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:02/21/2025

  Type:Service or Repair 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 am highly disappointed with the service my guest and I experienced Saturday evening! I had dinner reservations for a large party at 7pm, the bus was scheduled to arrive for pick up at 5:30pm unfortunately the bus got stuck to where tow truck had to get it out did not arrive until about 7pm and to make matters worse I wasn't even notified, I had to contact dispatch/customer service (******)and find out why the bus hadn't shown up, the woman I spoke to wasn't very helpful! About half way through our trip which was only supposed to be a 55 minute ride, we ended up on the side of the road so the driver could figure out how to defrost the windows, because he could no longer see the road, the 55 minute ride turned into about a hour and a half ride causing me to be extremely late to a planned 65th birthday celebration for my mother and her guests. We were about ten minutes away from the restaurant when things completely went downhill and the bus broke down, so myself as well as my disabled mother and her guests had to walk and take Ubers in the rain and cold to the restaurant, I again contacted dispatch who said they would send another bus to get us back home. Dispatch did indeed have another bus waiting for us outside the restaurant, we all loaded and the driver informed us that there was no A.C, we also had to sit on laps and stand up because the bus was smaller than the 45 passenger bus I paid for, my brother spent the entire ride home standing up wiping the front windshield since the bus driver had no A.C so he was unable to see properly and unable to defrost the windows. Overall, this was a complete disaster, disappointment, and I DAMAND MY MONEY BACK ALL $2650.. I have pictures, videos and **** receipts to back it up

• Initial Complaint

  Date:09/27/2024

  Type:Order 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.

  Executed contract for transportation on July 30, 2024, to take 34 family members to an event on Sat. Aug 3rd, 2024 - Modifications made to contract, changing time and pick up location, confirmed in writing by PartyBus, and modified contract, charged more for the modification. Original contract $2,775, modification increased to $3075- required to pay in advance. First pick up: 2:45 pm, 2nd pick up 3pm- requiring us to be early for our 4 pm church service. Holy Name of Assumption **** -********** **, **************. Driver called several times, advising he was late, but without the ability to tell us where he was, (unfamiliar with area, poor internet in mountains etc). Finally, when he was expected to be at the first location pick up, he identified his location 40 -45 minutes away. We had to scramble 34 family members, to find cars, drivers, and rides. Party Bus Express, unable to fulfill obligation - waityiing for the driver, would have resulted in us missing the event/church. Only received $300 credit on credit card. Balance of $2775 not received, despite confirmation in writing.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On September 3, 2023 I rented a party bus of 45 passenger from Party bus express total amount paid for the five hours was $****. Which I paid $300 deposit on my debit card $800 via Zelle and then I paid $450 in cash when driver arrived. For the five hours the bus was supposed to take us to the city and back to Long Island. The bus that I requested and reserved for was not the one they provide. When we got in the bus, one or 2 of the ** vent was working for 45 people in a close proximity with the 80 to 90 outside was unbearable. On our way coming back from the city one hour 45 minutes within the five hours was ok because at least two vent was working. Coming back from the city the air conditioner was completely out. everyone in the bus was exhausted and my mother end up passing out due to the heat. Everyone had to sit down and use paper plate for air some of my male guess had to hold the windows open from Manhattan to Long Island if we didnt try to keep the windows open it wouldve been a nightmare. I contacted the company to expressed my concern and requested a refund at least half of the price that I had paid originally which is **** Ive been getting the runaround by corporate. So far the only refunded 300 and I am asking an extra 300 due to the adequate service that I received from the company.

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising 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.

  My name is *************************** and I hired party bus express for a graduation party on Saturday, May 6th. I paid them $2050 for a party bus of 35 people. The party bus was supposed to come at 10 pm on Saturday and go on until 3 am. I had given them a route that was on the receipt. We were supposed to make 3-4 stops. Everything was confirmed and paid for beforehand. The day of everything went wrong. The party bus arrived 45 minutes late. The driver had no idea where the route was. She had no info on the stops. She did not know where to go or what to do. We finally left the house and she was texting and driving, putting the *** on while driving, and even on Facetime while driving. This was very dangerous. The Bluetooth didnt work when we got on and we had to listen to ads on ******** She was going 3 miles an hour while doing this making ** extremely late to everything. one of our guests requested a stop at the nearest CVS to get off and we stopped. our guest got off and she requested to go to the bathroom. When she left she took 25 minutes to get back. We did nothing, the party bus Bluetooth shut off and when she finally came back it stopped working. She had to come to the back to try and figure it out and we took another *********************************************** total, we were still for about ***** minutes. It was ridiculous. She told me we could no longer make it to ANY of our stops in the city because we would have to pay overtime ( 225$ per hour) and that we had 5 minutes in our stop in Long Island City Piers to take pictures. We were rushed and couldn't stop to eat, take pictures, or do anything we had planned. We had to go back home after this. We arrived 20 minutes before our time and got there 3:10 am. This was ridiculous. I've hired multiple party buses before and have never had such an unprofessional experience. I would like to get my money back. We did absolutely nothing that was planned and the stereo did not work for HALF the time we were on the bus.

