Complaints

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

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• 

  Greyhound Lines, Inc.

  PO Box 660362 Dallas, TX 75266

• 

  Greyhound Lines, Inc.

  P.O. Box 660691, MS 470 Dallas, TX 75266-0691

• 

  Greyhound Lines, Inc.

  801 Broadway Lubbock, TX 79401-3404

• 

  Greyhound Lines, Inc.

  1208 Lubbock Rd Brownfield, TX 79316-2736

• 

  Greyhound Lines, Inc.

  111 N Avenue K Levelland, TX 79336-2321

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:08/18/2022

  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.

  Hello, I bought a ticket for my mother from Detroit, MI to Tulsa, OK. The bus departed on-time from Detroit, MI on August 16, 2022 at 4.00 pm and arrived in Chicago, IL at around 9:30 PM. She was supposed to take another bus from Chicago, IL to Indianapolis, IN to reach her final destination, Tulsa, Oklahoma. The bus never showed up. I called the customer service and someone from Lakeshore Philippines answered me. They looked at the system and told me they could not help my mom and I needed to talk to someone in the Chicago Bus Station. I spoke to my mom and she confirmed that there was nobody at the station to speak to . My mom, who is old and has some health issues, stayed at the bus station without food or water and couldn't find anyone to help her from 9:30 PM on August 16 until the next day, August 17, at 12:30 PM, when another bus showed up . That's horrible customer service . What company does that to the customer? The trip took about 3 days to reach its destination . Here is the ticket confirmation: ********. I am requesting full refund and apology for this horrible service.
  
  Thank you
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 7, 2022/09/09) */
  Dear ******,
  
  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your email.
  
  Regarding your concern, our records indicate that the ticket confirmation number ******** has been exchanged, which means that the date on the ticket has been already modified, and a new ticket was generated under the confirmation number ********.
  
  We have received your request for a refund on your ticket. Unfortunately, the ticket you submitted has no refund value. You purchased a reduced fare ticket, which is non-refundable. Therefore, we are unable to honor your request for a refund.
  
  
  Consumer Response /* (3000, 9, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do understand that the ticket was changed, but my concern was the severity of the delay, and no one was there to offer any help or accommodation. My mother was left for almost 2 days without food or sleep. I am requesting a refund because the company was not able to offer the service that was required to do so. I do understand that the unforeseen happens. But the delay for almost 2 days without offering any help is unacceptable.

• Initial Complaint

  Date:08/16/2022

  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.

  On June 22, 2022, I was scheduled to take a Greyhound Bus route number XXXXXXXX from Springfield, VA. to Tyler, TX. The bus was to leave at 8:50 am. The bus never arrived. I received no prior communication from Greyhound in regards to a change/delay in the bus schedule. Upon communicating with Greyhound I was assured a refund of 186.99. They said they sent out a check on June 28, 2022. I waited the 14-21 business days but yet to have received the check. I have asked for a refund, but either through direct deposit or I can pick it up from the Greyhound station in Dallas. I don't trust these people as they want to resend another check where they can give me the runaround again and lie about sending the check for another 14-21 business days. I just want my money back, as I have waited long enough.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Hello ******,
  
  
  Thank you for taking the time to contact us with your concerns.
  
  
  Regarding to your concern, our Refund Department have informed us that, a check in the amount of $186.99 was mailed on 07/14/22 to **** ****** ** Apt **** ****** ** XXXXX and it has not been cashed. Please keep in mind that without a mailing address we cannot issue a new check.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like the company to either ensure the funds are sent certified check or with a tracking number since I have been waiting since June for a refund. Once I receive that reassurance then I will provide my new address then we can close this matter. I would like this reassurance since the other check was "lost" and no explanation has been provided as to where it is and it was not returned to you because the company would have received it back by now.I look forward to hearing from you.
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  Dear ******,
  
  Thank you for contacting our office with Your concerns. We apologize for the delay in responding to your email.
  
