Mancuso Limousines of WNY

To whom it may concern, I would to start by apologizing for this unforeseen issue Unfortunately as we are in the transportation business vehicle changes are possible As it states in our contract we reserve the right to substitute a limousine if the requested unit becomes unavailable Since the Chrysler had become unavailable, we substituted the requested limousine with a substantial upgrade As for any issues with the AC system, our vehicles are tested on a weekly basis, and there was no report of an issue with the system Due to the size of the vehicle and amount of people aboard and depending on outside temperature, a to degree temperature drop may be the max This is recognized as an adequate temperature variation by the department of transportation In closing we are truly sorry for your experience, but we did our very best to accommodate the client with a substantial upgrade The client had the right to refuse service but instead used the full service We do not believe a refund is fair but would extend a courtesy credit towards a future booking

I would like to start by saying this issue was just over this current weekend, the client called on Monday to file a complaint and we informed the client we will be investigation the issues and getting back to her with a resolve Due to the nature of the complaint we would need a day or so to investigate The client immediately filed with the Revdex.com and slandered us on social media before we even had a chance to come to some resolve.Let me start by saying our vehicles are on federal DOT level maintenance schedule This vehicle did not leave with any faulty partsStarting with heat, upon returning to our yard the heat was tested and it worked fine, this vehicle went out the following day with no complaints As for the radio, reception is poor in the finger lake region; this is why we inform our customers they should bring cd’s or an aux cable, we do not provide these cables because they always come up missing The vehicle breakdown occurred 15-minutes from the final drop off This was a breakdown out of our control A rear coolant house was severed by road debris Now we appreciate the help of the local people to get us back moving, we had a mechanic on call and ready to be in route, but would have been up to hours away.We are absolutely willing to work with this client and resolve our differences They used the vehicle for the entire time, and we understand that the delay at the end was an unfortunate event We will be happy to extend some sort of compensation, but I feel it is not fair to expect a full refund when you used the serviceYou cannot go into a restaurant and order a burger, eat the entire thing and then say you didn’t like it and not pay for it If the client is willing to work with us, we are willing to try to make her happy

To Whom It May Concern; I am in dispute of this currently and would like any and all claims on our behalf to be null and voidWe have had several conversations with this customer and each and every time it changes along with the amounts.We stand behind our company, our driver, and our business to
the fullest and take pride in the services we offerThis customer called and asked for the amount to be charged to his card then claimed to have paid cash to our driver which was not the case or what occurred at allOur driver accepted only a tip at time of our services and nothing elseMy driver also called me prior to the run to make sure the money in question and client balance was all set and taken care of which I directed that it was so therefore he did not accept any further paymentOur policy for reservations not paid in full prior to the date of the run is that our drivers are to accept payment balance in full prior to getting onto any of our vehicles or departureThe customer states that all of this happened at night after the run and at that time my driver only accepted his tip in which any balance due would have been required before any services deemedI am 110% sure that the customer made a mistake, was also under the influence and is all over the place with story, scenario, and claimsWhatever I need to do to back not only my driver but company I will see to itAny and all help in this matter would be greatly appreciated I will not tolerate any bashing or defamation of character towards our company.Thank you for your time, help, and consideration in this matter***Jennifer M*** is no longer here or has been for quite some timeI am the new Office Assistant/Accounting/Customer Service/Administrative My information is as follows… Jessie C*** ###-###-#######-###-#### Thank You,Jessie C*** Customer Service SpecialistMancuso Limousines of WNY

I would like to start by saying this issue was just over this current weekend, the client called on Monday to file a complaint and we informed the client we will be investigation the issues and getting back to her with a resolve. Due to the nature of the complaint we would need a day or so to
investigate. The client immediately filed with the Revdex.com and slandered us on social media before we even had a chance to come to some resolveLet me start by saying our vehicles are on federal DOT level maintenance schedule. This vehicle did not leave with any faulty partsStarting with heat, upon returning to our yard the heat was tested and it worked fine, this vehicle went out the following day with no complaints. As for the radio, reception is poor in the finger lake region; this is why we inform our customers they should bring cd’s or an aux cable, we do not provide these cables because they always come up missingThe vehicle breakdown occurred 15-minutes from the final drop off. This was a breakdown out of our control. A rear coolant house was severed by road debris. Now we appreciate the help of the local people to get us back moving, we had a mechanic on call and ready to be in route, but would have been up to hours awayWe are absolutely willing to work with this client and resolve our differences. They used the vehicle for the entire time, and we understand that the delay at the end was an unfortunate event. We will be happy to extend some sort of compensation, but I feel it is not fair to expect a full refund when you used the serviceYou cannot go into a restaurant and order a burger, eat the entire thing and then say you didn’t like it and not pay for it. If the client is willing to work with us, we are willing to try to make her happy

