iCars Reviews (11)
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me HOWEVER, limos.com never sent any such emailI will accept $as settlement, but, I need to receive a voucher stating $creditNot, $ Again, as long as $is stated and sent I accept Sincerely, Ed [redacted]
The customer in question - Ms [redacted] was provided a refund of 25% of her ride total Thank you, [redacted] ***
Complaint: ***I am rejecting this response because:They write this " However, after looking into the matter it has not been found to be customer error. (so what are they saying ? Where is my money back?They lost a customer for life being to lazy to meet me.This has dragged on for too long trying to wear me down but I want it added that they are cheap crooks .Should I be lookng for a lawyer to finish this?I know a few good ones.Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/12/23) */
Customer reserved a vehicle via the Limos.com website with one of our networked service providers Towncar S.Fto be picked up from SFO 12/19/@ 4:PMCustomer flew in on SWISS flight # ***Flight arrival was actually 5:PM per
Our service provider Towncar S.Fwas on location at 4:PM and in fact noted the ride through dispatch notes when on location at 4:PM, again at 5:PM noting client was near an hour late, again at 6:PM and finally at 6:PM when the service provider requested to be released from the ride(All calls and notes documented within the online reservation) When this call took place between the service provider and our Limos.com office - Towncar S.Fadvised several attempts to reach the customer directly while remaining on location with no successThe Limos.com rep then attempted to reach out to the customer and did reach the passenger ** which *** told her at that time he elected to take a taxi cabHe then blamed the airline for not telling him where to meet his driver and released the call in frustration with expletives
*** *** booked his reservation online at Limos.com and was given full terms of his ride reservation agreement, including instructions to contact the service provider and/or Limos.com upon arrival from his flight and/or for any other reason at any time for any questions or concerns***'s first call to us post reservation time (and any time) was the following day 12/20/at 9:AM to requested a refund
*** then filed a formal complaint for management review for the missed connectionWithin this complaint *** claimed to have contacted our call center upon arrival to SFO at 5:PM PST 12/19/and said he remained on hold for minutes and then hung up; however after further review with our call center director during the interval of 4:PM through 6:PM call wait times were less than minutes throughout, and at no time during this day did the call center experience minute hold timesThis report can be provided*** also had all the contact information for Towncar S.Fand the actual driver name and cell phone number no calls were made to either
After reviewing ***'s claim we elected to educate the customer on how he reserved his reservation as pick up at curbside, therefore he would have found his driver if he would have followed standard pick up procedures for commercial pick up at SFO
We did provide a customer courtesy refund, as we did give the customer the benefit of the doubt if he was lost in the airportWe refunded the wait time that the service provider added with no questionWe further explained that his chosen service provider via the Limos.com website was on location at the time requested by ***, therefore fulfilled their end of the service contract and must be compensated*** was informed that a $refund from his total charges of $would be processedWe also share all the details of our investigation, which we shared above
***'s reply to our resolution email was unhappy and personally driven, with a lot of disappointment and insultsThe next reply to *** from Limos.com was apologetic, and we mentioned we understood his frustrationAfter the full explanation offered an additional resolution attempt in addition to his courtesy refund in an offer of a future ride creditThe customer declined and demanded a full refund, in which we advised we could not do
Initial Consumer Rebuttal /* (2000, 8, 2015/12/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded in full after the Revdex.com complaint and I am satisfied and regard the case closed
Revdex.com:I appreciate all that the Revdex.com has done for me in reference to complaint ID ***, and find that this resolution is satisfactory to me
It is really not satisfactory but I don't want Limos.com to take back the 25% refund I still can't believe that after all this time they feel like a 25% refund is all that I am due To this day not one person from that company has reached out to me to apologize for the completely unprofessional way that situation was handled To think that I put the life of my year old, and his friends in their hands makes me sickSo, am I satisfied, NO Will I accept the 25% refund? Yes, it is better than nothing, which is all I have gotten thus far on my own! I appreciate the hard work of the Revdex.com on this case Without them, I would have gotten nothing at all I would never recommend this company (Limos.com) to anyone though As a business owner, it is completely unprofessional, and they need to learn how to run a business before continuing to operate one!Sincerely, *** ***
The customer in question - Ms. [redacted] was provided a refund of 25% of her ride total.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
HOWEVER, limos.com never sent any such email. I will accept $100 as settlement, but, I need to receive a voucher stating $100 credit. Not, $75.
Again, as long as $100 is stated and sent I accept.
Complaint: [redacted]I am rejecting this response because:
Complaint: [redacted]I am rejecting this response because:They write this " However, after looking into the matter it has not been found to be customer error. (so what are they saying ? Where is my money back?They lost a customer for life being to lazy to meet me.This has dragged on for too long trying to wear me down but I want it added that they are cheap crooks .Should I be lookng for a lawyer to finish this?I know a few good ones.Sincerely,[redacted]Sincerely,[redacted]
After a full investigation of this matter the customer was found to be a 'No Show'. This means there were several attempts to contact the customer, and the vehicle will not leave the premises until 2-hours have...
passed. Our San Francisco affiliate service provider partner has the following dispatch notes in this customer's ride. This documentation is submitted and formatted to be acceptable to reference by the Department of Transportation in the state of California. We did not receive a complaint call into our call center nor an email complaint of this matter to date. We would have explained the steps taken to contact the customer at pick up, and provided the dispatch log and screen shots of the drivers text messages and calls between 6:48 PM thru 8:40 PM when the driver was finally released. We also give the customer opportunity to submit any evidence they may have to substantiate their clam for additional consideration. Without a complaint logged by the customer we were unable to resolve the customer's dissatisfaction. However, after looking into the matter it has been found to be customer error.
We apologized to the customer about what happen and informed him that we cancelled the ride with no penalty and also offered him a $25 future ride credit with limos[redacted]. Then we became aware of his dissatisfaction and our upper management team offered an additional $75 future ride credit to...
total $100. Here is the email we sent to the customer...
Dear Eddie [redacted], We are sorry to learn of your dissatisfaction on the conclusion of Ride [redacted] Please know that Limos[redacted] regrets your dissatisfaction and with our apologies, we would like to offer you the below $75 additional credit that can be used toward a future ride with Limos[redacted], with optimism that we can regain your business. CSZ93018$75 Please be advised that this credit must be used by December 31st, 2017 and must be used in it’s entirety on a single ride. In order to apply this credit, you may simply enter the code into the ‘Promo Code’ field on the billing page of our website, or provide it to your Ride Consultant if you are booking over the phone and the discount will be applied immediately. This credit cannot be applied toward previous rides or reservations that are already booked and is non-transferable. If you would like assistance, please call us at [redacted], 24 hours a day, 7 days a week. If you have any questions, or would like to provide any additional feedback, please reply to this email. Best Regards,
Customer was offered $100 future ride credit and chose to not accept it and continued to contact us regarding this issue, which we had explained to him that he was not charged for the ride and $100 FRC was offered and the case was now closed.