Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believe this company engages in bait and switch tactics. I reserved a limo ride to the airport for a certain rate and provided credit card information. A few hours later, they emailed and stated that their limos are subject to a 3 hour minimum or a rate over $60 more than what I agreed to.

  

  Business response

  04/17/2024

  On Fri, Mar 22 at 4:56 PM, the customer booked online my standard *********** airport limo at the rate of $186.93.
  
  On Fri, Mar 22 at 6:17 PM, I emailed the customer the explanation of this situation and gave customers multiple options to accept a price change, change to another, lower price vehicle or cancel without any cancellation fees. Since no standard limo was not available; I converted the reservation to ******* MKT stretch limo, my specialty limo used primarily for weddings and proms. This ******* MKT stretch limo normally has a 3 hour rental policy. Please see attached copy of my email.

  On Fri, Mar 22 at 6:25 PM, customer declined all options and the reservation has been cancelled.

  The customer did not travel w/**********************. No limo was dispatched. Customer's credit card was never charged.
  
  When customers book online at **************************************************************** , there is a rate disclaimer** and rate alert* at the bottom of my booking page but not everyone bothers to read it.
  
  Once in a ****** online bookings or so, I do receive similar concern from my customers; however, almost all of my customers understand the process and has no problem making adjustments. 
  
  Regardless, I am sorry the customer was not happy with my reservation process and my explanation and my offers.  I am sorry for the confusion. For future reference, I recommend calling ahead prior to booking.
  
  Thank you,
  
  VT ********
  
  * Rate Alert: All stretch limousine airport transfers and point-to-point transfers are $250.00 minimum, out the door w/all fees, taxes and driver's gratuities INCLUDED.
  ** Rate Disclaimer: All online reservations must be approved by our agents. Some reservations on busy days or when heavy traffic applies, might have a small surcharge. Your confirmation will show you all rates/tips and fees prior to pick-up. Certain limos, buses or specialty cars might have hourly minimums and all rates need to be verified.
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was extremely disappointed with the concert service I received on 6/3/23 to the *********************** concert. The driver was a very nice person but he was not prepared to take someone to a sold out concert at *************. He had trouble finding the entrance. I sent him a picture of the message from ************* about the designated pick up area. I thought we could find it before I went to the venue. I started to become concerned when he did not have a good plan to pick me up. To be honest that put a damper on my concert experience. When I booked this ride I was led to believe that a driver would be ready and waiting for me at a safe location since I booked a 9 hour service. I booked this service because I wanted a safe guaranteed ride home. After the show I texted the driver to arrange pick up. He wanted me to go to a place in the south loop that was 2.4 miles away and was not in a safe location. I had a panic attack. Some lady who said she was his coworker called me. She was not very nice and insisted I walk a long distance to find him because of street closures. I made my way to the ************* and saw many limos and drivers available offering rides. Why was my driver not able to meet me here. I seriously considered taking one of these rides. I continued to make my way towards ******** Ave. I spent $120 on a pedi cab. I had that guy call my driver to arrange pick up. I still had to walk several blocks to find my driver. My driver seemed extremely stressed by the street closures. I felt like I had to cheer him up despite having had a panic attack myself. I am very upset with the company for sending a driver with no knowledge of the venue or street closures. It was all over the news that there were street closures due to the ****** Street races next month. The driver should have been prepped by his employer. The manager was very rude when I called today. Who in their right mind would pay $750 to have to walk 2.5 miles alone in the dark.

  

  Business response

  06/27/2023

  This complain has already been resolved with customer and below is a copy of my communication with customer:
  ----------------------------------------------------------------------------------------------------------------------------
  *********************;<******************>
  To:Stretch Limousine, Inc.
  
  Tue, Jun 6 at 5:08 PM
  
  Thank you.  

  I appreciate your efforts. 
  I dont know that area very well. When he said other side of **************** I thought he was referring to an area near the *************.  I also thought the driver would show  me the pick up spot. 
  If I knew how to get there beforehand it would have been easier.  Although I still would not have walked to that place on 18th and ******* by myself late at night. 
  If I knew that was the pick up spot I would have told ********* to just go home and I would find a Lyft. 
  He was pretty shaken up by the drunk driver and I felt bad for him.  
  Anyway have a nice night. 
  
  Anne Prather 
  
  Sent from my iPhone
  ----------------------------------------------------------------------------------------------------------------------------
  On Jun 6, 2023, at 4:51 PM, Stretch Limousine, Inc. <******************************************> wrote:
  
  
  ?Hi ****,
  
  Thank you for your your email and your patience while I gathered details about your reservation.
  
  First of all, again, I am very sorry you experienced so much stress last weekend. My absolute goal is to provide my customers with safe transportation and peace of mind and I took your case very personally. I'll try to improve from that point.
  
  Overall, almost all of my customers find me on the Internet at ******************************************************************************; and are well aware of the return pick-zones shown online on a map there. Solider Field is the only venue with no easy return pick-up. I know you said there were limos parked on a ************* but that's also a matter of luck for a driver. This is not a dedicated nor guaranteed parking for limos.
  
  Also, I listened to the recorded conversation you had with my dispatcher *** who stressed the return pick-up will be on the other side of ****************. 
  
  Anyway, please kindly accept the refund of over $250 back to your credit card and allow two to three business days for processing. Also, I know you had a bad experience with our company, but just in case you would ever need any transportation, maybe a trip to ****** or **************, I've attached the $75 travel voucher to your account. Just mention the notes on your reservation Conf# ******.
  
  Thank you again.
  
  Sincerely,
  
  V.T. ********
  Gen Manager

  Customer response

  06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