ComplaintsforRed Coach, Inc.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a bus ticket for my elderly mother-in-law for 2/18/22 for $98.00. The bus was supposed to arrive at 4:50pm from Miami to Gainesville (ticket ********). Not only was she late by over an hour (arriving at 6pm), we missed an important dinner event due to this AND as we were heading home after picking her up, she mentioned that the bus driver and her struck up a conversation (they both could speak Spanish) he shared that he had received a ticket by police for looking at his cellphone by the police. RedCoach's slogan "ride safe with us" doesn't seem to feel very safe at all. I called that same night to complain and spoke with Rose (employee ID #****) who although was nice, failed to make a note of the security issue but filed a claim for me. I checked back multiple times to see where the claim stood and was reassured each time that it was being processed, it just took some time. Thinking that was just a one off bad situation, we booked her another ticket to head home (Gainesville to Miami) for $68.00 on 2/21/22 (ticket #*******). The bus was supposed to arrive in Miami at 3:05pm. Again, not only was the bus late, but it was late by over TWO HOURS. The driver was noted as also driving roughly, slamming on the breaks multiple times causing the passengers to lurch forward. Having an elderly person, like her, on this trip was so detrimental to her health she developed swelling in her lower half to the point where she had to visit her doctor (I have offered to send over the proof of her doctor's visits). I called again to complain to her customer service line and spoke with Taylor (employee ID # ***** who not only refused to file a claim but gave an attitude on the phone when I explained the situation. Their email response was no help and I am seeking a full refund from both tickets due to the extremely poor service I have received.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/04) */ They were contacted via email, with compensation for a free ticket. As stated on our terms and conditions we do not compensate for delays less than an hour and or due to traffic. Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated previously, the delays were due to the driver being stopped for being on his phone, and poor time management from the drivers - not just traffic. A delay of over an hour is unacceptable. The email in question did not solve anything, as I will not be putting my elderly mother-in-law on another bus again after these two horrifying experiences. I also never received a response back to my email. I want a refund for both tickets as the service was despicable and low quality, especially when booking the more expensive bus.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a round trip business class bus ticket from Red Coach to attend a conference in Orlando from Palm Beach for 12/16/2021. Red Coach notified me via email that morning that my bus will be running an hour late just as I was about to leave my home to take an Uber to the terminal at Palm Beach County. Under the circumstances, I could not take their bus as I will be totally late for my conference. I requested for a refund of $119 the following day. Red Coach responded on 12/20/2021 they have opened a formal claim and that I should reach out in 10 business days to find out the status of my claim. I have called many times but their Customer Service line made me wait for so long I had to give up. I called again yesterday which was 02/02/2022, their Customer Service told me their computer system is down and advised me to call back some other time. It has been eight weeks and I still haven't received my refund.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/07) */ The ticket XXXXXXX for the 16th was refunded on january 6th. please check your bank account. Consumer Response /* (2000, 6, 2022/02/07) */ Forwarded message From: elaine ******** <*********@gmail.com> Date: Mon, Feb 7, 2022 at 12:37 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX) To: Better Business Bureau Thank you for your mail. Red Coach reached out to me on the same day filed my compaint with the BBB that my refund was issued. Please delete my case on your side. Thank you so much for your kind attention. Best, Elaine

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/31/21 I was meant to be taking a RedCoach service from Orlando to Gainesville departing at 9:30pm, a ticket I booked on 12/11/21 for $31. When I arrived at the coach station around 8:45pm I waited until it became clear the 9:30pm service was not going to show up. I had not seen any communication from RedCoach about a potential cancellation, so I was concerned about my ability to get home, and unsure if my ticket would be valid on the later 11:44pm service. At that time, there was no RedCoach employee available behind the desk. I then tried to contact RedCoach via the phone number on the website, but the phone line said the office was closed despite being in the posted business hours. I understand it was New Year's Eve, but there should have been someone to contact somewhere. As a result of being unable to contact anyone, not wanting to risk a night sleeping on the bench outside the bus station, I decided to buy a second ticket for the 11:44pm service. This ticket cost $41, I assumed RedCoach would refund me once they reopened given the situation. RedCoach responded saying no it is entirely my fault since they claim to have to a sent an email notification that my bus would be delayed on 12/15. I never saw such an email. I have searched through my emails and still cannot see it. I asked proof of this email, I got screenshot of the text, but it didn't actually show I was a recipient. Beyond whether they sent said email or not, 2 issues remain. Mainly, if anyone had been available in the office or via phone, this whole situation could have been avoided. Second, they claim not to have cancelled my original service (which would entitle me to a refund) and just delayed it. That doesn't hold up though, as the service numbers on the tickets are different, and standard schedule is 8022 departing at 9:30 and 9040 departing at 11:44. Undeniably, they cancelled the ticket. Therefore, a refund of (at least) one ticket is a more than reasonable request.

