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Business Profile

Charter Bus

Charter Up Charter Bus Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Charter Bus.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/20/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The service provided from CharterUp initiated on August 18, 2024 agreement/contract was not provided.The Driver was 40 minutes late arriving at 2:10pm when the departure time was set at 1:30 pm. I allowed 1-hour and 30 minutes for a 50 minutes drive. This was initiated to assure that ********************************************************************************* ******** on time. I received sent serval notifications indicating that the driver was going to be on time, which I kept a record on. As a result of your drivers lateness, we missed 30 minutes of the first half of the Broadway play. I had to consult with people who purchased tickets wanting a refund. The tickets were given to me once we arrived at the venue and had to be scanned one-by-one. It caused more time, and we were rushed in without properly seating to avoid more time away from seeing the play.I would like a refund of $1009.50 to compensate me for your company neglecting to implement and demonstrate time management to ensure the times of arrival are complete and efficiently performed. The plays final and last performance was the day we attended so we cannot return.

    Business Response

    Date: 08/22/2024

    Hello, CharterUP is a 3rd party platform connecting customers to licenses motor carriers for passenger transportation. In the event of a complaint, CharterUP works with. both parties to provide a resolution. Our company is in contact with the client and the motor carrier to resolve this complaint and hope to do so quickly. We ask for patience as our team resolves this complaint to ensure a fair conclusion.

    Customer Answer

    Date: 08/22/2024

    I am willing to provide you with fare time to investigage my complaint. Please note that I would like to resolve the matter to avoid further action.  I have attached some of the tickets that shows that the Broadway Play stated at 3:00PM curtain opened.

    Business Response

    Date: 09/04/2024

    CharterUP has issued the client a refund of $184.09 to compensate for the 40 minute delay of service. Unfortunately, we cannot accommodate a larger refund for services that were rendered. As included in the service terms agreed to upon checkout, CharterUP is a 3rd-party booking platform and acts t resolve complaint between the client and motor carrier who service was reserved with.

    Customer Answer

    Date: 09/05/2024

     
    Complaint: 22171332

    I am rejecting this response because: I have already returned a total of $360.00 to patrons who miss part of the show. I will settle with half of the money return that would allow me to credit back to the patrons. Otherwise we can seek litigation.

    Sincerely,

    ************************* *******

    Business Response

    Date: 09/10/2024

    This complaint has been fully resolved with the end customer.A refund acceptance has been made.

    Customer Answer

    Date: 09/10/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ************************* *******

Charter Up Charter Bus Company is NOT a BBB Accredited Business.

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