Budget Charters, Inc.

This office represents Budget Charters, Inc. in connection with the above referencedcomplaint. The customer’s initial complaint was not made to BudgetCharters until March 30th some three days after the completion of the trip. The buswas thoroughly inspected and there was no fuel...

leakage on that bus. All of the luggageis stored in an open cargo bay and any leak would have damaged other suitcases, both•on the trip at issue and thereafter. Additionally, others on the bus would havecomplained about the fumes. However, here have been no further reports of leakageand continued monitoring of the bus evidences no leakage.Budget Charter responded promptly to the complaint. The complainantwas explicitly informed that the company would respond as soon as the bus returnedfrom its present trip and Budget was given an opportunity to look into the claim, whichwas several days later. In spite of the fact investigation disclosed that there was nofuel leakage and no liability on the part of Budget Charters, the complainant wasinformed that Budget had informed its insurance carrier of the claim and been advisedthat if the suitcase and contents were damaged the insurance company would pay thereplacement cost of the suitcase and its contents. When Budget reported the incidentto its insurance carrier, the carrier requested the opportunity to inspect the damagedgoods. The complainant was advised that the carrier would issue a check for damagespromptly upon receipt of the suitcase and adjustment of the claim. The complainantrefused to submit the suitcase to Budget, and therefore the insurance company has notbeen able to issue payment for the claimed damage.The complaint has apparently reported to your offices that she is havingthe suitcase professionally cleaned and will mail it to Budget Charters “if the items area total loss.” As I am sure you are aware, the insurance carrier is entitled to inspectthe alleged damage and to make its own independent determination as to whether there is a loss and, if so, the cause and extent of the loss. The complainant, byinexplicably and unilaterally deciding to have the suitcase cleaned, has deprivedBudget and its carrier of its right to inspect the claimed damage, thereby likely voidingany coverage. Had the complainant promptly complied with Budget’s reasonable andstandard request for the suitcase, this matter likely would have been easily resolvedlong ago. The complainant’s unusual and unreasonable actions in refusing to permitBudget and its carrier to inspect the claimed damage cannot but raise questionsregarding the legitimacy of the claim.Finally, the complainant’s allegation that the bus was dirty is disputed.The bus in question was properly and thoroughly cleaned prior to the trip. No otherriders have complained about the uncleanliness of that bus. In fact, Budget Chartershas never had a prior complaint that any of its buses were not properly cleaned priorto commencement of a trip.Very. truly yours,[redacted] /

This office represents Budget Charters, Inc. in connection with the above referencedcomplaint. The customer’s initial complaint was not made to BudgetCharters until March 30th some three days after the completion of the trip. The buswas thoroughly inspected and there was no fuel leakage on that bus....

All of the luggageis stored in an open cargo bay and any leak would have damaged other suitcases, both•on the trip at issue and thereafter. Additionally, others on the bus would havecomplained about the fumes. However, here have been no further reports of leakageand continued monitoring of the bus evidences no leakage.Budget Charter responded promptly to the complaint. The complainantwas explicitly informed that the company would respond as soon as the bus returnedfrom its present trip and Budget was given an opportunity to look into the claim, whichwas several days later. In spite of the fact investigation disclosed that there was nofuel leakage and no liability on the part of Budget Charters, the complainant wasinformed that Budget had informed its insurance carrier of the claim and been advisedthat if the suitcase and contents were damaged the insurance company would pay thereplacement cost of the suitcase and its contents. When Budget reported the incidentto its insurance carrier, the carrier requested the opportunity to inspect the damagedgoods. The complainant was advised that the carrier would issue a check for damagespromptly upon receipt of the suitcase and adjustment of the claim. The complainantrefused to submit the suitcase to Budget, and therefore the insurance company has notbeen able to issue payment for the claimed damage.The complaint has apparently reported to your offices that she is havingthe suitcase professionally cleaned and will mail it to Budget Charters “if the items area total loss.” As I am sure you are aware, the insurance carrier is entitled to inspectthe alleged damage and to make its own independent determination as to whether there is a loss and, if so, the cause and extent of the loss. The complainant, byinexplicably and unilaterally deciding to have the suitcase cleaned, has deprivedBudget and its carrier of its right to inspect the claimed damage, thereby likely voidingany coverage. Had the complainant promptly complied with Budget’s reasonable andstandard request for the suitcase, this matter likely would have been easily resolvedlong ago. The complainant’s unusual and unreasonable actions in refusing to permitBudget and its carrier to inspect the claimed damage cannot but raise questionsregarding the legitimacy of the claim.Finally, the complainant’s allegation that the bus was dirty is disputed.The bus in question was properly and thoroughly cleaned prior to the trip. No otherriders have complained about the uncleanliness of that bus. In fact, Budget Chartershas never had a prior complaint that any of its buses were not properly cleaned priorto commencement of a trip.Very. truly yours,[redacted] /

