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:01/03/2025

  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.

  My name is ******* ****** and I purchased 4 tickets from ****** ** to ************* with Ourbus. I rode on ourbus charter on Dec 20th that had no heat on a 5 to 6 hour bus ride from ****** ny to ***. I spoke with the support team on chat regarding this issue and was told it would be 2 to 3 business days, yet I have heard nothing. On 12/24 I contacted the live support again and spoke with the same person. He is now telling me to wait another 24 hours. It is now 12/31 and still have heard nothing. I have already waited long enough and I am very angry regarding my trip. Everyone on the bus was freezing and that bus should have never been in rotation given it is winter time and heat is a must. Live chat keot telling me that he hasn't heard back from the operator yet and that is unacceptable. I would have had a more comfortable trip riding in a freezer truck. There was a constant wind coming from the windows, my fingers and toes were frozen. I could barely type messages to support chat because my hands were so cold and they were not moving as they should. This has gone on long enough and not even attempting to keep me updated on the process is bad business all around.

  Business Response

  Date: 01/07/2025

  Dear *******,
  
  We sincerely apologize for the inconvenience you experienced during your trip from ******, ** to *********, *** on December 20th. Your feedback regarding the lack of heat and the uncomfortable conditions on the bus is extremely concerning and not in line with the standards we strive to maintain.
  
  We deeply regret the delay in resolving your concern and the lack of updates provided. We take such feedback very seriously, as it helps us improve our services and ensure that such incidents do not occur in the future.
  
  As a gesture of goodwill and in accordance with our policy, we would like to offer you a $12 coupon (5% per amenity against $232.96) for the inconvenience caused.
  
  We truly value your patronage and hope you will give us another chance to serve you better in the future. Should you have any further concerns or need assistance, please dont hesitate to contact us.
  
  Thank you for bringing this to our attention, and once again, our apologies for the unpleasant experience.
  
  Best regards,
  ****** ***** **** ******** ***** ******** ************

• Initial Complaint

  Date:12/23/2024

  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 booked a trip with the business in question from ****** to *** on Wed Dec 11, 2024. The bus was supposed to leave ****** at 11am (which it did); and arrive in *** at 3:30pm. An hour after leaving ******, the bus driver pulled up in a random parking lot in **, saying she did not feel safe driving the bus. After waiting for an answer from anyone about what was happening, they told us another bus would come pick us up in 2 hours from the stop. Before that could happen, the bus driver decided to drive us to ************************ where we could take buses/ trains to *** from. At this point it was around 3:30p. I was frequently on call with Ourbus customer representatives, and one of them told me on the phone that we can make our arrangements to *** from ********, including using ****s, and Ourbus would reimburse us for it. Accordingly, I booked an **** from ******** to ***, which cost me $318. I shared the receipts with Ourbus the next day. Now they are refusing to pay me back; and are claiming they never said they would reimburse the ****s. They are lying, and I would like to be paid back what they said they would. PS: in the supporting document, I mentioned that the call with the representative was at 4:25p. That is not correct. The call w the representative where he told me I would be refunded for **** was at 3:48p ET on Dec 11, 2024.

  Business Response

  Date: 12/24/2024

  Dear ******,

  
  Thank you for sharing your experience with us. We truly apologize for the inconvenience and frustration you encountered during your trip on December 11, 2024. We understand how disruptive this situation was and appreciate your patience as we worked through it.
  
  We value your feedback and take it seriously. In recognition of the challenges you faced, we have already processed a reimbursement of $240 for your **** ride, along with a full refund of your original bus ticket. Additionally, a coupon for your next ride with Ourbus has been sent to you.
  
  We deeply appreciate your feedback, as it helps us improve our services. We hope you will consider traveling with us again in the future, and if you have any further questions or concerns, please dont hesitate to reach out.
  
  Best regards,
  ****** *****
  **** ******** ***** ******** ************
  

• Initial Complaint

  Date:10/21/2024

  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.

