US Coachways, Inc.

US Coachways follows and adhers to the guidlines set by the FMCSA.
US Coachways does not concur with your statement that the drivers were not within their legal limits. All drivers log are audited by the DOT and the FMCSA and should they find any discrencies we will respond to them.

US Coachways has reviewed the consumers complaint and is offering the consumer a $50.00 credit to be used for future services. It is our understanding that the consumer had made a change through our online portal the evening before her scheduled services. Any changes have to be reviewed and approved...

by management during regular business hours. The consumer is notified instantly that changes are not guaranteed unless they receive a confirmation stating the request has been accepted by US Coachways. The consumer did not receive this message therefore is not entitled to any refund.

Per the provisions of the agreement the consumer agreed to the following..... General PoliciesIn the event that U.S. Coachways, Inc. for reasons of beyond it's control, is unable to perform under this contract, and unable to provide replacement transportation, which U.S. Coachways, Inc. shall select in it's own discretion, U.S. Coachways, Inc. liability shall be limited to a refund of any monies paid by the customer hereunder, without regards to incidental, consequential or special damages, whether foreseeable or not.  Customer specifically acknowledges US Coachways is not liable for any and all consequential damages, including, but not limited to, the costs of hiringsubstitute and/or additional transportation, spoiled catering, food and/or beverages, concert, theater, sports and/or other event tickets, admissions cost,reservations, plane or train tickets, and/or any and all other losses related to cancellation, mechanical failure, traffic delay, late pickup or no-show ofrequested transportation.  Please close the case basedf on the supplied information.

Due to mechanical failure beyond US Coachways control we were unable to provide all services as contracted. 
US Coachways Inc will be issuing a refund in full for the (2) buses which were not utilized.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because      I never got a response fro Brittany about the speaker, if they have it or not.  I would like to speak to the media or law authorities regarding this whole situation so that no one has to go through what we did with this company.   I ask that the case remain opened.  Revdex.com, please let me know how I can move forward with the media and law enforcments.  Thanks for your help.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been...

resolved.
Sincerely,
[redacted]
The company did call today and indcate that the money orders willed be mailed today therefore hopefully I should receive by sat. 6/**/14.

The consumer has accepted a $300.00 refund. US Coachways will be mailing out the consumers refund check today.

USC has reviewed the consumers complaint and have cancelled the duplicate booking and refunded the consumer in full for the $1004.00 charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved...

because:

Yes I was refunded in full but this business should compensate our team for unexpected monies, effort and time that I had to expend to make up for their company's ineptitude.
 My experience with this company was deplorable at best downright disrespectful at worst.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Awful service and the response to what they admitted was completely unacceptable behavior by our driver has been a bad experience as well. Do not use this company.

We have reviewed the consumers complaint and a request for refund has been denied.US Coachways does concur with the consumers statement that (10) Motor Coach Buses were contracted. US Coachways had dispatched (8) motor coaches to the consumer and due to mechanical and or safety concerns...

US Coachways had provided enough mini coach buses for the remaining passengers. All buses were utilized for this day and services were provided.

We apoligize for the inconvenience.
A check in the amount of $1600.00 will be mailed today. The check # is [redacted]

The consumer was offered a $250 refund for the replacement vehicle in which was supplied.The consumer statement that the difference in cost between what was reserved and what was received is inaccurate.The consumer has declind the $250 refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved Every step of this contract and your business  practices are misleading. I wish have we have read the reviews prior to renting. Since apparently this company will not take responsibility, I will have to escalate this claim by requesting another investigation into this company to a possible class action thru the Attorney General and and every other consumer affair agencies as well as  responding back to the television stations investigative department.  We didn't receive what we requested period. Because of the crunch in time we had to be at our destination we had no choice but to use your unsafe bus, the one we never requested as a way for you to avoid being sued. You purposely mislead the consumer. Your company even tried to settle for a ridiculous low amount to settle this which proves wrong doing
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

US Coachways Inc has reviewed the consumers complaint and decline to offer a full refund. It is the opinion of the consumers that the bus was not up to DOT regulations; the USDOT annual inspects all buses and has determined this bus to be safe for passenger carry. US Coachways stands by its previous...

offer of $100.00

Review: -Sent buses that were smaller than contracted, resulting in people being removed from our trip (with a company subcontracted without my knowledge).

-Buses arrived significantly late due to driver stopping three (3) separate times to close the compartment under her door. All that was needed to close it was a screw driver, but she instead tried to use a piece of scrap metal. I ultimately borrowed a screwdriver from a truck driver and fixed the bus myself.

