US Coachways, Inc.

Review: This company found out I complained with Revdex.com and left negative [redacted] reviews, so their action was to send me another bill for total of $2700. I called to reserve a bus for a client. My client then booked it and offered his billing info and Credit Card. They threatened me with collections for the $2700, but I never received a contract,nor signed, nor gave info. I was just the coordinator for this client. We actually deserve a refund because they didnt come thru their promises, but Im a busy person, and after reading dozens of cases like mine with US Coachways I decide it would be a waste of time.Desired Settlement: The so called debt should be wipe out, or at least they should not send me to collections because im not their customer.

Business

Response:

US Coachways has reviewed the consumers complaint. Without any knowledge or consent of US Coachways the consumer had applied a vehicle wrap to our vehicle resulting in exterior damage to our vehicle after the wrap had been removed. In addition the consumer utilized the vehicle in excess of the contractual time they had been quoted on thus resulting in overtime as per the provisions of the agreement in which the consumer entered and agreed upon. US Coachways has not other consumer information other then what has been provided. The charges remain valid; therefore we decline any request for refund.

Review: We contracted with U.S. Coachways to provide ten (10) fifty-six (56) passenger motor-coaches as shuttles on April ** and **, 2014 for our clients attending a large event in New Orleans. As agreed, on April **, 2014, U.S. Coachways provided the ten (10) motor-coaches and shuttled our clients back and forth to the event. However, at 6:00 a.m. on April **, 2014, U.S. Coachways only provided us with seven (7) motor-coaches and one twenty-four (24) passenger mini-coach to shuttle our clients. That morning we our sales contact and another manager at U.S. Coachways explaining that we had not received all of the equipment U.S. Coachways had agreed to provide. Around 2 p.m. that afternoon, a manager called to apologize and offered to find replacements. As we were now eight (8) hours into an eleven (11) hour shuttle without the equipment, and the equipment that the manager thought she could obtain would be coming from an hour away, we informed her it was too late to comply with the contract and demanded a refund of $5,344.12, the money charged for the motor-coaches that never provided service to us on April **, 2014. The manager informed us that U.S. Coachways would refund our money for the services not provided.

We have been very patient waiting for a refund and have tried to resolve this situation amicably for over a year. However, U.S. Coachways’ responses to our requests have been inexplicably contentious and bellicose. U.S. Coachways did not provide a service that it agreed to provide us and should refund our money.Desired Settlement: We desire a refund of $5,344.12

Business

Response:

We have reviewed the consumers complaint and a request for refund has been denied.US Coachways does concur with the consumers statement that (10) Motor Coach Buses were contracted. US Coachways had dispatched (8) motor coaches to the consumer and due to mechanical and or safety concerns US Coachways had provided enough mini coach buses for the remaining passengers. All buses were utilized for this day and services were provided.

Review: Our firm reserved a bus-charter on June **, 2014 for the date of September **, 2014. I provided our AMEX credit card number for the 30% deposit required. The 70% balance was supposed to be charged 30 days prior to the date of service, or on August **. Instead, the full amount of the charter + a new, not-previously-mentioned fee was charged to our AMEX card. I did not notice this on our online AMEX acct until July *. I e-mailed my assistant travel consultant at US Coachways that day to ask why the full amount had been charged. She said she would forward to the [redacted] to handle. The [redacted] e-mailed back and said there was a "glitch" in their system. I asked her to leave the 30% deposit on our AMEX but refund the balance until it was actually due on August **. The overage had not been refunded by July **. I called the [redacted] and left voice mail, then e-mailed to request the refund again. She e-mailed that she had forwarded my e-mail to the finance department. But a credit was not issued to our AMEX. On July ** I e-mailed the [redacted] again. She did not respond. On July ** I e-mailed again, copying the [redacted], travel consultant, and assistant travel consultant. Neither of them responded, and a credit was not issued to our AMEX. On July ** I faxed them a letter (per the instructions in the cancellation clause of our agreement) cancelling the charter service completely. It has been 10+ days, and no credit has appeared on our AMEX account. I have opened a dispute case via AMEX. Checking Revdex.com, I found that what happened to us is not an unusual business practice for this company.Desired Settlement: Issue an immediate refund of the FULL amount due. They should NOT charge us a cancellation fee. My hourly fee x the number of hours I've spent dealing with this > their $100 cancellation fee.

