American Coach Limousine

My experience with American Coach Limousine was fantastic. This was the second time I have ever used a transportation service. I didn't like the company I used a few years ago and a colleague recommended ACL. To be honest, the only reason I graded their price a "B" was because I wish it were a bit cheaper. But, their service was amazing. They texted me to let me know the driver was on his way to my home. My driver was friendly and extremely polite. He got us to O'Hare quickly and comfortably. It was the return that impressed me even more. I had forgotten they had my flight information. Shortly after we got off the plane they texted me to let me know the driver would arrive shortly and gave me his license plate number to watch for. We were outside for a couple of minutes when he pulled up. He greeted us with a smile and was again helpful in loading our luggage. He got us home quickly and safely and was respectful of us not feeling like chatting very much. After a stressful day, I appreciated that. Next time I need a ride to O'Hare I will call ACL. I highly recommend them.

Pick up time was fine.  Driver was uncommunicative.  May not have spoken or understood english.  Driver constantly drove above the speed limit on all roads.  This means we were going over 90 mph on expressway.  Lots of lane changing on all roads.  I felt very unsafe.  I wrote to company after trip and complained about the driver.  I never heard anything back.  I will not use them again.  I do not want to put my life in some crazy drivers hands.

I had a reservation for ground transportation from Midway Airport to Mettawa/Lake Forest.  My flight landed at 11:00 PM.
When I exited the plane, I immediately called American Coach Limousine to let them know I was ready for pickup.  I was told by the representative that the snow in the Chicago area (all 2" of it) caused delays across all the airports.  Their fleet was stretched too thin and my ground transportation was at least 45 minutes away.  I told the representative that was unacceptable and they offered nothing but an apology.  I went down to the cab stand and secured a cab in 5 minutes.  By the time I reached Mettawa/Lake Forest, I had spent $180 for the taxi service, which was $100 more than the amount I was to pay American Coach Limousine.
The next day I spoke with Jenny, the office Manager at ACL.  I explained the situation and she agreed that it was ACLs fault, but that they were dealing with multiple flights landing at the same time thus causing a shortage of cars.  I asked her to reimburse me the $100 additional fare I paid the cab, and she simply told me that it is ACL's policy to not reimburse for travel on other carriers.  She again apologized, but could offer no remedy.
I reminded Jenny that I travel quite a bit with their company as I need ground transportation to the airport at least two times per month.  I even suggested that since this was the first time I've had a pickup problem with their company, we could continue our relationship if she could offer something other than an apology.  How about a $100 travel credit?  Again, nothing but an apology.
I then provided Jenny a litany of actions ACL could have taken that would have created a different outcome.  For example, if they knew there was a backup of cars, why didn't they try to contact me (email and text work in airplanes with WiFi) so I could make other travel arrangements.  Another example, when I called after landing, why didn't the phone representative offer suggestions for other carriers that could expedite my travel?  Better yet, why didn't they pay for another carrier to pick me up?  Good livery companies always have a backup.  Even with all these facts, Jenny again left me with an empty apology.
I even asked Jenny if she would have waited 45 minutes for ground transportation given the same scenario, and she said she would.  Reminding her that my flight was landing at 11PM, she again said she would wait.  Unbelievable!  I think Jenny would be the only person in Chicago that would have waited for that car.  Amazing how blind management can be to customers needs.
For me, the true sign of of a poorly functioning company is that when a company disappoints you, and you bring this to their attention, their first response is to justify why they just screwed you over, which is exactly how Jenny handled this situation.  She spent most of the conversation explaining her problems instead of dealing with mine, and rationalizing why the car was late.
I hope every Angie's List reader reads this review as this could happen to anyone.  Pick your transportation company wisely.  I would not recommend this company to anyone.

Requested livery service online because of an email I received offering a $5 discount for a first time user of their service.  I received a confirmation indicating my request.  This as a livery of $50 for a trip from O'Hare Airport to my Home in Barrington.  I received a confirmation from the provider of $50.  I added a tip to the fee and paid at time of booking with my credit card.  The driver arrived to pick us up at the airport moderately on time and drove us to our home.  I received my receipt for the trip that same evening and found that I not only did not receive the $5 discount (even though I entered the discount code upon ordering), the charged me $60 for the trip and not the $50 that is shown on my confirmation.  I sent two emails with supporting data and received no response.  I don't like to be CHEATED and will never use this service again.  I urge others not to use them either.  Bad service is one thing, but bad business integrity is even worse.

