Trolley Tours, Inc.

Review: I hired Trolley, Inc. to provide transportation to and from an organized group trip to [redacted] in New Haven, CT. I paid $4500 for 3 charter bus rentals. Our scheduled departure time was 2:00 am. a 3 hour ride back to New Jersey. One bus broke down, due to a broken air compressor. I immediately called the emergency hotline to report. I was told that a "mechanic" was being contacted and would be dispatched to work on the bus. 1 and 1/2 hour later, the bus, and its 55 elderly passengers remained stranded. I called the owner, [redacted] again to inquire about the status of the repairs and was told another bus would be sent to pick-up the 55 passengers. When I returned to New Jersey at 5:30 am, I was informed by my bus driver that he was contacted and told to RETURN to CT. to pick up the passengers from the broken down bus. My guest did not return home until 10:00 am. I contacted [redacted] and expressed by displeasure; concerned about the elderly passengers who required medicine and were anxious about the chances of the bus breaking down again. How can a bus company not be aware of faulty equipment, how can a bus company not have a solid and timely alternative plan in place in the event that an emergeny arises? We were charged an additional $125 hotel rental fee because we were told that according to DOT the bus driver was not allowed to drive that many hours...but he was sent back to Ct. to pick up the passengers at this hour after a long trip. When I spoke to [redacted] on Monday, 11/4 about his company's poor customer service, failure to provide superior service, and overall lack of compassion; I inquired about possible compensation or a credit. He rudely and unprofessional devalued my claim and told me about HIS expenses (i.e. the additional fuel required to send another bus)as if that was my fault. Our patrons demanded refunds from us because of the inconvenience this caused them. The end of our conversation ended with THE OWNER cursing at me (the customer who paid $4500)and hanging the phone up on me!Desired Settlement: Equal or partial compensation for time, inconvenience, damage reputation of my groups names and services (i.e. bus ride to casino), anxiety experienced by all, waiting and being lied to about the intended solution. $1500 was paid for (1) bus. Initially I was calling to negotiate a possible credit or discount towards a future bus trip - however I would never use this company again and will make sure ALL know not to use TROLLY, INC. THEY ARE UNPROFESSIONAL, RUDE, AND DO NOT MAINTAIN THEIR BUSSES.

Business

Response:

November 12, 2013

Regard to: 9790225

I am in remit" of your letter and copy of the complaint filed.

Unfortunately, one of the buses did have a mechanical problem and I was directly involved in trying to resolve the issue by immediately reaching out to a number (of Bus Companies and Emergency Road Service Companies in the area, in order to minimize any inconvenience to the passengers on the bus. The incident occurred at about 2:00 am in the morning when it was very difficult to contact anyone. Trolley Tours Inc has been operating for about 24 years and I have been in the transportation business for 40 years. We have established over the years an outstanding reputation for reliability and great service. I can understand the frustration when an incident like this occurs and my personal cell phone it on my after hours phone service so that in a situation like this I can respond immediately, which I did.

The complainant chose to distort the facts in this matter in that the malfunction of the bus could not be anticipated and the bus did not have any issues enroute from Neptune, NJ to [redacted]. In addition contrary to the allegation that We do not have a contingency plan for such events, we are very prepared and in fact acted very quickly to this situation. I explained the situation to the complainant and kept him informed numerous times during this situation by cell phone. The complainant chose to ignore the legal Terms and Conditions of the attached contract that state specifically “This Company shall not be liable for items left on the vehicle or loss of time due to mechanical failure or inclement weather” etc. “deposit will confirm your reservation and acknowledgement acceptance of this agreement”

We safely transported all the passengers after sending a replacement bus to pick them up from the rest stop on Route 95 Darien Ct. The allegations that I was rude and cursed at him is totally false. He was understandably upset and made all kinds of demands for which I offered to discus with him the next day or so and not under the heat of his anger, which I did and tried to explain that under very difficult circumstances we did complete our agreement under the terms of the contract.

