Call Kurtis Investigates: Limo Clean-up Fees

SACRAMENTO (CBS13) - Tanya Thoene of Lake of the Pines says after her group's Valentine's Day trip to Napa last year, Coastal Breeze Limousine charged them $500 to clean up vomit.  She insists no one got sick.

"There was absolutely no barf in the limousine," she said emphatically.

"Are you sure?" Kurtis asked.

"I'm positive."

Despite nerves on Stan and Lindsey Hamlen's wedding day, they say they are sure no one spilled anything in their limo, yet they were charged a $50 spillage fee. They say they were told a guest spilled alcohol in their limo when she says no one was drinking.

"It's not possible there was anything spilled," she said.

"I'm not happy," says Stan.

The Better Business Bureau has other complaints including one that reads, "the very next day I get a $150 charge on my credit card" for "vomit". Another complaint reads "They charged me for a bunch of damages that never occured (sic)."

We looked into Coastal Breeze Limousine and learned the California Public Utilities Commission suspended the company January 16, 2012 for being delinquent on fees tied to the required "P" Permit. The permit is required for companies that charter vehicles. Operating without the permit is a violation of the law according to P.U.C. Information Officer Andrew Kotch. He says it could lead to jail time and/or fines.

We wanted to see if the company would rent to us even with a suspended license and if they'd charge us for a mess we didn't make. On January 27th, we had no problem renting from Coastal Breeze. Our group of undercover staffers hopped in for a four hour trip in Lodi Wine Country. We carefully documented our trip with hidden cameras to prove we left the limousine spotless. After the trip, we were not charged any clean-up fees.

We wanted to talk with the company about the series of complaints and the fact they were driving around on a permit the state says was suspended. After multiple trips to their Sacramento office and several phone calls, manager Sasha called back standing by the spillage and vomit charges. He told us he could provide us proof of the damage. Co-owner Eugene Ivanilov told CBS13, "90% of the time, we have photos to prove the damage."

The company promised it could show us the photo proof but never did. The B.B.B.'s Gary Almond says Coastal Breeze Limousine has not been responsive to them about the series of complaints they've received about bogus clean-up fees.

"They should have documentary evidence," Almond said.

Since we started investigating, P.U.C. records show Coastal Breeze Limousine caught up on its late fees. Their permit to drive is active again as of February 6, 2012, more than a week after the company drove us around. As for whether the company will face any fines or penalties, Kotch says the case, "will be reviewed".

"This is not over," said Stan Hamelin.

He and his wife Lindsey challenged the spillage fee with their credit card company, but could not get it reversed. They want the District Attorney to go after the company.

Tanya Thoene's group successfully challenged their $500 "vomit" charge with their bank. Both groups say after their experiences, they will not use Coastal Breeze Limousine again.

"There's definitely something wrong with how they are treating their customers," Thoene said.

Coastal Breeze sent us this unedited statement Thursday evening:

Coastal Breeze Limo defends "Clean-Up" Bill to "Messy" Customers
>> Coastal Breeze Limousine Faxed Statement

Charges recently have been aimed at our business by one media outlet on behalf of Limousine customers who vomited and spelt alcoholic drinks. These frivolous charges defy "Common Sense", ignore conditions of our business "Customer Agreement" and violate basic Common Law. It is charged that Coastal Breeze Limousine should not have billed for clean-up of customers' vomit and spelt alcohol. The following are our rebuttals to these unfortunate and ridiculous charges.

It is "Common Sense" that every customer should expect a clean, odor free limousine accommodating their special occasion. Vomit requires special treatment and "detailing" to eliminate. This "clean-up" process results in expenses, such as: labor costs, commercial grade chemicals, cleaning equipment, partial interior disassembly and vehicle downtime. Commercial vehicle downtime results in loss of income.

Spelt alcohol leaves stains, sticky surface, and if not treated immediately will result in an unpleasant rotten odor. Consistent with this common understanding, our business "Customer Agreement" provides that Coastal Breeze shall be entitled to receive reimbursement from any Customer for clean-up costs of such alcohol spelt in our business vehicles. Customer "assumes the-risk" of passenger alcohol spills in Coastal Breeze Limousines. Removal of alcohol spills requires as thorough clean-up as any other stain, involving labor, chemical and equipment.

Every respectable livery company will maintain their fleet pristine and competitive.

It is commonly understood that any vehicle could be delayed to arrival point by road conditions, traffic delays, as well as Acts of God. Heavy road traffic conditions may preclude limousine arrival as scheduled. Consistent with this common understanding, our business "Customer Agreement" provides that Coastal Breeze will not be responsible for these "delays". Customer "assumes-the-risk" of these risks of "heavy traffic", adverse road conditions, etc. Thus, this specific claim which seeks to hold our business responsible for traffic delays is ridiculous in light of both "Common Sense" and the terms of our "Customer Agreement".

Overall, these frivolous charges not only ignored our business' "Customer Agreement", but also violated basic Common Law and defied "Common Sense". In light of foregoing rebuttals, the charges aimed at our business are shown to be both unfortunate and actually ridiculous to anyone of common understanding.

Responding to operating on a suspended license, the company responded shortly before air time with this unedited email:

CBS is on Notice not to report "paper-work" suspensions without qualification that CBS has no actual knowledge of the Truth of weather CB Limo was actually given prior PUC Notice of a proposed Suspension Action with a corresponding Opportunity to dispute any "allegations" by PUC, and exhaust any lawful Administrative Appeal process.