ComplaintsforBaja Limo

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a party bus for a wine tasting event in early March of 2020. As part of that booking, I sent in a $400 deposit with the remaining $925 due the day of the event. Two weeks later, COVID hit and the wineries that we had planned to attend closed their tasting rooms. I contacted Baja Limo via email and they were happy to transfer our $400 deposit to a future booking, with no conditions or restrictions. I have the email correspondence stating as such. In December 2022, I reached out to Baja Limo to get a quote to rent a limo for 3 hours mid-week (not a weekend) to look at Christmas Lights in East Sacramento. I mistakenly told them about the credit up front, after which they quoted me around $1,500 for the limo. This felt opportunistic considering the party bus for the entire day only cost $1,000. While it was during the holidays, and I understand the service is more expensive during this time, it felt like **** quoted an execptionally high price to discourage use of the credit. Ultimately, we passed. Fast foward to January **** and I reached back out to them for a quote for a limo for 6 people. This time, I did not tell them I had the credit to see what they would quote me. They quoted $877 for a limo, including tip, for 6 hours. I then told them I would like to apply my credit and sent them the email from 2020 for reference. The lady responded and said they would not accept the credit because: i) it was not a "like kind" booking; and ii) they stopped applying credits in October 2023, coincidentally 2 months before I reached out. Her response was unprofessional (and terrible grammar to boot). I followed up with 3 more emails encouraging them to apply the credit, arguing it's the moral and reasonable things to do. I still have not received a response from them two weeks later, and I don't suspect I will. That said, Baja Limo has withheld my $400 deposit and has no intent to honor it. This is a cut-rate business with questionable ethics.

  Business response

  01/23/2024

  As we all know the beginning of 2020 was extremely difficult to navigate especially as a small business trying to work personally with each and every client. The client *************** was emailed and I quote just let me know when you have a new date and we will move the deposit over. As you can see in the original contract the client was booked in a 25 passenger luxury limo bus.  When it was stated just let me know when you have a new date and we will move your deposit over that meant opening the exact same  reservation and moving it to a new date. The client assuming that we were quoting them higher in December of 2022 because they had a credit is incorrect. The price of business has gone up considerably since the beginning of 2020, prices have almost doubled and this is reflected in every consumer business that you look at.
  The client *************** has never once reached out to us. A lady named ******************* called us asking for a quote on a non-stretch SUV and a stretch limousine and then asked us to confirm the quote via email which we did. She immediately followed up stating she has a credit that she wanted applied to her quote. Mind you *************** had a credit for a 25 passenger luxury limo bus not a non-stretch SUV or limo. When I stated this she immediately followed up demanding that I give her the credit for what she chooses or she is going to slander us in every way possible all over the internet and so here we are.
  As a small business that has been operating in greater Sacramento for 39 years we pride ourselves on offering the upmost professional service with nice, new pristine vehicles. We have honored over $35,000 in credits over the past 3 years of clients calling and they have all booked like and kind service for what they had originally reserved at the time of the shutdowns! Due to the clients aggressive uncalled for behavior and slander of our company we have chosen not to have them as clients anymore. As professionals working for ******** financial I would of expected to be able to have a conversation versus them immediately threatening, slandering and demanding that we give them what they want versus what our company policies are. The credit card we have on file is expired so we have been unable to submit a refund and *************** has not called at all to resolve this matter.

  Customer response

  01/27/2024

  I am rejecting this response because:

  Thank you for the response; however, this is the correct timeline of events:

  1) ******************* and ***************, husband and wife, reach out to Baja Limo via phone to get a quote for a Yukon and stretch limo. Baja Limo follows up with an email quote on January 10, ****. 

  2) On January 11, ****, ******************* responds to the email and books the limo for $881. In this email, we notify Baja Limo of our intent to apply our $400 credit from March 2020 towards this reservation. We provide Baja Limo with the original email thread from 2020, which does not say that the credit had any restrictions or stipulations. 

  3) On January 12, **** at 9:45am, Baja Limo responds to our email and says quote "2 things, credits were only to be used for like kind bookings, but it's been 4 years and we stopped doing credits in October of last year". From this response, it is clear that Baja Limo had no intent to honor the credit towards our new booking. Further, these two reasons for not honoring the credit were never referenced in the contract or the 2020 email. 

