Carmel Car & Limousine Service

Review: I ordered a Carmel Limo for Oct * morning pickup and prepaid the trip. After boarding the car, the driver was rude and argued that we have a different itinerary. He refused drive off even though we were running late. After we told him we wanted to get out of the car if he doesn't drive, he started driving while using his cellphone to contact his dispatcher. When we told him to use the route we wanted to get to our destination. he refused. We asked him numerous times that we wanted to get out of the car since he didn't want to listen to us. Finally, I had to shout at him and he stopped us. He drove nearly 3 blocks before we got out. I have 2 small children and my wife in the car. The driver's actions borders on illegal imprisonment I called Carmel to get my prepaid money back on Oct * and have not heard from them.Desired Settlement: Refund the full amount that I prepaid. An acknowledgment or update of actions taken against the driver.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 9/**/2015 I responded to an E-mail from Carmel Car and Limousine Service. At that time I reserved

a car for 11/**/2015 to take me from The Hotel Elysee on [redacted] to The Marriott Courtyard

in Norwalk, Conn. I was quoted a price of $98 (which included the coupon for reserving at that time).

I was to be picked up at 12:30 PM.

I confirmed the reservation before leaving California, and, again when I arrived in New York.

Because it was Thanksgiving Day, I actually confirmed the reservation twice in New York.

On Thanksgiving, 11/**/2015 I was waiting for the driver.

At exactly 12:30 (the time I was to be picked up), Carmel Car Service called to tell me that they

did not have a car available at all that day.

The hotel was able to get me a driver - the cost was more than twice as much. Instead of paying

$98 plus tolls and tip, I was charged $198 plus tolls and tip.

I have contacted Carmel Car Service and asked that they send me a check for the difference.Desired Settlement: A check made out to [redacted] for $100

Review: I used Carmel Car Service on April **, 2014 to go from Manhattan ([redacted]) to my home in [redacted]. I paid $167.40 using my Visa Credit Card. I also requested that a receipt be sent to my work email address. On reviewing the receipt I noticed that I was charged $33 for tolls. The actual toll amount as per the NJ Turnpike Website is $5.35 (From Lincoln Tunnel to Exit 8A). I have called Carmel Car Service at least 6 times since April **, 2014. I was transferred to Customer Service each time where nobody answered my phone and I left a voice mail with details of my complaint and requesting a refund for excess tolls. I never received a call back. Separately I was also transferred to a [redacted] Line on 3 separate occasions when I called and demanded to speak to a [redacted] and not be transferred to Customer Service. The [redacted]'s line only kept ringing and nobody answered. There was never even an option to leave a voice mail for the [redacted].

I have details of the reservation, the receipt and toll rates from NJTP website.Desired Settlement: I would appreciate an immediate refund of $27.65 which is the excess toll charged to my credit card.

Consumer

Response:

At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted].

Sincerely,

Review: I prepaid for two separate car services from JFK airport to my home in Manhattan, one for July **, 2014 (trip #[redacted]) and the other September **, 2014 (trip # [redacted]). I was unable to use these cars due to canceled flights home. I was told the vouchers were invalid for the following day. I would have to pay for a new car service and request a refund for the unused car service. I have called multiple times as well as sent emails to obtain a refund. All calls go to an answering machine and there has been no responses to my emails. I did receive one phone call from them and was told I would be refunded for the first trip. I've never received the refund. When my flight was canceled again a month later, I called once again to attempt to get a refund for now both prepaid car services. I have not heard a word from them. As stated before, I have made multiple calls and several emails to get refunds and I have not heard from them nor have I seen a credit posted to my credit card(s) as of 11/**/2014.Desired Settlement: I would like a full refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Several Issues. First issue being we waited 25 minutes in the cold at the airport before our car showed up. Also,we were guaranteed and paid for a full size sedan, but was picked up in a Toyota Camry which is a mid size vehicle. The other issue that arised was we were to be picked up at 3 PM as we had a flight to catch but the car never showed up so we had to pay for a cab. Remind you we had already paid in full both the pick up and return.Desired Settlement: Full or partial refund

