US Coachways, Inc.

I have reviewed the consumers complaint and US Coachways has offered the client a $500.00 refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  One of the checks sent to US Coachways was never cashed by them.  When we removed that amount from the amount owed, our figures match the refund offered by US Coachways.
We will await payment in the amount of $10, 540.85, which US Coachways advises will be sent "next week".  If we do not receive payment by close of business on Friday September **, 2014, we will notify Revdex.com.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My biggest complaint is that the business did not address their failure to notify me about the cancellation.  I just happened to discover the cancellation when calling to verify the pickup time.  I can't say I would have been happy, but I at least would have been content with a simple apology in their response.  However, since they failed to even apologize for not notifying me, we can continue this back and forth.While they refer to the contract agreement in their rebuttal, the agreement also indicates that they would look for an alternate vehicle, and have the right to lease equipment to fulfill the contract.  To my knowledge, neither of these were attempted.  Their limited liability in the agreement is only valid if it cancellation was due to circumstances outside their control, AND they were unable to secure alternate transportation.  It does not limit their liability simply because they didn't try finding alternate transportation to fulfill the contract.    The cover letter included with the agreement also indicates that "We insure that our customers are provided with a well knowledgeable staff and most reliable transportation that is state of the art."  If that's true, and they didn't simply cancel for being overbooked (something that IS within their control and again, not subject to the limited liability), and they have such reliable transportation, how did they not have time to repair the mechanical issue?  They certainly had time. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

why was our needs rejected? we tried to talk with supervisors but were refused. If we had been allowed maybe this would not have come to a Revdex.com complaint.  As you subcontract on a regular basis and did for our trip why wasn't this option even considered? We still feel we deserve a refund. You would think our losing over $900 on what was supposed to be a fun trip. We tried and tried and tried to no avail.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
Per the response from US Coachways we provided a detailed itinerary to them. Attached is an email entitled EMAILQUOTE that was sent to Donna N[redacted] to setup the itinerary that details out that we wanted to leave the park at 7:30 or 8:00pm on May [redacted].  US Coachways entered the itinerary & notes that we need to be there all day and leave in the evening, why would they incorrectly enter the time?  We approved the itinerary because it has the verbiage “We will need transportation to a local high school for a choir competition and then dropped off at Cedar Point for the day” in the notes section. How is that our “itinerary error”.  Also attached is a video and a screenshot that shows the above verbiage in the notes section of the tool that US Coachways uses to quote and plan itinerary. I also attached a video called “Cannot edit itin” to show you that as the consumer, we cannot edit the itinerary at any point of the process.   We are fair people.  US Coachways made the mistake with the itinerary, but we are not complaining about having to pay for the “additional hours” for the bus driver on the day of May [redacted].  But US Coachways needs to own up to their mistake in the itinerary entry.  
 See this link for the videos I mentioned above [redacted] 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I don't know how many different ways to say this!  I was told US Coachways would try to get some of the expenses for non refundable tickets paid for by their affiliate.  Has US Coachways tried to accomplish that???  I would also like to know the name of the affiliate they had booked for this trip so I can contact the attorney general if I need too. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have reviewed the consumers complaint; and kindly ask that the Revdex.com administratively close this complaint based on the following....At no point in time has the consumer been on board this vehicle.Consumer has been verbally abusive to all staff that she has been dealing with here at...

USCAll complaints listed have been resolved with as this trip is still on going. ?

US Coachways will be issuing a refund of $695.00 to the consumer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The consumers complaint with US Coachways dispatch complained about (2) vehicles being late approximately 30 minutes; this was charter number [redacted] and [redacted].  Per our [redacted] ([redacted]) who took the call from the consumer all vehicles were utilized and on time. ...

When I spoke to the client he mentioned two vehicles were 30 minutes late (Charter #[redacted] )  and one vehicle was late from Charter #[redacted]. [redacted] checked and confirmed and all vehicles were on time. In addition, Charter #[redacted] all overtime was waived.  The client never mentioned a $30 overcharge.  Client mentioned all went well with theother charters.   All in good faith the consumer was offered the client a $200 refund plus a $200 credit for a future new booking.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  However, I do have to add that I found out on Saturday that my trip for Sunday had been cancelled.  The [redacted] would not have been in to notify me of the cancellation until Monday--after the trip was scheduled to take place.  Please review your policies so that future clients are notified immediately about cancellations.
Sincerely, [redacted]

US Coachways has reviewed the consumers complaint.
 