  Regarding the status of your check, you must take into account that the process takes 14-21 business days, If you do not see your money reflected once the days have ended, you have to wait for 1 to 2 billing cycles depending on your bank.
  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel needs.
  
  
  Consumer Response /* (2000, 11, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Unfortunately your answer is confusing as you dicuss a check and a deposit into a bank account.If I don't receive MY check by October 4, 2022 which is 21 days from now, then I will be taking Greyhound to small claims. Also I will not be dealing with Greyhound in the future on any level. My address is:
  **** Box XXXXXX
  ********** ***** XXXXX

• Initial Complaint

  Date:08/15/2022

  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 boarded Greyhound bus ******* at the Charlotte bus station going to New York City on 8/13/22 @ approximately 11:30 pm. At Raleigh, NC we switched bus drivers and we had a new bus driver by the name of Mr. Ray (very nice man) who was supposed to drive us for the duration of the trip to New York. There was a problem with the road on the highway that damaged the bus so that the bus had to go out of commission. This happened in Delaware close to the first toll booth into New Jersey at the New Jersey Turnpike. Mr. Ray pulled the bus through the toll booth and pulled over on the New Jersey side of the highway. It was around 12 noon. Mr. Ray said he called and was told there would be a bus coming in 40 minutes. That didn't happen. State troopers got involved and about 8:00 pm a new bus arrived. My ticket expired we were out there so long. I am requesting a monetary refund for $88.99 since my trip didn't include sitting on the side of the road for hours without food and water. The state trooper was kind enough to give us a case and a half of water for I guess about 60 people. There were elderly, sickly, disabled and children in the middle of it all. Greyhound has been around many years and profits off of these fares daily. This is not my first bad experience with Greyhound but I was willing to give it another chance. This time I will find other ways to travel. Safety should come first, but Greyhound will take your money and could care less about the quality of your trip, which is unacceptable to me. I tried to ask for a refund on their website which is out of commission. I just want my money back.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Thank you for taking time out of your busy schedule to share your thoughts regarding our services.
  
  Greyhound Lines, Inc., is committed to provide quality customer service and maintaining affordable prices. Input from valued customers such as you and your family will help us with this process. We welcome any comments you wish to share with us, so that we may serve you better.
  
  We have received your complaint about a failure in one of our buses. We are never satisfied when a customer expresses a complaint or displeasure about our services. The conditions that you described are not tolerated, and we can assure you appropriate action will be taken to solve this issue. We appreciate you taking the time to let us know about this situation, is important to us to always strive for improvement and your input will help us with this process.
  
  As a gesture of our commitment to you, our valued customer, a credit in the amount of $37.00 was processed back to the purchasing account today. Please allow 7 to 14 business days for processing. However, the credit can take 1 to 2 billing cycles before appearing on your statement.
  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel needs.
  
  
  Consumer Response /* (2000, 8, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a partial refund from Greyhound that I'm satisfied with. Thank you.

• Initial Complaint

  Date:08/13/2022

  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 purchased a bus tickei going to my mason meeting in dallas texas on july XX XXXX for 167.00 then i purchased another for 35.00 then i purchased then a return for 167.00.i have been retaliated against because previously i had purchased a ticket to dallas texas to mylast mason meeting when my job co-workers was trying to cancelle my ticket **** garner because mike garner another co-worker was asking me about did i get consent to take off my job to attain the mason meeting each time and the caucasion bark like robeert palpay and with michelle olman who have been causing me a lot of trouble at cleveland clinic hospital and cherry harley and richard sterling who are with terry mckiver kkk member in cuyahoga falls who stolen my pay check with chery harley richard sterling and terrance howard and steve harvey my across the hall neighbors and cherry harey my upstairs neuighbor with terrel bush with jed bus)t astral body and is jed bush that owns spectrum cable who is sharing comoputers with me against my **** . furthermore; when i got o trwhen I went down to ther cleveland greyhound bus station to leave the black lady at customer service told me that my bus had been cancelled they claim it was the usbank that cancelled my bus ticket to dallas texas to my mason meetig on August X XXXX the drug boys are coming in after my girl shawana adams williams that is witrh the jackie jackson sith jackson 5 and jim brown and the shillings at the cleveland greyhound bus station and they killed her grandmother trying to get her steve harvey and terrance howard and al be sure from ny ny with tommy apirl roberts baby father upstairs with cherry harley and niki sheffield and janet jackson and safire and richard sterling the maintance man at our apt. Drug boy with jackie jackson and the shillings is upstairs beating my girl shawana adams williams trying to stop mefrom writing this complaint and a rebuttal with the ohio civil rights commission about this very incidence and the cleveland p

