American Eagle Limousine & Travel Service

Great service!

The bus was waiting for us at our pickup location early. The driver was extremely friendly and got us to our destination and back safely

Great prices last minute.

Solid service tons of limos and buses to choose from. Found exactly what I was looking for and the bus arrived on time.

Had an amazing experience with American Eagle! Will def use them again

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I spoke with Mary A[redacted], she advised that we were on the bus at 1:45, but the driver had not taken off until 1:50. (Please pull telephone conversation that is recorded). I find it conflicting that NOW it's being reported that we did not leave until 1:56. It is 10 miles from DC. Generally, minutes equate to one mile per minute. Mary ACKNOWLEDGED that there was traffic on our commute back, but because we left DC at 1:50 not 1:56, that we wouldn't have arrived back in time. Who is she to determine that? 
Due to the traffic, one cannot say whether or not the bus would not have made it back to Tyson corner. Because of the change of story (again, the phone call should be reviewed because now there are discrepancies;which should make the contract null and void. Especially if they modified the GPS report to reflect the fabricated time in their response. This company is unethical, and I have noticed many complaints toward this company regarding ridiculous overage fees. 
Regards,
[redacted]

I have spoken to [redacted] regarding the overtime charges and although I am sorry that she is upset that she was charged overtime, the charge is valid as the customer's contracted drop off time was scheduled for 2 a.m. and the customer did not get dropped off until 2:25 a.m.  Again, the contract is very clear in the amount of overtime that will be charged, should overtime occur as well as the fact that overtime is charged according to the GPS Tracking Report.  The customer's allegation that we may have modified the tracking report is absurd as the tracking is provided by a 3rd party company and we simply have the ability to pull up the tracking reports provided by their company and not make modifications to the report.  The tracking report clearly indicates, again, that the customer did not leave the DC area until 1:56 a.m. and that is certainly not enough time to make it back to the [redacted] area by 2 a.m.  The overtime charge will not be waived.

Our party bus experience was great for Memorial Day weekend. It was my sister birthday and she throughly enjoyed herself. We had the South Beach Bus. It look good from the outside and on the inside and we like how spacious it was.

I hired American Eagle Limousine Services for my Birthday Outing on 4 March 2016. The Staff were Fantastic. They explained in detail what I would be receiving for my Evening, and WOW did they deliver. The Party Bus was just what everyone wanted. It was spacious and very clean. And our Driver, Mr. Robert, was Top-Notched. 4 of the individuals in my Group are already asking me to plan their upcoming Events. Thanks American Eagle Limousine for making my Birthday Party the “Best”.

Fantastic limo service in the DC area. Exceptional customer service, beautiful vehicles, and competent driver. I look forward to doing business with American Eagle Limousine in the future!

Customer signed a contract that indicated that the overtime rate for the vehicle was $300 and that the overtime would not be pro-rated for any portion of an hour that the customer goes into overtime.  Furthermore, the contract stipulates that overtime will be charged according to the GPS...

Tracking report for the vehicle that provided the services.  Per the tracking report, the customer never even left the Washington DC area until 1:56 a.m. when the contracted drop off time was 2:00 a.m.  Per the contract,  the drop off location was the [redacted] Suites in Tyson's Corner.  According to Google Maps, it will take approximately 25 minutes to get from the DC area to the [redacted] Suites without traffic.  Since the customer left the Washington DC area 4 minutes prior to the contracted drop off time, it is clear that there is no way the customer could have made it to the drop off location in time.  In fact, the customer was dropped off at 2:25 a.m.  taking almost exactly the amount of time indicated by Google Maps.  The customer will not receive a refund for the overtime based on the contract that she signed clearly indicating what the overtime charge would be and when it will be charged.

Limo was not in good shape on the outside -- had a huge crack on the door. Driver was busy soliciting the basketball team for rides that stayed at our hotel and my groom had to walk across the street and knock on the window to get his attention for pickup.
Driver was very polite. Limo was ok. This is not a service that I should have tried to save on. I regret not doing more research and booking elsewhere.

