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Business Profile

Charter Bus

Jefferson Lines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Charter Bus.

Complaints

This profile includes complaints for Jefferson Lines's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jefferson Lines has 4 locations, listed below.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 trip was cancelled and email from bus company said they apologize for cancellation for trip AND that I would b refunded within 72 hours, however that hasn't happened, after trailing the money it was determined between Greyhound, and Flix bus companies that Jefferson bus lines should process the refund.

    • Initial Complaint

      Date:04/14/2025

      Type:Product Issues
      Status:
      Unanswered
      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 on April 2nd for travel on the 3rd for a friend. Three hours later I called and asked if I could cancel and get a refund and was told that I could. Both before and after she processed the cancellation, I specifically asked if she was sure that I would be getting my money back on my card and she said yes. She even verified all of my card information with me over again. The next morning I ended up purchasing the same ticket again, thinking that the first one had been refunded. After my friend left on the bus I checked my account and found that I was still being charged for both tickets. At that time I called and spoke with a manager and she apparently listened to the call and said that since I had spoken to a new employee who was unfamiliar with their no refund policy,and since it was their mistake, that I would be receiving a refund. The day before yesterday I checked my account again and the money is still not there. Since then I have been trying again to get ahold of the manager and keep getting forwarded to voicemail and told that there is only one manager and that she will get back with me when she can. I NEED my money back.

    • Initial Complaint

      Date:11/25/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 round-trip ticket on Jefferson Lines from **********, ** on Nov. 24, 2024, to ********, **, returning to ********** on Nov. 29. Order # *******, for my sister to spend Thanksgiving with me. She waited at the stop in ********** (a convenience store/gas station) for 2 hours, alone (she is 70 years old). The bus never showed up. The bus tracker finally showed No Estimated Time of Arrival, so she had to drive back home 50 miles over icy roads. And now she can't use the return ticket, because obviously she never got to ********. I am requesting a full refund of $206.50 because we were never contacted about the bus problem; she was essentially stranded; and now we can't use the return ticket. I have been calling ************** but no one answers. I also contacted them with several chats, and also on ******** Messenger -- and was told to call ************* (who doesn't answer....). This is very disappointing, of course; my sister and I don't have that many holidays left together. I travelled on Jefferson Lines to *********************** in January and had no problems at all. I thank you for your help with this one. Sincerely, ****** ********

      Business Response

      Date: 12/06/2024

      Dear, ****** ********,

      Thank you for reaching out to us regarding your recent travel experience on November 24th.  We were able to research order  which is associated to your Jefferson Lines account and see that our ************* team was contacted on 11/30/2024.  At that time, a credit was issued to your Jefferson Lines account in the amount of $204.00.  That credit can be applied to any future travel on Jefferson Lines for the next 12 months. The account with the associated credit amount is associated with the email address ***************************. 

      Thank you for your inquiry and let us know if you have any further questions related to the use of the online credit.

      Regards,

      Jefferson Lines ************* Team

      Customer Answer

      Date: 12/06/2024

       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.

    • Initial Complaint

      Date:11/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased bus ticket for $35. Bus driver departed its pick-up spot 10 plus minutes early. Offered no refund.Apparently this happens a lot according to many online ****** Maps reviews.

      Business Response

      Date: 11/22/2024

      Dear ***** ******,

      We are sorry to hear that you missed your recent trip with Jefferson Lines.  In order for us to research this issue, we will need some additional information.  Please provide us the following information so we can determine what happened with your travel experience.  

      Order Number

      Date of Travel

      Departure Location:

      Once we receive this information, please allow 10 - 14 business days for a follow up response.

      Regards,

      Jefferson Lines ************* Team

       

       

       

    • Initial Complaint

      Date:11/22/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a route on 06/19/24 from *********, ** to ******, **. We stopped in ****** for a scheduled stop and were then informed that the route would not continue due to no driver available for the remainder of the route. They offered to return us to *********, but I was attending a specialty medical appointment in ******* and this was not an option. I was then stranded in ******** and forced to find my own way to finish the route. I have attempted to get a refund from Jefferson Lines since this trip, via email and phone calls. They continue to state "they will review the request & get back to me." This issue is still not resolved nor have I received my requested refund.

