Bell Limo

I thought I was hiring a professional limo company for my very special event that took me over one year to plan. A few hours before the event, Bell called and told me they couldn't keep their commitment as planned due to air conditioning in their escalade limo so they offered me the only thing they had... A party bus, which was not what I wanted. They said take it or leave. 2 hours before my event with no time to make other plans I had to take it.....easy for them but very stressful on us when you have so many guests. [redacted] called me back a few days later and after we argued about not keeping their commitment he offered to refund me only an hour of the fees I had prepaid. When I finally accepted his only offer to settle the problem, he said "I'm not going to refund you anything" and hung up. Now if that's the way for this company's VP to treat his customers after breaking their commitment, maybe [redacted] the president can make this right and be more respectful than [redacted].Product_Or_Service: Limo rentalDesired SettlementMake it right. Give me a refund since they did not keep their commitment and didn't provide me whith the product I planned and paid for. I tried to settle the problem and when I accepted [redacted] offer that he gave he said " I'm not refunding you anything" and he hung up. Very unprofessional behavior from a " VP!"Business Response We understand [redacted] frustration we did in fact have a vehicle go down while preparing for her trip. The air conditioning went out in the SUV limousine, which would have made for a very uncomfortable trip. Instead of cancelling her trip, [redacted] was contacted and offered our 18 passenger limousine bus as an alternative, which she agreed to use. This bus rents out for the same price as the SUV she requested to begin with. We felt we made it right with [redacted] and provided her a great vehicle, and great service. We were surprised to receive a phone call the next day hearing that [redacted] was not satisfied with the vehicle and requested a refund. We understand the exact vehicle was not available, but it was due to circumstances out of our control, with that being said we offered her 1 hour of services fees to be refunded, 1/4 of her trip. [redacted] refused, stating she wanted a complete refund or she would be taking to the internet to disparage our company. At the end of the day Bell Limousine sent a driver in a comparable vehicle to service the customer, we also agreed to refund 1 hour of service for the inconvenience. We felt this offer was more than fair.

On or about November 10, 2015, I went online to Bell?s Limo website to arrange round trip private transportation from Reno Airport to [redacted]. I completed the online reservation form to be picked up from Reno Airport and dropped off at [redacted] on December 3rd. A message displayed stating I would be contacted to confirm my reservation. I was called back by Bell's Limo on Nov 10th to confirm my reservation for pickup at Reno Airport and drop-off at [redacted] on December 3rd. It was at this time I was informed I did not book round trip transportation. I explained to Bell?s staff that the website is misleading because I believed I was making arrangements for round trip transportation. The individual told me she would inform her supervisor about my concern. However, I was asked by Bell?s staff member if I wish to book return transportation. I agreed and this was taken care of over the phone for the return trip on Dec 6th for transportation from [redacted] to Reno Airport. As my date of travel approached, I was called by Bell's Limo on Dec 2nd to confirm my reservation for pickup at Reno Airport and drop-off at [redacted] on December 3rd. Once I arrived in Reno on December 3rd, the driver met me and my family in baggage claim. He told me he was going to get the car and would met us out front. Once out front, we looked for the driver. After a few minutes, we saw him parked in the parking lot of the airport and he got out of the car and waved at us to come to the parking lot. So, we paid for private transportation but had to drag our luggage across the parking lot to me the driver instead of him picking us up in front of the airport. The car he picked us up in was dirty on the outside and inside and made a rattling noise. I emailed concerns about the initial pickup and cleanliness of the car on December 5th and requested a partial refund. I was told my issues would be relayed to the manager. I was called back by a staff member about my concerns and I was asked did I still want to be picked-up on December 6th. I explained that was no problem and that my only concern was the initial pickup. So, at this point, we confirmed I did want to continue with the services for December 6th. Now, I was called by Bell?s Limo on December 5th to confirm transportation from the hotel to the airport. I was concerned because pickup from the hotel was scheduled at 4:50am so I asked the staff member was that enough time to make it to the airport since our flight was at 6:00am and I was told that was plenty of time. On the 6th of December, my family and I