US Coachways, Inc.

Review: This was the absolute worst experience I have ever had with a company in my entire life. First of all the bus we received had no bathroom- though we were told we would be getting one. The air conditioning was broken in 85 degree weather, and the bus was absolutely filthy. I am so glad it wasn't a bridal party renting this bus because the bride would have had black dirt all over her wedding dress from the filthy seats (BRIDES STAY AWAY FROM THIS COMPANY) We could have looked past all of this, but the worst was still to come.

Though the driver told us the bus had issues to begin with and she wasn't supposed to be driving it, the company sent her on it anyway. We were supposed to go home to [redacted] from [redacted] at 6pm. Everyone was ready to go, but the bus broke down. Instead of making immediate plans to get everyone home, the bus driver starts crying, leaving us to try and get ahold of US Coachways to send immediate back up. After multiple attempts, we finally got ahold of someone, who made it seem like it was our fault and told us there was nothing he could do for us... 56 people stranded in the middle of a field with no water, food or restrooms and he is saying there is nothing he can do.. even though we relied on this company 100% to get us home safe. Our group started to panic and finally the customer service rep said they will get a bus ready and it will be to us in 5 hours... a group of 56 people were stranded in the middle of nowhere in the dark for 5 hours! Trying to talk to the customer service rep was a nightmare.. instead of being apologetic, he played the victim and kept saying "You are belittling me, don't raise your voice, why are you so angry?"

We were supposed to be home around 7:45 pm and we returned to [redacted] at 1:30am. This was the worst experience I have had with any company in every way: Reliability, customer service, cleanliness, safety, etc. We felt extremely unsafe. People in our group had children to get home to and other obligations that were completely ruined by their mistake. I want to get the word out to EVERYONE about this experience so it doesn't happen to them and ruin an event that should have been wonderful.

We paid $2000 for a reliable service, and our experience with US Coachways was everything but reliable. After a month we finally heard back saying they would refund $100! HA! That is a JOKE.. but I guess I wouldn't expect any different.Desired Settlement: We never received an apology, so that would be nice in the first place. A refund higher than $100- that doesn't even cover the amount of overtime babysitting money everyone had to pay for.

Business

Response:

The consumer has accepted our offer of $100.00 refund. Please consider this case closed.

Review: I used US coachways to charter 23 buses in total for a cultural event held at the [redacted] on February *, 2015. First all the buses were late at the origination addresses. I tried to contact sales person/manager to get final confirmation of buses and was never given one. Again I want to reiterate all 23 buses were late to start off. During the event I received several calls from dispatch threatening not to go to proposed locations due to timing issues. After this headache I contacted customer service the following week and spoke to [redacted] on the phone. They basically said they would refund me $200 dollars and waive all the overtime charges. I expressed how this was unacceptable. First off since all the buses were late there shouldn't be any overtime charges to begin with. According to several bus leaders the buses didn't perform as per specified routes. The route in question is some of the buses failed to visit the Temple which was an agreed upon added stop and we had paid for this service. According to my review a fair refund would be to refund $4000.00. This amount was calculated with the following parameters. Some people had to find their own mode of transportation into the city because buses did not show up. There were also several other factors which are too numerous to list. I have stated this to [redacted] in customer service and now she has conveniently decided not to get back to me. I am utterly disappointed that a huge national company would do something like this. Their core business practices and business conduct is totally unethical. They seem to follow the bait and switch approach on a daily basis. I had also wired them the money and there was an excess of $30 dollars that was wired to them in excess of what they had requested. they have conveniently forgotten about this as well.Desired Settlement: I would like a refund in full which is approximately $4,000.00 and also the $30 dollars which was an overpayment via bank transfer to them.

Business

Response:

The consumers complaint with US Coachways dispatch complained about (2) vehicles being late approximately 30 minutes; this was charter number [redacted] and [redacted]. Per our [redacted]) who took the call from the consumer all vehicles were utilized and on time. When I spoke to the client he mentioned two vehicles were 30 minutes late (Charter #[redacted] ) and one vehicle was late from Charter #[redacted] checked and confirmed and all vehicles were on time. In addition, Charter #[redacted] all overtime was waived. The client never mentioned a $30 overcharge. Client mentioned all went well with theother charters. All in good faith the consumer was offered the client a $200 refund plus a $200 credit for a future new booking.

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:

This is the first time I am hearing of the dispatcher, [redacted]. I dealt with a [redacted] by the name of [redacted]. All buses were supposed to be at the origination by 8am. All the buses were not there by 8 am and so all the buses were late. The event was unable to start on time because of this. The overpayment of $30 was sent to the manager [redacted] and she never responded.

