Complaints

This profile includes complaints for Elife Limo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elife Limo

  533 Airport Blvd Ste 355 Burlingame, CA 94010-2060

• 

  Elife Limo

  1336 N Carolan Ave Burlingame, CA 94010-2430

• 

  Elife Limo

  533 Airport BLVD, STE 355 Burlingame, CA 94010

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:08/22/2024

  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.

  At least two weeks prior to my travels from ** to *********, I booked travel to include airport transport via Expedia. Expedia chose Elife Limo as the transport provider. August 18th upon my landing in *****, the Elife driver texted me and asked that I text him once I picked up my luggage. I did. He texted me back stating that he would not be picking me up due to a car emergency. I had to call the company, and a lady transferred me to the driver who cancelled at the last minute. After a long flight across the country, I had to wait over 30 minutes in the desert heat for someone else to pick me up. That driver dropped me off in the parking garage of the hotel instead of the lower level valet where ALL rideshare drivers are supposed to drop off. Today, August 21st I did not receive the 24-hour pick-up confirmation as promised in writing, so I called Elife Limo. A male told me my pick up time is 3am. I told him no, my flight does not depart until 6:30am and I am only 15 minutes from the airport. He stated that changing my time would incur a fee and I told him I would NOT be paying a fee. He placed me on hold for a long time and then changed my pick up time to 4am. I asked him to change it to 4:30am. He told me no, and I would incur a fee. I told him no, Im not paying a fee. I called Expedia and they were unsuccessful. I called Elife and asked for a supervisor. A female agent was rude, did not listen, and I had to repeatedly ask for a manager. I AM STILL WAITING FOR A SUPERVISOR TO CALL ME. The agents were EXTREMELY rude, condescending, unhelpful, and the level of service is unacceptable. Compensation is in order.

  Business Response

  Date: 08/28/2024

  Subject: Re:[## ****** ##] You have a New Message from BBB Serving ***************** Area and ***************************, Consumer Complaint #********

  Hi there, 

  We are sorry for the trouble caused.

  For ride trip 1, the second ****** was late since the first ****** canceled temporarily due to an emergency. We can confirm the delay is true. However, about the wrong destination complaint, the ****** replied that the correct place to drop the customers was in the front of the casino. Main entrance. ******* has one rideshare at a lower level for pick-up, but the front at the main entrance is the correct place for dropping. It is the place that has the lobby. Hope you can understand.

  For trip 2, we checked the call logs between the customer and the ** team, and the time was changed from the original pickup time of 3:00 am to 4:00 am. There is no bad attitude in the phone call. Please note that if the customer needs to modify the time within 24 hours, there needs to be an extra fee. But the customer did not agree on the extra fee so the time was still 4:00 am. We also checked the chat log between the customer and the ******. The customer confirmed the pickup time was 4:00 am in the text and the ****** went to the place according to the time. After the waiting time was ended the customer did not show up, the ****** marked it as a customer no-showevidence attached.

  Thanks for your understanding. We suggest you contact the ordering platform for a refund.

  Best regards,

  Quality assurance team

  Dear partner, 

   

  We hope you are doing well. 

  Weve sent the evidence to you before. Could you please check them? We are looking forward to your response.

  If there is any need in the future, please get in touch with us again.

  Best regards,

  Quality assurance team

  Hi there, 

   

  We are sorry for the inconvenience caused. For ride trip 1, the second ****** was late since the first ****** canceled temporarily. For trip 2, after the waiting time was ended the customer did not show up, the ****** marked it as a customer no-showevidence attached.

   

  Best regards,

  Quality assurance team

  
  Dear Partner, 

   

  Greetings from Elife! 
   

  Kindly allow us time to investigate and we will get back to you as soon as possible. 

   

  Elife ride: 3645024/72887229315622

• Initial Complaint

  Date:01/03/2024

  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.

