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Lamers Bus Lines, Inc.

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Reviews Lamers Bus Lines, Inc.

Lamers Bus Lines, Inc. Reviews (13)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is in regards to the last letter from Lamers Bus Company.  We would like to address several issues. We certainly understand that there are rules and regulations pertaining to the CDL restrictions.  We paid to have two drivers for several reasons, one being that there would be one shuttle available for our guests at all times.  It was not necessary for the two drivers to take their breaks at the exact same time, they chose to do this.  If they would have staggered their breaks, we would have had the coverage that we needed and the coverage that we paid for. When the brides uncle was forced to begin shuttling the guests, he could only fit three people in his vehicle, there were others who were looking for the shuttle, as well.We still feel very strongly, that we should receive one half of our full payment back in return for all the chaos and inconvenience that Lamers caused our family. This was a very important day for us and the bride’s mother should not have had to leave the event to make phone calls to hunt down the drivers, as well as the bride’s uncle to begin shuttling guests.It has now been one month since the driveway post has been broken.  This should have been taken care of immediately!  Here is the information pertaining to the post, if Lamers decides to hire someone to make the repair. This is what needs to be done so it matches the other post.6 foot by 5 inch treated post, painted with 3 coats of Behr Premium Plus Interior/Exterior Hi-Gloss Enamel White. The post will need to be notched at the top of the post to accommodate the iron horse head that sits down flush to the top of the post. The iron horse head will need to be installed on the post.  The post will need to be installed in the ground and leveled to match the remaining post on the opposite side of the driveway.  We would require that this work be complete within three weeks from today, August 21, 2017. We also require that this work be done when someone in our family is present, and will make every attempt to work with Lamers time table.Thank you for your consideration for our request.

Thank you for allowing us to respond to this incident again. We feel that the original complaint and customer response is exaggerating many details and hope to highlight that our drivers acted within the parameters of their CDL hours of operation.  The break could not start until the vehicle was parked and could not resume for two hours, or else they would have run out of hours at the end of the night, which would have left many more people without a ride back to the parking lot. We can’t reiterate this enough. All CDL drivers have federally mandated hours of operation that they need to adhere to, otherwise they face fines, being put out of service, or license revocation. So our drivers are especially careful when it comes to driving within those parameters. We understand that not all of our customers are well versed in the restrictions CDL drivers face. When we told you that the drivers needed a two hour break, you said approximately 5:30 to 7:30, without taking into consideration that the last shuttle was scheduled to leave at 5:30, and the drivers still had more work to do before the passengers were dropped off at the event. Accounting for the time it takes to load passengers, drive the route around the road construction, and unload passengers, it would have added at least 30 minutes minimum from the scheduled departure time. Our sales staff should have done a better job explaining it to you, but our drivers did not change the schedule, they completed the service they were scheduled to do and then took their break. When our [redacted], Dean, was originally alerted to your issues, he was told the three wedding guests wanted to leave immediately after dinner, so the uncle walked next door to get his vehicle to drive the three people back to their vehicles. Your claim that “many” people were inconvenienced is exaggerated. Though we apologize that those three people had to find an alternate ride back to their cars, we do not feel that this justifies a return of half of your money for services that were provided by two buses for a total of 13 hours that day. In regards to the post, we’re not arguing that one of the drivers made contact with the post while backing up. We apologize for the damage and offer to replace the post. We will purchase a new cedar post, paint it, place it in the ground and place your decorative top on the new post. Please contact our [redacted] via phone or email if you would like us to come out and replace the post.

Thank you for the opportunity to respond to this complaint. After speaking with the two drivers who drove for the event, we are able to provide more information and hopefully resolve this issue. [redacted] is correct, after receiving the final itinerary, [redacted] Dean informed them that due to the...

