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:04/19/2025

  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.

  We have a quantity of (4) Van Galder Bus tickets good for transportation between ********* and ********************. We paid $30 for each ticket. The tickets are numbered *****, *****, ***** & *****. There is "NO" expiration date on any of the tickets. The tickets state that "THIS TICKET GUARANTEES THE HOLDER TRANSPORTATION TO THE DESIGNATED DESTINATION." We get that the cost of a ticket now is much higher that $30. We want a credit for $120 with Van Galder. Van Galder took our money for these tickets.... which have no expiration date and we want the credit due to us. We have contacted Van Galder and were told no.

  Business Response

  Date: 04/22/2025

  The bus tickets the Reins have in their possession are approximately 10+ years old. When the pandemic hit in 2020, we phased out any outstanding paper tickets and provided passengers with a ***** period of up to three years, allowing us to clear them from our system. We announced the expiration of these tickets through various channels, including our website, stop locations, and drivers informing passengers. The customer has had ample time to use these tickets or contact us directly. At this time, when we are approached regarding these tickets, we inform our customers that they have expired and are no longer valid for travel.
  
  The current cost of a ticket between ************, **, and ******************** is $47.00/each way.  If the Reins would like to mail me the expired tickets, I can issue them a round-trip ticket valid for six months between ************, **, and ********************. According to the value of their old tickets, they have a credit of $26.00 that can be applied to the cost of a one-way or round-trip ticket. 

  Tickets can be sent to:  ***** ***, Coach ***, **************************************  If you need further assistance, I can be reached by e-mail at ***************************************** or by phone at **********************.

   

  
  

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  First of all thank you BBB for your assistance with this matter.
  
  How  embarrassing that the bus company is saying we can pay the difference between $26 ?? and the current price of $47 for each of our tickets to get a 6 month duration of travel to ***** from ************. We dont have any plans to travel over the six months. We wanted to use our tickets on the trip we are on now Where the heck did they come up with $26 for tickets I paid $30 for and are marked $30 ?  These folks either have the worst customer service we ever seen, or they operate as thieves.  
  

  How silly would it be if we were to send them our tickets that state in writing that they are guaranteed plus an additional $21 for each of our tickets.  We are on the trip now that we wanted to use our 4 tickets on. and we have no further trips planned

  How are $30 each tickets we paid for with NO expiration dates now valued ? at $26 by them ??
  

  The bus company response of giving a grace ****** is also inadequate. We did not travel at all during those years of Covid so we would not have seen the notices they speak of.

  How can they phase out our guaranteed tickets during a time where we and so many others of their other customers didnt travel during a world-wide pandemic ?  That seems so sad that they would use this as a time to take advantage of patrons. 
  

  If they do not want to provide the service printed in writing on the tickets we purchased under those terms. It is very sad. 
  
  Regards,
  
  **** & **** ****

  Business Response

  Date: 04/28/2025

  We provided a valid solution to the issue raised by the Rein's.  The tickets they have in their possession are approximately 10 years old. They assumed these tickets would still be valid for travel without checking.  We were in the pandemic five years ago.  We gave customers up to 3 years after the pandemic to turn in any old tickets.  We are not taking advantage of our patrons as they claimed  We had information on our website, buses and terminals informing passengers of expired tickets and steps that needed to be taken. As a goodwill gesture, we will be offering "in-store" credit for the value they paid, which is $120.00.  Yes, the ticket price has gone up in the last 15 years.  When they are ready to travel (hopefully within the year) they can contact either myself or ***** *** at ********************.  At that time, they can make arrangements to deliver the expired tickets to our office and we would charge them the difference to acquire new tickets.

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately Coach USA is making this resemble a root canal for us.  Their statement that we did not check with their company before presenting our tickets to their driver a few weeks ago makes us wonder why we would have done that ? We had 4 tickets purchased that state that they "Guarantee transportation between ************ IL to ******" and those tickets have no expiration dates.   We give up.  It appears the Coach USA business model is to sell guaranteed tickets with no expiration date predicated on their customers "giving up".  Or mailing them our $120 worth of tickets with an additonal $68 for tickets that DO expire.  We give up to this company we've been patrons of for many decades.    
  
  Regards,
  
  **** & **** ****

• Initial Complaint

  Date:04/17/2024

  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.

  On 4/11/24 we rode the Van Galder bus from ********** to ****************** and were forced to purchase 2 one-way tickets at a cost of $90 from the bus driver because their online ticket purchase system was not working correctly and kept giving us an error message of oops something went wrong for several days ahead of time that we tried to purchase them. We utilized several different devices at multiple times of the day and always got the same error message. The bus driver told us he had heard of this error ******************* many times and he wasnt a bit surprised , in fact he shook his head, he felt bad that his ticket prices were so much more money but he had no other solution for us. He also could only sell one way tickets. After arriving at our destination I tried their website again the next day to purchase one way tickets for the way home- received same error -so I called and spoke to a representative at Coach to see if I could get help. The representative said she was not able to sell tickets! She also said there was nothing she could do to help with the technical error! I cant believe a company like this would not have an IT department to assist passengers to fix problems with their system? If they have one- none was mentioned. On 4/13/24 I was forced to again purchase our return bus tickets from the driver at a cost of $90 again! Online 2 road-trip tickets would have only cost about $130. The representative filed a complaint form for me and sent it up to managers, to which I merely received an email reply the next day saying that they would not issue us a refund for the difference in price that we paid and the complaint ticket was closed. I truly feel this entire scenario is a scheme by Coach to get more money from passengers for their tickets! I believe we are owed a refund for the difference in price we paid of approximately $50.

