• Report: #84260

Complaint Review: Club VIP

  • Submitted: Wed, March 17, 2004
  • Updated: Fri, January 15, 2010

  • Reported By:Phoenix Arizona
Club VIP
33 W Missouri Ave # 26, Phoenix, AZ Phoenix, Arizona U.S.A.

Club VIP Party Buses & Club Vip Elite Party Limousine ripoff, frauds, rude, condecending, attempted credit card fraud Phoenix Arizona

*General Comment: ALWAYS HAPPY WITH ELITE

*REBUTTAL Owner of company: Legitimate Company defends false claims by Ashley

*REBUTTAL Owner of company: Legitimate Company defends false claims by Ashley

*REBUTTAL Owner of company: Legitimate Company defends false claims by Ashley

*REBUTTAL Owner of company: Legitimate Company defends false claims by Ashley

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Where to begin- we had reserved a party bus for a frined's bachorette party. Club VIP informed us we were getting the larger bus fo the same rate because the smaller bus the kakoke machine was not functioning properly. They were to pick us up around 6 p.m.

They called after being 30 minutes late to let us know the bus broke down with radiator isues but they'd only be running a few more minutes behind. We asked it we could have the smaller bus since the only thing not working was the karaoke machine- they said it was already rented out (double booking?!?).

Nearly three hours later they only showed up with a van and a that could fit 12 and a second driver that they expected to drive one of our vehicles. They then demanded a $200 tip up front, even though they were late and made no attempt to correct the situation. They were rude and non-chalant about ruining one woman's bachlorette party!!

No services were rendered because at that price it was the same about as the party bus although we had missed 3 hours of our night and none of the perks that came with the party bus came with the van.

The following businewss day they attempted to charge the credit card listed on file to get money for services never provided.

Ashley
Phoenix, Arizona
U.S.A.

This report was posted on Ripoff Report on 03/17/2004 12:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/Club-VIP/Phoenix-Arizona-85044/Club-VIP-Party-Buses-Club-Vip-Elite-Party-Limousine-ripoff-frauds-rude-condecending-84260. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 4Employee/Owner
Updates & Rebuttals

#1 General Comment

ALWAYS HAPPY WITH ELITE

AUTHOR: JeffersonDavis - (United States of America)

I am writing in defense of Elite Limousines/Club VIP.


My experience with Elite Limousines and Club VIP has ALWAYS been a VERY POSITIVE and mutually profitable association.


I am a former CEO of a major corporation based in Phoenix and on many, many occasions we used Elite Limousines and Club VIP for our transportation needs.


To my honest recollection, neither myself nor any other individual I worked with, to my knowledge, has EVER had a single complaint with their service.


They were ALWAYS punctual, polite, professional and accommodating.  The vehicles were always clean and in tip top shape with spotless glassware.  We routinely tipped the chauffeurs in addition to the gratuity they received for a job well done.


As a matter of verbal and written fact...on quite a few occasions we received calls from our clients stating that the chauffeurs went above and beyond the scope of their job requirements doing such things as looking after children at Phoenix Cardinal football games, performing various errands such as shopping, buying, preparing and presenting gifts ranging from birthday to anniversaries...ALL of which only made my company and our reputation come off as nothing short of stellar.


I HIGHLY doubt that the young lady was "DEMANDED" to "pay a $200 tip UP FRONT" because that NEVER happened with ANY of our clients and we used Elite at least 50 times in a 3 year period and to my knowledge is just NOT what ANY transportation company ever does...how can someone DEMAND a tip?  If a waitress or waiter delivers mediocre service or is impolite, the customer simply does NOT tip them irregardless of how DEMANDING they may become.


And as far as the young lady's assertion that the company "attempted" to charge the "Card" for "services never received" as I stated prior, we did business with Elite at least 50 times over a 3 year period and to my knowledge they never made any attempt to process an UN-authorized charge.  However, in spite of the fact that there were unforeseen circumstances in the form of mechanical difficulties, it still appears that she was provided with transportation but where the gray area comes in is that the transportation just wasn't provided "as she expected or agreed upon" for which she had a valid complaint. 