Driver that picked us up at home was very rude, he made rude comments to everyone in the family while loading

Scheduled a pick up from Ohare to southside of city. First on the scheduling call the company informs me that the "economy" vehicle selection cannot travel into the city even though I have used the "economy" option in the past. This should have been my warning sign to abandon ship. In a hurry I opted to pay the extra $20 for the full size. Once arriving at the airport I received a text message with a link to click when I grab my luggage. After doing so at the 3H door I log into the app to find the furthest door to be 3E as an option. I then select 3E and pull all of our bags outside. After waiting 10 minutes with no response from the app I call the company. The customer service person was very rude from the start. After explaining the reason for my call was the app did not work and I had arrived and pick up all my luggage and am waiting outside. The rep responds well you need to walk down to 3D to be picked up. I explained we had been waiting outside at 3E same door as submitted into the app and we did not want to walk with all of our luggage to which his response was well here is the license plate and then hung up and would not provide his name when asked. After waiting another 10 minutes for the car to arrive I had to call the driver and explain I was at 3E not 3D to which his response was no problem (private contractor). When calling back later to ask for a supervisor I got the same customer service rep on the phone who refused to transfer me to another customer service rep. Needless to say I do not recommend this company their customer service is terrible. You would be better off using a ride share company such as Uber or Lift so you do not have to put up with businesses who do not appreciate their customers.

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We used to have great service from this company.  I have had two trips now that we booked online and were confirmed and then 5 minutes before they were supposed to pick us up, they called and said the driver was too far away and wouldn't be to us in time.  Upon arrival at the airport we sent our text when we got our bags and they sent a response with the drivers name and car #.  10 minutes later they called to say the driver was actually not near the airport for another 40  minutes. Their excuse was that they were very busy due to spring break.  

Excellent service!!!

unknown

It worked out great! I've used them a few times and will continue to use them.

The service went very well. The limo arrived on time and got my parents to my home on time. The driver was very courteous. I had no problem contacting the company or scheduling the service. They made everything very easy. We plan in using the company again in the future.

No Show! We put in a reservation for a stretch limo for 7 for a flight due in at 525p. Reservation made same day around 1100a and confirmed. Arrived on time, got our bags around 6p and called for limo per confirmation e-mail. Was told it would be about 15 minutes. At 630p we called back and were told driver had to drop off some psgrs at departures but was delayed due to traffic. Meanwhile, dozens of other limo's and taxi's came and went. Called back around 640p and told same thing, on property but be there soon. Called back around 650p, same answer, called American Taxi and requested cancellation of American Coach Limo. American Taxi showed up 8 mintes later with 2 requested cabs, costs slightly less than the 1 limo. Show charge posted to credit card, will see if it's rescinded per request.
In all fairness, we did use this limo service to the airport on 7/25 which went perfect, but I won't wait an hour listening to lame excuses (poor dispatching for a Friday evening).

The driver didn't know where he was going but that was just a one-time thing; I've usually been very satisfied with their service. I flew 2000 miles from California into a snowstorm and the driver was not up to my expectations. I've used them several times and I've been very happy with their service. They were who I used when I was working.

I've used this service about 5-6 times now, and plan to continue using them. The other negative reviews do frighten me a bit, but my experiences have been perfectly fine so far. They have always been ready and waiting whenever I made reservations, even if I made the reservation the same day. Can't beat the price, some of the cars are older, but still in good condition, so it depends on your preferences. You are able to specify newer cars if that's important to you (for a higher rate of course). This is one of the more casual limo services that I have used. They still help with the luggage and are professional enough for me, but to some this may not be enough.

Driver was scheduled for a 6 am pick up to go to midway airport. At 6:15 am, I called to see where the driver was, as they had not shown up yet. I was informed the driver would be at my house in 10 minutes. At 6:30, I called to cancel as I was going to have to rush to make it to the airport on time while finding an alternate way to get to the airport. I received a voicemail at 6:45 informing me the driver had arrived. Too late. My son and I have missed our flight. This was a disaster.
The company's communication was severely lacking and that ultimately cost a missed flight and subsequently $324 in unexpected expenses to change flights, plus the unbudgeted cost of parking, which turned out to be roughly $75.

The weather was terrible; they were right on time. The drivers were great. They're really helpful and carried our luggage and they got us as quickly they could under circumstances which were snowing when we came home, it was five degrees. They did an excellent job.

