Elite Limousine of Houston

We have a strong, tenured, and well trained team of professional chauffeurs and transportation support staff, committed ownership, and have a quality reputation in the greater Houston areaWe are very proactive in handling service issuesUsually, we can straighten out any issues with our clients the same night when informed during the trip (as stated clearly and agreed to by this customer in our contract)Recently, we swapped out vehicles for a client just because the AUX jack did not work in the limo he was in Unfortunately, we were not informed of any perceived issues until later so we could not attempt to rectify the situation for this gentlemanHad he brought it up that night, as he agreed to in the limousine contract, we would have quickly moved to rectify the situation by sending down an alternate chauffeur We examined the available information (GPS routing, speed, and camera video) to try to verify the issues but found no unreasonable or “dangerous” driving errors by our chauffeur Additionally, all of our vehicles have cameras in them for quality monitoring purposes so we have video documentation of the entire trip and we found no unreasonable or unsafe actions by our chauffeur and there were no flagged incidents of acceleration, deceleration, or any excessive G-force events by our camera equipment This chauffeur has been with us for over years, has no moving violations, and is a CDL driver (CDL drivers are not allowed to take defensive driving for ticket dismissal) and has a long history of driving safely for us The video footage does show that the chauffeur did have his top button unbuttoned and tie a bit too loose (and was counseled about it recently) but was in full uniform with a white shirt, black suit (including jacket) and our signature gold tie Regarding the pick up at the rodeo, we are required to take direction from city officials on where to drop off, stage and parkThis can vary by the event and is decided by city officials, sometimes in advance, and sometimes in real-time Our chauffeur staged where instructed and waited in the vehicle line outside for the clients When he spoke to the client about his location, he was told “Just wait there and we’ll walk over to you” by the clientHe exited the vehicle on separate occasions to look for the clients coming down the sidewalkWhen staged limo vehicles ahead of us moved forward, he returned to the car the third time and moved forward approximately ftand did not see the clients on the sidewalk (among the many people leaving the rodeo) so he did pass them up by several feet (about one car length) but quickly stopped and apologized to them immediately for the error The facts we have are that the client signed and agreed to our terms and conditions that if there were any service issues, he contractually agreed to address them immediately by calling us and we would have moved to rectify any perceived deficiencies for him quickly during the trip There were no comments to either our chauffeur or our company about any unsafe driving until the next day, well after the trip had ended There is no video or GPS evidence of any major or dangerous driving infractions The couple is also shown on video to be comfortable enough with the chauffeurs driving abilities that they drove the entire way home with the limousine privacy divider upI don’t think anyone would do that if they knew they had an unsafe driver taking them home Our GPS data shows that the chauffeur did not take any unreasonable route ( to to Reliant is a standard route from Pearland) from the house to the rodeo event or the return to their house In summary, we arrived at the pickup location minutes early, got the client safely to the rodeo, waited thru the event, and picked them up in a timely manner (taking into account this was a regulated and congested area around a major event in Houston) The chauffeur should have been dressed more professionally and did “pass him up” at pickup, and if the client would like to make an adjustment to his gratuity because of that, we can do that because the chauffeur gratuity is at the discretion of the client, but otherwise we provided our services in a professional and timely manner as contracted and will not be providing any refund for this particular situation If the client would like to review our camera footage or GPS of the event, he is welcome to set an appointment to do so at our facility, but for policy and privacy reasons, we cannot copy this information out to non-employees

Transportation was provided as contracted and we were not given notice to correct the situation in a timely manner (Call that was referenced earlier was at pickup time at the end of the night and would not have allowed us time to act even if we had been informed) In an effort to move forward, and although we cannot find any glaring or dangerous mistakes by our chauffeur, we offer a courtesy discount in the amount of $

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be the best that I can hope forThough I will add that the terminology of discount worries me in lieu of refund. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have a
strong, tenured, and well trained team of professional chauffeurs and...

transportation
support staff, committed ownership, and have a quality reputation in the
greater Houston area. We are very proactive in handling service issues. Usually,
we can straighten out any issues with our clients the same night when informed
during the trip (as stated clearly and agreed to by this customer in our
contract). Recently, we swapped out vehicles for a client just because the AUX
jack did not work in the limo he was in.
Unfortunately,
we were not informed of any perceived issues until later so we could not
attempt to rectify the situation for this gentleman. Had he brought it up that
night, as he agreed to in the limousine contract, we would have quickly moved
to rectify the situation by sending down an alternate chauffeur.
We examined the available information (GPS routing, speed, and camera video) to
try to verify the issues but found no unreasonable or “dangerous” driving
errors by our chauffeur.
Additionally,
all of our vehicles have cameras in them for quality monitoring purposes so we
have video documentation of the entire trip and we found no unreasonable or
unsafe actions by our chauffeur and there were no flagged incidents of
acceleration, deceleration, or any excessive G-force events by our camera
equipment.
 This chauffeur has been with us for over 4
years, has no moving violations, and is a CDL driver (CDL drivers are not
allowed to take defensive driving for ticket dismissal) and has a long history
of driving safely for us.
The video
footage does show that the chauffeur did have his top button unbuttoned and tie
a bit too loose (and was counseled about it recently) but was in full uniform
with a white shirt, black suit (including jacket) and our signature gold tie.
Regarding the pick up at the rodeo, we are required to take direction from city
officials on where to drop off, stage and park. This can vary by the event and
is decided by city officials, sometimes in advance, and sometimes in real-time.
Our chauffeur staged where instructed and waited in the vehicle line outside
for the clients.  When he spoke to the
client about his location, he was told “Just wait there and we’ll walk over to
you” by the client. He exited the vehicle on 3 separate occasions to look for
the clients coming down the sidewalk. When staged limo vehicles ahead of us
moved forward, he returned to the car the third time and moved forward
approximately 20 ft. and did not see the clients on the sidewalk (among the many
people leaving the rodeo) so he did pass them up by several feet (about one car
length) but quickly stopped and apologized to them immediately for the error.
The facts we
have are that the client signed and agreed to our terms and conditions that if
there were any service issues, he contractually agreed to address them
immediately by calling us and we would have moved to rectify any perceived
deficiencies for him quickly during the trip.
There were
no comments to either our chauffeur or our company about any unsafe driving
until the next day, well after the trip had ended.
There is no
video or GPS evidence of any major or dangerous driving infractions.
The couple
is also shown on video to be comfortable enough with the chauffeurs driving
abilities that they drove the entire way home with the limousine privacy divider
up. I don’t think anyone would do that if they knew they had an unsafe driver
taking them home.
Our GPS data shows that the chauffeur did not take any unreasonable route (288
to 610 to Reliant is a standard route from Pearland) from the house to the
rodeo event or the return to their house.
In summary,
we arrived at the pickup location 15 minutes early, got the client safely to
the rodeo, waited thru the event, and picked them up in a timely manner (taking
into account this was a regulated and congested area around a major event in
Houston).
The
chauffeur should have been dressed more professionally and did “pass him up” at
pickup, and if the client would like to make an adjustment to his gratuity because
of that, we can do that because the chauffeur gratuity is at the discretion of
the client, but otherwise we provided our services in a professional and timely
manner as contracted and will not be providing any refund for this particular
situation.
If the
client would like to review our camera footage or GPS of the event, he is
welcome to set an appointment to do so at our facility, but for policy and
privacy reasons, we cannot copy this information out to non-employees.