ComplaintsforM & M Limousine

• 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 #.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented two limo's from M&M for my daughters wedding on 9/2/23. One limo had no AIR which they knew about. The other limo had a broken door so they couldn't open the door to get out if any type of accident occurred. They offered me a $157.00 refund which is a slap in the face since I paid $1575 for two limo's that were supposed to be in working condition. In 90 plus degree weather, neither was in working condition! I find it ridiculous to pay that kind of money on vehicles that clearly should have been left in the parking lot or at least at the repair shop.

  

  Business response

  10/12/2023

  Regarding the concerns raised in your recent communication, I would like to address them with due consideration and clarification.
  
  Firstly, you mentioned an issue with the door, initially indicating that it was shattered and subsequently stating that the driver could not open it. In response, we kindly requested photographic evidence of the purported shattered door, but this request was met with the assertion that the door could not be opened. It is important to note that all our limousines are equipped with emergency escape hatches to ensure passenger safety in the event of a door becoming inoperable due to an accident. Thus, safety was not compromised at any point during your trip. In good faith, we offered a 10% refund to resolve the matter.  
  
  Regarding the air conditioning (A/C) concern, we acknowledge that the aftermarket *********** in custom-built vehicles may not function at the same level as those in standard SUVs, particularly when confronted with high external temperatures. However, it is essential to emphasize that you had the option to decline our service when the limousine arrived and request a full refund. You chose to proceed with the service despite the prevailing weather conditions, and our team provided you with the complete service. In recognition of your discomfort, we are prepared to offer a 20% refund in this regard.    

  Customer response

  10/13/2023

   
  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.  

  However, I want to make it VERY CLEAR that I was NEVER told that the air conditioning didn't work.  NOR did I EVER SAY that the door was shattered.  I have NO idea where they got their information, BUT IT CERTAINLY WAS NOT FROM ME!  Do you really think I would have put any one from my family in ***** WAY WITH A SHATTERED DOOR?:  How STUPID!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  When should I expect to see my 20% refund?

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

  Customer response

  12/13/2023

   
  Complaint: 20610432
  
  I am rejecting this response because: I believe this case been closed; however, I never received the full amount from the vendor as promised.
   
  Sincerely,
  
  *********************

  

  Business response

  12/13/2023

  We never promised a full refund. We did refund the 20% as of 10/20/23

  Customer response

  12/13/2023

   
  Complaint: 20610432
  
  I am rejecting this response because: I never recieved the 20% of the total bill for BOTH limos. . Therefore they did not comply with the agreement.  Once I receive the 20%, I'm happy to close the complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  27 July 2023,Rented a bus for 10U softball game in Prru **. Extremely hot day. M&M sent bus with known Air conditioning problems. Bus arrived and was cool enough bus drive said it will cool off once we get going. Called dispatched about 30 mins into trip, they said they would send another bus to meet us in **** to bring us back because they knew they sent a bus with broken AC on an extremely hot day. Back up bus never showed up, company refused to send mechanic to look at AC because known issue that could not be fixed. Dispatched stated we would get full refund because no bus was sent and they admit sending broken vehicle, Profecto (manager) refuses to *************. I have offered to cover fuel and pay the driver but management will not return calls or provide information to settle in a payment amount.

  

  Business response

  09/08/2023

  We would like to clarify the situation regarding the refund. Our records, including recorded calls, confirm that there was never a promise of a full refund. The commitment made during the call with our dispatch team was a 20% refund. We have taken an initiative to process a 50% refund, which is above the initially promised amount, to demonstrate our commitment to customer satisfaction. We would also like to address the issue of the bus's air conditioning. Please understand that we never dispatch a bus with the knowledge that its A/C is non-functional. However, as these buses undergo aftermarket modifications, there can occasionally be unexpected issues with components like the A/C, leading to them not working during the journey, mostly on extra hot days. Additionally, our representative from Prefecto has been in consistent communication with the customer to address his concerns.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered limousine service and the car was supposed to be coming to pick up the riders for 6pm and the company called me at 5:40 and said the driver would be 40 minutes late, (6:40) then called back and said the driver wouldn't get there until 7:15.I told them the person had dinner and theater reservations. It was my granddaughters birthday.At this point they had no other choice but to wait and miss dinner and possibly the theater.The driver called the rider and told her that he was all the way in ******* Ville and the traffic was horrific. At this point the rider had to call an Uber which didn't arrive until approximately 6:45, they barely made it to downtown ******* for the theater.The rider spent $75 for the Uber and M&M told me that they were going to reimburse me for $132 for all of my trouble.I also want to receive the $75 for the Uber I spent because of their incompetency

  

