Complaints

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

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• 

  Coach USA

  160 S State Rt 17 Paramus, NJ 07652-2669

• 

  Coach USA

  349 1ST Street Elizabeth, NJ 07206

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:08/22/2025

  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.

  Coach USA bus did not arrive at ******************* (**) on August 16th, 2025. /nI arrived at the bus stop at 8:02 AM, a way before its scheduled departure at 8:15 AM. Yes, I know where the stop is, I've been using it on weekends to get back to ************** since 2021. /** had to find a phone (mine had no reception) and called customer service at 8:32 AM, and representative told me the bus would arrive 10 min later. It did't. I called them again at 9:03 AM, and another representative told that bus had already left. Then I spoke to her supervisor, who insisted the bus did visit the stop. I filed the complaint. Maybe bus did visit the stop, but if it happened a way before schedule, why should it be my problem? /nThen I sent them a bunch of emails on Aug 18, Aug 19, Aug ************************************************************** order to get to ***, and I had extra expenses for carpool and train ticket, while my Coach USA bus ticket was left unused. Not to mention an enormous amount of stress I had that entire day. Instead of getting to the city at 9:50 AM, I managed to arrive after 8:30 PM. Carpool is not that easy to find when you are standing in the middle of nowhere with a nonworking phone./nCustomer service was not helpful at all. All they have done withing the past 5 days was keep sending me emails asking to complete their survey how they did to resolve the issue to my satisfaction. This must be some kind of joke, because no question was answered and no problem was solved. They pretend they don't see photos of all tickets I keep sending them every day.

  Business Response

  Date: 09/12/2025

  The matter was escalated to management, and we must share our sincerest regrets for the experience you had. 
  
  We will be more than happy to refund the amount for the trip that was impacted; however we would not be able to compensate for external costs. 
  
  In order to issue the refund for the trip, we would require the exact email address the ticket was purchased under, the date it was purchased and the correct ticket or order number. 
  
  We did see that you stated below the ticket details was not very readable, so if possible, the date of purchase and the email address used would be very helpful for us to proceed. 
  
  In the most recent email, you made mention of a trip on August 31st, we do acknowledge that as well. 
  
  It would be a pleasure to have the ticket portion reimbursed to you.
  
  Patiently awaiting your response with the details in order to have this actioned.  

• Initial Complaint

  Date:07/11/2025

  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 was going to take a coach from ******** to ************************** with a wrong trip ticket. Theres no signs to show where is entrance of Coach USA station. The workers did not know how to get into the entrance, either. I tried to ask several staffs, each of them showed me different ways to get into the entrance, but they were all wrong. Because of Coach USAs irresponsible service, I didnt have the chance at all to take the coach to **********. I request refund for the round-trip ticket.

  Business Response

  Date: 08/01/2025

  Hello and thank you for contacting Coach USA.

  We're sorry to hear about the experience the passenger had, however, after reviewing with our dispatchers at the stop, our pickup points are all labeled and are easily accessible for boarding.

  Further to that, the passenger has already used their ticket for travel, we're unable to provide a refund at this time and apologize for any inconvenience.

  Kind regards.

  Customer Answer

  Date: 08/01/2025

  
  Complaint: 23584991
  
  I am rejecting this response because: the bus station is not easy to find at all. It is Coach USAs full responsibility to put signs of their bus station, but they failed. Your response is trying to shift the blame, which is disgusting. This is a fraud against the customer. I already filed a complaint against the corporation through the bank, ******************************************, and 
  ************************. Whether you issue the refund or not, I WILL DO ANYTHING TO MAKE SURE YOU GET SUED.
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:06/22/2025

  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 6/22/25, the morning bus which was to pick up at 6:************** to ************** was a NO SHOW. This caused extreme stress given flight time schedules. I am demanding an immediate refund for the round trip value for tickets I have used with Coach USA. This is unacceptable

  Business Response

  Date: 07/13/2025

  Hello and thank you for contacting Coach USA.

