Galaxy Limousine

Review: They are trying to charge us a cancellation fee that they never told us about of $250 when there is still a week before our scheduled date.

There is a $250 fee that they are trying to charge me for wanting to cancel a week before the date we had scheduled the limo for. Now where on their website does it say anything about a cancellation fee and nor did the sales person mention anything over the phone while I was booking it. When I called to cancel is the first and only time I was told about it. When I asked why they didn't say anything before he said that its because I didn't ask. When I asked why nothing is posted on their website about a cancellation fee he responded because it's a verbal contract. He never verbally communicated anything about a cancellation fee with me prior to us agreeing to setting up the date and giving him my card number, therefore there is no "contract" with a cancellation fee that I agreed to. His responce to my questions indicate that it is common practice for them not to include this information until after they have recieved a credit card number from their customers. This is a very disgusting business practice. Desired Settlement: For them to drop the cancellation fee.

Business

Response:

Initial Business Response

Please be advised that we never had contact with Mr. [redacted] until the receipt of this letter. If was [redacted] who called in on 9/4/13 and rented a limousine for an upcoming event on 10/11/13. Then a few days prior to the event (on 10/04/11) she wished to cancel the limo simply stating that her friends can't make it. We faithfully held this limo for her without any deposit fees and were prepared to deliver excellent service. During this call [redacted] got upset when hearing about the cancellation fees an very childishly hung up on our phone agent. Since then we attempted to reach her several times but received no call backs. Needles to say we were able to re-book this limo we held for her therefore we never touched her card nor did we attempt to basically allowing her out of her contract. This message was also left on her voice mail on the same day she called in.

Again I repeat we have not charged the [redacted] one cent therefore I find their accusation insulting and very baseless.

Enclosed you will find her contract which describes our cancellation charges.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

First my wife's name is [redacted] not [redacted]. Second I was right next to her when [redacted] from the company called and was able to hear the entire conversation. My wife didn't just hang up on him. She was told by [redacted] that the only thing he could do was to charge her the $250 and that if we used the service in a year he would put the $250 towards service. She tried to talk to him about it but he kept interrupting her stating that he doesn't have time to explain the contract to everyone that calls and doesn't want to argue about it anymore. [redacted] said ok then she will contact her credit card company and thank you, then hung up. [redacted] probably couldn't hear this as he kept talking over her. Also she didn't call a few days before the event, she called 9 days before the event and asked [redacted] that if they were able to rent it back out if he didn't need to charge us. [redacted] replied by saying regardless if they rent it back out, we had to pay. [redacted] never contacted my wife to stat that he wasn't going to charge us until a few days later when he saw this complaint. He then called my wife and was upset that we filled this complaint and that we needed to take it down. She asked him not to call any more. He somehow got my phone number and contacted me. After theses 2 conversations he still contacted my wife 2 more times upset that we filed this complaint and a yelp review. She asked him again to stop calling or we would file harassment charges.

Final Business Response

Please be advised that the [redacted] family has never been charged a dime for this cancelled service. Therefore, I would like to resolve this conflict in a peaceful manner. Obviously, they can't produce any documents proving otherwise. So we feel that there's no point in further debating this issue. They tarnished our absolute flawless service record on Yelp so I am hoping that they are at peace with this action they have taken. We work hard to satisfy each and every client and I am very sorry that it has come to this. Furthermore my phone company is in the process of producing the phone dialog that has taken place of the call that came in on 10/04/11 cancelling their reservation which is within the 7 days from the service date. The only regret I have is that we were not given the opportunity to provide extraordinary service to the [redacted] just like we did to the other 6 groups of clients we have transported to that same concert on 10/11/13.