Complaints

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:01/03/2025

  Type:Service or Repair 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.

  My wife and I spent $114 on 2 bus tickets with this service to get from ******, ** to the *******, ********** for a bus shuttle that left at 5 AM to catch a flight home at 10:25 AM. A 2.5 hour ride that turned into over a 5 hour ride that caused us to miss our flight due to iclimat weather. We knew yesterday on Jan 2nd. That this weather was coming in and kept getting updates that the shuttle was still running to the airport regardless of the weather coming in and would make it on time. The shuttle should have been canceled and resumed the next day which would have enabled us to change our flight and stay at my in laws in ****** today for free without having to eat $200 for getting a hotel overnight for our new flight tomorrow on Jan 4th. We got to the shuttle in ****** before 5AM and they said everything was good. Then we had to wait 2 hours for the driver and his counterpart that showed up to put chains on the bus tires and then stop again for the chains to be taken off which took another hour. A 2.5 hour ride that took over 5 hours that could have been avoided if the chains were already in the bus wheels at the time of departure or by cancellation of the shuttle ride. I have spoken with management asking them to pay for a one night hotel stay or reimbursement for our tickets and they replied "Sorry that's not our problem we still did get you to the airport." Getting my wife and I to the airport means nothing if we don't get there in time for our flight and have to spend money for a hotel on top of the money we spent on the bus tickets for a timely service that was not provided or fulfilled. I Spoke with a manage ******** ******** at this establishment and she said we should have added on an 8+ hours for the shuttle ride which is said nowhere on their website.

• Initial Complaint

  Date:03/22/2024

  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.

  January 29 of 2024. I waited for a bus at the ***************************** and it never came. I was forced to find my own way home.This cost me many hours, and a lot of stress as I have medical conditions.When I reached out to the companies involved, Gold line and Greyhound, each company told me the other was responsible for what occurred and if there is nothing they could do. So in the end, I got no service and was told I would also not get a refund, and that the other company was responsible and I would have to take it up with them.After finally, getting as much evidence as I could, I was able to at least get a refund from Greyhound though they continued to claim the gold line was at fault. I never received my bus service that day.Both companies were willing to keep my money and provide no service. I had to fight a lot to even get a refund which they denied many many many times. My safety and well-being was jeopardized. I was forced to make arrangements to have someone drive several hundred miles to come and get me. I also had to go from the ***************************** to the very far end of ******* city I am not familiar with.Something led to me not being picked up at the airport that day. Gold line says it was Greyhound fault. Greyhound says it was gold lines fault and now Greyhound will only say it was a technical problem.If a technical problem can cause a customer to spend unexpected money and put them in potentially harmful situations it must be a pretty big, technical problem and therefore transparency is a must to ensure that this never happens again.And the name of safety, I need to know what left me stranded in a foreign city at a foreign airport, forcing us to drive at night, in Northern **********, in late January, something in which we did not anticipate, and could not foresee.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  on 9/19 the Washington Ferry was late. We missed our prepaid $200.00 airporter connection. We called immediately and were instructed to take Merts cab service to next location by ******. We would be reimbursed.We did so. Fare was $60.00 for two. We also tipped $10.00. We called Airporter manager *****. Explained what we were instructed to do. She said she was busy on dispatch and would call me next day. NEVER happened. I called two more times. LVM for her and message w staff who assured me she will return my call. NO repsonse . I then emailed. NO response. My travel companion missed her flight. Next day flights were booked. Her family drove down from northern Washington to pick her up. We would like cab fee reimbursed