My response to Greyhound' decision to pay only $250.00 for approximately $1,200 worth of items. The claim form requested reimbursement of $595.00 since Greyhound's policy is to calculate  the depreciation value.

Mr. Veasey,

Greyhound is the most despicable and incompetent company that I have ever dealt with. I'm going to consider the advice of the Better Business Bureau who found my case to be "Unresolved." They suggested that I contact an attorney or take Greyhound to Small Claims Court. Greyhound LOST two of my bags and now you don't want to be responsible. You want to cut a check that covers the cost of the luggage, but none of the contents. Seriously, you're criminals. You're actually worse than criminals, because you jerk your customers around for months before you stick it to them. My luggage was lost at the end of July.
This $250.00 maximum liability is news to me. Why on earth would Greyhound ask me to complete a form listing all my missing items if they never had any intention of reimbursing me? Perhaps I didn't read the form thoroughly, but it should warn the consumer to stop listing their items once the total reaches $250.00. I'm truly amazed at how awful you are.

Greyhound LOST two of my bags. Greyhound LOST my bags. Do you understand? I'm only repeating this because your letter to me details the events, yet fails to interpret them.  Reread the letter that you sent to me and ask yourself if this is a fair practice? Don't spew policy to me. Your policy is a joke. How would you want to be treated if your luggage was lost?

Also, you explain that the maximum liability amount is $250.00 and then write, "However, we have enclosed releases in the amount of $250.00..." That doesn't make sense. It's saying "We can give you $250.00, however we are giving you $250.00."

I will not sign another form until I speak to my attorney. Know that no matter what the outcome is here, I'm going to warn every consumer group about your unethical practices.

Sincerely,
Theresa Bellone
 Greyhound shipping blues

Response from Greyhound.

                                                                                                  

Greyhound Package Express

                                                                                                Package Express Claims

P.O. Box 132820

                                                                                                Dallas, TX 75313-2820

                                                                                                   E-fax: 214-889-5868

November 4, 2013

Theresa Bellone

xxxxxxxxxxxxxxxx

Boston, MA  02128

Ref: 293818                                                                             BUSBILL:  xxxxxxx

Dear Ms. Bellone:

This letter serves as acknowledgements of your claim for loss of luggage covered under bus bill 3070521674.

We have thoroughly investigated this matter with intent to establish delivery or locate the goods in question; results at this writing have been negative. Should the shipment be located at a later date, you will be contacted immediately.

The Maximum liability to Greyhound is $250.00 for all baggage checked per adult ticket and $125.00 per child’s ticket. Neither Greyhound nor other participating bus carrier are responsible for the loss of or damage to baggage in excess of the value allowances. Greyhound will only be responsible to the extent of the actual loss or damage sustained based on the actual baggage at the time and place of checking, and will NOT accept any liability for unchecked baggage.

However, we have enclosed releases in the amount of $250.00, in full settlement of your claim. On receipt of these documents signed and duly completed, our cheque will be mailed in payment as you direct.  Releases do not require notarization.  Please complete by signing and provide mailing address including zip code and a signature from a witness.

The processing of this claim will be delayed until we have received your written response. Failure to respond in writing to this request within thirty (30) days from the date of this letter may result in the denial of this claim and closure of the file.

       

We sincerely regret the occurrence of this incident and any inconvenience caused.

Yours truly,

                        GREYHOUND LINES, INC.

J. C. Veasey

Claims Examiner

E-fax: 214-481-8069

Enclosure

 

                                                                                 Final Release

October 31, 2013                                                                                           FILE: 293734

                                                                                                                                                                                                                               

In CONSIDERATION of payment in the total sum of Two Hundred Fifty Dollars and 00/Cents ($250.00) to be paid by GREYHOUND LINES, INC. (Hereinafter referred to as the “Carrier”) Theresa Bellone for loss to an express shipment covered by express receipt 3070521674.                                       

I DECLARE that I fully understand the terms of this settlement, that the amount stated herein is the sole consideration for this Final Release, and that I accept the amount stated herein voluntarily in full and final satisfaction of any claims of any nature which I may have for damages or losses of any kind which were, or which may have been, caused or contributed to by the Carrier.

I AGREE to, and do hereby, release and forever discharge the Carrier, its employees, agents and assigns, from all legal and equitable responsibility for any and all actions, causes of action, claims debts, damages or demands resulting from or arising out of loss damage or delay which occurred.

I AGREE not to make any claim or to take, file or prosecute any legal proceedings of any kind against the Carrier or its employees, agents, assigns or any other person or corporation that may claim a right of contribution or indemnity from the Carrier under any statute or otherwise.  I further agree that any payment made by the Carrier to me pursuant to this Final Release does not constitute an admission of liability on the part of the Carrier, its employees, agents or assigns.

