ComplaintsforFreedom Tours Coach Line

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have a party of 8 ages 10 to 65 and we would like to receive half our money refunded due the events of the entire bus trip to New York round trip the cost was *** per person. We started with bus being late it was advertised with charger and restrooms we were told not to use restrooms unless emergency that we would stop in 4 hours. A few hours into trip bus broke down there was a bus following us a man off that bus and driver worked on bus it was a little over an hour we were told there was bus trouble charger ports were turned off to save power. Pick up time to go home was 730 he was an hour late we were again told chargers ports were still off to save power again they knew there was a problem about 3 hours into trip the bus broke again after them playing with it we were taking to a gas station for over an hour still no communication then they told us they were taking the passengers from the bus to rest stop 15 minutes then coming back for us. I ask how long we would be there and where bus was coming from was told they didn’t know not bus came from Suffolk over 4 hours away and I don’t think they wanted yo tell us that we were all just dropped off with no idea how long we would be there ******** the lady who organized had nothing to say a lot of passengers confronted her and she got mad. We were not communicated to at all no sorry were broke down given us estimate how long ask anyone did they need anything we made chairs beds and made best of situation we were informed at 430 am a bus was here we arrived home at 830am suppose to be 3am most all the passengers were very upset and the worst was that It was the same bus as am that broke and if they thought It was fixed they would have let us use chargers I spoke to ******** was very rude told me the bus reset and was fine not true said we were told what was hound on that was not true. My group was ***** ****** ***** ********* ****** ********* *** ***** * ******* ******** *** ****** *********** *** ******** *******

  Business response

  12/20/2022

  Please see the below response from Freedom Tours Coach Lines followin* ***** ******s statements:

  ***** ******
  We have a party of 8 ages 10 to 65 and we would like to receive half our money refunded due the events of the entire bus trip to New York round trip the cost was *** per person.
  
  Freedom Tours Response: 

  The rate to NYC was ******** *p.). Any amount over the advertised price and to pay fees charged by any third-party vendor was a choice made by the individual when other options were provided. A member of the party* ******* ************ **** * ******* ** *** *or her and her daughter and the event closed.  She was given permission to still attend providing the balance was paid on the day of the trip. This balance is still outstanding and due payable pending collections.

  ***** ******
  We started with bus being late it was advertised with charger and restrooms we were told not to use restrooms unless emergency that we would stop in 4 hours.

  
  Freedom Tours Response: All attendees were told to be at the pick-up location promptly so parties that were driving separately could all load together and sit together. Our coaches do not pull off until a safety presentation is provided by the driver. The average departure time for events like this is approximately 15-20 minutes after loading. Patrons were quickly checked in and the coach was on schedule for the departure time.
  *** ***** *ecame impatient and rude prior to checking in because she was cold and did not consider the month of December weather or time it took to check patrons in, pass out snacks, and gifts from Santa while boarding.
  
  The coach had charging ports at each seat which were active and in use as well as W-Fi available.
  
  The patrons were never told they could not use the lavatory. During the briefing by the driver they were told they could use the lavatory prior to the rest area stop but to keep in mind if there was an emergency that required more time/use in the lavatory than usual to let us know and the driver would make an additional stop.
  The patrons were never told NOT to use the lavatory and it was never closed off or locked.  It was open and remained open for patron’s use and was used by patrons.
  *** ***** and her party were inexperienced travelers and were unaware that lavatories on coaches are not full bathrooms/restrooms and do not have the capabilities to flush and cannot be treated as such and remained resentful.

  
  ***** ******
  A few hours into trip bus broke down there was a bus following us a man off that bus and driver worked on bus it was a little over an hour we were told there was bus trouble charger ports were turned off to save power.

