Complaints

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

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  ETI Limousine & Charter

  419 N Weidner Rd Live Oak, TX 78233-6154

  
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  ETI Limousine & Charter

  513 Paseo Canada St San Antonio, TX 78232-1112

  

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:09/09/2022

  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.

  I reserved a party bus for my wifes 40th birthday party. The bus was to take us and our friends from our house to a bar in *************, to another bar in ****** and then back home. The whole trip was scheduled from 8pm to 2am. When I called the driver to take us home from the last bar at 1:08 AM, he showed up on foot to let me know the bus was broken down. 2 groups of our friends decided not to wait and left in an uber. I helped find some jumper cables but the bus still wouldnt start. The driver said another bus was en route. We waited a little over an hour and a van showed up instead of a bus. Disappointed, we left in the van just to get home. A party bus has large plush couches situated in a circle where the whole group can have drinks and listen to music with plenty of room to dance in the middle. As you can imagine, the ride home from the bar is the most fun. It was also the longest leg of the trip. (About an hour drive) We were stuck in a van staring at the back of our friends heads with no music. This was the equivalent of being driven around by an Uber driver. I paid $1722.00 for a party bus. If I wanted to ride in a van, I would have ordered an Uber. We had also planned on picking up some friends in ************* on our way home. The hour delay prevented that from happening as well. I contacted the company and spoke with ***************************** (operation manager) via email. I spelled out all of my concerns and disappointments and she refused to address any of them. She just kept saying that full services were rendered. She offered me a check for $150 for the inconvenience. ******************************** a parking lot for over an hour. We spent more time in the van than we did in the party bus. I contracted this company to provide a party bus so this was not the full service that was agreed upon in the rental agreement. I deserve most if not all of my money back. A $150 check is an insult.

  Business Response

  Date: 09/21/2022

  
  Good Afternoon ******,
  
  My apologies on the delayed response but I did need to gather all details before I could respond to you. We provided transportation for ***************************** on 09/03/2022 which was sent to us through a third party affiliate. He had a pickup time of 8pm at ******************************** with a final drop off time of 2am.  Our chauffeur arrived in our 14 Passenger Party Bus as requested by ******************** on time and provided transportation as requested.At 108am ******************** contacted our chauffeur *********************** to let him know his group was ready. Our chauffeur noticed that he was having an unforeseen mechanical issue with his vehicle.  ******* contacted our office and we sent out a 2022 ****************** ******** ($460.00 for a one way in this vehicle at no charge) for ******************** and his guest to get home comfortably and safely.  We have a final drop off time for ******************** at 253am (please keep in mind our office is an hour away from Mr. ********* location) his final drop off time should have been at 2am.
  We rendered complete services and offered a $250.00 in house credit for the inconvenience or a $150.00 refund. We are willing to offer ******************* a $250.00 refund and a $460.00 value for our ******** *** at no charge to continue to assist him the best that we can. Please let me know how I can further assist you.

   

   

   

  Customer Answer

  Date: 09/21/2022

  Complaint: 18003284
  
  I am rejecting this response because:

  
  

  This is the same response that I got from the company when I contacted them a couple weeks ago. None of my complaints were addressed in any of the emails nor in this response to my claim. They speak of their service as if its just basic transportation. This company provides specialized transportation. If I was just looking for basic transportation, I would have contacted UBER.   The bus was to travel an hour to my house, pick us up at 8pm, drop us back off at 2am and then drive back an hour to their office. Thats a total of 8 hours.  I agreed to pay $1442 to rent a party bus for 8 hours and we only had it for 4. Im also not sure why it was brought up that we were 53 minutes late to our final destination. We were late because we were stranded in the parking lot for an hour waiting on a replacement bus that turned out to be a van. Mind you there were 14 people waiting for an hour. $250 is not enough for inconveniencing ********************************* a hot parking lot. Had we known they were sending a van, we would have all called an Uber.  Im reluctantly willing to pay for half of the bill. We got charged for 8 hours and only used the bus for 4. Ill need a refund of $721 to close this claim. 
  
  Regards,
  
  *************************

  Business Response

  Date: 09/22/2022

  We here at ETI mentioned the 253am drop off time to indicate the we only took an hour passed the clients drop off time to get the situation handled. We did not provide "regular service"  we provided a ride home in a ******** ********* Sprinter ( cost of $460.00 waived)  with a chauffeur not a regular van. The client was not offered $250.00 refund he was offered $250.00 in house credit or a $150.00 refund. ETI has now agreed to refund $250 .00 to the client. 

  Customer Answer

  Date: 09/22/2022

  Complaint: 18003284
  
  I am rejecting this response because:

   

  I didnt ask for a Van. I dont care how much you charge for a van. I asked for a party bus. You didnt waive any charges for a van because I didnt agree to any charges for a van. Had you sent a limousine, I would still be unhappy. Provide the service that was agreed upon in the contract. Have your drivers/maintenance **** inspect their vehicles. The pre trip inspection is a process required by law on all commercial vehicles. The consequences of not doing so should not fall on your customers. 

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

  Business Response

  Date: 09/23/2022

  Our offer stands as stated before.

  Eti management

   

  Customer Answer

  Date: 09/27/2022

  Complaint: 18003284
  
  I am rejecting this response because:

  Im willing to pay $250 to keep this claim open for everyone to see. Keep it  

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