Complaints

This profile includes complaints for Wolf's Bus Lines, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wolf's Bus Lines, Inc

  200 Old Us Route 15 York Springs, PA 17372-9202

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  Wolf's Bus Lines, Inc

  PO Box 235 York Springs, PA 17372-0235

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:12/12/2024

  Type:Product 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.

  On 10/28/24 I booked a trip with ****** Bus Lines for a day trip for Saturday, 12/28/24. Initially I forgot about the trip and when I checked the site for the balance, the trip said it was cancelled. I understand that the full payment was due by 11/13/24 and I missed that deadline. I called ****** and tried to explain that I forgot about the trip & see it was cancelled but ******* answered the call and was incredibly unprofessional and condescending. Although I tried to apologize and explain that it was an oversight on my part, she continued to tell me it was too bad because the money was gone, and it was a non-refundable deposit. She cut me off repeatedly and scolded me like a child for not answering the email or call from them on the week of 11/13. I wasn't even able to explain that my family has been ill with covid and pneumonia since that week, one of us after another, still not fully recovered, because again she continued to berate me and accuse me of "IGNORING THEIR CALLS" (her exact words) on the week of 11/13. I am a supervisor with a large healthcare company, overseeing a call centre, over 30 staff members and over 2000 calls per week, I am appalled that this is how Wolf's Bus Lines handles customer calls. It was just shocking how rude, condescending and unprofessional ******* was on that call, scolding me like a child - not just for not paying the deposit but also for not answering her call on the week of the 13th. I was so shocked by the interaction; I attempted to apologize again for my oversight and again she continued to cut me off and tell me the trip wasn't cancelled in time, and I wouldn't get a refund because the money is gone and it wasn't cancelled within 45 days. According to the invoice- there's nothing about the deposit being non-refundable and by my calculations the trip was cancelled by ****** within the 45-day cancellation period. I would appreciate a more customer focused resolution to this or I will be telling everyone I speak to.

  Business Response

  Date: 12/18/2024

  On Oct. 27, 2024 - ***** ****** called Wolf's Bus Lines to book 4 passengers to go on the Dec. 28, 2024 ******** On Your Own tour.  When reserving, she was asked for a $20 per person deposit to hold the seats.  During the booking process, ***** was offered the Pack Plan cancellation protection which allows passengers to cancel up to 48 hours from the departure date. She opted out of the protection plan, but paid the $80.00 deposit.  As stated in her confirmation, final payment is due 45 days prior to the trip's departure which would have been Nov. 13th, 2024.  She was told this on the phone, and paperwork was sent to ***** with our policies and procedures. By not purchasing the Pack Plan, the trip was non-refundable as of Nov. 13th.

  On Oct. 31, 2024 - *****, from our office, called ***** and left a courtesy message to remind her that her final payment was coming due.  She also had the paperwork with the due date noted to remind her as well.  We did not receive a response.

  On Nov. 12th, 2024 - ***** called ***** again and left another message that her money was due by Nov. 13th.  We did not receive a response.

  Nov. 13th, 2024 - ***** called again and left a message that her money was due. We did not receive a response.

  Nov. 14, 2024 - We waited until lunch time, and no call from Ms. ************* At 12:40pm, - ***** sent her an email stating that we had been trying to reach her in reference to her money and that we needed to hear from her by 3pm on Nov. 15th or her reservation would be cancelled and money would be non-refundable.  Even though 3pm came and no money, we thought we would wait until the following day in case she was at work and didn't get the message until after work.

  Nov. 18, 2024 - ******* in our office called Ms. ****** and left a message telling her that the reservation was cancelled after numerous attempts and the deposit was non-refundable at this time.

  Dec. 13, 2024 - Almost a month later.  Ms. ****** called the office and talked to *******. She told ******* that since we cancelled the trip, she wanted to know when she would be receiving a refund on the deposit.  ******* told her that the deposit was non-refundable at this time.  I (***** - the owner) sit across from ************** I heard the entire conversation that ******* had with her. ******* was never, rude, condescending or unprofessional. I thought she handled the situation very well, being direct and to the point with our policy. She asked if there was anyway we could refund the money and ******* said " I am sorry, at this time it is non-refundable".  Ms. ****** never once said that she or anyone else was sick.  She told ******* "I am sorry, it was my fault that I didn't get back to you, it was an oversight on my end".  

  I could understand this as things can be forgotten, however, ****** went out of our way to remind her and try to work with her on this with no response or acknowledgment back from her.

  We have policies in place that we try to hold to everyone, if we start making exceptions, were does it end.  Most companies would have cancelled her reservation when the money was not received by Nov. 13th with no call or anything.  We had made numerous attempts to contact ***** with no response back.

  I am sorry she was too busy at the time to worry about her $80 deposit, but most of all I am very upset and disappointed on what she has commented about my employee ************** I heard the entire conversation and ironically when the phone rang (we have caller ID) everyone in the office commented that it was the lady finally calling that they had all been trying to contact.  It was her fault that she lost the money, and she should have not embellished the conversation with ************** My employee handled the situation professionally.

  You have a copy of the invoice that Ms. ****** was sent stating when the money was due and also the Pack Plan that was offered when she booked, that she denied.

  I am also including a copy of the email that was sent to Ms. ****** on Nov. 14 from *****.

  The money is not the issue - the issue is the way she stated that ******* handled the situation, of which I was a witness.

  Please let me know if you have further questions.

   

  ***** ****-*****

  owner

   

   

  Customer Answer

  Date: 12/19/2024

  There was not a voicemail left on 11/18, which I know I cant prove. 
  
  However, The business response says that the email sent on the 11/14 at 12:40 stated that trip would be cancelled and the money non-refundable. 
  The email stated no such thing. Ive attached for reference. 

  Business Response

  Date: 12/23/2024

  In the letter that she provided. Under Cancellations -  It states that refunds will be given ***IF *** cancellations are made at least 45 days prior to the departure date. She NEVER cancelled the trip for a refund.

  Also, the full payment is due 45 days prior.  So at 45 days prior- Nov. 13, 2024, she was to either cancel the reservation or pay it in full.  She never called or emailed.  ****** ended up canceling her reservation on Nov. 18th due to non-communication and lack of funds.   

  I understand she may have forgotten about the trip, however, being told 5 times when the balance was due and us notify her murmurous times, I feel as a business, we went above and beyond what was needed to be done.