Complaints

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:07/05/2023

  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.

  We prepaid for Carmel Car & Limousine Service to provide a car to pick us up from *** to take us home on July 1st after our flight. Our flight was scheduled to land at 9 pm and we scheduled the car to be available at that time. Carmel Car & Limousine Service guarantees a car will be waiting at the scheduled time. When we landed we received a call and said the car will be at passenger pickup C at terminal 8 after we got our bags. We made it outside at approximately 9:30 and there was no car there. We called the company and they said the car should be there. They connected us to the driver who then argued that we didn't prepay and that we should pay him in cash. We disputed this and the driver hung up on us. Then after repeated attempts to reach the driver again and having the company dispatcher promise that the car would be there any minute, we go a notification that a new car would arrive shortly. The dispatcher then said the first driver had a flat tire. After being promised that a car would be waiting for us and prepaying for that service, we waited over an hour and a half for a car to arrive and had to deal with unprofessional and rude behavior along the way. This is unacceptable and we should be refunded the cost of what we paid because the company's guarantee was not fulfilled. I attached the receipt which includes the flight and information and the company text notifications with the time stamps.

  Customer Answer

  Date: 07/29/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Carmel Car & Limousine Service regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 08/01/2023

  Dear ***,

  The customer booked a transfer and paid in advance. The Customer flight arrived at *****. Since regular flight arrival varies, we always monitor the flights and make sure that there will be drivers in the airport at the customer's arrival time. The customers are instructed to call after arrival & after they pickup their bags, so we'll know when to send the driver to the pickup location. The reason being that the driver is not allowed to park and wait at the pickup point in the airport. In this case we had driver # ** assigned to the trip, and he was waiting on location from 8:51P until 9:29P. He was released as the customer didn't call yet. The customer called at ***** and a different driver # B713 was assigned and was waiting on location within 4 minutes (at 9:58P). At 9:59P the customer got a message that the driver is outside. The driver waited on location until 10:16P and he asked permission to leave the location. The customer called at ****** looking for the driver, but the driver responded that he left already and he can't go back as he got a flat. We immediately assigned driver # B212 which was on location a minute later. The customer got another message that the new driver was outside waiting for them at 10:27P. The driver finally picked up the customer at ****** and dropped the customer off safely at ******. As far as the claims attempt to charge or rudeness, our drivers denied these accusations. In regards to the delay between the customer's arrival time and the pickup time, we did our best to pickup up the customer as soon as they arrived including sending 3 different drivers which attempted to pickup the customer, until the successful pickup. We apologize for the inconvenience, however the service was provided and the customers were dropped off safely, so there is no justification for a refund.

  Sincerely,

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

  Carmel Car and Limo Service.

   

  Business Response

  Date: 08/26/2023

  Dear *** ***************** we said previously, we did the best to pick you us as soon as possible and we even sent three drivers, which waited for you in order to pick you up and one of them finally did pick you up . You received a service and you were transferred to your destination safely. We are sorry that you are not happy with the outcome of you complaint, however you can't expect to get a service for free. We are a business and we charge in order to survive. This will be our final communication in regard to this case. We apologize for any inconvenience.

  Sincerely 

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

  Carmel Car and Limo Service

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are still missing the point and claimed that they had 3 drivers wait for us. This is incorrect as no one was actually waiting for us and we waited for the last driver that was able to pick us up. Their last claim that they are a business that needs to charge to stay afloat is their attempt to play the victim rather than acknowledge fault in any way. I do not accept this response and if they refuse to accept responsibility, then I hope BBB posts this so people are aware of the poor practices of this business.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/28/2023

  Type:Product 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.

