Initial Business Response /* (1000, 6, 2015/09/29) */
Customer was not picked up late, Drive was on time for pick upAs far as deviating from the directions customer provided, driver was using his GPS to avoid traffic and tolls in order to provide the best possible route, otherwise he would have
been dropped off even laterCustomer signed the rental agreement which authorizes Denver Limo to charge for all overtime associated with the rental! Customer has issued a dispute with the credit card company, we have followed all steps and procedures with heartland dispute center and they have verified that this is a valid charge
Initial Consumer Rebuttal /* (3000, 8, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stating one thing without any supporting documentation doesn't make it trueThe driver was late to the pickup and I have the phone log to prove it (attached)Why would the driver call me at 6:PM and stay on the phone with me for minutes if he already arrived and everyone was already in the limo? When I spoke to *** at your firm she confirmed that the driver "got lost"And he apologized to me "for being late" when he finally arrived
I still contend that your GPS is "off" and rather than correct the problem you continue to deny the facts and overcharge your customersProve me wrong by providing the GPS logs and time stamps showing the exact time and location for each stage of the trip
Your errors resulted in delays that caused the entire schedule for the evening to be thrown offBilling for overtime resulting from your error is not appropriate
Final Consumer Response /* (4200, 16, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Driver was lateExtremely poor serviceReviews will be written to ensure others are not harmed by your actions
Final Business Response /* (4000, 18, 2015/10/22) */
We have investigated this charter, Vehicle arrived on time, Customer went overtime, Charge is valid
Initial Business Response /* (1000, 5, 2015/04/14) */
Customer called with his daughter on the phone, Made a reservation with a non refundable deposit, Was told times before he made the reservation about the depositCanceled next day, was told about non refundable deposit again and is now
disputing it, Customer already charged it back with his credit card company and we will be working with them directly to figure it out
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter made a reservation for a *** for promThe company said they would send over a contract that had to be signed within hours, and took a 20% deposit to hold the reservation
When the contract arrived, we elected to decline to sign it and cancelled the reservationThe company responded that they "were keeping our deposit because there was a verbal contract"Hogwash
The statement made above by the company is falseThere was no rental without a signed contractIf the deposit was non-refundable, why bother to send a contract and demand it be signed within hours or lose the reservation?
This behavior is an extremely poor business practice, and if you take a look at their Google and Yelp ***s, the theft of the security deposit is a common business practice of this disreptable
company
http://www.***.com/***/***-***-***?sort_by=***_***
As a former the former Chair of the Denver/Boulder Revdex.com as well as chair of the Grievance Committee, I strongly urge you to encourage this company to cease these deceptive business practies
Final Business Response /* (4000, 13, 2015/05/18) */
Deposits are non refundable, You were explained that at the time of booking, You filed a dispute with the credit card company and we are dealing with them regarding the disputed amount!
Final Consumer Response /* (4200, 15, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A deposit should not be non-refundable before a contract is either presented or signedWe understood we had hours to sign the contract
If the contract is refused, as in our case, the deposit should be refunded
What you have done is take a deposit, send a contract over that is abolutely outrageous and when I refused to sign it, you kept the deposit
This is civil theft
Again, the Grievance Committee needs to seriously take a look at Denver Limo's Revdex.com membership
Initial Business Response /* (1000, 6, 2015/07/13) */
We were in the process of updating our rates. We currently have the rates taken off of the website. Thank You
Initial Business Response /* (1000, 8, 2015/05/20) */
We gave the customer 30 days to re schedule the limousine, She was told this when she called in to cancel. Customer cancelled because of weather, however we still had other limousines out during this time frame in the same area. We went out of...
our way to go above and beyond to help the customer out.
Initial Consumer Rebuttal /* (3000, 10, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to cancel the service I was not informed I only had 30 days to reschedule. If I had been told that I certainly would have done so. If you want to do research on the road conditions and the closures of the roads in Colorado Springs that night please do so. I have worked in customer service industries for over 20 years and would never take a customers money ($460) and not try to offer any type of help to resolve the issue. I would like to restate that I was NOT told about a 30 day rescheduling policy. And when I asked if this was something I signed I was told that she didn't know and wouldn't fight with me. I asked if there was anything they could do and again I was told "no". I don't understand why a company would assume that they can just take someone's money without providing a service. And if in fact there were limos out that night I would love to see proof that there were services on garden of the gods and Austin bluffs areas. All I am asking for is what is fair and nothing more.