-Buses leaked mysterious black liquid on luggage in luggage compartment.

-Customer service was unreachable for help during ordeal and required calling in additional travel assistance from [redacted].

-Buses were used on other charters during time that they were contracted to be parked at a hotel (which I was billed for yet they never used).

-Buses that were to be parked <10 miles away. Instead, while one of the buses was on another charter, it apparently received a flat tire... which resulted in it arriving after 1 pm when it was to have arrived by 10.

-Bus driver took additional detours that resulted in our end arrival time being roughly 5 hours longer than originally scheduled.

-Cell phone that fell between cracks of bus, was visible, and was to be removed and returned to [redacted] was instead removed, sent on the wrong bus, returned to the bus company office, where it was subsequently stolen by the [redacted] of [redacted] and never shipped as he had assured multiple times.

-Due to extreme delays and lack of food due to uncertain delays, pizza was called in to be delivered to us along the route.

-3 disputes have been filed with [redacted] where they have blatantly disregarded the core concerns and instead focused on one check mark (of the multiple I checked) on their complaint form about the old / dirty buses they sent.Desired Settlement: 50% refund due to lack of customer service, terrible delivery of services, incompetent employees, failing equipment, and most importantly: using contracted buses on other charters during paid overnight trip time resulting in significant delays to my charter--which I would like to remind you was THE ORIGINAL CHARTER.

Business

Response:

US Coachways has reviewed the consumers complaint and has offered a $395.00 refund because of the shortage of seats and time delay. The provisions of the agreement in which the consumer entered upon stipulate the US Coachways reserves the right to lease equipment through a third party to fulfill its agreement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business has offered insufficient remedies ($395) for well over $1,000 in damages. In addition, I was contacted by a representative from US Coachways who tried belittling and hard balling me into accepting a minimal offer. This company is not only negligent, they are also unprofessional. US Coachways was contracted for two 56 passenger buses a full weekend overnight trip with buses to be parked at location specified in contract. Instead, US Coachways subcontracted two one-way transfers with 55 passenger buses (smaller than we ordered, from a company that offers nothing larger than 55 passengers). The result of two one-way transfers is that the second bus company was using these buses to complete other charters during time that they were being paid for by me, on which one of the buses got a flat tire and resulted in an exorbitant delay to my charter and my trip. It's one thing to subcontract a company, but it's another to knowingly subcontract a company for less services than I was billed for. In addition to the monetary damages incurred I am also seeking the fare difference between the charter I paid for and the charter I received, the numerous other issues and complaints detailed in my original complaint, as well as compensation for the blatant disrespect of myself and my time that I have experienced from US Coachways in the form of a 50% fare refund ($3,942). This amount is sufficient to cover services rendered while also compensating damages and losses experienced.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have yet to receive payment from US Coachways.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The consumer has never signed and returned the general release form accepting the offer. We will reissue this

Review: On August **, 2013 @ 10:46 am a quote was sent via email by [redacted] in the amount of $4,550.00 to charter a bus to multiple states for a total of 361.4 miles. We were told it required a **% deposit and must book withing ** days of the quote or the quote would be unvalid. He also informed us that once booked, the reservation could be canceled within 30 days of the event date with a charge of $100. Additionally, the full balance must be paid ** days in advance of the trip date which was March **, 2014- March **, 2014. Moreover, we missed the ** day booking deadline and had to get another quote. [redacted] sent another quote on December **, 2013 @ 12:34 pm in the amount of $5,169.47 with a total mileage of 1276.60. He originally quoted us incorrectly and that resulted in an increased price which was fine. The deposit and terms previously stated were then reinerated. "**% deposit, $100 cancellation fee, full balance paid within ** days of trip and book within ** days of quote or a new quote will have to be made.