    • Initial Complaint

      Date:09/09/2024

      Type:Order Issues
      Status:
      Answered
      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 am not liabe for this debt with JEFFERSON CAPITAL LL ************************************************************************************************** i dont have a contract with the collection agency they didn't provide me with the oniginal contract as i requested

      Business Response

      Date: 09/09/2024

      Dear ******************,

      We read your BBB inquiry and you have submitted your complaint to Jefferson Capital.  We are not Jefferson Capital - we are Jefferson Lines a bus transportation.  Please reach out to BBB to correct your inquiry.

      BBB - please note this complaint was sent to the wrong company.

       

      Customer Care

      **********************

       

    • Initial Complaint

      Date:07/23/2024

      Type:Product Issues
      Status:
      Resolved
      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 ***********, ** to ***********, ** (route 928) for travel on 6/29/24. However, the Grand Forks to ******** leg of the route was cancelled that day. I received no notice of the cancellation despite having my email and phone number entered into my Jefferson Lines account. Furthermore, I have been unable to reach a representative using the help line, ************, the online refund form, or emailing [email protected] understand cancellations occasionally happen, instead, my complaint is the complete lack of customer service at **********************. They should at least offer a credit for future travel in situations like this. They should also have somebody that picks up the phone and responds to email so that I can ask for a credit, but so far that has not been the case.

      Business Response

      Date: 07/26/2024

      ************,

      We are sorry for the interruption to your travel with Jefferson Lines.  We are happy to research this issue regarding your travel.  We need a bit more information to start our process.  Please provide us your order/confirmation number from your ticket.  We have the date of travel and departure and arrival locations from you initial communication.  Once we have this we will research and get back to you regarding next steps.

      Regards,

      Customer Care Team

      **********************

      Customer Answer

      Date: 07/27/2024

      I am not rejecting the response but this appears to be the only way to supply additional information. My order number for travel on June 29 from *********** was *******. Thank you.


      Business Response

      Date: 07/29/2024

      Dear *****,

      Thank you for providing the order number for your purchase on 6/29/24.  We do apologize for the cancellation and will be issuing you an online credit of $65.00 which is the value of the order.  In addition, we will add a $15.00 credit to your account for the inconvenience. Please allow 3-4 business days for the credit to appear on your account.

      We hope to see you again on Jefferson Lines in the near future.

      Best regards,

      Customer Care Team

      **********************

       

      Customer Answer

      Date: 08/04/2024

       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.

    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Bus scheduled to depart from *****************, it left without coming to depot. Called company twice and was told that the bus tracker was wrong, that it was on its way. After two hours it did not show up. The tracker showed the bus well on its way to **** ****. Requested a refund from web sight. No refund to date. It's been a month. Call center is a joke, worst service ever, just bold face liars if you can even get a person to answer.

    • Initial Complaint

      Date:05/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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 brought a ticket from *********** to ********* on June 18th, 2024 on the Jefferson Lines website, and i paid ***** dollars for the ticket through credit card. Things happened at05/27 4:56pm.I have already seen credit card statement from the bank app, which means defiantly i have paid. But when i checked my E-boarding ticket. I found there was not any boarding pass. My money has paid, but when i filled in my information like my name, my email, and etc. The result it reveals is that i have no oncoming trip. i called the tel and emailed of Jefferson Lines. But nobody answered. I am frustrated!!! Here are two solutions :1. give the number of my order and show me the boarding pass 2. give me the full refund returned to my card

    • Initial Complaint

      Date:04/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 am not liable for this debt with Sprint. I do not have a contract with Jefferson ******* Systems llc, they did not provide me with the original contract as I requested.

      Business Response

      Date: 04/29/2024

      Dear ***************************,

       

      You submitted your claim to the wrong company.  We are Jefferson Lines a bus transportation company not Jefferson Capital.

       

      BBB - please have this claim directed to the correct company.

       

      Customer Care Team

      **********************, Inc.

    Jefferson Lines is NOT a BBB Accredited Business.

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