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            ComplaintsforGotoBus

            Travel Agency
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Unanswered
              I purchased a ticket for Thursday August 31, 2023 to go to ******** from ******* ** for 10:45pm. The website did not have any notice of the bus being cancelled for any reason. I waited for the bus until 12am and which I had to catch a Lyft which cost me $26.99; due to the local transportation not running at midnight. Gotobus customer service was not available at that to call but support sent me an email stating the bus broke down and therefore the trip was cancelled and I had the option of either a full refund or a reschedule the trip. Then a moment later received an additional email stating that due to the weather and terms I would not receive refund as the website stated the bus was cancelled, but I could reschedule my trip or get a ticket with no valid date. Then i call this company and somebody answer the phone and say they dont speak English and hangs up!This is unacceptable as I was going to take my elderly mom back down to family in ************** and now my mom wont see family we havent seen in a while and Im out extra money due to having to travel back home taking a Lyft! They have lost a customer I would never give my money to this company again! The government needs to regulate this company because this poor customer service happen too much. They need to reimburse me my Lyft fee and ticket refund for bad business
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I purchased 2 tickets online to travel to ******** from ************** on 07 /21/2023 For the 9:30 am bus on 07/26/2023 only to find out that they don't have AM busses on Wednesdays Therefore I couldn't make the funeral I was planning on attending Therfore making the return trip back to ************** from ******** invalid Why was this not not made known when I received my bus tickets conformation to travel on 7 /26/23 I had to cancel my hotel reservations as well due to this fact .I'm very upset that this important information was left out as I could have traveled on the previous trip When I tried to start an online chat to discuss this It was unavailable I also called the number online and it was not valid I paid $70.00 for 2 tickets It seems like this company is running a scam as it states no refunds And I also am not not to get a full refund on my hotel reservation ************ is clearly misleading as to online purchases

              Customer response

              08/06/2023

              I have not heard from the business in response to my complaint.

              Business response

              08/14/2023

              Can we have the ticket number for continuing the complaint?

              Thanks!

            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I bought a bus ticket from GoToBus on 7/10/2023 for $27.00 (I was charged $33). The website states you can reschedule up to 2 hrs before bus departure. I attempted to reschedule within the allotted time, and even before the allotted time: Feature was BROKEN on website, customer service was uncooperative (nobody answered the phone). My bus left, and now I am stuck in *** due to website neglect. I want my money back/another ticket.

              Customer response

              07/24/2023

              The business gave me a rude response and denied being in the wrong despite having a broken customer service system. 
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On may 26,2023 I ordered 2 tickets on Gotobus website for my self and 4 year old daughter. I was at the location on time. The bus 30 minutes late and denied me access because they over booked. On their website stated that another bus would be there at 2:45am but the office stated 8am. The location is in the middle of nowhere so staying there until 8am with my 4 year old was not an option. Their website does say no refunds but also does not state that it will be a hit or miss if you are able to get on the bus. I put in a complaint and ask for my money back. They replied with charges me another $10 for each ticket on the next purchase. That is not ok. They should not be able to put no refunds on their website but not accommodate people on their bus because they are greedy and taking people when they are trying to see family or friends. ***************** provided by: ************** Schedule: ********* 1:30am -> ******** 5:30am Schedule ID: ******** Depart: 1:30am Fri, May 26, 2023 *********, ** ***********************************************************************(TA Gas Station)Arrival: 5:30am Fri, May 26, 2023 ********, ** ******************************************

              Business response

              08/07/2023

              Can you please let us know the ticket confirmation number?

               

            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              Bus leaves 4 hours late making me late for work and losing a day of pay Bus stinks smells like urine and excrement. Overcrowded Druvers are rude
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On the morning of Friday, 03/17, my parent booked a tour with Gotobus (now TakeTours), which had to be cancelled within an hour due to an abrupt need for change in travel plans. We went on their website and went through all available channels to cancel this reservation. this included all 8 or so numbers that are purportedly their "customer service" numbers and message portal. all attempts to reach them in the 2-hour period we attempted to cancel this reservation went unanswered. During the process, the company went ahead and confirmed the trip, and made an unauthorized charge to our credit card without any recourse to seek a refund or cancel this trip. We soon learned that none of their numbers work and the customer service tools offered are nothing but a scammy edifice to give customers a false sense of security that they are a legitimate business. we have been unable to contact them and stand to lose $1162 on the transaction with no means of reaching them