Final Consumer Response /* (4200, 14, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was "After all of the negative reviews customer left we are not willing to do anything for her". Not acceptable. I still have not been contacted by anyone at the company. Yes I did leave a poor review on a website, one review. I did tell the initial person that I spoke with that I would do so and she told me to "go for it". This is incredibly unprofessional and its unbelievable that no one will contact me from the business itself. At this point I do not want any services from this company and would like either a full or even a partial refund. Again as I have previously stated, I was NOT told I had 30 days to reschedule. I am not going to drop this complaint unless there is resolution regarding the $460 I put towards the limo for my daughter. There has been no attempt on the part of the company to contact me, even with me requesting to speak with the owner in the very beginning. All I am asking for is what is fair and for this company to do right by the consumer.
Final Business Response /* (4000, 16, 2015/06/18) */
You have talked to the manger and you were explained the procedure and contract.
Customer called 2 Hours before his ride claiming he hurt his knee in vail, We offered to resch the vehicle within 60 days Sun-Thurs even tho our driver had already loaded the bus he rented and was at the gas station fueling. Customer said no he wanted his money back, this is not an option we...
explained. Customer received the conformation and was completely aware of the cancellation policy. We went above and beyond to work things out with the customer, customer has been rude and used profanity and we will not tolerate this. Customer has also filed a dispute with the credit card company and the credit card company declared it was a valid charge.
I am following up regarding this complaint. My driver is currently out of the country and will return on or around 10/11. I will send an additional follow up email once he is back in the US and I have a chance to speak with him. This is what I do know. Our driver was late...
only because this venue is in a remote area and the driving directions on [redacted] are incomplete. He was not an hour late for pick up. If you [redacted] directions to the venue, the directions given are incomplete and inaccurate. If you [redacted] driving directions from our office at [redacted], the driving directions tell you to "turn left" "turn right" with no street names provided. The wedding planner did mention that it is pretty dark out and is hard to find at night. The driver believed he was a couple of minutes away from the venue because that is what his GPS told him. The driver called the planner multiple time with no answer. The dispatcher did provide the phone number to the planner more then once. He was in the area and was a couple minutes away but with no street names or lights he couldn't find it. The security guard had to find him because he was on streets with no names. The limousine was clean. We have a full detail shop and the vehicle was cleaned and inspected prior to departing the garage. The towels are left in the vehicle for the customers if they need to wipe their feet prior to getting in the vehicle. The driver did not have anyone in the vehicle prior to the customer getting in the vehicle. As far as the coordinator being unfamiliar with our company is odd. We have been in business for over 26 years and we have brought clients to this venue before. Please let me know if you need any additional information from us. Like I said, I will speak to my driver when he gets back and follow up at that time. Thank you, [redacted]
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. When producing your standings for businesses, I do hope you take into consideration the length of time it took for this business to respond to me. I also hope you take into consideration the fact that they finally hinted at the fact that they were late and picked up guests in an unsatisfactory vehicle.
Sincerely,
[redacted]
I am not sure why it keeps getting brought up about how long Denver Limo Inc has been in business. I understand frustration. We have provided transportation for several people getting married at [redacted]. We do have more then one driver within the company. As far as the wedding planner not knowing who we are, I am not surprised. The wedding planner is a florist. She started working with [redacted] a couple of years ago when they lost their wedding/event planner. She may not have ever heard about us because her specialty is flowers, not wedding planning or limousines. We work closely with several of the top wedding planners in the industry. Should a driver need assistance regarding directions, they call into the office and speak to dispatch. The dispatcher did pull up the [redacted] map of the area and tried to assist. Since the driver was in the area of the venue, it was impossible for even the dispatcher to assist. The driver had no street name to reference when describing his exact location to dispatch. When the mother of the bride continued to call into the office, she was informed by dispatch that the driver a couple of minutes away or at the location. This is the information the driver gave to dispatch PER GPS. I am not denying the driver was late for pick up. You admitted that the area is dark with minimal lighting. The [redacted] map information for this address does not give street names. Just a "turn left", "turn right" and it is not easy to navigate that even if you were to look directly at the map. After security assisted the driver and he was at the location, the ride was not refused and the passengers used the vehicle regardless of him being 45 minutes late, the "dirty rags"and "not enough water or soda". The vehicle was used.
