Complaints

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

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  Coach USA

  160 S State Rt 17 Paramus, NJ 07652-2669

• 

  Coach USA

  349 1ST Street Elizabeth, NJ 07206

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:08/19/2024

  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 been traveling with the 1:30 PM CoachUSA bus from ***************** quite some times and especially Mondays and when you buy the ticket it says arrival is at 4 PM but I have never once arrived on time in *** with this bus, always at least 20 to 45 minutes late. Im really annoyed because I usually take this bus and then I have to run to my train because we didnt get to *** on time. What if I miss the train altogether? It s not like anyone will give me the money I spend. Please change the schedule if the bus drivers can not get to *** on time. I spend 50$, I can at least expect to get where Im supposed to on time.

  Business Response

  Date: 09/04/2024

  Hello *****************,

  I will be happy to assist you.

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. Our goal is to ensure we do everything possible to make our customers happy.  
  

  This information was sent to our scheduling manager for notice.
  

  I apologize for any inconvenience we may have caused you with the delay.
  

  Thank you for choosing CoachUSA. We appreciate your business.
  

  Kind regards,
  Markeda 

• Initial Complaint

  Date:08/12/2024

  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 tried to purchase tickets on the Coach USA website on 7/18/24, 7/19/24, and 7/20/24 and was not able to. I tried multiple different devices, browsers, and had three other people try with their phones and computers. The website would not work for any of us. We kept getting an error message that said ****, something went wrong. I called Coach USA and followed the troubleshooting ideas they gave me and nothing worked. Their website was not working. I spoke with three people in their customer service including a supervisor and they told me there was nothing wrong with their website even though I had more people try to purchase the tickets (two of the people were not in my house) so it was definitely their website. I asked if I could buy the tickets over the phone and was told they do not offer this option. They said I would have to buy the tickets from the driver and pay a $12 fee per ticket. I asked if they would waive the fee since it was not my fault that their website isnt working and they said the driver cant waive the fee. They had no solution whatsoever to give me other than forcing me to pay in person and pay the fee. It was the absolute worst customer service experience I have ever received. I have bought tickets on their website a lot and never had an issue and I was using the exact same phone and browser that Ive always used. I tried other browsers, I tried other devices (a phone, laptop, and an iPad), I had three other people try different devices and every time the same message came up. I also tried it over a three day span. It was obviously their website but they would do nothing to help me and claim not to have a way to waive the incredibly outrageous fee when I would have to buy the tickets in person. The fee ended up being $52.65 for three tickets! Online my total was showing $151.35 and my total in person was $204!

  Business Response

  Date: 08/15/2024

  Hello ******,

  Thank you for providing us with this information.

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.  

  After investigating this matter, I see we were not experiencing website issues on July 18th, 19th and 20th.We also cannot purchase tickets for passengers over the phone.

  The last resolution will be for you to ask as family or friend to purchase your ticket or try to clear your cookies on your browser.

  Unfortunately, we cannot provide you with a refund as no website issues were reported by our team.

  I apologize for any inconvenience this may have caused you.

  Thank you for choosing Coachusa.com. We appreciate your business.

  Kind regards,
  *******

  Customer Answer

  Date: 08/15/2024

  
  Complaint: 22130552
  
  I am rejecting this response because:
  
  That is not an acceptable response. I did have multiple family members try to purchase the tickets and they also were not able to because of the same error message. I cleared all my cookies. I tried multiple different devices and so did the other people. What does it take for your team to report an issue when multiple people are having the same issue on the website? I only want a refund of the fees I was charged because your customer service was not capable of helping me in any way. They should at least have the ability to purchase the tickets for me over the phone if I am reporting an issue but since they could not, I was charged a huge fee to purchase them in person. 
  
  *********************

  Business Response

  Date: 09/10/2024

  Hello ******,
  

  I apologize for the frustration you are experiencing.
  

  After investigating this matter, I see we were not experiencing website issues on July 18th, 19th and 20th. We also cannot purchase tickets for passengers over the phone.
  

  Unfortunately, we cannot provide you with a refund as no website issues were reported by our team.
  

  I apologize for any inconvenience this may have caused you.
  

  Thank you for choosing Coachusa.com. We appreciate your business.
  

  Kind regards,
  *******

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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 coach USA bus tickets today and found that Coach Raised the price more than $50 without any notification. When I call to find out what happened and why the price increased dramatically, no one could tell me. I think that $50 is way too much for an increase and is Coach allowed to raise the fare to any amount they please? I take the 6:18am bus from *********************** and ride to *****************. The price was $328.00 and now It is $378.00. There must be some regulation that increases cannot be that much,

  Business Response

  Date: 08/07/2024

  Hello ****,
  
  Thank you for reaching out and sharing your concerns regarding the recent price increase for your trip ticket from *******, ** to PABT. We sincerely regret any possible inconvenience that our new rate may have caused.
  
  We understand that price changes can be difficult, and we strive to keep our fares as reasonable as possible while maintaining the quality of service you expect.
  