Review: I contacted Carmel Cab for a ride from LaGuardia Airport (LGA) to [redacted]. I stated as I always have in the past that I have their coupon which I located on a rack located in the baggage claim area of the airport. I was asked what I was wearing so the driver could recognize me when he arrived to pick me up. There was no incident on the way to my location; however I did mention that I had a $6.00 coupon. He said nothing! Once we arrived at my final destination I handed him my coupon and the driver emphatically stated he would not take it, I asked him to call dispatch and he again said absolutely not he has no record of it and he is not wasting his time. I told him I used Carmel Car and Limousine before and always stated I have a $6.00 coupon and that there must be some mistake. He said then you call them! I called Carmel Cab and explained the situation; I was told to hold and transferred over to dispatch! I informed dispatch of exactly what I had stated to the first person at Carmel. Dispatch stated we don’t have it in the records so too bad! I again pleaded with them stating there is a mistake and she said “No we will no honor it”Desired Settlement: Due to this aggravation and the way I was treated 50% refund at the minimum!

Consumer

Response:

At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted].

Sincerely,

Review: They did a bait and switch on the price for my trip to La Guardia airport last week. I ordered on-line two days ahead for a 6:30 am pickup. I received a confirmation right after making the reservation for a fare of $38, which is the fare quoted on-line as well. When I woke up on the day of departure at 5:30 am an email arrived changing the fare to $44 without explanation. By that time I did not have a chance to get an alternative service. So I got on the car and telephone the company. The [redacted] told me that I must have "manipulated" the Web site to obtain the $38 fare because their standard fare to La Guardia was $44. So if they know of a possible bug that can be manipulated to change the fare then it is their responsibility to fix the system. Why was I supposed to be penalized unwittingly because of problem with their system? After arguing for about 20 minutes on the phone while being driven to the airport they agree to change the fare to $38. But the driver refused to accept the fare as $38. He insisted that I pay the $44 fare. I asked the driver to talk to the Carmel dispatcher but he refused and insisted that I pay him the higher fare. In the end I paid the higher fare.

After returning from my trip I got on their Web site again to get quote for fare to La Guardia. Every time I entered my address information I get the same $38 fare. I used their drop-down address entry and the same fare was quoted. So this was a pure bait and switch practice.Desired Settlement: I would like to see a refund of $6 and an apology for accusing me of manipulating their system.

Consumer

Response:

At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted].

Sincerely,

Review: Hi we used Carmel on Friday from Roosevelt hotel to JFK. The driver said my card was not working, we tried 4 in total but was down to his machine being faulty. I tried to get cash but the only one I could find was not working. He had me talk to three people in total over the phone and twice give my credit card details and he used old fashioned credit card swipe machine. On returning home I checked my statement and noticed my card has been charged twice.we only had town car yet one charge is very large. Driver told us total was $79 including tolls and tip. These are the charges I have been charged. 2014-09-**$148.00Auth: [redacted]2014-09-**$86.00Auth: [redacted]As you can see the top charge would never cost this. Booking was in name of [redacted] booking in telephone number +[redacted].I have tried and tried to get them to respond to me to get refund but nothing. I am in the UK.Please help hereDesired Settlement: I would like the $148.00 refunded

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered a car service from this company to drive me 15 min from staten island to the newark airport. The charge was for $57.00

When I got to the airport they told me there was an additional $29 in tolls. I was being charged for all the tolls from Manhatten to the airport.

The tolls should have been included in the total and when I said I would not pay they said they would call the police and keep my bag. I paid but

I feel that because I was a tourist I was being taken advantage of.

Business

Response:

Dear [redacted],

Please extend our sincerest apologies for any inconvenience caused to [redacted]. The tolls the passenger paid for was to go from SI to the airport and for the driver to return to Manhattan as our drivers a re not allowed to sit at the airport after dropping off a passenger. We at Carmel strive for excellence and cheating our customer's will not be tolerated. We appreciate [redacted] bringing this matter to our attention so we would have the opportunity to clarify the situation.

Once again we at Carmel are truly sorry for any inconvenience and or confusion caused to our passenger.

Consumer

Response:

At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted],

Please extend our sincerest apologies for any inconvenience caused to [redacted]. The confirmation email she received should have stated that tip and tolls a re not included into the fare. Carmel is not a metered car service so we do not charge based on how long the ride is. We would like to apologize if the email you received was unclear and we will contact our affiliate (the company the reservation was booked with) to ensure that this does not happen in the future.

