Custom Limousine and Trolleys Inc.

We were nervous in booking a trolley for our wedding because we had heard they were more likely to break down. We spoke in length with Custom Limousine about this concern and some of the other reviews we had read online. They assured us that we would be taken care of on our day and that the bad review was from an upset former employee. They gave us a price we thought was fair, so we went ahead a booked the trolley. Unfortunately our trolley broke down. It was July in Kansas City, so it was obviously hot. It took an hour to get a new trolley to our location, which caused us to miss out on several pictures we were planning on. We made the most of our time, but when it came time to working with Custom Limousine to create a solution they were hard to get ahold of. When we did communicate with them, the person who had brought the new trolley and told us it took about an hour, went back on his word and said it was only a half hour. He had poor professionalism on the phone and left a sour taste in our mouth. I completely understand that things like this happen, but there is a professional, kind way to go about handling these problems, which we did not receive from Custom Limousine.

DO NOT USE THIS COMPANY. I had a very poor experience when I rented a limo from them for a bachelorette party. They did not wait outside — or any where near– our first venue. We waited/​looked for them/​called for over an hour. no one on their dispatch service line ever got back to us. We finally found our vehicle– 5 blocks away in a dark highway overpass– by getting in a cab and driving around downtown Kansas City! And then they charged us for an extra half hour at the end of the night after we arrived at our second bar an hour and a half late!!!
The worst part was trying to remedy the situation. I spoke with an owner and requested a refund of one hour (for the time we spent waiting and searching for them) which was very reasonable considering it ruined half of our party’s evening… especially mine since I didn’t get to spend the evening with the bride — my sister. His response to me was that it was my fault for not calling the driver (instead of the dispatch) — even thought the contract emailed to me THREE separate times and confirmed the day-​of– said they would wait curbside the entire night (oh wait, the precedent followed by every other limo in the history of the world).
Not only did he fail to resolve the issue on our first call, but he never called me back after he promised he would! I called two additional times later in the week and left a message for him and a voicemail for his partner — the other owner, the next day and no one got back to me — again! Unbelievable.
I suppose the joke is on them — six of the women in our limo (aside from my sister) are newly engaged and will be getting married in KC. None will work with Custom for their personal transportation or guest transportation because of how they handled the situation.
Bad business.

Tom is a nice and took great care of us. Would highly recommend!

Rip off artists. Run! They make you sign a lengthy contract that only serves to benefit them. Regardless of how pathetic and poor their product and service, they ensure that you pay them and even pay their staff under the presence that it is gratuity when in fact they don’t pay their employees anything to begin with. I use a limo service twice a month but I’ll never use this company again.