You can't reach them, the systems don't send emails appropriately. They didn't pick up my wife the 2nd time and last time I tried them.
Limo service, like a bad haircut from a styist doesn't get much leniency. When they mess up - you avoid like the plague.
Worst part is I wasn't credited for the missed pick up - and even though I was told I'd be credited, they told the Credit Card they would fight the dispute. Incredible, you just don't want to deal with this company. There are too many other good ones in the Bay Area: Black Tie, Elite, Prestige, among others.
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