Royal Hawaiian Limousine LLC

Aloha Client purchased a service and we sent confirmation to client times A picture of each sent confirmation is attached to this emailIt is not someone cancel for not receiving confirmation and also it is not someone contact Revdex.com However we respect the client opinion and cancel the client reservation and issue a refund for client according our cancellation policyWe also recommend to client to check his/her email because we sent confirmation times and an adult employee of the company clearly told client that we will normally send within hours which we did and you can see the prove of itBeside that client wrote : my credit card was charged the FULL amount of the anticipated transportation chargesPlease note, this service has NOT yet been provided NOR do I have ANY confirmation of its booking It is shocking that this client sounds like is very new on earth! When you purchase an airline ticket do you pay first means on the time of purchase or not ? You may buy an airline ticket today for months later but you pay it todayWhen you go to a fast food place and order your food you pay first and then you get your food You reserve a hotel you pay first and you use the service later It was very odd when we heard this dear client made a complaint to Revdex.com for this and cancelling their reservationHowever, it dose not make any different on the quality of our service and the great history of company which have over 99% happy and satisfied clientsWe already issued a refund for client according our policy and we wish them a very happy and long life

Dear ***, We checked the fact that you mentioned, you are completely correct"***" was spelled wrong that is why you didn't receive the confirmations and strangely the email did not return back to usWe apologize for the inconvenience and will issue a full refundWe would like to make it up to you and send you something from Hawaii. We are pleased to inform you that we can send you a book about *** *** signed by the author which is a best selling book about *** ***, or we can send you a package containing some Hawaiian chocolatesPlease choose one and provide an address we will go ahead and send it to you next week and we will follow on your full refundBoth will be in place next week. RegardsCustomer ServiceRoyal Hawaiian Limousine

Complaint: ***
I am rejecting this response because: While Royal Hawaiian Limousine may have sent confirmations, they have very arrogantly overlooked the fact that they were too careless and incompetent to notice that they cannot spell "***" correctlyAs a consequence of such, there was no possible way I could have received ANY confirmations from themFurthermore, had they simply responded to either of the TWO additional emails I sent to them on 9/13/or, 9/14/17, (both of which had my email accurately attached) requesting an email confirmation of the arrangements made, or, simply picked up the phone and called me, we wouldn't be having this problemYet, apparently Royal Hawaiian Limousine was too lazy to do either of those things.Let me also point out that, while they wish to lecture me about pre-payment, the limousine company with which I ultimately DID do business on Oahu, accepted my reservation two weeks prior to the date of services (9/30/17), provided an email confirmation for that reservation within minutes of booking and, did NOT charge my credit card for those services until hours prior to use of those servicesTHAT'S HOW YOU CONDUCT BUSINESS INSTEAD OF JUST TRYING TO TAKE ADVANTAGE OF POTENTIAL CUSTOMERS!Pleased though I am that Royal Hawaiian Limousine has issued a refund, they have NOT refunded the entire amount chargedThey have deducted 15% for reasons known only to themThis is entirely unacceptable especially, since they are clearly incompetent. I will, once again, be satisfied when 100% of the charges have been fully refunded.As for 99% Revdex.com satisfaction rating....BS!
Sincerely,
*** ***

*** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** ** *** *** ***
Dear *** Aloha Sorry could not get back to you earlier. Here I am answering
this client comments and questions that his agent send to us before + other comment they gave us all together. Here is theirs and ours: Thank you for your email, we take every complaint very seriously and diligently investigate all elements made in every claimBelow you will find the different portions of your complaint italicized and addressed with what we found of the situation: I want you to be aware of this Royal Limo serviceI would not recommend the limo/ your service if you are using againHe didn't know our schedule or plan and kept asking me what to do and when we had to be where. He was about min late picking us up starting the day ***, who was your client’s driver, other RHL drivers, as well as other drivers from multiple transportation companies authorized to operate within Honolulu International Airport were subject to a law enforcement exercise to a commercial vehicle compliance checkThey reviewed our paperwork and once completed *** left without complicationWe advised the client about the possible delay via phone after they landed*** was delayed approximately minutesWe sincerely apologize for this matter, however please understand it was beyond our control and cannot be held responsible for this. and spoke very softly while drivingI do not understand the problem with thisWas he not loud enough? Did your clients not ask him to please speak up if they were having trouble hearing him? It was reported that an employee of yours, “***” told our our employee Dayton that if *** was your employee she would fire him for being softThat is quite pleasant to hear, however we disagree and will not be releasing *** after this incident***’s soft and kind demeanor is one reason he is able to perform the consistently experienced five-star service from our clientsThe tour was on our ownPearl Harbor is Oahu’s most visited attraction, a National Park, regulated by Park Rangers, and is partially located on an active and secure military baseThere are regulations to say the least. Since this is the case, commercial entities, more specifically tour operators are prohibited from providing any form or narration or guiding on property, and a long list of other things that do not apply to your client’s complaintWe do not hide behind the fact that Pearl Harbor is a self-exploratory site, and for many travel industry members affiliated with Hawaii know thisTruth be told we make every accommodation to enhance the guest experienceSince we fulfill the maximum amount of inclusions & service allowed on the site and I do not see how we failed to achieve any of them in this caseOur apologies for any sort of misinformation your client received about how their experience would be at Pearl Harbor which caused them to have different expectations regarding what would actually occur on tourPlease be advise what your clients need to visit like a VIP was provided to them. Their ride, their tickets without line and finally orientationHe did know a few facts on the punch-bowl cemetery and got out to takes our picture twice during the dayAfter Pearl Harbor he said to meet him at 11:and he was late*** knowing a few facts about Punchbowl is great and I’m glad he got out to take your client’s photo twice during the dayNormally our Honolulu City Tour is a drive-through. I don’t understand how he could possibly be late as our Head Supervisor was there coordinating driver arrivals & departures and confirming that *** was there minutes prior to pick up and his only assignment for day was taking care of this client*** is reported to have been on time by our supervisor on site and there was at least more chauffeurs there and saw himI asked him when we had our lunch reservation and he said we didn't have one, grab a hot dogThen I showed him we had a reservation and he said he didn't know if he could stopHe finally called someone and they said they didn't take lunch reservationsWe finally got there- Then lunch was a missThere were no reservations so we couldn't get in to ***'sThe hostess said yes they take reservations and looked through every name I had looking to find one for me. Reservations and other accommodations like this are a complimentary service we offerHowever in this case we were unable to secure a reservation and informed Megan at your agency about this. In regards to the hot dog, our recommendation for it was not meant to offend your clientThe *** ***s snack bar is the only place to get hot food on site as Pearl Harbor does not strive to provide upscale food & beverageWhile not gourmet, it is fast, convenient, and allowed guests to quickly eat and continue exploring the sites at Pearl HarborI almost didn't tip him (***) as he rarely opened a door and didn't get out of the car when dropped us off at the airportI walked to his door and did get him, then he got out In this poinWe appreciate your client tipping ***Only one instance where *** did not open the door was reportedThis was at the airportTypically in chauffeur culture the client waits to have the door opened for themWhen arriving at any destination there are safety steps our driver must complete to safely park the vehicle before beginning to serve our clientsIt was reported that the client immediately exited the vehicle upon coming to a stop and therefore prevented us from completing our steps of serviceOur drivers are excellently trained & consistent in completing our 5-star standards which have been proven to exceed many client's expectations, therefore every complaint is taken very seriously. However unfortunate the situation is, we find it hard to compromise since the opportunity to execute our service was bereft due to the client's apparent rush to exit the vehicle which is the most questionable part as mentioned beforeSorry for the bad news email, but I wanted to let you knowWe understand your client’s need to advise after their reported experience, and after thorough investigation we found no fault in our steps of serviceWe made every attempt to prevent dissatisfaction with our service from informing client of our initial inventible delay which was out of our control as well as notifying your agency of not being able to secure a reservation at ***sWe have serviced over 150,clients in the past years, carry $11M insurance, and clients are consistently impressed with our serviceEspecially those on tourI'm sorry your clients do not feel this way as many components of our operation are designed to exceed guest expectationsSince we take every complaint seriously and though it was out of our control, we are approving a $partial refund for being late to pickup at the airport to quell the situationI hope you find this resolution satisfactoryAll the best, Regards Customer Service

Complaint: ***
I am rejecting this response because:What a mean accusation that Ma (what is his real name anyway?) from RHL has made to us! We are truthful people and everything we said in our original complaint is true It is Ma from RHL who is completely lying to cover his own behind *** *** of *** Hawaiian *** told us that they are not booking any new *** for RHL They have dropped them because of the number of complaints they have received this year aloneThis action alone speaks volumes to the type of substandard service RHL gives its customers We were not the only ones displeased with their behavior.My hope for an acceptable resolution to these differences would be that RHL takes a good look at how they are treating people and how much value customers are receiving for their money After reading RHL's response, however, it seems obvious they will never admit their poor performance as a tour company I would hope they would change their business practices to focusing on value and customer satisfaction, so that other people don't feel "ripped off" like we do I would like other prospective customers to know, in advance of booking, that RHL is a substandard company and unwilling to even admit they "may have caused customer dissatisfaction." The money doesn't matter to us anymore I just want one of three things: RHL should evaluate their business and try to step up their game Lunches and dinners should be provided, for an example. RHL should cease business operations completely They should issue an apology to us for our terrible experience Thank you *** ***
Sincerely,
*** ***

