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Business Profile

Bus Services

Carolina Thomas, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Carolina Thomas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Over three months ago my bus broke down while on a field trip with 18 children. We had it towed to Carolina Thomas Bus, who in the past have provided maintenance and repairs for our vehicles used to pick up children from school to afterschool. It was in June. Its now the end of September First they said it was the radiator that had to be ordered, months later they said it was water in the gas line. It is ridiculous that we are still awaiting repairs and little to no contact. I have been corresponding with the General manager for repairs. This is so out of the norm for how they provide service, I am thinking its done purposely .

      Business Response

      Date: 10/14/2024

      Thank you for the notification. 

      I have reviewed the notes regarding the bus that is the origination of Mrs. ******** complaint. When the customer informed us that the bus was having problems in June, our service writers informed Ms. ****** that the lead time to look at the vehicle was extended and not to bring the vehicle at that time. She chose to bring the vehicle anyway even though we informed her that her appointment would likely be a month out. The complaint at the time of intake was that the vehicle was inoperable. After an inspection of the vehicle it was found to have no engine oil or coolant. The radiator was found to be leaking. A radiator was ordered, but due to supply chain issues, an extended lead time was experienced. The customer was advised that because the engine was run with no engine oil for an unknown amount of time, there was the potential for other damage to the engine and engine components. When possible, Carolina Thomas offers service to this, and all of our customers, as quickly as we are able. Mrs. ****** experienced this just this morning when she called to say the bus was running funny and a service technician was on site within hours to assist her.

      As the general manager, I can confidently say, I've never spoken directly with Mrs. ****** nor would we purposefully alienate any customer. While I regret that the lead times Mrs. ****** experienced and that she feels aggrieved by Carolina Thomas, I stand behind the work of our service department. I do not think the request for reimbursement is warranted, it our standard that customers be satisfied with their service. As Mrs. ****** is clearly dissatisfied, Carolina Thomas will agree to her requested reimbursement of $2,200. Please have her reach out to me directly to make arrangements for the reimbursement check. 

      For mutual future benefit, we kindly ask that Mrs. ****** seek out other alternatives for her vehicle service needs moving forward.

      Sincerely,

      ***** ******

      General Manager

      Carolina Thomas, LLC

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

    Carolina Thomas, LLC is BBB Accredited.

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