Initial Business Response /* (1000, 6, 2015/09/29) */
Customer was not picked up late, Drive was on time for pick upAs far as deviating from the directions customer provided, driver was using his GPS to avoid traffic and tolls in order to provide the best possible route, otherwise he would have
been dropped off even laterCustomer signed the rental agreement which authorizes Denver Limo to charge for all overtime associated with the rental! Customer has issued a dispute with the credit card company, we have followed all steps and procedures with heartland dispute center and they have verified that this is a valid charge
Initial Consumer Rebuttal /* (3000, 8, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stating one thing without any supporting documentation doesn't make it trueThe driver was late to the pickup and I have the phone log to prove it (attached)Why would the driver call me at 6:PM and stay on the phone with me for minutes if he already arrived and everyone was already in the limo? When I spoke to *** at your firm she confirmed that the driver "got lost"And he apologized to me "for being late" when he finally arrived
I still contend that your GPS is "off" and rather than correct the problem you continue to deny the facts and overcharge your customersProve me wrong by providing the GPS logs and time stamps showing the exact time and location for each stage of the trip
Your errors resulted in delays that caused the entire schedule for the evening to be thrown offBilling for overtime resulting from your error is not appropriate
Final Consumer Response /* (4200, 16, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Driver was lateExtremely poor serviceReviews will be written to ensure others are not harmed by your actions
Final Business Response /* (4000, 18, 2015/10/22) */
We have investigated this charter, Vehicle arrived on time, Customer went overtime, Charge is valid
Initial Business Response /* (1000, 5, 2015/04/14) */
Customer called with his daughter on the phone, Made a reservation with a non refundable deposit, Was told times before he made the reservation about the depositCanceled next day, was told about non refundable deposit again and is now
disputing it, Customer already charged it back with his credit card company and we will be working with them directly to figure it out
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter made a reservation for a *** for promThe company said they would send over a contract that had to be signed within hours, and took a 20% deposit to hold the reservation
When the contract arrived, we elected to decline to sign it and cancelled the reservationThe company responded that they "were keeping our deposit because there was a verbal contract"Hogwash
The statement made above by the company is falseThere was no rental without a signed contractIf the deposit was non-refundable, why bother to send a contract and demand it be signed within hours or lose the reservation?
This behavior is an extremely poor business practice, and if you take a look at their Google and Yelp ***s, the theft of the security deposit is a common business practice of this disreptable
company
http://www.***.com/***/***-***-***?sort_by=***_***
As a former the former Chair of the Denver/Boulder Revdex.com as well as chair of the Grievance Committee, I strongly urge you to encourage this company to cease these deceptive business practies
Final Business Response /* (4000, 13, 2015/05/18) */
Deposits are non refundable, You were explained that at the time of booking, You filed a dispute with the credit card company and we are dealing with them regarding the disputed amount!
Final Consumer Response /* (4200, 15, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A deposit should not be non-refundable before a contract is either presented or signedWe understood we had hours to sign the contract
If the contract is refused, as in our case, the deposit should be refunded
What you have done is take a deposit, send a contract over that is abolutely outrageous and when I refused to sign it, you kept the deposit
This is civil theft
Again, the Grievance Committee needs to seriously take a look at Denver Limo's Revdex.com membership
Initial Business Response /* (1000, 6, 2015/07/13) */
We were in the process of updating our rates. We currently have the rates taken off of the website. Thank You
Initial Business Response /* (1000, 8, 2015/05/20) */
We gave the customer 30 days to re schedule the limousine, She was told this when she called in to cancel. Customer cancelled because of weather, however we still had other limousines out during this time frame in the same area. We went out of...
our way to go above and beyond to help the customer out.
Initial Consumer Rebuttal /* (3000, 10, 2015/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to cancel the service I was not informed I only had 30 days to reschedule. If I had been told that I certainly would have done so. If you want to do research on the road conditions and the closures of the roads in Colorado Springs that night please do so. I have worked in customer service industries for over 20 years and would never take a customers money ($460) and not try to offer any type of help to resolve the issue. I would like to restate that I was NOT told about a 30 day rescheduling policy. And when I asked if this was something I signed I was told that she didn't know and wouldn't fight with me. I asked if there was anything they could do and again I was told "no". I don't understand why a company would assume that they can just take someone's money without providing a service. And if in fact there were limos out that night I would love to see proof that there were services on garden of the gods and Austin bluffs areas. All I am asking for is what is fair and nothing more.
