Tamarind at Stoneridge

This letter is in response to the complaint filed by [redacted] , of [redacted] a [redacted] Company.Let me start by saying that we have worked with this group for the last years and it was a pleasure doing business with them.We dealt with [redacted] , almost on a daily basis prior to the arrival of her groupWe even dealt with last minute cancellations and adjustments when dealing with this group.On the day in question April 6, we had an SUV scheduled to pick up MrBob [redacted] from the airport along with another partyThe way [redacted] scheduled the transfer she said to have them all ride together in the SUV to the hotel.Upon arrival, my driver was waiting at the cell phone parking lot since 9:30amThe flight arrived into Kahului at 10:29amMy greeter met Mr [redacted] at 1041am and escorted him to the baggage claimmy greeter informed Mr [redacted] that we need to wait for the other party traveling with him and his girlfriend to obtain their luggageMr [redacted] did not want to wait or walk to the North Gate where the vehicle was waitingHe took it upon himself to yell at my greeter telling her “I’M NOT GOING THERE OR WAITING FOR ANYONE ELSE DON’T YOU KNOW WHO THE F [redacted] I AM?” At that point my greeter let him walk to wherever he wanted to go but she kept an eye on himall luggage was claimed for both partiesThere was a discrepancy in count as the party of traveling with this pick up was actually a party of (to which we had no prior knowledge of the extra person) all luggage was claimed and party was asked to walk to the Center at #due to the owner already being there.1110: The SUV that was waiting at the North Gate since was now at center island #sitting in limbo due to the outrageous actions of Mr***He was hollering up and down at the center island using profanity and speaking very ill of our companyMy driver tried to talk very calmly to him and the group and he just wouldn’t listen.1115: The airport security called our offices and asked us who this guy was as he was acting belligerent and they will detain him if does not calm down.1120: The other people travelling with Mr[redacted] decided to take a taxi, due to the fact that there was no room for all their luggage due to the extra person that was not on our manifestWhich left Mr [redacted] and his girlfriend.1125: My driver loaded Mr [redacted] and his girlfriend into the SUV, ignoring all of his comments that he was telling himThen Mr [redacted] gave the baggage guy a $dollar tip literally for doing not [redacted] but told my driver to watch as he gave the man the money.1145: My driver calls me while in transit to the [redacted] with Mr***, to let me know that Mr [redacted] is verbally abusing himI asked him what he was saying so he put me on speaker phone while Mr [redacted] said “you are an f*Stupid a**hole, Not [redacted] but a worthless driver, what kind of it doesn’t know how to drive, and he told my driver he should go back to wherever it is he comes from” I heard verbatim the above verbal abuse that came out of Mr***’s mouthAt that point I told my driver to pull over and tell Mr [redacted] to vacate the vehicle as he doesn’t need to put up with this abuseMy driver hung up the phone and the next call I got is when he dropped him off at the ***.1220: My driver called to tell me that he dropped off Mr [redacted] at the ***He said that as soon as he got there Mr [redacted] jumped out of the car and signaled for the bell hopAs my driver was unloading his luggage he called my driver’s attention to the bell hop guyHe gave the bell hop guy $and told my driver to have a “Bad f*ing rest of his day” and he walked offMy driver said he felt so worthless and upset and was unable to continue driving for the rest of the dayI brought him back to baseWhen he got back to base he said in all his life he never ever experienced or felt that much hate and animosity thrown at him for no reasonHe was just doing his job and that he was sitting at the airport over an hour before the clients flight arrivedHe said that he needed the rest of the day off and I gave it to him.1330: I spoke to [redacted] to tell her everyt [redacted] that transpired1645: I called [redacted] to let her know we would not be doing her groups transfers.How the president of their company conducted himself towards our driver was totally unacceptableIt was a very hard decision for me to make and one that I know if I was a driver I wouldn’t want to be subjected to such abuse from anyone no matter if they were the president of the company or just an employeeMr [redacted] sure set the precedent for his organizationI also reminded [redacted] that our policy as indicated in the all the years we have done business with her was no refund if less than hours or cancellation by either partyOur cancellation policy is as follows:***All Prices are based on chartered rates to maximize group travel per vehicleAdditional fees will occur should vehicles be needed pass the allotted quoted time and will be charged as used.***Cancellations at no charge up to hours prior to initial pitimeAny cancellation for any reason by either party hours or less before pitime will be charged the full rate for the ride.Upon confirmation of services, we do require a 50% (non-refundable deposit) and three (3) days before transportation is provided, we require the balance.She was very apologetic in regards to her boss’s behaviorI told her that if there was to be a refund we will contact them

