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:05/25/2025

  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 complaint that I sent after talking to customer service and they said they can not give compensation:I am writing to formally request a refund for a ticket I was forced to cancel due to a service disruption and lack of customer support availability.On Friday evening 05-23-2025, I received an email at 9:00 PM informing me of a change to my bus itinerary due to an unforeseen circumstance. The new bus was leaving 2 hours earlier and from a location 50 minutes from my home. I attempted to call and message customer service between ********** PM that same evening, but calls were not supported in my area, and WhatsApp never connected me to an agent after I received a message stating Thanks for your message! We are connecting you with someone who can help. I waited for an hour and no response.Your website stated service hours are MondayFriday, 7:00 AM11:00 PM EST, so I had no reason to believe anyone would be available outside those hours. To ensure I could still return to ***************, I canceled the original ticket and purchased a new one for Monday. When I spoke with an agent on Saturday, they informed me that because I canceled through the website (not through an agent), I am ineligible for a refund or full-value voucher even though the issue was caused by RedCoachs last-minute change. This is unacceptable. The agent further told me the customer service center is open everyday of the week which was not on the website. She even said shell make a complaint for that.Due to this:I lost $28.70 total (ticket value + new booking cost difference + service/tax fees).I was misled by the lack of weekend availability posted online.I followed your stated policy to the best of my ability under stress.Please review this case and issue a refund or voucher for the full amount I lost due to RedCoachs failure to provide timely assistance or transparent support hours.I appreciate your time and look forward to a fair resolution.

  Business Response

  Date: 06/09/2025

  Dear *****,

  We sincerely apologize for the inconvenience caused by the misinformation you received and the experience you had while trying to get assistance.

  Upon reviewing your case, we confirm that the change in your itinerary was notified via email, and as per our policies, when a schedule change is made by RedCoach, customers are entitled to request a refund, a full-value voucher, or a free change of travel date.

  In your case, we see that you processed a voucher at no additional fee directly through our website, and this voucher was later used to book your trip under reference number PACSF6.
  That said, we understand the confusion and frustration caused by the unclear information about our customer support hours. As a courtesy and in the spirit of providing a fair resolution, we have issued a 50% refund of your original ticket, which amounts to $22.85.

  You will receive the refund details shortly via email under Case #********.

  Once again, we apologize for the inconvenience, and we truly appreciate your feedback as it helps us continue improving our service.

  Sincerely,

  The RedCoach Team

• Initial Complaint

  Date:05/24/2025

  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 round-trip ticket from RedCoach for $95.21, to travel from ******* to ****** on May 9, 2025, and return on May 16, 2025. My outbound bus was scheduled to depart at 5:00 PM and arrive in ****** by 8:55 PM. However, the bus did not leave ******* until 8:00 PM due to air conditioning issues and arrived in ****** after midnight, more than 3 hours late. Also, my bus going back to ******* was 40 minutes late. My mother filed a complaint with RedCoach on May 9, and they promised compensation, gave us a case number (******). Since then, we have called nearly every day to follow up, and we are told each time that a reminder has been sent to the appropriate team with no actual progress.On May 20, a supervisor named ********* stated she would personally handle my case and email me with compensation by the end of that day. I never received a response. Despite continued phone calls and requests, no one has followed up, and no resolution has been provided.Given the significant delay and poor communication, I am requesting a full refund of $95.21 for the entire round-trip ticket. I have made multiple good-faith efforts to resolve this directly with RedCoach without success.

  Business Response

  Date: 06/06/2025

  Dear ******, 
  Thank you for contacting us and for your patience while we reviewed your case.

  We truly apologize for the inconvenience you experienced during your outbound trip on May 9. We understand how frustrating delays and lack of timely updates can be, and we regret that this impacted your travel plans.

  As part of our commitment to addressing the matter, a compensation voucher (************) was issued on May 27 for the inconvenience caused by the delay on your outbound trip. This voucher was sent to the email address associated with your reservation.

  Regarding your return trip on May 16, we understand there was a 40-minute delay, which we sincerely regret. However, as outlined in our policies, compensation is not provided for delays under one hour unless extraordinary circumstances apply.

  We appreciate your feedback and apologize again for the lack of follow-up. Please feel free to reach out if you need assistance retrieving your voucher or have any additional questions.

