Complaints

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

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• 

  Jefferson Lines

  2100 E 26th St Minneapolis, MN 55404-4101

• 

  Jefferson Lines

  120 Wyoming Ave SW Huron, SD 57350-1845

• 

  Jefferson Lines

  1101 Troost Ave Kansas City, MO 64106-3006

• 

  Jefferson Bus Line

  501 Nebraska St Sioux City, IA 51101-1346

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:03/28/2023

  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.

  In Dec. 2022 I bought a bus ticket for my mom to travel from ****** to ************ before Christmas. We had a snowstorm coming and the bus company canceled basically all travel in ** for several days, with no option to get her to ************ before Dec. 25. In January we contacted Jefferson via their website and said we wanted a refund of $36.20, the amount we'd been charged on 12/12/22 for her one-way ticket, and a few days later my mom got an email back from ************************** saying they'd refund her money but since it was paid in cash a refund check would be issued and mailed to her address (the charge appears on her **** as "Jefferson Lines ************ **" in the amount of $36.20, trans. ID ************************. She wrote back and said it had been paid with a credit card, at which point ********* said that the transaction was handled through a third-party payment processor and card information was never retained, so she'd get a check anyway. I know that Jefferson Lines and Greyhound cooperate on routes in ** so I'm not sure why our request got bumped from Jefferson to Greyhound, but we didn't really care who was dealing with it as long as she got the refund. Much back and forth later, the customer service people have been very polite but we're clearly getting the runaround and no refund. The latest email apologizes again for being "beyond the time frame" of ***** business days to process a refund check (more like 8 weeks), said they "will send an escalation" but it's been a while again since we've heard from them and it seems they're just trying to wait us out...

  Business Response

  Date: 04/03/2023

  Hi,
  
  Thank you for reaching out. We have taken the time to investigate the complaint below and unfortunately were unable to find a refund request form submitted online through JeffersonLines.com. Without the form, we do not have a reference for the confirmation number used for travel. We also do not see the confirmation number provided in the BBB complaint. Could this please be provided? This will allow us to better research this case.
  
  Thank you!
  JL *************

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  To make a long story short I had gotten a non refundable bus ticket from online back in oct 2021. I had to cancel my trip due to a miscommunication from a friend. So I got a hold of Jefferson lines and they gave me online credits. So fast forward to Febuary of this year I've been trying to get a bus ticket having to call Jefferson lines customer to use my credits. The person I talked to said their systems were being upgraded and check back in a couple of weeks (which I completely understand) so now it's March and I'm having problems getting ahold of Jefferson lines customer service so I can use majority of my credits. I've been trying to call them for almost a week now and no one is in the office at all.

• Initial Complaint

  Date:01/26/2023

  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.

  Playing with my refund do to your miscommunication and none real customer service You TAKE money right away then play games when YOUR company cancel This isn't professional!!

  Business Response

  Date: 01/27/2023

  Hi
  
  Thank you for reaching out. We have reviewed our systems to find a non-refundable ticket was purchased by the consumer for travel that was impacted by severe national weather on December 24th, 2022. We also see the ticket was purchased through Greyhound.com. As Jefferson Lines and Greyhound are two separate companies, we would not have the funds to refund the ticket.However, despite this, we see that our Refund Coordinator provided the option for an online credit in the amount of the unused ticket ($112.49) on January 6,2023. A response was never received by the consumer.
  
  We have gone ahead and applied the credit amount of $112.49 to an online account under the email used in this correspondence. The consumer should review their email to find a password reset link from Jefferson Lines.
  
  Thank you,
  Jefferson Lines *************

  Customer Answer

  Date: 01/27/2023

   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.

• Initial Complaint

  Date:12/15/2022

  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.

  I had a paid ticket for Tuesday. November 22, 2022 to leave ********* ** at 11:40 a,m, to ****** **. My confirmation #*** 326 90. I was at the pickup location at 11:00 a.m. the bus never came. My sister-in-law called Jefferson lines at 1:30 to see why no bus came to *****************. The answering machine message said there was no futuristic information about this route. We waited until 2:30 and then went home. Immediately I spent two hours to talk to someone at Jefferson. I have tried 4 or 5 days since with no luck. The refund line says ***** then asks how it can help me, but just continues to say this with over and over again not giving me a chance to say anything. This bus left from *********** **. The # I called was ************** and the number listed for the *********** office. Since the bus never had a pick-up on Nov. 22 I wanted my refund of $72.38 for a one way trip. I would not have wanted or needed another trip as this was the only option I had in the first place. Thank you in advance for looking into this complaint. I never got a ticket since I ordered on the phone and only got a confirmation # which I was to give to the bus driver along with my ID.*********************

  Business Response

  Date: 12/19/2022

  Hi,
  
  Thank you for reaching out. We investigated the customer feedback and found that the ticket provided was for travel subsequently cancelled by Jefferson Lines due to unanticipated circumstances. Because the ticket is valid for travel for up to one year, a written request for a refund is needed to inform us of how the passenger would like to close out this ticket. Until this message, we have not received a refund request from this passenger through our online refund request form.
  
  We will use this complaint as a written request for a refund and will issue a refund to the passenger for the amount of the purchase less any used portion of the ticket up to the date of the refund. This refund will be sent to the address listed on the complaint and will be issued within the next 10 business days.
  
  Thank you,
  Jefferson Lines

  Customer Answer

  Date: 12/26/2022

   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:12/06/2022

  Type:Billing 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.

  All the bus tickets they sell are non-refundable. But when they canceled my bus without notifying me they say they would give me a company credit provided I paid $20 rebooking fee. Fist of all Im from ****** and not sure when I will be in ************ again. Second of all, why do I have to pay for rebooking if its the company that canceled the bus that day on October 20

  Business Response

  Date: 12/08/2022

  Hi,

  Thank you for reaching out. Jefferson Lines strives to ensure we provide every passenger with a thorough review of their concerns.
  
  Based on the information provided, we were able to identify that the ticket referenced was purchased in person at our Fargo depot, which sells non-refundable and refundable tickets. A non-refundable ticket was purchased. Additionally, Jefferson Lines makes every effort to get the passengers on the next available bus in the event of a cancellation. Our agents made two calls to the passenger to inform them of their impacted travel: the first was on 10/19/22 at 5:56 PM, the second on 10/20/22 at 11:25 AM. Agents were unable to leave a voicemail due to the voicemail system not set up.

  We also find an inbound call was received by the passenger on 10/20/22 at 8:36AM in which they were offered a reissued ticket at no cost. This was declined by the passenger. The passenger was later offered an online credit in the amount of the ticket, which they also declined.  

  For the above reasons, Jefferson Lines is unable to provide a refund for the referenced ticket.
  
  Thank you,
  Jefferson Lines

  Customer Answer

  Date: 12/09/2022

   I am rejecting this response because:

  I am not satisfied with the business response. No refundable ticket was offered to me ever at the bus station, and I had to be in *********** on that particular day and no later than that. A credit was offered but I would have to pay additional $20 for the rebooking fee. No missed calls were in my call log on those dates from the bus company I expect a credit with no further changers whenever I feel inclined to use it throughout the year

   

  Kind regards, *************************;