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US Coachways, Inc.

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Reviews US Coachways, Inc.

US Coachways, Inc. Reviews (369)

Review: We did a lot of trips for Us Coachways.We agreed that US Coachways would provide a PO number along with the payment before we did the trips. However, the admin had called numerous times asking if we would put off charging the company's credit until the trip is over. We agreed to that. After a while the bill became big and asked for the payment, and US Coachways started paying me little by little and we agreed that will pay an amount of $ 5,000 until the balance is paid. However, they have been reluctant about the payment. I emailed them and left messages but to no avail.Desired Settlement: US Coachways needs to pay the whole balance

Business

Response:

We are in contact with our vendor and this is being handled.

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:

They are still being reluctant to pay the outstanding invoices. I need the payment immediately.

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

Sincerely,

Business

Response:

US Coachways [redacted] had spoken with [redacted] and are in disagreement about money owed to [redacted] as we are showing on record approximately $25k owed and [redacted] is stating $40k but is not disagreeing with US Caochways amount stated. [redacted] has agreed to accept weekly payments until the amount owed gets caught up. A payment has been made today and acccepted by [redacted]. I kindly request that the Revdex.com administratively 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:

[redacted] did advise that he would send a payment of $2,500 a week. However, they only sent $2,210.00 today. I suggest that the case will stay open until I get the full balance paid because the collection process has been going since February 2014.

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

Sincerely,

Review: I contracted to have a 56 passenger bus charter ( no [redacted] ) on Sept [redacted] of this year.

Two days before the charter I was told by US Coachways that due to mechanical problems there were

no buses available. I had to eventually REQUEST my refund through their accounting office.

I made a deposit of $ 325.88 and final payment of $ 760.37 for a total of $ 1086.25.

The were in error when they sent me only $ 1068 .25 . Numerous phone messages left for the

[redacted] ( [redacted] ###-###-#### ) are not returned. Additionally

I have requested the accounting office ( [redacted] ) to resolve

this issue and my e-mails go unanswered. I want the balance of my refund in the amount of

$18 to be forwarded as soon as possible. Additionally, I will be forwarding you a letter advising you

of the ill treatment I received during this entire process. Kindly resolve this refund issue promptly.

Sincerely [redacted]Desired Settlement: Send a check in the amount of $18 to my home address.

Business

Response:

US Coachways acknowledges that the refund was processed with

the incorrect amount and the consumer will be issued a check for the remaining

$18.00

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: Our church group contracted with Coachways to have them drive us to Newar Airport on the morning of 2/**/2013. Early on the morning of 2/** at 1 am a bus from the company did meet our group at May memorial UU Society in Syracuse NY. The driver did make it on time. That is the most positive thing that I can say about this bus ride. The charter number was[redacted]. The bus was not what we're promised. It was not a brand new 24 passenger bus it was an older 32 passenger bus. The seats did not recline, there were no tables or trays to play cards on or keep ourselves occupied. The seats were little better than a school bus. The were horribly uncomfortable. The driver was horrible. He smoked inside the bus while driving. The bus was not fully gassed up when he arrived and he had to find a gas station in Lafayette NY. He did make one bathroom stop for himself on the side of the road. There was no bathroom stop for the passengers. They were physically uncomfortable. At no time did the driver ask if anyone needed a break. He simply pulled over and relieved himself on the side of the road. This is not professional driver behavior. He had difficult driving the bus. There was very noticeable jerking, speeding up and slowing down in his driving and he spent most of the drive straddling two lanes instead of staying in his own lane. The passengers were uncomfortable and scared. We question whether or not this driver was a trained bus driver. I would like a refund, of 1464.75 for the first leg of the trip. You did not hold to your end of our contract. We were there we paid our money we expected decent service. We are on a church trip doing service work in Haiti. We did a lot of fundraisers and worked hard to get the money to pay for your bus service. We were promised a somewhat pleasant transit. the company failed miserably. Thank you for your attention to this. [redacted]Desired Settlement: I would like a refund, of 1464.75 for the first leg of the trip. the company did not hold to their end of our contract. We were there we paid our money we expected decent service.

Business

Response:

Below please find out response in regards to the consumers complaint.

Consumer states the bus they received was not brand new.

US Coachways at no point guarantees to its consumer that equipment will be brand new. US Coachways offers its consumers late model equipment. The bus the consumer received was a 2013 bus. Attached are photos of this bus for that were taken this morning along with a copy of the current registration of the bus showing the year of the vehicle supplied. the Revdex.com to review.

Consumer states seats did not recline and there were no tray tables to play cards.

The consumer purchased a 24 passenger mini coach bus; see attached request form written by the consumer and signed confirmation. US Coachways does not advertise that its 24 passenger mini coach buses come equipped with any tray tables and or restrooms. See attached advertisement on the US Coachways website. In addition please note that US Coachways does note that the vehicles and amenities may not be available in all areas; therefore we apologize the consumer did not have reclining seating but the consumer is confused as it assumed the bus would have tables and or restrooms. Not only is this listed on our website but please refer to contract were we also stipulate the buses amenities; please see highlighted areas.

In conclusion to our findings please refer to the terms and conditions of the contract in which the consumer agrees to the provision that the consumer must notify US Coachways 24/7 dispatch while the trip is in progress and make USC aware of any situations. Should the consumer not contact USC than USC should not be held liable for any issues. The consumer failed to notify USC while the trip was in progress; if the consumer felt unsafe in anyway USC would have expected to hear from the consumer to help remedy the situation at the time of service.

Review: This company promised to refund by way of a release form an amount agreed upon for lack of services, poor quality services -- that resulted leaving my group of high school students stranded in a [redacted] Stop for over eight hours. This was the worst transportation experience I have ever been part of or witness to. We initially requested a full refund and they refused to accommodate that -- so short of litigating we settled on an amount suggested by the company. A release form was initiated and agreed upon weeks ago and they have refused to act on the agreement.Desired Settlement: They agreed to refund us the amount of $1300.00 -- hardly an adequate settlement for what they put us through (kids, parents, teachers all lost a day of school/work because of their inability to respond to our calls, pleas for help). At this point we would just like for them to make good on their agreement, and we’d like to put this behind us.

Business

Response:

A check has been cut and will be mailed today. Please consider this case 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:

[Your Answer Here]

I am sending this email regarding the bus company, US Coachways. I posted an official complaint with he Revdex.com in which a response was given, however, the issue is still not resolved since US Coachways has still not sent a check as they promised. At least it has not arrived in our hands as of yet. Ample time to get that to us has quite passed. Your help in resolving this issue will be greatly appreciated.[redacted]

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

Sincerely,

Business

Response:

The consumer must allow adequate time for the delivery of the check. It has been issued and mailed.

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: MADE A RESERVATION TO CHARTER A BUS FOR HIGH SCHOOL BASEBALL TEAM HERE AT [redacted]. WE MADE THE STATE PLAYOFFS AND WERE TRAVELING THE 2ND ROUND. UNFORTUNANTLY WE LOST THE 1ST ROUND AND WERE OUT OF PLAYOFFS. I CANCELED THE CHARTER WITH [redacted], PROJECT MANAGER. SHE INFORMED ME THAT PER OUR TERMS, I AM STILL RESPONSIBLE FOR 75% OF THE COST. THAT WOULD BE $2,092.50, WHICH I HAVE PER EMAIL FROM HER. I GOT MY VISA BILL TODAY AND US COACHWAYS HAS CHARGED ME THE FULL $2,790.00 I NEED A LITTLE HELP WITH THIS. I HAVE LEFT A MESSAGE WITH [redacted]. I HAVE DOCUMENTATION IF NEEDED. I AM ALSO A MEMBER OF THE Revdex.com HERE IN [redacted], IN GOOD STANDING. I AM OK WITH THE $2,092.50 AS THAT IS MY MISTAKE OF DOING BUSINESS WITH US COACHWAYS, BUT NOT OK WITH THE TOTAL BILLING.Desired Settlement: I WANT THE CORRECT AMOUNT BILLED ON MY CARD. I UNDERSTAND THEIR TERMS. I JUST SHOULD HAVE NEVER DONE BUSINESS WITH THIS GROUP.