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Party Bus Express regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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.

  This was suppose to be a luxury bus for my birthday and did not have the following:No water ,no soap No lights No heat/a/c No music Driver pulled over to side several times on the way up to venue after stating wed be there no later than **** I was told from driver Driver asked for his tip as soon as I stepped on the bus Driver took well over 30mins to pick us up after the venue was over The way up to the venue took 3hrs to get there with an eta of arrival of 1hr 15-20mins On way back driver got us back in a hour of time Due to him taking tolls on the way back this time. I spoke to the owner and after several attempts she refunded me 500. I requested at least half. She stated things happen and nothing else she could do about it. Terrible service. Terrible bus for the amount of money spent it is not ok.

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Party Bus Express regarding complaint ID ********.
  
  Sincerely,
  
  ********************
  

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair 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.

  We rented the party bus, we were giving a time to return to the bus by the office, but a different time from the driver to return, when return to the bus at the time the driver said we got a text message from the office saying that we were late and we owed $250 an hour more.. We weren't given a copy of the contract nor did we get a receipt of what we paid. The Bathroom door did not lock or stay shut, the cooler was leaking water on the floor.. we were cleaning up water the entire night. When I reached out to the office the attack's message she gave me an "oh well" speech and told me I had to pay!

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Party Bus Express regarding complaint ID ********.

  I have not heard from the business nor have I received a receipt or a copy of the contract!
  
  Sincerely,
  
  ************************************************

  
  

• Initial Complaint

  Date:06/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Booked bus on 6/17/22 to drive kids to Poconos after prom from *******, ** high school at 11:30pm. The contract that I signed said gratuity was at the customers discretion. The driver demanded a 20% gratuity ($700) before leaving and showed my husband a fake contract. We were planning to give a $200 gratuity. My husband then had to Venmo the driver an extra $500 so our kids can arrive safely to their destination. This is similar to extortion. I would like our $500 back that was Venmod to the driver. I have not received any solution from the company after contacting them several times. I have a copy of the contract attached, and also the Venmo transaction if needed.

  Business Response

  Date: 07/20/2022

  We have reached out to the customer in regards to this matter. We will attach a copy of the first text message attempt, our most recent email, a copy of the Venmo transaction as well as a text message from the customer confirming she received the refund. This matter had been resolved prior to receiving this complaint. The General Manager ******* had sent a text message on June 29th to try to understand and resolve the situation. With gaps in communications finally ******* sent a refund through her personal Venmo account to the customers husbands account and received a confirmation text message saying it was received. Finally in regards to the contract attached that matches our records which was originally emailed and signed to the customer prior to the driver arriving. Drivers do have trip tickets which would have been what he showed you her. Trip tickets give itinerary without her personal information ie: credit card information and email. 

  On Jun 29, 2022, at 6:31 PM, ******* Sales <*******************************************> wrote:
  
  
  ?Hi *****, 
  This is ******* the operations manager for Party Bus Express. I've tried to contact you several times since we last spoke on the phone and you explained the situation  that occurred .   I had the driver come into my office several times and We've called you and got your voicemail.   I've left you a voice message and text message today 6/29/22 on this same number that you've provided in email and still have not gotten a response back from you.  Please provide me with a time that you will be available to have a conversation about this matter. I am providing my direct number which you should have already, Please call at your earliest convenience.   
  
  
  
  
  Thank you 
  ******* 
  Party Bus Express 
  Operation manager 
   ************

   

  Please see all attached supportive evidence of transactions and communications. If there is anything further please reach out. 

  Customer Answer

  Date: 07/20/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************