ComplaintsforRed Coach, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a bus ticket from red coach and was unable to access any information as to where i was supposed to meet the bus and didnt have access to my ticket until approximately 15 minutes before the bus arrived. Also the time changed according to the bus station attendant who wasnt a representative of red coach somi do t know the accuracy of this but when i called red coach they assured me the bus would come and i was okay, but it did not. Either i was in the wrong place or the bus left early, but i followed instruction from miami intl airport to the bus depot as was stated on the ticket and was there for over two hours and ended up buying a ticket with another company because red coach refused to give me another ticket without me having to pay a fee and price difference of around 40 dollars. There was no customer service until after 7am est and i was waiting from 530 until 730 the bus was supposed to leave at 7. I did not have sufficient information and was unable to communicate this untilmit was too late because of their business practices.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Unfortunately, I was not able to travel and I am very upset with the service I received. I was on my way and got stuck behind a really bad accident in the highway and arrived at 12pm on the dot (the time of the departure) and saw the bus driving away, meaning it left about a minute early. I am very upset and disappointed with the service I received because I called as I was stuck in traffic and asked if they could please let the drive know I was on my way and would be there very close to the departures time and if he could wait. **************** told me they had let the driver know and hopefully he would wait (clearly did not, even left early). That same customer service representative told me that if anything happened I could call and be put on the next bus / reschedule. Since I ended up missing that initial bus, I called hoping to get some help but the second representative I spoke to was not very nice / helpful. She informed me she could switch me to the next bus but for a fee of $25 + taxes. That is almost the price I paid for my original ticket. Not to mention the bus she wanted to put me on was going to have a travel time of 4 hours and 20 mins vs the one I had booked was only 3 hours. I asked if she could give me a credit or schedule for another day / time in which she rudely said no. I was forced to just lose my money and book with another bus company who had a better time / rate available. Again, I am a returning red coach customer and use your services very often. Many times the bus has arrived late having me wait for a long time, I figured maybe they would be a little lenient and considerate for someone who was running one minute behind but its sad to see its not the case and the importance is money. I would love for customer service to make it right and at least give me a credit to use in the future. This would really open my mind to keep using your service and keep recommending who people that visit.

  Business response

  06/05/2024

  Thank you for bringing this to our attention. We have contacted the passenger and addressed her concerns. Although she missed her bus due to arriving at the stop after the scheduled departure time, we have offered her a voucher for the value of the unused ticket as a gesture of goodwill and exception to our policy. This gesture is aimed at providing her with an opportunity to experience our services again under more favorable circumstances.
  

  Customer response

  06/05/2024

   
  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

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $120 for round trip tickets to and from ****** / ****** (1 first class / 1 business ). My bus from ****** to ****** had no **. We stopped for about ************************************************************************************************************ It did not. We asked if she could try restarting the bus and she said if she turned it off, the bus may not turn back on. My 3.5 hour trip turned into a 5 hour trip with no ** and temperatures above 90 the entire time. I arrived over an hour late.My return bus back to ****** initially arrived also with NO **. Passengers from the previous stop got off looking faint and sweaty. There were also elderly and animals on the bus. The driver said we needed to wait for the bus to cool so she could address the **. We waited for over an hour in an unsafe part of downtown ****** and she could not fix it. They moved us to the 5:30 bus. The 5:30 bus arrived at 4:45 but instead of letting us board and wait on the bus to get out of the heat, he left and took the whole bus with him to go find food for himself. Again, leaving us out on the sidewalk to wait for another 30 minutes in the heat and in an unsafe area. We finally leave at 5:30 with a new bus driver who was on his phone for probably a third of the entire 4 hour trip. Another passenger told him to stop using his phone while driving and he ignored him. I arrived in ****** 3 hours late. I asked for a full refund as I will not be using their services again and their response was to give me vouchers. This trip wasted my time and put me and other's in danger. They exhibited poor management, poor coordination, and total lack of regard for the wellbeing of their passengers.

  Business response

  06/18/2024

  We have contacted the passenger and successfully processed the refund for their tickets. We apologize for any inconvenience this may have caused.
  
  

  Customer response

  06/21/2024

   
  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

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a ticket going from ******, ** to *****, ** on 05/15/2024. It was supposed to be at the stop at 11:10 AM but according to the tracking system it was delayed until 11:26 AM. I was already at the stop and the bus arrived at 11:17 AM and it said on the tracking system that it was departing at 11:22 AM. So I went to the bathroom for 30 seconds and when I came outside at 11:18 AM the bus was already leaving. I know the Red Coach bus stops at every stop for 5 minutes so I am just confused why the bus left without waiting for any passengers? I am failing to understand how the bus can be late and then leave without waiting even 2 minutes? I would like a refund or a voucher for the amount I spent on the tickets. I was at the stop already so I missed the bus due to the drivers negligence in waiting the allotted time. If the bus doesnt stop for 5 minutes at any stop I dont know why its giving false information in the tracking system? These are my information for the ticket I bought:Booking Number: ************ Ticket Confirmation Number: ************

