ComplaintsforM & M Limousine

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* concert in *******. This garbage company left my wife and three friends stranded at midnight. When they called to see where their PREPAID limo was, the dispatcher was rude and told them no limo was available or coming. When questioned on this further he hung up and would not answer follow up calls. They did this to multiple people that night. I've since been told it's called bait and Bail to the highest bidder. So they book your ride and reserve the car for you. But keep trying to sell the car to someone who will pay more. Once they get a higher payer they don't cancel you. They just ghost you.

  

  Business response

  06/28/2022

  We had an issue with drivers calling off and not showing up to there promised shifts, Just like the airlines are canceling fights for the same reason. No need to trash talk, its a real world issue.  We are sorry for your inconvenience you will be refunded 100%. No one is selling to the highest bidder. Thanks. 

  Customer response

  06/30/2022

   
  Complaint: 17492143
  
  I am rejecting this response because The dispatcher that night was beyond rude to both my wife and myself when we called in.He hung up on her at midnight while her and her friends were stranded downtown ******* in a not so great neighborhood.Read the other reviews on this company and you'll find this is not simply an isolated incident, but rather a business practice of theirs.If you want further proof, read the businesses responses to people who file legitimate complaints on Better Business bureau, **************** and you'll find that they belittle and argue with their own clients.Their response is basic and very simple, it's never their fault. There was a contract in place, they took payment in advance, and they failed to meet the terms of said contract.A simple refund is not satisfactory result because I still had to drive over an hour at midnight while my wife and her friends were stranded downtown *******.They have a responsibility as business owners that they're not meeting. judging by the sheer number of similar complaints, this is not an isolated incident.
  
  Sincerely,
  
  **** G

  

  Business response

  07/07/2022

  We have issued a 100% refund,  We are very sorry for your inconvenience. The driver called off, we did not have anyone else. 

  Customer response

  07/08/2022

   
  Complaint: 17492143
  
  I am rejecting this response because: The response is not satisfactory as it does not solve the fact that my wife and her friends were stranded in a semi-dangerous part of the city at midnight. You did this to multiple clients that night and your agents were completely unapologetic in the way they treated My wife and other clients from their responses online
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/4/2022 I reserved a ******** **** for my daughters prom on 5/21/2022. On 5/20/2022 at 8:38pm (less that 24 hours to my 6:45pm reservation time) I received a phone call from your company informing me that the **** fleet was in the shop (A **** from ******* pass the prom send off location on 5/21/2022 by the way). I was offered a limo, a 2022 suburban or a ****************************************************************************************************** a picture of a white stretched limo. I informed him that I was not interested in a limo and that I didnt want a white car. The rep assured me that the white limo in the picture was just a picture and that your fleets were all black cars. I assured him that I would settle for the 2022 black ******* since the **** was not available. On the day of my daughters prom a white stretched limo was sent to pick her and her date up. The limo was filthy on the outside and had damage to the left side of the car where the door opens for passengers. My daughter was devastated. That is not the car I reserved nor paid for. I made it very clear the night before that I didnt want a limo and I wanted a black car. That part was made clear when I made the reservation on 4/4/2022. I spoke with a rep at 6:25pm that day and I was informed that there was a mix up and that a manager would call me on Monday (5/23/2022) regarding a refund. A suburban was sent to pick my daughter up from prom. Again, a car that I did not reserve nor approve of. I never received a call from the manager on 5/23 so I called the company myself. I spoke with a manager that took all the information down and stated that she would call me back by the end of the day and she never did. On 5/24/2022 I spoke with a rep I believe her name was *******. I repeated the same complaint that Ive been repeating since 5/21. ******* stated that a manager would give me a call by 2pm on 5/24. That call never came. I have yet to speak with anyone from your company regarding

  

  Business response

  06/07/2022

  She was refunded $30 for the inconvenience, She was told was the issue with she asked for the ******* never asked about the color the recorded call is attached. She used the service. We will not refunding more then the $30.00 

