Quality Limousine Service

I reserved a town car through Quality Limousine for 5/18/19. I was picked up in a car with the following issues (most important listed first):
-The car felt like it was out of alignment. The steering wheel was shimmying and the driver had trouble keeping the car from swaying on the interstate (I did not feel safe)
- Once the car was on the interstate, it felt like there was something wrong with the transmission. The car kept jerking and felt like it was going to rev up and then stall.
-There was no rear view mirror, and a wire was exposed where the mirror should have been
-The check engine light was on
-The air conditioning was broken
-The interior of the car was filthy
-The driver even commented on the quality of the vehicle

I have made approx 42 calls to the business since 5/18/19, and have documentation of those dates. I have emailed the business. I have sent text messages to the business. I called from a different number on 6/9/19, and Amy picked up. Amy apologized that no one got back to me and said that they were out of town for a funeral. She asked that I give her 1 week to investigate the issue and return my call. I have never heard back from her or the business after leaving multiple voice mails, text messages and emails. Amy shared that they do “farm” out vehicles and drivers during busy times. She said she wasn’t familiar with the vehicle or driver that I mentioned. I do have a receipt from Quality Limousine, and I did book through Quality Limousine. It’s a huge concern if they are farming out vehicles and drivers, and aren’t even aware of the condition of the vehicles or who the drivers are.

Our organization uses Quality Limousine quite a bit. All of the drivers are always on time and are professional, polite and friendly. I would use them (and plan to) over and over!!!

On or around February 9, 2018, I contacted Quality Limousine to make reservations for transport on May 29 and June 3. When I received my credit card statement later in the month for February, I noticed charges of $94 and $94 for transport on these two future dates. I immediately called Quality Limousine (March 1) and asked why they were requesting payment over three months before the service was to be delivered. A lady explained that it was their practice to bill as soon as reservations are made regardless of the amount of time before the service is provided. I explalined my surprise and dissatisfaction. SHe acknowledged. I then stated that I would like to cancel the reservation with the option to call again & make reservations closer to the actual service dates. Without hesitation, she stated that she would cancel and notify the credit card company. I thanked her. Next day (March 2), I notified the credit card company of the erroneous charge on my statement, informed them that I notified the business (Quality Limousine), and that the charge would be cancelled. I then confirmed the revised minimum payment due my credit card company and sent payment.

One month later, I received March credit card statement and noted that the charge from Quality Limousine has NOT been removed. I called Quality Limo in the morning and left a voice mail explaining an urgent need to discuss an incorrect charge to my credit card. After 2 hours no return call. I called again and connected with a service representative. I started to explain the problem in detail --and after approximately 2 minutes, she stated "I am working with another customer right now. I will call you right back." I said OK. After 60 minutes passed, I called again and spoke with the same respresentative. I started to review the specifics and she asked, "You called earlier 20 - 30 minutes ago, didn't you?" I said "YES - but my call was a full hour (60 minutes) ago and I have been waiting without NO return call". She stated, I am still with that customer. I promise you that I will call you back. I received no return call the remaining 2.5 hours yesterday nor the following day (up til 2:30pm).

I subsequently called my credit card company and filed a dispute. Then I proceed to file a complaint with the Revdex.com.

I am requesting that Quality Limo cancel my reservations for late May/early June and cancel the charges totalling $188 with my credit card company

Respectfully