The Limos.com Forum Has Moved!!!

My nephew and his family had come in for a visit after his second tour of duty in Iraq. He is returning to his base today. I thought it would be fun for the kids, to send them to the airport in a limo. When I called American Limo to check the rates I was told they HAD to get a strecth because they wouldn't fit in a town car. The charge was 75.00. Called back the next day to reserve and they told me the same thing, except the charge was now 80.00, when I questioned the difference they adjusted the charge. I paid (and tipped) up front for a stretch. 75.00 + tip. They sent a town car. I promised the kids a limo ride to the airport. I've just sent them off to the airport with the luggage piled on top of their laps. You couldn't even see the kids! When I called the office all I got from them was "No one is in the office, the order says a sedan and I can't get a stretch out there." Nice. The lack of sincerity and concern was truly amazing.
They've got you over a barrel; take it or miss your flight.
It changed the morning focus from "good bye, we'll miss you" to "How much luggage can we pile on top of a 6 year old before she starts crying?" (Answer:1 back pack and 1/2 duffel bag)
It gives the entire industry a bad name.

It is a great solution to that Wade. Tony is the only other person I know that uses it but I am sure there is great value in it.

Jim I am in the process of buying a voice logger that will record all of our reservations in order to protect us from the "he said she said" orders.

In this particular case, I have been inspired to write an article based on what happens when limo companies fail to properly communicate both verbally and in writing what exactly the client has chartered.

I have contacted American for their response. They have indicated there is a possibility that they messed this particular order up and are going to follow up with me what went wrong, how it went wrong and what they plan to do about it.

I will report back here. I also hope to publish this in LCT without using company names what can happen when we don't have good communication between clients and ourselves.

I don't like coming to conclusions unless I've heard from both parties. That said, someone who makes that sort of mistake needs to get organized. Probably running the business with a looseleaf folder.

...sigh... I remember my looseleaf folder days... ended 10 years ago, two days after I left the damn thing on the trunk of my car and spread a year's bookings over half a block... Thank God for dry, quiet, windless days when you discover you've been completely inept...


Anyways, you stated you googled this person? How long did they say they were in business? Not IN THE business, but actually a company? Sticking with established companies for important runs is a good idea. We've made our really stupid mistakes already.

Sad story, I actually feel worse for the kids. $75 is not a big deal to most adults, but disappointment lasts a long time for kids.

Jackass operators like that make us all look bad.

Just like any other business, if you have established a relationship with a vendor who provides quality service, stick with them.

Even if they don't have the car you need, they can likely direct you to a reputable affiliate who does.

I hope you get satisfaction, or at least $75.00.

quote:

Originally posted by Blue Diamond:
Get it in WRITING!!!

#1 problem with people these days that when you tell them that they have to sign a contract they will say: How come you cant do it over the phone? I dont have time for paper work and I will call somewhere else.

They just hurt themselves this way.

Yes, you should attempt to get your money back from your credit card company. Here is a fact:

When you dispute a charge, the merchant must respond to the inquiry from the credit card company. If they fail to do so, the credit is automatically issued to you.

Two thoughts come to mind here. #1 - Based on info you have shared here, they are too stupid to respond, so, YOU WIN!

#2 - If they do respond, it proves how stupid they are for taking the time on a $75 dispute to respond. For me to look up information, photo copy it, fax it, mail it, discuss it etc. - well, that's about the cost of my time for an hour and it would be pointless.

My fee for a local airport ride is $74.75 Wimpy so it is not unheard of. From anywhere in our city you can accomplish a pickup and drop off with 45 minutes max. The average airport ride here lasts 16 minutes.

Also, we don't have front pax seats so it serves as an additional trunk as long as we don't block the mirror. Running the 2.5 hour trip from Bakersfield to LAX is something we do about five times a day and we market how reasonable it is for 6 people to share a stretch instead of driving two or three cars.

In cases of heavy luggage, we actually own our own cargo van and follow the limo or meet them at the airport (for an additional fee of course).

Get it in WRITING!!! Contracts do protect both sides. Sorry to hear of your situation. Not a normal happening in our business that I know of.

My question would be the same as Gunny's- Was it made clear the number of passengers and amount of luggage?

6 people and luggage would even be a lot for a stretch limo.

check out their website.
60 for a 3 person vehicle add 20 for a 6 person
from carpentersville to ord

I'm surprised anyone would quote an airport ride in a limousine for $75+. Sounds like a sedan price rather than a limousine. In my area a limo would be $125-$150.

American Coach may only have sedans or Executive L Sedans which get called limousines because they're chauffeur driven.

Gooc luck with getting some satisfaction.

I guess I need to clarify a couple of things.

1st My apologies to those companies out there with similar names that have nothing to do with this situation. The company name is American Coach, the ride was from Carpentersville, IL to Ohare airport.

For several years my job involved a great deal of travel. I frequently used a couple reliable limo services for my transportation to and from the airport. The one that comes to mind is Hoffman Estates Limo. They were great. Friendly and on time. Since then, limo services have sprung up all over the place. When I googled my current location, American Coach came up as a local company. I naively approached the issue with my good experiences behind me. Sometimes I don't think I will ever learn that not all people you do business with are reputable.

