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Wolf's Bus Lines, Inc

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Wolf's Bus Lines, Inc Reviews (4)

[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:  my main complaint to Wolf Bus Line was the safety of the shuttle ride home and that it was unsafe.  
Regards,
[redacted]

March 9, 2018I am writing this letter in response to [redacted] additionai concerns.l personally spoke to [redacted] by phone regarding her concersns. She states in her additional concerns that we never had a conversation. This is not true and verified in her own email to me dated Dec. 13, 2017 9:13pm when she states "After we spoke on the phone I checked with my guests, whoagain verified the disrespectful behavior of your driver”.As we stated in our previous response [redacted] and I had a lengthy conversation discussing her concerns which centered around the driver's reluctance to changing the itinerary. We agreed that both parties were at fault due to lack of communication. I directly asked [redacted] what she would like as a form ofcompensation and she said she didn't know. I asked what it would take to remedy the situation. She said she would like an apology. I said we do apologize for the driver's alleged rudeness but the changes in times, itineraries and requests to stay later were a total lack of communication.[redacted] or Sonya should have called Wolf's Emergency Line or the driver to inform them of the lateness of the wedding which would have prevented the driver from getting upset and not knowing what was going on. The driver also should have contacted Sonya at 4:30pm when no-one showed up sothey he would have known what was happening. [redacted] and I agreed that the lack of communication was the root cause of this entire unfortunate situation and that the driver and Wolf's were not totally at fault. l did inform [redacted] that I spoke with the driver and reprimanded him on his allegedbehavior on the situation. [redacted] and I ended the conversation at which time I felt [redacted] and l had come to an understanding and she was happy that we addressed the situation and apologized for our part in the unfortunate situation. [redacted]'s main focus during the conversation was regarding the driver’s unwillingness to stay past 11:00pm, change the itinerary on the word of the guests, etc. l felt once I explained the legality of the driver's hours and Wolf's policy of not changing itineraries on the word of passengers or other guests that the situation was handled and now a closed issue. [redacted] neverspoke of any monetary compensation and I directly asked twice what it would take to remedy the situation. l feel the contract that was agreed upon  between Wolf's Bus Lines and [redacted] was followed out as outlined. When last minute changes were requested by the guests and later [redacted] and we could not comply, the situation escalated. We do not feel that the situations that arose justify a monetary compensation as the contract was followed out as it was agreed to by both parties prior to the event. The stress and alleged rude driver behavior were a direct reflection of the lack of communication by both parties.As l stated before when our conversation by phone ended I felt [redacted] was in understanding and satisfied with our apology and the matter was closed. We feel [redacted] then discussed the situation further with friends and family, as she states in her email, who encouraged her to go for more. When we began to receive emails later over and over we did not feel the matter needed re-opened since I personally spoke to her by phone and the matter was handled mutually.l have attached copies of [redacted]’s emails showing her statements acknowledging our phone conversation. Approximately 2 weeks after our conversation she began to email again wanting more. We felt the matter was addresses, mutually handled and closed at that point.I have also enclosed a copy of [redacted] page which she states; "if anyone (wedding guest or not} would copy and paste, the statement below, to Wolf’s Bus page I would appreciate it-since I've been blocked because I complained. Please give a one star rating. Thank you.”"The complaint from the [redacted] wedding (October, 2017} was about the driver's rudeness and inflexibility. It had nothing to do with federal laws for drivers’, just expected professional behavior from the people you employ.  The mother of the bride spoke to the driver..."Jan S General Manager

