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Business Profile

Limo Service

Arrow Limousine

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:20/12/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 wedding was on September 7, 2024 and I hired Arrow Limousine to transport my guests back to their hotel in *******, *******. The next day, on September 8, 2024, Arrow Limousine charged my credit card $900 CAD. When I asked them why they charged this amount, they told me it was due to damage they found on their shuttle bus (pins in seats, gum on emergency door, vomit and urine). When I asked the guests from my wedding who were on this bus if they saw any of this damage, they said no. When I asked Arrow Limousine for evidence of this damage, they had no photos or videos to share. They charged my card with no warning (no phone calls or emails to notify me before charging my card) and they had no evidence to corroborate their claims. I believe they lied to steal money from me.

    Business Response

    Date: 21/12/2024

    Our answer to this complaint is in the attached doc 

    Customer Answer

    Date: 04/01/2025

     
    Complaint: 22712572

    I am rejecting this response because:

    Sincerely,

    ********* *****

    Customer Answer

    Date: 04/01/2025

    I reject Arrow Limousines response. Several comments are irrevelant to the matter (we never asked for an upgraded luxury shuttle and it was their responsibility to manage the maximum number of guests allowed on the bus) and their other claims are entirely false. They have no evidence to back up any of their claims regarding vomit, urine, damage and they charged my credit card without my knowledge and authorization. They also drove around for an hour instead of going directly to the destination which was 5-10 minutes away which caused us to go over the agreed amount of time in our contract. 

    Business Response

    Date: 10/01/2025

    We have itemized all their request and times along with ****** map suggested times. They requested the last trip to started at 01:00 and go to the campground then ******* then ponoka then red dear.  This was their consent to extra billing time. as their original plans had indicated the last run would be done at 01:00 and back in ******** by 01:30 am, according to the charter. and this was the longest of all the trips. There was unloading time involve and a pee break on a residential street, which added a few minutes to the overall ****** maps times. Other than that no other time was spent driving around not authorized by the client. They stated we made false claims. A new box of klenex filled with vomit placed under the seat. pins in the leather seats. gum in the window and empy beer cans were all found in the bus. These items were not in the bus and no other outside guests were ever on the bus. We charged them for the time they used our bus (The return trip to red deer was approx as we spent time in ****** soaking up bodily fluids.) We incurred the invoiced cleaning cost. the Chauffeur extra time and cleaning costs. We only charged one Vomit clean up surcharge and a small portion of the sanitization charges. We believe that this was fair. Posting so far 4 1 star ****** rating with unfounded accusation indicating we are stealing ect will not change any of these bills as they were all required.  Everyone on the bus enjoyed themselves they enjoyed the music lights and party atmosphere and were taken home safely and we did everything that was requested of us. 

    Business Response

    Date: 16/01/2025

    We have itemized all their request and times along with ****** map suggested times. They requested the last trip to started at 01:00 and go to the campground then ******* then ponoka then red dear.  This was their consent to extra billing time. as their original plans had indicated the last run would be done at 01:00 and back in ******** by 01:30 am, according to the charter. and this was the longest of all the trips. There was unloading time involve and a pee break on a residential street, which added a few minutes to the overall ****** maps times. Other than that no other time was spent driving around not authorized by the client. They stated we made false claims. A new box of klenex filled with vomit placed under the seat. pins in the leather seats. gum in the window and empy beer cans were all found in the bus. These items were not in the bus and no other outside guests were ever on the bus. We charged them for the time they used our bus (The return trip to red deer was approx as we spent time in ****** soaking up bodily fluids.) We incurred the invoiced cleaning cost. the Chauffeur extra time and cleaning costs. We only charged one Vomit clean up surcharge and a small portion of the sanitization charges. We believe that this was fair. Posting so far 4 1 star ****** rating with unfounded accusation indicating we are stealing ect will not change any of these bills as they were all required.  Everyone on the bus enjoyed themselves they enjoyed the music lights and party atmosphere and were taken home safely and we did everything that was requested of us. 

     


    Customer Answer

    Date: 18/01/2025

     
    Complaint: 22712572

    I am rejecting this response because:

    Sincerely,

    ********* *****

    Customer Answer

    Date: 18/01/2025

    In response to Arrow Limousines last reply: all we have asked for from the beginning is proof of any of the claims they are making (i.e., vomit, urine, damage to seats, gum, cans) and they have never been able to provide any proof to us. We have asked our guests who were on the last bus out if they witnessed any of these claims and every single one of them has said no. We have videos of our guests on the bus and none of them are damaging the bus, vomiting or urinating. We refuse to pay for something that did not happen. 

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