US Coachways, Inc.

I completely understand your anger and frustration and sincerely apologize. We strive for perfection but realize there is always room for improvement. We dispatched approx 300 buses across the country of which close to 100 buses were in the NY/NJ area. A move of this magnitude does not come without...

some issues and unfortunately your group along with a few others experienced these issues. As far a specific reason the bus did not show up…The bus dispatched for your group specifically had a mechanical issue which couldn't be rectified on time. This happens often in the bus industry and normally we have extra buses on reserve to account for this but had to utilize every vehicle for this event. With such high vehicle demand across the country for this event, finding a replacement vehicle was a momentous task. Dispatch worked feverously to find a replacement vehicle but due to the volume of buses being utilized for this historic event we were only able to send a minibus after many of you dispersed. Again, we sincerely apologize and wish the outcome could've been better. I hope this explanation helps put this unfortunate occurrence into better perspective. Please note that refunds are already being processed for these routes.

US Coachways has reviewed the complaint by the consumer and has offered the consumer a $300.00 refund. The consumer has failed to accept the offer made by US Coachways.

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.

At no point in time or during the course of the trip had the consumer ever reported this to USC in addition the consumer had failed to mention this in their original complaint to the Revdex.com. USC stands by its original offer and kindly request this case be 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:

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

This is the first time I am hearing of the dispatcher, [redacted].  I dealt with a [redacted] by the name of [redacted].  All buses were supposed to be at the origination by 8am.  All the buses were not there by 8 am and so all the buses were late.  The event was unable to start on time because of this.  The overpayment of $30 was sent to the manager [redacted] and she never responded. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At this time US Coachways has not been able to recoupe any additional funds from its affiliate PDQ/Urban Express.  We ask that the Revdex.com administratively close this complaint based on the information provided and the consumer being refunded in full.

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]
 This does not resolve fact that they did not cover the tolls or that they did not refund us. Completely unacceptable.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I have revised the consumers complaint.
The consumer cancelled their services back on 07/** and was refunded on 07/**.
Please consider this case closed.

US Coachways has no record of this consumer. Please have the consumer provide a charter booking number so that we can properly review and respond.

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]
 Yes I did receive a full refund of the charter but am still out of pocket the cost of non refundable tickets. As far as the $250 credit for a future booking : I will never book with this company again. I want to know if US coachways even tried to get some compensation for me from their affiliate. If the affiliate had followed all the laws we would not be here.  I would also like to know who the affiliate was that they booked for my charter. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

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

Please see comments below from Mr. David A[redacted] We did everything we could to save the trip from [redacted]’s itinerary error. Erica requested a quote on 11/*/16 and booked on 11/**/16 and was advised we needed an itinerary on 11/**/16.  Client provided a detailed itinerary and...

approved it on a trip that had the vehicle departing the hotel in Sandusky OH at 8am on 5/**/17 and making a direct transfer 416 miles  to [redacted]  She contacted us a week away from the trip with an extension of the itinerary with local use in Sandusky on 5/**/17 and departing Sandusky at 9M that night. The depot that she was booked with Ben’s Discount spent the next several days trying to change things around so could accommodate the extension because the client said she needed the service because she had spent money on tickets for Cedar Point. So when Ben’s Exhausted all options I suggested a One Way Transfer from another  Depot. The client was presented with an option to return at the scheduled time or accept the One Way Transfer.  Kieth M[redacted], in Fulfillment, and I trimmer her cost back from the originally requested price to a bare minimum of $2990.00. The client accepted the offer and booked the charter.  To make this work, I negotiated with Ben’s Discount to extend their service on 5/**/17 to accommodate a transfer of the group from their hotel to an nearby School Woodlands Intermediate so the kids could perform for the school and Ben’s waited with the group and then transferred the group from at 9:40 am from Woodland School to Cedar Point Amusement park. Causing Ben’s to depart Sandusky Ohio over 2 hours after they were originally scheduled.  Then for the One Way Transfer, I negotiated with FAB Limo to pickup the luggage from the hotel and then pickup the group at Cedar Point and make the 8 hour transfer to Crawley WV.  The consumer made a mistake while making her initial reservation request and then confirmed her mistake. When she noticed a week away it was in the middle of busy season and there was no option to pull a vehicle from a different depot and Ben’s was booked for a trip the night of 5/**. An ASAP One Way Transfer for a vehicle that has to be one the road for 8 to 10 yours and travel 416 miles one way and then travel home to OH is going to be expensive. It is unfortunate but it was her error and it is not right for her to complain about us for a situation that she created or to complain about a solution option that she choose to accept.

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]

We have reviewed the consumers complaint and have declined any request for a refund.  
Before the consumer had made the...

purchased the consumer had read and agreed to the companies general terms and conditions. As per the provisions of the agreement the consumer has accepted that a 10% administrative fee is not included in the total quoted amount of $1361.25 
The consumer also opted in to purchase “Cancellation Protection Insurance” for an additional cost of $29.99
 
The consumer was never informed that the credit card would not be charged; per the provisions of the agreement the consumer agreed that by supplying the credit card they are agreeing  that the card will be charged for any deposits and balances.
 
It is very apparent from this complaint the consumer did not fully read and or understand the terms and conditions before entering into agreement with US Coachways.
 
Please consider to close this case based on the information provided.

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

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. 
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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.

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