Ultimate Limousine 4 You

Ultimate Limousine has set the bar for Crimes Against the Service Industry. Argumentative, unapologetic, rude, impatient, dishonest, and rude again. Here’s my story…
I booked Ultimate Limousine for my Wedding Day. Impressed by their display of awards at the Vancouver Wedding Fair we decided to book them. From the outset of our communications with Ultimate Limousine, they appeared to be in a rush to get off the phone. Having worked in the service industry myself for 15 years, I gave Ultimate Limo the benefit of the doubt. I understand that one can’t always be on point, but the relationship never improved.
Ultimate Limo said they could not hold a Limo without a credit card. I provided a credit card to hold the Limo for our Wedding day, went home and spoke with my fiancée, and we confirmed the details of the Limo service. We wanted to make sure that the limo was white. I phoned back, as I had not received any confirmation email. The individual who answered said that they had no reservation for us. To avoid losing the reservation for our Wedding day, I confirmed all the details again, and the individual took them down and made us a booking, just in case. The booking was for a white limo.
I received a call the following week from Ultimate Limo. The individual who contacted me said that there were two reservations for me on the same day, and one is for a Limo of «no preference» and the other is «white.» I told them that we wanted a white limo, as it is for our Wedding day. They told me that because originally I said «no preference» they would not honour the «white» limo reservation, and they deleted it. After debating with the Ultimate Limo representative (Why?) she kept repeating that the original confirmation said «no preference.»
Let me note now that, nowhere in their Terms & Conditions does it say you cannot update/​change a reservation. If you bought a black toaster and you weren’t satisfied with it, you could return it for a silver one to match your other appliances… this applies to pots & pans as well.
I asked to cancel our reservation and return our deposit. They said they could not return the deposit, and that we had to pay a cancellation fee. Their Terms & Conditions does say that the deposit is non-​refundable, yet it had been a week and no deposit was taken, and to this day, we have only one Credit Card charge from Ultimate Limo and no deposit charge. So technically we should have been able to cancel – and without penalty – as there was no binding deposit. The Ultimate Limo rep insisted that we at least allow them to try and secure a white limo before going ahead with a cancellation. Far enough. We agreed.
To back ourselves up in writing, I wrote in reply to the «Confirmation Request»,
«We have decided not to confirm this agreement. As this limo will be for our wedding day, we require a white limousine. Please cancel our reservation request. Thank you.»
Two days later they replied with a single sentence,
«We have confirmed this vehicle is now white.»
Now I am only 29 years old, but I do have a decent grasp of the English language, and what each of these words mean, in the given order… It means that the thing that was confirmed is coloured white. Any reasonable person would come to this understanding. Let’s jump forward to after-​wedding communications with Ultimate Limo. They said that the email that they sent to me saying,
«We confirm that the vehicle is now white», does not mean that the booking is updated, and that I should not have assumed I was receiving a white limo. The rep stated that a booking is only updated if they send a confirmation email of the booking update. Needless to say, this argument went in circles. I then noted that they had two reservations for us, one as «no preference» and one as «white.» They said that if there are two reservations, that it is my responsibility to update the correct reference. They said that ‘you can’t expect us to keep track of names’ and that ‘I should have provided the reference number every time I called to make sure I had the right reservation.‘
Again, the terms and conditions provided by Ultimate Limo at the time of booking make no mention of a need to provide any reference number. Therefore, anybody would understand «we confirm that the vehicle is now white» to mean just that. You cannot arbitrarily impose terms on a booking that were not made known to the customer. If the booking system has errors, such errors are theirs to correct and not the fault of the customer. And, regardless, I replied to the Actual Confirmation Email, that contained the Reservation Number, and they replied to that!
Back to the Wedding. The Limo arrived in black at 2:00pm. Our Wedding ceremony was at 3:00pm. This limo was picking up both the Bride’s and Groom’s party. I was told by the Ultimate Limo rep that I should have requested another limo right there… Read the rest:

I sent in a quote request and promptly got my quote; with a nice suggestion that if our party went down 1 person, we could fit in a smaller vehicle. Appreciative of the suggestion I inquired as to how much that would then be, and received my response shortly after.
This is when my experience went downhill.
In acceptance of the quote I received I emailed back saying I would like to go ahead and confirm the booking.
3 days went by with no response; so I decided to pick up the phone since we’re getting closer and closer to the date and I didn’t know if and when these people were going to contact me.
The lady I got on the phone was barely pleasant. But pleasant and cheap enough for me to put the lack of customer service aside. In those 3 days our party had some cancellations so I asked this lady on the phone what the next size down would cost. I liked the price but still told her I’d talk it over with my party. We all agreed so I went back to email them at 1:49 pm — in the middle of the day — to say, «thanks for the info; I’d like to confirm the details» (along with some other questions about payment, etc. in the same email)
One day went by. and then a 2^nd day…
Knowing how MY own company deals with adversity left on something as public as Facebook, I knew that, if instead of sending my frustrated «Hello? Is anyone there, I want to book my effing event.» email, I’d leave a comment. SOMEONE will answer me.
And I get an email. No phone call, an email… saying «All confirmations need to be made with a credit card» … that was it.
I go back to Facebook, maybe there was better information there. And I see my comment on their page was deleted!
My company would never delete something like that from our page. We know full well, facing a frustrated customer PUBLICLY can only BENEFIT the way the company is perceived, instead of hiding behind the computer. Case in point: they emailed me after my FB comment instead of calling me.
I saw they weren’t going to call, so even more frustrated I picked up the phone again… VOICEMAIL! lmao so I leave a message to speak with a supervisor…
I hang up and say forget it, after all this, their seemingly cheap rate, is one, clearly cheap for a reason, and two, not even worth the hassle it has already been.
Only now did I begin to look for other companies — And glad to say I found a very pleasant company for the same price! :)
After 45 minutes from leaving my voicemail I actually got a call back — go figure lol the lady was even worse than the barely pleasant one, this one wouldn’t be quiet! I could barely get a word in edgewise! And had to bite my tongue from saying ‘would you stop talking for a second!” Finally I said, «This call came 2 days late.»
I would NOT recommend this place in the slightest — and I didn’t even use their service! I don’t even want to think about if I had gone through with the booking!
You’ll find the same rate at this other company I found and the guy’s service on the phone was leagues better!
I sometimes forget how spoiled our clients are at my work with the calibre of customer service we provide, that I always assume every company just IS that way… but it’s just not the case.
Post event update: went with Destiny Limousine, and they were FANTASTIC!