We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Transportation

Coach USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Complaints

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

Find a Location

Coach USA has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Coach USA

      160 S State Rt 17 Paramus, NJ 07652-2669

    • Coach USA

      349 1ST Street Elizabeth, NJ 07206

    Customer Complaints Summary

    • 38 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:06/18/2023

      Type:Sales and Advertising 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 claim no expiration date was provided on any receipts or mentioned in the Terms and Services as claimed. I purchased a 10 pack of tickets on this bus line of which I used only 3.

      I have purchased 10-packs for ******** ****** routes for over a decade (I use to purchase airline crew tickets when available). The paper tickets never had an expiration date and would use them over multiple years.

      I purchased a new 10-pack on June 6 of 2022. Today I opened my account to use a new digital ticket and received the message that I had no tickets. I checked my receipt along with the Terms and Services linked to the receipts and found no mention of expiration of these tickets. In fact, I had trouble finding anything about it on the entire website so I Googled "Coach USA, expiration tickets" and finally found a site that said it was updated one year ago (after my purchase). Included are all screen shots with all of this information. I never received notice of an expiration via email or any other avenue, although I have a current account. I have no record an expiration date was provided on any receipts or mentioned in the Terms and Services as claimed. I purchased a 10-pack of one way tickets on this bus line of which I used only 3.

      I purchased a new 10-pack on June 6 of 2022. Today I opened my account to use a new digital ticket and received the message that I had no tickets. I checked my receipt along with the Terms and Services linked to the receipts and found no mention of expiration of these tickets. In fact, I had trouble finding anything about it on the entire website so I Googled "Coach USA, expiration tickets" and finally found a site that said it was updated one year ago, after my purchase. Included are all screen shots with all of this information.

      I spoke with 2 representatives today. Both said they will issue no refund despite never providing me with an expiration, nor being able to direct me where in the Terms and Conditions where it mentions an expiration.

      Business Response

      Date: 06/27/2023

      Hello Erin and thank you for contacting Coach USA Customer Service.

      I am happy to assist you with your inquiry today!

      As a courtesy, we have provided you with 7, one-way tickets which can be used in either direction.  Please keep in mind, tickets are valid for up to one year from today.  When you can resume travel, these tickets will allow you to do so seamlessly.  

      Order ************************************ will arrive in a separate email containing 7 QR codes, one for each ticket.  Please have your QR code ready to be scanned by the driver when boarding the bus. 

      Should you require additional assistance, please contact us at ***********************

      Thank you for choosing Coach USA, we appreciate your business! 

      Kind regards,

      Christina 
      Coach USA Escalations Team
      *************************

      Customer Answer

      Date: 06/28/2023

      [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. I believe this is a fair result.



      Regards,


      **** *******

    • Initial Complaint

      Date:02/22/2023

      Type:Service or Repair 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 ticket on 2/21 for departure on 2/22 at 10:45AM EST. However, when I arrived at the bus stop for pickup I learned that the bus departed early at 10:27AM EST. Please see attached screenshot for proof. Reservation ********

    • Initial Complaint

      Date:09/11/2022

      Type:Service or Repair 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.
      Good morning how are you? I want to make a complaint about H3738**363734393736H independent bus line (** line) in ******, **********. On the day of September 10th 2022 at ****hrs. (10:30pm) I arrived at ****** Penn Station to catch to #******************** bound) to go home and no buses have arrived. I've been waiting for the #** bus for over an hour, with no bus in sight. I called H3738**363734393736H to inquire on why no buses are running and I was told they have "No Drivers" and the last driver went off duty at ****hrs (10:00pm) and they have no drivers. Me, as well as other passengers rely on this bus line to run on time and on schedule. I've emailed and call H3738**363734393736H multiple times and have gotten no satisfaction.

    • Initial Complaint

      Date:08/17/2022

      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.
      This complain is regarding coach bus driver that hush me away due that he does not have his scanner to scan my ticket. I usaully get my bus at 5;36 from port authority gate 415 to tower center .. I ran today to my bus at **** I was in front of the door of the bus. The bus was not even full as yet .. the driver did not want to take more people in the bus due that he does not have a ticket scanner and hush me away to the next bus very nasty I went to gate ***************************************************************************************************************************************** that he can not release his name . So know I call the dispatch office and spoke with h ***** and file a complaint and he told me at that point that I was late and that he saw me in the video so I guess is ok to hush people away from the bus wen coach just added 2 dollars fair higk on July 29 somebody need to put a stop to this company wen there bus driver acting like. Nasty They dont want people on the bus wen we pay for the ticket this is un esceptable after paying all this money to travel with coach . I need to have the manger ***** call me back .this is and on going with coach drivers .this office is located in (parking ride ************* ** )

    Coach USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.