Diamond Limousines, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: It was not told to me that I had to pay cash at the end of service My credit card was pre authorized when to payments was paid by credit card If this company think that their customer are the not educated to know, it's not ok with me A customer that pays on time with a method of paying should be able to pay that same method at the end,if asked Driver stated they do not take credit for end payment Question If I knew about payment arrangments at the end, would I waste my time to put in this complaint? NO, I did know until they emailed me the final invoice, and put cash on itThis company will never stand up to their wrong so with my satisfaction of reporting them, maybe they will not do the next customer the same way
Regards,
*** ***

This letter is to serve as our rejection to response to the above complaint ID.I am resubmitting the client's copy of the contract that she submitted for review. I have hi-lighted the terms that were clearly visible to the client. Under the Routing Information... it clearly states (1) “Collect $150.00 CASH BALANCE @ PICK UP Under the TRIP CHARGES, it clearly states: (2) TOTAL DUE. $150.00 and (3) PAYMENT METHOD as CASH. Also, under the Agreement & Liability (4) #4: It reads that the balance must be paid in form of CASH/Cashiers Check/Money Order or a PRE-AUTHORIZED Credit Card. It also mentions that if paying by credit card that the office must be informed at least 48 hours in advance of rental date, which was not done so by the client. Note also in Line #6, that (5) Checks are not accepted.The terms were discussed and agreed upon via phone and the client visibly had them as well.We really enjoyed working with [redacted] throughout the reservation process. If I felt that she had not been informed properly and had she not received the numerous documents that were sent to her which literally explains everything that is agreed upon, I would not fight this issue. But, it is in black and white and all items were covered verbally and in writing to the client.

This letter is to serve as our response to the above complaint ID.On Wednesday, March 2, 2016 (Note: NOT May 3rd) at approximately 9:10am, [redacted] came into our office to reserve a limousine for May 21, 2016 for her daughter's prom. She sat down with Diamond representative, Kristal... booked a...