Dear Revdex.com AgentAlohaThank you for your email even if it was really a shame to see that you are sending this terroristic threat from a customer who is rudely threatening a business because his dream is to pay the price of a hot dog for the five star steak he and his wife ateA violent person who
writes comments like this:I believe the fairest outcome would be to "put this company out of business" but would settle for a $refundTo be honest with you, this client and his complaint is not worth to answer, especially because he did the same cheap, vile smelly and dirty kind of complaint to American Express. We do not know if you are familiar with AMEX. But AMEX is very famous for giving rights to this kind of fake unhappy clients and stealing money from businesses like us 100% of the time. It is interesting that even AMEX slapped MrL*** in the face and returned the money to us. We thought it would be enough for him and he would have learned his lesson. But it sounds like MrL*** is greedier than we thought.However as an answer to you we will send the same answer that we sent about his fake complaint to AMEX and we wish him a great life.American Express Customer Service Representative, &Revdex.com Hawaii AlohaThis is regarding the charge back request for *** *** Reservation # (***). Their request for a charge back is unjustifiedThey bought a tour on-line and they received everything as described on the same website on the same web page that they purchased the tour from. They purchased this tour of their own accord and received a confirmation by email. The tour description and policy were on the confirmation that they received and read. Here is a link to the web page: https://www.pearlharborwebsite.com/uss-arizona-memorial-and-uss-missouri-battles...⇄ is what is included in the tour:Inclusions1- A round trip transfer from any hotel in Waikiki to Pearl Harbor & back 2- Pearl Harbor orientation 3- Ticket for USS Arizona Memorial without staying in a long line4- Museums of “Road to War “& ” Attack” 5- Watching actual movie of the Japanese surprise attack on December 7th 6- Boat ride to USS Arizona Memorial Monument and back 7- Visitor center Pearl Harbor 8- USS Missouri Audio set 9- Admission ticket to USS Missouri is included ($per person) 10- Complimentary lunch of American gourmet hot dog ocean front sitting in front of USS Bowfin Submarine(Click here to view the picture) 11- Complimentary Short Honolulu City Tour(Not applicable for clients whose pickup location is Honolulu Airport or Airport Hotel)(A copy of the confirmation which was sent to client is attached to this letter )*** *** and her husband received every and all items in this tour as described on their confirmation and as listed above. Two chauffeurs serviced them one in the morning ( Andrea V*** phone number *** ) and one in the afternoon ( Chris R*** phone number *** ). They received tickets for USS Arizona Memorial tour and two ticket for USS Missouri Battleship. They received lunch for two people inside Pearl Harbor. They been oriented by our staff on the way and inside Pearl Harbor and they did historical Honolulu down town tour by Chris privately after their Pearl Harbor tour and finally been drop off at Honolulu international airport after all.Also we need to add here that they used a brand new top of the line vehicle ( A Black Mercedes Benz Metris )Chauffeurs dress black shirt, black pants and gold tie ( picture of the vehicle is attached to this letter ).We understand Husband of *** *** called us after and questioned us that How much did you spent for all these! It was very strange question and we really could not answer him and at the same time we saw no reason to answer him. Client on his own went on-line and chose us and read complete description of the service they were purchasing and finally purchased the serviceOn the day of service they showed up and in style and class like ROYALTY been treated like king and queen and they used our private service with out any line and waiting done their tour and gone.Special Note: Please pay special attention to these facts: For 99% of the people visiting Pearl Harbor, are out of their hotel by 6:AM sitting on a crowded bus with -people making several stops hotel by hotel. When they get to Pearl Harbor they then have to stand in line for the Arizona Memorial tickets for hours and behind thousands and go through many other hassles that do not need to be explainedThey then return to Waikiki in the evening having spent the whole day at Pearl harbor and just seeing the Arizona Memorial and maybe one of the other attractions.MrL*** used our VIP private chauffeur service and arrived at the Honolulu Airport close to 10:AM and were picked up by a top of the line late model vehicle. They were treated like ROYALTIES as mentioned above their tickets were managed and they did not wait in line for the Arizona Memorial tickets even one minute. they got everything they dream and they wish for and at the end they want to know how much we spent and after that they put a charge-back!! Please also have attention the tour they purchased but group quality instead of private means ~ people in the bus is about $per person means $Almost every single company on Oahu offering that. this means same tour this client got with big group of people inside a crowded bus leaving at 6:am and coming back around pm and leaving from Waikiki and for a couple like *** *** & her husband is about $200. Now *** *** been picked up privately and have their own private vehicle + not a 6:am but at 10:am and not from Waikiki but from Honolulu airport and later were took to a private city tour and drop off in airport what are they thinking? to pay the price of the bus and get Royal Quality service ? IS IT POSSIBLE ? IS IT FARE ? IT IS REALLY SHAME WHAT PEOPLE THINK AND WHAT THEY DOPearl Harbor is #attraction in Hawaii which thousands of people everyday arriving and standing in line for hours and at the end can not get ticket and returning back to their home state without being able to visit the USS Arizona Memorial monument and *** *** and her dear husband arrived at am and been treated like royalties and for several hours had a brand new vehicle and chauffeurs and all their ticket been managed and instead of thank you they put a charge back? WHAT A SHAME!Please credit back the amount of charge back to our account and do not let this kind of people repeat this with others. We appreciate your understanding in this matter.RegardsCustomer Service

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 will accept the [redacted] BOOK signed by the author, also. I would additionally request that the Revdex.com keep ALL of this Complaints History and Post's public on their Website with regard to this Business. 
Sincerely,
[redacted]