On January **, 2014, we agreed to place a deposit down which we assumed would be **% of $5169.47 which was around $1550.84 but we were informed at the time of booking that it would be $1628.38 which included an administration fee. This was NEVER stated before nor was it stated anywhere in the quote OR the contract. I still agreed and placed the deposit down. On January **, 2014, $1628.38 was charged to my account. We were told that our remaining balance was due February **, 2014. On January **, 2014, my account was charged by US Coachways in the amount of $1799.56. I did not call them to authorize this charge and was perplexed as I was under the understanding that my balance was due in February. $1799.56 was not the remaining balance but only a portion of the balance. I proceeded to call [redacted] to see why this occurred as he told me numerous times that no other charges will be made until ** days prior to the event. During this call, [redacted] was EXTREMELY rude and rushed me off the phone and had no intentions of resolving this issue. As a result, I formally cancelled my reservation in writing on January **, 2014 @ 3:13pm and requested my full refund ($3427.94) minus the $100 cancellation fee. On January **, 2014 @ 3:37, I was contacted by [redacted] who said that she was [redacted]'s Project [redacted]. She apologized and said that she will now handle our charter and urged me not to cancel. She also expressed that the additional charge of $1799.56 was a computer glitch. The computer tried to charge the full balance but our card was declined so it too the $1799.56 instead. She also stated that per their terms, there will be a $250 cancellation fee. Not only did you charge my card WITHOUT my authorization, you are also charging me not $100 cancellation but $250. Where exactly did this figure come from? I then tell [redacted] that I no longer want to do business with them as they keep go back and forth with prices, contract terms and if this experience sheds any light on how business will be come March, I would like no parts of! I agree to the $250 but urged [redacted] to charge only $100 as we were told on numerous occasions that it would be $100 and not $250. January **, 2014 @ 3:35pm my reservation was cancelled. I was told that I would receive my refund by January **, 2014. On February **@ 3:26pm, I emailed [redacted] because I had not received my refund and its going on two weeks. [redacted] emailed me on February **@ 4:05pm and stated she will touch base with her finance department as they are done for the day. On February **, 2014 @12:20pm [redacted] emails me and says, "If you do not receive refund by next week. Please email **@**.com. Please as they work on the refunds in the order in which they are received" Im sorry, but who was the one who charged whose card without permission in the amount of $1799.56 because of a computer glitch? I have total charges of $3407.94 and I have made reservations elsewhere but can not make a deposit wit $3407.94 of my funds tied up because US Coachways made a mistake!Desired Settlement: Funds in the total amount of $3407.94 should be returned to the card they charged minus the $100 cancellation fee. There was never a discussion of a $250 cancellation fee until I decided I no longer wanted to do business with US Coachways so I think its fair to pay what was discussed, the $100 fee and thats all! Funds should be returned as soon as possible as it took seconds for them to illegally charge my account due to a "computer glitch".

Business

Response:

I have reviewed the consumers

complaint and please find our findings below.

Consumer

states that they originally received a quoted of $4550.000 and was informed by their

[redacted]es rep that they must book within ** days.

This information is incorrect;

yes the consumer was quoted an amount of $4550.00 but US Coachways policy is

that we book on a first come; first serve basis; pricing can change at any time

due to availability. This is the same scenario as booking an airline ticket

where prices can change at any time. If consumers book during an off peak period

or in advance notice to their trip date rates may be lower; the consumer failed

to take advantage of this offer at the time and when they called back at a later

date the consumers rate had increased due to low availability.

US Coachways policy as per the

attached example clearly indicate that a **% deposit is due upon booking and

final balances are to be paid ** days prior to their charter date. Should the

consumer cancel ** days in advance prior to their charter date we would impose

a $100.00 clerical fee for charters consisting of $5000.00 or less. Any

charters of $5000.00 or more would result in a $250.00 clerical fee.

The consumer has been refunded

less the $250.00 fee.

I

kindly request that the Revdex.com administratively close this case based on the provided

terms and conditions in which the consumer signed and agreed to.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The quote was given on December **and a deposit was made within the ** days on January **. When I called to ask about the price change, I was told that it was an admin fee NOT that it was off peak season and that prices could change at any time. News to me! Once again the information is being changed. I was told and it was stated in the policy that the quote would be honored if deposit was made within ** days. Please show me in your policy that it said otherwise.

Additionally, the BIGGER ISSUE at hand which was NEVER addressed is that US Coachways took funds out of my account on January **for the deposit amount of $1628.38 AND an additional $1799.56 on January **. They were unauthorized to charge my account for ANY such balance when it state in their policy: "US Coachways deposit policy:

We require a **% deposit upon securing a reservation when your trip date is outside ** days. Once the date is within ** days all balances become due and need to be paid in full." That was just 6 days???!!! Our event was scheduled for March [redacted], 2014. When I called to ask about it as well as cancel, I was told that it was a computer glitch. See below email from [redacted]:

On Thu, Jan **, 2014 at 3:37 PM, [redacted] <[redacted]> wrote:

[redacted],

We have received your notification of cancellation. I apologize for the 2 charges it was a glitch in our system and I have discussed this with my finance department and they can refund you the second charge However, as per our terms and conditions there will be a 250.00 cancellation fee if you would still like to cancel.

