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:17/10/2024

  Type:Sales and Advertising 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 rented a party bus limo from this company and they sent me pictures of what I was getting so I gave then a deposit. Come the day of they sent something else. I was supposed to get a white bus that had 2 coolers on the inside with glass holders. The one that showed up late was blue with one cooler and that's it the inside was totally different from the pictures and the bus was so loud. I thought we were going to break down. I've text tried calling and e-mailed them. They have blocked my calls. They ruined my husband's 50th birthday surprise and my guest were laughing at this and we were all embarrassed being on this thing

• Initial Complaint

  Date:12/07/2024

  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.

  I paid a $678 dollar deposit for a 30 person party bus. Then paid $678 the day of July 4. We were picked up from ********* Hospital. 28 nurses. The party bus that arrived was nothing as pictured on the website and was not what was listed on my invoice. It was also half the size- 15 of us had a seat. The other half of us had to squeeze in it. This was the biggest safety risk I have ever encountered. If an accident were to occur then we would have been seriously injured ** *** ******. There was no grab bars. We were sitting on metal. Pants were ripped. It was horrible. There was also no working AC. People has to get off the bus due to being so hot. I called the company right away and they said they would provide a larger bus for the way home but in the end sent the same small bus. I have tried to contact them for my money back multiple times. They sent one generic email response and the dispatch girls refuse to let me talk to anyone else. Tracy and Ann who is a manger refused to assist me. They keep entering “ tickets” that go no where. **** ******* ** ***** *** **** **** * **** ****** ***** The address listed is not even a building. ********** ******* *****. * ** ******* ***** **** ******* **** ****** ** ***** **** ****** ** ********* ** *** **** ******* ******* ** ** * **** ****** **** *** **** ** *** *****

• Initial Complaint

  Date:12/02/2024

  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.

  We rented a Limo to take the groom's grandmothers from Orillia to their wedding at **** **** ****** ****** on August 12, 2023. Due to driver error (admitted by driver when he arrived) The passengers missed the wedding completely. I have listed below what occurred. All times are verified by time stamped text communication with the passengers and time stamped pictures of when the limo arrived. The limo arrived for the first pickup at 1:30 pm, not 1 pm as stated. There was an accident on Highway 11 and the highway was closed, the most direct route. The proper alternate route suggested by ****** is to take Highway 12 west from Orillia to Horseshoe Valley Road west to the 400 south to Bond Head. This diversion would have added an extra 15 minutes to the trip. The driver instead started driving on highway 12 east through Atherly and he travelled all the way to Beaverton (the wrong side of the lake and exact opposite direction of where they should be going) before pulling over and realizing his mistake and turning around. From the second pickup at *** ***** ****** **** to Beaverton is a 35-minute drive (****** maps). Being on the wrong side of the lake, the only option was to go back adding a total of 70 minutes to the drive. The passengers knew that the driver was going in the wrong direction and tried to get his attention without success. The wedding was at 2:30 pm and we delayed the start of the wedding for as long as we could to wait for the passengers, two grandmothers of the groom. The wedding (again time stamped by pictures) started at 2:52 pm after realizing there was no way due to driver error they would be there in time. The limo arrived at 3:40 pm at which point the wedding was over, the wedding pictures had finished, and the wedding party was leaving for the reception location. The driver then took them to the reception. We request that Top Limo refund us for the entire amount paid of $1478.89

• Initial Complaint

  Date:13/12/2023

  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.

  We booked a limo for the afternoon on our wedding day on June 15th,2023 for the first time ever. Also, we booked a Party bus for the pick up afterwards which we never got to ride in. The main failure was that no contact was provided to me to be able to get a hold of someone past business hours (driver). I had put down a credit card assuming the last thing any bride would do on her wedding day is to have to pay a driver! The limo driver showed up at the pick-up point and immediately asked my guests (I was already at the venue getting ready) who was settling the balance? He then drives everyone over to a limo which I'm told was so old and worn and basically a reck of a car. Upon arrival he demanded money yet again when in fact the top limo had a credit card at their disposal. It took many minutes if wait on the line for me in my wedding dress/ unable to come down and give him a piece of my mind as we had not done our first look yet/ eventually he spoke with the head office and left. Absolutely humiliating to have all my family and friends pulling out their wallets just to settle this! When I had already arranged everything to the T. Our wedding party ended earlier than anticipated and I had the party bus booked for 1:30AM/ I needed to figure something out at 11:30PM to get guests home including ourselves. I had no way of contacting anyone, no after-hours, no driver's name or phone number. We never got to ride in the limo. Everyone left with an uber instead. Today is July 10th and they are still reviewing the case! June 15th to Dec 12th! Ridiculous company! will never ever book again, never recommend. They took money for a ride that never came and nobody ever rode in it!

