US Coachways, Inc.

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

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

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]
I used US coachways to charter 23 buses in total for a cultural event held at the [redacted] on February *, 2015. First all the buses were late at the origination addresses. I tried to contact sales person/manager to get final confirmation of buses and was never given one. Again I want to reiterate all 23 buses were late to start off. During the event I received several calls from dispatch threatening not to go to proposed locations due to timing issues. After this headache I contacted customer service the following week and spoke to [redacted] on the phone. They basically said they would refund me $200 dollars and waive all the overtime charges. I expressed how this was unacceptable. First off since all the buses were late there shouldn't be any overtime charges to begin with. According to several bus leaders the buses didn't perform as per specified routes. The route in question is some of the buses failed to visit the Temple which was an agreed upon added stop and we had paid for this service. According to my review a fair refund would be to refund $4000.00. This amount was calculated with the following parameters. Some people had to find their own mode of transportation into the city because buses did not show up. There were also several other factors which are too numerous to list. I have stated this to [redacted] in customer service and now she has conveniently decided not to get back to me. I am utterly disappointed that a huge national company would do something like this. Their core business practices and business conduct is totally unethical. They seem to follow the bait and switch approach on a daily basis. I had also wired them the money and there was an excess of $30 dollars that was wired to them in excess of what they had requested. they have conveniently forgotten about this as well. Sorry about not getting back to you sooner.  I was not in the office on Friday.  So we had ordered 23 buses from US coachways.  They were all supposed to arrive at the origination at 8am. Not a single one was there at 8am.  Now there were 4 buses that were supposed to arrive in [redacted] at 6am.  These were for the performers at [redacted].  Only 3 buses showed up on time and 1 bus was very late.  So what the performers did was utilized the 3 buses and passengers from the one bus had driven their cars to NYC.  Now because the other buses were late the event was unable to start on time.  Not sure what is meant by route changes.  There were no route changes.  I believe the problem is coming from sales department because I kept insisting on getting a final detailed route with the buses and none was provided.  I even send the salesperson and managers an email on the day of the event and no one had gotten back to me.  I am really surprised that a company who claims to be the biggest charter service would do something like this.  For our event there were 43 buses in total that we had.  The other company that I used had no problems.  I have been really frustrated and now they even claim the [redacted] I had spoken to does not even work there.  I really need your help in resolving this matter.  Anything else you need please do not hesitate to contace me.So to follow up on our conversation the buses were supposed to arrive at 8am.  None of them were on time.  They did arrive at a later time from 8:45 am to the latest one which was at 9:45 am.  This caused the entire program to shift.  It was supposed to start at 10am but it did not start till 11:45am.  Some buses were supposed to go to a temple in [redacted] after the event but because they were late to begin with in the morning several buses failed to make this stop. 
Thank you,[redacted] 
 
 
 
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]
 
 Yes  
 
 
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:

Per Supervisor Yolanda T[redacted]' email on July [redacted], Charter #[redacted]
[redacted]
[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As per our previous offer US Coachways will apply the cancellation fee towards future services.
Please consider this case closed.

Per our original response; the consumer waived all right to dispute this as they have accepted our offer of a $200.00 refund on 10/** Attached shows the consumers recorded IP address acknowledging and accepting the following.  I [redacted], hereby accept this offer in settlement and release US Coachways, Inc. from any further financial claims regarding the charter listed above.  This includes charges disputed with any credit card company regarding the above charter.The Releasor acknowledges that this release is given with the express intention of effecting the extinguishment of certain obligations owed to the Releasor, and with the intention of binding its directors, officers, employees, agents, assigns and successors.  For the above noted consideration the undersigned further agrees not to make claim or take proceedings against any other person or corporation which might claim contribution or indemnity under the provisions of any statute or otherwise. It is agreed that the payment is not deemed to be an admission of liability on the part of the Release. It is declared that the terms of this settlement are fully understood; that the amount or type of consideration stated is the sole consideration for this release and that the sum is accepted voluntarily for the purpose of making a full and final compromise, adjustment and settlement of all claims for injuries, losses and damages resulting or which may result from the above noted dispute. [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:
...


As of 12/*/14  [redacted], I have not received a refund in my account for the card that was used in the initial transaction and that is located in my profile.  This can be verified via my bank.  What date was this refund issued, amount and how?
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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

[Your Answer Here]
Complaint has NOT been resolved. US Coachways has still not refunded members of our group. They did NOT provide the service we paid for. They did NOT provide recompense for preventing 55 people from traveling to NYC to Washington DC by failing to deliver PAID FOR transportation. They did NOT provide recompense for keeping 55 people waiting in sub-zero unsafe pre-dawn darkness outdoors in winter for a bus that US Coachways had no intention of delivering (but which they encouraged us at the time to keep standing outside in the frozen cold waiting for). The company's grudging, slow, partial refund, delivered only after hounding emails from dozens of customers, 2 weeks after they failed to provide service, is not sufficient. We are still suffering from our forcibly cancelled trip and 165 hours of exposure to freezing cold. 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The consumer was offered a refund of $184.00 (5%) of the total charter cost for the DVD malfunctioning as part of the provisions of the agreement.

US Coachways has made every effort possible in good faith to settle the dispute with the consumer and has offered more money back that what we are contractually liable for per the provisions of the agreement; please see attached.US Coachways urges the consumer to accept the $300.00 refund as this is our last and final offer. Should the consumer decline this offer from US Coachways the consumer will forfeit and previous offers made by US Coachways Inc and can choose to seek refund through litigation.

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 not received a full refund yet.  I made the reservation with the understanding that the driver would be available throughout the day.  Jay D[redacted] said that would be no problem when I made the reservation with him over the phone.  Later, I received this email:[redacted] 
[redacted]
The bus company denied me service with this communication, so I thought that the bus company cancelled the trip.  Since I had never confirmed the details of the charter, it never occurred to me that anything else was necessary on my end.  Why would I cancel a trip when the bus company did it for me? I received no communication from the company until the Saturday before the trip which was scheduled on Wednesday, April [redacted].  It wasn't until that email, that I had any clue that the charter was still in effect with them.  Of course I sent them an email to cancel service once I realized they still planned on providing an incomplete service.  I reviewed the company online and received this response from [redacted], the review company: [redacted].
If they don't believe I've had a "genuine buying or service experience," what exactly are they charging me $4,972.07 for?  Again, I expect to receive a FULL refund from the company.  Please let me know if you require any further documentation to expedite this process.  I am happy to provide it.
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]
I feel they only addressed PARTIAL Issues. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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]
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,
[redacted]

We have reviewed the consumers complaint and have processed a refund in the amount of $479.36

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 company has advised that they mailed a refund check.  We are currently waiting to receive the check.  Once the check is received, we will consider the matter resolved.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have reviewed the consumers complaint and deny a request of refund. The consumer agreed to the terms and conditions that regardless of time of cancellation consumer accepts the responsibility of a $125.00 cancellation fee. In addition at the time of the reservation the consumer opted to...

purchase cancellation insurance in the amount of $50.00