Carl R. Bieber Tourways

During the purchasing of an online ticket there is a screen where you must check a box that you agree with terms and conditions (See note A) and check a box that you Agree to the following statement that You need to print your receipt to SHOW to the driver (See note B).Terms and Conditions are...

enclosed.If you do not check these boxes you get a warning (see exhibit #1). After the boxes are checked and you continue, Exhibit #2 is the next screen.This is where the Boarding Passes are printed. The screen looks like exhibit #3 until you hit the PRINT Button. The Boarding Pass will print with the Bar Code. (Exhibit #4).As a Transportation Company we do not want to refuse passage for any passenger.Unfortunately, customers do not always read the fine print. In the past if a customer could not produce the ticket with bar code they were refused boarding. We instituted a $5.00 charge to recreate the ticket in house. The ticket needs to be recreated so that we can then “lift” the ticket in our data base system. That cancels the ticket so that it cannot be reused. More importantly it then allows the person to board the bus. The alternative was to not allow passage.We provided transportation even though Mr. [redacted] did not follow all the directions during the purchase of his tickets and even though he did not provide the proper required documents to board the bus.Sincerely,David O[redacted]VP / General ManagerBieber Transportation Group

During the purchasing of an online ticket there is a screen where you must check a box that you agree with terms and conditions (See note A) and check a box that you Agree to the following statement that You need to print your receipt to SHOW to the driver (See note B).
Terms and Conditions...

are enclosed.If you do not check these boxes you get a warning (see exhibit #1). After the boxes are checked and you continue, Exhibit #2 is the next screen.
This is where the Boarding Passes are printed. The screen looks like exhibit #3 until you hit the PRINT Button. The Boarding Pass will print with the Bar Code. (Exhibit #4).
As a Transportation Company we do not want to refuse passage for any passenger.
Unfortunately, customers do not always read the fine print. In the past if a customer could not produce the ticket with bar code they were refused boarding. We instituted a $5.00 charge to recreate the ticket in house. The ticket needs to be recreated so that we can then “lift” the ticket in our data base system. That cancels the ticket so that it cannot be reused. More importantly it then allows the person to board the bus. The alternative was to not allow passage.
We provided transportation even though Mr. [redacted] did not follow all the directions during the purchase of his tickets and even though he did not provide the proper required documents to board the bus.
Sincerely,
David O[redacted]VP / General ManagerBieber Transportation Group

Review: The Management of the CARL R. BIEBER INC - BIEBER TOURWAYS is performing a systematic customer fraud. The Company management intentionally orders cancellation of the scheduled bus departures if the bus is not filled with the passengers. The following procedure is being executed literally every business day just varying, which specific departure is being cancelled. Instead of making 3 departures as advertised and scheduled, the company sends just 2 busses ( severely delayed first bus and then the sending the third bus on its schedule, but filled with passengers from second and the third departure ).

Exact procedure is being exercised as the following trick.

If some bus by the time of its scheduled departure is not filled over 50% of capacity,

then the driver is ordered by the dispatcher to simulate a breakage.

The bus is being delayed in the NY PABT terminal until the scheduled departure of the second (next) bus.

During all this time, the driver simulates a breakage, as-if he cannot start the bus.

The driver is pretending to make various efforts, he is calling the dispatcher, waiving hands, kicking the tires, loudly opening and shutting back compartment doors, and making all kinds of noises.

The only thing that never happened - no emergency repair crew ever called and the passengers have never been transferred to a replacement bus.

The company holds this first bus until it completely packed.

The passengers who are arriving for the next (second) scheduled trip are put on the first bus until the full capacity reached.

After that the bus is still held for few more minutes so that the arriving passengers (who were aiming the second scheduled departure) will see the previous packed bus.

Those arriving passengers are being told that the bus is full, and they would need to wait until the next bus (the third scheduled departure). Even when ask explicitly which bus is that, we hear lies that this is the second bus (not the actual first bus).

So the passengers, who were expecting to take the first departure, are being intentionally delayed for the entire period on the board of the first bus.

