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Trans-Bridge Lines, Incorporated

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Trans-Bridge Lines, Incorporated Reviews (45)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Trans Bridge is passing off their responsibility as a company, that is entrusted with the public's safety and welfare, onto their insurance company.  For a $150.00 ambulance bill, it should be no effort for them to cover it as proper and a correct form of customer service.Seeing as how my insurance deductible is greater than the $150.00 bill that I incurred at their expense, and poor upkeep of their equipment.  It should not come out of my pocket to pay for this.  Trans Bridge obviously has plans to drg this matter out so that it costs me more in time and aggravation, than it would to pay for the bill.  As a large company, it is very typical to screw over the little guy while sucking up every penny that they can from them.As you can see, a majority of the letter was in response to a portion that I had no argument over, specifically my wish to cancel, well before the trip and get a refund.  I understood their policy, and I accepted it, even though I feel it is wrong.  Notice how they quickly glanced over the fact that they are passing the buck on to the insurance company?  What is so hard about doing what is right?  Even if they just covered the medical expenses, and didn't refund the trip, it would be a step in the right direction.  They have every intention to drag this on until I get fed up and give up.As for their bus.  It is amazing that their driver, and the owner who met us at the terminal, upon finally arriving home, all said that the bus was a fairly new bus.  Fairly new to me and my fellow passengers is well under a year old.  How does a bus get well over 150,000 miles if it is that new?  My fellow passengers, who sat in the rear of the bus, over the rear wheels constantly heard a grinding sound for most of the trip out to [redacted].  That doesn't sound like something that would be missed on a regularly scheduled maintenance check.Please just pay this minor little bill, and stop beating up on a little guy, who tried to do the right thing for your company.  Stop making me fight and deal with an insurance company that wants nothing more than to screw an anonymous customer.  That must be why you want me to deal with the insurance company, so they can screw me over, and you can claim to be innocent.
Regards,
[redacted]

This is our response to the abovementioned complaint filed with the Revdex.com, assigned ID Number [redacted]. Below, we have addressed this customer's complaints, in the order they appear in his Customer Experience information form.[redacted] expresses displeasure with not being able to...

cancel a trip he purchased for his parents, specifically not receiving a refund, and not being able to apply the cost of this trip to another tour, if he decided to cancel, The Trans-Bridge Tours, Inc. cancellation policy is clearly stated on the tickets, on the company's website and also in the Trans-Bridge Tours 2015 Vacation Guide (p. 50). Please see attached copy of this policy from the tour book.The Customer Cancellations & Refund Policy also appears on the back of [redacted]'s TransBridge Tours Ticket / Boarding pass, which reads: "Our Day Tours and Casino Day Trips: Bearer agrees that these tickets will not be refunded or exchanged in the event of the failure of a passenger to participate in the tour." (See attached.)When any given tour is sold out, and Trans-Bridge Tours has additional customers who are interested in attending the tour, the customer service associates will attempt to re-sell tickets of customers who have cancelled. That was not the situation in this case.This customer complains about the food at the restaurant stop, for this trip. The dinner was arranged at the Plain and Fancy Restaurant in [redacted]. This restaurant has a very good reputation and has been catering to our groups for many years. They serve the tables in family style. We are unaware of any issues with the food or service at the Plain and Fancy and also did not receive any other complaints or comments about the food, on this trip, nor on any other of our tours that have had dinner at this restaurant. Additionally, the driver, who ate with the group on this trip, also did not report a problem with the food or service.  We are aware of the efforts of several of the passengers, who were on the trip, who offered to assist the driver. We have watched the entire video of the event that occurred on this trip. The driver acted as professionally as possible under the circumstances. By the time the driver pulled the bus to the side of the road, and all passengers were evacuated, less than five minutes had elapsed. During that time, the driver was directing the passengers to safety, away from the bus, contacting 911 for fire and police assistance, contacting the office, making sure all passengers were off the bus, including the passenger with a disability.[redacted] did assist a passenger off the bus, by lifting her up and he did go onto the bus with two other gentlemen, to assist the woman with a disability from the bus (who walked up the aisle by herself), We also noted that he, on his own, got a fire extinguisher, to try to put out the engulfed rear wheel-well.The cause of the fire has yet to be determined by either the fire marshal, nor the insurance investigator. However, we disagree with [redacted]'s assumption that the cause of the fire was due to lack of lubrication. The sealed, factory packed, maintenance-free bearing is inspected every 100,000 miles and replaced every 500,000 miles. The bearing is not a maintenance item that can be lubricated, Since the coach had 172,000 miles on it at the time of the fire, the bearing was checked during our preventive maintenance inspections and found to be in working order,We have sent all claims pertaining to this trip to our insurance carrier, to handle, as we do for all insurance matters. We Investigated why [redacted] did not receive a check for his bill. It was explained to us that under [redacted] No-Fault laws, there is a procedure that must be followed, when making a claim. [redacted] was given the required forms, to fill out, but to date, he has not followed up with the insurance company. (See attached.)Due to the liability involved in insurance matters, Trans-Bridge Lines submits all incidents/claims to the insurance company, to be handled in a consistent manner, in accordance with the governing laws.It was regrettable that a fire started through no fault of Trans-Bridge Lines and in a matter of minutes, engulfed the entire bus. We are grateful that all of our passengers were not injured and arrived home safely. At this time, we are still evaluating this incident, to determine the cause and what might be done to prevent such an incident from occurring again.

