Complaints

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

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  S & S Limousines, Inc.

  7160 West Main Road Le Roy, NY 14482

• 

  S & S Limousines, Inc.

  PO Box 340 Le Roy, NY 14482-0340

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:05/11/2023

  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.

  In March 7th 2022 I called S&S limousine to book a “party bus” for a wine tour to take place on May 13th 2023. I told them the wineries I planned on visiting and I paid a deposit of $450. I was told I would need to make the appointments with the wineries on my own. On April 5th I reached back out to S&S limo to share with them that the wineries I planned on going to would not accept our group on a party bus. The woman on the phone, Tara, told me they knew about that rule for 3 years but they would send me a list of other wineries we could attend. I told them I wasn’t interested in the other wineries and would like to cancel the reservation. They said per my contract I could not receive a refund, but I never signed any sort of contract. I called around to the other wineries and two on their list also were not accepting limo busses. I called back and let them know and asked why I wasn’t made aware of the restriction on busses before making the reservation. Tara told me they could change my reservation to a basic coach non limo bus which wouldn’t be “the fun party bus” and I explained that for the nature of the event (birthday party) we were hoping for a limo bus. She told me I was asking too much and that I should be ok with just going to breweries instead. I would like a refund of the $450 deposit for the reason that I never used their services and never signed a contract.

  Business Response

  Date: 05/19/2023

  Ms. *****, a previous customer (June 12, 2021) sent in an
  email inquiry on March 7th. She inquired about a Wine Tour for May 13th.  We replied to the email and even offered her
  $50 off as a returning customer.  She
  called later that day to make the reservation and placed a deposit on her ****.  Please see that note in the contract that she
  will make reservations as needed. She was emailed the contract, which she signed and returned.
   I find it odd that she states that she
  did not sign it, she even emails us to ask this question, and we sent her a
  copy. On April 5th, she called and left a message that
  she needed assistance with an itinerary. We sent her suggestions.  We gave her suggestions again.   She
  called back and stated the wineries are not taking limos at all, and she wanted
  to cancel. We explained to her that yes, the wineries have limos, as we go there
  every weekend.  Then she could cancel,
  and she would lose her deposit.  On April 10th, she called and wanted to cancel
  the reservation. We tried to work with her and give her options, as she had a
  smaller group, and we could move things around so that she could go to ***** ********.
  As this winery only takes shuttle vans, this would be her only option.   She was  nasty, said this is our fault, we should have told her that ***** ******** does
  not take limos. Her initial inquiry stated a birthday party/wine tour with 16
  people.  She never said anything about ***** ********.  Her boyfriend does not drink
  beer and she is a paying customer.  We
  were trying to work with there, but there was no compromise. She said that we are
  snakes and that this is our fault, we can keep her money and she will post a
  bad review. As per her request, we canceled the reservation. On April 10th, she left a bad review on ******. On April 11th, she emailed and requested a copy
  of the contract she signed as she did not have a record of that. On April 13th, we sent her a copy of the contract.  She signed the contract electronically at
  11:43am on March 7th. Since then, we had not heard from Ms. ***** until we
  received this complaint. In conclusion, Ms. ***** made a reservation for a Limo Bus
  for May 13th.  We provide
  transportation to and from as per the customers itinerary. As per the notes, Ms.
  ***** will make appointments as needed. A month after she made the reservation,
  she could not get reservations at a certain  winery. We offered to move things
  around, so that she could go, and she did not want to. She only wanted to cancel.  As per the contract, deposits are non-refundable.  Services would have been provided, however Ms.
  ***** canceled. Please see her signed contract. Please let me know if you have any questions.

  Customer Answer

  Date: 05/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The business is being dishonest about our conversations and refusing to take accountability for their poor customer service, or offer a satisfactory solution. I did not sign a contract for this reservation. The contract they have is from my past reservation. (I know this because my last name has changed since my past reservation, this signature is signed with my previous last name that began with a D.) They did not send me an authorized document copy of the contract with an electronic signature because it doesn’t exist, they forwarded me an email with their policies and a picture of a signature below it. I find this type of behavior concerning coming from a business. 
  Regards, 
  
  ********* *****
   

  Business Response

  Date: 05/30/2023

  In response, please find the
  attached initial inquiry from Ms. *****, dated March 7th,
  2023. First Name:      ** Last Name:      ***** Email:              *******.****@*****.com. And then the rest of the
  inquiry details. Please find the contract that was sent to Ms. *****. Please find the agreed to
  contract terms and agreement, signed 03/07/2023 11:43:27am. Ms. ***** is a previous customer,
  and her name has always been ** ***** in our system.  I sent the previous contract from June 12th, 2021, to show that she is
  a previous customer, and therefore she is aware of our reservation process, contract,
  and terms. For the June 12th,
  2021, contract, she used DocuSign from her work (*******). For the May 13th, 2023,
  contract, she used our online link. On April 6th, 2023,
  a month later, Ms. ***** called and asked for help with her itinerary, I sent
  her an email with options (email attached). She never mentioned ***** ********. On April 13th, she
  asked for a copy of the signature page (email attached). In conclusion, Ms. ***** (as
  we have always known her), a previous customer, made a reservation for a Limo
  Bus for May 13th. The contract was sent to her, and she used our online link to
  accept the terms, sign, and return it. Our reservation process is the same as
  it has always been. As per the contract, deposits are non-refundable. I am not
  sure why Ms. ***** says that we are dishonest about our conversations, as it
  seems straightforward. She entered into a contract and now states that she did
  not. She wants us to take accountability for her cancelation, that this is our
  fault, and that if she does not get her way, she will post a negative review,
  which she has done.