Aloha Client purchased a service and we sent confirmation to client 2 times.  A picture of each sent confirmation is attached to this email. It is not normal someone cancel for not receiving confirmation and also it is not normal someone contact Revdex.com.  However we respect the client...

opinion and cancel the client reservation and issue a refund for client according our cancellation policy. We also recommend to client to check his/her email because we sent confirmation 2 times and an adult employee of the company clearly told client that we will normally send within 24 hours which we did and you can see the prove of it. Beside that client wrote :   my credit card was charged the FULL amount of the anticipated transportation charges. Please note, this service has NOT yet been provided NOR do I have ANY confirmation of its booking.  It is shocking that this client sounds like is very new on earth! When you purchase an airline ticket do you pay first means on the time of purchase or not ? You may buy an airline ticket today for 12 months later but you pay it today. When you go to a fast food place and order your food you pay first and then you get your food.  You reserve a hotel you pay first and you use the service later.  It was very odd when we heard this dear client made a complaint to Revdex.com for this and cancelling their reservation. However, it dose not make any different on the quality of our service and the great history of company which have over 99% happy and satisfied clients. We already issued a refund for client according our policy and we wish them a very happy and long life.

Complaint: [redacted]
I am rejecting this response because: it is entirely untrue. As set forth in the Complaint, the only reason that we knew where we would be picked up, what time we needed to be there, and what type of vehicle to look for was because we received a return telephone call from them two days before the tour was scheduled. I also have caller ID documentation of their call. "Highly unusual"? Only in the sense that I am not simply a tourist who is going to accept being lied to or not receiving what I paid for. And there was no mention of "destroying" their company. Only that I would contact the Revdex.com and post a review of my experience on relevant internet sites.Nonetheless, the booking agency that we booked this tour through has refunded 100% of the purchase price for the tour. Therefore, we are not seeking renumeration.
Sincerely,
* [redacted]

Revdex.com HawaiiAloha Thank you for informing us about this client's complaint. Unfortunately, we are in the middle of moving to a new location at this time and the entire company and its staff's attention taken up by this. Even though We can simply say in its entirety this complaint does not have...

even one point that is true and valid but the management of Royal Hawaiian limousine LOVES to answer to this entirely false complaint in detail. Especially when we can see that the client is simply trying to start a third world war in Hawaii with this dream to earn some benefit and recover from her trip expenses!  I personally met this client in [redacted] and still remember how many times they apologized because of their miserable mistakes that day.There were two more witnesses with me that day. As mentioned above the company and the entire staff are involved with moving to a new location.  We request extended time to be able to put all details together and send it to you.  Please allow 3 weeks extended time for our answer and we appreciate you in advance for your patience.   RegardsMa Supervisor RHL

Lets start with clarifying and showing what was the problem and in first place who started and created this problem.This client made a reservation from begining to end WRONG!! without providing:  1- Pick up location2- Pick up time 3- Any contact numberYou can understand easily these are the...

most important information that a company need to manage a pick up for one client specially for a sensitive tour like [redacted] .  You do not have any contact info from client, you do not know where your client is staying and they never choose the time that they like to be pick up ( we have 3 different pick up time 8:00, 10:00 & 12:00 noon ).  This is the beginning of problem and then client calling our office right after making reservation and leaving a message since lines were busy. We called him back as our call log had registered a missed call.  This reservation had been made with another company, the service order was not yet in our system as they made this reservation not directly with us but with a third party company. He asked us some general questions about the service and we gave him general answers.  These questions were about where would someone meet if they were meeting us in Waikiki and around what time they would need to be ready for pickup. This reservation would only enter our system after this customer called us. In addition, when the reservation did come through, there was no contact information or pickup location and no pick up requested time.  This is not the only reservation to come to us with sufficient information. There are many people who do this and these reservations and people who make them are the ones taking up our time, life and business !    On the day before the service, the service order had no phone number, time or pickup location.  In cases such as this, we usually place these reservations as late as possible to give them a chance to contact us and not be considered no shows.  In this case, the customer did contact us on same day of the service, and we notified him that he was on the 12:00 pm pickup.  In any event, our tickets for earlier had been dismissed. He mentioned that other people were being picked up on that hotel at 10:00 am.  This customer had made this reservation only two days before the tour date.  We had other passengers that had made a reservation months in advance.  He was still scheduled for a tour even with no way to contact him, we still had him on the schedule.  This person is also unusual.  He called our office after hours after 10:00 PM and started threatening us and began blackmailing us saying that he would destroy our company.  He was not in a reasonable state of mind and there was no way to even understand what he wanted since all he was doing was threatening us.  In the end, we provided the service we promised to him and him and his family were picked up for this tour and he is acting as if the world was going to end.  Even though his reservation from start to finish was wrong.