November 30, 2017 [redacted] The Revdex.com 50 West North Street Bethlehem, PA  18018-5789 Re:  ID # [redacted] Dear [redacted], The following is our reply to the complaint submitted by [redacted], assigned ID # [redacted].  We have corresponded by email with this...

customer from October 22, 2017 through November 24, 2017.  Attached is the entire chain of emails during that time, for your review. The following information was also issued to [redacted] by email on Friday, November 24, 2017, in response to her last email on November 20, 2017. This email was sent after business hours, and was not read until the morning of November 21, 2017. Our Management Team including our Safety, Security, Communications and Transportation Managers have viewed video evidence from this incident, along with the Director of Operations and the Customer Service Representatives that have responded to her emails. After receiving [redacted]’s last email on November 20, I held them all accountable and personally viewed the video. Our Director of Operations and Safety Manager did speak directly with the driver in question after receiving [redacted]’s initial email on October 22, 2017, and again after reviewing video evidence, soon after. There are 8 cameras in and around every one of our buses which allows us to obtain the hard facts on all incidents that occur. After review of video evidence I, and my staff, found the following: ·         Upon arriving in Easton, the driver in question makes a professional announcement stating, “We are going to be full, so I’m asking all passengers to stow bags in the overhead compartment.” ·         Customers are seen stowing bags accordingly; however, one passenger can be seen sitting with a brown bag partially in the aisle. ·         The driver approaches the passenger to engage in a private conversation and politely asks her to place the brown bag in the overhead, as per company policy. The passenger, who is simultaneously holding another bag in her lap, does not remove the bag from the aisle. The driver offers to stow the second bag under the bus for her but the passenger remains uncooperative and engages in a conversation to challenge his request. ·         Passenger states “Show me the law or regulation requiring this.” ·         Driver replies, “I’m not going to show you, I’ll play our safety message. If you do not cooperate, you’ll have to get off the bus.” ·         Passenger, then, allows the driver to place the bag underneath the bus and the passenger removes the other bag from the aisle and places it in her lap. ·         The interaction ends and the driver returns to assist boarding passengers, and states, professionally, to all subsequent boarding passengers to stow their carry-ons per our policy and should they needed any assistance, he would help. Upon concluding this review, it was determined that the driver performed his job and adhered to company policy to the best of his ability despite the passenger displaying an unwillingness to cooperate. [redacted] states in her letter that the driver was aggressive in his tone and was very close to your face. Per the video evidence, the driver remained calm in demeanor and maintained a reasonable distance in order to engage in a private one-on-one conversation, out of courtesy to this passenger. The setting [redacted] describes didn’t exist. Our baggage policy is set in place for the safety and comfort of all passengers. By federal regulation, our aisles must offer 14” wide walkway, with no infringements. The brown bag protruded approximately 4” into the aisle, negating from the 14” mandate. All carry-on items must either fit in the overhead compartment or under the seat ahead without protruding into any egress on our buses. Furthermore, we cannot condone any passenger interfering with our driver’s ability to perform his or her job. Had this interaction continued, we would have needed to remove [redacted] from the bus for refusal to adhere to company policy, and for interfering with the operation of our service. Sincerely, Thomas *. J[redacted] President Trans-Bridge Lines, Inc.

September 8, 2016Dear [redacted],This is our response to the abovementioned complaint filed with the Revdex.com, assigned DD Number [redacted].The customer filing this complaint, [redacted], contacted our office by email, on Sunday, August 28, 2016 and we responded with the need for...

additional information on Wednesday, August 31, 2016. [redacted] followed-up with the additional information the same day, August 31, 2016 and we gave our final response on Friday, September 2, 2016. Our management office was closed for Labor Day on Monday, September 5, 2016 and we received the Revdex.com Complaint letter, from you, on Tuesday, September 6, 2016.Per this customer's complaint, regarding Saturday service from the [redacted] Casino Bethlehem to New York, [redacted] suggests we add an additional service to this route on Saturdays, ensuring each passenger a seat, during an overload situation. [redacted] also shows concern from a statement made by and employee of ours stating we do not care about our passengers.After our investigation regarding these matters, this coach indeed overloaded that evening, August 27, and departed the [redacted] Casino stop with six standees onboard (not 12, as [redacted] stated in her Complaint). Per Federal guidelines, we are allowed up to 19 standees onboard our coaches. The reason we had more passengers than usual on August 27 was due to a give-away promotion at the [redacted], which attracted more people to the casino. We did not know about this promotion until after the fact.This bus does not normally overload, which is true of most of our buses that service the [redacted], Per our investigation, in the last seven, consecutive Saturdays, the passenger count of this coach has been well below its seating capacity, with the exception of August 27. Therefore, it is not feasible for us to add another bus to this time frame in our schedule.Per our terms and conditions of a [redacted] Casino service: “Tickets are valid for 48 hours from time of purchase. Tickets are non-refundable. All schedules subject to change. Stops may be added to meet demand or overloads. All pickup and drop off times showm are approximate and are subject to delays based on traffic, weather, loading times and other circumstances beyond our control." We will not be providing a refund to [redacted], which she stated as her Desired Settlement,We also apologized for the negative impression and misinformation she received from our employee. Contrary to their interaction, we indeed care about our customers and sincerely strive to provide safe, reliable and comfortable service,We apologize for the inconvenience that this customer experienced. Sincerely,Sincerely,Thomas J.President

