Pools & Spas by Mike

Complaint: [redacted] I am rejecting this response because: The owner of the company has yet to email all necessary information to meFirst, I was never explained the situation, rather different members of my fraternity, who still had trouble explaining it to me, hence the reasoning of asking for an additional explanationThe owner of the company is falsifying information as I still have yet to received a receipt of additional charges, an explanation of those chargers, nor a copy of the contract terms when we boarded the bus (however we were are of the contract terms, something it seems like you aren’t completely aware of yourself I obviously am not being held to the terms of the contract because as you say, the sanitation fee for each bus is $therefore a total of $not the I was charged I wouldn’t be making these assumptions if you had given me the time of day and explained the charges to me You and your company’s business ethics are extremely flawed and I highly recommend taking a class on business ethics, as I think you may benefit from oneHere is a recommendation [redacted] I will not be recommending your company to any other fraternity at our school because of your poor business ethics and decisions Sincerely, [redacted] ***

We do not agree to the complaint and as discussed we only offer 20% refund

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

In our terms and conditions we have the right to exchange or up grade a limo do to mechanical issuesSunset Limousine has never denied the car in question broke downThe manager on duty that night made a choice to assist the client in getting them a vehicle of equal valueThis did not go over well and turn into a contest of wordsThe driver and the car was brought back to the shop and repaired for its runs the following dayThe owner had never been contacted and the managers had enough of the behavior with the clientClient filed a chargeback with the finacial institutionSunset provided documentation of teh terms and contditions of what was sent to the client via emailIn the terms it states "will only be responsible for making up time at nutually agreed date"Sunset Limousine tried thebest to resolve the issue and wanted to satisfy the customer, however behavior became a issue and the Financial institution sided with the business and did not return the moneyThings go wrong and there is a way to conduct and fix the issuesIt does not become a open door of threats and degrading commentsThe business and its staff still has the right to be treated in a certian mannerIf the attitude was not going to change then the business was not going to be interested in breaking with its policy's that the client was emailedFive months have gone by and the client is now complaining to the Revdex.com in hopes that the business will change its positionIf the client is willing to apologise to the driver of the remarks made, contact the office member and apologise to her, and the manager on the night in question there could be a chance to start overNot a promise to, however would listen in a calm manner

Client filled a dispute with the credit card companyInformation provided to loss pervention was provided to the card carrier as seen here in the attachmentThe manager that was scheduled that night is no longer working for the companyThe chargeback filed with the carrier was won based on the information provided and being months later the manager is not here to rebutal the claim. Speaking with the credit card processing company the claim was they did not get get the vehicle promisedThe answer was filed on that premissWe apologise for the vehicle breakdown however being months now we are not able to refund the money

This matter is being resolvedOur company made a error and do not have a explination on how we made the mistakeThe best we can do is still apply the credit to her credit cardClient was left a voice mail on 9/6/on how we can resolve the matterSunset Luxury Limousine is at fault and terribly
sorry she has waited paitently this long for this to be done

