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:12/20/2024

  Type:Service or Repair 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.

  Last week My daughter (18) Was taking a bus to her grandparents house for the holidays. Her bus was scheduled to depart at 3:30, A bus arrived at 3:50, She asked the driver is this the bus anc shows her ticket, the driver proceeds to say "yea yea get on *****" The diver didnt really speak english, so my daughter got on, she realized after departture she was on the wrong bus, after i did some research, i found the bus she was on and it was at least going to the same places, she was just on the economy bus instead of the business class that was paid for. She was afraid to get kicked off though since it wasnt the right bus. This is where the rest of the issues lies...... I called custoemr service and they tried tellign me she ws going north, i was like no, i have her location she is defintily going in the right direction, i tell her which bus i think she is on, and the *** stated that she shoudlnt get kicked of becuase there is no one else scheduled to board the bus. Ok great, the next day i casll again because we are asking for a refund of the cost difference in the two ticket prices since the driver could have prevented this from happeneing. I call again the very next day, i was told to fil out a form, so I did, then i waited, and waited, fast forward to today. I still have not received a response on the form submitted so I call and ask I submitted a form last week how long does it typiclaly take to get a response, she states 2-3 days, I said ok so I shoudl have had a response by now. She said no you just submited it yesterday. I said no, i submitted it last week. She said oh well i dont even knopw what the issue is, So i told the story in one quick short sentance..... I said essentially my daughter got on the wrong bus last week because the driver didnt scan or look at her ticket. the *** ************** and?.... now i am runnign out of room and cant even finish because of how horrible the service has been.

  Business Response

  Date: 01/09/2025

  Dear *****, 

  Thank you for reaching out to share your feedback. We sincerely apologize for the inconvenience and confusion your daughter experienced during her recent trip, as well as for any frustration caused by the delays in addressing your concerns.

  After reviewing the details of the situation, we understand that your daughter boarded a different service than originally scheduled due to a misunderstanding with the driver. While the service she boarded was travelling to the same destination, it did not match the business class ticket you purchased.

  As a gesture of goodwill and recognizing the inconvenience, we are offering a voucher equivalent to the fare difference between the two services. Additionally, we are taking steps to improve communication and ticket verification procedures to prevent similar situations in the future.

  For further assistance or to claim the voucher, please contact us at **************************************** We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.

  Thank you for bringing this to our attention, and we deeply regret the challenges youve faced.

  Sincerely,

  The RedCoach Team

  Customer Answer

  Date: 01/14/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service 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 bought a Redcoach bus ticket on December 2nd to travel from ***********, ******* to *************** on December 13th. The bus was scheduled at 9:30 am on December 13th. I arrived at 9:00 am to not be late and the bus arrived around 9:10ish. When the bus driver arrived, he said the bus was for 9:15 and later when everyone boarded I asked again, what time the bus is and he said it was for my 9:30. I told him I need to get on and he said refused. He closed the luggage compartment and then proceeded to leave.

  Business Response

  Date: 03/21/2025

  Dear Ed,
  
  We are sorry to hear about your experience on December 13th and appreciate the opportunity to clarify the situation.
  
  Our records show that bus ***** departed on time as scheduled, with passengers on board. As per our policy, passengers must arrive at least 20 minutes before departure to ensure a smooth boarding process.
  
  Moreover, as a one-time exception, we have processed a refund of $60.90 as a goodwill gesture. Please check your account to confirm receipt.
  
  If you need further assistance, feel free to reach out to our customer support team. We hope to serve you again under better circumstances in the future.
  
  Best regards,
  
  The RedCoach Team

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  In preparation for Hurricane ******, my ** student decided to evacuate *********** to be with her family in *************. She booked a one way ticket with Red Coach. She wanted the cheapest seat (Prem ********* but there was only a "Business Class" Seat available and the total charge was $92.96. When she boarded the bus, the driver advised her that there were no Business Class seats and she should take any available seat. I have since reached out to Red Coach several times requesting a refund for the difference of the cost we paid for a Business Class seat compared to Economy, since they were unable to provide what we paid for. They provided a voucher in the amount of $26.10 (less than 30% of the original fare paid) that would need to be used within 90 days and expires on 12/29/24.I explained to them that we had no plans to travel on Red Coach within the next few months and kindly requested they refund the difference in fare (not asking for full fare reimbursement) to the original form of payment. We felt this was more than a fair request. On 10/21/24, Red Coach responded that "tickets are non-refundable, so the compensation mentioned is the voucher that you received."I have since reached out to them again via email on 10/26, 10/31 and 11/25. All of my emails have gone unanswered.All we are asking for is a refund of the difference in fare since they did not provide the seat we paid for. Thank you!

• Initial Complaint

  Date:11/15/2024

  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.