Review: US Coachways has failed to pay for service rendered in the amount of $9400.00Desired Settlement: Payment in full for services provided

Business

Response:

US Coachways is in the process of reconcile our outstanding balance with our affiliate vendor and payment will be made within the next 5 business days.

For the 2nd time in less than 8 months US Coachways has not been able to secure drivers for our school field trips. Both times they took our payments, and did not call to alert us to not being able to secure drivers. On our end, for both trips, we called a day or two to confirm the trip, only to be told by them that they could not get us drivers and would not be able to transport our students. Neither time did their company contact us to alert us of this. Had we not called we would of discovered this by waiting for a bus that would never arrive. Extremely unprofessional company with poor customer service. We will never recommend this company to anyone.

Review: I purchased a 30 seat charter Aug. **-**, 2015 to Richmond Va. After the money was transferred the agent

notified me because I did not have 30 passengers they would send a 24 seat charter. I asked would I be

getting refund due to smaller vehicle, he stated no but it will be a 2014 charter.

-A old City Express bus arrived.

The original rest stop was the Delaware House.

-The driver stop at a convenience store gas within New York, he began to slight drift while driving

we offer him water, he then stopped at the [redacted] House in New Jersey.

-The driver fell asleep while on the turnpike again drift and swerves. This being over top disrespectful.

I asked him to pull over to next rest stop I could call dispatch and get another driver. He told me to be

quiet, did not stop or reduce his speed. There were trucks and cars that honked their horns at the charter.

I called dispatch reported his falling asleep and driving.

The driver then stopped again at the Maryland House.

Then in Va. the bus was awakened from the noise of the bus driving on the shoulder of the road.

The bus was in hysteria, the driver was asleep driving at a high speed. He swerved over to get back in the

lane. Once again arguing being disrespectful. I asked him to pull over get himself coffee or something.

He refused kept at the same high speed driving.

This driver put my family as well as other drivers at risk for injury or death over his reckless driving.

-The event the charter was rented for driver come 1hr late after I called hotel/dispatch/agent used

for booking.

What to be quick getaway to enjoy a church function became a ride from hell.

Contacted made 2 complaints with U.S. Coachways, their reply was $50.00 off next charter within

one year to use.Desired Settlement: Partial refund.

Business

Response:

US Coachways has looked into this matter and found not evidence to support the consumers claim of reckless driving or endangering the passengers safety.I find it hard to believe that based on these allegations that the consumer would not have contacted the authorities if they felt there life's had been in danger. US Coachways stands by its offer of a $50.00 credit to be used towards future services. ?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here

First the dispatcher of this organization was notified, if they look at their records they will see the complaints of his driving as well as his nasty attitude was reportedto the dispatcher. If the dispatcher did not log this in his records, the whole company is a scam. Not notifying the state troopers was my mistake. My daughter was being ordained a minister I wanted to be there, truthfully and I was hoping he would get it together.I will provide a copy of the phone call from my cell to dispatcher.Second, when I contacted the agent I made the reservation for the charter I disclosed everything about this driver, from the driving. his very nasty attitude,and not showing up on time for the pickup. I had a 12:15pm pick up to be a church at 12:30 pm for a 1:00 pm program. The program was 1 hr. I spoke to the driver to remind him. He showed up 1:30pm, after I called the dispatcher, the agent I reserved charter, and even the hotel he was staying. I will also get phone records of this.Third, when I reserved the charter it was for a 30 charter, the agent I worked with notified after I reserved, due to not having a 30 passengers, they would be sending a 24 seat bus, I asked about refund for smaller bus, he did say no but it would be a 2014 bus. I received a old bus.Last if the company believed none of the above happen, why offer anything. After this incident I read some of U.S. Coachways reviews, the occurrences I hadexperienced from the driving, to the mannerism of the drivers plenty other customers have experienced. It is a shame when a company will not take public safety seriously when their business is dealing with the public. Sleeping and speeding behind the wheel puts the passengers on the bus, drivers on the road, and the driver,he placed HIS SELF in jeopardy.Yes, the customer rep. offered $50.00 toward future travel and I declined.psafeseriouslyn order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

US Coachways stands by its previous response as all of these rebuttals have already been previous addressed. Our final offer is $100.00 refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I also stand by all my previous statements, but will agree to $500.00, but not to be used for towards future travel.

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,