Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a pickup from this limo service less than 24 hours ago for the end of this month and realized that my fiance had already been working on booking a different limo for a much better price. I called to get a refund and they told me i was responsible for a $300 cancellation fee that they said was mentioned up front. They never mentioned it in the phone call and just took my money. They then sent me a confirmation with a receipt that states non refundable $300.00 AFTER they took payment. They are refusing to work with me after not being up front about their policies. I would like my refund.

  Business Response

  Date: 08/20/2022

  ******* hasn't been honest at all throughout this process, but fortunately, we have everything in writing.  I have politely and professionally tried my best to work with him regarding the deposit, but he chose instead to not tell the truth and also to leave lots of reviews  rather than just trying to work it out.   Please note this is the first email we have received from BBB regarding this matter.  

  As BBB knows, we have been in business for 35 years and had several thousand happy customers in that time.  We are in good standing because we are always fair and honest in our dealing.   I tried my best to deal with ******* in a fair way, but every conversation resulted in more untruths as you will see below.

  We have moved past the point of negotiating with this guy.  As far as I'm concerned, he should have just told the truth from the beginning and not been a bully.  I gave him lots of opportunities that he wasn't able to live with.

  On August 9, ******* called to reserve a car for his wedding ride home on August 28.  At that time, the dispatcher notified ******* of the $300 non refundable deposit and he stated that she could take the whole amount now.  Once I heard from ******* to cancel, I verified this with her verbally as well as looking at the record of conversation.  In addition to the phone call, he received the notification in his confirmation and also in our "welcome letter" that was sent at the same time.  It goes to all new clients. 

  After business hours on the 9th, he sent the following email. When ******* asked to cancel, he stated that it was due to a duplicate booking and I offered to "work with him" on the deposit.  At first, his fiance was at work and not able to provide the confirmation.  Next, he said she wasn't able to get a confirmation, but that the price was $508.  I asked him the name of the company and said I had a friendly relationship with all of them and I could verify.  Then he said that is was a friend's father who has a limousine and would do it for free.  He hasn't been able or willing to provide proof of any of these items.  Finally, when I canceled, as requested, he repeatedly stated that he didn't cancel or want it cancelled.  I asked him to email stating that he wanted to reinstate the booking but this didn't happen.  I am no longer willing or able to provide any consideration regarding the deposit due to the attitude of the client and the work involved with him.

  Please read all of the email string as you will note how many times his story has changed. After seeing the entire string, please let me know if I can be of further assistance.  As is the case with emails, the total string at the end is in reverse order, so please start at the end and read up.  I have highlighted a few points that seem pertinent.  After that first string, there is another with the cancellation.  It's not really pertinent but it does show ********* uncertainty if he should cancel or not.  If he really had another arrangement, then it wouldn't have been a difficult decision on his part. Finally, a copy of the welcome letter he received is at the bottom too.

  Email 1 was the confirmation from us.  It is included in email 2.

  Email 2

  **** ******* Aug 9, 2022, 9:20 PM (11 days ago)   to Linahan
  
  Hello I mistakenly booked this not realizing my fiancé had already booked us a limousine. Can I please cancel this for a refund? 
  Thank you,
  *****
  
  On Tue, Aug 9, 2022 at 15:15 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected] Confirmation
  
  Reservation Confirmation #2**** Last Modified On: 08/09/2022 03:15 PM
  
  
  
  Pick-up Date: 08/28/2022 - Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Passenger: ******* C
  Client Ref#:
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Primary/Billing Contact: ******* *******
  Booking Contact: ******* *******
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  Notes/Comments: $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $580.00
  Std Grat 20.000% $116.00
  Reservation Total: $696.00
  Payments/Deposits: $696.00
  Authorizations: $0.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 

  Email 3:

  Linahan Limo <[email protected]> Wed, Aug 10, 6:39 AM (10 days ago)  to ****
  Dear ********
  Please send a copy of the other confirmation and we will review it. As you know, you paid a $300 nonrefundable deposit. I will watch for your email this morning. 
  Wendy 

  Email 4:

  **** ******* Wed, Aug 10, 7:10 AM (10 days ago) to me
  You did not mention a $300 non refundable deposit. In the confirmation it says $40 cancellation fee. I would like a refund today please.

  Email 5:

  **** ******* Wed, Aug 10, 7:13 AM (10 days ago) to me

  I now see the non refundable but it was AFTER you charged me. You never mentioned that over the phone at time of booking. Please refund it has not even been 24 hours and this affects your company in little to know way. I’m sure you can process this refund as I was not aware of the non refundable up front. Please refund as soon as possible. I will pay a $40 cancellation fee.

  Email 6:

  Linahan Limo <[email protected]> Wed, Aug 10, 8:06 AM (10 days ago) to ****

  I will check the record of conversation this morning and also talk with the dispatcher.  In the meantime, please send over your other confirmation so we can make a decision.

