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The Wesley

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The Wesley Reviews (9)

On Wed, Sep at 3:PM , Chris *** wrote:Lamers has called back and has provided a full refund to me. They apologized for their lack of response and admit that there is no excuse for their action. I am still disappointed that it took this level of
action to get a response, and will not be using their services again, but am happy to finally have a resolution. Thank you for your services and helping small businesses/individuals to deal with issues such as these.Chris ***

The rules we are required to operate under are governed by our contracted school district.  This particular district does not have the corner designated so if there are any deviations or road closures, the driver may be required to approach from a different direction changing the side...

of street the children are dropped on.  Parents are given a pull time from the corners their children are assigned to by the district and the drivers per our contract are required to pull at that time with or without the students.  Parents are given the stop times as well as informed by their district that the children are required to be at the stops 10 minutes prior to the time and remain 10 minutes after the time. I understand the parents concerns but the district is specific on the rules the bus companies are required to follow and insist on us following the rules to ensure the routes stay on-time.

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.

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.

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.

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.

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.

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.

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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,

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Address: 3405 Piedmont Rd NE Ste 475, Atlanta, Georgia, United States, 30305-1790

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