Mr***I have received your complaint from the Revdex.com today, and I would like to start by apologizing for the unfortunate events that resulted in the cancelling of your reservationsDue to the damages sustained to our Hotel during Hurricane Harvey (not Irma), we were unable to
accommodate incoming reservations for several dates through September, October, and NovemberWe still to this day have un-rentable rooms, and our entire Banquets facility has been reduced to bare studs and open ceilings due to the water damageAlso, when Hurricane Harvey hit Houston, we had dozens of evacuees come to our hotel under FEMA who asked the Hospitality Industry to accept those reservations with no expected departure dateAs you can imagine, this created an inventory issue where we had dates that we were up to rooms oversoldThe dates of your reservation were just of those dates through November that our inventory was affected by thisBecause of this, we started calling our arrivals and attempted to relocate them as best as we couldWe had also asked our booking partners to re-book all of their reservations to other hotels until the end of NovemberI am very sorry that this happened, but unfortunately we did not have any other optionsThe decision to be proactive in relocating our arrivals was made as a courtesy to our guests to prevent them from coming all the way here, only to find out that they didn’t have a room on their day of arrivalAs you can imagine, I have made and received several hundred phone calls as a result of this situation and have tried to accommodate all requests, as I will continue to do so for at least the next 2-months during the recovery of our property. I completely understand your frustrations, and I wish there would have been more that we could have done to accommodate you as well as the other 990+ reservations that we have had to cancel or redirect because of the damages to our HotelThis was never about cancelling your reservations so we could sell the rooms at a higher rateAs for rebooking your reservation; we rebooked as many of the reservations that booked directly with our Hotel as we could, and we asked our on-line booking partners to do the sameI am sorry if the travel agent you booked through was unable to re-book your reservationPlease feel free to reach out to me for your next visit to the area, and I will do my best to make up for the inconvenience.Sincerely,*** ***General Manager*** *** *** *** *** *** *** *** *** *** *** ** *** phone*** fax STAY YOU
January 28, - The car originally was not going to be repaired or drivable. We (Eslers) did a free inspection for the purchase of another car that *** *** and *** *** considered purchasing. inspection price is $41.75. *** *** and ***
*** decided that it was not a viable option to purchased the car so they decided to move forward with repairing the car. The Taurus was originally diagnosed in the parking lot and was not inspected due to the customer (*** *** and *** ***) wanted to get another car. While replacing the transmission, we (Eslers) did find extra parts were needed, the ball joints made the car not safe for drivingThe Owner, Tom Wood, who is also related to *** *** authorized to go ahead and fix the ball joints and Tom would contact them later. However the contact between Tom Wood and *** *** did not happen(no labor was charged for the ball joints) Alignments are a necessary part of replacing a transmission in this Ford Taurus. Therefore, labor was charged for the alignmentFebruary 20, - Transmission was warranted. We found we had problems; 1) The transmission would go into neutral around corners which was fixed by the new transmission. 2) A double shift on acceleration & down shift problem. This was diagnosed to a bad ECM (Engine Control Module). This part for this vehicle was no longer available. We (Eslers) investigated getting an aftermarket part. We (Eslers) needed more information from the vehicle to order the correct ECM and was unable to get the customer to return multiple calls. At the time, we only had one telephone number to contact *** *** - a number for *** *** was provided laterMay 8, - Eslers installed computer at no cost. *** *** and *** *** did state complaint that the car would not go. After inspecting Eslers found the front brake hoses were causing the front brakes not to releaseAgain, repaired at no cost to *** *** and *** *** In Conclusion - 1) *** *** and *** *** was supplied a free courtesy car when Esler's had a courtesy car available and not promised to another customer. 2) We (Eslers) worked with the *** *** and *** *** to make payments on the repairs as we (Eslers) realize it was a costly transmission3) There was a delay in ordering the computer after *** *** was called and messages left and *** *** did not return calls. We (Eslers) did cause a further delay as we had an extremely busy week and the car was not on our lot to jog our memory. We apologize for this delay
Mr***I have received your complaint from the Revdex.com today, and I would like to start by apologizing for the unfortunate events that resulted in the cancelling of your reservationsDue to the damages sustained to our Hotel during Hurricane Harvey (not Irma), we were unable to