While I am sypathetic to the fact that it "ruined" her bachlorette party, I hold some reservation in PLACING THE SOLE RESPONSIBILITY on ELite for the outcome. The reason why I say this is because during my tenure with my former employer there in Phoenix, if, on the rare occasion that the guys at Elite did NOT have vehicles available when we needed them(which was very rare indeed) I ALWAYS had a back up plan to meet my transportation needs.  Why didn't she simply call another company and take 5 minutes to call Elite and inform that she would no longer require their services?

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#2 REBUTTAL Owner of company

Legitimate Company defends false claims by Ashley

AUTHOR: Brian Muir - (U.S.A.)

As a responsible company it is our obligation to respond to false claims and outright lies to the best of our ability. Such is the case with this Rip off report.

The pickup time for the rental in question was at 8pm....not 6pm. The bus driver did call them to inform them that the bus had broken down on the freeway and we had at that point determined that it would not be possible to fix the problem. We try to fix problems first since when a 40 foot party bus breaks down during prom season, there are rarely any replacement party buses standing by to replace them. Such was the case this night. The only other bus on the road is one that we owned and it was rented to another party. We are well within our rights, by the way to rent a bus to any person, whether or not the Karaoke machine is working. The problem with Ashley's bus turned out to be a seized engine (about $8,000 in damage). While such a catastrophic breakdown is unfortunate, in a vehicle related business, these things do happen, without warning and without fault. At this point I personally called the group to see what they wanted to do and try to get a replacement vehicle to them from another company.

The only other vehicle we had was too small for their group. Two vehicles would be needed. They informed me that if we could get a van to them quickly, that they had another SUV vehicle and if we could get another driver for that vehicle, we could salvage the night. I arranged for a van from a friendly competitor and another driver to meet the stranded driver, pick him up and get to the pickup point. I stayed with the disabled bus to arrange for a tow truck. The van/SUM rescue was agreed to before we left. It was not a surprise on our part. We would never scramble a competitor's vehicle and a second driver without confirmation of an agreement in a case like this. I think any other business owner would do the same. The entire process delayed our arrival by about an hour which the group said would be acceptable. They were to receive free time at the end of the run to compensate for the delay, and a refund of the difference in price from a bus to a van. We did not arrive 3 hours late. Nowhere near it.

My drivers then called when they got there saying the group was screaming at them and they would not pay the tip which is paid in advance (and it was explained to them prior to renting) as company policy, especially on bachelor(ette) party runs which can be chaotic. We were not "rude and non chalant" At this point, we had 5 people involved on our end trying to save their party night. I got on the phone with the mother of the bride who was very pleasant and we were discussing the situation when one of the group got on the phone and began to complain and yell about the situation and informing me she did not want to pay the drivers. At one point, I simply hung up the phone because I could no longer deal with her rude profanity and overly emotional attitude. She was exceptionally rude. I then called my driver and he said that they had told him to go home, they would not pay the tip and the run was cancelled. At that point, we were glad to oblige. The driver's tip had nothing to do with the type of vehicle they drive. They are hourly employees that were doing their best to make the clients happy. The van was returned to the limousine company and my company was charged for the waste of their time and vehicle usage.

I can provide affidavits of the incident by two sober drivers as well as towing charge receipts. It's a shame their night was ruined, but we were not allowed to help as they had agreed to do on the phone. As a limousine company, we could have just said "sorry" and not tried to get them another vehicle. I think by showing up as promised, we did everything possible considering the situation. As for the my company attempting to charge them more money after the fact, well, I think that is just ridiculous.

I request that this report be pulled from public view since the matter is resolved. There is no issue to resolve.