Review: A trolley was booked and paid for in cash for $1072.50 with an itinerary of pick up and drop off times. On the date of the event Sept 20, 2013 a charter bus arrived and not a trolley. I contact the company immediately and spoke with the owner [redacted] , with no time to dispute what was originally booked and not having the contract in my hands, I asked what needed to be done to get the Trolley...he stated a credit card, because the Trolley costs more than the bus. I agreed thinking I would be charged the difference. Instead I found out I was charged an additional $1650 The full price of the trolley. The bus drove the bridal party to the church with the agreement that the Trolley would be at the church to complete the rest of the itinerary for the evening. The trolley arrived at the church, and drove the bridal party as agreed to the beach for pictures, and then to the reception. After dropping off the bridal party the trolley was suppose to go to 3 additional stops, instead they made one pick up. Leaving the remaining 2 pick up stranded with no ride to the reception. At the end of the evening there was no Trolley, instead the bus was there...it was agreed in the contract that the trolley would make 2 scheduled pick up from the reception to drop the guests off, well after the first pick up they never returned for the second pick up. Again, this breached the contract and left guest along with the bridge and groom stranded at 11pm with no ride. I tried to resolve this matter with the owner [redacted], however he was unwillingly to come to a fair resolution and in fact threatened me with a law suit if I filed a complaint. At no time did we book a bus nor did we want a bus. We were forced to use the bus, when there was no trolley.Desired Settlement: Even though Trolley Inc did not provide the service as contractually agreed upon, they did provide "some" service. We originally booked a Trolley but received a bus, [redacted] sent out a Trolley but then the Trolley left , so we were provided with a mix match of service, when all we booked was ONE TROLLEY. It is unreasonable that we paid $1072.50 PLUS $1650.00... I am willing to pay the extra cost for the Trolley and should be refunded $1072.50 for the bus. At the time [redacted] took my credit card he should have only charged me the additional cost for the Trolley $577.50 ( 1650-1072.50 previously paid) It is very confusing, because after the trolley provided an hour and half of service, it left...no one knew the trolley was leaving...the next thing we knew the bus had returned. Under the contract , there was an agreement of services, which were not provided, not by the trolley or the bus...there should be some type of restitution.

Business

Response:

RESPONSE T O ALLE GA T I ONS B Y [redacted]

1. SEE ATTACHED EXHIBIT’S 1 T0 #11 AND EXHIBIT #12 PAGES 1 TO

18. INCLUDES COPY OF TEXT MESSAGES EXCHANGED BETWEEN [redacted] AND [redacted]ALD [redacted].

2. EXHIBIT 1 IS A COPY OF THE RESPONSE BY [redacted]

PROVIDED TO CHASE BANK STATING THAT THE TROLLEY REPLICA VEHICLE WASCHARTERED FOR 4 HOURS AND ONLY PROVIDED 1 AND HALF HOURS AND THAT SPECIFIC STOPS WHERE TO BE MADE TO PICKUP GUESTS IN ADDITION TO

