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:10/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 have 195 paper tickets in excess of $1500 bought pre/during COVID pandemics that never expired in the decades I previously used them. On October ***************************** that the paper tickets are no longer accepted. I contacted the customer service (ticket # ******* in the attempt to exchange these ticket to the digital ones. The company refuses to do it or refund me the money. I could not find the appropriate information on their website, displayed anywhere I could see or notified in person by a bus driver as to the period when I could exchange them. The company states that they had a 3 month window when these tickets could be exchanged but refuses to tell me when that window was. I need help recovering the money. I am looking forward to your reply.

  Business Response

  Date: 11/04/2023

  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.  

  Unfortunately, the tickets are no longer accepted and the window for refunds/exchanges are closed.

  I apologize for any inconvenience we may have caused you.

  Thank you for choosing Coach USA. We appreciate your business.

  Kind regards,
  *******

  Customer Answer

  Date: 11/04/2023

  
  Complaint: 20803049
  
  I am rejecting this response because: COACH USA did not make an effort to inform me of the necessity to exchange paper tickets to the digital ones and is still being evasive about this mysterious "3 month window" to exchange those paper tickets. I did not see anything posted anywhere and the bus drivers did not inform me that the paper tickets were being phased out. However, the bus driver on Oct. 24 very happily informed me that the ticket is invalid and I have to pay cash if I want to board the bus. The company is not being transparent about its policy and it is costing me money, over $1500. This is unacceptable. 
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/08/2023

  Hello Eve,

  Unfortunately, the tickets are no longer accepted and the window for refunds/exchanges are closed.

  We stopped accepting those tickets in 2022.  A notice in 2022 regarding accepting red and white tickets was sent to the drivers and passengers. We are no longer accepting them.

  I apologize for any inconvenience we may have caused you.

  Thank you for choosing Coach USA. We appreciate your business.
  

  Kind regards,
  *******

  Customer Answer

  Date: 11/13/2023

  
  Complaint: 20803049
  
  I am rejecting this response because:
  
  The company's response is unacceptable. I commuted in 2022 and used the tickets. There was no notification by either driver or anywhere I could see saying that the paper tickets were being phased out. This is simply an attempt by COACH USA to increase their profits at the consumer's expense. To this day they are not informing me of the dates of this mysterious window when the paper tickets had to be exchanged. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  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.

  I am writing to file a complaint regarding my recent experience with CoachUSA's online platform. I purchased a return bus trip through the website, carefully selecting the desired trip, date, time, bus line, and destination. Prior to making the payment, the online portal indicated that all my selections were valid. However, upon printing out the confirmation, I was shocked to discover that the trip I had chosen was not available on the selected day, despite the website indicating otherwise.This unexpected turn of events not only caused inconvenience but also forced me to purchase another ticket in order to secure my travel plans. Naturally, I was extremely disappointed and frustrated to learn that the trip I had originally paid for was not actually available. It is evident that there was a technical error on CoachUSA's website, leading to this unfortunate situation.I understand that the representative I spoke with, *******, mentioned that the purchased trip is non-refundable. However, I kindly request a full refund in light of the fact that the trip I scheduled and paid for was not actually available. I believe it is only fair and just that I receive a refund for the unused ticket due to the error on their website.

  Business Response

  Date: 06/29/2023

  Hello ***** and thank you for contacting Coach USA Customer Service.
  
  
  We will be happy to assist you with a refund due to the mitigating circumstances.  
  
  
  Please allow 3-5 business days for your refund in the amount of $26.90 to be processed to the card in which you made your original purchase.
  
  
  For future reference, Coach USA tickets are not reservation based. The roundtrip ticket you purchased on 6/13/23 from ** to ******* could have been used on any of the scheduled trips we offer for up to one year from the date of purchase. (there is no day or time on any ticket, tickets are open, and seating is first come first serve) 
  
  Please reach out if you have any questions.  
  
  
  We are glad that you were able to successfully take your trip and hope to see you again soon.  
  
  
  Should you require additional assistance, please contact us at ************************************.  
  
  
  Thank you for choosing Coach USA, we appreciate your business!
  
  
  Kind regards,
  
  
  ****************
  
  Coach USA Customer Support Team
  ***************************************

  Customer Answer

  Date: 06/29/2023

  [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:06/18/2023

  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.

  I claim no expiration date was provided on any receipts or mentioned in the Terms and Services as claimed. I purchased a 10 pack of tickets on this bus line of which I used only 3.
  
  I have purchased 10-packs for ******** ****** routes for over a decade (I use to purchase airline crew tickets when available). The paper tickets never had an expiration date and would use them over multiple years.
  
  I purchased a new 10-pack on June 6 of 2022. Today I opened my account to use a new digital ticket and received the message that I had no tickets. I checked my receipt along with the Terms and Services linked to the receipts and found no mention of expiration of these tickets. In fact, I had trouble finding anything about it on the entire website so I Googled "Coach USA, expiration tickets" and finally found a site that said it was updated one year ago (after my purchase). Included are all screen shots with all of this information. I never received notice of an expiration via email or any other avenue, although I have a current account. I have no record an expiration date was provided on any receipts or mentioned in the Terms and Services as claimed. I purchased a 10-pack of one way tickets on this bus line of which I used only 3.
  
  I purchased a new 10-pack on June 6 of 2022. Today I opened my account to use a new digital ticket and received the message that I had no tickets. I checked my receipt along with the Terms and Services linked to the receipts and found no mention of expiration of these tickets. In fact, I had trouble finding anything about it on the entire website so I Googled "Coach USA, expiration tickets" and finally found a site that said it was updated one year ago, after my purchase. Included are all screen shots with all of this information.
  
  I spoke with 2 representatives today. Both said they will issue no refund despite never providing me with an expiration, nor being able to direct me where in the Terms and Conditions where it mentions an expiration.

  Business Response

  Date: 06/27/2023

  Hello Erin and thank you for contacting Coach USA Customer Service.

  I am happy to assist you with your inquiry today!
  
  As a courtesy, we have provided you with 7, one-way tickets which can be used in either direction.  Please keep in mind, tickets are valid for up to one year from today.  When you can resume travel, these tickets will allow you to do so seamlessly.  
  
  Order ************************************ will arrive in a separate email containing 7 QR codes, one for each ticket.  Please have your QR code ready to be scanned by the driver when boarding the bus. 
  
  Should you require additional assistance, please contact us at ***********************
  
  Thank you for choosing Coach USA, we appreciate your business! 
  
  Kind regards,
  
  Christina 
  Coach USA Escalations Team
  *************************

  Customer Answer

  Date: 06/28/2023

  [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. I believe this is a fair result.
  
  
  
  Regards,
  
  
  **** *******

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a ticket on 2/21 for departure on 2/22 at 10:45AM EST. However, when I arrived at the bus stop for pickup I learned that the bus departed early at 10:27AM EST. Please see attached screenshot for proof. Reservation ********