Adirondack Trailways

The busines has responded by providing the statement below: We have already conversed with this customer, on several occasions, and this case is considered closed Therefore no further action will be taken by Trailways on this matter As a matter of course, we handle all customer service issues directly with our customers Thank you again for sending this letter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The fact that you have "conversed" with me about the many problems I have experienced with your bus company doesn't resolve anything You admit that the problem exists but you do nothing to fix it Either resolve the conditions or stop advertising FREE ON EVERY BUS Your prices are high and I'm assuming that the "complimentary" included on every bus is part of that cost Just because you responded to my first complaint about the problem, doesn't mean that the case is closed I felt that since the problem is on-going and still unresolved, I should contact the Revdex.com and let those who research Adirondack Trailways through the Revdex.com, benefit from others who have complaints Thats what the Revdex.com is for! Therefore, THE CASE IS NOT CLOSED, not if I can help it At least not until you fix the problems: Rude customer service, rude comments by bus drivers and a bad attitude toward the ridership from the traffic dept This is not a nice company by any means and you're taking your customers for a ride In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Adirondack Trailways charges a $1.00 processing fee on top of the already exorbitant price, giving seniors no discount as mandated by Congress. Nowhere is that fee shown in the pricing advertised. I will try whenever possible, to use the rail system to get into NYC from now on. The service on this bus system has become too expensive, especially considering the poor service they provide. If I could give them 0 stars for a review, I would have. BEWARE OF THESE THIEVES!"

We are in receipt of your follow up request today, October ***, for a response to our customer for unresolved issues
We do not intend to converse with this customer again as all concerns were addressed
You should know that this customer was very difficult for us to have conversation with and has made it very difficult for us over the course of the past couple of months. This customer has advised that he will choose a different method of transportation because he feels we are not able to address his concerns. This Company respects *** ***'s decision to choose another carrier to meet his transportation needs and supports his decision
Thank you

It is very unclear on the website how to get a will call ticket and I got a print-at-home ticket without even selecting it. I don’t own a printer so this is a problem. The attendants at Port Authority give you attitude when you want them to print it for you. Since Greyhound and Peter Pan both use mobile ticketing I expected Trailways to do the same.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I did not authorize the ticket and I should not have to pay for it. The previous day will not work as I am a law school student and will not be able to leave until Thursday evening. I have offered the business to give me a credit on a future ride or a full refund. If this is how Adirondack Trailways intends to resolve this dispute, when I did not authorize the transaction and they can resell the ticket within 7 months from now, I will refrain from using their service and inform the public about there unfair consumer practices. Please inform them that they are at risk of not only losing me as a customer, but my network or family and friends. I am also considering reporting this company to the New York State Attorney General Consumer Fraud and Protection Bureau, if this matter is not resolved through the Revdex.com.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The busines has responded by providing the statement below:
We have already conversed with this customer, on several occasions, and this case is considered closed.  Therefore no further action will be taken by Trailways on this matter.
 
 
 
As a matter of course, we...

handle all customer service issues directly with our customers.  Thank you again for sending this letter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
Sometimes it becomes nwccessary to raise objections to a companies practices because it affects many consumers with the same complaints.  Recently I was personally thanked by a ticket agent for raising concerns over constantly overcharging customers for some time at this particular route.  Had I not put up a stink, many customers would still be paying more than they should have.  I'm sorry you find me difficult to deal with but your business practices need to be overhauled as they do negatively affect hundreds of riders.  I will continue to raise my concerns about all the wrongs perpetrated by this company and putting them on record with the Revdex.com is my only recourse since this company cares nothing about their ridership.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved by my credit card company.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The fact that you have "conversed" with me about the many problems I have experienced with your bus company doesn't resolve anything.  You admit that the wi-fi problem exists but you do nothing to fix it.  Either resolve the conditions or stop advertising FREE WI-FI ON EVERY BUS.  Your prices are high and I'm assuming that the "complimentary" Wi-Fi included on every bus is part of that cost.  Just because you responded to my first complaint about the problem, doesn't mean that the case is closed.  I felt that since the problem is on-going and still unresolved, I should contact the Revdex.com and let those who research Adirondack Trailways through the Revdex.com, benefit from others who have complaints.  Thats what the Revdex.com is for!  Therefore, THE CASE IS NOT CLOSED, not if I can help it.  At least not until you fix the problems:  Rude customer service, rude comments by bus drivers and a bad attitude toward the ridership from the traffic dept.  This is not a nice company by any means and you're taking your customers for a ride.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I booked a ticket for my brother to take the bus from Suny-Albany that was advertised as leaving at 4:35pm. He arrived at the bus station at 4:15 to find out that the bus had already left. I called the company to let them know that my brother had missed the bus because of the misrepresentation of time on the company's website. The customer service supervisor named [redacted] informed me at that time that they had a strict "no refund" policy for tickets purchased online. She then told me out of her own mouth that there were two buses that came at 3:55 and 4:00 which was almost 40 minutes before the listed time. She also told me that the time listed was for the main bus station and not for Suny Albany. When I asked her where was that listed on the website, she told me that it was not listed anywhere on the website but I "should have not assumed" that that was the time. I told her that I should be issued a refund because of the company website not being clear enough and she was VERY rude and told me that I was not getting a refund but she would tell her company to make a note of it. When I asked who was her supervisor she told me that she was the only one that I could speak to and that she was not giving me information about who was over her. For a supervisor or any customer service worker to treat a longtime customer like that will cause a business to lose many clients.Desired Settlement: I would like a refund of my $67.00 and an apology for their unprofessional customer service supervisor named [redacted].