  
  Freedom Tours Response:

  The coach did not break down. Two miles from Delaware House Travel Plaza (approximately 4.25 hours of riding after departure –not a couple of hours), A signal from the coach cluster panel indicated that a reset was required. The driver followed all safety procedures and pulled off to perform the reset. The total time for reset was approximately 15 minutes not an hour. As a precaution to prevent any electrical backflow, the charging ports were turned off during the reset.
  After the reset, the coach proceeded smoothly to the planned stretch/snack stop at Delaware House that was two miles away. After the break the coach followed the itinerary (as advertised) and proceeded to Manhattan where the patrons were dropped off at ****** ****** ** ********* with a pick-up time of 8:00 pm (as advertised).
  
  ***** ******
  Pick up time to go home was 730 he was an hour late we were again told chargers ports were still off to save power again they knew there was a problem about 3 hours into trip the bus broke again after them playing with it we were taking to a gas station for over an hour still no communication then they told us they were taking the passengers from the bus to rest stop 15 minutes then coming back for us.
  
  Freedom Tours Response:
  Attendees were told by the coach driver prior to being dropped off, to be at the pick-up location in Manhattan at 7:30 pm for an 8:00 pm pick-up. The pick-up was NOT 7:30 pm.   The drivers were coming from Secaucus, NJ and have to enter the Lincoln Tunnel to get back to Manhattan for the pick-up.  
  The drivers left their hotel in Secaucus at 6:50 pm for the 8:00 pm pick-up.  There was a 3-car accident in the tunnel that had the coach and other drivers at a standstill which had to be cleared by police and EMS before the driver/coach could proceed. We cannot be responsible for accidents and heavy traffic because of an accident which is unforeseen and have no control over. The driver/coach left early for the 8:00 pm pick-up in plenty of time.
  After pick-up, approximately 3 miles from the planned stop at Delaware House, a warning light on the cluster panel came on and the driver followed protocol and took an exit to get the passengers safely off the road. It was determined, for safety reasons and the comfort of the passengers that the second coach would drop off their passengers at the scheduled stop (Delaware House) and return to pick up the passengers. The passengers were safely transported to Delaware House.
  
  Debra Askew:
  I ask how long we would be there and where bus was coming from was told they didn’t know not bus came from Suffolk over 4 hours away and I don’t think they wanted yo tell us that we were all just dropped off with no idea how long we would be there ******** the lady who organized had nothing to say a lot of passengers confronted her and she got mad. We were not communicated to at all no sorry were broke down given us estimate how long ask anyone did they need anything we made chairs beds and made best of situation we were informed at 430 am a bus was here we arrived home at 830am suppose to be 3am
  
  Freedom Tours Response:
  After the passengers were taken to a safe haven where there was heat, bathroom facilities, and food, the group leader started notifying passengers that a coach was enroute and estimated arrival was 3 hours. ***** ***** started cursing at the group leader saying they were tired. The group leader apologized.
  Other passengers were cooperative, and said they understood that things happen, and it was not the group leader’s fault.
  While transporting the passengers to the Delaware house, so the passengers would be more comfortable, the dispatcher started contacting charter companies in the area to transport the passengers’ home.
  At 1:20 am in the early morning hours on a Sunday, there was either no answer or the charter companies were unavailable. The next nearest coach was called and responded to assist. The coach arrived approximately 4:00 am; 2 hours and 40 minutes later. During that time all information available was relayed to ***** ***** *nd the passengers by the group leader. In communication sent out to the attendees the estimated arrival time home was adjusted between 4:00-430 am. The coach was delayed approximately 3 ½ hours
  
  Unfortunately, as indicated above, there was a slight delay in getting home. This delay was due to the uncontrolled circumstances. The driver followed all safety procedures with the focus of the passengers and their safety as his number one priority. At no time were the passengers dropped off by themselves. The group leader stayed with the passengers and provided updates to the status of the assisting coach.
  
  This complaint and events made are fabricated to side with ***** ***** and information mentioned is simply untrue and made with malice.
  
  There are no refunds for the trip once a deposit is received (as advertised). Freedom Tours had no control over the events that occurred, and all events were handled in a timely manner. The attendees were safely transported to Manhattan and safely transported home as indicated in the adjusted itinerary. Freedom Tours will honor their no refund policy.

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