[[redacted]
 [redacted]
 
I am rejecting this response because: There's nothing to disagree with is simple MATH and you are steeling. No where on the ticket does it say that you will elevate the price of the ticket to make it more beneficial for you when the tickets are returned. I don't have a problem with paying the 5% transaction fee, I pay for the paper that its printed on if you want. My ONLY problem is that you are changing the value of the tickets. If you are going to change the value of tickets than change the value of ALL ! Making them all worth $28.50 in which case you will owe me $427.50...  I will not NOT return any tickets and be cheated in the process, and I bet a Judge will agree with the way I do math not the way you do. So I guess we will see.
20 bought at $310.75 is $15.53 each15 tickets remain so 15x $15.53 is $233.06 - 5% is  """ $221.40 """ the amount I should get.So why are you trying to steal $61.56 from me ?
Regards,
[redacted]

In her second complaint, she states that she was not told how many seats were available on the bus, whose scheduled departure time was just 5 minutes later than the bus she was onboard. She also states that the employees of Transbridge Lines that she spoke to on the phone about this trip, blamed the [redacted], for not telling us about promotion dates. With all due respect, these are moot points. Ultimately, this customer decided to remain onboard a bus, standing, rather than to follow the driver's instructions.As we stated in our first response, our driver made an announcement to those who were onboard Run #212, Standing that they could disembark this bus, to board the bus operating Run # 210, which is the 10:50 a.m. departure from the PABT. The driver did so, since the other bus had available seats.Whether the company representative she spoke to stated anything about the [redacted] promotion, or not, the fact remains that the second bus, which she refused to board, had seats available for passengers, when it departed the PABT.This Customer also states in her Second complaint that she did not see a wheelchair at the Second bus. We relayed that a disabled passenger who needed our driver's assistance in boarding that bus, resulted in Customers forming a line, which is the line she saw, when she looked out of the window of the bus that operated Run #212. Respectfully, it does not matter that she did not see a wheelchair. She refused to board Run # 210, ignoring the driver's announcement. It was her choice to stand for her trip to the Sands. Concerning her closing statement, welcoming the opportunity to speak to higher management, about this complaint, I work directly with the President and Executive Vice President of TransBridge Lines. I am fully authorized to reply to customer complaints. Our management team reviews every single complaint that the company receives. Furthermore, they participate in the investigation of such complaints and in the formulation and approval of all responses. This customer can be assured that her complaint was reviewed by the highest levels of Trans-Bridge Lines' management, and that this reply, like all Such replies, was approved by them. Since this passenger chose to remain onboard Run #212 on August 29, refusing the option of boarding Run # 210, where she would have been seated for her trip to the Sands, and since we provided her transportation to the Sands, she is not eligible for a complimentary ticket, or refund.Sincerely,Tania T[redacted]Executive Administrative ASSistant Trans-Bridge Lines, Inc.

July 24, 2014Dear [redacted],This is our response to the abovementioned complaint filed with the Revdex.com, assigned ID Number [redacted]. We are in receipt of [redacted]’s letter dated July 18, 2014. [redacted] is rejecting Trans-Bridge Tours, inc. response, due to what he states are "erroneous claims”.On April 7, 2014, [redacted] made his reservation for Trans-Bridge Tours, inc. One-Day Cape May Tour, scheduled to take place on August 24, 2014, [redacted] paid for his tour on April 9, 2014. During the reservation process, our employees advise each customer of Trans-Bridge Tours' payment and cancellation policy. Our employees also are instructed to offer travel insurance.We stand by our Customer Cancellations & Refund Policy that appears on the back of [redacted]'s Trans-Bridge Tours' Ticket / Boarding Pass that he has in his possession, which reads: "One Day Tours and Casing Day Trips: Bearer agrees that these tickets wifi not be refunded or exchanged in the event of the failure of a passenger to participate on the tour.” (See attached.)in his response, [redacted] states that, "I was instructed on two occasions that would not be allowed to cancel my trip in order to receive my refund as stated In their policy.” Even if [redacted] had cancelled his trip, he is not eligible for a refund, Hels attempting to apply Trans-Bridge Lines’ ticket cancellation policy to receive a refund from Trans-Bridge Tours. He cannot apply the ticket refund policy from one company to an entirely different company, as we fully explained in our first letter.Trans-Bridge Lines’ round trip regular route service ticket policy is, “refund of unused tickets returned before their expiration: valid, partially used, round-trip, or commuter tickets will be refunded.”[redacted] purchased tickets from Trans-Bridge Tours, and he should refer to the back of his tickets for TransBridge Tours' cancellation policy, Since the ticket refund policy for Trans-Bridge Tours’ tickets is clearly stated on the back of the ticket in [redacted]’s possession, and since this customer mistakenly attempts to apply ticket cancellation policies to ticketsthat are issued by two different companies and that, therefore, involve different refund policies, we will not provide the refund of $146.00 that he requests,Sincerely,Janet JGeneral Manager Trans-Bridge Tours, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  facts are wrong
Regards,
[redacted]
 So many untruths?:I am so glad Ms. Tishin is "authorized" to speak for higher management.  They did not believe I emailed several higher-ups.  I saved my email and can provide proof.  Speaking of her moot point in blaming Sands, they did; I did not.  That was biting the hand that consistently feeds them.
I, and my friend did follow driver's instruction at Gate 10 and all we were told was to go to back of line at Gate 8.  Nobody EVER mentioned a wheelchair.It is not about a comp and I have taken Transbridge to the Sands on several occasions since.  It is about them accepting responsibility and respecting passengers.I will just take them to Small Claims Court, as it is about principle; something which they apparently do not possess.Thank you. [redacted]

