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:09/21/2022

  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 had a Redcoach reservation from Sarasota to ft lauderdale on Dec 11 for3 seats booking number 220824137253 business class senior rate seats. Some how when I made the booking all 3 seats were under my name. I spoke to Steven in customer service on sep 19 on another matter and asked him about the name changes he said no problem. We finished my other business and he was very helpful. Then I hung up forgetting to do the name changes.
  I called back on sep 20 and spoke to Andrew A***** and asked for him to do the name changes. He said they could not change the names but he could cancel the 2 bookings that needed a name change put a refund voucher in my account then just use the voucher to reserve 2 tickets with the correct names so I said ok. He said he could rebook them but would charge me $10 so I said I would do it myself online. He gave me vouchers for $46.32 that was way short of the amount needed to rebook the tickets. I asked him why only that amount.
  He said the booking fees were non refundable and that was stated in the terms and conditions
  He should of told me that when he cancelled the 2 seats. I looked at the terms and cond page and nowhere does it state that. I told him that but he said that was what he was told to do.
  I argued about it with him and said he would not comment on it. I asked to speak to a supervisor he said there was no way to connect me and I had to send an email request. The issue is they never respond to the emails. I tried chatting 3 times and no one ever came on the chat after waiting over 40 mins so there is no way to Escalate the issue.
  I feel it's fraud to not put the cancellation info about not refunding the booking fees
  
  Thank so much for your help
  *************
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/27) */
  We will follow up the case via e-mail.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Red coach cancelled two tickets for Dec 10 without telling me. And now the fare went up. After the voucher they gave me they still owe me a voucher for 19.63
  
  
  Business Response /* (4000, 12, 2022/10/25) */
  We have sent the passenger the corresponding vouchers via email plus an additional voucher for the inconveniences.

• Initial Complaint

  Date:09/18/2022

  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 August 22nd, I was almost half an hour before 12:50pm for my bus from St. Lucie to Miami ( Booking Number: *********** - Confirmation Number ************). I called at 1pm they told me to wait for 2 minutes; the bus never came, yet I waited 40 minutes. I had to leave St. Lucie Plaza in order to not lose my flight to Peru. I tried to call a couple more times and even try the RedCoach chat and got 0 replies at that moment. When they finally replied via chat they offered me to change my ticket to the 8:05pm ride, of course it was imposible for me cause my departure to Peru was around 6pm. Of course, I keep complaining, they offered me a refound, and then took their word down. They send me a photo of the St. Lucie Station, but their bus was not in the picture. I send them my geolocation of that entire day. Stuart, St. Luice, Miami, Peru. I am not the one lying. This company has a history of bad service, being always late, and their buses not making all the stops. They did the same thing to my cousin the next day, we both went to Stuart for a family funeral. I have proof of everything I've said, and I have sent it to them. Also is terrible that they offer stuff that they don't provide like the "track your bus page", that page used to work and it was easy for us costumers to check were our bus were exactly. I just want Red Coach to honor its word and refund the $44.00 to my credit card.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/04) */
  We will follow up the case via email.
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  RedCoach does not keep its word. The bus wasn't in time. And I waited for more than 30 minutes after talking by phone. I have sent all the proof. Two of your representatives offer me 1st another ticket, and 2nd a refund, also I sent that proof (attached again). You can't play with people's money like this. Why is so hard for your company to keep your word? Doesn't your word have any honor? This is the first time an American company does this to me: fails to comply with something they offered. I am asking for you to honor your word (proof of your writen word attached).
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  We have looked carefully into the matter and already sent all corresponding proof to the client via email.
  
  
  Consumer Response /* (2000, 11, 2022/11/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the resolution because Red Coach is giving me a voucher of the amount of money my ticket costed for me to use it later.

• Initial Complaint

  Date:08/25/2022

  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 purchased a one way Business Class ticket for my daughter (college student) from Orlando to Tallahassee. The seat is larger & supposed to be more comfortable and she had a long ride. She's 105lbs, 5'2 & petite. The passenger seated next to her was unable to bring the arm rest down when request, she simply did not fit in her own seat. which is unfortunate. She was very upset & uncomfortable and the bus was fully booked, so she was unable to move. She was about half way on her seat & half in the aisle. I called and spoke with a representative while my daughter was still on the bus. I first asked the differences between the seating options (before telling him our situation) I asked if one did not fit comfortably in the seat if they have any policy (similar to the airline) where the passenger might be asked to purchase a second seat, he said they don't have any such policy. I then explained the situation my daughter was it. I asked for a partial refund. He said they were unable to give a refund due to an oversized passenger encroaching on her personal space. I do NOT blame the other passenger as she did NOTHING wrong seeing how there is no clear policy in place. This representative placed me on hold for quite some time, maybe in hopes I'd hang up with no resolution? he finally came back to the line and suggest that if my daughter wanted to guarantee comfort that maybe she should purchase a FIRST CLASS single seat, even more expensive. I was extremely angry at this point because my daughter fits very comfortably in the economy sized seat, she shouldn't have to purchase a larger seat to ensure that the next passenger isn't SITTING ON HER. The suggestion of a first class seat should be posted somewhere or offered if someone can't comfortably fit in their own seat, again this was not the case for HER. She did ask the other passenger to put the armrest down & the woman apologized saying she simply couldn't. also unable to charge phone as port was block by the woman.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/04) */
  We have listened to the passenger's complaint and we will consider the suggestion of allowing bigger passengers to purchase at least 2 seats. Regarding compensation we have offered 50% of the amount paid for the ticket as a voucher for a future purchase due to the inconveniences experienced. The passenger was able to reach the desired destination without any other issues. The representative who spoke with the passenger has already been reported for the inopportune remarks.

