- Report: #796444
Report - Rebuttal - Arbitrate
Complaint Review: Charter Bus R Us
Charter Bus R Us6715A Electronic Dr Springfield, Virginia United States of America
Charter Bus R Us What a crock Springfield, Virginia
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I looked for a bus for months. I needed one that could take my fiance and his groomsmen from the hotel to our ceremony/reception site early. Then another trip to take our 50 guests from the hotel over. I spoke with a rep who offered to have a shuttle for the first trip at 4 then their 57 passenger coach bus to pick up the other guests at 5:45. she gave me a price that couldn't be beat so I booked it. We were having issues getting the contract to her so she asked me to type it all out and give to her via e-mail. I did so with my down payment and she sent me the confirmation on everything. This was all a month before the wedding. Then 10 days before the wedding I received an e-mail from the company stating "it is 10 days before the big trip, please make your final payment to finish your booking"...I made the payment right then.
Then the day finally came....I was at my parents house where I had stayed the night before. My girls and I got ready there and limo, from another company, picked us up.
At 4:15 I got a call from my fiance saying the first bus wasn't there. I didn't think anything of it, just thought maybe they got lost or stuck in traffic. So I called and that is when I spoke to an absolutely rude man......he put me in tears on how he spoke to me and the whole situation. Those were my first tears of my wedding day and not at all happy ones.
I asked what was going on and he told me numerous times that we only paid for one bus. Firstly.....how am I to know what the cost of their buses are? I don't work there and I spoke with THEIR rep who gave me that price for two buses.
At this point while I was still on the phone when my fiance called my sister to say they found a ride as we needed to get there to meet the photographer.
So then I asked the man since it shows I paid for only one bus that means that bus will be at the hotel at 5:45 to pick our guests right? he proceeded to say the same thing "you only paid for one bus" After him interrupting me and repeating himself with out answering my questions I began to just bawl. Never have I spoken with a customer service rep where they messed up and were yelling at me. I then stopped crying, asked him in a stern voice "will the bus be there at 5:45?!" that is when he told me (finally) "no, since my dispatch team was confused on what was going on they never dispatched a bus" my heart, stomach and everything else just sunk. It didn't even bother him that they took my money, never contacted me to verify anything else but then was just going to let it go and not send out a bus at all after I have paid for it and had it all planned. Did he think we wouldn't notice???
They had all contact info on me, they e-mailed me 10 days prior to confirm and and take my money but never let it be known they were confused on things. Quick to take the payment but never phone me about any questions. I wouldn't have cared if they called the day of. Then he said they did try to contact me. That is when I asked when and from whom? I could hear him asking another person in the room saying " you called Jennifer didn't you?" and I heard the person say no they did not. That is when he didn't know what to say. He then said he could either refund my money or try to find another bus but could not guarantee a time or if he could even get a bus at all.
That is when we cancelled the bus all together. I called the rep I originally was working with as I had her direct info and asked her what happened. She told me there must have been a confusion when she talked as she thought I wanted one bus to make the two trips. I just laughed as I had no idea what else to do......if that was the case....the bus still never came. I could have ordered 10 buses or one bus but nothing came as they never dispatched anything. She had nothing to say except for they are working on it. But by that time we cancelled.
my fiance (Chad) had his cousin/groomsmen calling other companies at the last minute (at this time it is close to 5 pm and the bus was to pick up our guests in 45 minutes). He did find a company and they made it there within 30 minutes of their phone call. He contacted Chesapeake Charter and they saved the day! I will highly recommend Chesapeake Charters to anyone. The driver was extremely nice and understanding and the company helped us out with no hesitation and complete kindness.
Charter Bus R Us's saying is "we guarantee you will be satisfied" well that is the complete opposite of what we were and their customer service was completely rude and disrespectful.
I am still waiting on my refund and have a lawyer on the issue. Thank goodness she is family so I won't have to shell out any more money for this horrible company.
This report was posted on Ripoff Report on 11/09/2011 09:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/Charter-Bus-R-Us/Springfield-Virginia-22150/Charter-Bus-R-Us-What-a-crock-Springfield-Virginia-796444. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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