Business

Response:

US Coachways will be issuing a refund of $695.00 to the consumer.

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: An [redacted] at US Coachways quoted our company the price of $6,105 to charter a bus for one week. We asked the her multiple times, in various phrasings, if there were any additional costs and fees. We were told that the ONLY costs in addition to this price would be lodging for the driver, gratuity, and parking costs throughout the week. Because US Coachways beat the price of a competing company, we chose their service. This was a Friday - and although the [redacted] told us that multiple buses were available, and that there was no need to book before the weekend, we told her it was important to us to secure a vehicle by end of day. We didn't want to risk vehicles no longer being available at this price. We gave our credit card, and the [redacted] told us a coach was reserved for us at the quoted price.

We made a mistake by not booking with the competing company, which ultimately would have been less expensive and less hassle.

Monday morning, we began receiving automatically-sent daily emails stating that our charter was being processed. We called US Coachways for an update. The [redacted] confirmed that our coach was reserved, but that it took some time (up to 72 hours) to process the paperwork. She asked for more details about the itinerary and timing of our trip. (as she continued to do in our conversations throughout the week) We followed up with US Coachways several times over the course of the week, and each time we were told we had nothing to worry about: we had a bus and there was no need to look into alternatives. We were told that there was a specific vehicle assigned to our charter, that we were "pending" only because a driver had not yet been assigned to our trip, and that the automated emails were normal.

Three days before our trip was supposed to leave (Thursday afternoon), we received a phone call from a different US Coachways employee. We were told that the bus would now cost $7,690, and that we had 5 minutes to decide if we wanted to take it or leave it at the higher cost, because the person calling us was about to go home for the day. This new cost was significantly higher that the quote we had originally been given by a competing company. Of course, the competitor's vehicle was no longer available. We were also told that the price we were originally quoted ( $6,105) would have been subject to a 5% booking fee, contrary to what we had originally been told. At this point, we had no choice but to book at the higher rate.

Since then, we have read several other online reviews describing similar treatment by US Coachways. A representative of US Coachways with the authority to remedy this problem has not gotten back to us as promised. Needless to say, neither our company nor the companies we partner with will ever book with US Coachways again.Desired Settlement: We are asking for a refund of $1,585. (the difference between the price quoted and the price paid)

Business

Response:

I have reviewed the consumers complaint and decline the

request for a refund of $1585.00

As per the provisions of the agreement in which the

consumer entered and agreed upon the following provisions.

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 has mechanical fault. If your requested vehicle is unavailable due to mechanical fault 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 or cancel your entire contract and receiving a full refund of all monies paid at that time.

Service Charge:

All charters include a 15% service charge which includes a minimal gratuity to the driver, tolls and fuel surcharge. An additional 5% administrative fee which is not included in your charter cost will be added to the total amount to be charged on your credit

card authorization form. This fee enables us to provide you with a dedicated Project Manager for your charter, 24hr Dispatch Service and 24hr Customer Service.

Back on 07/**/204 @ 19:59:06 the client [redacted] logged online from their PC which their IP address has been recorded as [redacted] from Ontario California agreed to the terms and conditions of our contract. It is the consumers

responsibility to fully understand the contractual terms and provisions of our agreement.

In good faith US Coachways has offered to waive the 5% admin fee which would result in a $305.25 refund should the consumer accept.

The client booked online and has agreed to the Terms and

Contract.

Client: [redacted]

Review: I entered into a contract with US Coachway's on June *, 2014, for a 50 passenger wheelchair accessible coach after receiving a quote of $1936.77 for transportation to our family reunion in [redacted] on June **,2014. The actual charge ended up being $2033.61 the difference is their 5% administrative fee " which is not included in the charter cost", this fee enables them to provide us with a "dedicated [redacted]" ([redacted]) , 24hr dispatch service and 24hr customer service. This fee is a total rip off as they never live up to this.

Also note instead of taking the required deposit amount, they charged the full amount $2033.61 to my credit card.

On Friday June [redacted], I received a call from [redacted], advising me that there was a "mechanical breakdown" on the coach that was being provided for our event. Instead they would provided two 28 passenger mini buses. I inquired if the buses were wheelchair accessible and she responded they were not. I immediately informed her this was unacceptable as we had two family members in wheelchairs and some utilized walkers. She also indicated that it was Friday afternoon and their offices would be closing early and I "must" go into their system and accept their offer. I had just left my home to finish business for our event and advised her I did not have internet access as I was driving and wouldn't be home for a couple of hours.

I also advised her that her offer was totally unacceptable and requested that [redacted] give me a call immediately. This never happened. I made several calls to them with no response. I sent emails to them and entered request into their system. Finally at 4:14 [redacted] responded we were all set. This last minute bait and switch is totally unprofessional and seems to be an ongoing problem with US Coachway's. It is their responsibility to provide us with transportation as per our contract agreement. I even requested that they get a bus from another company they contract with. I basically was told to accept their offer or go without transportation.

With less than 24hours to go before our event I had no choice but to accept their offer. It is highly unlikely they would have refunded my money so I could even try to get another bus.

I panicked Saturday morning when family members started calling from NY to advise me the buses hadn't arrived at the scheduled time. The buses arrived late. The two mini buses were actually "dollar vans" that provide transportation for commuters. One was wheelchair accessible (the lift was broken and inoperable), the other had no wheelchair access. Neither had bathrooms, so we had to stop at the rest area. Because of this two family members were unable to attend as they could not access the bus. I responded to their survey indicating how dissatisfied I was with their lack of service per the terms of their contract. Consequently I requested a partial refund, they offered $100, we agreed upon a mount of $190.00 on 7/**/14. This was the amount our two family members lost because they were unable to attend the event.

On 8/**/14, I emailed [redacted] to inquire about the status of the refund and was advise "it was in processing" with their accounting Department. It is now 9/**/14 and I have not received the refund. It is clear that this company has some serious unethical business practices and the attorney general and or government agencies needs to investigate them.

I have dealt with large and small bus companies over the years and never had a problem. I was suckered in by their false online advertisement.

I have given them almost 3 months to resolve this and I have been more than patient in doing so.

In addition to the $190.00 I now want the $96.84 Administrative fee refunded as they have not met or should be entitled to this fee. I am requesting a total refund of $286.84Desired Settlement: Refund of $286.84 to my credit card or bank or certified check mailed to me.

Business

Response:

Both refunds were processed back to CC $190.00 and $96.84 for the admin fee. Total refund $286.84

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: I filed a Bait and Switch complaint against US Coachways with Revdex.com in May of this year (ID#[redacted]) for Charter #[redacted]. The conditions of the motor coach were awful and they had refused a $500 refund. Once the company received notice of the filing with Revdex.com, [redacted] sent me a Release Form saying they would refund to our company credit card the $500 requested. I accepted the release form. Then I received notice from Revdex.com and I confirmed that the response from the company was satisfactory and that the case was now closed. Since that date the company has still not credited our account. I called her directly in July after receiving my credit card statement and no credit was posted. She said she would find out why and make sure their finance department expedited a credit. I did not hear back from anyone and sent an e-mail saying that I would be forced to file another complaint unless the matter was resolved as agreed upon in May. My August statement arrived today and they have not credited the $500 once again.Desired Settlement: An immediate credit to my Visa account in the amount of $500.

Business

Response:

The consumer has been refunded $500.00 to their orginal method of payment.

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 my credit card statements for May - August and no credit was applied to the account. Did they just submit the credit today as result of this filing?

