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:07/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  This business has "junk fees" (not sure exactly what to call them) which they don ** advertise on their website. They advertise having "Airport Web Specials" with listed prices. It does not say prices starting at.... When I was about to check out the price doubled so I called the business and they explained that they have surge pricing but do not notate that on the website. This seems like very shady business practice.

  Business Response

  Date: 08/21/2024

  Good morning, for all online bookings there is a disclaimer posted which reads:

  Disclaimer
  * Hourly rates do not include driver gratuity, ****** excise tax, fees or applicable fuel surcharges.
  * The hourly fuel surcharge is billed on the date of service and is subject to change.

  These are the *** and C's of our services. 
  
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22031633
  
  I am rejecting this response because: The representative I spoke with on the phone said that you guys do surge pricing based on events that are in town. He explained that is why the rate was so much more than listed. I consider this very very shady business practice. 
  Sincerely,
  
  A lost client

• Initial Complaint

  Date:07/15/2024

  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.

  on Sunday, June 23, I made a reservations for a limo for two people. I had called and booked this a month in advanced. when I had called at that time I was told that the limo was not working and call back in three days when I did that, I booked and paid in full. $243.60 then less than six hours before my flight I was texted to let me know that once again the limo was not working and I was offered a upgrade to a bus, it was not specified to me that the vehicle was a bus and had I not went on the website to see that I would have been very upset by the ride because we did not book a bus for two people we ordered a limo. they went out of their way to not mention that the vehicle was not a limo in order to not give a refund. So I was given $71 back, and were supposed to picked up in a black sedan limo. By this time I had spent all of my time getting to and at the airport, trying to fix the situation just to land and see that the driver was an hour away. I gave my itinerary at the time of purchase that way this is not an issue when I land because it is absolutely ridiculous to ask somebody to wait an hour. This is supposed to be a luxury service. at this point, I call and cancel my ride because they could not deliver on the promise that I paid for and I was told that I would be getting a full refund since the cancellation was due to their mistakes. I was told to wait one week and after that time, I still had not received a refund. I have called the office four times in an attempt to speak to managers and nobody will return my calls. on my fourth call that I made I was given the accounting email to try to settle this, they are refusing me a refund saying it is my fault and I had asked for a delayed pick up which is not true and I have the text messaged to prove it along with the messages were they tried sending me a bus not a limo. This company has stolen the $243 dollars from me and is blatantly lying. I would appreciate if my refund was returned to me in full

  Business Response

  Date: 07/19/2024

  On 06/23/2024 customer was advised that the limo she reserved went down for maintenance and she would still be serviced. My dispatcher text (4:07AM) and advised we would send her our Mercedes Limo Sprinter (NOT BUS), when customer said that would not work for her, we text back at 4:27AM and advised we had a Limo Sedan ******** MKT Limo) and she would be refunded the difference in price. This message was read by client. Read Receipt was turned on for our text messages. 
  
  Her flight Frontier 1875 gated LAS at 09:55AM. On the day her reservation was made customer asked for a ***** delayed pick up which was put in the special instructions that is also sent the customers after booking. The reservation was set for 06/23/2024 at 10:40AM. At 10:04AM customer called into out call center and cancelled the service. This would be considered a billable cancellation and still charged. She received a refund of $71.01 the difference between the vehicle that the customer originally ordered and the one that was sent to pick her up. 
  
  The driver was dispatched to her pickup (LAS) at 09:18AM and coded enroute to LAS at 09:50AM.
  
  This is not eligible for a refund. We have a cancellation policy of 24 hour prior the the reservation time for a full refund. 
  
  Please let us know if you need anything else from us. 