  Upon reviewing this passengers claim, we are unfortunately unable to offer any compensation regarding this matter. Our records indicate that they were able to successfully use their ticket as it shows the ticket was scanned at 6:04am on the date in question.

  We apologize for any inconvenience.

• Initial Complaint

  Date:04/24/2025

  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.

  I had a reservation for bus travel from Brookfield to Chicago O’Hare Airport. The bus arrived 20 minutes late and then broke down at the Milwaukee stop. Passengers, including myself, were given no clear information about when a replacement bus would arrive. To make matters worse, the driver informed us that the next scheduled Coach USA bus had been cancelled due to a lack of available drivers.
  
  This experience was not only frustrating but extremely stressful, as I had an international flight to catch. Given the uncertainty and delays, I had no choice but to arrange alternative transportation via **** in order to reach the airport on time. This incurred an unexpected and significant expense.
  This situation was entirely avoidable and reflects poorly on the reliability of Coach USA service. I am not requesting compensation for the stress caused by this event, but I am seeking full reimbursement for both the unused bus ticket and the **** fare, totaling $211.68.
  
  Coach USA’s response so far—a credit for the bus ticket only—is both disappointing and dismissive. It fails to acknowledge the full extent of the inconvenience and costs imposed on the customer. This type of response undermines trust and reflects a lack of accountability.
  
  After reviewing other customer complaints, it appears that this type of incident is unfortunately not uncommon with Coach USA.
  
  I request a full refund of $211.68.
  
  Thank you.

  Business Response

  Date: 04/25/2025

  Hello and thank you for contacting Coach USA Customer Service.

  We're sorry to hear about the unforeseen disruption this customer experienced on their trip and apologize for any inconvenience caused.

  At this time, we have provided the passenger with a complimentary one-way ticket as well as a full refund of the $45.00 paid for the ticket with which the incident occurred. 

  We regret that we would not be able to facilitate the reimbursement of the **** charge.

  One again, we apologize for any inconvenience caused.

  Customer Answer

  Date: 05/04/2025

  [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:02/18/2025

  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 placed and order online and the order was delivered but never received. Coach is refusing is resend my order. I cannot dispute the charges because I used Afterpay and they said they are not responsible for items not received.

  Business Response

  Date: 02/19/2025

  Hello and thank you for contacting Coach USA Customer Service.

  We believe we have received this complaint in error. Coach USA is a transportation service provider, we are not affiliated nor or we partners with the COACH fashion brand.

  Kind regards,

   

• Initial Complaint

  Date:02/10/2025

  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.

  CoachUSA Bus service consistenly no-shows, leaving me waiting for over 30 minutes for buses that are on their schedule but never arrive. I am seeking a credit in the amount of $15 for your latest NO SHOW 9:34am bus on Monday 2/10 that has caused me to miss an important exam and FAIL MY CLASS!!!!!!! This is ABSOLUTELY UNACCEPTABLE, COACH USA HAS ONE JOB!! TO ARRIVE ON TIME AND STICK TO A SCHEDULE AND THEY'VE FAILED EVEN THIS! No wonder they are in bankruptcy!

  Business Response

  Date: 02/19/2025

  Hello and thank you for contacting Coach USA Customer Service.

  We appreciate you bringing this to our attention.

  At this time, we have reached out to the passenger directly to have this issue resolved.

  Thank you for contacting Coach USA.

  Customer Answer

  Date: 02/19/2025

  [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:11/13/2024

  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 name is ***** ******. I placed an order from COACH on their website in JUNE and returned all the items later the same month. The tracking shows delivered and I have waited for the refund process till Sep. *** their return department said the return label was not created by them and thus refused to refund me. Can BBB team give me some suggestions on how to solve the problem? Hope to receive an email regarding this:)

  Business Response

  Date: 11/13/2024

  Hello,

  Thank you for taking the time to contact CoachUSA on behalf of the complainant to explain the issue they encountered recently.

