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US Coachways, Inc.

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Reviews US Coachways, Inc.

US Coachways, Inc. Reviews (369)

Review: US Coachways informed our high school band the night before their trip that one of two buses was not coming. The amount of this charter was $1500. We had to go with another company for $2100. Again, this is happening the night before the trip. I should say I, the teacher, had to get the charter on my debit card. It has been one month since this happened and I have received no money from them.

I dont believe they even booked this bus. One week prior to the trip they said I owed almost $1500 for the charters, [redacted] and 24 passenger, This was the same amount I had sent them 6 months prior as a deposit. I had to go to the bank and boosters and get copies of our two payments to prove to them that we had paid. So much for their accounting department.

I hope you can help me. The next step is tv trouble shooters and lawyers. ThanksDesired Settlement: My money returned, plus the $600 for the "new" charter, and a written apology from their [redacted] or [redacted]

Business

Response:

US Coachways will be issuing the consumer a full refund for the cancellation of services.

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,

This issue has been resolved. Thanks

Review: Not only did they cancel my charter bus, but they did not inform me that they did so. I planned a group trip to a football game and if I hadn't called the day before to verify everything was OK, our group would have been waiting the next morning for a bus that wasn't coming. Due to their failure to follow through on the agreement, I ended up having to spend double the price to get my group to the game. Had they given me previous notice, I could have still booked a much less expensive charter on a larger bus than the one we ended up with. Sad that a company as large as them could not follow through and could not fix me up with an alternate.Desired Settlement: Doubt they will pay the difference in price, but feel they are responsible for me paying double their quoted price.

Business

Response:

US Coachways regrets that it had to cancel the consumer; but unfortunately we have no way of knowing that a mechanical breakdown would incur.US Coachways is like no other transportation provider; we cannot be responsible for mechanical failure and although the consumer may think otherwise it is unrealistic to have a replacement vehicle on standby for every client that books. The consumer will be refunded in full however we cannot reimburse for any additional cost the consumer has mentioned as this is explained in the terms and conditions in which the consumer entered into.

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:

My biggest complaint is that the business did not address their failure to notify me about the cancellation. I just happened to discover the cancellation when calling to verify the pickup time. I can't say I would have been happy, but I at least would have been content with a simple apology in their response. However, since they failed to even apologize for not notifying me, we can continue this back and forth.While they refer to the contract agreement in their rebuttal, the agreement also indicates that they would look for an alternate vehicle, and have the right to lease equipment to fulfill the contract. To my knowledge, neither of these were attempted. Their limited liability in the agreement is only valid if it cancellation was due to circumstances outside their control, AND they were unable to secure alternate transportation. It does not limit their liability simply because they didn't try finding alternate transportation to fulfill the contract. The cover letter included with the agreement also indicates that "We insure that our customers are provided with a well knowledgeable staff and most reliable transportation that is state of the art." If that's true, and they didn't simply cancel for being overbooked (something that IS within their control and again, not subject to the limited liability), and they have such reliable transportation, how did they not have time to repair the mechanical issue? They certainly had time.

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

Sincerely,

Business

Response:

US Coachways does apologize for any inconvenience the consumer encountered. US Coachways works with over 3000 affiliates that are part of its Network; these companies we work with are vetted by our procurement department and meet our strict guidelines for equipment and insurance requirements. We don’t find it odd that the consumer was able to find replacement services within 2 hours and are extremely happy that the consumer was able to find alternate transportation needs. But not knowing who the consumer had contracted with; it is most likely not an approved carrier of US Coachways therefore we would have not been able to utilize this third party vendor. As per the statement of the consumer about not being contacted; this is clearly not the case. The consumer was scheduled to be contact by their [redacted] informing them of the cancellation; however the consumer did get in contact with US Coachways prior to this happening. We would like to offer the consumer a 10% discount for any future services booked with US Coachways Inc.

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. However, I do have to add that I found out on Saturday that my trip for Sunday had been cancelled. The [redacted] would not have been in to notify me of the cancellation until Monday--after the trip was scheduled to take place. Please review your policies so that future clients are notified immediately about cancellations.

Sincerely,

Review: 1) The seat arm rests on the charter bus were cut up (please find pictures here: [redacted]. At the first rest stop the bus driver had to buy tape to patch up a seat in the front because it was cutting a girl's arm. I also received a bruise from the rusty arm rest.

2) On the way to Chicago (between Silver Spring and Ohio), the first bus driver was swerving on the highway and speeding. He hit the rumblestrip a couple of times. Several passengers did not feel safe. When I let the US Coachways dispatcher know he made the excuse that it was stormy in New York that day (where the dispatcher apparently was located). We were coming from Silver Spring, MD on Wednesday, July ** at 10pm (not New York, as the dispatcher referenced). It did not rain while we were on the road. At any rate, in the event of bad whether I would imagine the protocol would be to decrease speed instead of swerving on the highway.

3) I asked the bus driver to make the first rest stop 4 hours bus into the trip (since the bus did not have a bathroom, I wanted to ensure we had 3 rest stops 4 hours apart). Two hours into the trip, the bus driver stops at [redacted] saying that he needs gas. It seems he should filled up his tank before picking us up in Silver Spring, MD to avoid making unnecessary rest stops so early in the 12-hour (and ultimately 14-hour) trip.

4) At 3:30am we stop at [redacted]) to pick up the second driver. The first drive gets off the bus. After about 20 minutes of idle time, I get off the bus to see what the hold up is. The attendant in the lobby informs us that the second bus driver was not picking up his room phone so the first bus driver proceeded upstairs to get him. Another 15 or so minutes go by before the two bus drivers come down. The first and second bus drivers are standing outside the bus exchanging words for a bit of time. It was not until I asked him if we could go, and then several other passengers subsequently asked if we could go that we finally started back on our trip. We did not leave the motel until 4:45am (more than an hour later). When I told this to the dispatcher he gave me the excuse that it was my passengers that were the cause of the hold up - getting off of the bus to use the restroom. I would like to point out a couple things.

a) First - this is the second stop of the trip and it again was not at the request of passengers. We were stopping at the motel to get the second bus driver.

b) Second, after being on the bus for at least half an hour with no signs of near departure, yes people did indeed get off the bus to use the bathroom (at a motel that only had one ladies room and one men's room - not at all a conducive rest stop for a bus full of people (not to mention there was restaurant to purchase food items like a rest stop should have)).

c) Third, we actually used the bathroom and got on the bus in quite an expeditious fashion. We were all on the bus when I saw the old bus driver and the new bus driver standing outside the bus, smoking. This is when I initially asked the bus driver if we could leave. His excuse was not that people weren't on the bus (because we were at this point) but instead that he needed to speak with the old bus driver about things. When we still hadn't shown signs of near departure several minutes later, another set of people asked if we could leave. The bus driver again said he had to "speak" with the other bus driver and they proceeded to walk around the corner. It wasn't until several minutes after this second encounter that we finally proceeded with the trip. Before the original bus driver left, I overheard him tell the second bus driver "I hate driving".

6) As we pulled off from the Ohio motel at 4:45am I timed the distance between the motel and the interstate (this is because when we pulled up I noticed that we were going through some backwoods and neighborhoods and the motel seemed a little too distance from the interstate to be efficient) It took us about 35-40 minutes to get back on the interstate (got back on the interstate at 5:20 am). The distance from the hotel to the interstate to me seemed excessive and it added an additional hour and change to an already embarrassingly delayed trip. I'm not sure why a) the company didn't choose a closer motel/hotel or b) the second bus driver didn't meet us somewhere closer to ensure efficiency. The US Coachway's dispatcher's excuse was that they may have thought the motel was closer than it was or perhaps they used [redacted] to book.

7) On the return trip to Silver Spring, MD we stopped at the same motel in Ohio. The bus driver called the original bus driver, who informed him that he had left the premises due to one reason or another. Again, we waited at that unplanned "rest stop" for an hour before leaving. Upon the original bus driver's arrival, we had to wait for him to go up to the hotel room and change (which took some 20 minutes).

