Diamond Limousines

This letter is to serve as our response to the above complaint ID.On Wednesday, March 2, (Note: NOT May 3rd) at approximately 9:10am, [redacted] came into our office to reserve a limousine for May 21, for her daughter's promShe sat down with Diamond representative, Kristalbooked a limousine for hours for a total of $(Note: NOT $950,00) and made the initial deposit of $via credit card at 9:19amShe was given a copy of the credit card receipt (See EXHIBIT 1) and a copy of the contract upon completion of the reservation processAll terms and conditions of agreement and liability are listed on this contractNoted also on the contract was a line that statedCONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATEAt this time, the balance due was $550.00.On Tuesday, March 15, at approximately 10:00am, [redacted] called into our office and spoke with Kristal and made an itinerary change to her reservationA revised contract was sent by email at 10:09am to [redacted] ***, reflecting the changes madeAll terms and conditions of agreement and liability are listed on this contractNoted also on the contract was a line that statedCONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE(See EXHIBIT 2) At this time, the balance due was still $550.00.On Friday, April 22, at approximately 1:00pm, [redacted] called into our office and spoke with Kristal and made an additional deposit on her reservation of $to a [redacted] credit cardA revised contract was sent by email at 1:11pm to [redacted] ***, reflecting the additional depositAll terms and conditions of agreement and liability are listed on this contractNoted also on the contract was a line that statedCONFIRM METHOD OF PAYMENT FOR BALANCE @ LATER DATE (See EXHIBIT 3) At this time, the balance due was $450.00.On Monday, May 16, at approximately 4:15pm, [redacted] called into our office and spoke with Kristal and made an additional deposit on her reservation of $to a [redacted] credit cardA revised contract was sent by email at 4:22pm to [redacted] ***, reflecting the additional depositAll terms and conditions of agreement and liability are listed on this contractNoted also on the contract was a line that statedCOLLECT $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 $CASH BALANCE @ PICK-UP, which was again reinstated to and confirmed by [redacted] *** (See Exhibit 5)The reservation scheduled for May 21, for a piat 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 pion May 21st, when the driver arrived minutes early and ready to provide a professional serviceUpon 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 $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 #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-hours in advance, which is also stipulated in the terms and conditions.Once [redacted] was told that the $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 driverThe 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 minutes to go over the contract, confirm itinerary, read over and sign the prom promise, collect the balance due and take picturesThe job went on as planned and the driver provided an excellent service for the kid's promThe initial drop time was supposed to be 4:00am, which the driver dropped off at 3:59amright on schedule[redacted] called our office in the am of Monday, May 23rd to discuss her complaint regarding the method of payment issueShe was very boisterous with KristalI, as the owner took over the phone call with [redacted] to hear her complaintThe conversation remained boisterous and it was very hard to have a calm discussionShe did mention though that she was happy with the driver and the service that was providedIn respect to the complaint, I stressed that we do follow company rules and regulationsAs mentioned above, it is obvious that [redacted] received numerous emails with all changes, terms, etcThe 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 uponWe were very specific in each revised contract with changes, updates and money creditsShe did agree verbally to the $cash balance at the piand this method was specified in the last emails that she received from us.We do have a very friendly staff at Diamond LimousinesYes, we do smile at our clients, because we appreciate our clients and try to provide the best customer service availableWe enjoy having our clients visit our office, in fact we encourage itThe majority of our clients book over the phone, so we enjoy when we have clients walk in to book with usWe did not “screw” anyone in this matterMy staff (Kristal and driver) were just following the contract terms and liabilities of the companyI am sorry that [redacted] feels that we stressed her out for that was certainly not our intentionWe enjoyed talking and working with her throughout the 1/monthsWe have been in business for over years and have never had a complaint like thisWe 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 dateWe are very good at sending email revisions that are made verbally with us or by emailThe client receives these and has the ability to read the terms and conditions each and every timeIf they choose not to read them, that is not our faultAs you can see, we are very organized and keep very good and “orderly” recordsWe take pride in our customer service skills for we do care about the final outcome of every job that we serviceHowever we do have to follow our terms and conditions, otherwise we would not be a successful company and maintain an outstanding reputationAs 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 pilocation 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 contractedI do realize that we cannot satisfy each and every client 100% of the time, for no one is perfect, however in this casewe just did our jobs and did them correctly.if you should have any questions or concerns, please do not hesitate to contact me