Complaints

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:12/30/2022

  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.

  Our******* website offers service from ************* to *********** Casino, CT, but when i ordered my ticket, they said there is no service to the casino, The bus drops off in ********** **.This should fall under the False Advertisement.I spoke to their customer service via chat, they said they will NOT do refunds, only company credit.

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Rally Communitas Corp. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 08/02/2023

  Dear Team,
  
  We are really sorry that we couldn't address this complain before. However, this has come to our attention recently. ** ******** contacted us for an error on our website, which led to a discrepancy between the advertised destination and the actual drop-off location for the ************* to *********** Casino, ** route.

  We take full responsibility for this oversight, and we have taken immediate steps to rectify the issue. Our website has been updated to provide accurate information about our service routes and destinations. Additionally, our customer service team has undergone additional training to ensure that they provide accurate and transparent information to our customers.

  Regarding the issue of refunds, we acknowledge that there was a miscommunication with them. Our standard policy allows for both refunds and company credit as options for compensating customers in cases of service discrepancies. However, in this specific case, we understand the customer's preference for a refund to their original payment method. Since it's been more than 6 months and we couldn't process a refund. We are issuing a coupon to the customer and email notification has been sent to the customer confirming the coupon code.

  We also attempted to reach out to the customer via phone to personally apologize and address the concerns. However, we were unable to establish contact at this time. We will continue to make efforts to connect with the customer and provide any further assistance required.

  At **********, we value our customers and strive to deliver reliable and seamless transportation services. We deeply regret any inconvenience caused and are committed to improve our operations to provide an exceptional customer experience.

  Thanks & Regards,
  Rally OurBus Team
  ***************
  *****************************
  

   

  
  

• Initial Complaint

  Date:12/27/2022

  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.

  I booked a bus ticket to ** with OurBus and I needed to cancel 1 out of 4 tickets I booked as I could no longer travel. It wasn't specified clearly when I clicked cancel that I could not just cancel the ticket for one person but had to cancel for all and rebook and pay the extra fare. Even on the chat, the agent admitted that it was confusing. I had to pay an extra $102 to rebook the tickets for my friends. How is one supposed to know that you can't just cancel one of the tickets if you have booked multiple...

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Rally Communitas Corp. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 08/03/2023

  Dear Team,
  
  We are writing in response to the complaint filed by *** ******* regarding their experience with booking a bus ticket to ** through OurBus.
  
  We want to extend our sincere apologies to ******* for the inconvenience they faced during the cancellation process and the delay in response. We acknowledge that there was a lack of clarity regarding our cancellation policy, leading to confusion when ******* attempted to cancel only one out of the four tickets booked.
  
  After investigating the matter, we found that the customer had already canceled the tickets and received a refund in the original payment source. However, we understand that the confusion and the subsequent rebooking resulted in additional expenses for customer, which is indeed regrettable.
  
  We take customer feedback seriously, and we are committed to continuously improving our services. As a result of this incident, we have already taken steps to address the issues with our cancellation process. Our goal is to ensure that all our customers have a smooth and transparent booking experience with OurBus.
  
  In recognition of the inconvenience caused to the customer, we have offered them a $50 coupon to be used for their future purchases with OurBus. This coupon is a gesture of goodwill and an attempt to make amends for any inconvenience customer has experienced. We have dropped an email to the customer with coupon details and a apology.
  
  We want to assure you that we value our customers' feedback, and it is through such incidents that we learn and strive to do better. We apologize for any disappointment customer may have experienced and assure you that our team is committed to providing exceptional service to all our customers.
  
  If there are any additional questions or concerns related to this matter, please do not hesitate to contact us. We appreciate the opportunity to address this issue through BBB, and we are dedicated to maintaining the highest standards of customer satisfaction.
  
  Thank you for your attention to this matter.
  
  Thanks & Regards,
  Rally OurBus
  <***************>
  *****************************

  
  

• Initial Complaint

  Date:12/05/2022

  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 November 14, OurBus cancelled their 6:00 PM ET bus from ********, ** to **************** due to driver illness. They informed ticket holders that they would refund within 3-5 business days. I had paid for the trip using $26.50 of previously-purchased OurBus credits and $15.99 through PayPal. By November 22, over a week later, I still had not received my refund, so I contacted them via email. After three weeks of back and forth, the company admitted that they had mixed things up and agreed to process my refund on November 28. According to the company, my credits should have been available within ***** hours and my refund within 3-5 business days. A week later, I have received neither my credits nor my refund. I tried to log in to see if my credits had been returned, and I received a message that my account had been deactivated. I have tried calling 4-5 times and have been unable to get a human response. In addition, the company has avoided responding to my requests via email.

