If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers stretch limos, party buses, stretched SUV's, and airport transportation.
Request a Quote
A BBB Accredited Business since
BBB has determined that United Limousine & Charter Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for United Limousine & Charter Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
CA Public Utilities Commission
505 Van Ness Ave, San Francisco CA 94102
Phone Number: (415) 703-2782
Fax Number: 415-703-1758
The number is 20184.
Type of Entity
Business ManagementMr. Brandon J Jacobian
Number of Employees
Alternate Business NamesUnited Limousines & Charters
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (562) 947-5758(Phone)
- (714) 209-7722(Phone)
- (888) 806-6643(Phone)
- (714) 243-7110 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: My daughter and myself phoned this company on October 11th 2014 to request a party bus that would seat 54 students for Saturday November 8, 2014. They took our order and informed us they would need a $250.00 deposit. We gave them my credit card information and later that evening, on my online banking, the limo company broke up the $250. 00. It was $150 to one limo company and $100 to another limo company. Two weeks after, we received an invoice showing how much we owed and how much has been paid. It showed we only paid $250. We phoned the limo company and they said they only asked for $150. We asked to speak to the president and they gave us the vice president. He said it was the error on my bank institution. I phoned them and the bank said it has to be the limo company because it was taken out exactly at the same time. On the evening of the event, the bus driver was a half an hour late, the bus had only room for 40 kids to sit, and there were no tv's as promised and the radio was staticy. The poles on the bus were broke and a possible danger hazard and the driver cussed out several kids. As they prceeded to the dance, the driver got lost and got them over an hour later. They missed the food and the experience was not one to remember. The party bus cost a total of $1500.00 and the kids paid with their own money. I feel they are owed a portion back or at least a sincere apology. My daughter phoned the company to complain and they laughed at her and told her to have an adult call back. I spent over one hour and a half calling, talking to a ***** and he kept transferring me to a Paul but kept hanging up on me. I informed ***** that I will have to report them to your company since they won't even give me a chance to speak to anyone. We are only asking for the respect and dignity a professional company should show their customers even after the event. Not just before. I would also like to know where the $100 went.
Desired Settlement: As I stated in the above statement, I would like to see the kids get at lease a portion of a refund and a sincere apology. Also, I would like to know where the other $100.00 went and I could show proof with my online banking statment showing a limo company took it out and they were the only limo company we talked to.
Business Response: Hello *******, First, I would like to offer an apology for any inconvenience you have suffered. I've searched our system by First and Last name, phone number and email address, your name doesn't appear in our system as a client. Please provide a client number which can be located on the terms & conditions that were signed by you, then I call begin my review. You can also contact me via email at ****************** or call me at 714-243-7108 ext. ***. I'm always here to assist our clients.
Problems with Product/Service
Read Complaint Details
Complaint: May 17, 2014 DBHS Prom, Client ****** ******: Driver of United Limousine Charter, Inc.(ULC) brings a male adult friend with her that ruins the evening for the students on the bus. Both were unprofessionally dressed and showed no interest in working that evening. The bus somewhat clean in the interior but dusty and dirty on the exterior. With no evidence, the male friend falsely accuses the students of having drank alcohol and immediately reports this to the school administration at the Prom. The students are humiliated as they are walked single file into a room and given breath tests. All tested zero. An hour of the Prom is missed for these 16 students, a cost of $22.50 each. Upon returning to the bus, the male friend began arguing with my daughter as to how the remaining hour would be spent and slammed the window on her. The client's son offered the driver a $40 tip, upon returning, so as to avoid a confrontation with the adult, male friend of the driver.On 05/21/14, I wrote an email complaint to Mr. **** ****, ULC's Account Executive explaining all that had happened with his driver and male friend, the evening of the Prom. As of today, 06/04/14, I have not received a return email. I called his office and left a message for him to return my call and again no response. Called a second time and was told he was on another call.I would like to know if Mr. **** investigated the matter with the driver and if there has been any action taken against this driver. I would also like restitution for the 16 students who lost one hour of their Prom being humiliated and breath tested, a $22.50 cost each, and the $40 tip the driver was given. There is no restitution being asked for the anguish, fear and humiliation the students experienced on an evening that was supposed to be fun and memorable.
Desired Settlement: $22.50 per 16 students for the hour lost of the 4 hour Prom and the $40 tip wrongly accepted by the driver. A total of $220.
Business Response: This complaint has been handled directly with the customer who booked this reservation with ULC who is **** ****** and ****** ******. We have agreed that due to the time lost a refund was warranted due to the driver claiming she smelled alcohol on the kids breath. In addition, the drivers has been terminated and her full tip for this run is being refunded to the customer. We apologize for this inconvenience. We had sent an email to the customer on May 23rd regarding this incident in regards to the refund but I guess it was not received on their side.
Better Business Bureau:
Business Response: Once again, we have settled this complaint with our customer, the ******s. They are the ones who booked our service and signed our service agreement. A refund has been authorized for the drivers poor service and any lost time. Anyone besides them that were allowed to ride in the vehicle had to sign a parental authorization form, which gave them permission to ride in our vehicle booked on behalf of the ******s. This form went over our strict alcohol and drug policies while in the limo. We only have one contract on file with the ******s, who are our clients. We have issued a credit to them already.
