Lau's Transportation

The issue was already explained to the client via email regarding the additional fee that was charged on her credit card due to the expired voucherShe never mentioned on her email regarding the expiration date of her voucherThe only thing that she verified was the piaddress if it was within the 40-mile radius which we confirmed that it was within the 40-mile radiusBesides, we did not receive a completed contract for the 5/14/limo service that she wanted on the first place and we offered her to check other days for availability; and she asked what was the soonest available date that she can use the limo service which we had the 6/25/She also asked about the 5% credit card fee and it was mentioned to her that it will be waived if she pay the balance either by cash or cashier’s check on the day ofAgain, no completed contract received for the 6/25/only the credit card infoSo, the next available date that was confirmed was the 7/9/limo serviceAn email was sent to her on 6/15/regarding the confirmation for your 7/9/limo service Her voucher has been expired and we even called and verified it with the [redacted] We do not have any control on the expired date of the vouchers that were bought from [redacted] We do not monitor on the customers who bought the deal on [redacted] We redeemed the voucher after the service has been done and not before the date that the client reserved the limo serviceIt is the clients’ responsibility to check if their voucher has been expired or notAlso, it is mentioned on the fine print on the [redacted] that the date is based on the availability of the vehicle Regarding her comment on the [redacted] reviews about complaints, it was not even the same issue with her complaintSo, why she was even trying to compared about it to her situation? The bookings are first come first serve basisThe only way clients can reserve the date they wanted ahead of time is to call us to check the availability and to send the completed right away before anybody can reserve it first before them Attached are the copies of the signed contract, the [redacted] voucher list, which her name was bolded and highlighted, and the correspondence via email showing that she did not mention anything regarding her voucher’s expiration dateThe clients who purchased the voucher should know when their voucher expires because [redacted] indicated it on their voucher Thank you, [redacted] ***

Complaint: ***I am rejecting this response for a few reasons: I was charged an amount that was never agreed upon and the lack of proper customer service. I did not agree to the additional $nor was I notified of this extra charge beforehandHe never told me of this additional charge, not via email, phone call, or in the contractI was charged this amount without my knowledge or consentIn fact, the contract does not mention this chargeAs mentioned, the voucher expired in April, which was the past the original date scheduledI have attached the email which indicates the terms we agreed upon and the date he agreed to those terms (which again was past the expiration date)Once the contract was signed and we rescheduled for July, it was expected that I was agreeing to the ONLY terms discussed and agreed upon. Proper customer service and experience supports my expectation that *** should have confirmed the changed terms before completing the service AND that the contract should have included the additional charge. Additionally,my mother asked the driver if there was a balance, so that she could pay it via cashThe driver confirmed that there wasn'tHowever, I was charged an additional $and a 5% credit card feeGiven that mom asked for the balance, proper customer service and etiquette would have at least afforded me a warning that I would be charged an additional amount and the option to pay it in cashI use Living Social often, and when the vouchers expire those merchants inform me of the new terms BEFORE any services are renderedThe lack of proper customer service is shocking and disappointingHe is not doing what is right.
Sincerely,*** ***

As what was mentioned before on the previous response to the client’s complaint, we do not check the expiration date of the voucher before the customers book their reservationWe are not responsible to double check the voucher expiration date before they reserve the desired date of the limo serviceThe client should have known that her voucher is about to expire since it was printed on her voucherIt was not mentioned on the contract because again, we do not check *** *** vouchers before the clients reserve the limo serviceEach merchant has different policy on dealing with *** *** vouchersIn our case, we do not double check in behalf of the clients to see if their voucher is expiring
Thank you

Complaint: ***I am rejecting this response because, and to their admission, they did not receive consent from me on the additional charges, nor were they explained in any form whatsoever-not via email, phone, or through the contractFor this reason, I have begun legal proceedings against themSecondly, and again to their admission, they failed to follow the business standard of properly explaining charges before providing services AND confirming the *** ***'s voucher's expiration date BEFORE providing servicesThey clearly do not care about providing positive customer service or fostering loyal customersThe fact that they provided me a quote (which I have attached) not knowing the voucher's expiration, leads me to believe that they were planning to surprise me with the additional charges from the beginningTheir unscrupulous charging practice is further evidenced in their *** reviewsSincerely,*** ***

The issue was already explained to the client via email regarding the additional fee that was charged on her credit card due to the expired voucherShe never mentioned on her email regarding the expiration date of her voucherThe only thing that she verified was the piaddress if it was
within the 40-mile radius which we confirmed that it was within the 40-mile radiusBesides, we did not receive a completed contract for the 5/14/limo service that she wanted on the first place and we offered her to check other days for availability; and she asked what was the soonest available date that she can use the limo service which we had the 6/25/She also asked about the 5% credit card fee and it was mentioned to her that it will be waived if she pay the balance either by cash or cashier’s check on the day ofAgain, no completed contract received for the 6/25/only the credit card infoSo, the next available date that was confirmed was the 7/9/limo serviceAn email was sent to her on 6/15/regarding the confirmation for your 7/9/limo service
Her voucher has been expired and we even called and verified it with the *** *** *** ***We do not have any control on the expired date of the vouchers that were bought from *** ***We do not monitor on the customers who bought the deal on *** ***We redeemed the voucher after the service has been done and not before the date that the client reserved the limo serviceIt is the clients’ responsibility to check if their voucher has been expired or notAlso, it is mentioned on the fine print on the *** *** that the date is based on the availability of the vehicle
Regarding her comment on the *** reviews about complaints, it was not even the same issue with her complaintSo, why she was even trying to compared about it to her situation? The bookings are first come first serve basisThe only way clients can reserve the date they wanted ahead of time is to call us to check the availability and to send the completed right away before anybody can reserve it first before them
Attached are the copies of the signed contract, the *** *** voucher list, which her name was bolded and highlighted, and the correspondence via email showing that she did not mention anything regarding her voucher’s expiration dateThe clients who purchased the voucher should know when their voucher expires because *** *** indicated it on their voucher
Thank you,
*** ***