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:06/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 27th August 2024 I booked bus tickets through "The Canada Bus" website for my Grandson and myself for travel from ******** (*** ******** on ************ pickup location) going to the *************** on the 21St December at 09:35. "The Canada Bus" had all my contact info. On the 21St of December we arrived at the designated pickup location well before the designated pickup time on our tickets. No bus arrived at that time or anytime during the time we were there. I attempted to contact "The Canada Bus". First couple of attempts no one answered the phone. Finally got ahold of someone who kept telling me they could not find my tickets and would call me back. We had a flight to catch so I made alternative arrangements to get to the airport. After arriving at our destination I called "The Canada Bus" to find out what the problem had been and get a refund on my tickets as they failed the provide the service I paid for. This time they had the tickets but informed me that the bus didn't depart until 11:30/11:35 and that they had no bus at 09:35. When asked why the discrepancy, was told that it was "due to operational requirements". Even if this was the case they made ZERO effort to let me know. When I attempted to get a refund, I was given a totally frustrating multi day run around. My last attempted ended in me being told basically too bad so sad, we don't do refunds. I felt that based on their failure to contact me they dropped the ball. I feel I am entitled to a refund based on their failure to provide the services I paid for. They continue to advertise the same times I had booked but now say they don't even run at those times.

• Initial Complaint

  Date:18/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a passenger on March 13, 2024 The Canada Bus's 5pm route from ******* to ********. During the mid-stop in ********, I briefly went to use the restroom and returned promptly, only to find that the bus had already departed. According to The Canada Bus schedule, the departure time was slated for 7:20pm, yet when I contacted The Canada Bus at 7:16pm, I found that the bus had left earlier than scheduled. Despite my immediate attempts to reach them by phone, there was no response from The Canada Bus.My backpack, containing my computer and credit cards, was left on the bus. I urgently contacted a friend in ******** to intercept the bus at its scheduled stop and retrieve my belongings. However, upon my friend arrival at the ******** stop at 8:50pm, ten minutes before the scheduled arrival time of 9pm, they found that the bus had already departed. It was evident that The Canada Bus was not adhering to its scheduled stops and was neglecting its passengers.Since this was the last bus of the day, I had no choice but to request my friend to drive from ******** to ******** to pick me up, and then proceed to ******** during the night. Throughout the ordeal, I was unable to reach The Canada Bus company by phone, and the following morning, I had to accompany my friend to the bus stop to retrieve my backpack and computer.Given the inconvenience and additional expenses incurred due to The Canada Bus's failure to adhere to its schedule and lack of responsiveness, I request that they cover the expenses for my return journey to ******** that night, as well as the expenses for my friend's drive to retrieve my backpack.I discovered that other passengers had similar experiences with The Canada Bus, citing its failure to adhere to its schedule and apparent disregard for passenger welfare.