Wolf's Bus Lines, Inc

March 9, 2018I am writing this letter in response to *** *** additionai concerns.l personally spoke to *** *** by phone regarding her concersnsShe states in her additional concerns that we never had a conversationThis is not true and verified in her own email to me dated Dec13, 9:13pm when she states "After we spoke on the phone I checked with my guests, whoagain verified the disrespectful behavior of your driver”.As we stated in our previous response *** and I had a lengthy conversation discussing her concerns which centered around the driver's reluctance to changing the itineraryWe agreed that both parties were at fault due to lack of communicationI directly asked *** what she would like as a form ofcompensation and she said she didn't knowI asked what it would take to remedy the situationShe said she would like an apologyI said we do apologize for the driver's alleged rudeness but the changes in times, itineraries and requests to stay later were a total lack of communication.*** or Sonya should have called Wolf's Emergency Line or the driver to inform them of the lateness of the wedding which would have prevented the driver from getting upset and not knowing what was going onThe driver also should have contacted Sonya at 4:30pm when no-one showed up sothey he would have known what was happening*** and I agreed that the lack of communication was the root cause of this entire unfortunate situation and that the driver and Wolf's were not totally at faultl did inform *** that I spoke with the driver and reprimanded him on his allegedbehavior on the situation*** and I ended the conversation at which time I felt *** and l had come to an understanding and she was happy that we addressed the situation and apologized for our part in the unfortunate situation***'s main focus during the conversation was regarding the driver’s unwillingness to stay past 11:00pm, change the itinerary on the word of the guests, etcl felt once I explained the legality of the driver's hours and Wolf's policy of not changing itineraries on the word of passengers or other guests that the situation was handled and now a closed issue*** neverspoke of any monetary compensation and I directly asked twice what it would take to remedy the situationl feel the contract that was agreed upon between Wolf's Bus Lines and *** was followed out as outlinedWhen last minute changes were requested by the guests and later *** and we could not comply, the situation escalatedWe do not feel that the situations that arose justify a monetary compensation as the contract was followed out as it was agreed to by both parties prior to the eventThe stress and alleged rude driver behavior were a direct reflection of the lack of communication by both parties.As l stated before when our conversation by phone ended I felt *** was in understanding and satisfied with our apology and the matter was closedWe feel *** then discussed the situation further with friends and family, as she states in her email, who encouraged her to go for moreWhen we began to receive emails later over and over we did not feel the matter needed re-opened since I personally spoke to her by phone and the matter was handled mutually.l have attached copies of ***’s emails showing her statements acknowledging our phone conversationApproximately weeks after our conversation she began to email again wanting moreWe felt the matter was addresses, mutually handled and closed at that point.I have also enclosed a copy of *** page which she states; "if anyone (wedding guest or not} would copy and paste, the statement below, to Wolf’s Bus page I would appreciate it-since I've been blocked because I complainedPlease give a one star ratingThank you.”"The complaint from the *** wedding (October, 2017} was about the driver's rudeness and inflexibilityIt had nothing to do with federal laws for drivers’, just expected professional behavior from the people you employ. The mother of the bride spoke to the driver..."Jan S General Manager

September 18, 2015Dear *** ***:This letter is in response to a complaint filed by *** *** ** *** with the Revdex.com and received by Wolf's Bus Lines, Incon Wednesday, September 9, The format of this letter is such that each item discussed by the Complainant is listed
