Reliable Limousine, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I have my bank statement showing that reliable limo charged me $150.00. I gave the driver a $20.00 cash tip. This equals $170.00. Reliable Limo refunded $23.20.
My out of pocket is $146.80. So yet again they are miss-stating or are conveniently miss understanding the facts.
As far as the Taxi cost it was $90.00 plus a $10.00 tip totaling $100.00. I can produce this charge from my bank also. This was not the fare as Reliable stated. Again a convenient miss-understanding?
My complaint is still with the issue that Reliable doesn't tell you the charges upfront. They don't tell you that the tip is included.
Why do they have the issue with making the charges known upfront when someone calls? Chances are the customer will find other means of transportation.
I am not satisfied with their response nor their attitude.
Insofar as requesting someone by name, I met the driver at a wedding. He gave me his card, I liked the driver and wanted to see him make some money. The rest of the story, the driver who picked me up was not the person I requested. So yet again Reliable Limo is not telling the whole story.
I will accept the responsibility of not asking for a detailed breakdown of the charges. I do not accept their underhanded business practices nor their assertions.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the additional refund of $20. Thank you.
However, I still believe that the company should provide a complete & detailed explanation of their fare when someone requests their service.
Regards,
[redacted]

August 14, 2014Dear [redacted],
Please see the response below to the above named complaint.
Customer called on 7/23/14 and placed a reservation request for a sedan pick up at [redacted] Airport for 7/25/14. The recorded call confirms that our agent asked if he...

has used our service before and customer responded "I have, but I may not be in the system; it's been awhile." Agent presumed that based on customer's prior use, he was familiar with our services. He also requested a specific driver further confirming her assumption that he was familiar with our service. At no point during the call did the customer request a price quote. A sedan was dispatched to [redacted] at 830pm to meet the customer at [redacted] Airlines, curbside as requested. Customer arrived to curb and entered the waiting vehicle at 930pm. He arrived to his final destination at 1030pm.The base charge for a [redacted] transfer to [redacted], MD is $116.00 plus 10% fuel surcharge and 20% gratuity. Customer called in to dispute the charge indicating that he was pretty sure he was quoted $85 for the fare and that he had paid $85 in the past. This is not accurate and phone records indicate that he was never quoted this fare. He also stated that he used [redacted] taxi service to take him to [redacted] at the onset of his trip and that total fare was $100. Our General Manager explained that we are not a taxi service but rather a limousine company.  While some customers request a quote for their transportation service when booking a job, many who have used us in the past do not. Furthermore, our rates are available at anytime on our website along with an explanation of the gratuity and fuel surcharge. Since the customer paid a cash gratuity we deducted the automatic 20% gratuity from his total charge. We do our best to please all of our customers, but it is important to note that we are not a taxi service and do not claim to be that. We are very sorry that the customer was dissatisfied.Also, please be advised that the complaint that the customer filed incorrectly states that the purchase price of the job was $170.00 and that he's looking for a refund of $46.80 for a final total price of $123.20. It is important to clarify that the original purchase price of the job was $150.80, not $170.00. Following the refund of the automatic gratuity, the customer's final price was $127.60.I hope this response serves to satisfactorily close this case. Please let me know if you have any further questions or concerns.Sincerely,
Paul R
President Reliable Limousine and Bus Service

May 21, 2015Dear [redacted],Please see the response below to the above named complaint.Two days prior to the wedding, we got a call from this client’s wedding planner with an urgent request to get at least one more vehicle added to the wedding. In an effort to meet his needs, we...

arranged to get him another vehicle. His planner had actually requested a larger additional vehicle but we were only able to confirm a 13 passenger vehicle with the short notice. All vehicles were on site as requested and transported the wedding guests as directed. With 32 years of experience with wedding transportation, we pride ourselves on meeting and exceeding our customer's expectations. When the client contacted our office following the wedding on Monday, May 11, 2015, he acknowledged that the extra vehicle was used, but that he did not authorize us to charge his card. He further advised that we could charge for the vehicle's use on May 22, 2015. We went ahead and refunded the cost of the vehicle to his credit card on May 11, 2015 and will recharge him for the vehicle on May 22, 2015 as he directed for his use of the extra vehicle. I hope this response serves to satisfactorily close this case. Please let me know if you have any further questions or concerns.Sincerely,Paul RPresident

September 2, 2014
Dear [redacted],We are sorry to hear that the [redacted] continues to be dissatisfied. We try to go above and beyond in pleasing our customers with top-quality, on-time service and utmost professionalism. Due to the miscommunication, we will issue a $20 credit on his charge card for the cash gratuity that he gave directly to his chauffeur to resolve the case.I feel it is very important to reiterate that we are not a taxi company and do not charge taxi rates. Our rates along with the gratuity and fuel costs are clearly stated on our website and we will also gladly provide a quote to a customer when asked to do so. We are proud to provide outstanding ground transportation services that are competitive with other limousine companies and our drivers depend on gratuity to earn their living. Should [redacted] decide to utilize the services of a limousine company in the future, we would be delighted to assist him with his transportation needs and provide a quote at the time of booking if so desired.Sincerely,Paul R
President