arrived downstairs at the hotel entrance at 4:30am to await the arrival of Bell?s Limo driver. The driver never showed up and we had to take a taxi to the airport. Once I got from Reno to [redacted], I called Bell?s Limo to let them know the driver was a no show as well as emailed them as to the no show. I was referred to the manager and when he called I explained all of the about that I discuss here with the manager. I also relayed to him that I was requesting partial refund in the amount of $28 for December 3rd because of the poor services and we had to drag our luggage out to the parking lot to me the driver instead of us being picked up at the door. I also requested a full refund in the amount $56.65 for no services rendered on December 6th. He told me I booked the reservation wrong , which could not have happened since you can only book one way online until a Bell?s representative contacts you to confirm your reservation. However, I explained to him that even if that had occurred, I confirmed with Bell?s (They called me) the day before to confirm pickup location and time. Bell?s Limo website also states that all trips originate and terminate at the airport. I even discuss with the staff member my concern about being picked-up at 4:50 am because I did not think it would be enough time to make it to the airport. The staff member assured me that was plenty of time to make it to the airport. The manager got really defensive because of the concerns I was relaying about the services and hung the phone up in my face which was very unprofessional for an owner to do just because a customer is not satisfied with the services. I would like a refund from Bell?s Limo in the amount of $84.65. I think this is fare considering the less than stand services I received on December 3rd and no services rendered at all on December 6th. Respectfully,[redacted]Product_Or_Service: Private Limo TransportationDesired SettlementI would like a refund from Bell?s Limo in the amount of $84.65. I think this is fare considering the less than stand services I received on December 3rd and no services rendered at all on December 6th. Respectfully,[redacted]Business Response This complaint is invalid. She was taken to the airport in a 2012 Chrysler 300 sedan which is in perfect condition, we use it all the time it has never had a complaint about the condition. She booked her trips incorrectly via the internet, our agents have no way of knowing her intensions. She entered the airport as a pick-up destination on her return trip, she should have entered her hotel information. We have no way of knowing where she wants to go, or when unless she enters the information correctly. We sent a car to the airport on 12/06/15, I will not refund her as I had all the same costs involved. In my opinion she did not realize how close her hotel was to the airport, and figured she could have taken a less expensive mode of transportation. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response that Bell's Limo provided is not logical and incorrect. In accordance with the Federal Trade Commission, Bureau of Consumer Protection guidelines, what Bell's Limo did to me and my family amounts to a scam and or fraud because the company did not make good on their promise of services and therefore cheated me out of my money for poor services on December 3rd and services not rendered on December 6th. Specifically, the company did not make good on its promises of "private transportation services" on December 3rd when my family and I exited the airport and had to look for the driver who was found parked in the airport parking lot. We had to handle our own luggage from the baggage claim area to the airport parking lot which is unacceptable for private transportation. The car that was sent to pick us up was dirty on the outside and the inside and you could hear a rattling sound coming from it. Bell's claim of using a vehicle all the time and never having a complaint does not substantiate a claim that the vehicle was in good working condition. I am requesting a partial refund of $28 dollars for December 3rd because Bell's Limo did not make good on their promise of services and therefore accepted full payment for services that I clearly identified to the company as not exceeding my expectations in all aspects of transportation as indicated on Bell's official website (see attached pg. 1). The company also did not make good on their promise of services on December 6th when my family and I was left stranded at the airport because the driver was a no-show. I am requesting a full refund for December 6th in the amount of $56.65. The company's claim that: 1. The trip was booked incorrectly via the internet2. That I entered the airport instead of the hotel as a return trip3. That the agents did not know my intentions or where I wanted to go 4. And that I was unaware of how close the hotel was to the airport and figured I could take less expensive mode of transportation I will address each one of these claims individually. First, I would like to point out that on Bell's Limo website they claim "Bell's Limo strives to exceed your expectation in