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:05/09/2025

  Type:Sales and Advertising 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.

  This business was contacted to provide a limousine service for a birthday party on ***************. They provided a quote for the full service for $600, and they required a down payment of $300. We paid this using Zelle to a given email **************************** and payment was completed on May 1st 2025. On May 2nd 2025 which was the day od the event, we contacted them multiple times by phone call, text, and email, and they only replied at 2PM saying there was a problem finding drivers and were going to call back in 5 minutes. We never heard back from them, except from an email about an investigation to get a refund.

  Business Response

  Date: 05/09/2025

  Dear Valued Customer,
  My name is **** Oslo, and I am the manager here at our company. I have carefully reviewed your complaint and would like to begin by confirming that you are correct , we have verified your deposit of $300. Thank you for bringing this matter to our attention.
  However, I would like to clarify some important details that may have been overlooked. According to your reservation conversation I have reviewed, your deposits was supposed to be submitted ************************************************************** your case, the deposit was received after this window, and unfortunately, it was placed on hold by your bank. As a policy, we cannot assign or hold vehicles or drivers without a confirmed deposit under the client's name.
  By the time your deposit was confirmed, we had no drivers available. We made every effort to find a suitable alternative for you, but unfortunately, we were unsuccessful.
  Please also note that ****, the individual you mentioned, is responsible only for handling reservations. All payment-related matters are managed by our ******************** For future correspondence regarding payments, please contact them directly at:
  ?? ****************************************************
  As a reputable limousine company handling 2030 rides daily, retaining a $300 deposit provides no benefit to us whatsoever. We are more than willing to refund your payment, provided the proper procedure is followed.
  Please understand that, unlike retail operations, we are a multimillion-dollar limousine service that operates strictly with documented records for every transaction. We cannot issue or receive payments without appropriate justification and documentation.
  It appears that several critical details were omitted in your initial complaint, but we are committed to resolving this matter as swiftly and professionally as possible.
  
  Please let me know how you would like to proceed or if there is anything further I can do to assist.
  
  Thank you for your understanding and cooperation.
  Warm regards,
  Jack *************start="2366" data-end="2369"> Manager