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:05/09/2024

  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 paid $44.96 for a first class, non-stop bus ride from ****** to *******. Red Coach changed my ticket to a business class ticket and a ride that was no longer non-stop and charged me the same amount. I have received a voucher (attached) for the cost of the business class ticket ($29.99) but they still owe me $14.97, the difference between first class and business. I don't live in ***** so I won't be able to use the voucher which has an expiration date of June 16 2024 anyway! Ideally I would like a full refund. Realistically I would be okay with a $14.97 refund.

  Business Response

  Date: 05/15/2024

  We have been in direct communication with the passenger regarding their concerns. During our correspondence, we empathized with their frustration regarding the category change on their trip from ****** to *******. We explained our company policy, which allows us to compensate passengers in such situations with a voucher valid for a future trip with us. Additionally, we assured the passenger that we would extend the validity of the voucher if it were to expire before they could utilize it. Despite the inconvenience experienced, we confirmed with the passenger that their trip was completed. We remain committed to addressing any further concerns and ensuring customer satisfaction to the best of our ability.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21688766
  
  I am rejecting this response because: As you can see I PAID $44.96 for my original ticket! The voucher I received is ONLY FOR $29.99! I still believe Red Coach needs to refund me the difference between ticket paid for and voucher received which is $14.97!! Now THAT would be fair! 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/18/2024

  Due to a change in the passenger's service category, we have issued a new voucher for the full value of the ticket ($44.96), correcting an initial error. The passenger was offered options to change their itinerary or receive a refund upon notification of the itinerary change. Since the trip was taken despite the change, a refund is not possible. We apologize for any inconvenience and appreciate the passenger's understanding.

• Initial Complaint

  Date:04/11/2024

  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.

  Icame into the OrlandoRed Coach terminal on 4/11/24 to purchase a ticket with a voucher that I received.I went up to the front desk and told the young man at the front desk (*****) that I wanted to buy a ticket to *************** with a voucher.He told me that it would be cheaper to book the ticket online with the voucher.I told him that I didn't know how to book the ticket online with the voucher.He tried to explain to me how to do it.I tried to book the ticket myself online but,I did not see anywhere to put the voucher information to pay for the ticket.I went back told ***** that I didn't see anywhere to put the voucher information. He said that he would do the payment for the voucher on his end,but then he turned around and said that I had to put the payment information in to see the selection to put the voucher information. So,I put the payment information in there through ****** pay.I never saw the selection to put in the voucher information. The payment went straight through.I told ***** what happened.So,he told me that he was going to contact his boss to see if I can get a refund so I can just pay with my voucher.30 minutes later ***** told me that I had to call customer service.As I was calling customer service ***** went home. Literally,as I started to make the call he left.The rep on the other end informed me from the beginning that Red Coach has a non-refund policy. He asked for the terminal and the name of the employee, so he can call and verify what happened. But,***** had already left.He put me on hold.When he took me off of hold, he was saying something about a recording of what happened, and he said what I said happened didn't happen.All of that translated to me as him calling me a liar.He also said that there was more thanone person that told him this. ***** was the only one there.How can there be more than one person telling him the story when there was no one other than ***** at the desk?All in all,terrible experience with customer service.

  Business Response

  Date: 05/03/2024

  We reached out to the passenger regarding her claim on April 20 but have not received a response yet. We kindly ask for her cooperation in providing us with the requested details so that we can effectively resolve her case. We remain committed to assisting her and addressing any concerns she may have.

  Customer Answer

  Date: 05/03/2024

  I never received the email but I am responding to them now that I see they have tried.

  Customer Answer

  Date: 05/03/2024

   
  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:04/11/2024

  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.

  Redcoach does not have any signage for their bus pickup in ******. I imagine this results in many lost rides and missed ******. They didn't even check my id before boarding the bus which made me incredibly nervous. Lost items on the bus are never returned. Immediately after getting off the bus and it driving away I tried over and over to contact anyone at this company to get my item returned. They do not respond to their required forms at all and were absolutely awful to work with.

  Business Response

  Date: 04/20/2024

  We have thoroughly investigated the issues raised and have forwarded them to the relevant departments for review.
  Regarding the lost item, please note that RedCoach is not liable for personal belongings left unattended on the bus. Our responsibility primarily extends to checked luggage as outlined in our terms and conditions. Despite our efforts to assist, we regret that we were unable to recover the lost item. We apologize for any inconvenience this may have caused.
  
  
  
  
  

   

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21562929
  
  I am rejecting this response because:

  While I understand that lost items are not their responsibility, as a company they offer little to no options to speak to literally anyone in the company urgently. When this happened I tried repeatedly to reach out after stepping off the bus and realizing it was there, and moments later the bus drove away with absolutely no recourse to contact anyone. They offer no way to even contact anyone when busses are late, there is no signage etc. I called and texted over and over and could not even get ahold of someone in the moment. This isn't a "Lost" item. I can see where it is and they've done nothing to help. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/26/2024

  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.

