For Immediate Release: Tuesday, November 13, 2007
Montgomery County’s Office of Consumer Protection (OCP) has issued a report which found that 51 percent of the 136 limousine firms listed in the Montgomery County “Yellow Pages” telephone directory are not licensed with the Public Service Commission and 88 percent are not licensed with the Washington Metropolitan Area Transit Commission. The report also found that 75 percent of the firms which specifically advertised “airport” service were not licensed to pick up passengers at Baltimore Washington International (BWI) airport by the Maryland Aviation Administration.
“When selecting any merchant for which a license to operate is required, consumers must take extra steps to ensure that the merchant is, in fact, licensed,” said OCP Director Eric Friedman.
The limousine study was conducted following a complaint filed by a consumer claiming that wedding guests were left stranded when the limousine company that was hired failed to provide a 47-seat passenger bus for which the consumer had paid for and reserved in advance.
According to the OCP report, only 66 of the 136 firms listed in the phone directory are licensed by Maryland’s Public Service Commission and only 16 of the 136 firms are licensed with the Washington Metropolitan Area Transit Commission. Sixteen of the 136 firms listed specifically advertised or used the word “airport.” Limousine firms picking up passengers from BWI airport are also required to be licensed by the Maryland Aviation Administration. Only four of these 16 firms were properly licensed.
“It’s not unusual for merchants to use different trade names with the same addresses and telephone numbers, making it difficult for consumers to know with whom they are doing business,” said Friedman. “In addition, it may be difficult for consumers to know if the firm actually has possession of the specific vehicle the consumer is reserving.”
OCP offers the following advice to consumers in selecting a limousine firm:
1. Check all licenses – To operate in Maryland, the limousine service must be licensed by the Maryland Public Service Commission (PSC). A list of licensed carriers is available on its website, http://www.psc.state.md.us/psc/. To determine if a limousine carrier is licensed to pick-up passengers at BWI Airport call (410) 859-7298. Licensing with the Washington Metropolitan Area Transit Commission can be obtained from their website http://www.wmatc.gov/.
2. Make sure the companies are insured and the drivers licensed – The PSC has specific requirements for insurance when it comes to licensed vehicles, based on the number of passengers that they hold. Check that the company meets the PSC’s requirements, which can be found at http://www.psc.state.md.us/psc/Info/forms/form-28.doc.
3. Check how long the company has been in business – Often, companies that have been around for a much longer time are more experienced and reliable. This should be something to consider, but not necessarily a deciding factor, when choosing a company. To research a company’s history, go to http://www.dat.state.md.us/sdatweb/datanote.html.
4. Are they part of a professional trade association? – Inquire whether or not the company is part of organizations such as the Better Business Bureau or the National Limousine Association. Often, these companies are more established and professional.
5. Speak to past clients – If you know anybody who has used a specific company, inquire about their experience and satisfaction level, or any other information that may help in deciding whether or not that company will meet your needs.
6. Put everything in writing – Make sure to keep track of all correspondence and contracts with the company. These will be important from the first interaction with the company, to the time when the check clears and the event is over.
The contract should be specific and include any relevant dates, locations, times, hours of service, information about the specific vehicle (make, model, year, and color), prices (including gratuity for drivers), overtime charges, etc. The contract should also detail the policy regarding cancellations or liability for any service that was promised but not provided.
The Office of Consumer Protection investigates thousands of complaints each year involving automotive sales and repairs, new home purchases, home improvement, credit issues, retail sales, Internet services and most other consumer transactions. OCP provides pre-purchase information to consumers, as well as speakers to the community on consumer issues.
For more information, call 240-777-3636, or visit OCP’s website at www.montgomerycountymd.gov/consumer.