Once again we at Carmel are truly sorry for any inconvenience caused to our passenger.

Review: I left my phone in a Carmel vehicle last week when I was in NYC using the service. Not only do I use Carmel each and every time that I come into NYC (which is usually 10 days a month for business) I am also a corporate account holder, meaning that I have a charge account for the company that I use and comes right out of our company's account. To say that I am a loyal customer is an understatement. I called the driver of the vehicle I was in and he confirmed that he had the phone and could drop it off the next morning at the Carmel base. My assistant called the Carmel office to get the address so I could pick it up on my way to the airport. They refused to give her the address, saying that this was a customer service issue. Not only had she left 4 messages with customer service and emailed as well, she was told multiple times that a supervisor could do nothing about the situation as well. I am dumbfounded, back in Florida and still don't have my phone. I am working with my assistant and have been calling and emailing every day to no avail. It is absolutely absurd that a company has my phone at their offices and cannot send it to my home address. I honestly am so upset and fed up that I am considering canceling my corporate account with the company and finding another car service company to use each month in NYC. I am so disappointed and honestly shocked by the service that I have received. If this is how they treat their most loyal customers, I can't imagine how they treat casual customers. I will keep trying to get my phone back but the damage has been done and Carmel has forever been tainted in my mind. I will definitely reconsider my options before using Carmel's services in the future.Desired Settlement: I'd like my phone overnighted to me and will keep contacting Carmel until I receive it. This has caused many problems from work as I am the CEO of a Sports Financial Firm. Not having my phone has been terrible. Second, I'd like an apology and some sort of credit or refund for the terrible service I've received. I strongly suggest that Carmel rethinks their current automated customer service system as it does not work.

Business

Response:

[redacted] took a trip on 7/**/2013 [redacted] to Long Island and in the process forgot his cell phone in the car. We are sorry for any inconvenience however [redacted]'s cell phone was Fed Ex on 8/*/2013.

Review: Dear Revdex.com,

I would like to file a complaint. I have an ongoing problem that I have been unable to rectify directly with [redacted] Limo Service.I lived in New York City for 10 years and during that time I used Carmel's limo car service, mainly when I traveled to and from the airport. My email address and contact information was entered into their database of records (multiple times). [redacted] has created a profile for a [redacted] (not related to me) but using my personal email address. Somehow they have given some other person my personal email address on their account. I have repeatedly received email notifications of [redacted]'s travel itinerary, payment receipts and follow up emails. I have emailed and called [redacted] and requested that they stop using my email address asap. But they have continued to email me [redacted]'s communications. I want this stopped! Today I called after receiving another email for [redacted] after calling them twice the day before. The administrator deleted all of my personal profiles in their system but for some reason claimed he was unable to delete one of my profiles that was named [redacted] who is my cousin that I called a car for when she was visiting me while I was living in New York, as well as edit the profile for [redacted] to remove my email address. It is not right that they are refusing to correct their database and remove my personal email address from this other customer's profile and it is not right that they are disseminating people's private information like phone numbers and addresses, travel plans and payment receipts. If they cannot correct their database then they have no business collecting people's private information. If there is anything you can do to help me stop this problem I would greatly appreciate it. It has been going on over the past year.Thank you,[redacted]Desired Settlement: I want my personal email address removed from [redacted]'s profile immediately!

Business

Response:

Please extend our sincerest apologies to our customer. The email address has been removed from all of the profiles in our system.

Business

Response:

Please extend our sincerest apologies for any inconvenience caused to [redacted]. The email address has been removed as requested. The email addresses are provided by the passenger or the person who made the reservation on the passenger's behalf.

Once again we at [redacted] are truly for any inconvenience caused to our passenger.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I reported an issue about a dangerous experience I had with Carmel and customer service has failed to respond. I was told to report the issue online, which I did. I followed up with daily phone calls since the incident occurred, but no one will speak with me about my issue. Car #[redacted] (Julia H[redacted]) violated multiple Livery Passenger's Bill of Rights including: picked us up in an unclean car, was unsafe and not courteousness - she cursed at her passengers and gave us the middle finger upon exiting the vehicle - and she used her cell phone while driving. She did not pickup customers in designated area at LGA, was reckless behind the wheel, was on cell phone while driving demanding payment before destination was reached, cursed when customer said she would pay when the destination was reached as she preferred the driver not use her phone while driving, gave the passengers the middle finger upon exiting the vehicle, and parked in a private lot behind behind building after ride was completed despite the fact that she had demanded pre-payment because she was running late to pick up another customer. Not only was the driver unprofessional and dangerous on the road, Carmel's lack of response was unacceptable.Desired Settlement: Julia H[redacted] (driver) is unfit to drive for Carmel. It was the most dangerous and unprofessional ride I have ever been on. She should be looked into as a driver as no passenger should have to endure a ride similar to mine. The lack of customer service response must also be addressed. Additionally, I am requesting a refund for this ride for multiple violations of the Livery Passenger’s Bill of Rights.