I would like to start by saying this issue was just over this current weekend, the client called on Monday to file a complaint and we informed the client we will be investigation the issues and getting back to her with a resolve.  Due to the nature of the complaint we would need a day or so to investigate.  The client immediately filed with the Revdex.com and slandered us on social media before we even had a chance to come to some resolve.Let me start by saying our vehicles are on federal DOT level maintenance schedule.  This vehicle did not leave with any faulty parts. Starting with heat, upon returning to our yard the heat was tested and it worked fine, this vehicle went out the following day with no complaints.  As for the radio, reception is poor in the finger lake region; this is why we inform our customers they should bring cd’s or an aux cable, we do not provide these cables because they always come up missing.  The vehicle breakdown occurred 15-20 minutes from the final drop off.  This was a breakdown out of our control.  A rear coolant house was severed by road debris.  Now we appreciate the help of the local people to get us back moving, we had a mechanic on call and ready to be in route, but would have been up to 2 hours away.We are absolutely willing to work with this client and resolve our differences.  They used the vehicle for the entire time, and we understand that the delay at the end was an unfortunate event.  We will be happy to extend some sort of compensation, but I feel  it is not fair to expect a full refund when you used the service. You cannot go into a restaurant and order a burger, eat the entire thing and then say you didn’t like it and not pay for it.  If the client is willing to work with us, we are willing to try to make her happy.

I have reviewed the response made by the business in reference to complaint ID [redacted]1, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My view on the response I received is that the business responded with some false information.  I emailed the company on Saturday evening, when we finally reached our destination after we were stranded on the side of the road, I then thought the business would follow-up with me Monday morning, which they did not so I called them in the afternoon.  He informed me he would call me back after he spoke to his driver to see if there was any truth to what I had said regarding the condition of the limo, I told him that I expected a call back that day. I did not hear anything so I tried calling the company the next morning around 11am, to which my number was blocked as a call would not go through, but my cousin, who we rented the limo for called and someone answered promptly.  This proves that they had no intention of calling me back or wanting me to call to follow-up, that is when I took action and contacted my credit card company, the Revdex.com and I also wrote my review on social media.  I did not slander the company, my reviews were based on my experience and were stating the same facts which I emailed them and discussed with Andrew over the phone, nothing false, just facts. The driver told me that the vehicle was a shell and just was put on the road semi-recently (July if I recall correctly, but may be incorrect in the date) as it was a refurbished vehicle. The heat did not work when we entered the vehicle and it was 32 degrees Saturday morning, so heat would have been nice to have in the luxury vehicle we just spend hundreds of dollars to rent. I find it shocking that the vehicle went out the following day when a stick was found in the line, causing it to overheat and break down, at least this is the story I am being told by Andrew.  The radio reception is not the best in the Finger Lake region, but I was not advised to bring an auxiliary cord or CD's for the day due to the same, and also we live 2 hours away from our first stop and the radio did not work with a local station [redacted] which comes in close to an hour and a half away, so the radio was complete static. The vehicle breaking down was out of the companies control, as well as the guests that rented the vehicle, but they were going to do nothing to get us to our destination. I was never apologized to for the inconvenience, which should have happened immediately. I find it hard to believe a mechanic was on call because the driver, who we overheard the conversations he was having, called his boss (whoever that was) three times before they made the plan to try and drive the vehicle as far as he could and someone would meet him halfway. This was only after a local fire department and my family came to the aid and brought antifreeze and/or water.   As far as the company willing to work with me, common courtesy would have been to call me back in a timely manner and not block my phone number. I understand we used the vehicle for the time, which started late and we missed an appointment and ended not at our destination and we inconvenienced friends and family to come pick us up.  To respond to the food service metaphor he used-we got a cold burger with no fries or drink, so no I will not pay for that service.  To put in terms of this situation, we were dissatisfied upon arrival of the limo when we found the radio and heat issues and being late, I had a group of 10 women waiting to go on a wine tour, was I supposed to say, no we aren't going to go because we are not satisfied? Any person would give the benefit of the doubt, as my group did and it all escalated from there. I will be glad to work with this company if they can kindly communicate professionally and take this situation seriously. They run a business and from other reviews and experiences I have read/been told about, this is not the first time someone has been unsatisfied with their service.  Regards, [redacted]

To whom it may concern,   I would to start by apologizing for this unforeseen issue.  Unfortunately as we are in the transportation business vehicle changes are possible.  As it states in our contract we reserve the right to substitute a limousine if the requested unit becomes...

unavailable.  Since the Chrysler 300 had become unavailable, we substituted the requested limousine with a substantial upgrade.  As for any issues with the AC system, our vehicles are tested on a weekly basis, and there was no report of an issue with the system.  Due to the size of the vehicle and amount of people aboard and depending on outside temperature, a 5 to 10 degree temperature drop may be the max.  This is recognized as an adequate temperature variation by the department of transportation.   In closing we are truly sorry for your experience, but we did our very best to accommodate the client with a substantial upgrade.  The client had the right to refuse service but instead used the full service.  We do not believe a refund is fair but would extend a courtesy credit towards a future booking.