• Initial Complaint

  Date:29/11/2023

  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.

  Hello! On October 21st, myself and a group of my friends boarded a bus we booked with Top Limo. We contracted them to bring us from **** ******** *** *, (pick up at 6:30pm) Bring us to **** ******* ****** *** Cobourg, (Leaving 10PM) En route to Coburg, I kept checking in with the driver. On one of my check ins, he asked me to look up the address we were going to on GPS. I informed him I did not have any cell service because we were in the middle of the country were there is no or very limited service. He found his way and let us off the bus at approx. 7:45pm. Once we were complete with our event, we returned to where the bus parked at approximately 9:50pm. Once everyone was on the bus, the driver proceeded to tell me we were late and that we should have returned to his bus at 9pm. He said that we had to pay him $250 + tax to move the vehicle or he would not bring us home. I explained to him that there must be a mistake and that 10pm was the agreed upon return time. He kept telling me he would not move unless we paid him. I told him that I could show him the contract once I got cell service back but he refused to move the bus. We asked to speak to a manager on his dispatch phone but he did not allow us to (he said no one was working that late) but then about 20 minutes later he let us speak to a "shift manager" on his phone. I explained the issue and he too told us we had to pay. I was anxious so I agreed to paying. He kept telling us they don't accept cash (another strange *** since top limo lists cash as an accepted payment in their email to me)he insisted that I tap my card. I didn't trust them with my card details so I insisted that we pay cash. He eventually took it. Once I got back home I found the contract and called Top Limo. I have been following up with them for one month and they are ignoring me or telling me someone will get back to me ( on one has) **** **** ** ******* **** **** *** ** ******* ****** ** ********** ******* ** **** *****

• Initial Complaint

  Date:23/08/2023

  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.

  Booked a return trip with Top Limo and they were to pick us up at 12:30 PM on June 17(18) at the ******** Art Gallery. When the driver picked us up at 6 , I paid him the balance owing as well as another tip. He asked for a phone number and said he would call upon arrival. I gave him my cell. I confirmed our pick up time, 12:30 and location when he dropped us off. The wedding was over at midnight and we packed up the gifts and were in the elevator at 12:25. The limo was not there. We waited thinking he was just late, as driver hadn't called and I had my phone in my hand waiting for the call at 12:15. I called the company at 12:42, and had to leave a message. My family called for 2 ***** to get them home. No one had returned my call, but when I got home there was a message on my home phone to call the driver, but he did not leave a number. I called their office Monday June 19, and explained everything to ********, she said it was investigated and my home phone was the number they had. That was the number I called from when I booked the limo but not the number I gave to the driver. She said she would open a ticket. Since then, I had sent an email and made several phone calls. Each time ******** says they will open a ticket. Called again today and she said the same, she claims it is an Off Line team who deal with complaints, and she cannot give me a phone # or email for me to deal with them directly. I requested a refund of $445.50 as I paid them $920.10, and one way would have been $474.60. ******** said she cannot give me a time for a response. * ***** ****** *** *** ** **** * **** ** *** **** ** ****** *** * *** ******* * **** ** *** ** ***** ** *** *****

• Initial Complaint

  Date:12/06/2023

  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.

  We booked a the company to pick my father up on May 13, 2023 at 1045 am to bring him to an event in *********** and to pick him up at 430 pm same day to return him home. The limo did not show up for either rides. I have phoned the company many times and keep getting told its with "back office ". I cannot get anyone to speak with me to resolve the matter. I have also followed up with an email and again no response. Because my father is 91 we paid the full amount in advance including tip as the final payment was due when they picked him up and he wouldn't be able to handle the credit card payment himself due to his age. Any help is appreciated.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair 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.