  Email 7:

  **** ******* Wed, Aug 10, 8:09 AM (10 days ago) to me
  I don’t have the other confirmation as my fiancé booked it and she is in cases all day at the hospital without her phone. I will not be able to send one nor should I have to. It hasn’t even been 24 hours. If I need to I will call the better business bureau. I expect the refund less $40 cancellation fee by the end of the day. 

  Email 8:

  Linahan Limo <[email protected]> Wed, Aug 10, 8:12 AM (10 days ago) to ****

  Once again,
  After I look into this we will make a decision.  If you'd like to tell me the name of the company, I will be happy to give them a call, we have a very good working relationship with all reputable companies in the area. 

  Email 9:

  **** ******* Wed, Aug 10, 8:18 AM (10 days ago) to me
  
  I do not know what company she used. She just told me last night she booked one for $518. I will be reaching out to the the better business bureau today. You never told be about a non refundable deposit before taking my money which is illegal. You have an easy decision to make, take $40 for doing absolutely no work, or deal with an ongoing issue that will not go away quickly. I run a company myself and would never treat a customer like this especially so soon after a reservation. Mistakes happen, be a standup company and I will use you and recommend you in the future. 
  

  Email 10:

  **** ******* Wed, Aug 10, 5:00 PM (10 days ago)  to me
  
  Were you able to listen to the call to confirm that I was not told about a non refundable deposit?

  Email 11:

  Linahan Limo <[email protected]> Wed, Aug 10, 5:07 PM (10 days ago) to ****
  Actually, it seems you were told about it ****.

  Email 12:

  **** ******* Wed, Aug 10, 5:09 PM (10 days ago) to me
  Please send me the recording because I do not recall being told about it

  Email 13:

  Linahan Limo <[email protected]> Wed, Aug 10, 5:15 PM (10 days ago) to ****
  
  ****,
  Not able to do that.   There is a $300 non refundable deposit.  If you would like to cancel, I will refund the balance.  If you send your wife's confirmation I will then consider that, but otherwise the deposit is due.  It was verbal, it was on the confirmation and it was clearly stated in your welcome letter.   Since you are in business, I'm sure you understand terms and conditions.

  Email 14:

  **** ******* Aug 10, 2022, 5:22 PM (10 days ago) to me
  
  So you’re lying then about the recording if you can’t send it… It was not verbal and there was no welcome letter until after I paid!! The woman who took my payment had to call me three times after payment just to get my email address correct because she kept typing it in wrong! As someone who runs a business, I am actually appalled at the fact that within 18 hours of a reservation you cannot refund due to a mistake. You will be hearing from my lawyer and I’ve already submitted a file with BBB. This is just the beginning. 
  

  EmailRecap:

  **** ******* Wed, Aug 10, 5:22 PM (10 days ago)
  

  
  to me
  
  So you’re lying then about the recording if you can’t send it… It was not verbal and there was no welcome letter until after I paid!! The woman who took my payment had to call me three times after payment just to get my email address correct because she kept typing it in wrong! As someone who runs a business, I am actually appalled at the fact that within 18 hours of a reservation you cannot refund due to a mistake. You will be hearing from my lawyer and I’ve already submitted a file with BBB. This is just the beginning. 
  
  
  On Wed, Aug 10, 2022 at 17:15 Linahan Limo <[email protected]> wrote:
  
  ****,
  Not able to do that.   There is a $300 non refundable deposit.  If you would like to cancel, I will refund the balance.  If you send your wife's confirmation I will then consider that, but otherwise the deposit is due.  It was verbal, it was on the confirmation and it was clearly stated in your welcome letter.   Since you are in business, I'm sure you understand terms and conditions.
  
  Wendy
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 5:09 PM **** ******* <************[email protected]> wrote:
  
  Please send me the recording because I do not recall being told about it
  
  On Wed, Aug 10, 2022 at 17:08 Linahan Limo <[email protected]> wrote:
  
  Actually, it seems you were told about it ****.
  
  
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 5:00 PM **** ******* <************[email protected]> wrote:
  
  Were you able to listen to the call to confirm that I was not told about a non refundable deposit?
  
  On Wed, Aug 10, 2022 at 08:18 **** ******* <************[email protected]> wrote:
  
  I do not know what company she used. She just told me last night she booked one for $518. I will be reaching out to the the better business bureau today. You never told be about a non refundable deposit before taking my money which is illegal. You have an easy decision to make, take $40 for doing absolutely no work, or deal with an ongoing issue that will not go away quickly. I run a company myself and would never treat a customer like this especially so soon after a reservation. Mistakes happen, be a standup company and I will use you and recommend you in the future. 
  
  On Wed, Aug 10, 2022 at 08:13 Linahan Limo <[email protected]> wrote:
  
  Once again,
  After I look into this we will make a decision.  If you'd like to tell me the name of the company, I will be happy to give them a call, we have a very good working relationship with all reputable companies in the area. 
  