  Operationally, we have continued to monitor all the mitigating factors such as, ridership, rising fuel cost, and the overall evolvement in the transportation industry. Due to these operational and economic factors, the decision was made to implement an adjustment within our fares. We understand this matter may cause some impact to our passengers and we are truly sorry for the inconvenience.
  
  We appreciate your continuous support and look forward to continuing to serve you with superb service.
  
  Should you require additional assistance, please contact us via phone at ************. Our operations are Monday Friday from 7 AM 7 PM ET and Saturday and Sunday from 8 AM 5 PM ET.
  
  Thank you again for choosing Coach USA. 
  
  Kind regards,

  *******

• Initial Complaint

  Date:07/05/2024

  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.

  June 10th, I bought a ten-trip ticket and paid Coach USA $99.50 which includes fuels charges ($10 for fuel increases during COVID but have not removed them even though fuel prices have dropped). My plan was to use the tickets June 10th, 14th, 21st, 24th, and July 1st. On July 1st I was told that my ticket had expired and was only good for 20 days, not 21. I called Coach USA so they can honor my last round trip but ended up having to buy a round trip (not ten-trip) on July 1st. Order Number: 830c0dbb-55c5-4e22-abd7-b028e0e346de and paid $24.20 including the $2 fuel surcharge. Repeated calls asking for a supervisor and finally having it escalated (see Reference number below) only to have them state that all sales are final. I had requested comp tickets or a refund for the round trip tickets I had to buy on July 1st.

  Business Response

  Date: 07/08/2024

   Hello ****,

  I will be happy to assist you today.

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.  It is our goal to ensure we are doing everything we can to make our customers happy.  

  After investigating this matter, I see your ticket expired on June 30th. Unfortunately, we cannot extend or refund your ticket.

  I apologize for any inconvenience this may cause you.

  Thank you for choosing CoachUSA.com. We appreciate your business.

  Kind regards,
  *******

• Initial Complaint

  Date:07/04/2024

  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 Wednesday, July 3rd, 2024, I bought a one (1) way bus ticket to go from *******, ******* ****** to *************, ******* ****** and I was Ripped Off On The Ticket!It clearly stated that You can buy tickets for as low as something like $9.00 Dollars, but when I looked at the date and the times, You Purposely and Deliberately Put The Lowest Fares For Later In The Day and None Of The Lower Priced Fares Were Even Offered At 6:30 A.M. In The Morning which is what I needed since I must be at the Whirlpool Jet Boat Ride at 12:00 P.M. Noon Today Being Thursday, July 4th, 2024 since I am an Unpaid, Volunteer Tourism Promoter and Have To Promote Them And Therefore Can Not Afford To Be Late!I am very angry and upset that You would Rip Me Off And Charge ME Something Like Three (3) Times The Price Compared To What I Had Seen On Your Website With Much Lower Prices!Now, I have to buy another One (1) Of Your Tickets To Go Back In A Few Days and am Very Much Afraid That I Am Going To Be Scammed Again!Is There Anything That You Could Do About This Ripped Off Price That I Had Just Paid?This Is Far From Being Honest And Fair!If Not, then I will contact My ******************* And Show Them Your Other Lower Prices For That Same Day and Dispute The Charge!I will also have to Publish Negative Reviews About This Whole Buying Experience Online With Mega Bus as well!Enclosed, below, please find a copy of Your Very Much Overpriced Ticket that I had just purchased back on Wednesday, July 3rd, 2024 for your reference and further review. Thank you.If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call ME at: Voice/Messages/Text: **************.=====================================================================================Reservation summary for order AJ6WUGQ Reservation Number 21-1328-070424-2708R-0630-TOR-NIA

  Business Response

  Date: 07/08/2024

  Hello ******,

  I will be happy to assist you.

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.  It is our goal to ensure we are doing everything we can to make our customers happy.  

  As stated on the website we have tickets as low as $9.00. All tickets may not appear at the same price. But all the tickets are very affordable.

  Unfortunately, we cannot provide you with a refund for your ticket. We do suggest that you purchased the time slot of the ticket price you would like.

  I apologize for any inconvenience this may have caused you.

  Thank you for choosing Megabus.com. We appreciate your business.

  Kind regards,
  Markeda  

• Initial Complaint

  Date:05/14/2024

  Type:Order 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.

  This bus is always late or never comes. Not only does it make you late for work but children take this bus to school. Not 1 bus but 3. They have a contract with the state to be on time or show up. But do not. You can call them to see what is going on because nobody gets back to you

• Initial Complaint

  Date:01/24/2024

  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.

  This bus company is ridiculous they have a time schedule they do t stick to if a driver calls out the bus doesnt come and we are now late for work. There is no back up plan. 5 buses passed us and the company doesnt care. A bus broke down that i was on *** we didnt receive any refunds had ro get another bus to a diff loc and pay for for a cab to go to the proper park and ******* altho the bus was gonna pass ******* he refuse d to make the stop even t h o we were in distress and had tobe picked up off the highway

  Business Response

  Date: 01/24/2024

  Hello *****, 
  
  I will be happy to assist you. 
  
  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.  It is our goal to ensure we are doing everything we can to make our customers happy.  
  