  Dear BBB team,This is to report about the Red Coach experience we have faced a few times till now. It is such terrible service and no value for customers time or customers money. My daughter was booked on a first class bus and they took off before the departure time by a minute and kept arguing with us on missing the bus. The driver took off right in front of us and on trying to wave to stop he literally waved back and left the gas station. Whatever it is, a bus just cant take off like that before the scheduled departure time.even if it is a minute. If they took a head count of passengers that book at that stop they would not have left a student behind. Such pathetic service, everyone has a complaint about them and they are just being rude day by day showing off their monopoly in the market. They did not issue any credit in spite of their fault of leaving before time and promising to do so.different agents kept giving different answers and lied they never said that they would give the credit. I had to book her a hitch ride at 8pm between all the chaos and she reached at about *****pm. Everyone is literally fed up of the service. My daughter has taken the bus and it was delayed/late most of the times. Whose fault is it when kids wait for 2 hours when they are delayed or when we are unable to get hold of them in situations or when students are taken to different or wrong places/destinations by the bus driver. They never take a head count of their passengers. Please look at the reference pics provided and look into the issue and help resolve with a solution.Thank you.

  Customer Answer

  Date: 11/16/2024

  II was told verbally on phone that they would credit me for the ticket amount on talking to them initially, upon realizing I did not provide details I called again and on asking if she could give me a credit to the ticket number she rudely said no. The agent literally hung up on me. I was forced to just lose my money and book with another private car ride company late night as they had no other buses scheduled for the rest of the day. Again, I am a returning red coach customer and use their services very often. Many times the bus has arrived late having us wait for a long time, I figured maybe they would be a little lenient and considerate for someone who was there and not a complete no show but its sad to see its not the case and the importance is money and not customer. I would love for customer service to make it right and at least give me a credit to use in the future. This would really open my mind to keep using their service and keep recommending people to use your service. 
  Thank you. 

• Initial Complaint

  Date:11/14/2024

  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.

  On friday august 23rd, 2024 i was supposed to take a Redcoach bus from the ***************************** to the **************************************************(receipt is attached). Those were the pick up and drop off locations. The departure time from *************** was at 3:40pm on august 23. At 4:06pm on august 23 Redcoach sent me an email (attached is the email) saying that the bus has a significant delay of 3 hours and 30 minutes from its original departure time. I was offered a voucher as compensation for the delay which i was supposed to have received 48 hours later. After seeing the email at 4:06pm I contacted Redcoach via Whatsapp at 4:34pm to speak to a representative. I explained the situation to her and she told me that she will cancel that bus ticket for me and request a refund. She gave me a case number and told me that i would be contacted via email about the status of my refund (screenshots of the conversation is attached). I contacted them again on September 4, 2024 at the phone number **************** which is the number provided at the bottom of the ticket confirmation and inquired about the status of my case. they told me that they did not have an update for me yet but that they will mark my case as urgent for Redcoach to review. at this point it had been almost 2 weeks since i had filed my claim with Redcoach and I did not hear back. I also received no voucher or email from Redcoach 48 hours after my scheduled bus was delayed per the email. i have called multiple times to see the update of my case but the representatives all told me that they did not have an update and that i had to wait for the company to contact me. i did not received any contact or updates from Redcoach. i also sent a follow up on their website to inquire about my case where it says they will respond in 24 hours but again no one responded. I did not receive the product that I was promised nor the compensation promised. No one from the company reached out to me either to follow up.

  Business Response

  Date: 11/29/2024

  We sincerely apologize for any inconvenience caused and for the delay in resolving this matter. After thoroughly reviewing the passengers claim, we can confirm that the ticket in question was refunded on October 25th. When the passenger initiated a chargeback, it was promptly accepted on our end, ensuring the refund process was completed.
  We appreciate the passengers patience throughout this process. If there are any further questions or concerns, we encourage the passenger to reach out directly so we can assist further.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/12/2024

  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.

  A month ago, I purchased a bus ticket from **** to ******, *****. They sent one bus for 2 time slots and about a 100 people along with myself got left behind. It has been almost a month to the day of when I first called and demanded a refund for their mistake and I STILL have not been given my money back. Every time I call they keep saying my case is still pending and they have reported it to their manager that cannot be contacted by phone or email and nothing has happened. Clearly my complaints are not being recieved by anyone, it is a simple refund it should not be taking this long.

  Business Response

  Date: 11/28/2024

  We have confirmed that a refund was successfully processed for the passenger on November 21st. The refund was issued to a **** card ending in 2518, registered under the passengers name. We appreciate the passenger's patience and understanding during this process.

