Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This car service refuses to credit my credit car for $71.07 for services they never provided. I scheduled a pickup time for 3:15AM on Sunday 2/25/24 to go to the airport because I needed to be at the airport no later than 4:15AM. Not only did they change my pickup time only several hours prior too, but the 2nd person being picked up lived further away from me so I would not get to the airport until 4:45 - 5:00 AM. The Driver sent a group text message sharing my phone number with stranger and when I scheduled the pick up I was not informed this was a shared ride, nor did my invoice indicate it was a shared ride. Since they DID NOT HONOR my scheduled pick up time and with adding another passenger without my consent I would get to the airport later, I cancelled services immediately and had to find another ride that would get me to the airport on time. They refuse to credit my credit cared account even though they were completely ignorant and negligent stating that I did not cancel within 24 hours. How could I cancel within 24 hours when I only found out several hours prior too. What a disgrace.

  Business response

  06/28/2024

  Customer did reserve a ride from E ***** to *** for 315 am on Sun 2/25/24. Unfortunately , that is the only part of her story that's accurate. When she made the reservation it was for one person at $69 to jfk. She was told that that rate is obviously shared ride ( as its extremely cheap) but most times ,she will go as a private car. 

  As her pick up was 315 am , the driver contacted her the night before to confirm her reservation and inform her about the second stop. He explained that the stop would be in ********* at 330 am and she would arrive at *** by approx. 415 -430 am . As her flight was domestic and scheduled to depart at 6 10 am , she would arrive  almost 2 hours prior to departure. She apparently didn't like like that scenario  and cancelled the ride. We explained that our policy included a 24 hr cancellation penalty but she said she wouldn't pay. She then disputed the charge with her credit card company and got her money back so I;m not sure exactly what her complaint is. Thank you 

   

  *************

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  The Business's reply is a downright lie.    I was never told this was a shared ride, and I have all the text messages which DO NOT state that they would get me there at the required time.   I made a reservation to be picked up at a specific time for a specific reason.   This was a business trip and the fact that they believe they can dictate when I should arrive at the airport when I made a reservation for a specific time is a break in the 24 hour notice contract.   
  
  I have copies of their invoice that does not indicate a shared ride and all the text messages so let me know if I should send them to you so that you can see that they are incorrect.   In addition, the driver sent a group text with another individual I did not know hence sharing my phone number with a stranger.  Again, nowhere in my initial booking of the reservation or the invoice does it state a shared ride.   Nor do they advertise it as a shared ride.   I cancelled their service immediately and then had the extra stress of trying to find a car service that would take me on time at such short notice.
  
  So I ask you, why is this business permitted to charge me $71.07 for services NOT rendered?   They should be ashamed of themselves because they basically stole money from me.  While still making money off the other person. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ****** **** *****
  
  
  
  
   
  

  Business response

  07/11/2024

  I'm not sure what you would like me to respond to as it seems the customer's complaint hasn't been expounded upon. We answered her original complaint and we maintain that basically nothing she alleges is accurate. Moreover , notwithstanding that we do not believe she is entitled to a refund , the cc company gave her money back pursuant to her dispute,

  There is nothing more we can ad. Thank you 

  *** ******

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled to be picked up from *** Airport to be driven to ************* ******** on Thursday, September 15, 2023, morning 5:00 AM when I called the first time to schedule the ride it was a month before and ****** in dispatch told me to call a week before, so I did. Then I spoke to ****** on September 5th and schedule the pickup for Thursday morning September 14th at 5:00 AM. She told me to call when I landed, but then realized that it was 5:00 AM and not 5:00 PM and said that they don't open until 9:00 AM, but the driver will contact me. The flight was delayed 1 hour (limo drivers to the airport are providing a service and should track when the clients flight arrives, ******* expressed in the emails telling us the flight was delayed to arrive on time to the airport anyway in case it changes back), I arrived at 6:30 AM and I called their LIALS phone number and left a message. There were no texts or missed calls from the driver. Now it was going on 7:30 AM, so I took a taxi ride from JFK and called them a third time to let them know that I didn't need their services because nobody showed up and nobody called. When I arrived at my friend's house I checked my credit card and they charged me for both ways already, or $120. I told them I wasn't going to pay because they didn't provide a service. ****** on the phone became very defensive, telling me the driver was there and called me. ****** became verbally abusive telling me that they were going to *** me if I didn't pay.