Limo Scene is correct, I accepted the ride. The problem I have is that there was no other viable alternative at that late notice. One more thing to keep in mind, it was not the ride that I had agreed to (albeit over the phone)

Gunny, my original intent wasn't necessarily to embarass American Coach. I was really trying to vent my frustration at the way we were treated. Response to your other questions:
Why was the luggage piled on the 6 year old would be my next question? Was there so much luggage everyone had some in their laps?
Yes, they came in over the Christmas holidays, we have a large family, they left with quite a bit more than they came with. We were very happy to see them

If so a stretch was not the proper vehicle to begin with. Was the limo company informed of the amount of luggage?
Absolutely! Which is why THEY said I couldn't go with the town car and had to get a stretch.

Elegant, thank you for the wonderful comments, my nephew would be the 1st person to say he shouldn't get and doesn't want special treatment because he's in the Army. He gets embarassed by big to-do's. I get it. I don't particularly like being in the midst of a to-do myself. As simple customers, I feel we should have been treated better.

No one from American Coach has bothered to respond to my calls, and Limo Scene is correct, along with Greenpala; I made the reservation over the phone, with my credit card. I do not have paper work, as Gunny succinctly put it "it is a matter of he said / she said". (Their phone systems indicates that these calls may be monitored, I sincerely doubt they actually have a tape system, or that they turn it on or that they would admit to it if they did) I have no reason to lie about the situation and was very happy to pay the agreed upon fee to see my family get into their first limo. That is really all I wanted. Even though I should have been smarter about it, I had all good intentions.

I will dispute the charge, with the understanding that it is probably not going to get me anything but the satisfaction of knowing I at least annoyed them a bit.

If asked, American coach will not get a recommendation from me and I will express my disatisfaction when and where ever I have the opportunity. After hearing from you folks, I will do so in a much more circumspect way, being careful not to let my dissatisfaction with one company blanket all of the other reputable companies. You have all been very helpful and considerate. Thank you for taking the time.

PS:I'm saving all your company names so I'll know who to call if I'm ever in your area.

If we were in your area Sir , we would give your nephew and his family a FREE ride to the airport in the best stretch we have... That is the least we can do. He is fighting for our Dam Country and that limo biz pulled that Shi@.. Not Fair.. What goes around comes around.

quote:

Originally posted by Dissastisfied Customer:
My nephew and his family had come in for a visit after his second tour of duty in Iraq. He is returning to his base today. I thought it would be fun for the kids, to send them to the airport in a limo. When I called American Limo to check the rates I was told they HAD to get a strecth because they wouldn't fit in a town car. The charge was 75.00. Called back the next day to reserve and they told me the same thing, except the charge was now 80.00, when I questioned the difference they adjusted the charge. I paid (and tipped) up front for a stretch. 75.00 + tip. They sent a town car. I promised the kids a limo ride to the airport. I've just sent them off to the airport with the luggage piled on top of their laps. You couldn't even see the kids! When I called the office all I got from them was "No one is in the office, the order says a sedan and I can't get a stretch out there." Nice. The lack of sincerity and concern was truly amazing.
They've got you over a barrel; take it or miss your flight.
It changed the morning focus from "good bye, we'll miss you" to "How much luggage can we pile on top of a 6 year old before she starts crying?" (Answer:1 back pack and 1/2 duffel bag)
It gives the entire industry a bad name.

That is why all of our reservations are done online with electronic/paper proof. NO more he said/she said situations.

If the intent of this post was to embarass American Limo it probably won't work without naming the city they are based in.

Why was the luggage piled on the 6 year old would be my next question? Was there so much luggage everyone had some in their laps? If so a stretch was not the proper vehicle to begin with. Was the limo company informed of the amount of luggage?
Many operators frown on using the passenger compartment of a luxury stretch limo as a trunk.

Finally a good example of why reservations should be made electronically. An e-mail is a great proof source of what provisions were agreed upon based on number of passengers and cargo requirements & at what price. A TC reservation just boils down to, "he said, she said".

Yes, if you used AMEX you are safe. You will get your $ back. If not, see if you can get some kind of discount or a free ride for the mistake they made. They probably have a contract - read it.
There is always BBB.

If they won't make it right, go to your local newspaper with the story.

Unfortunately, by accpeting the ride, it is not so simple. It is an absolute shame that this happened to you. As a writer for an industry magazine, I like to followup on these stories and contact the limo company just to let them know actions such as these sully our reputation as an industry. I want them to know that information like this can spread far greater than the community they serve.

Unfortunately, you didn't indicate what city you or they are from and there are simply too many American Limousine Services in the nation for me to narrow it down.

As for the credit card situation, you are stuck because you took the ride. The limousine company did in fact provide transportation. If you have a copy of a contract that you signed that shows the type of vehicle and rate agreed upon, you may get a small adjustment but you will not get a complete refund because you DID receive service.

I have been on the other side of this. I chartered a limo bus to a group of girl scouts to look at Christmas Lights. When the chauffeur arrived, several parents balked and said they wanted a stretched limousine like a Hummer to fit 20 in. I explained that the lady who booked it knew it was a limo-bus. I gave them two choices: #1 - Get in and let;s go look at some lights or #2 - We'll go home and give you a complete refund with our apologies. They chose option #1.

After the tour, they filed a dispute with AMEX (the most dedicated to their cardholders). I had my paperwork in order with a signature.

They told the lady - sorry, too bad, so sad, you accepted the service, got in the vehicle, saw the lights and boo hoo, you get no refund as the merchant deserves to be paid for his time.

The only time a credit card company will give you a refund is if the vehicle doesn't show up.
If you get a ride, you're going to pay for the service you received unless the merchant offers a credit after the dispute is initiated.

If you put it on a charge card dispute it. Very simple call to make. Its called customer satisfaction.