  4) On January 12, **** at 1:36 PM, ******************* responds and expains that the original email had no restrictions and that we expect the credit to be honored and applied to the new booking. 

  5) We did not hear back from Baja Limo after our response on January 12th. The lack of response only further confirmed that they had no intent to honor the credit. However, on January 16, ****, ******************* reached back out to Baja Limo requesting a response no later than January 16, **** at 5:00 PM. We mentioned that if we did not receive any response, we would take further action as needed, including a complaint with the BBB. 

  6) We did not hear back from Baja Limo on January 16th or in the following five-day period. At this point, it was very clear to us that Baja Limo had no intent to honor the credit OR even try to resolve this issue. We gave Baja Limo ample opportunity to respond to our emails and rectify the situation, but they did not respond to our several attempts via email or phone. 

  7) On January 21, ****, ***************, husband of *******************, posts a negative review on *********************** and files a complaint with the BBB. *************** is prepared to remove all negative reviews and drop this complaint if Baja Limo refunds the entire $400 deposit, to be sent via check to an agreeable address. 

  
  

  Business response

  01/29/2024

  The original contract signed by the client stated that it was a non-refundable deposit. The client was told to reach out once they had a new date and we would move the deposit over, they had a credit for a 25 passenger bus not a limo. ******************* did not book the limo as we do take payment information and send out a contract at time of booking. She only received a quote which does not guarantee service. The client paid using a credit card which would need to be updated to process the refund as the one on file is expired as previously stated in the last response. The client is more than welcome to send an email with the updated information and the refund will be processed. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 1/8/23 Amount of Transaction: $2,535 Service Agreement: Rental of a 20 passenger limo bus to and from ************ from Granite Bay, CA. Issue with the service: We had rented the 20 passenger limo bus as advertised on the Baja Limo website (*****************************************************************************************). I went to tour this bus on October 21st ahead of entering into our rental agreement and the bus had four working TV monitors and *** player. The bus clearly states to have 4 working TV's with a *** player displayed on its website for the vehicle which we entered the rental contract. On the morning of January 8th our driver, *******************, arrived with the vehicle. Upon his arrival, I inquired about the TV's and how to work the *** player to which he replied about a known issue with *** player and TV but tried for several minutes to get it to work but was unsuccessful. While we were at the venue, ******************* again attempted to get the *** and TV's working and stated that he had called someone to help troubleshoot but again was unsuccessful (he tested the *** on another bus and it was working). We had a few children in the vehicle and were counting on a working *** player and TV's to entertain them during the 6 hours round trip. Attempts to solve the issue: I have reached out several time to Baja Limo since January 8th and have been told operations would reach out to me, I have yet to contacted by Baja Limo operations team.Desired Resolution: I'm looking for a partial refund equating the difference in cost of transportation service of a vehicle with no TV and *** amenities. Since we paid significantly more for a Limo Bus with TV's and a *** player but they were not functioning on the day of our trip. It is my understanding from statements from our driver, *******************, that the non-functioning *** and TV's was a known issue which could have been mitigated by Baja Limo sending a different vehicle in their fleet with working TV's and *** player.

  Business response

  03/15/2023

  See attached.

  Customer response

  03/15/2023

  I am rejecting this response because: 

  • The letter from Baja Limo insinuates that it was someone from our party who de-programmed the system. In fact, no one touched the system ahead of ******************* attempting to get it working. 
  • While our driver ******************* may deny making a claim about non-working equipment; I have members of my party willing to sign an affidavit to the contrary. This may be the reason ******************* has declined repeated attempts to discuss what happened on January 8, 2023.
  • ********** has some of the strongest consumer protection laws in the nation. Advertising 4 TV's and DVD entertainment system on the Baja Limo website, and having them in non-working order, is a direct violation Business and Professions Code 17500.
  • Unfortunately this response is unsatisfactory, and at this time, and I have no option but to pursue action in small claims court.

  Business response

  03/30/2023

  Please see the attached document. Thanks

  Customer response

  04/05/2023

  I am rejecting this response because: I believe I should be monetarily compensated for a core service which was not provided during our reservation.
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Overcharged for agreed limo rental with no explanation of why I was charged additional $500 more than agreed charges. Attempted to contact company , they will not return my calls

*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. ↩