Initial Business Response /* (1000, 6, 2015/09/29) */
Sunset Luxury Limousine has a policy to treat all its clients with the utmost regardSunset Luxury Limousine policy concerning break downs is to offer refunds or gift certificates per our Terms and Conditions found on our websiteThis client
was hostile and belligerentThe husband made threats of violence and even threatened the mechanics wife and the third party mechanic over getting a receiptThe Client received a receipt when they had booked the charter with Sunset Luxury Limousine on July 22nd, So to idol threaten to take a refund by physical force was unnecessary and intimidated the chauffeur who is a female with children herselfThe client here likes to embellish the story and attack a business in hope her threats will cause the business to change its policyAs we mentioned on all her complaints and in emails, had she been more mature and professional we would have offered her a free do over or gift certificateInstead her immaturity has risen and her story is embellished from one social media to the nextSunset Luxury Limousine does not deal with hostile clients even if they were right in the first placeThis client went from being in the right to being in the wrong with fabrications of the staff and the owner of the businessWe look forward to never receiving business from her and her friendsAs they say birds of a feather flock togetherWe will not offer any sort of refund to a unprofessional client for the behavior they had demonstratedWe also will not offer a refund simply because a review on Yelp, Google, or FacebookFurthermore coming to Revdex.com and painting a one sider story excusing themselves from any misbehavior will also resort in a refund not being offeredThis individual has gone out of their way to disparage a business and place libel content on social media and Revdex.com in hopes they can take a situation and twist it into something bigger than it wasSunset Luxury Limousine stands behind it decision to not offer anything and we mean anything to this individualThe only thing we will be offering is a letter from our attorney
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband was not hostile or belligerentWe asked for over minutes for a receipt we paid cashAny company with any sort of brains would offer a receipt to clientsStory is not embellishedIt is in fact trueI find it odd that this company replies to all complaints or negative reviews of the company with the very same reason: "client was hostile." How is it possible that one company does business with so many hostile customers? It is my absolute right to share my feedback and experience with this companyWriting a review is not illegal, nor did any of my reviews contain "libel content on social media and Revdex.com."
Company owner is dilusionalHis emails to me are completely uncalled forI stand by my word to never do business with this company again
Final Business Response /* (4000, 10, 2015/10/01) */
Yes your husband was hostile and belligerentYour husband forcibly took a personal cell phone out of woman's handOver a receipt that you were demandingAnyone with a "Brain" as you would say would know that at 10PM at night a driver cannot produce a receipt out of thin airOur office was closed and you and your husband were told to contact our office during business hoursYou refused and lost your "Brains" as you would say
Your story is embellished and not truthfulWe have GPS on all our vehicles that monitor the location with a time stamp at each locationYou were not in a alley in a strip mallYou were near Park Meadows MallTo represent that you were in harms way is a lieYou were in the city of Lone Tree and CentennialYour perception to the public view is and you did this to make it seem like the situation was worse than it wasThis is "EMBELLISHING" or "LIBEL"
You find it weird that we replay to most our complaints as the "Client was Hostile" that's because 90% of the time clients react with violence and anger and is trueMost of time the clients are under the influence and don't remember possibly the same condition you were inAlso the stories are slanted and only one perception
You don't have a right to go on a public platform a defame a individual or character of anyoneThe first amendment does not have this in itYour right as you say allows you to speak with true statements that do not defame others in the public eyeYou feel your entitled to speak out because you were wrongThe owner started early morning Sunday in hopes to fix the problemIt was your childish and threatening emails that changed the tone of the company to fix this issueNow you have taken it to a level that we don't care to fix itThe Revdex.com are not the police and don't have any position in what we need to do to correct the issueHad you acted in a proper form we would have bent over backwards to assist youBut your character is less than slimy salesman and that's being polite
In closing Sunset Luxury Limousine does not work with individuals that lie or try to exploit ones reputation in order to extort a refundYou have left out critical points on all your blogs and complaints to make you look like a victimNot once have you ever apologized on how you treated a woman driverShe was a innocent bystander and nothing she did was harmful to youShe was very hospitable to you and felt your concern as she is a mother of children alsoin your since of entitlement and thinking your social status is above others you never thought how your actions had effected herWe stand behind our staff as much as we stand behind our clients and when a person acts like you we rather deal with your nonsense then fix the problem or make it betterAnd until you and your husband have the courage to even apologize to her we will have no interest to deal with people who put themselves on a pedestal

We do not agree with the complainant for the refund amountFurther we do not agree that the complainant has the right to facilitate our standards on company policy concerning refunds or adjustmentsOr tell a business how they need to stay in the good graces of the charityThe client has an obligation to check over the signed documentation and confirm with their driver that everything is correct before signing the contractThe client failed this and needs to take some form of responsibility for the lack of not communicating to the driverThe claimant has not tried to resolve the issue as he claimsWaiting over six months to follow up on such an issue does not seem like he was trying too hardWe deal with circumstances on each charter and drivers and clients communicate non-stop to ensure things continue as planWe are only willing to over 20% credit since the claimant refused to accept the gift card we had originally offered to their organizationInstead of accepting the Gift card for the full amount that could be used again or donated to a fund raiser as discussed the claimant was more persistent in getting CASH to the charity The client used the services to the fullest extent and could have assisted the driver when they noticed things were not correctThe complainants lack of follow through appears six months later in an attempt to hustle the business by a Revdex.com complaintThe complainant could have taken the gift certificate or the refund offered to them, however chose to want more than the business had to offer them in the final conversationsIf the claimant would like to settle this Sunset Luxury is only willing to offer 20% refund