The passengers who were not able to get on the board of the first bus, are forced to wait until the next bus will be filled and depart on the schedule of the third bus.

This game two-for three is being played every business day from NY PABT terminal.

In the past 2 month that I am commuting daily I have witnessed those games so many times that I got really frustrated.

The latest example when I faced this game twice on the same day just overfilled my patience.

On February 12, 2014 the bus departing at 7:00 AM from [redacted] arrived with not functioning Climate Control. As a result the temperature inside was 25F and passengers were breezing out clouds of vapor INSIDE the bus on its way to [redacted]. When the bus arrived to [redacted], the passengers demanded the driver to turn the heat on. For 40 minutes, while the driver tried to fix the problem and was talking to the dispatcher, the passengers were kept inside the frozen bus. The driver asked the dispatcher for a replacement bus to be sent. The dispatcher replied there will be no replacement. Instead the passengers from the first bus should be transferred into the next scheduled bus arriving soon ( 40 minutes delay). When the next bus arrived, the passengers from the first bus were added to the once already on the board of the second bus. At this time the second bus got completely filled.

So a dozen of people who came to the [redacted] bus stop and standing in the street in 10F bitter cold were told that they are not fitting and they should wait for 30 minutes until the next scheduled bus will arrive.

As a result that the bus was put on the line obviously broken we got late for work, and a dozen of people were left freezing in the street in the bitter cold. However, the Company had saved one bus trip.

The same day, as I was late for work I was forced to stay longer, and came for the bus at 6:50PM.

The driver did not let me and few other passengers to come on board.

He claimed that the bus is broken and he cannot start the engine.

This bus was #[redacted] ( PA License place [redacted]).

We were presented a whole comedian show. This clown pretended he is making various efforts, he is calling the dispatcher, waiving hands, kicking the tires, loudly opening and shutting back compartment doors, and making all kinds of noises.

When the driver was talking with the dispatcher, I requested to let me talk to them.

The dispatcher told that they are working hard to fix the issue, which actually was just a intentionally simulated fake.

I explicitly demanded to call a repair crew or provide a replacement bus.

The driver just turned his back to me and walked away.

I explicitly told the driver that the company is facing the Attorney General Complaint.

At that time another Bieber bus arrived and there was no sense to hold passengers any longer.

So at this time the driver has to show some real effort, as-if he is fixing the problem.

He asked a [redacted] bus driver to backup and used a buster cable to start his bus.

The bus started instantly as a charm. The miracle happened. Nothing was wrong any longer.

I do not believe, that actually think the passengers are so stupid, and we do not know that they can get jump start in the PABT terminal in a matter of minutes, unless this circus was executed on purpose.

So by this time the bus, which was scheduled for 6:50PM was filled and it departed at 7:40.

The passengers who arrived to the terminal to take the scheduled bus at 7:45 and who did not fit into this bus, we lied and told that their bus is full and they should wait until the next bus 8:30 will take them onboard.

For the past two months I had faced such tricks at least once every week.

Not a single time a repair crew was involved.

Not a single time any service was actually performed.

Not a single time the passengers have been transferred to a replacement bus.

This is a persistent model of running the business.

The Bieber’s Management just making any possible effort to save a bus trip

and merge the passengers from 3 scheduled trips into two.

We are taking those trips to commute to work.

We are spending 2-3 hours on the trip to NY every morning and 2 hours to get back home.

This is really immoral and illegal, when the Company maliciously and intentionally defrauds customers,

and in the attempt to save a few dollars, adds hours to our commute.

The company violates the Consumer Rights to receive service as advertised.Desired Settlement: 1. Change of management -the management, who developed this fraudulent policy should be terminated.

