Complaints

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• Initial Complaint

  Date:04/16/2024

  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.

  On 3/1/24, I booked a limo bus rental for 3/8/24 with a minimum of 4 hrs at $275 per hour. The company said they were charging me $1100 but added without permission and violating our contract in charging an addition 18% at that time to my credit card without permission. The trip scheduled for 2:40 and we returned/ were off the limo by 7:14. ***** and **** both said I was overcharged when they rounded up to a full hour, plus they added another 18% for a fee that was not within the contract. I tipped in cash. I spoke to **** twice and ***** twice. They never emailed a receipt or confirmation email even though I asked during each phone call, and they said they would during each call. The limo is on their website, on every photo, falsely advertised as BRAND NEW. The limo bus is at least seven years old and has visible signs of wear and age. When I mentioned this, they hung up and have refused to rectify.

  Business Response

  Date: 04/17/2024

  Good Morning, 
  
  
  The Limo Party Bus was in fact booked on 3/1/24 at which time **** explained the cost would be $275 per hour with a four-hour minimum plus 15% gratuity. ***** never mentioned to **** that she wanted to pay a cash gratuity at any time during their exchange. The reservation receipt reflecting the four-hour minimum plus the 15% gratuity was in fact charged to *****'s credit card. The reservation receipt was emailed to *********************** on 3/1/24 at 1:29pm. On the actual reservation receipt under "Notes / Comments" it clearly states "Gratuity charged to cc / 12th Birthday Party / Pick up/drop off at CVS parking lot". **** called ***** immediately after emailing the reservation confirmation, as ***** was anxious and wanted to be sure all was reserved, as 3/1 was a Friday and she wanted to be sure she had something in writing that reflected reservation was all set. ***** did confirm receipt of the reservation confirmation via phone on 3/1/24.
  
  
  As a matter of fact ***** had mentioned to **** how lovely is was to have spoken to her and that ***** was very, very excited and happy about how quickly we were able to address her questions and get this booked so fast, as her previous Transportation Company, JTR was unable to hold up there reservation for the Birthday Party. ***** was elated that we were able to accommodate this request on such short notice, for her Son's Birthday Party.
  
  
  There never was a charge for 18%.
  
  
  At no time was this client/passenger hung up on. 
  
  
  ***** called the office over the weekend of March 8th. ***** did pick up that call and explained to ***** why her credit card was charged the additional hour, and asked if ***** could email us any other concerns she might have, and we would look into her concerns during regular business hours 9-5 Monday thru Friday. ***** was annoyed that ***** even bothered to answer the phone, then proceeded to say "How dare you answer the phone after hours". ***** did advise *****, that yes, we answer phones on the weekends, in the event of any airport transportation issues and that we would respond to her email during business hours. No email was sent, therefore ***** assumed ***** was satisfied with *****'s explanation.
  
  
  On 3/18/2024 ***** called and spoke with **** and stated she was very annoyed that ***** picked up the phone on a weekend and that she had not received a receipt reflecting the additional hour that was charged to her credit card, so **** re-emailed it to her on 3/18/24 @ 1:51pm. ***** did advise **** that she was charged twice for gratuity, ***** had paid the Driver $140 in cash. **** advised ***** that she would find out how to re-imburse her the $140 that ***** paid in cash, as a total gratuity of $206.25 was already charged to her credit card ($165 on 3/1 for 4 hours and additional $41.25 on 3/8, for the additional hour of service, totaling $206.25 gratuity).  
  
  
  A long email was sent to ***** on 3/18/2024 @ 4:30pm, addressing in detail all of *****'s concerns, and asking if this had cleared things up. We had not heard anything back from *****, rebutting the explanation, so on 3/29/24 we credited *****'s credit card the $140 that she paid in cash to the driver. A receipt of the credit was emailed to ***** on 3/29/24 @ 10:35am, and we have not heard from ***** since. 
  
  
  Of course, if you need further information, please do not hesitate to contact me at the number below. 
  
  
  *************************
  Owner
  *** Transportation 
  **************