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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Muskingum Coach Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Muskingum Coach Company include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Business ManagementMs. Deborah Brown, President Mr. Derek Brown, Vp Ms. Julie Brown, Treasurer
Buses - Charter & Rental Travel Agencies & Bureaus
Alternate Business NamesEagle Rock Tours Muskingum Coach Co & Eagle Rock Tours
1662 S 2nd St
Coshocton, OH 43812 (740) 622-2545 (800) 468-4486 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (800) 468-4486(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: Bus arrived late for pickup. 57 passenger bus substituted w/55 passenger bus leaving 2 passengers w/out seats on return. Unsafe driver on return trip. Passengers were scheduled for pickup at ***********, WV on Nov. 19, 2011 @ 0100. Bus arrived at 0315 due to mechanical problems. Bus driver #1 was then unable to complete trip because of insufficient hours to drive and we had to relay in PA and get new driver. Bus driver #2 said he would complete assignment. Delay resulted in late arrival in ************* causing a missed scheduled event. Bus driver #2 stated the same bus would be used throughout the weekend and for the return trip and that items could be left on bus. On Monday, Nov. 21, 2011, driver #2 arrives in *** to pick up tour group and told me that he was pulled to cover another assignment and was now short on driving hours and would be doing another relay near *********, PA and the 57 passenger bus we started with was put on another assignment and he now had a 55 passenger bus and that all articles left on bus #1 were now under bus #2. Subsequently, a student lost a set of headphones during this transition. This decrease in bus size left 2 members of the tour group without seats. When I asked the driver if it was legal to drive a bus with passengers on the floor or doubled up, he said it was. I was very unhappy with this turn of events. I feel contract was breached by substitution of smaller bus. We relayed drivers near *********, PA and received driver #3. He made the comment that he also was asked to cover a transport of students from possibly*********, OH to New Jersey. He said he would be taking us on to ***********. This driver boarded the bus showing all the signs of driver fatigue ie. continual rubbing off the head and beard. He drove over the speed limit and had the bell going off that signals over speed for much of the trip. He hit and bounced off the concrete median barrier while traveling on I 70 near exit 46. He was also traveling 75 mph in a 65 mph zone with the bell going off coming down 2-mile hill near Wheeling. He was extremely unsafe and frightening. Transportation for this trip was very different from what Muskingum Coach Company presented I would receive and what I agreed to by contract.
Desired Settlement: I am asking for a refund of 1/2 of the original charge, which amounts to $1,954.85. Muskingum Coach Company did not honor its contract to provide a 57 passenger bus with a competent and safe driver.
Business Response: I have engaged in several telephone conversations with complainant. This is the first time I have heard of any event being missed in *** due to the delay. However I am prepared to respond to the rest of the complaint. Originally booked through a Travel Agent to depart at 12:30am; this trip always had a bump out driver scheduled to exchange on the front of the trip. The complainant has done this trip annually for many years and knows that a driver can not drive all night and all day touring the city. It has and always will be "bumped". He was in place for a scheduled 12 hour down time before the bus arrived and even received an additional 2 hours down time due to the mechanical problem encountered before the trip departed. So that claim is not a fact. This driver scheduled to serve in NY did, as usual, a wonderful job and transported 43 passengers throughout the days they were there. Many passengers stayed in the city and did not ride the bus during their time there. When we needed to exchange buses due to another company's failure this complainant's driver erronously believed he had 43 passenger to return home, because that's what he had been doing for 3 days. When he arrived to pick up the group for departure home 57 passengers were there and indeed we had transported 57 originally. He apologized profusely and called the office immediately and confessed his error. I had him ask the group what they wanted to do. I was more than willing and able to send the correct size bus so that 2 students would not be without seats. The group chose to not wait but to come on home, saying that 2 students would triple up. I so regretted this but understood they were anxious to get home. That driver was bumped out by a driver who had been off duty 28 hours prioe to the exchange. He was not fatigued and I do believe if anyone is ever truly frightened they would ask a driver to pull over and/or stop. We do have security cameras mounted in every bus that will "beep" on overspeed and often do due to their sensitivity coming down hills. He does confess to bumping a median in a construction zone. Fortunately he was going very slow and he says he immediately apologized for his mis-judgement and was thanked for being such a safe driver in the conditions. Upon the group's return the Travel Agent called me and ask for a refund for the 2 students for the one way that they had to double up. I divided the price per student and then cut it in half because they were only without the seats one way. I ask the Agent if that was acceptable and she said she thought it should be since it was, afterall, their choice to travel that way. I received the complainant's home address and mailed the check the same day. The next day, before the complainant had received the check she called and was very difficult to have a conversation with. At that point she was requesting 250 dollars for the students. I asked for their home addresses and she refused to give them to me. At this point I felt certain the students were not going to be the benefactors of any refund. At that point I offered a reduction on next years trip. She refused that offer also. She called back three times that day and each time the amount requested got higher. I was driven to be very unprofessional and did hang up on her. Seven (7) days later the check I had sent was returned. I responded with a thank you letter that she had sent it back. Believing it was all settled this week a "friend" of hers called and spoke with our sales manager. This person evidently was no more reasonable and the sales manager eventually hung up on that person also. I believe we made every good faith effort to reconcile this situation. Thank you for bringing this to my attention
Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure what the business's definition of ''several telephone conversations'' is but there have been either 2 or 3 phone calls from me and one from another individual that called on my behalf hoping to resolve this matter. If the company indeed believes she has never heard of the fact that an event was missed, I would like to refer her to the certified/registered letter I mailed to her which I assumed she received since it also contained the returned check which she has admitted to getting. I am sorry I forgot that we had a scheduled change of drivers on the way to ***. For the company to state that I have made this trip ''many'' years, again, I would like to ask their definition of ''many''. This is the second year I have booked this trip using their tour company, ********** Tours. I do not consider ''2'' to be ''many''. She states in her reply that ''this claim is not a fact'' but I'm not sure what she is referring to unless she meant my mistake of a change in driver. I noticed that she does not respond to the fact that the bus broke down on the way to pickup and made the trip start 2 hours later than scheduled. I agree with the respondent's assessment of bus driver #2. He was a delight to have with us and we tried to relay that to him by tipping him $150, several people also tipped him individually, and by buying him a ticket that cost approximately $35 so he could join us on the harbor cruise. His only mistake was not remembering how many passengers he had on the bus on the trip to ***. Even if he couldn't remember, I think the company would look at their records or call me to verify the number of passengers BEFORE changing busses ''due to another company's failure.'' I cannot say when this driver called the company but I never spoke with the company nor was I offered any other options other than leaving with 2 passengers without seats. Even when I asked the driver if it was legal to have more passengers than seats, he said we could have as many extra passengers as we wanted as long as they stayed behind ''the white line''. I was not told that a new bus could be sent or how long of a delay this would result in if we chose that option. It may have been wiser for the company to talk directly with their customer instead of relaying information and options through the bus driver and risking miscommunication and confusion. The respondent is correct in acknowledging our being anxious to get home. I would be curious to see driver #3 logs to see when his last transport was and to clarify his statement that he had been pulled to cover an unexpected situation. For the respondent to make the statement that ''he was not fatigued'' seems beyond her ability to know without reservation that this is a fact. Again, I would welcome a review of this driver's logs. We even made an unscheduled stop and asked the driver to please get off the bus and walk around but he refused to exit the bus. We told him multiple times that we were not in such a hurry that he could stop at ANY time for him to walk around and refresh himself. I talked to him to the point of being annoying trying to ascertain his alertness and ability to drive. She is correct in that we used extremely poor judgment to not stop the bus and have everyone get off. Again, we were anxious to get home and didn't want to inconvenience our tour group further. I am appalled at this company's and the driver's assertion that the circumstances surrounding the hitting of the concrete median was a slowing moving bus going through a construction zone. There is construction being done from Exit 50 down to Exit 46 but NEVER is this reduced to one lane. There are signs stating 45 mph and all trucks & buses in left lane. This bus was traveling with traffic going between 60 - 70 mph when this incident occurred. If this bus was equipped with technology that tracks speed, I would like the company to release it me so I can be shown the error of my statements. THE DRIVER NEVER SPOKE A SINGLE WORD TO ANYONE WHEN THIS OCCURRED AND NO COMMENT WAS SAID TO HIM CONCERNING HIS SAFE DRIVING. I do not understand the respondent's comment that someone told him he was safe in ''the conditions''. What conditions is she talking about? The fact that this bus's over speed mechanism was chirping on a regular basis was NOT caused by ''sensitivity coming down hills''. If this were the case, I believe that the bus was equipped with brakes that could be applied to keep the bus within safe speeds or at the very least within the speed limits for the roads. Again, I noticed that the respondent made no mention of the FACT that this bus was traveling 75 mph in a 65 mph speed zone as we passed Exit 10 on I70. The suggestion was made at this point to call 911 and have this driver pulled over and his logs checked, but we were so close to home that we again were thinking of just having this trip end. No agreement was made as to compensation between me and the Travel Agent so when I received a check in the amount of $60.97 I immediately sent it back to serve notice that it was unacceptable. Returning the check no way signaled that everything was settled and ok and I'm not sure how the company felt this case was resolved. I am guessing that they did not read the letter that was enclosed with the check, which would explain why they would say they had never heard of an event being missed in ***. After one conversation, the company agreed to compensate the students $250 each. The number of students to be reimbursed was 4 even though a total of 6 were impacted by the company's carelessness in reassigning their buses. The company insisted that I give them the students' names & addresses, as they would only reimburse them directly. I'm not sure why the company, who has the contract with me, is so worried about the money and where it is going to go. I am acting as the agent for the participants on this trip and as such, I am the agent to which the company has booked this trip. For the company to now decide that they are dealing with each of the 57 participants individually is absurd. It is NOT within the scope of this company's contract with me to decide who the ''benefactors'' of this refund are. I will not even address the offer of a reduction on next year's trip, as I would NEVER use this company again. The unprofessional behavior of the employees with this company is like none I've ever seen. I was not so unruly that it warranted being hung up on and the other individual that phoned never raised her voice before the woman attacked her for ''questioning her intelligence'' for asking for clarification of the math being used for reimbursement. For a company to so blatantly ''blame'' customers for causing them to hang up on them and to assume a problem has been resolved by receiving a check back that hasn't been cashed (without reading the letter also enclosed) shows extremely poor business practices. They are delusional to believe they have ''made every good faith effort to reconcile this situation''. My original Desired Resolution remains unchanged. This company did not adhere to the contract of services that was agreed to.