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

Sincerely,

Business

Response:

The consumers credit card was refunded back on 09/**

It can take up to 30 days to reflect on his credit card statement.

Consumer

Response:

US Coachways has finally refunded the $500 that was to be refunded back in May 2014. The credit has been verified by our Finance department today.

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: A group of about 50 seniors, named [redacted], who graduated in [redacted] from [redacted], contracted with Bus Company, US Coachways, Inc., [redacted], (USCWI, abbreviated for simplicity) with a charter # [redacted], to take us to a [redacted] for a nice harbor cruise (8PM – 12AM). It was due to pick us up at the [redacted], at 6:30PM sharp, with arrival of 7:30PM, on Saturday, April [redacted], 2014. We waited promptly before that time by the only main entrance lobby which has a direct full view of the front landing where all the buses and limousines were coming and going for their respective pickups. Minutes after 6:30PM, we began calling the company with no response for about 30 minutes or so, leaving messages. The "[redacted]" or [redacted] who finally answered said they would get back to the driver to contact us so we could get on our way. We continued waiting for this contact to happen, till one of us in desperation not hearing or seeing the bus driver, went all over the extensive parking lot searching for this phantom bus when we finally saw a totally unmarked bus parked way back. Its driver was sitting in the bus comfortably relaxing with ear buds and apparently listening to music or something. By this point, 7:30PM, the driver told us there was no way he could get us in time for the cruise. We contacted [redacted] to ascertain if they would wait for us. Unfortunately, they also had other scheduled groups and told us they couldn’t wait. The night was therefore ruined with no other planned place to go. This cruise was part of a 50 year graduation anniversary for the remaining live [redacted] class members. It took a great amount of detail and planning for well over a year to put us and that weekend together which was to culminate that night. We paid an all expenses cruise with what is for many of us our limited income. That night included the bus fees, cruise complete with appetizers, meal, music, open bar, and entertainment. Many came from as far away as Brazil, California, Alaska and many other states, at great additional expensive flights and trips. Additionally, 21 rooms at the [redacted] were booked for those coming from afar to have a place to stay once back from the cruise around 1AM or so. This was a necessary expense had we been able to complete our planned cruise. There were also going to be other ceremonies planned during that cruise, including commemorating diseased members. Once we couldn't do the cruise, we had no place to go but still were hungry and very frustrated from a ruined evening that had several hours left. The [redacted] at the [redacted] felt sorry for us having been witness to our exasperating wait and resulting fiasco, and offered us kindly to make an impromptu, hotel’s unplanned buffet meal for a fee ($600 cash down), plus an additional meal fee per person and for drinks. We had to make do by accepting this offer, which was a much less attractive setting in the opened general lobby area --while other customers were coming and going about their business and no privacy, and having to improvise a last minute substitute, quickie, commemoration of those gone.

USCWI has a flashy website with multiple claims such as having and or offering all kinds of services/vehicles, some at the ready, locally and nationwide and 24/7 response policy with employees that can also quickly respond to a problem in progress. These claims elicit for most customers confidence in this outfit. As we have later come to find out, they appear to operate out of a small, two-story, older brick building’s suite office in a tightly-spaced, mixed-type-residential/commercial neighborhood at [redacted]., observed from pictures obtained via the internet. From our experience with them thus far, there appears to be a disconnect between this so-called big nationwide company and their impressive claims on their website. And, there doesn’t even appear to be either a parking lot full of the small and big fleet of vehicles from the aerial view as well. They required from us to comply with their terms of agreements or contract (January [redacted]), and full-payment-policies well ahead of delivery of their services (on April [redacted]). In effect, this placed them at an advantage because when they did not deliver on their part of the agreement, they broke their contractual obligation for this delivery of services: THIS MAKES THEIR TERMS NULL AND VOID! In effect they left us stranded to fend for ourselves, while they kept all of the fare payment ($953.31). Thereafter, we tried directly dealing with them attempting to recover all our wasted expenses for that night ($11,500), bus fare, cruise, room rentals, and impromptu meal/drinks). Not only was their [redacted] nasty to one of our members, [redacted], during the last contact but all she would refund was a mere $180! That’s when [redacted] had to file a complaint (file No. can be provided on your request) with the NY Attorney General's office—an itemized costs list was provided to the NYAG’s office. We are finding out as we go along in this process, that this company has had other problems before with the NYAG’s office because of their past violations. They also have customer complaints with your office and as posted on other recommendation comment websites for similar and other service failures—copies provided to the NYAG. Of course, we didn't know this at the time of contract but instead were impressed by their presentation, as explained above. Finally in response to the NYAG’s mediation of this matter ([redacted] and [redacted]) who contacted USCWI about our complaint, they offered only the initial $953.31 while serving us with an offer cutoff DATELINE OF Thursday 9/**/14 , and in exchange we must sign their release document. We feel that since they have effectively broken the contract by NOT fulfilling their part or service in the agreement, while we fully complied with ours, we are entitled to most of the night’s expenses (the $11,500 which by the way doesn’t even include all the total member’s real costs). Had they been a serious, responsible company, they would have actively sought us out to take us to our destination and back as contracted in a timely manner. Especially true after finally responding to our calls that night half an hour late or so, and knowing we were desperately and actively looking for them for the pickup. — TO MAKE IT CRYSTAL CLEAR, this dispute is NOT whether USCWI was there or not at all, since they continue to argue they were there ready to transport us, as if to say this met their one and only responsibility by just the mere fact the bus made it there, period, absolving them of any other failures. —THE REAL ISSUES ARE THE FOLLOWING INSTEAD: 1. that they were not there on time; 2. that they didn’t respond to our calls timely; 3. that the driver never made any attempts to come out of his bus to announce to us he was there waiting; 4. That he parked far back in the parking lot; 5. That the view was obstructed continually by other marked charter buses and individual hotel customers that were coming and going and parking their own vehicles too (compounded by a very busy Sat. night); 6. That the bus was UNMARKED which made it difficult, if not impossible, to identify; 7. That they never, in the contract or anywhere else, instructed us that their policy or expectation was that their customer, whether physically challenged or not, elderly or not, and elegantly dressed, was to walk around a large parking lot searching for their paid-in-advanced ride (totally ludicrous and not business customary) as they also argue; 8. Also arguing that if they weren’t supposed to park by the entrance, the driver could have still either come and told us to board at a closer distance, or radio the [redacted] to tell us, or tell the outside stationed hotel employee he was waiting for us, among other logical ideas; 9. And, to make matters, even worse, at one point, the driver wasn’t even sure about our group’s name or clear about our destination when queried—totally unprepared. Therefore, if necessary, we can obtain STATEMENTS AND OR AFFIDAVITS from as many or all of the [redacted] members who were there, the management and lobby staff from the hotel as witnesses to this incident from beginning till end. We also have pictures of the driver wearing the ear buds, while comfortably sitting, relaxing, and of the unmarked bus used. We counted on them, for the whole night was hinging on their transport and without it the whole night was ruined. However, in a compromise, we presented them with a counter offer via an attorney's letter for $5,896.45 and reinforced it last Thursday via a phone call with [redacted] , customer service, and thru this attorney’s correspondence. In doing this, we gave up and are NOT asking for a refund of the all-inclusive cruises’ fees costing us $5,582.57. Coachways is aware through the AG’s complaint and [redacted] of the itemized costs arriving at this figure of $5,896.45. [redacted] refuses to agree to this payment on behalf of Coachways, Inc., while in conversation, acknowledging that this event meant a great deal to us and it’s an irreplaceable occasion. This $5,896.45 sum will in a small part compensate for many of the financial and emotional losses and be a little more fair in an effort to end this incident once and for all right away. We would appreciate tremendously the favor of your help as soon as possible, and thank you very much in advance in the name of the class group. Sincerely, [redacted]Desired Settlement: Our compromise figure of $5,896.45 (down from a total loss of $11,500.00) due to their failure to provide the contracted services.