Business

Response:

The client has been refunded and we have waived their cancellation fee.

Please consider this case closed.

Review: I chartered a party bus for a group of 35 friends and family to go on a overnight Reno trip. I paid $2493.12 for this bus. US COACHWAYS advertise these luxury buses on their website. They sent me out a dirty old unsafe bus. When the bus pulled up I was not happy. It was 8:00am and I had some of my guest leaving from my house and some leaving from a second location which was about 30 minutes from my house. Not only was the bus unsafe the driver pulls up with his two minor children on the bus. My guest was complaining about his kids being on the bus. The driver pulled over once before we arrived at the second pick up stating the bus was fine. When we loaded the second group and headed towards the freeway the bus stop four times on the side of the road. At that point I made the driver get us to a safe location and off the side of the road. It was 96 degrees and people were getting sick. I called US COACHWAYS to send me another bus and they hung the phone up in my face, It took me several calls to them and each person I talked with kept lying to me telling me another bus was on its way. The second bus took six hours to arrive. We were suppose to be in Reno at 1:00pm and we arrived at 9:30pm. We were scheduled to play at [redacted] for four hour before we checked in the hotel and we missed the entire day of activities that we had scheduled. US COACHWAYS ONLINE BUSES IS FALSE ADVERTISEMENT.THEY SEND OUT OLD BEAT DOWN BUSES THAT ARE UNSAFE AND OVER CHARGE YOU FOR THEM. THEN THEY CLAIM THEY ARE NOT RESPONSIBLE FOR MECHANICAL BREAK DOWN SO THEY CAN KEEP YOUR MONEY AD GIVE YOU THE RUN AROUND AND HOPE YOU GO AWAY. BEWARE OF US COACHWAYS THEY ARE SHADY COMPANY THAT HAS NO CUSTOMER SERVICE SKILLS. DON'T USE THIS COMPANY THEY ARE A SCAM.Desired Settlement: I want half of my money back. I was lied to for six hours nobody called me back the driver showed up with his kids on a charter bus that I paid for. The humiliation of me and my guest waiting six hours in 96 degree weather for another bus. Missing our play backs from a casino we were scheduled to be at. Missing a whole day at the hotel I paid for.

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,

Very horrible experience with this company. I made a reservation for two buses for a group trip and never received a official cancellation notice from the company. I contacted them the day before to once again confirm my reservation due to the lack of communication from my account manager David Allison. He then told me that my buses would not be available less then 24 hours before my intended departure time, I asked why I hadnt been contacted and he hung up on me and wouldnt answer my calls. The only person available to speak with when I contacted customer service was dispatch and they stated they could not help me nor had a manager I could speak with. My experience with this company was horrible and I will never refer them or use them again. No follow up call was given to me and I had to contact them for my refund. Also they have now tainted my reputation as a business owner.

Review: The bus company did not provide us with the a bus that we paid in advance. We need a 100% refund and to be compensated for the expenses that we put out for not having a bus.Desired Settlement: I would like to have a 100% refund and also reimbursed for the expensive that we had to put out because they did not provide us with a bus for our trip.

Business

Response:

The consumer was refunded in full back on 08/**/2015 in the amount of $1675.32

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:

Yes I was refunded in full but this business should compensate our team for unexpected monies, effort and time that I had to expend to make up for their company's ineptitude.

My experience with this company was deplorable at best downright disrespectful at worst.

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

Sincerely,

Review: We received notification by phone that the bus charter was cancelled due to a malfunction the day before our scheduled departure. No other buses were available for the trip that was paid for in full. The customer service representative was apologetic and said our money would be returned to us. We have not received the money nor a return phone call or email regarding the situation.Desired Settlement: Requesting the full refund in the amount of $1600.20

Business

Response:

We apoligize for the inconvenience.

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

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,

I scheduled bus for holiday party 3 weeks from our date. I continued to receive emails that the order was "in process" I could never speak to anyone who had a clue if the bus was going to be available for my day. It was the most pathetic display of professional business management I have ever experienced. Even if they would have finally said it was scheduled I would not have believed they would have showed up the day we requested. I cancelled and scheduled with another company.

