To whom it may concern,*I would like to register a formal complaint for the appalling s...

GetHuman-stysb's customer service issue with Greyhound from August 2018

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The issue in GetHuman-stysb's own words
To whom it may concern,*I would like to register a formal complaint for the appalling service I received from your company on the ********** coach from Chicago to New York at **:**, forming the last part of a three-bus journey from Denver, CO. I would like to request a refund of the price of a ticket from Chicago to New York, which i’ve learned from other passengers is around $**. Reimbursement is deserved due to the preventable and incredibly inconvenient delays and treatment we experienced. **** seconds after the coach depared from Chicago, a flat tire was noticed bybthe driver. Surely this is something that should have been noticed in the pre journey checks, not once we had set off from the station. Do you even do pre journey checks of your coaches? This flat tire suggests not, making passengers such as myself question the safety of your vehicles. This preventable delay set us back well over an hour, whilst we waited for a seperare coach to arrive.**The new coach we were put on was sub-par and incredbly uncomfortable. The “premium leather seats” were ripped and worn, with several metal bars from the chair mechanism sticking out the whole way. **Most notably, there was clearly a broken part of the bus infrastructure, as right above where i was sitting there was a loud, persistant clanking and knocking that shook the window pane next to me. This meant I could not relax or sleep during the journey at all. **Not only this but the toilet onboard of the coach was locked from the outside due to a technical fault. meaning that none of the passengers could use the facilities. **Once we arrived in Cleveland, the toilets were a disgrace with no toilet paper or soap, and generally a disgusting and unhygienic state. Clean Restrooms and SOAP form basic hygiene, and unfortunately even after one of your employees closed the toilets for cleaning, they were no better and the soap was not refilled. There was toilet paper and trash discarded and strewn all over the place. **When we arrived in Cleveland, Ohio at **:**, an hour later than planned, we were told that the bus was going to be serviced and we would leave at **:**. All of five minutes into our time at Cleveland we were told that our coach would actually leave at **:**. This would mean a * and a half hour wait. When I questioned why the coach was delayed I was told that there was no driver. This is utterly appalling and is a such a poor excuse for the amount of problems caused for your paying customers. **How on Earth is it acceptable to create a timetable but not hire the appropriate number of people to execute the timetable fully? Not only do I now believe that your coaches are left uncheck and unsafe I now also believe that your staff are also as distrusting of the company as the passengers due to the fact they either did not turn up for work or quit, leaving us stranded. **I am very disappointed with the service provided at the Greyhound station in Cleveland. This delay was preventable on your behalf and because of this passengers including myself should have been provided with food and water by you. The restaurant at the station was closed for half an hour between **:** and **:** meaning passengers were not only left without food provided but also left without a means of getting food.**Another issue that your company completely overlooked was the fact that passengers had other forms of transport to catch. I, myself, had a plane to catch from JFK at **:**. As I was supposed to arrive in New York at **:**, you can see that I had left myself plenty of time to get to the airport. This is incredibly fortunate due to your ridiculous service. Alternative methods of transport should have been provided, for example taxis as waiting in your station for so long created a depressing atmosphere. Also the fact that this was an overnight coach meant that passengers were up for well over ** hours and therefore should have at least been provided with accommodation for the evening of alternative transport was out of the question. **There was also no apology for the delay, showing that this happens far too much and that your employees have become desensitised to the complaints and issues of your customers. **As you can see I am incredibly dissatisfied with the service you have provided and I look forward to your response.**Samantha Baily
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Greyhound

Customer service issue
Reported by GetHuman-stysb
Aug 24th, 2018 - 4 mons ago
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Aug 24th 8:48pm