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:

[Your Answer Here]

I used US coachways to charter 23 buses in total for a cultural event held at the [redacted] on February *, 2015. First all the buses were late at the origination addresses. I tried to contact sales person/manager to get final confirmation of buses and was never given one. Again I want to reiterate all 23 buses were late to start off. During the event I received several calls from dispatch threatening not to go to proposed locations due to timing issues. After this headache I contacted customer service the following week and spoke to [redacted] on the phone. They basically said they would refund me $200 dollars and waive all the overtime charges. I expressed how this was unacceptable. First off since all the buses were late there shouldn't be any overtime charges to begin with. According to several bus leaders the buses didn't perform as per specified routes. The route in question is some of the buses failed to visit the Temple which was an agreed upon added stop and we had paid for this service. According to my review a fair refund would be to refund $4000.00. This amount was calculated with the following parameters. Some people had to find their own mode of transportation into the city because buses did not show up. There were also several other factors which are too numerous to list. I have stated this to [redacted] in customer service and now she has conveniently decided not to get back to me. I am utterly disappointed that a huge national company would do something like this. Their core business practices and business conduct is totally unethical. They seem to follow the bait and switch approach on a daily basis. I had also wired them the money and there was an excess of $30 dollars that was wired to them in excess of what they had requested. they have conveniently forgotten about this as well. Sorry about not getting back to you sooner. I was not in the office on Friday. So we had ordered 23 buses from US coachways. They were all supposed to arrive at the origination at 8am. Not a single one was there at 8am. Now there were 4 buses that were supposed to arrive in [redacted] at 6am. These were for the performers at [redacted]. Only 3 buses showed up on time and 1 bus was very late. So what the performers did was utilized the 3 buses and passengers from the one bus had driven their cars to NYC. Now because the other buses were late the event was unable to start on time. Not sure what is meant by route changes. There were no route changes. I believe the problem is coming from sales department because I kept insisting on getting a final detailed route with the buses and none was provided. I even send the salesperson and managers an email on the day of the event and no one had gotten back to me. I am really surprised that a company who claims to be the biggest charter service would do something like this. For our event there were 43 buses in total that we had. The other company that I used had no problems. I have been really frustrated and now they even claim the [redacted] I had spoken to does not even work there. I really need your help in resolving this matter. Anything else you need please do not hesitate to contace me.So to follow up on our conversation the buses were supposed to arrive at 8am. None of them were on time. They did arrive at a later time from 8:45 am to the latest one which was at 9:45 am. This caused the entire program to shift. It was supposed to start at 10am but it did not start till 11:45am. Some buses were supposed to go to a temple in [redacted] after the event but because they were late to begin with in the morning several buses failed to make this stop. Thank you,[redacted]

Review: I ordered and paid a deposit for a charter bus and everything was in order for delivery. I had checked with the company to be sure all was in order twice within 30 days and the customer service people assured me all was reserved and ready to go on the dated I needed. A month after agreement was made and deposit paid they called me to inform me the bus I ordered and reserved is in repair and will not be able to deliver as promised. They said however for another $300 per day we can give you another bus.Desired Settlement: This would be posted on Revdex.com so future customers can beware of this bait and switch procedure they call is allowed by contract. This is a terrible way to conduct business and not deliver what is promised. With just a few weeks left for my event date I had to scramble to try to find another company to fulfill our request at a reasonable rate.

Business

Response:

I have reviewed the consumers complaint and do sympathize with the consumers outlook on this however no company not even US Coachways can predict if and when their vehicle will undergo mechanical failure.

The consumer is well aware of US Coachways Inc policy that they entered upon therefore no refund shall be warranted. This is simply a case of reasons beyond our control and not bait and switch as the consumer states.

First Come First Serve

Charters are reserved on a first come, first serve basis U.S. Coachways, Inc. reserves the right to cancel this reservation if your requested vehicle is unavailable, has mechanical fault, if client is late on their payments. If your requested vehicle is unavailable you may approve U.S. Coachways, Inc. to continue to seek other alternative vehicles to accommodate your travel needs. Authorizing U.S. Coachways, Inc. to seek another vehicle may increase your charter cost rate, you may decide at that point if you would like to proceed with the new vehicle and new charter rate.

Review: I contacted [redacted] on June** about a bus charter. He responded with a quote of $770. I confirmed a few details and had [redacted] validate the price was $770. He assured me the price and then directed me to make the reservation online. Following his guidance I entered the request online per our discussions. I submitted my credit card information to hold the reservation. My confirmation email had changed all the time drastically. I attempted to contact [redacted] and his staff multiple times. They insisted that I login and reenter the information. I tried this multiple times, but the system kept the default times. I finally got a member of [redacted]'s staff to enter the correct times and they informed me that the price would be $400 more for the charter. This final price was much higher than any of the competitors. I immediately rejected the offer and requested all of my money back. I am being told that I will not get the $100 clerical fee back because I entered the agreement. Had [redacted] and his staff been up front and honest, I would have never chosen to go with this company from the start. I never held an accurate reservation with this company. I never agreed to any of their offers. All of the discussions we had are all documented in emails.Desired Settlement: I would like a full refund of my money including the $100 fee. I have multiple emails confirming the details of my request and validation of their quote. This tactic of agreeing to a price and then changing it AFTER collecting the deposit is horrible. I now have to scramble and try to find a reputable charter service with vacancy to make my event happen without incident.

