My neighbor, Glenn Klink, and I bought tickets from Washington DC to Pittsburgh on a bu...
GetHuman988862's customer service issue with Greyhound from August 2018
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The issue in GetHuman988862's own words
My neighbor, Glenn Klink, and I bought tickets from Washington DC to Pittsburgh on a bus that was scheduled to depart at **.** a.m. on Wednesday, * August ****. We each packed our bicycles in over-sized boxes and paid the $** fee. At **.**, we were notified that the driver was a no-show and that the bus would not depart until * a.m. This was a problem because we needed to arrive very early in the morning to rebuild and pack our bikes so we could get on the trail headed to DC.**By the time we got to the ticket window, it was nearly * a.m. We had learned there is no storage space at the DC bus station, and of course our bike boxes would not fit in cabs to get us home. But a fellow named Keith Elliott, who I later learned is the de facto station manager, suggested we leave the bikes with him. He would put them on the * a.m. bus to Pittsburgh where they would be stored and waiting for us when we arrived early after taking the **.** a.m. bus on Thursday morning.**This sounded like the best option, so Keith issued new tickets and Keith told his dock-hand to be sure they went on the next bus to Pittsburgh. There was no mention of considering special insurance since we would not be riding the same bus as our bikes, and since I’ve never taken a bus, it did not occur to me to ask.**When we got to Pittsburgh about *.** a.m. on Thursday, * August, our bikes could not be found. David Mosley said the * a.m. bus from DC the previous day did not arrive until sometime between * & * p.m. He said he did not recall seeing our bikes on the bus.**But around ** a.m. that morning, David received word that Glenn’s bike had been found in Cleveland and would be headed back to Pittsburgh on the next bus. But there was no word about my bike from Cleveland, Detroit or Chicago. Keith Elliott in DC checked in Silver Spring and Baltimore, MD, but to no avail. *It certainly seems strange to me that the * large bike boxes did not stay together.***On Friday morning, my bike had not been located, so I suggested to Glenn that he go ahead and start the journey. If my bike was found soon enough, I would text him and catch up. Needless to say, that did not happen. So I returned to DC that afternoon after purchasing a return ticket that should not have been required.**While waiting for some good news on Thursday and Friday, I made quite a few calls to various Greyhound telephone numbers and staff, and spoke directly to Lisa Tabb, the station manager in Pittsburgh.She was of very little help, telling me that emails had been sent and therefore phone calls were not necessary since emails ‘were just as effective’. Anyone with any business experience who has a customer’s interests in mind knows this is not true. When I later told her that I would be filing a complaint, she responded that it was my right and that I should do so. There was no apology and no apparent remorse that her staff had ruined my vacation.**I was able to obtain the telephone number of the Cleveland station manager, John Robinson. I called him several times on Thursday afternoon and Friday morning, but there was never an answer* there was not even a voicemail box so I could leave him a message.**But there was a voicemail box of the Cleveland GPX supervisor, so I left that person a message with a personal request for assistance. But the lack of concern exhibited by so many others seems to have infected that staff member as well.**I did manage to open a case using the ‘lost or damaged baggage claim form and was issued * ******. But like everything else at Greyhound, I’ve got to wait ** days before hearing a response. And in case it helps, my shipper receipt of $** dated * August, shows a scale weight of *, Zone B and GLI **********.**If my bike cannot be found within a week, I would like a fair reimbursement for it and for the * tickets I purchased to and from Pittsburg *$**.** and $**.***, and for the shipment of the bike *$**.***. I will have to do some research to determine the cost of replacing the bike.**Finally, I would like to add a detail that really bothers me. In Pittsburgh, we saw a bike box with a Greyhound label dated ** June ****. The owner’s name and telephone number are clearly evident, so why is it sitting in Pittsburgh a month later? Glenn took pics of it, so when he returns, I am going to make a call to the owner to notify him of his bike’s location.**Thanks very much for anything you can do to help me.**Regards...Steve Johnston *Please note that my last name is misspelled on the Greyhound documents: the T is missing. But all other data is correct.*
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