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Business Profile

Charter Bus

Tornado Bus Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Charter Bus.

Complaints

This profile includes complaints for Tornado Bus Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Tornado Bus Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Answered
      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 planning a trip to San Antonio to purchase my first ever vehicle and bought a bus ticket to ride from McAllen, Texas to San Antonio, Texas. My bus ticket was $70. Due to an unforeseen circumstance, I was unable to go to San Antonio and could not make my bus ride. I called asking for a refund and I was advised by a representative that no refunds were allowed. I was very upset as I do not have control over extenuating circumstances and this business failed to acknowledge that, and kept my money. I wish to have a refund.

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2022/11/08) */ We appreciate your feedback, and so sorry about your recent experience. We understand your experience was not ideal. go to ****************** REFUND AND EXCHANGE No refunds Un-used Tickets are valid for 60 days only. Tickets may be exchanged for a different travel date or time at a $5 charge. However, the ticket must be used within 60 days of the original purchased date. Origin or destination may not ever change. If ticket was lost or stolen, you will need to purchase a new ticket. We're not liable for any travel expense caused as a result of a delay. Fares are subject to change at any time without notification. We understand that emergencies may occur and you're obligated to cancel your trip. Please reach out to one of our customer representatives to see how we can help.

    • Initial Complaint

      Date:09/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      September 21 2022 I was catching a bus from Lexington Ky to Nashville Tn @2pm. I arrived early and contacted the company about my confirmation email that never arrived. They told me the payment had declined which it in fact didn't. I finally got a rep to verify that my ticket was booked and headed to the bus stop. Upon the bus arrival my email confirmation still never showed up. The bus driver who doesn't have a itinerary and didn't speak English told me that I couldn't board the bus. I called Tornado bus company who spoke to the driver. He then told me that my bus will be coming shortly and proceeded to board taking off leaving me stranded. I missed an important job interview because of this which cost me the position. I will like a refund and will be also contacting my financial institution as well.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 5, 2022/09/22) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future.

    • Initial Complaint

      Date:09/11/2022

      Type:Product Issues
      Status:
      Answered
      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 paid to go from Shreveport la to Spartanburg 9/10/2022 at 10:50 pm..I waited 2 hr for no bus..I called about 50 times every number online..this is some messed up stuff..

      Business Response

      Date: 01/03/2023

      Business Response /* (1000, 7, 2022/09/28) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Consumer Response /* (3000, 13, 2022/10/17) */ confirmation number:******* 0-14-22 Shreveport Louisiana to Spartanburg south Carolina $140 I got COVID-19

    • Initial Complaint

      Date:09/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 brought a bus ticket today 08/01/2022 and i never got an email with the code

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/09/02) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience. Last 4 digits of credit card, please.

    • Initial Complaint

      Date:08/14/2022

      Type:Product Issues
      Status:
      Answered
      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 tornado bus company also known as "El Expreso bus" has sold me a ticket for 88.00 on the date of August 13, 2022 on August 12, 2022. The ticket was from Oklahoma City, OK the provided bus stop was 1024 SE 44th St, Oklahoma City, OK 73129 at 11:00pm. I purchased this ticket on the behalf of my fiance. The bus never showed up and he is now stranded. I called the provided number of the company (XXXXXXXXXXX) and they put me on hold serval times and hung up. The bus never came. The company agents didn't take the time to listen to my issue no matter how many times I've called. This is a nightmare of an experience and I want my refund. I can't believe that they wouldn't even allow me to talk. I've even had my mother called to speak in Spanish to get a solution. They also hung up on her. This company is false advertising routes and selling tickets to people. Unbelievable.

      Business Response

      Date: 09/28/2022

      Business Response /* (1000, 5, 2022/08/15) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I have not received my refund that I deserve. I paid for a service that I did not receive. Which was a one way bus route from OKC to KCK. My partner was left stranded a whole day due to this. We depended on the Tornado bus company for transit. Your phone agents never gave us information when we asked where the bus was. They hung up multiple times after calling several times. Both in Spanish and English. This was a nightmare of a situation. Business Response /* (4000, 10, 2022/08/17) */ We appreciate your feedback, and so sorry about your recent experience. We'll refund your ticket, asap. We understand your experience was not ideal. Consumer Response /* (4200, 12, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept the response until I see that your company actually return funds into my account. I've already been deceived, once I see the return I will accept your response. Business Response /* (4000, 14, 2022/08/19) */ To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Consumer Response /* (4200, 17, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already filled out the form. Here's another upload of the form that I've already submitted to you guys. The way that you refuse to do your job is astonishing. All that you have to do to make amends is to put the money you took from the service you failed to provide into my debit card.

    • Initial Complaint

      Date:07/22/2022

      Type:Product Issues
      Status:
      Answered
      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 for July 25 from Minnesota to McAllen tx first I didn't get any email confirmation then I called to see what was the issue with the confirmation the operator transfered me and I waited 1hr and nobody answered my call so I hung up called back tried to explain my issue but lady was very rude I would like a refund I will not be traveling on Toronado

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/07/25) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Form: Ticket# : Date: Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a refund please ticket was not used Business Response /* (4000, 9, 2022/07/28) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. Please see document attached, to start your refund.

    • Initial Complaint

      Date:07/06/2022

      Type:Product Issues
      Status:
      Answered
      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 July 1, 2022 I purchased a bus ticket leaving from Jackson, MS on July 5, 2022. I arrived 15min prior to the scheduled departure time and after an hour wait I called the customer service department to confirm pick up and I was informed on the phone that the bus left earlier than the scheduled time. There was no warning or update given to me regarding that and therefore I would like a refund for Services not used due to no fault of my own. I ended up having to book a last minute very expensive flight to get to my destination by my appointed time!

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/07/07) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Form: Ticket# : Date: Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There isn't an attachment link in the complaint area so I've attached my ticket number and date here. Ticket # XXXXXXX schedule date: July 5, 2022 01:30a.m. Business Response /* (4000, 9, 2022/07/13) */ We appreciate your feedback, and so sorry about your recent experience. We'll refund your ticket, asap. We understand your experience was not ideal. Again, we appreciate your concerns and value your feedback.

    • Initial Complaint

      Date:06/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 bus was canceled by bus company. They wanted me to reschedule. Number i was given isnt a working number. All i have gotten is the run around. I want my money back.

      Business Response

      Date: 08/05/2022

      Business Response /* (1000, 5, 2022/06/29) */ Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience by filling out the attached form. We are truly sorry for the inconvenience and hope to offer you better services in the future. Form: Ticket# : Date:

    Tornado Bus Company is NOT a BBB Accredited Business.

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