  This ride service has cancelled 2 rides at the time of pickup. I travel for business and the reason given is the driver is unable to make it. Cancellations like this should have at least a 10 minute notice. The cancellation is preceded by, the driver is going to be 10 minutes late, then followed by a phone call that the driver isnt able to make it. I also scheduled a pickup at *** for delta flight **** from **********, ******* at 7:15 AM on 7/28. I have an email receipt for this. Somehow, the time was changed to 12:15pm, not my be. There is no email notifying me of the change. My flight also lands at 6:30 am, why would I change it to a 12:15p pick up. Lastly, when I have flown into ***, particularly with a 6:30 AM arrival, the drivers that have picked me up spend their time complaining about how difficult the drive is from *** to Harlem. I find this ridiculous and honestly I dont want to hear it. The reality seems to be their drivers dont want to pick up a passenger from *** to Harlem, hence the repeated complaints by their drivers and the mysterious time change.

  Business Response

  Date: 05/12/2023

  Dear Sir * Ma'am, ****

  ************************ is a frequent traveler with **. She travels every few days and we appreciate her business. The complaint is a general complaint and missing specific details such as trip number. In order to reply specifically we'll need more details to find out what happened at specific trips or specific situation which ************************ is complaining about. In general the drivers are independent contractors and we can't control their conversation with the customers. As far as trips which are being cancelled, there are situations such as bad weather or streets closures which forces ** to cancel trips. We always notify our customers in advance, we apologize and we sent a discount voucher for the next ride, as an apology token. If the customer paid for the trip he is being refunded instantly. We apologize for any inconvenience caused to ************************ and we hope she will continue to travel with ** in the future.****

  Sincerely****

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

• Initial Complaint

  Date:04/20/2023

  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.

  On March 31st I booked your pick-up service for a trip to ******* (Thru Expedia). Expedia itinerary: ************** Upon arriving I called the dispatch, as instructed, the dispatch could not tell me where to meet the driver, instead she asked for a door number, which I gave her. Roughly 15min later the driver still had not arrived, I called dispatch again and waited yet again another 15 min still no driver. I was traveling with my 2 young children and a husband on crutches and that is why I was relying on this company's services to avoid the hassle of waiting for transportation to our hotel. After a frustrating back-and-forth with dispatch and a driver telling lies, he showed up 45 minutes late! There was no apology whatsoever. When he dropped ** off at our hotel my husband gave him an undeserved tip. The driver had the nerve to ask for a bigger tip, I was completely shocked with the lack of professionalism and the audacity of this person to think he deserved a bigger tip. I immediately contacted customer ********************** to report this issue. When I finally received a call back from customer ********************** I explained what had occurred and requested, at the minimum, a partial refund given that the company did not provide the service I paid for. The person said that management stated they would not be issuing any kind of refund and again was completely unprofessional on the call. She stated that I would have to contact Expedia for a refund. When I asked to speak to a manager she said she was the supervisor, although she had stated her response to my complaint was issued from management. I insisted on speaking with management to which she replied, and I quote, "Managers do not speak to customers". This blew my mind, how is this possible to run a business with that type of disregard for your customers. I contacted Expedia who stated they could do nothing regarding a refund, that It would have to come from Carmellimo.

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  We booked a round trip shuttle for our vacation in June 2022. Trip was February 12, 2023 to February 18, 2023. I confirmed everything the week prior to leaving. On February 12th, Carmel Car and Limo picked us up as scheduled at ***************** to our hotel. On Thursday February 16th, I called Carmel to confirm our ride ******************* on the 18th. They confirmed everything was fine. On Friday evening about 6 pm, I received a text that our ride was canceled for the 18th because they didn't have any drivers. So I first of all had to scramble to find another ride for 430 a.m. the next morning. Finally found one that charged us $57 for the ride. I had already paid Carmel $87 for a round trip shuttle. I tried numerous times to reach Carmel for a refund on the return trip. They finally agreed to a $39 refund. However I feel they should also reimburse me for the new ride that I had to find for $57. After booking months in advance and confirming everything, only to be canceled, no one should use this service.

