Complaints

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

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• 

  US Coachways, Inc.

  100 Saint Mary's Ave Staten Island, NY 10305-1839

• 

  U S Coachways, Inc.

  1201 Peachtree St 400 Colony Square ste 200 Atlanta, GA 30361

• 

  US Coachways, Inc.

  400 Colony Sq NE Ste 200 Atlanta, GA 30361-6322

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:03/15/2023

  Type:Sales and Advertising 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 bus trip planned with US Coach Ways and had to cancel. They are now telling me it may take 120 days to get a refund. I feel like this is just a way to hope the customer does not follow up that the funds ever get refunded.

  Business Response

  Date: 03/15/2023

  Hello,

  The refund policy is listed in the contract that was signed and agreed upon when making the reservation. I have attached the contract as well. 

  Thank you.

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I had called and asked what the cancellation policy was and was never told anything about a 120 waiting period. Only the 25% charge

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 03/27/2023

  Hello,

  The timeline for refunds is listed in the terms and conditions of the contract.

  Thanks,

  Customer Answer

  Date: 04/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  My children's school, ***************************** hired US coachways to charter a field trip in 2020 that was cancelled due to covid. The original booking number was #*******. The school was never refunded the payments that were made, however were told they would receive a credit when the trip would be rescheduled since there were no goods or services provided. The trip was rescheduled for March this year, and two deposits were made, one December 7th, 2022 and another December 12th,2022. The third deposit was scheduled to debit on December 23, 2022. However, the school's account was debited for the entire trip, which was not authorized. When an inquiry was made regarding the unauthorized payment the school was told the credit had expired in March of 2021. This information was never disclosed prior to rebooking in 2022, and there was no expiration information given at the time of cancellation during the initial mandatory covid shut down. This is a deceptive business practice, as there was no goods received and cancellation was not due to the school cancelling, it was a government shutdown. The school should have been refunded the initial amount of the trip they did not receive a credit should be issued for the current booking #********.

  Business Response

  Date: 01/12/2023

  Hello, we do apologize for the errant early charge by our system and our accounting team is putting in place the refund and will recharge on the scheduled date per the terms of the contract. For the prior cancellation, it was advised that we would check if the credit had expired. This trip was canceled in 2020. Our COVID cancellation policy stated that instead of assessing cancellation fees on trips cancelled due to COVID, that fee would be held as a credit valid for 1 year from the date of cancellation. This was extended out to 2 years but again had expired in March of 2022. The new reservation was made in November of 2022 and it was made clear to the contract holder that the credit inquiry would be passed along to our team upon reservation and any applicable credits that were not expired would be applied upon their review. 

  Thanks,

• Initial Complaint

  Date:01/03/2023

  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.

  On 12/30/22 at approximately **** am I was attempting to board the **** bus to ************** from Middletown. White running to the bus I asked the driver if he could wait he yelled off the bus "NO" and pulled off and waived as he turned the corner. How unprofessional are your drivers at coach when I was a few steps from the door.Once I got inside and spoke to the women giving out tickets she was very Condescending and rude when I attempted to find out the schedule for the next bus. She over talked and found it to be funny that he pulled off so fast I told her I was approaching the bus at **** and she said yeah I saw you. If the bus is scheduled for **** and I was there at **** a simple curiosity could not be extended.

  Business Response

  Date: 01/03/2023

  Hello,

  Please be advised this service is not provided by US Coachways. It is possible you are looking for Coach USA. 

  Thanks,

• Initial Complaint

  Date:11/22/2022

  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 booked Charter ******** and paid 1936.46$ for the services on Nov 15,2022. The 49 Passengers bus was suppose to reach at ************* at 4:00 PM, But It reached at 6:20 PM. Bus was late by 2 hr 20 mins. Believe me all the 45 were suppose to catch flight from **************. But as bus was late by 2 hr 20 mins 35 passengers took Taxi from ************* and reached to ************** because they cant afford to mis the flight.Apart from that the Bus roof was leaking, the water was falling on head of passengers.When I file a complaint about the problem somebody called me after 36 hrs.As I need to spend lots of money for hiring taxi from ************* to ************** I requested for some (NOT FULL) refund but they denied.Its very logical that if I spend around 1943$ for bus services and again If I have to spend lots of money for taxi services for same purpose its not acceptable.Business owner can reach me on my mobile number ************.

  Business Response

  Date: 11/30/2022

  Hello, while we do apologize for the issues you encountered, I see you were able to work out a resolution to this with our **************** Manager. Please confirm. Thanks.

• Initial Complaint

  Date:11/22/2022

  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 cancelled our bus reservation (Charter # - ********) on Oct. 11 and have still not received the refunded deposit.

  Business Response

  Date: 11/30/2022

  Hello, 

  Please see below for our cancellation policy that is included in the signed terms. As stated here, refunds can take up to 120 days to process. 

  Cancellations over 28 days prior to departure date are subject to 5% of the total cost of trip up to $250.
  Cancellations made 28 to 15 days prior to the departure date are subject to 25% of total trip cost.
  Cancellations made 14 to 8 days are subject to the loss of 50% of the total charter cost. Cancellations made 7
  days to 72 hours are subject to the loss of 75% of the total charter cost. Cancellations made within 72 hours
  are subject to the loss of 100% of total charter cost. Refunds can take up to 120 days to process.

  Thanks,

• Initial Complaint

  Date:11/10/2022

  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.

  US coach ways accepted payment for a bus charter, I canceled the charter within the allotted time for a refund ($500) in May and they have not sent a refund. I have contacted accounting and 2 people in management but I have not received any word.

  Business Response

  Date: 11/10/2022

  Hello,

  We do apologize for the delay. Our accounting team has reached out for check payable information so that the refund can be processed.

  Thanks,

• Initial Complaint

  Date:10/04/2022

  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.

  We chartered a bus to pick up about 20 people for a casino night. The trip was planned for 9/29/22. The day before the planned trip, our VP came down with Covid. The next morning 2 more of our employees tested positive so we decided to reschedule our trip for 4 weeks later on 10/27. Most of our employees were exposed to the 3 people who tested positive so we felt it was best to not expose hundreds more people at the casino. We were told that it was too late to reschedule and we'd lose our entire deposit of $1135.82. The morning of our charter we attempted several times to reschedule and US Coachways refused our efforts. Our plans were to have some beers on board and the bus company required an additional deposit of $250 which is included in $1135 82. They won't even refund the $250.

  Business Response

  Date: 10/04/2022

  Hello,

  We do hope everyone in your group is well. Could you please provide the charter number for further review?

  Thank you.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Charter #********

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/13/2022

  Thank you for providing the charter number. Unfortunately we cannot offer a full refund as this trip was cancelled within 72 hours of departure and per our terms this is a 100% cancellation fee. However, we did get the approval to refund the $250 alcohol consumption fee. Our **************** Manager has reached out to the contract holder to coordinate this.

   

  Customer Answer

  Date: 10/20/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************