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Thank you for contacting our office with your concerns.
  
  Please be advised that Greyhound only provides assistance regarding a bus service deficiency /issue.

• Initial Complaint

  Date:08/09/2022

  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 took a greyhound from tampa florida to Greenville south carolina. Without a hiccup. But when trying to return I bought a ticket for a total of $217.99 booking # XXXXXXXX. Scheduled to leave Greenville s.c. at 11:45am on july 30th. I got to the station located at 9 hendrix Dr. In Greenville at 8am bc that's the only time I was able to get dropped off. The bus never showed up. So at around 12:30 I was finally able to get ahold of someone on the phone because due to it being Saturday the station itself was unfortunately closed until Monday. The customer service representative on the phone apologized and proceeded to transfer me to another bus scheduled for 7:55pm that same day July 30th. Confirmation #XXXXXXXX. Which he did and I got the email stating that but I informed him that that was not going to work and that I would just like a refund because I had been outside in the rain all day and was fed up and was just going to have to rent a car because I was on a time-line to make it home. He then told me that it was too late and that he already amended the ticket and that it couldn't be amended again. I told him I didn't ask him to do that and that it wasn't my fault. So I emailed customer service and they're repeatedly offering me a travel voucher saying its the only available option. Which I do not want! They took my money and did not provide the service promised and are now trying to keep my money and force me to use their services again. I have records of all of the email correspondence which seems to be a pre-typed email or close to it just with different names as the sender. I've called repeatedly and they tell me they do not have the authority to do anything about it and that email is the only way to reach someone that does. They are just running me in circles. Anything you can do to help will be greatly appreciated. I already had to spend more than I had on a rental car and fuel bc of them. I 100% can't afford for them to keep my money too. Its a scam!

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Thank you for contacting our office with your concerns.
  
  After carefully evaluating your case, we will not be able to honor your request for a refund since the ticket purchased is non-refundable. However, as we mention in previous email the Virtual Travel Voucher offered is still available as the only positive resolution for this case.
  
  We hope you will not let this incident deter you from using our services and trust you will give us another opportunity to prove we can be the most reliable and economical form of transportation to meet your needs.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While I do understand that the original ticket was purchased as non refundable that is completely null and void when the bus for which that ticket was purchased never shows up and the business takes it upon itself to reschedule me as they saw fit for their convenience. I booked that specific bus and schedule because I was on a time-line. And when the bus didn't show up as scheduled I was forced to find other means of transportation home. The bus terminal itself was not open until Monday and this occurred on a Saturday. All I could do was call customer care to which I was told it was not their departments responsibility to handle issues like this and that I needed to send an email or call back on Monday. All while I sat confused in the elements not know what was going on or why and unable to get an answer as to why. Why would I want a travel voucher to use the same services again!? I would not put myself through that again. I Paid for a service. And the aforementioned service was never rendered. Therefore I should get my money back regardless of the type of ticket it was. If I were to pay a contractor $2,000 to build me a porch with a set start and finish date and when the start date arrives he never shows up so you call him on the phone and he says well something happened so we won't be able to start for 6 months and that means we will finish 6 months after the scheduled completion date. That breaks the original contract and they are required to give you your money back regardless. Not offer you a voucher for free labor in the value of the amount they took from you for the original job that was never done. My situation is basically the same so why can I not have my money back?
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  Thank you for contacting our office with your concerns.
  
