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.