   

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21981199
  
  I am rejecting this response because:
  Why would I ask for a 45 minute delay? our last message was AS I was boarding the plane I had no way to even ask for a 45 minute delay nor does it make any sense for anybody to want to casually hangout in an airport for *********************************************************************************************** *****. This is a BLANTANT lie and its disgusting that a company would rather LIE then refund a customer and make amends especially after said customer has jumped through so many hoops to try and fix the situation. This is pure theft. With that said I have attached a picture directly from presidential website of your spiriter limo that is 100% a bus or a party bus or a van if you prefer to call it. That is not a limo just because you say it has limo interior. Ive also included our original contract with the time we agreed on, my flight confirmation with the time we landed and our messages where I do not ask for a delayed pick up and they stated they would arrive at 10:45 and were not there at that time which they have admitted. *** also added the transcript from a voicemail I recieved from the driver who wasnt even aware we had landed and in fact was with a different customer proving you guys were not monitoring our flight as promised in our contract and you were simply not prepared to pick us up at our set time, NOT that I had asked for a 45 minute delay. Two of these images were put together as I am only allowed to add so many files but I have sent everything proving this company is lying to steal my money and not own up to their mistakes. Everything from my first interaction with this company has been a headache. Now its maintenance but in the companies original email to me it was due to heat which I have also included. It was my birthday and all I wanted was to enjoy it in ***** and now to STILL be arguing with a company a month later who refuses to even APOLOGIZE for failing in customer service at every single turn is truly disgusting. If I had asked for a delay I would admit that. I did not and it makes NO sense. The fact this has reached a point to need to contact the BBB is a clear indication of how poor this company treats their customers. All I am asking for is for this company to send a refund so we can both move on. I never asked for a delay, the cancellation in service was based on no service given and I have included every receipt and screenshot to prove that.
  Sincerely,
  
  ************

  Business Response

  Date: 08/07/2024

  We will not be refunding this ride. The 45 minute delay was requested on the day the reservation was made not the day the customer landed. On the day of arrival we track the flight and will schedule our drivers according to the requested time our customers ask for at the time of booking. This is what happened in this case. The driver was finishing up with his previous passengers because of the delayed pickup requested by the passengers at the time of booking and would still be on time to pickup said passengers. The Mercedes Sprinter Limo Van is a "LIMO", just like any of our limos it has bench style limo seating and is registered as a limo with the **** The original vehicle going down "due to heat" is a maintenance issue, the A/C was not working and we needed to put it in the shop. The Sprinter Limo was a complimentary upgrade due to the fact that we could not send the original vehicle that was requested. We still provided a service and another Limo in place of the one that was not working. Therefore, no refund will be given back to the customer. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21981199
  
  I am rejecting this response because: AGAIN. Here is my ORIGINAL confirmation in very clear black and white text sent from your company stating my original pick up time. THERE IS NO DELAY! I have also resent the voicemail text. It is very very obvious your driver was not aware if I had landed since he asked me if I had landed or not. Im not really sure what your company is getting out of blatantly lying with very clear screenshots and evidence in your face but it is disgusting and a joke. I sincerely hope the BBB docks your company points properly in correlation with the stack of recipts I have sent proving your lies. I will not be accepting this, you guys have failed as a company and in customer service and I have zero intentions of letting the situation go until I am refunded the money I deserve since I NEVER BOOKED A DELAY
  
  Sincerely,
  
  ************

  Business Response

  Date: 08/23/2024

  There will be no refund due, when customer made the call she asked for a pick up time of 10:30am. We had the time on the reservation set for 10:30am . We put a 15min buffer to allow time for the driver to walk into the airport and get set up at baggage claim with the customer's name sign. When her flight landed at 9:44am our driver was finishing up another reservation close by because this passenger's was not set until 10:30, with a 15minute buffer which would have made it 10:45am (which was stated in the notes). At the time the reservation was made, and I am sure she thought her flight was getting in at 10:30am which is why she asked for a 10:30 pick up time Flights arrive early and are delayed almost every day here. Our dispatcher/agent who she spoke with when she told them to cancel her ride advised her that the driver was on his way which in fact he was, he was dropping off at the airport, then immediately pick her up.

  We have a cancellation policy which is 24 hours prior to any reservation which is on our website and on the confirmation **** that she so kindly sent in as reference as well which explains the policy and states that no refund will be given if the cancellation is not 24 hours in advance. She cancelled on the same day as her reservation was to take place. We follow the cancellation policy for all reservations. There will be no refund. As we were on the way for the specified pick up time she requested in the initial call when she booked the reservation and asked to be picked up at that time. Her black and white confirmation **** says 10:30 and she advised up to cancel her reservation at 10:04am when she called into our dispatch center to do. Our driver would have been on-time for her 10:30pick up time. Even with the 15 minute buffer making it 10:45am. 

