Complaints

This profile includes complaints for Croswell Bus Line, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Croswell Bus Line, Inc.

  975 W Main St Williamsburg, OH 45176-1147

• 

  Croswell Bus Line, Inc.

  1400 E 5th Ave Columbus, OH 43219-2412

• 

  Croswell Bus Line, Inc.

  1640 E 5th Ave Columbus, OH 43219-2554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Biltmore Bus Tour Nov 19-21, 2023 Passenger on the purple bus Safety Issues: Corrosion on engine led to breakdown. We were told a bolt broke in half due to the corrosion. Why was this not caught in routine maintenance? What would have happened if the breakdown occurred on the highway instead of at a truck stop? Bus was driving twice with overhead bins open. Why was a safety check not made before leaving each stop? Passengers had to tell tour escort they needed to be closed. I saw driver doing morning check of bus. He checked tires with a wood stick tapping the tires. He skipped checking the driver side front tires. Distracted driving – tour escort and driver talking about *******, motorcycles, Debbie in the office, other tours, things from when they were kids, all while driving on a winding mountain highway in the rain. Driver also answered his cell phone while driving. Safety video cut off at the start of the trip. The tour escort said “oh, well, you get the idea.” She did not attempt to get the video to finish. When leaving ******** in Richmond, KY driver skipped the traffic in the two lanes to turn left (which we needed to be in). He went to the right lane that was to go straight or turn right. When the light turned green, he turned left from the wrong lane. When we arrived back at the end of the trip, the driver opened the luggage compartments under the bus but did not pull our bags off for us. We had to reach into the compartment to retrieve our own bags. It would have been very easy for someone to hit their head and be injured. Injury: Passenger fell getting off bus. Driver parked too far from curb. Neither the tour escort nor driver came over to her. Escort stood several feet away. Driver kept helping others off bus. Passengers assisted injured woman (I have photos). To my knowledge no incident report was filed. No witness statements were taken. Woman needs medical assistance now that she is home. Poor Customer Service (see attached).

  Business Response

  Date: 11/27/2023

  The referenced Biltmore Tour experienced a motorcoach problem on the way to Ashville, NC Sunday the 19th of Nov.  Our driver and escort followed company policies and procedures by contacting the manager on call and mechanic.  Our manager was in contact with a local mechanic who was not able to repair the tire/wheel problem due to lack of proper tire bolt size.  The service department performs routine proactive motorcoach checks on all vehicles according to company and industry policies.  The motorcoach was repaired and group transported to dinner and the Ashville, NC hotel.  Croswell dispatched a replacement motorcoach from Williamsburg to Corbin,, KY.  At the time our tour driver and escort did not know what  time the replacement motorcoach would arrive.  A driver needed to be available and the shop notified to ready a motorcoach for dispatch.  

  Our drivers and escorts communicate with each other and the proper office staff when on the road and follow company policy by having the escort communicate to the passengers.  The customer complained they were told by our escort  not to contact the office as they were already handling the situation.  The office was closed on Sunday and our manager on call was handling the incident.  I called the customer today, and she said she was upset the office had not responded to her emails two (2) business days after the event.  Our policy is the respond no later than seventy-two (72) business hours.  While we understand the need to be prompt, we as well are addressing other travelers' requests and needs.  While the customer would like a 48-business-hour window for response to emails, this is not our protocol.  It is, however, our rule to respond to any voicemail within 24 business hours.

  Regarding the incident wherein a passenger fell while disembarking the motor coach, both the driver and escort present when this happened indicate the facts as stated in the complaint are not correct.  The passenger was immediately offered assistance by the driver and declined his offer saying she tripped on the curb and she was not injured.  The motorcoach was parked near the curb where it as supposed to be.  Our escort followed up with the passenger the evening and the next morning, and the passenger said she was sore, but did not want to seek medical treatment there.  Instead, she had already made an appointment with her own doctor and would be seeing same when  she arrived home later that week.

  Regarding all the issues the claimant made regarding safety, I will respond bullet-point by bullet-point:

  1.  Corrosion cited is routine on wheel lug nuts on all motorcoaches, and other types of vehicles.  It does not normally affect coach performance.

  2.  The escort should have been more cognizant of open overheads, and this has been addressed.

  3.   We have top safety ratings by our industry organizations, and find it very difficult to believe the allegation that our driver did not check the front tires.  

  4.  The driver's cell phone usage is necessary but is done in accordance with DOT regulations regarding hands-free usage.  Our drivers use either a bluetooth earbud or a headset when necessary to use their phone.  Discussions between the driver and escort occur frequently and often necessary.

  5.  No comment.

  6.  Regarding the changing of lanes and occasional use of multiple lanes to execute a turn, a motorcoach does not turn like an automobile.  The driver has excellent view of all lanes with this side mirrors, and does not just blindly execute turns when other vehicles challenge his ability to do so.

  7.  This complaint can only  be made by someone who was in a hurry and thought it important of have his/her luggage out first.  The driver first removes and handicap-usage devices such as walkers or wheelchairs prior to removing luggage.  It is not company policy to allow any passenger to remove their own luggage due to liability issues.

  The claimant says she paid extra to sit up front so she could exit or  board the bus first.  That has never be our policy and do not sell the front seats at an extra charge for that purpose, but for travelers that like to have the view. Order of boarding or disembarking from the bus is up to the escort in order to allow all customers the chance to be first to, for example, restrooms or lines at restaurants.

  Any issues she has regarding customer service are being addressed with appropriate individuals where necessary, but it is important to note that this claimant is one of very few who has complained about every aspect of this tour.  Many others on the trip gave acceptable reviews.  All passengers are given a tour evaluation form to complete on the final day of the trip and return it to the escort, or mail it in to the office once they are home.

  Also the claimant made issues about things on the tour that are outside the control of our company, such as how much time she was allowed inside the Biltmore house.  We do not regulate that, the Biltmore organization does.

  Because the passengers were had to undergo setbacks due to the motorcoach breakdown, we placed a $200 credit on everyone's account for future travel.  The claimant told us she would not be totally satisfied unless she and her sister (who also was on the tour) are reimbursed 100%, even though she did not miss any component piece of the tour.  This will not be done.

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  1. The call I received from Croswell did not address my concerns.  It focused too much on their record in the industry, what other trips have been like and the ratings they have received from other customers.  I did not feel heard about the concerns I had on the trip that I took.

  2. I do not feel satisfied that the safety concerns were addressed, nor do I believe their policies/protocols are sufficient when a bus breaks down.

  3. My customer service concerns were not addressed to my satisfaction.  I never received any apology for the issues experienced during the trip.

  4. A credit on my account for a future trip is meaningless as I will not be traveling with them again.

  5. I am still requesting a full credit for my sister and me.  This is the worst travel experience I have ever had.  Had I been able, I would have gone home the day the bus broke down.

  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Croswell bus broke down on on **** at Mile marker #*** and was told by driver we would have to wait for a new bus to come. Our bus was pulled off road with no AC and water. I was concerned about our bus being hit and unable to get off the bus since we were not on a pull off place. I called 911 so we could have some protection.

  Business Response

  Date: 05/30/2023

  Croswell will be issuing a full refund for the entire cost of the Motorcoach Charter paid by the customer. We had an unforeseen and unpreventable mechanical failure at an inconvenient time. While we have no obligation to refund for this reason we feel the group was inconvenienced which is very rare . Because of this we will be sending a 100% refund to the group this week . 

  John W Croswell