  My pathfinder club ring with other churches rented from our bus for our trip to Gillette Wyoming from Aug 3rd to the 11th. Th bus they contracted out to us was a company called **************. They first arrived an hour late for pick up as they did not know the trio was leaving that morning. On the way down they lady driver was unsafein the road driving irratically. We.flunf out later that was the first time she was driving that type of bus and she just got off her shift at a regular job that night to drive is at 2am. The ** belt was broken on the way down so the toilet was smelling for the last two hours. We dealth with it. expecting that it can get fixed in the week while we are on our camping trip. Even though I spoke with our bus about this and wrtz company knew about the issue. After our trip ended and we had to leave due to a storm approaching nothing was fixed. We left and had to stop toget th ** belt fixed. This was 30mn into our journey back home which is supposed to take 27hours or so. When the mechanic looked at the bus he stated you all need to order other parts because there was another belt ready to break and that on would shut down the enitire bus. We had to stay in a hotel that night. There was 50 of us. When the bus drive to find a spot to rest, the next day the belt broke and the bus was shutdown. So now whehad to wait untilonday for stores to open to see if we can get parts. There was no part available and we were there til Tuesday. At this point we fought with bus company to get us tickets out so we can get back home. They provided that and we can back home the Wednesday. We were suppose to be home the Sunday late. Th bus was still not fixed and out things remained in the bus. It is now 2 moths and counting and we ha e no information about of out things came back home or where our items are at this point. We need help we are being treated like nothing and no one seem to care. Can you help?

  Business Response

  Date: 10/30/2024

  Dear Customer,

  I wanted to update you regarding your luggage situation. The bus operator has been quite unreasonable, insisting on full payment but not offering any compensation for the emergency, as we discussed.
  
  Weve already shared the details with you so you can collect the luggage from them directly. If you need any further assistance, please dont hesitate to reach out.
  
  Thanks & Regards
  ****** *****
  **** ******** ***** ******** ***********s

• Initial Complaint

  Date:10/01/2024

  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.

  I purchased (2) charter busses to provide shuttle service for our wedding. Busses were supposed to make multiple loops between the venue and the hotel, allowing wedding guests to be able to enjoy beverages at the wedding and not have to drive. With no warning, only 1 bus showed up on the day of the wedding. This caused a large number of guests who were counting on a shuttle, to have to find alternate methods of transportation, at their own expense. This was both frustrating and embarrassing, as we had told all guests they did not have to worry about transportation. Upon contacting the rental company to discuss their failure to provide what was contracted, they showed little to no remorse, offered no day-of solutions, and fought with me on offering any refund at all. My recommendation for a solution was a refund of half of my rental ($900), as only half of my rental was fulfilled. They tried to offer far less, and after much discussion and escalation to management, they reluctantly offered $400. I find that to be wholly inadequate, as the busses were offered at $900 / each, or $1800 total. Had they offered me one bus for $1400, as they are insinuating with their refund offer, I would have NEVER accepted their rate. I simply would have gone to another company. Their sales representative lied, which I have proof of in our email exchange, which is available upon request. This company was at best misleading and duplicitous, and at worst are fraudsters who take people's money and then provide half the service agreed upon, knowing the customer has little to no recourse.

  Business Response

  Date: 10/04/2024

  Dear Customer,

  Thank you for reaching out and sharing your concerns. We apologize for any inconvenience and distress caused to you. 
  We are looking into the issue you shared and will revert once we have a resolution for the same.
  
  Thanks & Regards
  ****** *****
  **** ******** ***** ******** ************

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The complaint was not addressed in any way in this response.  Two busses were rented to make multiple trips between hotel and wedding venue.  Only one bus was sent.  A refund of half of my $1800 rental only covers the bus that did not show, and does not begin to cover the cost of additional transportation, inconvenience, and embarrassment that was caused by the inability of Rally Ourbus to fulfill their contractual obligations.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 11/08/2024

  Dear Customer,
  
  Thank you for sharing your concerns. We have reviewed your case, and the refund that was issued reflects the valid amount based on the services provided. If you would like, we can provide proof of the transaction and details that support this decision.
  
  We regret any dissatisfaction you have experienced and remain committed to ensuring transparency and fairness. Please feel free to reach out if you need further clarification or have additional concerns.
  
