Complaints

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• Initial Complaint

  Date:12/13/2024

  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.

  First, on 11/21, when the bus was at ****** ******* and finished loading, the bottom doors would not close. It took me and three others just to get the doors shut, which set our leave time back an hour.
  
  Second, is the accident that the bus had with a bank building and breaking a window of the bus. Our football coaches had to go ******* and purchase a shop vac and materials to clean and do a quick repair of the window. The bus driver did not have any materials or ideas to get it fixed. It was told to our football coaches that the bus window would be repaired, however, that was not the case. Another bus was delivered to the hotel moments before they had to leave to play a football game. Which leads to the third issue.
  
  Third, the heat and defrost on the replacement bus quit working, making it hard for the bus driver to see. The bus had to stop numerous times due to the defrost not working properly, putting our time to return to ****** ******* High School from 10 PM. to 1:15 AM. This incident cost our football team more money due to feeding the players another meal that was not allocated in the budget.
  
  Finally, two of our players left items on the bus. An ***** ******* and a football backpack. I was notified of the items on Monday, November 25 by a member of Lone Pine Bus Lines and was told that the items would be placed on a bus going to Poca, WV for the circus. I was going to drive to Poca to pick up the items left. I was then notified on Tuesday, November 26 that the items were not placed on that bus and were still sitting in the office. As of today, those items have not been returned to ****** ********  I asked for them to be shipped.
  
  With this being said, I do not feel that the entire cost of the trip should be the responsibility of ****** ******* and a discount should be due the numerous factors that happened during this trip.

  Business Response

  Date: 12/30/2024

  To Whom It May Concern:
  

  We acknowledge the receipt of your complaint regarding the recent trip involving ****** ******* **** School's football team and sincerely regret the inconveniences experienced. We know that the driver apologized for the situation. While we cannot predict every possible scenario so as to have the necessary items on the bus, we do have items available to the drivers for cleaning and light maintenance. We sent an email to ******* ******, Principal, requesting the receipts for the items that they purchased which your complaint states is approximately $300 and to date we have not received them. We were planning on reimbursing them. Our maintenance staff strives to ensure all equipment is in proper working order, but unfortunately, mechanical issues can arise, particularly in below-freezing temperatures that can affect the locking mechanisms just like any door of any vehicle.
  

  Within one hour of finding the back pack and laptop, we contacted ***** ******** to let him know they had been found so that he could inform the student/parents so they would not worry about the items. We had a bus going to Charleston within a few days and we contacted ***** to see if he would want us to send the items down on that bus and he said yes.
  Unfortunately, the bus left the depot without the items and ***** was contacted immediately to let him know. ***** nor anyone else from ****** ******* **** School has made any kind of effort to retrieve the items from us. According to the fully executed contract, outlined in section Ill, paragraph 11, - Policies, Procedures, and Responsibilities of the Company and Client, -"The company shall not be liable for personal items left on the charter bus". Although, we always contact passengers and try our best to assist with getting their property back to them.
  

  Lastly, we must address the condition in which the bus was returned. Again, according to the fully executed contract in section Ill, paragraph 7- Policies, Procedures, and Responsibilities of the Company and Client, -"All trash must be placed in the trash cans in the rear or front of the bus". The bus was left in an extremely disgusting manner with bottles, plates of food, wrappers and pizza boxes all over the floor (pictures included). When you walked through the bus you were walking on trash. We have never had a bus returned to us in this condition. There were even wrappers stuffed down into the heating vents. The most disgusting part of this was that there was bottles and trash in the toilet which we had to dig out by hand.
  

  We appreciate the client's understanding and cooperation in these matters. We request that -they provide the necessary receipts for reimbursement, and let us know how we can assist further in returning the lost items.
  

  Sincerely,
  Lone Pine Bus Lines