  Business response

  06/05/2024

  Thank you for bringing this matter to our attention. We understand the customer's confusion regarding the information displayed in our "Track My Bus" tool. This tool provides estimated arrival and departure times based on various factors such as traffic conditions. Due to these potential variations, we ask our passengers to be at the stop 15 to 20 minutes before the scheduled departure time to avoid any inconvenience.
  In this particular case, the bus arrived slightly later than the scheduled time but adhered to its itinerary by departing within the allowed time frame. Our buses generally stop for a minimum of 5 minutes at each stop, but this can vary depending on the schedule and operational considerations.
  To address the customer's concerns and as a gesture of goodwill, we have issued a voucher for the full value of the ticket he was unable to use. This voucher can be used for a future trip with us, allowing him to experience our services again under better circumstances.

  Customer response

  06/05/2024

   
  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My client was a passenger of the Red Coach service 9037 from ******, ** to ***** on 4/15/24 Confirm # ************. She was in the front row no one in front. Prior to arrival in *****, the driver slammed on brakes to keep from hitting car in frnt of him and knocking all passengers forward, My client fell out of her seat, rolled forward and down the stairway hitting her head on the exit door. She has multiple injuries and spent the night in the ** of the hospital. This attorney has call Red Coach home office numberand talked to customer service. Told that ******* would call back. She did not. Then told to send ********************* and that was done. No response. Complaint filled out on the on line website. No Resposne A.letter sent to *************** in ******* and certified letter sent to registered agent. for Red Coach. To date no repsonse from Red Coach disclosing claim and policy information. My client was seriously injured due to the negligence of Red Coach employee acting in course and scope of employment.

  Business response

  06/18/2024

  The query has been forwarded to the appropriate department, which is already in contact with ****************************** to resolve the issue.

  Customer response

  06/19/2024

   
  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

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $44.96 for a first class, non-stop bus ride from ****** to *******. Red Coach changed my ticket to a business class ticket and a ride that was no longer non-stop and charged me the same amount. I have received a voucher (attached) for the cost of the business class ticket ($29.99) but they still owe me $14.97, the difference between first class and business. I don't live in ***** so I won't be able to use the voucher which has an expiration date of June 16 2024 anyway! Ideally I would like a full refund. Realistically I would be okay with a $14.97 refund.

  Business response

  05/15/2024

  We have been in direct communication with the passenger regarding their concerns. During our correspondence, we empathized with their frustration regarding the category change on their trip from ****** to *******. We explained our company policy, which allows us to compensate passengers in such situations with a voucher valid for a future trip with us. Additionally, we assured the passenger that we would extend the validity of the voucher if it were to expire before they could utilize it. Despite the inconvenience experienced, we confirmed with the passenger that their trip was completed. We remain committed to addressing any further concerns and ensuring customer satisfaction to the best of our ability.

  Customer response

  05/16/2024

   
  Complaint: 21688766
  
  I am rejecting this response because: As you can see I PAID $44.96 for my original ticket! The voucher I received is ONLY FOR $29.99! I still believe Red Coach needs to refund me the difference between ticket paid for and voucher received which is $14.97!! Now THAT would be fair! 
  
  Sincerely,
  
  *********************************

  Business response

  06/18/2024

  Due to a change in the passenger's service category, we have issued a new voucher for the full value of the ticket ($44.96), correcting an initial error. The passenger was offered options to change their itinerary or receive a refund upon notification of the itinerary change. Since the trip was taken despite the change, a refund is not possible. We apologize for any inconvenience and appreciate the passenger's understanding.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Icame into the OrlandoRed Coach terminal on 4/11/24 to purchase a ticket with a voucher that I received.I went up to the front desk and told the young man at the front desk (*****) that I wanted to buy a ticket to *************** with a voucher.He told me that it would be cheaper to book the ticket online with the voucher.I told him that I didn't know how to book the ticket online with the voucher.He tried to explain to me how to do it.I tried to book the ticket myself online but,I did not see anywhere to put the voucher information to pay for the ticket.I went back told ***** that I didn't see anywhere to put the voucher information. He said that he would do the payment for the voucher on his end,but then he turned around and said that I had to put the payment information in to see the selection to put the voucher information. So,I put the payment information in there through ****** pay.I never saw the selection to put in the voucher information. The payment went straight through.I told ***** what happened.So,he told me that he was going to contact his boss to see if I can get a refund so I can just pay with my voucher.30 minutes later ***** told me that I had to call customer service.As I was calling customer service ***** went home. Literally,as I started to make the call he left.The rep on the other end informed me from the beginning that Red Coach has a non-refund policy. He asked for the terminal and the name of the employee, so he can call and verify what happened. But,***** had already left.He put me on hold.When he took me off of hold, he was saying something about a recording of what happened, and he said what I said happened didn't happen.All of that translated to me as him calling me a liar.He also said that there was more thanone person that told him this. ***** was the only one there.How can there be more than one person telling him the story when there was no one other than ***** at the desk?All in all,terrible experience with customer service.