Sunset Luxury Limousine had attempted to resolve this issue with the consumerThe first call was based on the passenger in the limousine was dropped off a hour earlySunset Luxury Limousine has GPS systems on it entire fleet and she was informed by personnel that we would have to contact her back
and research her complaintThe driver on this charter is very reputable and has never once received a complaint from her from previous customersWhen the driver was contacted she said the birthday girl and the photographer said they had to be at the venue by 5PMThe driver followed the directions of not just the birthday girls who is a minor, but the Photographer who is over and had the itinerary so the driver followed what was creditable informationOnce this information was given back to the complainant her story turned to the Auxiliary cord not working and that the complaint who was not in the car the entire intention was to rent the car so the birthday girl could blast their musicWhen we informed the individual making the complaint that we do not permit blasting of the music to protect the stereo equipment from being damagedShe sent a threatening emailThe email consisted of threat of attorney and Revdex.com complaintSSL responded to the complaint informing her that by going to the Revdex.com we were not going to offer a refund since SSL was not irresponsible in any form and services had been given to her as ordered by the client and since she spoke to a lawyer we could no longer speak to her unless she sent a letter stating she did not have legal representationThe following day the complaint called and spoke to a different individual who was not aware of the situation and told him to "*** *** Complainant was also instructed that we do not provide aux cords and it must be provided by the customerSunset Luxury Limousine inspected the limo after received the complaint from the individual who again was not in the carThe equipment worked fine and has worked fine with other consumers after her rentalWe had a third party inspect the stereo she claimed was not working and they could not find a issue of the stereo either At that time we felt that Sunset Luxury Limousine had did nothing wrong and fulfilled its obligation to the client

Thank you for your responseWe do not agree and that's fineWe will not offer you a refund for your lack of responsible behaviorYour offended cause your brothers can not be truthful cause one of them vomited in the limoThat's fine however your driver had to clean up after your brothers and their girlfriends because you can not be responsible or respectable clientsI know you think we owe you something or you feel entitled to damage someone's asset simply cause you rented itYou lack respect for other clients that rent from us by your selfish and careless attitudeYou may make the world of *** go round, but outside of *** there are thousands of clients that will respect other people's property and we can give them the service you abusedThank you for the tip, there's a real world outside the classroom at **

Again the Red Carpet is the responsibility of the driverThe company did not fail on thisThe client did not pay the driver for his services that were not rendardThe client recieved the limo they requested, used the Limousine for the remaining time framePer all agreements and our terms and conditions that can be scene at ***Sunset Luxury Limousine has been professional about this matter and had a agreement with the client for making up for the servicesThe Owner has not ignored the client at allThe owner has hired staff to solve these issues at the best interest of the companyThe client did not have a problem using the services to the fullest extent and if they are wanting a limousine refund we will give it them at our cost of the hour rental or the minutes we were late. The client made an agreement with us orignally and was satisfied and no is having buyers remorse and trying to quilt the business into a bigger refund than the $and agreed uponThe client in the eyes of the business is not entitled to the refund they are requesting after using 90% of the service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/07/13) */
Good After noon *** ***, Thank you for contacting the Revdex.com as they are a great place for two entities with differences to resolve their issuesWe have apologized for the inconvenience for that dayAs you mentioned there was a car accident
on the highway that delayed your shuttle busAs you mentioned we were in contact with you since the time we were made aware of the accident and hindered our ability to be on timeYou state that the bus had smelled like marijuana which is probably true, but we do not infringe on other passengers *** or belief just like we do not attack your rights or beliefsYou then go on to state the driver made the wrong turn cause he was not familiar with the areaOur drivers are not familiar with every mile of Colorado and they are to use the GPS systemsNow these were both human errors and mistakes can happen that's what makes us humanIn your calls to us we informed you that we would only address the issue of being late which was a act GOD and there was absolutely nothing Sunset Limousine could do it was in the hands of CDOT and the government supersedes our ability to operateYou state you made four phone calls that management have not answered, but your calls were answered by a manager and you did not like the resolution he had made with youWe assumed responsibility for being late, we accepted responsibility for being sold out and could not provide you with another shuttle (referring to you saying management *** up and over booked)We up graded your other limo you rented from us from a Hummer to a Cadillac Escalade which you fail to mention and had no problem accepting the vehicle free of charge and not mention we offered you four free hours in a limo for just you and your brand new husbandAlthough we were hour late we still provided you with services from 6PM to 12AM with no errors, upgraded your other limo to a brand new limo that you used at no extra charges a discount of $for our mistake and you demand a full refundWE deeply regret to say no to your requestOur services were rendered and you used them to there fullestWe attempted to resolve the issue and offer a solution that you rejectedThe best we will offer now is $back for the one our you did lose on your reservation due to a act of GOD beyond our control
Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with their version of the events that took place on June 20th and thereafterThe information they give in the response is inaccurate and insultingI regret not reading the Revdex.com website before I contracted with them

