Sunset Luxury Limousines

Initial Business Response /* (1000, 6, 2015/09/29) */
Sunset Luxury Limousine has a policy to treat all its clients with the utmost regard. Sunset Luxury Limousine policy concerning break downs is to offer refunds or gift certificates per our Terms and Conditions found on our website. This client...

was hostile and belligerent. The husband made threats of violence and even threatened the mechanics wife and the third party mechanic over getting a receipt. The Client received a receipt when they had booked the charter with Sunset Luxury Limousine on July 22nd, 2015. So to idol threaten to take a refund by physical force was unnecessary and intimidated the chauffeur who is a female with 3 children herself. The client here likes to embellish the story and attack a business in hope her threats will cause the business to change its policy. As we mentioned on all her complaints and in emails, had she been more mature and professional we would have offered her a free do over or gift certificate. Instead her immaturity has risen and her story is embellished from one social media to the next. Sunset Luxury Limousine does not deal with hostile clients even if they were right in the first place. This client went from being in the right to being in the wrong with fabrications of the staff and the owner of the business. We look forward to never receiving business from her and her friends. As they say birds of a feather flock together. We will not offer any sort of refund to a unprofessional client for the behavior they had demonstrated. We also will not offer a refund simply because a review on Yelp, Google, or Facebook. Furthermore coming to Revdex.com and painting a one sider story excusing themselves from any misbehavior will also resort in a refund not being offered. This individual has gone out of their way to disparage a business and place libel content on social media and Revdex.com in hopes they can take a situation and twist it into something bigger than it was. Sunset Luxury Limousine stands behind it decision to not offer anything and we mean anything to this individual. The only thing we will be offering is a letter from our attorney.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. My husband was not hostile or belligerent. We asked for over 30 minutes for a receipt we paid cash. Any company with any sort of brains would offer a receipt to clients. 2. Story is not embellished. It is in fact true. 3. I find it odd that this company replies to all complaints or negative reviews of the company with the very same reason: "client was hostile." How is it possible that one company does business with so many hostile customers? 4. It is my absolute right to share my feedback and experience with this company. Writing a review is not illegal, nor did any of my reviews contain "libel content on social media and Revdex.com."
Company owner is dilusional. His emails to me are completely uncalled for. I stand by my word to never do business with this company again.
Final Business Response /* (4000, 10, 2015/10/01) */
1. Yes your husband was hostile and belligerent. Your husband forcibly took a personal cell phone out of woman's hand. Over a receipt that you were demanding. Anyone with a "Brain" as you would say would know that at 10PM at night a driver cannot produce a receipt out of thin air. Our office was closed and you and your husband were told to contact our office during normal business hours. You refused and lost your "Brains" as you would say.
2. Your story is embellished and not truthful. We have GPS on all our vehicles that monitor the location with a time stamp at each location. You were not in a alley in a strip mall. You were near Park Meadows Mall. To represent that you were in harms way is a lie. You were in the city of Lone Tree and Centennial. Your perception to the public view is false and you did this to make it seem like the situation was worse than it was. This is "EMBELLISHING" or "LIBEL".
3. You find it weird that we replay to most our complaints as the "Client was Hostile" that's because 90% of the time clients react with violence and anger and is true. Most of time the clients are under the influence and don't remember possibly the same condition you were in. Also the stories are slanted and only one perception.
4. You don't have a right to go on a public platform a defame a individual or character of anyone. The first amendment does not have this in it. Your right as you say allows you to speak with true statements that do not defame others in the public eye. You feel your entitled to speak out because you were wrong. The owner started early morning Sunday in hopes to fix the problem. It was your childish and threatening emails that changed the tone of the company to fix this issue. Now you have taken it to a level that we don't care to fix it. The Revdex.com are not the police and don't have any position in what we need to do to correct the issue. Had you acted in a proper form we would have bent over backwards to assist you. But your character is less than slimy salesman and that's being polite.
In closing Sunset Luxury Limousine does not work with individuals that lie or try to exploit ones reputation in order to extort a refund. You have left out critical points on all your blogs and complaints to make you look like a victim. Not once have you ever apologized on how you treated a woman driver. She was a innocent bystander and nothing she did was harmful to you. She was very hospitable to you and felt your concern as she is a mother of children also. in your since of entitlement and thinking your social status is above others you never thought how your actions had effected her. We stand behind our staff as much as we stand behind our clients and when a person acts like you we rather deal with your nonsense then fix the problem or make it better. And until you and your husband have the courage to even apologize to her we will have no interest to deal with people who put themselves on a pedestal.

