US Coachways, Inc.

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

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

Per the provisions of the agreement in which the consumer had entered upon."If there is a problem with a charter in progress, client must contact U.S. Coachways, Inc. dispatch department at [redacted] Press 4 and make them aware of the situation. If client does not contact our 24hr Dispatch...

department while problem is occurring U.S. Coachways, Inc. will not be held liable for any issues"The consumer failed to notify US Coachways dispatch of any related service issues to allow us the opportunity to remedy the situation therefore we stand by our original offer of a $100.00 credit to be used toward future services.

Revdex.com:Spoke with headquarters, all agreed commitments were completed, and satisfied with outcome.
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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

 Again, U.S Coachways has admitted to their fault of not applying our buses as had apologized and agreed with refunds. (See below apology and refund information from U.S Coachways Joseph J[redacted] sent on January **, 2017).We humbly await our refund. [redacted]###-###-####[redacted]MESSAGE FROM U.S COACHWAYS ON REFUND AND APOLOGY:[redacted]
[redacted]
[redacted]
 
[redacted]
 
[redacted]
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The written contract was rendered void when US COACHEAYS stated the bus I was chartering had A/C and the bus I was sent did not have properly functioning A/C equipment.  As a consumer I should have been notified of this issue prior to getting on the bus with my 16 passengers in 100 degree temperatures and subjecting us to unhealthy and downright unsafe conditions.  I was not given honest disclosure of the conditions nor the decision to postpone the trip and reschedule, therefore leaving passengers sickened and the event totally ruined.  I demand full refund for the event.     
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

My charter was easily booked, so I thought this would be a great company. I was wrong. Since then, nothing has been easy. The itinerary was entered incorrectly and I contacted the case manager. No response from my emails or from voice messages for over a month. I called customer service and they could not reach her. I finally got the supervisor and he said they would correct it. It took 2 more weeks and multiple phone calls and emails before it was finally corrected. Now my group is at the airport waiting on buses to show up. DO NOT USE THIS COMPANY!

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

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.

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

This is the report that was supplied by our dispatcher Kevin F[redacted] who handled the call from the consumer and the bus driver. The first night of the trip, the client requested to make a rest stop, according to our bus driver Danielle, it is at this point that Danielle asked everyone to get...

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

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

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.

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

I have been the sole contact on behalf of Mansfield Band Parents Association. Nobody from US Coachways has called me this week, so the statement that there was a phone conversation between the parties appears to be an untrue statement, from my perspective. At this time, we do not have the check which was mailed, as per the response from US Coachways. I state once again that this complaint is not resolved, and will not be resolved until the refunded monies have been deposited into our account.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Revdex.com:
I have reviewed the...

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

[full refund is what we are looking for..]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

Per the provisions of the agreement in which the consumer entered upon the refund for malfuctiong AC is 5% of the purchase cost in which this case the consumer should be entitled to e refund of $58.00 The consumer was offered and rejected a refund of $350.00 which is above our contractual...

obligations. Please consider this case closed.

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

Revdex.com:
I have reviewed the response made by...

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

US Coachways has not admitted that it committed breach of contract, seemingly with the motive of price gouging. It should admit it was wrong in terminating our contract without cause and apologize for the inconvenience it has caused to 57 people, including us, who where counting on US Coachways to fulfill their obligation under the contract terms. US Coachways has made clear to us that making money is much more important to them than the common business practice of executing a contract as agreed.We feel that a company that acts as US Coachways has done, does not belong in your organization unless they admit wrong doing and apologize.Thanks for your attention.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]