8) I called Joann to express my concerns and discontent. She was extremely receptive and expressed genuine concern. She gave me Donna's number. I left Donna a voicemail and she returned my voicemail to give me the dispatcher's number. Upon speaking to the dispatcher and expressing my concerns, he had an excuse for every single one - pointing the blame at everyone but the bus driver (my group of people, the weather, Priceline, etc). He was very rude, unprofessional, and did not exhibit any type of customer service skills. At one point, I asked him to stop interrupting me so that I could get my concerns across and his response was "you have been interrupting me ever since". I asked him another question and he shouts at me "did you just tell me to shut up?!!!?!!". I explained to the gentleman that those were did not come out of my mouth and if he needed to review the tape recording of the conversation, he would conclude as such also. I had expressed to him that we wanted another charter bus. He explained to me since it was so late that this likely wasn't possible. This is understandable, however this gentleman was neither apologetic nor did he express any type of concern for the complaints that I presented. Throughout my interactions with him his behavior , tone, and customer service were extremely off-putting, especially being a representative of US Coachways as he was.

It wasn't until some point during the trip to Chicago that I was informed that the bus we were using was not actually a US Coachways bus but that it was in fact subcontracting. I believe US Coachways did not exercise the due diligence expected when utilizing a third-party company. As I stated, the seats were cut up and unsafe, the timing and logistics were not properly planned. In addition, the dispatcher's response to the situation was not accommodating or polite but instead rude, short, and unhelpful.Desired Settlement: There were approximately 30 passengers who paid to be on this bus. I am requesting a minimum refund for each of these passengers for the total of $1,500. This is due to safety, being mislead, and an overall inferior service than what we paid for. This is also due to the lack of cooperation from US Coachways inadequately handling my complaint and concerns,

I also would like for US Coachways to be required to perform due diligence checks when subcontracting service to third-party companies.

Business

Response:

I have reviewed the consumers complaint; please see below our response.

Review: Services were not rendered for contracted bus services with U.S. Coachways on Tuesday evening, February **, in Las Vegas, Nevada. During the scheduled time, our group could not locate the bus, could not call the driver, and could not use its services. U.S. Coachways collected $561.75, provided no services, but refuses to refund the payment made.

Before the event date, I spoke with [redacted] of U.S. Coachways on the phone, and I asked if I could have a local Las Vegas number to call in case there were any issues. He stated that the driver number was not available, and did not give me an office number.

In addition, I never received any confirmation paperwork from U.S. Coachways, or any documents that might provide a local contact phone number.

This proved to be a huge issue, as our group waited from 6:45pm until 7:30pm (pick up was supposed to be at 7pm) in the hotel lobby, and no bus showed up. I tried calling U.S. Coachways office (New York), but of course it was already closed.

I spoke to several staff at the hotel, and they assured me that all charter coaches were to pull up in the main lobby area. However, after waiting 45 minutes the bus was not there. I received no call from the driver during this time.

As our group’s dinner reservations were at 7:15pm, at 7:30pm I needed to act. I had to hire several limousines on the spot to get my group to the restaurant.

After arrival at the restaurant, approx. 7:45pm, the driver decides to call me. He said he was at the hotel, but in another location. At this point, we committed to the other transportation.

In summary, a very disappointing and costly experience.

If a client hires a bus, the client should receive a local number to call in case of any issues. Further, the driver should call the client upon arrival to make their presence known. This leaves nothing to assumption. No room for error.

If the driver had my cell phone number, why did he wait until 7:45pm (45 minutes after the scheduled pick up time) to call me? This was a very embarrassing experience for me in front of my group of clients, as well as very costly to me (as I had to hire alternative transportation at a high price).

I have tried to communicate this to U.S. Coachways for seven months now, and they will not acknowledge fault nor agree to refund the $561.75 payment.Desired Settlement: For U.S. Coachways to acknowledge fault, and agree to refund the $561.75 payment.

Business

Response:

In response to the consumer complaint

Customer states services were not rendered on 02/**/2013

Attached please see copy of GPS report which shows vehicle was on location at correct location and time.

Customer states he spoke to sales representative [redacted] for drivers number.

US Coachways policy prohibits release of drivers personal cell phone as [redacted] had explained to the consumer. In addition drivers are not allowed to answer calls while vehicles are in motion. US Coachways maintains a 24/7 dispatch operations center for assistance in locating drivers and or vehicles.

Customer states he never received any confirmation or documentation of number for contact.

Attached is a copy of consumers contract in which he agreed to the following provisions.

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.

see attached Consumer log in details.

02/**/2013 @ 14:20:02 and confirmed the charters details and agreed to all provisions. The consumer IP address has been authenticated through [redacted] as [redacted]

US Coachways stands by its decision not to refund consumer based on the information provided. We kindly ask the Revdex.com to close this case based on findings submitted.

Business

Response:

Dear Mediator

As per our conversation today; US Coachways has supplied enough evidence to support our dismissal of this claim. I urge you to please review the documents submitted back on 09/**

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:

Sincerely,

Dear Mediator,

You have seen the facts of this case. US Coachways could not adequately provide proof that the bus was where is should be at the scheduled time and date. They did not provide the service, and therefore should not retain the deposit which we paid to hold the reservation. Thank you.

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

Review: We rented a limo, a party bus and a van for our wedding, paying about $1600.

The first thing that went wrong, is that the limo was the wrong color. Minor mistake that I can overlook, if it wasn't for the rest of the errors throughout the night.

1) The limo did not provide us with as many back and forth services (round trips) stated in the contract from the hotel to the church, leading to out of town people having to take taxis.

2) Once the church service was over, the limo driver [redacted], was nowhere to be found for 10 minutes.

3) When we went over the first bridge, [redacted] did not have enough money on his EZPass, so he had to pay cash and wait for a receipt, another 10 minute delay.

4) [redacted] was told he was going the wrong direction, by the bride who hosts events at the reception hall, multiple times, but he said he had it programmed into his GPS. After crossing a second bridge, anyone from New York knows that means you're crossing into a different borough, we were now sure that we went the wrong direction. At that point, [redacted] admits he DOES NOT have a GPS, but a crappy Android that gave him bad directions. At that point, we hand him an Iphone, and finally get to the reception 45 minutes later, after the bus and the van from the same company had arrived. At that point, it was too dark to take pictures, priceless moments that cannot be repaid in anyway.

5) After the reception, the limo is there, but [redacted] cannot be found. He is found eventually, SLEEPING. We handed him an Iphone so he can properly take us to the Meatpacking District.

6) The party bus, on the way back from the reception to the hotel to drop off the mostly out of town guests, went towards JFK airport instead of the [redacted] airport [redacted]. Again, they had the proper addresses, it just shows the incompetence of the whole company. It was a mistake, that cost passengers about 45 minutes.

7) When we came back from our honeymoon and wanted a partial refund for the services that were badly provided, nobody would pick up the phone and we left multiple messages. They emailed us back, saying we need to fill out a claim form on their website, which we did. Without any other communication, via email, they offered us a $50 discount usable in one year for their services, NO THANKS. We have left them multiple more messages, with no response.Desired Settlement: We want a $500 refund, about one third of the total costs. We do not care about apologies and we are not willing to accept company vouchers for future use.

Business

Response:

Please consider this case closed as the consumer has accepted a $450.00 refund.

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,

Review: My firm entered into a written contract with U.S. Coachways dated March **, 20** to procure 12 coach buses for an event scheduled for June **, 20**. Payment was made for the full contract price in the amount of $**,707. By letter dated May **, 20**, my firm notified U.S. Coachways that we no longer needed 10 buses, and requested a refund for the balance in the amount of $11,905.50, which was calculated as follows: $**,707-$2801.50 (fee for the remaining 2 buses) - $250 (administrative fee) - $100 (clerical fee). The written notice of cancellation was sent 35 days in advance of the event in accordance with the cancellation policy contained in the contract. The written notice dated May ** was sent by email directly to [redacted] and receipt was acknowledged by [redacted] via email on June **, 20**. [redacted] instructed my firm to contact [redacted] regarding the refund. In total, my firm has sent 4 written requests for refund: May **, July *, July ** and August *. The written notice dated July **, 20** and was mailed via certified mail/return receipt requested. The return receipt was signed by [redacted] on July **, 20**. My firm has never received a response to any of the 4 written refund requests, including the the July **, 20** request which was signed and acknowledged as received. My firm has sent multiple emails and made numerous telephone calls, leaving voice mail messages for [redacted] and "Jennifer" from Accounting. None of these e-mails and calls have been returned.Desired Settlement: Payment in full of the refund owed in the amount of $11,905.50

Business

Response:

US Coachways will be issuing a check to the consumer next week in the amount of $10,540.85

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:

My firm cancelled the reservation for 10 buses 35 days before the scheduled event. Per the terms of the contract (attached), my firm is entitled to a FULL REFUND calculated as follows: $14,707 (the full contract price for 12 buses) minus $2801.50 (price for the remaining 2 chartered buses after cancellation of 10 buses), minus $250 (administrative fee), minus $100 clerical fee. TOTAL DUE: $11, 555.50 (please not the original complaint requested 11,905.50, which is incorrect). US Coachways indicated it will pay $10,540.85, which is $1014.65 less than what my firm is entitled to under the contract. US Coachways has provided no explanation, therefore we cannot accept this response as complete. Please refund the full amount of $11,555.50 or provide an explanation why the full refund amount is not forthcoming. The explanation must reference specific contractual provisions. Thank you.