We do not agree with the complainant for the refund amount. Further we do not agree that the complainant has the right to facilitate our standards on company policy concerning refunds or adjustments. Or tell a business how they need to stay in the good graces of the charity. The client has an obligation to check over the signed documentation and confirm with their driver that everything is correct before signing the contract. The client failed this and needs to take some form of responsibility for the lack of not communicating to the driver. The claimant has not tried to resolve the issue as he claims. Waiting over six months to follow up on such an issue does not seem like he was trying too hard. We deal with circumstances on each charter and drivers and clients communicate non-stop to ensure things continue as plan. We are only willing to over 20% credit since the claimant refused to accept the gift card we had originally offered to their organization. Instead of accepting the Gift card for the full amount that could be used again or donated to a fund raiser as discussed the claimant was more persistent in getting CASH to the charity.  The client used the services to the fullest extent and could have assisted the driver when they noticed things were not correct. The complainants lack of follow through appears six months later in an attempt to hustle the business by a Revdex.com complaint. The complainant could have taken the gift certificate or the refund offered to them, however chose to want more than the business had to offer them in the final conversations. If the claimant would like to settle this Sunset Luxury is only willing to offer 20% refund.

Sunset Luxury stands behind it first response. The consumer is speaking hearsay and one minute saying we didn't contact her then says we did contact her. There is no hourly wage paid, we stated in the last response her tip was $40.00 for 8 hours worth of work for that driver stating for his time with her with no complaint no issues came to less than the gratuity amount in the industry standard of 20% was not given. The tip amount shout have been $118 since the client has to this date stated the driver did everything perfect. The complaint is based over the $90 cash the none of these individuals handed over to him after the "OWNER" of her company gave him the signed credit card imprint stating he was paying the balance on the card which did not include a tip. After that the quest began to pay the cash to the driver. None of which said it wasn't for the driver nor did they say it was. SSL is not clairvoyant and cannot read the minds of individuals. The client was well informed as she stated she used SSL previously that the balance did not include tip for the driver. This has been SSL standard operating protocol for over 26 years and was the same way when she rented 2 times prior.  The total for Services rendered was $590.57 plus a gratuity of 20% is $118.00 bringing the total to $708.57. SSL was not late on the run, there were no mechanical issues, the driver in the clients own testimony was great. so the total bill is $708.57. SSL does not know what the argument is, is she now not wanting to tip the driver his gratuity for his services rendered for his 8 hours of work dedicated to her and her guests that he did with perfection in her own words? The argument will continue with that. The client was refunded any overages that we did notice of $18.45 and was credited back. SSL is willing to offer a refund if there is any element that shows the driver did not earn a gratuity. This element has not been presented. If the client now feels the driver did not perform his duties then now is first SSL is hearing this. And if there was any other issues the client has not presented them either. SSL also feels Revdex.com can do all the investigating it wants and all the records we have are open for their view and will also conclude the individual does not want to tip her driver.

But we have talked to the owner 2x then he then started ignoring our calls when we try to contact him. Plus if he had a GPS with the driver why was that not stated per the 2 conversations we had with him? So what your saying is even thou your company ruined my daughter's experience your okay with not refunding an hour of the ride? When you are offering a free 1 hour ride with your company?  So please explain to me what the difference is from a refund of an hour compared a ride with your limousine service?  Worse part is the owneris so professional & to me wanting to avoid the situation refuses to want to deal with this himself. So please tell me how this is fair to us as a consumer/customer & using the Revdex.com as a way to woo customers/clients to use this place of business? Regards! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Again the Red Carpet is the responsibility of the driver. The company did not fail on this. The client did not pay the driver for his services that were not rendard. The client recieved the limo they requested, used the Limousine for the remaining time frame. Per all agreements and our terms and conditions that can be scene at [redacted]. Sunset Luxury Limousine has been professional about this matter and had a agreement with the client for making up for the services. The Owner has not ignored the client at all. The owner has hired staff to solve these issues at the best interest of the company. The client did not have a problem using the services to the fullest extent and if they are wanting a limousine refund we will give it them at our cost of the hour rental or the 15 minutes we were late. The client made an agreement with us orignally and was satisfied and no is having buyers remorse and trying to quilt the business into a bigger refund than the $80.00 and agreed upon. The client in the eyes of the business is not entitled to the refund they are requesting after using 90% of the service .

