Complaints

This profile includes complaints for W.L. Roenigk Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  W.L. Roenigk Inc

  798 Ekastown Rd Sarver, PA 16055-9724

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  W.L. Roenigk Inc

  330 Poplar St Pittsburgh, PA 15223-2219

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  W.L. Roenigk Inc

  4825 William Flynn Highway Allison Park, PA 15101

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  W.L. Roenigk Inc

  810 North Pike Road Cabot, PA 16023

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  W.L. Roenigk Inc

  2121 Saxonburg Road Natrona Heights, PA 15065

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:10/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 October 5th 2023 At 3:23pm I Received A Phone Call From A Strange Number In Which Someone Stated Are You Outside For ***** ******** Rudely. I Began To Ask Who I Was Speaking With And She Responded With It Doesn’t Matter Who I Am Are You Outside. I Began To Ask The Lady If She Was Calling From The School Or The Bus Garage In Which She Wouldn’t State Where She Was Calling From Instead Proceeded To Tell Me Don’t Speak Over Her And Hung Up The Phone. I Recorded The Entire Phone Call As Well As The Two Times I Called Back And She Disconnected The Phone I Asked To Speak To Her Supervisor And She Denied Me The Right To Speak To Anyone Higher Than Her. Stating She Was The Supervisor! I Am Very Upset About And Believe I Was Treated In Such Manner Due To Our Race. Not Sure If The Business Doesn’t Like African Americans Or What The Real Issue Is But My Child Never Received Information Regarding His Bus Sometimes Standing Out For 20/30 Minutes Waiting On The Bus Isn’t Ideal With An Infant And 3 Year Old Child.I’ve Missed The Bus Twice And Was Waiting At The School Before The Bus Arrived Every-time. And The First Time I Assumed I Missed The Bus And Just Went To The School And Waited. Today I Was Late I Do Work And Don’t Get Off Until 3pm I Take An Early Leave To Make My Sons Bus The Proper Procedure Is To Notify School And Return Student Not Antagonize The Parent. The Lady Roda Or Rosa Wouldn’t Even Listen Instead Spoke Over Me And Continued To Tell Me How Fast I Should Be Moving And Oh Forget It Take The Child To The School As If It Was Causing Harm In Which I Was Standing At The School Having A Conversation With The Secretary Regarding This Matter Before The Bus Even Arrived. If I Was So Late How Did I Beat The Bus To The School And I Live 1.5 Minutes From The School. This Needs Resolved And I Also Believe Calls Are Monitored Someone Needs To Replay The Phone Call I’ve Also Contacted The News Channel And The Neighborhood Legal Services As Well

  Business Response

  Date: 11/03/2023

  W. L. Roenigk Inc. prides itself on being diversified and
  inclusive, not only in our hiring practices but also in the clients and
  districts we transport for. It is incomprehensible how someone could turn their
  unresponsive actions into a racial issue.
  On October 5, 2023 the bus in question was delivering a bus
  load of kindergarten students home for the day. 
  When they got to this parent’s stop, the child exited the bus, but there
  was no adult to meet him. It is district and company policy that an adult must be
  at the stop to receive a kindergarten student. The driver asked the child to
  return to the bus and radioed dispatch. At no time did the driver exit the bus
  to knock on the parent’s door. Driver’s exiting the bus with students on board
  is against company policy. The supervisor at the garage called the mother,
  identified herself as Roenigk’s bus garage and told the mother the bus was at
  her child’s stop, and she needed to go outside to meet him. The bus stop is in front
  of the child’s home. The supervisor then informed the driver that she was able
  to contact the mother and that someone would be out. She continued with other
  issues that needed her attention. 
  After approximately 5 minutes, the driver radioed dispatch
  again stating that no one had come out to receive the child.  The supervisor who was dealing with several
  other issues including a breakdown, again called the mother. She again stated
  that she was calling from Roenigk’s bus garage, and could she go out and meet
  the bus who was sitting in front of her house with a full load of kindergarten
  students waiting to go home.  Our
  supervisor admits that she became very agitated when the mother proceeded to
  question who she was and why she was calling her. The supervisor had identified
  herself already as Roenigk’s, which the mother mistakenly heard as “Roda” or “Rosa”.  The supervisor tried to tell the mother that
  she needed to open her door and go out and get her child off the bus, but the
  mother continued to talk over her. By this time, the supervisor was extremely
  agitated and told the mother, “Quit talking over me and just go out and get
  your child off the bus”.  Unfortunately,
  the supervisor did hang up on the woman because of her insistence to continue
  to argue rather than just simply going to the door to meet her child.
  At no time during this argument did the mother bother to
  state that she wasn’t even at home as she clearly stated was the case in her
  complaint.
  Proper procedure would be for the parents to notify either
  the garage or the school that they will be unable to meet the bus on time so an
  alternate plan can be put into motion.  When
  a bus arrives at a stop where a parent is not present, our company makes a courtesy
  call to let them know the bus has arrived with their child.  In most cases, the parent has just lost track
  of time and the call gets them to the stop quickly and the bus is able to proceed
  with their route as scheduled. Had this parent simply stated she was running
  late, the driver could have continued with the route to drop the other children
  off to their parents and returned to the stop or if necessary, returned the
  child to the school for the parents to pickup so the bus could continue on to
  its next route.
  In this instance, since the mother failed to come to the
  stop and she did not give any indication that she was simply running late, the
  child had to be returned to the school, making the bus late to pick up its next
  group.
  Someone turning an attempt to simply get a child home safely
  into a racial issue is appalling and ridiculous. The supervisor had no way of
  knowing the race of the woman any more than this woman had any way of knowing
  the race of the supervisor. Having the accusation stated, “If the Business
  Doesn’t Like African Americans” is an unfounded and outrageous statement for
  anyone to make, and is an insult to not only the Roenigk family but also the
  many employees of color who have worked for this company for years and are
  treated with respect, not because of the color of their skin, but like all of
  our employees because of the responsible job that they do every day
  transporting children to and from school safely.
  Sincerely,
  Susan *.
  R******
  *********
  W. L. Roenigk Inc.

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  At no point did they take accountability. I provided documentation where I had to call back several times because the driver kept disconnecting. I was at in which I thought I missed the bus and went to the school where i let the secretary know that I believe I missed his bus and asked how long it would take for him to return to the school. I beat the bus to the school where i got my son off the bus! If she would’ve listened instead of calling trying to tell me what I need to do pertaining to my child she would have known that I was already there waiting. A neighbor made me aware that the bus driver exited the bus and that’s not school policy if the parent is running late return the child there should never be conflict. I’m not reporting the bus driver when he’s running late and I’m outside waiting an additional 20/25 minutes. I work at home and could lose my job just getting up and leaving some where for 30’minutes.

   

  it’s common courtesy I can tell they didn’t review the phone call and just wrote down what the employee stated. Working in a professional environment dealing with parents who work and buses that run late there should never be a time where someone’s getting frustrated she’s not dealing with anything physical working on a phone. If she was dealing with a million different things she never placed me on hold! I have every right to ask who someone is regarding my child. if the bus wasn’t late that day I would’ve never thought I missed the bus. I waited an additional 3/4 minutes before the bus even got to the school they also have cameras. And recorded phone calls when stuff like this happens go review the footage. 

  
  Regards,
  
  
  
  ******* ********