I made a reservation on Nov 10, 2013 for American Coach Limousine to pick-up me and my wife from Ohare International Airport in Chicago at 12:30 AM on Nov 16, 2013 upon return from a trip. I got a confirmation email from them on Nov 10, 2013 after I made the reservation and paid through their website. Again on Nov 12, 2013 I got an email notification saying that they would pick me up at this time.
When we got back from our trip and called the phone number around 12:35 AM after picking up our luggage as indicated in their two emails for pickup - the lady on the phone asked me for my name. After giving her my name she informed me that she couldn't find the reservation. So I asked her if it would help if I gave her the reservation number from the email and when I did she found the reservation. Then she said to me that the reservation was for 12:15PM on Nov 16, 2013. I told her that I had two emails from them confirming my reservation for 12:30 AM on Nov 16, 2013. She very rudely told me that she didn't care what the emails said, she insisted her information was correct, that she didn't have a car or driver available and that we would have to find other modes of transportation to get home. When I then asked her about the fact that they had already charged my credit card for the amount (proof included in the enclosed receipt in the email) she said that since according to her my reservation was for the wrong time I would have to pay even though they didn't pick us up. I have disputed the charge to my credit card and they are following up on this.
So my wife and I had to scramble and find another car service to get us home in the middle of the night.
There are a few reasons why her assertions about my reservation are inaccurate -
1. I have two emails from American Coach LImousine proving that my reservation was for the right time - I am including those emails in this report.
2. The charge included a special surcharge that they charged me because of the off-peak time since the reservation was for 12:30 AM. Her assertion that the reservation was for 12:15 PM was inaccurate because that is not an off-peak time and they wouldn't have charged me a surcharge for that.
Here is the confirmation email from American Coach Limousine on Nov 10, 2013 (I've deleted name, address and credit card information)..... (Following this I've also included the email from Nov 12, 2013 where they again confirmed the reservation)
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Thank you for using American Coach Limousine.
This email contains your reservation confirmation. Below is detail of your scheduled service. Please review it carefully and call us immediately at the number listed if there are any corrections that need to be made.
Service Detail:
We will be picking up XXXXXXXXXXXX, party of 2 on Saturday, November 16, 2013 at 12:30 AM.
The pickup will be from Chicago O'Hare (ORD) for a trip to xxxxxxxxxx Naperville South Of 95T.
The requested service type is Luxury Sedan.
The fare for this trip is $106.00 and will be paid by Credit Card.
The reservation number for your trip is: AM1038017.
Upon arriving at the Airport Please Collect your luggage and call 630-629-0001
Call Us With Any Corrections
If you feel that there are any errors in the above reservation(s), please contact our reservation center immediately at (630) 629-0001.
To view your reservation on-line got to https://americancoachlimousine.hudsonltd.net/res and click on the VIEW or CANCEL button.
Have a great trip, and thanks again for using American Coach Limousine.
Receipt for Service
American Coach Limousine
(630) 629-0001Receipt prepared for : S. Bobby KoritalaPickup DateSaturday, November 16, 2013Pickup Time12:30 AMPickup LocationChicago O'Hare (ORD)Dropoff LocationNaperville South Of 95TNumber of Passengers2Fare$91.00Gratuity$15.00Total Fare$106.00Payment TypeCredit CardCredit CardxxxxxxxxxxxxReservation NumberAM1038017
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Here is the second confirming email from Nov 12, 2013 again indicating the reservation for 12:30AM on Nov 16, 2013
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Dear XXXXXXXXXXXX,
Thank you for choosing American Coach Limousine. Your pick-up is scheduled for XXXXXXXXXXXXXXXX on Saturday, November 16, 2013 at 12:30 AM. If this needs to be cancelled or changed, please contact our office immediately at (630) 629-0001 or modify/cancel your reservation online atamericancoachlimousine.hudsonltd.net/res.
Please do not reply to this message.
Thank you,
American Coach Limousine
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I was very pleased with the quality of the drivers and ACL's and quot;economyand quot; cars that were like new and exceptionally nice...Their drivers were very professional, on time, and I felt for the price ( stated above as one way) that they were VERY fair. So many companies say they have and quot;good or low pricesand quot; to O'Hare from Naperville, but when you call it ends up costing ALOT more... Really liked these guys and would use them again.

