Business ProfileforGladwell Party Limo

The trouble with **************** started a few days prior to the wedding date when he didn't want to pay for the reservation prior to the event per our reservation agreement.  We didn't think much of it since sometimes people don't read our reservation policies or did not pay attention to the reminder emails we send.  He did however, sent the final payment the day before the wedding. 

On the date of the wedding, it was one of the hottest days in the area like **************** indicated.  We had a full bus about 22 people.  There was a driver and an event assistant with the group for the entire 4-hour reservation.  The travel schedule insisted of multiple stops including wedding party pickup and drop off, wedding stop, photo stops, and reception drop off. 

According to the information from our driver and event assistant.  Even with 2 AC units on the bus, they were having trouble keeping the bus cool, especially with the large passenger door opening frequently at different stops.  The driver tried to park in a shaded area during waiting periods, but that did not last long as soon as people got back on and the hot air poured in from the door.  

The event assistant tried to do a drive around to get more circulation in the bus while keeping the door shut.  But the group wasn't on the bus long due to the wedding schedule.  It is difficult to lower the temperature quickly when the bus is full and the outside weather is 93F.  

I sent the bus to our mechanic shop that Monday to have it inspected.  The mechanic indicated that both AC systems were working, and it likely struggled to keep the bus cool due to the weather.  He went ahead and top off the freon just in case.  We have also discussed potential options to upgrade the system beyond the factory equipment that might have a higher BTU rating.  

When **************** contacted us regarding his complaint, our scheduler apologized for the inconvenience and offered 2-hours of credit towards their future booking.  **************** insisted on a 50% refund.  At that point, the issue was brought to my attention as part of our procedure.

I contacted **************** to follow up and I expressed the findings of our mechanic shop as well as the difficult situation that the weather and the frequent stops had played.  I even offered a $200 refund in additional to the future credit.  Even though the service was rendered and there was no mechanical failure.  However, **************** was very insistent that I give him the refund or face bad review with BBB or possibly a lawsuit. 

My team and myself are very proud to have a company that can of service in many people's important events.  We check our equipment weekly and use CDL drivers to ensure our ability to provide the best service we can.  Even with all the efforts, there are times we are at the mercy of weather and other factors that we simply don't have control of.  Even then, we try to do our best and strive to improve. 

The situation with **************** was frustrating.  However, I believe the service was rendered and we had done our best in a difficult circumstance that was out of our control.  Therefore, I feel justified to stand behind our curtesy offer.

If I can provide you with additional information regarding this issue, please let me know. 

Thanks, 

Charlie 

Gladwell Party Limo