Complaint: [redacted] I am rejecting this response mainly because my comments in red, but I would like to also clarify a few other t***s listed in the attachment: Greeter escorted the party of to the Center at # All had been waiting at the Center at #for approximately minutes, when Greeter asked party of to go to North Gate All were already there and preferred the vehicle to go to them While waiting for vehicle to arrive, Mr [redacted] spotted another vehicle/driver from the same company and asked if they could hire them to fit everyone else Driver of that vehicle was extremely rude to him and basically said no When the actual vehicle arrived, the vehicle only had room for people plus luggage So even if there was an extra person that wasn't listed, there wasn't room for a party of with luggage Not sure about the comment about Security at the airport, I would like to assume if Mr [redacted] was as bad as they are saying, the Security would have gone up to him personally or at least the group he was with No one did I, too, was on the phone with Mr [redacted] while he was in transit to the *** I did not here Mr [redacted] say anyt [redacted] you listed on the previous attachment He did, however, tell me how upset he was for all the time wasted, etc I spoke to Shekinah, when she called me later that afternoon (pacific time) to notify me of the incident Shekinah NEVER mentioned anyt [redacted] about the refund policy and that we wouldn't be receiving a refund Instead, she told me that Roxanne was out that day but would be back tomorrow and that I would receive an email from her stating that they were cancelling our service and providing us with a refund While I appreciate the 50% refund, I would prefer a refund for the remainder of the services - if Mr [redacted] was the only person they had an issue with, we could have still used their services for the remainder of the group and cancelled/withdrawn our deposit for Mr ***'s pick up on 4/ Also, if the refund policy states hours - our pick up on 4/should have already been refunded to us since the incident happened on 4/ I would like the full refund of our transfers on 4/10/($1,plus gratuity and tax) and I will take 50% refund for our 4/7/transfers I gave the company plenty of time to respond, but never heard from anyone until I submitted a complaint to the Revdex.com on 6/30/and the last time I spoke to Shekinah was on 4/6/ Emails were sent to Shekinah & [redacted] and no one ever responded Sincerely, [redacted] ***

Subject: Complaint ID#***Hi Ms*** ***,This is to inform you that I have directly contacted Ms*** *** and was able to spoke with herToday, we are mailing out to her a full refund of the lei in the amount of $as per her request.Further, we are taking preventive action to
address this incident just so it may not happen again in the future.Thank you."Simple change, big difference..."Leny RM***Human Resources/Office ManagerVIP Trans, Inc

Complaint: [redacted]
I am rejecting this response mainly because my comments in red, but I would like to also clarify a few other t[redacted]s listed in the attachment:
Greeter escorted the party of 5 to the Center at #2
All 5 had been waiting at the Center at #2 for
approximately 20 minutes, when Greeter asked party of 5 to go to North Gate.  All 5 were already there and preferred the vehicle to
go to them.
While waiting for vehicle to arrive, Mr. [redacted] spotted
another vehicle/driver from the same company and asked if they could hire
them to fit everyone else.  Driver of that vehicle was extremely rude
to him and basically said no.
When the actual vehicle arrived, the vehicle only had
room for 2 people plus luggage.  So even if there was an extra person
that wasn't listed, there wasn't room for a party of 4 with luggage.
Not sure about the comment about Security at the airport, I would
like to assume if Mr. [redacted] was as bad as they are saying, the Security
would have gone up to him personally or at least the group he was with.
 No one did.
I, too, was on the phone with Mr. [redacted] while he was in
transit to the [redacted].  I did not here Mr.
[redacted] say anyt[redacted] you listed on the previous attachment.  He did,
however, tell me how upset he was for all the time wasted, etc.
I spoke to Shekinah, when she called me later that
afternoon (pacific time) to notify me of the incident.  Shekinah NEVER
mentioned anyt[redacted] about the refund policy and that we wouldn't be
receiving a refund.  Instead, she told me that Roxanne was out that
day but would be back tomorrow and that I would receive an email from her
stating that they were cancelling our service and providing us with a
refund.  While I appreciate the 50% refund, I would prefer a
refund for the remainder of the services - if Mr. [redacted] was the only
person they had an issue with, we could have still used their services for
the remainder of the group and cancelled/withdrawn our deposit for Mr.
[redacted]'s pick up on 4/10.  Also, if the refund policy states 72 hours
- our pick up on 4/10 should have already been refunded to us since the
incident happened on 4/6.  I would like the full refund of our transfers on 4/10/16 ($1,843 plus gratuity and tax) and I will take 50% refund for our 4/7/16 transfers.  I gave the company plenty of time to respond, but never heard from anyone until I submitted a complaint to the Revdex.com on 6/30/16 and the last time I spoke to Shekinah was on 4/6/16.  Emails were sent to Shekinah & [redacted] and no one ever responded.
Sincerely,
[redacted]

