ComplaintsforS & S Limousines, Inc.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 7th 2022 I called S&S limousine to book a “party bus” for a wine tour to take place on May 13th 2023. I told them the wineries I planned on visiting and I paid a deposit of $450. I was told I would need to make the appointments with the wineries on my own. On April 5th I reached back out to S&S limo to share with them that the wineries I planned on going to would not accept our group on a party bus. The woman on the phone, Tara, told me they knew about that rule for 3 years but they would send me a list of other wineries we could attend. I told them I wasn’t interested in the other wineries and would like to cancel the reservation. They said per my contract I could not receive a refund, but I never signed any sort of contract. I called around to the other wineries and two on their list also were not accepting limo busses. I called back and let them know and asked why I wasn’t made aware of the restriction on busses before making the reservation. Tara told me they could change my reservation to a basic coach non limo bus which wouldn’t be “the fun party bus” and I explained that for the nature of the event (birthday party) we were hoping for a limo bus. She told me I was asking too much and that I should be ok with just going to breweries instead. I would like a refund of the $450 deposit for the reason that I never used their services and never signed a contract.

  Business response

  05/19/2023

  Ms. *****, a previous customer (June 12, 2021) sent in an email inquiry on March 7th. She inquired about a Wine Tour for May 13th.  We replied to the email and even offered her $50 off as a returning customer.  She called later that day to make the reservation and placed a deposit on her ****.  Please see that note in the contract that she will make reservations as needed. She was emailed the contract, which she signed and returned.  I find it odd that she states that she did not sign it, she even emails us to ask this question, and we sent her a copy. On April 5th, she called and left a message that she needed assistance with an itinerary. We sent her suggestions.  We gave her suggestions again.   She called back and stated the wineries are not taking limos at all, and she wanted to cancel. We explained to her that yes, the wineries have limos, as we go there every weekend.  Then she could cancel, and she would lose her deposit.  On April 10th, she called and wanted to cancel the reservation. We tried to work with her and give her options, as she had a smaller group, and we could move things around so that she could go to ***** ********. As this winery only takes shuttle vans, this would be her only option.   She was  nasty, said this is our fault, we should have told her that ***** ******** does not take limos. Her initial inquiry stated a birthday party/wine tour with 16 people.  She never said anything about ***** ********.  Her boyfriend does not drink beer and she is a paying customer.  We were trying to work with there, but there was no compromise. She said that we are snakes and that this is our fault, we can keep her money and she will post a bad review. As per her request, we canceled the reservation. On April 10th, she left a bad review on ******. On April 11th, she emailed and requested a copy of the contract she signed as she did not have a record of that. On April 13th, we sent her a copy of the contract.  She signed the contract electronically at 11:43am on March 7th. Since then, we had not heard from Ms. ***** until we received this complaint. In conclusion, Ms. ***** made a reservation for a Limo Bus for May 13th.  We provide transportation to and from as per the customers itinerary. As per the notes, Ms. ***** will make appointments as needed. A month after she made the reservation, she could not get reservations at a certain  winery. We offered to move things around, so that she could go, and she did not want to. She only wanted to cancel.  As per the contract, deposits are non-refundable.  Services would have been provided, however Ms. ***** canceled. Please see her signed contract. Please let me know if you have any questions.

  Customer response

  05/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The business is being dishonest about our conversations and refusing to take accountability for their poor customer service, or offer a satisfactory solution. I did not sign a contract for this reservation. The contract they have is from my past reservation. (I know this because my last name has changed since my past reservation, this signature is signed with my previous last name that began with a D.) They did not send me an authorized document copy of the contract with an electronic signature because it doesn’t exist, they forwarded me an email with their policies and a picture of a signature below it. I find this type of behavior concerning coming from a business.  Regards,  ********* *****  

  Business response

  05/30/2023

  In response, please find the attached initial inquiry from Ms. *****, dated March 7th, 2023. First Name:      ** Last Name:      ***** Email:              *******.****@*****.com. And then the rest of the inquiry details. Please find the contract that was sent to Ms. *****. Please find the agreed to contract terms and agreement, signed 03/07/2023 11:43:27am. Ms. ***** is a previous customer, and her name has always been ** ***** in our system.  I sent the previous contract from June 12th, 2021, to show that she is a previous customer, and therefore she is aware of our reservation process, contract, and terms. For the June 12th, 2021, contract, she used DocuSign from her work (*******). For the May 13th, 2023, contract, she used our online link. On April 6th, 2023, a month later, Ms. ***** called and asked for help with her itinerary, I sent her an email with options (email attached). She never mentioned ***** ********. On April 13th, she asked for a copy of the signature page (email attached). In conclusion, Ms. ***** (as we have always known her), a previous customer, made a reservation for a Limo Bus for May 13th. The contract was sent to her, and she used our online link to accept the terms, sign, and return it. Our reservation process is the same as it has always been. As per the contract, deposits are non-refundable. I am not sure why Ms. ***** says that we are dishonest about our conversations, as it seems straightforward. She entered into a contract and now states that she did not. She wants us to take accountability for her cancelation, that this is our fault, and that if she does not get her way, she will post a negative review, which she has done.

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