Complaints

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

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Megabus Northeast, LLC has 13 locations, listed below.

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• 

  Megabus Northeast, LLC

  349 First St Elizabeth, NJ 07206-4010

• 

  Megabus Northeast, LLC

  Union Station Washington, DC 20002

• 

  Megabus.com

  815 Pierce St. Houston, TX 77002

• 

  Megabus USA, LLC.

  4400 S Racine Ave Chicago, IL 60609

• 

  Megabus

  118-128 10th St, Pittsburgh, PA 15222 Pittsburgh, PA 15222

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:11/14/2023

  Type:Sales and Advertising 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.

  reservation 5/9-1384-111823-M23R-0930-PHI-NEW I purchased 4 tickets going from a location in ************ to ***, round trip for 18Nov23. First, the return tickets (***-***) were cancelled, and a refund was given for that portion of the trip only. I was left with tickets that were no longer a round trip. A refund was requested for the first portion (***-***) and that was denied. So now I am going to *** with no return trip. Then, the location as to where the bus was leaving from *** was changed. So now, I am leaving from a new location that I did not originally select and cannot get home. The company refused a refund for the remaining one-way tickets. When I purchased the tickets, there is a reasonable expectation that they would not continue to change the locations, departure times, or trip in general. All these changes made the trip useless as I had an itinerary to follow that required the specific times and locations that I booked.

  Business Response

  Date: 11/17/2023

  Hello ***,

  I will be happy to assist you today!

  I apologize for the frustration you are experiencing. Our customers matter to us, and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.  

  I have reviewed your account and see that we have successfully refunded you in the amount of $58.94 on November 16, 2023.  I also see you have been refunded in the amount of $44.95 on September 19, 2023.
  
  Please allow 3-5 business days for the funds to show in your account.
  
  Thank you for choosing Megabus. We appreciate your business.
  
  Kind regards, 
  *******  
  

  
  

  Customer Answer

  Date: 11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/30/2023

  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.

  I purchased a ticket for a bus from ************ to ** in April 2022. The bus never showed up. I was issued a code for the value of the bus which I am now being told has expired. The value of money does not expire and this is fraud.

  Business Response

  Date: 10/11/2023

  Hello ******,
  
  I am eager to address your concern, but I can't find your account.
  
  Please resend your information along with your reservation number so we can investigate and respond to you.
  
  If you do not have your reservation number,please respond with your trip details (origin, destination, date, and time of travel) and the email address used to make this purchase.
  
  Thanks for choosing Megabus.com. We appreciate your business.
  
  Kind regards,
  
  *******

• Initial Complaint

  Date:09/15/2023

  Type:Order 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.

  Megabus cancelled my trip from *******, ** to **********, ** on 9-30-23 due to inclement weather. I contacted them numerous times by both phone an email to issue a refund, They assured me on all occasions that they would issue a refund, but it never showed up. Booking number 2-7434-093023-M94R-1100-ATL-MON. They refused to send an email confirmation of any refund.

• Initial Complaint

  Date:07/19/2023

  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.

  I was involved in a traffic accident on a megabus traveling from ************* to ************ on 6/22. I have called and called these people for information with no response. I was able to finally track down the police report. I spoke with a gentleman from Megabus last Tuesday who offered me my fair back but we were disconnected. I called back and got someone else who stated they weren't doing anything. Here's the report number for the accident you all can't seem to find. PA2023-826846

  Business Response

  Date: 07/29/2023

  Hello **********,
  
  I am sorry to hear that you have experienced this issue and for any inconvenience that this has caused you.
  
  We have refunded you in the amount of $19.99USD on 7-29-2023.  
  
  Please allow 3-5 business days for the funds to return to the account associated with the payment method used to book. 
  
  Thank you for choosing megabus.com. We appreciate your business.
  
  Kind regards, 
  
  Megabus Customer Support Team
  
  *************************************;

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair 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.

  On more than one occasion, Megabus has failed to have wifi. For those with slow phone service, or low data plans, this means the duration of the bus trip is without internet access and this is a safety concern

• Initial Complaint

  Date:06/07/2023

  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 bus ticket for 1:50am in the morning to get to ******** for a job interview. I arrived at 1am and waited for 3 hours for a bus that NEVER showed. Everyone that booked a ticket for the same bus were there and everyone said the bus never arrived. I called Megabus twice and when I got to a representative, I was hung up on both times. I emailed three times and never received a response. Then they deleted my comments on their Instagram account. I would never ride for this ************* again. Boycott megabus.

• Initial Complaint

  Date:06/04/2023

  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.

  when you travel with megabus, you ride with confidence and comfort..I booked a round trip from ** to ******** and arrived at the bus station, after waiting over an hour passed the departure time did We struggle to finally find someone who told us that trip had been canceled. He couldnt provide us a number to call but only an email and told us if theres space we can join that bus after finally getting ahold of customer service, we were told no refund can be offer after the trip is booked. They have since changed their policy and said that A REFUND can be offered. but told me theres nothing they can do for me since its pass the time. the customer service on the other line said we were notified but couldnt provide proof but even then agreed that 3 hours prior was not a reasonable amount of time by megabus but still cant help me. i booked a round trip and they only offered a one year voucher for one way because only one way was canceled so they believe canceling my trip with no notice what so ever and the fact that we couldnt even contact them that day, its reasonable to assume we should have found our own way to ******** and us the round trip ticket back. I was actually told this and he had to explain round trip to me. this company is abusing covid as a reason because the bus we were finally placed on was packed and no mask regardless of the sign, if megabus actually cares about safety or their customer they can review the cameras to see this was 100% the condition of the bus we were placed on after being told the cancelation was due to over crowding on my original trip.

