Consumer Services

Hiring the Right Limousine Service: Tricks of the Trade

The season of proms and weddings is fast approaching, and many couples, families and friends will be searching for limousine services to help make their evening extra special.  While most will be focusing on what to wear, how to style their hair and what accessories to don, consumers should remember to do their homework before contracting a limousine service.

The Miami-Dade Consumer Services Department licenses and regulates the limousine industry so that consumers are provided a standard level of service and avoid potential pitfalls.  Before you hire a limo, run a check through their rules and regulations for hidden costs, terms and conditions, and read up on these important tips.

Common Rip-offs

1. Forcing you to take a substitute vehicle.  A limousine service provider cannot keep you tied to a contract in which you were promised another vehicle.  You have a right to cancel a contract based on such a circumstance.
2. Get what you pay for.  Check everything that you are paying for before the actual day of use.  Most standard forms of service include the limousine itself, a licensed driver and some beverages.  If you paid for certain extras and additions, make sure they are provided.
3. Too many "extras."  Look for additional charges on items you did not request.
4. Misleading statements and descriptions.  Some companies may use language to confuse customers.  They may make a particular type of vehicle appear as something else.  For instance, they may use the word "classic" to lead you to believe that the vehicle is an antique or a collectible.  Make sure your contract specifies the exact vehicle of your choice.
5. Be cautious about shopping for service on the Internet. Online sites are often "brokers" who don't own any limousines but actually farm out reservations to affiliate companies in your area. Costs may be higher to accommodate the broker's fees, and service may be questionable because technically you are not the company's client but the broker's. If you prefer to shop online, look for sites that offer a guide to companies in your area but allow you to deal directly with the company yourself.
6. If it sounds too good to be true, it probably is.   Beware of really low prices.  Make sure the business you're dealing with is reputable and follows the letter of the law.  Limousine companies are required to charge minimum rates, which are posted on the Consumer Services website.

Consumer Smarts
Under the Miami-Dade County Code, limousines are classified according to six categories: luxury sedan, stretch, super-stretch, antique, ancient and collectible.  The Consumer Services Department conducts driver training and orientation, background checks and vehicle inspections to ensure customer safety and satisfaction.  Following these rules of the road should guarantee you a positive experience.

1. Check the company's license, vehicle operating permit, and chauffeur's registration.  Limousines service providers and drivers must be licensed.  You may check the status of the required licenses by contacting the Miami-Dade Consumer Services Department at (305) 375-3677.
2. Check insurance coverage.  Limousine service providers are required to have automobile liability insurance with limits of liability no less than $100,000 per person, $300,000 per occurrence for bodily injury and $50,000 per occurrence for property damage.
3. Research the company's complaint history.  The Miami-Dade Consumer Services Department keeps records of consumer complaints.
4. Rules of deposits.  Most companies require a 50% deposit up front. 
5. Never shop by price alone.  Focus on value - the best service at the best price.  Make sure you are comparing prices apples-to-apples between services.  Know what type of experience you want, and describe well the type of service that you need from them in order to avoid any confusion later on. The more details you can provide, the better the value and service you'll receive.
6. Ask about pricing.  Each company will have their own unique pricing policy.  Most companies offer services priced by the hour but may also offer flat-rate, or all-inclusive packages.
7. Pay attention to add-ons like fuel surcharges or other service fees not included in the base price.  Note that it is customary to tip drivers 18-20% of the base price.  Be prepared to tip with cash.  Some companies automatically charge a driver tip, while some leave it to the customer to decide. 
8. Reserve early - especially for big events.  In general, it's best to start looking 3-4 weeks in advance.  Get your confirmation in writing, and follow up with the provider a week before the event just to make sure everything is confirmed.  At a minimum, customers should book their limousine at least one hour prior to pick-up as it's required by law before service may be provided.  A note of caution, however, that it may be difficult to find a limousine company on such short notice. 
9. Make an appointment to examine the limousines so that you know what you're getting and avoid any unpleasant surprises.
10. Determine the contingency plan.  Ask the company what it will do should a vehicle break down or become involved in an accident.  For emergencies, the company may have a reciprocal relationship with another carrier.

For consumer-related questions, visit the Miami-Dade Consumer Services Department   website, www.miamidade.gov/csd, call (305) 375-3677 or e-mail consumer@miamidade.gov.