Business

Response:

The consumer has agreed to a full refund but has failed to sign our general release form accepting our offer.

Once the consumers signs and accepts; US Coachways will issue a full refund of the purchase price.

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:

#1. This case was first brought to the attention of the NY General Attorney's office, who just serves as mediators on this type of customer complaint's matters.

#2. Then two members representing the group, [redacted], one of which signed the contract with this bus company, US Coachways, Inc., (USCI) ultimately decided to accept their offer after we made several strong efforts directly with them and then the above agency and now with the NYRevdex.com. However, TO BE CLEAR it was NOT accepted due to being SATISFIED. Their offer amounted to pretty much just over 8 cents on the dollar of the estimated lost amount—well over $11,500. This is partly because some members came as far away as Brazil and other distant places at great personal expense. The LOSS could have been GREATER if tallied even more comprehensibly for the actual bottom line cost. INSTEAD, their offer was accepted because [redacted] DID NOT WANT TO SPEND another $500 to bring the case to ARBITRATION. This would have been the next step and the only legal avenue the group had to pursue as per the

contract and/or possible costly protracted litigation. Even the legal option of bringing it to Small Claims Court for a potential maximum of $5,000 would also have not worked because of this arbitration clause in the contract. The very restrictive contract USCI makes customers sign is riddled with all types of smaller print conditions that really only protects them. Clearly, the only implication one can make from the use of these provisions is they addressed most likely multiple prior customer complaints. Unfortunately, a regular lay person is typically not initially super suspicious or legally savvy, especially of such an innocuous thing as a simple bus trip, to have avoided signing it. From all their splashy wonderful advertisements and

referrals on their website, signing their contract just seemed just another formality that this business required and had to meet. After this incident on April [redacted], we since have researched USCI much more thoroughly, among them with the NY Attorney General’s office, NY Revdex.com, and several other public referral websites, finding out we should have done so beforehand.

#3. Lastly, USCI’ [redacted]’s, [redacted], defense that they did perform the service just because they were there on time (we or anyone else can’t really attest to that claim), ready to drive us to our destination, and the driver parked the (UNMARKED) bus on the large parking lot (WAY BACK) to wait for us, are by themselves indefensible because of the following other factors that follow.

(A) We met their required payment plan well in advance of the day in question, as per their contract. They were in possession of all our fare by the date in question.

(B) We ALSO arrived at the [redacted] well before the pickup time, ready, able and anxious to have fun for that once in a lifetime 50 year high school reunion. We waited by the entrance lobby’s open and visible area to anyone from the outside. There was NO other place to wait at. They must know or we assume that they do, being in this business, that without transportation we could go nowhere. And, since when is it common knowledge/practice that a group of people must go around parking lots looking for their rides and walking

extensively, abled bodied or not, elegantly dressed, as it is the implication USCI contends?

(C) ALL OUR PLANS HINGED SQUARELY ON THEIR PROVIDING THE CONTRACTED TRANSPORT. Just because they defend “SHOWING UP ON TIME AND PARKING ON THE PARKING LOT”—out of sight far back on the parking lot, without ANY BUS MARKINGS TO INDICATE CLEARLY THIS WAS THEIR BUS—does not excuse their apparent absence and/or absent-minded lack of communication or training between the office and their driver. If nothing else, most importantly had the driver had/used experience and common sense, he could always have come out reaching us on foot if necessary!

(D) When [redacted] alleges there was a “DELAYED CONNECTION” between the dispatcher, driver and us, it was also a question of too-little-to-late type of thing. We did begin calling USCI literally minutes after the official pick-up time with no one answering, and leaving messages. After about ½ we heard from a dispatcher who would contact the driver telling him we were there. He never contacted us. Instead we have pictures of him relaxing behind the wheel with ear buds on listening to music or something. By the time we all finally found each other,

and only due to one of our member’s desperate attempt to find this phantom bus, it was due to going on an expedition search in this large parking lot. Then, the driver told us it was too late to make it from [redacted] to [redacted]. Even then we tried delaying [redacted]’ departure when contacted to wait for us but it could not do so for they had other parties on the boat.

(E) We did not “MAKE THE CHOICE”, as [redacted] claims in her answer, to stay at the hotel. RATHER, IT WAS A MATTER OF THEY MISHANDLING OUR AFFAIR AND WE HAD NO OTHER CHOICE! Without this chartered paid bus, we had no other pre-paid, arranged affair to substitute it this late (around 8PM) AND with such a large group. WE HAD TO STAY, PERIOD. Actually it was cheaper to now stay there at the hotel to have a meal and salvage the rest of the night as best as possible, than do or go someplace else. Of course, it naturally had to turn into an

unplanned involuntary expense, all of it unnecessary, as it had been included and paid for already as part of the cruise, with appetizer and a meal, alcoholic beverages and entertainment—let alone all the additional fun/emotional activities we separately planned geared to a boat experience. Since USCI, messed us up, are we now supposed to just do nothing after all the emotional planning due to their irresponsible mishandling of our trip? Additionally, members who came from far away who paid to participate on the cruise also paid for an extra hotel night that otherwise they didn’t have too.

(F) It was USCI and its driver’s responsibility to make it his business once on the premises to seek us out and announce his arrival in one way or another. It was the driver’s obligation to know who his party was and exactly where he was going. We later found out that he wasn’t even sure of these details. It should have been standard for him to seek us at the [redacted]’s front lobby and/or call us back after we repeatedly tried early on to contact their dispatcher. If necessary, he could have met us either outside by the parking lot upon VERBAL advisement first (not customary), and/or quickly drive to the customary entrance pickup area where all other uses/limos/cars/taxis were already using, coming and going. Contrary to [redacted]'s contention, we didn't expect him to "stay parked at the [redacted] Hotel entrance" but we were totally ready instead to board immediately upon him showing up. Again, this is

what is customary, and what all of us have experienced with other charter bus trips. We are after all "Seniors"!

(G) If, as they attempted to claim later after the incident—AND NOT ON THEIR CONTRACT, BY THE WAY—that they do not pick up at the proper entrance as customary, then they SHOULD HAVE ORIENTED US to that fact well before our event as part of their obligations to the customer. It was NEVER explained in any manner, WRITTEN NOR VERBAL.

In summary, not even having gotten ALL our money back could have ever replaced that memorable night. It’s lost forever, however replacing just the monetary value of this occasion would have been a small consolation than to feeling we were duped, instead! We (50 members) only will have one fifties year reunion in each one of our lifetime. USCI acted in an inefficient, irresponsible manner and their satisfaction claims are without merit. Judging by other research we conducted on their background, it is our opinion they should not be in the business of providing transportation. They do not appear to even own any transportation vehicles even though they present themselves on their website as a major nationwide operation, offering a myriad of services accommodating from the small to the large. Rather, it appears their small office is in the business to subcontract all these services to independent business' owners sprinkled throughout the nation. This would make it impossible to have a handle on quality control of such services. [redacted]’s “GOOD FAITH” claim FOR REFUNDING us ONLY our bus fare was merely as a result of our contacting government agencies for help, FORCING US TO SPEND EXHAUSTIVE TIME AND EFFORT, adding insult to injury. It was VEHEMENTLY RESISTED BY SEVERAL CONTACTED INDIVIDUALS AT USCI WHEN WE TRIED TO AT FIRST RESOLVE THIS CONFLICT WITH THEM DIRECTLY. In our opinion, after our devastating experience,

we don’t consider them a trustworthy business that we can ever recommend. There are 50, [redacted] members, [redacted] Lobby staff, and a manager who witnessed and can attest to our desperation, anxiety, and attempts we made that evening to connect with US Coachways, Inc. to no timely avail.

?

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 order to make it crystal clear we would, once again, like to reply to US Coachways, Inc.’s (USCI) latest response of 9/**/14.