Business

Response:

The consumers credit card has been refunded in full for all fees and US Coachways has waived its clerical fee.

Review: We contracted with US Coachways in March 2015 to provide transportation to Memphis Tennessee for our group's fundraiser. After many email and telephone communications asking for specific information regarding the coach that we expected to use not being provided, we proceeded to cancel the contract. To date after many additional fax, email and telephone communications, we have yet to receive our refund ($1561.14 minus the said cancellation fee of $100).Desired Settlement: Refund of deposit rendered

Business

Response:

We will expedite the refund immediately less the $250.00 cancellation fee. ?

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:

Per Supervisor Yolanda T[redacted]' email on July [redacted], Charter #[redacted]

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

Sincerely,

Business

Response:

We cannot control the flow of how long the credit take to appear on the consumers credit card. We offered them a lower rate then what they are legally responsible for.

Consumer

Response:

Re: complaint ID [redacted], Thank you again for your help, the additional monies have posted to our account.The matter has been resolved.

Sincerely,

Review: We hired US Coachways to provide a charter bus to drive 45 children to an event at 6:30pm. They bus never showed up. We called the dispatcher who was very rude and told us he was working on it and would have a bus there in an hour or so. Children were cold and standing in a parking lot. We had to provide alternate transportation. The bus company did provide a bus to bring the child home. After speaking with [redacted] @ ###-###-#### and her boss at [redacted], we agreed to a $831 credit on a total charge of $1024 which I thought was fair. However, they have not processed the credit for over 2 weeks. I have called 3 times and left messages. No reply.Desired Settlement: I would like my credit. I also files a claim with the credit card company.

Business

Response:

I have reviewed the consumers complaint and a refund was issued today.

US Coachways has no control over the duration in which the credit can take between financial institutions. Credits can sometimes take 1-2 billing statements to appear on a credit card.

Consumer

Response:

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,

On April **, 2016, I contacted US Coachways to secure a trip from Saint Louis University to Atlanta, GA. At the time I spoke to an operator by the name of Keith L[redacted]. He walked me through the reservation process of completing an on-line itinerary. When we got to the payment portion. I advised him that our Accounting Department will need to submit a purchase order. I forewarned him that it might take a few days. However, on the next day to expedite the payment. We included our Travel & Entertainment [redacted] It wasn't until April **, 2016, after I hit the send to the Account Manager. I was notified that they only had two buses available and they are no longer available. What's really confusing, after I was informed of this by Kieth M[redacted], Manager. I received another e-mail from Max D[redacted]s indicating that a bus was available and they would give us a coupon. His email came to me about 6:30 p.m. On Monday, April [redacted], I sent an email to the manager and he responded with an attitude and thought things were calm until I addressed the issue of receiving the e-mail from Max. This company is very unprofessional and does not care about it's customers.

Review: we contact the company and I spoke with [redacted] spoke with him about the company service and I told him that we have a cheer leading team that need to travel from [redacted] to [redacted] to do a cheer competition. I advise him that we need wifi and he said that there will also be plugs on the bus that we could use. well we boarded the bus there was no plugs or wifi and the bathroom was not dumped so we rode from [redacted] to [redacted] with bathroom that seek a foul order and unsanuitary for our girls (ages from 4-17) . we was promised so much that ended our trip on the rode to be terribleDesired Settlement: I would like a refund for a wifi that we didnt not use

Business

Response:

I have reviewed the consumers complaint and US Coachways has offered the client a $500.00 refund.

Review: I have repeatedly attempted to cancel an order in processing within hours of placing the order.

I was given no confirmation of cancellation and eventually completely ignored by [redacted] and the uscoachways team.

My card was charged the full amount and I'm about to enter a legal battle with the company if they do not refund my purchase.Desired Settlement: I expect a full refund given that I have cancelled my order within hours of the initial processing of the package.

Business

Response:

The consumer will be issued a full refund.

Review: I went into contract with US Coachways for a trip from [redacted], ** to [redacted], ** picking up in [redacted], ** with an overnight stay in[redacted]. I was given a price. I put down the deposit. I received a call from [redacted] weeks after confirmation stating the price of the trip went up and I had to decide whether to keep or cancel the trip. I cancelled the trip. She assured me via emails and phone conversations that I would receive my full refund of $500.00 within 30-45 days. It was been longer than 45 days and I have not received my refund of $500.00Desired Settlement: Refund the same card that was used to make the deposit.

Business

Response:

The consumer has been refunded.

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:

As of 12/*/14 [redacted], I have not received a refund in my account for the card that was used in the initial transaction and that is located in my profile. This can be verified via my bank. What date was this refund issued, amount and how?

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

Sincerely,

Business

Response:

The refund was just recently processed. It can take up to 30 days to show up on the consumers statement between the financial insitiutions.