I also question the ethics of the Rip Off Report folks who allow such unsubstantiated claims to be posted without even attempting to investigate. Our company has taken over 100,000 customers on party runs and the results are overwhelmingly positive. It would seem to be good policy and common sense to at least find out if any of the claims have merit prior to lending credence to them by blessing them with your web site.

Ashley can hate us for what happened, but if you add up all the repair bills, lost revenue, a vehicle out of service now for over a month, and aggravation, I think we already have had the worst of it.

I hope there is no more to discuss at this point and we can all move on to more productive uses of our time.

CEO CLUB VIP
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#3 REBUTTAL Owner of company

Legitimate Company defends false claims by Ashley

AUTHOR: Brian Muir - (U.S.A.)

As a responsible company it is our obligation to respond to false claims and outright lies to the best of our ability. Such is the case with this Rip off report.

The pickup time for the rental in question was at 8pm....not 6pm. The bus driver did call them to inform them that the bus had broken down on the freeway and we had at that point determined that it would not be possible to fix the problem. We try to fix problems first since when a 40 foot party bus breaks down during prom season, there are rarely any replacement party buses standing by to replace them. Such was the case this night. The only other bus on the road is one that we owned and it was rented to another party. We are well within our rights, by the way to rent a bus to any person, whether or not the Karaoke machine is working. The problem with Ashley's bus turned out to be a seized engine (about $8,000 in damage). While such a catastrophic breakdown is unfortunate, in a vehicle related business, these things do happen, without warning and without fault. At this point I personally called the group to see what they wanted to do and try to get a replacement vehicle to them from another company.

The only other vehicle we had was too small for their group. Two vehicles would be needed. They informed me that if we could get a van to them quickly, that they had another SUV vehicle and if we could get another driver for that vehicle, we could salvage the night. I arranged for a van from a friendly competitor and another driver to meet the stranded driver, pick him up and get to the pickup point. I stayed with the disabled bus to arrange for a tow truck. The van/SUM rescue was agreed to before we left. It was not a surprise on our part. We would never scramble a competitor's vehicle and a second driver without confirmation of an agreement in a case like this. I think any other business owner would do the same. The entire process delayed our arrival by about an hour which the group said would be acceptable. They were to receive free time at the end of the run to compensate for the delay, and a refund of the difference in price from a bus to a van. We did not arrive 3 hours late. Nowhere near it.

My drivers then called when they got there saying the group was screaming at them and they would not pay the tip which is paid in advance (and it was explained to them prior to renting) as company policy, especially on bachelor(ette) party runs which can be chaotic. We were not "rude and non chalant" At this point, we had 5 people involved on our end trying to save their party night. I got on the phone with the mother of the bride who was very pleasant and we were discussing the situation when one of the group got on the phone and began to complain and yell about the situation and informing me she did not want to pay the drivers. At one point, I simply hung up the phone because I could no longer deal with her rude profanity and overly emotional attitude. She was exceptionally rude. I then called my driver and he said that they had told him to go home, they would not pay the tip and the run was cancelled. At that point, we were glad to oblige. The driver's tip had nothing to do with the type of vehicle they drive. They are hourly employees that were doing their best to make the clients happy. The van was returned to the limousine company and my company was charged for the waste of their time and vehicle usage.

I can provide affidavits of the incident by two sober drivers as well as towing charge receipts. It's a shame their night was ruined, but we were not allowed to help as they had agreed to do on the phone. As a limousine company, we could have just said "sorry" and not tried to get them another vehicle. I think by showing up as promised, we did everything possible considering the situation. As for the my company attempting to charge them more money after the fact, well, I think that is just ridiculous.

I request that this report be pulled from public view since the matter is resolved. There is no issue to resolve.

I also question the ethics of the Rip Off Report folks who allow such unsubstantiated claims to be posted without even attempting to investigate. Our company has taken over 100,000 customers on party runs and the results are overwhelmingly positive. It would seem to be good policy and common sense to at least find out if any of the claims have merit prior to lending credence to them by blessing them with your web site.