first, followed by Wolf's Bus Lines Comments under the complaint.I traveled with Wolf Bus Lines on a trip to Montreal/Quebec City, CanadaWhile there were many positive things about the trip, which I conveyed to the company, I complained about one dinner, breakfasts, and the shuttle ride homeI asked for a partial refund for these itemsMy request was denied.Wolf's BUS Lines Comment:Immediately after receiving the phone call from *** ***, Kristin M***, Wolf's BUS LinesTour Coordinator, had begun addressing each of the concerns with the appropriate personnel including the tour escort assigned to the trip, the safety director and a mechanic, as well as contacting some of passengers for feedback on the tripWhen speaking with the passengers, MsM*** had asked each one to provide her with feedback about the tour and if there was any way that Wolf's Bus Lines should change the tour for the futureAll of the passengers had remarked that this tour was wonderfulOne had mentioned that a suggestion for the trip in the future would be to add more time in Montreal & Quebec City for people to explore on their OwnMsM*** contacted the tour receptive who assists with organizing the trip to add more time in for next year as suggested.Dinner the first night was at the *** ResortThe dinner was served barely warm and for most passengers was coldMany passengers complained and returned their dinnersThe waiting and returning of dinners was uncomfortable and cut into our evening free time.Wolf's Bus Lines Comment:When MSM*** had talked with our tour escort, she did mention that some passengers remarked that the food was luke warm*** *** ***, did say that she did not have any issues with her meal and said that it was fine*** *** did say that Some passengers had returned their meals to the kitchen to be heated and returnedWhen MsM*** contacted the passengers not one of them commented on the quality of their meal at the *** ResortThis incident had nothing to do with *** ***.In Quebec City, we were provided breakfasts at the Hotel *** ***The itinerary advertised the breakfasts at the hotel as a full breakfast' and breakfast is included." Once in Quebec City we were told our breakfast was plated." We were given a plate with eggs, meat, a few potatoes, toast and a couple slices of fruit both daysThe eggs were tasteless and no one knew what the meat wasMany on the trip complained about the eggs and meatOne passenger asked if he could have a different plate and was told no.Wolf'S BUS Lines Comment:In reference to the "full breakfast" that was provided, once again we did not have anyone that MsM*** contacted mention that the breakfast in Quebec City sufficient quantity or quality The itinerary read "full breakfast" not buffet, and we do feel that a sufficient amount of food was provided for the average personIt was not brought to our attention until this letter that a passenger was denied a different plateHad our tour escort been made aware of this issue at that time, the situation would have been addressedWe reminded *** *** that she was in a foreign country, and that other countries prepare their food differently Wolf's even has it stated in the tour book not to expect things the way they are at home, for you have left home to experience differently thingsWe do think that the eggs and meat were not prepared the way that she was accustomed to, but we reminded her that she was not at home.We were provided a shuttle ride from Camp Hill to YorkThe entire trip the bathroom door clanged open and shutWhile on *** the bus driver appeared to be face to face with a PennDOT flashing arrow sign indicating he should be in the left laneIt looked like he passed the sign on the right in the shoulder laneWhile turning into our drop off location, we heard a loud crunch like the bus hit something.Wolf's BUS Lines Comments:Following MsM***'s conversation with *** ***, she informed one of our mechanics that there was an issue with the shuttle bus that had just returned from the Montreal/Quebec City tourBoth the mechanic and MsM*** went to the motorcoach to inspect the issue with the restroom door and the possibility of damage that may have been incurred when pulling into the drop-off locationWhile inspecting the restroom door, the mechanic did identify a loose door latch which was immediately secured with a screwdriver and restored to working orderThere was also no damage done to the motorcoachPlease keep in mind that this motorcoach only shuttled a portion of the group for approximately miles back to their original departure location and this was not the coach used for the entire tour, *** ***'s letter, references that the driver appeared" and she said it looked", but these are not definitive statementsThe driver she had is one of our senior driver's and is one that is most requestedSome of the passengers that were contacted by MsM*** were also on this motorcoach and not one referenced the driver's performance or the issues with the motorcoach stated by *** ***In reference to the Concern about the driver, MsM*** reported *** ***'s concerns to the Wolf's Bus Lines Safety Director for him to address accordingly, I contacted Wolf Bus Lines with my complaints and spoke to KristenShe noted what I said stating she would look into itI waited a week and since I did not hear from the company, I called again and spoke to KristenShe indicated that no other passengers complainedThe company received emails from several other passengers complimenting them on the trip plus they contacted a couple of passengers and they also had no complaintsThe one exception was a passenger stated there was too much time on the busKristen informed me that they were going to look into that issue.Wolf'S Bus Lines Comments:In reference to the amount of time that