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Complaint Details
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Initial Complaint
09/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I requested their shuttle services and I paid the $497.50 deposit the morning of 9/20/23 at about 9:30am. However, another service that was less expensive which I initially wanted contacted me and they were able to accommodate us when initially they couldn’t. Of course, I know California has a cooling off period, so I figured this would not be an issue to cancel. I canceled the contract via email around 12:20 pm. Not even 3 hours later to no response. When I called the owner I just wanted to make sure he saw my request and at first he said I couldn’t cancel. It was too late the van was booked. Then he asked why and I told him exactly what happened. We got a better offer. Then again he said it was too late and I had to continue with the contract. I then had to remind him that he had a cancellation policy on his contract. I could cancel 14 days prior to my event which is 11/12/23. I just canceled 3 hours later. I don’t see the issue. It clearly stated that if they had out of pocket costs that that would not be refunded from the deposit. They decided to hold back $350. Supposedly because they had booked the shuttle really fast. So I email them again to please show me proof of their out of pocket cost. I got no response. My fiancé left a voicemail and sent a text and asked for proof. I understand having a cancellation fee for inconvenience but this business has a predatory cancellation policy.
Business response
09/28/2023
Please see attached for evidence and our contract.
We should not be punished for booking services because another company, that was less expensive and took too long to earn their business, finally reached out to them.
Our contract states they can cancel minus out-of-pocket expenses. The van rental and the cc processing fees equated to $350.00 which is what we retained. We refunded them a portion of their deposit.
These shuttles are extremely difficult to come by and when we book them we must follow through with them or it will tarnish our relationship with the vendors we use. The customer isn't taking this into account , they are only concerned about their $$$.
Customer response
09/28/2023
Complaint: 20634664
I am rejecting this response because:I clearly asked for a copy of the breakdown of the expenses you have incurred within this 3 hour window and was completely ignored via voicemail, text and email. If you can not provide proof of what you paid we should have our money back. I don’t believe you paid out anything and that’s why your avoiding my question.
Regards,
V******* *******
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