Pacific Coast Sightseeing Tours & Charters

In response to Mr***'s assertions, "At no time during the initial transaction was there any notification that this transportation request was made outside of operating hoursIf this was the case the transaction should not have gone through" The transaction does not ask what time your flight time is That is not the service we provide We provide a bus pion a set schedule and Mr [redacted] purchased a ticket for transportation to the airport at one of the SCHEDULED times, not a SPECIFIC time I suggest the guest read what he is purchasing prior to purchase Customer service has no way of knowing what time he expected to be picked up, because we stop at SCHEDULED stops at specific times not unlike a city bus This is stated in our posted brochure and he never (nor is there anywhere to) inform us of a pitime We are not a "taxi" service that a guest would enter a time and expect a pick-up Mr [redacted] bought a ticket on our website that can be used at any of our SCHEDULED times If he wanted a specific pitime, he should have used a service that provides thatFor instance, a taxi Mr [redacted] also states, "the fact that the Customer Service team had zero ability to address the situation at that time is unsatisfactoryGrey Line is not fulfilling their obligation to their customers." Our Customer Service Team addressed his situation, despite his extreme profanity and insults to our staff, by informing him that we do not provide nor do we state on our website that we provide pick-ups at 5am Our Customer Service agents and Dispatch staff are hard working dedicated staff that are happy to help our guests and do not deserve to be treated and spoken to in such harsh and demeaning language Tell us why here

Guest was refunded entire fare Guest wanted to take our bus at a time that was different from our scheduled service Schedule is posted on website with attached brochure Guest left extreme profanity laced message on voicemail Dispatcher tried to tell him that our service will not get him to the airport for 7am flight and guest responded with extreme profanity again Even though all customers agree to a "no refund" policy prior to purchase and brochure with bus pitimes are available on line for review, this guest was refunded This type of service was not an appropriate choice for airport transportation due to early morning flight time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed While the business provided a full refund they did nothing to address the situationAt no time during the initial transaction was there any notification that this transportation request was made outside of operating hoursIf this was the case the transaction should not have gone throughAlso, the fact that the Customer Service team had zero ability to address the situation at that time is unsatisfactoryGrey Line is not fulfilling their obligation to their customers Regards, [redacted] ***

In response to Mr***'s assertions, "At no time during the initial transaction was there any notification that this transportation request was made outside of operating hoursIf this was the case the transaction should not have gone through" The transaction does not ask what time your flight time is. That is not the service we provide. We provide a bus pion a set schedule and Mr*** purchased a ticket for transportation to the airport at one of the SCHEDULED times, not a SPECIFIC time. I suggest the guest read what he is purchasing prior to purchase. Customer service has no way of knowing what time he expected to be picked up, because we stop at SCHEDULED stops at specific times not unlike a city bus. This is stated in our posted brochure and he never (nor is there anywhere to) inform us of a pitime. We are not a "taxi" service that a guest would enter a time and expect a pick-up. Mr*** bought a ticket on our website that can be used at any of our SCHEDULED times. If he wanted a specific pitime, he should have used a service that provides thatFor instance, a taxi. Mr*** also states, "the fact that the Customer Service team had zero ability to address the situation at that time is unsatisfactoryGrey Line is not fulfilling their obligation to their customers." Our Customer Service Team addressed his situation, despite his extreme profanity and insults to our staff, by informing him that we do not provide nor do we state on our website that we provide pick-ups at 5am. Our Customer Service agents and Dispatch staff are hard working dedicated staff that are happy to help our guests and do not deserve to be treated and spoken to in such harsh and demeaning language. Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed 
While the business provided a full refund they did nothing to address the situation. At no time during the initial transaction was there any notification that this transportation request was made outside of operating hours. If this was the case the transaction should not have gone through. Also, the fact that the Customer Service team had zero ability to address the situation at that time is unsatisfactory. Grey Line is not fulfilling their obligation to their customers. 
Regards,
[redacted]

Guest was refunded entire fare.  Guest wanted to take our bus at a time that was different from our scheduled service.  Schedule is posted on website with attached brochure.  Guest left extreme profanity laced message on voicemail.  Dispatcher tried to tell him that our service...

will not get him to the airport for 7am flight and guest responded with extreme profanity again.  Even though all customers agree to a "no refund" policy prior to purchase and brochure with bus pick-up times are available on line for review, this guest was refunded.  This type of service was not an appropriate choice for airport transportation due to early morning flight time.

The $60 has been refunded

Review: My family and I utilized the services of Pacific Coast Sightseeing Tours/charters to get to/from Disneyland on a recent vacation. On our trip to the airport from Disneyland as we transferred to the final bus, the driver handed me my large suitcase as well as the wheel and the plastic casing that once held it to the bottom of the suit case. When we returned home, I promptly called their customer service department and began to receive a series of transfers and voicemails but no real person to talk to. After days of being transferred around I finally got to speak to a person who stated they would assist me. I explained that my family was the only group on the bus at the time of pick up and drop off that morning and when we left the bus the wheel on the suitcase was broken; it clearly was from the driver throwing the bag into the empty luggage compartment. She informed me that the company didn't cover bags in transit; I explained to her that it was not "in transit" when it was broken but rather when he threw the bag into the compartment; she then stated that they did cover damage in transit and that was the way their employees were trained to load the baggage to protect their backs. She stated she would check into the matter further and they could possibly re-emburse up to $100.00 with manager approval. She did not get back to me for a week and when I called back she informed me that it would take longer for the matter to be handled. On 11/20/13 I received an e-mail from her informing me that they did not warrant wheels and we should seek re-embursement from our insurance company, renters insurance, the airport etc. I called and was able to speak directly to a manager and explained my situation to her and my frustration at the run around. She said she would look deeper into the situation and get back to me by 11/25/13. I have yet to hear back from her. We are highly disappointed in the treatment we have received and their lack of professionalism/customer service. We will not use this company againDesired Settlement: We are seeking re-embursement for the damage to our large suitcase. The going rate currently for a similar piece of luggage is approximately $60-$75.00. We would accept any reasonable amount for re-embersement.