Complaints

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

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  A Class Act Limousine, Inc.

  27 Hobson Ave Wilmington, MA 01887-2059

• 

  A Class Act Limousine, Inc.

  59 Ashwood Ave Wilmington, MA 01887-4403

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:09/06/2023

  Type:Product 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.

  July 23rd, 2023 I hired A Class Act Limousine to transport me to/from the airport. My trip was canceled and the owner said, in writing, she would refund me $160. I have contacted her multiple times and still have not received a refund. Please see the attached Word document for details such as dates, payment receipts, text screenshots, and phone conversations.

  

  Business Response

  Date: 09/11/2023

  This trip was originally booked on July 12, 2023. It was for a trip on 7/24 and 7/27. The original pick up time was 10 AM on 7/24. On the morning of 7/24 at 7:19 AM the client told me her flight was canceled and she was looking for a new one. At 7:33 AM. She told me that her flight was canceled. As stated in my refund policy, any job canceled eight hours prior to the pick up will be charged the full quoted price. This was less than three hours prior to that pick up time. In these cases, I always allow the client to use the money for the next trip. On August 16. The client also told me that her supervisor would reimburse her $160 if she was sent a receipt. She was originally sent a receipt the date she paid and sent another one on August 16. I attempted to attach my refund policy and it will not attach. 

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The owner told me multiple times in text messages (which I have provided to the BBB as proof) that she would refund the $160 to my Venmo account.  She also said in text messages that she "did" refund the money. She lied.   Also, when booking the service, she never mentioned a cancellation policy nor is there one listed on her website. If I knew about the policy, I would have simply accepted the $160 loss and moved on.   For whatever reason this woman continued to tell me she would refund me.   I don't understand why she did that if she had no intention of ever doing so.  She wrote things like "I did refund it.. I don't know why it has not gone through yet". This is just poor business practice.  If you tell a client you are going to refund them-- do it. 

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** ****

   

   

• Initial Complaint

  Date:08/28/2022

  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.

  A Class Act Limousine was paid for a round trip to and from ********* and the 128 AM Track Station in *************. The driver failed to show up at 10:30pm, June 17, 2022 , leaving my party of 4 without transportation. When contacted, Class Act Manager (*******) promised a refund. She initially said she would do it through Venmo, the way in which she had been paid. This did not happen. She said she would do it a second time, this did not happen. She said she would send a check by traditional mail. This did not happen. She said she would do this a second time. This did not happen. She finally blocked my telephone number and hung up on me when I called from a different phone number. I believe she has misled me on several occasions in hopes that I would stop contacting her. I would strongly advise others to avoid doing busines with A Class Act Limousine service.

  

  Business Response

  Date: 08/30/2022

  *********************** initially sent an email on 6/3/22 requestion transportation on 6/14 and 6/17 to and from ************ ****** from *********.  He was taken there on 6/14 without incident.  He was asked 3 times to provide his return train number, so it could be tracked, and he never provided it.  We were just told that his train would arrive at 1030PM on 6/17.  On 6/17/22 my driver, ****, arrived at 128 train station at 1015PM.  he texted the phone number that was provided by **** *************).  He waited at the train station until 1210AM.  He tried calling and texting the number several times.  He contacted me multiple times and I tried as well.  We received no response and I received no phone calls.  I finally told **** to leave at 1215Am.  On 6/27/22, ten days later, I received a call from **** stating that no driver was there and they had to take an uber home.  When I stated that my driver was there and we both called he just kept saying "no he wasn't). I initially told him that I didn't feel we should refund his one way trip because my driver was there for over an hour waiting.  After calls from him almost every day for a week I finally said I would mail a check.  He first gave me an address of **************************** in Sagamore Beach, ** 02562.  He then changed it to PO BOX 427.  I mailed a check for $85, to that address, on August 2,2022.  He called me everyday for a week looking for the check.  I did not block his calls but I did stop answering them.  I mailed the check, under duress, to the address that he provided.  To date, the check has not been cancelled or cashed.  

  I am not in the business of leaving people stranded.  I am also not trying to mislead him.  He never called, at all, the night he was supposed to arrive and most customers would call several times if they thought the driver was not there to pick them up.  I offered to send him the $85 back so that he would stop harassing me.  If he wants to send me a request on venmo for $85 I will approve it and I can move on from this.  I will also cancel the check. I am offering this to end this incident. I still do not feel that he was at that train station.  That is a small pick up area and you cant miss people.