A reservation was made by phone on Wednesday 10/20, with Susan an American Limousine agent for a 6 hour (7:00PM - 1:00AM)/8 passenger limo reservation for a Winter Formal High School event scheduled for Saturday October 23rd. A confirmation of this reservation was emailed to me on the same date. A $100.00 deposit was made using a credit card, with a $399.00 due at the point of pick up which was scheduled for 7:00PM...an hourly rate of $83.16 (tax & gratuity included). On Saturday, 10/23, at7:08PM seeing that the limo had not arrived, my wife and I attempted to get an update and track down the driver. The customer service agents first stated it was running late due to traffic and was running 20 minutes behind, and should be there by 7:30PM, but, 20 turned into 30, 45 and eventually the limo showed up at 8:00PM. However, no one at American Limousine bothered to give us a call to let us know there was any kind of delay. With less than 25 minutes left to get the kids to their destination (8:30PM), or they would not be let into the school dance, all dinner reservations were abandoned and parents at the second pick up point were needed to get their kids to the dance! At 8:07PM the driver informs us that the best they could do per customer service was to discount the total bill ($499.00) by $54.00...this now gave us a total balance of ($100.00 deposit)$345.00, or a grand total of $445.00 for 5 hour limo rental, which ends up being a more expense hourly rate than before $89.00 vs. $83.00!! On Monday morning 10/25, thinking that a manager would be more sympathetic and more reasonable, I called and spoke with a manager, Tina, and I proceeded to share our experience and discontent with their services. Tina offered a 10% discount off of the $89.00 rate and not off of the 83.00. Her reasoning was 'these things happen, were dealing with cars...they are kids, Im sure they had a great time either way... OK these things happen, but, could you have told us you were running late? and not called at all or lied that is was due to traffic conditions instead of a mechanical breakdown? Maybe then we could have formally cancelled the dinner reservations, and give the parents a heads up notice as well! And by the way, No! you're not just 'dealing with cars...and these things happen'; you're dealing with people, families, children... Half the fun' was the ride, the dinner leading up to the dance, but, I guess youre OK with half the fun and a measly 10% discount off of the inflated hourly rate for messing things up pretty good? Will never use this service again, nor would I ever recommend your services. By the way, you might want to reconsider renaming your company!