My friends and I have used American Eagle several times and continue to use them because of the great customer service and the quality party buses. We have used them for concerts, sporting events, and a sunset tour of the nation's Capitol. They are fantastic and I would recommend to anyone in need of a bus and/or limo!

I couldn't imagine using another bus service in Washington DC. They were great to work with and the bus met all of our expectations. The staff was friendly and I would recommend them for an easy party bus experience.

I am from out of town and came to DC and used American Eagle Limo services. All I can say is WOW, bring them to Bama!! RTR

Review: I reserved a party bus from the American Eagle Limosuines, and was assessed a 300.00 over charge fee for arriving 25 minutes late from the time the reservation was to end. It was advised that there was traffic that caused for the late arrival, yet, the company is still charging me 300.00 in an overage charge! This is OUTRAGEOUS. We got back on our bus at 1:45, but the driver did not leave until 1:50 AM. We were staying in [redacted] Suites (10 Miles). I do not believe I should be charged 300.00 for not even using an ADDITIONAL HOUR. 300.00 does not begin to equate to 25 minutes. This company is highway robbery, and very difficult to work with.Desired Settlement: Considering the company charges you 150.00 for any additional hour, I would at the very least expect to pay 150.00 as oppose to 300.00. This is outrageous. We were late, and granted our drop-off location was 10 miles away and we left at 1:45, there was traffic that contributed to the late arrival as well and shoudl be taken into account. If I am to be charged, it should NOT be in the amount of $300.00, but rather 150.00.

Business

Response:

Customer signed a contract that indicated that the overtime rate for the vehicle was $300 and that the overtime would not be pro-rated for any portion of an hour that the customer goes into overtime. Furthermore, the contract stipulates that overtime will be charged according to the GPS Tracking report for the vehicle that provided the services. Per the tracking report, the customer never even left the Washington DC area until 1:56 a.m. when the contracted drop off time was 2:00 a.m. Per the contract, the drop off location was the [redacted] Suites in Tyson's Corner. According to Google Maps, it will take approximately 25 minutes to get from the DC area to the [redacted] Suites without traffic. Since the customer left the Washington DC area 4 minutes prior to the contracted drop off time, it is clear that there is no way the customer could have made it to the drop off location in time. In fact, the customer was dropped off at 2:25 a.m. taking almost exactly the amount of time indicated by Google Maps. The customer will not receive a refund for the overtime based on the contract that she signed clearly indicating what the overtime charge would be and when it will be charged.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

When I spoke with Mary A[redacted], she advised that we were on the bus at 1:45, but the driver had not taken off until 1:50. (Please pull telephone conversation that is recorded). I find it conflicting that NOW it's being reported that we did not leave until 1:56. It is 10 miles from DC. Generally, minutes equate to one mile per minute. Mary ACKNOWLEDGED that there was traffic on our commute back, but because we left DC at 1:50 not 1:56, that we wouldn't have arrived back in time. Who is she to determine that? Due to the traffic, one cannot say whether or not the bus would not have made it back to Tyson corner. Because of the change of story (again, the phone call should be reviewed because now there are discrepancies;which should make the contract null and void. Especially if they modified the GPS report to reflect the fabricated time in their response. This company is unethical, and I have noticed many complaints toward this company regarding ridiculous overage fees.