[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:I never stated we did not talk on the phone, I said communication was cut off after I asked for compensation. Jan initiated the email to close the matter, and then stopped responding when I gave an answer. So I guess another bad business practice, at Wolf's Bus,  is to avoid unhappy customers hoping they will go away. I never was focused on having the driver after 11:00, again this was never a part of my complaint. This seemed to randomly  come up after my contact with the Revdex.com, so you can hide behind the federal driver guidelines to excuse the driver's behavior.  My focus has always been the trips to arrive at the reception.  Besides, after 11:00,  there were plenty of cars to ride in, since these guests couldn't take advantage of the bus earlier. Jan asked what we could do to have closure with the situation, I responded with compensation (for those who had to drive themselves) this is when he stopped communication. These comments are shown in the emails attached by Jan. I continued to email with one statement: I thought I would email again since I have not heard back from you. I am insulted that you think people encouraged me to continue this opposition with this business. Are you implying that I am not capable of advocating on my own behalf or thinking for myself?  I paid for the bus, I was embarrassed because of the drive's behavior, I had to apologize for him to my guests and I chose to address this with you. By making this statement you are attempting to divert your responsibility for your employee's behavior,  into a scheme to get money.  There was one email sent to you from a guest, who also advocates for herself, and also a few [redacted] posts. These posts were from guests. I did ask people to comment on the [redacted] page, social media seems to be the only communication you respond to. I was angry at your attempts to dismiss my grievance, which you continue to do. 
Regards,
[redacted]

September 18, 2015Dear [redacted]:This letter is in response to a complaint filed by [redacted] with the Revdex.com and received by Wolf's Bus Lines, Inc. on Wednesday, September 9, 2015. The format of this letter is such that each item discussed by the Complainant is listed...