This letter is in response to the complaint filed by [redacted], of [redacted] a [redacted] Company.Let me start by saying that we have worked with this group for the last 2 years and it was a pleasure doing business with them.We dealt with [redacted], almost on a daily basis prior to the...

arrival of her group. We even dealt with last minute cancellations and adjustments when dealing with this group.On the day in question April 6, 2016 we had an SUV scheduled to pick up Mr. Bob [redacted] from the airport along with another party. The way [redacted] scheduled the transfer she said to have them all ride together in the SUV to the hotel.Upon arrival, my driver was waiting at the cell phone parking lot since 9:30am. The flight arrived into Kahului at 10:29am. My greeter met Mr. [redacted] at 1041am and escorted him to the baggage claim. 1050 my greeter informed Mr. [redacted] that we need to wait for the other party traveling with him and his girlfriend to obtain their luggage. 1050 Mr. [redacted] did not want to wait or walk to the North Gate where the vehicle was waiting. He took it upon himself to yell at my greeter telling her “I’M NOT GOING THERE OR WAITING FOR ANYONE ELSE…DON’T YOU KNOW WHO THE F[redacted] I AM?” . At that point my greeter let him walk to wherever he wanted to go but she kept an eye on him.1057 all luggage was claimed for both parties. There was a discrepancy in count as the party of 2 traveling with this pick up was actually a party of 3 (to which we had no prior knowledge of the extra person) all luggage was claimed and party was asked to walk to the Center at #2 due to the owner already being there.1110: The SUV that was waiting at the North Gate since 930 was now at center island #2 sitting in limbo due to the outrageous actions of Mr. [redacted]. He was hollering up and down at the center island using profanity and speaking very ill of our company. My driver tried to talk very calmly to him and the group and he just wouldn’t listen.1115: The airport security called our offices and asked us who this guy was as he was acting belligerent and they will detain him if does not calm down.1120: The other people travelling with Mr.[redacted] decided to take a taxi, due to the fact that there was no room for all their luggage due to the extra person that was not on our manifest. Which left Mr. [redacted] and his girlfriend.1125: My driver loaded Mr. [redacted] and his girlfriend into the SUV, ignoring all of his comments that he was telling him. Then Mr. [redacted] gave the baggage guy a $100 dollar tip literally for doing not[redacted] but told my driver to watch as he gave the man the money.1145: My driver calls me while in transit to the [redacted] with Mr. [redacted], to let me know that Mr. [redacted] is verbally abusing him. I asked him what he was saying so he put me on speaker phone while Mr. [redacted] said “you are an f[redacted]Stupid a**hole, Not[redacted] but a worthless driver, what kind of it doesn’t know how to drive, and he told my driver he should go back to wherever it is he comes from” I heard verbatim the above verbal abuse that came out of Mr. [redacted]’s mouth. At that point I told my driver to pull over and tell Mr. [redacted] to vacate the vehicle as he doesn’t need to put up with this abuse. My driver hung up the phone and the next call I got is when he dropped him off at the [redacted].1220: My driver called to tell me that he dropped off Mr. [redacted] at the [redacted]. He said that as soon as he got there Mr. [redacted] jumped out of the car and signaled for the bell hop. As my driver was unloading his luggage he called my driver’s attention to the bell hop guy. He gave the bell hop guy $100 and told my driver to have a “Bad F[redacted]ing rest of his day” and he walked off. My driver said he felt so worthless and upset and was unable to continue driving for the rest of the day. I brought him back to base. When he got back to base he said in all his life he never ever experienced or felt that much hate and animosity thrown at him for no reason. He was just doing his job and that he was sitting at the airport over an hour before the clients flight arrived. He said that he needed the rest of the day off and I gave it to him.1330: I spoke to [redacted] to tell her everyt[redacted] that transpired1645: I called [redacted] to let her know we would not be doing her groups transfers.How the president of their company conducted himself towards our driver was totally unacceptable. It was a very hard decision for me to make and one that I know if I was a driver I wouldn’t want to be subjected to such abuse from anyone no matter if they were the president of the company or just an employee. Mr. [redacted] sure set the precedent for his organization. I also reminded [redacted] that our policy as indicated in the all the years we have done business with her was no refund if less than 72 hours or cancellation by either party. Our cancellation policy is as follows:[redacted]All Prices are based on chartered rates to maximize group travel per vehicle. Additional fees will occur should vehicles be needed pass the allotted quoted time and will be charged as used.[redacted]Cancellations at no charge up to 72 hours prior to initial pick-up time. Any cancellation for any reason by either party 72 hours or less before pick-up time will be charged the full rate for the ride.Upon confirmation of services, we do require a 50% (non-refundable deposit) and three (3) days before transportation is provided, we require the balance.She was very apologetic in regards to her boss’s behavior. I told her that if there was to be a refund we will contact them.