  
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 8:09 AM **** ******* <************[email protected]> wrote:
  
  I don’t have the other confirmation as my fiancé booked it and she is in cases all day at the hospital without her phone. I will not be able to send one nor should I have to. It hasn’t even been 24 hours. If I need to I will call the better business bureau. I expect the refund less $40 cancellation fee by the end of the day. 
  
  
  Thank you
  
  On Wed, Aug 10, 2022 at 08:06 Linahan Limo <[email protected]> wrote:
  
  I will check the record of conversation this morning and also talk with the dispatcher.  In the meantime, please send over your other confirmation so we can make a decision.  
  
  Wendy
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 7:13 AM **** ******* <************[email protected]> wrote:
  
  I now see the non refundable but it was AFTER you charged me. You never mentioned that over the phone at time of booking. Please refund it has not even been 24 hours and this affects your company in little to know way. I’m sure you can process this refund as I was not aware of the non refundable up front. Please refund as soon as possible. I will pay a $40 cancellation fee.
  
  
  Thank you
  
  On Wed, Aug 10, 2022 at 06:39 Linahan Limo <[email protected]> wrote:
  
  Dear ********
  Please send a copy of the other confirmation and we will review it. As you know, you paid a $300 nonrefundable deposit. I will watch for your email this morning. 
  
  Wendy S*********** 
  Linahan Limousine ESSE LLC
  Solo To Group Travel LLC
  603-893-1424
  
  
  
  
  
  
  
  On Aug 9, 2022, at 9:20 PM, **** ******* <************[email protected]> wrote:
  
  
  
  Hello I mistakenly booked this not realizing my fiancé had already booked us a limousine. Can I please cancel this for a refund? 
  
  
  Thank you,
  
  
  *****
  
  On Tue, Aug 9, 2022 at 15:15 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected] Confirmation
  
  Reservation Confirmation #2**** Last Modified On: 08/09/2022 03:15 PM
  
  
  
  Pick-up Date: 08/28/2022 - Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Passenger: ******* C
  Client Ref#:
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Primary/Billing Contact: ******* *******
  Booking Contact: ******* *******
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  
  
  
  Notes/Comments: $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $580.00
  Std Grat 20.000% $116.00
  Reservation Total: $696.00
  Payments/Deposits: $696.00
  Authorizations: $0.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 
  

  This is the credit issued receipt and his reply:

  e: Payment Receipt [For Conf# 2**** ]
  External
  Customer Emails
  **** ******* Thu, Aug 11, 8:41 AM (9 days ago) to Linahan
  
  I did not authorize this
  
  On Thu, Aug 11, 2022 at 07:50 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  United States of America
  Tel: (603) 893-1424
  Email: [email protected] Payment Receipt
  
  For Confirmation #2**** Transaction Date/Time: 08/09/2022 03:15 PM
  We appreciate your business and welcome your feedback. How are we doing?
  
  Method: Visa ** ****
  Total Paid: $300.00
  Transactions: AUTH_CAPTURE $696.00 (************
  ****** ******** *************
  Passenger: ******* C
  Trip Confirmation# 2****
  Trip Date & Time: 08/28/2022 09:00 PM
  Routing Information: Pick-up Location: Dell-Lea, 81 Pleasant St Chichester, NH
  Drop-off Location: Hotel Concord, 11 South Main St Concord, NH
  
  
  Charges & Fees Flat Rate $300.00
  Reservation Total: $300.00
  Payments/Deposits: $300.00
  Authorizations: $0.00
  Total Due: $0.00
  

  ///////////////////////////////////

  Re: CANCELLATION Conf# 2**** For Michael C [08/28/2022-09:00 PM]
  External
  
  Client Reservations
  
  Customer Emails
  **** ******* Thu, Aug 11, 8:42 AM (9 days ago) to Linahan
  
  This was not authorized to cancel. I will be taking you to court
  
  On Thu, Aug 11, 2022 at 07:51 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected]

  Cancellation Confirmation
  
  Cancelled Reservation Confirmation #2**** Last Modified On: 08/11/2022 07:51 AM
  
  This reservation has been cancelled. If this trip should not have been cancelled, please contact our office immediately at (603) 893-1424.
  
  Pick-up Date: 08/28/2022-Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Primary/Billing Contact: ******* *******
  Passenger: ******* C
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  Notes/Comments: Reservation was cancelled. $300 non refundable deposit applied, balance was refunded on 8/11/22. Original booking $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $300.00
  Reservation Total: $300.00
  Payments/Deposits: $300.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 
  
  Linahan Limo <[email protected]> Thu, Aug 11, 9:00 AM (9 days ago) to ****
  
  Do you wish to cancel your booking?  If so, I don't want to hang on to the extra money.   Please just let us know if you'd like to reinstate, but otherwise, we aren't holding on to your money.  
  ****, take a step back and review our emails.  I very generously offered to work with you on this and simply asked for a copy of your fiance's previously purchased limousine rental.   That is a simple and fair way to handle it.   At this point we have moved past that option due to your nasty attitude.  Your reservation is cancelled unless you specifically ask us to reinstate it.  At that time, it will be based on availability.
  
