Limo To Go's reply:
We appreciate this opportunity to address your concerns.
We regret the confusion over the cancellation of the one-hour extra shuttle service.
We also regret that our call to you went unanswered on the night of your service to immediately address this issue.
Earlier in the day, our limousine driver was told that there was enough room in the limousine to transport everyone at the end of the night, even though we had bus and driver scheduled to go. We do not want to get into a situation where we send out a vehicle, only to be told that it was cancelled and then have the expectation that a refund will be provided after the fact. We decided to promptly refund you the portion of the contract which was the unused one-hour shuttle service, which you accepted. The refund was sent via email transfer, rather than through your credit card company with which you paid, which could take up to 7 business days to complete. We hope that you enjoyed the stretch limousine's elegant, spacious interior, comfortable air conditioning, bottled water on ice and the sound system with subwoofers and Bluetooth connectivity. Why would there be an expectation of additional refund beyond the cancelled shuttle bus?
As for the prepayment, this is a standard requirement for our limousine company for wedding service. It is not uncommon for us to receive multiple wedding service requests for the same vehicle on the same day. Therefore, we need to ensure that our vehicles are bought and fully paid for 15 days in advance. It is not a method of questionable or unsavoury practice. Weddings are costly. That is why we offer our clients who plan in advance a payment schedule as an added convenience.
Proper communication between our company and our clients is essential when planning and executing contracted transportation services. Our phones are answered 24/7 if there are any concerns or issues and we work hard to ensure that every passenger is driven in a safe, timely fashion. The name of the driver and direct cell phone number was sent to you the day of your service without acknowledgment on your part. We ask for the best contact phone number for the day of service at the time of booking (bride, groom, wedding planner, family member, etc.) to ensure proper communication. For whatever reason, the number you provided went unanswered twice.
We are pleased that everyone was transferred safely and timely. Thank you for your comments. We will use them moving forward to further improve our service.