Shima Limousine Service

Tell us why here...The client did indeed rent the vehicle on 11-6-the price given was given at a discounted rate of per hr + 20% tip + 10% gas and 7% sales tax This rate is only quoted at hours or more Every evening the fleet is checked over for safety and maintenance - it was discovered that the air-conditioning was blowing warm The state of ohio does not allow for prosecution on a mechanical issue unless it was know at the time of rental All of our coaches are serviced at [redacted] in Mentor Ohio We assured them that the coach was being worked on and as soon as it was finished we could send to their wedding The issue became it needed a new compressor and that was not delivered until Thursday of the next week Certainly being a a reputable service we sent two passenger limousines to service them and not strand the wedding party Each vehicle at the discounted rate for hours would be for each vehicle Our fleet is serviced and maintained daily We certainly do not want to ever have a service issue of any type at any time - that would only make sense, but the vehicles are mechanical and do have mechanical issues We were able to move vehicles around for the day to be able to still accommodate the party without ruining their day We did offer during the run that if they did not want to use the service we could bring the limousines back and refund their deposit they choose to keep the vehicles We always go over and beyond for our clients as we did in this case alsoThe shop we use is in Mentor Ohio and the drivers did let the clients know that if they doubted they were working on it to see it - as stated we would be more than happy to provide its service records We are one of the only services that always finds a solution for our clients in the case of a mechanical failure even at an expense to ourselves We would offer a good customer refund of if they indeed would be satisfiedthank youMicheleShima Limousine

[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 ***, and find that this resolution is satisfactory to me. The bigger issue, more than the monetary portion, was the customer service that I received. Very frustrating. For the record, I HAVE used Shima Limousine service in the past, reference Trip Numbers:***- 12/10/16***- 12/17/16***- 7/3/
Thank you kindly for your attention to this matter
*** ***

First of all Mr. [redacted] did speak with Susan in our office.  His driver Roberto did call in at the end of the run as the drivers do.  He informed the office that he received a 50.00 tip and asked if the client had a credit card on file for the balance - he was informed yes that he...

did.  When a client pays a run in full in cash they always receive a receipt for cash payment of the run from the driver.  This did not occur.  Roberto our driver has been with us for three years and we have never had a problem with him collecting a run.  In the 31 years we have been in business we have never had a problem.  The client was informed that he was indicating that he had paid the driver and was in no way mistaken - that the driver would be terminated and prosecuted for theft.we told him that the owner would not be in until sometime on Monday - do to a death in the family we did not speak to her until 1210am which was too late to call Mr [redacted] back.  He does indicate that he has rented many times - but no runs appear in his name from the past.  Our driver did show Amanda in our office whom he phoned into the 50.00 he received.  We were informed that we could credit the run to Mr. [redacted] although we are certain no funds were received.  The matter has now been turned over to our attorney. a credit was issued to Mr. [redacted] and all clients will be informed in the future that a run that is supposedly paid in cash will only be honored if they have the receipt from the driver that they issue.  We are and our drivers are not thieves in any fashion - 31 years to rely on for this. we will assume that the client should be more than happy that we have paid for his night out. thank you

Tell us why here...The client did indeed rent the vehicle on 11-6-15 the price given was given at a discounted rate of 85.00 per hr + 20% tip + 10% gas and 7% sales tax.  This rate is only quoted at 8 hours or more.  Every evening the fleet is checked over for safety and maintenance - it...

was discovered that the air-conditioning was blowing warm.  The state of ohio does not allow for prosecution on a mechanical issue unless it was know at the time of rental.  All of our coaches are serviced at [redacted] in Mentor Ohio.  We assured them that the coach was being worked on and as soon as it was finished we could send to their wedding.   The issue became it needed a new compressor and that was not delivered until Thursday of the next week.  Certainly being a a reputable service we sent two 10 passenger limousines to service them and not strand the wedding party.  Each vehicle at the discounted rate for 8 hours would be 550.80 for each vehicle.  Our fleet is serviced and maintained daily.  We certainly do not want to ever have a service issue of any type at any time - that would only make sense, but the vehicles are mechanical and do have mechanical issues.  We were able to move vehicles around for the day to be able to still accommodate the party without ruining their day.  We did offer during the run that if they did not want to use the service we could bring the limousines back and refund their deposit they choose to keep the vehicles.  We always go over and beyond for our clients as we did in this case also. The shop we use is in Mentor Ohio and the drivers did let the clients know that if they doubted they were working on it to see it - as stated we would be more than happy to provide its service records.  We are one of the only services that always finds a solution for our clients in the case of a mechanical failure even at an expense to ourselves.  We would offer a good customer refund of 200.00 if they indeed would be satisfied. thank youMicheleShima Limousine

The limousine the day of the run had a tire pressure issue - as we felt it was not safe a limousine coach was sent in its place.  The vehicle that was sent does rent out for 3 times the amount of the limousine.  It is a limousine inside built on a coach bus.  We had and just had the...

bus inspected by the state and there was indeed not unsecured or unsafe windows on the bus.  The bus does have drop down stiars and in the case should someone choose to agrue much easier to get in and out of than a limousine as hou can stand versus squat - bend and slide.  The vehicle was rented before them and the driver did indicate the previous client left two bottle caps that he had missed.  The limo coaches are equipped with air ride which on the roadways makes them a smoother ride than again an actual limousine.  No one in the party fell at all that evening.  Since the limousine had a mechanical issue we could not control we did everything possible to ensure the client a great evening.  We will offer a discount of 100.00 since the client was displeased with the vehicle they received.  We did everything possible to provide a great evening without ruining the clients plans.  We are truly sorry that they were disappointed.