  Date: June 2, 2023 Amount agreed upon: $1084.80 (however company over charged me an additional $57.62 on credit card and I was charged a total of $1142.42) Company Commitment: Stretch Limousine (14 people capacity) - Pick up @ 6:30 pm, roam 30 minutes, drop off at venue and pick up to returrn at 10 pm Complaint: company came 45 minutes late (7:15pm), dropped off directly to venue with no drive around for 30 mins, and then was unavailable to contact when passengers wanted to come home early. Passengers were given a 20 minute ride at the end of the evening on the way home. The limousine was also dirty - half-drank water bottles were in the limousine and it had not been cleaned after previous customers had been in it. Unfortunately, the company automatically adds in a gratuity on booking - as you will see on the bill. I would not have provided a gratuity at all had I known the service was going to be so bad. I called and emailed the company several times, but no one in customer service could provide me with a number for a supervisor that I could contact and only provided me with the promise that they have placed a complaint ticket in and that someone from the "escalation team" would contact me directly to resolve the issue. Although I am still waiting for that call, I wanted to still provide details of this incident in hopes that it will be a warning of the service for others.

  Business Response

  Date: 30/06/2023

  We reviewed the customer complaint, customer paid $57.62 additional tip to driver. If customer do not want to proceed with this amount then simply we can refund it. 
  

  Additionally we called the customer at 6:22 pm and informed delay for vehicle arrival due to road traffics and customer agreed. The vehicle arrive at pick up location 7:03 pm and original pick up time was 6:30 pm and delay was for 33mins. 
  

  We provide service based on schedule, we cant provide service whenever customer choose to return. Customer called the company at 9:25pm for early pick up and explained vehicle was schedule for 10:00 pm return. 

  Customer Answer

  Date: 09/07/2023

  I am rejecting this response because:

  Although this company DID provide me with a refund me the over charge of $57.62 - thank you - they continue to conduct business in a dishonest way. Their response to me indicates that they called me at 6:22 pm to "inform me of the delay for the vehicle due to road traffics" - but this call never happened, and I did not agree to the delay. I was the one who called them at 6:34 pm to see where they were and to ask why they were late, they told me the driver was 10 minutes out. I called again at 6:46 pm - still no limo. Again we were told 10-12 minutes. I called again at 7:09 pm - still no limo. I have all my phone records proving my attempts to contact the company *********), but no indication of attempts from them.  

  The vehicle arrived at our home at 7:13 pm. I have a picture of the vehicle as it pulled in as proof. To be exact - 43 minutes later than requested. 

  To address the pick up / return time: Yes, we called for early pick up and assumed this would be ok considering it would get the limo driver home early. He looked exhausted and having come from Toronto, we were assuming he was sitting and waiting in a parking lot for the 10 pm pick up. It was highly unlikely that the the limo driver had other pickups or drop offs in Fergus during the timeframe (but I cannot confirm). I am sure he would have been happy to get back on the road for the long drive home. After reflection, I should have taken the limo driver's direct contact cell phone number and contacted him myself for pick up rather than communicating through the company. The amount paid would have been the same.  So although Top Limo says that they "provide service based on schedule, and  they can't provide service whenever customer choose to return.", I feel that would have been a good customer service offering to have allowed an early pick up for the riders and to not have made them wait - especially after the extremely poor service in getting them to their destination (dirty limo & late). The customer would have been happy, and I am sure it would have made their employee (limo driver) happy to get home at a decent time as well. 

  What has not been addressed is the state of the Limo - filthy and full of half water bottles that had been half drunk. It was unacceptable that the limo service provided a dirty - unsanitary limo for their guests. 

  We have tried contacting the company several times over, and each time have been promised a call from someone in their "escalation" department. We have YET to hear from ANYONE at their company for apology or for reimbursement of any kind. I still feel the company should provide a discount / partial refund due to the extremely poor service that was received. 

• Initial Complaint

  Date:30/01/2023

  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.

  FILING ON BEHALF OF MY 88 YEAR OLD FATHER Transaction Date was January 30,2023 (today) for $154.00 Airport Limo was booked for set fee of $229.68 (Toronto Pearson to home address) All fees, taxes and gratuities were to be charged at booking Upon arrival at 2am, $154 was demanded along with a gratuity. Bags were held in car until fee paid and thrown on the driveway after fee was processed. **** ** ***** *****. I've contacted the company for refund but no real address (*** post box is given on website) and no calls back.