  Business Response

  Date: 03/07/2023

  Dear Customer,

  We received ********** reservation through Expedia. As always we are doing our best to cover our mutual customers needs. On 2/17/2023 our ********* affiliated altered ** that he had a problem with drivers for the following morning. We tried to search for other drivers, however without success. We notified ********** of the problem immediately, so she could find a local replacement service in time. ********** never paid Carmel Limo for that trip. We would have been paid by Expedia if we would cover the trips, as we did with ********** first trip. Since we didn't provide that service, we authorized Expedia to refund the customer. As a policy we do not cover customer's alternative expenses. In general, we get paid only for the service we provide. We apologize to the customer for the inconvenience caused to the customer.

  Sincerely,

  ***********************************, C.S. Rep'

  Carmel Car and limo Service.

   

  Business Response

  Date: 04/25/2023

  Dear **********************,

  As we previously replied we received ********** reservation through the Expedia platform. On 2/17/2023 our ********* affiliated notified us that he had a problem with drivers for the following morning and he couldn't cover ********** trip. We tried to search for other alternatives, however with not much success. We notified ********** of the problem immediately, so she could find a local replacement service in time. ********** didn't pay Carmel Limo for that trip, instead she paid Expedia which would have paid Carmel, if we covered the trip. Since we didn't provide that service, we weren't paid and we authorized Expedia to refund the customer for that trip. It's also important to mention that ********** paid Expedia a discounted $87 for two trips, one of them was serviced by us. As a policy we refund for trips we do not cover, as we did in this case, however we can't be responsible for paying the customer's alternative expenses for *********************** given by other companies. We apologize for the inconvenience caused to the customer. That is our final decision. 

  Sincerely,
  ***********************************, C.S. Rep'
  Carmel Car and limo Service.

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Carmel Limo charges passengers full toll rates even though all drivers have EZ Pass. According to *** this is illegal. How can BBB help?

  Business Response

  Date: 02/21/2023

  Dear ********************** and *** ******,

  Carmel Car and limo service always works in accordance to *** *** rules and according to the local and state laws.

  Carmel's drivers are not a company employees. Instead they are independent contractors which works with Carmel Limo Service. Carmel recommends it's drivers to transfer the ** pass discounts to the customers, but according to the law (*** rules), the drivers can't be forced to do so. Carmel brought the issue to the **** due to its customer's complaints, but the *** never ruled and forced the drivers to charge the ** pass discount rates, as they did in the yellow cab case for example.

  To conclude, Carmel Limo prefers to pass the ** pass discounts to its customers, however until the *** will rule otherwise, the issue will remains up to the drivers discretion if to provide the discount or not.

   

  Sincerely,

  ***********************************, C.S. Rep'

  Carmel Car and Limo Service.

   

   

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 11th of December we book a transfert from *********** to Manathan on 16th of december for 5 persons and paid $109,02 (trip ID ************* arriving to airport we follow the instructions so that after baggage retrieval we called Carmel services at 11:57PM They told us that The taxi will arrive 15 or 20 minutes later.We wait around 35 minutes and no taxi arrived so we call again at 00:36AM and they answered us that new taxi will arrive on 15 minutes So we wait second time for 30 minutes and nothing We call again at 01:03AM and same answer. Waiting for new taxi and nothing Other call at 01:24AM, same answer but nothing again Other call at 01:38AM to cancel the transfert with Carmel after almost 2 hours waiting in the cold with 2 children We took another taxi because airport service told us that they will close the airport and that we should leave We had to pay $120 for this taxi After that we opened a reclaim on Carmellimo website and called us many time in order to be refund as the contract has not be respected from Carmel The only answer from them is an e-mail of apologies and a $12 of discount for new trip We cant accept this answer and are waiting for a refund

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I receive the ************ by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/05/2022

  Type:Product 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.

