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Business Profile

Charter Bus

Martz Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Charter Bus.

Complaints

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

Find a Location

Martz Group has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Martz Group

      239 Old River Rd Wilkes Barre, PA 18702-1616

    • Martz Group

      47 S Washington St Wilkes Barre, PA 18701-3033

    • Martz Group

      1082 Foxtown Hill Rd Stroudsburg, PA 18360-8097

    • Martz Group

      30 Lackawanna Ave Scranton, PA 18503-1996

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:07/08/2023

      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.
      On June 15, 2023, I took the 12:30pm Martz Bus fromWilkes-Barre, PA to **** ********* New York City. I had 3 bags, a black & white **** duffle bag, a black ****** ***** bag and a grey ***** cooler. When I got off the bus to retrieve my bags. Only the ***** cooler was there and I could not locate my other 2 bags that were in the luggage compartment. There were 2 other people also missing bags. I asked the porter what happened to the my 2 bags and his reply was “I don’t know they have to be here somewhere” “Neither one of these 4 bags are yours?” The porter contacted the stops along the way, but no bags were found. My contact information was provided, and I was told an investigation would be started. I have been in contact with the bus company multiple times. On one occasion, an employee told me that my bags were found and at **** *********. Immediately I traveled to **** ********* NYC from Shirley, NY and upon arrival I was told that information given to me by that employee was false and no other bags were found. I contacted **** ******* (###-###-####) and she told me that an investigation was in progress, that the police were contacted and the cameras would be looked at from of the stops the buss made. I waited a couple of days and called **** back and she told me that when the bus stopped at Scranton a middle-aged man got the bus and the porter gave him 4 bags that did not belong to him. A police report was filed with the Scranton Police Department. My bags have still not been located. 3/4 of my entire wardrobe were in those 2 bags. This incident is an extreme hardship on me and creates a financial hardship to have to replace all of these items. I am extremely disappointed with the way they are handing this issue and in their lack of empathy for my personal belongings.

      Business Response

      Date: 07/27/2023

      This is a very unfortunate situation, and as outlined by ****************** the Martz Bus team did all we could to assist including police involvement.  As we have explained to ******************, Martz Terms and Conditions inform patrons of the polices regarding luggage during the ticket purchase process.  

      Passengers shall be responsible for their own personal property and baggage. Martz Bus assumes no responsibility for lost, stolen, or damaged luggage, baggage, excess baggage, and/or personnel property. This applies to items stored BOTH in the luggage bays and/or inside the passenger cabin. We strongly recommend labeling items with your name and contact number. It is the passengers responsibility to claim luggage during transfers and final destination. We recommend using a sturdy container for your items and reserve the right to refuse any items not properly prepared for travel within the luggage bay areas. Please keep items of value with you at all times, including electronics and prescription medications.

      Customer Answer

      Date: 07/27/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:
      I was on the bus when we made the stop a man got off the bus and an employee or agent of the bus company gave him my bags this is ridiculous I'm contacting a lawyer 

      Regards,

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

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