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Five Star Limo

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Five Star Limo Reviews (1)

Initial Business Response /* (1000, 11, 2015/11/23) */
Hi *** We Sent This Email To *** *** For Cancellation Conf You See The Date And Time We Sent And Also We Did Phone Call Her She Never Responded Thanks
*** Singh Bahia
Forwarded message from FIVE STAR LIMO
Date: Sep 12:18:-
From: FIVE STAR LIMO
Reply-To: FIVE STAR LIMO
Subject: CANCELLATION Conf# XXXXX For *** *** (09/26/XXXX-XX:XX PM)
To: ***@fivestarls.com
FIVE STAR LIMO
*** *** Street *** CA XXXXX
US
Tel: (XXX) XXX-XXXX
Email: ***@fivestarls.com
TCP XXXXX-B Cancellation Confirmation
Cancelled Reservation Confirmation #XXXXX Last Modified On: 09/23/XXXX XX:XX AM
This reservation has been cancelledIf this trip should not have been cancelled, please contact our office immediately at (XXX) XXX-XXXX
________________________________________
PiDate: 09/26/2015-Saturday
PiTime: 08:PM
ServiceType: Charter
Primary/Billing Contact: *** ***
Passenger: *** ***
Phone Number: (XXX) XXX-XXXX
Noof Pass: *** Type: 1-Passenger *** Limo - New MKT Lincoln Limo
Payment Method: Visa **
________________________________________
Trip Routing Information: PU: : XXXXX N*** street *** CA *** (United States of America) - Ph: (XXX) XXX-XXXX
Notes:Girl's 9th birthday party
ST: :Oh My *** *** W *** Ln, ***, *** CA *** (United States of America)
DO: : XXXXX N*** street *** ** XXXXX
________________________________________
Notes/Comments: Girl's Hollywood themed 9th birthday party - will be going to get frozen yogurt
________________________________________
Charges & Fees Per Hour x $
Reservation Total: $
Payments/Deposits: $
Total Due: $
________________________________________
Terms & Conditions/
Reservation Agreement: Safety First! Passengers *** not allowed to stand or dance while the vehicle is in motionPlease do not stand on seats or lean against the windowCredit card customers must bring a photo ID and the same credit card that use for booking with at the time of pickup and provide them to the driver for imprintDamages caused by negligence of any passenger *** be the liability of the renting clientAll damage fees will be charged to the renting client, to include all parts and labor, plus a fee for all down time of said vehicleCompany is not liable in the event of mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed dateThe client assumes full financial liability for any damage to the limousine caused during the duration of the rental by them or any members of their party, including carpet or seat burns - smoking is not permitted in any of our limousinesSanitation fee is Alcohol Consumption is prohibited by passengers *** years of ageIllegal drug use is prohibited by lawAny fines will be paid for by the customerThe driver has the right to terminate run without refund (if there is blatant indiscretion on the part of the client(s))It is Illegal to stand through the sunroofOvertime pay may apply after the prearranged time described on the run sheetNot responsible for delays or the termination in winter caused by unsafe road conditionsNot responsible for articles left in the limousineVehicles cannot be loaded beyond seating capacityBalances to be paid to the driver on the run date before the beginning of the run
Driver note: No Signature Signature Required Collect Imprint Credit Card
End forwarded message
FIVE STAR LIMO
*** *** Street
*** ** XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I acknoweldged the receipt of the email they have included in both my original complaint sent directly to the business and in my complaint to the Revdex.comThe problem is that the email was in the SPAM folder and the company made no attempt (including a phonecall) to confirm that I received the cancellation noticeI would like to reiterate that the email I sent to the business received no response from the companyI have included the email below at the bottom of this response
THERE WAS NO PHONECALLI will happily provide my phone record to validate thisI CALLED on Friday, September 25th at 9:58am in an attempt to confirm my reservationI did not receive a call until Saturday, September 26th at 7:07pmThis is less than one hour prior to my 8:00pm scheduled pitime
My complaint stands - it was negligent to make no attempt to ensure that I received a cancellation noticeIt is unprofessional to conduct important communications through email alone since it is often the case that emails erroneously end up in SPAM foldersIt is unethical to impose additional fees and charges without giving the customer ample noticeI made an attempt to resolve this complaint directly with the companyThey ignored my communication
Dear Five Star Limo,
I recently booked your limousine services for my daughter's 9th birthday party on September 26, 2015, for 8:00pm using your online booking servicesThe booking was for a total of three hours (the website advertised minimum) and was scheduled for piat my homeAfter booking, I received a confirmation number via the websiteBecause I never received any confirmation by email or phone, I became concerned about my reservationI called your company on September 25, around 10:00am and was told that the receiver of that call could not look up my reservation at that timeInstead, he advised that I send an emailI was not able to email your company because he did not provide the email address and I was not able to find it on your websiteOn Saturday, (September 26) less than an hour prior to the scheduled pitime your company called to ask if I had received their cancellation email (I had not)Apparently, because I did not book four hours instead of three, your company decided to cancel my reservationBy this time, the party was already dressed and eagerly awaiting my daughter's "surprise"Out of sheer panic and frustration, I quickly agreed to the four-hour minimum and asked that the driver leave immediatelyBecause of the late notice, the driver arrived forty-five minutes after my original scheduled pitimeBy the end of the night, we were only able to utilize less than an hour and a half of the four hours that I paid for
It is understandable for mistakes to happen and for unplanned errors to arise occasionallyHowever, it is unacceptable and unprofessional for a company to attempt such critical communication via email - and make no further attempt to contact the customer through other means such as a simple phone callAdditionally, my attempt to receive a status of any sort and confirmation by phone being essentially pushed aside and directing me to email the company the day before the booking is equally as unprofessional and clearly unproductiveFurthermore, your company's last minute attempt to contact me via phone less than an hour before the scheduled pitime is absolutely ridiculous and should not be tolerated by any customerThis method of communication left me cornered, flustered, and in a terrible situation with no choice but to agree to undeniably outrageous terms in order to refrain from disappointing seven 9-year-old girls!
Some things you should consider as a business primarily seeking clients online: First, the cancellation email you sent me made no mention of the hour minimum and ended up in the spam folder! If email is the primary way with which you wish to communicate you should take steps to ensure that important messages (such as CANCELLATIONS!) are received by the customer in a timely mannerHad I received a phone-call, I could have made other arrangements without feeling backed into a cornerSecond, you should clearly define your service areas and any terms that apply to those requesting charters outside of your designated areasI was aware that you were in VacavilleHowever, your company's website appeared in a google search for limousine service in Lodi and your website advertised service in "Northern California." I commute an hour and a half every day and do not feel that the hour drive from Vacaville to Woodbridge is unreasonableI chose your company because of the flat rates, claim of "no hidden fees" and your accreditation by the Revdex.com
Because I believe in giving your company a fair and adequate chance of resolving this issue before taking this complaint further, I am going to refrain from filing a complaint with the Revdex.com regarding your company's unethical treatment of a customer, your company's negligence to ensure that any communication was received, and your company's contradiction in the information provided on your website and what was told to me over the phoneI think that it is unethical to spring unexpected terms and charges on a customer with such short notice
You can contact me by phone at XXX-XXX-XXXX, or email at this email address
Thank you,
*** ***
On a positive note, our driver *** was courteous, attentive and provided excellent customer serviceHe should be commended

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