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:02/15/2023

  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, February 10, 2023 by daugther is a college student at University of Austin and she was coming home for the weekend bought her ticket on redcoach. I had a family friend that lives in Austin pick her up and bring her to catch the bus. She arrived at 235 for a 3pm departure. They tell you to arrive 30 minutes early. My daugther and my familt friend call customer service 3 times between 2:42 and 3:15 and was told the bus had a early departure of 2:32pm she was not notify of a change in bus time. I had to book her another bus ticket and red coach is refusing to refund saying the bus was there. And this is not true and if you check there reviews and facebook they are doing this to muliple people. Customer service sucks they hang up in your face and say that you cant talk to a supervisor and i have gps tracking on my daugther and she was there

  Business Response

  Date: 02/24/2023

  We have communicated with the client providing evidence of the service leaving after the estimated time of departure, we need further information from the client's side still to decide if a compensation is due or not.

  Business Response

  Date: 03/16/2023

  We have provided the customer with a new revision of her case and compensation as an exception.

  Customer Answer

  Date: 03/20/2023

  
  
  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:01/30/2023

  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.

  On November 29 I purchased a round trip Tallahassee- Ft Lauderdale from Red Coach under booking number ************.
  
  The return trip from Ft Lauderdale to Tallahassee was supposed to take place on Jan 8th. That morning at 7:24 AM I received an email from Red Coach letting me know that the bus had experienced mechanical problems and that the trip had been cancelled. In the same e-mail they stated that I would receive compensation in 48 hours.
  
  I contacted them via email on Jan 11th since I had not received the refund, but never received a reply.
  Contacting them via phone is impossible, and none of the links they provide in their webpage for social media work.
  
  The price for the return leg of the trip was $96.05, and I am seeking to receive a refund of those fees.

  Business Response

  Date: 02/02/2023

  The corresponding refund was issued on January 27th.

• Initial Complaint

  Date:01/16/2023

  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.

  I booked tickets to Houston from Dallas on 1/2/23 ticket number ************. Since their web site say they allow free change to tickets, I wanted to change my time of departure and arrival times. The web site does not allow for this.
  
  I finally got hold of some support person who told me that I have to cancel my ticket a do a new booking. I would only lose my service fee of 3.90 per ticket. I did the cancellation as requested.
  
  I booked the new ticket for the times that I wanted ticket ************* I see now that you guys gave me voucher for the first set of ticket not a refund. This was not explained in web site or the support person. This is problem with both your web site and people involved.
  
  They need to fix this. They need to refund me for the second ticket and use the first voucher. Even then I will be losing money since I do not plan to take another for several years. This is they problem since the people involved or the web site does not explain the process properly.
  
  Therefore, I want to complain about their business processes.

  Business Response

  Date: 02/02/2023

  Dear client, please remember that as per our terms and conditions all changes done via the website might have a price difference and is it indeed possible to change departure and arrival times. It is also on our terms that cancellations issue a voucher for the amount paid less the fees, and said voucher can be used to make a new purchase. These terms are on the website at all times and also need to be accepted before purchasing a ticket, given the fact that without doing so a client is not able to finish the purchase. Regarding your call with the representative, we will follow up the case via email.

• Initial Complaint

  Date:01/08/2023

  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 had booked a ticket for 06-Dec-22 from ****** to ****** that departs at 10:00am from ******. Booking# ************, Ticket# ************. A few days after booking, I received an email stating that the bus would be departing 5 hours and 30 minutes after its original schedule. The new departure time on my ticket was 3:30pm from ******* However, the bus departed earlier by around 10 minutes and I arrived at the stop to see the bus driving away. The trip log (Trip 7112, 12/06) on the Redcoach website shows the actual departure time as 3:24pm and planned departure as 3:30pm. No intimation was provided to me regarding the change in departure time and that the bus would be departing earlier than previously indicated. So after delaying my departure by half a day, Redcoach caused me to miss my bus and I had to make immediate last minute alternate arrangements as I had to be in ****** for an appointment the next morning. On contacting Redcoach customer service, I was offered a ticket for the next day but as I had already left ******, I requested a refund. A claim (Claim# *****) was opened and I have made multiple follow up attempts and each time I was told that the claim is pending and awaiting action. During the most recent interaction on 1/8/23, the customer service agent explained the delay stating that they are having issues in addressing claims due to numerous complaints and the small team that is assigned to handle them. While I understand the frustration of the employee, this is not a valid reason for bad service or lack of service. I am still awaiting my refund of $38.96 paid for this unused ticket.

  Business Response

  Date: 01/11/2023

  We truly apologize for the delay, the claim has been closed and a refund as been issued as of today January 11. The refund should impact the passenger's account in between today and 3 business days.

• Initial Complaint

  Date:01/02/2023

  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.

  I booked a ticket for my college daughter to visit family for the holidays to travel from *** to ***** on 11/22. She took the bus, and when she went to collect her luggage it was not found. Driver whom we assume to be a newer driver had no idea what to to do. She gave the phone number to CS and said nothing else she could do. Since that day we have called multiple times since 11/22. We have been told someone will contact us, and recieved nothing. Everytime we call we get the same response. We will send another request... and there is nothing else they can do. No escalation path, no way to talk to a manager, no way to get resolution. We were told to email, so we have emailed 4 different times, and no response to a single email.They wont give any info on how to file a claim with their insurance so we can get a cash reimbursement. Booking info : ******************************* booking number ************

  Business Response

  Date: 01/10/2023

  We have contacted the RedCoach station in order to prioritize the issue mentioned, in case the piece of luggage is not found they will communicate with the passenger to arrange the payment of the insurance.