Final Consumer Response /* (4200, 14, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response was "After all of the negative reviews customer left we are not willing to do anything for her". Not acceptable. I still have not been contacted by anyone at the company. Yes I did leave a poor review on a website, one review. I did tell the initial person that I spoke with that I would do so and she told me to "go for it". This is incredibly unprofessional and its unbelievable that no one will contact me from the business itself. At this point I do not want any services from this company and would like either a full or even a partial refund. Again as I have previously stated, I was NOT told I had 30 days to reschedule. I am not going to drop this complaint unless there is resolution regarding the $460 I put towards the limo for my daughter. There has been no attempt on the part of the company to contact me, even with me requesting to speak with the owner in the very beginning. All I am asking for is what is fair and for this company to do right by the consumer.
Final Business Response /* (4000, 16, 2015/06/18) */
You have talked to the manger and you were explained the procedure and contract.
Customer called 2 Hours before his ride claiming he hurt his knee in vail, We offered to resch the vehicle within 60 days Sun-Thurs even tho our driver had already loaded the bus he rented and was at the gas station fueling. Customer said no he wanted his money back, this is not an option we...
explained. Customer received the conformation and was completely aware of the cancellation policy. We went above and beyond to work things out with the customer, customer has been rude and used profanity and we will not tolerate this. Customer has also filed a dispute with the credit card company and the credit card company declared it was a valid charge.
I am following up regarding this complaint. My driver is currently out of the country and will return on or around 10/11. I will send an additional follow up email once he is back in the US and I have a chance to speak with him. This is what I do know. Our driver was late...
only because this venue is in a remote area and the driving directions on [redacted] are incomplete. He was not an hour late for pick up. If you [redacted] directions to the venue, the directions given are incomplete and inaccurate. If you [redacted] driving directions from our office at [redacted], the driving directions tell you to "turn left" "turn right" with no street names provided. The wedding planner did mention that it is pretty dark out and is hard to find at night. The driver believed he was a couple of minutes away from the venue because that is what his GPS told him. The driver called the planner multiple time with no answer. The dispatcher did provide the phone number to the planner more then once. He was in the area and was a couple minutes away but with no street names or lights he couldn't find it. The security guard had to find him because he was on streets with no names. The limousine was clean. We have a full detail shop and the vehicle was cleaned and inspected prior to departing the garage. The towels are left in the vehicle for the customers if they need to wipe their feet prior to getting in the vehicle. The driver did not have anyone in the vehicle prior to the customer getting in the vehicle. As far as the coordinator being unfamiliar with our company is odd. We have been in business for over 26 years and we have brought clients to this venue before. Please let me know if you need any additional information from us. Like I said, I will speak to my driver when he gets back and follow up at that time. Thank you, [redacted]
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. When producing your standings for businesses, I do hope you take into consideration the length of time it took for this business to respond to me. I also hope you take into consideration the fact that they finally hinted at the fact that they were late and picked up guests in an unsatisfactory vehicle.
Sincerely,
[redacted]
I am not sure why it keeps getting brought up about how long Denver Limo Inc has been in business. I understand frustration. We have provided transportation for several people getting married at [redacted]. We do have more then one driver within the company. As far as the wedding planner not knowing who we are, I am not surprised. The wedding planner is a florist. She started working with [redacted] a couple of years ago when they lost their wedding/event planner. She may not have ever heard about us because her specialty is flowers, not wedding planning or limousines. We work closely with several of the top wedding planners in the industry. Should a driver need assistance regarding directions, they call into the office and speak to dispatch. The dispatcher did pull up the [redacted] map of the area and tried to assist. Since the driver was in the area of the venue, it was impossible for even the dispatcher to assist. The driver had no street name to reference when describing his exact location to dispatch. When the mother of the bride continued to call into the office, she was informed by dispatch that the driver a couple of minutes away or at the location. This is the information the driver gave to dispatch PER GPS. I am not denying the driver was late for pick up. You admitted that the area is dark with minimal lighting. The [redacted] map information for this address does not give street names. Just a "turn left", "turn right" and it is not easy to navigate that even if you were to look directly at the map. After security assisted the driver and he was at the location, the ride was not refused and the passengers used the vehicle regardless of him being 45 minutes late, the "dirty rags"and "not enough water or soda". The vehicle was used.