Regards,

Review: On July 16th 2013, I contact American Eagle Limousine to inquire about their pink party bus for my daughter’s sweet 16 birthday on August 10, 2013. After being informed of what the party bus includes, I put a 50% deposit down in the amount of $475 with a balance of $475 due at the pick-up time. On the website, this bus advertises features to allow a party on the bus such as; •57” LED TV on Back Wall, and 32” LED TV in forward Wall, •4000 Watts DVD/ CD/ IPOD Connect System with Surround Sound, and •Sub-Woofers with Audio System with Lazer Light Show. All the things capable of a party. My daughter prepared a music play list on her ipod and mp3 player to hook up the music of choice during the party bus ride. On August 11, 2013 the pink party bus picked up the teenagers and my daughter was upset to find out that none of the features advertised for this party bus were available. My daughter and her guest ride became a silent ride to dinner. My husband and I made several phone calls to the American Eagle Limousine company during the hours of 7:30 and 8:15pm and spoke with 3 different dispatchers who were extremely rude, unkind, and told us that there was nothing they can do and that the manager would not come to the phone and instructed the dispatchers to inform us to call back on Monday. I have never received such rude customer service. We approached the driver of the bus to ask him why everything on the bus was out of order. He explained that there was a group of guys before my daughter’s event who played the music too loud and blew out the speakers on the party bus. During the ride back to my home, the driver tried to fix the radio which went in and out and then he decided to play the personal radio from the front of the party bus. This is not what we paid for and it is not acceptable. My daughter was extremely embarrassed and humiliated that her party turned into a silent disaster as the teenagers could not wait to get off. The total amount of $950 dollars was paid in full and I am requested every dime back with the exception of what it cost to fill the gas tank one way.Desired Settlement: Refund of my money.

Business

Response:

We are sorry that the customer is not happy with the services that were rendered. The customer indicates that none of the amenities on the bus were operable but that is not the case. The tvs were all operable, laser lights, neon lights, fiber optic mirrors, strobe lighting, light up dance floors, etc were all in working order. The only issue was the radio and it was operable prior to the customer's trip. Once the group got to the restaurant, the chauffuer fixed the radio and it was working on the way back. The inoperable radio is a mechanical difficulty that is beyond our control and it clearly indicates in the contract that there is no reimbursement for this. The customer utilized the services for the contracted number of hours and no refund will be provided.

Review: For a bachelorette party on July 13, I contracted with AEL to provide limo service to myself and 7 others from 8:30pm-1:30am. I did not notice that the contract said 6 passengers, but considering that the vehicle we reserved was for 10 passengers, I didn't think anything of it. The company called me about half a dozen times to confirm our route prior to the trip. The first issue was that the driver was over an hour late to pick us up -- 9:37pm instead of 8:30pm. Then when we climbed inside, we found a bag of trash waiting for us. Furthermore, there was no ice or cold beverages on ice as was promised in the company's marketing material. Our driver then proceeded to take us across Key Bridge, down M St... to go to a hotel on 14th St. He first went to the wrong address, the second destination we had requested, before the first one. He had no idea where we wanted to go, despite the many confirmation phone calls. Between the round about route, and errors, we did not make it to our first destination until nearly 11pm -- about an hour and a half LATER than I reasonably expected we might. As nightlife goes, we then had to wait longer than usual to enter the bar because it was more crowded than it would have been when we wanted to arrive. My friend spent much of the rest of the evening with her face through the partition giving the driver turn by turn directions because he continued to take ridiculously long and out-of-the-way routes the entire evening. The driver also barged into the back of the limousine to close the sunroof and reprimand us for touching it. We never touched it. He told us at the outset that we were not to touch it, so we did not. All in all, the driver was rude, late, and didn't know the city well enough to efficiently shuttle us around town.

A couple of days after the party, I noticed that I had been charged an additional $200 by AEL. They stated that this was for the additional 2 passengers that were not on the contract. All the time the plan was for 8-10 people, so I was shocked that they would have added this charge and shared my dismay with the "manager." She told me that since it was on the contract that way, she couldn't do anything about it.Desired Settlement: I would like AT LEAST the $200 additional charge refunded. In all reality, I would like at least an additional 25% discount on the initially agreed upon price since a huge damper was put on the fun of our evening by the tardiness and rudeness of the driver, not to mention the fact that the company did not render services quite how their advertising materials indicated.

Business

Response:

We regret that the customer is not happy with the services that were provided. We send detailed contracts to the customer prior to their service date. It is up to the customer to read the details of the contract and call the office to make and necessary changes. When the customer contracted services they indicated there would be 6 passengers. It specifically stated 6 passengers on the contract and specifically states "There will be a $100 charge, per person, if the number of passengers increases from the original contract." This is what the customer was charged based on the fact that they had 8 passengers the evening the service was provided.