The $951.30 fare REFUND (only due to the NY Attorney General’s involvement) USCI offer was and had to be ACCEPTED by us because we had NO LEGAL RECOURSE and they even gave us THE 9/**/14 (!) DATELINE to do so, BUT this acceptance by no means, meant we were SATISFIED with this outcome. If we had taken legal action, it would have cost us an extra $500 arbitration fee and potential protracted expensive legal wrangling. We recognize now that the obligatory USCI contract each customer has to sign to get USCI bus brokerage services (they subcontract to multiple other bus companies, and don’t appear to possess their own fleet) covers them for every potential occurrence possible plus additional fees. Our losses were in excess of $11,500, as detailed in our complaint filed with the NY Attorney General’s and your office. In response to their achievements and claims of “…transparency…”, “….grossing over 30 Million…”, and, “...the Official Charter Bus Company of [redacted]”, etc., the sources below paint a very different picture of this company:

NY Attoney General report on 9/**/13: [redacted] - …“[redacted]”

[redacted]/Legal Financial Fraud Law Newsroom: [redacted] - ‘"[redacted].’

Actual Customers Reviews: [redacted] (about 26 out of 47 negative).

Actual Reviews: [redacted] - (about 4 out 6 negative).

Reviews: [redacted] - (about 14 out of 17 negative).

Reviews: [redacted] - (about 25 out of 52).

Reviews: [redacted] (about 100 complaints since Oct 2011, averaging 3/month even if “Resolved” with the agency, probably due to signing their extremely ‘comprehensive contract’, just as we did).

Reviews: [redacted] - [redacted],"…

Review: [redacted] - (one negative out of one!).

Following find the picture of the building in which USCI’s occupies one suite as its corporate headquarters: [redacted]

We respectfully request closing this matter at this time, and thank you very much for your services.

Sincerely,

Business

Response:

I kindly ask the Revdex.com to adminstrivaely close this case as we have submitted out ifnal responce.

Review: On 12/**/13 I contracted with US Coachways to provide charter service for our group, The [redacted], from Atlanta, Ga. to Washington, DC beginning on April **, 2014 and returning on April **, 2014. Charter #[redacted] was scheduled to pick up our group at 6:15 am on April [redacted] in a 49 passenger coach. The coach arrived at 7:30 am, the driver was an elderly lady who was uncooperative from the beginning, the coach had no working heat or A/C and the exhaust fumes were nearly unbearable. I spoke with their dispatch several times in route in an effort to find a solution, with no resolution. On that same evening, outside of Staunton, Virginia, while attempting to turn the bus around, our driver hit a concrete awning attached to a hotel. Although pieces from the damaged roof were falling inside the bus, the driver made no attempt to determine if anyone was injured. She also made no attempt to speak with hotel management to assess damages caused by her miscalculation. After arriving in Charlottesville, Va. for the night, I contacted the dispatch services for US Coachways and suggested, since the current coach had a gaping hole in the roof, that maybe we could get another bus. The following morning we found that a replacement bus had arrived during the night and the plan was to change drivers and coaches. While the bus was measurably better than the first bus had been, the driver was not happy about being there an made sure that everyone knew it. The remainder of our trip was spent making every effort to not upset our driver, as we felt that we were now at the mercy of this company. Upon our return, I received a survey request from US Coachways, and after completing this with a fair assessment of our experience, was contacted by their customer service agent. She assured me that this was unacceptable and that she would work with me to make it right. She offered our group a $400.00 credit to waive any future claims against US Coachways and, having just returned and not sure what the remainder of the group wished, I declined. Several weeks later in early May, 2014, the customer service representative for US Coachways offered our group a $2500.00 refund in exchange for our agreeing to waive any future claims against US Coachways. This refund would be credited to the credit card used in the initial transaction. After consulting with the leaders of our group, and to bring an end to a very bad experience, we agreed. I have had numerous phone conversations, as well as several email communications, with [redacted], the CSR for US Coachways, dating back to the original offer from them. Each time I am assured that our refund in in processing. As of today, October *, 2014, we have received nothing in the form of a refund from US Coachways. As a small business owner, I believe that all businesses should be held accountable for their actions. I made the comment to [redacted], during one of our many conversations, that if I owned US Coachways I would fix this, and if I worked for US Coachways, I would resign. This has been, by far, the worst customer service experience that I have ever witnessed.Desired Settlement: US Coachways should have an obligation to fulfill their commitment to our group and forward the partial refund that their customer service representative offered.

Business

Response:

The consumer credit card has been refunded today.

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: US Coachways, INC refused to honor their contract and issue our refund after we cancelled our charter over 60 days before travel time. They do not answer the phone or respond to emails.Desired Settlement: We are due a refund of $2,000.00 US Dollars.

Business

Response:

The consumer will be refunded today less the $250.00 cancellation fee.

Review: April ** 8 am – Bus arrived for pick-up. Driver [redacted] from Lafayette Limo, Inc. * mi. from the school the bus pulled over because defroster for the front windows was not working. Waited 15 min. before we started again, despite that he could hardly see out of the front windows. The wipers barely worked. A passenger had to continually wipe the windows on the inside so the driver could see. The wiper function was intermittent at best. Very unsafe! Almost all of the windows leaked. Anyone sitting against the windows had a wet seat and the entire side of their upper body clothing was we. Rain was running into the inside of the bus. Both emergency doors on the ceiling of the bus were dripping water inside . The floor of the bus was wet the entire bus. The door of the bus would not close properly and almost blew open when passing large trucks. Very unsafe. The sound system for the movies didn’t work. We arrived in Lima, OH to meet the other driver ([redacted]) around 12:00pm 4/**12:00pm –. I had already sent an email to our US Coachways representative ([redacted]) with video at 9:40 am, asking if there was anything that could be done to improve the situation and never received a response. 4/**12:11pm We called Lafayette Limo to request a new bus. The driver also called in the issues he was having with the defroster and wipers. The resolution from Lafayette Limo was for the driver to buy a fan to clear the windows and proceed. 4/**12:34pm The bus broke down on exit **of [redacted] The bus came to a rolling stop. Driver could not get it to start. The bus driver called into Lafayette Limo and I called dispatch at US Coachways. 4/**1:08pm – Dispatch called back to say they were sending a repair truck to fix the bus and we should see it in 20 min. 4/**1:45pm – I called dispatch back to get a status. A repair truck still had not arrived. I was told by dispatch that they were trying to get a bus rerouted to us from Crawfordsville, IN and it would be four hours before it arrived but they would keep working on a better solution. 4/* 2:10pm – The bus driver was able to get the bus started to get us off the exit and to a McDonalds just across the road. 4/* 3:45pm – The bus driver was advised by Lafayette Limo to drive the bus to exit 135 in Beaverdam, OH where there was a repair shop so that they could try and get the bus in to be fixed. The driver and all occupants arrived at Flying J in Beaverdam, OH to wait for the other bus to arrive. 4/**4:03pm We finally received a call from dispatch from US Coachways that they were sending a new bus to us and that it’s about three hours away. 4/**7:09pm – Bus 505 arrives. Bus was filled up with gas, we loaded and departed for NY with the same driver, [redacted]. 4/** 6:00am – The bus arrived at our hotel in NYC. [redacted] (the driver) had been on duty now for 18 consecutive hours, 1* of which he was driving. We had hotel rooms that went unused because of the bus issues and the delay in arriving in New York City as scheduled, due to US Coachways knowingly and willfully initially sending a bus that was not suitable for this trip. 4/**9:30 am - Driver picked us up at Quality Inn for a day of sight-seeing and to begin travel home at 6:00pm the same day. According to the Driver, he was not given an itinerary of our trip, even though one had been provided to US Coachways prior to the travel date. When the driver picked us up at our hotel on 4/**he said he was not aware that we were leaving NYC that day. We were concerned that he may not have gotten adequate sleep if he was not aware of our plans, because he was driving us all day around NYC, and then leaving town at 6:00 pm to drive through the night. This is another major SAFETY issue. The dvd/radio still did not work. 4/**& 4/**– Driver was on duty 19 consecutive hours and driving 16 of those 19 hours. Completely unsafe conditions.Desired Settlement: Due to the major safety issues and many inconveniences at the beginning of our charter, and the loss of one night's hotel accommodations ($3,016) that we could not use because the bus service was inferior, I am requesting a refund as well as reimbursement for the 1 night stay that was missed. Total requested refund is $10,656.00.

