Complaints

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• Initial Complaint

  Date:07/03/2023

  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.

  We were charged by this business outside of the contractually obligated amount. We contracted with starlight limousine to provide transportation to our wedding. ******** arrived past contracted times, left empty without any guests, and fabricated start and finish times to justify additional incurred charges. Nowhere in the contract we signed is there mention of up charges, and for this to be left to the sole discretion of the businesses is unethical. The agreed upon ammount in our contract was $3000, of which we paid $1500 on June 6th, and the other $1500 on June 14th. We were charged an additional $504 for services that were not provided. Starlight Limousine is in breach of their contract with us, as they did not fulfill the agreed upon services. We have evidence they fabricated the pickup times based on our guests not being picked up at the agreed upon time. We also have evidence of limousines leaving empty, when explicit instruction was given to remain until guests could board based on eye witnesses standing right at the limo. They have said that they were contacted by a "*******" who released them from their services, of which no one did. There was no ******* apart of our wedding, and can provide documentation. We do not know this *******. On top of this, we were charged the $504 without giving consent to the charge, and with no summation of the charges for us to review. We have reported the charge as fraudulent to our credit card company. Understanding this is all hearsay, we believe that we have been wronged, and are being scammed by this service. We would like this to be refunded by our bank, and this business noted as a fraudulent business for intentionally deciving customers and misrepresenting services.

  Business Response

  Date: 07/04/2023

  The response was so large that your response page would not allow the attachments. Please find the response from ******************************** in three parts including four attachments sent to: *****************************************

   

  Best regards, Starlight Limousine

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20271546
  
  I am rejecting this response because:

  I have attached the email my wife (*************************) and I originally sent to *********************** from Starlight Limousine. They have yet to address any of our concerns:

  1. They did not follow the schedule we created. The last shuttle before the ceremony did not arrive until 2:15pm which should have arrived at 1:45pm. This then caused our ceremony to not begin at 2:00pm as originally planned. And then caused the rest of our schedule to be pushed out the rest of the day (photos, cocktail hour, reception, etc., including the shuttle schedule of when we were being picked up and dropped off. 

  2. They drove away without any passengers on the vehicle two times (2:50pm and 9:00pm or 9:30pm) after being asked several times by family members and/or our wedding planner (************************* from Its All In The Details) to wait. This then caused them to have to make additional trips past 10:00pm (which is why they want us to pay for the additional time they had to drive). 

  3. Starlight Limousines evidence of the shuttle logs are clearly fabricated. The pick-up times/drop-off times are the exact times we had provided to them when making our request of a shuttle schedule. If they were accurate they would not match our exact times, they would have a log that reflects a realistic pick-up and drop-off time, such as: pick-up - 1:06pm vs. 1:00pm and drop-off - 1:32pm vs. 1:30pm. 
  

  4. One of the shuttles did not have working AC. There were 22 passengers cramped in a small shuttle in 87 degree weather and only hot air was blowing. We had small children becoming over heated and a guest who almost had a panic attack because of the heat and cramped conditions.  
   
  5. They gave us refund of $100 instead of the entire $504 they charged to our card (without our consent). They should have sent us an invoice first, allowing us to refute or agree to the extra charges. 
  

  6. No one from our wedding party released one of the drivers at the end of the night. In fact, my brother (****** ******) and our wedding planner (*************************) explicitly asked them to wait for passengers and they left anyways with no one on their vehicle (at 9:00 or 9:30pm).
  
  With all this said, we are not asking for a full refund of the $3,000 we have already paid them. We do not believe that we should have charged the additional $504, since the extra time added onto the end of the night was the result of their poor time management and purposefully driving away without passengers on their vehicles. If they had made sure their shuttled were filled with passengers, we never would have gone passed the allotted time of 10:00pm for the last shuttle. Therefore, we are asking the the $404 still be refunded to our account. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2023

  Please see the attachment.