  Thank you.
  
  Wendy
  
  **** ******* Thu, Aug 11, 9:19 AM (9 days ago) to me
  

  Wendy,
  
  My attitude changed when you lied to me and said you had a recording of me being told about a non refundable deposit which I was not told about. At the time, my fiancé was not able to get to her phone for the entire day as she works in an operating room. After speaking with her, she told me her friend is giving us the ride in her fathers limousine and we are paying but only $300. So I cannot provide an invoice as it is not a company. I apologize for getting heated but I just don’t understand why you can’t work with me by either sending me the recording so I can get proof that I was told about this policy. I truly do not recall that and I don’t think it is fair to tell me in an email after taking my money. $300 is a ridiculous amount to keep after doing nothing but making a reservation then cancelling it not even 24 hours after. It truly does not effect your company in any way. I even offered to have you keep $40 for your time. Is this not worth it to you to keep a customer happy? It’s a drop in the bucket to prevent an ongoing issue and hassle. Please reconsider refunding me $656.00 and I will greatly appreciate it and move on. Or send me the recording and if I happened to be told about the non refundable deposit, I will keep the reservation. I just truly believe that you do not have a recording of that and I will be extremely disappointed if you lied to me about it. Where do we go from here? I am being more than reasonable now.
  
  
  *****
  
  Linahan Limo <[email protected]> Thu, Aug 11, 9:59 AM (9 days ago) to ****
  
  ****,
  You can keep the booking or cancel for the fee.  You weren't really honest with me about your circumstances, so don't be a judge.   As I said, you email and ask us to reinstate or it will stay cancelled.  No more games.
  
  **** ******* Thu, Aug 11, 10:21 AM (9 days ago) to me
  
  No games here. Thank you this is all I needed. We will be in touch.

  
  **** ******* Fri, Aug 12, 11:52 AM (8 days ago) to me
  
  Wendy,   Can you confirm I was recorded in my initial call to your business?
  
  Linahan Limo <[email protected]> Fri, Aug 12, 1:02 PM (8 days ago) to ****
  ****,
  Since you've been in touch with your lawyers, etc. we won't be communicating anymore.
  
  
  

  Business Response

  Date: 08/20/2022

  ******* hasn't been honest at all throughout this process, but fortunately, we have everything in writing.  I have politely and professionally tried my best to work with him regarding the deposit, but he chose instead to not tell the truth and also to leave lots of reviews  rather than just trying to work it out.   Please note this is the first email we have received from BBB regarding this matter.  

  As BBB knows, we have been in business for 35 years and had several thousand happy customers in that time.  We are in good standing because we are always fair and honest in our dealing.   I tried my best to deal with ******* in a fair way, but every conversation resulted in more untruths as you will see below.

  We have moved past the point of negotiating with this guy.  As far as I'm concerned, he should have just told the truth from the beginning and not been a bully.  I gave him lots of opportunities that he wasn't able to live with.

  On August 9, ******* called to reserve a car for his wedding ride home on August 28.  At that time, the dispatcher notified ******* of the $300 non refundable deposit and he stated that she could take the whole amount now.  Once I heard from ******* to cancel, I verified this with her verbally as well as looking at the record of conversation.  In addition to the phone call, he received the notification in his confirmation and also in our "welcome letter" that was sent at the same time.  It goes to all new clients. 

  After business hours on the 9th, he sent the following email. When ******* asked to cancel, he stated that it was due to a duplicate booking and I offered to "work with him" on the deposit.  At first, his fiance was at work and not able to provide the confirmation.  Next, he said she wasn't able to get a confirmation, but that the price was $508.  I asked him the name of the company and said I had a friendly relationship with all of them and I could verify.  Then he said that is was a friend's father who has a limousine and would do it for free.  He hasn't been able or willing to provide proof of any of these items.  Finally, when I canceled, as requested, he repeatedly stated that he didn't cancel or want it cancelled.  I asked him to email stating that he wanted to reinstate the booking but this didn't happen.  I am no longer willing or able to provide any consideration regarding the deposit due to the attitude of the client and the work involved with him.

  Please read all of the email string as you will note how many times his story has changed. After seeing the entire string, please let me know if I can be of further assistance.  As is the case with emails, the total string at the end is in reverse order, so please start at the end and read up.  I have highlighted a few points that seem pertinent.  After that first string, there is another with the cancellation.  It's not really pertinent but it does show ********* uncertainty if he should cancel or not.  If he really had another arrangement, then it wouldn't have been a difficult decision on his part. Finally, a copy of the welcome letter he received is at the bottom too.

  Email 1 was the confirmation from us.  It is included in email 2.