  After carefully evaluating your case, we issued a credit in the amount of $217.99 processed back to the purchasing account. Please allow 7 to 14 business days.
  
  We apologize for the inconvenience.
  
  
  Consumer Response /* (2000, 11, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you BBB for all your help because they refused to help me when it was just me but with your help we were able to right the wrong that was done. Thank you so much

• Initial Complaint

  Date:08/08/2022

  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 a ticket with Greyhound on July 26th and brought two pink suitcases and one black duffel bag of luggage. Each transfer that was made I moved my bags with me. When I went to transfer my luggage to the last location, my black duffel filled with approximately $5,000 worth of belongings was missing. How could a bag go missing while I was on the bus? When I arrived at Colorado it was nowhere to be found. I informed Greyhound who very rudely told me it was my fault. They called other stations, but didn't find the duffel bag. I have since filed a complaint with Greyhound who told me that they weren't liable. This is absurd. Since then I've had to spend $1000 and buy more stuff because my belongings were nowhere to be found. I would like a refund. It is now August 8th and I still don't have my duffel. I just moved to Utah, have to pay rent, and this has been an inconvenience
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Hello *******,
  
  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  We'll do what we can to help reunite you with your stuff if you've lost it. However, Greyhound expressly disclaims liability for any lost or damaged baggage. Keep in mind that passengers *** responsible for picking up their baggage promptly upon arrival and for transferring their baggage from one bus to another during a transfer, as applicable. At this time, we are unable to locate your property. We are sorry that we have not been successful in our efforts, but **** continue to search diligently.Please keep your lines open and allow us more time. Once we located the baggage, we **** get in contact with you to let you know.
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I always moved my luggage and had my luggage. Greyhound lost my luggage when there was NO transfer for me
  
  Therefore they owe me a refund.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Dear *******,
  
  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We apologize for the delay in responding to your email.
  
  Greyhound Lines Inc., is committed to provide quality customer service and maintaining affordable prices. Input from valued customers such as you and your family **** help us with this process. We welcome any comments you wish to share with us, so that we may serve you better.
  
  
  At this time, we are unable to locate your property. We are sorry that we have not been successful in our efforts, but **** continue to search diligently.Please keep your lines open and allow us more time. Once we located the baggage, we **** get in contact with you to let you know.

• Initial Complaint

  Date:08/08/2022

  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 purchased a bus ticket. Greyhound lines canceled the route. We reached out about them refunding the service we purchased, but they stated the tickets were completely nonrefundable. We purchased a service that they did not follow through on. How is that our fault? They refused to offer a refund, credit, anything. Selling a service that you do not perform shows an extreme lack of integrity on your business.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Our records shows that a credit in the amount of $ 61.99 for confirmation number ******** was processed back to the purchasing account on August 11th, 2022.
  
  The credit must have appeared on your account in no more than 14 business days from the date that it was issued. However, it can take 1 to 2 billing cycles to be seen on your statement.
  
  We appreciate your business and hope to provide your travel needs in the near future

