Complaints

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.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  I had contracted buses with Charters of America for a summer program we ran at ************. We made three payments: $2764.90 (May 11, 2023), $6366.73 (June 13, 2023) and $3209.78 (July 30th, 2023). We had multiple problems with their service so I asked our credit card company to put a stop payment on the $6366.73 (which they did). An employee of Charters of America, ***************************** then came to me inquiring about the stop payment. At first he told me they sent a check to ****** for $1575 and then when he told me we never received it he "apologized" and said he made a mistake and the check was never sent. After, I went back and forth in emails and calls with the owner of the company, ***********************, and came to the understanding that they would not fight the stop payment of $6366.73, if in turn, I would pay them $3209.78 (in essence to cover the services that we actually used that were part of the $6366.73). The problem is that the credit card company then reversed the stop payment, so Charters of America acctually received the $6366.73. I unfortunately did not realize this had happened until the end of 2023 when our accounting team closed the books. I have tried to reach out to *********************** on two occasions via email to have him refund the money, but he has ignored my emails. I would appreciate any help you can offer.

  Business Response

  Date: 01/19/2024

  Although Charters of America would like to satisfy ALL customers, unfortunately that is not the case. This is quite apparent with this compliant. In short, the customer canceled her two week contract with us regarding her summer camp as our bus arrived twenty (20) minutes late one day. Out of Good Faith, we offered to provide her with a discount for the inconvenience. However, she canceled the Entire contract and then did a reversal on payment where there were still numerous days left on her contract. This customer did not file a compliant with the BBB this past summer when her trip occurred. However, she did file the complaint  seven (7) months later when she realized her claims have been overturned. We also hope that the BBB will erase this complaint as it is frivolous. For instance, can you imagine waiting at the airport and you get word that your flight is delayed. Of course it is an inconvenience but to get a full refund on your ticket is a lot overzealous and mean. If this was allowed to happen, every transportation company in the world will be out of business. From cruises, airplanes and motor coaches.  This customer stated in writing how she doesnt care about Acts of God or buses being late. With that mentioned, we also hope the BBB will erase this case and see in our favor like her financial institution. 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21123588
  
  I am rejecting this response because: the vendor has not painted an accurate picture of the situation. I did not cancel a contract for a bus that was 20 minutes late. I canceled the contract for a combination of factors - on the first day in question we were told various stories: first the bus was stuck in traffic, then they didn't have a driver, then the bus was just late. By the time they would have gotten there it was too late to do our planned activity. On the following Monday, June 26, we had a 55 passenger bus scheduled to take us from ************ to Emory. The bus company said they didn't have a 55 passenger and offered to send a 30 passenger, and do two trips. This was not acceptable for us because it did not work with our schedule.

  Yes, I waited to file a claim with the BBB because it was my understanding that the owner would respect the agreement that we had come to and it wasn't until the end of 2023 that I realized this was not the case. Meaning, I had blocked the initial payment ($6366.73) and paid a modified payment ($3209.78) with the understanding that the initial payment would remain blocked. What happened instead was that the  payment did not stay blocked with the credit card company and the vendor received EXTRA payment (initial plus modified payment) for poor service. What I am asking for now is that at a minimum the extra payment of $3209.78 be refunded.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I contacted Charters of America on approximately 11/28/2022 to reserve a charter bus from **********, ********, to *********, ******** for 12/3/2022. The charter bus was to be a deluxe motor coach with a seat capacity of ***** seats, reclining seats, climate control storage, luggage space, on board restrooms, etc. I personally verified that a motor coach was available, and was assured by ***************************** of Charters of America that one was available for us. This bus was reserved to transport adults to a high school football game with no planned stops. The distance was approx 158 miles from the pick-up location in ********** (approximately 2hr and 36 mins). We reserved the bus and paid by credit card for the bus with Hunter at Charters of America. On 12/2/2022 I received an e-mail from Hunter with the drivers name and telephone number and no information that a deluxe motor coach was not coming to pick up our riders. When the bus showed up on the 3rd, it was a yellow school bus. Many of the people who were to ride the bus decided to drive themselves to the game for a variety of reasons including not being able to fit into the seats and no rest room. No restroom made it very difficult for people with health conditions. The average age of people riding the bus was ***** years old . I called Hunter on the morning of 12/3/2022 to no avail. I surely would not pay almost $3,000 to have people ride a school bus to a game that was over 2-and-a-half-hours away without restrooms. I called Hunter on Monday morning (12/5/2022) only to be told he did not know we had a school bus show up, and that he would need to talk to his supervisor and call me back. I advised I wanted a full refund. I received a call and he stated they would refund us $800.00 and give us 20 % off the next bus rental. I let him know $800 was not acceptable and that we would not be using their company ever again. He then said the check would be mailed and we should receive it in 2 weeks and hung up on me.