ComplaintsforGrayline of San Francisco

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son and I were scheduled to take a day trip to ******** Park on July 24th. We were scheduled to be picked up at 6:10 near a bike shop. I called once I arrived at the location around 6:00 to inform them that a marathon was occurring and there was no way a BIG coach bus would be able to pick us up from that location. I was informed that I was at the correct spot and wait. An hour later the part owner appeared with a clipboard trying to look important. He tells us that our original driver hit a cyclist and has to stick around for a routine drug test. He shares with us that a smaller bus will be coming to pick us up to transfer us to Union Square. It is here that we would be able to get on a bigger bus. Two hours later, we board the bus. The driver states that he was supposed to be going to **** ***** but instead got orders to drive us to ******** instead. So we hit the road. Luckily we had a bathroom on board, however no toilet paper. About 2 hours into the drive a passenger stated that she heard something weird on the bus and thinks we might have a flat. However, we kept driving. About an hour later our bus tried to make it up a steep hill. We didn't make it, we had to reverse - this happened twice. This was when we were told that the bus was NEVER safety tested before it came to pick us up. The driver indicated he was rushed to pick us up since he was the replacement driver and that he never had time to check the bus over. They then took us to a nearby town called *********, ***. The driver told ** that a new bus was arriving in about 90 minutes, however, nothing arrived. Eventually, another employee came with a laptop to attempt to diagnose the bus's issue. We could tell something felt shady. We decided to search online for a private shuttle back to San Francisco because we were pretty sure another bus was not ever arriving. By the time our shuttle came "5:30", a new bus still had not arrived. We arrived in San Francisco at 8:00 that evening. 11 hours!!

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