Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of **** I moved from ******* to ***********, and shipped roughly 30 packages through Greyhound Package Express. The packages trickled in a few at a time over a period of several months. 3 packages never arrived at all, and a 4th arrived open and almost empty of contents. Moreover, I had to make repeated trips to the greyhound station to see if packages had arrived, because nobody would ever call and tell me when packages had arrived. I filed a claim with Greyhound, which was itself a difficult and time consuming process. After one of the missing packages arrived, Greyhound informed me they were cancelling the claim. At this point, they stopped responding to my emails about the remaining undelivered packages. To date, I have never received any compensation for any of the luggage, which was insured up to $1000. Greyhound continues to not respond to my emails.

  Business Response

  Date: 08/28/2023

  Dear Customer, 

  
  Attached is your final release letter in regard to your claim that was filed with our company. Please return the final release letter to ** signed to complete the claim, also please verify your mailing address on the release letter. 
  
  **Greyhound Package Express ended its shipping operation on September 30, 2022.

  Regards,
  
  Greyhound Lines

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20457510
  
  I am rejecting this response because: *********** is only providing compensation for one of the claims (1 lost bag), there are still two outstanding claims for other lost articles that they have not addressed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allow me to provide you with a brief overview of the situation. On May 23 2022, as I relocated from ******* to *******, I opted to utilize Greyhound Express **************** to transport a large piece of luggage to my new home, as an alternative to carrying it on the plane. This luggage contained a substantial amount of clothing and electronic devices, with an estimated value of approximately **$1,800. According to the Greyhound clerk, the expected transport time is roughly 3 weeks.Regrettably, despite my effort, I never received the said luggage during my time in *******. I diligently contacted Greyhound over the phone on a dozen of occasions and even visited the local Greyhound station until August 2022, yet I received no serious or committed assistance or resolution to my predicament. Their tracking portal kept indicating that my luggage was checked or scanned in *********** in the last week of May for the last time, and it didn't show any further update. At first, I had given up on claiming a refund. However, after 11 months, I came across online posting from other customers of Greyhound Express **************** who were in the same situation as mine so I decided to file a complaint with BBB to pursue a full refund.

  Business Response

  Date: 06/08/2023

  Dear Customer,
  
  Thank you for reaching out to us. Greyhound Package Express ended its shipping operation on September 30, 2022.
  
  Regards,
  
  Customer Support
  *************************************************************************************************************

• Initial Complaint

  Date:12/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19th, 2022, I shipped 8 packages with Greyhound Express from ************, ******* to ***********, *********. Four of the packages never arrived. I opened a tracer and filed a claim for my lost packages with Greyhound Express. On October 28, 2022, they sent me a Final Release Letter stating that as a result of my claim (lost packages), they would reimburse me $764.84 and that the check would be delivered within 21 business days. On December 6, 2022, I contacted the Greyhound Express email address inquiring about the status of my claim (refund) check. They informed me that the check had been mailed on November 4, 2022. I told them that I never received the check. They informed me that I could send them a voided check and a completed ACH/EFT form to have the settlement amount (refund) deposited into my account. I provided them with the requested banking information and ACH/EFT form on December 15, 2022. As of today, December 29, 2022, I have not received my refund. I have sent multiple emails to the Greyhound Express **************** email and the ******************** Accounting email addresses. I received an email on Monday, December 26, 2022, stating that the money would be deposited in my account by today. I still have not received the money and their are no pending deposits from Greyhound on my account. I can include copies of the Final Release Letter and correspondence between myself and the Greyhound Express **************** email agents. This has been dragging on for nearly 6 months. I am also concerned about the lack of transparency with Greyhound Express ***************** Whenever I receive correspondence from them, there is never a customer agent name or number included in the email. The agent's sentences are often grammatically incorrect and I worry that I am being scammed or taken advantage of. I could literally be talking to anybody and that is very concerning.

  Business Response

  Date: 01/17/2023

  Our ********************* verified that the payment was made to this customer's bank on 01/04/2023. They are not being scammed and have been speaking to a Greyhound representative. 

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two packages were dropped off at the ********* terminal on Friday, Sept 9th. The ShipTrack shows a request was created the following Saturday, Sept 10, headed for ******* (************************************************************ 85034).After that, they disappeared. **************** told me to wait, nobody picked up the phone at any Greyhound station - nothing.Since then, I have had only one good contact: Ms. ****************************** She put a tracer on my missing shipment and received word that it had left ****** on Nov. 22 at 2pm on Bus ****. It never made it to *******. Greyhound closed the line/office for handling this issue on Nov. 30th.Outside of that, **************** by email is worse than useless: telling me to get in contact with 'the Station' directly. This is hard when nobody is answering phones, and most lines redirect to an outsourced ticketing center.Eventually, I hired concierges (multiple times) to walk into stations to try to talk to someone (anyone??). ************ eventually followed-up, but in ****** an agent named *******(?) blew off my request for info, refused to speak with me, and just handed my concierge a card for the Greyhound 'Help' page (in Spanish).I ultimately filed a claim through a link sent by *************************, but now the ***************** is just sending me canned messages telling me that Package Express stopped operations.I filed my claim within 120 days of the shipment. I paid for ********* insurance. I supported my loss of ~$1000 of items with receipts. I want my package, or I want my insurance claim to be honored and my shipment charges refunded.