June 20, 2016Dear [redacted],This letter is in response to the complaint that was submitted to The Revdex.com on June 6, 2016 (assigned ID Number [redacted]), which we received on June 13, 2016. We apologize for the negative experience this customer had while using our service.When...

purchasing tickets for our Manhattan Pier service, our customers are provided with all of the information pertaining to this service. This information includes a flier (enclosed), which states that the bus departs the Manhattan Pier at 11:30 a.m., and then departs from the Port Authority at 12:00 p.m. The estimated arrival time at LVIP is also included in the schedule (enclosed), which is 2:10 p.m. We allow two hours travel time from the PABT in New York City to Bethlehem. With a normal 12:00 p.m. departure time from the PABT, this means the approximate arrivatine of this bus would be 2:00 p.m., even if the bus made no stops en route from the PABT.The Manhattan Pier bus service stops at the PABT and it is thereafter scheduled to operate as one of our normal runs, specifically Run # [redacted]. in some cases, this bus may be almost filled to capacity with passengers who are onboard for the purpose of using our pier service. In these cases, this bus will stop at the PABT to pick up other passengers only stopping at LVIP, or it may Stop at other stops, as needed, depending on customer demand. The purpose of this bus traveling to the PABT is to pick up passengers, who, of course, must then be transported to their respective stops.A stop in Clinton, New Jersey was necessary, even if there had been no standees onboard, since this bus had stopped in Clinton during the outbound trip, to pick up two passengers, who also needed to be dropped off at the Clinton stop for the return trip.Concerning [redacted]'s complaint that the bus returned late to our main LVIP location, the below paragraph is printed on our schedule (a copy of which is enclosed):"A Schedules subject to change: Stops may be added to meet demand or overloads. All pickup and drop off times shown are approximate and are subject to delays based on traffic, weather, loading times and other circumstances beyond our control."There also appears to be a misunderstanding about the bus's scheduled departure time at the Manhattan Cruise Terminal. A member of his party, [redacted], called our office, looking for the bus, as he expected the bus to leave at 9:00 a.m. (on May 8, 2016). Our customer service representative relayed that this bus was not scheduled to arrive until approximately 10:30 a.m., and it arrived at approximately 11:00 a.m., to pick up the 15 passengers.To address this customer's concern about the standees onboard this bus, while we prefer that all customers be seated while they are onboard our coaches, under Federal law, we are permitted up to 19 standees onboard our buses. Further, the bus is not required to be marked for standees, and the buses are indeed equipped with standee railings, located on both sides of the aisle, just below the luggage compartments. We operate our service in complete compliance with the laws that govern our industry.The passenger overload we experienced on this run on May 8 was unexpected. We are not able to predict with complete certainty, the number of passengers who will board our coaches at any given stop. Overloads on this run are rare. On this day, the overload occurred when passengers boarded at Newark Airport. The driver contacted dispatch about the standees on the bus, and at the next scheduled stop, which was in Clinton, we had the standees board another coach we had dispatched to this location, solely for this purpose.[redacted] also states that there was a faulty luggage door on this bus that the driver stated he reported prior to leaving Bethlehem for passenger pickup at the pier. We interviewed this driver, and he never made any such report, nor dc we have a record of such a report. This driver also conducted a pre-trip Safety inspection of this coach, as mandated by the DOT and found that the bus was prepared to operate the scheduled route. Additionally, rather than a faulty luggage door, the issue involved the alarm Sounding on the handicapped passenger door. The driver stopped the bus twice, to inspect this door and in an attempt to silence the alarm. Sometimes, events, like the alarm sounding on the handicapped passenger door, occur unexpectedly, because these types of minor issues cannot be detected in the safety inspection, but this alarm sounding in no way is a safety issue. In this case, the alarm sounded because of a faulty micro-Switch.In regard to the pregnant, diabetic woman who was part of [redacted]'s group, we apologize for her inconvenience. Our schedule clearly states and common sense dictates that any form of public transportation may experience delays because of heavy traffic, accidents, and bus breakdowns. We transport many passengers who have medical issues and disabilities and who are prepared for any such eventuality that may cause a delay in service, when they board our coaches. The bus arrived approximately 50 minutes later than scheduled. This should not have caused a hardship for any customer who boarded this bus, who was properly prepared for the trip.When this bus arrived at our LVIP location, all of the passengers in this group came into our ticket office. [redacted] and [redacted] were the most vocal in representing the group, and proceeded to yell at our office staff. [redacted] used profanity in expressing his displeasure, while yelling at our staff. Naturally, this behavior is inappropriate, upsetting to our staff and serves no purpose, other than to express extreme hostility to innocent persons who did their best to assist this group.In this angry face-to-face interaction with our staff, our supervisor on duty apologized for the mechanical issue (the sounding alarm previously detailed) and overload that occurred during their trip, stating, "apologize. This is not the norm for our service." She also explained that this bus operated as scheduled. in [redacted]'s complaint, it seems he misconstrues this apology as being for the entire return trip, which is not the case, since, again, this bus operated as scheduled.We regret that [redacted] believes that he was provided incorrect information about the operation of this run, in terms of the stops that this bus made after the passenger pickup at the Cruise terminal. As previously stated, this bus operated as intended and as scheduled. There may have been a misunderstanding, however, our staff receives extensive training and is well versed in how this run operates. It is almost unfathomable that [redacted] was given incorrect information from our staff about the operation of this run.In conclusion, we provided seamless service on the outbound portion of this round trip service. During the return trip, the coach was delayed by approximately 50 minutes, 20 minutes of which were due to the coach being stuck in heavy traffic as it departed the Lincoln Tunnel, a circumstance that is beyond our control. A six members in [redacted]'s party had seats onboard the coaches. This bus operated as scheduled. For these reasons, we will not provide a refund of $362.90 for the entire purchase amount of these six round trip tickets.Our original offer, made to [redacted], still stands, however. Even though we provided round trip transportation, as a gesture of good will, we will provide him a voucher in the amount of $159, valid toward future transportation with Trans-Bridge Lines.Sincerely,Thomas L.President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I am rejecting the response from Trans-Bridge Tours. First,
the company states that there is no record of cancelling the trip. Upon
entering the office of Trans-Bridge in [redacted], PA, I was instructed on two
occasions that I would not be allowed to cancel my trip in order to receive my
refund as stated in their policy. I was physically in the office on both 6/3
(approximately 4:45 pm) and 6/7 (approximately 10:00 am) in addition to calling
the company phone number located on the website on 5/31. I was never asked to
fill out any forms proving that I had been in the office. However, should the
company choose to check the security cameras, they will have proof that I
visited the office on both occasions.
The company states that the refund policy is “clearly stated
on page 50 of the Trans-Bridge Tours 2014
Vacation Guide”. Never was I provided this guide, nor the policy that the
company claims is stated within. I was not even made aware that this guide was
available. In addition, I didn’t even receive my tickets. I had to call the
company and request that they be sent to my house. I was told upon calling that
“the company sometimes forgets to mail the tickets with the receipt”.
Lastly, the company states that the customer service
associates would never be advised to tell customers to sell tickets online. I
was told by two different associates on both 6/3 and 6/7 (I don’t have names,
but an older woman and a younger woman) to sell my tickets online. On 6/7, the
associate told me “people frequently do so and it wouldn’t be an issue if I
sold mine online as well”.
To summarize, I am rejecting the company’s response due to
erroneous claims.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As I indicated before, I was not advised when my tickets were purchased about this convoluted refund policy.  As I also indicated,I was not even given any tickets until I requested them at a later date when I was told "they don't always remember to send them." I also find it very unprofessional to be told by their employees to sell my tickets on eBay. They were extremely nasty with poor customer service. I feel I should be refunded because of how I was not informed of their policies and the way I was treated.
Regards,
[redacted]