TRAN SPORTING THE WEDDING PARTY. SEE EXIT #12 PAGE 4 AND PAGE 5 WHICH IS COPY OF THE ORIGINAL CONTRACT (ORDERED BY [redacted] FOR THE 56 PAX /TOTAL CAPACITY 56 (MEANS 56 CAPACITY OF PASSENGERS) PROVIDING THE GUEST TRANSFERS. SEE EXIBIT #12 PAGE 5; PAGE 6; PAGE 7 WHICH IS THE REVISED CONTRACT CREATED ON 9/20/2013 AFTER [redacted] BOOKED AND PAID BY CREDIT CARD FOR THE ADDITIONAL TROLLEY REPLICA VEHICLE. AS YOU CAN SEE THE ADDITION OF THE TROLLEY REPLICA WAS AMENDED TO THE ORIGINAL CONTRACT. THE GUESTS WHERE TRAN SFERRED BY 56 PAX BUS AND THE WEDDING PARTY WAS TRANSPORTED BY THE TROLLEY REPLICA VEHICLEQTHE 56 PAX BUS COMPLETED THE ENTIRE SCHEDULE AS STATED IN THE CONTRACT AND THE TROLLEY REPLICA VEHICLE COMPLETED THE ENTIRE TRANSPORT OF THE WEDDING PARTY AS PER THE CONTRACT. THE MAXIMUM ALLOWABLE FOR THE TROLLEY REPLICA IS UP TO 4 HOURS FROM THE TIME OF ARRIVAL TO THE TIME OF DROPPED OFF AT THE RECEPTION. BY [redacted]’S OWN STATEMENT AND ADMISSION IT WAS BOOKED FOR UP TO 4 HOURS. THE RETURN OF THE GUESTS AND THE WEDDING PARTY WAS DONE BY THE 56 PAX BUS. THAT WAS MADE CLEAR WITH [redacted] WHEN I ([redacted]ALD [redacted]) BOOKED THE ADDITION OF THE TROLLEY REPLICA ON 9-20-2013.

[redacted] IS NOT GIVING YOU THE ENTIRE STORY. FURTHERMORE SHE HAS NO DIRECT KNOWLEDGE OF WHAT WAS SAID OR AGREED UPON SINCE HER DAUGHTER [redacted] WAS THE ONLY ONE‘INVOLVED IN THE INIITIAL BOOKING OF THE 56 PAX BUS.

THE TROLLEY REPLICA VEHICLE ADDITION WAS CONTRACTED DIRECTLY WITH MYSELF ([redacted]) ON 9-20-2013.

I CLEARLY STATED THAT THE TROLLEY REPLICA VEHICLE WOULD BE AN ADDITIONAL $1650.00. AND THE BUS WOULD TRANSPORT THE GUESTS FOR THE REMAINING TIME _ INCLUDING DOING THE RETURNS AFTER THE RECEPTION AND THIS WAS DONE.

CONTRARY TO THE ALLEGATIONS OF NON PERFORMANCE OF THE CONTRACT AND OTHER FALSE STATEMENTS, TROLLEY, INC. HAS FULLY COMPLIED WITH THE TERMS AND CONDITIONS OF THE CONTRACTS ENTERED INTO BETWEEN [redacted] AND [redacted]. THE ONLY TESTIMONY AND STATEMENTS PROVIDED ARE FROM [redacted] WHO WAS NOT INVOLVED IN THE INITIAL CONTRACT. THIS IS A PERSON WHO COMIMITTED A F RAUDULENT ACT BY KN OWINGLY ENTERING INTO AN AGREEMENT THAT SHE NEW SHE WOULD CANCEL THROUGH CHASE BANK AND WOULD DO ANTHING TO GET ATROLLEY REPLICA VEHICLE FROM TROLLEY INC.

THERE ARE LEGAL REMEDIES FOR ANY CONTRACT DISPUTES IN THE COURTS OF NEW JERSEY THAT [redacted] COULD HAVE TAKEN, BUT SHE HAS CHOSEN TO GET CHASE BANK INVOLVED IN A LEGAL DISPUTE NOT A PERFORMANCE OR MISREPRESENTATION ISSUE. I RESPECTFULLY REQUEST THAT CHASE BANK HONOR THE CREDIT CARD CHARGE TRANSACTION THAT [redacted] WILLINGLY ENTERED INTO WITH TROLLEY INC. SHE PROVIDED ALL OF THE INFORMATION FOR THIS TRANSACTION WILLINGLY.

