Luxury Limousine Service

To Who It May Concern, My name is [redacted] I am the CFO of Rock Star Luxury Limos LLC The client ( [redacted] ) did call to place a complaint that Monday after the incident “ with office staff member Shella.” We did at first offer a refund of $plus a hour credit of limousine service on a different date as an attempt in rectifying What the client is saying is true the first car we sent (the party bus) the AC did go out so we replaced it with our passenger Excursion(equivalent vehicle) It is being stated by the client ( [redacted] ) that the replacement car had an alternator problemThis car did not and does not have an alternator problem This same car picked myself and others up the very next day from Oakland airport and had no issues nor did it go in the shop in the time after the clients wedding nor after my Personal airport service the following day To my understanding the car was having a battery issue due to internal lights of the car being left on, In this case the driver replaced the Vehicle with another car “our passenger Hummer immediately to better correct the now new situation After speaking to the clients myself I understood their feelings about the situation even more soIn turn we refunded half of their money and we did so that same day we spoke with them regarding their experienceThe clients did continue their service with us and used ALL the duration of time reserved Their total prior to the incident came to $we refund $HALF OF THE FULL AMOUNT the clients paid originally In addition we sent a hour gift certificate worth $that can be used at a later dateOur deepest apologies have been expressed and extended

I am rejecting this response because: The only reason why I stated an alternator issue is because we were told by the driver himself that it was having alternator issuesSo because it was actually a "battery" issue does it make it acceptable to have the AC going in and out, the lights going in and out, and the radio going in and out? This was supposed to be a time of celebration instead we were trying to fix radio so that we could listen to music and trying to fan ourselves off from being super hot in thereNow you also stated that the Excursion is "equivalent" to the party bus which it may be seating wise but the reason for getting a party bus is the ability to move around and actually be able to stand upI understand that a refund for half of the service was issued along with a gift card for but please answer me this if I am a dissatisfied customer why would I use your service again? Instead, I should return the gift card and have a bigger credit issuedI totally understand that half of the total service was credited but we got below 50% service givenPut yourself in my wifes shoes and imagine you had to ride a party bus that was over degrees and your makeup and hair was ruined before you even walked into church and then getting a car which first had a flat and then had battery issues, would you be happy? The whole point was we wanted a party bus to be able to dance and stand up had I wanted a limo I would have gone with a different companyIn conclusion, I believe a bigger credit should be issued and I will gladly return that gift cardThank you

To Who It May Concern,
 
My name is [redacted]. I am the CFO of Rock Star Luxury Limos LLC.
 
The client ([redacted]) did call to place a complaint that Monday after the incident “ with office staff member Shella.” We did at first offer a refund of $200.00 plus a 3 hour credit of...

limousine service on a different date as an attempt in rectifying.
 
What the client is saying is true the first car we sent (the party bus) the AC did go out so we replaced it with our 22 passenger Excursion. (equivalent vehicle) It is being stated by the client ([redacted]) that the replacement car had an alternator problem. This car did not and does not have an alternator problem. 
 
This same car picked myself and 15 others up the very next day from Oakland airport and had no issues nor did it go in the shop in the time after the clients wedding nor after  my Personal airport service the following day. 
 
To my understanding the car was having a battery issue due to internal lights of the car being left on, In this case the driver replaced the Vehicle with another car “our 20 passenger Hummer immediately to better correct the now new situation. 
 
After speaking to the clients myself I understood their feelings about the situation even more so. In turn we refunded half of their money and we did so that same day we spoke with them regarding their experience. The clients did continue their service with us and used ALL the duration of time reserved.
 
Their total prior to the incident came to $1260.00 we refund $621.00 HALF OF THE FULL AMOUNT the clients paid originally.  In addition we sent a 3 hour gift certificate worth $333.00 that can be used at a later date. Our deepest apologies have been expressed and extended.

Review: I booked the party bus for 16 people from Luxury Limousine for my wedding on October 11th, 2014. When the bus showed up at my fiance's house at 2:30 PM the AC unit was out and my fiance and wedding party had to ride the bus in 90 deg. weather for about 25 mins. At this time my fiances hair and makeup were both ruined and she had to call a makeup and hair lady to come and touch her up. When a replacement was brought it was not a party bus but an Excursion. On the way to the photos the lights, AC and radio were constantly going in and out. While at the photo location the driver had to keep the engine running and was constantly revving the engine. When we asked him what the problem was he said for us to rush because the car had alternator issues. So we had to quickly finish up the photos. Our party was then dropped off at a second location, while the drive drove back to the hub to pick up another limo our 3rd one of the day! This time we were given a Hummer which couldn't fit 16 of us comfortably so we were smashed together until we reached the hall. We reached the hall late and held up all of the guest who were waiting for us to arrive. When I called to place the complaint Luxury only offered me a $200 credit!! I called my credit card company to place a dispute and unfortunately was unable to place it due to the service being completed. The lady at the credit card company tried calling Luxury to try and resolve the issue but was rudely hung up on. Overall, I would never recommend this place to anyone! Who sends limos out with broken AC and a faulty alternator? Shows you what kind of products they have!Desired Settlement: I would like a full refund for the horrible service!

Business

Response:

To Who It May Concern,

My name is [redacted]. I am the CFO of Rock Star Luxury Limos LLC.

The client ([redacted]) did call to place a complaint that Monday after the incident “ with office staff member Shella.” We did at first offer a refund of $200.00 plus a 3 hour credit of limousine service on a different date as an attempt in rectifying.

What the client is saying is true the first car we sent (the party bus) the AC did go out so we replaced it with our 22 passenger Excursion. (equivalent vehicle) It is being stated by the client ([redacted]) that the replacement car had an alternator problem. This car did not and does not have an alternator problem.