Consumer

Response:

At this time, I have been contacted directly by Carmel Car & Limousine Service regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The customer service representative told me I would receive a refund for this trip and a discount for a future ride. Then, I received a call back indicating that her supervisor disagreed with that resolution and that a refund would not be issued. I asked to speak with her supervisor, the customer service representative told me she would arrange that, and I never received a call back.

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: On December **, 2014 I took a car service through Carmel to take me to the airport (specifically [redacted]). The driver got lost and insisted on dropping me off in the middle of a parking lot at a Delta facility when I specifically informed him that my flight was with American Airlines. After asking for directions to other drivers, he finally drop me off at the right location but I almost missed my flight. Because of this I specifically advised the driver that I would not leave him a tip. When I received the receipt via e-mail a few days later, I realized that in spite of having advised him that I would not leave a tip, he paid himself a $15 tip (which I did not have an opportunity to see before signing for the transaction to go through since he handed me the electronic device for me to sign without a break down of the charges. I complained to Carmel several times about the incident but was ignored.Desired Settlement: I want my $15 dollar back from Carmel which I never authorzied.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: On August *, 2013 I prepaid Carmel Car Service to pick up my cousin from Newark airport and drive her to my house in Ardsley, NY. The driver did not have an operating GPS system or a map in his car. The "professional" driver expected my cousin to tell him how to drive to the destination. My cousin notified me and I advised the driver to take the GW Bridge to the Saw Mill Parkway. The driver said ok but he had missed the exit already for the GW Bridge and took the Holland Tunnel instead. After taking the Holland Tunnel and driving up the West Side Highway, the driver then drove over the GW Bridge back to New Jersey. At this point, the driver admitted he did not know what the Saw Mill Parkway was and did not know Westchester County. I insisted he call his supervisor. The driver called me back and said he now knew how to get to Ardsley. However, he lied. He continued to drive my cousin around completely lost for 3 hours. Assuring us over and over that he understood our directions and would be at our house shortly only to find out he was further lost. My cousin was afraid and I was afraid for my cousin. I did not have confidence in my cousin's safety. My goal now was to not aggravate the driver and get my cousin to my house safely. After my husband and I spoke to the driver multiple times over the 3 hours giving him directions he failed to follow, he finally managed to get my cousin to Ardsley. The driver pulled over in front of the fire station and we collected my cousin. The driver did not bring my cousin to my house as originally directed. Carmel Car Service has agreed to refund only $30 of the $130.70. They refuse to further review the case.Desired Settlement: On August *, 2013 Carmel provided an incomplete, incompetent, unprofessional and unacceptable service. I would like a full refund of $130.70.

Business

Response:

Dear [redacted],

Please extend our sincerest apologies for any inconvenience caused to [redacted]. Unfortunately we are not able to fully refund [redacted] for this trip. The refund issued on 9/*/2013 in the amount of

$30 was for the distance the driver did not bring the passenger. We have also held the driver in question accountable for his actions that day.

Once again we at carmel are truly sorry for any inconvenience caused to our passenger,

Review: I reserved a car for a trip to the airport, but had to cancel due to illness. Carmel took the full cost of the trip out of my credit card when I reserved the trip. Now that the trip was cancelled, I have called & emailed Carmel at least 10 times to get a refund, to no avail. They are keeping my $76.00!Desired Settlement: I just want my money released! ($76.00)