Dear Revdex.com Agent Aloha Let us thank you in advance for transferring our client's questions, concerns and complaints to us. Even though we believed from the beginning that this client's complaint is entirely not valid and is false, we have spent great time and resources to look at all aspects of their complaint to be sure to find out the truth. We have been fair with them and provided the most honest and correct information. The result of our investigation in regards with their complaint is as follows: 1- If a client has difficulty or a disability and due to their age that they cannot travel several miles in the morning to get to the airport and they need to be close to airport is not our problem or something that we are responsible for.  We strongly believe that we have never heard nor seen in the past 10,000 clients who used the exact same service during past several years any one who stayed in a hotel close to airport so as not to have to travel in the morning. If clients for their own comfort stayed close to the airport it is their own choice and we cannot be responsible for that. 2- If their flight got cancelled or the flight time has changed, the client has to understand that we do not own the airline. We purchased 2 tickets for them and we had been informed by the client that  the flight had been cancelled. The flight arrived with delay to Honolulu. The very first person who knew about this was the client as they were in the airport and they informed us. We have no knowledge that a flight will be cancelled or delayed and we received no prior notification about this delay.3- She complained about why the driver did not wait longer for her at the airport while she was waiting for wheelchair!We did the best that any company could ever do and hold 12 other passengers inside the vehicle for over 20 minutes for Mr & Mrs [redacted] and give them the opportunity to be picked up with the same group.  What else we can do for them ? what else do they expect ? there were 6 couples beside this dear client who sat down respectfully and patiently for over 20 minutes in the bus in Honolulu airport. This means we wasted 240 minutes ( in total ) of other people time to be sure that Mr & Mrs [redacted] were picked up.   Besides that, the WWII Valor in the [redacted] National Monument is not a regular park that you can arrive at any time you like.  People who had been sitting inside that vehicle had waited for over 20 minutes for Mr. & Mrs [redacted] they had 9:30 am tickets for the [redacted] and they left the airport at 9:03 am and they had only 30 minutes to: 1- Drive to [redacted] from Honolulu airport   2- The driver had to find parking, park the vehicle, and come out and provide drinks to everyone ( We provide complimentary drink to all client )3- Walk to the visitors center from commercial parking lot4- Wait for some of the clients who brought bags with them which they should not have brought any as we tell them and write for them many times before.  5- Walk inside [redacted] and be oriented by our staff for about 10 to 15 minutes 6- Then normally people use bathroom or walk to museums of the war and attack All of the above had to be done in only less 30 minutes left before the cut off and the one and only reason everyone had to be in that torturous situation is because of Mr & Mrs [redacted] because we waited for them over 20 minutes in Honolulu airport for them which we normally do not.  We would love to know what more they were expecting.  Our experience is that people who create problems are the same people who complain, they are the same people who disrespect others and are they same people who are making mistakes from A to Z (this complaint came from a client who made 6 other couples wait over 20 minutes in the vehicle in Honolulu airport.)  It is more interesting for you to hear from 14 clients who were in that vehicle, the only ones who did not follow our direction and brought bags and now the other 12 people have to wait again for Mr & Mrs [redacted] to go stand in line and check in their bags !! You see, all of these mistakes and these are the only clients who while they are on vacation have to go and stay in another hotel to be closer to airport! We have never heard and have never seen such a thing.  As mentioned to you, in our understanding people who do the first thing wrong normally does everything wrong as mentioned, from A to Z.  Lets continue the rest of day to see if we are correct or we are wrong. According to the National Park Service regulations, any client who is not standing and entering to the movie theater of [redacted] at the designated time which is printed on their ticket has legally lost their right to continue their tour and the National Park Service has the right to give his/her seat to other people who are waiting on a waiting list. What this client expected us to do and which we already did was to JEOPARDIZE THE RIGHT OF 6 OTHER COUPLES and risk everyone missing their tour because Mr & Mrs [redacted] want to wait for a wheelchair at the airport! Does this make sense?  They wanted us to discriminate against 12 people because of them! Unfortunately, that day we did discriminated and hold others for this people but according our new policy we would never do this again EVER. Returning back to the wheelchair driver made a great decision instead of wait 12 innocent humans in airport and lost their [redacted] ticket picked of the complaining clients and take them to the [redacted] and told the wheelchair guy which was late to meet them at [redacted].  What a great decision our driver made.  But sounds like Mrs. [redacted] want everyone be punished and lose and be torture because of her and her husband. In another part of her complaint Mrs.[redacted] wrote: After we entered the gate to [redacted] the van driver began walking and talking.  We could not neither hear her nor keep up with her. WE FELT WE WERE MISSING IMPORTANT INFORMATION ABOUT THE DAY'S EVENT!!!!!!!!!!!!!! Every employee of this company who read this part clearly understood that it sounds like this client is making all of these fake, unrelated, funny, and ridiculous nonsense complaints to get something.  We had this very bad experience with a group of people who were taking a trip and when they got back home, they will make dirty plans and file complaint cases about everybody and everything they purchased.  Simply they will try to recover money from their trip and hopefully they can make another sweet trip after.  