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LINQserv, Inc(LINQ) has been providing transportation services for weddings since its inceptionover years agoThis is the first formal complaint that has been lodged against the Company thruthe Revdex.com (Revdex.com)We acknowledge that, from time to time, mistakes are made,however, in the end LINQ will always attempt to resolve any complaints in fairness to our customers.The Customer's complaint gives the impression that LINQ ignored him after issues arose intransporting guests to his weddingTo the contrary, LINQ launched an internal investigation toestablish what happened and who was at faultThere were numerous E-mails sent back and forthand a settlement refund offer of $was made to this Customer- which was refusedThe Customermade numerous mis-statements of facts during our investigation which we will clarify in thisresponseWe are attaching copies of correspondence with this customer to this "Answer toComplaint".This Charter (#35781) utilized Motor Coaches which arrived in the field at exactly 2:PM on 7/8/17and remained on duty thru 1:15AM, despite a 12:AM prescribed end timeEach Motor Coach wason-duty for almost hours despite being contracted for hoursLl NQ granted customer requestsfor additional drop-off locations (normally not negotiable) due to the issues that occurred intransporting guests to the wedding venueThe additional time incurred at the end of the Charter wasworth $and not billed to the Customer.ISSUE #- [redacted] Road pilocation: This pickup location was described by the Customer as"between [redacted] *** [redacted] Road and the railroad tracks One could logically infer that this pickuplocation was along *** [redacted] Road and not at a remote structure south of that road accessed bya gravel driveway(See Attached MAP)This was discovered on the return trip when our driver wasinstructed to go there for the drop-offClearly this pickup location was not properly described and,in reality, this location should not have been accessible to a passenger Motor Coach as road widthand turning radius were insufficient.ISSUE #2- [redacted] pilocation: This location was missed by our driver as bothdrivers were confused over the [redacted] Road pilocation.ISSUE #3- Contact Issues: The Customer sent an E-mail to "Accounting" and not to the LINQ SalesRep that was handling this tripConsequently, no one had visibility on the email until the followingMondayThe Best Man called, but did not leave a name or wedding infoThe LINQ team reacted tothis immediately, contacting the caller (Best Man) from caller ID but there was no answer.Simultaneously, our drivercalled the Dispatcher to explain difficulties in locating the PickupOurSales Rep was able to determine the problem and called the driver to explain the trip instructionsHewas instructed to redo Route #to make sure no one was missedNo additional passengers werefoundClearly, LINQ followed up on these issues almost immediately and there were no subsequentcommunications until the Customer asked for a refundDriverarrived at the venue with somepassengersAt the venue, neither driver was instructed to cancel the remainder of this Charter, soboth proceeded to wait for return trips later that day.ISSUE #4- Return Trips: The drivers followed their prescribed routes for the return trips and eachone added an additional stop as described aboveOne Coach carried over passengers and thesecond Coach carried passengersNo wedding guests left the venue on the early dispatch.The safety complaints were a result of proceeding over the gravel driveway to the [redacted] Roadlocation (noted above) at the insistence of the father-in-lawAs this location was not accessible by aMotor Coach, our driver erred in driving back there, not knowing that a turn-around did not existOurdriver was attempting to please the Customer due to the earlier issues with the pickups.ISSUE #- Guests Leaving Early: Customer stated that the guests who drove themselves to thewedding (of per Customer) had to leave the venue early to drive minutes back to theirvehiclesIf was accurate, then why did our drivers carry over passengers (of Guests) on thelate return tripThe Customer's assertion here is not in line with reality.LINQ CONCESSION: In light of the issues at the beginning of this Charter, LINQ elected to refund thecost of the 2-hours of pickup time (at the Charter Commencement) and not to charge the Customerfor the additional stops added extemporaneously (by Customer) at the end of the dayThe value ofthis concession is $The Customer was offered a $cash refund which was refused.LINQ believes this was a fair resolution for the following reasons:Following the pickup mishaps, drivers were not told by Customer to cancel one or bothCharter Buses for the remainder of the dayEach driver was on-duty for hours that dayThe [redacted] Road pickup location was poorly described by Customer (see Attached Map) andpartly to blame for the pickup issuesThe Groom's father-in-law was aggressive in attempting to coerce our drivers to deviate fromtheir pre-determined return routesThis added additional stress to an already stressfulsituationLINQ had to spend time investigating a claim by Customer that [redacted] was hired to pickup wedding guests and ferry them to the venue, despite the fact that [redacted] offers no servicesin this areaPlease refer to attachmentsNo other complaints from riders on this Charter were received by LINQ, including safetyissuesLINQ possesses a GPS tracking log for each Coach and recorded voice conversationsevidencing the statements made in this response.LINQ truly regrets that Customer's event logistics did not occur as plannedGoing forward, theCompany has implemented new measures to ensure that this situation will not recur.Please refer to the following Attachments:SincerelyLisa [redacted] ***CEO

