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:03/19/2025

  Type:Customer Service 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 called 716 limousine and had a few questions about charges on my credit card, and I spoke to the manager who treated me poorly, and she called me and my friends ghetto Lockport trash, and then stated she was gonna blackball me from ever renting from them again and have this all recorded.

  Business Response

  Date: 03/19/2025

  We are writing in response to the complaint regarding the recent booking of our 20-passenger limo bus. We understand the importance of addressing our customers' concerns and want to clarify the events surrounding this booking. The customer originally booked the limo bus for a duration of 11 am to 4 pm. Our chauffeur arrived at the designated location at 11:01 am per our cameras in the bus and began loading the guests as per the booking. During the reservation process, it was explicitly stated by the guest that gratuity was to be paid in cash. Unfortunately, we did not receive the agreed-upon cash gratuity from the customer at the conclusion of the service. Moreover, the booking extended over 1 hour and 15 minutes (again this is on our safety cameras in the vehicle) past the agreed time, which resulted in additional charges for the overage. In line with industry standards and upon the customer’s request, we added the gratuity to the final bill, as cash was not provided. When they reached out to go over the charges, the customer became verbally abusive, and the call had to be terminated for the safety of our staff. Following this, the customer called back and made threats of physical violence. At that point, we had no choice but to inform him that we would need to involve law enforcement if the harassment and threatening behavior continued. We strive to provide excellent service to all our clients and maintain a safe environment for our employees. We feel that we attempted to address the situation appropriately and professionally.  Thank you for your attention to this matter. We appreciate the opportunity to clarify our position. 

  Customer Answer

  Date: 03/31/2025

  The bus arrived after 11:05am, I have text to prove. They state they charged me for 13 minutes late returning, but they charged me for 25 minutes late. 716 Limousine invoice originally sent to BBB has been altered it’s not the original sent to customer. I was verbally abused by 716 Limousine being called Ghetto Lockport Trash. I was never verbally abusive or threaten physical harm and my voice recording will prove that. I would like to be refunded my $868.00 and apologized to. I’m trying to upload voice recordings and invoice. Files are to large, having difficulties. 

  Business Response

  Date: 05/08/2025

  Services were provided and charged for accordingly.  The customer needs to pay for the services we provided.  No refund is being offered for this reason.  Thank you.

• Initial Complaint

  Date:05/22/2023

  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.

  Hired 716 Limo for black car service to Rochester, NY from Buffalo, NY and back. Driver was slightly erratic and distracted on trip to destination. On the return trip, driver was distracted (eating food which he grabbed from passenger seat), erratic, came close to sideswiping another vehicle during a lane change, and kept accelerating to speeds of 100+ mph (and speeding when not accelerating erratically) to the point we had to ask him to slow down. Upon calling the company to report these unsafe driving activities, we were told that the owner didn't believe us, that he gets notifications when the drivers go over the speed limit. Even after letting the owner know that several members of our party saw the speedometer for themselves and that we can all corroborate the erratic driving, the owner still stated "I 100% do not believe you".

  Customer Answer

  Date: 05/22/2023

  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.   Regards, 
  
  ****** *******