ComplaintsforJack's Party Bus

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of Transaction: 10/25/2022 and 10/30/2022 We reserved one of their party buses and upon getting on the bus, the passengers noticed a strong gasoline odor smell and the driver was driving frantically down the highway making the entire trip feeling unsafe. We notified the company's main office line immediately only to be told there was no maintenance issue and the gas smell must've been coming from an idle bus nearby. The driver told one of the passengers that he was doing this as a favor for a friend, which again made them feel unsafe. Once they got back to the final destination, after another terrible drive back home, the side mirror was missing (the driver hit something) and the next morning there was a big oil/gas spot left in the driveway that we have video and photos of. I sent it over to the company asking for them to give us a call back but they never did. I followed up again on Monday morning and the manager told us that there was something wrong with the bus and it was at the mechanic. We were transported on an unsafe bus and shared with them the entire time. They made no attempt to resolve the matter. I have email threads of my communication and photos and am requesting that they refund us for a portion of the trip.

  Business response

  11/30/2022

  Dear Madam, the customer who booked the trip is **** ******* and all our communications was with ** ******* and I am not familiar with the complainant

  The customer called our office from their drop off location and was complaining about a smell coming from the Bus, We informed the Driver that the Bus was maintained that day, We told the customer we can send them another means of Travel for their return trio. We informed the customer that is is likely impossible to replace the bus at this time but we can send them SUV's or we can send them ****, the customer stated no that they wanted to go back in the same bus. although they were stating that they were not feeling safe. the Driver is an experienced CDL Bus driver and a retired Military .  he has driven couch buses for over 10 years. the customers trip was in a retreated farm area with no asphalt the us was driving of grass area which would naturally cased a little bumps. when the bus came back to the shop at the end of the trip . the bus was taken to the mechanic and checked out , there was no problem with the bus. the driver hit the side view mirror trying to get the big coach bus in the clients neighborhood because the didn't want to walk and a branch his the mirror. the following day the client called and was requesting a refund , we informed her that if we canceled the trip at the point they felt unsafe. we would have refunded them half of the trip and got them another means of transportation. we issued the customer a partial refund.

  Customer response

  12/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have all communication with the company letting them know that this booking was on behalf of my client. They have all contact Information for myself and **** *******. They reached out to myself directly numerous times as I was the one who booked the reservation. A partial refund was never processed and neither myself or the *******’s have notification or receipt of the refunded transaction. I asked for follow up responses but never heard back as they said the complaint was not valid. I have photos of the oil spills in the driveway and broken bus mirror, along with text messages stating the issues first into the trip.  
  
  Regards,
  
  **** ****
  

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