US Coachways has offered us 5% refund and no acknowledgement of responsibility for the issues experienced. The group being transported was a high school robotics team that subsists completely from donations and sponsorship money. These students spent 4-5 months working hard to raise money for this trip and US Coachways did not deliver.

Business

Response:

We have reviewed the consumers complaint and decline to

offer a full refund as per the consumers request.

The consumer was offered a 5% refund for the mechanical

issues and has not responded to US Coachways Inc to accept this offer.

At no time during the course of the trip were the drivers

driving illegal. US Coachways follows and maintains strict protocol when it

comes to safety regulations set forth by the Department of State and Federal

Guidelines.

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] US Coachways has in no way accepted responsibility for sending a bus knowing it was not mechanically sound to make the trip we contracted them to make. I want an explanation of how 16 hours driving time and 19 hours on-duty time for a driver is lawful and does not put passengers at risk, and is not against FMCSA regulations. I want an apology from US Coachways to my students who worked hard and raised money over several months to take this trip and pay for the expensive hotel rooms they couldn't use one night because of US Coachways' lack of judgement when sending the bus they did.

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]We are due what the contract states we are due, but that does not negate our concerns about US Coachways' business practices. We still want explanations and responses to our concerns. You have denied us full reimbursement and we accept that, but that does not mean you are not culpable or that we are not owed an explanation.

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

Sincerely,

Business

Response:

US Coachways follows and adhers to the guidlines set by the FMCSA.

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

Review: USCoachways Inc was 4 hour late picking up passengers for a charter trip on the day of departure and 2 1/2 hours late for the pick up for the return trip. The bus was old and not in good repair. The drivers were not prepared for New York City traffic.Desired Settlement: I would like an appology from the company and a check for a partial refund. My organization Potomac Valley Watercolorist paid $4000 for the charter bus service I'm asking for $1000 refund.

Business

Response:

I have reviewed the consumers complaint and an refund offer has been made in the amount of $1000.00 for the clients experiences. A general release form has been submitted.

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 will be resolved once I receive the promised check for $1000 and the funds are deposited into the Potomac Valley Watercolorist account.

Sincerely,

Review: I chartered a Limo Bus 20 for May **, 2014 for $1,646.40. US Coachways provided a Mini Coach, which lacked the amenities of the limo bus. Per the website, the rental rate for the Mini Coach is approximately 50% ($800) below the rate of the "Limo Bus." I requested a refund of the difference in charter rates between the two vehicles. I was offered $250 to settle the claim, which is significantly less than I believe I am owed. I have made repeated attempts via phone and email to resolve the matter without success.Desired Settlement: I would like US Coachways to refund the difference between what I paid and the charter rate for the vehicle they provided.

Business

Response:

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

Review: Our bus was an hour and 15 minutes late. This obviously affected everything for the morning. We didn't get to park together and tailgate together because we were soooo late! This was a big deal since my children were on this bus! It was a real hassle! This could have been avoided had our driver been given the correct directions. It is clearly stated on the contract and the driver was given completely wrong directions. Other issues on this day ...I paid for 2 drivers. [redacted] was the only driver! The container under the bus had 2 bags of garbage that we had to dispose of. Luckily we were at the firehouse where there is a dumpster. That was very inappropriate! The bathroom on the bus was probably not empty when he got to us because my daughter told me the bathroom was gross a half hour into the trip. She was not the only one to complain about that. To be very honest .....This is the worst bus experience I have ever had! I do these trips at least 1 every 2 years...this was by far the worst! It ruined my whole morning! On a side note, [redacted] was great! Very kind man. [redacted] was as helpful as she could be. [redacted] called the day before and read the address and everything to me. So I know it was correct! This should have been easy. I think the bus driver should be given the customers contact number so things like this can be avoided. So much planning goes into these things and to have something like this ruin it , it's very disheartening. Very disappointing. In addition to my comments made to the bus company, I would also like to let you know that several phone calls were made the morning of Aug. ** between 10:00 am and 11:00am. Calls to the dispatcher and calls also to the representatives’ cell phone. Neither of which, informed me that the bus was given the wrong directions. I was told “He should be there within 10 minutes.” And “He will be there momentarily.” He was supposed to be by us at 9:45, so we could load and be on the road by 10:00. We got on the road about 11:35. My last call was Monday morning at about 9:10. I spoke to the rep., [redacted], who told me to file my comments on the feedback section of the form and one of 2 people would contact me within 24 hrs. I haven’t heard anything yet. It’s Wednesday at 11:00am. It's almost a month later and I still haven't heard from anybody!Desired Settlement: $600.00................$300.00 for the extra driver that was paid and never showed and $300.00 for other issues stated in the letter.

Business

Response:

Please find our response based on the consumers complaint.

Review: On March **,2013 I called us coachways and booked a reservation for a "Party Bus". I received an email confirmation w/ a price quote for a "party bus" and a price quote for a "coach" I opted for the "party bus" and they requested payment in full to secure the vehicle. I promptly mailed a bank check to them for payment in full. My check was cashed by them shortly after they received it. Approximately one week before my scheduled date I called there customer service dept. just to reconfirm my arrangements. At this time I am told they DO NOT have the bus I reserved. Upset, I asked what I was supposed to do one week before my event. They explained they could send a different bus which would be cheaper. What this amounts to is they "overbooked". At this point I was at their mercy it was what they had or NOTHING AT ALL !!! Let me mention this Bus was to accommodate 27 people. In the earlier email they sent with my price quote for the "bus" they also quoted a price for this"coach". When they charged me they charged $ 400.00 MORE then the quote. When I spoke to them about this I got a COMPLETE run a round from them. In the end they told me if I would sign their " release " they will send me back $100.00. I have spoke and sent emails to everyone in that company including their so called "CEO". I have received emails (as recent as today 8/**/13) still asking that I sign a release and they will send me $100.00. I feel I am entitled to $400.00 REFUND. I wont even get into the disgrace of a "coach" they had the nerve to send for my FORMAL affair !! (not to mention what I have gone through these past 2 months with them).Desired Settlement: I want a 400.00 refund.....they quote me in an email 790.00 for this 'COACH" in the end I paid $1190.00 !!!!!!!! I WILL NOT sign their release for a $100.00 refund. furthermore, if they did nothing wrong why do they want me to sign a "release" ???

Business

Response:

I have reviewed the consumers complaint and please find our response below.