TO THE EXTENT that my claim includes a claim for damage to or loss of the property described as above, I hereby:

ASSIGN, transfer and set over all of my right, title and interest in the Property to the Carrier for its unconditional use;

ASSIGN, transfer and set over all claims, rights and choices in action of any nature which I now have (or which I may have) against any and all persons lawfully responsible, in whole or in part, for the damage to or loss of the Property; and

AGREE THAT, if some or all of the lost property listed above is subsequently found, I shall accept same in satisfaction of my claim(s) against the Carrier in the same manner as the payment referred to herein.  If all of the lost property is recovered, I will immediately refund the full amount paid to me by the Carrier pursuant to this Final Release.  If a portion of the lost property is recovered, I will refund that portion of the amount paid to me by the Carrier equal to the value of the recovered portion of the lost property.

Signed at ____________________________________this __________day o f________________________, 20________

In the presence of:

__________________________________                                            __________________________________________

(Witness Signature)                                                                            (Claimants Signature)

__________________________________                                            __________________________________________

(Print Witness Name)                                                                        (Street Address/P.O. Box)

                                                                                                                __________________________________________

                                                                                                                (City/Province)

                                                                                                                __________________________________________

                                                                                                                (Postal code)

October 17, 2013

Recap: It has been over two months since Greyhound lost two of my suitcases that were shipped from Boston to Los Angeles. I have yet to be reimbursed for the lost items. The Better Business Bureau has declared this claim as "unresolved" and advised me to contact an attorney. Do not use Greyhound Shipping. I'm continuously perplexed at their level of incompetence.

11:09AM
I phoned Greyhound's customer service call center to ask when my reimbursement check will be issued as it has been approximately 60 days since I submitted the reimbursement form. I spoke to Helen. She informed me that the Claims Department didn't received the fax until September 24, 2013 and that Greyhound has 30-60 days from that date to process the claim. I'm again amazed at this company's grotesque ineptitude.  I explained to Helen that I hand delivered the form to Paul at the North Hollywood Station on August 18, 2013 and that Paul assured me that the form was faxed immediately. I further explained that Paul had to fax it again in September because the Claims Department misplaced or never received the first fax. Helen said that the Claims Department will use September 24th as the submission date. I insisted that Greyhound accept August 18, 2013 as the submission date since that is the date that I handed it to a Greyhound representative and that I should not be penalized for yet another one of Greyhound's mistakes. She told me to call Paul to confirm that date that it was faxed. She also said that customer's enter a date on the form and do not submit it on that day. Basically she called me a liar. I know that I dropped off the form on the same date that I completed it.


11:20AM (Approximate time)
I visited the Greyhound office in North Hollywood and spoke to Paul. He doesn't have a transmittal form that he can give me to verify the date that he faxed the form. He said that when he faxed it a second time, he wrote "Second Submission" on the fax cover sheet.

12:05PM
Again I phoned the customer service number and asked for a supervisor's name and phone number. The name and number I was given was Kimberly Buchner.

12:09PM
 I phoned Kimberly Buchner nd left a detailed message on her voice mail. I'm awaiting her response.

October 10, 2013
Rebecca hasn't returned my call. I phoned Greyhound and spoke to Aneie who checked the database for notes. She repeated the same notes to me and said that she had no additional information. Aneie guessed that Rebecca is waiting for a call back from the Los Angeles manager. It appears that Greyhound employees don't bother to return their coworker's phone calls either.
Aneie tried to contact Rebecca while I was placed on hold. Rebecca was on the phone with another customer. Aneie will send Rebecca an email asking her to contact me.

October 8, 2013

Email to the Better Business Bureau:

Mr. Stallings,

Thank you for your assistance. I was going to email you today to inform you that the refund for the shipping cost was received over the weekend. This resolves one of the issues.

Regarding the second issue of the reimbursement check, Greyhound claims that they are allowed 60 days from the receipt of the reimbursement request form to attempt to locate my suitcases before they are required to issue a reimbursement check; they have until Oct 19, 2013 to locate my luggage. I haven't heard from them, so I'm assuming that they are searching vehemently to find my missing items. I wish you could keep the case open until the end of October 2013. This will allow them time to process and issue my reimbursement without me having to take an further action.

Thank you for your help.

October 8, 2013

Email from the Better Business Bureau:
On 10/08/13, Better Business Bureau<dallas.bbb@bureaudata.com> wrote:

 

Complaint ID#: 91265389
Business Name: Greyhound Lines,Inc.

