Customer ReviewsforTrans-Bridge Lines, Incorporated
8 Customer Reviews
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- Highest Rating
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Review from Ley W
1 star01/09/2024
This is the 2nd time I have attempted to request credit for the unused tickets for the commuter pass. The customer representative said they don’t give refunds for unused tickets in the commuter books but their website policy says different. If the refund policy have changed then they should change their policy in their page. In the past they used to reimburse the unused tickets without asking me questions. However, when I called yesterday they kept asking me questions on what is the reason I am not using the remaining tickets. In November I lost over 15 pass and they never returned my call to discuss. This is totally unacceptable because their passes are expensive.Trans-Bridge Lines, Incorporated Response
01/09/2024
Trans-Bridge Lines does not provide refunds on Commuter Passes that have expired. The policy is correctly stated on the website as follows: Commuter / Multi-Ride Pass Refunds: Refunds on unused Commuter / Multi-Ride passes must be requested prior to expiration. Unused Commuter / Multi-Ride passes requested for refund will lose their discount provided by the Commuter Program. Valid, partially used, commuter passes will be refunded by first subtracting the full one-way adult fare value multiplied by the number of used tickets from the actual sales price of the original discounted sales amount. At times, this will result in no refund. Should a refund exist after the loss of discount, there will be a 5% administrative fee applied to the total remaining value of unused passes. To request a refund on Commuter Book passes only, please call 610-868-6001. Passes will be refunded to the debit or credit card used. All other tickets, including One-Way, Round-Trip, Reduced Fare, Cash Fares, and Pier Transportation are non-refundable. The customer has purchased four passes. Two passes were completely used. Their November pass expired, making it ineligible for a refund. Their current pass is active. This customer called our office on Monday, January 8, and spoke to a representative who asked questions to pass the information on to the proper person. The customer's message is currently in queue to be returned today to determine if a refund is due based on our refund formula as outlined above.Review from Nelida G
1 star11/28/2023
I booked a trip for my office for the holidays. I saw that I recieved a receipt email but never checked it for accuracy. The trip is Sunday so I checked the seats etc and found that the person who took my reservation overcharged me and booked for 7 instead of the 6 I made the reservations for. The last name on the reservation is not even a name I gave her. When I called to get my money back for THEIR mistake I was told NO REFUNDS OR CANCELLATIONS. I said I was doing neither but was trying to get a refund for the overcharge. A mistake on their part. They said absolutely not. That is theft. They overcharged me and would not refund me. I will now be contacting th better business bureau and my credit card. This is no way to do business. If your worker made a mistake it is not the client's problem, it is the business's problem. I cannot imagine doing business like that in my field or any field of business. They said since I did not see it immediately that they are not responsible!!!! WOW wonder how often they do this and then keep the MISTAKE.Trans-Bridge Lines, Incorporated Response
12/07/2023
Trans-Bridge Tours, Inc. has communicated with this customer and offered several possible resolutions. It was agreed that the extra ticket would be sold to another customer and a refund for the seventh ticket was processed for Ms. DeMartino. Trans-Bridge Tours considers this matter resolved.Review from Jeremy S
1 star05/26/2023
Hello, Very bad experience with customer service - I would also put 0 star if I could. I had a monthly pass for 10 trips and I was only able to use 2 out of 10 for personal reasons (got covid19). I called in to see if I could use them or get a reimbursement as I read in T&Cs. The lady did not want to help at all, saying the same, cutting me off. 8 trips or $120 we were talking about, so I was hoping for more humanity and kindness. Nothing. Upset, I said : have a bad day as I have - thanks to Transbridge, she answered you too! Great experience, thank you!Review from Shanaye H
1 star01/30/2023
Funny enough. I did not (and will not ever ride this bus) my experience with this company was, beleive it or not, as I was driving. I was almost run off the road by one of your drivers. How absolutely disgusting! To think they would go as far as to endanger themselves, me and those in my car, those who paid to entrust their life in their hands as they travel and others on the road is just absolutely low. What a shame. The number of the bus was * ***.Trans-Bridge Lines, Incorporated Response
01/31/2023
Dear Shanaye, In order to investigate your claim, can you please provide some additional details of your experience? What day and time did this occur? What road/highway were you traveling? Trans-Bridge Lines will await your reply. Once received, we will thoroughly examine the situation, including viewing surveillance video of the bus. Upon completion, we will follow-up with you regarding this negative review. Sincerely, Trans-Bridge Lines, Inc.Review from Melanie A.