lapsed in responding to *** ***, MsM*** was addressing the concerns expressed by the complainant as mentioned above and giving ample time for passengers to contact the company with feedback about the tripThe calls that MsM*** had placed to passengers who were on the tour were purely randomShe took notes and provided the feedback to the appropriate supervisorMsM*** had to leave a message for Some of the passengers called and wait for them to respond backMsM*** called couples that were on the trip, which equated to total passengersAfter phones calls and no complaints, MsM*** did not proceed with anymore callsDuring MSM***'s conversation with the complainant, she was asked by *** *** if she had contacted certain people, and in fact MsM*** had contacted those that were referencedEach one of those that *** *** had suggested MSM*** call, did not mention anything about the aforementioned issues:I found this quite hard to believe since the very passengers she spoke to were our table mates and they were quite vocal with their displeasure of the foodKristen also informed me that she referred the shuttle ride incident to the Safety Director and that the bathroom door issue was easily resolved with a mechanical adjustmentI still asked for a partial refund and was referred to Tammy W*** ***MsB*** informed me that since I was in a foreign Country, things are different and I needed to adjust and it was just my opinion about the taste of the foodI was also told that since I was the only one that complained she cannot give me a refundI still feel that I am due a partial refund for the aboveWhile it may be a matter of personal taste regarding breakfast, the bottom line is that we had no choice regarding what we could eatWe were stuck with that breakfastConcerning the evening meal, it is very uncomfortable to be put in the position of pointing out something is not right and then waiting for it to be correctedAs far as the shuttle ride home, while Wolf Bus Lines needs to address the situation with their driver, passengers were subjected to quite a harrowing ride.Wolf'S Bus Lines Comments:Whereas we understand that things may not have met *** ***'s expectations, Wolf's BUS Lines addressed each of the concerns that the complainant expressed in a reasonable mannerWe feel that *** ***'s main complaint with the trip was the quality of the food and it not meeting her particular tasteBased on the fact that all of the meals included in the trip's package were provided and the fact that no one else contacted complained about the food, the conclusion was that she was not due a refund because the food did not meet her particular taste,Respectfully SubmittedTammy W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: my main complaint to Wolf Bus Line was the safety of the shuttle ride home and that it was unsafe
Regards,
*** ***

March 1, 2018On Nov16, 2016, *** *** contacted Melissa at Wo!f’s Bus Lines and got a quote for a 44-passenger shuttle bus for her daughter's wedding on Oct20, 2017.On Jan11, *** contacted Wolf's Bus Lines and booked the 44-passenger shuttle bus for herdaughter's Wedding on Oct20,
Total cost of the trip was $which was based on servicefrom 3:30pm-11:30pm totaling hours of serviceThe prices are based on the time the bus arrives atthe event to when it departs.On Sept8, *** contacted Wolf's Bus Lines again and informed us that she needed a biggerbus due to more guests and therefore requested a switch from a 44-passenger shuttle bus to a 54-passenger motorcoachThis 54-passenger bus is a large step up in that it is a full motorcoachHeroriginal request was for a shuttle bus which is similar to a school bus*** also changed the hoursof service to 4:30pm-11:00pm Totaling 1/hours of serviceThe new total cost of transportationutilizing the 54-passenger motorcoach was $which does not include driver gratuity.*** had contacted Melissa about this trip on the following dates:Sept15, 19, 26, Oct11, 13, of 2017.All of these dates were to go over hours and changed itinerary for the driverMelissa informed ***that we must have a schedule for the driver so that he/she would know what is going on and wouldnot have to disturb the bride or her family during their special day.*** did make more than changes for a wedding, but we accommodated her every changeand needit is very important for us to have a solid final itinerary weeks prior to the trip so that ourdispatch department can schedule drivers accordinglyDrivers are scheduled based on hours ofservice, hours needed for the trip, travel time to and from the event, etcThis is ail taken intoaccount for each driver schedule the days leading up to the trip as well as the days following the tripto ensure they remain within the regulations of the lawsThis was all expiained to ***If the driveris to be done at 11:09pm, he/she needs to be done so that they are legal for his/her next day of work.On Oct19,2017, *** contacted Melissa again to review the itineraryWhen Melissa got off thephone with *** on Oct19th she gave *** the Driver's