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:03/17/2023

  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 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

  Date: 03/19/2023

  Can we have your order ID number?

• Initial Complaint

  Date:01/21/2023

  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.

  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

  Date: 01/23/2023

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

  Customer Answer

  Date: 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

  Date: 02/01/2023

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

  Thanks

  Customer Answer

  Date: 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,

  *****

   

   

• Initial Complaint

  Date:12/22/2022

  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 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 Answer

  Date: 01/02/2023

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

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for your experience with your reservation (#**********). We understand how frustrating and uncomfortable it was to wait outside in the cold and for the way our staff treated you. This is not the level of service we aim to provide.
  While we are unable to offer a full refund, as a gesture of our apology, we have issued a $20 credit to your account for future travel. We are also reviewing this incident with our team to ensure it does not happen again.
  Thank you for bringing this to our attention.
  
  

  Customer Answer

  Date: 05/19/2025

  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. 
  

  To whom it may concern,
  
  
  Its been over two years since this issue began, and the response Ive finally received; a $20 credit with a 10-day deadline, is both underwhelming and insulting. After such a long wait, its disappointing that this is the extent of the accountability and effort put forth by your team.
  
  
  Clearly, your organization is capable of acting with urgency, when it suits your interests. Im rejecting this resolution. I expected a meaningful response and appropriate action after such a prolonged delay, and this offer falls far short.
  
  
  I sincerely hope both your team and the driver involved reflect on the impact of this situation and have the days you deserve.

   

  [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,

  Tyler

   

   

  

  Business Response

  Date: 05/29/2025

  Due to a technical issue, we did not receive the BBB email regarding your claim. We recently noticed your case and have now responded. Sorry about that. Since more than one year has passed, we are unable to issue a refund to the original payment method. However, we will maintain the $20 credit as compensation. Let us know if you accept it.  Ourbus, as the bus service provider, has been contacted to see if they can offer additional compensation. If Ourbus provides further updates, we will reach out via email.
  

  Customer Answer

  Date: 06/01/2025

  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. 

  So because of a technical issue on your end. More than 2 years have passed ; going on three without any acknowledgement or resolution for the issue I provided extensive documentation on. I refuse your measly ********************************************************************************* the matter.
  
  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,

  Tyler

   

   

• Initial Complaint

  Date:12/18/2022

  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.

  *** 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

  Date: 12/19/2022

  Please kindly provide us with your confirmation number.

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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,

  *******

   

   

• Initial Complaint

  Date:11/29/2022

  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 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 Answer

  Date: 12/10/2022

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

  

  Business Response

  Date: 12/19/2022

  Can you please provide the confirmation number?

  Customer Answer

  Date: 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,

  *****

   

   

• Initial Complaint

  Date:11/28/2022

  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 gotobus confirmation # is WDT541058, departing from *******, ** at 10:00 AM to **************** in ***. We boarded at 9:30 AM with elderly, infants, small children, and adult passengers. We encountered holiday weekend traffic, that caused delays to our schedule, and despite our driver being initially requested several times (then demanded several times) to stop for a break, we did not stop until we reached the ******** House at 4:10 PM and given 20 minutes. In addition to being outright unlawful, the driver did not seem empowered to alter the schedule to accommodate our needs. I've tried numerous times to reach the number provided on my invoice (*************************, ************), however, no one is answering the line, the voicemail is consistently full, and I've had no other option available to redress this issue.

  

  Business Response

  Date: 12/14/2022

  I am sorry to hear your experience and failed to meet your expectation.

  I understand it has been a while and we are no longer able to fix your past experience, however, would you please kindly let us know if there is anything we could do to make it up? We'd happy to solve it.

   

  Thank you