  Customer response

  06/10/2022

   
  Complaint: 17324969
  
  I am rejecting this response because:It is very unprofessional for the company to decide how much an inconvenience is worth. My best friend was present for the conversation when i stated that I did not want a limo nor a white car. The representative assured me that all of their cars were black. To send a scratched up dirty white limo to court my daughter off to prom, again was very unprofessional. Upon reading their reviews I realized that this company continues to use unethical practices. I had no choice but to utilize the service my daughter had to be at her prom at a certain time and the company sent whatever car they felt like sending me which is not what I paid for. The representative that I talked to on that Saturday of the prom informed me that a manger would be in contact with me Monday regarding a refund and I never heard from them. It took almost 2 weeks for them to get back to me after Id been reaching out to them for days. $30 does not rectify the inconvenience that was caused by this company after they received my money.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/16/2022

  We called her told her about the change, she was not truthful about the phone call that I presented. If she has pictures of the limo being dirty we will reconsider a bigger refund. Till then we consider this matter resolved.  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a limo from ***** to pick up a group at ****** on May 6, 2022. I ordered a nine person limo. What I got was a 40 foot limo with seating for 20 (at least) and the driver was a complete idiot. I did know that if I had a limo THAT size I would have to meet it at the Hilton. Plenty of normal (and stretch) size limos were granted access to the airport directly. This driver decided to knowingly park where he wasn't allowed to, get into a fight with the *** and, as we're trying to get into the limo, he drives off. I didn't ask for a large piece of junk car that had rust and peeling logos on it. Also, why was the driver so ignorant of everything? The manager I dealt with at ***** has refused to refund my money and has threatened to fight my credit card company so that I am not reimbursed. I have been trying to get this resolved since May 6, 2022 and now the company is threatening me. They are nasty, hostile, and don't care at all about their clients. They just try to scam you out of money. DO NOT USE THIS COMPANY!!!

  

  Business response

  05/23/2022

  The only person nasty, hostile and making threats is ****, she's even calling our driver an idoit. Our policy clearly states. 

   

  Attention: ******************** requires all pick *** that are not a normal sedan or SUV, to be picked up from the **********************. This does mean you will have to walk there.

   

  11. We reserve the right to substitute one vehicle or more vehicles for a booked vehicle providing the Customer the same or greater seating space in total as well as the right to outsource any vehicles to partnering company(s).

   

  We did nothing wrong, we owe her nothing, she even lied and emailed us that we called the wrong number. We have an issue with the 9 passenger and we are will within our rights to send a bigger vehicle. She even filed a dispute with AmEx which she failed to mention here so we will not be speaking to her anymore and will only deal with AmEx. 

   

   

  Customer response

  05/24/2022

   
  Complaint: 17236230
  
  I am rejecting this response because:

  
  

  This is the stupidest thing I've ever heard. None of these people pay attention. I told the woman who called my cell phone number that she called the wrong number because I ASKED HER TO CALL ME ON MY HOME PHONE. MY CELL PHONE WAS ON THE CHARGER.

  
  

  You all act like petulant children. 

  
  

  Go fight with AMEX. I am going to be more than happy to tell them that your "terms and conditions" were only available for me to see AFTER I signed the contract. It is nowhere on your website.

  
  

  But please. Do go on about how awful a customer is. After reading all of the complaints against you and the insanely terrible reviews you get, rest assured are still people out there you can s**** over.

  
  

  Have a nice day.
  
  Sincerely,
  
  *********************

  

  Business response

  06/01/2022

  We sent her the policy on 5/2/22 and  she opened it on 5/5/22 please see attached everything is in clear black and white. Amex has taken our side as well. We will no longer try to entrain this clients condescending manner and threats. We did nothing wrong, we owe her nothing. It says clearly in red " Attention: ******************** requires all pick *** that are not a normal sedan or suv, to be picked up from the **********************. This does mean you will have to walk there." 

   

  We sent her the policy the day she booked, she even read it, if she didn't agree to it she could of canceled for a full refund.  

   

   

  Customer response

  06/02/2022

   
  Complaint: 17236230
  
  I am rejecting this response because:

  AMEX has not taken your side yet. If they do, I'll accept their decision. As of right now, I have been credited all the money. Please know that if you continue to threaten me, I will call the police on you for harassment. Let's stop this right now.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We made a reservation (#******) for a ride to the airport with 6 people and 10 bags for pick up in *****, ** on 3/25/22. When our driver was late and we were standing outside waiting, I called the driver per the text we received and he said that he was given the wrong address and was on the ********************* for our pick up. Needless to say, he could not make it all the way to *****, ** in time to pick us up for our flight. I called the company, who transferred me to dispatch and they had no solution to get us to the airport. While I did receive a refund text of the $153 we paid, we followed up with the company to get reimbursement for our damages of $270 in airport parking. We ended up having to drive two cars in a rush to the airport and park in Economy parking for our trip from 3/25/22-4/2/22 at a cost of $135 for each car. No response from M&M. So disappointed in their service.