  Thanks & Regards
  ****** *****
  **** ******** ***** ******** ************

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I strongly disagree with your assertion that the refund issued reflects an accurate value for services rendered.  I originally paid $1800 for 2 busses.  I ended up paying $1300 for 1 bus. I would have never hired your company for that price.  Instead, you lied to me and waited until it was too late to back out.  ************ is dishonest, and you have ripped me off.  I will continue to share my negative experience honestly with anyone who will listen, and hopefully I can save some people form having the experience of being ripped off by rally ourbus.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:08/13/2024

  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.

  On 7/5/24, I purchased six one-way tickets from **********, ** to ********, traveling on 7/26/24. Ticket Reference Code looks to be ******, though the font color makes it difficult to read. The email address ****************** was used to book the tickets. Three of these tickets are for a friends family, and the rest is for my family. The day before the trip Ourbus sent me an email stating that there will be a different bus operator. At first, I didnt think this would be an issue. However, I later noticed in the email that wifi would not be available on the bus to be operated. Rescheduling was not a viable option for me because the other available times did not fit my schedule. The email did not offer an option for a refund. The notice came only the day before the trip. Because wifi is important to me and my family, I scrambled to get tickets from another bus company. My friend and his family did use their OurBus tickets because wifi was not as important to them.After the trip, I was talking to a friend about this frustrating experience. He encouraged me to try to get a refund from OurBus, even though their email did not offer such an option.On 8/1/24, I contacted OurBus via ******** to request a refund. My request was denied. OurBus reason was that a refund request had to be made 24 hours before departure. This denial is unfair given the notification email I received did not mention the requirements for a refund. In fact, it did not even offer refund as an option. With their notification email not having provided any information I needed regarding refunds, I ask that OurBus refund the cost of the three unused $16.50 tickets, totaling $49.50.

  Business Response

  Date: 08/15/2024

  Dear Customer,

   

  Thank you for reaching out to us regarding your recent experience with OurBus.We sincerely apologize for the inconvenience and frustration caused due to the change in bus operator and the absence of Wi-Fi on the trip scheduled for July 26, 2024.

  After thoroughly reviewing your case, we have confirmed that, as per our policy, we are unable to provide a partial refund for the tickets.Our policy requires that any cancellation request be made at least 30 minutes before the scheduled departure time.

  
  Unfortunately, your request was received after the trip had already taken place.Additionally, we would like to inform you that the option to cancel the tickets was indeed available in the communication shared with you on July 25, 2024.

  
  This information, along with the cancellation policy, is clearly outlined on our website to ensure our passengers are fully aware of their options in situations like this.We understand the importance of Wi-Fi for your travel needs, and we regret that the service was unavailable on this occasion.

  However, our policies are in place to ensure fairness and consistency in handling cancellations and refunds.If there are any further questions or concerns, please feel free to reach out to us. We value your business and hope to have the opportunity to serve you better in the future.

   

  Thanks & Regards,
  
  *********************** **** ******** ***** ********
  Rally | OurBus
  **************************
  
  

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I understand your point about refund policy. However, I still wish to be compensated in another form. I am a first-time customer. Without any compensation, I am unlikely to buy another ticket from OurBus. Instead of a refund,please issue a coupon for $49.50 off.

  
  OurBus does not have anything to lose by issuing a coupon. I ride the bus during off-peak hours. There are usually plenty of empty seats.Therefore, the seat I buy with the coupon would have been unsold if I didnt buy it. By issuing a coupon, OurBus gains the chance to win back a customer.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2024

  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.

  I booked with Ourbus a ticket from ****** to ******. Travel Date on July 17, 2024 at 8:00 am. I received an email cancelling this trip and rebooking me on a trip leaving ****** at 2:45 pm. which will cause me miss my scheduled work in ******, which is to start at 1:20 p.m. I requested to cancel the ticket, but I was not offered a full refund. I was only offered to transfer of the amount paid to a wallet. This settlement is NOT acceptable to me. I request a full refund.

  Business Response

  Date: 07/17/2024

  Dear Customer,
  
  Apologies about your recent experience with Rally OurBus. Your frustration and disappointment are completely understandable, and we deeply regret the inconvenience this situation has caused you.
  
  Regarding full refund we are in discussion with our internal team. Kindly give us some time for the same. 
  We do understand that you were unhappy with our resaponse, you can always write to the dispute team before making a a complaint and we will be happy to help.
  
