Lily's Limousine and Taxi Service, Inc.

Review: My husband and I contracted [redacted]'s Limousine and Taxi Service to provide limousine transportation for our August 9, 2013 wedding. Our contract was to start at 3 p.m. with an Escalade to arrive at [redacted]. At 3:20 p.m. when the limo had not yet arrived, I contacted [redacted] at [redacted]'s Limousine. She informed me that the Escalade had broken down and that she was contacting another limo company that was on its way. When I asked her how long until they would arrive, she informed me that she didn't know, but would get back to me in 5 minutes. I waited over 15 minutes and still had not heard back from [redacted] regarding the whereabouts of the limo. When I tried to contact her again, there was no answer. In fact, I didn't hear from [redacted] again until 2 hours later after repeatedly trying to call her and the driver, [redacted], that she informed me would be handling our service. Our contracted photographer and wedding planner ended up driving all of us to our ceremony location. The limo did not arrive until 5:45 at [redacted] to pick us up and bring us 4.9 miles down the road to the reception location at [redacted]'s Country Inn. Our contracted service hours were from 3 p.m. to 7 p.m. [redacted]'s Limousine did not uphold our contracted terms. I found [redacted] very unprofessional ignoring phone calls and neglect to call when a problem had arose in the first place. I should have been contacted immediately of the problem with the Escalade and alternate arrangements.Desired Settlement: I am requesting that we be reimbursed our $300 check deposit as [redacted]'s Limousine did not upload our contracted terms. They caused us a great deal of emotional turmoil on what was supposed to be one of the best days of our lives. The owner, [redacted]'s lack of professionalism and failure to provide the service contracted is unacceptable. I tried to contact the business prior to filing a compliant, but was unsuccessful in my attempt. I can supply a copy of the contract to prove this complaint.

Business

Response:

My apology if I did not get back to you sooner.Yes I did contract another company, when my Escalade didn’t want to accelerate on the way to Mrs. [redacted]’s wedding due to one of the wire who was unplugged because the same week the limo Went at the shop for a tune- up; I told Mrs. [redacted] the limo did not want to take gas. While she was calling I was on my way with the mechanic to find out what was the problem.

I was going crazy once I find out there was a problem; I started to call all my affiliates to see who knows who with an Escalade -

[redacted] - with [redacted]’s Limousine ###-###-#### None

[redacted] - [redacted] ###-###-#### Busy

[redacted] ###-###-#### Referred me to a company but their Escalade was busy

[redacted] ###-###-#### He has a party bus but he was busy also

[redacted] ###-###-#### no answer

A driver [redacted] ###-###-#### gave me [redacted]s number ###-###-#### he has an Escalade he had a job, what I did was send my 10 pass to do his job another for him to cover my wedding but while he was on his way to the wedding he was calling Mrs. [redacted] no answer even I was calling her I told him not to wait but go; on his way traffic was back up we figured that the reason why she did not answer it is because she was at her ceremony.

I did not want to mess up Mrs. [redacted]’s wedding, I communicated several times the week of the wedding to make sure that I have had all the right infos.

She did get service not the way she want it and I apologize; I paid [redacted] for replacing me $400.00 to go pick up‘Mrs. [redacted]. I paid [redacted]’s driver( [redacted]) for doing [redacted]’s jobTrip total was $984.87 she gave me a deposit of $300.00 which I add $140.00 to give [redacted]I did not make any money.

My apology once again.

Consumer

Response:

I am rejecting this response because I was NEVER contacted to be notified of ANY problems as they arose on the day of my wedding. On our contract, we listed my husband's, [redacted], the best man, [redacted], and the Maid of Honor, [redacted]'s cell phone numbers in case [redacted] was unable to get a hold of me on the day of the wedding. She did NOT, nor did anyone else, reach out to ANYONE regarding the limousine incident. Also, the limousine that we had contracted was an 18-passenger Escalade. The limousine that picked us up was an Excursion, not an Escalade as [redacted] claimed in her previous response. Bottom line is we did not receive the service as indicated in our contract. There was a breach in our written contract on [redacted]'s Limousine end. I am requesting to be reimbursed our deposit of $300.