Los Chavez Autobuses Inc. Horrible Customer Service, unwilling to state return policies over phone, website or establishment, reoport untrue statements to companies in order to refuse service or provide refunds to their clients, worst travel company I have ever dealt with, several consumer complaints have been filed with the BBB for this same exact reason. Houston Texas

On March 7th, 2014 I contacted Los Chavez AutobusesInc. to purchase 4 tickets to Mexico for that same day, 5:30pm departure time. Their representative over the phoneonly asked a few questions, what seats I desired, number of people traveling, whether it would be a round trip, and my name and credit card information in order to process the payment over the phone. Once I provided that information the lady hung up.

That same day on our way to their bus station, I contacted Los Chavez Autobuses to inform them of a car wreck that was preventing an exit from the freeway to their establishment. The phone call was made at 5:08pm ( I have the phone records to prove it), this was communicated in an attempt to inform the bus line of a "posssible" delay in our aarival time. I let the representative over the phone know that from my location, the GPS stated I was 6 minutes away but my new delayed arrival time due to a wreck was of 5:28pm. The Los Chavez Autobuses' representative stated that the bus would leave exactly at 5:30pm and that I needed to hurry so I wouldn't miss the bus. I replied to her by stating that I was sure I wasn't the only one under these circumstances. She still proceeded to state that we needed to hurry up. Once we exited the freeway, we drove as quick as possible. We arrived on a red street light one block away from the bus line. The time was now 5:32pm. I saw our bus and we quickly made a u-turn and followed the bus to flag it down. The bus came to a stop shortly after and the driver got off of it only to grab a jacket from a truck that had parked on the side of the street right behind the bus, along with us. Once the bus driver got off, I immediately exited my vehicle and asked the driver of the bus to wait since he was leaving without us, he informed me that his bus was full and that he was the only 5:30pm bus. The time was now 5:36pm and my mother was on the phone with the bus line explaining the situation. My Mother let the representative know that we should have been on that bus and that it would've taken him no-time to allow us to get on it, if he had the empty seats that were sold to us.

We quickly got in our car since there was nothing we could do at that point and headed to the bus line which was not more than two minutes away. We arrived at the bus station only to find out that the bus had not only left without my family of four but also thirteen other people. These families were all demanding a transfer of their tickets or a refund of their tickets to them since none of them had gotten on the bus.

I spoke to about 6 people in the establishment and was told that the bus line had told them the same thing that they said to me, their attendant  said we could all try to make it to their next stop and get on the bus there, which was in Rosenberg, T.X., about 30 minutes away. I told her there was no point since the driver had already told me there were no more empty seats in it. She quickly turned and looked at her other partner behind the window in disbelief of what I had just told her. I questioned them of why they would not allow the bus to wait since there was an obvious unforseen circumstance that prevented us to make it there on time. The other passengers agreed with me and asked for them to assist in resolving the situation. The Los Chavez Inc. attendants, stated that there was nothing they could do for any of us 17 people who'd missed the bus.

My boyfriend did not take the news lightly and proceeded to call the police and reported the situation as a theft. He let the personnel know what he was doing and they only threw their shoulders up in the air signaling an "I don't care" attitude. The police were on their way when I stepped outside and spoke to my boyfriend. My Mother who was inside their office, came outisde and informed me that their attendant had agreed to refund me the charge placed on my debit card. She had told my Mother to let me bring in my I.D. and card in order to process this refund. I quickly ran inside to provide them with these documents. When the documents were handed thru the window, I noticed that the attendant behind the window had a pre-printed receipt that she was handing me. I aksed her if the receipt was for the charge or a refund, and she quickly turned her back to me and ignored my question. I told her that I did not agree with the charge since she had just agreed to the refund and she was trying to trick me into signing the receipt for the tickets that I had not used. The only thing she said to me was that she was not going to give me my documents back unless I signed the charge receipt. My Mother was with me and told her that that was not what she had agreed to do, that she stated she would refund me my money for the tickets. Again, she continued to turn her back to us and ignore our comments and questions. I informed the lady that I would not sign the receipt because she had lied to us and tried to cheat us out of our money.

The officers were now in the establishment and they told the bus line that she had to give me back my documents and that she should be able to work out something for us as a customer service provider. The officers could not force theLos Chavez Autobuses Inc. bus line to do what all 17 of us needed but he did tell the bus line to offer some kind of resolituion.

The officers left and the ladies told me that they still would not transfer my tickets, nor refund me my charge, they did however give me back my id and debit card. I left the establishment about an hour later still with no resolution to my situation.

The Los Chavez Autobuses Inc. wrote a letter to my bank stating that they had offered to transfer my tickets to a later date, which they did not. They also mentioned that they had stated their no refund policy to me, which again they had not. They didn't have anything in regards of their return policy on their website, stated over the phone nor in their establishment.