Greyhound

I had a trip leaving from Reno, NV. to Los Angeles,On March 4,2015, CA. Leaving at 1:00 pm. While I was waiting I started to get a headache and since I had a stroke, I sure don't want to anywhere feeling this way. so I called for someone to pick me up. Because I did not want to get another stroke in the bus, And I contacted Greyhound. and since I had a stroke, I have speech impediment, so I emailed the [email protected] and [email protected] and neither one, reached me and I don't know what else to do. I just want to know if I can get my refund of $87.00 which I paid on a credit card. Thank you very much.[redacted]Product_Or_Service: ticketDesired SettlementI am just asking for a refund on March 4,2015 on a trip from Reno,NV. to Los Angeles, CA.Business Response Ms. [redacted], Ms. [redacted]'s e-mail was received by our Refund Department and a response was sent today. Our agent responded to Ms. [redacted] and requested the original ticket be mailed in to our office. once the ticket is received we can proceed with the refund process. Ms. [redacted] will also need to contact our Customer Care Center at 214-849-8966 with her purchasing [redacted] number. When calling she will need to refer to Customer ID number [redacted]. Greyhound strives for 100 percent customer satisfaction, and we focus significant resources on training our employees to provide consistent excellent service. Please let us know if you have any questions or need additional information.Sincerely,[redacted]Sr. Analyst, Executive Office of Customer CareGreyhound Lines, Inc.

On March 13, 2015 I arrived early and on time for an 8:30am departure. The driver was not even there yet. After the driver finally showed up there was no wifi on the bus as promised. Due to a swollen ankle, I sat in one chair and used the companion seat next to me to elevate my leg per my dr's orders.I was advised by GH employee [redacted] around 9am that a late arriving passenger may need the seat next to me. Per the ADA, I requested that if another seat was available, please use that one due to my swollen ankle. [redacted] replied that I should have bought two seats. I responded I will give up the seat next to me if necessary. Subsequently, the late arriving passenger sat in the seat next to me and knocked over my cellphone. While I was texting a friend that we were late but about to leave, [redacted] came over to me again -- and said over and over that I should have bought two seats. I asked him to please stop and focus on why the driver was late and why there was no wifi as promised; the late arriving passenger is sitting down next to me and we are ready to go. [redacted] would not stop harassing me about buying two seats. Therefore, I requested his name. [redacted] said, oh, you are going to complain about me -- you are off the bus! I again told him to please leave me alone. (The station mgr was on vacation.)The next thing I knew GH demanded that I leave the bus and that I take a later bus at 1pm which made me arrive past 5pm. I intended to travel March 13 and return March 14, but due to GH's wrongful and deplorable conduct, I had to stay in SF until Monday March 16, 2015 to pickup my new laptop. I am seeking reimbursement for two additional nights at a hotel, etc.Furthermore, per GH policy, I have tried in good faith to resolve this with the station mgr. Unfortunately, the Reno station mgr. of 25 years, Ms. [redacted], appears burnt-out and will only pass the buck to the corp. office. I telephoned the corp office 6x today and was on hold for hours but could not get a supervisor to resolve this. Please investigate. ThanksDesired SettlementI am requesting a refund of my ticket of March 13, 2015 and reimbursement for the two additional nights in a hotel. A written apology signed by the station mgr. and [redacted].Business Response Previous to this response this office received this complaint from Ms. [redacted] by telephone. The same complaint was documented and forwarded to Driver Operations for review. Our agents offered to refund Ms. [redacted]'s ticket but she requested a supervisor for additional compensation. Ms. [redacted] was advised that a refund of her ticket is the most we will compensate. The compensation was offered as a gesture of customer service. We have investigated this incident and a report was filed the same date as the occurrence. Ms. [redacted] was occupying two seats including having her belongings on the second seat. The bus was full and she was asked to remove her belongings. The report shows she became irate. Another statement shows Ms. [redacted] threatened staff with their jobs and making racial remarks. Ms. [redacted] chose to get off the bus once inside the station she became more agitated and started yelling and threatening the customers. This is when the staff informed Ms. [redacted] if she continued they would call 911. Ms. [redacted] left the station but returned later and took a later bus. The manager of the station was away on vacation when this occurred but a report was filed by the manager on duty and statements were taken. When the manager returned from vacation she attempted to assist Ms. [redacted] but again Ms. [redacted] became very aggressive. Greyhound strives for 100 percent customer satisfaction. However, we have taken a stance on aggressive behavior. To secure our customers and employees we do not tolerate any aggressive actions. Additionally, the ADA Department does not permit customers to occupy two seats so that they can elevate their legs or feet. We do not deny any resonable request for assistance, but we cannot allow customers to lay in the seats, put their legs across the seats or elevate their legs because this is not a safe practice them or the other passengers. Please let us know if you have any questions or need additional information.