  Business response

  03/02/2022

  Business Response /* (1000, 8, 2022/01/26) */ Hello. we copy the email sent to passeneger. We have checked all the information. A notification was sent to all passenger of service 8022 on December 15th to let you know that the service would be departing 2 hours after the original time. That service was consolidated with service 9040 that departed at 11:44 pm. Maybe it went to your spam folder. There was no need to purchase a new ticket. As an exception we can offer you a voucher to use on a future trip valid for one year. When ready to use, please reply to this email ahead of time and we will issue the voucher code. Consumer Response /* (3000, 10, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I state in the BBB complaint, my biggest issue with your business stands whether said email or not. If RedCoach had anyone available to contact on the day of the ride (either via phone or the office), this whole situation could have been avoided. If the later bus hadn't been getting close to full, I probably would have taken the chance and tried the original ticket, but because I couldn't contact any representative of RedCoach, and spaces left were limited, I bought the extra ticket just to make sure I wasn't sleeping in the parking lot. To be operating a transportation service with no one available to contact is questionable business practice (note this all occurred during your posted business hours, I understand it was NYE, but if the bus is operating, you still need a contact person, at least someone answering the phone line). Therefore, I am asking for refund of the second ticket for the same service, that I would never have bought if you had been contactable in your business operating hours. I don't want a voucher. If you are planning to rely on sending one singular email (that you yourself acknowledge is likely to go spam) to notify of a cancelation, you need to anticipate this kind of thing happening (by having someone to contact), or at least take some responsibility for the results. I am not asking for a free ride, I am asking for refund of the second ticket for the same service. As an aside, addressing your email , "your service will now be departing 2 hours after the original service" is not even accurate. That would imply bus 8022 would still departing, just at 11:30 not you now need to get on bus 9040 (a different service) departing at 11:44. Even if this email had been sent and not gone to spam, it would still be confusing, and I still may have needed to contact someone to ensure I could ride 9040 with my ticket. If you respond again, please address my actual complaint raised around your unavailability of a contact person. Or, do the decent thing and refund the cost of the second ticket. Business Response /* (4000, 14, 2022/02/17) */ As mentined prior , we informed of the change of time and offered the one way ticket as compensation. Consumer Response /* (4200, 16, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, that simply is not good enough. You ended up with me paying two fares for one ride, as a direct result of your poor communication, as explained in the below complaint by a) the fact the email you sent was not even accurate (not to mention highly likely to be caught by spam filters due to poor formatting), and more importantly b) the fact your had no one either at the desk or answering your phone during business hours for me to ask. All I was asking for was refund of the fare you admit I did not need to purchase, and that is all I will accept as a proposed solution to close this complaint. I guess we will have to let BBB decide if they want to close it. At the end of the day, it's less than $40, so it will be what it will be. Looks like your BBB accreditation has already been dropped, so great job on that front. You know refunding the duplicate ticket is the right thing to do, but you'd rather just keep the $40, classy.

• Initial Complaint

  11/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a business class ticket for my son from Tallahassee to Miami. The seat description was for wide reclining seats, wi-fi, and power outlets. What he got was a cramped, tiny bus with a seat behind the driver, which means he couldn't even stretch his feet beyond straight down. No outlet to charge his phone on a 9 hour ride. This was a classic bait and switch. I was never informed about a bus change or anything of the sort.

  Business response

  12/20/2021

  Business Response /* (1000, 8, 2021/12/08) */ Claim was created and ticket refunded. Consumer Response /* (2000, 10, 2021/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