hours of operation rules, the two drivers would need to have a two hour break during the day. But the schedule she sent said that the last shuttle would be leaving the school at 5:30 p.m., meaning they would still have to bring the passengers from the parking lot to the event before they could start their break. The drivers did not want to risk leaving anyone stranded at the parking lot, missing dinner, so the time that their break actually started was 6:20 p.m. In order to be able to drive legally at the end of the night, the drivers took their break for two hours and were back on duty around 8:30. According to the call we received from the bride’s mother, the drivers were gone for more than 3 hours, which wasn’t the case. There was no way they would have been able to be back on duty by 7:30 if the last shuttle was departing at 5:30. In regards to the decorative post: The driver was backing into the driveway, being guided by county sheriff in attendance made contact with with post. They did not comment that the post was snapped in any fashion, but they noticed that the post was rotted at the bottom. They were still able to replace it in the hole and stand it up. Lamers Bus Lines will replace the wooden painted post and attach the undamaged decorative top. Since we were operating within the legal hours of operation for a driver, of which the customer was informed, we will not be offering a monetary refund for this trip.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[There is a meeting scheduled with the school and other parents and child witnesses that my son did not damage the bus. Also. I was never afforded the opportunity to discuss a resolution. I was TOLD my son's contract was terminated effectively immediately for failure to pay and damage. I later received an email from [redacted] apologizing for the mix up. That yes I was indeed paid in full. However, never given the opportunity to discuss the damage. There are several complaints from parents regarding the driver of this bus and her behavior. She has left the school bus running and gotten off the bus top yell at a patent, eats while driving, talks on the phone while driving, says profanity to the kids, etc. This company has not addressed the complaints of the parents, the Elmbrook school district, etc. This company cannot remove the other kids from the bus due to protocol in the 220 contract with MPS. they can however target my son because he is private pay. This matter is now being escalated to MPS transportation, and the elmbrook school district by parents and principal. The company should acknowledge the faults of their driver, terminate the driver for violations, admit to no proof of damage and reinstate my son on the bus. The school backs my son and I 100%. Why a supposedly reputable company would tarnish their image over a driver clearly in the wrong floors me. Why they would risk a city contract over one unconfirmed incident is amazing. Bottom line, driver lied on my son, has no proof of allegations, yet a list of violations and a childs access to education has been impaired over this.Regards, 
[redacted]

This was regarding an early out.  The bus came in as soon as it was finished off of its previous run. My apologies for it running tardy. When the bus arrived, the driver spoke with the office staff and was told the children were all gone.

Lamers is responsible for addressing behavioral concerns with private contracts.
This parent was unwilling to discuss any concerns or the property damage caused by her son.  The call was originally placed simply to make
sure parent was aware of the issues. 
Parent refused to have...

any discussion so we could come to a solution to
the behavioral issues. Parent insisted she was not satisfied with our service
and was unwilling to come to an agreement. 
I advised parent that since she was unhappy with our service I would
refund her the balance due from February 25 through the end of her child’s school
year.

We are obligated to follow the policies of the school district we are contracted with.  Per Milwaukee Public School transportation policies:  Any student whom is 6 years old and in 1st grade or greater is to be discharged from the bus with or without a parent to receive.

We genuinely apologize for the way this trip was handled. After reviewing the information that was submitted to us, we have issued a full refund on the trip. Our Waunakee office has been in contact with the other party via phone and email. We hope that this complaint has been satisfied.

Review: There was not an option for no contract in place. I paid this company $326 for the year to transport my son from his home to school. I have had constant issues, myself as well as other parents about the driver of this bus. The issue was addressed with the school and I was told the driver would be replaced. This did not happen. My son was then being accused of damage to the bus in which he was the one that informed the driver of the damage. the bus company then called and said they were terminating his transportation in the middle of the school year effective immediately. When I asked why I was told that I did not pay for Second semester when I asked what the cost was I was not informed of the price I was quoted $350 different than what I paid first semester. I stated that was not told to me, why is the fee different and why now is this just being brought to my attention and I am "accused" of being almost 90 days delinquent IF I owed the money. I was told it was in the contract. I never received a contract, I forwarded the email I did receive which was a receipt only. I was not given the opportunity to pay the fee that was all of a sudden due! The services were termed by [redacted] immediately leaving my child with no transportation to school.Desired Settlement: To accept payment from me for the second semester, continue to transport my child and provide a legitimate contract for services

Business

Response:

Lamers is responsible for addressing behavioral concerns with private contracts.

This parent was unwilling to discuss any concerns or the property damage caused by her son. The call was originally placed simply to make

sure parent was aware of the issues.

