ComplaintsforFun Way to Go LLC

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon arrival the driver stated the heater doesnt work and didnt have a rout. I asked if he knew of restrooms on the rout I came up with after being told to send him a destination via text. He stated no problem after driving For a while we asked about the restrooms and he said no problem, no problem , he proceeded to pull over for us to pee on the side of the road ( how humiliating, we were in onesies! ) After arriving at the 2nd stop the bus broke down, again we had to urinate in public. We saw a total of 1 neighborhood in 3 hours of service. After our trip ( which was not as advertised and was not safe ) I submitted an online complaint I. Which I was directed to call for a resolution. Upon calling I was told a rerun is in order - which I refused and requested a refund - and that **** was aware of the mechanical malfunctions on the bus. He proceeded to tell me he would contact me tomorrow ( 1-4-2024 ) between 9am and 1pm, he did not call - I called him at 12pm and he was unable to give me an answer to my refund request stating several times I cant do this right now, Im on a run This was HIS scheduled time for a resolution in which I set aside my personal time. **** was unable to form full sentences and refused to answer with a yes or no when asking about my requested refund. He hung up after repeating I cant do this right now several times and to all of my questions. There was no resolution and I am *********** a refund. I have filed complaints with the Attorney General, Consumer protection, department of transportation as well as letting the public know about these dangerous and degrading business practices. I will be following up with complaints from all 10 participants and involving a legal team to arbitrateor litigate this refund request.

  Business response

  01/16/2024

  
  
  
  
  
  
  
  We did not receive a formal complaint to our offices from this consumer, we had to ask her for one.
  
  
  
  First time knowing of any issues  about this complaint from  12/23/23 party bus run was on  social media post on ****** yelp ******** and more on 12/26/23.  We responded and let her know to please send her complaint to our email she sent a copy of her ****** complaint we responded with we will get in touch with you by a certain date the owner contacted her on 1/3/2024 heard her complaint explained why their driver did not have a route, explained that no bathrooms is unfortunately part of the party bus business and let her know if anyone was injured why didn't you report the injury no response was given on injury, the owner offered  to repeat the run for her no expenses to them she declined we do not give cash refunds for runs the rules and regulations were sent to her prior to the run and she also got copy of rules and regulations day of party bus rental.. 
  
  Response to  The customers complaints
  
  Issue:  No route for xmas lights
  They did not have a route because they  did not request one. We do not advertise having a specific  route we advertise we can take you to see xmas lights. had the customer  asked or even mentioned when they booked they needed a xmas light route one would have been given to the driver.  Most xmas lights rentals that call in already have a route they want to go on unless they say otherwise.   Just FYI when you ****** christmas lights **************** or ******* it pops up multiple spots all in the greater seattle/tacoma area to see lights that's how we find the places to go since CoVid nothing is the same each year.  So had a customer  just ******d some places to go  and given the addresses to the driver he was more than capable to get them there.  It would not have taken 2 hours to find somewhere to go to see lights. 
  
  Issue: No Public bathroom
  No restrooms on our buses so if we can find places willing and open for customers to use a public restroom at night that's all we can do, the customer stated our driver tried and was unsuccessful after that the customer can either hold it until their  run is done or on their own as they did find a restroom to use. At no time do we force any customers to use the restroom outside that is purely a customer's choice. Not having a restroom to use on a night party bus is part of the party bus world.
  
  Issue: Pole fell out of socket
  If a pole fell out of its nailed in compartment nothing was ever reported to our driver during or after the run.  No one limped off or complained of any pain on their body during or after run.  The poles  are  checked by the driver before the run and after the run.   When we got  the complaints on the different social media we checked the bus this customer was  on, on 12/26/23  it was still in the yard and had not been touched since Saturday 23rd,  to see if a pole was on the ground at this time no poles  were on the ground or out of their housing case. all poles are still standing and completely screwed in on the bus in the complaint.   If it fell out did they s**** it back in if so why did they not report it falling and someone being injured until days after the event and not by calling or emailing us the customer went straight to social media.  If an injury occurred on our bus by our equipment had she told the driver when it happened he would have done an incident report. Nothing was reported to our driver during or after the run.  Pictures of bus and pole on bus to give idea of the bus..
  
  Issue: Dropped Phone 
  I understand they dropped their phone behind our seats for that to have happened on the bus they were on. They would have had to be extremely close to the windows or tried to put their phone in the cup holder and missed the seats are not welded to the wall. They have the regulated spacing from the state.  The customer Did NoT let the driver know that a phone dropped behind seats for him to have assisted.   If he was driving he would not have been able to assist until he stopped and the only thing he would or could of done would of been what the customer  did which was reach  behind and get the phone that the customer dropped behind our seats.  
  

  Issue: Advertisement
  Correct we do advertise we can take you to see the best xmas lights but we do not advertise a specific routing on our website.  Most people who call in already have their routing to see lights and the others ask for a route prior too or say they need one and you request one for their event.  None of those things happen with the customer so our secretary assumed they had their own routing.  Our driver was not familiar with all the places so he had no suggestions for them.  Fyi if you ****** xmas lights multiple address come up right away
  
  Issue: Rude customer service
  We deal with ***** different bookings, calls text and emails  a day so if she called and expected our confirmation manager to remember just her and her party bus run sorry that is not possible without a confirmation number or going back to emails and texts our manager does not remember every renter that calls texts or emails in so if it was stated she wouldn't know who you are or remember your run amongst all the runs she deals with I am sorry they felt un welcomed she is not a robot or a computer and without any information to help her remember or find their run she would not know who someone is calling in for or about.
  
  Issue:  Bus Broke Down
  
  Bus overheated, it was rectified within ***** minutes and the run was continued on.
  
  When they left our bus and during the run they didn't have any complaints other than no lights route and no bathrooms to the driver they even tipped him extra.  
  At the end of the run or during would have been a great time to express their concerns to the driver like the pole falling out. Our driver says he was not told of a pole falling nor did he see or hear it fall. When he checked his bus at the end of the run all poles were screwed in and still standing.  Not having adequate public restrooms to use is not something we can control, especially on a Saturday in the late hours of the night.     We do our best  late at night to find public restrooms,  but all the drivers  can do is try if unsuccessful then it is on the customer to make a decision.  Hold it or find a way.  We do not at any time condone or force anyone to use the restroom outside.  
   We have offered to redo her run for the same amount of hours she rented on a day of her choice.  She declined so at this time this complaint is closed. We will not be refunding the run and we will not be given her rented party bus time to settle her complaint.    We have seen all her complaints and have responded . We are no longer going to continue any further communication with the customer. We have responded to her complaints with Better Business Bureau, ****** and  Attorney General consumer complaints. 
  FYI she stated " I am an angry *****"  Not sure if she knows what that means but basically a ***** is someone who lies or embellishes what really went on to make her or himself look good or better than another person or persons they have an issue with so what they are saying seems worse than what it is. 
  She also stated "we had a good time because my friends and I ARE the good time."  Which is what my driver noticed and did not see any unsatisfied customers while on the trip. and lastly she stated "We tipped the driver extra too against my better judgment. He was nice"  But contradicted herself by saying he didn't give them the extra time they asked for, didn't have any routes for them, didn't help them with their phone, and made them use the restroom in the bushes and ignored one of them being hurt on our bus.  To me that doesn't sound like a nice driver. but as the customer stated he was and she gave him extra tip.   
  
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  Customer response

  01/22/2024

   
  Complaint: 21099179
  
  I am rejecting this response because: 

  This matter is being escalated to small claims court.

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

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