  My friend and I paid for the Red Coach, to Ft. ****************** on February 23, 2024 arriving at 6:45. Both of us arrived at *******************. We arrived at 11:00 AM. We had lunch there, and waited in the back of the ************* at 1:00. We were able to check where the bus was located by the app on my friends phone. She said the bus was at *********************. We waited for some time. No driver came in to see if there were anyone boarding the bus. Around 1:20, a bus arrived in the back of the station. The driver came out and asked us our names. He replied that we werent on his list, but he claimed to have seen the bus prior to his bus. My friend called the Red Coach Company and stated that the bus never showed. They argued and told us the driver picked up four people. My friend had gone on the bus prior to this incident, and she mentioned they always pick up the customers in the back. There was no bust to take us. We had to get a ride back to her house in *****. ******* so we had to get her car and drive down to Ft. **********. It was very late by the time we arrived there. My daughter called the company last week, to let them know what happened. The man who answered repeated to her the same as the driver told us. There was a driver that picked up four passengers. He was completely wrong. So, I want to get a refund on the payment that we paid for. We were going to take the bus there and the bus back in March 4, 2924. My booking number was ************. Service code was 8005 going and 9036 coming back. I will not be going on the bus again. I want a complete refund for the anguish they put me through. I have the paperwork if you need it. I paid *****. You may contact me at ************. I want this resolved. I cant get through to those people of Red Coach.Sincerely,***** Polish

  Customer Answer

  Date: 04/09/2024

  My friend has received a free ticket from Red Coach Bus. I havent heard anything from them. I want a refund from this company. I dont want a free ticket. I will not be riding their bus.

  Business Response

  Date: 05/19/2024

  Thank you for contacting us. We have reached out to the passenger to inform her that, unfortunately, we are unable to offer a refund at this time. After thoroughly reviewing her report, we verified that the bus was at the correct location for approximately 15 minutes and successfully picked up four other passengers during that time. As per our terms and conditions, we do not issue refunds or compensation in cases where the passenger misses their bus or does not use their ticket.

• Initial Complaint

  Date:03/18/2024

  Type:Delivery 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 for a bus trip on 3/16/24 and I was scheduled to depart from 11am. There was a message saying the bus was delayed, and the bus was contracted out and I waited patiently. Then there was a message saying the bus was delayed by another hour, but the time came and there was no bus. There was another message saying the bus was delayed by a 2 hours an **************************************************************************************************************** order to make it to my destination. I contacted the agent several times but I got hold music and nothing else, and the one time I reached support the agent was rude and unwilling to resolve the issue.

  Business Response

  Date: 03/27/2024

  Thank you for bringing this matter to our attention. We have carefully reviewed the details provided by the passenger regarding their experience. In response to their concerns, we have processed a refund for the unused tickets as a gesture of goodwill. We apologize for any inconvenience or dissatisfaction experienced during the trip, and we appreciate their understanding.

• Initial Complaint

  Date:03/15/2024

  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 March 15th, 2024 I purchased a bus ticket to travel from ***********, ******* to ***********, *******. The ticket confirmation number was ************ and the booking number was ************. The bus was schedule to depart at 5:05pm. I was there promptly. The bus never showed up. I received an email stating that the bus would be running an hour and twenty minutes behind schedule meaning that the bus should be there at 6:20pm.(I attached photos of this email) I returned at 6:20pm and sat at out the bus stop for half an hour and it never arrived. The live bus tracker also was not functioning at the time so no information at all was available about this bus besides the email I received. After hours of trying to contact customer service a representative picked up explain he was the only one working which is why it took hours to speak to someone about the late bus that I was waiting on. He explained that there had been another 35 minute delay that they did not notify customers about and that the bus left after 7pm. This representatives name was **** and his employee ID is *****. He explained that even though an incorrect time was given for the bus to come that the company was not at fault. I paid for multiple Ubers to get to this bus and sat for hours based off the information I was given by this company. Please help correct this.

  Business Response

  Date: 03/27/2024

  Based on the passenger's report, we conducted a thorough investigation to understand the situation. Our findings revealed that our bus experienced a significant delay due to heavy traffic resulting from spring break. Despite our efforts to mitigate delays and communicate them to passengers, this particular delay exceeded our expectations.

  
  As outlined in our terms and conditions, we cannot assume responsibility for delays caused by external factors such as traffic. However, in recognition of the inconvenience experienced by the passenger, one of our agents changed the passenger's ticket at no additional cost to the next available service, ensuring they reached their destination on the scheduled day. Additionally, as a gesture of goodwill and commitment to customer satisfaction, we issued a voucher that can be used for a future trip with us.

  We regret any inconvenience caused and appreciate the understanding and patience of the passenger. Our priority remains the comfort and satisfaction of our passengers, and we are committed to providing exemplary service in all situations.

• Initial Complaint

  Date:03/12/2024

  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.

