We had reserved the Bentley limo for pick up / drop off to and from the airport The limo picked us up on time and when we got in the limo it was so disgustingly dirty you didn't want to touch anything The carpet was dirty and hadn't been swept in some time The headliner was black in spots from dirt The carpeted upholstery was ripped and torn This was NOT what we had in mind when booking this limo service! I have never seen a limo in disrepair like this one and still in service! When our flight arrived we were about an hour late due to a delay there was no one there to pick us up so we had to call and was informed that the limo was on another run and they would send one of the jags to get us Ok we were late due to a delay I can deal with that The jag that came and got us was straight out of The headliner was falling down and a dowel rod had been placed over it to keep it from hitting your head The ONE and ONLY good thing about our experience was that our driver was polite and professional
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[As before, Bella Stella responds with fabrications and lies. Obviously, we disagree about who made the initial error. As stated before, I shared that my daughter's flight was at 5:10p and asked for a recommendation for a pickup time. When their operator didn't respond (he sounded distracted), I suggested 3:00p to be safe. I believe the distracted operator wrote down the 5:10p flight time. Their mistake.Their contention that they called when her return flight arrived is completely false. We never had a second conversation about transportation after they failed to arrive on time to bring her TO the airport. When Bella Stella was a no show on the first leg of the reservation, I called them to find out where they were. At that time, I told them to cancel the entire reservation including the return leg. The 2nd conversation that they say that they had with me about my daughter's return trip to ISU is a complete fabrication. If they can produce a phone record proving that, I will eat my words.Furthermore, Bella Stella's contention that I tried to get a third reservation for free is ridiculous. They were obviously unreliable and unethical. After they failed to bring my daughter to the airport and were unapologetic about it, why would I EVER do business with them again?This is not a case of me, a single customer, trying to bully Bella Stella. I have stated nothing but facts that can be supported by evidence. (I've included their forged receipt here.) My claims and timelines have remained consistent with every recounting while Bella Stella's have changed numerous times. In the end, my credit card company was able to recover the full unauthorized charges. I just wish Bella Stella would stop with their lies.
Regards,
[redacted]
This is a very simple issue of a customer making reservations and 1. providing wrong information and 2. not following-up on their word.Mr. [redacted] gave Bella Stella Limo the wrong time to pick-up his daughter in Terre Haute. We already had a vehicle in Terre Haute or on the way there which...
earned a 100% cancellation fee as published in our state filed tariff and everywhere else our rules and regulations are published. This is also common practice in our industry. The second issue here is the fact that his daughter would need a return trip back to ISU upon her return. He left that reservation in place. When she didn't show up for the return trip, we called him from the airport only to be told she would be in on a different date. At this point we earned the fees for the two trips and he was upset we wouldn't make a third reservation for free.As for the credit card processing and slanderous claim of forging his signature, cardholders credit card companies never contact merchants, they go through the merchants' processor. We never spoke with his credit card company nor provided signed/forged documents. Our credit card company has set us up as a non-signature merchant since almost 100% of our transactions are over the telephone or via encrypted secure electronic transmission. Since the transaction was initially run as an electronic/telephonic transaction, it would be foolish, at least, for us to lie about having his signature.I sincerely hope this puts an end to this endless attempt at bullying us into taking a loss on his errors.Sincerely,[redacted], VP OperationsBella Stella Limo
We had reserved the Bentley limo for pick up / drop off to and from the airport The limo picked us up on time and when we got in the limo it was so disgustingly dirty you didn't want to touch anything The carpet was dirty and hadn't been swept in some time The headliner was black in spots from dirt The carpeted upholstery was ripped and torn This was NOT what we had in mind when booking this limo service! I have never seen a limo in disrepair like this one and still in service! When our flight arrived we were about an hour late due to a delay there was no one there to pick us up so we had to call and was informed that the limo was on another run and they would send one of the jags to get us Ok we were late due to a delay I can deal with that The jag that came and got us was straight out of The headliner was falling down and a dowel rod had been placed over it to keep it from hitting your head The ONE and ONLY good thing about our experience was that our driver was polite and professional
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[As before, Bella Stella responds with fabrications and lies. Obviously, we disagree about who made the initial error. As stated before, I shared that my daughter's flight was at 5:10p and asked for a recommendation for a pickup time. When their operator didn't respond (he sounded distracted), I suggested 3:00p to be safe. I believe the distracted operator wrote down the 5:10p flight time. Their mistake.Their contention that they called when her return flight arrived is completely false. We never had a second conversation about transportation after they failed to arrive on time to bring her TO the airport. When Bella Stella was a no show on the first leg of the reservation, I called them to find out where they were. At that time, I told them to cancel the entire reservation including the return leg. The 2nd conversation that they say that they had with me about my daughter's return trip to ISU is a complete fabrication. If they can produce a phone record proving that, I will eat my words.Furthermore, Bella Stella's contention that I tried to get a third reservation for free is ridiculous. They were obviously unreliable and unethical. After they failed to bring my daughter to the airport and were unapologetic about it, why would I EVER do business with them again?This is not a case of me, a single customer, trying to bully Bella Stella. I have stated nothing but facts that can be supported by evidence. (I've included their forged receipt here.) My claims and timelines have remained consistent with every recounting while Bella Stella's have changed numerous times. In the end, my credit card company was able to recover the full unauthorized charges. I just wish Bella Stella would stop with their lies.
Regards,
[redacted]
This is a very simple issue of a customer making reservations and 1. providing wrong information and 2. not following-up on their word.Mr. [redacted] gave Bella Stella Limo the wrong time to pick-up his daughter in Terre Haute. We already had a vehicle in Terre Haute or on the way there which...
earned a 100% cancellation fee as published in our state filed tariff and everywhere else our rules and regulations are published. This is also common practice in our industry. The second issue here is the fact that his daughter would need a return trip back to ISU upon her return. He left that reservation in place. When she didn't show up for the return trip, we called him from the airport only to be told she would be in on a different date. At this point we earned the fees for the two trips and he was upset we wouldn't make a third reservation for free.As for the credit card processing and slanderous claim of forging his signature, cardholders credit card companies never contact merchants, they go through the merchants' processor. We never spoke with his credit card company nor provided signed/forged documents. Our credit card company has set us up as a non-signature merchant since almost 100% of our transactions are over the telephone or via encrypted secure electronic transmission. Since the transaction was initially run as an electronic/telephonic transaction, it would be foolish, at least, for us to lie about having his signature.I sincerely hope this puts an end to this endless attempt at bullying us into taking a loss on his errors.Sincerely,[redacted], VP OperationsBella Stella Limo