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:04/24/2024

  Type:Product 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 booked Bigelow Limousine services to take my group on April 20 7:45am in ********** ******* to take us to ********** White ***** rafting approximately 2 hours away. About one and a half hours into the trip our bus broke down on the side of the highway. After looking at the smoking engine the driver said we had lost power steering but tried to continue onward. This made many of us feel uncomfortable because these were windy roads in the desert with cliffs flanking both sides. After about 5 minutes we stopped again luckily after the driver said he had to stand up with both feet on the brake to make the bus stop. Thankfully we didn't go off a cliff. Now pulled over in the middle of the desert, we waited there in the hot sun for approximately 3 hours before a new bus was sent to pick us up. The tour we booked the bus to take us to was for a six hour white water rafting tour. Now that it was close to 1pm and we were still almost an hour away, going on a 6 hour whitewater rafting trip was no longer possible so we returned home. To the companies credit they did refund our money for the cost of the bus which I think is a given in this situation, but I am looking to be reimbursed for the cost of the tour we could not go on. The owner has been completely resistant to ANY form of financial compensation. The rafting company justifiably said it is not their fault that we didn't show which is correct, and subsequently would not return our money. Clearly the only one at fault here is the bus company and none of us should be down $216 per person for a trip we couldn't go on. If they simply did their job none of this would have happened. Happy to provide more details if needed.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 December 29, 2023, I was a bridesmaid in a wedding that hired Bigelow Limousine for their services, to drive a bus for the bridal party. The bus driver, *****************, failed to secure my luggage in the back of the bus and also failed to lock the luggage compartment. The doors opened, my bag fell out and was lost, presumed stolen. The bus driver noticed and stopped the bus to close the now-empty luggage compartment, but continued to the church, notifying no one. My locked bag contained my only form of ID at an out-of-state wedding, my $2,000+ work laptop, and work iPhone, and personal belongings totaling $2,606.08. I asked for my bag hours after it was lost, and only then was informed. By then, my fully charged work phone in my locked suitcase had been turned off. So, the bag was presumptively cut into, and the electronics switched off so I could not track their location. After I was finally informed, I filed a police report with the help of the driver. I later filed a supplemental property list to the police report. I will attach it. I also have text messages with the driver, confirming all circumstances of the loss, and many witnesses.The bus company owner, **** Bigelow, whose contact information I was given by the driver, has refused contact about the loss of my bag. I have messages from him stating he would not speak to me and stating I was making "false claims." It is unclear which claims he believes are false. **** Bigelow initially refused to provide insurance information. After the bride called his business, he sent me contact info for his insurance, but no policy number. But, he is now refusing to authorize my insurance claim, and his insurance carrier is claiming it cannot process my claim without his authorization. His insurance stated they have repeatedly contacted him and he is nonresponsive. Bigelow Limousine has essentially stolen thousands from me, by losing my property and refusing to authorize my insurance claim.

  Business Response

  Date: 02/09/2024

  This has already been resolved.

  Customer Answer

  Date: 02/10/2024

  
  Better Business Bureau:
  
  On February 8, I was able to resolve this issue with the business and its insurer. Thank you to the BBB for its assistance.
  
  Best,
  
  *********************************