Complaints

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• Initial Complaint

  Date:08/10/2023

  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.

  I hired Premiere #1 Limo for my wedding, to transport guests to and from the hotel to the venue. It was clear they were to leave at 445 for the first run and 515 for the second. The driver did not leave on time for the first trip. The first group of people told him that he should head out because he was not going to make it back for the second group of guests. The driver finally leaves, gets lost, takes the guests to the wrong venue and suggests they "get out and walk" because he could not go any further. The second group of people that were waiting for this shuttle to return included both of my brothers who almost did not make it on time. Thankfully all of the guests waiting decided to drive themselves. After the wedding, I email ****** at Premier #1. She agreed to look into it, followed up 2 weeks later and she was still looking into it. 4 weeks post wedding, she came back with multiple excuses. ****** in writing told me the driver had no wedding guests and he waited at the hotel and when he had no guests, he left to go to the venue to find a wedding coordinator. This is concerning because the driver transported guests on that trip that she told me there was no one in sight. I provided ****** with at minimum, 5 screen shots of conversations I had with different guests who were on the first shuttle as well as guests that missed the second shuttle because the driver was not back in time. I provided ****** emails her and I exchanged in the beginning, clearly stating the pick up times. As the organizer, you put all of your guests on notice, you offer a service so they do not have to drive. So when they are standing around at 5:35 waiting on a shuttle that was to pick them up at 5:15, it is a problem.The biggest issue I have with the entire experience is the lies and excuses that ****** made up when my only intent was to find a resolution. I have sent her 3 follow up emails since our last exchange (8/2/23), asking for an update on possible resolution with no response

  Business Response

  Date: 08/10/2023

  Hello

  Attached is the rental agreement for the services provided. 

  Terms and conditions state that we are not responsible for for delay or inconveniences due to traffic or unseen issues.

  Our manger has spoken to her several times about her believed issues as well as the text messages she has attached in this complaint that state her guests did use the transportation.

  There was no person to contact at the hotel for the guests the driver had to determine due to guest counts and traffic the best way to service the customer day of.

  Service on both ends was provided the day of the event. 

  There is onboard GPS as well as camera's that clearly show what happened the day of the event. 

  Customer was not on site and is going off here say of some her friends.

  Customer Answer

  Date: 08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As you can see attached, ****** confirms the shuttle did not leave until 5:05pm, for a 4:45 departure. This is the ONLY issue that I am contesting which ****** clearly acknowledges did not happen. I also attached her email, stating there was no one the shuttle so the driver left to find a wedding coordinator at the venue which was 15 minutes away. And if this were actually the case, knowing his next departure was to be at 5:15, how would that make any sense. 
  Furthermore, there is no breach of contract as there were no unforeseen incidents or traffic issues as to why the driver left late or arrived back late.  
  I also included a screen shot from my 65 year old Aunt who traveled on the first shuttle that left late. I would not consider this “hearsay from one of my friends” but appreciate the attempt at harassment. 
  

  The resolution I am looking for is that half of the cost that was paid for the 7/8/23 service be reimbursed to the original form of payment as all services were not met nor provided.   

  Regards,
  
  *************************