Complaints

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• Initial Complaint

  Date:08/18/2023

  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.

  A detailed description of the complaint is attached. The only thing not attached are the videos as they are large files.If you have any questions, you can reach out to me at ************ or chandra@********.I did try to reach out to the company but they have evidently blocked me and are not even answering the call.

  

  Business Response

  Date: 08/19/2023

  I am very sorry that we did not contacted you directly, this was our oversight, but if you read below, we had no idea that a small coolant leak turned into such a huge problem!
  
  The communication and instructions from our mechanic and myself with the driver were the as follows:
  1. Driver called to let us know that there was low coolant. ******** had asked him to get water to fill in the tank and keep going. There was a small hole in one of the hoses which is not a big issue and does NOT place ANYONE in ANY DANGER!!! The bus can still operate just needs coolant or water so the engine can keep running because it can't operate with low coolant level. Since our replacement bus was 4 hours away, it was communicated to the driver that if he fills it with water, the bus will make it to ********* in normal time without 4 hour wait time and then another 4 hour drive time to *********. Which would ended up being much, much longer. The replacement bus would have been sent if the bus was completely out of service, or had a dangerous situation, since none of this was clearly the case, waiting for 4 hours and then driving another 4 hours would have been a nightmare for your group from our perspective. If the driver had followed our instructions and instead of stopping every 5 minutes, he drove straight to *********, you would have no issues at all. The driver decided that he knows better than our mechanic with over 20 years experience.
  2. The mechanic recorded his own video showing the driver how to disconnect a sensor, so the engine can keep running. This was NOT a ******* video, I don't know why this was such a big deal, this is a standard procedure so the driver can follow the mechanic's directions about what to do. Again, this does not place ANY PASSENGERS in ANY DANGER!!!
  3. The driver informed us that he will attempt to find water or coolant and keep going. He never mentioned that anyone was in danger or in distress! The driver had said a lot of things that he regrets and he mentioned that he totally mishandled the situation with the passengers and the bus and did not follow the directions given by the mechanic. He freaked out over nothing which escalated into this huge problem and the management did not know that this was going on.
  
  This bus had absolutely no issues mechanically or pertaining to safety the day prior or at the beginning of the trip, this hose had developed a small hole on the way back to *********. Your group was NEVER in danger the day before or when the leak happened on the day of Aug 5. We would never place you in danger, this would be the last thing that we would want to do! We had replaced the small hose and the bus is and has been running with no issues since then.
  
  This is an unfortunate small mechanical issue that happened 4 hours away from the nearest town with a poor phone reception. There was no easy way to service the vehicle there and since the issue was small it was determined that the bus will make it back to ********* faster than waiting for a replacement bus.
  Neither the customers nor the driver communicated to our company that any one was in physical pain or emotional distress! The bus made it to ********* without any problems with a few hours delay. 

  
  Our contract specifically states that we will not be held liable for situations beyond our control, there is no way you can predict or prevent something like this happening for any bus, train, boat, airplane company.

  
  We have not done anything to this group that is dishonest. We have never promised something that was not provided. We never mislead the group in anyway. We never provided false advertising. We never put anyone in danger. We handled the situation in the best way that we could while it was happening. The only thing that we totally failed to do is to send a follow up apology and a refund for Aug 5 immediately. We have learned our ****** to communicate better with the customers directly, but we will not be sending a check for Aug 4 or for the so-called "emotional damages". 

  
  Here are the receipts for the credit card refund for Aug 5 transfer:
  
  Guest: ****************************
  Booking #: ******
  
  TRANSACTION RECEIPT
  Card Type:****
  Card Number:******************
  Name On Card:***************************
  *****************
  Total Paid($719.04)
  
  
  
  Guest: ****************************
  Booking #: ******
  
  TRANSACTION RECEIPT
  ************:10:53
  Transaction Type:Credit Card Refund for the remaining balance
  Card Type:****
  Card Number:*******************
  Name On Card:***************************
  *****************
  Total Paid($1,677.76)