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:12/05/2023

  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 booked a trip for my friend to ******* for Dec 5, 2023. Bus was scheduled to leave at 5:50pm, it didn't show up but it showed as departed. I asked for a voucher and I haven't received an email that even confirmed they had started to process my request.

  Business Response

  Date: 12/30/2023

  We see one ticket was cancelled, and the corresponding voucher was sent, we proceeded to cancel the other ticket and issue the voucher, we send them both attached here.

• Initial Complaint

  Date:11/26/2023

  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 purchased tickets for RedCoach on October 17, 2023. My departure ticket was from *********** to ***** on November 22, 2023 at 6:30 p.m. and my return ticket was from ***** to *********** on November 26, 2023 at 9:30 a.m On my departure trip on November 22, 2023 at 6:30 a.m. I boarded a RedCoach Bus. However, on my return trip on November 26, 2023, I boarded a third party vendor bus. On RedCoach website, they promise customers comfortable seats, a smooth ride, and free entertainment via Wi-Fi. The third party vendor bus seats are uncomfortable, dirty, and there is no Wi-Fi options available. I have back problems and I specifically chose RedCoach because it would help with my back problems. At the ************* RedCaoch Bus-stop, I ask the RedCoach representative as to why other passengers were boarding a RedCoach bus and we were not. She advised that during the holiday, they use third party vendors. She also added that the third party vendor bus was the same. I informed her that she was lying and the bus is not the same bus that you promise customers. She then told me to call customer service. ********************** do not have any disclaimers on their website that during the holidays, they use third party vendor to help them with the influx of passengers during the holiday season. RedCoach also do not provide any compensation to passengers who are placed on an alternative bus because they do not have enough buses to accommodate passengers. Ive been riding RedCoach instead of flying for the holidays since 2014 and this has never happened to me. I feel like I was deceived and robbed of my money. And to make matters worst, I have to now pay out of pocket to go to a chiropractor because of the long bus ride in uncomfortable seats. This is bad business practices and should not happen to anyone else.

  Business Response

  Date: 12/30/2023

  On the website redcoachusa.com when purchasing the tickets, we clarify that the service will be a third party company. We also remind the passenger of this on their tickets. The ticket the client sent over this complaint has the explicit clarification on it. A compensation in the form of a voucher has been sent to the costumer for the misunderstanding via email, it will be attached on this response as well.

• Initial Complaint

  Date:11/25/2023

  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 got the the bus station at 2pm for the 5pm bus going to ***********. The bus arrived before 5pm and there was not any announcements at all about the arrival, boarding or departure of the bus which departed around 9 minutes before 5 pm and since there wasnt an announcement I missed the bus

  Business Response

  Date: 12/29/2023

  We were able to corroborate the issue mentioned, and a full refund has been issued today, December 12, 2023. The amount should be reflected in three business days.

