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:17/10/2022

  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.

  Did not provide expected service as promised. The limo we requested, we were told seats 12. There is no way that was a 12 seater limo. Nobody was comfortable and we all had to squish to fit in. The driver also admitted that this was an 8 seater limo and not 12. All of us were average to slim build so we should have been able to fit. When my husband asked if he could go see the limo before we booked they said it was not possible. That should have been our first warning sign. The driver said that this was a 4 year old limo. That was an obvious lie for several reasons. First of all, it is rusted. Second, the shocks needed to be replaced as we felt every single bump on the road. And third, the AC was not working! On a hot day where it was 30 degrees and the men were in suits and I was in my wedding dress, we melted in that car! We arrived with sweat stains and melted makeup to my wedding. How could they send out a limo like that to pick up anyone let alone a paying customer? They completely embarrassed me in front of my wedding party! Take a look, other people have also mentioned the AC issue and it has not been resolved. They keep sending out the same limo without fixing it. While we were taking photos, at around 3:30 the driver asked my husband how much longer we will be because the mint was giving him a hard time about parking so he told them it would only be 15 more minutes, without consulting us. He does not get to dictate how long we have to take our photos. We provided the location in advanced. He should have figured out where to park in advanced. The last thing we needed on our wedding day is to feel rushed with taking our photos. We paid for a certain length of time so we get to use that time. When we booked it was advertised to us that there would be water bottles for us to use in the limo. Those were not provided. Even on a hot day without working AC it was not provided.

  Business Response

  Date: 18/10/2022

  Good Morning - thank you for your feedback regarding your service with Elite Limousine.

  I would like to begin my addresses the first matter in the complaint. The client booked a 12 passenger Chrysler 300 stretch with us, the vehicle is manufactured to hold 12 passengers, this is not determined by us, this is determined by the manufacture and we then follow the manufacturer guidelines.. the vehicle has 12 seat beats, meaning it seats a total of 12 passengers. Never once did the booker mention that 12 people did not fit in the vehicle, should they have called on the day of service, we would have sent them the next size up, which would have been a 14 passenger vehicle that they were also provided a quotation on. 

  Since 2020, we have adjusted to working remotely and working from home. We still allow our office staff to work from home, therefore when the customer had asked if they could come in to view the vehicle, I had mentioned that they could not just stop by, an appointment would have to be made to ensure that we are in the office to be able to show them the vehicle. 

  As a company that has been in service for over 30 years, we take pride in maintaining our vehicles, the vehicle that was sent to them did not have any rust on it (photo can be provided to show there is no rust). We always make sure that our vehicles are serviced on time, we have a detailer on site who cleans them and maintains them and checks them before they leave our office for the day. With that being said, our detailer ensures that AC is working properly and if it were not, we would reach out to the customer and let them know that we must provide a complimentary upgrade due to the ongoing issue. The AC in the vehicle was working perfectly fine, however, one must keep in mind that summer temperatures are hot and if a vehicle is sitting, idling, the AC is not going to be as strong as when the vehicle is actually in motion. One must also keep in mind that there are 12 bodies in there, bodies due produce heat. 

  I am unsure of what went on with the Mint and our driver, however, our driver asked a simple question of how long they would require, as if they required more time at the Mint, then he would need to move the vehicle before getting a ticket. In no means was he rushing the client, he was asking a simple question before it lead to getting a ticket. Even if the location is provided a head of time, the driver isn't going to know what parking spots are available, that is to be determined on the day of unfortunately. The customers got their full 4 hours of service that they booked the vehicle for. The water and champagne was provided and put at the bottom of the ice bucket for the passengers.

  The booker did in fact email regarding the service, and once we responded, we never heard back. Rather than trying to resolve the issue in a proper manner, the booker ignored our email and had multiple friends leave us negative reviews on Google. There are issues in this complaint that were never mentioned by the booker, you'll be able to see that in the screenshots that are provided by us. 

  We are a family owned business and have been in service for over 30 years. We take the utmost pride in our customer service and our vehicles. We attempted to have this issue resolved with the booker, however after our first response, they did not respond back to our email. Instead they had multiple friends go online and leave negative reviews. 

  Customer Answer

  Date: 21/10/2022

  
  ********** ********
  
  I am rejecting this response because:

  
  

  Even if the manufacturer advertised a 12 passenger car they should know that there is no way 12 people would fit in that car. One of our guests, the groom's brother in law, had to leave early and could not take pictures with the wedding party because we had no room in the limo. He hopped in the car with his wife after the family photos were done. The booker, my husband, sent an initial complaint when he was very upset with all the issues, he was quick to send the initial complaint and did not mention ALL the issues. Just because an issue was not mentioned in the initial email it does not mean it didn't happen. I can provide my wedding photos as proof that we were missing a groomsman in more than half of our photos.

  
  

  I will take back the complaint about not. seeing the limo, my husband did not tell me that an option to book an appointment was possible. That is the only thing I will take back.

  
  

  The AC was definitely NOT working! We were HOT on a 30 degree day. The car was so hot whether we were in motion or not, the ONLY thing that helped was opening the window. The AC was 100% broken and I was sitting right in front of it yet couldn't feel a thing. If a 12 passenger limo cannot keep up with the heat of 12 bodies then do not send out this so called 12 passenger limo on a hot day.

  It was not the simple question that upset us, it was the fact that the limo driver was rushing us and told the mint we would only be 15 minutes without consulting us. The driver should have figured out where to park instead of pushing us to hurry up.

  There was no water and Champagne. We asked the driver if there was water available and he said no. There was no mention of the location of the water even after we asked. Otherwise we would not have had our groomsmen call his pizza shop to deliver bottles of water to us.

  I emailed you, maybe I wasn't the booker but I would assume that as a person who paid for your service along with my husband I would have a right to email you about my concerns, and the response I got was basically too bad so sad. I've provided a screenshot of your response. I gave you a chance to resolve this between you and me and you weren't interested in responding to my email.

  The people who left bad reviews were passengers in the car who were also upset by the service they received. I cannot control if my guests were unhappy and wanted to warn others.

  Sincerely,
  
  **** ***