all aspects of transportation (see attached, pg.1)", they also claim "Your experience is our number one priority, and we go the extra mile to give you the best VIP treatment which has come to be known as our signature service. We pamper you! (see attached pg.2)."On claim 1 and 2, Bell's Limo accusations are false. In accordance with Bell's Limo website, under place a reservation, (see attached page 3) you are only able to request a reservation for the initial leg of a trip until you receive an email or call from the company. Bell's has a note on that page which state "All online reservations must be approved. I was under the impression that for $56.65 I was receiving round trip private transportation and there was nothing on the website to indicate otherwise. So, it was only when I received a call from Bell's Limo that I was informed that my trip was not round trip transportation and was asked if I wanted round trip transportation. I agreed via telephone to round trip transportation and the return reservation was coordinated with Bell's Limo staff. Bell's reservation practices are suggestive of bait and switch which is a form of fraud. I was initially led to believe I was receiving round trip transportation for $56.65 but upon receiving a call from Bell's Limo, I was informed the price was $133.30 for round trip. This suggestion of bait and switch confirms claim 2; that I did not enter information on the return trip because the return had to be approved and coordinated through the company (see attached pg.3). On claim 3, Bell's accusations that the agents did not know my intentions or where I wanted to go are false. The company calls clients prior to commencing services to confirm time and location. I was called by Bell's prior to commencement of services on December 3rd and I was called prior to commencement of services on December 6th to confirm time and location. So, the agents were aware of my intentions and where I wanted to go. Additionally, in accordance with Bell's Limo website (see attached pg.5); it states "All trips originate and terminate at the airport.On claim 4, Bell's accusations that I was unaware of how close the hotel was to the airport and figured I could take less expensive mode of transportation are false. I had 24hrs to cancel my return reservation for December 6th if I chose to do so but I did not cancel. Instead, I sent Bell's an email notifying them that passenger count changed from 3 passengers to 4 passengers which validates that I was not looking for an inexpensive return option. I was also personally called by Bell's staff the day before to confirm time and location in which I accepted. Let me be very clear that this complaint is not going away and that I am confident that the Bureau of Consumer Protection as well as a court of law will agree that the remedy that I have suggested to this company of a partial refund in the amount of $28 for poor services of December 3rd and a full refund in the amount of $56.65 for services not rendered on December 6th is fair and reasonable. If this complaint ends up in court, the company will be at a much greater risk than the client. Not to mention an inquiry into claims of accusations of scam, fraud and bait and switch practices of this company. I urge Bell's Limo to process a total refund to me in the amount of $84.65 within 10 days of receiving this response. Final Business Response [redacted] claimed she called to check transportation times, not to alter reservations, the phone records are irrelevant. The driver was a no-show at the [redacted] because he was at the airport, per [redacted]'s online reservation.The paragraph quoted is speaking about our billing times. We charge starting at the RNO airport when the driver picks up their paperwork (or passenger), and the time stops when the driver returns to the airport. Our drivers are not sitting at the airport waiting.This will be my final response on this matter, I consider this case closed.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept the business response that this issue is closed. I was clearly taken advantage of by Bell's Limo. The owner refuses to accept responsibility for their error even with documented evidence that a staff member from their office phoned me (shows incoming) to confirm pickup time & location. Again, the person I spoke with clearly was aware of me being at the hotel because I was concerned I would not make it to the airport in time, in which the staff member assured me we would make it. It would not make sense nor is it logical that anyone would receive an incoming call from a business whom had the responsibility to transport a client not to confirm pickup time and location. It would also not make sense that documented on my phone records I phoned them three times the morning of pickup because they were a no show. Bell's Limo should receive an poor rating because the customer services they provided was unacceptable and inconsistent with what they claim the company stands for. I would not recommend this company to anyone and will continue to pursue this company for money that is owed to me in the amount of $84.65.