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:09/13/2024

  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 8/2/2024 I purchased a return ticket from *********** to *************** ** for August 8/4/2024. I upgraded this ticket the morning of 8/4/2024 and paid an upgrade fee. However, on 8/4/2024 the bus attempted to travel in the midst of a tropical storm. The bus was leaking water from the heavy rain fall which damaged my belongings, wet my clothes and soaked my seat. While on the bus I contacted Red Coach on ******** and informed them of the issue and was advised that I would receive an email with a resolution. I was offered a ***** bus voucher to use within 30 days. Which is ridiculous because I will never use this company again, my belongings were damaged, and I had to endure a long bus ride with water spewing out of the roof of the bus. I informed their customer service department that I want a refund and that I will decline the $30 voucher for a bus ticket I paid over $100.00 and had over $30 worth of luggage damaged because of their leaking roof. I am still awaiting a response and will proceed with requesting a refund from Red Coach

  Business Response

  Date: 11/21/2024

  Thank you for bringing this matter to our attention. After carefully reviewing the passenger's claim, our claims department granted a voucher equivalent to 30% of the ticket's value as compensation for the inconvenience experienced during the trip. Our vouchers are valid for 3 months and can be extended upon request. Additionally, they are transferable and may be used by anyone on any of our routes.
  We regret any inconvenience this situation may have caused. However, at this time, we are unable to grant a refund.

• Initial Complaint

  Date:09/04/2024

  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 was scheduled to travel from ************* to *********** on Thursday,Aug ******* on the bus bearing service code 7060. I got on the bus and everything was fine until we reached ******* where the driver asked us to get Off the Bus and wait for 40mins for a break.We got down at 4am while our luggage was stowed away in the bus. 40mins went by , there was no clue where the driver went, no attendant around,no support available. We were stranded at the bus station with no information regarding as to what had happened. The driver just locked the bus and took off. There was no way to reach out to the company either.Leaving us stranded with not even water to drink,this was something really pathetic on the company's ******* 8am, we get an email that there is a delay of 4 hours. I was supposed to reach *********** at 7am, I had classes in the morning. The complete apathy and insincereity that company display by telling us that the bus had been delayed just goes to display their committment to poor customer service. We were stranded there for 3 hours, did they not realise that we were aware that there has been a delay.After delaying our trip by more than 4 hours , making us wait 5 hours, the company sent some random operator's bus. We paid for a first class coach and the bus was standing right next to us all well and good but they sent us a random bus with cheaper seats which is techinically a breach of the category we booked for. Leaving aside all this , the company in their email mentioned that they will provide us with a compentsation within 48 hours of the incident. Nothing has been done by them ever since.Ironically they even had a sticker on the wall which said that they are BBB ************* ticket number is ************ and Booking number is ************.I was suppoed to reach at 7am instead reached 1130am.All I want is the company to be accountable and given a full refund back to my payment method.

  Business Response

  Date: 09/23/2024

  In response to the inconvenience that occurred, we took action to ensure that all passengers on that particular service were fairly compensated. As a gesture of goodwill, each passenger was issued a voucher equivalent to 100% of their ticket value. These vouchers were sent directly to their registered email addresses, allowing them to use the full amount for a future trip with us. We hope this compensation helps to address the situation, and we remain committed to improving our services for a better experience moving forward.

• Initial Complaint

  Date:09/04/2024

  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.

  The reason for this complaint is to once again follow up regarding the status of my refund -It has been three weeks already since I tried to get in contact with anyone from this company because my bus which I booked did not arrive at the bus stop that was meant to be and it was written on the printed ticket on August 12; due to the bus driver stopping at the wrong bus stop. I was meant to take my mom and I from ***** to *************. Due to the bus not arriving I had to change my travel plans and spend extra money to arrive back to ***** by train later than planned and cancelled all arrangements for that day. I have contacted your office by phone four times already and yet my money has still not been refunded back to my card. I also requested a email confirmation or confirmation in writing from your company that I am entitled to a refund - I still have not received this either. This company only provided a claim number. The refund should be for $93.62 The first time I called I was told that my money would be refunded after 7 business days. After that time passed, I still had not received my refund and I once again called and was told that the supervisor would be reminded about the refund. I called a third time and was again told that the supervisor once again had to be reminded about the ********* is now 4th of September and I still have not received my money. I am trying to understand why I have not yet received it.

  Customer Answer

  Date: 09/19/2024

  Payment done 

  company has refunded the money to my bank account as soon as the complaint was filed 

  thanks for your help 

  Business Response

  Date: 09/23/2024

  
  The requested refund was processed and issued to the passenger on September 4th, totaling $96.32. This amount was returned to the **** card ending in 3444. The passenger was also notified of this refund via email, ensuring they are aware of the completed transaction.

  We hope this compensation helps to address the situation, and we remain committed to improving our services for a better experience moving forward.

  Customer Answer

  Date: 10/02/2024

   
  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.  
  
  Payment done 
  
  company has refunded the money to my bank account as soon as the complaint was filed 
  
  thanks for your help 
  Sincerely,
  
  **** ******* Villa

• Initial Complaint

  Date:08/30/2024

  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.

