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Austin Prestige Limo
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Best Limo & sedan service austin tx by "Austin Prestige Limo"
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Dear Scott,

We are sorry for what happened and it is indeed unfortunate what occurred during your rental. 
While we are not used to these types of conflicts and we always stand behind our provided services, this one was in particular quite unique and exceptional.  We have successfully been serving a wide variety of customers for all type of events with excellent feedbacks and strong relationships built over years of service.

What happened with your service and decision made by our company on May 19th is rare and undesired by our company culture, unfortunately it was the only and best way to protect you, your party, the public and the reputation of our company.  Here is a summary of what went on that day.

Your reservation was booked on xx/xx/xx with a confirmation sent the same day.  The reservation was made for a Stretch Lincoln Towncar that seats 8-10 passengers, 10 being maximum capacity according to manufacturing specs.  We showed up at your pickup location promptly ready to provide service.  
After your group of guests got on board and
When Chauffeur drove off he felt the car was overloaded, He turned and asked about the numbers of passengers, he then was told that there were 12 adults passengers. 

Chauffeur tried to reach out to company to report such a situation.
Chauffeur was unable to get hold of someone in the office due to an extremely busy Proms, Wine Tours, and Wedding day.
Customer informed the chauffeur that they have approval from the company to proceed with 12 passengers on 10 passengers MAX limo.
When the company got hold of chauffeur and learned about the situation, he then was order by the company to pull over immediately.  Under customer pressure and a failed attempt to bribe the chauffeur, and the fact that they 5 minutes away from destination, chauffeur decided to continue on till the destination.
We then spoke to Emily (person who booked) and Scott who acted as their advisor, explaining our policies and offering options to remediate the situation.  
Unfortunately none of the options worked out for them and they refused to reduce the number of passengers onboard.  We then had to make the toughest and best decision for all by terminating the service.

Scott, let me put in few words what you were asking us to do:
You were asking us to put your beloved friends and family members lives at risk
You were asking us to put public lives at risk
You were asking us to break the laws and regulations put by the city of Austin
You were asking us to go against our insurance policies
Last but not least, you were asking us to jeopardize our company principals that we stand by at all costs, safety, reliability, professionalism and commitment to our customers.

Again, we are sorry for the inconvenience that may have caused, but we trust that it for the best.

Sincerely,

Austin Prestige Management.
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