Consumer

Response:

I am rejecting this response because:

I am not hiding anything and have represented the true facts. The second set of documents attached by Trolley Inc, I have never seen. I never signed a credit card authorization form, nor was I ever told by trolley inc that I would be receiving both vehicles. I clearly stated that we only need one vehicle ...the TROLLEY not a bus. Mr [redacted] contends that I have no rights because the initial contract agreement was between himself and my daughter...it is unreasonable to think that my daughter ( the bride) on her wedding day would be the person to make the phone calls to correct the mistake when the w[redacted]g vehicle showed up on her wedding day. He also knows that she paid in full in cash, our only recourse was to file a complaint with my credit card company ( Chase). You can see from the email communications that Mr [redacted] attached, I contacted them to try to resolve this matter in a reasonable manner. I was not looking to not pay for the services they provided. But a fair amount not more than double. Especially since had they sent the correct vehicle in the fist place this wouldn't have happened. However, we didn't want or need 2 vehicles. I told Mr [redacted] several times she didn't order a bus and doesn't want a bus. Further more, the second part of my complaint was that neither vehicle the trolley or the bus followed the itinerary. They missed two stops, leaving the grooms family stranded , they had to find their own transportation at the last minute to the reception. Causing them to be late to the reception. At the end of the night, the trolley was gone and the bus was back... there were suppose to be 2 pickups from the reception (as soon on the exhibits provided by Mr [redacted]), and there was only 1. The bride, the groom and the bridal party including myself, were left stranded at the reception hall and had to walk back to our house.

My compliant is legitimate. At the time I asked Mr [redacted] to send a trolley meet us at the church, he did inform me that the trolley cost more than the bus. I did give him my credit card information over the phone, my assumption was that, he was charging me the additional cost for the trolley. If the trolley cost $1650 and my daughter already paid in cash $1072 the amount to be charged to my credit card should have been $578. At no time during our phone conversation was it mentioned that the trolley is booked for 4 hours. That came out later during email communications with his associate Sha[redacted]. She is the one that told me that the trolley is contracted for 4 hours..and that's when I said , well we didn't get that either. We only had trolley service for and hour and half.

I am in no way misrepresenting the series of events. You can clearly read in all the email communications my daughter booked a trolley She had noway of knowing that 56pax meant she was receiving a bus. She clearly mentions several times the trolley.

Please let me know if there is further information I can provide.

Mr [redacted] knows that my daughter booked a Trolley, a mistake was made and a bus was sent out. Instead of trying to remedy the situation, he charged additional for a second vehicle that was not needed.

Business

Response:

I am in receipt of your letter of January 13, 2014 and the response from [redacted], the mother of the bride. > 1 .

The first time that I spoke to her was on the day of the Wedding. To the best of my knowledge she has not spoken to anyone in my office prior to the Wedding day for any reason whatsoever. How can she attest to anything being factual in this matter prior to that day? She was not involved in any negotiating or booking of the original contract. She is not a witness to any facts in this matter except for the cOnversation on the day of the Wedding. On the one hand she says that they did not need 2 vehicles for this Wedding event; however she acknowledges that the Trolley Replica Vehicle she booked on the Wedding day was for 4 hours. Yet she complains that she did not need 2 vehicles and in fact left certain people behind after the reception.

If the Trolley Replica was booked for 4 hours, (which I will agree is factual) then what vehicle would have been there to pickup guests etc after the Wedding Reception except for the 56 passenger bus which was there. -

She makes all these statements of what is reasonable or not but the facts speak for themselves. “[redacted] HAS HAD NO KNOWLEDGE BEFORE OR ON THE DAY OF THE WEDDING AS TO WHAT IS THE TRUTH OF THE MATTER, EXCEPT WHAT SHE WAS TOLD BY HER DAUGHTER. I HAVE NOT SEEN ANY STATEMENT OR RESPONSE FROM HER DAUGHTER IN ANY OF THESE ALLEGAGTIONS FROM THE WEDDING DAY TO THIS DAY SUPPORTING ANY OF [redacted] ACCUSATIONS”

HOW CAN ANYONE BELIEVE OR SAY THAT THESE STATEMENTS ARE TRUTHFUL AND ACCURATE.