ComplaintsforLUXY

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've received a number of unwanted calls and texts from an Erick R****** under ###-###-####, with Luxy on 10/10. This person is looking for ****** ******, was told he has wrong number and to delete it, calls and texts persist.. A ****** search shows this person is affiliated with Luxy, is part owner and or has an interest in the company. He was told wrong number several times, still texts and calls, used a private number as well. Apparently, he called regarding a dispute filed against the company which has nothing to do with me.

  Business response

  10/11/2023

  Dear *** ******,
  

  I sincerely apologize for the inconvenience and disturbance you've faced due to our repeated calls and texts. It's essential that I clarify the situation and the steps we're taking moving forward.
  

  Our company, LUXY, is currently involved in a significant fraud dispute with an individual who provided the number you've referenced. This same number has also been associated with a person named ****** ******, with whom I personally conversed on July 31st. Our records can substantiate this communication.
  

  Your assertion of having the wrong number was taken seriously. However, the call was prematurely disconnected when I broached the topic of the dispute, necessitating further outreach to ensure clarity.
  

  It's crucial to understand that, given the ongoing legal dispute and fraud claim, we must continue to communicate with the number contractually tied to the case. Unless evidence is presented showing a change in number ownership within the past two weeks, our legal team will continue its efforts to resolve the dispute using the said number. If you can provide proof that this number has been registered to you recently, we will gladly adjust our records and approach.
  

  I deeply regret the inconvenience you've experienced and hope for your understanding in this complex situation. Please feel free to contact me directly for any further clarifications or concerns.
  

  Best regards,
  Eric R******

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  hello, they deactivated my account for no Reason and when I ask them to gave me writing answer why they deactivated my account, their answer was it is Luxy team decision and have a nice day

  Business response

  08/31/2023

  Dear BBB and Mr. **********,

  We appreciate the opportunity to respond to the concerns raised by Mr. **********. We regret to hear that he is dissatisfied with the situation surrounding the deactivation of his account.

  Mr. **********'s account was deactivated for specific reasons which were shared with him on multiple occasions. This includes:
  - Repeated use of possible software to claim rides
  - Repeated rides where confirmed extra services were not provided

  These reasons were communicated to Mr. **********, making this the third time we have addressed this matter with him. While we cannot disclose the specific details of individual accounts publicly, we can confirm that we have a record of the communication shared with Mr. ********** detailing the reasons for the deactivation. Additionally, we have recorded proof from our phone systems of the conversation where this matter was discussed.
  

  We understand that account deactivation can be frustrating, and it is never a decision we take lightly. We are committed to providing a fair and transparent service to all our customers. If Mr. ********** requires further clarification or has any additional questions, we encourage him to reach out directly to our customer service team, and we will do our best to address his concerns.

  Again, we regret any inconvenience caused and remain available to provide any further information as needed.
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A change was made on a reservation for August 30th, I changed vehicle from a SUV XL to a SUV, requested a refund for difference. I called back to confirm refund, was told someone would process refund today, 7/28, I called again to confirm and was told nothing done . It appears the company will not refund difference.

  Business response

  07/31/2023

  Hello. We spoke to *** and the refund was processed. He acknowledged it was received and mentioned he would connect with BBB to have the complaint removed. The attached invoice shows his refund was processed on the the 27th at the time he called. The delay was between the payment processor and his bank recognizing the refund. 

*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. ↩