Kelly's Limousine Service

Initial Business Response /* (1000, 5, 2015/08/15) */
Contact Name and Title: ***/President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@charter.net
Kelly's does hundreds of weddings each year and over a thousand reservations each year with rarely a compliantWe pride our self in
providing good customer service and understand this is a special dayHowever, as with a personal vehicle, we can not always anticipate a mechanical issue in advanceWe had a vehicle breakdown in the Black Chrysler during an earlier reservation on 8/01/(we can provide copy of tow bill for the power steering pump failure), the day of the weddingIt was so close to the pick up time that repairs could not be made on the vehicleThere was not enough time to contact the groom about the change as the wedding had already startedA replacement vehicle, passenger Lincoln, was sent to replace the passenger Chrysler as it was the only one large enough in our fleet available at the time to accommodate the Wedding PartyThe bride and groom had arranged other transportation with another company and we were only to transport (8) of the partyThe replacement limousine arrived on time and completed the reservation as requested by the partyUpon return to our office, the driver stated they were not happy with the limousine replacement and would be in contact on Monday when they returned from their honeymoonI spoke with the client on Monday morning 8-10-15, he stated his complaints and I apologized several times for the replacement that was sentHe said he was not going to pay for anything and we finally worked out a refund for over 50% of the charges, since they had full use of the vehicle for the original scheduled time and completed photographs at several locations in the cityHe stated he was still not happy & said if he did not get all of his money back he would blast Kelly's on the internet and contact the BBC (???)Total cost of passenger-$plus gratuity, regular cost of replacement-$575, prices do not include gratuityDriver was given gratuityAfter he contacted our office, we refunded him $in good faith on 8-10-at 10:am approval # XXXXXX for a total cost to groom of $for the hour reservationHad the groom contacted us the day of upon arrival we would have been happy to cancel the replacement and provided a full refundOnce again I apologized for the service, but customer was still not happy