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 not received my refund. US Coachways stated they just processed the refund, however I have been told this in the past and have not received my refund. This is 2014, a refund does not take long to process electronically. It shows up immediately. US Coachways deducted the money immediately. Therefore, this complaint is not resolved.

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

Sincerely,

Review: On Aug [redacted], finalized an online reservation for 56 passenger bus to St. Michaels and Queenstown Outlets. Reservation was confirmed Sept. [redacted] and payment drafted on Sept. [redacted]. The price for the charter was $1496.25 which included gratituty for the driver and fee for dispatch service which was to be available for the entire trip. There was a bus from Flagship Tours which was sent out to us. Scheduled departure time was 9:00 and at 8:45 I called the dispatcher to find out the location of the bus. I was advised that he had spoken to the driver 20 minutes prior and he would be arriving in 10 minutes. The bus did not arrive until 9:25. The driver did not have an itinerary. He only knew he was going over the Bay Bridge since he was just called into work that morning. The bus was dirty, the tv monitors did not work. There were ripped seats. The bathroom was dirty; we had to get toilet paper and hand sanitizer in St. Michaels. None of the lights over the seats were working either. I called my reservation contact [redacted] immediately upon arriving in St. Michaels and advised him of our issues with the bus. He advised me to contact the dispatcher for logging purposes. I tried to reach the dispatcher twice, left a message, but did not receive a return call. I emailed [redacted] twice and sent pictures of the bus and no one has responded. Due to the distance and time constraints we were unable to wait for another bus to be dispatched.Desired Settlement: Our trip was subcontracted out to Flagship Tours without our knowledge. We feel some type of refund is due since we did not receive the vehicle nor services which we contracted for with the company.

Business

Response:

I have reviewed the consumers complaint:

The details of this matter are as follows:

Customer’s Statement of the Problem: Consumer states the bus arrived 25 minutes late.

As per the provision of the agreement in which the consumer signed.

Should U.S. Coachways, Inc. be responsible for response time or time delay due to its own fault, (defined solely by a dispatch error on U.S. Coachways, Inc.' part, and not the customer) U.S. Coachways, Inc.’s sole liability in such an instance shall be the following: 1) For any Day Trip, the liability of US Coachways, Inc. shall be limited to five percent (5%) of the Charter cost for a specific vehicle for each 30 minute period in which that vehicle is late after the first 30minutes after pick up time

As per the terms the consumer shall not be entitled to any refund for any lateness.

US Coachways has no notification that there were any other issues related to this charter as per the consumers statement. I would kindly ask for the consumer to supply with a copy of the emails sent to [redacted] along with pictures that were provided so that we can properly review the claim.

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 contacted my service rep [redacted] by phone on the day of the trip at 11:20 and called the dispatcher number back as was instructed at 11:30.I will forward copies of the email and pictures which I forwarded. The issue of the substitute bus sent by Flagship Tours has not been addressed.

What is the mailing address for the company.

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:

In response to the last message from USA Coachways, I did not receive a release form from any customer service representative. The company can forward this document to my email address which is [redacted] or fax it to my office at ###-###-####. I will return the completed form immediately.

Thank you

Sincerely,

Business

Response:

I will resend the consumer a new release form to the email provided.

Review: We contracted through US Coachways for an 8:30 pick up on Tuesday, June [redacted] a chatered bus with wifi and leather seats to [redacted] from [redacted]. For over $9,000. When the bus was late and we called the dispatcher on duty we were told the bus had a flat tire and would be 30 minutes late. While we tried our best to entertain the nearly 50 adult and children passengers for the 2 hour late bus, we were surely disappointed by the dilapidated bus that arrived at 10:15pm. When the two drivers got out with their white dress shirts completely untucked we were a little taken aback from the lack of professional appearance. Our contract was for a driver to pick us up in **, that would drive us an appointed distance, where we'd meetup with a different driver to switch off, and drive us to our final destination of **. Instead what we got were two drivers upfront decreasing our available seats from a company called [redacted]. On top of that, the bus smelled stagnant and the restroom smelled like a "dead person" according to the nurse who checked it out before the rest of us boarded. In addition, there was a cracked window on the passenger side that stretched the entire bus window's length, a hole around 2 inches wide and 12 inches long on the passenger door side of the bus where our luggage was being stored, top and bottom brake lights and market (parking) lights were out, along with several surface scrapes and bruises around the exterior of the bus. These deplorable conditions are completely unacceptable and the dispatcher on duty hd not returns our call by midnight when we decided we could not wait any longer to get on the road (he was supposedly on another call)!! By the time the bus reached ** it had no air conditioning. We contacted them daily requesting another bus. I called Friday at 11:30, spoke to dispatcher [redacted] who claimed to not have known the condition of the bus. I sent him pictures, gave him my contact information, and he said he'd call by 5pm when he left for the week. I called back at 6:30 and spoke to [redacted] whobsaid he was the ine in daily contact with us and he was not aware of all these issues too. (Ironically, customer service was closed by 6:30pm est although their hours stated they were open til 8pm est so I was told to call back Monday). I asked [redacted] to look at the email of pictures and he informed be the bus had passed inspection according to the [redacted]. Public records show a date of 2014 so the bus had not been inspected this year much less this week when these problems were reported. He then said he didn't know if they'd be able to replace the bus because they were completely booked. This is unacceptable. This bus shouldn't be allowed to carry passengers and surely not from ** to **. Pictures available.Desired Settlement: We expect a replacement bus by Sunday and a partial tefund of the $9,000 plus we spent for an unmet contract that was broken in several ways!!

