We rented two charter buses for a school trip to San Francisco, and at first glance the buses…read moreappeared nice. Unfortunately, once we were on the road, it became clear that many of the advertised amenities either did not work or were not properly stocked.
The buses had restrooms, but there was no toilet paper or soap available. Each seat had charging stations, but none of them worked. The individual reading lights were also nonfunctional. The buses were equipped with TVs, but those didn't work either, which was especially disappointing on a three-hour trip with students. Any passengers without phones or other devices had no entertainment options, even when we brought a movie to play.
Additionally, the buses were noticeably dirty and did not appear to have been cleaned recently.
What made the experience even more frustrating was the lack of support from the drivers. While they drove the buses safely, they were unable to assist with any of the non-working features, provide basic supplies such as toilet paper, or help resolve any of the issues we encountered. They seemed unfamiliar with the operation of the buses beyond simply driving them.
To make matters worse, the drivers arrived late to pick us up from the museum, which delayed our departure. Despite this, we were then charged late fees upon returning to the school. Being charged extra after a late pickup that was outside of our control felt unreasonable and disappointing.
During the trip, we attempted to contact the company's advertised 24-hour customer service line for assistance. Not a single call was answered, nor did anyone return our messages. As a public school group traveling with students, we expected at least some level of support when issues arose. After the trip, our administration also attempted to contact the company, including Frank in Sales, to discuss the numerous concerns and seek a resolution. Unfortunately, those efforts were met with the same lack of response.
What is most disappointing is not just the condition of the buses, but the complete lack of customer service and accountability afterward. Had someone acknowledged the problems, communicated with us, or attempted to make things right, this review might look very different.
When you're paying nearly $8,000 for two charter buses, it's reasonable to expect clean buses, stocked restrooms, working amenities, responsive customer service, and follow-up when problems occur. Unfortunately, our experience fell well short of those expectations. We would not use this company again and recommend that schools, organizations, and families carefully consider other transportation providers before booking.