The Customer has replied to our answer to his original complaint. We will address several issues that were made in his reply.• LINQ agrees that there was confusion on the part of our drivers as to the location of the [redacted] pick-up point. The Customer sent us a map point that was over 1/4 mile away from the actual desired pick-up point. No signage was seen by our driver on this road denoting the pick-up point and our trip notes make no mention of the posting of signage.• The Management of LINQ responded to the Customer and this situation as soon as it became aware of the pick-up problems from our drivers. Our driver did speak with the bride's mother on a guest's cell phone. This occurred during the initial confusion over pick-up locations.• For the return trips, our driver was being instructed by the Father who claimed to have the authority to make changes to the itineraries. LINQ made the decision to perform the additional stops, taking over 1 hour for each Coach as a concession for the earlier mistakes made during the first hour of service by both Coaches, as demanded by the Father. LINQ was contracted to supply 2 Motor Coaches to transport wedding guests commencing at 2:30PM (Leave time) and ending at 12:30 AM (Return/Drop Time) spanning 10 Hours of service time(Contract Attached) and 3.5 Hours of commute time to/from the event from/to our facility on [redacted]l Avenue in [redacted], NY. Total committed time to this customer was 13.5 hours for each Coach on July 8-9,2017.The Customer paid $1180.00 for each Coach ($2,360.00 Total) yielding an hourly rate of $87.00($1 080/13.5).LINQ possesses Geo-location data for each Motor Coach dispatched for this wedding. Each Coach departed our lot at 12:30 PM and arrived back at our lot around 3:00 AM spanning over 14.50 Hours.The services performed for this wedding consisted of the following:•:• Travel time to/from the venue -                               3.50 Hours•:• Passenger Carriage to the Wedding -                        1.25 Hours•:• Wait time (3:45 -9:00PM) -                                     5.25 Hours•:• Passenger Carriage from the Wedding -                    4.50 Hours TOTAL:                                                                       14.50 HoursLINQ reiterates its current offer to not charge for the extra 2 hours of services and to refund thecustomer $300 is fair and equitable. The value of these concessions is $600.00. In agreeing to thisconcession LINQ is covering the cost of the Passenger Carriage to the Wedding (1.25 hours) and thecost of the extra hours of services at the end of the day. It is important to understand that this eventalso consisted of these services which were performed exactly as per the contract and verbaldirectives from the Father:•!• Travel time to/from the venue -                    3.50 Hours•!• Wait time (3:45-9:00PM) -                           5.25 Hours •!• Passenger Carriage from the Wedding -         4.50 HoursTOTAL:                                                            13.25 HoursAs our drivers were never instructed to terminate services by customer, LINQ is entitled to its fees for the services that were performed. At $87.00 per hour, the 13.25 hours of services actually performed by 2 Coaches yields a chargeable cost of $2.305.50.LINQ's offer to refund the Customer $300 yields a reduced customer cost of $2,060.00 ($2,360- $300)which is $244.50 more than the customer is entitled to receive for services actually performed.Clearly, the Customer is receiving more than a fair and equitable settlement for the problems incurred during the Carriage trips to the wedding. LINQ is refunding the cost of both Carriages to the Wedding even though all but 2 stops were made. We hope the Customer accepts this refund offerand our sincere apologies for the problems that occurred during this Charter.Please refer to the following Attachments: Charter ContractSincerelyLisa [redacted]CEO

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company failed to answer couple of my questions from my previous response. How many people got picked up by the shuttle buses on the way to the wedding? Linq kept track of the number being shuttled back (70). There were supposed to be at least 78 people picked up.Why did the company/drivers not call me specifically as soon as the stops were missed? My cell phone number was on the contract. The company keeps dodging this question by saying it reacted promptly.  Please answer the question that I asked above.One of the shuttle buses was only used by our guests for 2 out of the 10 hours. That shuttle the bus did not pickup a single guest on the way to the wedding.  As a result, we feel that we should not have to pay for those 8 hours.   We were contracted by the company for two shuttle buses for 10 hours per bus.  Travel time to and from the venue is irrelevant in this matter since this was not listed in the contract.  2 buses x 10 hours=20 hours + 2 hours extra for the extra stops=22 hrs$2360.00/22 hours= $107.30 per hourOne of the buses (Bus A) was not used for 8 hours because none of the guests got picked up on it. Bus B did not pickup the people at Long House Manor where there were 34 people.  That stop had the majority of the people for that particular bus.  Bus A: $107.3 x 8 (hours missed)=$858.4Bus B: Missed 34 people that it was supposed to pickup: cost of not performing the service $342The sum of the above numbers is about 1200.00 which is what we originally asked for.The company should attempt to put themselves in our shoes.  How would you feel if it was your wedding day, and you realize that majority of the guests are not picked up to come to the wedding despite the fact that you paid almost $2400 for that service?Regards,
[redacted]

LINQserv, Inc. (LINQ) has been providing transportation services for weddings since its inceptionover 22 years ago. This is the first formal complaint that has been lodged against the Company thruthe Revdex.com (Revdex.com). We acknowledge that, from time to time, mistakes are made,however, in...