  Sincerely,

  The RedCoach Team

• Initial Complaint

  Date:05/19/2025

  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 have had a case ticket open since March 2025 and it is now May 2025, with no response or communication from the company. This issue is concerning a missed bus due to RedCoach's negligence in communicating an updated time that passengers should arrive to a new stop. The stop I was supposed to stop at had a bus departure time at 3:30, the email simply stated that the stop was changes, with no time listed, I assumed it kept the same departure time. However, when I arrived, along with several others, there was chaos. There was severe miscommunication as to whether or bus arrived, had left, with instances that buses were so full, regardless if one was a ticket holder, the bus drivers refusing to accept anyone on the bus. To be clear, even in attempting to contact RedCoach customer service that day, they themselves were unable to update me on the status of my scheduled bus that day, leaving me to find another method to the destination I intended to travel to. Since March 2025, I have been contacting this company, and I have not yet received a refund of my ticket and reimbursement for the voucher. At this point, I'm looking to dispute all charges made from my previous travels to the bank because having to request a refund with no communication or follow-up is unacceptable and is frankly in my opinion, fraudulent. I called today, May 19, 2025 and requested how many notifications and reminders have been sent to a higher up or supervisor, and they stated only "one." This is quite disturbing considering each time I call, which has definitely been more than once since the incident, the caller/operator said they will send a reminder, however, today I found that not to be the ******* is unfortunate considering that I have to go through such lengths to obtain a simple refund for this issue, and this being my only instance where I had an issue with the company. RedCoach must do their due diligence and respond to this matter, because clearly, all other methods have failed.

  Business Response

  Date: 06/02/2025

  Dear *******, 

  We sincerely apologize for the inconvenience and frustration caused by the issues with your trip and the lack of timely communication during the resolution process.
  After reviewing your case, we can confirm that a full refund of $44.49 for your ticket and $14.50 for the voucher you applied were both processed. A confirmation email with the refund details was sent to you today.

  We understand that this experience did not meet your expectations, and we truly regret the delay in communication. Please be assured that your feedback has been shared with our team to prevent similar issues moving forward.
  If you have any further questions or do not see the refund reflected, feel free to contact us directly at *************************************** so we can assist you promptly.
  Thank you for your patience, and again, we apologize for the inconvenience.

  Sincerely,

  Customer Experience Team

  Customer Answer

  Date: 06/04/2025

   
  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. Going forward, I may be timid in using this service provider again, however, in the area I live unfortunately, RedCoach is the only option I am able to choose. It is unfortunate that I had to reach out to this platform to get a resolution in the first place and would like to pass the message on to the company if such actions happen again I will not hesitate to report the company to my bank for fraudulent transaction, especially with the inconsiderate almost 3+ month waiting time for a refund, of which I just received a day ago.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/08/2025

  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.

  Horrible service, seat were not comfortable, the bus was delayed, my reserved seat was not kept for me and on top of that they lost our luggage and there is no proper customer support or information. they lost our computer and $1200 worth and maximum refund if processed will be $250. I would want people to know what they are getting involved with so they dont have to suffer. Its been one week and Im asked to wait for another week to know if my compensation will be processes. Choose anything else but RedCoach.

  Business Response

  Date: 05/18/2025

  Dear ***, 

  We are truly sorry for the inconvenience and frustration this situation has caused your family. We understand how upsetting it must be to experience a delay, discomfort during the trip, and the added stress of a lost item especially one of high value.

  As of today, May 18, the 15-business-day luggage search period established in our Terms and Conditions has been completed. Unfortunately, despite daily follow-ups and an extensive search on our end, the luggage associated with your son's travel on May 2nd has not been located.

  Please note that, as per our baggage policy:
  - Liability is limited to $250 per adult ticket for checked-in baggage that complies with size and weight regulations.
  - Electronic items such as laptops are not covered by baggage insurance and should be kept with the passenger during the trip.
  - Compensation is applicable only for checked-in bags. RedCoach is not liable for carry-on or unchecked baggage.

  Although the laptop and its value exceed the coverage limit and are excluded from insurance, we did request on May 11 your son's ****** or Zelle details in order to proceed with the $250 compensation as a formal insurance payment. At that time, your son indicated he would first speak with his parents.