Review: My organization has worked with Budget Charters for over 6+ years. Last year was my first year directly working with this company. They never responded to my emails or several phone calls about booking transportation. When I finally was able to reach them by phone, [redacted]. was very rude and said she has been too busy to respond to emails or phone calls. Their prices were much cheaper than the other competitors so I decided to use them again this year. The bus on March 27th, 2015 was extremely dirty with food crumbs and hairs all over the seats. The passengers had to use their coats to sit on the seats. After the bus stopped for the evening, an overnight bag was found to have had diesel fuel leaked all over it. The bus driver was immediately notified but he never notified his company. After the return trip, the bus was allowed to go on another trip without maintenance looking into the possible leak. I spoke to [redacted] about our complaints, and without an apology she stated she "would look into it". I had to call her back after 3 days because she had never gotten back to me. I was upset about no follow-up response as she proceeded to yell at me, and stated their maintenance team found no leak. My organization has decided to spend more money on another company due to the safety issues and poor customer service of this organization. The company name truly reflects they type of service they provide.Desired Settlement: We are in the process of getting the items professionally cleaned. If the items are at a total loss, we will mail the items to Budget Charters for insurance review. Nevertheless, I think this company should be reported mainly for safety issues.

Business

Response:

This office represents Budget Charters, Inc. in connection with the above referencedcomplaint. The customer’s initial complaint was not made to BudgetCharters until March 30th some three days after the completion of the trip. The buswas thoroughly inspected and there was no fuel leakage on that bus. All of the luggageis stored in an open cargo bay and any leak would have damaged other suitcases, both•on the trip at issue and thereafter. Additionally, others on the bus would havecomplained about the fumes. However, here have been no further reports of leakageand continued monitoring of the bus evidences no leakage.Budget Charter responded promptly to the complaint. The complainantwas explicitly informed that the company would respond as soon as the bus returnedfrom its present trip and Budget was given an opportunity to look into the claim, whichwas several days later. In spite of the fact investigation disclosed that there was nofuel leakage and no liability on the part of Budget Charters, the complainant wasinformed that Budget had informed its insurance carrier of the claim and been advisedthat if the suitcase and contents were damaged the insurance company would pay thereplacement cost of the suitcase and its contents. When Budget reported the incidentto its insurance carrier, the carrier requested the opportunity to inspect the damagedgoods. The complainant was advised that the carrier would issue a check for damagespromptly upon receipt of the suitcase and adjustment of the claim. The complainantrefused to submit the suitcase to Budget, and therefore the insurance company has notbeen able to issue payment for the claimed damage.The complaint has apparently reported to your offices that she is havingthe suitcase professionally cleaned and will mail it to Budget Charters “if the items area total loss.” As I am sure you are aware, the insurance carrier is entitled to inspectthe alleged damage and to make its own independent determination as to whether there is a loss and, if so, the cause and extent of the loss. The complainant, byinexplicably and unilaterally deciding to have the suitcase cleaned, has deprivedBudget and its carrier of its right to inspect the claimed damage, thereby likely voidingany coverage. Had the complainant promptly complied with Budget’s reasonable andstandard request for the suitcase, this matter likely would have been easily resolvedlong ago. The complainant’s unusual and unreasonable actions in refusing to permitBudget and its carrier to inspect the claimed damage cannot but raise questionsregarding the legitimacy of the claim.Finally, the complainant’s allegation that the bus was dirty is disputed.The bus in question was properly and thoroughly cleaned prior to the trip. No otherriders have complained about the uncleanliness of that bus. In fact, Budget Chartershas never had a prior complaint that any of its buses were not properly cleaned priorto commencement of a trip.Very. truly yours,[redacted] /