ACR Coach

It was very unfortunate that we experienced problems on this particular tripOne occurred after loading the group for departure, and the bus failed to raise to its highway traveling height, resulting in a very rough rideWhen notified via phone by our driver, a plan of action was put into place to meet the group and exchange buses in Tuscaloosa, yet this plan was aborted when the driver called to say the bus had lifted and was now functioning and riding properlyWhen the driver exchange was made in Chattanooga, an airline underneath the driver's seat ruptured, causing the bus to loose air and in need of serviceA service truck arrived to replace the line while parked at an interstate rest areaThe bus proceeded to Knoxville, where the line underneath the seat ruptured yet again, and upon subsequent investigation by our driver, it was determined that the air compressor governor was overcharging the system, thus causing the problemAt the same time, the air conditioner system began to show signs of failure, giving us another problem to solveWe located a road service company that promised to have us on the road within the hour, while the group was waiting in a Shoney's restaurantWhen this company did not arrive on the scene within that time frame, a second roadside assistance mechanic was contacted, who eventually arrived, repaired the ruptured line, made the necessary adjustment to the governor on the air system, and serviced the A/C to cool againThe wait time was significantly longer than anticipated because of the failure of the first service truck to arrive as promisedThe group suggested a replacement bus, but we knew that repair would be much faster than the seven hour wait to deliver a bus from Mayhew MS to Knoxville.Yes, a long trip was made much longer and more worrisome by these problems for everyone involvedYet we made every effort possible to solve these problems in a timely and efficient mannerThe bus had been used on several trips before this one without any indication of potential problemsWe suggested to the group that if possible, they might be able to cancel their first nights stay in the DC area, and we would work to find them a hotel with a similar price range to stay overnight along the route, so as to rest and finish the trip the following dayOnce the problems were solved on the bus, they resumed their journey and traveled on to DCWhen the group desired to travel to a theme park in the Richmond area, which was not on the original itinerary, we decided to cover the expense of this additional outing because of the inconveniences they encountered on that first day of travel.I am grateful that the return trip home was both uneventful and enjoyable for the driver and passengers

Complaint: [redacted] I am rejecting this response because: we did not have enough time to go anywhere due to the fact that we arrived so late and had plus people to shower and changeHow much time would we have had at the mall? The company was paid immediately with our debit card which had nothing to do with their malfunctioning busBut in the future we will not use their company and we are not the only complaint that they have on the Revdex.comAlso the fact that the owners were not professional enough to reach out to me says a lot and allowed their sister in law to do all the talking for themThanks for reaching out to them on our behalf! the future Regards, [redacted]

Our owners do not handle complaints Our office staff handles all complaints

Our bus arrived late, and right before we were to pull out, someone (not the driver) noticed a flat tire We had to wait until someone arrived to fix it, putting us even further behind scheduleWhen the bus overheated on the trip, in the early morning hours, the company left it to the driver to fix the problem, with the mechanic telling her to just add coolant That did not fix the problem, and we had to find a mechanic who took a look and realized it was a major issueWe were stranded several states away from home, and from our destination, and the company would not send alternative transportation for us After we waited about hours, we finally arranged to rent several large passenger vans so that we could continue our tripAt no time did the company offer any help to us so that we would not be stuck out there, and did not seem concerned about us at all No matter how many times we called, we were not able to get any sort of answers about what could be done

Changing drivers on a trip is not unusual based on the number of hours they can drive at a time without going off duty.  We got the bused fixed as fast as we could.  Mechanical issues are not something we can control always.After the delay our sales director and our driver offererd to...

carry the group to the mall for dinner upon arrival and they declined.  They chose not to go anywhere.   By the way, the group first sent a check for non sufficient funds prior to their trip.  We did finally get paid on that.  That had nothing to do with the bus delay.

Complaint: [redacted]
I am rejecting this response because: we did not have enough time to go anywhere due to the fact that we arrived so late and had 30 plus people to shower and change. How much time would we have had at the mall? The company was paid immediately with our debit card which had nothing to do with their malfunctioning bus. But in the future we will not use their company and we are not the only complaint that they have on the Revdex.com. Also the fact that the owners were not professional enough to reach out to me says a lot and allowed their sister in law to do all the talking for them. Thanks for reaching out to them on our behalf!the future 
Regards,
[redacted]

It was very unfortunate that we experienced problems on this particular trip. One occurred after loading the group for departure, and the bus failed to raise to its normal highway traveling height, resulting in a very rough ride. When notified via phone by our driver, a plan of action was put into...

place to meet the group and exchange buses in Tuscaloosa, yet this plan was aborted when the driver called to say the bus had lifted and was now functioning and riding properly. When the driver exchange was made in Chattanooga, an airline underneath the driver's seat ruptured, causing the bus to loose air and in need of service. A service truck arrived to replace the line while parked at an interstate rest area. The bus proceeded to Knoxville, where the line underneath the seat ruptured yet again, and upon subsequent investigation by our driver, it was determined that the air compressor governor was overcharging the system, thus causing the problem. At the same time, the air conditioner system began to show signs of failure, giving us another problem to solve. We located a road service company that promised to have us on the road within the hour, while the group was waiting in a Shoney's restaurant. When this company did not arrive on the scene within that time frame, a second roadside assistance mechanic was contacted, who eventually arrived, repaired the ruptured line, made the necessary adjustment to the governor on the air system, and serviced the A/C to cool again. The wait time was significantly longer than anticipated because of the failure of the first service truck to arrive as promised. The group suggested a replacement bus, but we knew that repair would be much faster than the seven hour wait to deliver a bus from Mayhew MS to Knoxville.Yes, a long trip was made much longer and more worrisome by these problems for everyone involved. Yet we made every effort possible to solve these problems in a timely and efficient manner. The bus had been used on several trips before this one without any indication of potential problems. We suggested to the group that if possible, they might be able to cancel their first nights stay in the DC area, and we would work to find them a hotel with a similar price range to stay overnight along the route, so as to rest and finish the trip the following day. Once the problems were solved on the bus, they resumed their journey and traveled on to DC. When the group desired to travel to a theme park in the Richmond area, which was not on the original itinerary, we decided to cover the expense of this additional outing because of the inconveniences they encountered on that first day of travel.I am grateful that the return trip home was both uneventful and enjoyable for the driver and passengers.

Complaint: [redacted]
I am rejecting this response because: we did not have enough time to go anywhere due to the fact that we arrived so late and had 30 plus people to shower and change. How much time would we have had at the mall? The company was paid immediately with our debit card which had nothing to do with their malfunctioning bus. But in the future we will not use their company and we are not the only complaint that they have on the Revdex.com. Also the fact that the owners were not professional enough to reach out to me says a lot and allowed their sister in law to do all the talking for them. Thanks for reaching out to them on our behalf!
the future 
Regards,
[redacted]

Our owners do not handle complaints.  Our office staff handles all complaints.

Changing drivers on a trip is not unusual based on the number of hours they can drive at a time without going off duty.  We got the bused fixed as fast as we could.  Mechanical issues are not something we can control always.
After the delay our sales director and our driver...

offererd to carry the group to the mall for dinner upon arrival and they declined.  They chose not to go anywhere.   By the way, the group first sent a check for non sufficient funds prior to their trip.  We did finally get paid on that.  That had nothing to do with the bus delay.