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

Sincerely,

Business

Response:

The consumer had originally contracted for (10) buses on 06/**/2014 charter( #[redacted] at a total cost of $12,257.50 @ $1224.75 per bus. The consumer cancelled (8) of their buses bringing new

charter cost to $2451.50

The consumer sent two payments via check and those amounts are as follows..

$3677.25 check received on 04/**/2014

$8580.25 check received on 05/**/2014

Total received: $12,257.50

Total refunded: $9806.00

The consumer has another contract for 06/**/2014 which is charter [redacted] which she purchased in the amount of $2449.50 for two buses @ $1224.75 per bus. This charter was cancelled by the consumer.

The payment received on this charter was a deposit check in the amount of $734.85 received on 04/**/2014

Total refunded: $734.85 + $9806.00 = $10,540.85

Unless the consumer can supply the Revdex.com and US Coachways with copies of the checks I would urge the Revdex.com to administratively close this case.

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. One of the checks sent to US Coachways was never cashed by them. When we removed that amount from the amount owed, our figures match the refund offered by US Coachways.

We will await payment in the amount of $10, 540.85, which US Coachways advises will be sent "next week". If we do not receive payment by close of business on Friday September **, 2014, we will notify Revdex.com.

Sincerely,

Review: I am the [redacted] for the [redacted]. One of my annual duties is to assist the Volunteer Board in organizing a day trip to a museum, historical site, or botanical garden. This year the chairman selected [redacted] in New Bern, NC. The motor coach company we have used in the past had gone out of business, so I used the Internet to find another coach company. US Coachways's web site ([redacted] ) indicates that they have "luxury passenger coaches with top of the line features" and list an impressive client list, so we figured they would be a good choice. I completed the online form to receive a quick quote, and the quote I received seemed reasonable so I made the reservation for a 57-passanger motor coach for Wednesday, April **, 2014. We paid the full amount of $1,251.26 via credit card on February **, 2014, after getting their contract and our [redacted] signing off on it.

The morning of the scheduled day trip, April **, 2014, an old model motor coach pulled into the parking lot. We at first did not think the motor coach was for us because it looked 15-20 years old. When the driver opened the door I approached it and asked who he was here for. He said the Museum of Art. I asked if he was supposed to be driving a group to New Bern, North Carolina, and he replied yes. The first thing I saw was the jump seat where a tour guide might sit. It was mangled and the fabric was hanging in threads. As I boarded the motor coach, I was immediately hit with damp, warm, humid, musty smelling air. As I started walking down the center aisle, my shoe splashed into a puddle of water that was under the first two rows of seats. As I walked through the motor coach I notice water under the seats in several rows. The fabric on the seats was old, soiled, gauze-like on some seats and/or the foam was sticking out of the seat. Two of the large side windows were badly stained as though someone had thrown white paint over them; any passengers sitting along them could not enjoy the view on the 2.5 hour drive each way. Some of the arm rests were drooping downward.

I indicated to the driver that this was not the motor coach we had reserved. It was not a new luxury coach with top of the line features advertised. It didn't even have video monitors like the coaches we had for previous trips. The driver said that was the coach he was assigned to drive. He could see I was displeased and offered to call his [redacted] for me. When his [redacted] got on the phone, I indicated all the reasons I was upset with the quality of the motor coach. The supervisor then indicated it was a 1999 model and just fine and if I didn't like it he would have the driver return to the depot and we would be without transportation to our destination. I was furious that he'd put us in that situation— knowing I had a group of people waiting who had paid for this trip. I told him I would be contacting US Coachways and gave the phone back to the driver.

After discussing the situation with the chairman, we decided we had no choice if we wanted to complete the day trip as scheduled and that we would follow up with US Coachways afterward. As the passengers started to load the coach I started to hear comments: "My seat is wet." "It smells moldy in here." "There's water on the floor." "My armrest is broken." "This seat's filthy." "Who rented this dump on wheels." "The foam is sticking out of that seat." "I need to move, I can't see out of the window." "This side panel is rusty." The people who discovered their seats were wet then had to ride with damp pants for 2.5 hours. At the destination a few passengers pulled me aside to complain about the condition of the coach or to say that they "would not be going on anymore day trips if you rent buses like that." I was upset and embarrassed that our volunteers had to ride on that coach. The driver was very nice and seemed sympathetic to the comments. I think he just gets stuck with whatever motor coach they assign him to.

On the way back to Raleigh it began to rain heavily. That is when we saw the probable source of much of the water. Both ceiling escape hatches began to leak and drip water onto the floor and the seats and passengers under them. We moved passengers to other seats. Then as we were riding along the side luggage panel just popped open. The driver had to quickly pull us over to the side of the road to secure it. The ceiling lights and passenger reading lamps kept going off and the driver had to keep resetting something to get them back on. The air condition was messed up and the back of the coach was freezing even with the individual vents closed and the front of the coach was warm. There was a collective sigh of relief when we finally pulled into the Museum's parking lot. I apologized to each passenger as the disembarked. The board chair and I talked then and he was not at all happy that "his trip" was marred by the conditions in which the passengers had to ride. I indicated I would get in touch with US Coachways when I got into the office the next day.

I have been e-mailing back and forth with their customer service representative [redacted] since May *, 2014. I have filled out their online complaint form and a survey. The company has offered deplorable crumbs in response. After talking with the chair again, we decided a 50% refund request was a generous offer (since I doubted we would be given a full refund). I sent [redacted] the request for a 50% refund. She replied they could not honor the request and then they have come back a release form offering $200 and we were given 30 days to accept it or it is rescinded. I replied with a request for 40% and they rejected this offer as well. Even though the company indicates they return customer service correspondences within 48 hours, I waited a week for before contacting [redacted] again and asking her to get back to me. She indicated again they would not honor even a 40% refund. I feel that they are just waiting for the 30 days to expire and be done with us. I feel we have given them ample time to reply and now I am turning to the Revdex.com.Desired Settlement: After the treatment from the [redacted] of the motor coach company and the run around we have received from their customer service, we now ask for a full refund of the $1,251.26 charged for the motor coach rental. The volunteer travel program will no doubt be negatively impacted by word-of-mouth complaints about the pathetic condition of the motor coach that was switched out in place of the "luxury passenger coaches with top of the line features" we were paying for.

Business

Response:

I have reviewed the consumers complaint and decline a full refund as this is an unrealistic request as services were utilized and rendered.

Our last offer to the consumer was $500.00 in which the consumer has not responded to this offer.

Consumer

Response:

The business sent us a new Complaint Relase Form offering the 40% refund ($500) we had asked for. I was advised by our board chair to accept this offer so the issue could be resolved and so I would not have to waste any more of my time going back and forth with their customer service department.

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: Entered into a contract for bus transportation for an agreed amount of 4,271.00 on 5/**/14 I was told that a deposit was needed to confirm the contract #[redacted]. I sent 2 postal money orders one 1,000.00 and another for 300.00 on 06/*/14. After about one week I kept monitoring the contract which was on their website for the posting of the 1,300.00 deposit. When I didn't see the deposit I called and emailed the rev clerk who handled the contract ([redacted]). She said not to worry it could take 7-10 day for the money to post. After 10days I kept calling and emailing questioning why my deposit never posted. Finally after about 12 days a [redacted] called and informed me that they could not honor the contract did not have the bus available that I needed and could only offer a bus for 5,800.00 which I was furious because I feel no way should a customer been told to send money if they did not confirm in the beginning they could not provide a bus. Now this is a family reunion trip early august I have no bus out 1,300 money got to make new arrangement at this late date with another bus company. I have sent several emails and made several calls wanting to know when should I expect my refund because I need it ASAP to book with another company. When I was making these arrangements they were available now you can't get anyone to call return a call back with any info. UNACCEPTABLE CUSTOMER SERVICE!!!!!!!!!!!The phone #on your screen couldnt get though. Number I was using ###-###-#### for [redacted] for [redacted]Desired Settlement: Just need my money back ASAP need for upcoming FAMILY REUNION TRIP 8/*/14. Company will not return my call or respond to emails,!!!!!!