Complaint: ***
I am rejecting this response because:My explanation of what happened on this evening and the months following has not changedI provided the same description of events to my credit card company during the dispute I have gone over all of Sunset limousines responses from the credit card dispute and ones that have been sent to the Revdex.com and their story has changed every timeThey denied that the limo broke down in the credit card dispute and also stated that I never contacted themIn the Revdex.com complaint they stated the the limo did break down and that I should apologize for the way my group treated the driver, managers, and office memberThen in the next reply to the Revdex.com they state that the manager that was working that night is no longer there to rebuttal my claims, but they seem to have details about how we had a “contest of words” when the limo broke down in a previous response I never had direct contact with the manager on the evening that the limo broke downAll correspondence was with the driverThe driver was the best thing about the situationHe was very apologetic and we tipped him in fullWe have a copy of his trip ticket from the credit card dispute where he took the time to note the name and phone number of the Lyft driver that gave him a jump start (which I assisted with), but he made no mention of passenger behaviorAll conversations with the office members were kind and always ended with them telling me that I need to speak with a manager or they will call me backI even mentioned to the receptionist that we would like to use their services soon for reimbursement for the limo breaking downI never have had a conversation with a manager of this company at any timeNone of the issues with our alleged behavior were ever mentioned in the credit card dispute and this is the first time I am hearing about it Yes ,it has been months since the charge on the cardI tried to deal directly with Sunset Limo for quite some time before starting the credit card dispute as I was assuming they were a reputable businessThe credit card dispute was two months and ended because my card company did not send in a response in on time and they are the ones that directed me to start a Revdex.com complaint. Recap of events (all documented from Sunset Limos submissions to credit card company and the Revdex.com): Charged in full for service, did not provide service, did not attempt to contact customer, denied that there was an issue with service, admitted a problem with the service, stated customer behavior as the reason they are not at fault.I feel Sunset Limousines has handled this situation extremely poorly and is literally making up stories to get out of admitting fault and/or paying restitution for an issue that could have been easily resolved with a return phone call five months ago. I would be willing to accept an apology for they way they have handled this situation along with a full refund.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Per "SLL's claim to resolve this issue with the client" - they never returned any of my contacts to discuss the matter! They even state that in their rebuttal. If they would have contacted me, we could have resolved it without the Revdex.comAs we've done the past years, our company paid the 1st 50% of the limo service and the rest was to be paid by the employees in cash that night. employees paid in cash for services rendered and I had employees that wanted to pay via their personal credit card on 12/14/- so the funds could've been reimbursed to our company credit card and the balance and any discretionary tip could've been covered on the employee credit cards, but because SLL did NOT contact me back, I couldn't resolve this payment issue.SLL actually states this is a "mute" point because they did not agree with the client - this is unacceptable business practiceIt's not mute if the client has an issue to resolve. They took our agreed upon cash payment from employees as gratuity when it was paid for SERVICES RENDERED. A gratuity/tip, whether agreed upon by the actual business or driver, is an optional payment at the discretion of the customer/clientA business cannot use that money paid for services rendered as a gratuity/tip and still charge said client on the VISA card on fileIf they added a line in their invoice that stated Service Charges, this would be a mandatory payment that could be used for said driver but it does not.The driver did his service as trained, but SLL never contacted me back to settle this. SLL cannot take money and use it as they see fit and provide their driver with a 22% tip because they feel he should receive itThe invoice was paid at the end of the night by employees in cash, as instructed, and an employee where he added his discretionary tip amount of $I never once in my contact in December stated our company didn't want to tip the driverThat is an incorrect statement and if you have recorded telephone conversations, you'd know that was an incorrect statement. If the employee had to work for under minimum wage at $an hour, the Revdex.com may want to look into SLLAt no time, does it state, that we are paying for the driver's hourly wage in our confirmed limo reservation and invoice.Regarding the $- they did credit us the amount that processed on 12/21/15, but charged us the amount back on 1/6/to our VISA credit card...so, NO we did not get our credit and I have documentation via our credit card statementThey took the money back!
Sincerely,
*** ***

Sunset Luxury Limousine and its staff took full responsibility for the limousine being lateAfter discussing with tall the parties we found there to be information to be not mentioned here or when the first complaint came inWas the driver late to the run minutes absolutely! We hold our drivers
accountable for the actions made by them by refunding the tip 100% back top the client, however the client did not tip so the $that the driver should have been given was kept by the clientThe client also fails to mention that the passengers did not offer any information on where they had intend to go just cruise around townThe drive asked the adult that was riding in the limousine with the passengers would their be a issue since they were in the area to stop and get a GPS that had points of interest on it and the ADULT said yes thats fineThe driver went inside his residence for no more than a minuteHis wife had it ready for him as he drove upThough we agree this is not standard or acceptable procedures for a drive he did have permission from the adult on board the limousineLastly the driver did not drop off the passengers minutes earlyAll our limousines have *** *** tracking systems on them for cases like thisThe GPS shows that the driver dropped the clients minutes past the time they were scheduledThe manager took all the information gathered prior to this complaint to the owner of the companySince the $tip was kept by the client for the tardiness the company offered the client a discount another time which the client accpeted and was happy with at that time since the only error made on the part of the company was the drivers tardieness. Week later story changed and was added to and had embellished the story more in hopes they good get more of a refundOwner stated that the client was out only minutes and did not tip the driver and utillized the service of the limo and that there is not any more the company can offer except what was offered originallyThe company still stands by the $the client kept from their drivers tardiness and the discount off their next limo

