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:01/11/2025

  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 couldnt use my $50 RedCoach ticket due to a safety and health emergency. Despite reaching out via phone, email, and WhatsApp, they were unresponsive and, when they finally replied, rude and dismissive. As a first-time customer, Im appalled by their lack of professionalism. I will never use or recommend RedCoach again.

  Business Response

  Date: 01/20/2025

  Dear ****,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration you experienced during this process.
  
  As outlined in our Terms and Conditions, passengers have the option to cancel their tickets up to three hours before the scheduled departure time. When a cancellation is made, a voucher for the ticket value (minus applicable fees) is issued, which allows flexibility for future travel. This policy applies to cancellations made via our website, through our customer service phone line, or by chatting with one of our agents.
  
  Unfortunately, as the ticket was not cancelled within the designated time frame, a refund, or a voucher are not possible. When purchasing a ticket, passengers agree to these terms, which are clearly stated during the booking process.
  
  We are sorry to hear about your emergency and are deeply concerned that our team may have come across as dismissive. Providing professional and empathetic support is a top priority for us, and we will address this internally to ensure such experiences are not repeated.
  
  Should you have any further questions or need assistance, please do not hesitate to contact us directly at ********************************************************************
  
  Thank you for your understanding.
  
  Sincerely,

  The RedCoach Team

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  Urgent Luggage Theft Incident and Lack of Response December 1st 2024 From *************** To *********** I am writing to formally express my deep concern and dissatisfaction regarding a recent incident involving the theft of my luggage from one of your buses . Bus number ***** Despite promptly reporting the theft and providing all necessary details, I have yet to receive any meaningful response or assistance from Red Coach in resolving the matter. I have asked for small things such as Red Coach calling customers about my luggage and requesting access for myself or the detective handling my case to have any camera ********** a customer, I expected a higher level of professionalism and accountability from your company, particularly in cases of theft and lost property. The failure to address this issue in a timely and effective manner has left me feeling not only frustrated but also disheartened by the lack of concern for the well-being of your passengers. I have lost faith that Red Coach is willing to meet the standards professed on their website. Unanswered emails and unsympathetic phone calls highlight my experience by rude employees I kindly request immediate attention to this matter, including an investigation into the incident and appropriate actions to recover my belongings.Red coach has never reached out to me in regards to reimbursement nothing of matter for my belongings It is not just a matter of a large financial loss but a sentimental one, too.

  Business Response

  Date: 01/20/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns regarding the incident involving your luggage on December 1st. We deeply regret the distress and inconvenience caused by this situation and understand how important it is to address your concerns thoroughly and promptly.
  
  Upon investigating the matter, we confirmed that the service you travelled on was operated by one of our third-party partners. When you reported the incident, we promptly contacted the operating company, and they informed us that a piece of luggage matching your description had been located. However, we understand you confirmed that it was not your missing luggage.
  
  While we are unable to provide direct access to camera footage due to privacy policies, please rest assured that we take these matters seriously. We will continue to work within our procedures to assist with any information relevant to your case.
  
  We sincerely apologize for any frustration caused by delays or unsatisfactory interactions during this process. Your feedback has been escalated internally to ensure better handling of such situations in the future.
  
  Thank you for your patience and understanding as we work to address this issue.
  
  Sincerely,
  
  The RedCoach Team

• Initial Complaint

  Date:01/03/2025

  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 was told I would receive a refund in November of 2024 and have never received it. Every time I follow up about it I am told a supervisor will reach out to me and they never do.

  Business Response

  Date: 01/08/2025

  Dear *******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in addressing your concerns and for any frustration this situation has caused.

  We confirm that a refund for the full amount of your ticket has been processed. Details regarding this transaction, including confirmation, have been sent to the email address associated with your account. If you have not received this information or require further assistance, please don't hesitate to contact us directly at ********************************************************************.

  We understand how important timely communication is, and we are committed to improving our processes to prevent such delays in the future. We truly value your patience and the opportunity to make things right.

  Thank you for choosing our service, and we apologize again for the inconvenience.

  Sincerely,

  The RedCoach Team

• Initial Complaint

  Date:11/14/2024

  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.

  had a ticket for ** to ******* was left waiting for 4 hrs bus never arrived and i had to leave. company did not communicate effectively about the situation. Was told I would get a refund in a week and its been almost 3 weeks with no response or communication from them.

  Business Response

  Date: 11/28/2024

  We have confirmed that a refund was successfully processed for the passenger. The refund was issued to a **** card ending in 2068, registered under the passengers name. We appreciate the passenger's patience and understanding during this process.

  Customer Answer

  Date: 12/17/2024

   
  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:09/06/2024

  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.