  Business Response

  Date: 08/03/2023

  Dear Team,
  
  We are writing in response to the customer complaint filed on November 14 by *****, regarding an incident related to a cancelled OurBus service.
  
  We want to express our deepest apologies to the customer for the delay in response and the inconvenience they have experienced with their refund process. We acknowledge that there were significant delays and lapses in communication on our end, which caused undue stress to the customer.
  
  Upon thorough investigation, we found that the delay in processing the refund and the subsequent issues with account access were due to internal errors and miscommunication within our team. We take full responsibility for these mistakes and assure you that we are taking immediate steps to rectify the situation.
  
  As it is been more than 6 months and we couldn't refund the transaction. We have offered the customer a $43 coupon code which can be used for the future purchase with OurBus.  We have send them email to notify the same. We tried reaching out to the customer via call to apologies but our attempt was failed.
  
  Regarding the deactivation of customer's account, I want to clarify that this action was taken as part of our standard policy when a customer disputes a transaction with their bank. We deactivate accounts temporarily to ensure that we can address the dispute properly and provide a satisfactory response once we receive the reason for the dispute. However, I understand that this may have caused additional inconvenience to the customer, and I apologize for any misunderstanding or lack of communication on our part. However. the account is now activated and customer can make the future purchase.

  We deeply regret the customer's unsatisfactory experience, and we are committed to improving our customer service and overall customer experience. We have already implemented measures to enhance communication channels and address customer queries promptly and effectively.
  
  Please convey our apologies to the customer on behalf of **********************, and assure them that we are dedicated to resolving this matter satisfactorily. If there are any further questions or concerns from the customer or ********************, please do not hesitate to reach out to us.
  
  Thank you for your understanding and cooperation in helping us address this complaint. We are committed to learning from this experience and improving our services to prevent similar incidents in the future.
  
  Thanks & Regards,
  Rally OurBus
  <***************> 
  p
  

• Initial Complaint

  Date:11/28/2022

  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.

  Ourbus advertises coupons that lets customers buy them at a price and avail of discount on bus rides. These coupons state on their face "3 rides", "5 rides" or "10 rides". But in reality, they are not actual rides, but bookings only. Often times customers have to change bookings and ourbus allow customer to cancel a booking and re-book another one at no additional cost. But, when a ride is booked with these coupons and then cancelled, it's used up. Even though the coupon states "3 rides" for example, I am not able to use them on 3 actual rides, just 3 bookings which did not actually constitute a ride, an actual seat in a bus. This is clearly deceptive practice.I bought one such coupon for US$33 and booked only 1 ride. I had made 2 other bookings which I had cancelled and had to re-schedule. Even though the coupon says it can be used for "3 rides", I was only able to use it on 3 bookings and not on actual 3 rides. Ourbus mentions this somewhere at the bottom in fine prints, but not on the face of the coupon which is what customer would believe in when they buy the coupon.I got cheated. I ended up spending $33, but was able to only save $15 on an actual ride, and I would like OurBus to refund me the difference, and change the face of the coupons to clearly say "3 bookings" and not use "3 rides".

  Business Response

  Date: 08/03/2023

  Dear Team,
  
  I hope this message finds you well. We are writing in response to the complaint filed by ************************ regarding his experience with our voucher offerings.
  

  We want to apologize for the delay in response and inconvenience caused to ************************ due to the usage of our voucher. We have carefully reviewed his feedback, and we acknowledge that the current wording of our voucher, stating "3 rides," "5 rides," or "10 rides," can be misleading and lead to misunderstandings.
  
  We take customer feedback seriously, and we are committed to enhancing the transparency and clarity of our coupon descriptions. To address this matter, we have already begun working on updating the face of our coupons to clearly state "3 bookings," "5 bookings," or "10 bookings," reflecting their usage more accurately.
  
  Regarding customer's specific case, we understand that he purchased a coupon for $33 but was only able to save $15 on an actual ride due to the booking cancellation process. We sincerely apologize for this discrepancy and the frustration it caused him.
  
  To resolve this issue, we have offered a $33 coupon that he can use for future purchases on OurBus. An email has been sent to the customer, apologizing for the inconvenience they have faced and the coupon code as well. Moreover, we tried reaching out to the customer via phone to apologize but we weren't able to connect at the moment.
  
  We want to assure BBB that we take our customers' concerns seriously, and we are actively implementing measures to improve our services and provide a better experience for all our valued customers.
  
  If you require any further information or have additional questions regarding this matter, please do not hesitate to reach out to us.
  
  Thank you for your attention to this complaint, and we appreciate your cooperation in helping us address this issue promptly.
  
  Thanks & Regards,
  Rally OurBus
  <***************> 
  *****************************