Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/17/23 I booked and paid for a limo service with Rockford Rides. On 1/17/23 I paid Rockford Rides $1560.00 for a service that included a limo pickup/drop off on 1/21 and a second pickup/drop off on 1/22. On the morning of 1/21 I sent an email to Rockford Rides informing of the need to cancel the service. I spoke with ********************* by phone on 1/21 and explained I needed to cancel the service. At that time, **** explained that I had two options: 1.) Cancel for a refund, which included a 25% cancellation fee 2.) Cancel scheduled service and keep a credit to use my $1560 services at any other time (no expiration or additional fees)On 1/21 I decided to maintain a credit to see if I could use a limo service for a different event.On 4/19 I emailed **** and Rockford Rides and stated that I am unable to find a reason to use the limo service and Id like to move forward with a refund instead of a credit.On 4/20 **** called me and I explained that Id like a refund as I currently do not need the limo service. **** states that he would process the refund and I would receive an email regarding the refund.After receiving the email informing me of the refund, I reviewed my financial transaction statement and see that a refund was being processed of only 50% ($780) of the total that I originally paid. Rockford Rides website states (in two separate locations) that 25% cancellation fee applies to a cancellation. There is no statement of a larger fee being applied based on the timeframe of a cancellation related to the date of service.When I reached out to **** via email regarding why I was only being refunded 50% vs the 75% I should be refunded based on his policy noted on his website, he responded with different information than what is being advertised as the company policy, and that Im only receiving 50% since I cancelled same day. After I responded via email, he called me to argue his stance and then hung up on **** am looking for my additional $390.00 refunded.

  Business Response

  Date: 04/24/2023

  Hello my name is ************************* and I am the owner of Rockford Rides. The customer/person filing complaint, (*****************************) is not being thoroughly truthful. Here is what actually happened (I have attached screenshots to support my statement.)

  So on ***uary 17th 2023 the customer filled out one of our "web forms," asking for a "last minute request for transportation on ***uary 21st 2023. My logistics team and I juggled around our schedule to accommodate the customer (*******) and provide the transportation as she requested. On *** 21st 2023, at @11:56am (same day the transport was supposed to occur) which was only 4 hours prior to the scheduled pick up time, the customer (*******) called to cancel the event. Now keep in mind that we (Rockford Rides) had already, scheduled a driver, prepped and fueled our vehicle and were in preparation to depart to the customer's pick up address. 

  I (*********************) took the customer (*******'s) call on *** *********, and explained to the her on that phone call that Typically in these scenarios, (When the client cancelled the ride same day and just a few hours before the event,) that we (Rockford Rides) do not offer any refund amount aka "No Refund," which is clearly stated on the digital receipt that we provide our customers from our credit card processor "Square." (also attached and circled in red)

  After some further conversations with the customer "*******," we mutually agreed that ******* would only recieve an "in store credit," of $1560 to use at any time in the future. (also attached in a screenshot.) 

  I (*********************) was willing to offer that "in store credit," and explained to the customer that it was very unethical and unprofessional of her to cancel, just a few hours before the event, however the customer repeatedly asked that I have compassion and understanding, so with that, I made an exception to policy and offered an in store credit of $1560

  Then later on April 19th 2023 (months and months later) the customer (*******) contacted me (****) and demanded a full refund. I reminded her of our previous agreement on *** 21st 2023, however ******* verbally threatened me several times. I reminded ******* of the agreement that the both of us had previously and mutually agreed to.

  ******* became very verbally aggressive. I informed ******* that if I were to once again, "amend our agreement on the "in store credit," then I would charge a 50% fee of the funds she previously paid, due to the last minute request, time that my team spent scheduling the event, time to pay the driver that clocked in to perform the transportation service, time to pay our scheduling and logistic team, time spent via phone calls and emailing the customer, the several times that she contacted us to continuously change the event, the fuel costs to fuel up the vehicle, time spent washing and detailing the vehicle, ect. To avoid any further hassles to my team and myself, I told ******* that the only offer I was willing to agree to, was to refund 50% of the fees. ******* fully agreed and a refund for $780 was disbursed. Then afterward ******* called our dispatch team again demanding another $390.