  We deeply regret that your experience has led you to involve external agencies and dispute the charges. We are committed to resolving this matter to your satisfaction and restoring your confidence in our service.
  
  Once again, we deeply regret the inconvenience and frustration you have experienced. We value your feedback and will use it to improve our services.
  
  ***********************
  Risk Analyst, RMAC, Services
  Rally | OurBus
  **************************
  
  

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The team did NOT provide a solution.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 07/19/2024

  Dear customer,

  We sincerely apologize for the distressing experience you had with our service .We deeply regret the inconvenience caused by the mechanical issues with our bus and the subsequent delays and cancellation.

  This is not the level of service we aim to provide, and we appreciate you bringing this to our attention. In light of the circumstances, we want to ensure that we do everything we can to make this right. While we have already processed a refund for the ticket in your card.

  
  The mechanical issue with our bus and the subsequent delays were regrettable, and we deeply regret the impact on your travel plans.
  We have processed a refund for your return ticket.
  We truly value your feedback and are committed to improving our communication and service reliability to prevent such issues in the future.
  

  Thank you for your understanding.
  
  Thanks & regards,
  ***********************
  RMAC Team
  OurBus

  Customer Answer

  Date: 07/23/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  Horrible customer service! We booked the bus trip from ****** to ***. Trip to *** went fine, but on the way back, it was a complete disaster. We were supposed to depart at 6pm from **************. We came there 20 minutes early and were waiting in line with no info on what's going on until 6:45pm. At that point, we were told that the bus got some mechanical issues and that they sent somebody to fix it. They told us to wait and that they need some time to arrive. We waited until 7:40pm, when they finally told us that trip got canceled due to inability to start the bus. I had a flight scheduled that now needed to be rescheduled because of this. Also,one-way tickets that we needed to buy to get back were insanely inflated due to emergency and buying them at the last minute. They costed as much as the round trip. At the end, they let us know that we will be refunded, but only for one way ticket. I find this unacceptable. I lost 2 hours for them to just cancel the trip. Needed to reschedule my plane tickets which costed and then pay extra money to go back. When I asked them to at least pay the difference in tickets, they refused. My trip ended up costing 80$ more than initially, I lost 3 hours and I needed pay extra to change my flight.

  Business Response

  Date: 07/16/2024

  Dear *********, 
  

  We sincerely apologize for the distressing experience you had with our service on your return trip from *** to *******
  We deeply regret the inconvenience caused by the mechanical issues with our bus and the subsequent delays and cancellation.
  

  We understand how frustrating and stressful it must have been to wait, and we are truly sorry for the impact this had on your travel plans, including the additional expenses and time lost.

  
  This is not the level of service we aim to provide, and we appreciate you bringing this to our attention.
  In light of the circumstances, we want to ensure that we do everything we can to make this right.
  

  While we have already processed a refund for the one-way ticket, the mechanical issue with our bus and the subsequent delays were regrettable, and we deeply regret the impact on your travel plans.
  We have processed a refund for your return ticket.
  

  While we cannot compensate for additional expenses, we truly value your feedback and are committed to improving our communication and service reliability to prevent such issues in the future.
  

  Thank you for your understanding.

   

  ***********************
  Risk Analyst, RMAC, Services
  Rally OurBus

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising 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.

  Our bus cancelled my trip to and from ****** ny four times. I had to find other carriers. They cancelled my return trip leaving me stranded and I have to find other arrangements. I want all money back I have with them. I am only getting a partial refund. I want it back to cover the additional expenses

  Business Response

  Date: 07/15/2024

  Dear *****,

  Apologies about your recent experience with Rally OurBus. Your frustration and disappointment are completely understandable, and we deeply regret the inconvenience this situation has caused you.
  
  We have unblocked your account and regarding wallet refund we are in discussion with our internal team. Kindly give us some time for the same. 
  We do understand that you were unhappy with our **************** team, you can always write to the dispute team before making a dispute and we will be happy to help.

  We deeply regret that your experience has led you to involve external agencies and dispute the charges. We are committed to resolving this matter to your satisfaction and restoring your confidence in our service.
  
  Once again, we deeply regret the inconvenience and frustration you have experienced. We value your feedback and will use it to improve our services.
  
