Krapf’s Coaches

We selected Krapfs Coaches to provide shuttle bus services for our wedding guests between the hotel and the reception venue in May 2014. We selected them based off of their online reviews; however the service we received was terrible.
The driver was scheduled to arrive at the hotel at 4:50pm and at 4:45pm we received a call from the driver saying that he was stuck in traffic on I-​76. The reception started at 5:30pm, however the driver did not arrive until 5:45pm. To make matters worse, the bus’ AC was not working, so the driver had opened numerous windows to keep the bus cool. This created another problem as there had been scattered storms that day so many of the seats were wet. The guests who had relied on the bus did not arrive to the reception until 6:10pm, missing most of the cocktail hour.
As if the situation could not get worse, at the end of the evening the driver did not want to make multiple trips, as indicated in our contract, to transport the guests he had shuttled earlier in the evening plus the wedding party (including my bride and myself). We let the driver leave with the guests, and had a couple of family members transport the wedding party back to the hotel.
Krapf’s Coaches’ website promises a meticulously maintained, modern fleet with professional drivers. Unfortunately we received neither a meticulously maintained vehicle nor a professional driver. Being late due to traffic on I-​76 is no excuse as there is regularly traffic on that road. Another route should have been taken or the driver should have allowed for more travel time. Regarding the vehicle, if the AC was not working they should have used another vehicle that was working properly.
After the wedding I had a conversation with one of their managers. To Krapf’s credit, everyone I spoke with in their sales/​management office was courteous and professional. After informing them of the service we received, they issued a 50% refund, which was appreciated however it could not make up for the terrible service nor the frustration and stress we experienced on what is supposed to be one of the happiest days of our lives.