Croswell Bus Line, Inc.

On 6/22/Croswell had a first class new (2017) $650,Motorcoach incur a mechanical failure en route to Washington, DCActions taken are as follows: 1) Driver immediately followed USDOT requirements to place safety markers within proper distance of the vehicle
2) Within two minutes the driver (an experienced professional) notified senior management of the breakdown3) Senior management teamed with the Maintenance Supervisor (a year professional) and began to diagnose the problemManagement concluded staying on board the Motorcoach was the best safety option as they determined the cause of the mechanical issues4) Croswell personnel determined the extremely high probability the problem was a failed coolant hoseEven though they were dealing with “After business hours” management secured a provider to make a road call with high probability of making a repair within the hourBecause of this management concluded the best course of action was keeping the passengers “on board”5) Croswell was informed by the roadside technician that the problem was not a hose but, in fact to be a broken pulley. This was completely unpredictable given the useful life of this pulley exceeds 500,miles and this bus had less than 40,miles6) Within the agreed time frame of knowing the engine contained sufficient coolant to not overheat in the short term, management agreed to move the Motorcoach off the road to a *** parking lot. This was done only after Croswell’s head mechanic consulted with the manufacturer of the motorcoach. Once again, passenger safety was our #concern7) At the same time Croswell used industry contacts to secure a replacement Motorcoach from *** Coach. They arrived as quickly as possible taking our group to their hotel8) Croswell then worked through the night to adjust the Tour schedule to compensate for lost time and to maximize the trip benefits9) Croswell hired another (highly reputable) Motorcoach Company to resume the Tour on the morning of 6/so that our group could continue their tour as scheduled, while our motorcoach was brought to a nearby shop to replace the failed pulley. The time agreed to begin the tour was 8:am which was hours behind the original schedule. It was decided to purchase Tram Tickets at *** *** *** ($per ticket) so that our group could see more in a shorter period of time. 10) As fate would have it the hired service had a mechanical defect en route causing an additional one hour delay on the morning of 6/23. The group did get to spend hour at *** *** and they did see the Changing of the Guard11) At the same time Croswell had the Motorcoach professionally repaired, inspected, and put back into serviceAs a year industry professional having served as Chairman and on the Board of Directors of our Industry’s most highly rated associations I stand on my reputation on stating Croswell incurred an unforeseen and unavoidable mechanical defect on a Motorcoach at an inopportune time and place, worked tirelessly and effectively to keep our passengers safe and to minimize discomfort. While to this customer the delays appeared to be unnecessary, the communication inadequate and the remedy not sufficient, the fact is, given the information we had, along with our experience and commitment to safety we did everything possible to minimize safety and convenience issuesCroswell modified and added to the schedule providing a Tram Ride, an additional meal and a Night Illumination TourThe added cost per person of $ was not chargedThe post trip evaluations reflected positive feedback on the entire tourWhile the responding customers were not happy with the delays they felt we did all we could do, given the circumstances and showed a great deal of competency of managing the problems and adjusting the scheduleWe are the oldest continuously operated family owned Motorcoach Company in the State of Ohio having begun operation in 1921. This is the first complaint ever filed to an oversight government agency and only one of a handful ever filed with the Revdex.comWhile there is no evidence of negligence on our part, and given we voluntarily compensated our customers for their inconveniences, we will return 100% of the monies this customer paid ($1,100) due to the fact that it is obvious this customer is as convinced of our failure as we are convinced of our professionalism. This is her first tour with Croswell and because she has no history with us or with motorcoach travel in general, we are not going to change her mind nor her intentions

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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. 
Regards,
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