Business

Response:

We apoligize for the inconvenience; a check will be issued today and mailed out.

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,

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

Review: I contacted this company to secure a bus for a client of mine. The client was having difficulty obtaining the deposit and I asked Dona if she could hold a bus until to see if my client could secure the deposit. She told me "no." Buses are only held with a deposit, however, I could go on line and fill out the form and click 'check,' that may hold it for a few days. I did that. In the meantime, I went to the Revdex.com web site and saw that there were complaints about the service provided by this company. I was sending some senior citizens on a trip and did not want them to experience any of these mishaps identified on your web site. Since I did not make a deposit, I moved on and booked another bus. Donna sent me several emails stating that I had to pay a cancellation fee of $250.00. I advised her that I had no intention of paying a fee, since I never made a deposit and she had advised me that without a deposit I did not have a bus booked.This company is texting, calling, and emailing incessantly. She advised me that this would be sent to collection. DO NOT USE THEM. There tactics are unethicalDesired Settlement: if it is sent to collection, I want it rescinded.

Business

Response:

US Coachways has reviewed the above complaint The consumer has not provided you with an accurate and clear picture of what transpired. The consumer in fact logged onto the company website and made a reservation through our E-Procurment center. We have supplied you with the consumers recorded IP address. The consumer has been sent to collections to recoupe money as per the terms and conditions in which the consumer agreed to. If the consumer chooses to settle this we are open to discussions. The client booked online and has agreed to the Terms and Contract. [redacted] Client: [redacted]

Review: In July 2014, our local organization signed contracts with US Coachways for 4 buses throughout the NorthEast for Columbus day weekend for a trip for our exchange student to Buffalo New York to see Niagra Falls. It was with the full understanding the the full payment would be made 2 week prior to the trip v.s. the general 4 weeks of their policy due to how the trip coincided with student arrivals to the country. The invoice for the final payment was $800 above what was asked and the company did honor the original agreed upon price after admitting an error.

On Friday Oct. ** at 6:30 pm the contact was notified that Bus #1 was going to be cancelled secondary to mechanical difficulties, They stated they had attempt to find a replacement, but could not. These students were able to re-assign to other buses, and/or volunteers rented vehicles to take the students up.

Friday October **, at 10 pm. There was a call from US Coachways saying Bus #4 was also going to be cancelled. There was no ability to find an alternative, as nearly all businesses were closed at that hour, and the bus was scheduled to depart at 6:15 am the next day (only 8 hours away). This bus was scheduled to pick up students in Jersey, NYC, CT, western MA and upstate NY. Most of these students were not able to make the trip due to the late notice given by US coach ways.. Also, even though Bus #2 was paid for as a 56 passenger bus, it was only a 47 seat bus.Desired Settlement: I think that the company should refund all the monies to our organization if they have not already done so, and I think they should write a personal apology to every student who was not able to go on the trip because of their last minute cancellations.

Business

Response:

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.

Review: I ordered a 35 passenger van and 56 passenger charter bus from US Coachways for transportation for my wedding day on 6/**. On that day the 56 passenger bus never showed up as per the contract, instead another 35 passenger bus showed up after missing the pick up time. US Coachways failed to deliver on contract agreed upon and paid for. I have submitted multiple complaints to their customer service group and I never get a personalized email back. When they offered a concession to the issue at hand they offered me a small amount well under the billable rate of what they they charge. I paid $1147 for a 56 person charter bus for 7 hours. All I received was services for 1 hour for a 35 passenger van, which per the rate of my other vehicle was $1340 for 10 hours which would equal an hourly rate of $134/hr. So a reasonable rate to pay for the services should be around $134 however they have only offered my $700, which is over $400 short.

This does not include the rest of our horrible experience where a drive hit a wall and shattered glass all over one of the passengers, had passengers who were not part of are party on board when we did not have enough seats for our party because the appropriate buses were not provided, lack of organization and communication to locations and times even through provided and documented with company, and the sheer ruddiness of drivers.Desired Settlement: I would like a refund of $1,013 at minimum.

Business

Response:

We have reviewed the consumers complaint

and as per the provisions of our agreement in which [redacted] signed and

agreed to the following…

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

The 56 passenger coach bus in which [redacted] states he did not revive sustained mechanical failure in which caused US

Coachways to send another 35 passenger vehicle which was all that was available

and which also resulted in the lateness.

US Coachways stand by its $700.00 offer

for the difference in vehicle and for the experience [redacted] and his party received.

Attached is a letter from our driver to

collaborate and support additional information.

Review: March *, 3014 I spoke with [redacted] of the US Coachways Inc. in reference to chartering a 54 passenger bus Leaving [redacted] in Baltimore going to [redacted] Theater [redacted]. On March *, 2015 received Quote.

Quote Details

Charter Code: [redacted] Trip Type: General Trip

Event: General Day Trip

Party Size: 55

Type of Vehicle: 1 Coach Bus 56 - Price Quoted: $1,775.64

Alternative Vehicle: 1 Coach Bus 54 - Price Quoted: $1,766.06

Depot Miles: 13.7

One Way Miles: 202.8

Total Miles: 405.6

Two-Way Charter

Notes: Standard Amenities

On April **, 2014 received text that charter [redacted] has been confirmed. Furthermore also on April **, 2014 the credit card was charged $1854.36 for the confirmed bus charter. On Friday May *, 2014 about 4:35 pm received a call from the US Coachways saying that the bus that they had charter broke down and they had no other buses. I explained that I had 49 people that would be at [redacted] at 7:00 am less than 24 hours from now with non refundable theater ticket to see a play in NY and reservations for bunch at [redacted] 11:30 am. The representative repeated that there was nothing that they could do. I asked what was I suppose to do at this late date and time about a bus to New York. All the representative repeated was that there was nothing that they could do about it. The representative said that they would credit my account.Desired Settlement: I already filed a complaint with Revdex.com.org for a refund for my 49 nonrefundable theater tickets however I was turn down. This time I am asking for a letter explaining why US Coachways Inc did not have a backup plan. Why such short notice given the bus was not coming. US Coachways Inc should have brought a bus from one of their other locations.

Business

Response:

US Coachways is in the transportation industry. Vehicles can breakdown at any

given time and we cannot have a "Back Up" plan for every charter we

book as this is a unrealistic in the trvale industry. Just like in the commercial

airlines industry flights can get delayed or cancelled when mechanical

disruptions occur.

US Coachways did exhaust every effort to seek alternate transportion but was

unsuccseful As per the terms and conditons of our agreement in which the

consumer entered and consented to.

Company Policies

This company reserves the

right to lease equipment from other companies to fulfill this agreement. On all

Limousine and Party Bus Rentals a 15% Service Charge is included. Client is

responsible to make and pay for any reservations for ferry service that buses

may have to go on. Client is responsible to make any and all reservations that

may be needed for buses in order for services to be provided. In 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. Party

bus seating capacity is measured thigh to thigh at an estimated 18-20 inches

per seat. If a passenger is bigger or takes up more space then that then U.S.

Coachways, Inc. cannot guarantee the actual seating capacity. U.S. Coachways,

Inc. has the right to upgrade a vehicle at their own discretion without notice.

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. If a bus arrives at the scheduled pick up location and

no passenger's board vehicle 1hr after scheduled pick up time U.S. Coachways,

Inc has the right to cancel services on the spot and is not obligated to go to

the destination. Client will not be refunded. The alternate vehicle(s) will

satisfy U.S. Coachways, Inc. responsibilities under this agreement. In the

event that one or more electrical systems (such as Air Conditioning, Heat,

Restroom, Radio, Television or Problems with Directions) shall malfunction,

U.S. Coachways, Inc. sole liability in such an instance shall be limited to

five percent (5%) of the Charter cost, regardless of the number of mechanical

or electrical problems encountered. 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, 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. Client understands and acknowledges that the trip type set forth

in their final confirmation, incorporated herein by reference, shall be fully

binding and the liability of US Coachways, Inc., as described under this

Paragraph, shall be limited in accordance with same. U.S. Coachway's

liability hereunder is limited to the amount stipulated in the conformation and

is not liable to client for any and all consequential damages, including, but

not limited to, the costs of hiring substitute 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 late pickup or

no-show of requested transportation. Any and all credits issued by

U.S. Coachways, Inc. expire within 1 year of credit date. We cannot guarantee

the assignment of any requested drivers, vehicles or amenities. Any trip over

14 hours the driver must have 8 hours off duty. U.S. Coachways,

Inc. shall not be liable for any incidental, consequential, or special damages,

whether foreseeable or not, as a result of such delay. Any

reasonable and unavoidable special fees or charges incurred will be in

additions to all Charter rates as published. Security agreements are as

follows: Any damages to the vehicle caused by the client or his/her guest will

be charged at full cost (including down time) to the client. Any excessive

interior clean-up required (i.e. spills, vomiting etc.) will be charged to the

client at a minimum of two hundred dollars ($200.00) per occurrence. All

passengers are legally and financially responsible for any and all interior and

exterior damages caused to the vehicle during the trip by the passengers. The

undersigned also agrees that any charges that may arise may be charged to the

credit card used for the reservation. American Coachways is a subsidiary of

U.S. Coachways Inc. U.S. Coachways, Inc. requires a copy of the front and back

of the credit card being used for payment and a copy of the driver's license of

the card holder for charters $3000 and more.