  Based on the information shared, the complaint shared is not related to Coach USA but rather COACH the fashion store.

  We regret that we are unable to assist in that as we are not associated nor are we affiliated with the COACH brand.

  Kind Regards,

  ***** *.
  Customer Service Escalation Supervisor

• Initial Complaint

  Date:10/29/2024

  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 booked a ticket for a bus from Milwaukee Intermodal Station to Milwaukee International Airport for 3:40pm on 10/28/2024. I arrived at the Intermodal Station around 3:25pm to ensure I did not miss the bus, I even double checked both the application and the website and both indicated that the next bus would be at 3:40pm. By 3:55pm no bus had arrived and so I called customer service. They informed me that the 3:40pm bus had been cancelled (without notification) and that the next bus would be at 5:40pm. Unfortunately, I had a 5:21pm flight meaning that I had no other option but to book an Uber (which cost me an additional $32 on top of the $13 I had already paid for the bus that never came). CoachUSA tries to get out of responsibility by claiming I can use the ticket anytime over the next 365 days, but that does not help for individuals like myself who are visiting and need to catch one very specific bus.
  
  CoachUSA not only did not provide the service they were paid to provide but they are now also refusing to refund for the service they failed to provide. I would like to request both a refund and a credit for the additional travel costs I had to incur as a result of the cancellation of this bus (which, again, was done without any notice at all to customers who had purchased tickets for that bus).

  Business Response

  Date: 11/02/2024

  Hello,

  Thank you for taking the time to contact CoachUSA on behalf of the complainant to explain the issue they encountered recently. Based on the information shared, the complaint shared is related to the cancellation of a bus trip the complainant had intended to travel on. We sincerely regret any inconvenience the complainant may have experienced and we assure you that we are working to have this matter resolved.

  Our Customer Service Escalation Team is currently reviewing the information and are in the process of completing an investigation. Once the investigation is completed, a fair resolution will be provided in a timely manner. We will be corresponding with the complainant and provide the resolution directly.

  Once again we appreciate you bringing this matter to our attention.

  Rohan M.
  Customer Support Supervisor
  Coach USA | Megabus

• Initial Complaint

  Date:09/09/2024

  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.

  I tried to get on a newark airport express bus and the driver wouldn't let me on and was extremely rude. It was the 1:50 bus that picked up near *********** Sunday sep 8 2024. I just want you to all know how rude that driver was.

  Business Response

  Date: 09/10/2024

  Hello ***************, 

  I appreciate the information you provided about our employee and I apologize for this incident.
  
  Customer service is our highest priority. We wouldn't be who we are without you, our valued customer.
  
  The details of your complaint are currently under review with our escalation team.

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

  Kind regards, 

  Markeda 
  
  

  
  

• Initial Complaint

  Date:09/08/2024

  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.

  The complaint is I have to pay for a child ticket for a 3 month old. For one a one way ticket is $9.90 which is absurd. I commute to the city for work and childcare. Its understood that a child that sits in a seat pays the price but how dare you child an under the age of 2. This now will cause an economic hardship on a few parents. There are not many parents that travel with an infant so complaining to Coach USA makes no sense. Due to this I may need to find another job just for a 3 month old commute. No other transportation company charges for a child under 2. You will lose a lot of business due to the inequality of greediness for money on infants.

  Business Response

  Date: 09/10/2024

  Hello ***************,
  

  I will be happy to assist you.
  

  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. Our goal is to ensure we are doing everything we can to make our customers happy.  
  

  Did you purchase your tickets online or did you purchase your tickets in person?
  

  Once we receive this information, we can further assist you with this matter.
  

  I look forward to hearing from you.
  

  Thank you for choosing Coachusa. We appreciate your business.
  

  Kind regards,
  Markeda