• Initial Complaint

  Date:11/27/2022

  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.

  Red Coach advertises WIFI on their web site. I booked my son a ride from *****, ** to ***********, **. It was a 9 hour trip. My son was planning on studying and completing homework during the ride. Apparently, they contacted with an outside bus company that does not have WIFI. We were not informed during the booking nor any time before boarding the bus. If we had been informed, he would have printed the material he needed to study. I called customer service and they were rude. I was told there was no compensation. The only thing he could tell me is that future buses would have WIFI.

  Business Response

  Date: 12/07/2022

  Unfortunately all of our extra services on thanksgiving had a disclaimer on the web page that indicated these were going to be operated by a third party company before making the purchase. However we understand your frustration and will contact you via email to continue this issue.

• Initial Complaint

  Date:11/22/2022

  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.

  Travel date - 11/22/2022 Booked - 10/27/2022 Booking Number: ************ Issue - On date of travel, received email that a 3rd party vendor would be used. No mention at time of booking or in booking confirmation that a 3rd party vendor would be used. Wi-Fi and power outlets are noted as services to be provided on all tiers of service. There are no outlets or Wi-Fi provided on the bus. The website does stipulate that "there will be no compensations for internet connectivity issues" due to poor or limited service. In this case, the services are NOT available at all due to RedCoach using a 3rd party transportation vendor. I would like a REFUND of 50% of my fee due to misrepresentation of services. As I will NEVER use this service again, I do not want a credit.

  Business Response

  Date: 12/07/2022

  Unfortunately all of our extra services on thanksgiving had a disclaimer on the web page that indicated these were going to be operated by a third party company before making the purchase. However we understand your frustration and will contact you via email to continue this issue.

• Initial Complaint

  Date:11/16/2022

  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.

  Transaction occurred on 11/05/22.
  
  My name is **************** and I booked a FIRST CLASS ticket 3 weeks ago. To my surprise, the ticket was changed to Business Class and moved up 5 hours earlier. This was already a major inconvenience, as I work during this time.
  
  I was not compensated for the change in class, as I'm sure First Class was priced more than Bussiness Class at the time of the purchase and change. I'm also highly upset because the bus is dirty, run down, has small economy seating and not luxurious at all, as it is advertised on their website (see attachments). There's also no working wifi, which once again, is an inconvenience to those who work during this time.
  
  I have contacted the company in regards to this matter asking for a full refund. No response as of 11/16/22
  
  Ticket nr.
  ************
  
  Booking nr: ************
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/21) */
  We have issued and sent a compensation in the form of a voucher to all passengers affected by the downgrade. We will revisit this passenger's case via email.

• Initial Complaint

  Date:10/24/2022

  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.

  On 9/15/22 and 9/16/2022, I purchased two one-way bus tickets with Red Coach. One was from Houston to Austin, to depart at 6:30pm on 9/22/22, the other was from Austin to Houston, to depart on 9/29/22. On 9/22, after waiting at the bus stop for an hour, I learned from other waiting passengers that Red Coach had canceled the bus. Because I needed to get to Austin, I had to drive instead. I called Red Coach and requested refunds for both tickets -- I could not take the return bus on 9/29 because if I drive there then I will have to drive my car back. They assured me I would get refunds with 48-72 hours for both tickets. I called again on 9/26 as no refunds had been received, and they assured me again that both refunds were coming. On 9/28 I saw a refund on my credit card and they had only refunded me for one ticket. I called again and was told because I booked the tickets separately as two one-way tickets, the other refund would be processed separately and was coming within the next 48 hours. I called again on 10/4 as the other refund was still not received, and this time they said my claim has been closed and they have no more information. I requested to speak with a supervisor but they said supervisors are not available to speak by phone and I have to email them. My email to them was sent 10/4/2022 and I have received no response at all.
  

• Initial Complaint

  Date:10/10/2022

  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 have been trying to get a hold of a red coach representative for the last 2 days and have not been able to get a hold of a representative. I had an emergency and had to change my redcoach bus yesterday to a later time but it was not allowing me to do so on the website, I tried contacting support to get help but the phones were busy. I ended up purchasing another ticket and canceling my original ticket and received an email with the voucher but no voucher number.
  Another concern I would also like to address from a previous recent experience on September 20th in which I previously contacted RedCoach due to a bus infestation issue that occurred on my previous ride. I was riding on the bus and felt something itch and realized I had a bed bug crawling on me. This bus was the first bus leaving for the day and it had not been cleaned there were crumbs everywhere and I looked under my seat and found more bed bugs like some sort of nest. I contacted customer service and the red coach representative showed no sympathy for this traumatic traveling experience. I say dramatic because now every time I wear anything and feel the slightest itch, the first thing that pops into my head is whether or not that itch is a bed bug feasting on my blood. I informed the driver of this concern and he laughed and basically informed me he was aware of this ongoing issue. I was then informed by red coach that they would reach back to me and I would receive a voucher and would have a call back from the company and I am still waiting on this call and it has been over 2 weeks now.
  
  I am very disappointed with the lack of professionalism and sanitation in this company as I have been a loyal red coach customer for the past 4 years supporting your business.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/25) */
  We have properly reported the issue mentioned by the passenger and all the necessary measures were taken. The formal claim created due to this issue has been solved and the resolution will be sent via email.