  Now, if you look at our (Rockford Rides) reputation both online, as well as with the BBB, we have a "stellar reputation."  Never any complaints in relation to this issue.

  It is my opinion that this customer is being very irrational and inconsiderate to the amount of time that was invested into this situation on the behalf of our scheduling and logistics team and vehicle preparation. Not to mention the fact, that we had several other requests for *** 21st, 2023, that we declined due to the fact the that ******* had scheduled that specific vehicle. We only have one of those vehicles in our fleet. When we scheduled *******, we lost business from every other customer that requested it.

  Furthermore, the customer (*******) agreed to several different options that were presented to her regarding the compensation or reimbursement. Our 25% cancellation fee is only applicable if the customer attempts to cancel within ***** hrs prior (at least a full day before) of the agreed upon pick up time, not just a few hours (the same day of the transport).

  I'd also like to add, the customer, fully agreed to the in store credit option, however then "months later," decides that she "wants a full refund??" I'm sorry but Im am not going to allow myself or my business to be bullied. This customer made her own choices, decided to attempt to cancel our service just a few hours prior, on the the day of the event, agreed to take an in store credit, which VOIDED her option for any type of refund, then months later, decides that she wants to "change her mind," and bully and threaten me for a refund.

  After all of that I still remained ethical and professional and refunded a portion of money to her. However, I am not going to allow her to bully me any longer. ******* needs to understand that she has some responsibility in this situation and that her decision cost my business (Rockford Rides) time and expenses as well. I (****) am standing behind my decision, I will not refund any more monies.

  Respectfully,

  ************************* - Rockford Rides

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19962158
  
  I am rejecting this response because:
  

  The simple, unarguable fact is that Rockford Rides policy clearly states that services can be cancelled and customers will be charged a 25% cancellation fee. It references nothing in regards to a 50% fee if a service is canceled within X amount of time. The policy states nothing of a timeframe which impacts the cancellation or the cancellation fee. That is fact. I have not been refunded 75% of the full amount I paid for the service I decided to cancel.

  The fact that ****** references me bullying and being verbally abusive is offensive and a gas-lighting tactic that is unacceptable from anyone that works as a business owner and provides services to the public. I will not accept a slanderous statement that is riddled with lies.

  If you review any of the negative reviews online for this business, youll see that ****** takes the time to attack every person that hasnt had a positive experience with the business. 
  

  Regardless of the fact that I decided to cancel the service three months later that I originally requested to cancel and felt pressured into taking a credit for instead, per the cancellation policy on the businesss website, a customer can cancel at any time (as there are no exceptions listed on the policy regarding timeframe of cancellation to service date) and will be charged a 25% cancellation fee.

  How can a business go against their cancellation policy that is listed on their website in two different locations? The refund receipt of $780 that ****** uploaded which states no refund policy is specific to his card payment processor, thats not the policy of his service. ***** see that is not noted on his website for the service. This financial service providers refund policy is different than ******* companys refund policy. 
  

  The fact that I have to spend my time trying to get a 75% refund, which is what Im owed based on the service providers own policy that is marketed, is extremely frustrating. Ive only provided true statements and have provided documentation of all written communication that supports my statements.

  If ****** wants to take the liberty of negotiating the cancellation fee based on a timeframe, then that should be included in their policy.

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

  Business Response

  Date: 04/25/2023

  Brianna is not recognizing the ***** that once she agreed to the in store credit option, that voided any possibility of a refund.

   

  She is also ignoring the fact that there were expenses incurred from her canceling. 
  

  Furthermore, Rockford Rides is an independently owned private company.

  ******** personal opinion, has no legal barring on what language that Rockford Rides should or shouldnt have on our website.

