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:07/11/2025

  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.

  The ride arrived and left an hour earlier than the ticket time. Nowhere in the tickets terms and conditions does it say that a rider must be available an hour in advance. I also informed the driver that I was be on my way as I live 30 minutes from the spot, yet they did not continue to wait and instead left. I found this experience in its entirely to be extremely frustrating, as it uprooted my holiday plans and left me stranded as the bus left early.The company rejected my request for a refund. It was a bus scheduled on July 4th. Attached are images of the ticket I purchased and the times that the company contacted me to say the driver was there and then that the driver had left.

  Business Response

  Date: 07/16/2025

  Dear ******* ******,
  
  Thank you for reaching out and sharing your concerns. We have reviewed your complaint with the operator, Eze Transport, and would like to share the following update:
  
  Trip Timing Flexibility: As per the operator's policy, trip timings for Eze Transport may be preponed or postponed by up to ************************************************************************* the trip details provided at the time of booking.
  
  Operator Communication: The operator also informed us that their team called you prior to departure and gave additional time for you to reach the stop. Unfortunately, they mentioned that you were unable to make it within that window, which led to the bus leaving as per their operational schedule.
  
  We understand this situation has been frustrating for you, and we sincerely apologize for the inconvenience caused.
  
  If you have any further questions or would like us to recheck any specific details, please feel free to reach out.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******

  Customer Answer

  Date: 07/19/2025

  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:

  It was over 30 minutes preponed and adequate time for me to arrive was not given. I live over 30 minutes away from the bus stop and they allowed 15 for me to get there. I have attempted to get refunded since it did not fit the 30 minute preponed window, however an answer was not received so I went ahead with a dispute on my credit card. 

   

   

   

   

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

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

  Business Response

  Date: 07/28/2025

  Dear ********
  
  Thank you for your follow-up.
  
  As mentioned earlier, we regret to inform you that there will be no refund issued in this case. Our policy, which is clearly stated on our website, notes that departure times may vary by up to 30 minutes, and customers are advised to plan accordingly.
  
  We understand your concern and apologize for any inconvenience this may have caused. However, as the change was within the parameters outlined in our policy, we are unable to make an exception.
  
  We appreciate your understanding.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******
  **************************
  

  Customer Answer

  Date: 07/28/2025

  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:

  Considering the varying time was 45 minutes, as proved in the images provided, this is still not an adequate explanation for not providing a refund.  

   

   

   

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

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

• Initial Complaint

  Date:05/29/2025

  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.

  I purchased a ticket Easter weekend I never took the bus and I tried to get a refund or at least a credit they wouldnt help me so I filed a dispute with my bank and the company filed a dispute back..I called the company to try to get a credit the representative was rude and nasty and didnt wanna help me told me it was nothing he can do its a month later and he wont give me credit or a refund..refused to acknowledge that I didnt take the bus and said it doesnt matter what I say its been a month and he doesnt wanna help and if your bank cant help you we cant help you either

  Business Response

  Date: 06/10/2025

  Dear ******* *****,
  
  Thank you for reaching out regarding your recent experience. We understand your frustration and appreciate the opportunity to clarify the matter.
  
  Upon reviewing your booking, we found that the reservation was made through a third-party platform (OTA). Our system records do not show any cancellation request or activity associated with your ticket prior to the scheduled trip date. Unfortunately, in accordance with our policy, tickets purchased through OTAs are non-refundable and not eligible for credit once the travel date has passed.
  
  We also noted that a charge dispute was initiated through the third-party platform, not directly with us. Additionally, there is no record in our support system of any direct contact regarding this issue until the BBB complaint was submitted.
  
  We truly regret any inconvenience this has caused. However, because the ticket was neither canceled nor booked directly through us, and since the travel date has passed, we are unable to issue a refund or credit in this case.
  
  Thank you for your understanding.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******

• Initial Complaint

  Date:04/30/2025

  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 recently purchased a $13 bus ticket from Our Bus and was charged an additional $7.50 in fees, including a booking fee, facility fee, and fuel surcharge fee. This means that the total cost of my ticket was nearly over 57% higher than the original price, which feels completely disproportionate and unreasonable.While I understand that fees are necessary to cover operational costs, I find it unfair that the same flat fees are applied to all tickets, regardless of fare amount. For customers purchasing lower-priced tickets, this results in an unreasonably high percentage of the total cost being taken up by additional fees, making the service feel like it is engaging in price gouging.When I contacted the company about this issue, Swati explained that the fees are standard and apply uniformly to all bookings, but they did not offer a solution or provide any option for customers to receive a fairer pricing structure. I requested more transparency in how these fees are calculated, but the response did not address the core ******** a result of this experience, I am filing this complaint and requesting that Our Bus review and revise its fee structure to make it more proportional and transparent, especially for lower-cost tickets.

  Business Response

  Date: 05/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns.
  