Business

Response:

Dear Representative,

Adirondack Trailways has received our letter requesting a response to you regarding our customer who has contacted you for a resolution to a report of their experience with our bus service.

While I realize out customer has submitted a complaint to you, we, as a general practice, handle all complaints directly with our customers.

Very truly Yours,

Review: This company advertises Wi-Fi on all their buses. They sell their tickets based on that claim yet the Wi-Fi doesn't exist.Desired Settlement: I would like them to either stop advertising that they provide Wi-Fi service when they really don't or live up to their claims. Otherwise they should refund me my ticket price!!

Business

Response:

The busines has responded by providing the statement below:

We have already conversed with this customer, on several occasions, and this case is considered closed. Therefore no further action will be taken by Trailways on this matter.

As a matter of course, we handle all customer service issues directly with our customers. Thank you again for sending this letter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The fact that you have "conversed" with me about the many problems I have experienced with your bus company doesn't resolve anything. You admit that the wi-fi problem exists but you do nothing to fix it. Either resolve the conditions or stop advertising FREE WI-FI ON EVERY BUS. Your prices are high and I'm assuming that the "complimentary" Wi-Fi included on every bus is part of that cost. Just because you responded to my first complaint about the problem, doesn't mean that the case is closed. I felt that since the problem is on-going and still unresolved, I should contact the Revdex.com and let those who research Adirondack Trailways through the Revdex.com, benefit from others who have complaints. Thats what the Revdex.com is for! Therefore, THE CASE IS NOT CLOSED, not if I can help it. At least not until you fix the problems: Rude customer service, rude comments by bus drivers and a bad attitude toward the ridership from the traffic dept. This is not a nice company by any means and you're taking your customers for a ride.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are in receipt of your follow up request today, October [redacted], for a response to our customer for unresolved issues

We do not intend to converse with this customer again as all concerns were addressed

You should know that this customer was very difficult for us to have conversation with and has made it very difficult for us over the course of the past couple of months. This customer has advised that he will choose a different method of transportation because he feels we are not able to address his concerns. This Company respects [redacted]'s decision to choose another carrier to meet his transportation needs and supports his decision.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Sometimes it becomes nwccessary to raise objections to a companies practices because it affects many consumers with the same complaints. Recently I was personally thanked by a ticket agent for raising concerns over constantly overcharging customers for some time at this particular route. Had I not put up a stink, many customers would still be paying more than they should have. I'm sorry you find me difficult to deal with but your business practices need to be overhauled as they do negatively affect hundreds of riders. I will continue to raise my concerns about all the wrongs perpetrated by this company and putting them on record with the Revdex.com is my only recourse since this company cares nothing about their ridership.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My son had an emergency situation, as he had missed his train in Sarasota [redacted] and needed to get home to catch a plane in NYC. I purchased an online bus ticket from Trailways and emailed to him the confirmation of that ticket purchase in his name and a pdf copy of the ticket because he was at the closed Amtrak Station and could not print the ticket. He had ID on him. The bus driver refused to let him on the bus even though we had proof of a paid ticket, a confirmation number in his name and he had a drivers license for ID. In 2015 he had to have a paper ticket to boadr the bus. Unbelievable. What's the point of an online purchase? They will not refund my money and their customer service person was rude and dismissive. They could have cared less.Disgusting, inattentive behavior all around.

Their policy about not being let on the bus without the paper ticket was never stated clearly enough in the ticket purchasing process. They just want to take your money and could care less about their customer service or obligations once they take your money.Desired Settlement: I want my money back and an apology for stranding my son with nowhere to go at night in Sarasota when he had paid for his ticket and had every right to his seat on their bus.

