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Preferred Limousine, LLC

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Preferred Limousine, LLC Reviews (1)

Passenger arranged transportation via automated online reservation form. He requested town car limo for transportation on first leg of trip from Newark Airport to Brigantine NJ. The ride was completed and all was well. He then requested a car from Brigantine to PHL airport on a different date via...

online reservation system and then called to confirm. He was told Town Car Limo would be scheduled and if we had a STRETCH LIMO available it would be sent as a courtesy and he agreed. We were not sure if Town Car Limo would be completed with prior trip to make it in time for this trip. Sometimes we will send a stretch limo as a courtesy if regular vehicles are not available, which is of much greater value and we do not charge the difference. Either way, both vehicles fit the same amount o luggage. We have to travel an hour just to get to his pick up location, then an additional 1 hour 15 minutes to get to airport and we would only charge a Town Car rate no matter what vehicle we sent. When the Town Car arrived we were contacted by our driver. He explained that passenger was expecting a stretch limo and that the luggage would not fit. At no time were we notified that there was going to be excessive amount of luggage. Passenger stated to the driver that they were moving overseas!! The Town Car fits the amount of passengers and normal amount of luggage, just as in his first leg of the trip. We could not send another vehicle. Passenger was then notified that we could contact a local company with a larger vehicle such as a van and take care of the difference if there was any. We were told that his father would follow with the luggage and driver was instructed by passenger to proceed with the trip. Some time the following week, we were contacted by passenger who requested full refund PLUS $196 compensation for his father. I explained that I will look into the matter. After reviewing the reservation that passenger filed online himself and phone recordings between passenger and dispatcher and no time was luggage discussed and we assumed it was the same as the first leg of the trip. NO MENTION OF MOVING OVERSEAS... No promises were made as to which vehicle would be sent other than the Town Car. A stretch limo and Town Car Limo hold the same amount of luggage in truck space. We performed exactly what as asked of us. The passengers were delivered to the airport on time. Please note that a limousine or limo is any vehicle driven by a Professional Chauffeur. After many demanding, harassing & threatening emails from passenger stating he would file complaints, negative reviews etc unless we refunded him... Against our policy and terms of service agreement, I decided to refund 50% as good customer service to avoid things like this complaint and to satisfy customer. We feel this was miscommunication on the passengers side and a 50% refund was more than generous. We have a proven track record of fully satisfying our customer needs. Its unfortunate that this passenger looks beyond the fact that we fulfilled our duties and delivered him to the airport. He should have mentioned that he was moving overseas or that he had excessive amount of luggage when he booked this trip online or during his follow up phone call. At that point, the dispatcher would have explained that he would need a van, which we do not have in our fleet any longer. It didn't matter if a stretch limousine or town car was used, they both fit the same amount of luggage.

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