Storer® San Francisco

Storer® San Francisco, operating as Storer Coachways, is a transportation company with a significant and long-standing presence in California, tracing its family-owned roots back to 1952. While listed as a travel agency, its primary business is not planning itineraries but providing the physical means of transport. The company specializes in a wide array of transportation services, positioning itself as a key operator for charter bus rentals, school transportation, and corporate shuttles rather than a conventional trip-planning service. Located at 300 Toland Street in San Francisco, the company operates on weekdays from 7:00 AM to 6:00 PM, remaining closed on weekends.

A Legacy Built on Transportation

Founded to transport special needs children, Storer has built a decades-long reputation, growing from a small local service to a major operator with a large fleet. The company has received multiple national awards over the years, including the United Motorcoach Association (UMA) Vision Award in 2016 and the 2024 School Bus Contractor of the Year award, the first time a California company has received the honor. Their history is notable, with milestones like creating the first wheelchair bus in California in 1967. Storer's website and official materials heavily emphasize a commitment to safety, highlighting an impeccable safety record, a rigorous driver training program led by Certified School Bus Instructors, and never having failed a terminal inspection. This self-portrayal as an industry leader in safety and reliability forms the cornerstone of their brand identity.

Scope of Services

Storer Coachways offers a broad portfolio of services catering to diverse client needs. Understanding these offerings is key for any potential customer assessing if this provider is the right fit.

• Corporate and Employee Shuttles: A significant part of their business involves providing commuter shuttle services for Bay Area companies, offering amenities like Wi-Fi to create a productive travel environment.
• Group Travel and Charters: As a nationally recognized charter service, they cater to a variety of private events, including weddings, wine tours, family reunions, and team travel. Their experience with large-scale events is underscored by positive feedback from their service during major events like Super Bowl 50.
• School and University Transportation: Staying true to their origins, they are a trusted partner for school districts, providing home-to-school routes, special needs transportation, and field trip services.
• Public Transit and Other Services: The company also manages public transit services, including fixed-route buses and ADA paratransit, and provides shuttles for airports and casinos.

An Examination of the Customer Experience

Despite the company's long history and official accolades, a closer look at direct customer feedback reveals a starkly different and more complex picture. While some clients have reported excellent service, a significant volume of detailed, negative reviews from recent years raises serious questions about the consistency of their service quality, particularly concerning driver conduct and passenger care.

Positive Accounts

Historically, the company has received praise for its professionalism. A review from nine years ago highlights the "excellent service" provided for Super Bowl 50, suggesting that the company is capable of managing high-stakes, large-scale logistics effectively. Another older review commended their drivers as being well-trained and professional. These accounts paint a picture of a competent and reliable tour operator, capable of delivering on its promises, particularly for large, organized events.

Significant Concerns Regarding Driver Conduct and Passenger Safety

Contradicting the company's emphasis on safety, some of the most alarming feedback involves dangerous driver behavior. One harrowing account from a motorist details an encounter with Storer coach #2023 on Highway 101. The reviewer described the driver's behavior as "aggressive and erratic," claiming the bus nearly forced their car and another vehicle into the freeway divider. This was described as the closest the individual had come to a serious accident in two decades. When confronted, the driver was reportedly antagonistic, showing no remorse. For any client, especially those booking corporate travel or school trips where duty of care is paramount, such a report about a failure to ensure safe travel is a major red flag.

Another series of complaints centers on a specific driver named James, who operated a route to the Graton Casino. One customer reported that this driver consistently played loud music through the bus speakers and turned on bright passenger reading lights during late-night trips when passengers were attempting to sleep. When passengers complained, the driver allegedly dismissed them curtly. This points to a breakdown in basic customer service and a disregard for passenger comfort.

Issues with Reliability and Passenger Assistance

Punctuality and professionalism have also been called into question. The same review detailing the disruptive driver also recounted an incident where the bus from Graton Casino was nearly two hours late for its scheduled midnight departure. Upon its arrival, the driver, James, refused to allow the reviewer's nearly 60-year-old mother to place her heavy walker in the bus's storage trunk. He insisted she carry it on board, offered no assistance, and ultimately left the elderly woman stranded at the casino when she was unable to comply. This incident suggests a severe lack of compassion and a failure to provide reasonable assistance to passengers with mobility challenges.

The company's commitment to accessible travel is further challenged by another review from a physically disabled passenger. This individual attempted to use a designated ADA seat on a bus with three other such seats still vacant. The driver confronted them and demanded proof of disability. To avoid a public discussion of their medical condition, the passenger painfully moved to another seat. This experience raises serious concerns about the company's adherence to ADA principles and the sensitivity training provided to its staff.

Conclusion: A Company of Contrasts

Storer® San Francisco presents a dual identity. On one hand, it is an established, award-winning company with over 70 years of experience and a stated commitment to being a leader in safety and service. They have a diverse fleet and the proven capability to handle complex transportation logistics for major corporations and events. On the other hand, multiple, detailed customer accounts from the past several years directly contradict this image. These reports highlight deeply concerning issues with driver aggression, passenger safety, poor customer service, and a lack of empathy and support for elderly and disabled passengers.

For potential customers, this creates a difficult decision. The company's long history and industry recognition cannot be ignored, but neither can the gravity of the complaints. Those considering Storer for their transportation services, whether for a corporate shuttle, a school trip, or a private group travel event, should proceed with caution. It would be prudent to ask specific questions of this booking agency regarding their driver vetting process, how customer complaints are investigated and resolved, and their specific policies and training for assisting passengers with disabilities or special requirements. Weighing the company's impressive legacy against the serious nature of recent customer feedback is essential before making a commitment.