ForeverLawn of The Ozarks

Response attached. This response is in reference to the complaint filed by
*** *** reserved a limousine with our company on 1/29/for
a unique Pink HLimousineWhen *** called to book, it was explained that
we take a 25% non-refundable deposit at the time of booking
If the trip was to
cancel within one week of the event; the full 100% charge would be due***
agreed and provided her credit card information and her deposit was charged
that dayLimousines, this one in particular (only pink Hlimousine in town),
are not very common vehicles and supply and demand can be hugeWhen a vehicle
is reserved for someone; it is not available for other consumers to reserve
This vehicle is the only one in our fleet.*** eventually called in to cancel
the reservationIt was explained that the deposit was not refundable and we
would cancel the trip*** was not happy with that in the least***
asked the representative, Mary Ann, to inquire if she could get her deposit
backMary Ann said typically no but she would ask management.I was the next
person I believe to speak with *** on the phone*** was very rude,
condescending, and overall not happy with the information she was receivingI
was very professional and courtousShe was so un-happy with the facts that she
then accused me of being sarcastic and rudeI apologized several times, none
of which she believed to be trueI explained to *** that her trip was
$and she only put down $down which our deposit would have
been $based on her gross total bookingIn effort to show good faith; I
offered to give her back half of her deposit to show my commitment to her as a
customer.*** was still not happy, send several long emails, filed complaints
with other sites, and has overall been very difficult to work withI truly
understand how penalties are not favorableHowever, we do have policies and
procedures in place for a reasonIf we had no fees for clients that tie up
vehicles and cancel them leaving them unable to remarket and book, we would be
out of business similar to many other industries