Despite calling one week before my event and then again 3 hours before the event to double check and make sure things were confirmed, only one out of two buses I contracted for ever showed up, which was inadequate for 78 teens dressed up in party dresses and heels to attend my daughter's Bat Mitzvah.
While stuck waiting for the 2nd bus, several calls were made to multiple numbers provided and nobody picked up. Nobody even called back or responded to voice mails. The driver of the first bus could not reach anyone. We tried and tried and heard from nobody.
Eventually, the driver of the first bus contradicted what the sales office had told us about safety limits and capacities and suggested that it was OK and legal to have 78 teenage children pile into a single school bus for the trip and ultimately after all of the chaos created by having one of the two buses just not show up at all, the children were an hour late for what was only a four hour party!
Even though the return trip was still now three full hours away, the company never responded to any communications that night to get the missing bus for the return trip either.
Sadly, as this was a Bat Mitzvah and not just a casual trip to a casino or something, it was a once in a lifetime event and could not be rescheduled. Further, the cost of the event included thousands spent on "hourly" services such as photographers, dancers, DJ's, novelties, games, etc., all paid for by the hour, which were wasted by the lost time.
Days later, the company admitted that several failures occurred. They claimed that an "on call" driver should have been alerted immediately but wasn't for the trip in and again for the trip out.
They admitted we were left completely in the cold and had no idea if or when the 2nd bus would ever show up due to the lack of communication.
They claimed all was the result of a traffic accident the 2nd driver was involved in, on his way to the depot. When I asked why that driver didn't simply use his cell phone to call the depot and the "on call" driver wasn't immediately dispatched, they admitted they didn't know why that didn't happen and that it clearly should have.
When I asked why four hours later another bus wasn't dispatched at least for the return trip home, again, they admitted that it should have, but could provide no explanation other than "there was clearly an operational failure with our procedures".
Clearly, this ended up being a disaster, ending with the company offering ZERO to compensate us for their clear failures to deliver what they promised and ruining a once in a lifetime event.