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:04/29/2025

  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.

  I flew out ******* on 4/15 and arrived in ************** on 4/16. Carmel Limo did not provide me a ride from airport to hotel. They said booking was for 4/15 and I was a no show. I explained I did not arrive until 4/16 and wanted them to help me by providing a ride on 4/16 or provide refund. There was a mistake on pick up date as it did not match the actual date of arrival. I was told they are not able to help me due no refund policy. I do understand why they could not refund me as I did not get my ride from airport to hotel. They refuse to help me on 4/16 to get me ride that I already paid for. In addition I believe their toll fees are not clear no booking website. But I am mainly complaining about not providing ride, not providing refund when no service provided, and unwillingness to help.

  Business Response

  Date: 05/03/2025

  Dear Sir,

  We received a reservation from Expedia dated 4/15/2025 in the morning. As we checked the customer flight, we found out that the flight arrived at 8:29A. We dispatched a driver (#**) who waited on location from 8:25A until 9:35A. After the customer didn't show up and after they didn't reply to our call, we released the driver. In general we should emphasize that dispatching a driver and the drivers' waiting time have a cost, as drivers don't work for free. A few days later on 4/21/2025, we received a refund request from ******* due to a scheduling error. We explained then as we explain now that no one warned us ahead of this mistake. If we were notified we were changing the pickup date to the desired pickup date. However after the fact we can't refund the customer, as the driver was dispatched and was paid. Unfortunately the mistake was made by the customer or by Expedia, not by ********************** Limo. There is no reason that Carmel will bear someone else's mistake. We apologize for the inconvenience. 

  Sincerely,

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

   

• Initial Complaint

  Date:12/27/2024

  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.

  Hello ~ Please take ******* ******** off your mailing list. She is deceased. Thanks.

  Business Response

  Date: 01/08/2025

  Dear Sir,

  We understand that the complaint / request is to take the deceased name from our mailing lists. Be assure that we will fulfill this request and we will take off that name from all our mailing lists.

  Sincerely,

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

  Carmel Car & Limo service.

  Customer Answer

  Date: 01/08/2025

  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:11/04/2024

  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.

  Because service drove my son who is autistic from ****************** to our apartment in *********. The driver told my son the amount to give him in cash. Although I told the driver I would pay him for tips and tolls by credit card. All events, the driver overcharge my son for the tolls, by nearly $10, as is readily evidenced by publicly available information on tolls for the route. Customer ********************** has not been responsive. I want a refund for the tolls and for the $31 tip given the driver.

  Business Response

  Date: 11/08/2024

  Dear Ma'am,

  *** ****** did order a service for her son and the service was rendered. At the end of the ride the driver requested the customer to pay the tolls and the customer decided to pay the tolls and tip in a form of cash. The driver didn't know that the customer is autistic. After the payment was completed *** ****** came down and demanded that the driver return the cash and she'll pay via credit card. The driver complied and the driver left. On the next day (10/28/2024) *** ****** filed a complaint about the driver overcharging her autistic son. Our customer ********************** team member called *** ****** on the same day and forwarded her complaint to management. Our management found out that the driver mistakenly overcharged $2.32, so management approved a refund for that amount. When our C.S. member called *** ******* she wasn't happy and this time she requested the tip, she paid willingly, as well. We approved that as well. We refunded the customer $33.32 which included the toll mistakenly overcharged and the tip she paid. Today the customer called again and we informed her that she was refunded. The customer replied that she was okay with the refund.

  Sincerely

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

  Carmel Car & Limo Service

   

• Initial Complaint

  Date:06/04/2024

  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.

  Today 6/4 my husband and I were picked up at the Brooklyn cruise ship port by a car from Carmel limousine and ************ We had paid $82.00. The driver who picked us up was a ******* man, didn't speak one word of English, didn't understand one word of English, had a TLC license, had a dirty vehicle. The ********************** app allows the customer the option of tipping the driver however much they feel the trip was worth or not tipping at all. I had intended to tip that way. Similar to uber. When we arrived at our home the first thing this driver did was DEMAND a tip, the amount he wanted, in cash. It was extremely difficult to understand him. He demanded my debit card which I did not give him, kept insisting my husband and I give him a tip. He got very angry and wouldn't open the back of his SUV until he got something. My husband kept telling him to open the back. He wouldn't. My husband gave him $10. By this time he finally opened the back and we quickly pulled out our luggage. He was quite angry that all we gave him was $10. He kept demanding more from what little we understood. My husband and I felt very threatened by this man. We don't understand how he was approved a TLC license when he didn't understand or speak one word of English. Carmel is not a reputable company if this is the service they provide.

