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City Lights Limousine Complaint - Limo Never Showed Up

Review by CJ31 on 2008-12-11
PITTSBURGH, PENNSYLVANIA -- I reserved this limo 3 weeks before my event, and it was paid in full a week prior to my event.

The limo was reserved for a group of 10 girls for a night on the town for a friends birthday. The limo was supposed to pick us up from the restaurant at 10:00pm. When we walked outside at 9:45, the limo was not there. I pulled out my phone and saw several "missed calls" from a strange number on my phone starting at 9pm. I called the number back, and it was the limo driver telling me that the "limo broke down" and wasn't going to be able to make it.

He then asked me how many people were in my party. I told him we had 10 girls, and he said "if your party would have been smaller we could have sent you a Lincoln, but because you have so many, there is nothing we can do". Why would I have ordered a limo to fit 12 people if I didn't have a lot of people in my party??

The man that called me was very, very nonchalant while he was giving me the news. I asked to speak to the owner of the company, or at least the same person I booked the limo with. I was hoping that maybe the owner of the company would have maybe had a "sister" company that they dealt with in times like this. If not, I was at least hoping the owner could make arrangements with another limo company for that evening, and pay for it with the "company credit card". Needless to say, I didn't get to speak to anyone but the driver.

Luckily one of the girls that was with us hadn't planned on riding in the limo with us, so she drove to the restaurant herself in a minivan. She became our limo driver (bless her heart). If she wouldn't have been there, we would have had to call other friends/spouses, etc... to come pick us up. To add fuel to the fire, it was pouring down raining outside, and the restaurant we were in was closing, so if she wouldn't have been there, we would have had to stand outside in the cold rain waiting on our rides.

I called the company first thing Monday morning to discuss re-imbursement, and I got the runaround for a few days. I didn't get re-imbursed until the end of the week. They did give me every cent of my money back, however, not one time did the owner apologize, offer discounted services, nothing!

I wrote this review for mainly one reason. I understand that things happen and that vehicles break down (although I don't really believe thats what happened. I really believe they rented our limo out to someone else), but my problem was with the way it was handled. The company should have "went out of their way" to accommodate us that night, and if they couldn't for whatever reasons, the owner should have called me himself, apologizing, and offering some kind of free/discounted service to make up for our disastrous night. If they would have done that one little small thing, then I wouldn't be writing this review.
Comments:7 Replies - Latest reply on 2011-02-20
Posted by yoke on 2008-12-11:
That really rots that they were willing to leave 10 women stranded, especially after it was paid in full.
Posted by TGT101 on 2008-12-11:
What evidence do you have that they rented this limo out to someone else? There would be no incentive for them to do such. What probably happened was what they told you. The limo broke down. They reimbursed the money, they called to tell you they couldn't pick you up, what else did you want?
Posted by yoke on 2008-12-11:
tgt, they did want to be reimbursed they wanted what they paid for. They should no concern that they were leaving 10 women stranded after the women paid for a ride. He may have been telling the truth that the limo broke down, but it was their obligation to make it right that night.
Posted by Anonymous on 2008-12-11:
stuff happens....the guy called to let you know...it took them forever,but you got reimbursed.....

Posted by CJ31 on 2009-02-17:
Yes, I got reimbursed, but if you read my compaint in full, you will see that my MAIN problem with this company is the fact that they did NOTHING to make up for it. They had an "oh well, stuff happens" attitude about it. Thats not a good way to run a business. If I would have gotten an apology, offer for free or discounted services, something, I wouldn't have been as upset. It was THEIR responsibility to provide us transportation for that night. If they didn't have any vehicles, the owner should have called around to other limo companies to get us transportation, and paid for it himself! If that didn't work, then a sincere apology, and an offer to make up for it would have been acceptable.
Posted by CJ31 on 2009-02-17:
And, I would also like to say that IT SHOULD NOT HAVE TAKEN A WEEK FOR ME TO GET REIMBURSED. I should have been reimbursed first thing Monday morning!
Posted by Dee66 on 2011-02-20:
I offer you my full support, CJ31. So often, it isn't about the lapse in service, which is bad enough of course. Its the way its handled, during and after, that really makes a difference. I have had a similar experience, and you're so right. If they had just tried really hard to make it right that night, and if they couldn't, then apologies and discounted services were the least they could do. If companies like this want to keep a good reputation and not get bad reviews, they need to make it right when they fail to provide the promised service! Sorry you had such a bad experience!

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