  Email 2

  **** ******* Aug 9, 2022, 9:20 PM (11 days ago)   to Linahan
  
  Hello I mistakenly booked this not realizing my fiancé had already booked us a limousine. Can I please cancel this for a refund? 
  Thank you,
  *****
  
  On Tue, Aug 9, 2022 at 15:15 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected] Confirmation
  
  Reservation Confirmation #2**** Last Modified On: 08/09/2022 03:15 PM
  
  
  
  Pick-up Date: 08/28/2022 - Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Passenger: ******* C
  Client Ref#:
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Primary/Billing Contact: ******* *******
  Booking Contact: ******* *******
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  Notes/Comments: $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $580.00
  Std Grat 20.000% $116.00
  Reservation Total: $696.00
  Payments/Deposits: $696.00
  Authorizations: $0.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 

  Email 3:

  Linahan Limo <[email protected]> Wed, Aug 10, 6:39 AM (10 days ago)  to ****
  Dear ********
  Please send a copy of the other confirmation and we will review it. As you know, you paid a $300 nonrefundable deposit. I will watch for your email this morning. 
  Wendy 

  Email 4:

  **** ******* Wed, Aug 10, 7:10 AM (10 days ago) to me
  You did not mention a $300 non refundable deposit. In the confirmation it says $40 cancellation fee. I would like a refund today please.

  Email 5:

  **** ******* Wed, Aug 10, 7:13 AM (10 days ago) to me

  I now see the non refundable but it was AFTER you charged me. You never mentioned that over the phone at time of booking. Please refund it has not even been 24 hours and this affects your company in little to know way. I’m sure you can process this refund as I was not aware of the non refundable up front. Please refund as soon as possible. I will pay a $40 cancellation fee.

  Email 6:

  Linahan Limo <[email protected]> Wed, Aug 10, 8:06 AM (10 days ago) to ****

  I will check the record of conversation this morning and also talk with the dispatcher.  In the meantime, please send over your other confirmation so we can make a decision.

  Email 7:

  **** ******* Wed, Aug 10, 8:09 AM (10 days ago) to me
  I don’t have the other confirmation as my fiancé booked it and she is in cases all day at the hospital without her phone. I will not be able to send one nor should I have to. It hasn’t even been 24 hours. If I need to I will call the better business bureau. I expect the refund less $40 cancellation fee by the end of the day. 

  Email 8:

  Linahan Limo <[email protected]> Wed, Aug 10, 8:12 AM (10 days ago) to ****

  Once again,
  After I look into this we will make a decision.  If you'd like to tell me the name of the company, I will be happy to give them a call, we have a very good working relationship with all reputable companies in the area. 

  Email 9:

  **** ******* Wed, Aug 10, 8:18 AM (10 days ago) to me
  
  I do not know what company she used. She just told me last night she booked one for $518. I will be reaching out to the the better business bureau today. You never told be about a non refundable deposit before taking my money which is illegal. You have an easy decision to make, take $40 for doing absolutely no work, or deal with an ongoing issue that will not go away quickly. I run a company myself and would never treat a customer like this especially so soon after a reservation. Mistakes happen, be a standup company and I will use you and recommend you in the future. 
  

  Email 10:

  **** ******* Wed, Aug 10, 5:00 PM (10 days ago)  to me
  
  Were you able to listen to the call to confirm that I was not told about a non refundable deposit?

  Email 11:

  Linahan Limo <[email protected]> Wed, Aug 10, 5:07 PM (10 days ago) to ****
  Actually, it seems you were told about it ****.

  Email 12:

  **** ******* Wed, Aug 10, 5:09 PM (10 days ago) to me
  Please send me the recording because I do not recall being told about it

  Email 13:

  Linahan Limo <[email protected]> Wed, Aug 10, 5:15 PM (10 days ago) to ****
  
  ****,
  Not able to do that.   There is a $300 non refundable deposit.  If you would like to cancel, I will refund the balance.  If you send your wife's confirmation I will then consider that, but otherwise the deposit is due.  It was verbal, it was on the confirmation and it was clearly stated in your welcome letter.   Since you are in business, I'm sure you understand terms and conditions.

  Email 14:

  **** ******* Aug 10, 2022, 5:22 PM (10 days ago) to me
  
  So you’re lying then about the recording if you can’t send it… It was not verbal and there was no welcome letter until after I paid!! The woman who took my payment had to call me three times after payment just to get my email address correct because she kept typing it in wrong! As someone who runs a business, I am actually appalled at the fact that within 18 hours of a reservation you cannot refund due to a mistake. You will be hearing from my lawyer and I’ve already submitted a file with BBB. This is just the beginning. 
  

