Does not recommend this product
In July 2019 I chartered a bus for 60 people, including top executives with our company, to take passengers from their hotel to a meeting site for a 2-day event. Our total for 4 pickups was $2,745.20. On the very first pickup, the bus was late. Fifteen minutes after the bus was scheduled to arrive, I called Bus.com on their emergency line and was told by Daniel that they didn't know where the driver was. He promised to contact the driver and call me right back. Another 15 minutes passed with no call from Daniel, so I tried reaching him on the emergency line. After 3 more attempts on the "emergency" line, I called the business line and was put on hold. In the meantime, my passengers contacted Lyft to take them to their meetings, which caused us to incur additional costs and our meetings were delayed by 45 minutes. Daniel told me the driver was stuck in traffic and I told him to cancel the pickup and refund us the money. He told me would get back to me on the refund. The bus actually showed up at the hotel over an hour late and everyone was already at the event.
Six weeks passed with no word from Daniel on the refund. So, last week I reached out to Bus.com asking for followup. Their response was to apologize and credit us $150. I asked how they arrived at such a low figure and why we were being charged for service we didn't receive and was told this is "company policy". This company is unreliable, incompetent, and unfair. I have chartered many busses with other companies in the past and never experienced so many avoidable issues with the service. My recommendation is to avoid Bus.com and pay a few dollars more for reliable service and professional customer care.
