Complaints

This profile includes complaints for Lux Coach America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lux Coach America

  600 W. Santa Ana Blvd Ste 114A Santa Ana, CA 92701-4558

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  Lux Coach America

  25430 EDWIN ROAD Moreno Valley, CA 92551-9524

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:01/26/2025

  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.

  Luxury Coach of America, not luxury at all.The trip we really did book with Luxury Coach of America was in August 2024 and was a fiasco of the greatest kind. Luxury Coach insists on being prepaid for the coach trip. In August we paid in full $1650 for a 56-seater coach using a credit card. First issue, on the day booked no coach arrived, Luxury said they have made a mistake with the date. Embarrassing, as all passengers were sent home. Rebooked for the following week with ***** ******** of Luxury Coach. This time the coach appeared on time; we planned to get out of the desert due to excessive heat. We had not travelled 15 mins. in this coach when we realized no air conditioning. A bus full of seniors in the desert in a bus in August without a/c this is not service this is just careless. We stuck it out and headed for the beach as planned finally. The gears on the coach started slipping as we arrived at the beach, the driver called Luxury Coach many times told us nothing they can do sorry. The seniors were jerked back and forth every 5 minuets all the way home, 2 1/2 hour ******** was a never to repeated trip with this ********* the end of September Luxury Coach of America used my credit card to charge an unauthorized $1220 for a trip not booked and no balance due. They admitted the error and said they would return the funds, many promises to return but never returned. Many communications saying it was a mistake but its 28 January 2025 and still they have not refunded the money. Dishonest unreliable, many complaints on **** and others about the poor service and none return of funds. Avoid the dishonesty and unreliability of this company, pay a bit more for a better experience and service from any other vendor .....

  Business Response

  Date: 01/26/2025

  Sandra 

  This is not the truth and you know it, 1 st of all your trip that you say the bus did not show up is a lie, You changed the date and we accommodated the change very last min, When you re booked the date we showed up on time and no issue was with the bus during the entire trip until the end of the trip you started to complain of the ** not being cold enough to your liking and you were 40 min from your drop off and demanded a different bus which would have taken and hour and 10 to get a driver and a bus to you rather then the 40 min to your drop off that made you unhappy and mad, you also disputed the charge on your card telling your bank you had no idea who LUX was so that was a lie and we had to submit not only all the documents but we pulled photos from the cameras in the bus to send to the bank that looked just like you and your photo on your drivers license that we also sent to the bank, You are also not telling the consumers that when the dates were changed we also paid you in a check for your lunches that you say were lost and not able to be used which was a $250 check, You are not at all being truthful and as a business I wish their was a website for businesses to check on consumers to learn of the history of the consumer with businesses because you should be black listed from being able to even charter buses, You also failed to say in your lies we have done over 4 jobs over the years for you all perfectly done but you have one experience that was more then 1/2 your fault for the negative experience and you blame us and shamefully lie.We refunded you for the lunches to you in a check and we have moved on , You were in agreeance on the partial refund and are mad your chargeback was lost because you in fact know who we are we did not commit fraud and you also took all the services and they are fulfilled as the contract of services is complete.    

  Customer Answer

  Date: 01/26/2025

  We completed a trip in August, and yes ***** you accepted a confirmed booking, full payment then didn't send a coach. The folks standing in the lobby for 2 hours waiting for a coach that didn't show would all attest to all that. When we rescheduled you sent a faulty vehicle, passengers would attest to the lack of AC when we left Thousand Palms and to the jerking all the way home.  You too acknowledged the discomfort of passengers telling me by text you would discount if I ever booked again. If you like Ill ask all the passengers to write about our experience. In September, you charged me $1220 an unauthorized charge for no coach and no debt to you agreed, You said you were refunding for weeks but didn't.

  For your records About Me: I have a credit score of 840, I have hundreds of people, in my community who would willingly write letters to attest to my honesty, my kindness respect and the highest standard of integrity. I'm VP of Disaster Preparedness in our community, soon to be President of ************ after serving 4 successful years as V President. Clean criminal background, not so much as a parking ticket. I have 2 little brothers with ************ and Sisters of America matched for 6 years, volunteered with children for years.  I'm the biggest generator of charitable funding in our neighborhood. I give of myself, my own resources if needed. My current employer would willingly write a character reference after 3 and a half years of work, where my honesty and integrity has resulted in my being placed in a great position of trust. I tell you all this not to brag, but to be assured you know what sort of person you are dealing with. You admitted taking the funds in error and ****** was the one putting it right. No explanation you said it was too complicated to tell me by text. You didn't investigate or explain what happened either of you in spite of the numerous texts to tell me refund deposit next day etc. 

   

  Business Response

  Date: 01/28/2025

  I am not sure what your credit score would have to do with this and you also did not address the fact we refunded and paid you back your lunches, you seemed to have just skipped over that again. We did not send a faulty Bus if you had AC issues the moment you got on board why would you then take the bus from that moment. You are not being truthful in your timeline of events but never the less we did advise we would give a discount for anything in the future for the fact of your complaining about issues and we trying to make it right for you. If you would like to re book something you can reach us directly to do so as stated and we can move forward for your discounted rate. If you do not wish to book something we do offer our apologies and hope you can work with a company that would meet your standards even though ours are already very high in the industry. 

  Customer Answer

  Date: 01/30/2025

  Sadly, you are mistaken.

  July 23 we had a contract and confirmed booking for ***** 5th trip to *****************

  We waited 2 hours August 5th morning for the coach to arrive only to be told by ******, no coach, mistake your side have to cancel. All Passengers were very upset you had failed to send a coach as booked. I sent an email ******, related to the cost of the lunches we lost on the August 5th non trip. 

  If not why were you paying for these lunches?  27passengers have written letters about the bus failing to show up August 5th if you would like me to send them to you, Care Credit and BBB let me know. All writers complain about AC not working as we left the desert, but we pushed on because people were not happy as you let us down before. We were going to the ************ area we decided to go on, but it was not comfortable. The jolting started later in the journey; I sat at the front I heard the driver call you more than once to report it we were still 3 hours from home it didn't get any better. All of the passengers' letters mention a) your failure to supply a coach mistake your side ****** said and b) AC not working and b) jolting all the way home.

  That trip was prepaid in full in July. Hence why did you charge me another $1220 end of September? Mistake you said repeatedly, yet another in a long line of mistakes.

  My credit score and things about who am I were sent to you because you said you wished you could vet customers so you would know who they are. You have indeed called me a liar, which I am not. I have facts, dates emails and text messages with you and ****** to back up every word.

  You however seem to have a difficult relationship with the truth, you don't seem to remember failure to supply August 5th even though 50 other people do.

  Do the right thing, return my $1220 and all this stops, but expect me to make a charitable donation to your business for no service that won't happen I will pursue every legal avenue to get my money back.

   

   

   

   

   

   

   

• Initial Complaint

  Date:11/09/2022

  Type:Order 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 are small hospitality business in ********** with a referral agreement in place with Lux Coach. The company has been ducking, blocking numbers and avoidng playing the referral fee, even though the event referred was months ago and paid months ago. Be careful booking with this company. Agreement in principle is documented.

  Business Response

  Date: 11/10/2022

  Thank you so much for the I formation , your agreement that you provided (Screenshot) is to a e mail of **************************************** that is not lux coach or our company. Furthermore we do not do referral fees. We only work with licensed brokers and have contracts in place with them showing a breakdown and a w9 on file for the vendor. Your claim seems to be with a company by the name of uscoachrentals per your screen shot which we also work with but is not our company.