The customer was made aware of the fact that the limousine was running late due to the customer beforehand going into overtime. The chauffeur contacted the customer with as much notice as possible and discussed the issue and the customer indicated that it was fine. The time that the chauffeur was late was made up at the end of the reservation, so the customer received services for their contracted number of hours. Additionally, the chauffuer had cleaned the limousine out, prior to arriving to the pick-up location and set one bag of trash to the side so that he could throw it out as soon as he could get to a trash recepticle but did not go out of his way to find one in lieu of being later to the pick-up than he already was.

Lastly, the chauffeur had all routing information in his GPS and was attempting to follow the GPS prescribed route but the group wanted him to take an alternate route. Again, rather than stopping and re-entering information into the GPS (to save time) the chauffeur took direction from a member of the group that volunteered to provide it.

At no point were any of these issues brought to the attention of management, no phone call was made the evening of the event to complain about the delay, route the driver took, etc. These issues arose once the customer was advised they were being charged for the additional passengers.

If you are looking for a fun night out on the town with a great bus service, then American Eagle is the place to find it! We used them 5 hours and everything was great!

Review: I contracted a 20 passenger party bus for my son's 16th birthday at $950 for 6 hours...pick up and return. Before we drove off from the pick up location I was told another vehicle would be coming for us...I was concerned and hoped that we would not be stranded. But was told another vehicle will be back to pick us up. On our ride to our destination the air on the bus stopped working. It malfunctioned. There was no air (on a 80+ degree day). I was told that they weren't aware of that issue being noted by the driver. Totally unacceptable. My guests were uncomfortable and I was totally humiliated. I spoke with "supervisor/manager" [redacted] who stated that there would be no compensation because they SENT ME ANOTHER VEHICLE...that return was inclusive in the contract...a return vehicle was already paid for..it was NOT a favor to me. I was told by management that I will not be awarded any refund/compensation because they provided me with a new vehicle. When in fact that was part of the initial contract. The company is contracting inferior vehicles at A HIGH rate. I was robbed by this company and need them to stop ripping off other customers from their money.Desired Settlement: I would like for American Eagle Limo to compensate me $480.00 for the unsatisfactory service provided. I paid for a trusted service that turned out to be a nightmare. I would like my refund to be returned to the credit card used to complete the contract.

Business

Response:

The customer booked transfer/pick-up and drop off services with American Eagle Limousine. She was notified when she made the reservation she was getting a greatly discounted rate since she was looking for pick-up and drop off only. She was also advised that there was a good chance she would be sent two different vehicles, whatever could accommodate her group based on our schedule. This is indicated in the contract as well. The customer was provided two transfer services. She did indicate that the air conditioning wasn't working on the initial bus but when it was checked out by the mechanic, there was no problem with it. Further, prior to the chauffeur leaving for the event, the pre-trip inspection was completed and he found nothing wrong with it. Despite this fact, if there was an issue with the air conditioning, it is a mechanical problem that is beyond our control since it was working fine prior to the trip and directly following the trip (this bus serviced another customer a short time after her transfer who did not indicate there were any problems.)

I understand that the custome was not completely satisfied with the services and I apologize on behalf of the company for that but since the services were utilized for the entire contracted time, we will not provide a refund.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: At the time of the pre-trip inspection, the air on the bus was NOT on. I did not anticipate that happening. There clearly was a mechanical error being that the bus over heated on the way to our destination, as to why we were told we would be receiving a new vehicle..which I was unaware of until the morning of. If I had known that at the time that the contract was sent for signature I would NOT have accepted. It left me very uncomfortable (at my destination) knowing that our original vehicle would be leaving us to anticipate another. Aside from the shady business, renting a non-functioning vehicle to a customer is utterly inappropriate. Its like paying for shoes without shoe laces. No one wants an incomplete package.