Better Business Bureau:
Sadly, you do not understand the importance of "Good" customer service. After reading that you had reimbursed the ******'s for the lost time at the Prom and for the tip the driver took, all that was desired was a simple "I am sorry" to me, because I too was your client. I paid $65 into that bus ride for my daughter to have a safe ride to the Prom. The full pleasure of what that night was supposed to be can never be recovered for my daughter. Rest assured that I, as a customer, will NEVER call on ULC Limos for your services. You lost a future client. If you care.
Please note that the desired outcome you asked for was: "$22.50 per 16 students for the hour lost of the 4 hour Prom and the $40 tip wrongly accepted by the driver. A total of $220."
Please know that we (ULC) have refunded even more than this already to the customer, Ms. ******. Please contact Ms. ****** who is the customer who booked limo that day and signed the contract. A check from ULC was sent directly to her. and was more than even you asked for here in this complaint.
I would also like restitution for the 16 students who lost one hour of their Prom being humiliated and breath tested, a $22.50 cost each, and the $40 tip the driver was given.
Pursuant to our contract we have with our customer, Ms. ******, we have refunded more than this amount directly to her. The 16 students who were riding in this bus on behalf of Ms ****** need to talk to Ms ****** since the refund was sent to her directly, including the drivers tip of $40.00. If this person who was riding in the bus also would like anything else in addition to this refund, please let us know. Further, our drivers have every right to ask the school to test kids for alcohol if they suspect drinking might be an issue during prom nights. Thankfully, no alcohol was found on the bus. This is a standard procedure for school dances where many times students may have brought alcohol in the vehicle.
Read Complaint Details
Complaint: This review is in regards to the reservation made for March 29th. The reservation was made to shuttle myself and fellow basketball fans from Costa Mesa, CA to Anaheim, CA. A total of 20-30 minutes. The reservation was made for 3 PM. The ride showed up at appx 3:10 PM at which time I was required to sign a contract for the ride. All fees were paid up front on my credit card. A couple days later, a $50 showed up on my credit card statement. When I called to find out what the extra fee was for, I was put on hold for 40 min, then repeatedly called back to try and get to the bottom of the issue. The customer service rep, told me it was was "excess cleaning" when I reviewed the contract, the only excess fee was for $300 if a passenger was to throw up. Thankfully that did not happen and the ride was only 20-30 minutes with no food on board, yes a couple bottles were left behind but nothing more than the typical ride and nothing close to "excess". The customer service rep advised me to then take it up with my credit card company which I did, and at this time American Express is investigating. I received a call from the owner stating he would like to settle the issue and split the fee in half. He states his GPS shows we departed at 3:24, 14 minutes after the bus arrived. He states we only are allotted 10 minutes to pack up and go, due to those 4 extra minutes, he states they are entitled to the $50 excess charge. I refused to agree to his settlement and am choosing to let the credit card company settle the issue. Either way, I have no control how long the bus decides to wait to leave, (possibly waiting an extra 4 minutes). The bus was late to begin with. The complex we were picked up from takes a couple minutes to maneuver around. All in all, the issue was handled with no respect, customer service, and was continually trying to add additional charges on top of the price we had originally agreed to. I urge you to take this up with this business as others have similar reviews on yelp.
Desired Settlement: refund the $50 you charged for a bogus "late" fee of 4 MINUTES or if that charge is for "excess" cleaning, you need to better understand your comprehension of "excess" for a self titled "Party Bus & Limo" company.
Business Response: 1. Reservation was scheduled for a 3:00 pm pick-up: Vehicle GPS report shows vehicle arrival time to be 3:00 pm at the designated pick-up location. When there are special instructions for a pick-up, those instructions are given to our office prior to dispatching. There were no special instructions provided by the client to our office, this appeared to be a basic pick-up and drop-off service. 2. Contract signed at pick-up location: The client was provided with the Terms & Conditions when the vehicle arrived, the Terms & Conditions were accepted by the client by signing. 3. $50 charge after a couple of days after the service: The $50 charge was for wait time as indicated on the Terms & Conditions, the charge should be $90 based on the Terms & Conditions not $50. This was explained to the client over the phone when the charge was questioned. The Terms & Conditions state that on pick-up and drop-off service there is a grace period of 10 minutes, after 10 minutes charges begin to accrue based on the size of the vehicle. The vehicle didn’t depart the pick-up location until 3:24 pm (vehicle GPS report), 14 minutes after the grace period not 4 minutes as stated by the client. 4. Customer Service representative requested that it be taken up with the credit card company: This comment is not guidance that would be provided by any of our staff members, it would be a comment suggested by a client after refusing to pay for a service. Our staff members have been questioned, no one recalls any such guidance provided to the client. 5. American Express has refunded the client $50, the client stated this over the phone to one of our staff members. The refund has been confirmed, our records indicate that $50 have been refunded to the client. Although we have the supporting documentation to reverse this action taken by American Express, we decided to allow that refund to remain in place. We only ask that the client search elsewhere for limousine service, we would like to avoid any future disputes as the client is not willing to pay for all services rendered.
Better Business Bureau:
Business Response: Pursuant to the customers request, the $50 "excess cleanup" has been refunded. We have changed our policy internally for the next time this happens that our drivers must get an "authorized signature from the client" and Photos must be taken as proof the next time customers "trash our vehicles."
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
|10/7/2013||Problems with Product/Service|