Coach hire

[desktidy100]

A few months ago,

I had a large family function (a very large one!),

which needed me to transport guests from a to b.

I hired the services of a local coach company.

 

Their executive coaches seemed ideal - coffee making facilities, tv, radio, dvd, toilets.

 

The website showed new fleet (no more than one year old) and seeme truly "executive".

 

I entered into a contract with them to supply me with three coaches.

The total cost was in the region of £6,500.

I paid a deposit via bank transfer and then the balance four weeks prior to the event.

 

On the day, I was disappointed no end.

They sent three coaches which were almost 10 years old

- worn and tired looking interior, dvd players not working, poor climate control etc etc.

 

I complained, but the company stated that they do not guarantee fleet (but this is not on any terms and conditions)

and all three coaches had the facilities advertised (which they did not).

They also claimed that it is not possible to have every coach shown on the website.

 

The website only has the spanking brand new coaches.

There is no mention of the old fleet.

Do I have a claim against the company?

I have written to them three times outlining the same issues but they maintain their position.

Thanks in advance

[renegadeimp]

You should have been concerned when they wanted a deposit by bank transfer and not debit/credit card.

[dx100uk]

did you pay any part by any type of card?

 

the sad thing here is they didn't actually guarantee anywhere the fleet.

 

as with all businesses they will portray the best to sell.

 

you are indicating the specs were not as advertised

but if this was specifically not in your contract

little can be done.

 

however, if there were serious shortfalls

then trade descriptions may play a parts.

 

dx

[raydetinu]

miss representation, maybe a point!.

Did they say anywhere what age the vehicles were, implied?

by saying new executive vehicles or just rely on the photos ( how many vehicles shown ).

did they say they had seat belts?

might be worth checking how many they actually own and what age?

can you post up a link to the web site, or just the name?

[desktidy100]

Thekingsferry.co.uk

 

I did not pay anything with a credit card.

 

I have evidence of the actual fleet in videography/photos.

[raydetinu]

had a quick look,

 

site does not specifically say what year or standard of coach,

 

however for each type they do give a standard of equipment and services that should be provided

and if these were not available then you should get a proportionate refund.

 

You always have the option to take them to court,

but first you need to write to them asking for the amount you would accept as compensation

and detail the shortfall it what was supplied in terms of amenities and/or service.

[ploddertom]

Their Operators Licence says they have a llicence for 100 vehicles. According to the website they have several standards of vehicles for hire - did you ask for a particular class of vehicle?

[desktidy100]

Yes, i booked the executive range. When you click ok this section, it shows the new vehicles.

 

Is this what you mean by class?

[renegadeimp]

If you booked the executive range, then thats what they should have given. If it wasnt availiable, then they should have notified you in advance.

 

have you checked to see if the coaches you actually got were part of the executive range?

[desktidy100]

Yes I have checked. They claim that the old fleet is part of the executive range.

 

I am disputing the images they provide give a false picture of what one actually gets.

[renegadeimp]

the images would simply be explained as general advertising. Same as mcdonalds advertise a fully loaded burger, yet when you get one it looks NOTHING like what is on the pics, although it still is a big mac, or quarter pounder etc.

[desktidy100]

But I have also seen reports/justified complaints about food not looking like the photos.

 

In fact, BBC Watchdog did a very good report on ready meals and how they were portrayed on the packaging and the mush that one actually gets after its microwaved.

[raydetinu]

IMHO I don't think you will get anything, except maybe for services or amenities that were not provided.

However no harm in trying, depends on far you wish to take it. Not worth going to court just for the age of the vehicles!

[TimoSapp]

Firstly,

the Internet is an excellent sales tool which lets the advertiser create the best possible image of the company

& YES they will show their best Coach with all the mod-cons to impress you.

 

You should always view the product of this type & cost before you enter into a contract paying the total up front is bad practice.

 

However lot of companies are now using this method liking buying a car, new kitchen or holiday

you normally are forced into paying up front if you want that product, this is because the company want to safeguard their money

before providing their product or service to you.

 

I have had dealing with numerous Coach companies & most of them have poor cash flow & move around a lot,

their coach fleets are normally long in the tooth with the exception one or two new coaches.

 

It is worth noting that many local bus companies have coach fleets & they value their name so normally give you what you want.

 

If you are dealing via the web try a direct approach going to their premises & confronting the MD face to face.

 

May I advise you NOT to be to aggressive but give him / her a formal letter informing them what you want from them in a constructive manner

before you consider escalating the issue with the local media etc.

 

Make two copies of your letter & get a signature for the receipt of the original latter, that will clearly demonstrate that you mean business.

 

It is clear that you feel disappoint with the service you have paid for up front & rightly so

put your disappoint to them supported by letters of complaints from your three coach full party who may well share your views that's 150 dissatisfied customers?

 

Good luck & be as in LAW - REASONABLE.

[desktidy100]

Fantastic response. Many thanks

[desktidy100]

Just one more thing - can you direct me some laws which I should quote ?

[TimoSapp]

Hi desktidy100,

Cannot advise on which LAW would apply but companies do not like negative media attraction which will always put them in a bad light with the general public.

Consider posting a softly worded review on the coach companies website or local coach review site & make this a point in your letter of complaint.

I have had many years in front line customer service & always found that I responded best to the customers who were reasonable about the issue in hand, remember its the company MD who controls the Refunds NOT the depot Manager - go to the TOP.

WIN the person then WIN the case.

[letsmakeamark]

Kings ferry is now owned by national express. Get in touch with them and see what they say. also link them to this thread. Works. Try it.

 

Kings Ferry sold to National Express

 

NATIONAL Express has purchased Kings Ferry, the Kent based coach company founded by Peter O’Neill. The deal is valued at £8million. Kings Ferry provides commuter coach services in London and the south of England, alongside a prestigious private hire and holiday tour business. It operates 75 coaches, employs 110 people, and is based at modern premises just outside Gillingham.

 

For NatEx the acquisition strengthens considerably its presence in the London commuter market. Kings Ferry’s commuter coaches carry 1,300 people daily. Kings Ferry, which was set up 40 years ago, has a fleet of 75 vehicles and over 110 employees and is based near Gillingham, Kent.

 

Last year Kings Ferry produced a profit of £700,000 on a turnover of £10million.

 

NatEx group chief executive, Richard Bowker, says: “We are delighted that a high quality business like Kings Ferry is joining the group. Its coach services provide a vital service to many commuters in the south-east and this is a market we believe has considerable potential.”

 

Peter O’Neill is retiring while his son, Steve, who has been running the business as managing director, remains with the company.

 

www.nationalexpressgroup.com

 

Original link here : http://www.busandcoach.com/newspage.aspx?id=1680&categoryid=0

[desktidy100]

Very useful info. Thanks again