Parent refused to have any discussion so we could come to a solution to

the behavioral issues. Parent insisted she was not satisfied with our service

and was unwilling to come to an agreement.

I advised parent that since she was unhappy with our service I would

refund her the balance due from February 25 through the end of her child’s school

year.

Review: I received a written proposal for a 76 passenger school bus for a cost of $175. When I received the contract for signature, the cost changed to $355.Desired Settlement: I should receive the 76 passenger school bus for $175.

Business

Response:

The standard rate for the school bus charter was priced at $195, which is correct. However the female requesting the quote failed to mention that it was for a bachelorette party. She called back in the following week to book the charter with another sales representive, and told her it was for a bachelorette party. Well, the rate for a bachelorette party is $355. She believes she should get the $195 price, instead of the $355 price. I asked her if the bus was for a bachelorette party? She said no. I believe she does'nt remember me asking her if it was at the time of her quote. Bachelorette party charter tend to cost more money, due to the expense in cleaning and products used to clean, due to its nature of a celebration, and that is why the price is higher than just a regular charter. We inform the customer during their conformation of the trip, that If the person of intrest books a charter bus, tells us it is not for a bachelorette/bachelor party and the driver informs us that is is used for that purpose, the CC on file will be chargered the additional amount to equall the $355 price. We have always provided a clean and safe motor vehicle, with a professional driver, for every trip. You will not find any hidden charges, that you will be billed later. We are honest, and we hopefully expect the same when booking a trip in oreder to give you the best experience possible. Thats the LAMERS way. GoLamers.com

Consumer

Response:

Review: The bus driver was 20 minutes late for my children so they started walking home.I called Lamers and the person answering the phone told me my kids aren't 4 or 5 so they'd be ok and that I should buy them a cell phone. My kids tried to go back into the school but the receptionist told them the office was closed, I am discussing this issue with the school district aswell. When kids are a minute or 2 late the bus drivers are told to leave but apparently it's ok for a driver to be late according to the bus company. I was told accidents happen and I was hungry up on their route number is 2654Desired Settlement: Someone should be wrote up or fired for this matter, young children were put in harms way.

Business

Response:

We are obligated to follow the policies of the school district we are contracted with. Per Milwaukee Public School transportation policies: Any student whom is 6 years old and in 1st grade or greater is to be discharged from the bus with or without a parent to receive.

Consumer

Response:

I booked the La Crosse Trolley with wheelchair access for my wedding party transportation in September of 2012 for my wedding on May 18, 2013. I signed and faxed in the contract in September and verified receipt of the fax to Lamers Bus Lines to confirm the reservation immediately after the fax was sent. Per Frank Green in scheduling, no money needed to be put down with the contract but the entire payment was to be made a month before the May 18th wedding day on April 17, 2013. The contact also states that payment of $675 is due by April 17, 2013, double verifying that no down payment was due. The contact also shows that we were quoted $485 for a 36 DLX (36 passenger deluxe motor coach).

In February of 2013, I received a call saying that Lamers Bus lines double booked my trolley for May 18, 2013 and that I would no longer have a means of transportation for the day. After speaking with Frank Green about this mistake, we were initially quoted $300 over the phone for a motor coach with wheelchair access for the May 18, 2013 date. Frustrated that we were unable to get a Trolley for the wedding day, I contacted the manager to inquire why we were not able to get a Trolley from the Lamers Bus Line in Green Bay, since we were informed they had several available In Green Bay for that day. The manager said that it would be too expensive to transport a bus from Green Bay to Warrens Wisconsin (where the wedding was located). He informed me over the phone that if we were to get a Trolley from Green Bay, then we would be responsible for gas for the transportation, which would be approximately $1200 for the Trolley and the gas quote. We denied this unreasonable quote and inquired more about wheelchair accessible transportation for at least 30 passengers. The manager then informed us that the only means of transportation that had wheelchair access for that day was a deluxe motor coach that he was unwilling and unable to charge less than $450 for the day. We then explained that we were quoted $300 for the day due to the error of double booking on their part. He [redacted]) said that this was an unreasonable quote and was unable to quote us less than the $450 for the motor coach.