  Case Number with Red Coach ******** On Sunday August 4th I booked a bus ride from *********** to ***************. Ride was scheduled for 6:30pm, We departed 2 hours later by 8:30pm. The bus broke down 1 Hour later and we had to come back to the bus stop. I called and was told the only ride available was for Tuesday, because there was a hurricane coming and no buses would ride on Monday, then I booked my ride for Tuesday the 6th at 5:45am.Bus never showed up, I called again and talked to a live agent around 7.30am to see what happened with my bus ride.They said the 5:45 ride was cancelled. I never received any notification whatsoever, phone call, email, text, NOTHING. Then they booked my ride for 6:30pm on the same day. 30 Minutes later the REDCOACH agent called me to say that unfortunately the bus was already full and my only option was for Wednesday. At that point i could not waste another day in *********** and was forced to rent a car at the airport and drive 8 hours to get to ***************. I have been texting Red Coach for the last month, (they have a text service to communicate to customers) and all they say is they have not found a resolution. Management is revising my case. I want my full refund and some type of compensation for my time and aggravation. I had to pay another $94 to rent the ****** CLARIFY:I DON'T WANT OR NEED A COMPANY CREDIT FOR FUTURE RIDES. I DONT USE THIS SERVICE AT ALL.Thank you for your assistance.

  Business Response

  Date: 09/23/2024

  Even though the passenger's original service was canceled due to extreme weather conditions on the day of travel, we have made an exception and requested a refund from ******, as the ticket was purchased through their platform. We hope this resolves the concern and appreciate the passengers understanding.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22248667
  
  I am rejecting this response because:

  I want to make this VERY CLEAR, the first cancelation occurred , because the bus BROKE DOWN AND HAD TO COME BACK TO THE terminal, causing the passengers to look out for a place to stay and expending more $, Money, which I am not asking by the way.

  The other 2 cancellations afterward due the weather conditions would have not happened if the first ride would have been successful. 

  Please provide a date the refund will be done, I need a date.
  
  Sincerely,
  
  ***** ***** **** ******

  Business Response

  Date: 11/21/2024

  We sincerely regret the inconvenience the passenger experienced during their trip. Since the ticket was not purchased directly through our website, we have already contacted the third-party seller to request a refund for the passengers ticket.
  We appreciate their patience as we work to resolve this matter and remain available should any further clarification be needed. Thank you.

• Initial Complaint

  Date:08/11/2024

  Type:Sales and Advertising 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 August 8, 2024 I had booked a bus ticket from ****** ***** to ******* ***** for a 12:30 pm bus. At this time myself and other passengers were awaiting at bus stop when a lady stepped out of a ***** SUV stating she was employed by red Coach and her company sent her to take us to *******. The driver didnt have an official company name tag only thing she had was an old dirty wrinkled polo with company name on polo. The driver gave all the passengers additive and said well if you gonna trust her she was leaving and took off. Several passengers got on phone and called customer service. Finally they confirmed she was employed by company but driver had left. **************** said since we didnt get on bus w we werent entitled to a refund. I took myself to a competitors company booked a ticket and wa unconvinced by several hours having to wait. During this time I called customer service and they told me they had a bus scheduled to pick up passengers at 4:30pm. I explained I had already purchased a Ticket purchased with another company and by 4:30 I would be well on my way to ******* already. **************** told me only thing they could do was request forwarding of my case to another department requesting refund. Several days later still awaiting response.

  Business Response

  Date: 10/22/2024

  Thank you for bringing this matter to our attention. We have addressed the passengers concern and provided a resolution via email on 12/08/2024. A refund for the ticket has been processed and credited back to the original payment method. Should there be any further questions or clarifications needed, we remain at your disposal to assist.

• Initial Complaint

  Date:07/07/2024

  Type:Sales and Advertising 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 this bus on Friday from ****** to *******. At a random rest stop, some guy in a hospital gown who had not been on the bus prior to got on and rode the rest of the way to *******, after asking "where does this bus go?"This is completely unsafe and put passengers at risk. And this company doesn't refund. So A. You can get a free ride by just getting on and ************** doesn't care about safety.

  Business Response

  Date: 07/22/2024

  Thank you for bringing this matter to our attention and sharing your concerns. We take incidents like this very seriously and have immediately reported it to the appropriate department for investigation and action. While we understand your apprehension regarding the unexpected passenger boarding the bus during your journey, we regret to inform you that our policy stipulates that tickets are non-refundable, unless there are extenuating circumstances directly related to our service. While we sympathize with your experience, we must adhere to these guidelines as the remainder of your journey was completed as scheduled. 

   Rest assured, safety is our utmost priority, and we are committed to maintaining a secure environment for all our passengers. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21953936
  
  I am rejecting this response because this business puts passengers at risk (myself included) and is beyond misleading with its marketing. Photos and descriptions of the bus are FALSE. Additionally, the rest stop that the bus line chooses is filthy, and a stop where the driver pays no attention to who of loading onto the bus, as well as a stop where non-paying, non recorded random passengers can get on. Non-refundable ticket should not include bus rides where safety is compromised. This line does not care about safety, integrity or honest marketing for customers. 

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

• Initial Complaint

  Date:04/17/2024

  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.