  Business Response

  Date: 06/18/2024

  Dear sir,

  The customer did order a car from ********************** Limo. The car was provided and the service was rendered. As far as the driver's English ability, the driver is an independent contractor which was approved to drive by the NYC TLC. This approval doesn't require the driver to speak fluent English. Since some of our affiliated drivers come from different cultures, they talk loud. It can sound uncomfortable sometimes. We apologize for the inconvenience caused to the customer. Since the ********************** was provided we don't see any merit for a full refund, however we did see a reason to compensate the customer for the inconvenience. So when the customer complained to us before they complained to the BBB, we decided to refund the customer $15. The customer was refunded $15 through their credit card.

  Sincerely,

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

  Carmel Car and Limo Service.

  Customer Answer

  Date: 06/18/2024

  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 carmel did not take responsibility and we did not know that they outsourced their business to contractors.  We were expecting a decent car with a decent driver. If I had known that their "services" were so awful and advertised falsely I would have never have used them.

   

   

   

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

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

• Initial Complaint

  Date:05/01/2024

  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.

  To whom it may concern,I am writing on behalf of my principal, ********************************. On 04/07/2024, ***************** booked Carmel ********** Service to take her from ********* to ******************** in **********. The ride was scheduled to take about 1.5 hours from departure to arrival. *****************, who resides in **********, is not familiar with New York / New Jersey highways and therefore did not realize that the driver was taking her to the wrong location until they had driven nearly 1.5 hours outside of ********* to an unknown property near the beach. The driver asked her if this was the house. She insisted no, and clarified that she was not going to a private residence but to ********************. At this time ***************** contacted her friends in ********* and requested their help getting in touch with Carmel ********** Service. ***************** confirmed that the driver put the correct address for Princeton into his navigation system; from their beach location there was 1+ hours remaining on the drive to the University.Due to the significant mistake, ***************** began following along on her GPS to ensure the driver was taking the correct route. She began to notice that he was going in the wrong direction again and contacted her friends in ********* for assistance with Carmel ********** Service. Carmel ********** Service attempted to call the driver and the driver declined the call. The company then contacted ***************** directly on her cell phone, she then placed the call on speaker phone for the driver to hear. The driver was dismissive of the call and did not take the operator's advice. At this point ***************** started to request the driver to stop the car so that she could get out; the driver refused.While on the phone with *****************, Carmel ********** Service told her to stay calm. ***************** felt as though this was dangerous advice.The driver began to head to *************; at this time her friends in ********* threatened to call the police if the driver did not stop the vehicle. ***************** had been in the car for 3.5 hours at this point and had been actively trying to get the driver back on track (or to stop the vehicle all together) for the last two hours. Luckily, ***************** was able to escape the vehicle at a stop and run to safety inside of a shop where she waited for her friends from ********* to pick her up.It is ********************* hope that by sharing this frightening experience with the BBB, action will be taken by the Carmel ********** Service to better protect their customers in the future. We are happy to provide supporting evidence if requested by BBB.Best regards,************************************ ************** mobile | ************ email | **********************************

  Business Response

  Date: 05/29/2024

  Dear Mr. *************** affiliated driver #**** picked up **************** from ********* to take her to *********, **. The driver picked up the customer on time and drove to ** and continued on 95 south. At Exit 11 he made a mistake and took the wrong turn and he ended up on the G.S.P Pkwy. At some point he realized that he made a mistake and he turned back to go back to the 95. Unfortunately when he got to 95 he made another mistake and got into S.I., This affiliate driver is a new driver which made some beginner navigating mistakes. He didn't try to harm the customer, instead he tried to take the customer to her destination. The customer at some point felt unsafe so she decided to exit the car. We must say that it was an uncomfortable situation, but at no point the customer was under any danger. Our driver manager talked with the customer when she was in the car trying to calm her down. We summoned our affiliated driver to the office and he was downgraded to take only simple trips, until he learned the maps. The driver wasn't paid for the trip by the customer. We in customer ********************** tried to call the customer without any success. We apologize for the inconvenience caused to the customer.