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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 November 3rd I purchased a round trip ticket from Sarasota Florida to Gainesville Florida for a total price of $122. I'm 62 years old and I have a condition where my fingers turn blue when I'm cold and it hurts.
  I was taking this bus to visit my 90 year old parents who were meeting me there in Gainesville. After finally finding a red circle on the sidewalk in Sarasota at a non-existent address I waited and the bus was late. If you try to call customer service they reject your call as no human being will answer and they send you to a bot who has four or five categories that do not fit into the question -where do I stand on the street????
  ...as there is no kiosk bench shelter or real address when the address is actually just a sidewalk on a busy Street.!!
  (You find out the hard way!) Once I located a red dot on the sidewalk I waited in the rain. (The bot kicked me out and I have included the message here).
  The "tracking" system is a lie. If there's GPS on the bus, they falsely claim in the advertising, why can't we
  see the bus in real time?
  All they give you on the tracking is the expected arrival time and they NEVER update that. Suddenly the bus arrived on the other side of the street facing the freeway. Once on the bus it was freezing - approximately 52°. The driver could not comprehend English. On the ride home there were no outlets for me to charge the phone even though I sat in the exact same seat 5A. On the ride home there was no Red Dot on the sidewalk and several people did not know which side of the street to stand on. When I entered the bus there was a large black man sitting in my seat. He said someone was sitting in his seat so he decided to sit in mine. I asked him if I could kindly have the exact seat that I paid for which was 5A and he did move to 5B. For the rest of the trip he would take over the entire elbow rest preventing me from enjoying the empty seat that should have been mine next to me because he decided he didn't want to sit where he was supposed to. The restroom had no toilet paper. There was no outlet on this bus for me to charge my phone and I needed to connect with another city bus through a charged phone to track it to get home. There was no TV service on either leg of my journey, as (falsely) advertised. Refund wanted. Spooky cold inside. Drivers that don't speak English. No one answers the phone. If there's GPS on the bus why can we not see it in real time? The ability to watch TV, charge your phone, track the bus, sit in your assigned seat we're all lies. Misrepresentations of advertising are not taking lightly. My travel was booked and paid for as "business class". If I cannot charge my phone and I cannot get a strong enough signal to enjoy my phone with the free Wi-Fi on board and see a video which I was not able to do from Sarasota to Gainesville how can you call this business class- how can anyone conduct business in such an environment? And how am I supposed to handle a situation where a large man is sitting in my seat and I have to ask him to move aside to the seat next to me so that I may have the seat I was assigned and paid for and then endure having to keep my elbows in while I freeze trying to put my hands in my pocket with five layers of clothes on to avoid having my fingers turn blue while the guy who doesn't belong next to me and should have been an empty seat as it was unassigned is now taking control of the elbow rest with his large body and arms?
  The biggest complaint is you have zero customer service no one answering the phone it's unclear which side of the street to stand on and when the bus is late how do you know how late it's going to be? = you don't know because NO ONE answers the phone; your bot is useless and I had to endure standing in the rain without knowing what the heck is going on. Stop advertising these falsehoods and refund me some of my money. I will never ever ride your bus again you guys are the most unprofessional people I have ever worked with and how dare you call yourself business class. Go ahead and call yourself what you are 'cheap buses for devil-may-care college students-resigned -to -your shady-bus "service".

  Business Response

  Date: 11/21/2023

  We empathize with the challenges the passenger faced during their journey. Upon reviewing their trip on the 14th, we acknowledge a 27-minute delay occurred without prior notification. We have promptly reported this, along with concerns regarding outlets, seating accommodations, and the AC. Despite these issues, we note that the passenger successfully completed both trip purchases without additional inconveniences.
  While we are unable to offer a refund in this case, we have taken the initiative to address the inconveniences by creating a $25 voucher as a gesture of goodwill. You will find the voucher attached to this response, and we sincerely hope it serves as a token of our commitment to providing a more seamless and enjoyable travel experience in the future. We appreciate your understanding and value your feedback as we continuously strive to enhance our services.

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a token $25, only valid for a 3 months expiration voucher on a $122 round trip is 1/5 of the cost and far too quick an expiration date. At the very least redo the expiration to one year as I dare say I would not use it or even consider being on RedCoach again in such a short period of time. Make it a one year expiration; otherwise it is not acceptable as a gesture of good faith. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:11/01/2023

  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 have never experienced such a worst service till date. My bus was at 3 pm from ******. I reached to the stop 15 minutes earlier. Waited for the bus till 4 pm and it didnt arrive. In fact, I am still waiting for the bus. I dont know if i have to wait till midnight lol. I tried to reach out through text, phone number and email. Nothing worked. So irresponsible and unaccountable. I am never going to choose Redcoach. A big no and red flag to Redcoach. I am going to miss my major class tomorrow and I dont know whom should i contact to claim my loss.

  Business Response

  Date: 11/21/2023

  We understand the inconvenience given that the service had to be operated by a third part company and not a RedCoach bus. We have issued a full refund for the tickets, it should appear on the clients account in a maximum of three business days. Case number ***** was closed under these terms as well.

• Initial Complaint

  Date:08/17/2023

  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.

