We had rented a limo for my daughter's birthday party. We planned out a scavenger hunt and had previously timed it to account for travel time. Because of numerous detours made by our driver and numerous incorrect locations he drove to despite the fact that addresses were provided to him, we had to eliminate 2 stops from our scavenger hunt and ended up arriving at our final destination 17 minutes late. Although the overage fee details were included in the contract, the day of, we were not informed of the time over that was counted against us. We assumed the driver had accounted for his detour times and it evened it (even though it was likely more than 17 min). However, we randomly saw a charge appear on our account with no itemized receipt of the charges and no contact from the company reflecting that such charges would be made. I called to inquire and they noted it was due to our 17 min late drop off time. I informed them of the drivers detours and incorrect locations he drove to despite being provided the addresses. I was told they would have to confirm with the driver that this was indeed correct and that only a manager could issue the refund. I was assured I would receive contact regarding such by the following morning/early afternoon at the latest. When noted I would likely be in work and unavailable, I was assured a voice message would be left regarding their findings/action plan. I received no such phone call nor any other form of communication, and my charges were not refunded. This makes the consumer feel irrelevant unless a sale is being issued. Horrible customer service and horrible procedures in charging overage fees. Def would not recommend them nor will I be choosing them for services in the future.