Without any knowledge or consent of US Coachways the consumer had applied a vehicle wrap to our vehicle resulting in exterior damage to our vehicle after the wrap had been removed. In addition the consumer utilized the vehicle...

in excess of the contractual time they had been quoted on thus resulting in overtime as per the provisions of the agreement in which the consumer entered and agreed upon. 
US Coachways has not other consumer information other then what has been provided. The charges remain valid; therefore we decline any request for refund.

US Coachways is in the transportation industry. Vehicles can breakdown at any
given time and we cannot have a "Back Up" plan for every charter we
book as this is a unrealistic in the trvale industry. Just like in the commercial
airlines industry flights can get delayed or...

cancelled when mechanical
disruptions occur.
US Coachways did exhaust every effort to seek alternate transportion but was
unsuccseful As per the terms and conditons of our agreement in which the
consumer entered and consented to.
 
Company Policies
This company reserves the
right to lease equipment from other companies to fulfill this agreement. On all
Limousine and Party Bus Rentals a 15% Service Charge is included. Client is
responsible to make and pay for any reservations for ferry service that buses
may have to go on. Client is responsible to make any and all reservations that
may be needed for buses in order for services to be provided. In the event that U.S. Coachways, Inc. for reasons of beyond it's
control, is unable to perform under this contract, and unable to provide
replacement transportation, which U.S. Coachways, Inc. shall select in it's own
discretion, U.S. Coachways, Inc. liability shall be limited to a refund of any
monies paid by the customer hereunder, without regards to incidental,
consequential or special damages, whether foreseeable or not. Party
bus seating capacity is measured thigh to thigh at an estimated 18-20 inches
per seat. If a passenger is bigger or takes up more space then that then U.S.
Coachways, Inc. cannot guarantee the actual seating capacity. U.S. Coachways,
Inc. has the right to upgrade a vehicle at their own discretion without notice.
If there is a problem with a charter in progress, client must contact U.S.
Coachways, Inc. dispatch department at ###-###-#### Press 4 and make them aware
of the situation. If client does not contact our 24hr Dispatch department while
problem is occurring U.S. Coachways, Inc. will not be held liable for any
issues. This company shall not be liable for items left on the
vehicle or loss of time to due to mechanical failure, inclement weather, or
road conditions (road repair, accidents) or other acts which U.S. Coachways,
Inc. has no control. If an event is cancelled due to inclement
weather (only if the venue closes) U.S. Coachways Inc, has the right to charge
the client up to a $500.00 cancellation fee. If the client cancels because of
inclement weather but venue is open U.S. Coachways Inc. reserve the right to
charge 100% of charter cost. In the event that the vehicle supplied by U.S. Coachways,
Inc. sustains mechanical, electrical or other problems to render it inoperable,
U.S. Coachways Inc. shall, at its sole option and discretion provide another
vehicle (color may vary), quality and cost to complete the Charter obligation
and that such replacement vehicle will satisfy U.S. Coachways, Inc.
responsibility under this agreement. There will be no refund if an alternate
vehicle(s) is supplied. If a bus arrives at the scheduled pick up location and
no passenger's board vehicle 1hr after scheduled pick up time U.S. Coachways,
Inc has the right to cancel services on the spot and is not obligated to go to
the destination. Client will not be refunded. The alternate vehicle(s) will
satisfy U.S. Coachways, Inc. responsibilities under this agreement. In the
event that one or more electrical systems (such as Air Conditioning, Heat,
Restroom, Radio, Television or Problems with Directions) shall malfunction,
U.S. Coachways, Inc. sole liability in such an instance shall be limited to
five percent (5%) of the Charter cost, regardless of the number of mechanical
or electrical problems encountered. Should U.S. Coachways, Inc. be responsible
for response time or time delay due to its own fault, (defined solely by a
dispatch error on U.S. Coachways, Inc.' part, and not the customer) U.S.
Coachways, Inc.’s sole liability in such an instance shall be the following: 1)
For any Day Trip, the liability of US Coachways, Inc. shall be limited to five
percent (5%) of the Charter cost for a specific vehicle for each 30 minute
period in which that vehicle is late after the first 30minutes after pick up
time, not to exceed twenty percent (20%) of the total Charter cost; 2) For any
Over Night Trip, the liability of US Coachways, Inc. shall be limited to five
percent (5%) of the total Charter cost for a specific vehicle divided by the
number of days set forth under Client’s fully executed final confirmation for
each 30 minute period in which that vehicle is late after the first 30 minutes after
pick up time, not to exceed twenty percent (20%) of the total Charter cost
divided by the number of days set forth under Client’s fully executed final
confirmation. Client understands and acknowledges that the trip type set forth
in their final confirmation, incorporated herein by reference, shall be fully
binding and the liability of US Coachways, Inc., as described under this
Paragraph, shall be limited in accordance with same. U.S. Coachway's
liability hereunder is limited to the amount stipulated in the conformation and
is not liable to client for any and all consequential damages, including, but
not limited to, the costs of hiring substitute and/or additional
transportation, spoiled catering, food and/or beverages, concert, theater,
sports and/or other event tickets, admissions cost, reservations, plane or
train tickets, and/or any and all other losses related to late pickup or
no-show of requested transportation. Any and all credits issued by
U.S. Coachways, Inc. expire within 1 year of credit date. We cannot guarantee
the assignment of any requested drivers, vehicles or amenities. Any trip over
14 hours the driver must have 8 hours off duty. U.S. Coachways,
Inc. shall not be liable for any incidental, consequential, or special damages,
whether foreseeable or not, as a result of such delay. Any
reasonable and unavoidable special fees or charges incurred will be in
additions to all Charter rates as published. Security agreements are as
follows: Any damages to the vehicle caused by the client or his/her guest will
be charged at full cost (including down time) to the client. Any excessive
interior clean-up required (i.e. spills, vomiting etc.) will be charged to the
client at a minimum of two hundred dollars ($200.00) per occurrence. All
passengers are legally and financially responsible for any and all interior and
exterior damages caused to the vehicle during the trip by the passengers. The
undersigned also agrees that any charges that may arise may be charged to the
credit card used for the reservation. American Coachways is a subsidiary of
U.S. Coachways Inc. U.S. Coachways, Inc. requires a copy of the front and back
of the credit card being used for payment and a copy of the driver's license of
the card holder for charters $3000 and more.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
  This issue has been resolved. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and...

