Lux Limo Reviews 2

Let me start by saying that if there was an option to select zero stars, that would be my rating. Do not spend your money on this company. It is not transparent about the fees it charges for service. It does not acknowledge when mistakes are made by those it employs. It is not committed to quality customer service.

After being a loyal customer for nearly a decade, I am ready to cut ties with this business after a recent, infuriating incident. In short, my pre-arranged vehicle did not show up at the airport as scheduled. With that being the sole purpose of this service, if it can't deliver on that, then what is it really good for?!

No solution to rectify the situation was offered at the time of the event, or after. The response I received from owner, Greg, was insulting and unprofessional (more on that later) when I followed up with a formal, private complaint. The blame was placed entirely on me, the customer, for two office system errors/failures. My questions about concerning staff behaviour were never addressed. No care or attention was given to the fact I had been a loyal customer for 10 years.

What struck me most about my experience was not the actual event, but instead, the response I received from owner, Greg. He was rude, unaccommodating and insulting. As I read through his stream of offside comments, attempts to evade my questions, misquoting of information and lies about what had happened, I was appalled. Mostly, he was unprofessional to an extent I have never experienced with a company claimed to be committed to quality customer service. It's a pity his demeanor, lack of business expertise and inability to deliver any level of meaningful customer service deters from people supporting a local business.

If you don't take my word for it, please consider reading the reviews from these other patrons (on Google) who can attest to the same, horrible level of service they received from Lux Limo: Alaina The Red, Don Post, Lisa Bloomfields, Gustan TheMinfin, Jesse Simpson and M. I'm sure there's more out there, too, as this sort of pathetic, insulting behaviour from a business and business owner surely has been experienced by many from the Durham Region.

We booked lux limo services for our wedding in August 2015 back in May, and from the beginning, we should have realized the experience would be less than satisfactory. From the beginning, Greg (who is based out of Oshawa lux limos) provided nothing more than 1 line, and 3 word responses to our inquisitions. His attitude throughout the entire experience was merely an “I don’t care” response to our requests for services. Every email was like pulling teeth.

We had asked what the capacity of the limo we were getting was and was told that the capacity was 14 (one email) and that the price would be $750. We said Great! Greg never updated the invoice to reflect this limo and left it as 6-person stretch. However, with each change made, the price was always updated accordingly. He blamed us for not reviewing the email invoice, which he never updated to reflect the additional stops we requested or vehicle type.

The day of the wedding, myself (the groom) and 12 guests were shocked when a small 6 seater limo pulled up to our home, as we were expecting a SUV stretch.

The driver, baffled due to the lack of communication, said there was nothing he could do, was very apologetic and put me in touch with Greg.

Greg on the other hand, was the most rude, unaccommodating, unprofessional, and insulting person I have ever dealt with. Considering we were paying hundreds of dollars for a few short afternoon rides within the Whitby-Ajax area, he could have found a way to rectify the situation. Instead, he continued to tell me that I was wrong, to watch my tone with him, and not once did he apologize for the mix up. Instead, he was confrontational and degrading to me, the customer and after rudely telling me that he would do nothing to help, I ended the call as he was getting us NOWHERE.

The limo then had to make multiple, multiple trips to get the family and wedding party to the venue. Along the way, the champagne, which was already out and sitting in warm water before the ceremony began, spilled on my uncle and other family member’s feet in the back of the limo. The driver pulled over, dumped the water, and continued to the church.

The second trip was not even as smooth (if we can call spilling a bucket of water on my guests smooth) as the first drop off.

The second load of us arrived at the church, and the driver got out of the limo to come around and open the door for myself, my groomsmen and grandparents, and found he had locked himself out of the limo, and us in. Yes, no joke. At this point, let me mention the A/C was poor to non-functioning as they clearly sent the oldest, shittest car in their fleet. The driver could do nothing but panic as we were locked in sweating in the 28 degree afternoon August sun.
I, the groom, then had to climb through the little opening to the front seats and unlock the car so that we could all get out…..

The driver then proceeded to pick up my bride and the rest of the bridal party and bring them to the church. Due to the unexpected additional trips across town, they were 20 minutes late for the ceremony. Our officiant, who had performed 200+ wedding this year said this was the first wedding that began late, and was not impressed as he had three other weddings to officiate that day. Our officiant almost left before the bride even arrived!!!

Following this, the limo was supposed to arrive back at the church to transport family at 4:30 to the dinner venue, as prearranged. The limo did not show up, and after calling the driver he returned, again oblivious to the schedule he had been provided (or lack thereof), thinking he was not to return until 6 pm, which was the last leg of the trip.

Overall, the service and communication provided by Greg and lux limo was absolutely pitiful and almost responsible for completely ruining our wedding day. To anyone who considers their service: I say run in the other direction! Do not waste your time or money as you will be severely disappointed with this pathetic attempt at a business.