Metro Limousine Service

Dear Sirs, I am at a loss for words since I have stated that we did everything in our power to help this customer She is stating that our information is NOT accurate, but unfortunately her information is NOT accurate This letter states to answer her question and I would love to, but she did not ask a question, she just complained again that we are not telling the truth and we absolutely are She keeps mentioning that we did nothing to help her If that were true, how did she get home? Dispatch was on the phone hours trying to find transportation companies to pick her up She mentioned that the driver was rude, that I believe was true and although we instill to our drivers that they must be patient and professional, the Driver said that he couldn't take them yelling at him anymore and that the customers were verbally abusing him He is terminated and we are sorry for that, but that was based on the fact that Ronnie did lose his temper more than once and this wasn't the first complaint about him It is untrue that he said "find your way home" when dispatch was on the phone for hours trying to find a company to pick them up when they were in the restaurant celebrating her Mother's Birthday She isn't mentioning that at all We did return HALF of her money because we couldn't take them home, but we did take her to her destination She keeps mentioning that it's Julie's fault for not returning more money; it is not Julie's responsibility to make decisions about refunding money, it's mine, the owner Julie was as patient as she could be, but *** *** called NUMEROUS times, many of which I was either in the office and if I wasn't, she called me to inform that she received yet another call from *** *** I instructed Julie to let her know that I would refund her an additional $ In one line, she says that when Julie told her that the owner would refund an additional $125, she "expressed that it didn't cover much" - that is a lie! I heard her myself on speaker phone, she was irate, said that it still wasn't enough and she wanted a FULL REFUND and if she did not get it, she threatened us that she was going to write a complaint letter to the Revdex.com; which she obviously did; smear our name all over the internet along with everyone else in the vehicle doing the same; sue us and take us to court; that was when Julie said, "Ok, then we will see you in court"What else could she say when someone threatens us as she did? Then she states, "The company stated the they offered $(which she admits we did) , if that was the case, we would not be going back and forth with the Revdex.com" WE DID offer her that, but why would I refund a customer that additional $after she made it clear it wasn't enough AND threatened to sue us for the rest?? If she accepted the additional $and didn't make those threats, we wouldn't be wasting the Revdex.com's time Her letter is very contradicting.
What about my company? Yes, embarrassingly enough, our bus did go down, and the second one too, which in all the years I have been in business has never happened to me, we have extended our deepest apologies and being embarrassed that this happened is an understatement How come getting her to her destination, and dispatch spending hours on the phone finding a company that was available to pick them up and take them home is not recognized I refunded half her money so she could pay them, which was less than what I refundedShe stated Ronnie, the driver told her that she could not speak with Dispatch; that is true because Dispatch was on the phone calling transportation companies to pick them upWe did not leave her stranded to find her own way home We offered her an additional $on top of the $that she received immediately, and that was not good enoughShe was going from one destination back homeThe last thing we wanted was to ruin her Mother's special birthday We have many repeat customers and try to do the right thing for all our customers Obviously, unless we refund every dime to *** ***, she was not going to be happy This is very unfair to us and this customer is trying to take advantage of our company I take pride in my company and do feel that we did everything in our power to do the right thing

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 and the matter has been resolved.
Our complaint has been resolved. Due to an extraordinary...