  We remain available and ready to finalize the $250 payment as soon as we receive the necessary information. Kindly send us the preferred ****** or Zelle account at your earliest convenience, so we can close this matter promptly.

  Once again, we apologize for the inconvenience and remain at your disposal for any further clarification.

  Sincerely,

  The RedCoach Team

• Initial Complaint

  Date:03/22/2025

  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 need an immediate refund of the money I gave to this company. I was put on a bus with a driver that seemed to be new and went to a stop that was 1 hour away at *** that he was not suppose to and then the bus left 1 hour late and went out the way so that put me around 3.5 hours behind. I missed a flight I had and had to pay thousands of dollars and then also I had to pay for a night at a hotel. Also, the driver was new and I even felt un-safe on the trip. I want a full refund for all the money I gave to this company immediately.

  Business Response

  Date: 04/01/2025

  Dear *****,
  
  We regret the inconvenience you experienced during your trip. After reviewing the details of the incident, we confirm that the bus made an unplanned stop, which contributed to a delay. However, the primary cause of the extended travel time was traffic congestion due to Spring Break.
  
  As a resolution, we have processed a full refund of $228.17 for the tickets purchased. A confirmation email was sent to you on March 25th under case number ******. Please check your inbox, including spam or junk folders, to ensure you received it.
  
  If you need further assistance, feel free to contact our support team. We appreciate your feedback and apologize for any inconvenience this may have caused.
  
  Best regards,
  
  The RedCoach Team

  Customer Answer

  Date: 04/02/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/01/2025

  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.

  I was left stranded at a gas station in *******. I was on time for my bus boarding in *******. The bus arrived and the driver called all passengers for ******. She announced ******* to ******. I walked to her and showed her my **** pass with the ** code. She saw it and and approved and allowed ******* sister to board.After riding 45 minutes, the driver stopped at gas station. The driver was irresponsible & attempted to leave early twice without allowing the 5 other passengers to board. She first drove off with 4 people waiting. A dad ran into the street to call her back to pick up his daughter who she was leaving behind. She tried to leave 7 minutes early. After he confronted her she parked again Then, another minute passed and an old woman arrived. It was once she boarded and that our driver realized she had too many passengers. She then began to check tickets, and upon getting to us, said we were on the wrong bus. She insisted that the next bus was ours and was coming in 10 minutes. We were stranded at Cypress Telge Stop.After waiting 45 minutes, No bus arrived.I had paid in full along with 2 assigned seats and had no way ******* a passenger, I dont know the bus schedule of all Red Coach busses. The driver is supposed to confirm passengers correctly when boarding. Due to her error, My ********** were left in the middle of nowhere. We had to arrange last minute transportation which was very expensive.On 11/30/24 Red Coach customer service confirmed that a refund would be issues, but then processed to never follow up with me, or send confirmation via email. I have had several conversations since , all in the same pattern, ending with no accountability taken.

  Business Response

  Date: 03/13/2025

  Dear Assitan,

  We sincerely apologize for the experience you had during your trip. We understand how frustrating and stressful it must have been to be left stranded due to an error on our part. This is certainly not the level of service we strive to provide, and we deeply regret the inconvenience this caused you and your sister.

  After reviewing your case, we confirm that a refund of $174.84 has been processed to your original payment method. Additionally, we have taken internal measures to prevent situations like this from happening in the future.

  We truly appreciate your patience and understanding, and we are very sorry for the way this was handled. If there is anything else we can do to assist you, please dont hesitate to reach out.

  Best regards,

  The RedCoach Team

• Initial Complaint

  Date:02/24/2025

  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.

  We purchased tickets on 2/10 to go to ******* via RedCoach. It is now the week of our trip and we went to check on our tickets. Only to see that they were canceled. I immediately contacted customer service and was told that our tickets were not canceled but the route had been changed to add stops. I advised that is not true and sent a screenshot showing our tickets were canceled. The agent then responded okay they were canceled but we sent you new tickets. I said no you did not, we never received any new tickets or notice of you canceling. He responded sorry Ill resend the tickets now and let our team know the website is having issues. He then resent tickets that had a later arrival time, more stops, but also still showed canceled and unusable. I advised him to refund us immediately. Due to this being their fault I told him we need what we paid on our debit card needs to be refunded to our debit card and not as a voucher. He said let me see what I can do. He came back twenty minutes later and said he had to create a case for a refund and this can take up to 7 business days.. not that we were actually refunded. This is deplorable as we now have to rent a car to get to ******* and spend more money now. This was completely fraudulent on RedCoach end and I have proof of everything.