  Business response

  09/15/2023

  The customer reserved a ride from ** for 9/14 at 5 am from *** to *************. WE explained that since our office doesn't open until 9 am . our driver will leave a voice mail and /or a text with his info to contact him . 

  The flight was an hour and a half late and didn't arrive until approx 630am. WE received no notice from the passenger informing us of the late arrival. Nevertheless , our driver ( who was there from 5 am ) waited until  7am with no contact from the passenger. Our driver texted his info to the customer twice and called her once but never received a response  ( text and phone call available if needed )  

  The customer did leave a message on our dispatch office telling us that she would call our office later that day . When she called and spoke to ****** she insisted that it was our job to track the flights and we should have known about the delay ,

   ****** tried to explain that it is not our protocol to try and determine when a flight lands but rather we expect the passenger to have the decency and courtesy to let us know if the flight is over an hour and a half behind schedule She then  became abusive,  She also threatened to *** us if she  didn't receive an immediate refund. ****** explained we would have no problem presenting our side to an independent arbitrator.  

  Thank you 

   

  ******************;

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Both charges posted on my credit card on 9/15/2023, one for $60.77 and one for $62.83. They never picked me up from the airport at JFK on Thursday September 14th, 2023. I never received a call or a text from the driver. Maybe he called the wrong number. They weren't open until 9:00 a.m. and I left three voice messages after I landed. I didn't have the driver's phone number or I would have called him or texted him. I am disputing both charges with my credit card. They have numerous one-star reviews on Yelp and ******* so that should tell you something. I didn't tell ***** that I was going to *** them, I told ***** that I was going to dispute the charges and I wasn't going to pay because for one ride they didn't pick me up and for the return trip on September 20, 2023 (two days from now) I canceled the trip because I don't trust them. So why should I pay them $120 when they didn't provide a service. I didn't become verbally abusive. ***** was the one who was verbally abusive. I am on vacation this week and they have ruined my vacation!

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  09/19/2023

  I'm assuming by the complainants response , this is really about a refund. I have no issue with refunding the fare minus a cancellation charge. As previously mentioned , our driver was at the airport on time and waited until 7 am before departing. He called the customers cell phone and texted her at least twice. We can waive our charge but the driver has to get paid, I have no idea why the customer claims she didn't receive any calls/texts but we have proof that they were in fact completed,Thank you 

   

  ******************;

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please specify the amount of the refund and I will see if I accept. I was not sent any emails documenting a cancellation fee, my charges were about $120. What is the cancellation fee and will you be applying the cancellation fee to both $60 charges? I cancelled the return pick up on 9/20/2023 because I don't trust them, but I didn't cancel the pick up on 9/14/2023. Please send screen shots of his phone showing that he called and texted the right number. Even if he did, you received my first call at 6:30 am, so even though you were not open until 9 am, someone should be able to access the voice messages and return the call. Bottomline, let me know what you will be charging me for not getting any service from you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made a reservation on 10/04/22 for roundtrip airport service, departing 10/14/22 and coming home 10/21/22.i was quoted as ****** each way but was charged ****** each way on my credit card. Additionally on my return trip they forgot to assign a driver to me, made up 3 different lies and eventually arrived 1.5 hrs late leaving me and my disbled wife waiting in the cold. I want the ***** i was overcharged back and at least 1/2 my return trip refunded based on their lying and incompetence

  Business response

  11/01/2022

  The customer booked a ride from Farmingdale to *** airport, on 10/14 returning on 10/ 21. The price was originally $132 until we asked about the size/number of their luggage. When they explained that in addition to the 6 adults , they were taking 6 carry on bags and 8 international size suitcases . We explained and they understood that we would need to send a larger van to accommodate them and their luggage. The appropriate fare was then quoted as $160 each way, They agreed and we charged their credit card. 

  ON the return trip , they actually landed a half hour early. The average wait for an int'l flight from touch down to airport departure on a Friday night is approx. one hour. They called us approx. 630 and said they were ready to go. Our originally scheduled driver ( the same one who drove them in ) was stuck in accident traffic in Brooklyn which was explained to the customer. We then called an independent van driver who lived Queens about 15 min from ***. HE agree to drop what he was doing and rush over to jfk to pick up the people. He did that and the people were picked up around 7 pm and driven safely home. 