limousine for 8 hours for a total of $850.00 (Note: NOT $950,00) and made the initial deposit of $300.00 via credit card at 9:19am. She was given a copy of the credit card receipt (See EXHIBIT 1) and a copy of the contract upon completion of the reservation process. All terms and conditions of agreement and liability are listed on this contract. Noted also on the contract was a line that stated... CONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE. At this time, the balance due was $550.00.On Tuesday, March 15, 2016 at approximately 10:00am, [redacted] called into our office and spoke with Kristal and made an itinerary change to her reservation. A revised contract was sent by email at 10:09am to [redacted], reflecting the changes made. All terms and conditions of agreement and liability are listed on this contract. Noted also on the contract was a line that stated... CONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE. (See EXHIBIT 2) At this time, the balance due was still $550.00.On Friday, April 22, 2016 at approximately 1:00pm, [redacted] called into our office and spoke with Kristal and made an additional deposit on her reservation of $100.00 to a [redacted] credit card. A revised contract was sent by email at 1:11pm to [redacted], reflecting the additional deposit. All terms and conditions of agreement and liability are listed on this contract. Noted also on the contract was a line that stated... CONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE (See EXHIBIT 3) At this time, the balance due was $450.00.On Monday, May 16, 2016 at approximately 4:15pm, [redacted] called into our office and spoke with Kristal and made an additional deposit on her reservation of $300.00 to a [redacted] credit card. A revised contract was sent by email at 4:22pm to [redacted], reflecting the additional deposit. All terms and conditions of agreement and liability are listed on this contract. Noted also on the contract was a line that stated... COLLECT $150.00 CASH BALANCE @ PICK-UP, which was discussed on this phone call and confirmed by [redacted]. The contract no longer stated CONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE because there was a verbal agreement made between Kristal and [redacted]. (See EXHIBIT 4) At this time, the balance due was $150.00.On Thursday, May 19, 2016, [redacted] called into our office and spoke with Kristal to give a final itinerary change to the reservation which was the location of a restaurant that the prom kids were going to.  It was the last bit of information that was needed to finalize the reservation.  A revised contract was sent by email at 9:22am to [redacted], reflecting the restaurant name and address.  All terms and conditions of agreement and liability are listed on this contract.  Noted also on the contract was a line that stated...COLLECT $150.00 CASH BALANCE @ PICK-UP, which was again reinstated to and confirmed by [redacted].  (See Exhibit 5)The reservation scheduled for May 21, 2016 for a pick-up at 8:00pm was dispatched to a Diamond driver via email on Thursday, May 19th at 10:59am.  We like for our drivers to receive itineraries prior to the date of service so that they can review and map out so that jobs go perfectly.There were no further conversations by and between Diamond Limousines and [redacted] from May 19th until the initial pick-up on May 21st, when the driver arrived 5 minutes early and ready to provide a professional service. Upon meeting at the initial pick-up, the driver goes over the contract with the client… confirming the itinerary, proposing the prom promise to kids and parents and finalizing any monies due.  The contract still at this point, states… COLLECT $150.00 cash balance @ pick-up.  [redacted] hands the driver a personal check instead of cash.  The driver calls the office to discuss with Kristal, for he knows that the company does not accept checks on the day of the service.  Kristal informed the driver that the balance was confirmed to be cash and that a check would not be accepted.  Note: It is specified in Line #4 of our contract, “The balance must be in the form of CASH/Cashier’s CHECK/ Money Order or a Pre-Authorized Credit Card.  Our office must be informed of Credit card payments at least 24-48 hours in advance, which is also stipulated in the terms and conditions.Once [redacted] was told that the $150.00 balance must be in the form of cash and not by check, she got upset, however she did gather the cash together and paid the driver. The driver and Kristal were only following company rules and regulations by maintaining their grounds in respect to the form of payment.The driver departed the residence at 8:10pm for the prom destination, which concludes that it only took 15 minutes to go over the contract, confirm itinerary, read over and sign the prom promise, collect the balance due and take pictures. The job went on as planned and the driver provided an excellent service for the kid's prom. The initial drop time was supposed to be 4:00am, which the driver dropped off at 3:59am... right on schedule.[redacted] called our office in the am of Monday, May 23rd to discuss her complaint regarding the method of payment issue. She was very boisterous with Kristal. I, as the owner took over the phone call with [redacted] to hear her complaint. The conversation remained boisterous and it was very hard to have a calm discussion. She did mention though that she was happy with the driver and the service that was provided. In respect to the complaint, I stressed that we do follow company rules and regulations. As mentioned above, it is obvious that [redacted] received numerous emails with all changes, terms, etc. The numerous emails that [redacted] received did specify what our terms and liabilities are and are very specific with the balance methods that were discussed and agreed upon. We were very specific in each revised contract with changes, updates and money credits. She did agree verbally to the $150.00 cash balance at the pick-up and this method was specified in the last 2 emails that she received from us.We do have a very friendly staff at Diamond Limousines. Yes, we do smile at our clients, because we appreciate our clients and try to provide the best customer service available. We enjoy having our clients visit our office, in fact we encourage it. The majority of our clients book over the phone, so we enjoy when we have clients walk in to book with us. We did not “screw” anyone in this matter. My staff (Kristal and driver) were just following the contract terms and liabilities of the company. I am sorry that [redacted] feels that we stressed her out for that was certainly not our intention. We enjoyed talking and working with her throughout the 2 1/2 months. We have been in business for over 10 years and have never had a complaint like this. We have done thousands of proms, and have never had a client question our terms for they are always confirmed with the client prior to the reservation date. We are very good at sending email revisions that are made verbally with us or by email. The client receives these and has the ability to read the terms and conditions each and every time. If they choose not to read them, that is not our fault. As you can see, we are very organized and keep very good and “orderly” records. We take pride in our customer service skills for we do care about the final outcome of every job that we service. However we do have to follow our terms and conditions, otherwise we would not be a successful company and maintain an outstanding reputation. As any other company, we can't take chances on returned checks or declined credit cards on the day of the service which is why we have terms and liabilities in place.I do not feel that a refund is justifiable in this situation, We provided the client with good customer service starting from the initial date of March 2nd, sent email revisions as payments and changes were made, arrived to the pick-up location early, provided a great driver, collected the balance in cash which was the agreed method of payment, provided a professional service throughout the contract and concluded at the time contracted. I do realize that we cannot satisfy each and every client 100% of the time, for no one is perfect, however in this case... we just did our jobs and did them correctly.if you should have any questions or concerns, please do not hesitate to contact me.