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:06/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Date: June 2, 2023
  Amount agreed upon: $1084.80 (however company over charged me an additional $57.62 on credit card and I was charged a total of $1142.42)
  Company Commitment: Stretch Limousine (14 people capacity) - Pick up @ 6:30 pm, roam 30 minutes, drop off at venue and pick up to returrn at 10 pm
  Complaint: company came 45 minutes late (7:15pm), dropped off directly to venue with no drive around for 30 mins, and then was unavailable to contact when passengers wanted to come home early. Passengers were given a 20 minute ride at the end of the evening on the way home.
  The limousine was also dirty - half-drank water bottles were in the limousine and it had not been cleaned after previous customers had been in it.
  
  Unfortunately, the company automatically adds in a gratuity on booking - as you will see on the bill. I would not have provided a gratuity at all had I known the service was going to be so bad.
  
  I called and emailed the company several times, but no one in customer service could provide me with a number for a supervisor that I could contact and only provided me with the promise that they have placed a complaint ticket in and that someone from the "escalation team" would contact me directly to resolve the issue. Although I am still waiting for that call, I wanted to still provide details of this incident in hopes that it will be a warning of the service for others.

  Business Response

  Date: 30/06/2023

  We reviewed the customer complaint, customer paid $57.62 additional tip to driver. If customer do not want to proceed with this amount then simply we can refund it. 
  

  Additionally we called the customer at 6:22 pm and informed delay for vehicle arrival due to road traffics and customer agreed. The vehicle arrive at pick up location 7:03 pm and original pick up time was 6:30 pm and delay was for 33mins. 
  

  We provide service based on schedule, we cant provide service whenever customer choose to return. Customer called the company at 9:25pm for early pick up and explained vehicle was schedule for 10:00 pm return. 

  Customer Answer

  Date: 09/07/2023

  I am rejecting this response because:

  Although this company DID provide me with a refund me the over charge of $57.62 - thank you - they continue to conduct business in a dishonest way. Their response to me indicates that they called me at 6:22 pm to "inform me of the delay for the vehicle due to road traffics" - but this call never happened, and I did not agree to the delay. I was the one who called them at 6:34 pm to see where they were and to ask why they were late, they told me the driver was 10 minutes out. I called again at 6:46 pm - still no limo. Again we were told 10-12 minutes. I called again at 7:09 pm - still no limo. I have all my phone records proving my attempts to contact the company *********), but no indication of attempts from them.  

  The vehicle arrived at our home at 7:13 pm. I have a picture of the vehicle as it pulled in as proof. To be exact - 43 minutes later than requested. 

  To address the pick up / return time: Yes, we called for early pick up and assumed this would be ok considering it would get the limo driver home early. He looked exhausted and having come from Toronto, we were assuming he was sitting and waiting in a parking lot for the 10 pm pick up. It was highly unlikely that the the limo driver had other pickups or drop offs in Fergus during the timeframe (but I cannot confirm). I am sure he would have been happy to get back on the road for the long drive home. After reflection, I should have taken the limo driver's direct contact cell phone number and contacted him myself for pick up rather than communicating through the company. The amount paid would have been the same.  So although Top Limo says that they "provide service based on schedule, and  they can't provide service whenever customer choose to return.", I feel that would have been a good customer service offering to have allowed an early pick up for the riders and to not have made them wait - especially after the extremely poor service in getting them to their destination (dirty limo & late). The customer would have been happy, and I am sure it would have made their employee (limo driver) happy to get home at a decent time as well. 

  
  What has not been addressed is the state of the Limo - filthy and full of half water bottles that had been half drunk. It was unacceptable that the limo service provided a dirty - unsanitary limo for their guests. 

  We have tried contacting the company several times over, and each time have been promised a call from someone in their "escalation" department. We have YET to hear from ANYONE at their company for apology or for reimbursement of any kind. I still feel the company should provide a discount / partial refund due to the extremely poor service that was received. 

  
  

• Initial Complaint

  Date:30/01/2023

  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.

  FILING ON BEHALF OF MY 88 YEAR OLD FATHER
  Transaction Date was January 30,2023 (today) for $154.00
  Airport Limo was booked for set fee of $229.68 (Toronto Pearson to home address)
  All fees, taxes and gratuities were to be charged at booking
  Upon arrival at 2am, $154 was demanded along with a gratuity.
  Bags were held in car until fee paid and thrown on the driveway after fee was processed. **** ** ***** *****.
  I've contacted the company for refund but no real address (*** post box is given on website) and no calls back.