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair 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.

  Im writing in regards to:Reservation # **-6142-051523-M21R-0020-WAS-NEW Date: May 15, 2023 From: **************, ************* (12:20 AM) To: ********, **, H3137****383530343639H Bus Stop - ********************************* (5:15 AM)Cost: $54.98 There was a problem with the bus or bus driver. The bus driver turned around and had ** wait for the next bus. The scheduled arrival time for this ticket was 5:15am to **, but we didnt arrive until 7:15am. Because I needed to be on time for work, the two hour delay caused me to be late to my job. Very stressful. The driver was unapologetic and wouldnt provide an explanation. H3137****383530343639H offered a voucher for future use but I wont be riding H3137****383530343639H in the future. A two hour delay is very significant, especially when the driver cant provide a reason. A refund back to my CC of the $54.98 ticket amount is a fair request.

  Business Response

  Date: 06/02/2023

  Hello *********, 
  
  Were very sorry for the long delay you experienced on your trip.
  
  We have refunded your booking in the amount of $54.98USD. Please allow 3-5 business days for this credit to post to your account.
  
  We hope you will give ** the opportunity to serve you again.
  
  Thank you for choosing Megabus.
  
  Sincerely,

  Megabus Escalation Team
  
  ********************************

  Customer Answer

  Date: 06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:05/01/2023

  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 am reaching out due to a Megabus trip taken on Sunday, April 30.I had paid for a ticket from ************ to ** but realized I needed a reverse ticket. I went to a bus driver at a nearby Megabus stop that told me to switch the direction there was only a fee cancellation.However when I returned to the bus I realized that the information was inaccurate and they charged me again for a ticket. The problem that I have with the business is that the employees jokingly took my card and proceeded to pretend as if my information didn't go through which is beyond unprofessional. As someone traveling, I found this to be very unprofessional as this is unfortunately a tactic used for people to steal information. It was happening in the middle of a torrential downpour and I was in an emergency so I did not have any other option. I bought this up with the Megabus team which did not address the issue. I am asking for my refund for this trip, and to have the behavior addressed. Thank you for your time.

  Business Response

  Date: 05/09/2023

  Hello *****, 

  We appreciate the information you provided about our employees and we apologize for this incident.
  
  Customer service is our highest priority. We wouldn't be who we are without you, our valued customer.
  
  The details included in your email has been forwarded to the General Manager who will provide feedback to the employees concerned.

  Please be advised that there is a $5.00USD standby fee for passengers who need to change their reservations same day at select Megabus stop locations. 

  We can only see where you were charged a total of $48.97USD for your order number AJREROA.

  Thank you for choosing Megabus and we hope you give ** another chance to serve you again in the future.

  Sincerely,

  ******
  Customer Service Escalation Lead
  ************************

• Initial Complaint

  Date:05/01/2023

  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.

  Hey *****,When coming to terms with compensation for the disastrous trip on 5/30/23 please remember that people were stranded for close to 6 hours. We had no where to purchase snacks, or a place to sit outside. We disembarked the assigned broken bus because it was smoking and we were inhaling the gaseous fumes of the bus. After waiting for 2 hours outside we returned to the dark for several reasons:1. Storm clouds were gathering, the winds had picked and the temperatures had dropped.2. It was getting dark.3. Most of our phones internet connections were delete, we needed to recharge.Therefore the bus that reeked of gasoline fumes was our only option. For myself I have a son who is autistic with diabetes. My small store of snacks had ran out. There was another mother with a 6 year old child.This is unacceptable. My first question is why did we switch buses? The bus that left *********, ** was operable. We were told that we were going to pick up the passengers of the inoperable bus. Once we got there we were herded out the working bus and the passengers that were headed to ** boarded the bus that we were on. Then the driver told ** that we were taking the bad bus to *******. Within 2 minutes the bus started smoking and the smell of engine oil and gasoline permeated the cabin of the bus. We were gaslighted.We were left to the environments of *******, ** for close to 4.5 hours. After charging our phones some people called door dash to deliver pizza. This is something that Megabus should have done.We reached ******* at approximately 2:15 in the morning, passed the time that ***** operates.Again your passengers were left to their own devices. Personally I called LYFT and spent $40 in carfare. This something else that Megabus should had planned out by offering there customers either Uber/Lyft vouchers.Well this 68 year old woman has had enough of this type of treatment and have declared that this will be her last rodeo with the Megabus

  Business Response

  Date: 05/09/2023

  Hello *******,
  
  I hope all is well. 
  
  I apologize for the frustration you are experiencing. Our customers matter to ** and I appreciate you bringing these types of issues to our attention so that we can investigate and get to the root cause. It is our goal to ensure we are doing everything we can to make our customers happy.   
  
  I am very sorry for the long delay you experienced on your trip.
  
  Our buses are inspected by our drivers every day but unforeseen issues can still occur on the road.

  After investigating this matter, I see the bus was broken down for 3 hours and 59 minutes. 
  
  We have refunded you the cost of your reservation for the inconvenience on May 4, 2023. 
  
  Unfortunately, we cannot provide you with additional compensation. 
  
  I apologize again for any inconvenience we have caused you. 
  
  Thank you for choosing Megabus. We appreciate your patronage!
  
  Kind regards, 
  

  ******

  Customer Service Supervisor

  *************************************;