Review: On Tuesday April **, 2015 I contacted US Coachways to reserve a LimoBus. On that very first contact we spoke about options and prices and you sent me an e-mail with details. I have an email dated April **, 2015 with a confirmation # [redacted] and payment was processed by US Coachways on May *, 2015. A few days before the event [redacted], the sales representative I spoke with originally called, and even told me that I was getting a new Limo Bus with new wooden floors. This was not a request I had done but I appreciated the bonus and the call. Everything appeared to be in order until the day of the event, May **, 2015, when at my house what showed up was a regular passenger bus, which was not a Limo Bus. We immediately contacted the driver to what she told us that she was contracted by US Coachways and she was told it was a "regular bus". I then immediately contacted [redacted], the sales representative that had helped me but he did not answer any of my phone calls. I then called US Coachways at the number I had been given to call should the Limo Bus arrive late, but the person who picked up the phone said to take pictures of the bus and send them to a link I was given. The following business day I sent the pictures and followed up with the company and spoke to [redacted] whom claimed to have received the pictures but did not have the slightest idea of the situation. I then got a survey via email about the service to which I replied and exposed the situation and my problem but no contact was made. Lastly on June *, 2015 I sent a certified mail letter with the following demand:

"With this letter I am seeking for reimbursement, for I had to decline the bus since it was definitely NOT what I had requested, nor what I had consciously paid for. I had 30 guests that I had invited to the Limo Bus, they all saw they your company made a fool of us by sending what was not requested. Not to mention the disappointment you caused my daughter, for it was for her First Communion celebration that we had requested the Limo Bus. Due to your lack of business professionalism and commitment to what was agreed on and paid for, I had to invite my guests to [redacted], where we stayed in a hotel and paid for the meals, gas and other expenses of all my guests this was only to make up for your inaccuracies and irresponsibility when doing business for your Limo Bus and sending a regular passenger bus.

I am expecting a prompt response and a favorable outcome to my demands, it is completely unacceptable the distress you caused me and the lack of empathy on your behalf. I will give you until June [redacted], 2015 to have a favorable response from you, before further action is taken. Note that I’m asking for a total compensation of $5,329.32 for the following:

• $1,689.66 Limo Bus reimbursement so that I can rent another Limo Bus

• $900.00 Hotel expense

• $200.00 cost of gas

• $400.00 meals

• $450.00 miscellaneous expenses incurred (i.e. parking, amusement park entrance, etc.)"

To which no response has been received.

I am now reaching out to you for additional assistance.Desired Settlement: Note that I’m asking for a total compensation of $5,329.32 for the following:

• $1,689.66 Limo Bus reimbursement so that I can rent another Limo Bus

• $900.00 Hotel expense

• $200.00 cost of gas

• $400.00 meals

• $450.00 miscellaneous expenses incurred (i.e. parking, amusement park entrance, etc.)"

Business

Response:

The consumer has already been refunded in full of $1689.66 which is the purchase amount.As per the provisions of the agreement in which the consumer enter into. U.S. Coachway's liability hereunder is limited to theamount stipulated in the conformation and is not liable to client for any and all consequential damages, including, but not limited to, the costs of hiringsubstitute and/or additional transportation, spoiled catering, food and/or beverages, concert, theater, sports and/or other event tickets, admissionscost, reservations, plane or train tickets, and/or any and all other losses related to late pickup or no-show of requested transportation.

Review: We charted a bus from Oklahoma City to Chicago for a Christian music conference and recording. When the bus driver arrived at the pick-up spot, he had a companion riding with him. The plan was to drive overnight so that we can arrive at the hotel in Chicago on time to make auditions which began at noon. According to mapquest, it takes 14 hours and 7 minutes to make that commute. We left Oklahoma City at 10pm on 7/*/2013 and arrived in Chicago approximately 3:42 pm 7/*/2013. Not because of traffic or construction, but because our driver insisted on driving completely out-of-the-way to drive through Arkansas which added an additional 2-3 hours to the ride. Once we finally arrived to St. Louis, Missouri the drivers exchanged and the lady that was on the bus when the driver arrived in Okc got off. We finally made it to Downtown Chicago and our driver begins to fuss and complain about "how he hates driving in Chicago because he doesn't like making left turns in the bus here" which is a huge problem because in order to get to our hotel, he had to make a left turn. Instead of him getting over his own personal issue, he spends 45 minutes driving around downtown Chicago trying to find an alternative way to get to the hotel. He eventually just parked down the street from the hotel's entrance and we had to lug our suitcases up the block. Our driver was paid and expected to shuttle us to and from our various venues that week. He arrived at least an hour late every single time (if he arrived at all). Not every single day, but every single time he was expected to be there, meaning he showed up at least an hour late to pick us up and drop us back off every single day for four days. On one occasion, we were told that in order for him to pick us up, someone had to ride with him to pick up the bus so that we could pay for the cab fare because he wasn't. So on that specific day (July **, 2013) we all had to find our own way and pay someone else to get to rehearsal. We were expected to leave by 8am Saturday (7/**/13) but Friday night(7/**/13) after the driver drops us off back at the hotel, he gets stuck trying to back up and drove into something. So he didn't make it back to the hotel until approximately 450am. That delayed our departure until 11:00am. Once we loaded the bus, we inquired why was it so hot on the bus and was informed that it was because "we were just sitting and once we started moving, it would cool off." It didn't; the air conditioner was out of freon or something. So we rode from Chicago, Illinois to St. Louis, Missouri through heavy traffic due to several construction zones without working air conditioning! The driver REFUSED to report to dispatch that the air conditioner wasn't working properly. So our event coordinator had to call herself and make arrangements to have it serviced and we were dropped off at a restaurant. It took approximately 3 1/2 hours. Once the driver arrived back, he wanted to eat at the restaurant so we had to wait until he purchased and ate his food. The air worked well for perhaps 2 hours and then completely stopped working again in the back of the bus. In fact, we were still in Missouri when the air stopped working again. We informed the driver then that the air wasn't working again. His response was, "it's getting dark now" and continued to drive. We finally made it to the turnpike in Oklahoma and came across another construction zone. The right side of the turnpike was terribly bumpy and apparently was the section under repair. We hit every dent, every bump, and every hole in the road. Unlike every other driver on the turnpike tractor and trailors included, our driver insisted on remaining on the right side of the road. We rode another 20 minutes until a rider looked outside the window and noticed sparks flying from the bus. She immediately ran up to the driver to alert him. He pulled over and went out to investigate and we had a flat tire. In fact, we were rolling on only the rim at the point. He gets back on to the bus and sits down without explaining to us what has happened. So our event coordinator had to make another call to dispatch to report that we were pulled over on the side of the road. We begin making phone calls because we were 20 minutes outside of Oklahoma City. The driver was asked to open the door so that we could have some type of air circulation because a lady was about to have an astmha attack and he refused. He literally debated and argued for 20 minutes about how DOT was going to get him for having the door opened on a non-moving, un-air conditioned bus where a consumer was having trouble breathing! We were all finally all picked up by other people and the driver said that he would drop all of our luggage off back at the church where we were headed. I do not want to neglect to mention that there was no running water in the restroom, broken seats, lights and speakers, and the driver kept stopping to smoke cigarettes. He also begged for our food on a daily basis, refused to pay turnpike fees (which was his responsibility according to our contract) and refused to follow GPS directions. In addition, he was very unprofessional and extremely defensive and argumentative. What makes this experience, even more deplorable and completely unacceptable is that after we filed an official complaint with the company, their response was "it was just normal hiccups and there was nothing they could do about it because we it to our destination and back."Desired Settlement: In addition to some type of refund, I would still like an apology. No one and I do mean NO ONE should have to make a 15 hour trip in 100 degree weather without air conditioning!

Business

Response:

In response to the consumers statements please find the internal finding from US Coachways.

Customer’s Statement of the Problem:

We charted a bus from Oklahoma City to Chicago for a Christian music conference and recording. When the bus driver arrived at the pick-up spot, he had a companion riding with him. The plan was to drive overnight so that we can arrive at the hotel in Chicago on time to make auditions which began at noon. According to mapquest, it takes 14 hours and 7 minutes to make that commute. We left Oklahoma City at 10pm on 7/*/2013 and arrived in Chicago approximately 3:42 pm 7/*/2013

Mapquest is calculating the drive time based on a passenger car utilizing passenger travel routes. It is not an accurate tool for bus travel as motor coach busses travel much slower than a passenger car and must travel on commercial routes only. The travel time by bus should have taken between 15-18 hours by bus as busses average at 50 miles per hour.

