American Explorer Motorcoach

Write a Review480-558-0606

CLOSED NOW - Opens at 8:00am

My daughter went on a trip to the National Cheer Competition in Disneyland this week. The bus overheated once and was stalled on the side of the highway for a brief time. The bus driver, James (who I'm told was a REALLY nice guy) attempted to call Allen multiple times but received no response. The driver was able to get the bus moving again when it cooled and proceeded on with the trip. A short time later, the bus broke down again. The girls were unloaded from the bus at 2:30 pm. There was still no response from Allen when James continued to call him repeatedly. I called Allen at 5:55 pm to ask him about the situation. He answered after only 2 rings and said that he was unaware of any situation with the bus and that he would call me back. Meanwhile, my daughter's coach sent an update that another bus had arrived and would take them on to their hotel (James had contacted another driver in the area because Allen still had not answered his calls)...this was at 6:05 pm! for 3.5 hours they were stuck on the side of the road with NO support or response from the guy "running the show". Allen called me back at 6:23 to tell me that the girls were picked up by another bus and they should be fine....then it got worse...Allen said that their original bus would be used for the duration of their trip; back and forth to the competitions, and for the drive home. When I asked Allen what happens if the bus breaks down again, his reply was, "I can't tell you...you're asking a hypothetical question. I can't give you a hypothetical answer." When I persisted, he spoke over me and cut me off...he basically took ZERO responsibility for ensuring that the girls on this trip would be safe nor able to attend their competitions! When I told him that his very low level of customer service was unacceptable, he rose his voice further and continued to evade responsibility. He FINALLY agreed that, IF the bus were to break down again, he would send a replacement bus...then said, "OK?! Bye!" and hung-up on me!

My daughter, nor any of my 6 kids, nor my husband, the neighbor, my dog, nor any members of my 8,000 person church will EVER be a patron of this business again! The lack of customer service and accountability is SHOCKING!