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:04/06/2024

  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.

  Wisconsin Coach Lines has posted their route on their website. My issue is that this company has recently left customers disenfranchised by not operating during the hours advertised, and also left customers stranded in cities they dont live in. On April 5th, 2024, I took the Coach bus to *********, ** from ******, **. I caught the bus at the ************** Center at around 3:58 pm, per the schedule posted online. I planned on returning to ******, taking the Coach bus leaving the ********* ****************** at 8:55 pm. The bus didnt arrive, and when I and other riders called the number listed on ****** *************) we got a message that they were closed. This business has an app that is supposed to have up to date route information but didnt notify riders of a delay or cancellation. I ended up having to take an Uber back to ******, an unintended expense resulting from the questionable practices of this business. I left the station after 10 pm and the bus still had not arrived.

  Business Response

  Date: 04/08/2024

  Please apologize to the customer, as the original bus had a safety issue and we needed to change buses.  Unfortunately, like airlines, making a change like this can be lengthy and the trip ended up running over 90 minutes late, but it did operate. We are not sure what phone number the customer called, as it may have been an answering service that we hire. Almost all of our trips operate as normal, but safety is of utmost concern, which is why we chose to make a bus switch, although it delayed the trip.  Again, we are sorry for any inconvenience this may have caused.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If I were taking an airplane, Id go to the airport. There, Id be able to get information about my flight and any delays or cancellations from someone working for the airline. I could probably even download an app the airline offers that would have the latest information about my trip. At the very least I could find a phone number to call where I could also get information. However, Wisconsin Coach Lines doesnt have anyone at the ********* ****************** to give you information. Although they have an app, it doesnt notify customers of delays or cancellations of a trip. And apparently the phone number listed for this business is just an answering service that nobody answers. I dont know why they would expect people to wait for 90 minutes for a bus they dont know is coming, but this isnt the first time recently *** personally had an issue with the bus not arriving within a reasonable frame of the scheduled time. Generic comparisons to other forms of transport seems disingenuous considering that standard wasnt met. Please consider posting bus delays and/or cancellations on your app because your response is simply insufficient.

   

   
  Regards,
  
  *************************

  Business Response

  Date: 04/12/2024

  We thank the customer for their feedback and are working on solutions for the rare time that something like this does happen.  Unfortunately we do not know when people will travel on our buses based on the nature of the service we offer.  Mechanical safety issues can happen and we try to keep them to a minimum.  We are also working with the ******************** terminal regarding improved communication inside the ******************.  Again, we are sorry for the inconvenience.

• Initial Complaint

  Date:01/23/2023

  Type:Billing 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.

  On Jan. 18, 2023, I went on the Wisconsin Coach Lines website to purchase a bus ticket from *******, ** to downtown *********. I clicked on the "Commuter" as opposed to the "Airport" option. I have never used this service before. The next page contained fields to enter your departure and destination stops. The stops were *************************** (*******) and *************************** (*********). The fare it came up with was $29 round-trip plus $3 in service and fuel charges. I thought that seemed like a lot, but I made the purchase with my Citibank debit card and received a digital ticket with a barcode.When I got on the bus at the appointed stop and time and presented my digital ticket to the driver, he said he couldn't accept it and asked if I was going to the Airport. I said I was going to downtown *********. He told me the fare was only $4.50 in cash one-way. I couldn't believe I had purchased a $32 online ticket when the cash fare was only $4.50.I called Coach Lines the next day (Jan. 20) to explain what happened and request a refund. I was given the runaround and told I must have gotten on a "different" bus. I said no, the bus had arrived at the exact stop and time listed in their online schedule and it was a Coach *** bus, so it couldn't be another bus. I was then told by the customer service person to send my refund request in writing to ************************************** This address is a joke. You get a boilerplate response from what is likely an automated bot. I got an email reply 1/23 telling me that "per the Terms and Conditions, all sales are final but you can use your ticket within 365 days." How can I "use" my ticket if bus drivers can't take digital tickets?I paid $32 on their website and another $7-$8 in cash on the bus for this one trip. Either there is a serious glitch on their website that takes consumers to the wrong area, or they are gouging people who buy tickets online versus on the bus. Either way, they should issue a refund in such a case.

  Customer Answer

  Date: 01/26/2023

  I was contacted by the business, Wisconsin Coach Lines, on Jan. 25 via email saying that they were going to process my refund within 3 to 5 days.

  
  

  Once I have received the refund I will withdraw the complaint.

  
  

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

  Business Response

  Date: 01/26/2023

  It is unfortunate, and we are sorry, that the customer was confused navigating our website as well as the different services we provide. We operate multiple transportation services between ******* and ********* with different bus stops and the customer purchased a ticket for the incorrect service.  Online tickets are only available for customers using our Coach *** *********************** that has a stop at the ********* in ******* off I-94 with service to ********* and ****** using the expressway. The customer wanted, and did ride, our commuter inter-city bus service that operates between Downtown *******, Downtown ****** and Downtown ********* on mostly local roads.  ************ is not express and the fare is much less since it operates on local roads.  A refund back to the customer's credit card in the amount of $32.70 is being processed.  Please allow up to 5 days for the refund to appear on the credit card.  In the future should the customer have questions or need to talk to someone *********** encourage the customer to contact us locally at ************ or at wisconsincoach.com to provide local customer service from the southeastern ********************** area.  Thank you.  Wisconsin Coach Lines.

  Customer Answer

  Date: 01/30/2023

  [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. 

  However the business is completely wrong that I "confused" the navigation on their site and bought a ticket for the wrong service. The only way someone can "confuse" navigating a business's website is if that site is poorly constructed and confusing. I did NOT purchase a ticket for airport service from the Brat Stop.  I clicked on their ****************** button and entered my pickup stop and drop-off stop in downtown Milwaukee, and was taken to a page with a price of $16.75 one-way and $29 round-trip. There was no option to purchase a $4.50 ticket. It said that you can purchase your ticket from the driver on the bus, but that it may cost more, not less.

  They are blaming me for their confusing website. I will never purchase a ticket online on their site again.
  

  
  
  Regards,
  
  *************************************