Lorenz Bus Service

hrough the routing, locations, and scheduling tends to go a long way toward ensuring successful communication to all parties involved— weddings have many moving pieces and often the group who orders the bus isn’t actually on it. Clearly the communication didn’t go as far as it needed to here. Our bus was at the original pickup address 30 minutes prior to the scheduled time and left at the scheduled time with a relatively full bus. Upon arrival to the venue, our driver followed our written instruction, which is clear your on-site coordinators were not aware of. As we instructed, our driver dropped on the street and avoided turning into the venue parking lot. Our vehicle waited out on the street for the duration of the wedding. When it came time for the first return, your on-site coordinator told the driver that our instruction was incorrect and the bus could pick-up closer to the venue door. The driver responded that the bus could get stuck and the coordinator said we needed to try to get closer and that it would be fine. While the driver was uncomfortable, she also was trying to provide you with the best possible experience and tried to get the bus as close as she could. Obviously, that didn’t work – because the dimensions of the dirt road are not wide enough to support the wheelbase of a motor coach. We promptly ordered a tow truck to try to get right back on schedule, and the cost was about 2.5x what you paid for the service (but it did take longer than expected due to rural nature of venue.) After the fact, we had several conversations with your venue and it was our understanding that they made you whole on the transaction which is what we believe to be correct. While we’re not in total alignment with them for a number of reasons, it is clear this would have not happened without their intervention, which harmed us as well. Our position was that we should split the overall cost of tow bill and refund to you – which they were not satisfied with. If they did not make you whole, we’re glad to re-open the discussion with them and try to find a way to do so. Our driver was trying to provide the best possible service to you, and please accept our sincerest apologies this happened. We asked the venue to discuss widening the road, and even attempted to talk about other vehicle types that might work – but our discussions stalled out. We are not presently servicing this venue any longer.

on our team too!

ndemic changed our business. In the end, we wanted to make sure you were taken care of too! Glad it worked out.

Glad it went well!!