name and cell number and also Wolf's BusLines 24-hour emergency line number*** told Wolf's Bus Lines that the contact person for thewedding would be Sonya and gave Melissa her cell numberThis is the driver's contact person whileat the eventAny questions, concerns, etcare to be done between Sonya and our driver.On Oct20, 2017, our driver reported to the *** *** at 3:45pmHe was early and was notto be there until 4:15pm to depart at 4:30pmWhen he arrived, he did not find anyone associatedwith the weddingHe waited until 4:30pm and still no one showed up to the busThe driver thenwent into the hotel and asked the front desk about guests for the weddingThe front desk said theywere not aware of any weddingThe driver then decided to go to the second hotel at 4:32pmHeproceeded to the *** *** which was to be a second piat 4:35pmWhen the driver arrivedthere at 4:36pm no one was there for the weddingThe driver then went into the *** *** hoteland asked the front desk about guests for the weddingThe front desk said they were not aware ofany wedding as wellThe driver waited until 4:41pm and when no one arrived he decided to proceedback to the first hotel, *** *** and arrived there at 4:50pm.The driver waited until 5:10pm at which point a person from the wedding came up to the him andsaid that the wedding is running late due to the bride wanting to stop at the hospital to showsomeone her dressThe driver said that no one has contacted him and he has a very tight schedulewhich was provided by *** ***He told the guest that there is no way that the schedule is goingto work as outlined in his itinerary to ensure all guests arrive by the wedding timeat this time ourdriver was a little frustrated not knowing what was going onThe driver knew the group had his cellnumber but his contact Sonya did not let him know of any changesThe driver is Wolf's Bus tines topdriver and has been employed with Wolf's Bus Lines for over years and has driven bus for over 25yearsHe knows to follow the itinerary provided unless otherwise instructed by his contact only.Drivers do not change the trips at the word of other passengers or guests.The group finally left the first pick up at 5:14pm which was over minutes late according to theitinerary we were provided.When *** finally contacted the driver, he was a little frustrated due to all the waiting and no oneseemed to know what was going on, not even the hotelsHe was upset that the changes were notconveyed to him by his contact.*** then informed the driver that the wedding was delayed and he would have to make shuttleruns after 11:00pmThe driver informed *** that the contract has service untiill:OOpm only andhe could not work longer because he was scheduled out the next day on another tripHe told herlegally he must have hours off between his trips and he needed to follow the itinerary that waspreviously agreed upon*** never contacted Wolf's Emergency Line about the changes or needingthe bus longerShe was well informed that changes had to be done prior to the trip departing.At 10:50pm the driver finished his last run just like his driver paperwork stated.On Oct24,*** called Melissa at Wolf's Bus Lines and told her she was unhappy with thedriver that she had for the weddingSaid that he was rudeMelissa told *** that should wouldinform upper management of the situationMelissa documented the compiaint on the driver andhanded it to office Manager which is our procedureThe office Manager then talks with the driver onthe situationIt is not common practice to then contact the customer back to discuss our internalprocedure with the driver.On Oct25, at 4:30pm *** emailed Melissa and wanted to know if she passed on hercommentsMelissa sated she had passed it on to the Office ManagerThat same day at 4:37pmMelissa replied and said that she did and the office manager is aware of the concerns.On Oct30, at 5t56pm *** emailed Melissa again upset that no one has contacted her aboutthe driverMelissa did not realize that she wanted a call backThat same day at 6:01pm Melissaresponded that the driver was written up and that he was met with to discuss the concernsMelissaasked her at this time if she wanted a call back from upper management which *** neverresponded.General Manager Jan S*** decided to call *** and see if there was more information that shewanted to give him and discuss her concerns.Oct31, Jan called *** to discuss the situation.