  Without any notice or phone call , we received a charge back form the cc company stating that the passenger disputed the entire fare. The bank then takes $320 from our bank account until the dispute is resolved, The only reason the customer is writing to you is that we had our attorney write him a letter warning of litigation if the appropriate fare is not paid.  These people are liars and thieves and we will not let them get away with their chicanery. Thank you 

   

   

  *************

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   ************* was absolutely not the person i spoke to at the company and absolutely does not have first hand knowledge of this conversation and should not be calling me a liar or a thief, that is defamatory. His employee could have made a mistake I dont know but i gave him the day and time i called to listen to the recording of the call and he chose not to or did and knows im right. There is no disputing he showed up an hour and a half late and lied about the reasons 3 different times with 3 different excuses. He is a bad liar and even wirse business owner in my opinion and the opinion of the people who have posted the numerous online reviews about him

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company for a car service to *** airport. Pickup at **********, drop off at my house. As stated, this is supposed to be a limo service so I'm expecting a town car. They sent someone who drives an old beat up car. We were running late so they had to reschedule another driver but with three passengers and three suitcases, they should have told me that it would be a different car. Additionally, the second car they sent hardly waited five minutes and left.When we arrived back, the driver calls and says he has another pick up and needs to leave. They have all my flight info, my flight landed at 10pm, about 15 minutes earlier than scheduled, on an international flight, so they should know it would take me some time to go through customs and get luggage. Why did they send the driver to pick me up at 10pm? Nonetheless, he waited but shows up with a ****** *******, broken windshield, windows don't roll up. Again, three passengers, three suitcases. Then he was given the wrong info about drop off. Both times, we had to put one of the suitcases in the backseat.I later get a notificaiton that this same company tried to charge me an additional $50. Without asking me. I want a refund as this business is a scam. This isn't a limo service, this is a cheap car ride. And they try to charge you extra without notifying you. I spent $180 on a car service

  Business response

  07/15/2022

  HI , we have been in business for over 50 years and have serviced millions of customers . About 99% are satisfied but there are always those who complain no mater what and those who fabricate stories. This customer represents the worst of the bunch. First off ,we never represent we actually have limousines ( or town cars ) as we never did. Secondly we sent a Lyft driver ( as we often do post Pandemic) who drove a standard sedan, The customer was late and the driver couldn't wait so he left. ( 835pm) We went a second Lyft driver who they also made wait and left again. (9 10 pm ) We sent a third driver when the customer actually was ready and took that car. Lyft charged us 2 cancellation charges which we did not ( but should have ) **** the customer, On the return trip , they did arrive a little early ( which is almost never the case ) but that had no effect on the service as we waited for them as they went through customs and retrieved their luggage. They eventually were ready to leave at ***** , an hour and 15 min past their scheduled airport arrival time. WE still did not charge them any waiting or late fees. However, when they got in our car they told the driver that they weren't going to ********** but rather ************ which our driver accepted but explained there would be an additional charge as ********** is not the same rate as ************. When we tried to run their card for the additional monies , it was declined. They also told the driver to put the tip on the card which ,of course ,couldn't be done due to the fact that the card was declined. 

  Bottom line, there is definitely a scam here but it is being perpetrated  by the customer.  The unmitigated temerity they exhibit by this complaint is unparalleled in all my years. 

  Sincerely'

  *** ******

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   First of all, this is not a scam. We've been using car services ourselves for years and never had a problem with misrepresentation and bad management like this.  How they've stayed in business this long is beyond me and if you check their ****** reviews, not all great.

  Secondly, I called the office several times letting them know that I was dealing with a family emergency and to please reschedule the first car.  The second car came, I got a call from the office and told them I'll be there in five minutes as I was walking out the door but when I got downstairs, he left.  I spoke to three different attendants and asked them what happened, they all said same thing to me, he barely waited a few minutes and that I just missed him.  The third car was a sedan but a small one and even the driver said he was not notified we were three people with three suitcases.  One of them had to put in the backseat with the two other passengers.  So that in and of itself is ridiculous.
  

  Third, arrival time does not equal pick up time.  Do you people not fly international?  It's a minimum 30 min. on average, consider additional time since it's peak travel time.  Do I have control over customs?  No.  So driving getting there early and then you double book him is on the business.  Then, THE **** WAS NEVER BOOKED ROUND**** FROM LONG BEACH.  It was booked pick up from LB and drop to ************, so someone at the office screwed that up.  The driver also never mentioned it would be extra.  I'm sitting right next to him as he's texting and calling the office. Your rate was only a few dollars less than the others for the same trip in a Town Car.  

