Dear ***, We never like to hear our customers are unsatisfied with our services or customer serviceIn regards to the not answering of emails or phone calls with Nina we’ve spoken about this issue and reviewed her email correspondence with you which did show she was responding quickly to emails
but due to heightened web security we’ve experienced some email communication issues which has since been resolvedWhen it comes to the last month in attempting to reach me or receive an answer was unfortunately my fault as I have been out ill for the past several weeks which resulted in communication issues on my endI want to apologize for keeping you waiting and that she was not able to speak with me about this problem soonerI am actually still only back part time to the office but have taken your complaints as a top priority In regards to the bus I have attached the signed contract in which it shows you booked a VIP Coach which the vehicle you received is in fact our newest VIP CoachIt does also state we can switch out styles of buses should that be necessaryI understand you are not a fan of the new seating set up being that it’s only half wrap around and the rest offer the two booths and for that I apologizeSeveral customers have requested more table space in VIP Coaches so our newest model we put that updated seating style in to accommodate those requestsI understand you wanted wrap around seating with in the back that does offerNo one else was given your bus we did have another *** booked that day but she received that same bus as you did she was a reservation that was later in the eveningThat bus is the exact same size as the other buses and is actually licensed to seat a higher passenger count but we lower it and sell it at a passengerI have spoken with your chauffeur regarding the comments you mentioned and he assured me that he knew the bus was a passenger and would never have commented differently so there might have been some miscommunication or confusion there in that conversationWe really do apologize that you feel cheated or that no one cares about your comments because it’s quite the opposite as customer satisfaction is a number one priority to usI do not know why the buses could not be switched out if that was an option since your wedding ceremony and reception both took place less than a quarter of a mile from our offices you actually have to drive by the office to get to any photo locationsAttached are the photographs of the vehicle you received and one of our older models of VIP Coaches while yes as I mentioned previously it does have a newer set up style and again I’m extremely sorry this new layout did not meet your satisfactionAs I’ve mentioned we never wish to provide our clients with a bad opinion of our company even though per our contract we did not violate any of our agreement we still don’t like to hear you are upset with you busWe would like to offer a gift certificate for hours of service in a VIP Coach of your choosing so you can go out and have a better experience with our companyWe know we cannot make up the wedding experience but hopefully you will be able to enjoy a night out with friends or familyPlease let me know where you’d like to have this gift certificate sent and we will get it right over to you I cannot express enough how sorry I am to hear you did not like your bus as our customers satisfaction is very important to us and a lot of thought into their satisfaction is what brought that new design into considerationWe do hope we can provide you with a better memory on a party bus moving forward with your gift certificate Please let us know anything additional we can assist you with on this matter Sincerely, Frank P
Dear ***, We never like to hear our customers are unsatisfied with our services or customer serviceIn regards to the not answering of emails or phone calls with Nina we’ve spoken about this issue and reviewed her email correspondence with you which did show she was responding quickly to emails
but due to heightened web security we’ve experienced some email communication issues which has since been resolvedWhen it comes to the last month in attempting to reach me or receive an answer was unfortunately my fault as I have been out ill for the past several weeks which resulted in communication issues on my endI want to apologize for keeping you waiting and that she was not able to speak with me about this problem soonerI am actually still only back part time to the office but have taken your complaints as a top priority In regards to the bus I have attached the signed contract in which it shows you booked a VIP Coach which the vehicle you received is in fact our newest VIP CoachIt does also state we can switch out styles of buses should that be necessaryI understand you are not a fan of the new seating set up being that it’s only half wrap around and the rest offer the two booths and for that I apologizeSeveral customers have requested more table space in VIP Coaches so our newest model we put that updated seating style in to accommodate those requestsI understand you wanted wrap around seating with in the back that does offerNo one else was given your bus we did have another *** booked that day but she received that same bus as you did she was a reservation that was later in the eveningThat bus is the exact same size as the other buses and is actually licensed to seat a higher passenger count but we lower it and sell it at a passengerI have spoken with your chauffeur regarding the comments you mentioned and he assured me that he knew the bus was a passenger and would never have commented differently so there might have been some miscommunication or confusion there in that conversationWe really do apologize that you feel cheated or that no one cares about your comments because it’s quite the opposite as customer satisfaction is a number one priority to usI do not know why the buses could not be switched out if that was an option since your wedding ceremony and reception both took place less than a quarter of a mile from our offices you actually have to drive by the office to get to any photo locationsAttached are the photographs of the vehicle you received and one of our older models of VIP Coaches while yes as I mentioned previously it does have a newer set up style and again I’m extremely sorry this new layout did not meet your satisfactionAs I’ve mentioned we never wish to provide our clients with a bad opinion of our company even though per our contract we did not violate any of our agreement we still don’t like to hear you are upset with you busWe would like to offer a gift certificate for hours of service in a VIP Coach of your choosing so you can go out and have a better experience with our companyWe know we cannot make up the wedding experience but hopefully you will be able to enjoy a night out with friends or familyPlease let me know where you’d like to have this gift certificate sent and we will get it right over to you I cannot express enough how sorry I am to hear you did not like your bus as our customers satisfaction is very important to us and a lot of thought into their satisfaction is what brought that new design into considerationWe do hope we can provide you with a better memory on a party bus moving forward with your gift certificate Please let us know anything additional we can assist you with on this matter Sincerely, Frank P