Review: Vendor (limo service) did not quote a price for trip from [redacted] Airport to my home in [redacted] Md. (I did not ask for price, I assumed it would be at or near the same price the taxi company charged for my fare from [redacted] to [redacted], $90.00). Vendor did not inform me there was a 20% automatic gratuity added to the fare. When I spoke to Tina I was informed they do not provide a rate or tell about the Gratuity unless asked. I disagree with their practice of not informing the customers of all charges unless asked. Tina refunded $23.20 (the 20% gratuity) which was automatically included as I paid the driver $20.00 in cash. My total out of pocket expense is $146.80, which is $46.40 more than if I would have taken a taxi. In my opinion not providing the rates and miscellaneous charges upfront is unscrupulous & deceptive business tactics.Desired Settlement: I would like to be refunded $46.40 and I would like the company to provide their customers an upfront quote automatically when they request limousine service.

Business

Response:

August 14, 2014Dear [redacted],Please see the response below to the above named complaint.Customer called on 7/23/14 and placed a reservation request for a sedan pick up at [redacted] Airport for 7/25/14. The recorded call confirms that our agent asked if he has used our service before and customer responded "I have, but I may not be in the system; it's been awhile." Agent presumed that based on customer's prior use, he was familiar with our services. He also requested a specific driver further confirming her assumption that he was familiar with our service. At no point during the call did the customer request a price quote. A sedan was dispatched to [redacted] at 830pm to meet the customer at [redacted] Airlines, curbside as requested. Customer arrived to curb and entered the waiting vehicle at 930pm. He arrived to his final destination at 1030pm.The base charge for a [redacted] transfer to [redacted], MD is $116.00 plus 10% fuel surcharge and 20% gratuity. Customer called in to dispute the charge indicating that he was pretty sure he was quoted $85 for the fare and that he had paid $85 in the past. This is not accurate and phone records indicate that he was never quoted this fare. He also stated that he used [redacted] taxi service to take him to [redacted] at the onset of his trip and that total fare was $100. Our General Manager explained that we are not a taxi service but rather a limousine company. While some customers request a quote for their transportation service when booking a job, many who have used us in the past do not. Furthermore, our rates are available at anytime on our website along with an explanation of the gratuity and fuel surcharge. Since the customer paid a cash gratuity we deducted the automatic 20% gratuity from his total charge. We do our best to please all of our customers, but it is important to note that we are not a taxi service and do not claim to be that. We are very sorry that the customer was dissatisfied.Also, please be advised that the complaint that the customer filed incorrectly states that the purchase price of the job was $170.00 and that he's looking for a refund of $46.80 for a final total price of $123.20. It is important to clarify that the original purchase price of the job was $150.80, not $170.00. Following the refund of the automatic gratuity, the customer's final price was $127.60.I hope this response serves to satisfactorily close this case. Please let me know if you have any further questions or concerns.Sincerely,Paul RPresident Reliable Limousine and Bus Service

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I have my bank statement showing that reliable limo charged me $150.00. I gave the driver a $20.00 cash tip. This equals $170.00. Reliable Limo refunded $23.20.

My out of pocket is $146.80. So yet again they are miss-stating or are conveniently miss understanding the facts.As far as the Taxi cost it was $90.00 plus a $10.00 tip totaling $100.00. I can produce this charge from my bank also. This was not the fare as Reliable stated. Again a convenient miss-understanding?My complaint is still with the issue that Reliable doesn't tell you the charges upfront. They don't tell you that the tip is included.Why do they have the issue with making the charges known upfront when someone calls? Chances are the customer will find other means of transportation. I am not satisfied with their response nor their attitude.Insofar as requesting someone by name, I met the driver at a wedding. He gave me his card, I liked the driver and wanted to see him make some money. The rest of the story, the driver who picked me up was not the person I requested. So yet again Reliable Limo is not telling the whole story.I will accept the responsibility of not asking for a detailed breakdown of the charges. I do not accept their underhanded business practices nor their assertions.

Regards,

Business

Response:

September 2, 2014Dear [redacted],We are sorry to hear that the [redacted] continues to be dissatisfied. We try to go above and beyond in pleasing our customers with top-quality, on-time service and utmost professionalism. Due to the miscommunication, we will issue a $20 credit on his charge card for the cash gratuity that he gave directly to his chauffeur to resolve the case.I feel it is very important to reiterate that we are not a taxi company and do not charge taxi rates. Our rates along with the gratuity and fuel costs are clearly stated on our website and we will also gladly provide a quote to a customer when asked to do so. We are proud to provide outstanding ground transportation services that are competitive with other limousine companies and our drivers depend on gratuity to earn their living. Should [redacted] decide to utilize the services of a limousine company in the future, we would be delighted to assist him with his transportation needs and provide a quote at the time of booking if so desired.Sincerely,Paul RPresident

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I appreciate the additional refund of $20. Thank you.However, I still believe that the company should provide a complete & detailed explanation of their fare when someone requests their service.

Regards,