  Apparently you have to let the drivers know where you are stopping before you get to your stop and throughout the trip, which is not indicated ANYWHERE, even though they have their own itinerary to follow as I saw it myself. Even if you confirm at boarding location with the driver too. My driver completely passed my stop and when I noticed, he said he didn't know he had any stops there and would not go back to the designated stop, but the next one a whole city over. He also said he asked everyone if they were stopping in *****, and after I said he did not, because I was not asked, he said it was my fault and screamed to ask if anyone heard him, to which no body answered. I emailed and called redcoach on Saturday and was told I had to wait till Monday. Monday night around 9 PM, I get an email that says they reviewed footage where the driver did in fact stop in *****. I emailed them a logged trip on my tracker app (Life360) that showed we, in fact, did NOT stop in *****. I asked for my money back multiple times and I have yet to receive a refund. I have video footage of the driver admitting he didnt stop and footage of him throwing other people bags around when I confronted him about the situation. I also have proof of not stopping in ***** and after showing them that, there has been no response for over 2 weeks now.

  Business Response

  Date: 03/27/2024

  In light of the circumstances described, we have initiated a refund for the total value of the passenger tickets. We hope that this action will help alleviate the discomfort and inconvenience experienced as a result of this incident.
  We are committed to continually improving our services and ensuring that our passengers have a safe and satisfactory travel experience with us.

• Initial Complaint

  Date:02/19/2024

  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.

  My daughter and her friend had booked Red Coach from ****** to *********, the coach leaving at 6.30pm CST. yesterday 2/18/24. Downtown ****** at 5th and ********** roads were blocked off by police. Another friend on the bus spoke to the driver asking them to wait one more minute as the roads were blocked off in ****** which caused a slight delay to where the bus was leaving from. The driver said he would wait one more minute and did not. We drove from ********** to downtown ******. We literally saw the bus leave 40 feet from our car. This is absolutely appalling and really unprofessional behavior from the driver. I had to drive all the way to ****** and back from ****** because the driver did not wait one extra minute despite stating that he would and caused us an incredible amount of inconvenience. I expect a full refunded for the ticket and also expect Red Coach to pay an extra refund to cover the gas from having to drive to ****** and back over 400 milers in total. I also want a written apology from the company for their total unprofessional treatment of a paying customer. The booking number is ************

  Business Response

  Date: 02/26/2024

  Upon careful review of the passenger's father's claim and a thorough examination of our records, we have determined that our bus adhered to the designated schedule, departing from the assigned stop on time. As a resolution to this matter, we have promptly issued a voucher equivalent to the total value of the unused ticket.

  Should you have any further inquiries or require additional assistance, please do not hesitate to contact us

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21316693
  
  I am rejecting this response because: I want to be refunded for driving up to ****** and back after the driver failed to wait for us, 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/28/2024

  I intend to raise the issue up to the  leadership of the company and log a formal complaint against the driver for failing to wait an extra minute for us (after stating that they would) which caused a huge inconvenienced unless a cash refund is provided 

  Business Response

  Date: 03/15/2024

  Unfortunately, as you can see from the evidence we presented above, our bus completed its itinerary in a timely manner. This does not allow us to refund the passenger.

  Customer Answer

  Date: 03/19/2024

  I am satisfied with BBB for reaching out I am not satisfied with the response from Red Coach they did nothing to remedy the issue and deserve the * grade from the BBB its not surprising with the number of complaints they have had 

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21316693
  
  I am rejecting this response because:  I am satisfied with BBB for reaching out I am not satisfied with the response from Red Coach they did nothing to remedy the issue and deserve the * grade from the BBB its not surprising with the number of complaints they have had 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/25/2024

  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 bought a bus ticket to be transported from ****** ***** to ******* ***** on 12/21/23. When we arrived in ******* ***** around 2-3pm, I went to collect my luggage, and realized that it was not there. I immediately informed the driver that my luggage is missing. The driver called who she said was their main office to inform them of the missing luggage. I got a call back from the main office and regarding the case. They informed me that they would track down whoever stole the luggage and get back to me. They also informed me to allow 25 days from the day the case was reported (12/21/23) to resolve the issue. I have continued to contact them via phone calls and SMS text messages, all to no avail. The luggage contained Christmas presents for my children and grandchildren, as well as my clothes and personal effects. I had a most embarrassing Christmas, having no presents, and needing to go buy clothes and toiletries in *******.

  Business Response

  Date: 02/15/2024

  We have been in communication with the passenger on multiple occasions, with our last email sent on 1/25/2024. In that email, we offered payment for the insurance for his luggage and requested the necessary information to make the deposit. However, as of now, we have not received a response from the passenger.

• Initial Complaint

  Date:01/10/2024

  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.

  Scheduled to leave ***********, ** to *******, ** on 11/27/2023 at 3pm, arriving in ******* at 6pm. Departure in *********** was 8pm, arriving in ******* at 11:15pm. Red Coach *** offered a voucher as compensation. Voucher nor any communication has been received as of 01/07/2024. Have contacted the company twice via the customer service on the website. Response has been the online (only) messenger that states it does not know what I am talking about due to being new (?) whatever that means. Payment was made via credit card. Have printed copy of booking confirmation. Sitting a bus stop for 5 hours.

  Business Response

  Date: 01/16/2024

  Thank you for reaching out to us. We have resolved the passenger's claim by granting her a refund of $29.96, corresponding to the value of her ticket on 11/27/2023, issued to their original payment method.