The client made the reservation on 9/2/17 for 9/9/17. Our staff member sent the client a confirmation for $557.83 before adding our fees of $17.17 totaling $575.00. The staff memeber quoted the price of $575.00 originally to the client on 9/2/17 when the deposit was made. Client received a...

email confirmation that has all our terms and conditions in that email it says all deposits are non-refundable. Client called a few days later and wanted to cancel, at this time it was a simple cancelation. She was told that she can cancel the reservation but would loose her deposit. She was sent a cancelation on 9/5/17 by the staff. She called back on the 9/8/17 and was demanding her card be refunded and began threating the company with negative reviews and she would contact the media. Company response was that she breached her contract with us and that she had been emailed our terms and conditions that state "ALL REFUNDS ARE NON REFUNDABLE". She was advised that her story needed to include the entire story not just slander a company because it did not agree with her as she did here. The company has not commited Fraud. It provided her with two invoices one before fees and the second with fees included. She was quoted $575.00 by the staff member all inclusive. Client was trying to minipulate the emails she received from the staff member by using the non-totaled invoice as her balance. There had been no attempt to increase her rate and per the agreement,  within her cancelation policy we were entitled to the full amount of $575.00, however only kept the required 25% non-refundable deposit. The only person that has been screaming has been the client. She has the right to file a complaint with the Revdex.com and call the News and we have the right to NOT REFUND HER. Client entered into an agreement and had buyers remorse and wanted to use threats in getting a refund. Sorry we do not conduct business this way. Once a product is booked it is removed from the ability to be rebooked. This allows the client to be reassured they are getting what they pay for. We do not resell the product and when a client cancels shortly before the date there are costs related to rebooking and at times the asset does not get rebooked. Sunset Limousine will stand by its policy and terms and conditions and not refund the NON-REFUNDABLE deposit. Thank you.

Complaint: [redacted]
I am rejecting this response because:I have talked with my credit card company and the dispute was closed on the basis that I stated that the limo broke down and they denied that the limo broke down.  My credit card company did not have contact with Sunset Limo.  They only had contact with their Merchant.  It came down to a case of their word against mine and the dispute was closed.  Now Sunset has changed to story to admit that the limo broke down.  This is documented evidence of them not being truthful during the credit card dispute.  Yes there are differences in the stories, but only between the ones that Sunset limo has tolded. I copied and pasted my description of the events of this evening from the credit card dispute to the Revdex.com complaint.  In every response from Sunset Limo there has been a change in there story.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} span.s1 {color: #e4af0a} The owner of the company has yet to email all necessary information to me. First, I was never explained the situation, rather different members of my fraternity, who still had trouble explaining it to me, hence the reasoning of asking for an additional explanation. The owner of the company is falsifying information as I still have yet to received a receipt of additional charges, an explanation of those chargers, nor a copy of the contract terms when we boarded the bus (however we were are of the contract terms, something it seems like you aren’t completely aware of yourself.   I obviously am not being held to the terms of the contract because as you say, the sanitation fee for each bus is  $250.00 therefore a total of $500.00 not the 950 I was charged.   I wouldn’t be making these assumptions if you had given me the time of day and explained the charges to me.   You and your company’s business ethics are extremely flawed and I highly recommend taking a class on business ethics, as I think you may benefit from one. Here is a recommendation [redacted] I will not be recommending your company to any other fraternity at our school because of your poor business ethics and decisions.
Sincerely,
[redacted]

The Consumer can continue to disagree with our position. This event happened 6 months ago, the stories are conflicting and after they lost the charge back they are now bringing it to the Revdex.com. Our position remains the same as it did before when this was filed on September 29th 2017. We will no longer carry this complaint on.