You have indicated from your Customer Response that youwere not satisfied with the Company Answer in your complaint case. Because of this, we have conducted a case review which includes all ofthe available documentation contained within the Original Complaint,the Company Answer and the Customer Response.

Based on thisreview, we have determined that the company did not do all that it couldhave been reasonably been expected or been responsible to do to resolvethe issue. This case is being closed and will be reflected in ourfiles as Unresolved.

If you wish to pursue the matterfurther, you have several options.

1. You may be able to suein the county Justice of the Peace courts, commonly referred to as SmallClaims court. You will need to determine the county in which thecompany is located and call the county seat for more information. Or,check one of the online search engines to see if your county has a website, which may provide helpful information on how to file a suit.
2. You may consider hiring an attorney to assist you. If you do nothave an attorney, you may call the Dallas Bar Association ReferralService at 214-220-7444 for assistance.
3. If the company requiresa state license from a state agency, you may be able to file a complaintwith that agency. If you do not know if a business requires a license,you can access the State of Texas web site State Agency link at http:///www2.tsl.state.tx.us/trail/agencies.jsp to inquire.


Sincerely,
Lee Stallings
Director of ComplaintResolution Department

Oct 5, 2013

Check was received via US Mail.

Oct 2, 2013
I phoned Greyhound to check the status of my reimbursement check (for lost items). I spoke to Tanya who informed me that Rebecca had input notes into the database that read "Do not mail customer letter. Check with manager at Los Angeles location." I don't know what these notes mean, neither did Tanya. I asked Tanya to have Rebecca contact me.

Theresa from Greyhound left a voice mail stating that she located my refund check (for shipping cost) and Greyhound will mail it out on Oct 2, 2013. I should receive it in 7-10 business days.

Sept 27, 2013
I'm shocked. Someone from Greyhound actually phoned me. This is exciting. Theresa left a voice mail to let me know that she emailed the accounting office in at attempt to locate my refund check. She hasn't heard back from them. While my issue hasn't been resolved - I feel hopeful that I have found a competent employee.

September 25, 2013
I contacted the Better Business Bureau via their website to notify them of Theresa’s call and to apologize for suspecting that Ms. Hurndon was dishonest.

Another 30 plus mintues of my time dedicated to resolving this issue.

On 9/24/13 I received an email from the Better Business Bureau with Greyhound’s response to their inquiry.

Greyhound’s response:

Dear Mr. Stallings,

                                This letter is in response to your letter, dated September 04, 2013 concerning the above-named complainant.  On behalf of Greyhound Package Express, please accept our apology for the delay in replying to you. 

                                Please extend my deepest apology to Ms.xxx regarding her lost packages.  A refund for the shipping fees was processed on August 26, 2013 for the two missing pieces.  Please allow me 2-3 days to get the claim issue resolved.  Again I deeply apologize for the inconvenience this matter may have caused.

                                Greyhound strives for 100% customer satisfaction, and we are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel and shipping needs again. Please let us know if you have any questions or need additional information.

                                Thank you,

                                LaKonya Hurndon,

                                Supervisor - Greyhound Package Express

                                LH:cb

The BBB asked that I reply within five days. Below is my response.

As the refund check was never received at my home address I phoned Greyhound today to confirm the mailing address. I was disconnected twice. I then spoke to a customer service representative who told me that I was NOT going to receive a refund because refunds are not issued on standard shipping. This is news to me. So exactly what refund was processed on August 26th? I hate to assume that Ms. Hurndon fabricated a date and resolution to satisfy your inquiry, but I cannot come to any other conclusion at this point.

My reimbursement for my lost items has not been processed either. I was told today that Becky entered the information into the database yesterday, August 23rd over a month after the form was hand delivered to a station manager.

I will not be satisfied until I am reimbursed for shipping costs AND reimbursed for my lost items. Greyhound's incompetence continues to astound me.

Minutes after sending my reply to the BBB, Theresa from Greyhound phoned me to correct her mistake. She said that a refund of $90 was mailed on August 26th. I asked her to confirm the mailing address and she realized that they didn’t have a mailing address for me. What? I asked her to check that again. Surely my home address is on the form. She said that my home address is on the form, but the mailing address field was blank. If this is the case- why wouldn’t they phone me? This level of inadequacy is frightening. I now suspect that Greyhound hires mentally challenged folks, which is great, but they should state this in a prerecorded greeting so as my expectation is realistic. Theresa is now trying to locate the check that was cut but not mailed. She entered my current address into the database and is going to phone me when the check is found.