We are not shy to say and to write this because it is clearly showing that Mrs. [redacted] has to complain so she wrote an orange and apple story and is trying to recover something from her trip.  For all of those who had once been in [redacted], it is easy to imagine what she wrote above about the driver is just a joke.  From entrance gate of [redacted] to where we stand and orient our clients is about 100 steps by foot and takes only about 20 seconds to walk.  Now, it is very strange that Mrs. [redacted] thought that she missed part of her tour in that 20 second. Remember that she is the same person that 6 other couples meaning 12 people been held waiting inside the bus for over 20 minutes at the Honolulu airport and later waited about 10 minutes for her outside of the [redacted] gate to check in her bags at the [redacted] visitor's center bag storage and not feel the same way and none ever complained about all these and Mrs. [redacted] feels this way with just 20 second of walking to orientation point next to audio desk she miss very important part of her tour !! WHAT A STRANGE FEELING!  WHAT A STRANGE WORLD!! on the other hand the driver had 12 clients with her besides Mrs. [redacted] and she is walking front of everyone and people are following her to get to orientation location which is about 20 seconds from the gate.  Can she walk shoulder to shoulder with everyone at the same time? It is very clear that Mrs. [redacted] like to make her orange and apple complaint longer and point by point to make this fantasy where everything was wrong! Mrs. [redacted] also wrote bunch of other stories that are not really appropriate to even answer.  Some of them such as:We sat in a dirty cement bench to eat ! We do not know if she meant that she was expecting that we put a massage chair for her or what.  The dirty cement chair that she is referring is a wonderful park style chair that [redacted] put there for 330,000,000 Americans who might visit this important historical park. [redacted] is a national cemetery, what do you expect? She wrote we were hungry. Nothing was planned or provided by the tour company! It is shame that this wonderful adult mature lady who we must unfortunately call her a client thinks that if she buys a tour we should feed her.  What a shameful request.  She knew she bought from a company that does not offer lunch with this tour which was [redacted] Hawaii tour.  Why is she claiming that she has to get lunch? (As the matter of fact our company offer lunch with majority of the clients who buy from us.  But [redacted] Hawaii Tour which Mrs [redacted] purchased from them were not offering any lunch at the time of purchase.)She wrote: The only thing available was a snack shop with sandwiches and candy bars. What a shameful story! This is a big lie! First, who cares what you eat?  Over 2,000,000 visitors a year are coming to [redacted] to pay their pure respects for those who lost their lives to save America.  This is not Disney land where she is complaining about eating. At the corner of the [redacted] visitor center right in front of the [redacted] has the most beautiful scenery, ocean front that you can sit for hours and days and months and never get tired and eat the most delicious American hot dog and soup and not only enjoy the ocean front seating but enjoy the most famous [redacted] in America. Then, this client who we truly can call her the QUEEN OF COMPLAINTS saying she had hours to do nothing! It is really shame that a person in her age is this much dishonest! They had tickets for the battleship [redacted], the [redacted] and the [redacted] Museum. Even though lying is very easy for people like Mrs. [redacted] but there is something called a purchase record which is showing that we purchased all these ticket for these clients and we paid for it.  Beside that do you think when a person like Mrs. [redacted] which purchased a tour without lunch complaining about what was not part of her package and a person who complaining about the cement bench of the national park should not complain about what suppose to be part of her package and she never got it ? If you like to know what was part of their package on that date and what she got from us here is a list:Airline ticket (Inter-island) for 2 passengers round trip     •    Small group luxury upgrade         •    Round-Trip Transportation from Honolulu airport to [redacted] and back       •    [redacted] Orientation    •    Ticket for [redacted] (for 2 passengers)    •    Ticket for [redacted] (for 2 passengers) + Pass for [redacted] Museum    •    Ticket for [redacted] (for 2 passengers)    •    Ticket for [redacted] museum (for 2 passengers)     •    An audio set for [redacted] (for 2 passengers)    •    An audio set for [redacted] Museum (for 2 passengers)    •    An audio set for [redacted] (for 2 passengers)    •    An audio set for [redacted] Museum (for 2 passengers) Is it make sense that she wrote they had nothing to do for hours? or is it make sense a drama queen client who have all these activities as part of her tour and got non of these said no word about all these missing paid tickets and activities here in this fake compliant ?NO IT DOES NOT MAKE SENSE.The client called two hours before her pick up time and requested to be returned back to the airport.  Please have attention that this client purchased a group tour and not a private tour/transfer and she has to come out at the designated time which was 4:00 pm. The head supervisor of the company walked up to them within 30 seconds of their call as he was just exiting the [redacted] at the moment the client called. He met with them and they asked to go sooner to the airport because they had nothing to do in [redacted] ! The head supervisor explained to them that they have the full day schedule of visiting the most important attractions in Hawaii such as the battleship [redacted], the [redacted], and the [redacted] Museum and visitor center at [redacted]. He asked them if they did all of these? First of course Mrs. [redacted] lied when she said that she did not know that she could do all of these.  They said that they didn't get any tickets from the driver! Then, when Mary our coordinator in [redacted] showed up a minute later and checked her record and said that our records showed that tickets were issued for them by the National Park Service and the driver had passed them to them in front of other clients and there was at least several other witnesses and when we presented them with this facts they said that they did get vouchers but that they had lost them all and other nonsense and orange and apple stories one after another!  