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Consumer Complaints

BBB Accredited Business since 04/20/2011

Grand Avenue Limousine, LLC

Phone: (615) 714-5466

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
12/19/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
Grand avenue used bait and switch tactic and charged 3 times the amount originally quoted.
My wedding was on the 18th of October 2014 and I had arranged a limousine provided by this business a few months in advance. I gave them my credit card information and quoted me a price of $100. The day of my wedding came and as I was getting ready I receive a phone call from grand avenue at 12:45pm. My wedding starts at 4pm. The sales lady informs me the price will actually be well over $300. Near $400 after fees and taxes. All I booked their service for was an hour and a half to get us from the reception venue to the hotel. Again I had given them my wedding venue and hotel months in advance. They decided to wait until the last possible moment before the start of my wedding to let me know of the major increase in price. The sales lady then had the nerve to tell me I was more than welcome to try another transportation company. I told her no that is impossible because of their decision to wait until hours before my wedding. She showed an overwhelming lack of care for the position she had just put me in. After I regrettably accepted the increase she asked me for my card information stating they did not have it on file. As I started reading in she said oh wait then continued where she had stopped me and read the rest of my card to me. This was a huge unnecessary strain that inevitability made me arrive late for the pictures before the wedding.

Desired Settlement
I would like to receive a refund to the amount I was originally quoted. The one hundred plus taxes. I might accept other settlement as long as I agree it is worth the same amount as a refund. I would also accept more then refund for stress this incident caused me on our wedding day.

Business Response
This is in response to case #XXXXXXXX that was placed by Mr.****** ******* on December 06, 2014. First let me state that we will be refunding 100% of Mr. *******'s charges for that reservation. With that said, we would like to go over a few points of the complaint.
Mr. ******* went on our website on September 1st and received quotes for several different types of vehicles, but did not actually place a reservation until September 26,2014; which was only 21 days before his wedding.

The website did show that Mr. *******'s vehicle would be $100.00 per hour and at the bottom of the quote, it states that these quotes are only for destinations within a 30 mile radius of downtown Nashville and Mr. *******'s quote was for Lebanon, TN to Murfreesboro, TN. This is outside the 30 mile radius. Please see the screen print below:

When you request a quote, you receive an e-mail showing the quoted hours and amounts, and at the bottom, it states that in addition to your base rate, the quote does not include a fuel surcharge, convenience fee or gratuity. Please see below a confirmation that clients receive after requesting a quote from Grand Avenue:


I believe that Mr.******* did not see this message at the bottom of his e-mail. Therefore,when his reservation was completed,which was for 1.5 hours,it contained drive time to Lebanon and back from Murfreesboro, and also fuel,convenience fee and gratuity. This made his total $318.46. Not $400.00 as Mr.******* stated in his complaint.
We also have the recorded conversation between Mr. ******* and our Customer Service Representative and we feel that our CSR was more than apologetic for Mr. *******'s dilemma . This is available for your Case #XXXXXXXX.



Respectfully,


**** ** *****, *** President and CEO
Grand Avenue Limousine, LLC




Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I asked for a partial refund for the orginal quoted price and express my dissatisfication with the phone call raising the price hours before my wedding.
Grand Avenue actually refunded me the full amount and had me contact their CEO to speak with him about their incident. I am grateful they quickly resolved my issue and seemed concerned with how their business acted.

09/16/2013Problems with Product / Service | Read Complaint Details
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Complaint
Failure to provide requested services and did not attempt to compensate for company mistake.
On July 20, 2013 the bus company was to transport our family to and from prearranged designated destinations. This was a one day 2 legged trip. A morning leg and evening leg. A detailed itinerary was sent to the bus company prior to the scheduled trip in time to review and place in computer to ensure that all would be in order for the day of the scheduled transportation service. An agreed upon price was discussed between both parties and credit card information was given to the bus company by the cardholder. The day before the trip July 19, 2013 since I had not heard from the company I called to confirm that all was in order. I only got a voice mail therefore leaving a message requesting a return phone call to confirm all was in order. I never received any return phone call. The next morning the bus was to arrive at 9:30a for pick up. The bus did not arrive. I called the bus company to ask what had happened only to find out that the first leg of the trip had not been placed in the computer only the second leg of the trip was in the computer. This of course created an extreme inconvenience for the guest since we were on a strict time schedule and did not have necessary transportation. I spoke with the CEO who informed me that they could have a bus driver there in 2 hours for pickup. We opted not to have that done since time was of essence. The second leg of the trip the bus driver was there and on time, however it was raining and the bus was leaking. Many of the passengers got wet. We expressed our concerned to the company via email and by phone that although we were not charged for the first leg of the trip we felt strongly that the second leg of the trip should have been discounted due to overall inconvenience. The professionalism and customer service provided by this company was in my opinion totally unacceptable. Several things were not done professionally. First of all we never got any confirmation regarding our trip at least 24 hours in advance by email or phone call informing us that all was in order. After speaking with the assistant she stated that we should have received a confirmation email. She also indicated it was her error for the 1st leg of the trip not being place in the computer correctly. No phone calls were returned after the credit card had been charged, when in fact we were told that the credit card would not be charged until a conversation could be had by the two parties discussing the inconveniences. We were also told after the fact by email that the price that was originally agreed upon was a discounted price. This information we did not know for we would have paid full price in order to be provided with full quality, reliable and dependable services rather than very poor non-quality service. I think a reduction in the charges is noteworthy for the inconveniences and lack of professionalism and the quality of customer service provided. No resolution was ever agreed upon between the two parties for this incident.

Desired Settlement
A reduction in price charged to be discussed and resolved between cardholder and CEO of company.

Business' Initial Response
Dear Better Business Bureau, after further research I have concluded that my company failed the client and did not provide the level of service we strive for. The first leg of his trip was inadvertently canceled. I am putting in measures, double confirmation between sales and operations, to make sure that this does not happen again. I am also going to credit Mr. **** *****'s credit card for the $300 that was charged to it for the trip. I have called Mr. ***** and apologized to him and told him that we are going to credit his account. I also told him if we get another chance to call me and I will provide him with a discount. Also, please let me know what email address you have on file. Today was the first day that I saw this complaint. Please put my email address on the file ******@************************. If you have any questions please call me at 615.429.6517.

Respectfully,

**** *****

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