  Business Response

  Date: 03/13/2025

  Dear Jasmine,

  We regret any inconvenience you experienced regarding your ticket cancellation. After reviewing your case, we confirm that your refund has been processed as follows:

  - A voucher refund of $62.98, issued under voucher code ************, as per the original payment method.

  - A refund of $45.31 to your original payment method.

  Both transactions were completed on February 28 under case ******, and confirmation was sent to *******************************************.

  If you need any further clarification, please let us know. We appreciate your understanding.

  Best regards,

  The RedCoach Team

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair 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.

  Subject: Urgent Follow-Up: Unresolved Claim for Damaged Luggage Dear RedCoach Customer Support,I am following up on my unresolved claim regarding damage to my checked-in luggage and fragile contents during my recent trip with RedCoach. Despite multiple follow-ups, I have not received any response from your team, which is extremely frustrating and disappointing.Trip Details:Ticket Number: ************ Service Code: 9081 Class: Business Class Seat Number: 5D Departure: *********** - **, ** | Oct 29, 2024, 3:00 AM Arrival: ************* | Oct 29, 2024, 9:45 AM Issue:My scooter parts (valued at $850) were damaged, leaving me without my primary mode of ***************** trolley bag (valued at $150) was completely destroyed and is unusable.Lack of ****************** for Fair Resolution:I promptly filed my claim with all necessary documentation (photos, repair estimates, and proof of travel).I have reached out multiple times but have yet to receive a response.This situation has caused significant financial and personal inconvenience, and I need a resolution as soon as possible.What I Am Requesting:Given the lack of response and the extent of the damages, I am formally requesting a fair compensation of $1,000 to cover repair and replacement costs. I believe this is a reasonable and justified request based on the evidence provided.I kindly request a written response within 7 days regarding the status of my claim. If I do not hear back, I will have no choice but to seek further assistance through appropriate consumer protection channels. I would prefer to resolve this matter directly with RedCoach in a fair and professional manner.Please confirm receipt of this email and provide an update at your earliest convenience.Sincerely,**** ****** ***

  Business Response

  Date: 02/19/2025

  Dear **** ****** ***,

  We sincerely regret the inconvenience you experienced with your checked-in luggage. After reviewing our records, we were unable to locate a previously registered claim associated with this issue. Nonetheless, we have now created case number ******** to ensure your concern is properly addressed.

  Our team will be reaching out to you directly at ********************** to guide you through the next steps and work toward a resolution as soon as possible. Please keep an eye on your inbox, and dont hesitate to reach out if you have any additional information to provide.

  We appreciate your patience and understanding.

  Best regards,

  RedCoach Customer Service

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22910122
  
  I am rejecting this response because I reached out to RedCoach, but their response was not satisfactory. They simply mentioned that they are "working on it," and it has already been two weeks since I submitted my request. There has been no meaningful update or resolution.
  I request a prompt and proper response regarding this matter.
  Sincerely,
  **** ****** ***

  Business Response

  Date: 03/13/2025

  Dear **** ****** ***,

  We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand how important your belongings are and regret that your luggage and its contents were damaged during your trip.

  While RedCoach is not responsible for items stored inside checked luggage, we want to assist you in the best way possible. Per our policy, you are eligible for the luggage insurance payment of $250, which we are prepared to process for you.

  To proceed, we have opened case #****** for your reference. Our team will be reaching out shortly to request your ****** or Zelle details in order to issue the payment.

  We appreciate your patience and understanding, and we truly regret any inconvenience this has caused. Please let us know if you need further clarification, and we will be happy to assist.