  ***********************
  Risk Analyst, RMAC, Services
  Rally | OurBus
  **************************
  
  
  

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They keep posting open bookings to and from this location. They do not understand the seriousness of the constant cancellations as passengers rely on them and can not leave passengers stranded with no way home yet continue to add routes while not addressing their problems. You may inform them I have also filed a complaint with the department of transportation. Our bus needs to have their operating license revoked. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business Response

  Date: 08/05/2024

  Dear valued Customer,

  We deeply value your loyalty and patronage with us. We understand the inconvenience you've faced and are committed to ensuring your satisfaction.

  As a token of our appreciation and to resolve the issue, we are pleased to offer a transfer of your wallet credits to your payment card. This exception is made especially for you, considering the circumstances.

  Thank you for being a valued customer. If there's anything more we can assist you with, please let us know.

  ***********************

  Risk analyst 

  Rally ourbus 

  Customer Answer

  Date: 08/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair 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.

  I missed an our bus bus in ******* due to the ********************* terminal knew nothing about the bus service it was located at **** and front terrible signage. I asked customer service for my money back and they refused.

  Business Response

  Date: 05/17/2024

  Thank you for bringing this issue to our attention. We apologize for the inconvenience and frustration you experienced in missing your bus in ******* due to unclear signage and the lack of information at the *******************************
  
  To address your concern and investigate the matter further, we kindly request that you share the email address linked with your OurBus account. This will allow us to locate your booking details and provide a resolution promptly.
  
  Please reply to this message with the necessary email address or contact our customer service team directly at ***************************** for further assistance. We are committed to resolving this matter to your satisfaction and improving our service based on your valuable feedback.

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we were supposed to be taking the 8am bus to ****** from ******* on May 8th, 2024. If you have any further information you need please contact my email ***********************************. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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.

  1 star 04/25/2024 I booked a ticket and paid for it via PayPal) but weeks before the trip date I decided to change to another date which would work better for me. The date was on the sites calendar as green, indicating a trip was available.I proceeded to use the site to cancel the first date and clicked on the new ( green) calendar date, only to have the site then inform me that there isnt enough interest in this trip and I needed to Upvote it in the hopes that perhaps enough people would also Upvote in order to create the bus run. There are no other Our Bus trips offered to and from the location I need in the month of *** or June- zero alternatives. I called customer service to request a refund, as there isnt any travel date offered whatsoever and the company still had my money ( ~ $95). I eventually spoke to a supervisor who told me it wasnt possible to return my money to my PayPal account ( even though no service was/is available to and from my needed locations anymore for *** and June. I was told that the bus ticket could be used within the next five years. I informed said supervisor that I will not be needing the bus service at all in the future- only within the next two months. Again, after two lengthy phone calls, he refused to credit my PayPal account for a ticket I paid for whereas no trip is available, stating Its too difficult to return your money.!Please help me to proceed in having my PayPal account credited.

  Business Response

  Date: 05/17/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced during the process of rescheduling your trip and seeking a refund. Your feedback is invaluable to us, and we strive to ensure all our customers have a positive experience.
  We understand that you initially booked a trip from ******, ** to ********, ** for April 7, 2024, but later decided to reschedule to a different date. Our upvote program, which confirms routes based on sufficient demand, unfortunately led to the new date not being available as expected. We recognize this caused you significant frustration, especially given the lack of alternative travel dates to and from your desired locations in the upcoming months.
  It appears that there was a misunderstanding regarding our refund policy. Since your ticket was already rescheduled once, the amount was credited back to your OurBus wallet rather than directly refunded to your PayPal account. Our standard policy is to provide credits for future use rather than direct refunds in such cases.
  However, we acknowledge that this policy was not clearly communicated, and for that, we apologize. To resolve this matter, our Customer Experience team processed a refund of the ticket amount back to your PayPal account on May 3, 2024, at 2:25:57 PM. You should see the credited amount reflected in your PayPal account by now.
  We truly regret the inconvenience this has caused and appreciate your patience throughout this process. If you have any further questions or if the refund has not appeared in your account, please do not hesitate to contact us directly. We are committed to ensuring this issue is fully resolved and improving our service based on your feedback.
  Thank you for giving us the opportunity to address this matter.

  Customer Answer

  Date: 05/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
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