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Business Profile

Charter Bus

Jefferson Lines

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Charter Bus.

Complaints

This profile includes complaints for Jefferson Lines's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jefferson Lines has 4 locations, listed below.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/09/2024

      Type:Order Issues
      Status:
      Answered
      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 not liabe for this debt with JEFFERSON CAPITAL LL ************************************************************************************************** i dont have a contract with the collection agency they didn't provide me with the oniginal contract as i requested

      Business Response

      Date: 09/09/2024

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

      We read your BBB inquiry and you have submitted your complaint to Jefferson Capital.  We are not Jefferson Capital - we are Jefferson Lines a bus transportation.  Please reach out to BBB to correct your inquiry.

      BBB - please note this complaint was sent to the wrong company.

       

      Customer Care

      **********************

       

    • Initial Complaint

      Date:07/23/2024

      Type:Product Issues
      Status:
      Resolved
      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 not rejecting the response but this appears to be the only way to supply additional information. My order number for travel on June 29 from *********** was *******. Thank you.


      Business Response

      Date: 07/26/2024

      ************,

      We are sorry for the interruption to your travel with Jefferson Lines.  We are happy to research this issue regarding your travel.  We need a bit more information to start our process.  Please provide us your order/confirmation number from your ticket.  We have the date of travel and departure and arrival locations from you initial communication.  Once we have this we will research and get back to you regarding next steps.

      Regards,

      Customer Care Team

      **********************

      Business Response

      Date: 07/29/2024

      Dear *****,

      Thank you for providing the order number for your purchase on 6/29/24.  We do apologize for the cancellation and will be issuing you an online credit of $65.00 which is the value of the order.  In addition, we will add a $15.00 credit to your account for the inconvenience. Please allow 3-4 business days for the credit to appear on your account.

      We hope to see you again on Jefferson Lines in the near future.

      Best regards,

      Customer Care Team

      **********************

       

      Customer Answer

      Date: 08/04/2024

       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.

    • Initial Complaint

      Date:06/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Bus scheduled to depart from *****************, it left without coming to depot. Called company twice and was told that the bus tracker was wrong, that it was on its way. After two hours it did not show up. The tracker showed the bus well on its way to **** ****. Requested a refund from web sight. No refund to date. It's been a month. Call center is a joke, worst service ever, just bold face liars if you can even get a person to answer.

    • Initial Complaint

      Date:05/28/2024

      Type:Product Issues
      Status:
      Unanswered
      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 brought a ticket from *********** to ********* on June 18th, 2024 on the Jefferson Lines website, and i paid ***** dollars for the ticket through credit card. Things happened at05/27 4:56pm.I have already seen credit card statement from the bank app, which means defiantly i have paid. But when i checked my E-boarding ticket. I found there was not any boarding pass. My money has paid, but when i filled in my information like my name, my email, and etc. The result it reveals is that i have no oncoming trip. i called the tel and emailed of Jefferson Lines. But nobody answered. I am frustrated!!! Here are two solutions :1. give the number of my order and show me the boarding pass 2. give me the full refund returned to my card

    • Initial Complaint

      Date:04/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 not liable for this debt with Sprint. I do not have a contract with Jefferson ******* Systems llc, they did not provide me with the original contract as I requested.

      Business Response

      Date: 04/29/2024

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

       

      You submitted your claim to the wrong company.  We are Jefferson Lines a bus transportation company not Jefferson Capital.

       

      BBB - please have this claim directed to the correct company.

       

      Customer Care Team

      **********************, Inc.

    • Initial Complaint

      Date:04/17/2024

      Type:Product Issues
      Status:
      Resolved
      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 rejecting this response because:

      Issue has not been resolved. No one answers the customer care phone Ph. ************** ext. 1063 or any other extension on the number tree for that matter. Cant even leave a voice message as Mailboxes are full. So I emailed, email string below. I was to receive a credit, but never received it. The only communication I was given was the bus was 2 hrs late. In the app the bus was in ********* and stayed there the whole time, for the rest of the evening. I was at bus stop at the 2 hr late ***** You say Service was provided but not at time communicated so how is that relevant? Buses coming and going at random with no accuracy of time is not a valid service. You cant communicate at time of pick up that bus is two hrs late only to come a hr later when people arent watching, cant see the bus in the app, stop for 2 minutes, and call that provided service. And to top it off not have a means for people to voice complaints and come to a resolution. I dont want a credit any longer, I dont trust the service. I want a refund. 

       

      ---------- Forwarded message ------
      On Wed, Mar 20, 2024 at 3:13?PM Service <**********************************> wrote:

      Hi, ****** -
      Thank you for reaching out regarding a refund on your ticket purchase.
      After looking into order #*******, I found that the schedule of 907 was to operated from *********** U of ** to ****** U of ** on 2/29/24. Looking through our Dispatch notifications, that specific route was not cancelled but seems to have encountered a delay while en-route. The *** shows the arrival time to ********** at 7:36 PM and departing the location at 7:38 PM. The motor coach made it to the destination of **************** per the ticket at approximately 10:22 PM and departed at 10:24 PM.

      Business Response

      Date: 04/29/2024

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

      We regret to hear about the difficulties you encountered during your recent journey with Jefferson Lines. Could you kindly provide us with the order number and the date of your travel? We will investigate your ticket and follow up with you once we've had the opportunity to look into the matter.
      Additionally, we would appreciate the chance to investigate the challenges you faced in reaching our **************** team. If possible, could you please share the phone number you called from, along with the date and approximate time of the call? This information will assist us in conducting a thorough review.
      Thank you for your cooperation.

      Customer Care Team

      ********************** 

      Business Response

      Date: 05/17/2024

      ******,

      Thank you for your response.  We understand the trip you had a delay which left uncertainty to the actual arrival time of the bus. In the interest of resolving this issue, we will issue you a refund for your purchase of order1399216 in the amount of $31.00 which is the ticket amount.  The refund has been issued and may take 5-7 business days to reflect in your account.  In addition, we will issue you a credit for $50.00 to use toward a future trip. It is in your Jefferson account now and is available for your use.  We apologize for the delayed response and hope to have you use our service in the future.  

      Regards,

      Customer Care Team

      **********************

       

       

      Customer Answer

      Date: 05/18/2024

       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. Thanks for your attention to this.

    • Initial Complaint

      Date:01/18/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a bus ticket from Jefferson Lines from ****** ** to ******** **, round trip. On the return trip, the bus left an hour late and I missed my connecting bus in ******** and they told me there were no alternatives except to go to ****, spend the night, and take a bus to ****** the next day. When I demanded a refund, they refused.

    • Initial Complaint

      Date:01/13/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Jefferson lines never communicated with their contractor, ****** Bus Lines, about their passengers.Here is the info from the ticket verbatim:Departing 11:00 AM ******* (**********),** ************************************* 12:50 PM *********, ** ******************************************* Date 01/13/2024 I entered the bus, confirmed with the bus driver that he was driving to *********, and presented her ticket. The bus driver looked at my ticket, and stated that "this is NOT your bus. I've never heard of Jefferson Lines before. This ticket won't work for me, I've never seen that scanny thing before. You can buy a ticket from me, but I won't let you on this bus". Clearly, the bus driver was confused and had no idea what was going on. I continued to wait for another bus to come, but one never came. The bus driver deceived me and caused me to wait in the freezing weather for over an hour. The bus driver is categorically in the wrong, and unjustly refused me passage on the bus. He would NOT accept my valid ticket from Jefferson Lines simply because he had no idea what was going on.

    Jefferson Lines is NOT a BBB Accredited Business.

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