              Business response

              03/19/2023

              Can we have your order ID number?
            • Complaint Type:
              Problems with Product/Service
              Status:
              Unresolved
              GoToBus offers a feature called "Track bus status." This feature never works. It has not worked for me despite me trying hundreds of times on tens of trips. As in, I have accessed the feature many times each trip I have taken with GoToBus, and it has NEVER worked. I suspect that it does not work by design. I believe that offering a service that in reality does not exist constitutes fraud.GoToBus offers a live chat feature. I have tried to access this feature 70 times. It has never worked because it is not designed to work. Like "track bus status," GoToBus's live chat feature is a Potemkin village. It is a fraud. It is a mere signpost that is only there to deceive customers. Every time I access the live chat feature, GoToBus says that ******** or 6th or 8th in line, and then I wait, and that number goes down, and down, and finally, it is my turn, and EVERY SINGLE TIME, once my turn arrives, the chat says that there is no one there after all and that I should write an email.GoToBus has a phone number that I have called 50 times and no one has ever answered or returned my call.GoToBus's customer service features, including bus tracking, live chat, and their phone number, are inoperable, have no staff, do not work, and are fraudulent. What action can be taken against GoToBus to stop this fraud?

              Business response

              01/23/2023

              Sorry to know your experience. Can you provide your confirmation number and let us know what you required for?

              Customer response

              01/27/2023

              Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

              [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

              I don't understand the question from the business. It was written poorly and in incomprehensible. I have taken GoToBus around 12 times. During those 12 times, I have tried to use the following services: bus tracker, online chat support, and the customer service phone number. None of these services ever work. These services do not work in such a consistent manner and so often, that it is very likely that they don't exist, that they are merely signs with no service/workers attending to them. This is fraud. Can GoToBus prove that these 3 services are legitimate?


              Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

              FAQ

              Regards,

              *****

               

               

              Business response

              02/01/2023

              We would like to have a ticket confirmation number to locate your order.

              Thanks

              Customer response

              02/03/2023

              Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

              GoToBus is incapable of responding in good faith, or in a serious manner. I have ridden their bus many times. Each time, I have tried to use the live bus tracker. It has never worked. Many times I have tried to use their live customer chat. It has never worked. Many times I have called their customer service number. No one answers. These services do not work because they don't exist. They are fake, pretend, make believe, and most of all, they are fraudulent. So, instead of taking this complaint seriously and proving that they actually do offer these customer services, ******************** instead asks for my ticket confirmation number. Attention GoToBus: My name is ***********************. Feel free to look up my name in your records and find my numerous ticket confirmation numbers. I have experienced your fictional customer service on many of my trips with you.

              Ok GoToBus. Here are some ticket confirmation numbers: TNS00176. This Thanksgiving trip was cancelled last minute. **************** chat and the customer service number did not work for this trip. Then I rescheduled to TNS00176. On this trip a loud group smoked cigarettes, drank beer and shouted during the entire trip. This has nothing to do with this particular complaint, but it directly caused attempts to contact customer service during future trips. My next trip was WDT00203 which was cancelled last minute. It was my Thanksgiving return trip home. Live chat and the customer service did not respond to my numerous attempts regarding this trip. Next there is WDT00206 and WDT00203 which are my Christmas travel tickets. I wanted to cancel these tickets since BOTH of my Thanksgiving tickets were canceled last minute, and also, the one rescheduled Thanksgiving bus that actually did depart was nightmarish and filled with dangerous and illegal behavior by other passengers. I no longer wanted to use GoToBus because I reasonably assumed that the trips would either be canceled, or dangerous. I tried using their live chat feature and customer service number many times in regards to these two trips with zero success. 

              Both bus lines I have ridden with GoToBus, ***** and ********* Travel, are dangerous and unreliable. They cancel trips at a whim. GoToBus has a fictional customer service department. Their live bus tracker, live chat support and customer service number ALL DO NOT EXIST. If you were to try to use these services a million times, they would not work a million times. THEY DO NOT EXIST. This is fraud. Furthermore, GoToBus does business with dangerous and unreliable bus lines, yet has a strict NO CANCELATION POLICY which is untenable given the awful bus lines that they do business with. If a customer, like me, has bought a future ticket with GoToBus, and then, in the meantime, learns that the bus will likely be canceled, and if not canceled, it will likely be unsafe, shouldn't that customer have the right to get a refund for their future tickets that now seem worthless?

              Attn GoToBus. Please don't give your typical stock answer that basically says: our cancellation policy is as such and therefore, no refunds etc...

