I am following up regarding this complaint My driver is currently out of the country and will return on or around 10/ I will send an additional follow up email once he is back in the US and I have a chance to speak with himThis 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] [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 himThe driver called the planner multiple time with no answerThe dispatcher did provide the phone number to the planner more then onceHe was in the area and was a couple minutes away but with no street names or lights he couldn't find itThe 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 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]
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 industryShould 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 assistSince 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 minutes late, the "dirty rags"and "not enough water or soda" The vehicle was used
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.
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ We gave the customer days to re schedule the limousine, She was told this when she called in to cancelCustomer cancelled because of weather, however we still had other limousines out during this time frame in the same areaWe went out of our way to go above and beyond to help the customer out Initial Consumer Rebuttal / [redacted] (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 days to rescheduleIf I had been told that I certainly would have done soIf you want to do research on the road conditions and the closures of the roads in Colorado Springs that night please do soI have worked in customer service industries for over years and would never take a customers money ($460) and not try to offer any type of help to resolve the issueI would like to restate that I was NOT told about a day rescheduling policyAnd when I asked if this was something I signed I was told that she didn't know and wouldn't fight with meI 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 serviceAnd 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 areasAll I am asking for is what is fair and nothing more Final Consumer Response / [redacted] (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 acceptableI still have not been contacted by anyone at the companyYes I did leave a poor review on a website, one reviewI 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 itselfAt this point I do not want any services from this company and would like either a full or even a partial refundAgain as I have previously stated, I was NOT told I had days to rescheduleI am not going to drop this complaint unless there is resolution regarding the $I put towards the limo for my daughterThere 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 beginningAll I am asking for is what is fair and for this company to do right by the consumer Final Business Response / [redacted] (4000, 16, 2015/06/18) */ You have talked to the manger and you were explained the procedure and contract
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 following up regarding this complaint My driver is currently out of the country and will return on or around 10/ I will send an additional follow up email once he is back in the US and I have a chance to speak with himThis 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] [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 himThe driver called the planner multiple time with no answerThe dispatcher did provide the phone number to the planner more then onceHe was in the area and was a couple minutes away but with no street names or lights he couldn't find itThe 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 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]
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 industryShould 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 assistSince 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 minutes late, the "dirty rags"and "not enough water or soda" The vehicle was used
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.
Initial Business Response / [redacted] (1000, 8, 2015/05/20) */ We gave the customer days to re schedule the limousine, She was told this when she called in to cancelCustomer cancelled because of weather, however we still had other limousines out during this time frame in the same areaWe went out of our way to go above and beyond to help the customer out Initial Consumer Rebuttal / [redacted] (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 days to rescheduleIf I had been told that I certainly would have done soIf you want to do research on the road conditions and the closures of the roads in Colorado Springs that night please do soI have worked in customer service industries for over years and would never take a customers money ($460) and not try to offer any type of help to resolve the issueI would like to restate that I was NOT told about a day rescheduling policyAnd when I asked if this was something I signed I was told that she didn't know and wouldn't fight with meI 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 serviceAnd 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 areasAll I am asking for is what is fair and nothing more Final Consumer Response / [redacted] (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 acceptableI still have not been contacted by anyone at the companyYes I did leave a poor review on a website, one reviewI 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 itselfAt this point I do not want any services from this company and would like either a full or even a partial refundAgain as I have previously stated, I was NOT told I had days to rescheduleI am not going to drop this complaint unless there is resolution regarding the $I put towards the limo for my daughterThere 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 beginningAll I am asking for is what is fair and for this company to do right by the consumer Final Business Response / [redacted] (4000, 16, 2015/06/18) */ You have talked to the manger and you were explained the procedure and contract
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] ***