Emperor Limousine and Party Bus Services

(email below after I called and was told by "Nancy" that nothing could be done because "Carla" (who worked up my quote/bill) no longer works there and "it is what it is" but that the manager would contact me back 1/6/20)
Jan 10, 2020 still no call.

Upon working up a quote with Carla she went over what made up the price. Although she came down on the price because of an email I showed her of a friend who also last year booked with Emperor, we were still in fact charged a Security guard fee of $100. Its legal law to have on all buses going to Chicago for safety reasons, all bus companies I called charged the same. My issue with this was that there was no security guard on the bus, so I will need that amount reimbursed. Most importantly, I'd like to report an incident that occurred with the driver that almost ruined my night. I called the bus driver informing him that I was pulled over on Sheridan road due to a Zion PD road block check point from a crime committed near by. I let him know that I would be there 15 minutes late. I called everyone in the mean time to please load onto the bus without me. I received a call from the driver letting me know that he was going to have to leave and that I'd have to find my own transportation to Chicago, missing my entire event!!!. I begged him to please stay, letting him know that I was almost there. As I was pulling up the bus driver was about to leave starting to move. 1/14/20- Call back from Max the manager, he was extremely defensive and rude, talking over me not letting me finish talking. I told him how the driver was going to leave without me just after 15 minutes (no time given to us to board the bus apparently), and that I was charged for a security guard that wasn't on the bus, that was required BY LAW. Max then abruptly stated that "the security guard was waiting by the bar and that (I) probably just didn't see him there". Ridiculous lie, furthermore that has nothing to do with no security guard on the bus.

Horrible, just horrible experience all around. I paid and signed a contract for a drop off/pick up for a 20 passenger limo, they sent a *** which barely fit 12 people. First of all, they don't tell you what vehicle they're sending, it's up in the air until the day of the event. The photos on their website are misconceiving, the lights, sound system and air conditioning in the limo DID NOT WORK. My contract clearly stated that water and ice would be provided to and from, there was no water or ice at pick up. The driver had horrible communication skills, not friendly or very informative. When I called to voice my concerns, I kept getting the run around, communication and professionalism with Emperor Limousine is just plain horrible. I will never book their services again and I will warn my family and friends not to book their services.