ComplaintsforM & M Limousine

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife booked M&M Limo to pick her up along with our daughter and their two friends on Saturday June 15th at 11PM at ************* in *******. My wife called M&M Limo at 11PM to check on the status of the limo and M&M **** replied "we cancelled your limo because we don't have any cars". This resulted in four women being stranded in downtown ******* late at night. My wife called M&M Limo over a week ago to get a refund but M&M Limo has failed to issue a refund.

  

  Business response

  06/25/2024

  318930*1 - Refund was processed 
  

  In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card. Refunds issued to a bank account or pin-less debit typically take 14 business days to reflect on the account balance. This time frame may vary from one financial institution to another.

   

  ***** give me a call and ill issue you some credits as well my team messed up and ill work with you to make it right past the refund. - *************  ************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took my money. I paid in full and only policy communicated was that I could not cancel within 7 days. 1 hour before services being provided I was told no vehicle was available, second customer rep said no driver was available, then a call back after pick up time that they were just running late. They are claiming i "cancelled" on them after I was I promised full refund plus additional fees incurred for cancelling. Nothing received yet.

  

  Business response

  05/01/2024

  We have communicated with both her and her husband and also sent receipts via email. Attached is the proof of the email confirming her booking, which includes our terms and conditions. It's important to clarify that we did not promise any additional funds. All our interactions with the couple have been recorded and can be provided upon request. She received a full refund of $588 back to her debit card even before this complaint was posted. Additionally, we have provided a $500 store credit as a goodwill gesture. The email exchanges confirming these details are attached for your reference. Our policy clearly states that we are not responsible for refunding any incidental costs.

   

  I have also included the proof she got these emails. We do not have any of her funds as they where 100% refunded, she still has a credit on file for $500 on top of her refund. 

   

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a 14 passenger sprinter limo for 2 one-way trips to be done on 12/24/23 to take family to a play in ******* and then a ride home from a restaurant to the same home in the suburbs.When I called to book, I was quoted for a 14-passenger van and a higher rate ($223) for the limo. I decided to spring for the limo.On 12/24/23 a passenger van arrived at my home. I immediately called M&M limousine to report the wrong car and was told their limo was out of service. We still needed a ride so we took the van and I was told I would be given a 15% refund and I would receive a call from management after the holiday. The same style van was used for our trip home.On 12/28/23 I still had not heard from the company so I called and the person I spoke to said they knew that I had been given the van for the rides but reported no ticket was filed. They did agree to refund the 15% each way.Today, 1/12/24- still no refund in my account. I called and spoke with ****** who said no refund has been processed. I asked to speak to management and he said that was not possible but that he would let them know.Total $446 paid for 2 limo rides The service provided was 2 passenger van rides. I was told twice I would get a 15% refund per trip. As of today no refund has been issued.I do not know what to do at this point. Please advise.Thank you.***************************

  

  Business response

  01/29/2024

  Please reach out to me I will get this taken care of - **** me your booking number - ********************************;

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with M&M Limousine to provide a 24 passenger Party Bus for my son/daughter-in-law Wedding. The wedding was on 11/25/23. The contract was for party bus service for 5 hours. The party bus dropped off the wedding party at approximately 4:30pm, which was approximately 45 minutes early as the contract was for service until 5:15pm. The party indicated that they were going to the bathroom and would be right back for the last 45 minutes. When they returned, the bus was gone. That is problem number 1. Problem #2 - when pulling into the venue (Cog Hill), the driver drove over a speed bump in the parking lot at a high rate of speed. This caused many of the individuals in the bus to fall off of their seats. In fact, one of the individuals is handicapped and actually bruised her hand. Unfortunately, nobody took pictures of her hand due to the fact they were just trying to figure out what was going on. The driver never acknowledged the problem, nor did he ask if everyone was OK. I was in contact with M&M right after the incidents. It took them at least 2 weeks to respond back to me. They stated that they needed to talk to the driver. After constant emails trying to get a response, they finally credited back 10%. I indicated that that was unacceptable. Their response was as far as they were concerned the case was closed unless I could provide additional information to substantiate my claims. I tried to get security camera proof from Cog Hill, but they do not keep the files for that long. If M&M would have been quicker with responses. There was absolutely any concern as to the health and well-being of the wedding party. I am extremely upset at M&M that they did not show any concern for the wedding party. They basically did their normal 10% credit, based on reviews I read on your website. I don't know how to approach them to try and get further resolution to this problem. Not sure you can help or not. Thank you

  

  Business response

  01/08/2024

  Please contact me - ************ ************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ charged my credit card after I paid in cash. I was never told the card would be charge nor did I give permission to charge my card.I was told they would work with me and now they are completely ignoring my emails.

  

  Business response

  01/18/2024

  We have no record of any cash given to either driver, we have spoken to both drivers and both of them have refused to get any cash from this client. When they booked they got a confirmation email highlighting the charges and payment terms. Please see attached. 