  

  Business response

  04/07/2022

  We refunded her the full cost of the trip, we will not refund any other costs. This was very clear in our policy that was sent to her when she booked. We are sorry about what happened. The refund of $153.00 was issued on 3/25/22. 

   

  $270 cost for parking - $153.00 refund = $117.00 - We are willing to offer her a credit on file for $117.00 to use towards a new booking. 

  Customer response

  04/08/2022

   
  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. I will be booking a new trip on Saturday, April 23rd and will use my $117 for that trip.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Personal M&M Limousines Services confirmation # MM222232 ride from Lowes ******* Hotel to ******************** on Monday March 14, 2022 @ 8:30am included the ******** State required car seats for 3 children - transportation arrived without the confirmed and prepaid car seats.Prepaid fare included 3 car seats @ $25 each = total $75 plus taxes and fees.Missing car seats reported via phone to M&M dispatch immediately upon transportation arrival at 8:30am on March 14, 2022 then followed by phone call to M&M Customer ********************** at ******* March 14, 2022 (M&M Customer ********************** commitment to escalate with management - no follow up received) then email complaint to *************** on March 14, 2022 (no response) then phone call to M&M Customer ********************** March **, 2022 (M&M Customer ********************** confirms receipt of customer complaint "Manager will respond" - no follow up received) then email *************** March 17th.

  

  Business response

  03/18/2022

  I personally called yesterday, left a voicemail and refunded him. This reservation was made online and the system did not push the car seats to the driver asking driver to pick it up. We have called our POS system and had everything fixed. I have left a voicemail as soon as I got his email yesterday. I also emailed him a receipt of the refund. I fully understand the laws, our online system is no excuse to this, but mistakes do happen. I was out of the office till Wednesday, but as soon as he emailed me he was taken care of. Very sorry for the inconvenience. 

  Customer response

  03/21/2022

  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.
  

  Additionally, I appreciate the speed M&M responded to this situation as well as their accepting responsibility for the system error.

  Thank you to the BBB for providing this constructive communication process.

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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reserved a 14 passenger Stretch SUV. I was called 30 minutes prior to the arrival time told that our vehicle had been in an accident (which later found out was a lie) and they would send another vehicle that could accommodate the 14 passengers. (Contract states this is acceptable as long as the same amount of people can fit) To our dismay, a 9 passenger limo showed up. We were told that Monday dispatch would call and work out the new price for this. It was a terrible ride, very dirty, and unsafe. Monday I called dispatch. I was told too bad as far as any type of credit. The manager **** was very rude. He stated our original driver was sick, and that is why we did not get what we reserved. I asked numerous times for a credit...as I paid for a 14 person vehicle and a 9 person vehicle is what showed up. I was actually charged an additional $91 which they stated was because we went over the 6 hour limit ( we did not) although, trying to stuff 12 people into a 9 person vehicle did take some time and finesse. I did contact my bank, and put a stop payment. They are not able to resolve this. This business took my funds for something I did not receive.

  

  Business response

  12/28/2021

  Hi. We Covered this trip with a company called ***************. It was done due to the fact that Our Vehicle was indeed in an Accident. Client was told that a smaller vehicle ( 9 Pass. Stretch) would be sent. Client was located in ********* ********. Instead of flatly cancelling the Service we went out of the way to accommodate this Client. She used the service to go to ******** ******** and on the way back she got an Upgrade to a Large Limo Bus at No Extra Charge. So clearly we did everything possible to accommodate this Client but it was not good enough. client had the rifgt to Refuse the service for a smaller Vehicle but still chose to use the service and than ask for a Full Refund. How is it possible??

  I personally spoke with ******* and she knew what was going on. We service hundreds of Clients on a daily basis and do a Great Job but when we fail, we lawys try to do the right thing for All Clients. Sometimes its just not enough.

*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. ↩