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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 took a Greyhound trip just days ago, and after thousands of miles of travel, I needed to step off the bus during a 20 minute layover to stretch my old woman legs, the driver Screamed at me to get back on the bus and I asked her "Don't we have a 20 minute layover where I can stretch my legs?" She immediately told me to get my belongings off the bus saying that Ft Lauderdale was my FINAL DESTINATION, I said "No, actually I need to take this bus to *****" she then walked into the bus leaving the bus door open as she stood near the steering wheel, so I approached the open door while still standing outside and asked the driver "if you are forcing me to get off here instead of ***** just because I wanted to stretch my legs, can you open the cargo so I may get my suitcases?" WHILE I WAS ASKING THAT QUESTION, THE DRIVER WAS LOOKING DIRECTLY AT ME AND TURNED TO FLIP A SWITCH WHICH BEGAN CLOSING AN AUTOMATIC DOOR DIRECTLY ON ME AND IT CONTINUED TO CLOSE ON ME HURTING MY SHOULDER AND PINNING ME INTO THE BUS BEFORE I WAS ABLE TO SQUEEZE MYSELF OUT OF THE SITUATION, WHICH MEANS THE DRIVER BATTERED ME UTILIZING THE BUS DOOR, I DEMAND A REFUND OR I WILL PURSUE LITIGATION BECAUSE GREYHOUND HAS VIDEO EVIDENCE OF HER ABUSE TO ME, AND NO PAYING CUSTOMER DESERVES TO BE TREATED ON SUCH A MANNER.

  Business Response

  Date: 08/23/2022

  Thank you for contacting our office with your concerns.
  
  In regards to your concern, please be advised that based in the information provided, we have opened an investigation file, this has been escalated to upper management. In order to provide a resolution, a Customer ********************** Representative is going to contact you within the next 6 to 8 weeks.
  

  Customer Answer

  Date: 08/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not wish to wait 6-8weeks, if you are escalating this to upper management, please have them hold your driver responsible and issue my refund please. Thank you.

  Business Response

  Date: 08/30/2022

  Dear *****,
  
  Thank you for expressing your concerns regarding the inconvenience you experienced. We apologize for the delay in responding to your email.
  
  We are never satisfied when a customer ************************* a complaint or displeasure about the way he or she is treated or served, and we regret you had an unpleasant experience. Greyhound Lines, Inc., is committed to providing quality customer ********************** and maintaining affordable prices. It is important for us to always strive for improvement, and your input will help us with this process.
  
  In regards to your concern, please be advised that based in the information provided, we have opened an investigation file, this has been escalated to upper management. In order to provide a resolution, a Customer ********************** Representative is going to contact you within the next 6 to 8 weeks.
  

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am having a hard time with the fact that you merely repeated that you will have someone call me in 6-8 weeks, also, I work in the trade industry,so I have a very clear understanding that a customer ********************** representative is NOT the same as upper management. So mentioning that you've escalated my concern and request for a refund to upper management, and simultaneously mentioning that a customer ********************** representative will call me in 6-8 weeks, is not acceptable, not only for the absorbent time frame for a response, but also for the conflicting roles mentioned. Please have someone issue my refund right away or I will need to contact an attorney.

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

  Customer Answer

  Date: 05/07/2024

  I am rejecting this response because: It does not provide a solution which was to refund the payment I received to get from my pick up point to my destination safely. The response from the Business deflects from their responsibility to employ non abusive employees to assist their customers from one place in the country to their destination, and highlights that it was my experience that they apologize for, not the employees actions. The response I expected was a full refund and complete acceptance of their employees verbal and physical abuse to me prior to leaving me stranded in a foreign city for hours in the middle of the night until another bus arrived for simply stepping off the bus to throw away two cups.. Please issue a refund and a correctly contexted apology.

  Business Response

  Date: 06/11/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  Regarding your concern, we are not able to retrieve information of your case since our system restart after one year of the incident. Therefore, we are not able to provide a proper resolution or compensation on this matter.
  
  Once again, we apologize for the inconvenience this may cause you.
  

• Initial Complaint

  Date:08/04/2022

  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.