   

  5. Payments: Deposit or payment in full is required at the time of booking. Any remaining balance will be charged out automatically to the credit card on file 7 business days prior to the service date for reservations of $500 or more and 3 business days prior to the service date for reservations under $500. All charges are nonrefundable once the final payment date has been reache

   

  --

  Best, MuhammadTariq The Manager / Upper Management Head of Public Relations /Inbound Sales / ****************** / Group Transportation / ExecutiveResolutions Team ************ x 128|************ *************************** mmlimo.com*******.com

  Customer response

  01/18/2024

   
  Complaint: 21040034
  
  I am rejecting this response because: I don't believe the drivers stated no money was given. Plus the credit card authorization form I signed stated only the deposit to be withdrawn. I would love to know why two drivers would take cash if they are not allowed to. I will never use this company again and I will make sure everyone I know never uses this company. Social media will also be aware of this. 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/29/2024

  We spoke to both drivers at 2 different times, we did not get any cash. I will ask the drivers again for you. We do not accept cash as payment. You where always emailed the policy when you booked for the remaining charge as we sent before. 

  Customer response

  01/29/2024

   
  Complaint: 21040034
  
  I am rejecting this response because: no where does it say don't give cash and I would hope that your employees would have better morals but I guess not. I will never use or let my friends or family use your company.  

  The drivers should have said we don't accept cash and not take the money. Point blank. Plus I emailed and called the day after the charge happened!! And I was told no big deal. 3 months later I'm being told the drivers said no. Of course they said that ..it's been 3 months

  I work for a business myself and I would never tell a customer they are lying. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/18/23, I secured a roundtrip limo ride from my home to ******************.The event took place on 11/17/23.Confirmation numbers received from the business were #****** and #******.We have used this company previously, and requested that we have the same car the entire evening.This would allow us to leave our belongings in the vehicle. Reservations advised this would not be a problem, and we paid the invoice.This past Friday was our event. The inbound driver, ***************************, advised that he was a subcontracted driver- and would not be the driver picking us up. He told us we would have to take all of our belongings.I phoned M&M dispatch, as this was not the terms of the agreement. The dispatch cussed me out & advised it was a busy Friday night. We would need to take all of our items. The driver, *****, spoke with dispatch and told him that he was willing to stay with us- he had not other rides. The M&M dispatch would NOT honor our contract, and said they found a CHEAPER subcontracted driver for our way home. Our belongings were left in a parking lot, and were stolen. Our driver, *****, attempted to rectify the situation- even though he was not an employee at M&M. The dispatch at M&M and Management did not honor their reservation.

  

  Business response

  11/21/2023

  I have thoroughly reviewed the terms of the agreement that were presented to you during the booking process. It is essential to reiterate that our standard point-to-point service, as clearly outlined in both the initial quote email and the subsequent booking confirmation, does not guarantee the same vehicle for the entire evening. Consequently, the claim that you were assured of keeping your belongings in the vehicle for the duration of the event is not accurate. Additionally, it is crucial to clarify that leaving personal items unattended in the vehicle during a point-to-point service is not permissible due to operational constraints and the inability to guarantee the same vehicle. This policy is in place to ensure the safety and security of our clients' belongings. We are also allowed to subcontact its in the booking confirmation, See attached. We will not be refunding anything 

  Customer response

  11/21/2023

   
  Complaint: 20891515
  
  I am rejecting this response because:

  I have both invoices (see attached)-- neither contain the terms and conditions presented.

  I have used your company as BOTH a client and a travel agent and have always had this commitment when I make the reservation.

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

  

  Business response

  11/22/2023

  She was sent the confirmation emails on 11/10/23 18:24, We have proof, what this client is saying is false. We have a tracking system in our emails, Everything was given to this client clear as day. Please see attached. 

  Customer response

  11/22/2023

   
  Complaint: 20891515
  
  I am rejecting this response because: The business has attached a file that has nothing to do with my reservation. That is not my name or my reservation number. Please reference original complaint for both reservation numbers that do not contain the terms and conditions or the information you have attached.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/05/2023

  My fault, I uploaded the wrong files, I have uploaded the correct ones for *****************************, The fact still reminds that all our policy's are the same for every client and clear.  You can see she was sent the terms and conditions and the confirmation emails on 10/18/23 and she did infact open that email. 

  Customer response

  12/06/2023

   
  Complaint: 20891515
  
  I am rejecting this response because: As shared, the business has shared a file that does not show terms and conditions. I have shared the file that contains the invoices & the information shared the business. This does not match the information that the business is sharing. This is an ongoing problem with M&M Limo; which is why they have horrible reviews.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/06/2023

  I am falling to see where we did not upload the terms and conditions. Please see attached from Nov 21.  The only thing wrong was I upload one right file, everything else is correct, we did nothing wrong. 

  Customer response

  12/06/2023

   
  Complaint: 20891515
  
  I am rejecting this response because:

  These terms are NOT present on any of my invoices or emails that I received when I booked this reservation.

