Diamond Limousine Services

Initial Business Response /* (1000, 8, 2015/09/10) */
At first the customer had stated that there will be 4 people then she called back and asked if it was okay to have another person join, we stated that it would be okay. The vehicle that we provided was a 7 seater with plenty of room. The client...

proceeded to complain about the vehicle size that was provided. [redacted] It was then suggested to her that she can find alternate transportation for her return trip. Our driver still proceeded to provide service to the client for the return despite this comment. The driver had also stated via text that, the group was drunk and that they still tipped but only paid for half the trip.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business because it is untruthful.
When placing the original phone call I stated that there would be 5 people not 4. I asked if there were to be 6 if that would be ok.
The driver informed us that the owner purposely sent a smaller vehicle because it was cheaper for them (she told us this after I phoned the owner). She instructed me to call saying that we had received the wrong vehicle. I am 5'6" and had to sit sideways in the back row so that my legs fit. I asked for the Escalade, was quoted the price for the Escalade so I should have received the vehicle I was paying for. As a customer I have every right to question why something isn't what I paid for.
Upon phoning Diamond Limo,I was verbally accosted by the owner. He told me to find our own ride home. We were going to be drinking so in my opinion taking a car service was extremely responsible. The owner telling us to find our own ride own was totally irresponsible and a huge liability.
[redacted]
[redacted]
As for the comment about the driver we paid her $350 (which is well over the price we were supposed to pay). She discounted the drive there by $10 stating that the owner was over charging us. Some of us had a few beverages at the Beer Fest but none of us were "drunk". Even if that were the case, that is the purpose of hiring a car.
On a side note, the driver told us that the owner wanted her to pull over on the side of the freeway and drop us off to walk on the ride to the event. She refused to do so saying that she does not support that decision and would never leave someone without a ride.
The owner needs to realize that it is not ok to treat customers the way he did. As a customer I have every right to demand excellent service, I am the one who is paying for it after all.
Final Business Response /* (4000, 13, 2015/09/17) */
There was no written agreement, everything was over the phone. The driver had a text message sent to the company phone stating that they had paid 90 dollars on their return trip, which is 5 dollars more than she had top pay(so that means she tipped) according to the drivers sheet. There was also a trip sheet from the driver that had charges of 75 dollars there and 90 dollars back. 350 dollars was never an agreed price and was never paid. The vehicle that we had sent was actually bigger than the Escalade as it fit more passengers. The Escalade only fits 6 people and the driver so we had sent the GMC ACADIA which seats 7 passengers and a driver.(The price for both vehicles is the same so we sent them a bigger vehicle). We never told the driver to drop off the customer on the side of the road. We had stated to drop them off at the destination, and the only thing that was recommended if they are not satisfied with our service, please call another service.[redacted] We apologize for your inconvenience. I have been serving in this city since 1978, I have driven thousands of customers, with respect and care. I have received nothing but compliments for my service from many bigger corporations and executives. I was driving and was getting distracted while driving so had to disconnect the phone.
Final Consumer Response /* (4200, 15, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that the information that I received from your driver via conversation from you does match your above statement. In addition, the dollar amount paid to your driver also conflicts with your above statement.
[redacted]
[redacted]
[redacted] Furthermore, she discounted the ride there by $10 stating that you were over charging us. We were so grateful that she had the decency to follow through with the contract that I arranged with your company,that we tipped her heavily. The amount paid was $350. [redacted]
On a side note,a verbal contract has as much weight as a written contract. It is clear that there was a miscommunication between your staff in regards to bookings and the drivers. Regardless of what happened , I asked for the Escalade and if a change was being made I should have been informed.
[redacted]