Dear [redacted] The following is our reply to the complaint submitted by [redacted], assigned ID # [redacted].  Please note, we received a [redacted] message from this Customer, also, on Tuesday, October 3, 2017 at 9:44 am and responded to this Customer by 4:55 pm, the same day, regarding...

the same matter. Mr. Rempala purchased a 20-trip commuter book from us on Tuesday, September 12, 2017. Upon using only 5 tickets from the 20-trip commuter book, this Customer requested a refund. Per our refund policy, which is listed on our website and also our schedules, “REFUND OF UNUSED TICKETS RETURNED BEFORE THEIR EXPIRATION: Unused commuter tickets result in losing the discount. Valid, partially used round trip or commuter tickets will be refunded by first subtracting the one-way fare value multiplied by the number of used tickets from the actual sales price of the original discounted sales amount. At times this will result in no refund of partially used commuter tickets. On commuter books there will be a 5% charge on the total remaining value of unused tickets.” Since Mr. Rempala used 5 of the 20-trip commuter tickets, we multiply that number (5) by a one-way full fare (as a result of losing the discount on those used tickets). The cost of one full-fare, one-way adult ticket is $28.50. $28.50 x 5 = $142.50. We, then, subtract that amount from the price he paid for the 20-trip commuter book which was $310.75, and charge an additional 5% for administrative fees and non-recoverable commission paid to the selling agent, thereafter. $310.75 - $142.50 = $168.25 $168.25 x .05 = $159.84 Our Commuter ticket books are sold at a heavily discounted price for those customers using our service daily.  Our refund policy is in place so individuals cannot take advantage of the commuter discount; therefore, [redacted] is not eligible for the refund he requests from us. [redacted] is eligible for a refund of $159.84 through Thursday, October 12, 2017 as the 20-trip commuter book expires 30 days from time of purchase. Thank you for your understanding,  Thomas J[redacted] President Trans-Bridge Lines, Inc.

