ROCKSTAR LIMO

stone event. However, it’s important to clarify the facts surrounding this situation. The customer’s original vehicle experienced a mechanical issue the day before their event. Our team immediately contacted them at 11:07 AM to notify them and offer backup transportation options so there would be no interruption to their service. At that point, it was a precautionary plan in case the limousine could not be repaired in time. Understandably, the customer did not prefer the initial backup option of two smaller party buses, as their goal was to travel together in one large vehicle. We completely understood this concern and assured them we would update them within the hour once our mechanic reported back. Within just 27 minutes (by 11:34 AM) our team secured a white wedding trolley through one of our affiliate partners. This vehicle comfortably accommodated their entire group together, exactly as requested. The customer accepted this replacement and confirmed that the timing matched their original schedule, which already ended at 4:30 PM. To clarify a point made in their review: we did not shorten their rental time. We simply advised that the trolley had another event afterward, so their end time could not extend beyond the original 4:30 PM booking. The customer replied, “It’s OK, we can’t either because our wedding is at 5:30 PM.” During the 27 minutes it took for our team to resolve the issue, the customer also emailed two additional employees seeking answers/refunds. One was out of the office, and her automatic reply clearly indicated so. The other is a part-time employee whose limited hours are listed in every email signature. Upon returning to the office, both employees responded promptly, apologizing, congratulating the couple, and confirming that the situation had been handled successfully. They also reiterated the terms of the signed agreement. As stated in that service agreement, in the rare event that a specific vehicle becomes unavailable, ROCKSTAR LIMO will provide a replacement vehicle of equal or greater capacity to ensure uninterrupted service. The agreement further specifies that when a replacement is accepted and service is provided as scheduled, no refund is due. The exact statement in their signed service agreement reads as follows: In the event that a requested vehicle is unavailable at any time, all efforts will be made to supply a replacement vehicle and/or sufficient seating for the group with multiple vehicles. The same vehicle type, make, model, year, and color will be provided when possible. If the same vehicle type, make, model, year, or color is unavailable, complimentary upgrades, refunds for the difference for less expensive vehicle options, or outsourcing to affiliates will be provided. If replacement vehicles are sent and/or customer refuses a replacement vehicle, no refund is due. The customer’s transportation was delivered on time, in full, and without incident. While we understand that any last-minute change before a wedding can be stressful, our team acted promptly, professionally, and in full accordance with company policy…and this was all resolved the day before the wedding, not the day of and within 27 minutes (half the time we said we would reply). We sincerely wish the couple the very best in their marriage and regret that our proactive efforts to ensure a seamless experience have been misrepresented publicly.

important day. We want to clarify that on the morning of your event, we did contact the onsite contact person that you provided to us for the day to inform them of the unforeseen mechanical issue with your reserved trolley. We also detailed the replacement vehicles being sent and requested a call back to discuss further, but unfortunately, we did not receive a response. This communication took place hours before your scheduled pickup to allow for necessary adjustments. Additionally, while we understand that this situation caused disruption, we did provide a refund of more than 65% of your invoice—totaling over $1,300—as a good faith effort to acknowledge the inconvenience. We deeply regret the stress this caused on your wedding day and appreciate your feedback, as we are always working to improve our service and communication.

engers instead of continuing on to their scheduled pickup due to the behavior of one of the passengers. The dispatcher on duty was able to help that day and redirected the bus back to the house to collect the missed passengers, but they had already left. They were on time for their prior pickups, dropped off all passengers on time for the ceremony, and drove everyone back safely at the end of the evening. Due to this passenger’s behavior, we will not be held responsible, nor will we be refunding this customer. We offered them a gift card that they could use towards any future service. (We never specified an amount but have been publicly shamed for offering a menial amount) They replied one month later accusing dispatch of not knowing who they were, demanding a refund, and threatening public reviews and claims with the BBB and AG's office if one was not forthcoming by a certain date. For these reasons alone we stand by our decision.

nd their school bus drivers and did not hear about this issue until reading this. We will be following up with them to report this feedback and we will certainly follow up with you too. Thank you for letting us know and congratulations on your marriage!

the transportation worked out so well :) George is a true ROCKSTAR!! We will be sure to pass along the praise. Thank you so much for your kind words and CONGRATULATIONS!!

n so that you and your guests can sit back and enjoy themselves :) We are lucky to have Sara on our team with her eagle eye for logistics. We are so happy to hear you had a wonderful time and CONGRATULATIONS to you both!

oth all the best!