*** and Jan did play phone tag for a few days before the both of them were able to talk on thephone.When they did talk, (This was around the 1st or 2nd week of November) they both agreed that bothparties were at fault due to lack of communicationJan asked *** what she would like as a form ofcompensation and she said she didn't knowJan asked what it would take to remedy the situation.She said she would like an apologyJan said we do apologize for the driver's apparent rudeness butthe changes in times, itineraries and requests to stay later were a total lack of communication***or Sonya should have called Wolf's Emergency Line or the driver to inform them of the iateness of thewedding which would have prevented the driver from getting upset and not knowing what was goingonThe driver also should have contacted Sonya at 4:30pm when no-one showed up so they hewould have known what was happeningJan and *** agreed that the lack of communication wasthe root cause of this entire unfortunate situation and that the driver and Wolf’s were not totally atfaultJan did inform *** that he has talked with the driver and reprimanded him on his behavioron the situation*** and lan ended the conversation at which time Jan felt he and *** had cometo an understanding and she was happy that we addressed the situation and apologized for our partin the unfortunate situation***’s main focus during the conversation was regarding the driver'sunwillingness to stay past 11:00pm, change the itinerary on the word of the guests, etcJan felt oncehe explained the legality of the driver's hours and \Nolf’s policy of not changing itineraries on theword of passengers or other guests that the situation was handled and now a closed issue.On Nov19, *** emailed Jan and said she now changed her mind and wanted a refund for thetripShe also admits in the email that she should have called the office like she did so many timesbefore.On Nov22, Jan emailed her back and asked her again what she would iike for resolution toclose the matter.On Nov24, *** emailed that a refund is an appropriate however did not state what she feltwas a fair amount she wantedAt this point Jan was on vacation and out of the office for aweekWhen Jan got back, there is still no response from her on what she wantedAt that time, wefelt the matter was closed.On Jan10, *** had a friend write a letter to Jan to complain about the driver.OnJan11, Jan responded to the friend and told the friend the discussion that he and ***hadThis was something that did not need to be discussed with this person, however Jan did take thetime to write herAt this point we stopped communication with *** since she started to get othersinvolved and refused to give us a resolution on what price she would iike for refund.After this, *** started writing nasty letters on Wolf's Bus Lines ***She also started havingeveryone that was a friend of her to copy the letter and put it on our *** even if they were notat the wedding!Management then decided to block *** from Wolf's Bus Lines *** due to the harassmentAsyou can see from the included documentation *** was given multiple opportunities to resoive thissituation as weli as been educated on driver's hours of service laws and the importance of itineraries.Jan has spoken to her directly and felt their conversation was very productive and *** was very niceand understood before the conversation endedlt seems that *** has chosen to raiiy her friends andfamily in an attempt to publicly disgrace Wolf’s Bus Lines and our reputationit is disheartening toWolf’s Bus Lines when we do the right things and people choose to revert to social media in an attemptto strong arm us and stili continues to do so on our postings. Tammy W***Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I never stated we did not talk on the phone, I said communication was cut off after I asked for compensationJan initiated the email to close the matter, and then stopped responding when I gave an answerSo I guess another bad business practice, at Wolf's Bus, is to avoid unhappy customers hoping they will go away. I never was focused on having the driver after 11:00, again this was never a part of my complaintThis seemed to randomly come up after my contact with the Revdex.com, so you can hide behind the federal driver guidelines to excuse the driver's behavior. My focus has always been the trips to arrive at the reception. Besides, after 11:00, there were plenty of cars to ride in, since these guests couldn't take advantage of the bus earlier. Jan asked what we could do to have closure with the situation, I responded with compensation (for those who had to drive themselves) this is when he stopped communicationThese comments are shown in the emails attached by JanI continued to email with one statement: I thought I would email again since I have not heard back from you. I am insulted that you think people encouraged me to continue this opposition with this businessAre you implying that I am not capable of advocating on my own behalf or thinking for myself? I paid for the bus, I was embarrassed because of the drive's behavior, I had to apologize for him to my guests and I chose to address this with youBy making this statement you are attempting to divert your responsibility for your employee's behavior, into a scheme to get money. There was one email sent to you from a guest, who also advocates for herself, and also a few *** postsThese posts were from guests. I did ask people to comment on the *** page, social media seems to be the only communication you respond toI was angry at your attempts to dismiss my grievance, which you continue to do.
Regards,
*** ***