Complaints

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

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  Jefferson Lines

  2100 E 26th St Minneapolis, MN 55404-4101

• 

  Jefferson Bus Line

  501 Nebraska St Sioux City, IA 51101-1346

• 

  Jefferson Lines

  120 Wyoming Ave SW Huron, SD 57350-1845

• 

  Jefferson Lines

  1101 Troost Ave Kansas City, MO 64106-3006

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:01/26/2023

  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.

  Playing with my refund do to your miscommunication and none real customer service You TAKE money right away then play games when YOUR company cancel This isn't professional!!

  Business Response

  Date: 01/27/2023

  Hi
  
  Thank you for reaching out. We have reviewed our systems to find a non-refundable ticket was purchased by the consumer for travel that was impacted by severe national weather on December 24th, 2022. We also see the ticket was purchased through Greyhound.com. As Jefferson Lines and Greyhound are two separate companies, we would not have the funds to refund the ticket.However, despite this, we see that our Refund Coordinator provided the option for an online credit in the amount of the unused ticket ($112.49) on January 6,2023. A response was never received by the consumer.
  
  We have gone ahead and applied the credit amount of $112.49 to an online account under the email used in this correspondence. The consumer should review their email to find a password reset link from Jefferson Lines.
  
  Thank you,
  Jefferson Lines *************

  Customer Answer

  Date: 01/27/2023

   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.

• Initial Complaint

  Date:12/15/2022

  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.

  I had a paid ticket for Tuesday. November 22, 2022 to leave ********* ** at 11:40 a,m, to ****** **. My confirmation #*** 326 90. I was at the pickup location at 11:00 a.m. the bus never came. My sister-in-law called Jefferson lines at 1:30 to see why no bus came to *****************. The answering machine message said there was no futuristic information about this route. We waited until 2:30 and then went home. Immediately I spent two hours to talk to someone at Jefferson. I have tried 4 or 5 days since with no luck. The refund line says ***** then asks how it can help me, but just continues to say this with over and over again not giving me a chance to say anything. This bus left from *********** **. The # I called was ************** and the number listed for the *********** office. Since the bus never had a pick-up on Nov. 22 I wanted my refund of $72.38 for a one way trip. I would not have wanted or needed another trip as this was the only option I had in the first place. Thank you in advance for looking into this complaint. I never got a ticket since I ordered on the phone and only got a confirmation # which I was to give to the bus driver along with my ID.*********************

  Business Response

  Date: 12/19/2022

  Hi,
  
  Thank you for reaching out. We investigated the customer feedback and found that the ticket provided was for travel subsequently cancelled by Jefferson Lines due to unanticipated circumstances. Because the ticket is valid for travel for up to one year, a written request for a refund is needed to inform us of how the passenger would like to close out this ticket. Until this message, we have not received a refund request from this passenger through our online refund request form.
  
  We will use this complaint as a written request for a refund and will issue a refund to the passenger for the amount of the purchase less any used portion of the ticket up to the date of the refund. This refund will be sent to the address listed on the complaint and will be issued within the next 10 business days.
  
  Thank you,
  Jefferson Lines

  Customer Answer

  Date: 12/26/2022

   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:12/06/2022

  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.

  All the bus tickets they sell are non-refundable. But when they canceled my bus without notifying me they say they would give me a company credit provided I paid $20 rebooking fee. Fist of all Im from ****** and not sure when I will be in ************ again. Second of all, why do I have to pay for rebooking if its the company that canceled the bus that day on October 20

  Business Response

  Date: 12/08/2022

  Hi,

  Thank you for reaching out. Jefferson Lines strives to ensure we provide every passenger with a thorough review of their concerns.
  
  Based on the information provided, we were able to identify that the ticket referenced was purchased in person at our Fargo depot, which sells non-refundable and refundable tickets. A non-refundable ticket was purchased. Additionally, Jefferson Lines makes every effort to get the passengers on the next available bus in the event of a cancellation. Our agents made two calls to the passenger to inform them of their impacted travel: the first was on 10/19/22 at 5:56 PM, the second on 10/20/22 at 11:25 AM. Agents were unable to leave a voicemail due to the voicemail system not set up.

  We also find an inbound call was received by the passenger on 10/20/22 at 8:36AM in which they were offered a reissued ticket at no cost. This was declined by the passenger. The passenger was later offered an online credit in the amount of the ticket, which they also declined.  

  For the above reasons, Jefferson Lines is unable to provide a refund for the referenced ticket.
  
  Thank you,
  Jefferson Lines

  Customer Answer

  Date: 12/09/2022

   I am rejecting this response because:

  I am not satisfied with the business response. No refundable ticket was offered to me ever at the bus station, and I had to be in *********** on that particular day and no later than that. A credit was offered but I would have to pay additional $20 for the rebooking fee. No missed calls were in my call log on those dates from the bus company I expect a credit with no further changers whenever I feel inclined to use it throughout the year

   

  Kind regards, *************************;

   

  
  
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  We purchase a ticket for our daughter to travel from ***, in ** to ***********, ** on 10-7-22 and returning to UMD, ** on Sunday 10-9-22. We waited for an hour and a half for the bus to pick her up and it kept listing the route as late. Finally checked under canceled buses and hers was listed. Nobody contacted us and nobody will answer calls to find out what happened and request a refund. In looking at the *** Parents Page, it is apparent that this is quite common and there are never any refunds. I would appreciate you looking into this as it is dangerous to have students waiting on buses that never come and it also interferes with their schooling.At the very least, there should be notifications and refunds.

  Business Response

  Date: 10/12/2022

  Good morning,

  On behalf of Jefferson Lines, please accept our sincere apologies. After looking into the information we do see that there was a cancellation on your daughters return trip. We unfortunately had several cancellations and one agent to contact each passenger for those routes. We do our best to contact every passenger prior to their departure to notify them of their cancellation, however, this is not always possible. For this reason we post all of our cancellations under our "Travel Alerts" section in real time for full access to all passengers. We looked into our refund request forms as well as our phone records in search of a refund request made by the parent our their daughter. We do not have a request form and see one attempt to contact us on October 7th at 4:07pm. No voicemail was left. The schedule on October 7th departed UMD as scheduled. We are not finding a voicemail or attempted contact on October 9th. We have agents who return our voicemails for any missed calls. We do provide refunds on our cancelled buses. When a refund request comes through we always start by offering to reissue the ticket for the next bus or provide an online credit to use towards a future travel, as this is typically what our passengers prefer. If these two options are declined and passenger prefers a refund, we are happy to provide the refund for the cancelled portion of the trip. As stated before, we are not seeing a voicemail or request form from the parent or passenger in regards to a refund. We would be happy to provide a refund for the cancelled portion of the trip but must be requested by the purchaser of the ticket and a check must be made out to the purchaser along with the purchasers mailing address. 

  We certainly apologize for any inconvenience this may have caused.

  Thank you,

   

  Jefferson Lines