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Momentum Coach Hire [MCH] / Momentum Hub / terrible service

United Kingdom
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Earlier this year we booked a number of coaches from a company called Jab Coach Hire who I now know to be trading under 2 different names Jab Coach Hire & Momentum Coach hire and I also now know that they are not actually a coach hire company they are a broker. We were taking groups of school children (primarily primary) to visit farms to pick fruit and vegetables and to learn about farming. Without exception, the drivers were either late and / or then did not know the best route to get to the destination. The worst occasion was when the coach was late and we had 45 children stood out on the street. We called the office and were told that the coach was 5 minutes away. After waiting another 20 minutes we called the office again who said that they were trying to contact the driver. We also got the drivers number. On calling the number it went straight to voicemail. We waited for 1.5 hours and no coach turned up and nobody could get hold of the driver. JAB said they had no other coaches they could send and as a result we had to cancel the trip. We emailed the office with our complaint and received an automated reply to say that they would respond within 28 days. We then called customer services requesting a refund and for another coach to be put on free of charge. The only offer they would make was that we would should pay for the replacement coach and get a refund for the one that did not turn up. Totally unacceptable service but it appears that they do not care. AVOID AT ALL COSTS - Momentum Coach Hire and JAB / JAB Coach Hire - DO NOT USE.

Sa
Sep 26, 2017

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