Review: PROBLEM 1: AFTER LEAVING [redacted] WE STOPPED IN [redacted] TO SWITCH BUS DRIVERS - WHICH WE THOUGHT WAS GOING TO BE BETTER THAN THE FIRST BUS DRIVER, BECAUSE WE WERE SWERVING ALL OVER THE ROAD ALMOST HITTING A TRUCK (ACTUALLY I DID THINK HE HIT HIS MIRROR) WELL THE NEW BUS DRIVER WAS EXTREMELY RUDE FROM THE VERY FIRST TIME WE MET HER. THERE WAS A FEW PEOPLE OUTSIDE SMOKING WHILE WAITING FOR HER TO DO HER PRE TRIP INSPECTION AND SHE DEMANDED THAT WE GET ON THE BUS AND WE WERE NOT ALLOWED TO BE OFF.

PROBLEM 2: AT 2AM IN THE MORNING SHE DECIDED TO STOP AND GET FUEL ( WE ONLY HAVE BEEN TRAVELING FOR 4 HOURS AND IT THE FUEL LEVEL WAS NOT LOW ENOUGH TO HAVE TO STOP. AND SHE GAVE US NO HEADS UP THAT WHEN SHE DID STOP EVERYONE HAD TO GET OFF THE BUS (INCLUDING INFANTS, TODDLERS AND CHILDREN - WHICH WE HAD A LOT OF) SO WE WERE FORCED OUTSIDE WITH SCREAING AND COLD CHILDREN IN THE MIDDLE OF SOMEWHERE WE HAVE NEVER BEEN BEFORE FOR OVER 45 MINUTES. ALSO AT THIS TIME SHE DECIDED TO CALL THE POLICE ON MY HUSBAND BECAUSE HE EXPRESSED HIS FRUSTRATIONS ABOUT HAVING ALL THE CHILDREN OUTSIDE AT THIS TIME OF NIGHT IN THIS WEATHER.

PROBLEM 3: AFTER THE POLICE OFFICER CAME AND SPOKE TO MY HUSBAND AND THE REST OF THE BUS PASSENGERS, HE PROCEEDED TO TELL US IT WAS BY FEDERAL LAW THAT WE HAD TO GET OFF BUS FOR HER TO REFUEL BUT THAT SHE SHOULD HAVE TOLD U PRIOR OR MADE A SPOKE AT A BETTER TIME OF THE DAY. (THIS IS NOT THE FIRST BUS TRIP WE HAVE TAKE AND WE GO ON FAMILY REUNIONS EVERY YEAR - AND WE HAVE NEVER BEEN TOLD TO GET OFF THE BUS - AS THE DRIVER REFUELS WITHOUT OUR KNOWLEDGE WHILE WE ARE NOT ON BUS)

PROBLEM 4: AFTER BEING ON THE BUS FOR 10 HOURS WE ASKED HER TO STOP FOR FOOD AND SHE REFUSED - SHE SAID SHE WAS NOT STOPPING ANYWHERE FOR BREAKFAST OR LUNCH) WE HAVE DIABETIC AND PEOPLES WITH HEART DISEASE ON THE BUS WHO WERE GETTING SICK! THEY HAD MEDICINE THAT HAD TO BE TAKE WITH FOOD AND WAS UNABLE TO TAKE MEDICINE.

PROBLEM 5: AFTER CALLING DISPATCH TO REQUEST THEM TO HAVE HER TAKE US TO GET SOMETHING TO EAT BECAUSE OF THE CHILDREN AND OLDER FAMILY WITH HEALTH ISSUES. SHE HANGS UP THE PHONE AND YELLS WITH AN ATTITUDE THAT "THIS IS MY BUS - I OWN THIS BUS AND HE IS NOT MY BOSS (REFERRING TO THE MAN WHO CALLED HER TO ASK HER TO STOP FOR US)

PROBLEM 6: AFTER STOPPING SHE TELLS US WE ONLY HAVE 20 MINUTES BEFORE SHE IS LEAVING US

PROBLEM 7: SHE TELLS US WE ARE NOT ALLOWED TO HAVE ANY ALCOHOL ON THE BUS (WHICH A WAIVER WAS SIGNED PRIOR TO GETTING ON THE BUS THAT WE WILL BE CONSUMING ALCOHOL) SO NOW THE WHOLE 5 DAY TRIP WE ARE NOT ALLOWED TO DRINK ON THE BUS

PROBLEM 8: SHE STATED WHILE ON THE BUS (WHILE ON HER PHONE) "THATS WHY I HATE DRIVING FOR [redacted] PEOPLE......."

PROBLEM 9: THE DRIVER WENT TO [redacted] AND SHOPPING - WHEN IT WAS EXPRESSED THAT SOME PEOPLE ON THE BUS WANTED TO GO SHE TOLD US WE HAD TO FIND OUR OWN TRANSPORTATION

PROBLEM 10: WE WERE TOLD WE HAD TO PROVIDE A ROOM FOR THE 2ND BUS DRIVER - WHICH WE DID., AND THEN WAS TOLD INTO TRIP IT WAS NO LONGER NEEDED BUT WE ALREADY PAID FOR IT

PROBLEM 11: SHE LET THE BUS OFF AT THE SIDE OF THE HOTEL AND NOT THE FRONT (AFTER WE REQUESTED) BECAUSE WE HAD MULTIPLE HANDICAPPED PEOPLE ON THE BUS)

PROBLEM 12: THE HOTEL CALLED AND COMPLAINED ON THE DRIVER BECAUSE OF WHERE SHE PARKED AND THEY TOLD HER TO MOVE IT AND SHE TOLD THEM SHE WAS TOO TIRED TO MOVE IT. SO SHE DID NOT MOVE IT.

PROBLEM 13: LACK OF COMMUNICATION FROM OFFICE TO DRIVER. WE HAD A WHOLE ITINERARY ON WHERE WE WERE GOING TO GO AND THAT INFO WAS NEVER RELAYED TO DRIVE WHOM DID NOT WANT TO TAKE US ON ANY PLANNED/PRE PAID EVENTS)

PROBLEM 14: WHEN LEAVING TO GO HOME ON THE LAST DAY - SHE TOLD US TO LOAD OUR BAGS AT 8 AND THAT THE BUS WAS LEAVING AT 9. THE ENTIRE BUS WAS READY TO LEAVE AND WAITING OUTSIDE AT 8:30 AND THE BUS DRIVER DID NOT SHOW UP UNTIL 10.

PROBLEM 15: AT A DINNER STOP ON THE WAY HOME SHE REFUSED TO LET THE HANDICAPPED PEOPLE ON THE BUS UNTIL THE WHOLE BUS WAS READY TO BOARD.

PROBLEM 16: THE BATHROOM WAS NEVER CLEANED THE ENTIRE TRIP. WE HAD TO BUY AIR FRESHENER AND CLEANING SUPPLIES FOR BATHROOM. THE BUS SMELL WAS HORRIBLE.

OUR ENTIRE TRIP WAS RUINED. OUR VACATION TURNED INTO THE COPS BRING CALLED, STRESSING AND WORRYING HOW WE WERE GOING TO GET TO PLACES WHEN WE RENTED A BUS TO GET US THERE. THE SMART REMARKS MADE TO THE ELDERS ON THE BUS. THE TIME TAKEN OUT TO CALL DISPATCH TO REQUEST CERTAIN THINGS. THE OVERALL LACK OF COMMUNICATION AND FILING TO PROVIDE PROFESSIONALISM. TIME CAN NOT BE BROUGHT BACK AND THIS WAS A FAMILY VACATION THAT WAS NEGATIVELY IMPACTED SOLELY BY THIS COMPANY.Desired Settlement: REFUND AND APOLOGY OF HOW WE WERE TREATED.

