Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/5- submitted deposit for NY Bus trip from North Salisbury ******* at 530AM on 12/9. 11/25- paid remaining balance totaling $160.00. On 12/9, arrived to North Salisbury ******* at 5 AM. After the bus had not arrived and was nowhere found at the pick up location, I reached out via social media where I noticed a change had been made for the pick up to be at Pocomoke ******* for 5am and I was not notified. This had been posted on Friday Nov 8th at 816am, with no formal notification, only to those who follow their social media. At 553am I received a return message and was told that an email had been sent and they were about to leave the Pocomoke ******* (39 miles alway). I had had already been waiting for 53 mins, and 23 mins past bus departure time, and it would be minimal 40 mins if they were “just leaving Pocomoke *******” according to map app calculations. I was told an email had been sent in which I asked for proof. I did not receive and email and noted my name was in black unlike all others. Was told it was because I was not in her contact, even though I have had correspondence prior. It also stated to respond to the email confirming receipt. I asked for my confirmation email in which I could not be provided, because I did not receive any notification of change. I asked for a full refund of bus tickets as well As tickets to Radio City, in which I sent receipts showing price and that I was unable to resell when I attempted. I was meant with no refund and why I could not wait 10 mins. It was clearly not 10 mins, as of 553 they had not left their location 39 miles away. I was clearly not notified of any changes to this bus trip causing a loss of $472.00 in which I am asking for a full refund. Poor lack of planning and communication, without confirming all participants, like myself were notified. Lack of timely notification of change in itinerary for this planned trip since November.

  Business response

  12/18/2023

  Hello, please allow me to introduce myself. I am a dance studio owner and have been in business for 7 years having taught at least over 500 children. Never have I received any serious complaints regarding my business, which is teaching dance. Every Christmas, I organize a 55-seater charter bus trip to NYC so that my dance students can have the experience of going out in the world to see professional dancing. Unfortunately, not all of my dancers can go which is why I open the bus trip to the public to sell all of the bus seats, which is where Ms. ****** becomes involved. When Ms. ****** signed up to participate in our bus trip, she agreed on the sign up form that pickup would be at 5:30 AM at Salisbury *******. Our company added an additional pickup time at 5:00 AM at the pocomoke *******, in which Ms. ****** was informed of this via email the day before. Regardless, even if she did not check her email to see that additional pickup, we were still heading to Salisbury ******* for pickup as originally planned. Because we were 15 minutes late to the Salisbury pickup (arrived at 5:45 as we came from pocomoke) this made her upset and she chose to leave. Ms. ****** was the only customer that had an issue, 50 passengers still boarded our bus that day and made it to NYC in a timely fashion. We waited for her at the Salisbury pickup, but she then later communicated it was too late and she chose to leave. We were in constant contact all day on Saturday 12/9 as I was trying to resolve the issue. She stopped communicating with me via email on Saturday 12/9 and stated she would be calling my business on Monday to discuss further. I did not receive a phone call or any further emails from her until I received a complaint through BBB. Our policy states that we will grant a refund if the trip is cancelled on our behalf, but if the customer cancels there are no refunds but they are welcome to resell their seat. I have attached her signed document agreeing to that policy. 

  Customer response

  12/18/2023

  
  Complaint: 21000977
  
  I am rejecting this response because:

  - The email that was sent stated to confirm  notification of pickup . I did not receive the email, as well,  no confirmation can be shown that I did indeed receive said email .

  - The email did not state there was still a pick up at Salisbury ******* it states pickup was now 30 mins earlier at 5AM- Pocomoke *******, a 39 mile, 30 min difference in plans. 
  

  -I received your message that you were about to leave the Pocomoke ******* at 5:53 AM.  
  
  I appreciate that you are a professional, as I am too. With you as a professional you indeed understand that in making changes less than 24 hours prior to a venue, everyone involved regardless of membership to your dance studio should have been confirmed of the change. Therefore I am continuing to request the refunded amount. 

  Sincerely,
  
  ******* ******

*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. ↩