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have been out of town. I need another 10 days to respond. Thank you.Final Consumer Response Greyhound's April 20, 2015 response to my good faith Revdex.com complaint is not only false & inaccurate but also libel. Furthermore, I am a disabled passenger which may elevate GH's March 13, 2015 deplorable unlawful conduct & their subsequent April 20, 2015 libelous statement to a hate crime. Moreover, I have several documents which I would like to attach to my good faith remarks here--and I intend to contact Revdex.com on March 13, 2015 to submit the additional evidence corroborating my remarks here.1. My initial complaint to GH was made in-person at the GH station on March 25, 2015 to the station mgr. Ms. [redacted], not over the telephone. Where I calmly attempted to find a resolution with her, but Ms. [redacted] was in no mood whatsoever to perform her duties. Moreover, on March 26, 2015 I followed-up via email regarding our March 25, 2015 in-person meeting where I followed GH protocol to request a resolution at the station.2. Furthermore, on March 25, 2015 Ms. [redacted], station mgr., could not locate any documentation whatsoever regarding the wrongful deplorable sadistic conduct of the GH staff of March 13, 2015 wrongfully removing me from the bus causing me pain, humiliation and a substantial loss of funds. In fact, Ms. [redacted]--station mgr. told me then that she would need to take statements and investigate my complaint because she had no information regarding the March 13, 2015 deplorable conduct of her staff. When I requested on March 25, 2015 that she provide me with those statements after her investigation, she absolutely refused. Furthermore, Ms. [redacted] was impolitely, rude, condescending and snarky at all times when I tried in good faith on March 25, 2015 and March 26 ,2015 to resolve this entire matter with her which is GH's policy: resolve customer service issues at the station, which is exactly what I did as a professional, I followed GH protocol on March 25, 2015 and at all times before and after this unforgettable nightmare.3. I never became irate, aggressive, yelling, or threating. I did request reasonable accommodations & adequate customer service, which included my request of the name of the GH employee who was harassing me. When I made that request of the harassing employee, I was wrongfully removed from the bus by that deplorable menacing GH employee, who I later found out was [redacted].4. I did not threaten GH staff with the loss of their jobs and making racial remarks, although [redacted], [redacted], the bus driver and the station manager ought to be removed from having any public contact with passengers at the very least, as they are callous unlawful and inadequate in their present positions--and most likely they should not be allowed to continue to work at GH at all, as additional training probably would be inadequate. Regarding racial remarks, I realized after the deplorable March 13, 2015 wrongful removing of me from the bus, that all the persons involved in that decision were of a different race than me, which leads me to reasonable assume that their conduct was likely racially motivated and/or bias against a disabled passenger.5. After being wrongfully removed from the bus--which GH did by wrongfully threatening to call the police because I requested ADA accommodations and asked for the name of their menacing employee -- [redacted], I entered the bus station and I was assaulted by a woman who appeared to be the mother of a late-arriving entitlement-issue male passenger who I sat next to briefly onboard the bus. My best guess GH gave that out-of-control woman libelous information regarding my wrongful removal from the bus. I considered calling the police on this over-the-top, misinformed yelling assaulting and threatening woman, as I had no way of knowing what she may do next -- as her unlawful in-my-face tirade was horribly freighting--and GH did nothing to stop this assault. Fortunately, I was able to able to keep my composure and safely remove myself from her bizarre & unlawful conduct.6. When I subsequently went to the ticket counter to seek information on alternative ways to immediately travel to San Francisco to meet my substantial professional and personal obligations & duties (e.g., I sought [redacted] info) -- I calmly and quietly attempted to take a photo of GH staff member [redacted] who was the main perpetrator of this extremely upsetting, humiliating wrongful and financial costly ordeal, which I still have nightmares of. This agitated GH staff member [redacted] who became very upset when I tried to use my cellphone to photograph GH staff member [redacted] -- and she threatened to call 911 if I did not put my cellphone camera away. I subsequently put my cellphone camera away and quietly limped away from the station--horribly frightened and in a state of shock over GH's miserable outrageous unlawful conduct and deplorable conduct on the bus and in the bus station which was a complete disregard for the public & and disabled passengers.7. My hands and back (and ankle) are disabled; therefore, this is the most that I can type at this time. My initial desired settlement is firm, as my request is very modest in comparison to the abuse and wrongful treatment that I experienced with GH. I intent to contact Revdex.com on May 13, 2015 to follow-up with additional documents and information.