  Can you please provide us with your order number? Also, can you provide us with more details about your trip? Origin, destination, date, and time of travel. 
  
  Once we have this information, we can further investigate this matter. 
  
  Thank you for contacting Coach USA.com. We appreciate your business.
  
  Kind regards,
  *******

• Initial Complaint

  Date:11/07/2023

  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.

  Good evening,On Fiday, November 3, **** the above mentioned bus struck something while attempting to park at ***************************. Since I utilize this email to purchase tickets weekly, I expected some sort of acknowledgement and/or apology for the incident. However, I have received neither. Is it the practice of your company to act is if incidents such as this one did not take place? Please respond. Thank you

• Initial Complaint

  Date:10/30/2023

  Type:Product 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 have 195 paper tickets in excess of $1500 bought pre/during COVID pandemics that never expired in the decades I previously used them. On October ***************************** that the paper tickets are no longer accepted. I contacted the customer service (ticket # ******* in the attempt to exchange these ticket to the digital ones. The company refuses to do it or refund me the money. I could not find the appropriate information on their website, displayed anywhere I could see or notified in person by a bus driver as to the period when I could exchange them. The company states that they had a 3 month window when these tickets could be exchanged but refuses to tell me when that window was. I need help recovering the money. I am looking forward to your reply.

  Business Response

  Date: 11/04/2023

  Hello ***,

  I will be happy to assist you today.

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause.  It is our goal to ensure we are doing everything we can to make our customers happy.  

  Unfortunately, the tickets are no longer accepted and the window for refunds/exchanges are closed.

  I apologize for any inconvenience we may have caused you.

  Thank you for choosing Coach USA. We appreciate your business.

  Kind regards,
  *******

  Customer Answer

  Date: 11/04/2023

  
  Complaint: 20803049
  
  I am rejecting this response because: COACH USA did not make an effort to inform me of the necessity to exchange paper tickets to the digital ones and is still being evasive about this mysterious "3 month window" to exchange those paper tickets. I did not see anything posted anywhere and the bus drivers did not inform me that the paper tickets were being phased out. However, the bus driver on Oct. 24 very happily informed me that the ticket is invalid and I have to pay cash if I want to board the bus. The company is not being transparent about its policy and it is costing me money, over $1500. This is unacceptable. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/08/2023

  Hello Eve,

  Unfortunately, the tickets are no longer accepted and the window for refunds/exchanges are closed.

  We stopped accepting those tickets in 2022.  A notice in 2022 regarding accepting red and white tickets was sent to the drivers and passengers. We are no longer accepting them.

  I apologize for any inconvenience we may have caused you.

  Thank you for choosing Coach USA. We appreciate your business.
  

  Kind regards,
  *******

  Customer Answer

  Date: 11/13/2023

  
  Complaint: 20803049
  
  I am rejecting this response because:
  
  The company's response is unacceptable. I commuted in 2022 and used the tickets. There was no notification by either driver or anywhere I could see saying that the paper tickets were being phased out. This is simply an attempt by COACH USA to increase their profits at the consumer's expense. To this day they are not informing me of the dates of this mysterious window when the paper tickets had to be exchanged. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  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.

  I am writing to file a complaint regarding my recent experience with CoachUSA's online platform. I purchased a return bus trip through the website, carefully selecting the desired trip, date, time, bus line, and destination. Prior to making the payment, the online portal indicated that all my selections were valid. However, upon printing out the confirmation, I was shocked to discover that the trip I had chosen was not available on the selected day, despite the website indicating otherwise.This unexpected turn of events not only caused inconvenience but also forced me to purchase another ticket in order to secure my travel plans. Naturally, I was extremely disappointed and frustrated to learn that the trip I had originally paid for was not actually available. It is evident that there was a technical error on CoachUSA's website, leading to this unfortunate situation.I understand that the representative I spoke with, *******, mentioned that the purchased trip is non-refundable. However, I kindly request a full refund in light of the fact that the trip I scheduled and paid for was not actually available. I believe it is only fair and just that I receive a refund for the unused ticket due to the error on their website.

  Business Response

  Date: 06/29/2023

  Hello ***** and thank you for contacting Coach USA Customer Service.
  
  
  We will be happy to assist you with a refund due to the mitigating circumstances.  
  
  
  Please allow 3-5 business days for your refund in the amount of $26.90 to be processed to the card in which you made your original purchase.
  
  
  For future reference, Coach USA tickets are not reservation based. The roundtrip ticket you purchased on 6/13/23 from ** to ******* could have been used on any of the scheduled trips we offer for up to one year from the date of purchase. (there is no day or time on any ticket, tickets are open, and seating is first come first serve) 
  
  Please reach out if you have any questions.  
  
  
  We are glad that you were able to successfully take your trip and hope to see you again soon.  
  
  
  Should you require additional assistance, please contact us at ************************************.  
  
  
  Thank you for choosing Coach USA, we appreciate your business!
  
  
  Kind regards,
  
  
  ****************
  
  Coach USA Customer Support Team
  ***************************************

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************