ComplaintsforSpider Bite Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 3/2023, I called Spider-Bite Limo to reserve a limo for the P!nk concert for 7/31/23. At the time, I was quoted a price ($275) which I paid in full. I t turned out to be the wrong price. It was considerably higher ($600). The owner called to explain what happened. I agreed to the refund of $275 and rebooked with a $100 deposit. The balance of $500 + 20% gratituty was to be paid the night of the event. It was the right thing to do. Beginning of July, I called and confirmed my reservations were still confirmed. They said they would reach out to collect times & addresses for the pick up. Roughly 2 weeks before the show, I got a call for pick up times and addresses. We agreed to do a 4:45 pick up and addresses were provided. A week before the show I was on the phone with the company several times regarding my reservation. Between Friday and Saturday, there were 9 calls between me and the company. In question was the pick up time. Claire shared concerns the time would run over if they started pick up at 4:45. I told her I had never done a concert at Fenway and asked if the drive had a time he recommended. She said it was up to us. In an effort to not run over causing more money to charged, we decided to push the pick up time to 5:30. The concert started at 6 and we would miss the opening acts but didn’t want to have to leave early and miss the main event. I communicated this to Claire one on the calls we had Saturday. She then said to bring extra cash to paid for the tip and parking. This was the first time parking fees was mentioned. I told her I was unhappy about this. There were 3 hrs we were not using the car so the driver could find a MB to park for free. She said it was up to the driver where he wanted to park. i told her I was unhappy about the extra fee and as of the close of business on Sat, we didn’t have a ride. That night we decided to drive ourselves. If we had to pay for parking at least I had control over how much if I drove.

  Business response

  08/04/2023

  ****** called Spider - Bite Limo on 2/14/23 and asked how much it would be for a limo to Boston. The person on the phone gave her an estimate of how long it takes to drive from ******s location to Boston which was 3 hours, which is why ****** bought the 3 hour package. Jon the owner looked at this reservation and contacted ****** and asked her where she was going and what she was doing that is when we fixed the reservation and explained to her why the other package was for her. So we refunded her the money and she went and put the $100 non-refundable deposit down on the limo. So from February to June we didn't hear anything from ****** and we still needed to know how many people and address for the pick up was not given to us, we left several messages for her to call us so that we could give the limo driver this information. On July 28th we called and left a message and then on July 29th we called no answer left a message mind you that her reservation was for July 31st and we still didn't have a pick up time or how many people in her party. She then called July 29th in the afternoon and talked with Claire to give time and number in her party, she then called my other shop and talked to Liz to change the limo time, Liz doesn't even work for the limo so I don't know why she called the other company. Then on Sunday I had received a message on the adult store phone stating that she wanted to cancel the limo and wanted her deposit back. We accommodated ****** this whole time and on our website it does state that the deposit is a non - refundable deposit and by making that deposit she agreed to our terms and conditions that clearly are stated on our website. The parking is clearly stated in our terms and conditions that it is up to the client to provide the fees for parking it is not included in the fee for the limo. We could have had the limo booked for another party but ****** choose to cancel last minute and stating the parking was stressing her out that is why she canceled the limo. I have emailed and talked with ****** stating that on our website and she was also told the $100.00 deposit is a non - refundable deposit.   

  Customer response

  08/04/2023

  When I initially called Spider-Bite the first time in March, I told the person who quoted me 3 hours this was for a ride to and from the P!nk concert.  She did not factor in the wait time for the show and I believed we could hire the limo for a ride down and a ride back.  I did not know I had to pay for the wait time until John called me back.

  I had several conversations with the limo company prior to the week before the show.  I called them in early July to confirm I had the car.  The only calls from them I received were the week before the show.  That is when I had provided the addresses and phone numbers.  The only thing in flux was the pick up time.  I called the next day and indicated we wanted to be picked up at 4:45.

  Friday before the show is when the limo company called me to discuss the pick up time.  She said they believed my time would run over if we got picked up at 4:45 as that would mean the last drop off would have to completed by 10:45.  I told her I didn’t want to leave the show early so what did she suggest and she said it was up to us.  So we regrouped and decided on 5:30 pick up knowing we would miss the opening act but would be able to see the entire P!nk performance.  From Friday to Saturday there were 9 phone calls - them to me, me to them - and only the last one mentioned parking.  “bring extra cash to tip the driver and pay for parking”.  I knew about the 20% gratuity but not the parking.  I told her there were 3 hours that we were paying for and not using the car.  I felt that was ample time for the driver to find a free parking spot and she told me “it’s where he prefers”.  I told her I was not comfortable giving the driver a blank check for parking.  She said she understood and agreed this was more stressful than it should have been but was unable to help me get it resolved.  I checked parking in Fenway on line and found it can run $150 for a show with a car, let alone a limo. .

  After contacting the people in my party for the 7th time in 2 days regarding our transportation to and from the show, with the news the limo service quoted at $275 initially, now at $600 plus $120 gratuity would not be more for parking and we didn’t even know how much that would be.  The cost of the ride was now going to surpass the cost of our concert tickets.  

  Based on the amount of effort that had gone into securing our ride and a commitment I had on Sunday that limited my ability to spend more time with this company, we made the decision to drive ourselves.  This gave us the ability to determine how much we were willing to pay for parking.  I sent an email  and left a message on their answer machine.  After not getting a response from anyone, I called back at 12:30 on Sunday to confirm we would not be using the service.  It was only after I cancelled did I hear from Misty.

  Business response

  08/25/2023

  ****** was all set, the owner called her and told her she was all set. If ****** would have read the terms and conditions before paying the non-refundable $100 deposit she would have seen the part about parking at the beginning of the trip preparations. It clearly states on our website our terms and conditions are there and we do disclose before making the deposit that you agree to theses terms.  It was ****** to make the decision to cancel the trip the day before we did not force her to cancel and she also called my other businesses to make changes which are not connected to the limo company which stressed my staff because ****** talked to someone that knew nothing about her situation. So again the $100 is non-refundable as stated on our website.       

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