  Sincerely,

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

  Carmel Car and Limo Service

   

• Initial Complaint

  Date:04/08/2024

  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 picked up our house guest, April 7, *****pm, to drive her to *********************************, wait there for 3 hours, and bring her back.In approximately an hour and a half, the driver stopped at a location in ** and said that was the destination requested. It was not anywhere near *********. By using the passengers own GPS, they saw they were an hour and six minutes away from *********. By this time, as a result of fruitless conversation with the driver, the passenger realized the driver spoke no English. It was also apparent that the driver was unable to use a GPS. The passenger called us in ********* and described developments. She then tried to direct the driver by using her own GPS. This was of no avail. The driver kept on a route that indicated they were moving away from *********. We then called Carmel ourselves, were connected with a more senior person. He asked us to hold on while he called the driver himself. He informed us he was unable to speak to the driver as the driver appeared to speak no English. He said he would get a ******* *** English speaking Carmel person to call and speak with the driver. This person called and spoke to the driver and then to the passenger. He told the passenger that she should not be concerned, that the driver knows what he is doing, and that the passenger should not direct the driver. After further driving the passenger called us and said they were on ****************, in *************. The passenger had repeatedly asked the driver to stop nearby, but he did not. He finally did on *************. The driver then left. The passenger called us and we drove to ************* and brought her back. On what basis did the Carmel person assure the passenger that the driver knew what he was doing. Is Carmel allowed to use drivers who speak only *******? Does TLC allow this?

  Business Response

  Date: 05/03/2024

  Dear ***,

  - Since we were not provided with our trip reference number, we searched for the customer *** **********************, but unfortunately we couldn't find a customer by that name in our system.

  - In general our affiliated drivers are not hired by us, as they are not our employees. They are independent contractors, who were approved by the TLC.

  - There are drivers that talk languages other than English, but since all the work is being done via written communication, there is no TLC requirement or any tests to check their talking ability in English.

  - We apologize for any inconvenience that might have caused to the complainant "customer" based on their current complaint. 

  Sincerely

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

  Carmel Car & Limousine

   

   

   

   

   

  Customer Answer

  Date: 05/13/2024

  The Carmel trip number is:

  *********

  Business Response

  Date: 05/29/2024

  Dear ***,

  We already replied to the same complaint on complaint # ********.

  Carmel didn't hire that driver or any driver for that matter. These drivers are independent contractors which were approved to drive in *** by the **** Carmel can't limit drivers due to language difficulties.

  As we explained in the previous complaint the driver was a new driver which unfortunately made a couple of navigating mistakes. He didn't intend to harm the customer, he just tried to give the best ********************** he could, which obviously didn't work very well. After this incident we had a talk with the driver and he was downgraded to do only simple trips until he learned the maps. We apologized for the inconvenience caused to the customer.

  Sincerely,

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

  Carmel Car & Limo Service

• Initial Complaint

  Date:01/02/2024

  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.

  The company on their app does not disclose that there are additional fees, other than the fair that is shown, and when you click book, it just charges your credit card. After you take a ride for which there should be no toll, they then charged me a toll to return to ************* that was never disclosed to me, its fraudulent billing

  Business Response

  Date: 01/02/2024

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

  The ************************* took with ********************** Limo rides from August 2023. Her trips were always between Manhattan to **** There is no way to avoid the tolls between ** and **. It's specified in our APP (FAQ) as well as in our website or with our Operators / Dispatchers on live calls. ************** knows that the driver has to pay that fee whether he picks her up in ** or in **. She also agreed to pay that fee in the past, as this is a mandatory requirement. Carmel Car service does not gain from that fee, as that fee is going to the drivers. To summarize, that fee is like a tax forced by the authorities and we do inform about it on our various platforms. We are sorry about the customer confusing it as a fraudulent charge, and we apologize for any inconvenience caused.

  Sincerely

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

  Carmel Car & Limo Service

   

   

   

• Initial Complaint

  Date:11/21/2023

  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.

