Premiere #1 Limousine Service, LLC

[redacted] [redacted] I am rejecting this response because: Thank you for the explanationI understand you have a business to uphold, but businesses are also supposed to operate under giving fair reflection of service to their customers for taking a form of payment, which I never receivedIf my situation wasn't to be treated differently than another customer, then I am unsure why you explained that I was given a special consideration in the first place, yet you cannot recall what the agent did or did not mention over the phone In certain instances, businesses have a duty to uphold good customer service and quality to their customersI do the same with my business and would want no other than to respectfully be treated the sameAdditionally, there was no commentary made in reply to my inquiry regarding why it was brought up regarding the confidentiality of whom I reserved the booking for, and that fact that this individual has since used your serviceThat is a breach of their confidentiality and of no concern to me or this situationI would appreciate a partial refund or credit as a consideration for the inconvenience of this situation, and I have been more than agreeable in the interim Regards, [redacted] ***

We are very sorry to hear that *** *** is displeased with our response and previous explanationsAlthough some rules and regulations may not be viewed as appropriate in the public eye, there is a reason for each, including the nonrefundable depositsAs a transportation company, we require a nonrefundable deposit to hold the vehicleThis is implemented because if a customer cancels, although the vehicle is now available, it was off the market for reservations during the time that the previous customer had it on hold, becoming a loss in possible reservations from other clients which means a loss in profit for our companyIt is a safety net for us as a business to protect ourselves from continuous loss in profit due to cancellationsWhile we understand that unforeseen emergencies happen, it’s within our contract that the deposits are nonrefundable and clearly stated with each client that has reservations with usWe are not withholding the return of *** *** $for any reason other than fairness to all other customers who book with us and are unable to use our services and are aware of the nonrefundable depositsAs a business, we try to uphold our contract regulations with each booking, and this booking is no different than any other reservation cancellationAs for the $that was intended to be used for a credit within a specific time frame, regardless of whether it was specifically discussed or not which we unfortunately cannot recall due to the lapse in time of four years, it was clearly stated on the contract in which was sent to *** *** via email, along with all other contracts prior to this final contract*** *** is being treated no differently than any other clients that unfortunately must cancel with us, regardless of the reason for cancellingIf we made an exception for one person, we would be remorseful to not make the same exception for all other customers, and to keep a successful company running, that is financially impossible for us to doWe believe that good customer service is treating each customer the same, and that applies just the same for *** ***

It is with regret that Premiere has received several responses recently from [redacted] in regards to her reservation back in 2012. While this was nearly four years ago, we are still regretful to know that any of our clients, past or present, are unsatisfied with our services. Although we...

cannot directly recall this specific instant due to the timeframe, we still made the best efforts to collect information on this client and her specific reservation. We have spent time and looked more thoroughly into this reservation to try and pinpoint any miscommunication or missed components of this dispute. We have attached copies of each individual instance on the timeline listed below. Please refer to the attached copies for full details. In a brief description, our records indicate the following information: ·         10/29/2012 at 10:54 a.m.:  Premiere received a reservation from [redacted] at 10:54 a.m. The reservation was scheduled for the same day with a pick-up time of 19:30. There was an estimated drop-off time of 23:30. The total for four hours was $300.00, which was paid at the time of the reservation. ·         10/29/2012 at 2:42 p.m.: Premiere received a call from [redacted] requesting to change the date of her reservation, which Premiere honored for no additional cost. Her reservation was changed to 11/28/2012. ·         11/27/2012:  Premiere received a call from [redacted] requesting to cancel the reservation. Premiere allowed her to have a $300 credit, which is going against company policy, but was granted to [redacted] The credit was required to be used by 10/29/2012, giving the client approximately 11 months to use it.     In our contract which is attached, it states the following:  The entire deposit will be forfeited if the trip is cancelled within 7 days prior to the date the transportation departs. Although this was the case for [redacted], Premiere still allowed her to carry over the $300 credit, with a requirement to use it by the specified date, which is also stated in the notes on page three of the attachments. During our research, we have also noticed that the person that the original reservation was booked for as a surprise has used our services three times since this occurrence – twice in 2015 and once in 2016. These three trips were completed successfully and with no issues, per our records. We are open and willing to discuss this matter further with both the members of the Revdex.com and [redacted] if anyone wants to or needs to reach out. Again, we are sorry about any misunderstandings or miscommunications. Douglas R[redacted] Sr. Member Premiere #1 Limousine Service [redacted]

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I am rejecting this response because:
Thank you for the explanation. I understand you have a business to uphold, but businesses are also supposed to operate under giving fair reflection of service to their customers for taking a form of payment, which I never received. If my situation wasn't to be treated differently than another customer, then I am unsure why you explained that I was given a special consideration in the first place, yet you cannot recall what the agent did or did not mention over the phone.  In certain instances, businesses have a duty to uphold good customer service and quality to their customers. I do the same with my business and would want no other than to respectfully be treated the same. Additionally, there was no commentary made in reply to my inquiry regarding why it was brought up regarding the confidentiality of whom I reserved the booking for, and that fact that this individual has since used your service. That is a breach of their confidentiality and of no concern to me or this situation. I would appreciate a partial refund or credit as a consideration for the inconvenience of this situation, and I have been more than agreeable in the interim. 
Regards,
[redacted]