This same car picked myself and 15 others up the very next day from Oakland airport and had no issues nor did it go in the shop in the time after the clients wedding nor after my Personal airport service the following day.

To my understanding the car was having a battery issue due to internal lights of the car being left on, In this case the driver replaced the Vehicle with another car “our 20 passenger Hummer immediately to better correct the now new situation.

After speaking to the clients myself I understood their feelings about the situation even more so. In turn we refunded half of their money and we did so that same day we spoke with them regarding their experience. The clients did continue their service with us and used ALL the duration of time reserved.

Their total prior to the incident came to $1260.00 we refund $621.00 HALF OF THE FULL AMOUNT the clients paid originally. In addition we sent a 3 hour gift certificate worth $333.00 that can be used at a later date. Our deepest apologies have been expressed and extended.

Consumer

Response:

I am rejecting this response because: The only reason why I stated an alternator issue is because we were told by the driver himself that it was having alternator issues. So because it was actually a "battery" issue does it make it acceptable to have the AC going in and out, the lights going in and out, and the radio going in and out? This was supposed to be a time of celebration instead we were trying to fix radio so that we could listen to music and trying to fan ourselves off from being super hot in there. Now you also stated that the Excursion is "equivalent" to the party bus which it may be seating wise but the reason for getting a party bus is the ability to move around and actually be able to stand up. I understand that a refund for half of the service was issued along with a gift card for 333 but please answer me this if I am a dissatisfied customer why would I use your service again? Instead, I should return the gift card and have a bigger credit issued. I totally understand that half of the total service was credited but we got below 50% service given. Put yourself in my wifes shoes and imagine you had to ride a party bus that was over 90 degrees and your makeup and hair was ruined before you even walked into church and then getting a car which first had a flat and then had battery issues, would you be happy? The whole point was we wanted a party bus to be able to dance and stand up had I wanted a limo I would have gone with a different company. In conclusion, I believe a bigger credit should be issued and I will gladly return that gift card. Thank you

Review: my Wedding was on 8/31/13, I chose to use the services of Luxury Limousine. In the contract it clearly states that water and ice were to be provided; however they were not provided. Also the emergency hatch of the vehicle had water leaking from it at every stop. This water got all over the bridal party's tuxes/ dresses and made for a very uncomfortable day. This also effects the time that we will get our wedding pictures back due to the fact that the photographer needs to photo shop all of the water spots from the dresses/ tuxes. I reached out via email the next business day with no response then followed with numerous phone calls. each phone call ended with a different story about why the manager could not do anything and the owner would call me. this has yet to happen after numerous calls with the office. I see this is not the first time after viewing the business on the Revdex.com website.Desired Settlement: I was told that "you deserve at least partial reimbursement". I am looking for some reimbursement I think half of the cost would be a fair settlement. which is $432.

Business

Response:

Hi To Whom It May Concern,

This is in regards to a complaint ID # [redacted] customer [redacted]: yes on 08/31/2013 **. [redacted] had a Luxury Limo bus we did provide ice, water, and the glasses....we didn’t get a complaint until the 3rd day after the trip which was on 09/3/2013 because we called to inform him that he went into overtime by 30 mins. Then he started with these accusations (complaints). Our bus went out the night before with no problems so I am not sure where the water came from and it wasn't raining. I am not authorized to say to the customers that you deserve part or all your money back, we try to figure things out and take it from there but this situation **. [redacted] wants half of his money, sorry we can't do that....

If you have any questions, please do not hestiate to contact us.

Regards,

Review: Contracted Luxury Limousines for point-to-point service for up to 7 hours. In advance of the service date, phoned Luxury Limousines to update the service agreement to from 7 to 5 hours of service. Luxury Limousines advised that we could keep the service agreement for 7 hours, and they would refund the difference in service time upon processing the service paperwork on the following business day. Utilized the limousine service for less than 5 hours, and contacted Luxury Limousines to inquire on the refund the folloiwng business day. For 2 weeks following the service date, Luxury Limousine staff provided several different reasons why the refund had not been processed, including: 1. Hadn’t received a return call from the driver to confirm drop-off time; 2. There was no return time noted on the paperwork; 3. Paperwork was received but needed approval from the manager to refund the difference; 4. Still needed to get an approval from the owner for the refund, but he hadn’t been in to the office; 5. Manager was out on vacation, so no approval yet. After 2 weeks of trying to reconcile directly with Luxury Limousines, disputed the equivalent of 2 hours service with the credit card company. The day I disputed the charge with the credit card, the Luxury Limousine employee I spoke with prior to the dispute could not locate my service paperwork and said she was surprised to hear that I had such difficulty with my refund, because it is their practice/policy to refund the difference for services not used.Desired Settlement: Refund for 2 hours of unutilized service time in the amount of $166.00

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:

The contract stipulates there is no refund of the deposit in the event of cancellation. My concern is not due to cancellation, but for partial service fulfillment. I did not cancel service, in fact I utilized the service for a portion of the 7 hours.

Please find the following attachments:

Letter to my credit card company with a detailed account of events leading to my dispute

Cell phone records indicating the phone calls to both Luxury Limousines and their driver that evening (including two calls where I was told by an employee of Luxry Limousines that refunds are provided for partially fulfilled service)

If needed, I can also supply statements from 4 members of my party who were recipients of Luxury Limousines service on the evening of June 22

This company has recieved numerous complaints on Revdex.com for a reason. I am certainly not the first, nor will I be the last, to complain unless this organization changes its practices and puts its customers first.

Regards,