  Here is what they did - and what they always seem to do as this has occurred to me before. When I went to the airport on Nov 4 from Manhattan the driver went through the *********************. They chraged my credit card for the FULL amount of the toll of $10.17. However the driver uses EZ Pass so they are charged $6.55, So they are pocketing the difference. I called them several times about this and their response, "we will get back to you". Well, they have not. As I mentioned, this has happended before and I would bet ***** people do not notice it,

  Business Response

  Date: 12/06/2023

  Dear ***,

  The customer was picked up on 11/4/2023 and was transferred from Manhattan to *** airport. The driver passed through the ************** and he incurred a toll cost of $11.19. The cost of the tolls is not included in the basic cost of the ride, as is stated in our website. It's also stated on our website that the tolls cost from Manhattan to *** or *** is $11.19, since we don't know the terms of payment that each driver will use. The customer complained about the fact that the driver used his ** Pass and the customer was charged the cash cost of the toll. Our drivers are independent contractors which pay their tolls anyway they see fit. We recommend to our drivers to pass the ** Pass discounts to the customers, however we can't force our driver to do so. One of the reasons we can't do that is that there is no TLC rule which forces the drivers to charge one way or another. To summarize, the customer must pay the tolls costs, as stated on the website, as a mandatory cost, in the case they pass through a toll bridge or tunnel. We apologize for the inconvenience, but these are the rules throughout the industry.

  Sincerely,

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

  Carmel car & Limo Service

   

   

  Customer Answer

  Date: 12/07/2023

  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:

  Their answer is frivolous and contradictory. Why did they agree with me years ago when I issued a similar complaint?

   

   

   

   

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

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

• Initial Complaint

  Date:10/25/2023

  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 !6 oct Carmel didnt show up. i paid 66.50$ on my credit card. They issued a fake receipt without confirmation number. 3 times they refused to bring a car for me to jfk. They took my credit card details, charged me and they stole credit card details. I had to pay another 65$ for cab to jfk

  Business Response

  Date: 11/03/2023

  Dear Sir * **********

  The customer contacted our customer ********************** department on 10*24*23 and complained that no one picked him up and his CC details were stolen. We were looking at our records and we couldn't find any reservation or any charge for the customer on that reported date and time, or on any other date and time. We called the customer back on 10*25*23 and requested from him to provide any charges proof however he couldn't provide any charge proof or any reservation number. every reservation in our system must have a reservation number and the customer didn't have one. When we checked the attachment that the customer provided, it can be seen clearly that paper presented is a snapshot of a reservation processing page and that the reservation is not complete and not saved. The customer didn't complete the reservation and didn't save it. It can be seen clearly that he was almost at the end of the process and he was required to book the reservation. The customer failed to do so and in essence he didn't book the trip. The customer might have entered his CC details but it wasn't saved and wasn't charged. I might add that his CC details were not recorded in our system. If the customer would have saved his reservation he would have gotten an automatic confirmation paper with a trip number. If he would have completed the reservation, a car would have been dispatched and picked him up. We apologize for any inconvenience caused to the customer, however this complaint lacks any **********

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

• Initial Complaint

  Date:08/09/2023

  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.

  I booked Carmel Car service for an airport pickup ant 7:45pm and got a quote of $88.50 . I met the driver outside the terminal at 7:35 pm Upon drop off the driver claimed I had to pay a $20 waiting fee- he claimed he waited for me because my pickup time was changed to 7 pm. And he refused to let me go until I paid him $85 PLUS $20 and I also (stupidly) gave him a $20 tip. I called the car service to ask about that and they said I had no waiting fee, yet they refused to refund me the additional $20 I was fraudulently charged. Unfortunately I paid in cash. The drivers name is *************************. I want the $20 plus the $20 tip back!

  Business Response

  Date: 08/25/2023

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

  Our drivers are not employees, They are independent contractors working with us. As you mentioned the trip price was $88.50, not including the gratuity which was up to your discretion. You chose to pay cash including the tip, as the payment with your credit card didn't work when you booked the trip. When you paid cash, as opposed to C/C, we didn't have a way to know of any extra charges the driver might impose. The only way we can know about it, is for you to report to us of these charges. In this case you didn't report in real time, but as soon as we received your complaint, on our website on 8/8/2023, we started an investigation. Even though you didn't present to us a receipt to prove the extra charges, we took your side. At the end of our inquiry, we mailed you on 8/17/2023, a check of $40 to the address you provided. We apologize for the inconvenience caused to you, and we hope that the refund will cause you to continue doing business with us..

  Sincerely

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

  Carmel Car and Limo Service.