Ashley can hate us for what happened, but if you add up all the repair bills, lost revenue, a vehicle out of service now for over a month, and aggravation, I think we already have had the worst of it.

I hope there is no more to discuss at this point and we can all move on to more productive uses of our time.

CEO CLUB VIP
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#4 REBUTTAL Owner of company

Legitimate Company defends false claims by Ashley

AUTHOR: Brian Muir - (U.S.A.)

As a responsible company it is our obligation to respond to false claims and outright lies to the best of our ability. Such is the case with this Rip off report.

The pickup time for the rental in question was at 8pm....not 6pm. The bus driver did call them to inform them that the bus had broken down on the freeway and we had at that point determined that it would not be possible to fix the problem. We try to fix problems first since when a 40 foot party bus breaks down during prom season, there are rarely any replacement party buses standing by to replace them. Such was the case this night. The only other bus on the road is one that we owned and it was rented to another party. We are well within our rights, by the way to rent a bus to any person, whether or not the Karaoke machine is working. The problem with Ashley's bus turned out to be a seized engine (about $8,000 in damage). While such a catastrophic breakdown is unfortunate, in a vehicle related business, these things do happen, without warning and without fault. At this point I personally called the group to see what they wanted to do and try to get a replacement vehicle to them from another company.

The only other vehicle we had was too small for their group. Two vehicles would be needed. They informed me that if we could get a van to them quickly, that they had another SUV vehicle and if we could get another driver for that vehicle, we could salvage the night. I arranged for a van from a friendly competitor and another driver to meet the stranded driver, pick him up and get to the pickup point. I stayed with the disabled bus to arrange for a tow truck. The van/SUM rescue was agreed to before we left. It was not a surprise on our part. We would never scramble a competitor's vehicle and a second driver without confirmation of an agreement in a case like this. I think any other business owner would do the same. The entire process delayed our arrival by about an hour which the group said would be acceptable. They were to receive free time at the end of the run to compensate for the delay, and a refund of the difference in price from a bus to a van. We did not arrive 3 hours late. Nowhere near it.

My drivers then called when they got there saying the group was screaming at them and they would not pay the tip which is paid in advance (and it was explained to them prior to renting) as company policy, especially on bachelor(ette) party runs which can be chaotic. We were not "rude and non chalant" At this point, we had 5 people involved on our end trying to save their party night. I got on the phone with the mother of the bride who was very pleasant and we were discussing the situation when one of the group got on the phone and began to complain and yell about the situation and informing me she did not want to pay the drivers. At one point, I simply hung up the phone because I could no longer deal with her rude profanity and overly emotional attitude. She was exceptionally rude. I then called my driver and he said that they had told him to go home, they would not pay the tip and the run was cancelled. At that point, we were glad to oblige. The driver's tip had nothing to do with the type of vehicle they drive. They are hourly employees that were doing their best to make the clients happy. The van was returned to the limousine company and my company was charged for the waste of their time and vehicle usage.

I can provide affidavits of the incident by two sober drivers as well as towing charge receipts. It's a shame their night was ruined, but we were not allowed to help as they had agreed to do on the phone. As a limousine company, we could have just said "sorry" and not tried to get them another vehicle. I think by showing up as promised, we did everything possible considering the situation. As for the my company attempting to charge them more money after the fact, well, I think that is just ridiculous.

I request that this report be pulled from public view since the matter is resolved. There is no issue to resolve.

I also question the ethics of the Rip Off Report folks who allow such unsubstantiated claims to be posted without even attempting to investigate. Our company has taken over 100,000 customers on party runs and the results are overwhelmingly positive. It would seem to be good policy and common sense to at least find out if any of the claims have merit prior to lending credence to them by blessing them with your web site.

Ashley can hate us for what happened, but if you add up all the repair bills, lost revenue, a vehicle out of service now for over a month, and aggravation, I think we already have had the worst of it.

