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:10/19/2023

  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.

  Reached out back at the end of May 2023 and spoke with ****** regarding renting a limo for my niece's prom. Explained that I need the car for about 3 hours and it's for the driver to pick up my niece and drop her off at her home. The commute was no more than ***** minutes each way. I expressed to the lady that this is her first prom and just want her to have a memorable experience. She told me they would ensure she's safe and get her home in one piece. We agreed on $649 for the time. There was an issue (fight) with members of my niece's class and that caused a little delay with her getting back as she is prefect and valedictorian and was making sure the issue didn't blow up. I was hit with a $216 late charge for an extra hour even my niece didn't in fact stay for an extra hour as I was tracking her with her mom and I explained that I never agreed to this amount as a late fee. If I knew it would be that, I wouldn't have used them. They refuse to work this out with me and here I am making a complaint.

  Business Response

  Date: 10/19/2023

  Hello, 
  
  Thank you for your email. Service was booked specifically from 08:00PM till 11:00PM. 
  Final drop off was made on 11:39PM. We do not charge for extra ***** minutes and never did. Our drivers actually arrive at the location ***** minutes early as well - to make sure we provide the best service. Again, we have been on Market 15+ years and we are proud with service that we provide. We have always cared about our customers and never rejected justifiable refund. 
  
  In this case, customer used an extra hour service - meaning we charged for an extra hour. Customer complained - for extra charges and told us that they would complain via BBB. Again, we are a leading luxury transportation company in *** - with 24/7 Office and over 30+ vehicles in our fleet. We have always upheld our reputation. We are one of the highly rated companies on ****** and TripAdvisor, but this does not mean that customers have a free pass. Our driver told customers that due to traffic they could not make to all the destinations and had to keep it as short to make it on time. We provide itineraries - where customer chooses destinations to visit. We cannot control how long customers want to leave the vehicle and take photos or just walk around. Only thing that we guarantee is that vehicle will perform service for specific amount of time (in this case 3 hours). King and Queen limo is a for-profit company - meaning we collect money for extended service. Again, in terms of extended hours we only charge if service was extended for longer than 30 minutes. Our company has never been labeled as a predatory organization. Honestly, this type of treatment has been very insulting for our company and working staff that wholeheartedly tries to please every single customer! 
  
  Please see attached PU and DO times of customer as well. If you have any questions, please call me **************. I am always happy to hop on a quick phone call to confirm your appointment. 

  Thanks,
  ****** 

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked limo tour of ***. This was a graduation celebration/ photo shoot. After contacting several businesses in this line of service I decided to book with King and queen limo NYC because the customer service agent was very helpful in making arrangements and gathering info. I was very happy with the timely responses and detail explanation of the to do and not to do. However was very disappointed when the limo driver showed up he was very *****. I contacted the limo company to let them know that my block is very congested and arranged a new pick up location. i was informed by agent on phone that everything set but it seems they did not notify him of the change. No problem he arrived at my home on time and my parents directed him to the new pick up location where myself photographer and 4 other graduates met and got into limo. They driver seemed very unpleasant. He made first stop at ***********, I asked him if this was best spot to take photo and he said we have to decide. The rest of the crew began to frown at him as his behavior came across as rudeness. We left and walked a few blocks and took few pics. This took 35 minutes. We ran back to car and I asked him where next and he pretended not to hear me. I again knocked on his window. He rolled window down and said final stop next. At this point I text my mom to send me the email with the stop listed and told the driver that this is not what we agreed to. He said there is no time. The stops depend on traffic and it already almost two hours into the trip. Everyone was upset at the way he was responding. He put a damper on our moods. We felt he could have been more helpful and courteous . He did not offer us a chance to extend time (additional fee) and made no suggestions. We felt disrespected and cheated. He saw few young black brown men and decided we were not worth his time. We are disappointed. Not only did we not get our moneys worth but we will forever remember this as a sad day.