first, followed by Wolf's Bus Lines Comments under the complaint.I traveled with Wolf Bus Lines on a trip to Montreal/Quebec City, Canada. While there were many positive things about the trip, which I conveyed to the company, I complained about one dinner, 2 breakfasts, and the shuttle ride home. I asked for a partial refund for these items. My request was denied.Wolf's BUS Lines Comment:Immediately after receiving the phone call from [redacted], Kristin M[redacted], Wolf's BUS LinesTour Coordinator, had begun addressing each of the concerns with the appropriate personnel including the tour escort assigned to the trip, the safety director and a mechanic, as well as contacting some of passengers for feedback on the trip. When speaking with the passengers, Ms. M[redacted] had asked each one to provide her with feedback about the tour and if there was any way that Wolf's Bus Lines should change the tour for the future. All of the passengers had remarked that this tour was wonderful. One had mentioned that a suggestion for the trip in the future would be to add more time in Montreal & Quebec City for people to explore on their Own. Ms. M[redacted] contacted the tour receptive who assists with organizing the trip to add more time in for next year as suggested.Dinner the first night was at the [redacted] Resort. The dinner was served barely warm and for most passengers was cold. Many passengers complained and returned their dinners. The waiting and returning of dinners was uncomfortable and cut into our evening free time.Wolf's Bus Lines Comment:When MS. M[redacted] had talked with our tour escort, she did mention that some passengers remarked that the food was luke warm. [redacted], did say that she did not have any issues with her meal and said that it was fine. [redacted] did say that Some passengers had returned their meals to the kitchen to be heated and returned. When Ms. M[redacted] contacted the passengers not one of them commented on the quality of their meal at the [redacted] Resort. This incident had nothing to do with [redacted].In Quebec City, we were provided 2 breakfasts at the Hotel [redacted]. The itinerary advertised the breakfasts at the hotel as a full breakfast' and breakfast is included." Once in Quebec City we were told our breakfast was plated." We were given a plate with eggs, meat, a few potatoes, toast and a couple slices of fruit both days. The eggs were tasteless and no one knew what the meat was. Many on the trip complained about the eggs and meat. One passenger asked if he could have a different plate and was told no.Wolf'S BUS Lines Comment:In reference to the "full breakfast" that was provided, once again we did not have anyone that Ms. M[redacted] contacted mention that the breakfast in Quebec City sufficient quantity or quality.  The itinerary read "full breakfast" not buffet, and we do feel that a sufficient amount of food was provided for the average person. It was not brought to our attention until this letter that a passenger was denied a different plate. Had our tour escort been made aware of this issue at that time, the situation would have been addressed. We reminded [redacted] that she was in a foreign country, and that other countries prepare their food differently.  Wolf's even has it stated in the tour book not to expect things the way they are at home, for you have left home to experience differently things. We do think that the eggs and meat were not prepared the way that she was accustomed to, but we reminded her that she was not at home.We were provided a shuttle ride from Camp Hill to York. The entire trip the bathroom door clanged open and shut. While on [redacted] the bus driver appeared to be face to face with a PennDOT flashing arrow sign indicating he should be in the left lane. It looked like he passed the sign on the right in the shoulder lane. While turning into our drop off location, we heard a loud crunch like the bus hit something.Wolf's BUS Lines Comments:Following Ms. M[redacted]'s conversation with [redacted], she informed one of our mechanics that there was an issue with the shuttle bus that had just returned from the Montreal/Quebec City tour. Both the mechanic and Ms. M[redacted] went to the motorcoach to inspect the issue with the restroom door and the possibility of damage that may have been incurred when pulling into the drop-off location. While inspecting the restroom door, the mechanic did identify a loose door latch which was immediately secured with a screwdriver and restored to working order. There was also no damage done to the motorcoach. Please keep in mind that this motorcoach only shuttled a portion of the group for approximately 20 miles back to their original departure location and this was not the coach used for the entire tour, [redacted]'s letter, references that the driver appeared" and she said it looked", but these are not definitive statements. The driver she had is one of our senior driver's and is one that is most requested. Some of the passengers that were contacted by Ms. M[redacted] were also on this motorcoach and not one referenced the driver's performance or the issues with the motorcoach stated by [redacted]. In reference to the Concern about the driver, Ms. M[redacted] reported [redacted]'s concerns to the Wolf's Bus Lines Safety Director for him to address accordingly, I contacted Wolf Bus Lines with my complaints and spoke to Kristen. She noted what I said stating she would look into it. I waited a week and since I did not hear from the company, I called again and spoke to Kristen. She indicated that no other passengers complained. The company received emails from several other passengers complimenting them on the trip plus they contacted a couple of passengers and they also had no complaints. The one exception was a passenger stated there was too much time on the bus. Kristen informed me that they were going to look into that issue.Wolf'S Bus Lines Comments:In reference to the amount of time that lapsed in responding to [redacted], Ms. M[redacted] was addressing the concerns expressed by the complainant as mentioned above and giving ample time for passengers to contact the company with feedback about the trip. The calls that Ms. M[redacted] had placed to passengers who were on the tour were purely random. She took notes and provided the feedback to the appropriate supervisor. Ms. M[redacted] had to leave a message for Some of the passengers called and wait for them to respond back. Ms. M[redacted] called 6 couples that were on the trip, which equated to 12 total passengers. After 6 phones calls and no complaints, Ms. M[redacted] did not proceed with anymore calls. During MS. M[redacted]'s conversation with the complainant, she was asked by [redacted] if she had contacted certain people, and in fact Ms. M[redacted] had contacted those that were referenced. Each one of those that [redacted] had suggested MS. M[redacted] call, did not mention anything about the aforementioned issues:I found this quite hard to believe since the very passengers she spoke to were our table mates and they were quite vocal with their displeasure of the food. Kristen also informed me that she referred the shuttle ride incident to the Safety Director and that the bathroom door issue was easily resolved with a mechanical adjustment. I still asked for a partial refund and was referred to Tammy W[redacted]. Ms. B[redacted] informed me that since I was in a foreign Country, things are different and I needed to adjust and it was just my opinion about the taste of the food. I was also told that since I was the only one that complained she cannot give me a refund. I still feel that I am due a partial refund for the above. While it may be a matter of personal taste regarding breakfast, the bottom line is that we had no choice regarding what we could eat. We were stuck with that breakfast. Concerning the evening meal, it is very uncomfortable to be put in the position of pointing out something is not right and then waiting for it to be corrected. As far as the shuttle ride home, while Wolf Bus Lines needs to address the situation with their driver, passengers were subjected to quite a harrowing ride.Wolf'S Bus Lines Comments:Whereas we understand that things may not have met [redacted]'s expectations, Wolf's BUS Lines addressed each of the concerns that the complainant expressed in a reasonable manner. We feel that [redacted]'s main complaint with the trip was the quality of the food and it not meeting her particular taste. Based on the fact that all of the meals included in the trip's package were provided and the fact that no one else contacted complained about the food, the conclusion was that she was not due a refund because the food did not meet her particular taste,Respectfully SubmittedTammy W

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