  We booked an airport transfer with Carmel via *************. We pre-paid 150 for collection/drop off from and to the airport. We were late departing ****** and were held for an hour above ******* whilst we waited for a storm to pass. Upon arrival at ******* airport we went through security, collected our bags and called Carmel. We had to call them as there was no driver waiting, even though the condition of the purchase stated a driver would be waiting at arrivals with our name on a board. When calling the number they provided, the operator could not find our booking, after providing several personal details they couldn't find our booking. We were left to wander around the airport trying to find the driver. . We called again 10 minutes after the first call, and this time they managed to find the booking and after being on hold we were advised that the driver had been sent away. This driver was sent home after our initial phone call. Carmel have deemed it appropriate to keep our money. They have refunded half due to the cancellation of the return trip but they were at fault here. They had the flight information to track the flight, we called as soon as we were legally allowed to as Airport Security will not allow you to use your phone whilst waiting in line for customs. We called before the driver was sent away but their call handler was clearly unable to perform their job correctly. Expedia have been contacted several times but they can only contact Carmel who say no to any refunds.They also said we called at 6:17 but this is clearly wrong as I have provide proof of call log. The time says 23:00/23:10 due to the log being from a ** mobile phone which is 5 hours ahead of the **. The chat proof is Carmel's response to Expedia chasing for information.I am a disabled person, was travelling with two small children and they have treated us appallingly.

  Business Response

  Date: 10/07/2022

  Dear Sir,

  Our rules for pickups from the airports are that we send drivers to the airports only after we monitored the specific flight, in order to adjust the driver arrival waiting time to delays or to cancellations in flights. Then the driver will wait up to an hour from the time the flight arrived into the terminal. In the current situation, the flight landed at 4:55P local time after being late 95 minutes. Our driver monitored the flight and arrived to the airport before the flight landed. Since our driver noticed that the customer didn't call yet (as per voucher rule, which requires the customers to call after they arrive) and his time in the airport is about to expire, he tried to call the customer, but didn't get any response. The time had expired with the customer not showing up. The driver gave it another 10 minutes after waiting an hour, and he left the airport, after being released by dispatch, at 6:05P (local time).

  The customer called us at *****, where we had to notify him that the driver was waiting all that time and he was released. Unfortunately we can't refund the customer for that leg of the trip, as the driver was waiting more than the regular waiting time and he had to be paid for the trip. These rules are the accepted rules all over the industry, as no driver will wait in the airport, if they won't be paid. We apologize for the inconvenience. 

  Sincerely,

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

  Carmel Car and limo Service.

   

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I called Carmel at exactly 6pm, whilst the driver was still at the airport. I have provided proof of this call. We suffered due to the inadequacy of the Carmel employee who failed to provide us with a sufficient service or provide necessary information during the call. The driver did not phone us instead we received a ******** message. Nowhere in the agreement does Carmel state that ******** will be a form of communication used. This app was not looked at and due to data roaming it would not have been considered a tool to use in locating the driver.

  Carmel are at fault due to the call handler being unable to do their job correctly and leaving us in the dark.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/28/2022

  Dear ***,

  The voucher is written very clearly and it requires the customer to call when they arrive after they pickup their bags. It doesn't require Carmel to call the customer, as the driver never know when the customer is available and ready to go. ********************** will sometimes use phones or ******** as an extra tool when the customer have an international phone number and they don't call or they don't answer before we release the driver. However the responsibility to call within the grace ****** of the driver waiting time is totally the responsibility of the customer. In addition even if the customer called at 6P (as they say), it was after the end of the one hour grace ****** as the flight landed at 4:55 and the driver had to leave. Unfortunately we have to decline the refund as the driver had to be paid for his time. Again we apologize for the inconvenience, and we see this matter closed.

  Sincerely,

  ***********************************, C.S. Rep'

  Carmel Car and Limo Service.

   

   

   

   

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 prepaid for 2 trips scheduled for 9/6/2022. The first was for 8:15am. At 8:10 we received a text that the car would be 10 minutes late. 15 minutes later we called Carmel to ask where the car was and they told us the car was not coming because they had no drivers. They charged us $62.12 for that trip that we never took. We had another reservation on the same day with the same company, also prepaid, for 4:45pm. At 4:30 we got a phone call from Carmel saying they had no drivers for our 4:45 pick up. I spoke to the dispatcher who said she would continue to search for a driver but advised us to take another form of transportation if we found one. We needed to catch a train from ************ and finding a cab in Queens during rush hour is impossible. I called another company who was able to accommodate us at the last minute. Meanwhile Carmel charged us $77.72 for the pm trip we never took. We have called the company repeatedly but there is no separate line for customer **********************. All I want is to be refunded for the 2 trips that I did not take.