  This is evident in the attachments that I shared. You are attaching something that was NEVER sent to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid before services were rendered. Provider called the day before canceling services and offering a refund within 2 weeks. It has been over 2 weeks and no refund has been received,

  

  Business response

  10/11/2023

  Hello, We are sorry for the delay but this was refunded in full please see attached. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contracted M&M Limo to provide guest transportation services over the course of two days to celebrate our wedding. We booked one limo on Friday, 9/1/23, and two large buses on Saturday, 9/2/23.On 9/1 (the wedding rehearsal) M&M showed up 25 minutes late resulting in a drop-off time nearly one-hour past the expected time given known concerns about Friday afternoon traffic. The ************* missed their own rehearsal as a result.On 9/2 (the wedding day) the bride, groom and wedding planner spent the entire morning calling M&M to track down driver contact details, which were promised to us the evening before but never provided. Less than two hours before the contracted pick-up time, M&M informed us that a) one of the buses had broken down; b) they were attempting to find a replacement bus but had zero details on this process and couldn't promise us anything; and c) they didn't have a driver for the one operational bus. As a result of M&M's performance on 9/1 and their clear lack of execution on 9/2, we were forced to make the difficult decision to contract a third-party transportation service to augment our transportation needs. The third-party bus cost approx. $1,800 on top of the $2,384 we already paid to M&M.After contracting the third-party bus, we told M&M we did not need their services given their inability to deliver on the agreed upon terms. M&M refused to cancel our reservation and eventually found two buses, but with less than one hour before pick-up. M&M has offered a $60 refund for services on 9/1 and no refund for services on 9/2. In our view, which is substantiated by our wedding planner, M&M's service was completely inadequate and their offered refund does not come close to the financial and emotional duress created. Transportation is a simple, commodity-like business and M&M failed substantially.

  

  Business response

  10/04/2023

  Please email me your reservations numbers, ******************* I will personally review this, and If what you are saying is 100% accurate I will issue you a full refund. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used M and M Limousine Services for the company bus to transport ** from ******* to *************. All members on the bus are African ********* and some of us have health issues such as myself. The bus was leaking on the driver's ***** and middle seats but we were force to continue as is with an unsafe bus. In ** the bus had water pouring throughout the entire bus. M and M claimed that they would send a new bus to continue our vacation but they lied and were very unprofessional on the phone. We observed smoke and a system failure plus bad brakes. This was a mentally taxing experience that all 41 travelers shared. This company hasn't no human decency for any African American consumers. The bus is extremely unsafe to be on the road as we discovered driving through the mountains.

  

  Business response

  09/28/2023

  First and foremost, we'd like to sincerely apologize for the inconveniences you and your group faced during your trip from ******* to *************. We take the feedback of all our clients seriously, and we are committed to providing safe and comfortable transportation to everyone.

  To address some of your concerns:

  
  Safety: The safety of our clients is our utmost priority. The issues you mentioned, such as the leak and the brakes, are concerning. While wear and tear is a part of any vehicle's life, we are committed to regular checks and maintenance to ensure our vehicles are in top condition. We will be investigating the matter to ensure such an incident does not occur in the future.
  

  Bus Replacement: Arranging a replacement bus from ******* to ** is logistically challenging due to the distance of over 700 miles. This includes coordinating with drivers, ensuring proper timings, and the physical distance the replacement bus has to cover. We strive to provide solutions as quickly as possible, and we regret the delay you experienced.
  

  Professionalism: We apologize if our team came off as unprofessional over the phone. It is our duty to handle all situations with ***** and professionalism, and we will certainly be looking into this matter and taking the necessary steps to ensure this does not recur.
  

  Lastly, I'd like to emphasize that we are committed to serving all clients with respect, dignity, and professionalism, irrespective of their background or ethnicity. Discrimination has no place in our business, and any insinuation of such goes against our core values. We sincerely apologize for the experience you had, and we will be taking steps to prevent such incidents in the future.
  Thank you for bringing this to our attention, and we hope to have an opportunity to serve you better in the future.

  Customer response

  09/28/2023

   
  Complaint: 20660480
  
  I am rejecting this response because:
  it was 40 of ** own a raggedy bus.More than half of was senior citizens..it was cold and rainy outside when the second time you all sent someone to patch the hole the first time and then you would put driver and the 40 passenger safety in danger, because you surely didn't have anybody to attend to the safety of the driver and passenger 

   You all need to give us some of our money back..you can't guarantee us that this will never happen again PERIOD..WE DIDN'T HAVE ANY CREDIT TO GIVE YOU ALL WHEN WE PAID FOR OUR TRIP..
  Sincerely,
  ***************************

  

  Business response

  09/29/2023

  We have no booking under your name or the phone number or email that is on this complaint, have the person that booked it call perfecto ************. He will help you get to a resolution. Thanks. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a bus pouring water from the vents and roof going to our destination then a system break down, and faulty breaks when we were headed to our next destination. We sat hours on the bus before help was sent from the company. I am a senior citizen and suffer with some health problems. This is unacceptable.

  

  Business response

  09/27/2023

  We do not have a booking under this name or phone number, please provide booking #.

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