ComplaintsforAce Limousine

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/5/21 I contracted Ace Limo AKA ***************************************** NY to take 10 people to the wineries on 8/7/21. They were paid in full on 8/2/21. When the driver arrived my brother who is a cardiologist for ************************************************ the right condition to drive us. I immediately called and they said they did not have another person to come and drive us. This was supposed to be a mother's and father's day gift for my parents who are in their 80s with all of their children. The driver arrived late. She insisted on backing down the driveway when I told them it was not necessary and ran over the lawn several times. Something was not right and I could not have my family get into a car that my brother felt was dangerous. The cost was $1,693.01 We only want our money back. Their only offer was $1,000 toward another trip. It took us three months to plan that trip. We don't want anything to do with them again. They say they will get back to me but don't.

  Business response

  08/23/2021

  To whom it may concern,

   On August 7th 2021, our driver arrived to the customers house to carry out the contracted job. We received word  from the clients that they believed the driver was on drugs. Which is something we take very serious. After speaking with them more, they refused to carry on with the trip. We had the driver immediately return to our base and performed a drug & alcohol screening. It was negative (we have results if needed). We informed the clients of the negative test, and they said "a proper test could not be done in this amount of time". However it is possible, and was conducted. As we stated to the client, we have never had a complaint for this driver, especially in regards to being under the influence of any substance. 

   Despite everything, we reached out to the client and offered to use the money paid as a credit for any other service in the future or a wine tour any other day. The only portion not available for a future trip would be the wine tastings (pre-Paid). As was told the client, they have a $1000 credit with us for any service in the future.

  Thank you

   

  Customer response

  08/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did say she was high when I first called.  They said she had a trip the night before.  I then said maybe that's the problem.  Maybe she was out all night.  That wouldn't show ** in a test.  I know she was not able to drive.  We could not get in a car that was unsafe.  There is no way we can trust to work with them again.  We had bags packed and were looking forward to a special day with my parents.  It was ruined.  We now need to get my parents another gift.  We only want our money back.  They send a driver that was unsafe and we could not go to the wineries.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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