• Initial Complaint

  Date:08/20/2022

  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 bought a ticket (confirmation number:************** and booking number: ************ from Fort Lauderdale to Tallahassee scheduled for departure at 12:45pm and arrival at 9:30pm on Sunday, August 7th 2022 for $59.67 USD. SERVICE: 8004
  
  Instead, I was notified by email that the bus was delayed by an 1hr and 15 minutes, five minutes before the scheduled departure time. I, along with other passengers, were patient and waited out the delay only to receive another email that the bus would be arriving another hour behind.
  
  Several other red coach buses appeared at Fort Lauderdale Airport and those bus drivers were rude and unforgiving when the passengers would politely ask if it were their bus.
  
  The bus arrived at 3:25pm (past the 2 hr and 15 min delay we were promised) and the bus driver did not apologize for the inconvenience nor check people's tickets - instead he allowed anyone on the bus and stood by as passengers put their own luggage in the checked bag area underneath the bus.
  
  Then, at several stops he got out of the bus and proceeded to smoke a cigarette and talk on the phone well after passengers had gotten off and taken their luggage (I've attached photographs). At the stop at the Orlando station, he simply got off the bus without announcing to passengers that we all had to get off. He barely spoke to passengers at all and acted like we were a nuisance after he showed up nearly 3 hours late!
  
  The bus did not stop in Tallahassee until nearly 12:30am, well after the scheduled arrival.
  
  Red Coach then tried to issue me a voucher for half the money I paid for my ticket ($29.83 USD). This isn't a fair resolution because it forces passengers to use their services again to recieve any compensation and $29.83 is not even money to travel with them again! Instead, I'm asking for a full refund of $59.67 USD.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/26) */
  We have looked into the passenger's situation and decided to issue a voucher for the full amount paid of the ticket instead of only 50%. We will send the other half of the voucher via email.

• Initial Complaint

  Date:08/02/2022

  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 purchased a bus ticket that was advertised as "fastest" - from Houston, TX to Austin, TX. Upon arrival of the bus, the driver told us that the bus was "heading to Austin, by way of San Antonio." San Antonio is NOT on the way to Austin, and in fact it almost doubled the time for the trip! (Which had me arrive during rush hour and extremely late for my appointment!) I contacted RedCoach several times to process and follow up on my complaint. I was eventually told that my original ticket showed it was through San Antonio. The company fraudulently changed their information. I held onto my original ticket and was able to prove that the ticket I purchased was indeed a direct trip to Austin. I eventually received an email that I would get a voucher for another trip. I will not use this company again and requested a full refund, as they falsely advertised and then attempted to deceive their way out of compensation. They have refused my request for a full refund of $31.98.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/08) */
  We will make the corresponding investigation and follow up the case via e-mail.
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Despite the many phone calls and emails I've sent to the company, they are still responding to the BBB "We will make the corresponding investigation and follow up the case via e-mail." This is not a helpful response, as their communication with me thus far has been dishonest and dismissive (even after receiving the evidence).
  
  
  Business Response /* (4000, 11, 2022/09/01) */
  Because of an unexpected operative issue we were forced to add San Antonio as a stop that day causing a 2 hour delay on the passenger's service, this is by no means how the service is usually operated. The passenger traveled and arrived to her destination stop without any other issue. We understand the delay was an inconvenience and that is why we issued a voucher for the full amount paid to use on a future purchase as compensation.
  
  
  Consumer Response /* (4200, 13, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Redcoach responded to BBB professionally, however, that is not the interaction I have received from them. The company attempted to falsify their manifest (customer service informed me that the trip was 'always scheduled through San Antonio'), but I was able to provide evidence of my ticket with the express route. The company suggested that I was "only 2 hours late" and therefore was only slightly inconvenience. However, that 2 hours had me arrive in Austin during rush hour, which inconvenienced my driver, and ultimately I was 4 hours late, causing me to reschedule my appointment and spend additional, unexpected monies. Therefore, a 'voucher' does not satisfy my dispute. I simply want my money refunded.