  ************
  ****** ********* I arrived at the station at 1045 know my bus was leaving at 1105. Upon entering I went to the counter didn't realize it was a shared building she directed me to counter. There was no one there . It had a sign up saying no agent on duty and a phone number to call. I called that number no one answered. I waited 10 minutes and went up to the other counter and the lady said the guy should be there so she directed me back and I waited 5 min. I then walked outside and saw a driver who I asked how to check in and he said the guy just went in. I walked back in a d 5 minutes later he was there...Also bus never left at scheduled time it left at 1123...instead of 1105. The tvs never worked and the timer never worked. This is my first time traveling on red coach and if this is not leaving in a timely matter I am not impressed. I reached out to customer service online multiple times but it was extremely laggy and no one got back to me. At this point I would like a partial refund.

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 took a bus from Miami to Tallahassee March 28, 2023. The luggage was not tagged and my luggage was lost. I filed a claim online the same day and it is June 8, 2023 and no resolution. They were unable to find my bags and acknowledge baggage liability supposed to get a payout. Still nothing. I've called, sent emails, and continue to get the run around. Ticket number ************

  Business Response

  Date: 06/13/2023

  We want to assure that the complaint has been taken seriously, and we have initiated the necessary steps to address the situation promptly. Our team has already begun the process of providing the passenger with the insurance payout for the lost suitcases.

  We apologize for any delay or miscommunication that has occurred throughout this process.
  
  Due to the exceptional circumstances surrounding the case, the investigation and verification process have taken longer than anticipated. We understand the urgency of resolving this matter and ensuring the appropriate compensation in accordance with our baggage liability policy.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I haven’t received the payout. Once I receive the payout I will accept their response. Thank you. 
  
  
  Warm Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:05/30/2023

  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 booked a seat. I was kicked out of the seat by the trainer of the driver. When I enquired if the new seat I was in was taken, he told me he would move me again when the seat I was in was occupied. This is not professional conduct for a coach company. I should not be forced to move around the bus over the duration of a six hour journey from Miami to Gainesville. I booked this journey months ago.

  Business Response

  Date: 06/13/2023

  We will investigate the incident you described, and will address the issue with the trainer. Such behavior is not representative of our company's standards, and we are taking immediate steps to ensure that our staff adheres to the highest level of professionalism and respect towards our passengers.

  As a gesture of goodwill, we would like to offer you a complimentary voucher that can be used towards a future journey with us. The voucher will be sent to your email address associated with your booking, and we hope it will provide you with the opportunity to have a more positive experience with our services in the future.

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because 10 dollars is far too low given the fact that I was moved around several times during the journey, and I was unable to sit in my seat. I think a 50 dollar token is reasonable.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:03/01/2023

  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.

  02/22/23 and 02/25/23.
  Arrived at the station and used the bathroom. Covered in roaches and mold— base boards ripped off the wall, grime everywhere, terrible stench. Completely unsanitary and not safe to use. I complained to the employee at the desk who said everything they’ve brought it up management doesn’t care to fix it or clean it. I emailed redcoachs and email support and was not helped.

  Business Response

  Date: 03/06/2023

  We have addressed the issues brought by the customer via email and sent the corresponding compensation.

  Customer Answer

  Date: 03/07/2023

  
  
  The attached photo from the Business is a copy of the same photo that I submitted. I dont understand? What was fixed? 
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 03/16/2023

  We sent a compensation voucher via email to the customer and reported the issue with the corresponding authorities in the company.

• Initial Complaint

  Date:02/24/2023

  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 purchased a bus ticket for 2/21/23 leaving at 10:15 a.m. and to arrive at 1:05 p.m. I received a texted stating that the bus would be on time. This was not true it was 1 hour and 45 minutes late. I had made plans to be picked up from the station at around 1 we did not enter Houston until after 3 pm. I was for forced to take a **** home costing me more money.

  Business Response

  Date: 02/28/2023

  We will send the client an email asking for the ticket information, so we can investigate and bring a resolution to the issue experienced.

  Business Response

  Date: 03/16/2023

  We have answered to the customer via email in order to expedite the resolution of the case.

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not received my refund for the **** ride and other charges as promised by this company I have attached the letter sent about the issue and the reply.  Please refund a total of 85.00 dollars for the compensation to email ************************ for payment via ****** as requested.  Or send a check to my physical address listed on the complaint. 
  
  Sincerely,
  
  
  
  *********** ********