  And your site is false advertising:

  We pick you up on time, in a clean, comfortable car that has plenty of room for your whole group plus your luggage. We make more than 40 stops up and down Long Island, including on the Long Island Expressway, 25A, and ***************, as well as in ********, *******, ********, ************* and more. If you prefer, we'll even come right to your home, so you can enjoy a semi-private ride door to door, or even a private ride in a ******* Town Car or a stretch limo.
  

   Our fleet includes comfortable ******* Town cars, luxury SUVs, stretch limos and even party buses, mini buses and full-sized buses, depending on the size of your party. We make sure you're in a vehicle that's large enough to hold all your luggage, and our professional drivers make sure you get to your terminal in plenty of time.

  Please, show me where it states you're sending a car with broken windshields, windows that don't work, and suitcases that don't fit in the trunk?  You sent two small sedans which were extremely uncomfortable both rides and no where does it mention you're providing Uber/Lyft drivers. 

  As for the charges being declines, I was not going to pay extra for s***** service.  I gave the driver a tip in cash, he had nothing to do with your awful company.  You're the scam.

  ***** *****
  
  
  
  
   
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Driver pickup was late. Car was dirty, strongly smelled like smoke, was in disrepair shimmying and shaking, probably needs wheel alignment, no A/C, and most importantly, one of the seatbelts was not working. Manager told me the broken seatbelt wasnt an issue because no one uses seatbelts in the middle or back rows anywayI think NYSDOT and FMCSA would disagree. I asked for a partial refund and he refused, without apology. A rep of the company confirmed that drivers use their own, personal cars, but they (Lials) dont check every vehicle.

  Business response

  07/26/2022

  Since the complainer has not stated her origin or destination or pick up date or time , we are forced to guess who she is based on her name, The only ******* we've transported in the past month or so did go from *********** to JFK airport. Since her return trip was accomplished with a new 12 pass van and was early for her pickup . we must assume her complaint concerns the trip into the airport. 

  It is true that we use Lyft and Uber drivers ( who basically have no operating regulations) but we do periodically check the vehicles that are used.  We will double check the vehicle we believe was used in this customers complaint and see if her compliant can be verified. 

   We certainly apologize for any inconvenience ***************** might have experienced on her trip into the airport but as she was picked up and dropped off timely and safely , we see no justification for any refund. Thank you 

   

  *** ****** 

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If only the response from the person I spoke to was this empathetic, but they were not. No apology for the driver being late to get us to the airport and no apology for the condition of the car. I did not ask for a full refund, only a partial refund for the poor and unsafe condition of the vehicle.  When I expressed my concern that my daughter could not buckle herself I  because the seatbelt not working, the person I spoke with was dismissive of the *** violation and told me that no one uses the middle and back row seatbelts anyway. Unacceptable. My family uses seatbelts.  

  This reply is not a resolution because the party does not take responsibility for the drivers and their vehicles that are representing and serving their clients. If you are going to use a driver that is not using a company owned vehicle, the company has to take responsibility for the safety and satisfactory service of their clients.

   

  
  

  Business response

  07/28/2022

  HI , I have read the customer's reply to our response and certainly agree that the ultimate responsibility for the customer's safety and convenience is ours.  Additionally , we also do apologize for any inconvenience experienced by the ******* family . We just don't believe her complaint rises to the level of a refund. WE will ,however, offer a $25 credit for their next airport trip. Thank you 

   

  *** ****** 

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The proposed credit of $25 for future reservation rather than $25 towards my past  reservation is unsatisfactory to me as I will not be using their service again. However, I am ready to close my complaint against the business.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a reservation which I had already been charged for. I was advised that I was due a refund for the full amount credited back to my debit card. However, it has now been 2 weeks, I've been calling & emailing, and still have not gotten it.

  Business response

  03/01/2022

  AS we informed the customer , she cancelled her reservation within the 24 hr notice that is required to receive a refund. Her request was escalated to our supervisor who then approved it.  The refund will be processed within 48 hours. Thank you 

   

  *** ****** 

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Due to the fact that they gave me the same response over a week ago and have ignored all subsequent calls/emails, I will consider this resolved once I have the credit.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