Business

Response:

I have reviewed the consumers complaint; and kindly ask that the Revdex.com administratively close this complaint based on the following....At no point in time has the consumer been on board this vehicle.Consumer has been verbally abusive to all staff that she has been dealing with here at USCAll complaints listed have been resolved with as this trip is still on going. ?

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 am a paying customer for this charter bus as my MINOR daughter went on this trip, so as her advocate I have every right to complain not only about the poor condition of the bus that took her but as well as the poor customer service provided by this company!! I got on this bus when it came to pick up our group, as did many parents and adults who were putting their child or other loved ones on the bus!! If verbally abusive is what you call customers who demand answers without cursing then call it what you like. For 4 days our Pastor and Youth Leader tried to get this bus replaced to no avail because as you know, they were at a conference from 8am-11pm most nights with little time to go back and forth following up with representatives who did absolutely nothing to resolve the problem. As of today when our group returned on the same pathetic bus, the air was still not working properly, the brake and parking lights had not been repaired, and the only attempt to resolve the cracked window was to place another window over it - not replace or repair it, the crack is still visible from the inside just not the outside now!! The resolution desired was a replacement bus that met our contract. Now that you have missed the opportunity to do what we desired we fully expect a large refund!

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

Sincerely,

Business

Response:

Good evening I understand that parents have the right to lodge a complaint on behalf of a minor however this is not the case.The consumer who purchased this charter was not a minor and at no point in time has contacted US Coachways to file a formal complaint. US Coachways has no knowledge of this person and ask the Revdex.com to kindly direct the consumer that complaints should be filed by the person who has entered into contract and paid US Coachways directly, in this case it was not a minor and we have no way of identifying that this individuals who is complaining.US Coachways kindly request that this case be closed as the complainant is not the contracting party therefore any offer of a refund or customer service related issues should not be negotiated with this person.

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:

This is my formal complaint so it should be noted regardless of whether or not I signed the contract. Every person that rides any of your chartered buses are customers and has a right to complain. I never stated or suggested that the the contract was with my minor daughter simply that my minor daughter was a customer and thus I had a right to advocate a complaint on her behalf. On the other hand, you are correct in that I am not the one who signed the contract and not the one who should receive a refund which is why my complaint and resolution could've been solved when I originally contacted you last week about replacing the bus not refunding.

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

Sincerely,

Review: On July **, 2013, I contacted US Coachways Bus Company to rent 54 charter bus from their company so that my parents and youths could attend a family trip on scheduled for August [redacted] 2013. Contracts where signed by my organization and payment was giving to US Coachways for 8-*-13 Trip. My orgainization serves parents who are rearing disabled children/youths and on 8-*-13 youths along with their parents where on that 54 seater bus. As we where leaving our pick up site and heading on to the highway, the charter bus was hit by another car that caused the driver to slam on his brakes and sent the bus to a quick hault. The driver got off the bus yelling he's hurt, not once asking was everyone else ok, but stated to me, (program director) he has three daughters and all of whom are lawyers and I'm hurt and can't move my back. The driver of the car told the charter bus driver to just leave and our driver just drove away not waiting for the police to come nor asked if we where ok. My Associate Director stated to me while we where int he park that she was hurt on her leg due to the car accident and that she has to take a look at it. Also, when the driver dropped us off at Hershey Park, the driver informed me that that he's to hurt to drive back so when where're ready to leave the park there will be another driver to take us back the driver was taking a lot of smoke brake during and after the accident I couldn't really tell if he was really hurt. We left the park around 6pm and that same driver was still there moving around nothing wrong with him still complaining that he has three daughters all of which are lawyers and that he was going to sue the company for what happend to him. It's now dark outside and the driver of our charter bus pulls over to the road sitde tells us that the bus just broke down (it didn't, he stopped the bus)and had our disabled youths and parents left to sit on a hot bus. The USCoachways called wanting to return $100 of our money for Bus #[redacted] We paid $1,390.00 insult.Desired Settlement: company called my associate director later on that night sorry for putting the families and youths in harm way and that the company stated to my asssociate that they (bus company) have been having problems with the the driver that took us to Hersehy Park and that driver hand mentatl problems (if they knew this why keep him on as their driver now they are at fault) We could like half of the $1,390.00 we paid for ths trip

Business

Response:

I have reviewed the consumers complaint and respectfully decline

the refund request of $695.00 that the consumer is seeking.