  Business response

  08/21/2023

  Hello, Please reach out to me ************ - ********************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 12, 2023. We had paid a deposit of $305.00 on 2/06/2023 for limousine service for our son's wedding on 08/12/2023.We were charged an additional amount of $710.00 on 08/11/2023, per the agreement.I received confirmation link to confirm driver named ****** at 2:00 pm 8/12/2023., on Friday 08/11/2023. I confirmed. On Saturday, at 1:21 pm I got a text that the driver was enroute. At 2:15 the driver was still not there. at 2:30, no driver or car. We never received a call from them telling us they were not able to provide the service. We had to call them and were put on hold several times and told the bus broke down and there was no backup plan. We had our wedding party at the church with no rides. 28 people were waiting. We had to scramble to get rides back for them and it messed up our picture taking schedule. Our wedding planer called the company on Friday , 08/11/2023, to make sure everything was set and verify times. She also contacted them on Saturday when they didn't show up.Please help us BBB to secure our total refund and share our review to others so this misfortune does not happen to others. It truly led to some scramble and quick thinking to move the wedding party to their destinations.Thank you very much *** and *****

  

  Business response

  08/16/2023

  Hello, We are very sorry for you experience, we are going to issue a full refund and give you a $500 credit on file. Perfecto will be reaching to to you or you can call me ************ - ***************************, V.P.

  Customer response

  08/18/2023

   
  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

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled transportation to the airport through M&M for 28 people. Despite confirming the reservation 24 hours in advance, M&M did not arrive at the scheduled time. After calling M&M multiple times, I was finally advised that the driver would be 90 minutes late to pick us up for our international flight. M&M did not offer any alternative transportation. We therefore had to drive ourselves to the airport in six personal vehicles and park in remote parking for two weeks. It took more than a month and multiple calls to the customer complaint department to get a refund of the original payment. M&M still refuses to reimburse us for the airport parking fees.

  

  Business response

  07/21/2023

  We are very sorry, This should of been handled better. I am going to mail her a check for the difference. 

  

  Business response

  07/21/2023

  We are very sorry, This should of been handled better. I am going to mail her a check for the difference. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: May 15th and May 19th Reserved a 14 person stretch suv for transportation to and from ***** Airport. Was notified 5 hours before departure that the driver wasnt answering his phone so they were going to send two Suvs instead. Coming home the stretch limo was a disaster! Junk in the back end so most of our luggage had to go into the limo with **. 10 minutes into our trip home the back of the limo popped open. Pull over on expressway to close it. ******************************************************************************************* a construction zone during rush hour!! Driver calls someone and tells ** we need to get out of the limo. So 6 adults and 5 small children had to climb over a concrete barrier so we didnt get killed. I will not even comment on the unprofessionalism of this driver. Called the company to complain about our experience. Got a call back that they would look into it and I havent heard a word back from them. Please do not use this company! I was never so happy to walk into my house alive after this experience.

  

  Business response

  06/08/2023

  We sincerely apologize for the inconvenience caused during her entire experience. We have taken immediate action to address the situation. Firstly, we will issue a refund for the vehicle that experienced a breakdown. It's important to note that she failed to mention how we promptly arranged another vehicle to ensure her entire party reached home safely. As a gesture of goodwill, we will also provide her with the recorded phone call for verification purposes, which we will email to the Better Business Bureau (BBB).
  

  Moreover, we would like to highlight that our policy, to which she agreed, allows for vehicle replacements in the event of unforeseen circumstances such as a driver calling off or not responding. Despite the challenges we faced, we managed to get her to the airport on time and kept her informed throughout the process. We acknowledge that her overall experience was less than satisfactory. While we regret the delayed response in addressing her concerns, we are actively working to resolve the matter. We are currently awaiting the driver's availability to provide their account of the incident and have initiated a comprehensive review by gathering all recorded calls and video footage from the vehicles involved.
  We want to emphasize that, at no point, did we intentionally put her party at risk. We understand the gravity of the situation and are committed to rectifying any shortcomings in our service. We appreciate her patience and understanding she will be fully refunded for the vehicle that broke down and given 20% back on the vehicle swaps. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked limo in April 2023, paid in full $446.00. 48 hours before our appt. they cancelled ********. Still waiting for a refund. There were no other limos available with short notice.

  

  Business response

  06/05/2023

  ***, I am very sorry. The refund was issued on Sunday please allow a few days for it to post. We gave released the funds, the banks just need to transfer and post. We would like to give you a credit as well for $446.00. Please reach out to me if you need anything else. ************ - *************;

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business falsely advertized the service they provide it's a limo company I had purchased it on May 10th in the amount of ****** the limo had mechanical issues which caused it to shut off it was scratched up I inform the company of the false hoods they represented the driver was very rude I also informed the company of this they said they would get back to me on 2 weeks and that time has passed

  

  Business response

  05/24/2023

  We went out of our way to let this client pay in increments. We also addressed her concerns. When she called in she said " The client called complaining about how rude the driver was; the driver didn't greet them as soon as they entered the vehicle. The driver stayed on his phone the entire time, and the whole attitude of the driver was very rude, unethical, and unprofessional. The driver is also eavesdropping on the client's conversation. Also, the speaker is barely working, there's no cooler inside, and the window has too many scratches." We could not prove any of this but still offered her ****** back. 

*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. ↩