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

  1101 Troost Ave Kansas City, MO 64106-3006

• 

  Jefferson Lines

  120 Wyoming Ave SW Huron, SD 57350-1845

• 

  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:12/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a ticket for ***** for a trip from *****,** to ***********,************. The person on the phone told me to hold the ticket and upgrade it at a later date now the Jefferson lines don't want to talk about any refunds or upgrades to the ticket they just want to steal the money. I'm here in ***********, ************ purchasing another ticket to go back to ***** which makes my 3rd ticket and ****** spent when it was only supposed to be ******

• Initial Complaint

  Date:11/10/2023

  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 August 22, 2023, I purchased a one-way ticket (order number ******) for Jefferson Lines bus, route JL 966, departing Thu., Aug. 24 at 12:40pm from *********, ** (downtown terminal) to *********** (******* - **********). The transaction was for $29.50.On August 23, 2023, I received notification this route was being canceled. I immediately contacted Jefferson Lines via phone, and was told by two different associates that because they canceled and I needed to make alternative arrangements as I *had* to get home on Aug. 24, that they would issue a refund, and all I needed to do was complete their online form and request a refund. So, I did that on Aug. 23 at 1:45pm, reference number 1855364943.On September 5, 2023, I finally received a response telling me that "I did find that route 966 was cancelled prior to travel due to unforeseen circumstances" but that their no-refund policy was absolute, and that I had two options -- to book a different trip home (as I had told them, I had to make alternative arrangements, and this was WEEKS after I reached out to them), or to use a credit on the exact same itinerary within a year. I responded with disappointment, but that the credit was my only option at that point.It is November 10, and I have yet to receive the credit and keep paying for other transportation arrangements. I have since tried calling the company several times, at both their general contact number, ************** as well as the corporate number listed by BBB, **************, and the phone just rings and rings. I don't know what to do. This feels like a dishonest business that cancels its service at-will, but then decides it doesn't owe its customers any compensation for not delivering on their end of a service already paid for.

  Business Response

  Date: 12/13/2023

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

  We are sorry there was an issue with your original route scheduled on August 24th.  We reviewed your original purchase on 8/22/2023 for a non refundable ticket for a 8/24/2023 departure from LaCrosse to *********** UofM campus totaling $29.50.  On 8/23/2023 the route was cancelled and passengers were notified of the cancellation via phone messages.  You did not provide a phone number with your order so we were unable to leave a phone message of the change.  We do list all schedule changes on our website which also listed the cancellation.

  We did receive your refund request form on August 23rd.  You were contacted via email on September 5th indicating your ticket was not eligible for a refund but an online credit was offered to you which could be applied to any future travel with Jefferson Lines.  You responded to the offer on November 10th and indicated you had been waiting for the online credit.  We did apply the credit of $27.00 for the original ticket value to your Jefferson account ******, on 11/13.  That online credit is valid for 1 year from that date and can be used on any Jefferson Lines schedules across the 14 states we serve.

  You also mentioned you tried calling our customer service line at ************ which has agents available during our normal business hours of 7:30 am - 7:00 pm Monday - Friday and 7:30am - 4:00 pm on weekends.  Our corporate office ************ does provide a menu option when called with different departments to connect with based on the number selected.  Both numbers are operating and a test was made to both to verify they are working properly.  If you provide the phone number you called from we can research our call history to see what problems might have occurring during your past attempts. 

  Best **************************** Team

  **********************.

• Initial Complaint

  Date:09/24/2023

  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.

   I am rejecting this response because:  I own my own car and if they were to research my name they would find that it has been well over 10 years since I used Jefferson Line.  I don't need a credit because it will never be used.  This was a special circumstance where I was driving a family member home from *************** and did not need my car.  As it turned out I ended up renting a car in ****** and leaving it in ***********, **.  The businesses email just made excuses for their policy and the fact that they make money off of this time and time again.  The fact that I was not notified lies with them, not myself.  I will make sure that I inform anyone talking about taking Jefferson Line that they should have a back up plan because more than likely the route will be cancelled.  
  