Customer’s Statement

of the Problem:

Review: During the booking process the representative explained, "If I used their company he would give me a 5% military discount" I agreed. After looking at the invoice I told the representative that it didn't have the 5% listed. He then said "No problem, once you approve the quote I will take off the 5%. I approved the quote, and he began avoiding my calls and e-mails.

Because it was short notice due to a funeral, booking was going to be faster than normal. The trip was completed but a window was broken, and some family members were cold with wind coming into the bus. I then filled out a survey which explained the broken window, they send me a $100.00 customer release form. Completed the form, and no funds were transferred back to my credit card. I called and e-mailed the company, no reply.

Contacted the headquarters, explained the 5% Military Discount along with the Customer Complaint Release form was not being honored by their company. Headquarters stated they will contact me on Monday, February **, 2015 and they never did.Desired Settlement: They should honor the 5% military discount off the original price $1689.71 as the representative agreed.

They should honor the $100.00 broken window complaint form as they agreed.

Business

Response:

Please have the consumer supply me with his government issued ID and email address for verification.

Consumer

Response:

Spoke with headquarters, all agreed commitments were completed, and satisfied with outcome.

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,

Review: We paid for a bus with 56 seats and there were only 54 seats, meaning some students who had paid money to attend the trip were not able to attend. We're asking for a refund in the amount of $100 in order to pay back the students who were not able to attend.Desired Settlement: $100 refund check to reimburse the students who had paid to attend but could not because of 2 missing seats.

Business

Response:

I have reviewed the consumers response and apologize for the inconvenience this has caused her group.

Review: Dirty bus, Dispatch issues, Old bus, Customer service issue, Mechanical issue, Safety issue, Bus late, Toilet is smelly, Wrong Vehicle

Comment: I had made a reservation for a charter. I had some questions in regard to this, but when I sent Bobby D[redacted] emails or left messages for him, I was never contacted back by him. We reserved a 30 passenger bus and were sent a full size bus. The bus was late because the driver said the safety hatch blew open when she was driving down 95. The maintenance department at the Y tried to fix the bus. They had to drive to the hardware store to buy rope to tie the hatch down before departure. I called and reported this and Kevin told me he would get back to me that night or in the morning. I called the next morning, since I did not receive a call. Kevin called back and said the hatch was fixed, but it was not. I called back on Friday evening and he tried to tell me that the bus driver said that one of the kids opened the hatch and that's why it was broken. I told him that did not happen and the bus was late because of the hatch. He responded with "are you saying my bus driver is a liar?' He then told me they just had the repair man leave from Delaware to North Carolina to fix it, again not acceptable, meaning the bus would not be fixed until the next morning. I then had one of the parents text me a picture of the hatch not fixed and tied down by the rope. Kevin responded "this is bad." I also told Kevin that the bus driver had taken 4 phone calls on her phone while driving the kids and parents in rush hour traffic, totally unacceptable and against the law. She did not use Bluetooth, she held her phone and talked on it. Kevin once again told me he would call me back about what they would do and if a refund needed to be issued. After an hour and a half, I texted Kevin and asked if there were any updates, he said he would call soon. He finally did call and said they took the bus to the repair shop and it was fixed. It was indeed fixed, but the lack of customer service I received was unacceptable. I was accused of being a liar, was lied to myself that the bus was fixed on Friday morning which in fact it wasn't. It was not until I sent the picture that Kevin finally reacted to the situation. I have tried to call the last two days to speak to a supervisor, but there is never anyone available. I left a message this morning for Donna Y[redacted], who I was told I had to talk to, but have yet to receive a call back. The kids on the bus would not even use the bathroom, because of how dirty it was. There were also numerous seats broken and the bus was dirty. In lieu of all of the service issues we faced and the 20 or 30 calls I have had to make on my own time, we really feel we are entitled to a full refund, due to your company not living up to what was promised to us and the unsatisfactory service we received every time I called. I would really appreciate a response to this as soon as possible. I would like to try and resolve this with your company, instead of having to get the Revdex.com involved. I may be reached via email at [redacted] or by phone at ###-###-####. Thank you in advance for your prompt response to this matter. [redacted] [12-**-2015]

[redacted] [12-**-2015] Please contact me as soon as possible, thank you! [redacted]

Since then, the bus company offered us $400 refund and a discount on a future booking, like we would ever use them again! I also contacted the company regarding a speaker that was left on board. I spoke to Brittany who confirmed that there was a large black speaker found and that she would contact me as to where we could pick it up. A couple days later, when I did not hear anything, she replied that the bus was out on another trip and she would let me know what they found when they got back. It's been two weeks, I emailed again today and the bus has returned, but there is no speaker to be found on the bus now. To me, it sounded like they had it there at the company and not still on the bus. I have pictures of the safety issue with the hatch that I can send, along with numerous witnesses as to the bus driver talking on her cell phone the 4 times.Desired Settlement: I think the company owes us a refund, due to the lack of customer service, the safety issue of not fixing the hatch and also not believing that it was broken upon arrival, which is why the bus was late. Also, the safety issue of the bus driver driving all of the children, coaches and chaperones in rush hour traffic while talking on her cell phone, which is against the law.