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I flew in for the Westminster Dog Show and when making reservations for transportation, the customer service representative advised me they would remove seats in the van to accomodate my large dog crates. The driver arrived without the seats removed, told us he couldn't help us and left us there. When I called the company they stated they couldn't help us and wouldn't refund our money. I paid $255.90 for a service I was promied but wasn't provided.Desired Settlement: I would like a refund of $255.90 for services that were not provided.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I left a clothing bad with 6 pieces of sample clothing in the car, owned and driven by [redacted] My company name and contact info was on the bag and on the clothes. I have not been able to contact the car company to see if the driver

has my clothes. I have left two voice messages and have called numerous times to speak to a [redacted]. I was told there was no [redacted] there and he hung up on me. This company has no customer service. I now believe

this driver has stolen my samples worth $3000 as I've not heard from the company or the driver in a week.Desired Settlement: I'd like my company clothing returned.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Carmel Car & Limousine Service has been resolved.

It is resolved only because I received a blocked phone message from an unnamed person saying the driver of my car did not have my lost items. I was unable to call them back to discuss. There is no other place they

could have been. I filed a claim with my insurance co and was reimbursed a minimal amount for the loss. That is the only reason I am letting this go.

I also saw, when I filed this complaint, that this company has never replied to any of the complaints filed against it, so I did not expect a response. How much worse does it have to get before something is done?

How does a company like this stay in business.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I scheduled a car service for a client that is flying into Los Angeles from New York the morning of May [redacted], 2014. I used the pre-pay option for Carmel, authorizing a charge of over $200 on our company's AMEX card. The car never arrived for my client. My client spoke to dispatch and was prompted to have me call the company to issue a refund, since no service was actually provided. I have been calling since then to issue a refund of the amount that was charged prior to the incident, but no rep has returned my many messages. I even tried to speak to a [redacted], but they (the [redacted] AND the [redacted] that I have dealt with) would continuously transfer me to their automated messaging system (or what they refer to as their "Customer Service"). Even after I ask the operator NOT to transfer me to the automated system, they continue to do so. I have yet received word via phone or email of my inquiry.Desired Settlement: I would like Carmel to uphold their word in refunding (in full) the provided credit card of the charge. No service was provided, so no payment should be authorized.

Consumer

Response:

At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID [redacted].

Sincerely,

Review: I have sent several emails regarding using Carmel's online support feedback system and directly using the customer support email. I have also left several voice messages with customer support. There has been no response.Prior to making my reservation I contacted Carmel's customer support who said that the cost of the limo service would be the fare, the tolls for the ride (estimated to be not more than $7.20), and gratuity. When I specifically asked if I would be charged additional tolls for the driver to return to New York, or where ever, the customer support person said "no."For my 3/*/2014 ride from Newark Airport to Hackensack, the driver said the tolls were $4.30, but he charged me an additional $13 because he needed to return to NYC (Carmel Reservation #[redacted]). I told him what your customer support said, & he said I needed to pay his tolls to return to NY.For my return ride from Hackensack to Newark Airport, the charge was correct - fare, tolls, & gratuity.I would like a $13 refund to my credit card to correct the mistaken charge.Desired Settlement: I would like a $13 refund to my credit card to correct the over charge.

Consumer

Response:

At this time, I have not been contacted by Carmel car and limousine service regarding complaint ID [redacted].

Sincerely,

Review: Limo service from Upper Manhattan to Newark airport was overcharged for tolls and receipt was not sent to my email address as promised. Basic charge for $56 is not in dispute. Tolls charged at $23.50 are in dispute. Per the Authority websites, current toll for EZ pass (this was the method of driver payment for the toll) George Washington bridge is $11 peak/weekend (this includes charge for return travel to New York City ; EZ Pass for New Jersey Turnpike from Gorge Washington 18W entrance to 13A Newark Airport exit is $4.75. The total charge for toll I do not dispute is $15.75; disputed toll amount is 23.50 - 15.75 = $7.75. As the driver deliberately overcharged tolls, the $15 dollar tip is also placed into dispute: a 19% tip is not appropriate for dishonest service, and in addition, the tip was calculated on an inflated amount.Desired Settlement: Credit charge amount was $94.50; I accept my obligation to pay for transportation service rendered at the $56 basic charge posted at time of sale on internet and per the confirmation email sent by Carmel, and for tolls as posted by actual bridge and turnpike authorities at $15.75. The total obligated payment is $71.75; the desired refund from Carmel is $22.75.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Credit for overcharge of tolls was made to my satisfaction.

Sincerely,