We do not agree to the complaint and as discussed we only offer 20% refund.

Complaint: [redacted]
I am rejecting this response because:[redacted] sent a signed  statement to our credit card company that we used the stretched [redacted] for the contracted 4 hours. "Only after service rendered to the fullest possible he now states they are not  what was promised."  Sunset limo did deny in the credit card dispute that the limo never broke down and now they are admitting it did.There is no mention of behavior being an issue this evening in his response to our credit card company.  This is the first time we are hearing about this. The driver was tipped at least $100 or more & everyone in the limo was kind & understanding.  There was also no conversation between me, the owner or the office person regarding this matter on the evening of the night I contracted this limo service.  All conversations where directly with the driver.  I never received a returned phone call back from anyone at Sunset Limo at any time and all messages left with the receptionist were not threatening or degrading. Whoever responded to my Revdex.com complaint has just admitted that the vehicle broke down!!  [redacted] did not admit to our credit card company that there was a mechanical issue with this limo.  Please see attached statement that I received from my credit card company.
Sincerely,
[redacted]

In our terms and conditions we have the right to exchange or up grade a limo do to mechanical issues. Sunset Limousine has never denied the car in question broke down. The manager on duty that night made a choice to assist the client in getting them a vehicle of equal value. This did not go over...

well and turn into a contest of words. The driver and the car was brought back to the shop and repaired for its runs the following day. The owner had never been contacted and the managers had enough of the behavior with the client. Client filed a chargeback with the finacial institution. Sunset provided documentation of teh terms and contditions of what was sent to the client via email. In the terms it states "will only be responsible for making up time at nutually agreed date". Sunset Limousine tried thebest to resolve the issue and wanted to satisfy the customer, however behavior became a issue and the Financial institution sided with the business and did not return the money. Things go wrong and there is a way to conduct and fix the issues. It does not become a open door of threats and degrading comments. The business and its staff still has the right to be treated in a certian manner. If the attitude was not going to change then the business was not going to be interested in breaking with its policy's that the client was emailed. Five months have gone by and the client is now complaining to the Revdex.com in hopes that the business will change its position. If the client is willing to apologise to the driver of the remarks made, contact the office member and apologise to her, and the manager on the night in question there could be a chance to start over. Not a promise to, however would listen in a calm manner.

Complaint: [redacted]
I am rejecting this response because:I really do not think that Sunset Limousine is responding in good faith.  I never threatened anything and I actually merely requested that rather than refund our company any money I requested that Sunset make a contribution to the charity that we were we trying to support.  It was not our charity and I have no involvement in the charity.  Monarch agreed to sponsor a fundraising tour for the charity and it was for that tour that we hired Sunset.  However, as discussed with Sunset, their failure to show up on time, have a route planned (they initially claimed that we never game them the addresses but later acknowledged that we did) and the failure of the driver to notify us of his status resulted in significant frustration for all of the individuals participating in the fundraising tour.  I laid out al of this for Sunset in an email.Further, I requested that the contribution be equal to 50% of the cost of the services. Not an amount that exceeded the cost of the services as Sunset claims.  I did tell Sunset that if logistically they could not make a charitable contribution then I would be amenable to a 50% refund to Monarch.I do acknowledge that Sunset made an offer to contribute a gift certificate to the charity but after checking with the charity I informed Sunset that that would not be useful to the charity.  After informing Sunset of that on July 7th [redacted] indicated that he would check if they could make the contribution but then I never heard form them again.  I did reach  out again to them on August 4th asking that they follow-up with me but they never did.I sincerely tried to work with Sunset and I am disappointed that after trying to find a mutually agreeable solution they went dark.  [redacted] initially acknowledged fault and indicated that he would work with us, so I ma disappointed that he changed his mind.  I still think that a 50% refund, either in the form of a contribution to the charity Family Homestead or as a refund to Monarch is a very fair request.  Unfortunately, given this experience with Sunset, we would not be interested in a gift certificate.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]