Business

Response:

The business has responded. Please see below:This customer has disputed the charges with the credit card used to make the non-refundable bus ticket transaction. There is no action on the part of this company as the customer has already had the funds returned by their credit card issuer. This company will not contest with the card issuer the reversal of the funds to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved by my credit card company.

Sincerely,

Review: I am writing to you about a situation I have become involved in with adirondack trailways company, regarding an online ticket purchased that I did not authorize. I have spoken with the customer service department, and requested that I be transferred to a member of the corporate team regarding a refund, but they refused to issue a refund and allow me to speak with a supervisor or corporate officer.

I will begin by saying that I very much enjoy the company service, and I would like to continue using it in the future with my family and friends. In June, I had taken a trip from New York to Syracuse for the IRONMAN 70.3, and I was pleased with the roundtrip service. For this reason, several months later, when I registered for the IRONMAN Lake Placid, I began to look at bus times that were available for the weekend of July **, 2016. While on the online website, I had looked at busses departing from New York City to Lake Placid on Thursday, Friday, and Saturday of that weekend, but I never clicked the submit button to purchase a ticket, as I was well aware of the no refund cancellation policy for online tickets purchased and I was uncertain weather the times would work for me, because of my inability to leave that early on Thursday July [redacted], and the fact that the bus would not arrive at Lake Placid until 5:45 on Friday, July [redacted], which was after the 5:00 P.M. deadline for final check in for the IRONMAN race, as there is no check in for the race on Saturday for the day prior to the race on Sunday . My intention was to look at times to get an idea of the schedule, and return to your site a month or two before the July IRONMAN, to either purchase or ticket, or seek alternative methods of transportation. However, it seems that the system believes I did purchase a ticket, and clicked on the terms and conditions button when submitting the alleged purchase. I believe what had happened was the system, when I logged on from the same computer I had used to purchase the Syracuse ticket, saved my payment information, and used that information to authorize the ticket. But I never agreed to the terms and conditions.

Currently, I am in a bit of a dilemma with this situation because the customer service department will no longer speak with me, notwithstanding the fact that I told them I would accept a credit on a future ticket, even though I really deserve a refund because I didn’t authorize the ticket in the first place. I am a reasonable person, and also a law school student, so it is my goal to try to negotiate a reasonable settlement for this ordeal. But it is not possible for me to use the service for my Lake Placid trip because the bus schedule, with only one bus to Lake Placid per day from New York City, does not permit it.

I have spoken with my bank, and they have told me that I need to work this situation out with the company, because of the non-refundable terms and conditions attached to the alleged purchase. Thus, this is the last avenue that I have to attempt to resolve this dispute with the company. If I cannot come to a resolution with your company on this, I will have no choice but to refrain from using the bus service entirely in the future, in addition to communicating to my entire network of family and friends that they should no longer use the service because of the experience that I have faced, especially when taking into account that the company can sell the ticket I allegedly purchased between now and the 7 months that will take place before the actual trip date.Desired Settlement: Credit for future ride services

Business

Response:

The business has responded. Please see below:The website does not store and save prior payment information therefore, it is impossible for our website to have purchased the bus ticket from NYC to Lake Placid for [redacted]. An offer of a refund was made provided [redacted] purchased another ticket for the day prior to get him to Lake Placid early enough.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I did not authorize the ticket and I should not have to pay for it. The previous day will not work as I am a law school student and will not be able to leave until Thursday evening. I have offered the business to give me a credit on a future ride or a full refund. If this is how Adirondack Trailways intends to resolve this dispute, when I did not authorize the transaction and they can resell the ticket within 7 months from now, I will refrain from using their service and inform the public about there unfair consumer practices. Please inform them that they are at risk of not only losing me as a customer, but my network or family and friends. I am also considering reporting this company to the New York State Attorney General Consumer Fraud and Protection Bureau, if this matter is not resolved through the Revdex.com.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a bus ticket in [redacted] to go to [redacted]. I was supposed to transfer busses in [redacted]. When I arrived in [redacted] I found out from the clerk there that the company did not go to [redacted] at all. When asked what to do he offered to put me on a bus to [redacted] or told me to find someone to come pick me up and give me a ride and the company would refund my ticket. I have made several calls to the company each time I get a run around. I was put on hold in the middle of a sentence, if they didn't like what I was saying I was put on hold also. I have also sent my ticket in the mail in hopes that will work but it was my last 40$ and for them to take my money and not deliver on a service during the holidays, lets just say a refund doesn't come close to making up for what this company has put me through.Desired Settlement: Both a refund and apology from the call center representatives I had to deal with. Names: [redacted] and [redacted]