ComplaintsforMartz Group

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2023, I took the 12:30pm Martz Bus fromWilkes-Barre, PA to **** ********* New York City. I had 3 bags, a black & white **** duffle bag, a black ****** ***** bag and a grey ***** cooler. When I got off the bus to retrieve my bags. Only the ***** cooler was there and I could not locate my other 2 bags that were in the luggage compartment. There were 2 other people also missing bags. I asked the porter what happened to the my 2 bags and his reply was “I don’t know they have to be here somewhere” “Neither one of these 4 bags are yours?” The porter contacted the stops along the way, but no bags were found. My contact information was provided, and I was told an investigation would be started. I have been in contact with the bus company multiple times. On one occasion, an employee told me that my bags were found and at **** *********. Immediately I traveled to **** ********* NYC from Shirley, NY and upon arrival I was told that information given to me by that employee was false and no other bags were found. I contacted **** ******* (###-###-####) and she told me that an investigation was in progress, that the police were contacted and the cameras would be looked at from of the stops the buss made. I waited a couple of days and called **** back and she told me that when the bus stopped at Scranton a middle-aged man got the bus and the porter gave him 4 bags that did not belong to him. A police report was filed with the Scranton Police Department. My bags have still not been located. 3/4 of my entire wardrobe were in those 2 bags. This incident is an extreme hardship on me and creates a financial hardship to have to replace all of these items. I am extremely disappointed with the way they are handing this issue and in their lack of empathy for my personal belongings.

  Business response

  07/27/2023

  This is a very unfortunate situation, and as outlined by ****************** the Martz Bus team did all we could to assist including police involvement.  As we have explained to ******************, Martz Terms and Conditions inform patrons of the polices regarding luggage during the ticket purchase process.  

  Passengers shall be responsible for their own personal property and baggage. Martz Bus assumes no responsibility for lost, stolen, or damaged luggage, baggage, excess baggage, and/or personnel property. This applies to items stored BOTH in the luggage bays and/or inside the passenger cabin. We strongly recommend labeling items with your name and contact number. It is the passengers responsibility to claim luggage during transfers and final destination. We recommend using a sturdy container for your items and reserve the right to refuse any items not properly prepared for travel within the luggage bay areas. Please keep items of value with you at all times, including electronics and prescription medications.

  Customer response

  07/27/2023

  [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 was on the bus when we made the stop a man got off the bus and an employee or agent of the bus company gave him my bags this is ridiculous I'm contacting a lawyer 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This happed on May 7,2022. Me and 40 other people took a trip to Manhattan, New York to do some shopping. We were on a bus that belonged to MARTZ Group. The trip was fine going up but as we were preparing to depart back to Baltimore MD the bus would not start. The bus driver ****** tried to start the bus several times. It would start then cut off. ****** the driver called a mechanic and he stated that there was a problem with the injectors. Sharon then proceeded to call a dispatcher neglected duties and stated “I’m sleep, why are you calling? Then we proceeded to sit on the bus for 11 hours until a bus came to take us back to MD. While on the bus with for those 11 hours there was a person with diabetes who did not have her medication. There were 10 children on the bus there were very irritable and rowdy. There was no room on the bus and the seats on the tracks were broke. A man on the bus had sleep apnea and he did not have his c-pap machine. We had to monitor him and wake him up several times. I am very upset and I want my money back.

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