personal circumstance with our contact at Metro Limousine that was unknown to us at the time, we were unable to get in touch with the right people to help resolve our issues. Therefore, we filed our complaint with you. Since that time, they have been more than accommodating, informed us that they have taken steps to ensure there will not be a repeat of the same issues and have treated us very well. We are now confident in their ability to provide quality service and will be using them again in a couple of months.You may want to check this firm's report on our website [redacted].
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I've read the company's response and they are painting me out to be this horrible person. If the owner was there when Julie and I spoke, why not speak with your customer. Instead Julie said you weren't there and to take a message. All those things you stated were untrue. That's not my character. You stated I said I would smear your company's name on the Internet and your sites. There's not one complaint or bad reviews on any of your sites. Promising a customer a refund then going back on your word because of a hunch is unprofessional. If you or Julie were interested in solving this matter, we wouldn't be here. My family and I trusted your company for an enjoyable, memorable night and got the total opposite. If you were the customer, you would understand but your not! In your party bus, there was no AC, a non functioning radio and a rude driver. Not to mention getting stuck in your party bus then finishing dinner to realized the new bus also broke down and that still was not enough for you to refund our money? Then waiting outside for hours until your driver called a van to pick us up. He wasn't calling cabs for us all night. He was calling you and tow trucks to pick up the two broken down party buses. The money your driver gave back to us had to be used for a tight crowded van to our House. Neither you nor Julie cared about our ordeal and that's why we are here. It's not fair what your business has done to my family and myself. We used your party bus for an hour Sir and I'd like a refund. Thank you. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sirs. [redacted] rented a party bus from us on Aug. *, 2015 for 5 hours for a total of $784.00. She is correct, unfortunately, the bus was not functioning to its fullest potential, but we...

did get her and her party to her destination at the Sea Fire Grill in New York City. She complained about the radio going on and off and the Air conditioner not being as cold as it should be, but that was because of the problem that was happening with the bus. The driver pulled over to see if he could rectify the problem and called Dispatch immediately. The driver did his best to work with the panel in the front of the bus. We have to make sure that the drivers do things correctly for the safety of him and our customers. Dispatch was on the phone trying to rectify the problem and find another bus that was available to pick them back up. In the meantime, I called the driver and told him to immediately refund [redacted] half of her payment of $392.00. [redacted] was correct by saying that she and her group were complaining. They complained to the extreme that it was difficult for the driver and dispatch to do their job. Which unfortunately led the driver becoming extremely frustrated and impatient and rude; which we do not condone and he has been released from working with us since it was his third and final warning. With my extreme disappointment, the second bus that Dispatch got to pick them up, broke down as well. I was horrified! Dispatch was able to call another company and send a sprinter van to pick them up. She made it sound like we stranded her and told her to find her own way; we would never do that to our customer. They charged her $250.00. The following Monday, [redacted] called Julie, the Manager. Julie promised to speak with me again to express [redacted]'s disappointment, which she did. [redacted] also made it sound like she only called Julie 3x, but it was NUMERO US times and she was VERY unpleasant to her, but Julie understood that she was upset and was never unprofessional to her. Julie does not make the decisions on what to refund customers, I do, so to say that Julie decided not to refund her anything is a false statement. Julie tried explaining to her that she had no authority to make those decisions. She came to me to express that the customer was not happy with her refund because she paid $250 for 12 people to get home, which came out to $20 per person; so I decided to meet her in the middle and give back an additional $125. This was not good enough for [redacted] and she threatened Julie that as soon as she was to receive the $125, she was going to write to the Revdex.com to complain; which she did; and smear our name all over the internet which is Slander and Tortious Interference. I was in the office and heard the conversation between [redacted] and Julie. Julie put her on speaker so I could hear her tone and threats. I informed Julie to tell her if she had intentions to do that after she received more money from us; I would not be making that refund. We went above and beyond to do the best of our ability when the vehicles broke down. We were very apologetic, Dispatch was on the phone for hours to find her another bus, Julie tried to appease her and I was willing to refund her $517.00 out of $784.00 that she paid and she was still argumentative and threatening. We try to do everything in our power to keep our customers safe and happy. What is a business without customers? There is no satisfying some customers and I cannot be taken advantage of.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Your Answer Here]
 