  On Thursday, June 16th, 2022 my son purchased a Greyhound ticket from New Haven, CT to Philadelphia, PA with a change of bus in New York, NY.Let me start by saying that my son is 19yrs old and currently in CT for school as he is in the US Navy, and found out the day before (6.15.2022) that he was able to come home last minute for 4 days.We were over the moon excited as I had not seen him since February 2022 and he had not been home since Dec 8th, 21.I planned on driving to PHL approx 1.5hr drive that night and pick him up at the station around 10pm.When he arrived in NY around 7:15pm on the 16th and went to his transfer bus, he and the rest of the passengers were informed that there WON'T be a bus from NY to PHL that night and that is it. As I was getting in my car to make the 1.5hr drive to Philadelphia, my son called me to inform me of this and I immediately contacted Greyhound's customer support online and chatted with a representative who informed me that there wasn't anything she/they could do and told me to call CS on the phone. Well my 19yrold US Navy Sailor son was stranded in NY and Greyhound did NOTHING! We scrambled to find the last Amtrak train available, had to purchase yet another ticket to get him home,picked him up in PHL in the wee hours of the morning. We were able to enjoy 4 days together and then on 6.22.22 I contacted Greyhound again, 1st I was scolded for not calling sooner &was told that because he didn't purchase an insured ticket they would NOT refund him. This was NO wrong doing of my son, this was a Greyhound problem as they stated they were short staffed and did not have a driver from NY to PHL. I followed instructions to go on their website and submit a "feedback" request and explain my complaint,to date,we have heard nothing from them.If we had an issue and were unable to make the trip I get it, no refund is Ok. But they left a 19yr old kid alone and stranded in the middle of NY from 7:15pm to 11pm and we would just like a refund please
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear ****,
  
  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your email.
  
  Regarding your concern, to assist you, at your earliest convenience, please provide us with your ticket confirmation number or, the following information to retrieve your ticket in our system:
  
  1. Confirmation number
  2. Travel date.
  3. Name of the passenger.
  
  We are certain your future experiences with Greyhound will demonstrate our commitment to provide quality customer service, and we look forward to serving your travel needs.
  
  Sincerely,
  
  Mr. C*******
  Customer Care Analyst
  
  
  Consumer Response /* (3000, 9, 2022/08/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am attaching a copy of the itinerary as requested by Greyhound and their response so that this can be resolved
  Please attached copy of the documents they requested
  Thank you very much for your time and assistance

• Initial Complaint

  Date:08/04/2022

  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.

  Good Afternoon, I am ****** ********. I was given a bus ticket to travel from Williamsport to Virginia for my job as a tractor trailer driver at Western Express. I loaded three pieces of luggage, one green suitcase, one green suit bag and also my black personal pull suitcase. The bus was over loaded on memorial day 2022 and I was told that the baggage assistant has to put my luggage from the overhead compartment under the bus. I had my laptop, personal paperwork and government documents (green card, social security card medical clearance documents and passport in my carry on luggage. I have been greatly disadvantaged because I have not been able to secure my employment and this has caused me mental distress and financial problems. I reached out to greyhound and filed a report they haven't even had the decency and professionalism to acknowledge my situation. I would like to get any assistance possible because I have been stuck in a strange city without my personal effects and government documents for proof with regards to employment. I thank you in advance for any help that can be offered. Have a pleasant afternoon.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/08/25) */
  Dear ******,
  
  Thank you for contacting our office with your concerns. We apologize for the delay in responding to your email.
  
  In regards to your misplaced item, Greyhound expressly disclaims liability for any lost, pilferage or damaged baggage. However, as a courtesy we will open a tracer, which is basically an alert that we send to all the terminals all over the United States in order to let them know that we are looking for your item. At your earliest convenience, please send us the following information:
  
  Baggage check number: it starts with 2 letters followed by 6-digits.
  Passenger's full name.
  Ticket confirmation number.
  Mailing address.
  Telephone number.
  Brief Description of the bag (Example: type of bag, color, size, pockets, wheels, etc.)
  Any other relevant information concerning the bag
  Location where you would like your item to be forwarded to in case this is found, your nearest Greyhound station.
  
  We apologize for any inconvenience this may cause you.