviews on any website I could think of.   The representative from Crème de La Crème posted underneath other comments that one disgruntled customer was going to multiple websites making negative comments, and I initially wanted them to know that my initial review was only listed on Weddingwire and the disgruntled customer was not me.  It wasn't until the lies were told under my negative review and I received a phone call over Thanksgiving weekend from Creme that provoked the negative reviews on other websites, so no, I did not lie.  Crème should check the dates of when I posted the other negative reviews.  They took time to look up the weather on the day of MY wedding, which I guarantee I am far more aware of than they are, so they may want to check the facts in this regard as well.  Not to mention, the internet is available for reviews.  If a customer is unhappy about an issue that hasn't been resolved, a company will be reviewed negatively.  Like it or not.  Maybe they should run their business better and they wouldn't have to worry about things like a Revdex.com review, and yes, my mother in law does work for them and I asked her how to go about filing the complaint!  What really added fuel to a fire, that had already been put out, by myself, when I said I was not going to give them a dime more and to forget the $75 and that I would simply review them negatively online instead, was when I got a phone call on Thanksgiving weekend (of all weekends), 3 months after my wedding, telling me that they wanted to send me a "gift" since I didn't have a good experience with them on my wedding day. [redacted], at that time, on the phone, acknowledged my complaints listed in my file and UNDERSTOOD why I was upset.  She asked me if I had a registry to which I responded, "Yes, but it has been completed, so if anything, I would prefer a Bed Bath and Beyond gift card if that is the route you are going"  I told her there was nothing else on the registry we needed and a gift card would be fine.  If they did not feel they were in the wrong with my situation, why stir the pot again and offer me a gift without me continuing to demand a refund of some sort?  I had let this go one week after my wedding.  I said "forget it" to my husband and that was that.  It was Crème de La Crème who rubbed salt in the wound by even contacting me again.  I then receive, on my front porch, a $10 kitchen utensil, which, in my opinion, added insult to injury after I had let the situation go.  I had already told her not to send me anything from a registry, and $10 was not anything that I considered a peace offering in the way of changing my opinion about the company, when I had initially asked for $75...in fact, it made it worse because it was then that I found the representative had lied under my weddingwire comments.  It was then that I called [redacted] directly and asked to speak with her boss, who she said, "does not accept emails" and that I could write something into the information email address.  I found this to be asinine, as I did not have any way of knowing if he/she would actually read it,  so I went to Revdex.com instead.  I have yet to receive what I asked for in my attempt at filing this complaint, which is a phone call from the owner apologizing for the way this was handled.  Given the fact that all I got from the response was a relisting of what I had already acknowledged in previous complaints and reviews, I do not accept their response.  And yes, Crème de La Crème, when your business is run in this manner, I will attempt to start a "boycott" of your business, as you listed on weddingwire.  I am happy for the individuals who have had a good experience with you, as I would not want anyone else in my situation to have the experience with you that I had.  But, as is the case with most review websites, I would not recommend you to others, which is the whole point of a review.  Hopefully clients will regain confidence in Crème de La Crème, if they use this complaint as a means of learning from their mistakes.  If they don't, I expect to see more reviews like mine and the other individual who filed a complaint that was similar. 
Regards,
Megan Leach

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
I am rejecting this response because: The company did not provide service in a timely manner and did not initiate a compensation offer even though the trolley broke down on the way back to the church from a photo shoot. An itinerary was needed (and provided long before the wedding) as the church has multiple doors - the driver told me he knew which door to go to since he visited the church the day before. He agreed to pick up the bride and groom at the appropriate door (verbal contract, 45 minutes before this service was needed). As stated in the initial complaint, no trolley was at the agreed upon door. Even when the replacement trolley came (not initially available due to double booking), it was also not at the correct door and the wedding party had to search to find it. The driver was tipped because it was not his fault to have broken equipment, it does not mean we were satisfied with the service, particularly the company's attempts at resolution. They should have contacted us, not us contact them, since they knew the trolley broke down. An unspecified amount Panera gift card was initially offered. We rejected that and asked for a $200 refund. The company countered with a 10% refund ($63.90). We did not believe that this was sufficient. We requested an approximately 15.5% refund ($100) and the unspecified amount Panera gift card as compensation. The company emailed that that was unacceptable and provided only a PO Box as a way of contacting the owner (who I wanted to speak to directly). After researching the company on the Ohio Secretary of State website, it turns out that the person I'd been interacting with is listed on the business filings. She is now not returning phone calls or emails. Unfortunately the company is making things up by stating that, "The complainant later indicated to the company that after conversations with friends and/or family, they realized they should not be happy with services because the bride and groom had an anti-climatic exit from the church." This is a fabrication as this was never said. Any normal person would be unhappy with what happened - no need to consult friends and/or family.  I asked for the tip check to be destroyed after I realized I was not going to get a reasonable refund request accepted. The company seems to have squandered my good faith effort to resolve this issue amicably. I ask that the company be wary of making things up about my complaint.

The complainant has requested an apology as a means for resolution.  The owner is formally apologizing again to the complainant for the fact that she is upset.