Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were left stranded on our wedding day (Saturday, September 27th) after receiving a call just 20 minutes before pickup saying the car had broken down and there was no replacement available. They told me the booking was cancelled and that I’d receive a refund for my deposit of $271.20 because they couldn’t accommodate me.
  
  It’s now been four weeks since my wedding, and despite following up every single week, I’ve received nothing but excuses. I keep being told by **** that “there’s a ticket, but it hasn’t been processed.” When I asked to speak with a manager, I was told there isn’t one. When I asked for contact with the payment department, I was told there’s no direct line.

  Customer Answer

  Date: 15/11/2025

  After getting your team involved I finally heard back and they made a payment to me.
  

  
  

• Initial Complaint

  Date:17/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a limo from Top Limo for September 10, 2025. I was charged $440.70 onto my visa on September 2 as a deposit and paid the remaining $440.70 when we were picked up on the 10th. Our pick up was in Grimsby, Ontario and our destination was *** ****** ****** for a **** **** Game approximately 1 hour away. The limo broke down 4 blocks away from the pick up point and was unable to continue the drive to Toronto. When they picked us up, the second limo was unable to drive us as a door wouldn't shut and we had to wait 3 hours in the street until another one arrived to take us home. I have requested 15 times for a refund through top limo via phone call and email. They will not comply. I have read multiple reviews on line stating this is a regular occurance for the company.

  Business Response

  Date: 13/11/2025

  Escalation team sent an email to client for **** receipt compensation. It was a mechanical issue has occurred but client completed half of the service. Client need to response to our email for a solution 

  Customer Answer

  Date: 14/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it has not been resolved. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:15/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ********** **** *** **** *** ** ******** *********. Two days before our trip, they confirmed the AC was working — only to tell us 30 minutes before pickup that it wasn’t. They also said they’d be 30 minutes late, but showed up a full hour late.
  
  *****, two of the vehicles had both battery warning lights AND check engine lights on. **** ** *** **** ************** * **** ******* ******** ***** ***** ** ****** *********** *** ******* ******* ** *** ********* ** ******** **** *** *** **** ** **********.
  
  Because of their delays, we arrived late for our event and missed out on half of it* ***** *** *** **** ********** ************* *** **** **** ** * *********** ****** ** ***** *** ******* *** ************ ** ******** ***** **** *** ******** ********* **** the return pickup, which was almost an hour late as well. *** *** ******* ***** **** ******* ***** ****** ************ **************** *** **** ******** * ******** ** *** ******* **** ***** ********* ***** *** ****** ******** ***** **** ******* ** *** ******

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22, 2025, I rented a limo bus from Top Limo **** *** ****** *** *********** The bus door would not close—my husband and brother-in-law had to hold it shut and tie it with a garbage bag. The heat wasn’t working ******* ****** * ***** *** * ******** ********* ******** The bus was filthy, with screws on the floor, beer cans, and other people's belongings.
  
  The driver *** *************** ******** ******* ***** ******* ****** * **** ** ******* *** turned the heat off mid-ride. Despite reporting all of this at 5:45 PM, I received a text at 11:47 PM canceling our scheduled midnight pickup due to “mechanical issues.” A replacement did not arrive until after 1:00 AM.
  
  ***** from Top Limo promised compensation and told me to call the next day. Since then, I’ve contacted the company repeatedly with photos and video evidence. ***** continues to say someone will call, but no one ever does. I’ve asked for a manager’s contact and been denied.

• Initial Complaint

  Date:29/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Top Limo party bus for 22 work colleagues to go on a wine tour. Paying $610 at the time of booking with the remaining balance to be paid day of.
  On May 10th the bus was to pick us up at 10:00am at a car pool parking but I was notified by the driver that he was going to be 20mins late.
  Upon arrival, I was told to pay the balance owing before anyone was allowed on the bus. I did. We then all loaded up. When I was talking to the driver, I saw that the red engine light was on. He said it was nothing. When he went to put the bus into drive the gear controller wouldn’t move. It locked up.
  After several attempts and about a hour of being stranded - it was only then that we were offered another vehicle to come get us but it would another 1hr and 30mins wait for the new transportation. At this time we had already lost our first wine tour and we’re attempting to reschedule the others I had lined up.
  I refused the offer of the other vehicle as it should have been ordered as soon as the original bus broke down. I was told by the driver and the company that I would receive a full refund. I paid $1220 for a service that they could not provide.
  As it currently stands, nobody is returning my phone calls, emails, or text messages.

• Initial Complaint

  Date:27/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked with the company because of high ****** ratings. Went through booking process as usual, for a grade 12 prom night. Specifically clarified that the service can be payed for via etransfer as I did not have a credit card. Upon the limo arriving at the starting location, the driver demanded I pay via a credit card, even after I showed him the text messages with his company specifically stating I can pay by etransfer. He gave no explanation as to why I couldn't pay with etransfer, only that I had to use a credit card and continues gesturing to his machine. ** * ***** ** ******* ********* **** *** ******* **** *** *** ** ******** ** ** ********* ************ ** **** ** *** ******* **** ** ***** *** **** ******* *** ****** ******* ** *********** ** ******* *** ***********. Lesser of an issue but the limo company also did not send the correct car, which I also specifically clarified and requested.

