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:11/28/2023

  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 6 people for a trip this Sunday a few weeks ago. I just realized on my invoice that not only was I charged for an extra person bvut a name I did not give the booking agen was used. When I called to get my refund for their mistake they said absolutely NO REFUND OR CANCELLATION several times . I explained I wanted neither but a refund for their mistake of overcharging me. They said absolutely not and to either sell the ticket or give it away. That is no way to treat a customer. THEY made the mistake. They should reimburse me for their mistake.

  Business Response

  Date: 12/07/2023

  Trans-Bridge Tours, Inc. has communicated with this customer and offered several possible resolutions. It was agreed that the extra ticket would be sold to another customer and a refund for the seventh ticket was processed for ***********************

  Trans-Bridge Tours considers this matter resolved.

   

   

  Customer Answer

  Date: 12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********************************************
  

• Initial Complaint

  Date:12/06/2022

  Type:Order 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 was unable to use any of my commuter passes which I paid $224.50 for on the bus. Their app will not allow me to change the departure location I was than forced to pay $50.85 for a single ride

  Business Response

  Date: 12/07/2022

  We will respond to ****************, however, we would like BBB to know that our representative has spoken to him and he has emailed our office as well. We are currently working to resolve his issue with him. He did not give us enough time to work out his issue before filing a complaint.

   

  Thank you,

   

  JL

  Customer Answer

  Date: 12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********************* shouldnt take that long to resolve this problem..

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 16, 2022, I purchased round trip tickets from New York, NY to Allentown-Bethelehem-Easton Airport, PA, leaving 7:00pm to PA on October 19, 2022, and returning 11:35am to NY on October 23, 2022. The returning bus was canceled without notice or refund, and the online ticket failed to load for myself and another passenger to take a different bus. The only other offering was a bus departing the same day at 11:55am at a stop 10 miles away (William Penn Hwy). Since our tickets would not load, we needed to purchase another set of tickets. When we arrived, the bus did not pick us and the other 20+ passengers up until 12:20pm, 25 minutes late without notice. The canceled set cost $101.70. The repurchased set cost $86.50. Transbridge operated using deceptive practices to lure passengers into purchasing, cancelling routes with no notice, and requiring passengers to travel, with cost, 10 miles from the original stop and purchase new tickets, for a bus that was 25 minutes late without notice or explanation. These deceptive practices are unlawful, and Transbridge has a legal obligation to refund me the entire cost of this trip, totaling $188.20.

  Business Response

  Date: 11/10/2022

  Dear *******,
  
  Trans-Bridge Lines apologizes for the cancellation of Run *** on Sunday, October 23, 2022.Our company is being challenged by a driver shortage in the bus and trucking industry, which is affecting our operations. This is the reason for the cancellation and is not a situation we wish to be in or take lightly.
  
  The cancellation of this run was communicated on Friday, October 21, via our website Alerts page, email to our customer database, social media posts on ****************** *********, and ********,and direct email to passengers booked for this route.
  
  Our Customer Service Department spoke with your mother, whose name and credit card the tickets were charged to. A full refund of $101.70 was credited back to her credit card on November 1, 2022.

  The request for refund was granted and we consider the matter resolved.

• Initial Complaint

  Date:06/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of 6/6/22 I went on their website and purchased a ticket for a bus trip from Easton, PA to the airport in Newark that was scheduled to leave Easton on the same day at 2:55 PM and arrive at EWR at 4:05. While waiting for the bus at the intermodal transport station at *** *** **, in Easton, along with about a dozen other people, some of who had also bought a ticket on Transbridge's website, it became apparent that this bus wasn't going to arrive. At 3:27 PM I called their customer service number, ###-###-####, and was told that this trip had been cancelled at some point in the past. When I asked the person why I was able to buy a ticket for a service they knew they weren't going to provide, I was told that was just the way their website worked and I would not have my ticket purchase price refunded. I believe this would be called theft by deception. In addition to the $42 they stole from me, I had to pay another $110 for an **** to get me to the airport so I could get on my flight back to my home in Colorado. I would like an investigation into how much money they stole from people by selling tickets for bus trips they knew they weren't going to provide. Personally, I would like my $42 refunded, along with the $110 I had to pay **** to get to the airport because of their malfeasance.

  Business Response

  Date: 06/21/2022

  June 21, 2022
  
  ********************,
  
  Trans-Bridge Lines has received your complaint through the Better Business Bureau regarding cancelled bus Run 149, which you had purchased tickets for.
  
  Our company acknowledges that Run ***, departing Easton ******************************** at 2:55 p.m. was canceled. Due to a lack of available drivers, we were forced to cancel and combine some of our runs on Monday, June 6, your day of travel. The truck and bus industry is experiencing a severe drivers shortage, which is also affecting our operations. We are actively recruiting qualified drivers, but are challenged in doing so. With the summer months upon us, employees are using vacation time, and we cannot account for employees suddenly calling out sick or having emergencies. As you are likely aware, the same situation is occurring in the airline industry.
  
  At the time you purchased your ticket, we had every intention of operating the run. When we became aware that the run must be canceled, it was communicated at 10:56 a.m. on all of our social media platforms (****************** and ********); via our website at www.transbridgelines.com/alerts, and through email. We are very sorry that our messaging did not reach you.
  
