Complaints

This profile includes complaints for Charter Empire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Charter Empire

  PO Box 73024 Puyallup, WA 98373-0024

• 

  Charter Empire

  2414 43rd Ave SE South Hill, WA 98374-4180

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:08/03/2022

  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 am writing a complaint against your company. I find it very hard to believe, to only way to get any assistance is by email. On July 30th 2022 I use your bus company for the day. I requested a 56 passenger bus. On the day of my trip I was confronted with issue of not having 56 seats. 56 people showed up, the bus only received was 55 passengers. Later that evening, I stressed my concern in email. Not really expecting to hear from your office/business until Monday morning. I called twice, to be told someone will get back to me before the closing of the business day. I received a email from ************************* Manager. Stating Everything is correct as stated, its 56 passengers with driver. Sorry, no refunds. I immediately called him, because I strongly felt this conversation be handle by phone not email at this time. I asked ****, this cannot be correct, he stated you have to count the Bus Driver. When & How would think to order a bus & count the bus driver as one of my 56 passengers, I am paying for. This does not make any sense to me at all. I also added the concern nasty the bus driver **** at the departure of the trip. I explained to the bus driver his Gratuity was paid in advance in my contract. He went on to say, he does not get paid. **** stated this was hear say. I wish this was handle in more professional way. I had look at your business a company I wanted to continue with for long Gevity. I would like a refund for the 1 passenger seat I paid for & apology. Thank you for time.

  Customer Answer

  Date: 08/03/2022

  The *********** is Charter Empire. I attempted to try & find a address on their website. No avail, no address. Only email address: ******************************** ************

  Business Response

  Date: 08/24/2022

  Hi ****, 
   
  Thanks for the response and assistance. Please see response to clients. 
   
  The clients booked a 56 capacity vehicle with the driver. Clients received vehicle with exact capacity. When we provided quote its per hours, route and day not per person. Clients requesting refund for one person when we didnt charge per person. 
  
  Thank you, 
   
  Charter Empire.
  *************************
  P: **************
  F: **************
   
  

  
  

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17661114
  
  I am rejecting this response because: When ordering bus service, you do not count the bus driver. I requested 56 passenger seat bus for 56 passengers. I had 56 people show up. There was not a excuse I could give the 56th person. I had to refund the person $185.  It also made me look very unprofessional.  I thought I over booked until I looked on the bus & saw it said P55: meaning 55 people. I feel strongly Charter Empire was very wrong for this. NO ONE COUNTS THE BUS DRIVER WHEN ORDERING BUS SERVICE. I NEVER HEARD OF THIS IN MY ENTIRE LIFE. If this is so, should'nt the bus company brought to my attention before I made my first payment. Also the bus driver was very nasty at the end of the trip, because I did not tip him for the day. I showed my contract showing I paid in advance the Gratuities. 
  
  Sincerely,
  
  *********************