I rented a 10-passenger White Chrysler 300M limousine from Premier Luxury Rentals on April 6th for our Wedding on June 4th, 2011. However, what arrived the day of the wedding was a white 8-Passenger Lincoln limousine. We had a bridal party of 10 people. After taking pictures with the bridal party at the church, we went out to the limo to realize that not everyone would fit. Two members of the bridal party had to wait at the church for guests at the reception to leave to come pick them up. The driver of the limo was very unprofessional. He did not have directions to the church or to the reception, and constantly kept asking members of the bridal part for directions. While pictures were being taken he was inside the church pacing around making everyone feel like we being rushed. He was not dressed professionally, with a tuxedo that was several sizes too large for him, and did not wear the white gloves that we were told were part of the wedding package. Also, it was raining outside, and the driver did not hold an umbrella for the bride/bridesmaids. I submitted a complaint detailing the issues that I had into PLR's website on June 9th, during our honeymoon. No reply was ever sent back by the company. On June 11th, I called and spoke with an employee at PLR who told me that he would look into the situation, and call me back on Monday. He never called back. I placed follow-up phone calls and spoke with Ashley at Premier Luxury Rentals on June 13th, June 15th, June 17th, June 20th, and June 22nd, Each time Ashley told me that someone would call me back with a resolution. No one ever did. All we were asking for was the gratuity refunded, and compensation for sending the wrong, too small limo. After not hearing from the company I called again on July 8th, and spoke with Ashley. She told me that the owner's were in a meeting, but would be back by 3:00pm and would absolutely call me back...they never did. Finally fed up with not getting anywhere, I went to the district courthouse in King of Prussia, to get the paperwork to file a small claims complaint against Premier Luxury Rentals. After picking up the paperwork, I drove to Premier Luxury Rentals to speak with someone one last time to resolve the problem. Ashley was there, but did not remember ever speaking with me, or the issue that we had. I showed her the paperwork to file the complaint, and told her she had Friday to resolve the problem, or I was filing the complaint on Monday. She again told me that someone would be in touch, and no one ever called. On Monday morning, I got an email that a credit had been placed on my card for the gratuity and the difference in the limo prices. I never got a phone call from anyone at the company apologizing for the inconvenience or wanting to see how the problem could be resolved. Absolutely the worst customer service I have ever encountered at any company, especially one that services customers on special occasions such as weddings. This company has had four complaints filed against them with the Better Business Bureau in the last two years. Save yourself the trouble, and headaches and book somewhere else!
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