Review: This complaint is about service with US Coachways. We had a group of 20 Vietnamese people, for whom my colleague in NY and I booked a coach from the JFK airport to accommodations in Boston.The transfer was for Monday, June ** at 1:15 pm, and the group was picked up on time. When my colleague in NY went to meet the group at the airport, she informed me that the bus driver was quite hard of hearing (I learned later from the bus company that he was [redacted]), which concerned me for safety reasons. My colleague asked that I be contacted 1 hour in advance of the bus's arrival so that I could be waiting to meet the group in Boston. It is approximately a 4 hour drive from New York to Boston. I was waiting at the drop-off location at 5:00 pm. at 6:15 pm, I called the dispatcher to find out where the bus was. He said that he did not know, that he would try to call the bus driver, but that the bus driver generally did not answer his phone. He also told me that their company had no radio contact with the bus, and no other way of getting in contact with the driver. I found this frustrating and hard to believe that a company would have no way of getting in touch with their driver. At 6:45, I called the dispatcher back, as the group was now an hour and a half late. Again, the dispatcher said he would try the driver. I called the dispatcher again at 7:15, and again he said he would try to get in touch with the driver. A few minutes later, the dispatcher called me. He said that he got in touch with the bus driver, and that the bus driver was having trouble because the bus was too tall to pass under a bridge, and they had to find an alternate route. At this time, the dispatcher asked me for directions, which I could not provide, as I do not drive and do not know the roads, and as I expect a transportation company to take care of these kinds of issues. Shortly thereafter, I was in contact with the dispatcher again. He said that they found an alternate route, and the bus would arrive within 10 minutes. This was at approximately 7:30 pm. Shortly thereafter, I started getting calls from my group leader, on her international phone, that the driver was lost, and asking me to come get them. I tried speaking with the driver, but he could not tell me where he was. He told me a street name, but the street name he gave me was miles and miles long, and he could not or would not give a cross street, so I could not figure out where he was. On the phone with me, the driver was angry, rude, and offensive. For the next hour and a half, there were repeated phone calls between my group leader, myself, the bus driver, the dispatcher, and with Fisher College Police. (Fisher College was the final destination, and the police were helping to guide the bus driver in.) At one point, the bus was stopped on the side of the road in Boston, and my group leader got out of the bus in the pouring rain and handed her phone to a Boston local resident for me to speak with, as the bus driver could not find his way to the drop-off point. The police tried several times, over the course of that hour and a half, to give the driver specific directions to arrive at the destination; however, the driver A) could not hear their directions very well because of his hearing problem, and B) was simply not following their directions. The bus did not arrive until 9:15 pm, 4 hours late. The bus was within a 10 minute drive of the drop-off point for nearly 2 hours before the driver actually arrived at the drop-off. Upon arrival, I was waiting for the group. The bus driver opened the door and said "Don't you dare give me a hard time." I replied that I just wanted to get the people off the bus. As mentioned earlier, it was pouring rain, and the bus driver refused to help unload the luggage because he "didn't have a hat." Afterwards, the group leader informed me that the bus driver was very rude to them and had a temper with them, so our group was very upset. Due to the poor service, we have now had to give a significant refund to this group, which has now caused my company to lose money. In addition, I lost 4 hours of time that night in which I needed to be at work. I have also lost several hours of work time the remainder of last week trying to resolve this dispute with the company. I spoke with a [redacted], our customer service rep with whom we booked the trip, a [redacted], his supervisor, and a [redacted], her supervisor. They offered me a $100 refund and $100 credit toward a future purchase, which I found an offensive offer based on the terrible service received. I have been told that there is no one else within the company with whom I can speak, and that that is their final offer. I have informed the company that I was going to a 3rd party to resolve this dispute. I'm sure there is more that happened, as well, that I am now forgetting. At this point, I have disputed he charge with my credit card company. I look forward to a resolution of this issue.Desired Settlement: 50% Refund

Business

Response:

I have reviewed the consumers complaint and please review US Coachways response to the statements made by the consumer.