My report involves a bus trip I took with Greyhound with the following schedule information:
Departure: Fri. July 21 1:15 PM Atlanta, GA
Arrival: Sat. July 22 9:50 AM Jackson, MI
This report involves my Sony VAIO PCV-W30 personal computer, which was securely contained in its original packaging when it was weighed in at the Atlanta station. Please note that, at this point, I inquired as to whether I should purchase any additional insurance for this item and was told that, because it was well-packaged, it wouldn't be necessary. Please also note that the baggage claim sticker was attached to the box directly over the tape which was keeping the box closed.
The trip commenced through several of its expected stops without incident. At each stop I claimed my belongings and brought them to the bus I would be riding for the next portion of my trip. I am certain that, upon boarding the bus in Louisville, KY (which was bound for Cincinnati, OH), my computer was still securely contained inside its box.
In Cincinnati, however, things were done a bit differently. This time I was not required to claim my belongings, as they were to be transferred to the appropriate bus for me. However I had little concern, as I could plainly see that there were no passengers in the loading area, and the bus driver was monitoring the employees who loaded the baggage onto the bus. When they were finished, the driver boarded, and we departed for Detroit, MI.
When we arrived in Detroit, I went to claim my belongings in order to transfer them for the final leg of my trip to Jackson. However, when my computer box was pulled out of the cargo hold, I discovered that the tape had been ripped open and my computer had been removed.in a panic I asked a worker to check the cargo hold, but the only thing he could find were some of the packaging peanuts used to protect my computer.
I immediately approached the bus driver to ask him if he had seen anything, to which he responded by laughing at me and saying, You think I stole your puter? I informed him that I was not accusing him of stealing anything; however I had seen him monitoring the people who placed the box on his bus, and I know that they would not have allowed an empty box (with its contents spilling out) to be transferred from one bus to another. He continued to laugh at me until a security guard approached us and directed me to a customer service associate.
I explained the situation to the employee (as well as several others who were listening, nearby) who explained to me the procedures for filling out a claim form for lost or damaged items. I told her, however, that my item was neither lost nor damaged; it had been stolen by a Greyhound employee. Unfortunately, I did not have enough time to settle the matter in Detroit, because my bus was about to depart for Jackson. The associate told me that I could submit all of my information when I arrived at my final destination; however she would not provide me with the name or badge number of my previous driver. (Please note: When I explained my situation to several Greyhound employees in Detroit, they all agreed that It had to be a Greyhound employee who took it anyone else wouldn't have left the box behind.)
Since then, I have completed every form, followed every procedure, and provided every bit of information that Greyhound has required me to do in order to get reimbursed for my loss. However I have received nothing but TERRIBLE customer service in return.
Each person I talk to tells me a completely different story, they have lost my paperwork several times, and they have basically given me the run-around for three months now. I was assured a resolution by October 19th - and that date has come and past without any contact from them. That is why I am submitting my complaint to Usa Consumer Complaints.com.
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