  Business Response

  Date: 09/10/2022

  Dear ***,

  We had on that day a few problems with cars due to the weather, where the morning car broke down and the car scheduled for the afternoon was running late and the customer choose to cancel the trip. The amount paid for morning car was refund immediately. We also emailed the customer a $12 discount voucher for the next ride, as a compensation for the inconvenience. The amount paid for the car scheduled for the afternoon, was refunded a couple of days later, due to technical reasons. We apologize for any inconvenience caused to the customer.

  Sincerely,

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

  Carmel Car & Limo Service.

   

   

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Billing 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.

  On August 11th 2022 while vacationing in *************** I went online and scheduled limo service for Friday August 12th at 12:00 noon to go from the ********************* to *********** Airport (MSY). Carmel Limo scheduled the trip and took two payments from my account of 72 dollars each. On Friday we were waiting at the hotel to be picked up and no one showed up. I called the limo service several times about where they were and was told the trip had never been scheduled. We were trapped at the hotel and had to take a taxi cab to the airport. Meanwhile the limo service had charged my account twice for the trip they never performed. On Saturday I checked my bank account and found they had cancelled one of the payments. On Tuesday I checked and they had taken payment out of my bank account. When I called them to complain they said they had no record of any trip ordered at all. I requested my payment back and they refused saying there was no trip scheduled. So basically they stole $72.00 from my bank account and refuse to return it. My bank is *********** in *****, **. I have given them permission to release any records to the BBB as necessary.

  Business Response

  Date: 08/31/2022

  Dear sir,

  ******************** did book a trip through our system from *************** to MSI and paid $72. The reservation does exist in our system and we did dispatch a driver. Unfortunately the car, which was planned for the pickup, broke down in the last minute. Due to a technical mistake, we didn't receive the driver didn't report that he didn't pickup the customer, so we were not aware of the problem. We believe that the customer called to complain, but a complaint was not filed, since the reservation wasn't found in the system, based on the customer complaint. The only reason that it might happened is that the name on the reservation was spelled "********" as the customer spelled it (Per our recording). However on this complaint (BBB) it's spelled "********". We still don't know what is the customer correct name. As was mentioned, we charged the customer one charge of $72 and as soon as we found out that the service wasn't rendered, we started a refund process immediately. The customer should have his refund in a few days. We deeply apologize for the inconvenience caused to the customer.

  Sincerely,

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

  C.S. ***** ********************** Limo Service.

• Initial Complaint

  Date:07/25/2022

  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.

  Hello *********************************. This is Carmel Car Service. We regret to inform you that we are unable to provide you with transportation tonight in ***************, as our local affiliates are unexpectedly booked. At this point, the reservation has been canceled and you have to contact Expedia to seek a refund. We sincerely apologize for any inconvenience this may have caused you.Hello *********************************. This is Carmel Car Service. We regret to inform you that we are unable to provide you with transportation in ***************, as our local affiliates are unexpectedly booked. At this point, the reservation has been canceled and you have to contact Expedia to seek a refund. We sincerely apologize for any inconvenience this may have caused you.

  Business Response

  Date: 07/28/2022

  Dear Sir/ Ma'am

  The customer did book cars with us through Expedia. Unfortunately our affiliate in *************** wasn't available at the dates the cars were booked. We notify the customer of the problem and we directed them to call Expedia for a refund, since they booked the cars and paid for through Expedia. As soon as we got the refund request on 7/27/2022, we authorize a full refund. The customer should have gotten by now the refund from Expedia. We apologize for the inconvenience.

  Sincerely,

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

  Carmel Car a7 Limo Service