On May 15th, I was scheduled to depart from Chicago, Illinois to South Bend , Indiana to transfer to an 8'o clock bus that would take me to Kokomo, Indiana
Of course life happens however and the bus to south bend ended up being 1 hour behind schedule. This I understand, it happens. Anticipating that there would be a bit of a jumble with my transfer I called and spoke to a customer service representative explaining my concerns and asking if I should still stay on this bus, or perhaps make alternative means.
The customer service associate reassured me that this thing happens often, and that because the bus driver had been in communication with the South Bend location, I had no reason for concern and that a means to complete my trip would be provided. All I had to do was to check in with an associate upon my arrival and explain the situation.
This ended up being a lie.
Upon my arrival to the South Bend bus terminal, not only was the greyhound station closed, there were no employees to be found that represented the company.
Not to mention there was also no means for me to completely my trip myself as all the rental cars were checked out or reserved, and there was no other buses or public transportation to my destination.
So I ended up STRANDED in south bend Indiana. And I don't know if you're familiar with the area, but is is very bleak. No public services available for miles, and the only accommodation available was a la Quinta inn.
So my $34 Trip has now exceeded over $100 for two service failures on the company part.
1.) the bus being late and not communicating with the buses or terminals that had transfers
2.) the customer service associate giving false information and resolve about an issue that could have been avoided.
I call and try to resolve the issue same day with customer service (Case Number 154940)
And have been told 3 different things, all from 3 different people on two different occasions.
1.) a refund while normally not allowed, would be possible as this is a unique case. All I would have to do is wait 24 hours and call the customer care line
2.) a refund is not avaiLble, but a voucher is, and can be offered but can only be redeemed by phone and I would have no tangible evidence or access to it. Mind you, I have reason to be weary and distrusting of this offer, because the last verbal promise or agreement I had with a company official left me stranded in the middle
of Indiana...
3.) nothing can be done and the company is sorry for the inconvenience?
I don't know what kind of company fails it's customers with its services and then refuses to rectify the situation to retain or at least placate guests. But that is the type of treatment I feel I have been receiving and almost feel punished and robbed for booking with your services!
Mind you I am a frequent user of this service, often using it for my commutes to and from Nyc to philly and vice versa, and this is the first time I have ever experienced a service failure of this magnitude.
I really would like to resolve this and continue being a customer, however with all of this going on for what I believe can be a simple fix or solution. It's looking unlikely.
All I want, and believe to be fair is that some solution regarding my incomplete trip be offered in a way that I can conveniently use or access it. read more