Business

Response:

This is the report that was supplied by our dispatcher Kevin F[redacted] who handled the call from the consumer and the bus driver. The first night of the trip, the client requested to make a rest stop, according to our bus driver Danielle, it is at this point that Danielle asked everyone to get off the bus so they could fuel. One of the male passengers got loud with the bus driver. The driver did explain to them that this is a Federal Law and there as we are not able to fuel the bus with passengers on board and there isn’t any way around it. The driver thought stopping for fuel while they were atthe rest stop would be better than doing it 4 hours later at 6:00 in the morning. It is at this point the driver called the cops cause she felt threatened as multiple passengers were threatening her. The consumers itinerary did not have listed requested food stops as the client states and we did make exceptions to make some of these stops and not have the consumer incur any additional costs. The consumer did not sign any waiver for alcohol to be used on the bus as they state as we do not offer alcohol waivers; it is the law that if any minors are on board the bus they all alcohol be stored in luggage bays below the bus. At no point in time during the events was US Coachways ever notified about a dirty restroom. This trip may not be the consumers first experience with riding on board motor coach bus however it does appear to me that the consumer has been traveling on board companies buses who do not adhere to Federal laws and is putting the lives of passengers safety at jeopardy through the other companies it has chartered with. The consumers request for a refund is denied.

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 feel they only addressed PARTIAL Issues.

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:

THERE WAS A FEW PEOPLE OUTSIDE SMOKING WHILE WAITING FOR HER TO DO HER PRE TRIP INSPECTION AND SHE DEMANDED THAT WE GET ON THE BUS AND WE WERE NOT ALLOWED TO BE OFF. DRIVER NEVER GAVE ANY INDICATION WE COULD REFUEL AT 6AM. THAT WOULD HAVE BEEN AN OPTION WE WOULD HAVE CHOSEN AS IT WOULD NOT HAVE BEEN SO COLD WITH INFANTS AND CHILDREN OFF THE BUS IN THE MIDDLE OF THE NIGHT WHILE DARK. IT WAS DEMANDED TO US THAT WE GTE OFF AT THE TIME.PROBLEM 4: AFTER BEING ON THE BUS FOR 10 HOURS WE ASKED HER TO STOP FOR FOOD AND SHE REFUSED - SHE SAID SHE WAS NOT STOPPING ANYWHERE FOR BREAKFAST OR LUNCH) WE HAVE DIABETIC AND PEOPLES WITH HEART DISEASE ON THE BUS WHO WERE GETTING SICK! THEY HAD MEDICINE THAT HAD TO BE TAKE WITH FOOD AND WAS UNABLE TO TAKE MEDICINE. PROBLEM 5: AFTER CALLING DISPATCH TO REQUEST THEM TO HAVE HER TAKE US TO GET SOMETHING TO EAT BECAUSE OF THE CHILDREN AND OLDER FAMILY WITH HEALTH ISSUES. SHE HANGS UP THE PHONE AND YELLS WITH AN ATTITUDE THAT "THIS IS MY BUS - I OWN THIS BUS AND HE IS NOT MY BOSS (REFERRING TO THE MAN WHO CALLED HER TO ASK HER TO STOP FOR US)PROBLEM 6: AFTER STOPPING SHE TELLS US WE ONLY HAVE 20 MINUTES BEFORE SHE IS LEAVING USPROBLEM 8: SHE STATED WHILE ON THE BUS (WHILE ON HER PHONE) "THATS WHY I HATE DRIVING FOR [redacted] PEOPLE......."PROBLEM 9: THE DRIVER WENT TO [redacted] AND SHOPPING - WHEN IT WAS EXPRESSED THAT SOME PEOPLE ON THE BUS WANTED TO GO SHE TOLD US WE HAD TO FIND OUR OWN TRANSPORTATIONPROBLEM 10: WE WERE TOLD WE HAD TO PROVIDE A ROOM FOR THE 2ND BUS DRIVER - WHICH WE DID., AND THEN WAS TOLD INTO TRIP IT WAS NO LONGER NEEDED BUT WE ALREADY PAID FOR ITPROBLEM 11: SHE LET THE BUS OFF AT THE SIDE OF THE HOTEL AND NOT THE FRONT (AFTER WE REQUESTED) BECAUSE WE HAD MULTIPLE HANDICAPPED PEOPLE ON THE BUS) PROBLEM 12: THE HOTEL CALLED AND COMPLAINED ON THE DRIVER BECAUSE OF WHERE SHE PARKED AND THEY TOLD HER TO MOVE IT AND SHE TOLD THEM SHE WAS TOO TIRED TO MOVE IT. SO SHE DID NOT MOVE IT. PROBLEM 13: LACK OF COMMUNICATION FROM OFFICE TO DRIVER. WE HAD A WHOLE ITINERARY ON WHERE WE WERE GOING TO GO AND THAT INFO WAS NEVER RELAYED TO DRIVE WHOM DID NOT WANT TO TAKE US ON ANY PLANNED/PRE PAID EVENTS)PROBLEM 14: WHEN LEAVING TO GO HOME ON THE LAST DAY - SHE TOLD US TO LOAD OUR BAGS AT 8 AND THAT THE BUS WAS LEAVING AT 9. THE ENTIRE BUS WAS READY TO LEAVE AND WAITING OUTSIDE AT 8:30 AND THE BUS DRIVER DID NOT SHOW UP UNTIL 10. PROBLEM 15: AT A DINNER STOP ON THE WAY HOME SHE REFUSED TO LET THE HANDICAPPED PEOPLE ON THE BUS UNTIL THE WHOLE BUS WAS READY TO BOARD. PROBLEM 16: THE BATHROOM WAS NEVER CLEANED THE ENTIRE TRIP. WE HAD TO BUY AIR FRESHENER AND CLEANING SUPPLIES FOR BATHROOM. THE BUS SMELL WAS HORRIBLE.OUR ENTIRE TRIP WAS RUINED. OUR VACATION TURNED INTO THE COPS BRING CALLED, STRESSING AND WORRYING HOW WE WERE GOING TO GET TO PLACES WHEN WE RENTED A BUS TO GET US THERE. THE SMART REMARKS MADE TO THE ELDERS ON THE BUS. THE TIME TAKEN OUT TO CALL DISPATCH TO REQUEST CERTAIN THINGS. THE OVERALL LACK OF COMMUNICATION AND FILING TO PROVIDE PROFESSIONALISM. TIME CAN NOT BE BROUGHT BACK AND THIS WAS A FAMILY VACATION THAT WAS NEGATIVELY IMPACTED SOLELY BY THIS COMPANY.

SEE ABOVE ORIGINAL CONCERNS THAT WERE NOT ADDRESSED.

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

Sincerely,

Business

Response:

THERE WAS A FEW PEOPLE OUTSIDE SMOKING WHILE WAITING FOR HER TO DO HER PRE TRIP INSPECTION AND SHE DEMANDED THAT WE GET ON THE BUS AND WE WERE NOT ALLOWED TO BE OFF. This does not warrant a full refund. DRIVER NEVER GAVE ANY INDICATION WE COULD REFUEL AT 6AM. THAT WOULD HAVE BEEN AN OPTION WE WOULD HAVE CHOSEN AS IT WOULD NOT HAVE BEEN SO COLD WITH INFANTS AND CHILDREN OFF THE BUS IN THE MIDDLE OF THE NIGHT WHILE DARK. IT WAS DEMANDED TO US THAT WE GTE OFF AT THE TIME.It is at the drivers discretion on when to re-fuel. This stopped does not need to be consulted with the consumer. PROBLEM 4: AFTER BEING ON THE BUS FOR 10 HOURS WE ASKED HER TO STOP FOR FOOD AND SHE REFUSED - SHE SAID SHE WAS NOT STOPPING ANYWHERE FOR BREAKFAST OR LUNCH) WE HAVE DIABETIC AND PEOPLES WITH HEART DISEASE ON THE BUS WHO WERE GETTING SICK! THEY HAD MEDICINE THAT HAD TO BE TAKE WITH FOOD AND WAS UNABLE TO TAKE MEDICINE. These stops were not part of the consumers itinerary and were not pre-approved by USC. PROBLEM 5: AFTER CALLING DISPATCH TO REQUEST THEM TO HAVE HER TAKE US TO GET SOMETHING TO EAT BECAUSE OF THE CHILDREN AND OLDER FAMILY WITH HEALTH ISSUES. SHE HANGS UP THE PHONE AND YELLS WITH AN ATTITUDE THAT "THIS IS MY BUS - I OWN THIS BUS AND HE IS NOT MY BOSS (REFERRING TO THE MAN WHO CALLED HER TO ASK HER TO STOP FOR US)USC Made several exceptions and had the bus stop even though these stops were not scheduled or approved by USC. PROBLEM 6: AFTER STOPPING SHE TELLS US WE ONLY HAVE 20 MINUTES BEFORE SHE IS LEAVING USOnce again these stops were not scheduled or part of the consumers itinerary. PROBLEM 8: SHE STATED WHILE ON THE BUS (WHILE ON HER PHONE) "THATS WHY I HATE DRIVING FOR [redacted] PEOPLE......."This remark is hearsay and has not been founded to be true.PROBLEM 9: THE DRIVER WENT TO [redacted] AND SHOPPING - WHEN IT WAS EXPRESSED THAT SOME PEOPLE ON THE BUS WANTED TO GO SHE TOLD US WE HAD TO FIND OUR OWN TRANSPORTATION.Was this a scheduled stop that the consumer had requested? PROBLEM 10: WE WERE TOLD WE HAD TO PROVIDE A ROOM FOR THE 2ND BUS DRIVER - WHICH WE DID., AND THEN WAS TOLD INTO TRIP IT WAS NO LONGER NEEDED BUT WE ALREADY PAID FOR ITDoes the consumer have any supporting documents from USC that state they needed to provided a room for the 2nd bus driver?PROBLEM 11: SHE LET THE BUS OFF AT THE SIDE OF THE HOTEL AND NOT THE FRONT (AFTER WE REQUESTED) BECAUSE WE HAD MULTIPLE HANDICAPPED PEOPLE ON THE BUS) Was the bus able to load/unload in front of the hotel?PROBLEM 12: THE HOTEL CALLED AND COMPLAINED ON THE DRIVER BECAUSE OF WHERE SHE PARKED AND THEY TOLD HER TO MOVE IT AND SHE TOLD THEM SHE WAS TOO TIRED TO MOVE IT. SO SHE DID NOT MOVE IT. We have no record of this happening; do you have any supporting documents from the hotel to support this claim?PROBLEM 13: LACK OF COMMUNICATION FROM OFFICE TO DRIVER. WE HAD A WHOLE ITINERARY ON WHERE WE WERE GOING TO GO AND THAT INFO WAS NEVER RELAYED TO DRIVE WHOM DID NOT WANT TO TAKE US ON ANY PLANNED/PRE PAID EVENTS)The drivers itinerary that was supplied is the same itinerary the consumer has supplied to USC. Any information in which was missing we ask the consumer to show this in writing. PROBLEM 14: WHEN LEAVING TO GO HOME ON THE LAST DAY - SHE TOLD US TO LOAD OUR BAGS AT 8 AND THAT THE BUS WAS LEAVING AT 9. THE ENTIRE BUS WAS READY TO LEAVE AND WAITING OUTSIDE AT 8:30 AND THE BUS DRIVER DID NOT SHOW UP UNTIL 10. This does not warrant a full refund. PROBLEM 15: AT A DINNER STOP ON THE WAY HOME SHE REFUSED TO LET THE HANDICAPPED PEOPLE ON THE BUS UNTIL THE WHOLE BUS WAS READY TO BOARD. The driver denies this statement. PROBLEM 16: THE BATHROOM WAS NEVER CLEANED THE ENTIRE TRIP. WE HAD TO BUY AIR FRESHENER AND CLEANING SUPPLIES FOR BATHROOM. THE BUS SMELL WAS HORRIBLE.If passengers go #2 on the bus there may be an odor; bus restroom use holding tanks.

Review: A refund of $8,077.65 is owed to the [redacted]r of [redacted] sorority ([redacted]. In October 2013, [redacted] contracted for 11 buses to transport approximately 500 people from Baton Rouge, Louisiana to White Castle, Louisiana on November **, 2013-November **, 2013. [redacted], the [redacted] for the chapter officer planning the event, was the point of contact for US Coachways.

[redacted] was told when she booked the charter that a credit card was needed to hold the charter, but that payment could be made by check prior to the charter. [redacted] provided her credit card information to hold the charter. Instead of merely holding the charter with [redacted]’s card, US Coachways charged [redacted] $3,461.85 to hold the charter and then charged [redacted]'s card for teh balance of the trip, $8,077.65. As the chapter had previously reimbursed [redacted] for the $3,461.85 deposit that was charged and mailed a check to US Coachways for the $8,077.65 balance owed, [redacted] reqeusted that US Coachways refund her card the $8,077.65 which was charged. The US Coachways representative advised that US Coachways would reimburse [redacted]'s card once it received the chapter's check. The check was received and deposited by US Coachways on or about October **, 2013.

On November **, 2013, two days before the scheduled trip, US Coachways representatives advised [redacted] that US Coachways was unable to provide all 11 buses as contracted for. US Coachways suggested that the busses they were able to confirm be used to shuttle 500+ people to and from the event site, or that we share busses with another person who had contracted for busses the same night. Since we had contracted and paid for 11 busses for our exclusive use, US Coachways proposal was not viable. Accordingly, we were forced to cancel the contract and the US Coachways representatives promised a full refund, to be issued by check.

To date, the full check has not been received.

On March **, 2014, [redacted] contacted [redacted] and [redacted] about the refund. [redacted] responded on March **, 2014 advising that she sent the refund request to the [redacted] and that we could follow-up with her directly at [redacted].

On March **, 2014, I emailed the [redacted] requesting an update on when we can expect to receive a refund, confirmation on the amount to be refunded, and proving the address where the refund should be mailed. I received no response to this email.

On April *, 2014, I again emailed the [redacted], with a copy to [redacted], requesting an update on the refund check.

On April **, 2014, I spoke with [redacted] about the delay in receiving a refund. [redacted] advised that she would speak with the [redacted] about having the check issued to the chapter the next day, April **, 2014, and that we should expect to receive it in the mail the following week. I confirmed my conversation with [redacted] by email the same day and advised that if we did not receive the check the following week, I would call her. [redacted] confirmed receipt of this email the same day, April **, advised that she sent the refund request to “[redacted],” and advised that I could follow-up with her directly at [redacted].

On April **, 2014, after not receiving the check as promised, I emailed [redacted] with a copy to [redacted]a, inquiring about the date US Coachways mailed the check and to confirm the address to which the check was sent. At this time, we expected that US Coachways would follow through with the promises made by [redacted] in our conversation on April [redacted], and assumed that the check had been mailed. I did not receive a response to this email.

On May **, 2014, I spoke with a customer service representative who advised that the reimbursement for our charter had not been fully processed. The representatives advised that a refund of $8,077.65 was placed in US Coachway’s que on May **, 2014 around 5:00 pm. The representative advised that it will take a few days for the check to process. I informed that customer service representative that the refund amount should have been $11,539.50. The Customer Service representative advised that he would update the refund information and notify accounting.

The same day, I left a voicemail message for [redacted] concerning the information received from the customer service representative and to again demand a refund from US Coachways. I also sent an email on May **, 2014 to the [redacted] and [redacted] confirming the information provided by the customer service representative and to demand payment. I did not receive a response to this email.

On June **, 2014, I again spoke with a customer service representative. The representative advised that $8,077.65 was refunded to [redacted]’s credit card around May [redacted] reviewed her credit card account and determined that a refund had not been issued to her card.

On June **, 2014, I also spoke with [redacted] about the ongoing delay in receiving a refund. I forwarded to her copies of all my prior email correspondence with US Coachways requesting our refund. I also provided [redacted] a copy of the cancelled check for $8,077.65.

On June **, 2014, I emailed [redacted] to advise that $8,077.05 had not been refunded to [redacted]’s credit card and that US Coachways still owed [redacted] $11,539.50. I again provided our mailing address and requested an update on the refund request.

On June **, 2014, I again called US Coachway’s customer service number, explained the situation, and was given contact information for US Coachways [redacted]. I left [redacted] and [redacted] voicemail messages concerning the ongoing problems. I also emailed [redacted], with a copy to [redacted] and the [redacted], providing a summary of our efforts to receive a refund and requesting that she call me about the outstanding refund. [redacted] returned my call, leaving a voicemail message advising that [redacted] needed to put in a request for a full refund.

