Our family recently held it's family reunion in Memphis with 85 people attending. My mother organized the events. The most disappointing aspect of the reunion was the bus service. She communicated several times with the management of this company, both by email and in person. In a meeting with the bus company that included my mother, my brother, myself and the lady from the bus company held in mid July we finalized our plans. We had arranged to have a 45 minute tour of St. Jude hospital. This deviated slightly from the regular city tour. We were going to skip the Peabody Hotel and the drive by of Graceland. We had researchers at St. Jude who had agreed to give us a tour on Saturday 08/06/11. We discussed this with the lady at the bus company at the meeting in July. On the day of the tour, when we got to St. Jude and were preparing for the tour, the bus driver informed us that he is about to leave. He said he knew nothing about the deviation in the schedule. Of course on Saturday the bus company is closed. . Everyone had to board the bus again to go to the Peabody Hotel to see the ducks. By the time we got there, the Peabody was so crowded that no one saw any ducks. Not to mention, the tour guides at St. Judes were disappointed as they were not even scheduled to come in on Saturday. They had agreed to to do so as a favor to us.
On Sunday we went to church. We had rented the bus for 4 hours, to take us to church and then take us back to the hotel. When church was over, there was no bus in sight. We had approximately 50 people waiting outside, while someone called the bus driver. He arrived about 30 minutes after the service. In my experience, when you rent a bus for a certain time period, the bus driver usually stays on site with the bus.
My mother called the bus company after our experiences. Of course, the bus service was paid for in advance. She said that the lady whom she had communicated with previously took no responsibility for the service. She said that she was rather rude and stated that she remembered nothing about previous conversations, as she talks to many people. Of course, we should have insisted that she put everything in writing on the day of the visit and we didn't That is our fault.
The bus drivers were cordial and courteous and other than the church incident, they were timely. However, management could have at least apologized for the miscommunication. They seem to be very defiant and not very customer friendly after the fact.
My recommendation for anyone using this company is to get everything in writing while you are at the office. As the company seems to have a short memory and their is no recourse once they receive the money.
Response from Host
Aug 2011
My name is Melvin Bledsoe the GM for Blues City Tours, after investigating this review.
The best thing about this trip advisor, is they allow both side of the story to be told.
This was one the many charter service we provide, as we always give written contract.
We know she said that her request was not in writing, so she had a copy of the contract.
Our driver did just what the service ask for, this may have been mis communication , not bad communication. All the stop on tour is what listed in our brouchure. The church service provided at customer request for a bus service to morning church and return .
Our bus driver had to park the motor coach in special location as told by security at church.
The customer told driver return time would be 11 am but they came out at 10 am but never
told driver.the group leader had his cell number, he was waiting on church backing parking lot , because he colud not park on the front at this mega church. Refund was denied.