Good morning,
The response received was NOT Accurate. In regards to the AC being cold enough, it was Hot blowing out. The driver was completely rude and disregarded our complaints. Finally he pulled over and finally understood what we were saying and apologized. We accepted there wasn't anything we could do and continued to our destination. The company is correct when they stated they returned $392. What's inaccurate was the driver told us we have the money and we need to find a way home. He told us we should pull over and take a couple of taxis. It wasn't until later towards us standing outside with tow trucks taking the other two buses that broke down did the driver decide to call a company to get us. The whole time we were asking to speak to his manager and he said that the manager answered and told them to give us half and after that, he wasn't answering his phone and we were instructed to call Julie the next day. It's unfortunate that Ronny( I believe that's the drivers name) was fired. He was understandably frustrated and so were we. The only ppl at fault here should be this company. 
In reference to the numerous calls, I called Julie a couple times and each time I expressed how dissatisfied I was. Our conversations were respectful until she decided to hang up on me but not before saying I'll see you in court. It got to that point because she promised that she would give us $125. I expressed that that didn't cover much because we used 250 out of the $392 we received and we were only on the bus for about an hour or so. She decided that she didn't like my response but I didn't know that. So weeks later I called her regulating the check and that's when she stated that her company decided not to send it because they felt I was going to slander their name, etc. it's obvious that I didn't and just reached out to the Revdex.com. Till this day it bothers me because what was suppose to be a special day for my mother ended in such a disaster. 
The company stated that they offered $517. If that was the case, we would not be going back and forth with the Revdex.com. I would of been satisfied and would of been able to return the other patrons with the money collected. Instead, I had to pay out of pocket with humiliation for the reimbursement. If anyone was taken advantage of, it was myself and my family. 
This company should of done the right thing. I tried to no avail and that's why I am writing you. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Review: Hello,

I'm writing this letter to express my extreme dissatisfaction with Metro Limousine Service. I rented a party bus by this company that was fully paid for, and scheduled to provide the proper service on August *, 2015 from 7 pm 12 am.

The party bus arrived at my home at the scheduled time to take my family and I out on the town to celebrate my mothers 60th birthday. Approximately 15-20 minutes into the bus ride we began experiencing issues wish the bus. The first thing we made the driver aware of was that the music player was not fully functioning. Every time we went over a minor bump in the road it would shut off. After several attempts of requesting the driver to pull over and rectify the situation, he finally took a look. After realizing that the system was not working he suggested two things: 1. To continue resetting the system from a panel in the front of the vehicle and 2. requesting that a new bus be sent.

We also notified the driver that the AC was not working at its maximum capacity. Many of the guests expressed extreme dissatisfaction, and complained of being hot. We also notified the driver of that, and he explained there wasn't anything he could do until we got a new bus.

At the arrival of our destination, the bus completely broke down. We were not able to get outside of the bus for about 5 minutes. Which was another annoyance and made us a few minutes late for our dinner reservations.

I would like to note that during this experience the drivers attitude and tone was extremely unprofessional. There was a poor level of customer service on his end, and we were unhappy regarding his mannerisms when we brought forth our requests.

After dinner the new bus arrived. We were eager to continue our night, but was met with another disappointment. That bus also broke down, and was not functioning. The company had no clear resolution protocol, and therefore we were stranded. After and hour or two of trying to determine a next step and even involving the police, we were told we had to find our way home. Between the driver and the company's protocol we were EXTREMELY DISGUSTED with the level of service. This was a special occasion and this company did not care at all to find a solution.

After waiting almost 2 hours outside on the corner late at night , the bus driver finally contacted a company to get a sprinter bus to take the remaining party of people home. The cost was $250 which came out of the returned payment of $392 (which was half of the total amount). We paid for our ride home, which again is totally unacceptable.

The following Monday I called the company and spoke to Julie ( a Manager) and explained the entire situation. She mentioned that she would look into it, and provide a solution. After a week of not hearing back, I called her and she mentioned that they would only give $125 back, which I was not happy with. During the next week or so after speaking to Julie, I was looking into other options to express the poor handling of the situation. Another week goes by and I called her back and she mentioned that she decided to not give anything back because she assumed I would report her company. That decision made by her was made off an assumption that is irrelevant whether further action would be taken or not. I then told her I would take her to court and she told me "see you in court" and hung up the phone.