accommodate incoming reservations for several dates through September, October, and NovemberWe still to this day have un-rentable rooms, and our entire Banquets facility has been reduced to bare studs and open ceilings due to the water damageAlso, when Hurricane Harvey hit Houston, we had dozens of evacuees come to our hotel under FEMA who asked the Hospitality Industry to accept those reservations with no expected departure dateAs you can imagine, this created an inventory issue where we had dates that we were up to rooms oversoldThe dates of your reservation were just of those dates through November that our inventory was affected by thisBecause of this, we started calling our arrivals and attempted to relocate them as best as we couldWe had also asked our booking partners to re-book all of their reservations to other hotels until the end of NovemberI am very sorry that this happened, but unfortunately we did not have any other optionsThe decision to be proactive in relocating our arrivals was made as a courtesy to our guests to prevent them from coming all the way here, only to find out that they didn’t have a room on their day of arrivalAs you can imagine, I have made and received several hundred phone calls as a result of this situation and have tried to accommodate all requests, as I will continue to do so for at least the next 2-months during the recovery of our property. I completely understand your frustrations, and I wish there would have been more that we could have done to accommodate you as well as the other 990+ reservations that we have had to cancel or redirect because of the damages to our HotelThis was never about cancelling your reservations so we could sell the rooms at a higher rateAs for rebooking your reservation; we rebooked as many of the reservations that booked directly with our Hotel as we could, and we asked our on-line booking partners to do the sameI am sorry if the travel agent you booked through was unable to re-book your reservationPlease feel free to reach out to me for your next visit to the area, and I will do my best to make up for the inconvenience.Sincerely,*** ***General Manager*** *** *** *** *** *** *** *** *** *** *** ** *** phone*** fax STAY YOU
January 28, - The car originally was not going to be repaired or drivable. We (Eslers) did a free inspection for the purchase of another car that *** *** and *** *** considered purchasing. inspection price is $41.75. *** *** and ***
*** decided that it was not a viable option to purchased the car so they decided to move forward with repairing the car. The Taurus was originally diagnosed in the parking lot and was not inspected due to the customer (*** *** and *** ***) wanted to get another car. While replacing the transmission, we (Eslers) did find extra parts were needed, the ball joints made the car not safe for drivingThe Owner, Tom Wood, who is also related to *** *** authorized to go ahead and fix the ball joints and Tom would contact them later. However the contact between Tom Wood and *** *** did not happen(no labor was charged for the ball joints) Alignments are a necessary part of replacing a transmission in this Ford Taurus. Therefore, labor was charged for the alignmentFebruary 20, - Transmission was warranted. We found we had problems; 1) The transmission would go into neutral around corners which was fixed by the new transmission. 2) A double shift on acceleration & down shift problem. This was diagnosed to a bad ECM (Engine Control Module). This part for this vehicle was no longer available. We (Eslers) investigated getting an aftermarket part. We (Eslers) needed more information from the vehicle to order the correct ECM and was unable to get the customer to return multiple calls. At the time, we only had one telephone number to contact *** *** - a number for *** *** was provided laterMay 8, - Eslers installed computer at no cost. *** *** and *** *** did state complaint that the car would not go. After inspecting Eslers found the front brake hoses were causing the front brakes not to releaseAgain, repaired at no cost to *** *** and *** *** In Conclusion - 1) *** *** and *** *** was supplied a free courtesy car when Esler's had a courtesy car available and not promised to another customer. 2) We (Eslers) worked with the *** *** and *** *** to make payments on the repairs as we (Eslers) realize it was a costly transmission3) There was a delay in ordering the computer after *** *** was called and messages left and *** *** did not return calls. We (Eslers) did cause a further delay as we had an extremely busy week and the car was not on our lot to jog our memory. We apologize for this delay