Complaints

This profile includes complaints for Stretch Limousine, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stretch Limousine, Inc.

  4915 N Cumberland Ave Norridge, IL 60706-2915

  
• 

  Stretch Limousine, Inc.

  111 W Wacker Dr Chicago, IL 60601-1606

  

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:03/22/2024

  Type:Billing 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.

  I believe this company engages in bait and switch tactics. I reserved a limo ride to the airport for a certain rate and provided credit card information. A few hours later, they emailed and stated that their limos are subject to a 3 hour minimum or a rate over $60 more than what I agreed to.

  

  Business Response

  Date: 04/17/2024

  On Fri, Mar 22 at 4:56 PM, the customer booked online my standard *********** airport limo at the rate of $186.93.
  
  On Fri, Mar 22 at 6:17 PM, I emailed the customer the explanation of this situation and gave customers multiple options to accept a price change, change to another, lower price vehicle or cancel without any cancellation fees. Since no standard limo was not available; I converted the reservation to ******* MKT stretch limo, my specialty limo used primarily for weddings and proms. This ******* MKT stretch limo normally has a 3 hour rental policy. Please see attached copy of my email.

  On Fri, Mar 22 at 6:25 PM, customer declined all options and the reservation has been cancelled.

  The customer did not travel w/**********************. No limo was dispatched. Customer's credit card was never charged.
  
  When customers book online at **************************************************************** , there is a rate disclaimer** and rate alert* at the bottom of my booking page but not everyone bothers to read it.
  
  Once in a ****** online bookings or so, I do receive similar concern from my customers; however, almost all of my customers understand the process and has no problem making adjustments. 
  
  Regardless, I am sorry the customer was not happy with my reservation process and my explanation and my offers.  I am sorry for the confusion. For future reference, I recommend calling ahead prior to booking.
  
  Thank you,
  
  VT ********
  
  * Rate Alert: All stretch limousine airport transfers and point-to-point transfers are $250.00 minimum, out the door w/all fees, taxes and driver's gratuities INCLUDED.
  ** Rate Disclaimer: All online reservations must be approved by our agents. Some reservations on busy days or when heavy traffic applies, might have a small surcharge. Your confirmation will show you all rates/tips and fees prior to pick-up. Certain limos, buses or specialty cars might have hourly minimums and all rates need to be verified.
  

• Initial Complaint

  Date:06/05/2023

  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.

  I was extremely disappointed with the concert service I received on 6/3/23 to the *********************** concert. The driver was a very nice person but he was not prepared to take someone to a sold out concert at *************. He had trouble finding the entrance. I sent him a picture of the message from ************* about the designated pick up area. I thought we could find it before I went to the venue. I started to become concerned when he did not have a good plan to pick me up. To be honest that put a damper on my concert experience. When I booked this ride I was led to believe that a driver would be ready and waiting for me at a safe location since I booked a 9 hour service. I booked this service because I wanted a safe guaranteed ride home. After the show I texted the driver to arrange pick up. He wanted me to go to a place in the south loop that was 2.4 miles away and was not in a safe location. I had a panic attack. Some lady who said she was his coworker called me. She was not very nice and insisted I walk a long distance to find him because of street closures. I made my way to the ************* and saw many limos and drivers available offering rides. Why was my driver not able to meet me here. I seriously considered taking one of these rides. I continued to make my way towards ******** Ave. I spent $120 on a pedi cab. I had that guy call my driver to arrange pick up. I still had to walk several blocks to find my driver. My driver seemed extremely stressed by the street closures. I felt like I had to cheer him up despite having had a panic attack myself. I am very upset with the company for sending a driver with no knowledge of the venue or street closures. It was all over the news that there were street closures due to the ****** Street races next month. The driver should have been prepped by his employer. The manager was very rude when I called today. Who in their right mind would pay $750 to have to walk 2.5 miles alone in the dark.

  

  Business Response

  Date: 06/27/2023

  This complain has already been resolved with customer and below is a copy of my communication with customer:
  ----------------------------------------------------------------------------------------------------------------------------
  *********************;<******************>
  To:Stretch Limousine, Inc.
  
  Tue, Jun 6 at 5:08 PM
  
  Thank you.  

  I appreciate your efforts. 
  I dont know that area very well. When he said other side of **************** I thought he was referring to an area near the *************.  I also thought the driver would show  me the pick up spot. 
  If I knew how to get there beforehand it would have been easier.  Although I still would not have walked to that place on 18th and ******* by myself late at night. 
  If I knew that was the pick up spot I would have told ********* to just go home and I would find a Lyft. 
  He was pretty shaken up by the drunk driver and I felt bad for him.  
  Anyway have a nice night. 
  
  Anne Prather 
  
  Sent from my iPhone
  ----------------------------------------------------------------------------------------------------------------------------
  On Jun 6, 2023, at 4:51 PM, Stretch Limousine, Inc. <******************************************> wrote:
  
  
  ?Hi ****,
  
  Thank you for your your email and your patience while I gathered details about your reservation.
  
  First of all, again, I am very sorry you experienced so much stress last weekend. My absolute goal is to provide my customers with safe transportation and peace of mind and I took your case very personally. I'll try to improve from that point.
  
  Overall, almost all of my customers find me on the Internet at ******************************************************************************; and are well aware of the return pick-zones shown online on a map there. Solider Field is the only venue with no easy return pick-up. I know you said there were limos parked on a ************* but that's also a matter of luck for a driver. This is not a dedicated nor guaranteed parking for limos.
  
  Also, I listened to the recorded conversation you had with my dispatcher *** who stressed the return pick-up will be on the other side of ****************. 
  
  Anyway, please kindly accept the refund of over $250 back to your credit card and allow two to three business days for processing. Also, I know you had a bad experience with our company, but just in case you would ever need any transportation, maybe a trip to ****** or **************, I've attached the $75 travel voucher to your account. Just mention the notes on your reservation Conf# ******.
  
  Thank you again.
  
  Sincerely,
  
  V.T. ********
  Gen Manager

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************