Pure Luxury Transportation

How Pure Luxury Transportation began

Think back to the worst customer service experience you've ever had in your life. Now think of everything you would have done differently. Welcome to the world of Pure Luxury Worldwide Transportation, a company established by Gary Buffo, founder and owner, due to a horrible experience that changed his life forever.

"It started back in 1991 when I had a very special occasion planned for my employees at our family restaurant. It took weeks to plan a night our employees would remember forever. The night would begin with a stretch limousine whisking us away to a waiting cruise ship for which I made the special arrangements. What I didn't realize or expect was that one part of my planning, the phone call for the limousine, would ruin my entire evening, as well as determine my future.

On that special night, the limousine did not arrive at the scheduled time, but an hour late after several phone calls to the company. The limousine was filthy, cluttered with garbage, and there was no champagne, sodas, juices, or ice, as promised. I requested that the driver pull over and get a bottle of champagne, but the driver refused. The driver flew down the highway passing every vehicle in his way. When we arrived at the ship, the driver had the audacity to say, "Everything is included, but my tip," with an outstretched hand.

The next day I called the owner of the service, explained what happened, and asked for my money back. He replied, "There is no way that could have happened; that was my best driver." After several comments, he replied, "I'll look into it and get back to you." A month later I still had not heard from him. Fortunately, it's a small world...I bumped into him at a party and introduced myself. I will never forget the look on his face; what blew me away was the plethora of excuses he came up with in less that 30 seconds. At this point, I thought to myself,"I should get to know this guy because if he is half as successful as everyone says he is, I want to find out his secret." We became instant friends. A week later, he asked if I would mind giving him a hand getting his limo service off the ground. The next six months of my life were donated to his organization and were the best lessons of what not to do in any business.

One day, I went to him and explained that he needed to treat his employees as if they were the most important customers in his business - without them he wouldn't have a customer. He replied, "Are you kidding! I don't pay them, so they quit after a month. I make 100% profit, and I have more drivers than I could ever wish for. As for the customers, I overcharge everyone and they seldom catch it, so I'm not changing a thing." I tried to relay to him that business is not just about money, but also about people and without people, there is no money. He just laughed. At this moment, a light bulb went on and it did not take long for me to go to Los Angeles to buy a brand new stretch limousine.

By the time I returned home, I had written my first business plan that was simple and to the point: I will always do more than everyone else and people will always come first.

Pure Luxury now operates a diversified fleet of over 30 vehicles, serves over 450 cities worldwide, and provides transportation for some of the most extraordinary people in the world. Today, Pure Luxury continues its legacy of excellent, unparalleled customer service through our unique system - assuring every customer the same quality service, every time, by the most professionally-trained staff in the industry.

Thinking back, I never did receive a refund, but I suppose you can say he has paid me back in more ways than I could have imagined.

I only hope that you find the desire to experience the Pure Luxury difference." Gary Buffo, founder