Unable to find alternative wheelchair accessible transportation for a wedding group of our size that close to our wedding date, we had no other choice than to pay the $450 for the motor coach. We got a new contract with this quote by March 6th, and signed it and faxed it back at that time. I also gave them my brothers information to mail him a contract as he is the passenger in the wheelchair needing the accessible entrance to the motor coach. Upon receiving his safety contact, he mailed it back to them promptly.

There was also discussion and investigation that the motor coach was unable to transport the wedding party back to my family cottage where part of the wedding party pictures were to be taken. The motor coach was unable to go off of paved roads if the ground was too soft, so we waited until closer to the wedding to determine if the ground would be suitable for the motor coach to drive on. On April 29, 2013, I received an e-mail that the motor coach would not be able to drop off the passengers at the cottage (approximately 400 yards from the highway to the cottage entrance on gravel roads), and would only be able to drop/pick up passengers on the side of the highway. They also stated that they would not be able to unload or reload a wheelchair ramp on the dirt road or on the side of the highway. I then told my brother that he was going to have to drive himself to the cottage for wedding pictures, and would not be able to board the bus until after the church where the bus would be on a paved road. I also set up a van to transport the wedding party from the side of the highway in to the cottage so the motor coach would abide by their driving policies.

On May 18, 2013, the motor coach arrived on time to transport passengers to the cottage and transported the wedding party to the church. Exactly 15 minutes before I was going to be walking down the aisle to get married, I found out that the wheelchair ramp was broken on the motor coach and that it was not in drivable condition to leave the church parking lot. I was told they were trying to figure out alternative transportation and would let me know what they figured out. After the ceremony, the driver informed us that there were two different buses coming to transport the wedding party because the one motor coach was unable to drive. The wedding party waited approximately 30 minutes outside the church after the ceremony for the backup busses to arrive. Due to this issue, we were unable to take our post wedding photos and the wedding party had to ride in separate buses. This was extremely embarrassing for myself and my husband who on our wedding day had to explain to people what was going on, and to my brother who realized these issues arose because he was in a wheelchair.

We realize that we were fortunate to get the back up buses, but were very frustrated with the situation that occurred. Upon return to the country in the first week of June, I called [redacted] (terminal manager for Lamers Bus Lines) to explain my frustrations with the series of events and feel that we need to be compensated accordingly, and he said that he was going to talk with his manager and get back to me by the end of the day. Not hearing back from [redacted] in a week, I decided to wait and see how long it would take to get a response from him with this issues.

On July 1, 2013, I was extremely frustrated that I had not heard back from the company nearly a month later when I was told I was going to hear back on the very same day. [redacted] said to me over the phone, "It hasn't really been a month". When I replied that it had indeed been a month since I heard from him when I was expecting to hear back the same day, he replied, "Well we are talking now aren't we? You called me, so what is the big deal?". I was very frustrated by this comment and told him that he should have gotten ahold of me and that he was displaying very poor service recovery. He then replied that he bent over backwards for me throughout this process and did talk to his manager who said that they were not going to give us any compensation for the trouble because we were already given a discount. When I asked why he couldn't have called me when he found this out he replied, "We have been really busy". I then reviewed this history with him stating the facts that occurred back when we were double booked in February, and he said, "Well you didn't even have a contract for the Trolley in September and you should have put money down on it if you really wanted it". I immediately corrected him and said that we did indeed have a Trolley and to not be stating facts that were untrue. When I explained my dissatisfaction and how he didn't even apologize for the error in not getting back to me, he replied in a short tone, "Fine, I'm sorry. We have been really busy around here and I didn't call you back. You didn't even give me a chance to say anything when you were just complaining the whole conversation."

In this extensive review of the background of the situation, I would like to summarize that I am extremely dissatisfied with the company and their lack of customer service. When calling them back in February and again in July, my husband and I both had to tell [redacted] in our phone conversations that we would like to finish our statement and to not cut us off mid sentence with his defensive statements. We felt like we were speaking with children and were unable to get to the point in our adult conversations. We realize (and verbalized this understanding to Lamers) that human error occurs, and unexpected events can take place, but we do expect to be treated like valued customers and we indeed did not.

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Description: Buses - Charter & Rental, Bus Lines

Address: 2407 S. Point Rd., Green Bay, Wisconsin, United States, 54313

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