On April 12, 2013 I contacted American Coach Limousine to provide limousine service for my brother and sister-in-laws wedding for Saturday June 8, 2013 in Joliet, Illinois. I spoke with Pat who was very accommodating, answered all my questions, and quoted me a firm price for a 3hr wedding package.
I had reviewed several companies online and through wedding planning services and the main reason I chose this company was because of the positive reviews that were posted regarding your service and because of the assistance that Pat gave to me.
I received an email response from Pat that stated and I quote and quot;Our Wedding Packages include unlimited stops, color coordinated decorations to match your wedding party, a and quot;Just Marriedand quot; sign, and a stock bar with soda and water.and quot; Pat's response also mentioned that your fleet was meticulously maintained and that if I wanted 5-star limousine service at a fair price that American Coach Limousine is your answer!
I spoke with Pat and mentioned that the main color was purple and that I would get back to your company with the secondary choice. Later I received an itemized trip receipt on on 4/16 which clearly shows in the and quot;instructionsand quot;: 2 colors for decorations purple and other tba .
Last week I called to confirm my reservation and spoke with someone named Stacy or Tracy. I'm sorry that I don't remember her name exactly. I called to confirm our times, pickup and drop off locations and the DECORATIONS package. I told her the secondary color would be silver. Another person from the company called the next day and asked if I wanted a and quot;Just Marriedand quot; sign. I was confused by this as Pat's email from the beginning states this is included as part of the Wedding package.
That same night my sister-in-law to be called me to ask if we needed to decorate the limousine. I told her and quot;noand quot; because this was all arranged with your company.
The day of the wedding arrives and Imagine my SURPRISE when I walk out of the church and find a black stretch limousine with NO DECORATIONS AT ALL! I immediately spoke to the driver, Arthur, who told me he knew nothing about any decorations. Now I am not only surprised but also ANGRY and EMBARRASED.
I had arranged the limousine as part of my wedding gift to my brother and his wife. I was looking forward, after a beautiful church service, to see her smiling face when she would see the limousine decorated in her favorite colors of purple and silver. That moment was stolen from me by American Coach Limousine.
Instead I had to pull my brother to the side and explain that the limo company messed things up and there were no decorations at all. I was sick and heart broken to have to tell my sister in law that your company had made a mistake and there were no decorations. I was literally sick to my stomach when I had to tell her this. She walked out of the church with her husband, wedding party, and family to a plain black limousine, one you would see for a funeral service and NOT for a wedding. There was nothing celebratory about the limo in any way. On top of this, as the driver put some of our beverages into the ice buckets in the limousine I noticed that the carpet was not clean and there were large tears in the seat cushions that you easily notice upon entering the vehicle. This is what you consider meticulously maintained?
This company failed to deliver on the items listed on the contract. According to the driver Arthur, they failed to relay any of the information that I had provided regarding the decorations and confirmed the week before (thinking that this would mean that there would be NO mistakes, errors, or problems on the day of the wedding).
I don't know how it happened and it is certainly not my job to figure out how things went so wrong. I fulfilled my part of the contract by paying in full and providing all the details I was asked to provide to meet the request of the bride and groom. This company FAILED MISERABLY and did not fulfill their part of the contract.

* Company offered a refund of $75.00 but no more. I accepted their offer as I felt I wasn't going to get anything more from them and it was better to get at least something rather than nothing.

They have always been reliable and competitively priced for airport transportation. We also used them for our wedding on New Year's Eve. The price was competitive and they were flexible with their schedule. The only problem encountered was that I was told when I reserved the limo for the wedding and provided my credit card information, that they would authorize the credit card the day of the event so that I would not need the card with me when were dropped off at the reception. Well, we arrive at the reception and the driver says he needs my credit card, which I didn't have with me since I was the groom and had some cash for tip. He was able to call and have them authorize the card for the event, but was a bit resistant to doing this for me.

I've used this service a half a dozen times or more and I have always been completely satisfied with the service. They are always sitting in our driveway 15-30 minutes prior to our scheduled pick up time, the cars have always been comfortable and clean and the drivers have always been very professional. I will continue to use their service.

Had an international flight at 8:00, so called this company since I did not want to rely on a taxi. I live in the NW side of Chicago, not a confused area. Wanted the limo at my house at 5:15. Called them at 5:00AM and they said the car was on the way, great. 5:15, no car. 5:25 the guy calls me from the car, he is at least 5 miles away, lost, and can't speak good English. The dispatcher gave him the wrong address. I was forced to drive to the airport, have my car snowed in, and spent over $150 to pay for parking, otherwise I would have risked missing my flight. Gina the manager emails me back after I let the dispatcher have it, and offered me to $10 coupons for my next ride. Seriously! After telling her that was not acceptable for almost messing up my vacation, never heard back from her.
Do not trust this company if you want serious service. I thought they were a quality company, I guessed wrong, and had to pay the price by having to rush myself to the airport at the last minute. I was lucky I did not miss my check-in and my flight.
Beware and avoid this company. Look how many bad reviews there have been, are you willing to chance something to save a buck or two?

This was the first time I used this service and was very happy .. The cars were clean and on time. The drives were pleasant and went out of their way to make sure we arrived on time. The driver coming home ran into a big traffic jam and went out of his way to find another way home. What a wonderful thing that was and saved so much time. Would definitely use again.