  Business Response

  Date: 12/15/2022

  Dear *****,

  Attached is your final release letter in regard to your claim that was filed with our company. Please return the final release letter to ** signed to complete the claim, also please verify your mailing address on the release letter. 
  
  **Greyhound Package Express ended its shipping operation on September 30, 2022. 
  Regards,
  
  GPX Claims Department
  **************************************************************************** | Fax: ************

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 9th 2022 I took a bus from ******* ***** to ******** ****** I checked three bags on to the bus which I paid for excessive baggage I also traveled with my service dog which I requested assistance moving my bags from bus to bus I witnessed my bags being put under the bus at the ******* Station that was the last time I seen my bags we made several stops including a few 1 hour stops for bus cleaning I became aware of my lost luggage in *********** when I arrived at my destination I continued looking for my bags I went online filled out the Lost luggage claim form but still no luggage has been found I received a few generic emails stating there was no update on my bags the customer service number I've called are either disconnected never answered or the representative says they cannot assist me with baggage claims I have since went back to the ******* Station where they were unable to offer me any assistance or what steps I needed to take to resolve this matter I had quite a bit of money invested in the belongings I had packed in my bags and it seems very unfair and unprofessional that my belongings just disappeared Without a Trace I have done everything in my power in order to locate my bags but without any help from Greyhound finding my stuff will be impossible I will include a screenshot of all of the information for my luggage including confirmation number of my ticket and receipt of excess baggage paid

  Business Response

  Date: 11/10/2022

  
  Dear Customer,
  Thank you for contacting us regarding the problems you encountered with our Package Express service. Customer satisfaction is the key to our success. We take great pride in our service and depend on people like you to let us know if we fall short of your expectations. I am sorry we fell short of this goal.
  Please provide us with your Greyhound Package Express busbill number. If you did not ship a package with Greyhound Package Express please send us ************ number?
  Thank you for your patience and assistance.
  
  Greyhound ****************

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *************************************************

• Initial Complaint

  Date:10/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped 2 boxes off at the ******* greyhound station on September 22nd 2022 I was told at the time that my packages would arrive between 10 and 30 days.. Since I have I've shipped the packages they have not moved from the ******* station there is no additional tracking that's been provided and there's and there's no way to get ahold of anyone at greyhound All of the numbers are non operational foperational for greyhound tracking expressI dropped 2 boxes off at the ******* greyhound station on September 22nd 2022 I was told at the time that my packages would arrive between 10 and 30 days.. Since I have I've shipped the packages they have not moved from the ******* station there is no additional tracking that's been provided and there's and there's no way to get ahold of anyone at greyhound All of the numbers are non operational for greyhound tracking express. I have several pairs of shoes that were shipped as it was the cheapest method for me moving across country along with cosmetics and other household items that will have to be replaced. This is completely unacceptable that the package has not even left the station and I can't get a hold of anyone to find out where it is at

  Business Response

  Date: 10/18/2022

  Dear Customer,
  
  In regards to your open tracer with our department,  the shipment is currently on hand at the final destination (*******, **) and available for pick-up by the recipient.
  
  **Note: Storage fees incurred on the 5th day after notification of arrival, not including Saturdays, Sundays, and holidays. A charge in the amount of $10 per day will apply until the shipment is picked up after 30 days the shipment will be sent to our unclaimed warehouse. 
   
  Regards,
   
  Customer Support
  **************

• Initial Complaint

  Date:09/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6, 2022, Greyhound Package Express picked up 11 packages from my address in *******, ********** to be delivered to there Station in *********, ********. All the packages were confirmed in an email from them on July 11, 2022 after a total payment of $864 + insurance. Per their website, I am supposed to receive my packages within 10 business days from the drop off date of July 6, 2022. As of today, September 25, 2022, 3 months (90 days) later, I am still yet to receive one of my packages. I have called Greyhound Package Express multiple times and even been to the pick up station at my own expense at lease 5 times and I have neither received my package nor received any time of direction as to where the package is nor when I will receive it. I tried to file a claim and I receive a false notification that the package was at the station of which I went the following day and was told the package was not there by a staff (********************). I let the claim department know and I received no response on this. I also sent a follow up on my claim and I received another false response that no claim was submitted which I have proof of submission via email. At this point, I am extremely disappointed and saddened by the loss of my package, the service and the constant run around and I will like the claim payment for my missing package and the shipping cost immediately from Greyhound Package Express. The box held all of my kitchen items and I have been depressed at all this and being forced to buy new items everyday which is an unnecessary expense that I cannot afford right now.

