We reserved a 8-10 passenger stretch limo for our wedding, they confirmed that this was what we were going to receive and took their payment from my credit card.
The day of our wedding when we walked out of our hotel at 4:45 pm we found a huge white party bus. Not at all what we were expecting and definitely not what we wanted. When we talked to the driver about the fact that we didn't want this vehicle he told us that he showed up at work and that was all there was and if we had a problem we had to call the office. We had no choice but to take the bus because we were not prepared to do otherwise, and we were from out of town and were not sure how to get to our destination. I tried calling the office three time from the limo and it went to voice mail, I left a message but it was never returned.
On the way to our destination our 12 year old daughter found a bra strap on the seat, there was dirty disposable cups and tissues all over the floor and all of the surfaces were sticky, dusty and dirty.
I waited for a reply to my voice mail for one day and tried calling back again and nobody answered so i sent an email. It took two days for a response and I was told that the owner had to have the stretch limo go in to the shop for service and he decided that it was the party bus or nothing.
I replied back that it wasn't his right to make that decision and we should have been notified that the vehicle was not available and given an option of using the party bus or cancelling the service and making alternate arrangement.
I advised that I was paying as agreed for a specific service that was to performed with specific equipment and that the company did not fulfill that agreement and that I felt the company owed me at least a $100.00 refund for not being upfront and causing a problem on my wedding day.
I have still not heard back from the company.
I booked a limo with elegant limo one year in advance and they decided to EMAIL ME, NOT CALL ME three weeks before my wedding to cancel my reservation due to "engine issues" with the limo bus that apparently takes 5-6 weeks to repair. Not only did they cancel my reservation, they did not assist me with finding a suitable replacement and simply informed me that they checked with others and their were no suitable options. First three limo companies I called after that in Niagara all had limo buses available.
In addition, corresponding with these guys by email/phone was horrendous. It takes a week to receive a response. As far as I'm concerned, when someone is spending over $1,000 with your company and you don't have the decency to call them to inform them you are canceling their reservation, you are in the wrong business.
Good luck.