  They were supposed to pickup my wife and I from our hotel in ********* and take us to the airport. I never heard from them to confirm our pickup prior to make sure time and site. He was late picking us up. We text him where we were waiting. He called me and said that he was in a ****** car. I asked him multiple times what color the car was and he never answered me. He was very unprofessional. He pulled directions to the airport up on his phone asked me if they were right. I said Im not from ********* Im not sure. So he finally picked the direction and got going. This is 6:55 Vegas time. Supposed to be at the airport at 7:00. He dropped us off at the pickup side of the airport and we had to walk to the other side of the airport to be where we are supposed to be. This was very hard for my wife cause she has a bad knee. This was very stressful and uncalled for. Im asking for my money refunded because they didnt provide the service that was promised. I dont think this guy (*****) knew *******. I contacted Elife but they werent offering a resolution to the problem. Just trying to lie out of it. I have my text messages that I can send to you. Im at work right now and I dont get home until 3:30 so it probably wont be a good idea to try to call me until I get home. Thanks

  Business Response

  Date: 01/17/2024

  Dear Partner,

  Thank you for your email.

  We have tried to search by guest name and guest contact information but could not identify which reservation the guest complained about.

  Could you kindly provide the reservation reference number of Complaint ID #******** so we can make an investigation?

  Best Regards,

  *****

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21089750
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  #************** This is the reservation number. I just wanted to have it on record about this company. Expedia ,where I booked this gave me a settlement. Elite wouldnt do anything!

• Initial Complaint

  Date:08/28/2023

  Type:Product 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 booked a Meet and Greet from ***** since it is a huge airport and I was arriving close to midnight and just wanted a seamless ride to hotel. When I arrived no driver was there. I called him and he told me to hang up and message him. He then said he would pick me up when I got my bag. I had no checked bag which I had communicated to the company. I had no choice but to get an Uber since he was not in the building and he said he wasnt' I asked for a refund and they sent me a fake picture of him holding up a sign with my name on it. That is such a terrible lie. I paid the Uber driver to get me to the hotel and wasted an hour doing it. I really want a refund.

• Initial Complaint

  Date:06/20/2023

  Type:Product 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.

  May 26 an May 31, 2023 Through Expedia Itinerary # ************** We had a car booked to take us airport to hotel, then hotel to airport a week later. After being at the airport for 1 hour our driver dropped us. We had actually talked to the driver and was on the phone with Elife when the driver dropped us. We were told it would be another 30 minutes minimum to wait for another driver. We told Elife to cancel that day and the one for a week later. We didn't want to wait any longer. Now Elife refuses to refund us because we cancelled during the 24 hour period. We NEVER would have cancelled if the driver was there. We are punished for the driver cancelling. ****** also said "they had never driven for this app". This tells us that all Elife hires drivers on a needed basis. They don't have their own drivers or cars. Very misleading. We just want our money back.This is in their email WAITING TIME 60 minutes of waiting after the arrival of your flight is included We waited an hour and had no driver. They did not hold up their end of the arrangement. So we want a FULL refund since they broke their own contract. They won't respond to us calling nor our travel agent.

• Initial Complaint

  Date:06/18/2023

  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.

  Tried to pick us up 12 hours early and demanded we pay again. Tried to contact us while we were still in the air stating I have gave them incorrect time ** flight and O did not. Lousy communication, couldn't reach a real person and was told I have to email them to request a refund or make a complaint.

  Business Response

  Date: 07/05/2023

  Greetings,

   

  Please provide us with the Ride ID number in order to verify this case please.

   

  Regards, 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20203683
  
  I am rejecting this response because: I have repeatedly sent the emails with the booking numbers only to be told they can't open the attachments. So, I cut and pasted the info in the body of the email, just to be told they needed more information. You cannot call this companies customer service as there is no human option. The final email I sent had booking numbers highlighted with dates. Those were from the original emails sent regarding these 4 transports.  I do not know what more they could want or need.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  UnpursuableMore 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 booked pick-up service by elifelimo for 10/14 8:30 am from ***************** to my hotel. And I paid 553 USD. [picture 1]But the driver didnt come and contact me until 10:30 am.I called ******************* ******, and they told me that the driver is on the way. [picture 2]So I waited, and call again. And they said drivers car has broken and theres no available car.Theres no way to get pick up service, I take Uber.After that, I requested refund by phone and mail, but they dont answer. (*****************************)[picture 3]My reservation was NO. *******