1 star10/24/2022
If I could give it zero stars I would. Purchased 4 round trip tickets ahead of time as recommended on their website. Four of us as a travel group were left stranded at port authority on October 22, 2022 with a “sorry guys, no bus”. What’s worse is that nobody is responding to my phone calls or emails to get a refund. I would not have purchased the tickets ahead of time were it not recommended on the website. I will never use them again, and neither should you.Trans-Bridge Lines, Incorporated Response
10/25/2022
Dear Melanie, Your email was received on Sunday, October 23 at 8:30 p.m. Please know Trans-Bridge Lines is not ignoring your request for a refund, but rather we are experiencing a higher-than-usual amount of emails. We apologize we have not responded quicker. Due to a last-minute situation regarding our motorcoach driver, Trans-Bridge Lines was forced to cancel your run. This was not a planned cancellation by any times, and was the result of the ongoing challenge our industry is facing with a driver shortage. We will certainly refund your tickets. You will be receiving a call from our Customer Service Department to process your refund with you. We are using the phone number attached to your account in order to contact you. We sincerely apologize for the negative experience you had with using our service.Trans-Bridge Lines, Incorporated Response
10/25/2022
CORRECTED RESPONSE: Dear Melanie, Your email was received on Sunday, October 23 at 8:30 p.m. Please know Trans-Bridge Lines is not ignoring your request for a refund, but rather we are experiencing a higher-than-usual amount of emails. We apologize we have not responded quicker. Due to a last-minute situation regarding our motorcoach driver, Trans-Bridge Lines was forced to cancel your run. This was not a planned cancellation by any means, and was the result of the ongoing challenge our industry is facing with a driver shortage. We will certainly refund your tickets. You will be receiving a call from our Customer Service Department to process your refund with you. We are using the phone number attached to your account in order to contact you. We sincerely apologize for the negative experience you had with using our service.Review from Kimberly F
1 star10/14/2022
First time taking a 3 day trip with transbridge, we did the haunted happenings to new England and Salem, first et me say I was super excited about this trip, my husband was taking me for my birthday, highly disappointed, the 6 hour bus trip alone almost killed me,the lizzie borden house was excellent and the Jack o lantern roger Williams zoo was amazing, the dinner that was included in our package was just awful, horrible, who wants dried up Turkey, box stuffing and box mashed potatoes, so so disappointed!! Not to mention that we had to be up at the crack of dawn for the next 2 days, to be rushed around!!! 700 dollars so not worth it!!! Peace out salem???2022!!!Trans-Bridge Lines, Incorporated Response
10/18/2022
These comments were incorrectly submitted to Trans-Bridge Lines Inc. The review is in reference to our affiliate company, Trans-Bridge Tours, Inc.Review from Bob B
1 star09/12/2022
Avoid at all costs. This company is either totally incompetent or a straight up scam. The website clearly said (as of 9/12/22) that a cash fare from New Hope to NYC is $45 when paid to the driver. The driver however insisted that it was $55! (I have screenshots of the website that I’m happy to provide.) Even if it is the best case and the driver was right, Transbridge should honor what was on the website—obviously, if the correct price had been on the site, I would have purchased the ticket online and saved myself over $10. DO YOURSELF A FAVOR AND JUST TAKE THE TRAIN. More frequent, more transparent, more reliable.Review from Melissa H.
1 star10/11/2021
Our bus started SMOKING 2 stops before our destination and we ended up pulled over on the side of the road with 7 cop cars. I was told the new bus would take “a whiiiiiile” as it was the last bus out on Friday night but I could take an Uber and would get reimbursed as there were only 2 of us left. No one ever called and when I emailed, customer support told me that they were not responsible for any of it. Not worth the new, increased $40 one-way price.Trans-Bridge Lines, Incorporated Response
10/14/2021
Trans-Bridge Lines acknowledges that we suffered a breakdown on Friday, September 10. While driving the motorcoach, our driver received an alert of a malfunction. The driver took the proper action by pulling over to the shoulder of the road and calling our Dispatch Department to report the breakdown. The bus had a ruptured coolant hose, and that created steam, which the passenger mistook for smoke. The Dispatch Department informed the driver that a rescue vehicle would be sent, and would arrive in approximately one hour. The driver was instructed to inform the passengers of this timeframe, which he did. Area police were notified that we had a breakdown, and the bus was on the shoulder of the road. Six police vehicles arrived as a precaution, as the bus protruded outside of the shoulder area due to its size. The remaining passengers on the motorcoach chose to take other transportation rather than wait for Trans-Bridge Lines to provide another vehicle to complete their travels. The driver took the names of the passengers to pass along to his managers should they need the information. The driver has been interviewed and no promise of Uber reimbursement was made to the passengers. Further, the passengers did not request a phone call from our Customer Service Department. The passenger did email our office to which they received a response apologizing for what occurred, however, they would not be reimbursed for choosing another source of travel. A resolution was in place to get the three passengers to their destination, and they made a conscious decision to not wait for a new vehicle. We apologize that this passenger does not think our service is worth their money, however our fares were not “newly increased”. Our fares have remained unchanged since November 1, 2020, as per our website: https://transbridgelines.com/wp-content/uploads/2020/10/All-Fares-PABT-Surcharge-Fares-Combined-Nov-2020.pdf Ultimately, Trans-Bridge Lines did everything within our power to address the breakdown, provide alternate transportation, and take all necessary safety precautions. VIEW TRANS-BRIDGE LINES POLICY UNDER FAQS & RESPONSIBILITIES LISTING: https://transbridgelines.com/faqs
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