  ******* is nor an attorney and her biased opinion should have no leverage in this matter.

  ******* was refunded, a charge was withheld to cover the time and effort of the Rockford Rides staff, for the several schedule changes, phone calls, emails texts and now the time to continually reply to this matter involving the BBB.

  It is my belief as the owner of Rockford Rides, that this matter be brought to close, and we all move on from this situation.

  Furthermore *******, perhaps, in the future, you shouldnt request services from a business, and then cancel services or attempt to cancel services the day that the business is preparing to provide you with the services.

  
  

  perhaps, in the future, you shouldnt request services from a business, and then cancel services or attempt to cancel services the day that the business is preparing to provide you with the services.

  You have some responsibility in this matter, you made those choices not Rockford Rides.

  ******************** Rockford Rides was completely professional, community located with you in a very expedited manner. We completely changed around our schedule several times for you, and still to this day, our effectively communicating.

  
  

  The Staff at Rockford Rides was completely professional, community located with you in a very expedited manner. We completely changed around our schedule several times for you, and still to this day are affectively communicating.

  
  

  Once again, Im asking for this matter to be closed and to stop, ignoring the fact that it was Breawnas decision to cancel not Rockford rides.

  
  

  ******* is   ignoring the fact that it was her decision to cancel the same day, just a few hours before the scheduled transportation not Rockford Rides.

  if you hire a lawyer to represent you in court, and then the day of the court, that lawyer shows up to the hearing, and then you call the lawyer, and say, I dont want you to represent me anymore That lawyer is still going to charge you for the time they spent traveling to court and preparing for that hearing. T******** to court and preparing for that hearing,ect.

  Service based industries charge for time. Its that simple.

  If you bring your car to a mechanic and they inspect your vehicle, they present you with an estimate, and then you tell that mechanic that you would like to proceed with the repairs.

  The mechanic presents you with an estimate and then you tell that mechanic that you would like to proceed with the repairs.
  

  Then in the middle of that mechanic repairing your car, you decide I dont want the repairs done anymore and I want you to stop.

  That mechanic is still going to charge you for the time they spent on your car.

  The same is with in relation to our services.

  We spent time on the phone, we spent time scheduling, we spent time prepping the vehicle, we fuel the vehicle. The driver came in and was prepared to depart for the transportation, then ******* decided she wanted to cancel. times with Breawna.

  times with Breawna.

  
  

  The decision was mutually made that the option was an in-store credit which voided any type of refund possibility.

  Brianna needs to stand up and except that she has some financial responsibility in those choices.

  im going to ask one more time. Does this matter be put to rest and we all move on.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19962158
  
  I am rejecting this response because:
  
  The accountability I take as the consumer is reviewing the service providers policies prior to the purchase of the service. Based on the cancellation policy that is communicated in two locations on Rockford Rides website, I was made aware of the 25% cancellation fee that would apply if I cancelled. I am accountable for the 25% cancellation fee. Per the cancellation policy, Rockford Rides is responsible for refunding my 75% of the total paid when the service has been cancelled.
  
  The cancellation fee of 25% is what protects Rockford Rides for the costs and expenses resulting in a cancellation. Rockford Rides cancellation policy does NOT include verbiage that limits when, how, or why a customer can cancel. The screenshots Ive already provided clearly outline the cancellation policy that Rockford Rides is marketing on their website. Their cancellation policy states that the cancellation fees are non-refundable and non-negotiable.  If this 25% cancellation fee is non-negotiable, Im confused as to why **** thinks he can negotiate this to a higher percentage of 50%.
  
  ***** comments regarding how other service providers wouldnt allow a cancellation or stop request arent applicable to this conversation. What is applicable is the cancellation policy that Rockford Rides marketed in which **** is not following or upholding, thus the reason for the BBB Complaint.
  
  Im owed the additional $390.00 that **** and Rockford Rides are withholding in order to equal the 75% refund I am due per their cancelation policy.
  
  Sincerely,
  
  *****************************