On June **, 2014, after receiving [redacted]’s message, I emailed [redacted] to relay [redacted]’s message and asking [redacted] to confirm that she made a request for a full refund of $11,539.50 to be paid to [redacted]. I did not receive a response.

On July **, 2014, I again contacted the customer service department. The representative confirmed that there were several notes in the system about our refund requests, but he could not see if the check had been issued. He did advise that it takes 30 to 45 days for checks to process, which was completely unacceptable under the current circumstances.

On July **, 2014, I was advised that $3,461.85 was refunded to [redacted]'s credit card and that in October 2013, $8,077.65 was returned to her card. However, becuase US Coachways cashed the chapter's check in October 2013 AND charged [redacted]'s card in October 2013, US Coachways still owes the chapter $8,077.65.

I emailed the [redacted] about the outstanding balance owed to the chapter on August **, 2014, and the [redacted] advised that she woudl look into the issue the next morning and asked for another copy of the cancelled check, which I provided on August **, 2014.

I emailed the [redacted] on August **, 2014 for an update on the refund and have not receved any response.

To date, the Chapter has not received a refund of the $8,077.65 itpaid to US Coachways in October 2014.Desired Settlement: The chapter requests an imeediate refund of $8,077.65 by CHECK to be made payable to and delivered as follows:

4[redacted]

Business

Response:

We have reached out to client and are waiting on a responce.

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:

Company contacted me on 8/**/14 at 10:08 am requesting inforamtion on to whom the check should be made payable and the mailing address. Though this information had been provided several times previously, I provided the name and address on 8/**/14 at 10:31 am. We do not consider the compliant resolved until the check is received as the compnay has promised payment several times without actually making payment.

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:

The company has advised that they mailed a refund check. We are currently waiting to receive the check. Once the check is received, we will consider the matter resolved.

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

Sincerely,

Business

Response:

The consumres refund was processed last week and the check was mailed.

Review: I sent the company check # [redacted] for the amount of $6990 to cover transportation to [redacted] on JUne ** and a return trip on June **. They called and cancelled. I contracted with another company. I did not receive any money until after I contacted the Revdex.com. They sent me check # [redacted] for $3495, half what they owe. I feel they owe .They owe [redacted] $3495. A bus showed up at camp on ** June. Supposedly from US Coachways when they had already cancelled. I did not ask for the bus. Invoice # [redacted] and [redacted]Desired Settlement: Refund check for the amount of $3495.

Business

Response:

I have reviewed the consumers complaint and apologize for this inconvenience. There was a computer error in accounting and the consumer will be refunded for the difference amount disputed.

Review: This company charged my credit card two months early for two charters I was to use for my wedding. I had received an erroneous email the prior month concerning the matter and attempted to contact my [redacted] right away. I received no response, then the money was charged to my card. I called on July *, 2014 telling them of this issue and I was assured on the [redacted], that I would receive that money back. I called on the [redacted] of month because neither myself, nor my bank, had seen that refund. I asked for a full refund in writing that day and cancelled the charters because I was so upset. I had spent the day calling and trying to get in touch with a [redacted] because my account specialist still wouldn't return my calls. It turns out that neither would his [redacted]. I received an email stating that I would receive a full refund, but it still has not be processed. This is upsetting because it was not an error on my part or my simply wanting to cancel the charters. They charged my card TWO MONTHS early and now I'm still waiting for my refund and I have to find a new charter service for my wedding in less than 3 months because this one has treated us so poorly.Desired Settlement: Despite my being late on both rent and bills, I don't want to have to sue the company to get my money and the late charges I've accrued this month. I just want to be refunded my money in full so that I can pay my bills and find a new charter. They owe me 1924.77 in refunds. I just really want that back.

Business

Response:

I have revised the consumers complaint.

The consumer cancelled their services back on 07/** and was refunded on 07/**.

Please consider this case closed.

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,

Review: Requested a mini bus for a Corporate outing. What was sent was a "pimped out" party bus, complete with poles on the inside, and looked like a prison bus on the outside. This was not an acceptable substitute, and no notice of the substitution was given. I notified the sales rep, and anyone else's email I could find from the company, and also put in a complaint. I received a pre-written email stating I was entitled to a $50 credit off the next US Coachways bill as long as I signed a release form. I then notified the company that we didn't intend to rent any more buses and that this was not an acceptable reimbursement rate due to the high cost of the bus. I have resent this, but still have not been able to receive a response.Desired Settlement: Full or partial refund.

Business

Response:

US Coachways has offered the client a $200.00 refund in which the consumer had not replied or accepted.

Review: A Charter ( [redacted])•Was booked with US Coachways on May [redacted] for a surprise birthday trip to [redacted].

To say the event was a disaster is an understatement due to the numerous issues below :

1. The bus was an hour.late. There was no phone call to alert us of the situation. It had broken down en route, yet no one from your company contacted anyone - even though your company has our contact information.

2. Upon arrival, as people were loading the bus, they noticed a sickenly strong diesel odor. En route, it quickly became clear that the air conditioning did not work. It was over 90 degrees that day.It was swelteringly uncomfortable.

3. The bus driver appeared to be agitated when asked about the diesel smell and air conditioning. He was very abrupt and made people feel uncomfortable. He was overheard by passengers calling the company to quit.

4. As the trip continued, people became nauseated and ill; so ill, in fact, that our Business Manager asked the driver to pull over in [redacted] to allow people to get some air. The Business Manager was unable to continue the trip due to the severity of the ill effects of the diesel odor and extreme temperatures, and had to have his wife drive out to pick him up.

5. The driver drove several additional hours to get another bus for the trip home. On the way home, he was driving at excessive speeds, He and driving erratically . One member of our party sat up front with the driver due to concerns for his safety and ours.

6. To quote your website:

"Personal Service, Extensive Fleet & Great Rates for Travel Throughout the U.S. Coachways is a nationwide leading bus company providing quality transportation and personal service for point to point excursions, long­ distance, overnight trips, special events and more. No matter where you are traveling in the United States, our bus charter rentals offer safe, reliable transportation at affordable rates for both large and small groups. “…delivering extensive service to fulfill all your transportation needs with first rate customer service and safety as our top priorities. …your bus rental trip goes exactly as planned. All our vehicles…are well maintained and inspected regularly to ensure a safe, timely journey.”

The company was contacted with the request for a full refund. Our trip was neither timely, nor safe. We were offered $100.00Desired Settlement: A full refund is requested.

Business

Response:

US Coachways has reviewed the consumers complaint and a 10% refund was offered in which the client has not acknowledge the acceptance of this offer.

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:

Given the severity of the complaint we feel a 10 % refund offer is not acceptable. We had members of our group physically ill and unable to complete the trip. We were over two hours late arriving to our destination. Every single person on the bus trip was overcome by heat and fumes. So much so that we had to stop the trip and get fresh air before we were able to continue the trip. We were not delivered the services promised. The trip down was late and physically unbearable. We arrived home late as well and while the trip home was comfortable as far as the temperature and fumes were concerned, we were all uncomfortable and on edge due to the unsafe way the bus was being driven. We will accept a 100 % refund.

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

Sincerely,

Business

Response:

If the consumer wished to accept the previous offer they will need to sign a general release form accepting this. ?

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,

Review: Paid contract in full. Company Cancelled contract on May ** 2013. Have not received refund as of June ** 2013. Called company twice and talked to [redacted]. She claimed that finance did not get my address. This money is out of the District 46 Lions Camp Dat-So-La-Lee budget, a camp for disadvantaged children. $6590.

Business

Response:

I have reviewed the consumers complaint and a refund check # [redacted] has been mailed to the consumer in the amount of $3495.00

Review: A bus was contracted to leave from ** and Arrive in [redacted] and then back

1. Bus could not find pick up location, arrived late

2. Bus driver had wrong itinerary and was taking us to [redacted], NOT [redacted] 3. Bus stalled several times on ramps and on a bridge

4. Bus broke down

5. Bus had to be detoured and fixed at a mechanic shop

6. Bus still running slow up hills

7. Bus leaked on seats, floor, passengers making the trip very wet and nasty

8. Bus bathroom was NOT emptied and smelled like a sewer on the way home

9. Bus still would not operate correctly after being “fixed"

10. Bus company said they would send a new bus, they never didDesired Settlement: I want a complete refund for the horrible and unsafe service provided

Business

Response:

US Coachways has reviewed this complaint and offer the consumer a refund of $238.14

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Description: TRANSPORTATION SERVICES, BUSES-CHARTER & RENTAL

Address: 291152 Range Road 20 Box 843, Staten Island, New York, United States, 10305-1839

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