  Business response

  05/03/2024

  We reached out to the passenger regarding her claim on April 20 but have not received a response yet. We kindly ask for her cooperation in providing us with the requested details so that we can effectively resolve her case. We remain committed to assisting her and addressing any concerns she may have.

  Customer response

  05/03/2024

  I never received the email but I am responding to them now that I see they have tried.

  Customer response

  05/03/2024

   
  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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redcoach does not have any signage for their bus pickup in ******. I imagine this results in many lost rides and missed ******. They didn't even check my id before boarding the bus which made me incredibly nervous. Lost items on the bus are never returned. Immediately after getting off the bus and it driving away I tried over and over to contact anyone at this company to get my item returned. They do not respond to their required forms at all and were absolutely awful to work with.

  Business response

  04/20/2024

  We have thoroughly investigated the issues raised and have forwarded them to the relevant departments for review.
  Regarding the lost item, please note that RedCoach is not liable for personal belongings left unattended on the bus. Our responsibility primarily extends to checked luggage as outlined in our terms and conditions. Despite our efforts to assist, we regret that we were unable to recover the lost item. We apologize for any inconvenience this may have caused.
  
  
  
  
  

   

  Customer response

  04/20/2024

   
  Complaint: 21562929
  
  I am rejecting this response because:

  While I understand that lost items are not their responsibility, as a company they offer little to no options to speak to literally anyone in the company urgently. When this happened I tried repeatedly to reach out after stepping off the bus and realizing it was there, and moments later the bus drove away with absolutely no recourse to contact anyone. They offer no way to even contact anyone when busses are late, there is no signage etc. I called and texted over and over and could not even get ahold of someone in the moment. This isn't a "Lost" item. I can see where it is and they've done nothing to help. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My friend and I paid for the Red Coach, to Ft. ****************** on February 23, 2024 arriving at 6:45. Both of us arrived at *******************. We arrived at 11:00 AM. We had lunch there, and waited in the back of the ************* at 1:00. We were able to check where the bus was located by the app on my friends phone. She said the bus was at *********************. We waited for some time. No driver came in to see if there were anyone boarding the bus. Around 1:20, a bus arrived in the back of the station. The driver came out and asked us our names. He replied that we werent on his list, but he claimed to have seen the bus prior to his bus. My friend called the Red Coach Company and stated that the bus never showed. They argued and told us the driver picked up four people. My friend had gone on the bus prior to this incident, and she mentioned they always pick up the customers in the back. There was no bust to take us. We had to get a ride back to her house in *****. ******* so we had to get her car and drive down to Ft. **********. It was very late by the time we arrived there. My daughter called the company last week, to let them know what happened. The man who answered repeated to her the same as the driver told us. There was a driver that picked up four passengers. He was completely wrong. So, I want to get a refund on the payment that we paid for. We were going to take the bus there and the bus back in March 4, 2924. My booking number was ************. Service code was 8005 going and 9036 coming back. I will not be going on the bus again. I want a complete refund for the anguish they put me through. I have the paperwork if you need it. I paid *****. You may contact me at ************. I want this resolved. I cant get through to those people of Red Coach.Sincerely,***** Polish

  Customer response

  04/09/2024

  My friend has received a free ticket from Red Coach Bus. I havent heard anything from them. I want a refund from this company. I dont want a free ticket. I will not be riding their bus.

  Business response

  05/19/2024

  Thank you for contacting us. We have reached out to the passenger to inform her that, unfortunately, we are unable to offer a refund at this time. After thoroughly reviewing her report, we verified that the bus was at the correct location for approximately 15 minutes and successfully picked up four other passengers during that time. As per our terms and conditions, we do not issue refunds or compensation in cases where the passenger misses their bus or does not use their ticket.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was scheduled for a bus trip on 3/16/24 and I was scheduled to depart from 11am. There was a message saying the bus was delayed, and the bus was contracted out and I waited patiently. Then there was a message saying the bus was delayed by another hour, but the time came and there was no bus. There was another message saying the bus was delayed by a 2 hours an **************************************************************************************************************** order to make it to my destination. I contacted the agent several times but I got hold music and nothing else, and the one time I reached support the agent was rude and unwilling to resolve the issue.

  Business response

  03/27/2024

  Thank you for bringing this matter to our attention. We have carefully reviewed the details provided by the passenger regarding their experience. In response to their concerns, we have processed a refund for the unused tickets as a gesture of goodwill. We apologize for any inconvenience or dissatisfaction experienced during the trip, and we appreciate their understanding.

*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. ↩