ComplaintsforSonoma Sterling Limousines, Inc.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible business!!!! Very unprofessional! I rented a party bus on my Birthday 11/27/21 As soon as the bus arrived the bus driver told me the Bluetooth on the bus was Not working well and it would cut in and out Red Flag. One hour into the trip and the music would cut out every bump the bus would hit I called and complained. I was told From ******** (the manager) Thats they were sorry about the inconvenience that they could get me anouther party bus to replace the none working one and give me half off for the inconvenience he had to ride 3 hours with out any music! Then we had to wait outside in the cold for an hour while we waited on the bus that did work! 3 days later No call back No discount I call the office to ask whats going on. *** Bessetee (owner) answer the phone explaining that he is only going to discount 300 off the whole trip but add another hour on my **** because I had to wait for him for in hour in the cold while they switched busses. I told him your manager told me she going to give me half off my trip because I had no music for 3 hours of my trip. He said music or no music his service charges for transporting pepole. I told him I had the driver pull over an hour into the trip and call the office and ask for a refund or a new bus ******** said she would give me half off and a new ****. He said well Im not going to do that you got your ride and I can give you 300 dollars but mine that my original charge was **** he wanted **** because of the extra hour it took to switch busses. Told him I was going to have my lawyer contact him for that this is not how you run a honest business by telling pepole there getting half off so they can just finish there tour then charge there credit cards behind there backs without even speaking to me. He tells me to go with my lawyer and shove it up somewhere eles!!!! Horrible service.WATCH OUT FOR THIS BUISNESS. *** is a Thief and Shady guy to rent from!!!! Beware!!!!

  

  Business response

  12/13/2021

  On 11-26-2021 Mr. ******************** call** our office and reserv** a 24-passenger party bus for five hours to go to ************* to celebrate his birthday. On 11-27-2021, the day the bus was reserv**, we receiv** another call changing the itinerary. Mr. ******************** now want** to be taken to ********** instead of *************. This add** an additional two hours or more of drive time to the reservation. We did not add any additional fuel fee or admin fee for this last-minute change in venue.

  On the evening of 11-27-2021, Mr. ******************** and his group were sch**ul** to depart at 10:30 pm but they did not depart until 10:30. Manny, the driver said the stereo was working for about the first 45 minutes. The driver said the stereo was turn** up extremely loud. Manny report** the stereo start** shutting off and on. Mr. ******************** call** us at 11:20 PM to say the stereo was not working properly and he was disappoint**. Our office manager, ********, told Mr. ******************** that if he was not happy, we could return him to his residence and give him a full refund. Mr. ******************** said he had a reservation at a nightclub in ********** that he had put a substantial deposit down and wish** to continue ** with the trip.

  ******** gave Mr. ******************** the choice of staying on the bus and receiving a discount, or we would dispatch another limo bus to replace the bus he was in. Mr. ******************** chose to continue to ********** on the same bus, so he would not be late for his nightclub reservation. Mr. ******************** request** the replacement limo bus for his return from **********. ******** made it clear there would be no discount if he chose the replacement bus.

  We dispatch** another driver and the replacement bus to **********. Our driver call** Mr. ******************** multiple times to tell him how far away he was. ******************** told the driver not to worry, they would hang out in the nightclub until his arrival. The driver stat** it took him 23 minutes to get there after Mr. ********************'s first call for pickup.  Mr. ******************** and his group return** home on the new bus without any issues. Mr. ******************** had incurr** two hours of overtime at the end of the evening.

  Mr. ******************** call** our office the next day and claim** ******** offer** him half off the total trip. This offer was never convey** to Mr. ********************. I inform** Mr. ******************** that he was not charg** for an extra fuel charge to **********. There was no charge for us to send a replacement bus to **********. It was discover** that the stereo was turn** up so loud, it blew out a stereo speaker. Mr. ******************** was not charg** for this repair. In addition to all this, we gave Mr. ******************** a $300 discount on his trip. Mr. ******************** was not pleas** with this offer and demand** half off which would have been over $800. I attempt** to resolve the situation by asking Mr. ******************** if there was a compromise we could reach. Mr. ******************** then told me he was going to arrive at our office with his attorney, and I could deal with the attorney. I consider** this to be a threat and conclud** the phone call.

  In conclusion, Mr. ******************** was transport** to and from his destination in **********. We deliver** an upgrad** bus to ********** in the middle of the night at no add** cost and he receiv** a $300 discount on his trip. We feel we made more than reasonable efforts to accommodate Mr. ********************. 

  Sincerely, 

   

  *****************************

  Owner

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