Dear Revdex.com:  This is the first email I have received from you since I filed my complaint.  There was no interim email or phone call from you asking me if the matter has been resolved to my satisfaction before you closed the case.For your information, I received an email from the company that there was some big promotion going on at the casino that night and that is why there was a lot of people left standing on their bus. There was another evening when there was a disabled passenger who needed to the lift on their bus, but their lift did not work.  They went and got another bus within a half hour with a lift for that passenger and the rest of us got on that bus after he loaded. My point is they sent a second bus for that passenger, but the night that we were told that we either had to wait 4 hours for the next bus or stand 2 hours back to New York, they did not get a second bus for us!!!!!  No the matter was not resolved to my satisfaction because that bus company does not give a damn about New York passengers, only cares about Pennsylvania people. IMPORTANT:  Transbridge sent an email saying that they were allowed by Federal Law to have 19 people standing.  Well I am going to check the Federal law that says that or see if they made that up!!!!!.  [redacted].com

October 23, 2014Dear [redacted],We are writing in reference to the complaint assigned the abovementioned ID number. Upon receiving your letter, we conducted an investigation into this matter, which includes viewing the video and listening to the audio, generated by the security...

cameras onboard this bus.Our investigation provides an explanation of the driver’s reactions. This customer describes her introduction to this driver as being an, “outburst at a passenger in the front.” The driver indeed was upset, at that moment, by people who boarded the bus without giving him tickets. This circumstance, unfortunately, set the tone for the rest of the trip. Between [redacted] Airport and [redacted], NJ, the driver sternly called out to a passenger who was playing music, loud enough to be heard by him, and against company policy of playing music on the bus without using headphones: “Hey, turn off that music". As the bus neared [redacted], he made the inappropriate remarks to this customer and her friend, regarding [redacted] and the subject matter of their conversation. For the rest of the trip, there was no further interaction or comment from the driver.
Our drivers receive extensive training in the best practices of customer service. We sincerely regret the actions of this driver, which are in direct contrast to the training we have provided him, and also to our expectations. We expect our drivers to have a professional, polite and helpful demeanor, when interacting with our customers.
This bus is our 11:30 p.m. departure from the Port Authority Bus Terminal in New York City. Passengers are generally quiet on this schedule, since it is late in the evening and most prefer a quiet, relaxing ride, during that time of night. The surveillance video, which includes sound, onboard this bus also reveals that the continuous conversation between this customer and her friend was loud enough to be picked up by the microphone. Additionally, as she points out in found their conversation distracting.
Our investigation also shows that the driver did not play our standard cd announcement, which explains to passengers the proper behavior to display while onboard our motorcoaches and, among other things, instructs passengers to speak in low tones. Had he done so, perhaps the conversation between these two customers and others onboard this bus would have been conducted in lower tones, or curtailed.
We ask our customers to converse in low tones while onboard our buses so that their conversations are not disruptive to the driver, who must be able to focus on the safe operation of the motorcoach. We also ask that our passengers speak in low tones, so that their conversations are not disruptive to their fellow passengers.
In this case, when this driver found that the conversation on the bus was distracting him, rather than speaking in a gruff tone, he should have politely made an announcement, using his radio, to ask those speaking to keep their conversations in low tones.We will speak to this driver about his behavior during this particular trip and will handle this matter with him, internally.Concerning the customer's desired outcome, specifically her request for two complimentary round trip tickets, since we transported her and her friend to their ultimate destination, we are not able to provide these complimentary tickets.Sincerely,Kirby PSenior Vice President

This is our response to the abovementioned complaint filed with the Revdex.com, assigned ID Number [redacted]. Below, we have addressed this customer's complaints, in the order they appear in his Customer Experience information form.[redacted] expresses displeasure with not being able...

to cancel a trip he purchased for his parents, specifically not receiving a refund, and not being able to apply the cost of this trip to another tour, if he decided to cancel, The Trans-Bridge Tours, Inc. cancellation policy is clearly stated on the tickets, on the company's website and also in the Trans-Bridge Tours 2015 Vacation Guide (p. 50). Please see attached copy of this policy from the tour book.The Customer Cancellations & Refund Policy also appears on the back of [redacted]'s TransBridge Tours Ticket / Boarding pass, which reads: "Our Day Tours and Casino Day Trips: Bearer agrees that these tickets will not be refunded or exchanged in the event of the failure of a passenger to participate in the tour." (See attached.)When any given tour is sold out, and Trans-Bridge Tours has additional customers who are interested in attending the tour, the customer service associates will attempt to re-sell tickets of customers who have cancelled. That was not the situation in this case.This customer complains about the food at the restaurant stop, for this trip. The dinner was arranged at the Plain and Fancy Restaurant in [redacted]. This restaurant has a very good reputation and has been catering to our groups for many years. They serve the tables in family style. We are unaware of any issues with the food or service at the Plain and Fancy and also did not receive any other complaints or comments about the food, on this trip, nor on any other of our tours that have had dinner at this restaurant. Additionally, the driver, who ate with the group on this trip, also did not report a problem with the food or service.  We are aware of the efforts of several of the passengers, who were on the trip, who offered to assist the driver. We have watched the entire video of the event that occurred on this trip. The driver acted as professionally as possible under the circumstances. By the time the driver pulled the bus to the side of the road, and all passengers were evacuated, less than five minutes had elapsed. During that time, the driver was directing the passengers to safety, away from the bus, contacting 911 for fire and police assistance, contacting the office, making sure all passengers were off the bus, including the passenger with a disability.[redacted] did assist a passenger off the bus, by lifting her up and he did go onto the bus with two other gentlemen, to assist the woman with a disability from the bus (who walked up the aisle by herself), We also noted that he, on his own, got a fire extinguisher, to try to put out the engulfed rear wheel-well.The cause of the fire has yet to be determined by either the fire marshal, nor the insurance investigator. However, we disagree with [redacted]'s assumption that the cause of the fire was due to lack of lubrication. The sealed, factory packed, maintenance-free bearing is inspected every 100,000 miles and replaced every 500,000 miles. The bearing is not a maintenance item that can be lubricated, Since the coach had 172,000 miles on it at the time of the fire, the bearing was checked during our preventive maintenance inspections and found to be in working order,We have sent all claims pertaining to this trip to our insurance carrier, to handle, as we do for all insurance matters. We Investigated why [redacted] did not receive a check for his bill. It was explained to us that under [redacted] No-Fault laws, there is a procedure that must be followed, when making a claim. [redacted] was given the required forms, to fill out, but to date, he has not followed up with the insurance company. (See attached.)Due to the liability involved in insurance matters, Trans-Bridge Lines submits all incidents/claims to the insurance company, to be handled in a consistent manner, in accordance with the governing laws.It was regrettable that a fire started through no fault of Trans-Bridge Lines and in a matter of minutes, engulfed the entire bus. We are grateful that all of our passengers were not injured and arrived home safely. At this time, we are still evaluating this incident, to determine the cause and what might be done to prevent such an incident from occurring again.