• Initial Complaint

  Date:17/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a party bus limo from this company and they sent me pictures of what I was getting so I gave then a deposit. Come the day of they sent something else. I was supposed to get a white bus that had 2 coolers on the inside with glass holders. The one that showed up late was blue with one cooler and that's it the inside was totally different from the pictures and the bus was so loud. I thought we were going to break down. I've text tried calling and e-mailed them. They have blocked my calls. They ruined my husband's 50th birthday surprise and my guest were laughing at this and we were all embarrassed being on this thing

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a $678 dollar deposit for a 30 person party bus. Then paid $678 the day of July 4. We were picked up from ********* Hospital. 28 nurses. The party bus that arrived was nothing as pictured on the website and was not what was listed on my invoice. It was also half the size- 15 of us had a seat. The other half of us had to squeeze in it. This was the biggest safety risk I have ever encountered. If an accident were to occur then we would have been seriously injured ** *** ******. There was no grab bars. We were sitting on metal. Pants were ripped. It was horrible. There was also no working AC. People has to get off the bus due to being so hot. I called the company right away and they said they would provide a larger bus for the way home but in the end sent the same small bus. I have tried to contact them for my money back multiple times. They sent one generic email response and the dispatch girls refuse to let me talk to anyone else. Tracy and Ann who is a manger refused to assist me. They keep entering “ tickets” that go no where. **** ******* ** ***** *** **** **** * **** ****** ***** The address listed is not even a building. ********** ******* *****. * ** ******* ***** **** ******* **** ****** ** ***** **** ****** ** ********* ** *** **** ******* ******* ** ** * **** ****** **** *** **** ** *** *****

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a Limo to take the groom's grandmothers from Orillia to their wedding at **** **** ****** ****** on August 12, 2023.
  
  Due to driver error (admitted by driver when he arrived) The passengers missed the wedding completely. I have listed below what occurred. All times are verified by time stamped text communication with the passengers and time stamped pictures of when the limo arrived.
  
  The limo arrived for the first pickup at 1:30 pm, not 1 pm as stated.
  There was an accident on Highway 11 and the highway was closed, the most direct route. The proper alternate route suggested by ****** is to take Highway 12 west from Orillia to Horseshoe Valley Road west to the 400 south to Bond Head. This diversion would have added an extra 15 minutes to the trip.
  The driver instead started driving on highway 12 east through Atherly and he travelled all the way to Beaverton (the wrong side of the lake and exact opposite direction of where they should be going) before pulling over and realizing his mistake and turning around. From the second pickup at *** ***** ****** **** to Beaverton is a 35-minute drive (****** maps). Being on the wrong side of the lake, the only option was to go back adding a total of 70 minutes to the drive.
  The passengers knew that the driver was going in the wrong direction and tried to get his attention without success.
  The wedding was at 2:30 pm and we delayed the start of the wedding for as long as we could to wait for the passengers, two grandmothers of the groom. The wedding (again time stamped by pictures) started at 2:52 pm after realizing there was no way due to driver error they would be there in time.
  The limo arrived at 3:40 pm at which point the wedding was over, the wedding pictures had finished, and the wedding party was leaving for the reception location. The driver then took them to the reception.
  
  
  We request that Top Limo refund us for the entire amount paid of $1478.89

• Initial Complaint

  Date:13/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a limo for the afternoon on our wedding day on June 15th,2023 for the first time ever. Also, we booked a Party bus for the pick up afterwards which we never got to ride in.
  The main failure was that no contact was provided to me to be able to get a hold of someone past business hours (driver).
  I had put down a credit card assuming the last thing any bride would do on her wedding day is to have to pay a driver! The limo driver showed up at the pick-up point and immediately asked my guests (I was already at the venue getting ready) who was settling the balance? He then drives everyone over to a limo which I'm told was so old and worn and basically a reck of a car. Upon arrival he demanded money yet again when in fact the top limo had a credit card at their disposal. It took many minutes if wait on the line for me in my wedding dress/ unable to come down and give him a piece of my mind as we had not done our first look yet/ eventually he spoke with the head office and left. Absolutely humiliating to have all my family and friends pulling out their wallets just to settle this! When I had already arranged everything to the T.
  Our wedding party ended earlier than anticipated and I had the party bus booked for 1:30AM/ I needed to figure something out at 11:30PM to get guests home including ourselves. I had no way of contacting anyone, no after-hours, no driver's name or phone number.
  We never got to ride in the limo. Everyone left with an uber instead. Today is July 10th and they are still reviewing the case! June 15th to Dec 12th! Ridiculous company! will never ever book again, never recommend. They took money for a ride that never came and nobody ever rode in it!