  Best regards, 

  The RedCoach Team

  Customer Answer

  Date: 03/18/2025

  Subject: Rejection of Business Response Complaint #********
  Dear BBB Representative,
  I am rejecting the response from RedCoach regarding my complaint (#********) because the compensation offered does not fully cover the extent of the damage to my luggage and its contents. I respectfully request that RedCoach reconsider their compensation amount or provide further justification for the policy limit applied in this case.
  Additionally, I have reached out to RedCoach multiple times via email, but they have not responded to my follow-ups regarding this matter. Their lack of communication has further added to my frustration, and I would appreciate BBBs assistance in ensuring a proper resolution.
  I look forward to your guidance on the next steps.
  Sincerely,
  **** ****** Al

  Business Response

  Date: 03/20/2025

  Dear BBB Representative,

  We appreciate the opportunity to address Mr. **** ****** **** concerns regarding his damaged luggage. We regret any inconvenience he has experienced and assure you that we have reviewed his case thoroughly.

  As previously communicated, RedCoachs baggage policy states that our maximum liability for checked luggage is $250 per adult ticket. This policy is in line with industry standards and is clearly outlined in our terms and conditions. Unfortunately, we are unable to extend compensation beyond this amount, as we do not cover damage to personal belongings inside the luggage.

  We have responded to Mr. **** initial claim and follow-ups, providing all necessary clarifications. While we understand his dissatisfaction with the policy limitations, we remain committed to assisting him within the scope of our regulations.

  Please let us know if any further clarification is needed.

  Best regards,

  The RedCoach Team

  Business Response

  Date: 03/20/2025

  Dear Mr. **************** you for reaching out again regarding your claim. We truly understand how frustrating this situation has been for you, and we sincerely regret any inconvenience caused during your trip.

  As previously mentioned, RedCoachs baggage policy limits liability to a maximum of $250 for checked luggage. Unfortunately, we are unable to provide additional compensation beyond this amount, as our policy does not cover personal belongings inside the luggage.

  We appreciate your understanding, and we want to assure you that your feedback has been noted. If there is anything else we can assist you with, please do not hesitate to reach out.

  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 03/21/2025

   
  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.
  
  Sincerely,
  
  **** ****** ***

  Customer Answer

  Date: 03/25/2025

  Dear ****** *.,
  I recently received notification that my complaint (ID: ********* against Red Coach has been marked as resolved. However, I have yet to receive the $250 compensation that Red Coach agreed to provide.
  I have followed up with them directly, but they have not responded or processed the payment. Since the resolution has not been fulfilled, I kindly request that this complaint be reopened until Red Coach completes their commitment.
  Please advise on the next steps to ensure that the business follows through with their agreement. I appreciate your assistance in this matter.
  Best regards,
  **** ****** ***

  Business Response

  Date: 04/01/2025

  Dear ****** *.,
  
  We appreciate your follow-up regarding complaint ID ********. We would like to clarify that RedCoach has already taken the necessary steps to process the agreed $250 compensation.
  
  On March 13th, we contacted Mr. **** ****** *** via email requesting his Zelle or ****** details to issue the payment for his damaged luggage. After several email exchanges, we finally received his payment details on March 29th.
  
  As of now, the payment request has been forwarded to our accounting department and is currently being processed. Once the transaction is completed, Mr. *** will receive a confirmation email along with the receipt.
  
  We kindly ask for patience as this process is completed. If any further updates are required, we will keep Mr. *** informed directly.
  
  Best regards,
  RedCoach Customer Support

  Business Response

  Date: 04/01/2025

  Dear Mr. ***************** you for reaching out regarding your compensation payment. We would like to provide you with an update on the status of your $250 reimbursement for your damaged luggage.
  
  As per our previous communication, we requested your Zelle or ****** details on March 13th to proceed with the payment. We received your information on March 29th, and the request has now been forwarded to our accounting department for processing.
  
  Once the payment is completed, you will receive a confirmation email along with the transaction receipt. Please allow some time for the process to be finalized. If you have any further questions, feel free to reach out.
  
  Best regards,

  The RedCoach Team

  Customer Answer

  Date: 04/14/2025

   
  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.
  