I've never been disrespected in my life to this magnitude. My family and I experienced a terrible ordeal due to their companies poor experience, and I was left to deal with insults and lack of retribution. My Mother was left with the horrible memory of her 60th "Surprise Birthday Celebration"

I basically payed for 5 hours and was only on the party bus for almost an hour.

The total cost was $784. The driver gave back $392 because of the second bus that broke down and we used $250 of the $392. Basically, $142 was all we received PLUS the negative and horrible service of Julie and the Company!!Desired Settlement: I would like to receive a refund because of the horrible night that was had.

Business

Response:

Dear Sirs. [redacted] rented a party bus from us on Aug. *, 2015 for 5 hours for a total of $784.00. She is correct, unfortunately, the bus was not functioning to its fullest potential, but we did get her and her party to her destination at the Sea Fire Grill in New York City. She complained about the radio going on and off and the Air conditioner not being as cold as it should be, but that was because of the problem that was happening with the bus. The driver pulled over to see if he could rectify the problem and called Dispatch immediately. The driver did his best to work with the panel in the front of the bus. We have to make sure that the drivers do things correctly for the safety of him and our customers. Dispatch was on the phone trying to rectify the problem and find another bus that was available to pick them back up. In the meantime, I called the driver and told him to immediately refund [redacted] half of her payment of $392.00. [redacted] was correct by saying that she and her group were complaining. They complained to the extreme that it was difficult for the driver and dispatch to do their job. Which unfortunately led the driver becoming extremely frustrated and impatient and rude; which we do not condone and he has been released from working with us since it was his third and final warning. With my extreme disappointment, the second bus that Dispatch got to pick them up, broke down as well. I was horrified! Dispatch was able to call another company and send a sprinter van to pick them up. She made it sound like we stranded her and told her to find her own way; we would never do that to our customer. They charged her $250.00. The following Monday, [redacted] called Julie, the Manager. Julie promised to speak with me again to express [redacted]'s disappointment, which she did. [redacted] also made it sound like she only called Julie 3x, but it was NUMERO US times and she was VERY unpleasant to her, but Julie understood that she was upset and was never unprofessional to her. Julie does not make the decisions on what to refund customers, I do, so to say that Julie decided not to refund her anything is a false statement. Julie tried explaining to her that she had no authority to make those decisions. She came to me to express that the customer was not happy with her refund because she paid $250 for 12 people to get home, which came out to $20 per person; so I decided to meet her in the middle and give back an additional $125. This was not good enough for [redacted] and she threatened Julie that as soon as she was to receive the $125, she was going to write to the Revdex.com to complain; which she did; and smear our name all over the internet which is Slander and Tortious Interference. I was in the office and heard the conversation between [redacted] and Julie. Julie put her on speaker so I could hear her tone and threats. I informed Julie to tell her if she had intentions to do that after she received more money from us; I would not be making that refund. We went above and beyond to do the best of our ability when the vehicles broke down. We were very apologetic, Dispatch was on the phone for hours to find her another bus, Julie tried to appease her and I was willing to refund her $517.00 out of $784.00 that she paid and she was still argumentative and threatening. We try to do everything in our power to keep our customers safe and happy. What is a business without customers? There is no satisfying some customers and I cannot be taken advantage of.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: [Your Answer Here] Good morning,The response received was NOT Accurate. In regards to the AC being cold enough, it was Hot blowing out. The driver was completely rude and disregarded our complaints. Finally he pulled over and finally understood what we were saying and apologized. We accepted there wasn't anything we could do and continued to our destination. The company is correct when they stated they returned $392. What's inaccurate was the driver told us we have the money and we need to find a way home. He told us we should pull over and take a couple of taxis. It wasn't until later towards us standing outside with tow trucks taking the other two buses that broke down did the driver decide to call a company to get us. The whole time we were asking to speak to his manager and he said that the manager answered and told them to give us half and after that, he wasn't answering his phone and we were instructed to call Julie the next day. It's unfortunate that Ronny( I believe that's the drivers name) was fired. He was understandably frustrated and so were we. The only ppl at fault here should be this company. In reference to the numerous calls, I called Julie a couple times and each time I expressed how dissatisfied I was. Our conversations were respectful until she decided to hang up on me but not before saying I'll see you in court. It got to that point because she promised that she would give us $125. I expressed that that didn't cover much because we used 250 out of the $392 we received and we were only on the bus for about an hour or so. She decided that she didn't like my response but I didn't know that. So weeks later I called her regulating the check and that's when she stated that her company decided not to send it because they felt I was going to slander their name, etc. it's obvious that I didn't and just reached out to the Revdex.com. Till this day it bothers me because what was suppose to be a special day for my mother ended in such a disaster. The company stated that they offered $517. If that was the case, we would not be going back and forth with the Revdex.com. I would of been satisfied and would of been able to return the other patrons with the money collected. Instead, I had to pay out of pocket with humiliation for the reimbursement. If anyone was taken advantage of, it was myself and my family. This company should of done the right thing. I tried to no avail and that's why I am writing you. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