Then the supervisor asked them that if they had a problem and needed help why did they not call our office?  Of course there was no answer. We called them more than 7 times that day and left messages as to why they did not answer their phone ? Then husband apologized deeply and said we did not bring that phone with us and we were calling the phone that he did not carry today.  Then they both apologized because for all the problems they created. At this moment 3 employees of company means head supervisor, [redacted] coordinator and chauffeur who brought them in were there as witness.The Supervisor managed a private return to the airport right away for them in less than 10 minutes and they left [redacted] at 2:20 pm while Mrs. [redacted] went in line to collect her bag from the storage again our female chauffeur pushed the husband in the wheelchair about 2 blocks to the vehicle. It is a shame that this client got all these services and made this fake shameful compliant.  However we do not want Mrs. [redacted] to leave empty handed as she spent so much time to make this shameful story. On the other hand, she was complaining about Royal Hawaiian Limousine and being disable friendly company.  In reality we were a very child, and handicapped friendly company.  The owner of company has a disabled child himself but because of this shameful compliant by Mrs. [redacted] in respect of all employees of RHL owner ordered to change the website policy page which you can see it and from now we will not discriminate against those who are not disable to service disabled people.  This means we did everything before for these kind of client to help them. But after this shameful story we will treat everyone equal and all the disable people who use our service in future should say thank you to Mrs. [redacted].  Owner of company also cancelled our new order disability vehicle which company was purchasing to assist disable people.  Again thank you to Mrs. [redacted].The client also wrote this as part of her letter to the Revdex.com about [redacted] LLC and the owner Mr. [redacted].  Mrs. [redacted] explained what a wonderful person he was to handle Mrs. [redacted] complaint and give them some refund and some other beautiful story about him. She also explained that Mr. [redacted] told her that because of 3 compliants he disconnected business with us and some other BOGUS stories.Please pay careful attention to the following important points:1- Mr. [redacted] did not disconnect his business with us only because of this. But the owner of Royal Hawaiian Limousine and all employees of our company got tired of Mr. [redacted], his company, his employees, and his clients and his dirty shameful games.2- Having 3 complaints in 8 months between over 2000 clients that we provide service to [redacted] clients means you can put us next to our Heavenly Father.  We live in a century that people complain about God. Mr. [redacted] is claiming he is not doing business with RHL because of 3 complaints between 2000 clients! As mentioned, Mr. [redacted] is a gamer but what he did not know was that we were all familiar with all his dirty business games and he cannot fool anyone here in our office. The rate of satisfaction among our clients from our service is 99.95% and we do not need Mr. [redacted] and his business and his dirty business games anymore.  It is fair enough to prove how unprofessional Mr. [redacted] is by saying that he never mentioned to you that he requested a refund for you and as we explained above you are not entitled to any refund because nothing was wrong with your service but with respect to his request, we said okay and we issue a refund for you and if he gave you money we paid what he asked us to pay and not him.  Did he mention that to you ? POSSIBLY NOT. But instead he advise you and taught you to go to Revdex.com and try to hurt our company! What a dirty mind he has and this is why entire tour activity and who ever some how is involved in tour business in Hawaii hate [redacted]!3- It is very shameful that Mr. [redacted] used people like you to improve his sales and using people like you to hurt his competitors. We have evidence on hand that Mr. [redacted] is using the dirtiest kind of tricks and politics to compete with others or put them out of business.  But because he feels very close to you and shared this kind of bogus information about us with you we would love to inform you and the Revdex.com and rest of the world there are group of customers that businesses call them " A pain in the neck ".  It is as if these people are from another planet.  These are the people who businesses hate them and these are the people complaining from airplane to cement branches in places like [redacted]. But unfortunately businesses have to handling them and dealing with them even though is very difficult because they are always trying to hurt companies.  Unfortunately we found out that Mr. [redacted] and [redacted] are regularly using these kind of clients to hurt their affiliate companies who work with them and also their competitors and put them out of business.  Mr. [redacted] consider himself as smart business man because from one side they earn the business and earn the commission from pain in the neck customers.  On the other side they will pass these clients to their affiliates which in reality is their competitor and make them cause trouble and make them involved with BOGUS STORIES and people spend days and week to fight this pain in neck clients and Mr. [redacted] can improve his business every hour and find better ways to hurt other companies online. We are assuming your service was one of these and we apologize to talk to you very straight because we can prove it.  But returning back to Mr. [redacted], it is very shameful that this man got all kinds of benefits from our company and use this kind of dirty shameful trick for their biggest closest affiliate. Mr. [redacted] is one of the most dirty gamer online that we ever know and he monopolized the online tour business in Hawaii for the past 2 decades. In Mr. [redacted] personal culture there is no friend and all are enemies.  There is no affiliate all are competitors .  Others are all dirty napkins for temporary use only.Mr. [redacted] has a PHD on playing games with people. Some kind of personality that we were not aware of existence of it before we knew him.We are uploading a file here for you to see what kind of personality Mr. [redacted] and his staff have.  