Dear [redacted], The following is our reply to the complaint submitted by [redacted], assigned ID # [redacted].  I would like to preempt this response and say Trans-Bridge Lines has only heard from this Customer on one occasion, not twice like stated in the original submitted complaint....

We at Trans-Bridge Lines pride ourselves on integrity and providing exceptional customer service; we address every single concern and request, regardless the outcome. On Friday, July 28, 2017 the Supervisor, who handles our refund requests, received an improperly sealed envelope via USPS from the Customer named above; the envelope was thoroughly inspected due to the condition in which it was received. The improperly sealed envelope contained only a letter from this Customer requesting a refund for tickets, no tickets. The flap was tucked inside the envelope, leaving it, technically, unsealed. USPS postmarked the envelope with the envelope flap inside, and the adhesive thinly cured to the letter itself. The Supervisor emailed this Customer, the same day, on July 28, 2017 to let the Customer know of the issue with his request and the contents of the envelope. She advised him he would not receive a refund. The Customer responded same day pleading for a better outcome, and our Supervisor stated she would speak to Upper Management on Monday August 1, 2017, since it was after 4:00 pm on Friday, July 28, 2017, and our management office closes at 5:00 pm. On Monday, August 1, 2017 the Supervisor reviewed the issue with her General Manager, who agreed the envelope was improperly sealed, and since there were no tickets, there was no refund due. The Supervisor followed-up with this Customer, as assured. The following day, August 2, 2017 we issued a formal letter by email to this Customer, including the attached images of how we received the envelope. We also mailed the same letter to him, via USPS, with his original envelope to view first-hand. We advised him to follow-up with the Post Office where he mailed the envelope from; since the envelope wasn’t properly sealed the tickets possibly fell out of the envelope or, in the unfortunately event, were stolen. Per our policy, Trans-Bridge Lines, Inc. is not responsible for lost or stolen tickets. Since the envelope contained no tickets at time of receipt, no refund was due to the Customer. Please see the attached images of the improperly sealed envelope. Sincerely, Thomas ** J[redacted] President, Trans-Bridge Lines, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:the the envelope was 100% sealed and the tickets were wrapped inside my letter. Someone would have had to go through a ton to steal these tickets, which have 0 value to them.additionally, the company did not address what happened the previous month when I sent leftover tickets and they never got back to me on it the company is clearly attempting to abdicate their responsibilities here and other commuters have expressed to me the same has happened to them  this seems systemic and is a massive shame 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The aforementioned music did not generate from me nor my friend, but the two other passengers in the front seats on the right. After he so rudely silence us, the driver then conversed with those two passengers loud enough for us to hear- about the passenger's 13 year old, the driver's thoughts on his church and his wife. I don't mind the conversations, but it shows just how unsafe and distracted the bus driver is. I don't know if the cameras are on the outside of the bus, but as a result of his distraction, caused by himself engaging the other passengers in conversation, the driver drove up onto a curb.Yes, the bus ultimately got us to our destination, but at the cost of my friend and myself being insulted, and made to feel personally attacked and unsafe. This is a serious issue beyond just getting from point A to point B. When a business provides a service such as this, it is an expectation of a level of professionalism, which was completely absent.
Regards,
[redacted]