  Business Response

  Date: 04/28/2024

  Please offer our apologies to ************ for her experience with our national customer service ticketing system.  We encourage customers to purchase online tickets for travel.  Not only is it a savings for them, it is beneficial to our drivers by streamlining the boarding process and eliminates our employees from carrying cash or taking additional time to sell passenger tickets.  To protect our customers, we have industry-standard fraud prevention checks in place on the website payment page.  It is quite possible that their name or card may be coming up under these checks that prevented them from making an online payment. During the time period that ************ attempted to purchase tickets from www.coachusa.com, there were hundreds of other online transactions that were successful and customers received their tickets without issue.  The statement that this entire scenario is a scheme and an attempt to get more money from the passengers is 100% false.  As a goodwill gesture, I will honor her request to be reimbursed the fare difference, which equals $42.80 for the (2) round-trip *************************** bus tickets.  Please have ************ take a picture of her receipts and send them to "***********************************************."  Once this is received, I will contact ************ and refund the $42.80 to the card that was used on 4/11 & 4/13..  

• Initial Complaint

  Date:05/31/2023

  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 am going to ********** thought I could use the VanGalder bus service from ******* to ******. But later I learned that I could only park in the lot for 6 days. I will be gone for 10 days. I called the company and asked for my $120 dollars back & was told that they have a no refund policy But that I can use the ticket up to a year. I have no plans to travel again for 2 years. I would like my money refunded.

  Business Response

  Date: 06/13/2023

  Please inform **************** that once it is verified that her tickets have not been used for travel, we will refund the transaction.  Thank you, *****************

  Customer Answer

  Date: 06/13/2023

  [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:04/20/2023

  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've attempted contacting this company multiple times to resolve this experience but have yet to hear from anyone over a month later. I took a bus from ***** to ******* today (departed ***** at 9am bus *****). When I dropped my suitcase off at the curb and when they scanned my ticket I told the personal I was getting off at the ************************. They switched drivers in ********** and when I got off at the park and ride I asked for my bag. The driver pointed to a compartment filled with bags and said I didnt tell them where I was getting off and he wasnt going to unload 100 bags just to get yours. I had someone picking me up and I asked again if I could get my bag (I could see it in the compartment). The driver flatly told me Id have to follow the bus to their next stop and get my bag there. I asked if I could board the bus and just ride to the next stop and the driver refused. The bus drove off before my ride even came and we had to frantically drive quite a ways to meet the bus. When I arrived the driver wasnt even around. I asked another driver for help and he finally found my bag. Im a recovering cancer patient who was exhausted from my flight and bus ride. This was completely unacceptable customer service and the rudest response Ive ever experienced from anyone while traveling. Can you please refund my ticket? My order number is: dd8d6522-c372-4287-a8bb-7fcedffcabd4

  Business Response

  Date: 04/25/2023

  Please offer our sincere apologies for this passenger's experience.  We are only able to find one copy of communication from **************** that was sent to Coach *** on 3/19/2023. Unfortunately, this e-mail did not reach our hub and **************** was not offered a resolution by Coach ***.

  **************** was on a bus traveling to *******, ** on March 19, 2023 at 9:00 am.  This bus had 56 passengers and two bays full of luggage for both of our ******* stop locations.  I am assuming that **************** informed the driver of her correct stop location at the Park & Ride and that the driver inadvertently placed her bag in the bay reserved for ************ Street passengers. Upon arrival at the ******* Park & Ride lot, **************** disembarked and requested her luggage.  The driver told us that her luggage was "buried" and that he would not be able to retrieve her bag until the bus reached Lake Street.  **************** traveled the six miles to Lake Street and was able to immediately retrieve her bag.

  Our driver needed to handle this situation with professionalism and respect for ****************, and I am truly sorry that we failed her. 

  Given that we provided her with safe and timely transportation to her destination, a refund would not be in order.  However, in the hopes that **************** will give us another chance I would like to reach out and offer her a complimentary ticket that she can use between *******, ** and ********* ********************, or if she prefers, ********* ****** Station.  She may reach out to me at *************************************** with her e-mail address for tickets if this is acceptable.

  Thank you, and please let me know if you need anything else.  *****************

   

  Customer Answer

  Date: 05/05/2023

  [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 although I don't agree with the business's response I wish to resolve it.  
  
  Regards,
  
  *************************