I hope there is no more to discuss at this point and we can all move on to more productive uses of our time.

CEO CLUB VIP
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#5 REBUTTAL Owner of company

Legitimate Company defends false claims by Ashley

AUTHOR: Brian Muir - (U.S.A.)

As a responsible company it is our obligation to respond to false claims and outright lies to the best of our ability. Such is the case with this Rip off report.

The pickup time for the rental in question was at 8pm....not 6pm. The bus driver did call them to inform them that the bus had broken down on the freeway and we had at that point determined that it would not be possible to fix the problem. We try to fix problems first since when a 40 foot party bus breaks down during prom season, there are rarely any replacement party buses standing by to replace them. Such was the case this night. The only other bus on the road is one that we owned and it was rented to another party. We are well within our rights, by the way to rent a bus to any person, whether or not the Karaoke machine is working. The problem with Ashley's bus turned out to be a seized engine (about $8,000 in damage). While such a catastrophic breakdown is unfortunate, in a vehicle related business, these things do happen, without warning and without fault. At this point I personally called the group to see what they wanted to do and try to get a replacement vehicle to them from another company.

The only other vehicle we had was too small for their group. Two vehicles would be needed. They informed me that if we could get a van to them quickly, that they had another SUV vehicle and if we could get another driver for that vehicle, we could salvage the night. I arranged for a van from a friendly competitor and another driver to meet the stranded driver, pick him up and get to the pickup point. I stayed with the disabled bus to arrange for a tow truck. The van/SUM rescue was agreed to before we left. It was not a surprise on our part. We would never scramble a competitor's vehicle and a second driver without confirmation of an agreement in a case like this. I think any other business owner would do the same. The entire process delayed our arrival by about an hour which the group said would be acceptable. They were to receive free time at the end of the run to compensate for the delay, and a refund of the difference in price from a bus to a van. We did not arrive 3 hours late. Nowhere near it.

My drivers then called when they got there saying the group was screaming at them and they would not pay the tip which is paid in advance (and it was explained to them prior to renting) as company policy, especially on bachelor(ette) party runs which can be chaotic. We were not "rude and non chalant" At this point, we had 5 people involved on our end trying to save their party night. I got on the phone with the mother of the bride who was very pleasant and we were discussing the situation when one of the group got on the phone and began to complain and yell about the situation and informing me she did not want to pay the drivers. At one point, I simply hung up the phone because I could no longer deal with her rude profanity and overly emotional attitude. She was exceptionally rude. I then called my driver and he said that they had told him to go home, they would not pay the tip and the run was cancelled. At that point, we were glad to oblige. The driver's tip had nothing to do with the type of vehicle they drive. They are hourly employees that were doing their best to make the clients happy. The van was returned to the limousine company and my company was charged for the waste of their time and vehicle usage.

I can provide affidavits of the incident by two sober drivers as well as towing charge receipts. It's a shame their night was ruined, but we were not allowed to help as they had agreed to do on the phone. As a limousine company, we could have just said "sorry" and not tried to get them another vehicle. I think by showing up as promised, we did everything possible considering the situation. As for the my company attempting to charge them more money after the fact, well, I think that is just ridiculous.

I request that this report be pulled from public view since the matter is resolved. There is no issue to resolve.

I also question the ethics of the Rip Off Report folks who allow such unsubstantiated claims to be posted without even attempting to investigate. Our company has taken over 100,000 customers on party runs and the results are overwhelmingly positive. It would seem to be good policy and common sense to at least find out if any of the claims have merit prior to lending credence to them by blessing them with your web site.

Ashley can hate us for what happened, but if you add up all the repair bills, lost revenue, a vehicle out of service now for over a month, and aggravation, I think we already have had the worst of it.

I hope there is no more to discuss at this point and we can all move on to more productive uses of our time.

CEO CLUB VIP
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