Misty Thunder Limo

To Whom It May Concern:In regards to complaint ID # [redacted] , I am addressing complaints the customer has reported occurred on November 14, At the time of pickup the customer called stating she had ordered one of our fleet's party buses rather than the passenger SUV that had arrived I assured the customer that the vehicle that arrived was in fact the agreed upon size vehicle, and asked the customer to review her contract The customer agreed that the contract stated the order was for a stretch SUV, and the issue was resolved The customer and her party departed for their event.Later that evening the customer contacted me to ask of any items were forgotten in the vehicle At that point I had not been told by the driver if any items were found, and it is our practice that the driver inspect the entire vehicle upon return to our garage, and the cleaner also inspect for any items when he arrives to clean the vehicle If any items are found I must be made aware of their existence and locked into a glass case until the owner be contacted Upon numerous inspections of the vehicle, the items in questions were not discovered, as I had stated to the customer As far as the customer's complaints against the driver; The driver involved has been in the limousine business for over years and has worked for many of the major companies in the area He is also very active in his church and his background check is impeccable I cannot apologize for another person's opinion of him, although I have no doubts about his character, and have never before received complaints in regards to his serviceUpon booking the customer stated that she purchased the Vino Pass, which is a $coupon booklet for the Niagara Wine Trail that features a coupon for our company offering a free hour of service On the day of the event the customer stated that she did not have the pass but asked that we honor the free hour of service which is a $value, and as a good faith gesture for the previous miscommunication in regards to the vehicle size I honored her request.In summary, after being in business for over years, an active member of the National Limousine Association, The Upstate Limousine, Bus, and Taxi Association and various other business and charitable organizations we want the best for our customers and will do what is fair and reasonable This is why we provided the customer a free hour of service on the date of service

To Whom It May Concern:In regards to complaint ID # [redacted], I am addressing complaints the customer has reported occurred on November 14, 2015.  At the time of pickup the customer called stating she had ordered one of our fleet's party buses rather than the 14 passenger SUV that had...

arrived.  I assured the customer that the vehicle that arrived was in fact the agreed upon size vehicle, and asked the customer to review her contract.  The customer agreed that the contract stated the order was for a stretch SUV, and the issue was resolved.  The customer and her party departed for their event.Later that evening the customer contacted me to ask of any items were forgotten in the vehicle.  At that point I had not been told by the driver if any items were found, and it is our practice that the driver inspect the entire vehicle upon return to our garage, and the cleaner also inspect for any items when he arrives to clean the vehicle.  If any items are found I must be made aware of their existence and locked into a glass case until the owner be contacted.  Upon numerous inspections of the vehicle, the items in questions were not discovered, as I had stated to the customer.  As far as the customer's complaints against the driver; The driver involved has been in the limousine business for over 20 years and has worked for many of the major companies in the area.  He is also very active in his church and his background check is impeccable.  I cannot apologize for another person's opinion of him, although  I have no doubts about his character, and have never before received complaints in regards to his service. Upon booking the customer stated that she purchased the Vino Pass, which is a $30 coupon booklet for the Niagara Wine Trail that features a coupon for our company offering a free hour of service.  On the day of the event the customer stated that she did not have the pass but asked that we honor the free hour of service which is a $100 value, and as a good faith gesture for the previous miscommunication in regards to the vehicle size I honored her request.In summary, after being in business for over 30 years, an active member of the National Limousine Association, The Upstate Limousine, Bus, and Taxi Association and various other business and charitable organizations we want the best for our customers and will do what is fair and reasonable.  This is why we provided the customer a free hour of service on the date of service.