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.  While I understand the business thinks sending a bus would be a substantial upgrade I don't believe it to be. The bus isn't even in the same class of vehicle as the Chrysler 300, if the Dodge Charger Limo, another hummer limo or any passenger limo had been sent it would have been understood. Furthermore, since it was expressed upon the initial reservation, the only reason I was reserving with the company was because of the Chrysler 300 limo, and confirmed we were still going to receive the limo up the final payment and I was told yes, he had marked it down that we were to receive the limo. If the limo had become unavailable and the reservation had been marked for the Chrysler 300 as I was told it was, a courtesy call would have gone along way. If I rent a Mustang and you send a super charged Denali Truck it doesn't make it a substantial upgrade if you get my point. While I see the company would think because a bus costs more to rent it is a upgrade, it is not and I wont accept that.   As far as the A/C is concerned, I don't see how the vehicle could have been properly inspected for the simple fact, that if it had then it would have been seen the limo was filthy and needed to have the interior vacuumed, wiped and cleaned from the previous party that used it. While I understand the limo would only drop 5-10 degree variation depending on the number of people onboard, however we were below capacity, however when a hand is put to a vent and there is no air coming out and the driver says he has it on, there is a issue, its called the A/C not working and the system not being properly checked. I don't want a credit for another service, as the service I received was so horrible I would never use this business again. The business is right I did not refuse service it was my wedding day and as it was on my doorstep and no forewarning of not ordered limos, and broken a/c limos was given I wasn't in a situation where I could find an emergency replacement. As I see that I used the service, it is why I am not seeking a full refund.
Regards,  [redacted]

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.My view on the response I received is that the business responded with some false information.  I emailed the company on Saturday evening, when we finally reached our destination after we were stranded on the side of the road, I then thought the business would follow-up with me Monday morning, which they did not so I called them in the afternoon.  He informed me he would call me back after he spoke to his driver to see if there was any truth to what I had said regarding the condition of the limo, I told him that I expected a call back that day. I did not hear anything so I tried calling the company the next morning around 11am, to which my number was blocked as a call would not go through, but my cousin, who we rented the limo for called and someone answered promptly.  This proves that they had no intention of calling me back or wanting me to call to follow-up, that is when I took action and contacted my credit card company, the Revdex.com and I also wrote my review on social media.  I did not slander the company, my reviews were based on my experience and were stating the same facts which I emailed them and discussed with Andrew over the phone, nothing false, just facts. The driver told me that the vehicle was a shell and just was put on the road semi-recently (July if I recall correctly, but may be incorrect in the date) as it was a refurbished vehicle. The heat did not work when we entered the vehicle and it was 32 degrees Saturday morning, so heat would have been nice to have in the luxury vehicle we just spend hundreds of dollars to rent. I find it shocking that the vehicle went out the following day when a stick was found in the line, causing it to overheat and break down, at least this is the story I am being told by Andrew.  The radio reception is not the best in the Finger Lake region, but I was not advised to bring an auxiliary cord or CD's for the day due to the same, and also we live 2 hours away from our first stop and the radio did not work with a local station [redacted] which comes in close to an hour and a half away, so the radio was complete static. The vehicle breaking down was out of the companies control, as well as the guests that rented the vehicle, but they were going to do nothing to get us to our destination. I was never apologized to for the inconvenience, which should have happened immediately. I find it hard to believe a mechanic was on call because the driver, who we overheard the conversations he was having, called his boss (whoever that was) three times before they made the plan to try and drive the vehicle as far as he could and someone would meet him halfway. This was only after a local fire department and my family came to the aid and brought antifreeze and/or water.  As far as the company willing to work with me, common courtesy would have been to call me back in a timely manner and not block my phone number. I understand we used the vehicle for the time, which started late and we missed an appointment and ended not at our destination and we inconvenienced friends and family to come pick us up. To respond to the food service metaphor he used-we got a cold burger with no fries or drink, so no I will not pay for that service.  To put in terms of this situation, we were dissatisfied upon arrival of the limo when we found the radio and heat issues and being late, I had a group of 10 women waiting to go on a wine tour, was I supposed to say, no we aren't going to go because we are not satisfied? Any person would give the benefit of the doubt, as my group did and it all escalated from there. I will be glad to work with this company if they can kindly communicate professionally and take this situation seriously. They run a business and from other reviews and experiences I have read/been told about, this is not the first time someone has been unsatisfied with their service.
Regards,
[redacted]