Grand avenue used bait and switch tactic and charged 3 times the amount originally quoted.
My wedding was on the 18th of October 2014 and I had arranged a limousine provided by this business a few months in advance. I gave them my credit card information and quoted me a price of $100. The day of my wedding came and as I was getting ready I receive a phone call from grand avenue at 12:45pm. My wedding starts at 4pm. The sales lady informs me the price will actually be well over $300. Near $400 after fees and taxes. All I booked their service for was an hour and a half to get us from the reception venue to the hotel. Again I had given them my wedding venue and hotel months in advance. They decided to wait until the last possible moment before the start of my wedding to let me know of the major increase in price. The sales lady then had the nerve to tell me I was more than welcome to try another transportation company. I told her no that is impossible because of their decision to wait until hours before my wedding. She showed an overwhelming lack of care for the position she had just put me in. After I regrettably accepted the increase she asked me for my card information stating they did not have it on file. As I started reading in she said oh wait then continued where she had stopped me and read the rest of my card to me. This was a huge unnecessary strain that inevitability made me arrive late for the pictures before the wedding.
I would like to receive a refund to the amount I was originally quoted. The one hundred plus taxes. I might accept other settlement as long as I agree it is worth the same amount as a refund. I would also accept more then refund for stress this incident caused me on our wedding day.
This is in response to case #XXXXXXXX that was placed by Mr.****** ******* on December 06, 2014. First let me state that we will be refunding 100% of Mr. *******'s charges for that reservation. With that said, we would like to go over a few points of the complaint.
Mr. ******* went on our website on September 1st and received quotes for several different types of vehicles, but did not actually place a reservation until September 26,2014; which was only 21 days before his wedding.
The website did show that Mr. *******'s vehicle would be $100.00 per hour and at the bottom of the quote, it states that these quotes are only for destinations within a 30 mile radius of downtown Nashville and Mr. *******'s quote was for Lebanon, TN to Murfreesboro, TN. This is outside the 30 mile radius. Please see the screen print below:
When you request a quote, you receive an e-mail showing the quoted hours and amounts, and at the bottom, it states that in addition to your base rate, the quote does not include a fuel surcharge, convenience fee or gratuity. Please see below a confirmation that clients receive after requesting a quote from Grand Avenue:
I believe that Mr.******* did not see this message at the bottom of his e-mail. Therefore,when his reservation was completed,which was for 1.5 hours,it contained drive time to Lebanon and back from Murfreesboro, and also fuel,convenience fee and gratuity. This made his total $318.46. Not $400.00 as Mr.******* stated in his complaint.
We also have the recorded conversation between Mr. ******* and our Customer Service Representative and we feel that our CSR was more than apologetic for Mr. *******'s dilemma . This is available for your Case #XXXXXXXX.
**** ** *****, *** President and CEO
Grand Avenue Limousine, LLC
(The consumer indicated he/she ACCEPTED the response from the business.)
I asked for a partial refund for the orginal quoted price and express my dissatisfication with the phone call raising the price hours before my wedding.
Grand Avenue actually refunded me the full amount and had me contact their CEO to speak with him about their incident. I am grateful they quickly resolved my issue and seemed concerned with how their business acted.