  Business Response

  Date: 09/26/2022

  Dear Customer,
   
  This letter will acknowledge the receipt of the claim you submitted regarding your loss of express shipment transported under waybill ********** was received by our company on September 25, 2022.
   
  In accordance with the Bus Industry tariff regulations, we are permitted sixty days, from the filing date of your claim, in which to search for delayed or missing Package Express shipments.
   
  At this time, your claim is still being reviewed. This file is scheduled for final review on October 30, 2022. 
   
  If your address has changed since the submission of your claim, please forward your change of address in writing to our email address as shown above.
   
  We sincerely apologize for any inconvenience this has caused you.
   
  Sincerely,
    
  Customer Support
  **************
  ******************************************************************************************************************************************************
   

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had 3 shipments lost with Greyhound Package Express within the last 4 months. My first shipment #********** was sent from the **********, ***** Terminal with the final destination being **************, ****. The ********** Terminal sent it out knowing Greyhound had freight service to **************, ****, but since then they have terminated service to ***. With many hours (10 hours to be exact) of contacting customer support with no luck we were able to make headway by doing a little of our own research and found the shipment back at the ****** Warehouse where it still remains today. We were told a *** Label has been made, but it still remains on the dock in ******. This headache has been going on for 4 months, while Greyhound sales you 7 to 9 business day service. I do realize Greyhound will be terminating their freight service this month, I can see why....The next two shipments that have been lost are more recent. I shipped 2 chairs to ********, ******** #********** and #********** on September 7th and have been in contact with customer support with no luck and the same answers. The Trinidad Terminal has been called several times by us and customer service, they answer their phones. However, the transfer stations at *********** and ********, where I think the shipments are sitting, don't seem to answer their phones or emails. These shipments are officially lost because they never arrived to their final destination. I'd like to have these issues resolved by Greyhound and see these shipments arrive to their final destination, the service that has been provided has been very unsatisfactory and Greyhound has not been able to stand behind the service they provide.

  Business Response

  Date: 09/26/2022

  Dear Customer,

  In regards to your complaint, tracking number 3090255531 was delivered to the customer's door on 09/23/2022 via *** (tracking number 1Z2024A80330184064), this package was never in our Dallas ********** We are currently tracing your other two shipments and will update you once we have more information.

  Regards,

  Customer Support

  Customer Answer

  Date: 09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/27/2022

  From: *********************** <***************************>
  Date: Mon, Sep 26, 2022 at 8:44 PM
  Subject: Closed Complaint
  To: <***************************************>
  
  
  

  Hello, thanks for your help with trying to resolve my complaint. I'm not completely satisfied as the issue is not resolved yet and I didn't mean to answer that I was satisfied, my complaint number is ********. I'm sorry, I didn't mean for the complaint to be closed. In the reply Greyhound did in fact finally deliver my item after almost a 4 month period of waiting for it, but it was damaged beyond recognition. We will be filing a claim for the damages. The other two shipments are still lost and undelivered. The other two lost shipments are just a repeat of the 1st complaint, but I'm hoping for a better outcome. If you can open my complaint file back up I would really appreciate it.

  
  

  Thanks,

  ******

  Business Response

  Date: 09/27/2022

  We received the damage claim from ***************************** on September 26, 2022. She will receive resolution by October 26th. 

  We will continue to search for the other two packages. 

• Initial Complaint

  Date:09/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We dropped off a package on Sept. 1, 2022, at the ***** Greyhound station headed to ******* Greyhound station. It is now Sept. 14, 2022, and the only information the tracker shows is that it was scanned on September 2, 2022, with no location or bus number associated with it. No one at the ***** station has picked up the phone, and headquarter cannot locate the item either. No one knows where our package is, and it's practically untraceable.

  Business Response

  Date: 09/30/2022

  Dear Customer,
   
  This letter will acknowledge the receipt of the claim you submitted regarding your loss of express shipment transported under waybill 3090359020 was received by our company on September 14, 2022.
   
  In accordance with the Bus Industry tariff regulations, we are permitted sixty days, from the filing date of your claim, in which to search for delayed or missing Package Express shipments.
   
  At this time, your claim is still being reviewed. This file is scheduled for final review on November 11, 2022. 
   
  If your address has changed since the submission of your claim, please forward your change of address in writing to our email address as shown above.
   
  We sincerely apologize for any inconvenience this has caused you.
   
  Sincerely,
    
  Customer Support
  **************
  ****************************************************************************

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped four of my packages containing household goods as I was moving from ************* to ************. I shipped on august 8 and 14 business days were estimated which meant 25 august. It is 12 September today, more than a month since the packages were shipped and my packages are still lost. The service is appalling as I have been calling every two days and no one is able to help me. I would like my claim to be refunded as I have to essentially buy all the goods I need again and I want to receive my packages without any further delay.

  Business Response

  Date: 09/20/2022

  Customers remaining 2 pieces arrived today at the final destination and will be delivered to the customer. We have called and notified the customer of her shipments arrival.