ADC Bus Service

On the day of our trip it was about 12:15 and the bus had not arrived yet, so I called Tina back and asked her where the bus was, and she said that the bus would not be arriving until 1:00 pm. This was unacceptable. We were supposed to be pulling off at 1PM, and the bus should arrive at least by 1:30 pm. It makes no sense for the bus to be arriving at the time we are supposed to pull off. Meanwhile, Tina’s attitude towards me was absolutely nasty and she raised her voice as well. I asked her why she had not sent me the bus driver’s information like I asked and her response was “I can give you his number but he won’t be there until one o’clock”. So I finally received the number for the bus driver and called him. I asked him for an estimated time of arrival and he said he would be there at 1:01. I expressed my disappointment to him and he told me that he always arrives at least a half hour early to his all of his jobs. He went on to explain to me that he had been trying to reach Tina for two days and he could not reach her. He also said that he did not even have the address. Tina had previously told him the pickup location was a “Shopping center in Maryland”. I’m not even sure how he would have found us had I not called. When the bus finally arrived it was even more disappointing. First of all the bus was filthy on the outside. It looked as if the bus had not been washed for months. When I got on the bus, I could smell the bathroom all the way from the front door. The microphone did not work and to make everything worse, the air conditioning was broken! This was absolutely unacceptable. The bus driver called his point of contact within the company (a gentleman, not sure of his name) and allowed me to express my complaints to him. He offered to get us a new bus, however we would have to meet him in Tyson’s Corner to get it. This was impossible for us because Tyson’s Corner is at least an hour south of where we were and we had to drive three hours north to get to our destination. He was already late picking us up due to Tina’s negligence so we had no choice but to continue. It was a warm and sunny day so of course the bus was extremely warm on the inside due to the fact that there was no air conditioning. This made my guests feel very uncomfortable. We even had to pull over once because the bus ran so hot and of course that took up a lot of time as well. Following the trip, on November 1, 2016, I called Uptown Bus again to find out how to deal with the problems I’ve had to deal with on October 29, 2016. After I had been on hold for several minutes, Tina came on the line. I had to explain the issues to her several times because he did not seem to be listening and therefore asked me the same questions repeatedly. Tina kept over talking me and raising her voice and I just could not believe she was behaving this way. I asked that she stop trying to cut me off so that I could speak and she said “you have a nice day, because this is a scam!” She then hung up the phone. So not only did Tina refuse to let me speak, she yelled at me, and hung up on me. I tried to call back with hope to speak to someone else, and ultimately her supervisor, but my calls were sent to the voicemail. This kind of behavior is absolutely unacceptable. I have never been treated so rudely by a customer service representative.