  Sincerely,
  
  **** ****** ***

• Initial Complaint

  Date:01/30/2025

  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 January 12th, 2025, I was supposed to get on a bus that should have arrived to ***************, *** ***************************** at 12:40 P.M.. As per the bus recommendation, I arrived at the stop 15 minutes prior to the bus arrival time, where there were around 6 other passengers waiting as well before me. The bus had never arrived, and customer support would lie claiming that the bus had arrived and stayed at the stop for 10 minutes. As seen in other complaints of the company, this is an extremely common occurrence of the business. We all waited at the stop for almost 2 hours before deciding to look for alternative solutions. When attempting to reach a resolution with customer support, the agents would cut off the chat early if the word refund was mentioned (which they did to all other passengers who were at the stop), and the last agent spoken to lied about opening a refund case in order to get me to stop contacting them. RedCoach may attempt to lie about their driver arriving at the stop, however the bus GPS tracker was turned off so no tracking was available for the customers and there is no way for ********************** to verify their story. Their refusal to provide a service paid for is very disappointing considering I used to rely on the company for reliability. When told that a case for a refund was opened, I never received a confirmation email or any such refund.

  Business Response

  Date: 02/08/2025

  Dear Myscha,

  We sincerely apologize for the inconvenience you experienced on January 12th while waiting for your bus to ***************. We understand how frustrating this situation must have been and regret any miscommunication regarding the service.

  After reviewing your case, we have processed your refund, and the confirmation has been sent to the email associated with your booking. The bus did make a stop at the location; still, this was a service operated by a third-party company working with us that day. We acknowledge that the information provided may not have been clear, and we will take steps to improve communication in such situations.

  We appreciate your past trust in RedCoach and hope to have the opportunity to serve you again in the future with a better experience. If you need further assistance, please do not hesitate to reach out.

  Best regards,

  The RedCoach Team

• Initial Complaint

  Date:01/25/2025

  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.

  we booked a bus from ***** to *******. we PAID for business class seats which h are extra. we arrive and the busses does not have business or first class sesting. I requested these seats for the extra leg room for accessibility. I was told that I was "lying" and that I couldn't have booked it. I had my ticket showing it. we get seated and I went to chat with customer service about it to see if I could get a refund at least for the difference in cost. I was put in a chat room with someone who responded ONCE in 20 minutes. I finally gave up and started the text feature, I was told that because I got on the bus, I would not be refunded and they would give me a voucher. I explained that I live 18 hours away and a voucher doesn't help me or my companions. they told me they would check with their manager and never heard from. them again. I texted back to speak with someone else and they told me the same thing. apparently I should have just refused to get on the bus and I stead been stranded at the airport 18 hours from home.disgusting business practices. the bus was filthy. there were bugs crawling all over the bathroom.I would NEVER book redcoach again. I will all I wanted was a refund for the difference in cost of the seats. I wasn't asking for anything *************** put the icing on the cake, they asked me to do a survey, and then I validated the survey code before I could even click on it.

  Business Response

  Date: 02/08/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience you encountered during your trip. We understand how frustrating it must have been to not receive the business class seating you paid for, and we regret any discomfort this caused.
  As per our terms and conditions, we are unable to issue refunds for tickets that have already been used. Nonetheless, as a compensation for the downgrade, we have provided four vouchersone for each passengerwhich can be used for any of our routes. These vouchers are valid for six months, with the possibility of an additional one-month extension after expiration.

  Here are the voucher codes:
  250202060901
  250202635738
  250202420409
  250202243103

  We deeply regret the issues you mentioned and will escalate this feedback to our operations team to ensure our buses meet the highest standards. Additionally, we apologize for any lack of responsiveness in our customer service chat. We are continuously working to improve response times and overall customer support.

  If you need further assistance or have any questions regarding the use of your vouchers, please feel free to contact us.

  Sincerely,

  The RedCoach Team

  Business Response

  Date: 02/08/2025

  Dear *****,

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience you encountered during your trip from ***** to *******. We understand how frustrating it must have been to not receive the business class seating you paid for, and we regret any discomfort this caused.
  As per our terms and conditions, we are unable to issue refunds for tickets that have already been used. Nonetheless, as a compensation for the downgrade, we have provided four vouchersone for each passengerwhich can be used for any of our routes. These vouchers are valid for six months, with the possibility of an additional one-month extension after expiration.

  Here are the voucher codes:
  250202060901
  250202635738
  250202420409
  250202243103

  We deeply regret the issues you mentioned and will escalate this feedback to our operations team to ensure our buses meet the highest standards. Additionally, we apologize for any lack of responsiveness in our customer service chat. We are continuously working to improve response times and overall customer support.
  If you need further assistance or have any questions regarding the use of your vouchers, please feel free to contact us.

  Sincerely,

  The RedCoach Team