• Initial Complaint

  Date:11/09/2024

  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 purchased a bus ticket on October 17th, 2024 for a trip with rides on October 18th and October 20th. The bus arrived ***** minutes late on October 18th, and the driver did not understand her route. She was attempting to take us to the wrong city, about 300 miles away from where we were supposed to be going per the tickets purchased. About a dozen of us passengers were in this identical situation of having a ticket for a city other than the one the driver thought we were driving to. The driver said she was going to call dispatch and stepped into the bus for approximately another hour without providing an update. After waiting nearly two hours past the intended departure time on my ticket, I called their customer service line and requested to cancel my tickets for the weekend and receive a refund. I gave up and drove myself 250 miles to the intended destination. Speaking with other passengers I befriended during our two hour wait together, I am told that they waited an additional three hours before a different bus came. The total delay they experienced would have been about five hours, which was longer than the duration of the initially booked ride. It has now been three weeks since I requested a refund for this failed trip. I have placed four calls to their customer service line, and they say the customer service ticket will be resolved over email in 7-10 business days from the incident. I am now a week past that date with no communication from Red Coach. I have even called and asked if I can speak to a supervisor or other department, but the representative has told me that no one is available, and they will only resolve my case over email. I cancelled my Sunday trip two days in advance, but I have received no refund. This is not in alignment with the policy on their website. I am seeking a refund because I never received the promised service.

  Business Response

  Date: 11/21/2024

  We have reached out to the passenger to confirm that the refund for their ticket has been successfully processed. We sincerely apologize for any inconvenience this situation may have caused and truly appreciate their understanding and patience as we worked to resolve this issue.

  Customer Answer

  Date: 11/24/2024

   
  Better Business Bureau:

  The business has reached out provided a refund for the service that was not received. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:10/24/2024

  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.

  bought a bus ticket for $50 from UT ********** ****** to ** ****** for 1PM 10/24/2024, bus left 12:30 and stranded ticket holders waiting for 1PM departure....had to purchase a private coach ticket for $145 to get my daughter to the school later that day.....the 877 contact number plays an ad loop and then states "we can't take your call at this time", the *** contact remained without an agent for 30 minutes, when I finally got through the "chat with us" line on the website the agent said they could send her on a bus 3 hours later and then cut me off....

  Customer Answer

  Date: 11/08/2024

  I have heard nothing from this company, they do not respond to emails nor is the customer survey link that was included in their SMS Support chat available to actually take responses....

  Business Response

  Date: 11/21/2024

  We have already contacted the passenger to inform him that the refund for their daughter's ticket has been successfully processed. We sincerely apologize for any inconvenience this situation may have caused and appreciate their patience as we worked to resolve the matter.

  Customer Answer

  Date: 11/22/2024

   
  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, as long as they do what they say they are going to do.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:09/28/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Red Couch Buses due to two extremely unsatisfactory experiences I have had with their service.The first time, the bus was almost 3 hours late, which was already very frustrating. However, I decided to give the company another chance. Unfortunately, on this second occasion, on 09/27/24 the bus was 5 hours late. During all that time, I was unable to eat and felt completely neglected, since they were able to give me a clear response of when the bus would arrive or if it will arrive at all. I am extremely dissatisfied with the service provided by Red Couch Buses and consider this level of inefficiency unacceptable. I hope that you will take the necessary steps to investigate and resolve this issue.Sincerely,******* *******

  Business Response

  Date: 10/20/2024

  Thank you for reaching out to us. We have contacted the passenger directly to inform them that, due to the inconvenience experienced, we have processed a refund for the full value of their ticket. We apologize for the disruption and appreciate their understanding.

• Initial Complaint

  Date:09/25/2024

  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, ***** Sewell ******, purchased a round trip ticket for my daughter, ****-****** ******, on 9/7/24, to travel from *********** on 9/26 to *****, **, returning on 9/28. Due to the impending hurricane, Red Coach canceled the trip offering a voucher for a future trip due to a general no refund policy. Said policy is understood under common sense circumstances where the customer cancels the trip. However, the merchant unilaterally, with no communication, canceled the trip. The purpose of the trip and need to travel no longer exists. Red Coach has ignored my multiple correspondence requesting a full refund, offering only a voucher for future travel within a specified time from and to the same locations. Further sms chat with a representative, who refused to provide a name, adamantly advised that a refund is absolutely not possible under any circumstances. This is preposterous. Im requesting a full refund of $98.88 charged to my credit card. Your assistance in this matter is greatly appreciated.

  Business Response

  Date: 10/22/2024

  Unfortunately, on 10/10/2024, the passenger initiated a chargeback process with her financial institution for the ticket referenced in her complaint. As a result, we are now unable to address the issue directly or provide an alternative resolution, as the situation is currently under review by the corresponding financial institution. We are deeply sorry that we were not afforded the opportunity to assist the passenger and resolve this matter through our usual channels. We sincerely regret any inconvenience this may have caused and appreciate your understanding as this process continues.