Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 16th, 2022. We rented this party bus for $600 for 5 hours, to only find out once the driver arrived the bus did not have working cold air blowing on the bus. The driver all night turned it off and back on hoping and thinking it would help blow some sort of air. We questioned the driver and he said his boss hasn’t had time to fix it due to recently having a baby. Regardless of the reason that bus should not have left the facility or be rented out. When I messaged the owner the following day they said I couldn’t get any type of refund because we didn’t mention it to them the day of although we did to the driver and the owner had already known. I was told I would also get my deposit back on July 18th and didn’t get it back until July 20th. The owner also told me that since we stayed on the bus the entire time we wouldn’t get a refund of any sort. I mentioned we had already paid in full and we reserved the bus that day and had plans, how else were we supposed to get around with 10 people. Noticing the bus was also very dirty on the roof but I was told if it’s dirty or anything is broken you wouldn’t get your deposit back. This business should be shut down or at least make sure their buses are up to date and everything works correctly. Not only did we who rented the bus have to sit in the dying heat with no type of movement of air but the driver also did while he waited on us. I was very unsatisfied with my experience as this was supposed to be a good night out.

  Business Response

  Date: 07/22/2022

  Client booked party for 7/16/2022. Security deposit required to book, refund issued after completion of services, per contract there is no set time frame for refund. However, refund issued via PayPal on 7/18/22, we cannot control how quickly each individual’s banking institution processes the refund. PayPal transaction code for proof that refund was issued on 7/18/2022 is *****************. As far as roof being dirty, it is a vehicle that is driven outside. Contract states bus is to be returned damage free and same condition it was received, which is what occurred and why client received their deposit back in full.  Client had personal contact information for the company owner. At no point were we contacted and notified of any dissatisfaction. We were only notified the next day, after services were rendered in full. The bus has two working AC units. The one in the rear cycles intermittently where it blows and circulates air, the front AC is a constant flow, so two separate climate units. We are actively working on getting the rear AC to cool continuously, but the system does blow cold air, it’s just intermittent. Client had the option to cancel the trip prior to the start of the booking or during. However, chose to utilize the services for 5hours with no mention of issues or concerns to the owner until the next day, asking for a full refund. The bus’s safety, which this client is trying to question, was actually evaluated on 7/8/2022 by the State Highway Patrol, as well as the Department of Transportation, and has passed every inspection, meeting the State Highway Patrol and Department of Transportation operational and safety requirements. Lastly, we did attempt to appease client by offering a discount on a future booking with a different bus. Client was not satisfied with said offer. In conclusion, the timeliness of security deposit refund processing is dependent on each individual’s banking institution, the bus is fully operational as confirmed by the State Highway Patrol and DOT, and a refund cannot be issued for services that were completed. If we had been notified prior to start of booking or even during the booking that the client was unhappy, we would have been more than willing to accommodate. However, client chose to use the service for 5hours with no mention to owner until the next day. 

  Customer Answer

  Date: 07/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We didn’t notify the specific owner but we mentioned it the driver. He also stated and knew it wasn’t working. The rear ac didn’t work at regardless if it was cold or not we would’ve felt it. 
  Also I was never notified before the bus came nor once we were on it until we all started sweating. At that time we asked the driver and he said they hadn’t had time to fix it. At this point it’s not even about the refund it’s the fact that I wasn’t asked before hand if we still wanted the bus. Of course we stayed on it we had all scheduled a night out. Although it’s a business and I had the contact info not all businesses as such are relevant to replying on weekend days. 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 07/25/2022

  See attached file showing proof of AC being serviced in April, and again being re-evaluated after 7/16/2022 trip documenting a fully functioning AC unit. Client was not notified of any AC issues because there were and currently are no issues. The AC unit cycles, we are currently working on making it a constant cooling feature, but the AC is functioning in its current state. As far as not contacting owner, website states we are open 7 days a week 365 days a year. The owner is especially available during operating hours.  It is client’s responsibility to report any issues, prior to completion of trip, as such, no refund will be provided since client utilized the services for the entire duration of the trip/booking.