Complaint: ***
I am rejecting this response because:I have talked with my credit card company and the dispute was closed on the basis that I stated that the limo broke down and they denied that the limo broke down. My credit card company did not have contact with Sunset Limo. They only had contact with their Merchant. It came down to a case of their word against mine and the dispute was closed. Now Sunset has changed to story to admit that the limo broke down. This is documented evidence of them not being truthful during the credit card dispute. Yes there are differences in the stories, but only between the ones that Sunset limo has toldedI copied and pasted my description of the events of this evening from the credit card dispute to the Revdex.com complaint. In every response from Sunset Limo there has been a change in there story
Sincerely,
*** ***

Unfortunately, a technical malfunction in the black bus the customer ordered necessitated an emergency change of vehicle to a white vehicle with a different seating configurationForced as we were to choose between supplying a different vehicle than the one requested and not being able to
fulfill the reservation on time, we chose the lesser of two evilsOur standard terms & conditions, which the customer accepted and signed, do state that we reserve the right to change a vehicle to one equivalent or better (as in this case) if it is necessary for us to do so. Nonetheless, we acknowledge that the different configuration of seating was an inconvenience, and as such we have already refunded the customer $Given that the event was otherwise a complete success, and given that the customer and her party used the vehicle to its full potential and for the full duration of their reservation, we consider this matter to be resolvedThe reports of missed connections, cross words and missing beverages are, unfortunately, embellishments upon the truthWe have acknowledged that the customer was inconvenienced, we have apologized and we have delivered a partial refund which, in the circumstances, we consider not just adequate but generousAs far as we are concerned, no further action or correspondence is necessary

Sunset Luxury stands behind it first responseThe consumer is speaking hearsay and one minute saying we didn't contact her then says we did contact herThere is no hourly wage paid, we stated in the last response her tip was $for hours worth of work for that driver stating for his time with her with no complaint no issues came to less than the gratuity amount in the industry standard of 20% was not givenThe tip amount shout have been $since the client has to this date stated the driver did everything perfectThe complaint is based over the $90 cash the none of these individuals handed over to him after the "OWNER" of her company gave him the signed credit card imprint stating he was paying the balance on the card which did not include a tipAfter that the quest began to pay the cash to the driver. None of which said it wasn't for the driver nor did they say it wasSSL is not clairvoyant and cannot read the minds of individualsThe client was well informed as she stated she used SSL previously that the balance did not include tip for the driverThis has been SSL standard operating protocol for over years and was the same way when she rented times prior. The total for Services rendered was $plus a gratuity of 20% is $bringing the total to $SSL was not late on the run, there were no mechanical issues, the driver in the clients own testimony was greatso the total bill is $SSL does not know what the argument is, is she now not wanting to tip the driver his gratuity for his services rendered for his hours of work dedicated to her and her guests that he did with perfection in her own words? The argument will continue with thatThe client was refunded any overages that we did notice of $and was credited backSSL is willing to offer a refund if there is any element that shows the driver did not earn a gratuityThis element has not been presented. If the client now feels the driver did not perform his duties then now is first SSL is hearing thisAnd if there was any other issues the client has not presented them eitherSSL also feels Revdex.com can do all the investigating it wants and all the records we have are open for their view and will also conclude the individual does not want to tip her driver

Complaint: ***
I am rejecting this response because: see earlier reply...same rebuttalSLL kept cash and charged our CC; each of the previous years we've paid 50% on company VISA and employees paid in cash the night of the event (and I told Justin that on the phone prior to the event!!) but after the event all I wanted was to reallocate funds FROM the company TO employees, but SLL NEVER CALLED ME BACK; refunded us $and recharged our VISA in so there was no refund per my COO who handles the credit cardIt was a simple fix but they seem to want to make it an issueRETURN A PHONE CALL OR AN EMAIL!! It's simple
Sincerely,
*** ***