Angelic Luxury Coach Inc.

Review: Angelic Luxury Inc provided bus service for field trip for my children's school. Forty five minutes into the trip, one bus broke down. It took close to two hours for replacement bus to be sent. Promise was new bus would be there in 1/2 hour. Arrival to Jamestown was delayed. Kids were not able to get the full 2 and 1/2 hour tour due to late arrival. Jamestown closed at 4 so the tour could not be extended. Not all TVs on buses were operational. To the bus company's credit, a replacement bus arrived and took them to destination, although late and they arrived home safely. However, a safe trip is what was expected. I emailed the company about the service, I received no response. I made a follow up call and was transferred to the owner, [redacted]. He was rude and essentially stated that my complaint was not valid because my kids got there and back safely. He stated that my complaint was trivial and that he was tired and had been up all night and I was wasting his time. He said he would transfer me and when I indicated that I was attempting to ensure that I had the facts correctly because I didn't want to make a complaint to the Revdex.com or anyone else with faulty facts, he then hung up on me. I called back and requested to be transferred to their customer service and explained the he had just hung up on me. They transferred me back to him. He asked me why I was calling "him" back. I indicated that I called to speak with customer service and that his staff transferred me back to him. He again was nasty and rude. He then provided a condescending apology and then asked for my permission to get off the phone. I have never dealt with an owner of a business that responded in such a manner. While the school was the one who contracted for the services, I had a right to complain to him as the business owner for the failure to ensure that my children received the full benefit of their trip. A simple email response saying, we apologize for the delay caused by our mechanical failure would have been sufficient. But to assert that a complaint is trivial when you are the service provider is ridiculous. It was unsatisfactory that my children had to sit on buses on the side of I-95 for almost two hours. It is unsatisfactory that one of my children had to be moved from one bus to another, in the rain, on the side of I-95.Desired Settlement: Refund to the school so that they can refund parents a portion of the required fee paid to attend the trip. A written apology to students/parents who attended the field trip since they were not able to get the benefit of what they paid for at Jamestown and the inconvenience of sitting on buses on the side of the road.

Business

Response:

From: Angelic Luxury Coach <[email protected]>

Date: Mon, Sep 23, 2013 at 6:02 PM

Subject: [redacted]

To: [redacted]

Dear [redacted], My name is [redacted], In future reference I will be the contact person for the [redacted] complaint. This was a 2 bus move charter and Angelic was sub contracted out by [redacted].We arrived at the school early and the principal asked us to move over to the side because the buses and the studentswere still coming in . She said she would inform us when to come back in the circle. The group leaders and the principal came out and we loaded the coaches. We put a movie in the DVD player and was on our way to Williamsburg, VA. While on the way we receive no complaints of the TV monitor having problem.One of the things a driver must do is to pre-trips his or her coach to make sure all equipment is working before leaving the garage.When I realized that I was having a mechanical problem, I notified the company to let them know I need a coach so they could be on their way.I informed bus #2 and my group leader of the situation with the bus. We pulled over to a safe area on 95 headed south bound.The driver ([redacted]) never talked to the parents on the coach only communicated to the group leader. The group leader informed the chaperone.The weather condition was light rain, the students did not get wet and the bus came in within an hour. The students ate their snacks, and was able to move around on the coach while waiting for a replacement coach.The students were out of harm ways when getting off the coach. The coaches were backed into each other so close and the parent or chaperone was standing in the gap. It was a very smooth transition for both students and parents.The driver ([redacted]) informed the group leader because they arrived at 1:15PM they could stay until Jamestown Settlement close which was 5:00pm. This allowed them to make up the hour they miss .The hours are Monday-Sunday 9:00am-5:00pm. The group leaders chose not to stay until the Settlement close.The bus driver only deals with the group leaders.**. [redacted] please except our apology for any rudeness or inconvenience that was given to you. Thank you[redacted]Angelic Luxury CoachExecutive Administrator###-###-#### (O)###-###-##### (F)[email protected]