God hates dirty gamer and protected us from months before this Mrs. [redacted]'s fake compliant story when God showed [redacted]'s real face to us by receiving an email that his staff had sent to us by mistake!! ( this email was sent to [redacted] but by mistake they CC us ). We recognized this kind of dirty business mentality as a shady businessman.  Someone who does all kinds of dirty tricks to put others out of business and earn little more MONEY. Please click on the link below to get to know Mr. [redacted], His company [redacted] LLC and his personality better:[redacted]Possibly this is what people never heard and seen before in their life. This is happening when Mr. [redacted] is in a good relationship with our company and its owner. Mr. [redacted] consider himself a great and smart business man and a business strategist.  But, unfortunately when you look at his life history you will easily figure out that he is a loser. Not a normal and regular loser BUT A DEEP AND BIG LOSER. Person who opened any business was either closed, or he quit, or they taken from him or any business he owned and running is build on water and can go down any moment.  We understand clearly and learned in years people like Mr. [redacted] spent most of their times to ripped off and damage others and put them out of business instead of improving their own business will get nowhere never in their life.  Clear example is when Mr. [redacted] was claiming to have another company in past called " Discover Hawaii [redacted] " and he ripped off everyone every way and every direction that human can imagine and plaid dirtiest game online and monopolized entire online tour business specially [redacted]s with creating many many many website selling the same thing under different name and many other games that we do not like to talk about them here and according his claim moved company to sell millions a year and at the end he has to live the company with out getting a ONE PENNY and walk out like a homeless! and leave everything for his partner! We do not like to waste our time here and giving loser history of Mr. [redacted] but it is fair to say we never seen any dirty gamer like him in all entire of our lives! The letter above show and prove that he is ONE OF THE KIND said Hawaiian.4- With all due respect, to be honest we strongly believe you were one of those clients who [redacted] understood that can earn a big benefit from you which he thinks he did.  You purchased a tour and any human who read your fake complaint can easily understand the only thing you did not complain about were the fishes in the Hawaiian ocean! For example as part of your fake complaint you had been asking for lunch or at least a dinner from us! Is it not shameful that you purchased a tour package from [redacted] which had no food included and then you are asking for what was not included ? Then you wrote “ This is not the way Americans do Business “ Do you really believe in what you wrote Mrs. [redacted]? If your answer is yes than why did you write several pages of orange and apple stories and many nonsense stories for your fake complaint ?  Should we not believe that Mr. [redacted] made you a customer and you are not a real customer to put this fake complaint about us and hurt our business online and give Mr. [redacted] the opportunity to sell more ? On the other hand Mr. [redacted] knows better than any human that no food was included in your package as he sold it to you and when we wrote this as an answer to your nonsense complaint he told you our answer was rude! We are really ashamed to mention that rudeness is a part of Mr. [redacted]'s business and personal culture.  Otherwise if he called himself a business man he should not tell all these BOGUS stories behind a business partner because of one complaint from someone like you, which every normal human who reads or listens to your nonsense complaints can easily understand none of your words are true and worth consideration. It is very clear that there is a connection between you and Mr. [redacted] otherwise Mr. [redacted] should be totally insane to tell you what he told you behind us as a business affiliate. It is very clear that he designed this complaint and he coached you. There were three adult witnesses who met with you in [redacted] and can testify on how many times you apologized for the all the problems you created that day.  We provide service to over 15,000 clients a year and we have never had someone claim what you are claiming. We are very sorry for you and for your friend Mr. [redacted] that your plan did not work and you cannot destroy our business.  We provided not only the service you purchased and we promised but as explained at beginning of this letter even more. We wish you a great life and long and healthy partnership with Mr. [redacted] and please inform Mr. [redacted] about our response and send him all the details and the link.  Hopefully Mr. [redacted] may feel a little shame and in the future play his dirty games more carefully.  Because RIPPING OFF a business partner is not a smart way of living especially in Hawaii which is a very small place and people all know each other. We are so glad that we do not do any business with [redacted] and [redacted] and we are not hearing his rude staff voice any more.( Beside one female most of his staff were rude on the phone and you can see from above link how they were on email ). For Mr. [redacted] quality and class and honesty is not important and he proved this many times.  In Royal Hawaiian Limousine we still laughing when the owner of our company offered complimentary ride to Mr. [redacted] to Honolulu airport by the late model vehicle and he mentioned he will use the Uber and he feel it is the same. What a funny, rude and shameful comment from a business man. Some of our clients use of airport service and pay several hundred dollars for service and they pay almost same amount of money as tip to the chauffeur. In Mr. [redacted] eyes Uber is better or same! WHAT A SHAME!In Royal Hawaiian Limousine we are proud that we provide outstanding service and we stand behind our promises and most of our clients are satisfied and happy.  We do not play dirty games online and we respect our clients the same way that we are expecting they respect us.       RegardsCustomer Service RHL

The information regarding where we would be picked up, what time, where to park, and what type of vehicle to look for was provided by a representative of the company during a telephone conversation two days before the tour was scheduled. How else would we have known where to go (since the pick-up location was in front of a hotel  -- not at the tour operator's "offices") or who to look for?