  Hi. My sister was scheduled to depart from ****** to ****** on July 13th, 2023( I paid for the trip). Halfway into the trip, the bus broke down due to cooling issues and couldn't be fixed in a timely manner. The passengers had to figure out how to reach their destinations on their own, with my sister being one of them. I ordered an Uber, which got her to her destination. I was told Redcoach was going to compensate us for the Uber ride and provide a refund for the bus trip since this issue was caused by Redcoach. Countless months has gone by and red coach only offered a voucher that was set to expire 2 months after the issue date! No full cash refund for trip, no full refund for the Uber trip! Countless months have gone by and nothing yet. I tried to contact redcoach through different communication channels but was constantly ghosted This situation is very bizarre, and I don't understand why Redcoach has not responded or refused to refund all the amounts spent. I'm extremely frustrated with my experience with Redcoach regarding this case. My sister and I should not be held responsible for the costs created by Redcoach. I even opened a case (Case #*****) with Red coach but didnt hear anything back. Mind you, this is not the first time Ive experienced such terrible customer service from **********************. Theyve cancelled my bus on the day of my trip multiple times but ever since this incident Ive stopped taking red coach and I really encourage others to do the same. Luxury bus, yes but absolutely not worth the hassle Booking #************

  Business Response

  Date: 05/19/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused. 

  Please be informed that a reimbursement for the passenger's ticket was processed in September 2023. However, we acknowledge that this issue was not fully resolved to the customer's satisfaction. That is why we have contacted her directly to arrange further assistance.

  Customer Answer

  Date: 05/20/2024

   
  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: 07/01/2024

  Hi,

  So I heard back from RedCoach about resolving this complaint. I was satisfied with their response and decided to resolve. However, since the time of the resolution they have not acted on the resolution that we agreed on. It's been about of month of me reaching and haven't heard anything from them. I would like reopen this issue. 

  Business Response

  Date: 07/22/2024

  We have contacted the passenger to inform her that her refund request has been forwarded to the appropriate department. We are currently awaiting confirmation. Once processed, we will send a confirmation email.

  Customer Answer

  Date: 08/05/2024

   
  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:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rode with redcoach 7/14/2023 going from *********** ** to ***************. Not only was the bus OVER 3 HOURS LATE, but the driver put me and the other passengers LIVES AT RISK. He forgot to make a stop in ********* and instead of communicating this or taking the appropriate exit he WENT BACKWARDS ON THE HIGHWAY EXIT. This is completely unacceptable if not even criminal. The passengers were pleading with him to stop by he acted as if he couldnt hear us. Did not say why were going North instead of to South *******. I was supposed to arrive at 4:30 and arrived at 6:30 and missed my flight that I had been planning over two months. I think this constitutes for not just compensation of my full ticket price but emotional and resulted in over 400 dollars of damages in rebooking the flight. This will be the last time I ride redcoach and I will be sticking with greyhound. RedCoach should be embarrassed of this behavior and I honestly think theres grounds for a legal case as the driver was intentionally reckless. They need to do better this was one of the most traumatic experiences as a passenger in my life. No respect or consideration for the lives of his passengers.

  Business Response

  Date: 07/31/2023

  We understand that the delays and the driver's actions caused distress and frustration for this passenger and the other passengers on board.
  Upon reviewing the situation, we found that there was an unfortunate mistake with our drivers' list, which resulted in some passengers being mistakenly left at the previous stop in *********. Once our monitoring team realized the error, immediate instructions were given to the driver to return and pick up the affected passengers. We acknowledge that this incident caused a delay of approximately 40 minutes before resuming the original route and direction.
  We also recognize that the bus arrived with a total delay of 1 hour and 30 minutes, not 3 hours later as the passenger said, which was partially due to the aforementioned mistake and the subsequent traffic conditions.
  Considering the impact of the delay on their travel plans, we genuinely apologize for any inconvenience caused. We would like to offer compensation to the passenger in the form of a voucher equivalent to 50% of the amount paid for their ticket, which is attached here.

• Initial Complaint

  Date:05/27/2023

  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.

  Hello, today is Saturday, May 27th, 2:19 PM. I just got off the phone with a representative from Red coach. She had a horrible attitude and provided horrific customer service. I paid for my daughters bus ride ticket, $125.46, from *************** to ***** *******. Ticket confirmation number ************. The bus departed from *************** at 9:40 in the morning and was to arrive in *****, *******, at 3:40 PM. At approximately 11 AM, my daughter texted me letting me know that the bus had a flat tire. Shortly thereafter, she received an alert or an email stating that it would be approximately a 90 minute delay, which would make it at 1 PM. At 1 PM, my daughter texted me letting me know that she was on the road again. At 1:05 pm, she stated that the bus had stopped again and for over an hour, she did not know what was going on. Thats when I called Red coach and I was given completely different information than my daughter had experienced. I was even more upset and frustrated after I hung up with that representative.

  Business Response

  Date: 06/13/2023

  We have taken appropriate action to address the passenger's concerns. In recognition of the delay, we have provided her with a voucher via email, equivalent to a percentage of the ticket price she paid. This voucher serves as compensation for the inconvenience caused.
  Additionally, we take complaints against our agents seriously and are currently reviewing the recordings of the interactions in question and will take appropriate measures if any misconduct or unprofessional behavior is found.

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************