Business

Response:

We have reviewed the consumers complaint and standby our decision of a $400.00 Services were fully rendered; the consumers request for a full refund is not justified.

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 becWhen I originally called the depot and talked to the dispatcher, Kevin, he stated he would see about a refund being made, since the bus clearly was not safe to be travelling from Delaware to North Carolina with the safety hatch held together with string (see attached picture). I also think that the endangerment the driver put the adult chaperones and children in, while driving in rush hour traffic while talking on her cell phone, not once, but FOUR times! I'm pretty sure that is against the law, as she held the phone in her hand and did not use a Bluetooth. They also were supposed to send a 30 passenger bus, but instead sent the full size "broken bus" and then lied about the hatch being broken. This is not delivering what was promised or what we booked and why we feel we are entitled to a full refund. I spent numerous hours and phone calls on my own time to deal with this, just trying to get a hold of anyone at this company is ridiculous. I have never dealt with a company that really has no regard for the customer and actually tries to blame the customer for their issues.

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

Sincerely,

Business

Response:

US Coachways has already responded to this complaint on more than one occasion. We ask that this case be closed.

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 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,

Review: Mansfield Band Parents had secured the services of US Coachways to provide charter bus services for two trips, the first which departed from Mansfield, MA on 4/*/14, and the second trip which departed 4/*/14. At approximately 3:00 pm on April *, Mansfield's [redacted] was notified by US Coachways that the scheduled charter which was due to depart the next morning at 5:30 am was being canceled by US Coachways due to a mechanical failure: they had no reliable coach to provide. This put Mansfield Band Parents in the difficult position of finding a replacement carrier with virtually no advance notice. As a result of this situation, US Coachways was notified that the charter scheduled for the following week would be canceled by Mansfield Band Parents, since there could be no guarantee of reliable service from this provider due to the circumstances experienced with the cancellation of this first charter. It was agreed by US Coachways that under the circumstances that Mansfield Band Parents would have no confidence in US Coachways and would make alternate arrangements for the second service date. As [redacted] of Mansfield Band Parents, I have been in regular telephone contact with US Coachways, first to secure the refund for charter [redacted] scheduled for 4/*/14, which took more than a week to be received. Since that time, I have made at least a dozen calls to US Coachways to follow up on the refund for charter [redacted]. It has been more than three weeks since we initially requested a refund for the second charter. The designated employee for our account has never answered nor returned my calls, and another person in customer service has been apologetic about the delays but seems completely unable to move the issue forward. Twice this week I have requested return calls regarding status, which never came.Desired Settlement: I would like our refund check processed immediately, along with a letter of apology that explains why US Coachways has been unable to process our refund during the past three weeks.

Business

Response:

The check has cut ands sent.

We recieved the check back in todays mail and I woudl like for the consumer to confirm their address so it can be resent.

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 response from US Coachways indicates they mailed a check to Mansfield Band Parents, and that the check was returned (it is implied that address information was incorrect) and they ask for us to reconfirm our mailing address. Our mailing address was on our original check to US Coachways, payment for which has yet to be refunded. I find it hard to believe the business does NOT have a record of this address. Our address is also clearly shown in the record of this Revdex.com complaint that was filed. For the record, the address is Mansfield Band Parents Association[redacted].

For the record, I find this response unacceptable and restate that this complaint will not be viewed as satisfied until we have the demanded funds deposited in our account.

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

Sincerely,

Business

Response:

US Coachways has spoken with the consumer yesterday via phone and have the correct address. The check has been mailed yesterday.

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 been the sole contact on behalf of Mansfield Band Parents Association. Nobody from US Coachways has called me this week, so the statement that there was a phone conversation between the parties appears to be an untrue statement, from my perspective. At this time, we do not have the check which was mailed, as per the response from US Coachways. I state once again that this complaint is not resolved, and will not be resolved until the refunded monies have been deposited into our account.

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

Sincerely,

Review: My son was a passenger on a bus provided by US Coachways on 10/*. The bus caught fire and was evacuated on the way to [redacted] Va. He lost his fitbit during the process. I contacted the company to file a claim and have not been able to get any help.Desired Settlement: I want to be reimbursed for the item or have it replaced.

Business

Response:

Good afternoon

Review: This conflict has been dragging on for five, almost six months. We had HORRIBLE service with our contracted buses, were told multiple lies on the day of the event, ended up getting our contracted buses hours after they were supposed to be there, were promised charter buses and ended up with three school buses (out of seven chartered), and have had horrible customer service along the way. After our event we negotiated back and forth for a month to try to get a refund for the bad customer service and services rendered that varied greatly from what was contracted. During this process I was told multiple times that employees would get back to me, which they didn't, I sent multiple emails, which were unanswered, and the only way I got anything done was to persistently call employees to check in on our negotiations.

