ComplaintsforUS Coachways, Inc.
Current Alerts For This Business
As of August 2024, consumers are still reporting persistent issues with fulfillment of services, billing practices, and customer support for US Coachways Inc. Consumers continue to inform BBB about their experiences after chartering a bus or transport vehicle from the company. Several consumers noted that the vehicle they were provided with experienced mechanical issues which impacted the trip. A number of consumers claim that the charter they arranged for was cancelled by US Coachways, Inc. causing the consumers to struggle to make alternate arrangements or have to forgo their scheduled events. In many cases, consumers say they encounter much difficulty in attempting to get a refund from the company.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I spoke with a sales manager regarding using a charter bus for a family reunion. I signed the agreement, including a cancellation contract. Money was given for a deposit, and then a full payment was made for services to be rendered. After another sales agent quoted me a different price, I cancelled the order. I emailed several persons in the company including the original sales agent, the one who quoted me the additional pricing, customer service and the accounting department. No one has given my refund that is due, although several emails (of which I included) state I am due a refund and that the company would send me such refund. I am unsure of how to proceed. When I filed a complaint on the BBB website, the company once again acknowledge that I was due a refund yet I have not received one. The charter order is ********. The original contract was with ***************************** the initial deposit was made on 6-5-2023 ($197.38) and the full payment was made on 7/1/2023 ($1776.37).Business response
08/22/2024
Hello, we regret that this has not been handled sooner. Please email your account payable information to ********************************* Thank you.Customer response
08/23/2024
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:[Your Answer Here] I sent an email to US Coachways and am awaiting a response. I am rejecting the response until the issue is resolved.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
08/30/2024
Hello,
This is not accurate. We were in communication with *** ********************* following the initial BBB complaint. Payable information was obtained, a refund has been processed, and ************** was notified via email that a refund check is being sent to be delivered no later than Sept 5th with the upcoming holiday. Thank you.
Customer response
09/10/2024
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
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I booked a 50 seater bus with a restroom for May 27 2024 from US Coachways **** We had reserved a bus to bring us, along with our extended family, to ********** for our daughters wedding. We had made our reservation months in advance. Less than 24 hours before our trip, we got a call from the company's dispatch team saying that our bus is cancelled and they will be sending a 40 seat bus instead without a restroom. The whole purpose of me booking months in advance was to avoid any issues like this, and to ensure we had a restroom to avoid additional stops, but we went ahead and secured rental vehicles and hotels for those 10 people who would no longer be able to fit on the bus. Mind you, it was memorial day weekend meaning we were forced to pay surge pricing. I had put this matter aside to not distract me from my daughters wedding. Once the bus arrived the next morning and we were almost ready to go, I quickly asked the driver for an ETA. He then told me we are 45 minutes away. He had the wrong address in the **** Once I informed him that we are going to **********, which is a 4-4.5 hour trip, he seemed extremely displeased and stepped off the bus for a second. He came back on the bus after a couple of minutes and silently started driving. We made it one mile from our home when he pulled over at the local grocery store and said the bus is not driving properly and that he is looking into the matter. All the passengers on the bus, including myself began to panic, thinking that we will miss our daughters wedding. After about an hour of the driver trying to fix the problem, one of our passengers, who has experience with situations like this one, approached the driver. He offered the driver $100 tip in advance and magically, all the problems went away. I emailed the company complaining about the unprofessional conduct of the driver and all the other issues we had faced on this trip, but received no response. I am turning this over to the BBB.Business response
06/06/2024
Hello, we see that our **************** Manager has attempted to reach you earlier today to discuss the issues on the day of your event. **************** will work to provide resolution.Customer response
06/09/2024
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 company left me one voicemail and I have reached out since then over 20 times and have been sent to voicemail each time. I have sent emails, left voicemails, and called several times. The company did not take any effort to resolve my issue.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Over a month ago, we booked a bus with this company for 49 people for the Indianapolis 500. The Indianapolis 500 was this past Sunday, May 26. Less than 12 hours before we were to leave, we were told the bus that was to take us had a shattered windshield and could no longer take us. We were told we would receive compensation by yesterday at the latest. The company has ceased all communication with us and has not responded to calls or emails. We have heard nothing,Business response
05/30/2024
Hello,
While we greatly apologize for any issues that are out of our control, the information provided here is not in our system as a client of US Coachways. Please provide the corresponding charter number and contract holder information so that we may address them directly. Thank you.
Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We booked a charter on June 13, 2023 in Sonoma County, **********. The morning of our event we received a call that the bus would no longer be coming. We were told a refund would be processed immediately. It has been 9 months and we have not received the refund yet. I have put in calls and left messages in your customer service line to no avail.Initial Complaint
02/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I contracted with this company for a bus charter on 7/12/2023 for service on 9/9/2023. Charter No. ********. I canceled the charter a couple weeks later. After repeated efforts, they finally confirmed by email on 8/7/2023 that my charter had been canceled. They said it would take up to 120 days to process my refund of $2,378. I have received no refund in the ensuing 6+ months. I have reached out to them repeatedly via email with zero response. I have called their phone numbers numerous times and never been able to reach a human being on the line. I had suspicion from the outset that this was a shady operation. They have repeatedly confirmed my suspicion. They are a scam company. The numerous complaints to BBB appear to confirm that.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
US Coachways canceled a charter that I fully paid for 1 day before my event. 12/1/23. I have yet to receive refund. First they told me it could take up to *************************************** the run around. I cant speak to anyone in the phone.Customer response
02/17/2024
Better Business Bureau:
At this time, I have not been contacted by US Coachways, Inc. regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
01/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
US Coachways got me a bus for a group trip to ************* and everything was paid in full for the trip which was supposed to happen on December 9th. On December 8th at 3:00 in the afternoon I received a text stating that my charter was cancelled because there was a mechanical issue with the bus. They stated that I would receive a full refund since they couldnt provide the service. Now it has been 41 days and no refund! I have sent numerous emails with no response and no one will return calls either.Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was acting on authority of the Jersey ****************** to charter a bus to transport volunteers to the *** Marathon. Bus charter was booked, paid in full on 10/23/23, for service 11/5/23. At 3:55 PM, 11/3 an email stating bus was cancelled was received, stating funds would be refunded. We have made numerous attempts by phone and email. None of the attempts were responded to as to the status of the refund. A refund has not been received to date. It has been 2 1/2 months and no refund has been received and no response has been received from US Coachways regarding this refund.This seems very simple, the trip was cancelled, a refund was promised, none of our attempts to contact have been responded to and we request a refund in a timely manner.Customer response
02/14/2024
Better Business Bureau:
At this time, I have not been contacted by US Coachways, Inc. regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
01/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Date of Transaction: 4-3-2023 Amount Paid: $3,727.43 Reservation of motor coach for trip scheduled August 19, 2023.Trip No. ******** On April 3, 2023, I reserved a 56-motor coach/******* for a church trip schedule for August 19, 2023. I made the initial payment at the time of reserving the coach, including a cancellation fee of $30. On July 13, 2023, I cancelled the reservation due to lack of interest of church members.The refund process, per the website, takes about 120 days or four months. After November 2023, I contacted my credit card to know if the refund had been sent to them. I was told by the credit card company I was charged the full amount of $3,727.43.The payment installments in the reservation contract were supposed to be, after the initial payment, on June 20th and July 22nd. By June 29th, as stated in the included copy, they had charged my credit card the entire amount, overpaying them before payment due.I tried to contact them many times to no avail. Finally, I spoke with ************************* who asked them to refund me and which was overdue.I received a reply from ****************************** of the accounting department apologizing for the delay in refunding the account on December 14, 2023, and that the refund would be issued by "the end of next week," which would have been December 21, 2023, but it never realized.Yesterday, January 4, ****, I contacted ****************************** asking what was the status of the refund; she replied, "I will speak to accounting and get back to you."I have yet to received a reply from her or the accounting department.Please advise on how to proceed in this matter.Thank you.******************************************Customer response
01/30/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding US Coachways, Inc. has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
******************************************************************Initial Complaint
12/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
******************** hockey team received a quote and obtained service for bus service for the team for out of state bus service for their hockey team in September. The night before they alerted the team they had no buses available which left them in a bind. They have refused to pay back the over $5,600 that they took from the team. Numerous attempts to receive the refund are going unanswered. This is putting the team in financial hardship to finish off their year as they had to scramble to find transportation at the last minute and now out the money they was paid to US Coachways that they refuse to refund or address.
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Customer Complaints Summary
68 total complaints in the last 3 years.
36 complaints closed in the last 12 months.