Silva Cleaning

Initial Business Response /* (1000, 5, 2017/07/06) */
My email to *** is attached below I never received a response All the equipment for the vehicle was in the vehicle, the driver was unable to remove the tire, we paid a service to come fix the issue As my email says I am willing to discuss
a discount, but not willing offer a full refund
Hey ***,
I am sorry you had a less than desirable experience The front of our vehicles are not designed to hold a passenger, it is never offer in our service As for the tire that is out of our control, the vehicle had brand new tires installed last week, we cannot control road debris I also have our shop looking into the air conditioner, as you know our area set records for high temps yesterday, during these periods or extreme heat event the best air conditioners cannot keep up
I am happy to discuss a discount with you but a full refund is not an option
Thanks!
***

Initial Business Response /* (1000, 5, 2015/12/15) */
This complaint is invalid She was taken to the airport in a Chrysler sedan which is in perfect condition, we use it all the time it has never had a complaint about the condition She booked her trips incorrectly via the internet, our
agents have no way of knowing her intensions She entered the airport as a pidestination on her return trip, she should have entered her hotel information We have no way of knowing where she wants to go, or when unless she enters the information correctly We sent a car to the airport on 12/06/15, I will not refund her as I had all the same costs involved In my opinion she did not realize how close her hotel was to the airport, and figured she could have taken a less expensive mode of transportation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response that Bell's Limo provided is not logical and incorrect In accordance with the Federal Trade Commission, Bureau of Consumer Protection guidelines, what Bell's Limo did to me and my family amounts to a scam and or fraud because the company did not make good on their promise of services and therefore cheated me out of my money for poor services on December 3rd and services not rendered on December 6th
Specifically, the company did not make good on its promises of "private transportation services" on December 3rd when my family and I exited the airport and had to look for the driver who was found parked in the airport parking lot We had to handle our own luggage from the baggage claim area to the airport parking lot which is unacceptable for private transportation The car that was sent to pick us up was dirty on the outside and the inside and you could hear a rattling sound coming from it
Bell's claim of using a vehicle all the time and never having a complaint does not substantiate a claim that the vehicle was in good working condition I am requesting a partial refund of $dollars for December 3rd because Bell's Limo did not make good on their promise of services and therefore accepted full payment for services that I clearly identified to the company as not exceeding my expectations in all aspects of transportation as indicated on Bell's official website (see attached pg1)
The company also did not make good on their promise of services on December 6th when my family and I was left stranded at the airport because the driver was a no-show I am requesting a full refund for December 6th in the amount of $
The company's claim that:
The trip was booked incorrectly via the internet
That I entered the airport instead of the hotel as a return trip
That the agents did not know my intentions or where I wanted to go
And that I was unaware of how close the hotel was to the airport and figured I could take less expensive mode of transportation
I will address each one of these claims individually First, I would like to point out that on Bell's Limo website they claim "Bell's Limo strives to exceed your expectation in all aspects of transportation (see attached, pg.1)", they also claim "Your experience is our number one priority, and we go the extra mile to give you the best VIP treatment which has come to be known as our signature serviceWe pamper you! (see attached pg.2)."
On claim and 2, Bell's Limo accusations are In accordance with Bell's Limo website, under place a reservation, (see attached page 3) you are only able to request a reservation for the initial leg of a trip until you receive an email or call from the company Bell's has a note on that page which state "All online reservations must be approvedI was under the impression that for $I was receiving round trip private transportation and there was nothing on the website to indicate otherwise
So, it was only when I received a call from Bell's Limo that I was informed that my trip was not round trip transportation and was asked if I wanted round trip transportation I agreed via telephone to round trip transportation and the return reservation was coordinated with Bell's Limo staff
Bell's reservation practices are suggestive of bait and switch which is a form of fraud I was initially led to believe I was receiving round trip transportation for $but upon receiving a call from Bell's Limo, I was informed the price was $for round trip This suggestion of bait and switch confirms claim 2; that I did not enter information on the return trip because the return had to be approved and coordinated through the company (see attached pg.3)
On claim 3, Bell's accusations that the agents did not know my intentions or where I wanted to go are The company calls clients prior to commencing services to confirm time and location I was called by Bell's prior to commencement of services on December 3rd and I was called prior to commencement of services on December 6th to confirm time and locationSo, the agents were aware of my intentions and where I wanted to go Additionally, in accordance with Bell's Limo website (see attached pg.5); it states "All trips originate and terminate at the airport
On claim 4, Bell's accusations that I was unaware of how close the hotel was to the airport and figured I could take less expensive mode of transportation are I had 24hrs to cancel my return reservation for December 6th if I chose to do so but I did not cancel Instead, I sent Bell's an email notifying them that passenger count changed from passengers to passengers which validates that I was not looking for an inexpensive return option I was also personally called by Bell's staff the day before to confirm time and location in which I accepted
Let me be very clear that this complaint is not going away and that I am confident that the Bureau of Consumer Protection as well as a court of law will agree that the remedy that I have suggested to this company of a partial refund in the amount of $for poor services of December 3rd and a full refund in the amount of $for services not rendered on December 6th is fair and reasonable If this complaint ends up in court, the company will be at a much greater risk than the clientNot to mention an inquiry into claims of accusations of scam, fraud and bait and switch practices of this company I urge Bell's Limo to process a total refund to me in the amount of $within days of receiving this response
Final Business Response /* (4000, 30, 2016/02/03) */
*** claimed she called to check transportation times, not to alter reservations, the phone records are irrelevant
The driver was a no-show at the *** because he was at the airport, per ***'s online reservation
The paragraph quoted is speaking about our billing times We charge starting at the RNO airport when the driver picks up their paperwork (or passenger), and the time stops when the driver returns to the airport Our drivers are not sitting at the airport waiting
This will be my final response on this matter, I consider this case closed
Final Consumer Response /* (4200, 32, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business response that this issue is closed I was clearly taken advantage of by Bell's Limo The owner refuses to accept responsibility for their error even with documented evidence that a staff member from their office phoned me (shows incoming) to confirm pickup time & locationAgain, the person I spoke with clearly was aware of me being at the hotel because I was concerned I would not make it to the airport in time, in which the staff member assured me we would make it It would not make sense nor is it logical that anyone would receive an incoming call from a business whom had the responsibility to transport a client not to confirm pickup time and location It would also not make sense that documented on my phone records I phoned them three times the morning of pickup because they were a no show Bell's Limo should receive an poor rating because the customer services they provided was unacceptable and inconsistent with what they claim the company stands for I would not recommend this company to anyone and will continue to pursue this company for money that is owed to me in the amount of $