the end LINQ will always attempt to resolve any complaints in fairness to our customers.The Customer's complaint gives the impression that LINQ ignored him after issues arose intransporting guests to his wedding. To the contrary, LINQ launched an internal investigation toestablish what happened and who was at fault. There were numerous E-mails sent back and forthand a settlement refund offer of $300 was made to this Customer- which was refused. The Customermade numerous mis-statements of facts during our investigation which we will clarify in thisresponse. We are attaching copies of correspondence with this customer to this "Answer toComplaint".This Charter (#35781) utilized 2 Motor Coaches which arrived in the field at exactly 2:30 PM on 7/8/17and remained on duty thru 1:15AM, despite a 12:30 AM prescribed end time. Each Motor Coach wason-duty for almost 11 hours despite being contracted for 10 hours. Ll NQ granted customer requestsfor additional drop-off locations (normally not negotiable) due to the issues that occurred intransporting guests to the wedding venue. The additional time incurred at the end of the Charter wasworth $300.00 and not billed to the Customer.ISSUE #1 - [redacted] Road pick-up location: This pickup location was described by the Customer as"between [redacted] Road and the railroad tracks One could logically infer that this pickuplocation was along [redacted] Road and not at a remote structure south of that road accessed bya gravel driveway. (See Attached MAP). This was discovered on the return trip when our driver wasinstructed to go there for the drop-off. Clearly this pickup location was not properly described and,in reality, this location should not have been accessible to a 56 passenger Motor Coach as road widthand turning radius were insufficient.ISSUE #2- [redacted] pick-up location: This location was missed by our driver as bothdrivers were confused over the [redacted] Road pick-up location.ISSUE #3- Contact Issues: The Customer sent an E-mail to "Accounting" and not to the LINQ SalesRep that was handling this trip. Consequently, no one had visibility on the email until the followingMonday. The Best Man called, but did not leave a name or wedding info. The LINQ team reacted tothis immediately, contacting the caller (Best Man) from caller ID but there was no answer.Simultaneously, our driver1 called the Dispatcher to explain difficulties in locating the Pickup. OurSales Rep was able to determine the problem and called the driver to explain the trip instructions. Hewas instructed to redo Route #1 to make sure no one was missed. No additional passengers werefound. Clearly, LINQ followed up on these issues almost immediately and there were no subsequentcommunications until the Customer asked for a refund. Driver2 arrived at the venue with somepassengers. At the venue, neither driver was instructed to cancel the remainder of this Charter, soboth proceeded to wait for return trips later that day.ISSUE #4- Return Trips: The drivers followed their prescribed routes for the return trips and eachone added an additional stop as described above. One Coach carried over 50 passengers and thesecond Coach carried 20 passengers. No wedding guests left the venue on the early dispatch.The safety complaints were a result of proceeding over the gravel driveway to the [redacted] Roadlocation (noted above) at the insistence of the father-in-law. As this location was not accessible by aMotor Coach, our driver erred in driving back there, not knowing that a turn-around did not exist. Ourdriver was attempting to please the Customer due to the earlier issues with the pickups.ISSUE #5 - Guests Leaving Early: Customer stated that the guests who drove themselves to thewedding (60 of 78 per Customer) had to leave the venue early to drive 40 minutes back to theirvehicles. If was accurate, then why did our drivers carry over 70 passengers (of 78 Guests) on thelate return trip. The Customer's assertion here is not in line with reality.LINQ CONCESSION: In light of the issues at the beginning of this Charter, LINQ elected to refund thecost of the 2-hours of pickup time (at the Charter Commencement) and not to charge the Customerfor the additional 2 stops added extemporaneously (by Customer) at the end of the day. The value ofthis concession is $600.00. The Customer was offered a $300.00 cash refund which was refused.LINQ believes this was a fair resolution for the following reasons:1. Following the pickup mishaps, drivers were not told by Customer to cancel one or bothCharter Buses for the remainder of the day. Each driver was on-duty for 11 hours that day.2. The [redacted] Road pickup location was poorly described by Customer (see Attached Map) andpartly to blame for the pickup issues.3. The Groom's father-in-law was aggressive in attempting to coerce our drivers to deviate fromtheir pre-determined return routes. This added additional stress to an already stressfulsituation.4. LINQ had to spend time investigating a false claim by Customer that [redacted] was hired to pickup wedding guests and ferry them to the venue, despite the fact that [redacted] offers no servicesin this area. Please refer to attachments.5. No other complaints from riders on this Charter were received by LINQ, including safetyissues.6. LINQ possesses a GPS tracking log for each Coach and recorded voice conversationsevidencing the statements made in this response.LINQ truly regrets that Customer's event logistics did not occur as planned. Going forward, theCompany has implemented new measures to ensure that this situation will not recur.Please refer to the following Attachments:SincerelyLisa [redacted]CEO

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Address: 536 E Washington St, Stephenville, Texas, United States, 76401-4402

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