Complaints

This profile includes complaints for Elegant Limousines of Palm Coast's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elegant Limousines of Palm Coast

  1450 N Nova Rd Daytona Beach, FL 32117

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  Elegant Limousines of Palm Coast

  18 Hargrove Grade Ste 101 Palm Coast, FL 32137-5161

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:09/23/2025

  Type:Order 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 hired a limo for my wife's birthday celebration. Contract with ************ had typo error for the date requested. I cancelled with 24 hours advance notice since the date they were expected to provide service was incorrect. They were not able to accommodate the change of date. Company then refuses to refund any of the fees already taken for the full amount of the expected service. They charge a 100% cancellation fee even when no money was out of their pocket with a 24 hour notice of cancellation. Change in date is allowed with 24 hours notice per contract but they didn't honor that. The fees charged included fees for chauffeur gratuity of $210 (No "chauffeur" was used), Energy Surcharge $125 ************ was used), $15 Administration Fee (just additional profit) and a time-related hourly charge $150/hr x 7 hours = $1,050.00 (no time was used at all). So, a total of $1400 in fees were charged for a limo and driver that were never used. Gratuities by definition are optional. This is unethical and egregious behavior by a company who seems to believe that once they have a client's money they don't need to give it back even if it has been unearned. I will be happy to send full contract language that essentially says cancellations are allowed but refunds won't ever happen. This behavior is so anti-consumer that this company needs to be looked into and redirected on their business practices.

  Business Response

  Date: 09/23/2025

  To Whom it May Concern regarding BBB complaint from Mr *************** summary, on 7-3-25 at 8:02 pm ( the Client)  ******* ***** made an online reservation for limousine service for  7-12-25 at 12pm.
  On 7-11-25 at 12:05 pm we received a call from the client wondering where the limousine was that he booked online for the date of 7-12-25 12 pm. I instructed Mr ***** that his reservation that he made online was for 7-12-25 at 12pm not 7-11-25 at 12 pm.
  He proceeded to argue with me, stating that the reservation he made was for 7-11-25 however after he realized that he made a mistake on the date, he requested we come right now. Which was 24 hrs before his actual requested date of service.
  I informed Mr ***** that we could not come right now as the vehicle he chose was not available 24 hrs before his reservation date and we needed more notice to provide a service that was 24 hrs before the actual date.
  I informed Mr ***** that we were ready to provide his requested service from his online reservation that he made himself for 7-12-25 at 12 pm.
  Mr ***** was not agreeable to keeping his scheduled reservation and decided to cancel with less than 24 hrs notice.
  Our cancellation policy attached ( which he agreed to via email ( also attached ) clearly shows that we have a 15-business day notice for all cancellations. Mr ***** was cancelling less than 24 hrs from his reservation date.
  We offered Mr ***** the opportunity to keep his reservation for the date he chose, and he declined and stated please cancel, my mistake.
  We have all documentation to support our policies and that the client chose the wrong date and cancelled last minute. The client was well aware of the policies as he agreed to the terms and conditions both online when he made his reservation for the wrong date and via email before he was charged.Unfortunately this client has spread false narratives stating that we offer last minute cancellations, which we do not.
  Once we obligate a vehicle for you for that date and time,we remove it from available vehicles resulting in loss of revenue if you cancel last minute. This is why we have our cancellation policy in place to avoid last minute cancellations. This client has threatened to report us to every possible place and has even given us 1 star reviews on our business listing.
  We were ready and available for his date and he chose to cancel knowing the policy. We also reached out to this client and offered him $750 worth of service as a courtesy for a date during the week or a Sunday and he went off on another tyrant. Happy to provide additional documentation should you require it. 

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23922453
  
  I am rejecting this response because the business has not provided evidence that it lost any reservations  or revenue because of the cancellation and Florida courts consider 100% cancellation fees unconscionable unless the business suffered losses or reasonably would suffer losses equaling the cancellation fees. This business completely ignores the fact that the cancellation fees are completely and unreasonably too high in this instance. And yes I am reporting them to every agency and then filing suit if they continue to be obstinate.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/24/2025

  This client is in the wrong. He attempted to do a chargeback through his bank, the bank found in our favor not once but twice. As we sent all supporting documentation to the bank on his initial chargeback request and his appeal. The bank found in our favor twice due to our documentation. 

  We turned other clients away for ** ***** requested. Date, time and vehicle which was on a very busy Saturday.  ** ***** also lied to the bank stating that he never saw our terms and conditions however we provided supporting documents proving that he agreed to the terms and conditions both online and via email BEFORE he was charged. 

  If a client does not agree with our terms and conditions they are free to cancel their reservation request without any cancellation fee. This client was well aware of our terms and conditions. 

  ** ***** has lied repeatedly both to The BBB and to the bank. The client made his own reservation online for the wrong date. We were ready and obligated to him for said date. He cancelled last minute. We are in the right. We will no longer continue responding to the back and forth from ** *****. 

   

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23922453
  
  Yes the bank sided with them but I am rejecting this response because: although this company has a contract with terms and conditions, the terms and conditions are simply illegal in my opinion. The charging for gratuities and fuel expense for a service that never even happened is just one example that is never addressed by these unethical people. They want  to accuse me of lying but there is no lying here. There own contract says that change of date is allowed with 24 hours notice. They are just a greedy couple who happen to run a shady business with poor business practices. Any reasonable cancellation fee would have been acceptable to me but refusing to provide even a partial refund for unearned services is wrong. All I can hope is these sleezy people will learn a ****** from this, but probably they won't. They are possessed by greed.
  
  Sincerely,
  
  ******* *****