2. Refund to all customers who were victims of this fraud and troubles.

3. Implementing a strict rules to prevent re-occurrence of such customer fraud.

Business

Response:

April 2, 2014Re: ID [redacted] To Whom It May Concern,I have investigated the only complaint that **. [redacted] has supplied documentation for.On February 12, 2014 the bus departing from [redacted] to NY City at 7:00 am had an HVAC System failure when it arrived in [redacted]. There were no complaints or reports of malfunction during its trip from [redacted] to [redacted] and its return to [redacted]. [redacted] is the location of the Carl R Bieber Inc. maintenance facility so any concerns would have been addressed when it stopped there to discharge and pick up passengers. On arrival at [redacted] the driver called dispatch to report the problem.The passengers were transferred to the 7:30 [redacted] departure bus. There were enough seats for all passengers. It made its stop at Hellertown and took on additional passengers and continued to NY City. The bus with the malfunction was then driven back to [redacted] for repairs. As soon as it was repaired it was driven to NY City without passengers to be available for its 4:30pm departure from NY City.On the same day, the 6:50pm bus from NY City to [redacted] did not start when it was scheduled to leave. We are not allowed to start a bus in the NY Port Authority until it is scheduled to depart.The driver called dispatch and was told to check a couple of things. It was then determined that the batteries were low. At that point we could have called a repair service in New York City to respond but that would have caused at least a 1 hour delay. The dispatch had the driver ask another bus company to give him a battery boost. The bus started and was loaded for departure which occurred at 7:25pm.**. [redacted]'s claim that passengers that were waiting for the 7:45pm departure were told to wait for the 8:30pm bus is mistaken. The 7:45pm bus came out on time.In both cases, contrary to what **. [redacted] claims, that we systematically create mechanical failures to deliberately cancel a run can't be further from the truth. Mechanical failures are an unfortunate unpredictable occurrence. When they do occur we make every effort to get the passenger where they are going in a safe, efficient and timely manner.

Review: I ride the Bieber bus from Allentown to New York City almost weekly, and a round-trip tickets costs me $46. Unfortunately, given Bieber's location it makes sense for me to take this bus instead of its competitor. But if that were not the case, I would never ride Bieber again. First, there is one driver in particular who I do not trust to drive safely or competently. I have seen him put his hands on a passenger in the past, and he curses loudly while driving and berates other drivers, often telling female drivers to "grow a set." I find this completely offensive, not to mention there are often children on the bus who should not be exposed to his maniacal rants. He once stopped the bus on an on-ramp, left it running and put it in park, left his seat, and used the bathroom in the back of the bus. This was in rush hour traffic heading into the City, just as we approached the Lincoln Tunnel. He also does not follow the same route other drivers do, often exiting the Tunnel and driving through Midtown rather than driving straight into Port Authority. Because of traffic, this usually adds an additional 30 minutes onto the trip. I called the company after the on-ramp incident to complain about this driver, but never received a phone call back. Secondly, I find this organization to be horribly disorganized. Many times I have waited for up to an hour for a bus, not knowing whether one would come or not. At certain times there are so many people going to PA that the bus fills up. But instead of having a backup bus ready to take those left over, we are left behind with no idea as to whether another bus will be sent. Each time this has happened, the driver of the full bus simply says he will ask dispatch to send another, but that he doesn't know whether they will. That means we are left standing there, waiting for a new bus or for the next scheduled bus, which could be coming two hours later. We are left there to just wait and see what happens. I find it appalling that the drivers have no idea what dispatch will do, and that they often deliver that news with a you're-on-your-own attitude. I also find it appalling that the company knows some times will be busier than others but yet is unprepared. And finally, I am incensed that these drivers leave us, the ones standing in line, to do their jobs. Each time this has happened the driver has told us to call dispatch ourselves to ask for another bus to be sent. Each time the line goes unanswered.Desired Settlement: I cannot believe I pay almost $50 to question whether I will make it to my destination safely. I also pay $50 to stand in Port Authority, holding my bags, with no clue as to when I will get home and whether I should bother waiting for another bus, and to get attitude from a driver who thinks none of this is his problem.

I would like to see Bieber speak to their one horrible driver (bald, white facial hair, often wearing a black leather cap) and hopefully re-train him. I would also like to see Bieber better organized, particularly on the weekends, and have a plan and policy in place for those times when not everyone can fit onto one bus and people are leftover.