  EmailRecap:

  **** ******* Wed, Aug 10, 5:22 PM (10 days ago)
  

  
  to me
  
  So you’re lying then about the recording if you can’t send it… It was not verbal and there was no welcome letter until after I paid!! The woman who took my payment had to call me three times after payment just to get my email address correct because she kept typing it in wrong! As someone who runs a business, I am actually appalled at the fact that within 18 hours of a reservation you cannot refund due to a mistake. You will be hearing from my lawyer and I’ve already submitted a file with BBB. This is just the beginning. 
  
  
  On Wed, Aug 10, 2022 at 17:15 Linahan Limo <[email protected]> wrote:
  
  ****,
  Not able to do that.   There is a $300 non refundable deposit.  If you would like to cancel, I will refund the balance.  If you send your wife's confirmation I will then consider that, but otherwise the deposit is due.  It was verbal, it was on the confirmation and it was clearly stated in your welcome letter.   Since you are in business, I'm sure you understand terms and conditions.
  
  Wendy
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 5:09 PM **** ******* <************[email protected]> wrote:
  
  Please send me the recording because I do not recall being told about it
  
  On Wed, Aug 10, 2022 at 17:08 Linahan Limo <[email protected]> wrote:
  
  Actually, it seems you were told about it ****.
  
  
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 5:00 PM **** ******* <************[email protected]> wrote:
  
  Were you able to listen to the call to confirm that I was not told about a non refundable deposit?
  
  On Wed, Aug 10, 2022 at 08:18 **** ******* <************[email protected]> wrote:
  
  I do not know what company she used. She just told me last night she booked one for $518. I will be reaching out to the the better business bureau today. You never told be about a non refundable deposit before taking my money which is illegal. You have an easy decision to make, take $40 for doing absolutely no work, or deal with an ongoing issue that will not go away quickly. I run a company myself and would never treat a customer like this especially so soon after a reservation. Mistakes happen, be a standup company and I will use you and recommend you in the future. 
  
  On Wed, Aug 10, 2022 at 08:13 Linahan Limo <[email protected]> wrote:
  
  Once again,
  After I look into this we will make a decision.  If you'd like to tell me the name of the company, I will be happy to give them a call, we have a very good working relationship with all reputable companies in the area. 
  
  
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 8:09 AM **** ******* <************[email protected]> wrote:
  
  I don’t have the other confirmation as my fiancé booked it and she is in cases all day at the hospital without her phone. I will not be able to send one nor should I have to. It hasn’t even been 24 hours. If I need to I will call the better business bureau. I expect the refund less $40 cancellation fee by the end of the day. 
  
  
  Thank you
  
  On Wed, Aug 10, 2022 at 08:06 Linahan Limo <[email protected]> wrote:
  
  I will check the record of conversation this morning and also talk with the dispatcher.  In the meantime, please send over your other confirmation so we can make a decision.  
  
  Wendy
  Linahan Limousine and Solo To Group Travel
  Located at the North Salem Village on Route 111
  15 Ermer Road Unit 205
  Salem NH 03079
  603 893-1424
  www.Linlimo.com
  
  
  
  
  
  
  On Wed, Aug 10, 2022 at 7:13 AM **** ******* <************[email protected]> wrote:
  
  I now see the non refundable but it was AFTER you charged me. You never mentioned that over the phone at time of booking. Please refund it has not even been 24 hours and this affects your company in little to know way. I’m sure you can process this refund as I was not aware of the non refundable up front. Please refund as soon as possible. I will pay a $40 cancellation fee.
  
  
  Thank you
  
  On Wed, Aug 10, 2022 at 06:39 Linahan Limo <[email protected]> wrote:
  
  Dear ********
  Please send a copy of the other confirmation and we will review it. As you know, you paid a $300 nonrefundable deposit. I will watch for your email this morning. 
  
  Wendy S*********** 
  Linahan Limousine ESSE LLC
  Solo To Group Travel LLC
  603-893-1424
  
  
  
  
  
  
  
  On Aug 9, 2022, at 9:20 PM, **** ******* <************[email protected]> wrote:
  
  
  
  Hello I mistakenly booked this not realizing my fiancé had already booked us a limousine. Can I please cancel this for a refund? 
  
  
  Thank you,
  
  
  *****
  
  On Tue, Aug 9, 2022 at 15:15 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected] Confirmation
  
  Reservation Confirmation #2**** Last Modified On: 08/09/2022 03:15 PM
  
  
  
  Pick-up Date: 08/28/2022 - Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Passenger: ******* C
  Client Ref#:
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Primary/Billing Contact: ******* *******
  Booking Contact: ******* *******
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  
  
  
  Notes/Comments: $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $580.00
  Std Grat 20.000% $116.00
  Reservation Total: $696.00
  Payments/Deposits: $696.00
  Authorizations: $0.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 
  

  This is the credit issued receipt and his reply:

  e: Payment Receipt [For Conf# 2**** ]
  External
  Customer Emails
  **** ******* Thu, Aug 11, 8:41 AM (9 days ago) to Linahan
  
  I did not authorize this
  
  On Thu, Aug 11, 2022 at 07:50 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  United States of America
  Tel: (603) 893-1424
  Email: [email protected] Payment Receipt
  
  For Confirmation #2**** Transaction Date/Time: 08/09/2022 03:15 PM
  We appreciate your business and welcome your feedback. How are we doing?
  