  Unfortunately, it is not the policy of Trans-Bridge Lines to give refunds on tickets. All One-Way and Round-Trip tickets are valid for six months from the date of purchase. Our customer service representative assumed you may be able to use your ticket for future travel.
  
  For your knowledge, our website policy states:
  
  All schedules are subject to change without notice.
  Trans-Bridge Lines cannot assume responsibility for inconvenience, expense, or damage resulting from errors in timetables, failure to make connections, mechanical errors, or operator errors.
  Trans-Bridge Lines is not responsible for formulating policies regarding rules, regulations, and fares beyond its own lines.
  Stops may be added to meet demand or overloads.
  Although Trans-Bridge Lines does its best to provide on-time service, we do not guarantee arrival or departure times.
  As with any other form of transportation, delays are possible and unpredictable. Trans-Bridge is not liable for delays, cancellations, or incompletion of runs caused by accidents, breakdowns, unfavorable road conditions, and other delays due to loading time, traffic, weather, and other circumstances beyond our control.
  
  We sincerely apologize for the negative experience you had in attempting to travel with us. We understand that you may not have the opportunity to use the purchased ticket again because you live in Colorado. We will refund your purchased ticket for the full $40.30 value. We ask that you please return the ticket to our office at 2012 Industrial Drive, Bethlehem, Pennsylvania, 18017, so that we may process a refund on the same credit card you used to make your purchase. At your earliest convenience, please email us at [email protected] to provide us with your contact information and we will have our customer service team leader phone you.
  
  It is not possible to reimburse you for the Uber service you chose to ride for $110, or the $25 tip you chose to give that driver.
  
  Please understand that Trans-Bridge Lines does not engage in deceptive practices. Our company is a family run business, and has been transporting passengers for over 81 years. In that time we have faced employee shortages, but not at these extraordinary levels. We must make difficult decisions in adjusting our schedules at times, but have always been transparent with our passengers about any changes.
  
  Thank you for your understanding and cooperation.
  
  Trans-Bridge Lines, Inc.

• Initial Complaint

  Date:05/31/2022

  Type:Billing 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 went to issue tickets for a tour to beach ! 2 adults . 1 child 6 years old the other two are 1 and 3 . On the inter-nary and fees is says 5-and up ) there is a fee . So I went to book and they added the two fees for the children that shouldn't be charged . I have travelled many times with them and had kids . They tell me that the one year old needs car seat . Now I never had ome in allllllll the years I travelled transbridge tours ! Then they said I owed a diff amount amd online the fees were wrong . I have the email and the fees for this trip . I should not have to pay for the two kids . If I found the error ? I should be given the fee I read ! I can send a picture to prove !

  Business Response

  Date: 06/07/2022

  June 7, 2022
  
  **********************,
  
  Trans-Bridge Tours, Inc. has received notification of your complaint regarding pricing on our One-Day Tour. We are responding to the complaint with the details of our exchange with you.
  
  On Friday, May 27, 2022, you submitted an online reservation request to Trans-Bridge Tours, Inc., to reserve five seats on our Point Pleasant, New Jersey & ******************* Tour. You indicated there would be two adults and three children, ages 6, 3, and 1 in your group.
  
  On Tuesday, May 31, 2022, you received an email from Trans-Bridge Tours, Inc. confirming your reservation for the Point Pleasant, New Jersey & ******************* Tour scheduled for Friday, July 8, 2022. The confirmation included your departure location, price, and how to make payment for the tour. On that same day, you exchanged emails with our customer service representative inquiring if the children, ages 1 and 3, were free if they sat on an adults lap. You mistakenly presumed that children below a certain age are free. This is not the case and there is no information on our website, sale flyers, or itineraries that states young children are free. Children are charged for a seat regardless of age, as young children are required to be in a booster or car seat. Customers are directed, on our website, to contact our office for infant, toddler, or preschooler prices.
  
  During her conversations with you, our customer service representative communicated that an error was discovered in our information. The information indicated the children's price for ages 5-11 is $74. It should have read ages 2-11 is $74. Because of the typographical error, it was explained that the 3-year-old and infant price would be $62. You asked if the two children could go for free due to the error, which we explained was not possible. You did not accept our response and stated you would file a complaint with the Better Business Bureau.
  
  You communicated that you are a frequent traveler with Trans-Bridge Tours, Inc. However, we looked back and only have record of you being on one tour in July 2018 with four adults. At other times, you may have traveled with our affiliate company Trans-Bridge Lines, Inc., which offers regular bus runs. Please understand that each company is a separate corporation and operates with different rules, policies, and pricing. Trans-Bridge Lines allows children 2 and under to ride for free when accompanied by an adult paying full fare. Children riding free are restricted from occupying a seat to the exclusion of another paying passenger.
  
  Terms and Conditions on Trans-Bridge Tours are subject to change throughout the tour year.  All tours and services are based on the prices in effect at the time of printing and are subject to change at any time. Trans-Bridge Tours, Inc. is not responsible for typographical errors.
  
  In order to resolve this matter, as a gesture of goodwill, Trans-Bridge Tours, Inc. would like to offer adjusted pricing on the tour. The tour cost would be $360 total as follows: two adults @ $86, one 6-year old @ $74, one 3-year-old @ $62, and one 1-year-old @ $52.
  
  If your intention is to complete your reservation for the Point Pleasant tour, please call ************ to make your payment.
  
  Thank you for your cooperation in this matter.
  
  Trans-Bridge Tours, Inc.