  On Friday, August 23, 2024 I had the most horrible experience with RedCoach. My trip from ******* to *********** was ruined by the bus being 4 hours late. I arrived at the *************** at 4:30 am since departure was supposed to be at 5:00 am. Passengers were kept waiting until 8:30 am and later on we were told the driver for our bus was nowhere to be found. At 9:00 am a downgraded bus from Orange Lines showed up and we arrived in *********** at 2:00 pm. The Orange Lines bus was disgusting. The bathroom had duct tape on the sink and the floor was covered in a puddle of dirty water. The email sent from RedCoach on Friday 8/23 discussed compensation would be delivered within 48hrs however that has not happened. A full refund ($51.96) is due since the service I paid for was never delivered. Overall, it was a nightmare.

  Business Response

  Date: 11/21/2024

  We sincerely apologize to the passenger for the inconvenience experienced during their trip. After thoroughly reviewing the details of this case, we confirm that compensation for the issue has already been processed. All passengers impacted by this incident were issued a voucher equal to 100% of the ticket's value. Our vouchers are valid for three months, can be extended upon request, and are transferable, allowing them to be used by anyone on any of our routes. While we understand the frustration caused by the delay and alternate transportation, at this time, we are unable to provide a monetary refund, as the voucher serves as compensation for the incident.
  We appreciate the passengers understanding and patience and remain available to assist with any further questions or concerns.

  Customer Answer

  Date: 11/21/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  I purchased a ticket from *********** to ******* for my daughter in business class traveling on 8/11/2024. She was leave at at 8am, arriving in ******* at 120pm. Shortly after departure, the bus began having mechanical issues. The driver said all he had to do was 'reboot' which wouldn't take long and they could get back on the road. This took hours. The bus was on the side of the highway while 'rebooting'. Afterwhich, it still was not running properly. The driver called Red Coach for assistance. They sent another bus driver (with a near full bus) to attempt to help. He could not help. He was going the same direction but couldn't take the 7 passengers with him because he didn't have space for everyone. There were several buses that were going the same route that could've potentially pulled over to allow passengers on but Red Coach refused to allow this. They also said for safety reason, they would not allow any of the passengers to depart the bus on their own (some called ubers, some called family to pick them up -- they were not alloed to leave). The higway patrol came at one point because they bus kept trying to drive when the bus wasn't working and at one point were stopped in the middle of the highway unable to move. They were able to get them to the side of the highway while they waited for help that didn't come for hours. In total they were on the road broken down for 5+ horus which is as long as the total ride shoud've taken. They were on the bus for just over 10 hours with no food or restroom and no help from customer service who lied to us about how they were trying to help, told us there was nothing they could do because they didn't have any "extra buses" (again there were at least 3 other buses on this same route this day that passed them while in distress). Their phone rep **** even hung up on me when I tried to get an update. I want a full refund. Every passenger who was on that bus deserves a PRO ACTIVE refund from Red Coach.

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to us. A resolution for this matter was provided to the passenger via email on 08/292024. We have processed a refund for the ticket, which was issued to the original payment method used for the purchase. If there are any additional questions or concerns, we would be happy to assist further.

• Initial Complaint

  Date:07/24/2024

  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 purchased a bus ticket from red coach and was unable to access any information as to where i was supposed to meet the bus and didnt have access to my ticket until approximately 15 minutes before the bus arrived. Also the time changed according to the bus station attendant who wasnt a representative of red coach somi do t know the accuracy of this but when i called red coach they assured me the bus would come and i was okay, but it did not. Either i was in the wrong place or the bus left early, but i followed instruction from miami intl airport to the bus depot as was stated on the ticket and was there for over two hours and ended up buying a ticket with another company because red coach refused to give me another ticket without me having to pay a fee and price difference of around 40 dollars. There was no customer service until after 7am est and i was waiting from 530 until 730 the bus was supposed to leave at 7. I did not have sufficient information and was unable to communicate this untilmit was too late because of their business practices.

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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.

  Unfortunately, I was not able to travel and I am very upset with the service I received. I was on my way and got stuck behind a really bad accident in the highway and arrived at 12pm on the dot (the time of the departure) and saw the bus driving away, meaning it left about a minute early. I am very upset and disappointed with the service I received because I called as I was stuck in traffic and asked if they could please let the drive know I was on my way and would be there very close to the departures time and if he could wait. **************** told me they had let the driver know and hopefully he would wait (clearly did not, even left early). That same customer service representative told me that if anything happened I could call and be put on the next bus / reschedule. Since I ended up missing that initial bus, I called hoping to get some help but the second representative I spoke to was not very nice / helpful. She informed me she could switch me to the next bus but for a fee of $25 + taxes. That is almost the price I paid for my original ticket. Not to mention the bus she wanted to put me on was going to have a travel time of 4 hours and 20 mins vs the one I had booked was only 3 hours. I asked if she could give me a credit or schedule for another day / time in which she rudely said no. I was forced to just lose my money and book with another bus company who had a better time / rate available. Again, I am a returning red coach customer and use your services very often. Many times the bus has arrived late having me wait for a long time, I figured maybe they would be a little lenient and considerate for someone who was running one minute behind but its sad to see its not the case and the importance is money. 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 your service and keep recommending who people that visit.