              Instead, please answer the following questions:

              Is your live bus tracker legitimate. Does it actually work?

              Is your live chat feature legitimate. Does it actually work?

              Does your customer service number work?

              Also, if you could please offer any proof that the above three services work, that would be great.

              [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

              Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

              FAQ

              Regards,

              *****

               

               

            • Complaint Type:
              Problems with Product/Service
              Status:
              Unanswered
              I am requesting a full refund for my reservation. **********. It is 30 degrees outside and not only is the bus LATE. But the bus driver has refused to leave at the specified time and let anyone on the bus. I received a text message LYING about traffic keeping the bus from leaving till 6:45pm. But it is currently here and the bus driver is currently sleeping. Everyone is cold and everyone is tired. I spoke to the bus driver and he was extremely rude. He told me I am not letting anyone on the bus, as he yelled in my face and slammed the door. He is currently sleeping in the warmth of the bus as of 6:22pm, while everyone else is standing outside in the cold DIRECTLY in front of the bus. There is no traffic just complete negligence.

              Customer response

              01/02/2023

              I have not heard from the business in response to my complaint.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              *** reached out to this business already and explained to them that I was wrongfully charged twice and that Ive dealt with poor customer service among their staff. Theyve since have yet to reach out and Im seeking a full refund for my ticket purchased on 11/03/2022. Proof of purchase & double charge can be found below.

              Business response

              12/19/2022

              Please kindly provide us with your confirmation number.

              Customer response

              12/19/2022

              Confirmation #JGB160501



              Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

              FAQ

              Regards,

              *******

               

               

              Business response

              12/20/2022

              According to the record, there are multiple orders with the amount of $110.

              On the screen shot attached we are not able to located the transaction date. Can you please share the transaction ID number from Paypal so we can void the payment if it charged accidently? 

              Thank you

              Customer response

              12/21/2022

              There are multiple charges because of errors on your companys fault and that is the issue Im complaining about. The PayPal transaction number is *****************. Im very hopeful that this issue will be resolved so I can get back to doing business with GoToBus. 

              Businesses and Customers should be civil, courteous and polite in their response to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

              FAQ

              Regards,

              *******

               

               

            • Complaint Type:
              Problems with Product/Service
              Status:
              Unresolved
              I bought 2 bus tickets from GoToBus for Christmas travel. I bought those tickets on November 25th and 26th. The tickets are for December 22nd and 26th. I paid $60 for each ticket for a total of $120. I want both tickets refunded. Here's why: I bought bus tickets from GoToBus for Thanksgiving travel. These tickets were for November 23rd and November 28th. BOTH of those tickets were canceled. The reason given both times was that the entire trip was canceled. I think that it's much more likely that I was bumped because the trip was oversold. Either way, it's unacceptable. My November 23rd trip was canceled on November 18th. I rescheduled the trip for November 21st. During that bus ride, 7 men in the back of the bus smoked, drank beer, and played music on a loudspeaker. The driver did nothing.My November 28th trip was canceled on November 28th 4 hours before departure. After much effort, I was able to get a refund for this canceled trip. I ended up taking an expensive last-minute ****** train on the 29th. To add insult to injury, GoToBus sent me an email on the 29th asking me to review this canceled trip. This suggests that the trip was not canceled, but rather, I was bumped and told a lie that the entire trip was canceled.Yes, it is true. I bought my Christmas bus tickets after one of my Thanksgiving trips was canceled and after I experienced a nightmarish bus ride with smoking passengers. It's true; it was not until the second Thanksgiving trip cancelation happened that I finally resolved that this bus cannot be trusted. I cannot trust that my Christmas bus tickets will be honored. If history is a guide, it is clear that GoToBus's ability to make and hold reservations collapses during peak holiday travel days. If recent history is any indication, then my Christmas bus tickets will also be canceled.I have contacted GoToBus multiple times and they are sticking to their no-refund policy.

              Customer response

              12/10/2022

              I have not heard from the business in response to my complaint.

              Business response

              12/19/2022

              Can you please provide the confirmation number?

              Customer response

              12/20/2022

              Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

              The business asked me for my confirmation numbers which are:  WDT087442 and WDT511853. The business knows who I am because of our multiple interactions trying to resolve this issue. Asking for my confirmation numbers is a tone deaf and unnecessary response for the business to have.

              I've been in contact with the business customer support today but am only getting automated replies.

              The business appears to be stalling. The first of my upcoming bus trips that I want cancelled is three days away.

               

              [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

              Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

              FAQ

              Regards,

              *****

               

               

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