  We understand your frustration and appreciate your feedback regarding the additional fees applied to your recent booking. Please allow us to clarify:
  
  1. The facility fee helps cover the cost of bus stop permits, access fees, and rents.
  
  2. The booking fee supports payment processing and customer service.
  
  3. The fuel surcharge accounts for fluctuations in fuel prices.
  
  These fees are standard across the transportation industry and are applied uniformly to maintain fairness and consistency. That said, we take your feedback seriously and will certainly share it with the appropriate team for review.
  
  We value your continued support and are always looking for ways to improve the experience for our riders. If there's anything else we can assist you with, please dont hesitate to let us know.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******
  **************************
  

  Customer Answer

  Date: 05/06/2025

  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:

  [Your Answer Here]

  I appreciate the explanation of the individual fees; however, I remain concerned about the disproportionate impact these fees have on lower-priced tickets. While I understand that applying flat fees uniformly may appear consistent, it results in a highly inconsistent experience for customers depending on the base fare. In my case, a $13 ticket came with $7.50 in added fees (an increase of over 57%, which is not justifiable under the banner of fairness.)
  
  This structure disproportionately penalizes those purchasing lower-cost tickets. I strongly urge OurBus to reconsider either implementing a percentage-based fee structure or at the very least, setting a fee cap relative to the base fare to ensure more equitable pricing. I am again requesting that this feedback be escalated beyond general customer service and forwarded to a decision-making team. Customers deserve both transparency and fairness, especially when fees nearly double the cost of their travel.

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

  I look forward to a more thoughtful response on how OurBus plans to address this concern 

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

  
  

  Business Response

  Date: 05/16/2025

  Dear *** ********************** you once again for reaching out and sharing your concerns.
  
  We understand and genuinely appreciate your feedback regarding the impact of service fees, particularly on lower-priced tickets. Please know that we take all customer input seriously and strive to provide the best possible experience for all riders.
  
  Regarding the fees associated with ticket purchases, these are standard across the industry and are applied uniformly. Unfortunately, OurBus does not have direct control over the specific structure or amount of these fees, as they are determined by our payment and service processing partners.
  
  That said, we do recognize the concerns youve raised and will be sure to forward your feedback to the appropriate internal teams for further review and consideration. We are committed to transparency and fairness, and your input is valuable in helping us evaluate potential improvements to our pricing structure.
  
  Thank you for your continued patience, and please dont hesitate to reach out if you have any additional questions or concerns.
  
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ************

• Initial Complaint

  Date:03/10/2025

  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 am writing to formally express my dissatisfaction with the service provided by your company for our recent charter bus booking. We had scheduled a charter bus to transport our group to ****** for a hockey game, and the experience was far below expectations.The bus was 40 minutes late, causing us to miss our hockey game. This was especially frustrating as we had planned an early departure to ensure that we would arrive on time. Unfortunately, despite our careful planning, I was only given 15 minutes' notice by your dispatch team that the bus would be late. This left us waiting in the parking lot for an extended period, with a group of 12-year-olds, which was both inconvenient and frustrating.Additionally, we had arranged for a 6:30pm departure, but the bus ultimately left at 4:30pm, making the trip 2 hours shorter than anticipated. This modification should also be a consideration for a refund. To make matters worse, I had to follow up numerous times to receive confirmation of the itinerary, as well as the bus driver information. Unfortunately, I didnt receive either until yesterday afternoon, and when I did, the information provided was incorrect. When dispatch told me to contact the driver this morning, I mistakenly called the wrong driver based on the incorrect details. This delay required further follow-up to get the correct drivers information, adding to the frustration. Given the inconvenience caused and the fact that we did not receive the service we paid for, I am requesting a refund or compensation for the issues we encountered. I hope this matter can be resolved promptly.A drive summary suggested there were over 46 risky events experienced, the driver was in the middle of the highway for most of the drive, eating and shaking constantly. This was NOT A SAFE TRIP and will be reported to the **************************.

  Business Response

  Date: 03/13/2025

  Dear ***** *********,
  
  Thank you for your message. We are currently in further discussions regarding the issues you raised in your recent complaint. We understand the frustration and inconvenience caused by the delays, incorrect information, and concerns about the safety of the trip, and we are committed to resolving this matter as swiftly as possible.
  
  We will keep you updated on the progress of the investigation and any further steps taken to address your concerns. Your feedback is invaluable to us, and we are taking it seriously as we work towards a satisfactory resolution.
  
  Please dont hesitate to reach out if you have any additional questions or concerns in the meantime. We appreciate your patience and understanding.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******
  
  

  Customer Answer

  Date: 03/13/2025

  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:

  [Your Answer Here]

  They are not addressing the serious complaints and making excuses as to why this is taking this long to rectify.  

   

   

   

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

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

  Customer Answer

  Date: 04/21/2025

  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:

  [Your Answer Here]

   

  This email does not work. Like I already told you. 

   

   

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

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

  Business Response

  Date: 04/23/2025

  Dear *****,
  
  Thank you for your message.
  This is the email address we have on record for them. However, Ill check with my team to see if theres an alternative way to contact them and will update you accordingly.
  
  Thanks & Regards,
  ****** *****
  **** ******** ***** ********
  ***** * ******
  **************************

• 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,
  
  ***************************