  Business Response

  Date: 06/05/2024

  Thank you for bringing this to our attention. We have contacted the passenger and addressed her concerns. Although she missed her bus due to arriving at the stop after the scheduled departure time, we have offered her a voucher for the value of the unused ticket as a gesture of goodwill and exception to our policy. This gesture is aimed at providing her with an opportunity to experience our services again under more favorable circumstances.
  

  Customer Answer

  Date: 06/05/2024

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

• Initial Complaint

  Date:05/29/2024

  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.

  I paid $120 for round trip tickets to and from ****** / ****** (1 first class / 1 business ). My bus from ****** to ****** had no **. We stopped for about ************************************************************************************************************ It did not. We asked if she could try restarting the bus and she said if she turned it off, the bus may not turn back on. My 3.5 hour trip turned into a 5 hour trip with no ** and temperatures above 90 the entire time. I arrived over an hour late.My return bus back to ****** initially arrived also with NO **. Passengers from the previous stop got off looking faint and sweaty. There were also elderly and animals on the bus. The driver said we needed to wait for the bus to cool so she could address the **. We waited for over an hour in an unsafe part of downtown ****** and she could not fix it. They moved us to the 5:30 bus. The 5:30 bus arrived at 4:45 but instead of letting us board and wait on the bus to get out of the heat, he left and took the whole bus with him to go find food for himself. Again, leaving us out on the sidewalk to wait for another 30 minutes in the heat and in an unsafe area. We finally leave at 5:30 with a new bus driver who was on his phone for probably a third of the entire 4 hour trip. Another passenger told him to stop using his phone while driving and he ignored him. I arrived in ****** 3 hours late. I asked for a full refund as I will not be using their services again and their response was to give me vouchers. This trip wasted my time and put me and other's in danger. They exhibited poor management, poor coordination, and total lack of regard for the wellbeing of their passengers.

  Business Response

  Date: 06/18/2024

  We have contacted the passenger and successfully processed the refund for their tickets. We apologize for any inconvenience this may have caused.
  
  

  Customer Answer

  Date: 06/21/2024

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

• Initial Complaint

  Date:05/18/2024

  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 had a ticket going from ******, ** to *****, ** on 05/15/2024. It was supposed to be at the stop at 11:10 AM but according to the tracking system it was delayed until 11:26 AM. I was already at the stop and the bus arrived at 11:17 AM and it said on the tracking system that it was departing at 11:22 AM. So I went to the bathroom for 30 seconds and when I came outside at 11:18 AM the bus was already leaving. I know the Red Coach bus stops at every stop for 5 minutes so I am just confused why the bus left without waiting for any passengers? I am failing to understand how the bus can be late and then leave without waiting even 2 minutes? I would like a refund or a voucher for the amount I spent on the tickets. I was at the stop already so I missed the bus due to the drivers negligence in waiting the allotted time. If the bus doesnt stop for 5 minutes at any stop I dont know why its giving false information in the tracking system? These are my information for the ticket I bought:Booking Number: ************ Ticket Confirmation Number: ************

  Business Response

  Date: 06/05/2024

  Thank you for bringing this matter to our attention. We understand the customer's confusion regarding the information displayed in our "Track My Bus" tool. This tool provides estimated arrival and departure times based on various factors such as traffic conditions. Due to these potential variations, we ask our passengers to be at the stop 15 to 20 minutes before the scheduled departure time to avoid any inconvenience.
  In this particular case, the bus arrived slightly later than the scheduled time but adhered to its itinerary by departing within the allowed time frame. Our buses generally stop for a minimum of 5 minutes at each stop, but this can vary depending on the schedule and operational considerations.
  To address the customer's concerns and as a gesture of goodwill, we have issued a voucher for the full value of the ticket he was unable to use. This voucher can be used for a future trip with us, allowing him to experience our services again under better circumstances.

  Customer Answer

  Date: 06/05/2024

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

• Initial Complaint

  Date:05/16/2024

  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.

  My client was a passenger of the Red Coach service 9037 from ******, ** to ***** on 4/15/24 Confirm # ************. She was in the front row no one in front. Prior to arrival in *****, the driver slammed on brakes to keep from hitting car in frnt of him and knocking all passengers forward, My client fell out of her seat, rolled forward and down the stairway hitting her head on the exit door. She has multiple injuries and spent the night in the ** of the hospital. This attorney has call Red Coach home office numberand talked to customer service. Told that ******* would call back. She did not. Then told to send ********************* and that was done. No response. Complaint filled out on the on line website. No Resposne A.letter sent to *************** in ******* and certified letter sent to registered agent. for Red Coach. To date no repsonse from Red Coach disclosing claim and policy information. My client was seriously injured due to the negligence of Red Coach employee acting in course and scope of employment.

  Business Response

  Date: 06/18/2024

  The query has been forwarded to the appropriate department, which is already in contact with ****************************** to resolve the issue.

  Customer Answer

  Date: 06/19/2024

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