Dear Sirs, I am at a loss for words since I have stated that we did everything in our power to help this customer. She is stating that our information is NOT accurate, but unfortunately her information is NOT accurate. This letter states to answer her question and I would love to, but she did not ask a question, she just complained again that we are not telling the truth and we absolutely are. She keeps mentioning that we did nothing to help her. If that were true, how did she get home? Dispatch was on the phone hours trying to find transportation companies to pick her up. She mentioned that the driver was rude, that I believe was true and although we instill to our drivers that they must be patient and professional, the Driver said that he couldn't take them yelling at him anymore and that the customers were verbally abusing him. He is terminated and we are sorry for that, but that was based on the fact that Ronnie did lose his temper more than once and this wasn't the first complaint about him. It is untrue that he said "find your way home" when dispatch was on the phone for hours trying to find a company to pick them up when they were in the restaurant celebrating her Mother's Birthday. She isn't mentioning that at all. We did return HALF of her money because we couldn't take them home, but we did take her to her destination. She keeps mentioning that it's Julie's fault for not returning more money; it is not Julie's responsibility to make decisions about refunding money, it's mine, the owner. Julie was as patient as she could be, but [redacted] called NUMEROUS times, many of which I was either in the office and if I wasn't, she called me to inform that she received yet another call from [redacted]. I instructed Julie to let her know that I would refund her an additional $125. In one line, she says that when Julie told her that the owner would refund an additional $125, she "expressed that it didn't cover much" - that is a lie! I heard her myself on speaker phone, she was irate, said that it still wasn't enough and she wanted a FULL REFUND and if she did not get it, she threatened us that she was going to write a complaint letter to the Revdex.com; which she obviously did; smear our name all over the internet along with everyone else in the vehicle doing the same; sue us and take us to court; that was when Julie said, "Ok, then we will see you in court". What else could she say when someone threatens us as she did? Then she states, "The company stated the they offered $517 (which she admits we did) , if that was the case, we would not be going back and forth with the Revdex.com". WE DID offer her that, but why would I refund a customer that additional $125 after she made it clear it wasn't enough AND threatened to sue us for the rest?? If she accepted the additional $125 and didn't make those threats, we wouldn't be wasting the Revdex.com's time. Her letter is very contradicting. What about my company? Yes, embarrassingly enough, our bus did go down, and the second one too, which in all the years I have been in business has never happened to me, we have extended our deepest apologies and being embarrassed that this happened is an understatement. How come getting her to her destination, and dispatch spending hours on the phone finding a company that was available to pick them up and take them home is not recognized. I refunded half her money so she could pay them, which was less than what I refunded. She stated Ronnie, the driver told her that she could not speak with Dispatch; that is true because Dispatch was on the phone calling transportation companies to pick them up. We did not leave her stranded to find her own way home. We offered her an additional $125 on top of the $392 that she received immediately, and that was not good enough. She was going from one destination back home.The last thing we wanted was to ruin her Mother's special birthday. We have many repeat customers and try to do the right thing for all our customers. Obviously, unless we refund every dime to [redacted], she was not going to be happy. This is very unfair to us and this customer is trying to take advantage of our company. I take pride in my company and do feel that we did everything in our power to do the right thing.