VIP Luxury Limo

Review: 20 High school students purchased a night with VIP Luxury Limo for their transportation on Prom night to the [redacted]. At the beginning of the evening the driver called one of the students and stated that he read the itinerary wrong and showed up to the pick-up spot 30 minutes late, which pushed out reservations for dinner, and pictures for the Prom event. Once the limo driver picked up the students he left for their destination to dinner and then dropped the students off at the [redacted]. The driver then went to the Casino. The students text the driver to be picked up once they were ready to leave the Prom event and the driver said he would be there in 15 minutes; however the driver took 45 minutes and didn't show up until 12:00am. When the driver returned to the [redacted] he had a male stranger with him and the students complained that there was a marijuana smell in the Limo. Additionally, on the way home from the event the interior lights and the radio quit working in the Limo. The students were promised an IPod jack in the limo for music; however the driver stated they have no such hook-up. The following Monday of the event VIP Limo text one of the students stating that the students went over the allowed time by one hour so the students owed $180.00. I contacted the company and complained about their service, and stated we would not pay the extra hour, as the driver was late on two occasions. I also requested compensation for the students for the hassle and very bad service. The employee [redacted] denied any sort of compensation. Shortly after I ended the call with the employee [redacted], the driver called and yelled at me and proceeded to state that the students were not telling the truth. The driver continued to yell at me and I finally had to end the call by hanging up.Desired Settlement: I feel for the very poor service and the hassle the students had to endure, VIP Limo should issue a refund for the drivers tip, at the least. The tip was automatic at the time of the booking; the students did not have a choice to tip based on their discretion of the service.

Business

Response:

Hello [redacted].

We have reviewed this complaint and taken everything into consideration. I would first like to address the accusation of marijuana in the vehicle, the client failed to mention this on the phone when she called with her complaints. Our drivers are drug tested before employment & we comply with all DOT regulations and our drivers are enrolled in a random drug pool. It is possible it was one of the high school students, but we had no such smell in the vehicle when it returned to our shop for cleaning that evening. Second note the client never requested that she be issued a refund as she said in her statement. Our driver had said he was 15 minutes late picking up the students and apologized for this matter. We do give our drivers an itinerary before the event, but we also go where the clients request. The students had requested to go to prom from dinner and did not mention pictures, so our driver took them to prom. The driver was late picking them up from the prom due to the line getting back into the [redacted]. As you can imagine when there are multiple schools at one event, where each driver has to go through screening it does take time. Our driver told the students to give him 15-20 minute notice before picking up. I did text [redacted] regarding the overage in time, before we heard of her complaints, after the fact we told her she did not have to pay for the overage and apologized multiple times for her bad experience. Our driver did have another gentleman with him in the vehicle, he is also an employee of ours and had broke down. The lights in the limo had a small issue, the driver pulled over and handled the situation in a matter of minutes the lights were back up and working just fine. We do all we can do ensure all our customers have a positive experience with our company but things do happen and don't always go as planned. I can only hope we addressed all issues in this complaint. It seems there were a lot of misunderstandings in this event. If the customer does not feel the driver deserves the tip included in the price, we are willing to refund that back to her.