We came to an agreement and emailed back our signed refund agreement. Months later we have received no money, I have left multiple messages and emails with no response, and I keep hearing promises of things being mailed soon with no results. The agents have told me multiple times they would get back to me and the only way I communicate with employees is if I call multiple times and happen to catch them on the phone. This whole experience has been unpleasant, full of false promises and lies, has me left with hundreds of angry students and parents, and leaves us in an awkward position.

We would like our promised refund of $5000. We don't feel this is enough to compensate for a lack of services promised, but it is at least something for us to refund back to our students who have been waiting for a refund for five months.Desired Settlement: We would like our promised refund of $5000. We don't feel this is enough to compensate for a lack of services promised, but it is at least something for us to refund back to our students who have been waiting for a refund for five months.

Business

Response:

I have reviewed the consumers complaint and check #[redacted] was cut and mailed out last week in the amount of $5000.00 as per the signed release form by the client accepting this amount.

Please close this case.

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 company has been saying for months that their check has sent (more specifically they've told Revdex.com employee [redacted] that it's sent multiple times over the past month) and I have not received any correspondence nor check from them. They have not followed through on our promised refund.

Sincerely,

Business

Response:

I will have accounting stop payment on the previous issued check and reissue a new check to be sent out. .

Review: US Coachways was scheduled to arrive to pick up our group for 11:45am. The bus did not arrive until 12:45pm. The bus was filthy, smelled like cigarettes and the AC did not work. Bus was not new as requested. On our way to Richmond bus caught fire. A trip that should have taken 5 hours to arrive took over 10 hours. Company did not provide a safe bus. Called the company for a full refund. Company refused and first offered a $300 refund.Desired Settlement: I would like a full refund of $3390 for the cost of the bus. Not the $300 that was offered to us.

Business

Response:

n response to the consumers complaint.

Consumers states the bus was 60 minutes late.

US Coachways does concur the bus was late but it was only late 30 minutes due to traffic. As per the provisions of our agreement in which the consumer signed.

1) For any Day Trip, the liability of US Coachways, Inc. shall be limited to five percent (5%) of the Charter cost for a specific vehicle for each 30 minute period in which that vehicle is late after the first 30minutes after pick up time, not to exceed twenty percent (20%) of the total Charter cost; 2) For any Over Night Trip, the liability of US Coachways, Inc. shall be limited to five percent (5%) of the total Charter cost for a specific vehicle divided by the number of days set forth under Client’s fully executed final confirmation for each 30 minute period in which that vehicle is late after the first 30 minutes after pick up time, not to exceed twenty percent (20%) of the total Charter cost divided by the number of days set forth under Client’s fully executed final confirmation.

Consumer states the bus was filthy, smelled like cigarettes and the AC did not work and vehicle caught on fire.

US Coachways complies with all Federal and State laws that smoking is prohibited on all vehicles. As to the consumers statement that the vehicle was dirty I would request that the consumer supply photos to support this claim. From review of the vehicles maintenance I show the vehicle exterior and interior were properly clean and sanitized prior to departure.

The vehicle did have malfunctioning AC and upon notification our dispatch sent out our nearest maintenance vehicle to service and repair the AC. Once repaired the vehicle AC was operating efficiently.

The bus did experience a “Cabin Fire” in the engine of the bus when the vehicle was approximately 30 minutes away to the group reaching its destination. Upon notification US Coachways had dispatched out a replacement vehicle to the consumer to get them to their destination.

For the remaining days of the consumer’s trip a replacement vehicle was supplied and was utilized by the group. The consumer request for a full refund is ridiculous as services were utilized and rendered. We apologize for the groups inconvenience for their first day of travel but US Coachways did act accordingly and as per the terms of the agreement.

If there is a problem with a charter in progress, client must contact U.S. Coachways, Inc. dispatch department at ###-###-#### Press 4 and make them aware of the situation. If client does not contact our 24hr Dispatch department while problem is occurring U.S. Coachways, Inc. will not be held liable for any issues. This company shall not be liable for items left on the vehicle or loss of time to due to mechanical failure, inclement weather, or road conditions (road repair, accidents) or other acts which U.S. Coachways, Inc. has no control. If an event is cancelled due to inclement weather (only if the venue closes) U.S. Coachways Inc, has the right to charge the client up to a $500.00 cancellation fee. If the client cancels because of inclement weather but venue is open U.S. Coachways Inc. reserve the right to charge 100% of charter cost. In the event that the vehicle supplied by U.S. Coachways, Inc. sustains mechanical, electrical or other problems to render it inoperable, U.S. Coachways Inc. shall, at its sole option and discretion provide another vehicle (color may vary), quality and cost to complete the Charter obligation and that such replacement vehicle will satisfy U.S. Coachways, Inc. responsibility under this agreement. There will be no refund if an alternate vehicle(s) is supplied.

US Coachways liability in such instance should only be 5% due to the vehicles malfunctioning AC. The total refund should only be $169.50; in good faith US Coachways has offered the consumer a $300.00 refund.