  Method: Visa ** ****
  Total Paid: $300.00
  Transactions: AUTH_CAPTURE $696.00 (************
  ****** ******** *************
  Passenger: ******* C
  Trip Confirmation# 2****
  Trip Date & Time: 08/28/2022 09:00 PM
  Routing Information: Pick-up Location: Dell-Lea, 81 Pleasant St Chichester, NH
  Drop-off Location: Hotel Concord, 11 South Main St Concord, NH
  
  
  Charges & Fees Flat Rate $300.00
  Reservation Total: $300.00
  Payments/Deposits: $300.00
  Authorizations: $0.00
  Total Due: $0.00
  

  ///////////////////////////////////

  Re: CANCELLATION Conf# 2**** For Michael C [08/28/2022-09:00 PM]
  External
  
  Client Reservations
  
  Customer Emails
  **** ******* Thu, Aug 11, 8:42 AM (9 days ago) to Linahan
  
  This was not authorized to cancel. I will be taking you to court
  
  On Thu, Aug 11, 2022 at 07:51 Linahan Limousine <[email protected]> wrote:
  
  Linahan Limousine
  15 Ermer Rd Suite 205 Salem, NH 03079
  US
  Tel: (603) 893-1424
  Email: [email protected]

  Cancellation Confirmation
  
  Cancelled Reservation Confirmation #2**** Last Modified On: 08/11/2022 07:51 AM
  
  This reservation has been cancelled. If this trip should not have been cancelled, please contact our office immediately at (603) 893-1424.
  
  Pick-up Date: 08/28/2022-Sunday
  Pick-up Time: 09:00 PM
  ServiceType: Wedding
  Primary/Billing Contact: ******* *******
  Passenger: ******* C
  Phone Number: (603) ********
  No. of Pass: 2
  Vehicle Type: 12 Pax Limo
  Payment Method: Visa ** ****
  
  Trip Routing Information: PU: -- :********* ** ******** *** *********** **
  DO: -- :Hotel Concord, 11 South Main St, Concord, NH
  
  Notes/Comments: Reservation was cancelled. $300 non refundable deposit applied, balance was refunded on 8/11/22. Original booking $580 plus gratuity - not to exceed one hour. Champagne
  
  Charges & Fees Flat Rate $300.00
  Reservation Total: $300.00
  Payments/Deposits: $300.00
  Total Due: $0.00
  
  Terms & Conditions/
  Reservation Agreement: Thank you for choosing Linahan Limousine; we appreciate your business.  While we understand that sometimes plans change, we are a small company and have limited vehicles.  All airport and transfer reservations are subject to a cancellation fee of $40. Cancellations within 48 hours of start time will result in a charge for the full payment. Changes to time may be allowed subject to availability.
  
  Wait fees are $80/hr for sedans, $150/hr for larger vehicles. Charges will apply after the first 10 minutes for events and 45 minutes after flight arrival for airport/train transfers; they will also apply starting 10 minutes after agreed pickup time. For all hourly events and limousine, a non-refundable deposit of $300 is due at time of booking. Cancellations within 48 hours of the event/transfer will result in a charge for the full payment.  Final payment will be taken 7-14 days prior to the event using the credit card on file unless other arrangements are made at the time of booking.
  
  Changes to time may be allowed subject to availability. Date changes are not generally allowed. The client assumes full financial liability for any damage to the limousine caused by them or their guests. Sanitation fee is 300.00-$700 as needed.  Overtime is $80/hr for sedans, $150/hr for 3 hour or longer limousine rentals and $300-350/hr for 1-3 hour rentals. Charges will apply after the first 10 minutes. Guests must be 21 or older for alcohol to be allowed in the vehicle. Children with parents in the vehicles are excluded from this rule. IDs will be required.
  
  Our 24/7 phones are available for immediate assistance Call 603-893-1424.  In an emergency, dial 603-401-4299 
  
  Linahan Limo <[email protected]> Thu, Aug 11, 9:00 AM (9 days ago) to ****
  
  Do you wish to cancel your booking?  If so, I don't want to hang on to the extra money.   Please just let us know if you'd like to reinstate, but otherwise, we aren't holding on to your money.  
  ****, take a step back and review our emails.  I very generously offered to work with you on this and simply asked for a copy of your fiance's previously purchased limousine rental.   That is a simple and fair way to handle it.   At this point we have moved past that option due to your nasty attitude.  Your reservation is cancelled unless you specifically ask us to reinstate it.  At that time, it will be based on availability.
  
  Thank you.
  
