Norfolk Bus

*** *** First I'm very happy you took service from my companyWhen I got this letter, I confirmed with colleague, at 9/* 8Pm the driver was leaving around 8:15PM instead of 8PM, she
made announcement for all the customers in the station.She remember she been there after bus left, so she told you bus left alreadyOn the ticket we mark 8:00PM/8:30PM, 8:00PM bus leave at *** *** * *** , 8:30PM leave at *** ** * ** **, I think you make mistake with the timeI saw you paid for the round-trip ticket for 2015-**-** Sun Wilmington 9:00am -> New York, and went back at 2015-*** Sun New York 8:00pm/8:30pm -> Wilmington, you used one way, we have ticket policy, the customer must show up at least 20m earlier before the departure time, once the time has past, you can not use the ticket anymoreBecause you're value customer for us, so if you still want to use that ticket, I will help you to ask my boss regarding this problemIf you have any questions please feel free to contact me the above phone number or email back to meThanks!
***

Review: I had showed up at bus stop [redacted] to take the 8 oclock scheduled bus to Wilmington Delaware. I waited for 20 minutes before 8 and 20 min after. No bus came. I went to their front desk to inquire and they tell me the bus had already left. They would neither help rectify the issue, or issue us a refund for our ticket. While I write this another man has been stranded here over night over inquiring over the phone and purchasing a ticket for a time they now say did not exist. This business is delapidated, the people who work here incompetant with accents so thick you can barely understand them. I cannot believe they treat people like this when 2 round trip tickets I purchased are total of $70.Desired Settlement: It would be best for this to discontinue being a business.

Business

Response:

[redacted] First I'm very happy you took service from my company. When I got this letter, I confirmed with colleague, at 9/* 8Pm the driver was leaving around 8:15PM instead of 8PM, she made announcement for all the customers in the station.She remember she been there after bus left, so she told you bus left already. On the ticket we mark 8:00PM/8:30PM, 8:00PM bus leave at [redacted] , 8:30PM leave at [redacted], I think you make mistake with the time. I saw you paid for the round-trip ticket for 2015-**-** Sun Wilmington 9:00am -> New York, and went back at 2015-[redacted] Sun New York 8:00pm/8:30pm -> Wilmington, you used one way, we have ticket policy, the customer must show up at least 20m earlier before the departure time, once the time has past, you can not use the ticket anymore. Because you're value customer for us, so if you still want to use that ticket, I will help you to ask my boss regarding this problem. If you have any questions please feel free to contact me the above phone number or email back to me. Thanks! [redacted]