Alli G.
Less than thrilled
The sales representative that I worked with was Matt Buscemi… Booking our event transportation through him was seamless until it came down to communication leading up to the event. I tried calling Matt several times, a week or two before my event to go over the updated itinerary to ensure it made sense and was doable, to only be sent to voicemail and never receive a call back after leaving several voicemails. I emailed Matt multiple times before I would get a response back, which was short. Matt told me when I booked our shuttles for our event, that I would receive an email 24-hours before the event, that would include the bus drivers’ names and numbers as well as any other information that I would have needed, which to no surprise I never received… I had to contact Matt yet again at 11PM EST the night before asking for that information to get another short response almost 12-hours later, which to the point, my event had already begun… Same thing happened 2-days later, my company needed picked up and returned to Denver, CO on Wednesday. Was promised to get an email with the bus drivers names and numbers and of course did not receive ANYTHING. I decided to contact one of the drivers from Monday because I was fed up trying to communicate with Matt. I asked the driver if him and the other shuttle driver were enroute to pick us up on Wednesday morning, to find out that they weren’t assigned to service us again and got reassigned to another event, even though I was specifically told we would have the same drivers throughout the entirety of our event… Thankfully, the bus driver, Mike, sent me a separate number to call to actually get answers from the company NBC hired in… Seemed like Matt did not care about the service aspect after receiving payment for our event. Only gave 3-stars due to the bus drivers going above and beyond (April, Robert, John and Mike from Carey Limousine of Denver Going in Style, if it weren’t for them, I would have given 1 star…
Response from Nationwide Bus CharterSep 18, 2023
Dear Alli, I hope this message finds you well. I am writing to address the recent review/complaint you shared regarding your interaction with one of our sales representatives. First and foremost, please accept our sincerest apologies for any inconvenience or frustration this may have caused you. We deeply regret that you had to experience a breakdown in communication during your interaction with our team. This is not reflective of the standard of service we aim to provide, and we are committed to making things right. We have taken immediate action to address the issue and we have a thorough review. We did see many emails going back and forth between Matt and you, between 8/28/23 and 9/13/23, in which many questions were responded to. We apologize if the answers to return calls were not as fast as you would have liked them to be.We do see you made a few changes to your itinerary that had to be updated and confirmed. All updates were made and confirmed and Matt provided you both confirmations on 9/6/23. We apologize that the driver info was provided to you 2 hours before your departure and you did not have driver info for 9/13/23. We don`t always give out driver info because we have a dispatch department that handles all driver confirms etc, this is why at the time of booking we provide this info. When providing driver info it is a special request and we do apologize you received only a few hours before your departure and had this had caused you stress for your trips. In light of this, I would like to personally apologize and set up a time to speak over the telephone to go over this situation. We appreciate your business and the opportunity to make this right. Once again, I apologize for any inconvenience this may have caused you, and I thank you for bringing this matter to our attention. Warm regards, Nick Cianciaruso Director of Operations