I chose Universal Bus Charters to provide two 55 capacity charter buses to take my guests to our wedding rehearsal dinner because it had the best rate of all the companies I contacted. However, their service was terrible once the day arrived. Their dispatch was not coordinated at all with their drivers, and their drivers were inexperienced and unfamiliar with their routes.
-Drivers did not call and confirm pick up times and locations or exchange phone numbers with me the day of, as promised at time of final payment. I ha no way to get in touch with the drivers other than dispatch.
-First bus was not what we ordered; 38 capacity instead of 55, so when we had 44 guests board 6 had to stand during the drive. Unsafe and uncomfortable and NOT what was contracted.
-Second bus arrived 15 min late, which was not communicated to us until I called dispatch 10 min after promised arrival time and was told he was on his way. The driver being late directly resulted in us departing on the cruise 20 min late, which we we're not able to extend or recoup (20 min of a 180 min $18k cruise).
-The second bus driver was unfamiliar with the roads of downtown dc and almost did a complete circle around one city block until directed otherwise. His GPS unit was out of date and his route added at least 5 additional minutes of wasted travel time.
-Buses were not waiting for pickup at 8:30 as agreed to on the contract, and no attempt was made by either driver to inform us that they were waiting to come pick up until we called. Both drivers promised us that they would be at the pickup location at 8:30. Neither showed up until I called and asked them where they were.
-The first bus returned about 10 min after I called, finally arriving around 8:45. He had waited nearby and was responsive about getting to the pick up place once called (although he had not asked us to call him when we were ready for pick up).
-The second bus finally returned 25 min after I called, stating that his supervisor told him "the pickup time changed to 9:30". However, this was for the next day's morning pick up, not our service.