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:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During Labor Day holiday, I need to take this company's shuttle from *** to **************************** at 3:30 pm on August 30th. My flight is at 6:57 pm. The bus arrived at PMU at 3:40 pm, but the bus driver realized there were too many passengers. Due to the company's poor scheduling, we had to wait for another half hour before boarding the new bus. By then, it was already 4:15 pm. However, at ***********, they once again wasted time until 4:45 pm, more than an hour after leaving at 3:30 pm as stated on the website. Their driver was also very relaxed on the road and did not drive in a hurry. They arrived at ******************** at 6:50 pm, which left me with no time to pass through security and catch up with my original flight. I had to waste more than $500 to buy a new plane ticket, which caused great damage to my wealth and spirit. However, this company only refunded my bus fare(55$) and was unwilling to pay any fees to compensate for my loss. The reason they gave was that I didn't reserve enough time to arrive at the airport, but it turned out that they wasted all of this time on delaying departure. They made me very angry at the beginning of my vacation, which prevented me from attending my friend's party that night. The rush at the airport left me feeling overwhelmed, and the new flight arrived in ****** at 1:30am. The party had already ended long ago, and I was very tired both mentally and physically. For my additional airfare expenses, their poor service attitude, and my mental damages, I believe they should compensate me at least $3000.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair 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.

  I booked the shuttle service from Lafayette Limo for the trip from ****** to *** airport. The trip to *** usually is around one and half hour. Their website says we should be there within 1hr 50 mins. But it took me 2.5 hours to get there and late for my flight. It took me 400 dollars to rebook and wasted 100 dollars for the original ticket. I had to stay at the airport for the whole night. I require a reimbursement on that and they can only offer me credit on taking the awful shuttle again, not even refund the ticket.First of all, the driver came to the stop late to pick us up and stopped for "out of electricity after 10 mins drive. But he was able to keep driving after he said the electricity was out. He insist to stop to check the vehicle after driving for a while. I do not think you could keep driving after its out.Secondly, he detoured to instate instead of staying on highway which took us half more hour. We heard him talking to the office and the office lady suggested him to stay on the highway but he did not. I believe its better to drive on the highway to recharge even if there is really an electricity issue.Lastly, it was before merging to the highway from instate when he did the head count, not before departure. He just stopped there and said dont worry theres nothing to do with the vehicle issue. I just forgot to do the head count. It was only 20 mins away from the airport when he did the head count. People yelled at him saying we were already late do not waste our time. He just did even care about everyone has a flight to catch and asked us to relax.

  Business Response

  Date: 04/13/2023

  As stated in our terms and conditions and agreed upon before purchasing the ticket online, we do not offer refunds. There were vehicle issues on the day of travel. The driver was in contact with the garage manager throughout the trip regarding the issues with the vehicle. Given the delay due to the vehicle issues, after pulling Dash Cam and GPS video from the vehicle, it shows that the driver arrived to the airport at 450pm. This is only 20 minutes past the normal scheduled time for drop off. We always suggest customers to plan to arrive to the airport at least 90 minutes before their flight so if there are any delays along the way they will not miss their flight. This customer stating they missed their flight with us being 20 minutes late clearly shows they did not go with our suggestion to plan ahead. We also state on our website to expect delays during our busy times and this day happened to be one of our busy days for ****** students and 20 minutes is actually a pretty decent time to arrive to the airport given the amount of passengers that we transport. We did offer a credit for future use for the inconvenience of the shuttle having mechanical issues when on a normal day we would not have offered a credit as the shuttle was only 20 minutes late. 

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As I stated previously, the reason that the shuttle was late was because the driver's wrong activities but not because the shuttle was out of electricity. The driver was still able to drive the car even after he said it was out of electricity, which was impossible. The main reason was because he chose to detour from the highway, which can also lead to potential issue when the car has low electricity (if there was really an issue). The detour took an extra half an hour. And he even stopped for a head count which should not happen during the trip which took some extra time. Even when we told him we were about to be late he just didn't care. The most unacceptable thing was his attitude and stubborn about the detour. I do not accept the explanation. Everyone on the shuttle was unhappy with the experience even if most of people were not paying $500 extra for rebooking for the flight. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My son was scheduled on Lafayette Limo from ************ at 8:30pm on 11/28. My son needed a procedure on the morning of 11/28 where he was sedated and was advised by the doctor that flying the same day wasn't a good idea. Once I (his mother) was told that, I called to change his flight to 11/29 and also to reschedule the limo. The first person I spoke to said the limo company doesn't allow changes within 24 hours and doesn't make exceptions. She also referred to "one bad apple ruining it for everyone". I was confused by that comment and asked to speak to a manager, since my son's situation was for a medical reason. The women told me I needed to file a complaint and a manager would get back to me. She filed the complaint for me and then I waited. After about and 1.5 hours, I called back to see the status, since I had to book the shuttle for my son for 11/29. A man answered and I again explained my situation. He also referred to "a bad apple" ruining it for everyone. I told him that the "bad apple" had nothing to do with my situation. I asked if he was willing to lose me as a customer, since I have booked many times with this company in the past. He said something to the affect "the company is still in business so we will be fine". I said I was disappointed and that I wouldn't use them again and that he was being extremely short-sighted. All I wanted was to have my reservation rescheduled. I wasn't asking for my money back, but now that I have rescheduled with anther company, I want my money back. I'm very disappointed in the horrible customer service I received. I can't believe under the circumstances, they wouldn't accommodate the change. The airline did it with no questions asked!