  Wendy
  
  **** ******* Thu, Aug 11, 9:19 AM (9 days ago) to me
  

  Wendy,
  
  My attitude changed when you lied to me and said you had a recording of me being told about a non refundable deposit which I was not told about. At the time, my fiancé was not able to get to her phone for the entire day as she works in an operating room. After speaking with her, she told me her friend is giving us the ride in her fathers limousine and we are paying but only $300. So I cannot provide an invoice as it is not a company. I apologize for getting heated but I just don’t understand why you can’t work with me by either sending me the recording so I can get proof that I was told about this policy. I truly do not recall that and I don’t think it is fair to tell me in an email after taking my money. $300 is a ridiculous amount to keep after doing nothing but making a reservation then cancelling it not even 24 hours after. It truly does not effect your company in any way. I even offered to have you keep $40 for your time. Is this not worth it to you to keep a customer happy? It’s a drop in the bucket to prevent an ongoing issue and hassle. Please reconsider refunding me $656.00 and I will greatly appreciate it and move on. Or send me the recording and if I happened to be told about the non refundable deposit, I will keep the reservation. I just truly believe that you do not have a recording of that and I will be extremely disappointed if you lied to me about it. Where do we go from here? I am being more than reasonable now.
  
  
  *****
  
  Linahan Limo <[email protected]> Thu, Aug 11, 9:59 AM (9 days ago) to ****
  
  ****,
  You can keep the booking or cancel for the fee.  You weren't really honest with me about your circumstances, so don't be a judge.   As I said, you email and ask us to reinstate or it will stay cancelled.  No more games.
  
  **** ******* Thu, Aug 11, 10:21 AM (9 days ago) to me
  
  No games here. Thank you this is all I needed. We will be in touch.

  
  **** ******* Fri, Aug 12, 11:52 AM (8 days ago) to me
  
  Wendy,   Can you confirm I was recorded in my initial call to your business?
  
  Linahan Limo <[email protected]> Fri, Aug 12, 1:02 PM (8 days ago) to ****
  ****,
  Since you've been in touch with your lawyers, etc. we won't be communicating anymore.
  
  
  

  Business Response

  Date: 08/24/2022

  ******* continues to say that I was rude, but I think that all of our communication has been through email and that's been provided in black and white for you to review. Read it and decide for yourself.  There is a lot of information there, but I've been professional throughout.  The "record of conversation" is a written document and it will not be provided for public viewing as is the BBB practice on complaints.  It also contains sensitive information such as credit card details and employee identification, so it won't be submitted.  I've forwarded all the information requested and yes, it is ready for a decision.  Thanks for your time and your important service to the community.

  Business Response

  Date: 08/24/2022

  ******* continues to say that I was rude, but I think that all of our communication has been through email and that's been provided in black and white for you to review. Read it and decide for yourself.  There is a lot of information there, but I've been professional throughout.  The "record of conversation" is a written document and it will not be provided for public viewing as is the BBB practice on complaints.  It also contains sensitive information such as credit card details and employee identification, so it won't be submitted.  I've forwarded all the information requested and yes, it is ready for a decision.  Thanks for your time and your important service to the community.

  Customer Answer

  Date: 08/25/2022

  
  
  Complaint: 17698193
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  
  
  As you can see, Wendy is backpedaling and lied about an audio recording. The business never discussed a non refundable deposit and proceeded to take my payment in full plus gratuity before a service was even complete. They provided no service and kept $300 while continuing to lie about it. Without proof of this recording, Wendy has absolutely no ground to keep the consumers money without completing the service requested. She said “don’t be a judge” in one of her responses to me which I would consider as rude coming from a “professional” business. There are multiple complaints about her attitude and business ethics posted online throughout social media and search engines that I’m sure you can see. At this point, I don’t care about the money. It’s chump change. All I care about is that this woman never gets the opportunity to take advantage of another customer again. I have never been so disgusted in the way someone runs their business. A business built on lies and shady policies is not a business in my eyes. All I ask is that you make it known how Wendy treats her customers. Thank you.
  

  
  
  Sincerely,
  
  
  
  ******* *******

  Customer Answer

  Date: 08/25/2022

  
  
  Complaint: 17698193
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  
  
  As you can see, Wendy is backpedaling and lied about an audio recording. The business never discussed a non refundable deposit and proceeded to take my payment in full plus gratuity before a service was even complete. They provided no service and kept $300 while continuing to lie about it. Without proof of this recording, Wendy has absolutely no ground to keep the consumers money without completing the service requested. She said “don’t be a judge” in one of her responses to me which I would consider as rude coming from a “professional” business. There are multiple complaints about her attitude and business ethics posted online throughout social media and search engines that I’m sure you can see. At this point, I don’t care about the money. It’s chump change. All I care about is that this woman never gets the opportunity to take advantage of another customer again. I have never been so disgusted in the way someone runs their business. A business built on lies and shady policies is not a business in my eyes. All I ask is that you make it known how Wendy treats her customers. Thank you.
  

  
  
  Sincerely,
  
  
  
  ******* *******