In addition to the consumers remaining issues with the bus and its services; US Coachways has contacted its vendor who had supplied the services and attached is a written letter responding to the consumers allegations. (Please see attachment)

In conclusion with the consumers complaint; please not that the consumer has signed and agreed to the companies provision on the following…..

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.

Technically the consumer would be entitled to a 10% refund which US Coachways has already offered the consumer and the consumer has declined this offer. The consumer has agreed and signed off on the provision of US Coachways. US Coachways has offered the consumer a 25% refund for the experiences received and has declined this offer already. This offer exceeds the liability of what we are obligated to offer and is our final offer to the consumer.

Business

Response:

US Coachways safety manager [redacted] has been in contact with a [redacted] who is the contracted party of US Coachways and has been in constant communications with its customer and has made several offered of compensation to settle this claim. Our last and final offer is 25% refund which is well beyond US Coachways liability as stated in the provisions of its agreement with its customer.

The consumers statement that US Coachways is making light of the situation couldn't be any more further from the truth; US Coachways does care about the passengers well being but mechanical failure is beyond its control and the 25% refund we think is being more than fair as a refund.

Consumer

Response:

Review: I'm located in Connecticut and we are feeling we were taking advantage of from being out of state. I chartered a bus from this company and it was not the bus we emphasized we needed. We were mislead the entire time. We specifically stated we wanted a charter bus as advertised on the website. What we received was an old Skyline Bus tour bus and our destination roundtrip was to Virginia. It was not mechanically sound, dirty, no amenities that we requested, too small, unsanitary with no sink in restroom and the septic tank smell was thru the entire bus. After some research and reading the reviews we realized this was a common practice. They broker buses from several different companies and they don't physically see the bus that is charted. This company has bad advertisement and bad business practices.Desired Settlement: I am requesting a 50% refund since we did take a miserable uncomfortable trip.

Business

Response:

In response to the consumers complaint; the provision of the agreement in which was disclosed to the consumer stipulates that US Coachways reserves the right to lease equipment through third party companies to fulfill its obligation. US Coachways does not advertise that motorcoach buses come with sinks in its lavatory nor is this a standard amenities in the travel industry. US Coachways has no record of any amenities requested however per the provisions of the agreement US Coachways cannot guarantee the assignment of any specific amenities.

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

I will locate our emails and get a signed a letter from another individual who spoke to David A[redacted] as well who we dealt with and discussed this arrangements with. Your own website even states what each bus is equipped with, so is that false advertisement? We never agreed to a third party handling our business transaction and we were specific on what bus we wanted, a US Coachways Charter bus. I will retrieve our recorded conversations I have had with David A[redacted] and Donna Y[redacted] during this process as well as other statements from individuals who had the same unfortunate experience. Lets not prolong this. Since I am going thru this process with the Revdex.com i'm going thru the media. I will forward you a copy of the complaint i'm also filing with the Attorney General.

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

Review: I BOOKED A BUS FROM US COACHWAYS FOR A TRIP TO TAKE STUDENTS TO VISIT [redacted] ON Saturday April ** the mini bus reserved by [redacted] never showed up IN [redacted]. WE WERE CHARGED FOR A CHARTER BUS THAT NEVER SHOWED UP WE ARE REQUESTING A FULL REFUND FROM US COACHWAYS AND THEY DO NOT WANT TO ISSUE IT INFO BELOW: The pickup was scheduled for 7:45am and we had students standing in the cold. At 10:30am there was still no sign of a bus and no contact with the driver. Shortly after, [redacted] in dispatch called to inform us that the driver made it to [redacted] but at this point we were left with no other choice but to cancel our trip to [redacted] DISPATCH stated that the revision was supposed to be approved and it wasn't but that still doesn't mean that the students should have suffered for nearly three hours. I REQUESTED A FULL REFUND OF $900.35 AND US COACHWAYS INFORMED ME THAT AFTER THEY INVESTIGATED THE SITUATION WE WERE IN THE WRONG AND THEY ARE NOT GIVING US A FULL REFUND SO BASICALLY THEY CHARGED US OVER $900 FOR A BUS THAT NEVER SHOWED UP.Desired Settlement: I not only want a full refund of $900.35 I also want to be fully compensated for the following:

$600 in tickets I had to spend on another event for the students that day

$72 [redacted]

$50 Van

**Because parents had already dropped their kids off for the college trip and NO BUS SHOWED UP

Our organization had to make alternate plans at the last minute which cost us an additional $1022.36!!!!

I want to be compensated for following:

$900.35 US COACHWAYS CHARGED FOR BUS THAT NEVER SHOWED

AS WELL AS THE CHARGES I MENTIONED ABOVE THAT TOTAL $1022.236

Business

Response:

US Coachways has reviewed the consumers complaint and is offering the consumer a $50.00 credit to be used for future services. It is our understanding that the consumer had made a change through our online portal the evening before her scheduled services. Any changes have to be reviewed and approved by management during regular business hours. The consumer is notified instantly that changes are not guaranteed unless they receive a confirmation stating the request has been accepted by US Coachways. The consumer did not receive this message therefore is not entitled to any refund.

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 is no way I am accepting anything other than my 100% refund in the amount of $900.34The bus that we booked never showed upI had a trip booked for that day in which my organization was taking students to visit Rutgers UniversityThe students, myself and my chaperones stood outside in the cold for more than 2 hours waiting on this bus that supposedly was in Harlem and making its way to Brooklyn to pick us upthe company claims that I gave them a Harlem address to pick us up at in which I did notbut even If I did I spoke to US Coachways that morning and anthony in dispatch assured us that the bus was in route to Brooklynand it NEVER SHOWED UP AND THEY CHARGED MY CREDIT CARD FOR THE FULL AMOUNT FOR A BUS THAT NEVER SHOWED UP MEANING US COACHWAYS BASICALLY CHARGED ME $900.34 FOR A BUS/SERVICE THAT I NEVER USED BECAUSE IT NEVER ARRIVED AT OUR BROOKLYN LOCATIONOther issues that were caused due to US Coachway bus never showing up are:1. Because the students were dropped off by parents and in our care for the day we had to make alternate plans and take them to another event that cost me $600 for tickets along with approximately $112 in transporationI also want that back from US Coachways2. This has affected my organizations reputation amongst our financial supporters---We raised money for this trip by fundraising online as well as amongst family, friends and colleaguesFolks as well as we were awarded a small grant to cover costs for this trip and the NON PROFIT that awarded us the grant and the friends and family that donated money did so to support kids that were visiting a University they ddid not donate money to us so that we could just GIVE US COACHWAYS EXTRA MONEY IN THEIR BANK ACCOUNT!3. I am now in debt for the $900.34 plus the $600 plus the $172 (approximate cost) because of US Coachways negligence

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

Sincerely,

Business

Response:

As explained in the complaint; the consumer logged online to our website to request a location change of their pickup location; any changes made online the consumer is notified no changes can be guaranteed unless a confirmation is given in which this case was not. US Coachways does concur the consumer called dispatch and spoken with [redacted] who had requested the status of the bus; below is a statement from [redacted] describing the detail of events. Client called asking for her bus, I contacted the driver and he said that he'll be approximatly15mins late once I told the client this she stated does he have the new address? The new address was for a Brooklyn pick up and the original pick up was in Harlem . The request for the itinerary change was never confirmed and was updated 2 hours prior to pick up. Dispatch directed the driver to the new address in Brooklyn which took him over an hour to get to. the clients called several times and then decided to take their own transportation to the destination.. Based on this information; US Coachways does not agree to offer the consumer a refund as it was at the result of the consumer that the bus was not in the correct location and was the consumer who decided to cancel services.

Consumer

Response:

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

This is a lie and totally unacceptableI want a full refundI never used their busand the bus never showed up in Brooklynif I knew they would charge me then why would I cancel??? that does not even make sense

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

Sincerely,

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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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