When I initially booked with Royal Worldwide Limousines, it was never disclosed to me that Royal…read moreWorldwide Limousines was not the actual limousine company providing the vehicle, but instead works with local limousine companies to fulfill reservations. I was therefore not aware that I was actually renting from Sweetheart Limousines.
After researching that address, I discovered that the business was Sweetheart Limousines. I then researched Sweetheart Limousines and found poor reviews concerning the company's vehicles and services.
At that point, I had already made the non-refundable deposit and signed the contract. Because I was concerned about the reviews I had found, I took the initiative to contact Sweetheart Limousines directly approximately two weeks before our event. I explained to them that I had seen poor reviews regarding their vehicles and services and specifically asked questions about their business practices and for assurance that we would not experience those same problems with our reservation.
Approximately one week later, and two days before our scheduled event, Sweetheart Limousines contacted me to confirm the reservation. During that conversation, I again took steps to ensure that the vehicle being provided would be acceptable. I specifically asked them to send me photographs of the actual vehicle we would be receiving, including photographs of both the exterior and interior.
Sweetheart Limousines sent me photographs of the vehicle. Based on those photographs, the vehicle appeared to be in decent condition, so I did not have reason at that point to believe that the vehicle provided on the day of the event would be substantially different.
Unfortunately, the vehicle that arrived for our reservation did not match the photographs that had been sent to me.
As I explained over the phone, the vehicle that was sent was unacceptable and did not meet the standard I reasonably expected based on the service I booked and the photographs that were provided to me in advance.
I personally inspected the vehicle, along with multiple passengers who were scheduled to ride in it. The vehicle was in poor condition. As it approached, the engine could be heard squeaking. I also have photographs showing areas on the top of the vehicle where the paint was peeling.
The interior of the vehicle had a very strong cigarette/smoke odor and a foul smell that was so significant that some of the passengers were unable to continue riding in it. Given the condition of the vehicle, I was immediately concerned about proceeding with the booking.
I also personally observed the driver when he arrived. his overall appearance was very disheveled and unprofessional. His shirt appeared dirty, there was dirt underneath his fingernails, and he had a noticeable foul odor. Immediately after arriving, he began smoking.
I contacted Randy with Sweetheart limo and explained the condition of the vehicle and requested that it be replaced. He told me that there were no other limousines available but that there was a van available.
I made it very clear to him that I needed the replacement vehicle to be in significantly better condition than the vehicle that had been provided. Randy then told me, in substance, that if the condition of the vehicle he had sent that day was unacceptable to me, he did not have another vehicle that was better than it.
At that point, I had no reasonable alternative other than to cancel the remainder of the booking.
Despite these efforts, the vehicle provided on the day of the event was materially different from what had been represented to me.
DO NOT USE. Would give 0 stars if possible.