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I've read the company's response and they are painting me out to be this horrible person. If the owner was there when Julie and I spoke, why not speak with your customer. Instead Julie said you weren't there and to take a message. All those things you stated were untrue. That's not my character. You stated I said I would smear your company's name on the Internet and your sites. There's not one complaint or bad reviews on any of your sites. Promising a customer a refund then going back on your word because of a hunch is unprofessional. If you or Julie were interested in solving this matter, we wouldn't be here. My family and I trusted your company for an enjoyable, memorable night and got the total opposite. If you were the customer, you would understand but your not! In your party bus, there was no AC, a non functioning radio and a rude driver. Not to mention getting stuck in your party bus then finishing dinner to realized the new bus also broke down and that still was not enough for you to refund our money? Then waiting outside for hours until your driver called a van to pick us up. He wasn't calling cabs for us all night. He was calling you and tow trucks to pick up the two broken down party buses. The money your driver gave back to us had to be used for a tight crowded van to our House. Neither you nor Julie cared about our ordeal and that's why we are here. It's not fair what your business has done to my family and myself. We used your party bus for an hour Sir and I'd like a refund. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had reserve the company Limousine service for August ** for 4 hours in the evening. An Hour and half into their service the limo we were on was having technical issues. The limo was given a jump start by a car at the beach ([redacted]). The limo was working for another 10 minutes after that and it went into failure the driver had to pull the limousine over to the road side on the [redacted] state parkway full with teenagers and a younger child. The driver called for another vehicle to come pick them up. It took about an hour and half for the another vehicle to come pick the kids up. The driver than ask for directions to a certain St ( [redacted]). He claimed he knew the way to the establishment where the party was. As soon as My older Daughter took him there she than notice he was heading in an odd way since he took I495 heading west. The establishment were the party was been held was off [redacted] in [redacted] completely in the opposite way he was heading. My 22 year old daughter pull up with her car next to the driver who had turned around and was now heading East on I495 and ask if he actually knew where he was going he than said "yes I made a wrong turn" they than proceed to drive again on the service road. The driver got back on the I495 heading east he got off at exit 55 and than went down the road and made another turn to head back on the service road heading to I495 my daughter pull over and got out the car in the rain and ask him one more time if he knew where he was going he said he was lost. She ask why did you not use a GPS he said he did not have one. She head to speak to the teens to ask for the address of the place and to borrow a cell phone. When she went back to the the driver had pull out a GPS out. She was very upset since they had been driving around lost for almost half an hour. The teens, kid and adult in the limo arrived an hour and 12 minutes late to the party losing an hour of rent space. I than called the Limousine service on a week day I was told the [redacted] was not their and I had to speak to her in order to get refund. My spouse also made a call to the company. We continue this until I spoke with the [redacted] she said she was do an investigation and I was gonna hear from them in a matter of couple days. Over a week past without any news. I called again I was explaining my aggravation. The [redacted] said she needed more time I asked how long more since it has up to date been 18 days and nothing has been done. She hung up on me and did not resolve anything.Desired Settlement: I paid cash to the company for their service the day of the party before they provided with the service just as the company had ask for. I paid for a service that was incomplete and lost me an hour of rental space of the establishment I had rented to celebrate my daughter sweet 15 celebration.