ComplaintsforCharter Up Charter Bus Company

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked CharterUp on 5/22/24 in *********** to transport our wedding guest from the hotel to the reception and then back to the hotel on 5/24/24. They called us the next day and notified us that they couldnt complete the entire trip due to the small streets in downtown ***********. The closest they could get us was within a few blocks of the location. Since we had elderly and handicapped people riding the bus, that was not going to work for us. We asked them if they had a smaller bus that would fit, and we would just make multiple trips. They said they didnt and there were no other options. We told them we understood, please cancel the reservation and we would find another bus. Thats when they told us they couldnt cancel the reservation because we were within the 2-day non-refundable window. I told them we would have never booked the service if they had informed us at the time of the reservation that they couldnt complete the trip, but they said that didnt matter. The total bill was $1,958.32.

  Business response

  09/03/2024

  The customer reserved buses on 5/22 for their wedding on 5/24. Afterwards, it was identified that the bus reserved would not fit on the street of their final destination. In this case, CharterUP offered the drive to drop off a few blocks away nearby. The client refused the solution and requested to cancel within the non-refundable window, which was explained at the time of cancellation. Our cancellation policy is explained to clients and included in the terms that must be accepted prior to checkout.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The service provided from CharterUp initiated on August 18, 2024 agreement/contract was not provided.The Driver was 40 minutes late arriving at 2:10pm when the departure time was set at 1:30 pm. I allowed 1-hour and 30 minutes for a 50 minutes drive. This was initiated to assure that ********************************************************************************* ******** on time. I received sent serval notifications indicating that the driver was going to be on time, which I kept a record on. As a result of your drivers lateness, we missed 30 minutes of the first half of the Broadway play. I had to consult with people who purchased tickets wanting a refund. The tickets were given to me once we arrived at the venue and had to be scanned one-by-one. It caused more time, and we were rushed in without properly seating to avoid more time away from seeing the play.I would like a refund of $1009.50 to compensate me for your company neglecting to implement and demonstrate time management to ensure the times of arrival are complete and efficiently performed. The plays final and last performance was the day we attended so we cannot return.

  Business response

  08/22/2024

  Hello, CharterUP is a 3rd party platform connecting customers to licenses motor carriers for passenger transportation. In the event of a complaint, CharterUP works with. both parties to provide a resolution. Our company is in contact with the client and the motor carrier to resolve this complaint and hope to do so quickly. We ask for patience as our team resolves this complaint to ensure a fair conclusion.

  Customer response

  08/22/2024

  I am willing to provide you with fare time to investigage my complaint. Please note that I would like to resolve the matter to avoid further action.  I have attached some of the tickets that shows that the Broadway Play stated at 3:00PM curtain opened.

  Business response

  09/04/2024

  CharterUP has issued the client a refund of $184.09 to compensate for the 40 minute delay of service. Unfortunately, we cannot accommodate a larger refund for services that were rendered. As included in the service terms agreed to upon checkout, CharterUP is a 3rd-party booking platform and acts t resolve complaint between the client and motor carrier who service was reserved with.

  Customer response

  09/05/2024

   
  Complaint: 22171332
  
  I am rejecting this response because: I have already returned a total of $360.00 to patrons who miss part of the show. I will settle with half of the money return that would allow me to credit back to the patrons. Otherwise we can seek litigation.
  
  Sincerely,
  
  ************************* *******

  Business response

  09/10/2024

  This complaint has been fully resolved with the end customer.A refund acceptance has been made.

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************* *******

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