  
  

  Business Response

  Date: 10/25/2023

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

  Thank you for reaching out regarding your recent experiences with Jefferson Lines.  We apologize for the trip interruptions you encountered with our organization.  I have researched your tickets and found the following information regarding the tickets referenced in your communication.

  Your ticket ****** on 9/18 was for travel from ******* to ******.  This run was cancelled for the day of your travel.  The ticket value of $14.26 is available for you to use on future travel purchases.  We will issue this credit to your Jefferson Lines account.  Please allow 3 business days for the amount to be added to your credit amount.

  Ticket ****** on 9/26 was for travel from ****** to Maple Grove in ***********.  ******* schedule was cancelled but you were rescheduled for the 906 on the same day.  

  Currently, we are notifying passengers by voice mail messages when a Jefferson Lines route is cancelled.  After the first of the year we will be implementing a process to send an email message with the cancellation notice and options for passengers to rebook on another schedule or get a credit for future travel.  

  Thank you for using Jefferson Lines.

  Customer Care Team

  **********************.

   

   

• Initial Complaint

  Date:07/18/2023

  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.

  Hello i purchase a ticket at jefferson lines which on June 30,2023 i was inform my ticket was refndavle..The job i was suppose to go on was canceled and ive been getting the run around and being told lies about my refund since then ticket number ****** thank you..

  Business Response

  Date: 08/04/2023

  Dear Mr. ********,

  Thank you for reaching out regarding your recent experience with Jefferson Lines.  We will need some additional information from you to properly research your request.  Could you please provide us with the ticket number from your purchase along with the purchase date?  Also, could you provide the phone number you used to call our ************* team to discuss the refund of your ticket.  We do record all calls and we want to review the calls to ensure our representatives were clear on the steps to be taken to start a refund request process.

  Thank you,

  ************* Team

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

  Business Response

  Date: 08/25/2023

  Dear Mr. ********,

  Thank you for providing the order number related to your order 743034.  We were able to research your order and review the purchase for a possible refund.  

  In reviewing the order, we found the ticket purchased was non-refundable.  There was not an option to purchase a refundable ticket for this schedule.  Typically, once the date and time of departure has past the ticket is expired and thus has no further monetary value.  We would like to make an exception and offer you the option to apply the value of your ticket as a Jefferson Lines credit.  This credit can be applied to a future purchase for any travel serviced/provided by Jefferson Lines.  It would not apply to other bus lines and their services.  Please you would like us to set up the credit, please confirm the email address to use for setting up the credit and we can get this done for you.

  Thank you,

  Customer Care Team

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

• Initial Complaint

  Date:04/18/2023

  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.

  I had a bus ticket for April 1 and a return trip April 2. There was a blizzard here April 1. I kept checking for cancellations. Around midnight it said bus 801 (my bus) was cancelled. Therefore..I cancelled my hotel (online) immediately after, around midnight, as well. I also informed my cousin I wouldnt need her transportation. I tried calling Jefferson lines customer service but it just rang off the hook. It has been ring to no end ever since. I also emailed on the morning of 4/2/23 and i got no response. Turns out it was in my spam folder. I found it a few days later. I filed 2 return emails to Jefferson bus on the 9th. I am still waiting. number ********** and ********** respectively (return numbers). I have not received a call nor has anyone picked up on the Jefferson phone number. I would like a full refund.

  Business Response

  Date: 07/10/2023

  Dear Ms ********************** you for reaching out regarding your planned trip with Jefferson Lines this past April.  Unfortunately, the weather did require us to cancel your scheduled run.  We apologize for any inconvenience this caused you.  We do prioritize our passengers safety and we do have to cancel runs if the weather creates unsafe conditions.

  In reviewing the ticket numbers you provided, we know these tickets were purchased from another company.  Tickets purchased thorough our website or one of our agencies can be refunded to our customers but these ticket numbers are not from our system.  We would suggest to reach out to the company where you purchased the tickets to receive a refund since we have not way of looking up the ticket numbers you provided in your communication.   Please let us know if you need assistance with any cancellation information for the company where you purchased the tickets.

  We hope to provide transportation for you in the future.

  Thanks,

  Customer Care Team

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

  ***********, **  55404