All Around Limousine Service

Initial Business Response /(1000, 5, 2017/10/11) */
***,

I am sorry that we missed your calls. I did message you around 9-30-17 to explain that the driver was unavailable to share his side of the story as he was admitted into the ICU. I was not made aware of the issue until almost 1 week after your reservation. The driver was recently discharged from the hospital was able to share his side of the story. He explained that he collected the balance due at the time of pick up. He stated that the additional gratuity was passed to him through the divider window. If there was any confusion with the amount this should have been handled at the time of pick up. As a customer you have the option to tip for the service at any time you like. With large groups however, we add the standard gratuity to the bill. This was made clear when you booked the limo. The total fare with gratuity was $540 for round trip service, the additional stops were *** The total came to *** and this includes the standard gratuity. The driver did not charge for the additional stop at White Castle for your group to eat after the concert. The additional stop with 30 minutes of stand by time would be *** To resolve the issue I can offer a $50 refund to compensate for the poor communication. Please let know if you would accept this refund, also let me know if it should be via check or cash. Thank you!

Initial Consumer Rebuttal /(3000, 7, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told by the driver the tip wasn't included and we would have to give extra money for tip(I always tip no matter what) so being that he told me it wasn't included we collected more money for him bc we were under the impression he wasn't going to be getting tip from the total which was a lie so he got double tip for very very poor service. The additional stop was offered he did not say ' I'll stop at White Castle for an additional *** if he had stated that I would have said no. He also told us we had to clean his limo because he doesn't get paid to do that. He smoked the whole time in the limo (even tho we had a passenger in our group that was allergic) then he locked the windows in the down position so we couldn't roll them up. I will not accept just the $50, I want the whole *** back. I also called the Monday after and no one answered the phone, I continued to call every day after so by the time someone actually answered the phone it was s week later(not my fault) and the own has yet to contact me personally every thing has been thru Facebook messenger

Final Business Response /(4000, 9, 2017/10/12) */
Yes, as explained to you when you booked the limo, the office staff stated that the *** total included gratuity and the extra stop. Towards the end of the night you tipped the driver the additional *** or *** and later asked to make an additional stop at White Castle (30 min). After the additional tip, the driver agreed to the extra stop, and he covered the time out of that money collected with the company. For the miscommunication and other alleged issues I can refund you *** This is my final offer in an attempt to resolve this issue. Thank you!

Final Consumer Response /(2000, 11, 2017/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still think your misunderstanding the issue here but I don't have any more time to waste with this company, I'll take the *** bc it's better than nothing but I can promise you myself and no one surrounded around me will never use this company because of their failure to communicate, answer there phone or make their clients happy. I've never in my life been treated so poorly for something I've paid for