Dear [redacted] The following is our reply to the rejection submitted by [redacted], assigned ID # [redacted]   We regret this Customer disagrees with our refund policy. It is stated on the back of our tickets that service fees will apply to returned tickets prior to expiration, and is also stated, as said in our previous reply, on our website and our printed schedules. Our Commuter Books are sold as single books in 4 different increments (10, 20, 30 and 40 trips), and expire within 30 days from time of purchase. These books are sold at an extreme discount for our Commuters and must be used wholly, never in part. If our passengers routinely purchase our Commuter Books with the intention to use less in order to take advantage of the discount, our Commuter Book program would serve no purpose. Again, for an example, if one of our Customers were to purchase a 40-ticket commuter book and only use 10 and try to obtain a refund, we would process the refund in in the same manor. Our 40-ticket commuter book costs $531.00 therefore each ticket is $13.27 instead of $28.50 per ticket. These commuter tickets are sold at a highly discounted price, as explained previously,  to be used in entirety by the purchaser within the thirty day period. If we refunded the discounted ticket price paid (in this example $13.27) on all unused tickets, the purchaser will have received the benefit of the highly discounted fare for nothing more than traveling on one-way trips to and from NYC, which should be a full-priced fare. We are not “getting creative,” we have policies in place to ensure our discounted commuter programs are being used correctly, and not being taken advantage of. This policy is in place and adhered to, industry wide. Trans-Bridge Lines, Inc. does not recoup from many of the applied service fees which include: commission to selling agent(s); credit card processing fees; loss of inventory; ink etc All of our Commuters are aware of our policy upon purchasing our Commuter Books, including this Customer. We make no exceptions on this policy, so our Commuter program does not get taken advantage of. This Customer is not due the refund he is seeking, per our refund policy. Again, if this Customer is interested in receiving his refund of $159.84 he will need to send in the remaining tickets, or come into our main LVIP location with the remaining tickets, by Thursday, October 12, 2017 as, if his purchase date is correct, his book is set to expire October 12, 2017. We cannot reiterate enough that if this Customer does not submit his tickets by October 12, 2017 he will not receive any refund; we will not make any exceptions. Thank you for your understanding, Thomas G. J[redacted]PresidentTrans-Bridge Lines, Inc.

July 8, 2014
Dear [redacted],This is our response to the abovementioned complaint filed with the Revdex.com, assigned ID Number [redacted]. Upon receiving this complaint yesterday morning, we immediately investigated the issues that this customer, [redacted],...

includes in his complaint. The following are our findings.[redacted] reserved and paid for the Trans-Bridge Tours, inc. one-day Cape May Tour, scheduled to take piace on August 24, 2014. We have identified the customer service associate who made this reservation and processed these tickets, on April 9, 2014. Our employees are instructed to offer travel insurance.We have no record of [redacted] cancelling this trip. if he had cancelled his trip, his reservation would be so noted. Furthermore, we have no record that he was in the ticket office, located at [redacted] in [redacted], questioning the ticket refund policies or asking to speak with a supervisor.Please note that Trans-Bridge lines, Inc. and Trans-Bridge Tours, Inc. are two separate companies, which are affiliated, Rather than the ticket refund policies for these two companies being deceptive, as Mr. Misier maintains, [redacted] is attempting to apply a ticket refund policy that pertains only to Trans-Bridge Lines, Inc.In his complaint, [redacted] mistakenly applies rules that pertain to Trans-Bridge lines' round trip regular route service tickets, to a Trans-Bridge Tours' one-day Tour, when he quotes: "refund of unused tickets returned before their expiration: valid, partially used, round-trip, or commuter tickets will be refunded.” Again, this quoted policy does not pertain to any Trans-Bridge Tours' trip, and as such, this posicy only appears on the Trans-Bridge Lines regular route schedules, and on the back of Trans-Bridge Lines' bus tickets.The Customer Cancellation & Refund Policy that appears on the back of the Trans-Bridge Tours' Ticker / Boarding Pass in [redacted]'s possession reads: “One Day Tours and Casino Day Trips: Bearer agrees that these tickets will not be refunded or exchanged in the event of the failure of a passenger to participate on the tour.” (See attached.} - - -When [redacted] quotes: "for all tours and casino trips, refunds will be returned to the same form of payment initially made", he is quoting from the Cancellation of Tour By Trans-Bridge Tours refund policy that is included on the back of the Trans-Bridge Tours’ ticket/boarding pass. However, this refund poilcy only pertains to tours that are cancelled by Trans-Bridge Tours, inc. and does not apply to tours that customers decide to cancel, which is Stated on the back of the ticket. - - -The no refund policy of Trans-Bridge Tours is also clearly stated on page 50 of the Trans-Bridge Tours 2014 Vacation Guide. Please see attached copy of this policy from the tour book.Concerning this customer's claim that one of the customer'service associates from Trans-Bridge Tours toid him to sell his tickets online, as an acceptable means of disposing of histickets, our associates are Ot trained to provide this type of advice. None of our associates would make this type of suggestion to any of our customers. We suggest that if customers are unable to travel and did not purchase travel insurance, they have the option to resel; their tour to a friend or relative.Since the ticket refund policy for Trans-Bridge Tours’ tickets is ciearly stated on the back of the ticket in [redacted]’s possession, and since this customer mistakenly attempts to apply ticket cance#ation policies to tickets that are issued by two different companies and that, therefore, involve different refund policies, we will not provide the refund of $146.00 that he requests.Sincerely,Janet J
General Manager Trans-Bridge Tours, Inc.

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Description: Transportation Services, Buses - Charter & Rental

Address: 2012 Industrial Dr, Bethlehem, Pennsylvania, United States, 18017-2134

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