My cousin and five of his friends got together and rented a limo for prom. They were quite excited about it and had made plans to take the limo to Forest Park for their pre-prom photos and then go to the prom. They made a point to pay, in full, in advance. This is important.
The night of the prom arrives. Everyone's excited. They all get to my cousin's house where they're scheduled to be picked up.
Half and hour or so goes by, and they're starting to be running late, so they call the limo company to find out what's up. Limo company tells them that they'll have to call the driver directly and gives them a number. They try the number a few times, no luck.
It's now about an hour past the scheduled time that the limo was supposed to be there. Still no limo.
They call the limo company again and this time the company is "Oh. Well, I guess we'll give you a refund." And there was never a limo.
In the end, they all had to drive themselves to the prom location. They never got their photos at the planned place and were late to their prom on top of it. In my cousin's words, his senior prom was "ruined" by this experience for him and his girlfriend.
I suggested that him and his friends contact a lawyer about a breach of contract suite over this. In my opinion, there is no excuse for taking someone's money, offering shoddy service, and then never carrying out your half of the contract. I believe that the limo company is liable for more than just a refund here, but I thought I'd get the opinions of the bad_service crowd to see if I made the right suggestion in this case.
BTW, if I ever get the name of the limo company, I will be informing everyone I know never to use them because of this.