• Initial Complaint

  Date:08/16/2023

  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 this service two months ago for my daughters 7th birthday party for her and her 2 friends. When we initially entered the PINK ESCALADE LIMO it was nice but 10 mins into the drive we noticed that it was a little hot. We asked *** to turn up the A/C and he stated "Sorry, this is the highest it can go." We made a first stop to pick up some balloons for my daughter and while I was gone the driver *** communicated to my friend that the last client complained about the A/C not working. Mind you, this is ********* with over 100 weather. WHY would they have us drive around with 3 7 year olds in that limo? Very unprofessional and not thoughtful at all. We began to proceed to head to the Sugar Factory and at this point it feels like a sauna. One of my friend's daughters was extremely overheated and had a panic attack from the heat. ***, the driver proceeds to drive and the limo shakes and jerks really hard then stops in the middle of the road. *** proceeds to tell us that we have get out and walk to our destination which was 4 miles away! I immediately called and filed a complaint and the supervisors are completely avoiding me! I definitely feel like I am entitled to COMPLETE REFUND. I spoke with someone named **** and they said they've been having issues with this limo and got it fixed TWICE prior to my booking. Why wouldn't we be notified of this issue? ONLY PINK LIMO in ********* is a scam! DO NOT BOOK WITH THIS COMPANY AND DO NOT BOOK THE PINK LIMO! ABSOLUTELY TERRIBLE!

  Business Response

  Date: 08/16/2023

  AFTER REVIEWING VIDEO OF THE DRIVER AND VEHICLE, THE VEHICLE DID STALL FOR APPROX 1 MIN AND A HALF AT THE STOP LIGHT ON ****** JUST OUTSIDE OF THE ******************, THE DRIVER PUT THE VEHICLE IN PARK WAITED A MOMENT THEN STARTED THE VEHICLE. WHEN THE LIGHT TURNED GREEN THE VEHICLE WAS ABLE TO MOVE AND CROSS TRAFFIC TO THE DROP OFF AREA THAT WOULD ALLOW FOR THE LEAST AMOUNT OF WALKING FROM OUTSIDE OF THE ****************** TO SUGAR F**TORY. PRIOR TO SPEAKING WITH *********************** THERE WAS NO MENTION OF THE ** NOT WORKING. WE DID HAVE 2 OTHER RESERVATIONS IN THE PINK SUV LIMO THIS DAY AND HAD NO COMPLAINTS OR FEEDB**K STATING THIS WAS AN ISSUE. THE RESERVATION WAS AT 330PM - 500PM IT WAS 103 DEGREES OUT AND THE VEHICLE WAS IN STOP AND GO TRAFFIC. 
  NO REFUND DUE

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20478554
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/19/2022

  Type:Billing 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.

  I was really hoping for a different experience. I booked a party bus well in advance (about a month in a half in advance). My party was supposed to be picked up at 1:30. Here is a timeline of what I experienced. 1:30 - No show 1:40 - I call for an ETA. After waiting about 25 minutes to speak to a representative, I was put on hold so that "she can contact the driver" and hung up on me. 2:05 - called back because the rep didn't bother calling me back. The new rep says, "The party bus broke down that morning and there is nothing available since the company was booked because of the event (canelo vs. Dimitri), and they would have to send me 3 separate CARS to accommodate my party" THREE, SEPARATE CARS. That would not even make sense. I ordered a limo for my daughter to celebrate her day with her friends in one limo not 3 cars! 2:45- I get 2 separate regular stretched vehicles. Some of the teens ended up going home after waiting for an hour and a half. This alone was a major inconvenience. I had a planned stop to get the teens food that was paid and ordered a day prior so that it can be ready for pickup. By the time the food was picked up (an hour and a half late) the food was cold. I lost 1 hour and a half of paid photography time ($300 an hour) This doesn't include the inconvenience of 12 teens stranded on the side walk in 95 degree weather!! Unacceptable is an understatement. Had the company communicated the "breakdown" of the vehicle which I believe is also false, I could have made other arrangements. Emailed the company on May 8th, I received an initial email that says it may take 24-72 hours for an investigation and a response... Its been 10 days with no resolution! I would never ever ever use this company again! I want a refund for the services I did not get!