the matter has been resolved.
Sincerely,
[redacted]

The customer booked a charter with us on 2/*/2016. She wanted to see the vehicle post booking. Our depot was 30 miles from her and did not want to travel 40 minutes to the depot to see the bus. She decided to cancel on 3/**/2016 due to...

what she called an “inconvenience” for her to travel to see the bus.  
We explained to the customer that she agreed to our terms and conditions online on 2/*/2016 and the cancellation fee was clearly visible which is $250.
 
The customer called in on 4/**/2016 in regards to her cancel fee and I explained that the cancel fee was valid. I explained that if she wants to re book with us we would re quote her and will apply the cancel fee of $250 toward her new charter.  They agreed.  After they were requoted they started requesting new amenities that weren’t in the quote and wanted those amenities (wifi,outlets) at no cost. I offered to speak to them to explain and they didn’t want to speak to me.

US Coachways has no recollection of this complaint or this consumer.  Will the consumer please provide us with a contract charter #?

US Coachways has reviewed the above complaint The consumer has not provided you with an accurate and clear picture of what transpired. The consumer in fact logged onto the company website and made a reservation through our E-Procurment center. We have supplied you with the consumers recorded IP...

address. The consumer has been sent to collections to recoupe money as per the terms and conditions in which the consumer agreed to.  If the consumer chooses to settle this we are open to discussions.   The client booked online and has agreed to the Terms and Contract. [redacted] Client: [redacted]

US Coachways [redacted] had spoken with [redacted] and are in disagreement about money owed to [redacted] as we are showing on record approximately $25k owed and [redacted] is stating $40k but is not disagreeing with US Caochways amount stated. [redacted] has agreed to accept weekly payments until the amount owed gets caught up. A payment has been made today and acccepted by [redacted]. I kindly request that the Revdex.com administratively close this case.

Per the supporting evidence provided the consume has no right to contest any other patrons refund. The consumer has acknowledge that she herself has received a refund; if any other consumer on board has not received a refund we encourage them to come forward to allow US Coachways the opportunity to review and respond. We ask that this case be closed.