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          Business Profile

          Bus Rentals

          US Coachways, Inc.

          Headquarters

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Bus Rentals.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:
          BBB files indicate a pattern of complaints concerning fulfillment and custom service for US Coachways, Inc. Consumers are telling BBB about their experiences after chartering a bus or transport vehicle from this company. Several consumers have complained about the unprofessional conduct of the drivers they were assigned; the concerns range from unsafe driving, inability to correctly navigate to the destination, rudeness and making inappropriate remarks. A number of consumers reported that the charter they arranged for either showed up much later than scheduled, never showed up at all, or was cancelled last-minute, causing the consumers to scramble to make alternate arrangements or have to forgo their scheduled events. A few consumers allege that the vehicles that were sent by U.S. Coachways to their excursion did not match what they had contracted with the company, while others claim the vehicle is in substandard condition, with problems such as broken air-conditioning, litter, and malfunctioning or unsanitary toilet facilities. 

          As of August 2024, consumers are still reporting persistent issues with fulfillment of services, billing practices, and customer support for US Coachways Inc. Consumers continue to inform BBB about their experiences after chartering a bus or transport vehicle from the company. Several consumers noted that the vehicle they were provided with experienced mechanical issues which impacted the trip. A number of consumers claim that the charter they arranged for was cancelled by US Coachways, Inc. causing the consumers to struggle to make alternate arrangements or have to forgo their scheduled events. In many cases, consumers say they encounter much difficulty in attempting to get a refund from the company.

           

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/06/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Chartered s black bus for wedding transportation. The bus was running behind and didn't pick up the largest stop which was 36 guest and was last to the last stop causing all parties to miss wedding. The bus was a disgusting greyhound bus that made the occupants sick from a raw sewage smell. Did not get assistance from dispatch or driver after holding for over 20 minutes. The entire reason for the rental was to get family and guest to the wedding and all missed the wedding and only the last stop made it to reception. Horrible experience and services paid for were not received.

            Business response

            11/07/2024

            Hello, we regret things did not go as planned with the transportation as well as any undue stress this may have caused. We show that this client is currently working with our **************** team for resolution. 

          • Initial Complaint

            08/05/2024

            Complaint Type:
            Product Issues
            Status:
            Resolved
            I spoke with a sales manager regarding using a charter bus for a family reunion. I signed the agreement, including a cancellation contract. Money was given for a deposit, and then a full payment was made for services to be rendered. After another sales agent quoted me a different price, I cancelled the order. I emailed several persons in the company including the original sales agent, the one who quoted me the additional pricing, customer service and the accounting department. No one has given my refund that is due, although several emails (of which I included) state I am due a refund and that the company would send me such refund. I am unsure of how to proceed. When I filed a complaint on the BBB website, the company once again acknowledge that I was due a refund yet I have not received one. The charter order is ********. The original contract was with ***************************** the initial deposit was made on 6-5-2023 ($197.38) and the full payment was made on 7/1/2023 ($1776.37).

            Business response

            08/22/2024

            Hello, we regret that this has not been handled sooner. Please email your account payable information to ********************************* Thank you.

            Customer response

            08/23/2024

            Better Business Bureau:

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

            [Your Answer Here]  I sent an email to US Coachways and am awaiting a response.  I am rejecting the response until the issue is resolved.

             

             

             

             

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


            Sincerely,

            *********************




             

            Business response

            08/30/2024

            Hello,

            This is not accurate. We were in communication with *** ********************* following the initial BBB complaint. Payable information was obtained, a refund has been processed, and ************** was notified via email that a refund check is being sent to be delivered no later than Sept 5th with the upcoming holiday. Thank you.

             

            Customer response

            09/10/2024

            Better Business Bureau:

            I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

            Sincerely,

            *********************



             

          • Initial Complaint

            06/06/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unresolved
            I booked a 50 seater bus with a restroom for May 27 2024 from US Coachways **** We had reserved a bus to bring us, along with our extended family, to ********** for our daughters wedding. We had made our reservation months in advance. Less than 24 hours before our trip, we got a call from the company's dispatch team saying that our bus is cancelled and they will be sending a 40 seat bus instead without a restroom. The whole purpose of me booking months in advance was to avoid any issues like this, and to ensure we had a restroom to avoid additional stops, but we went ahead and secured rental vehicles and hotels for those 10 people who would no longer be able to fit on the bus. Mind you, it was memorial day weekend meaning we were forced to pay surge pricing. I had put this matter aside to not distract me from my daughters wedding. Once the bus arrived the next morning and we were almost ready to go, I quickly asked the driver for an ETA. He then told me we are 45 minutes away. He had the wrong address in the **** Once I informed him that we are going to **********, which is a 4-4.5 hour trip, he seemed extremely displeased and stepped off the bus for a second. He came back on the bus after a couple of minutes and silently started driving. We made it one mile from our home when he pulled over at the local grocery store and said the bus is not driving properly and that he is looking into the matter. All the passengers on the bus, including myself began to panic, thinking that we will miss our daughters wedding. After about an hour of the driver trying to fix the problem, one of our passengers, who has experience with situations like this one, approached the driver. He offered the driver $100 tip in advance and magically, all the problems went away. I emailed the company complaining about the unprofessional conduct of the driver and all the other issues we had faced on this trip, but received no response. I am turning this over to the BBB.

            Business response

            06/06/2024

            Hello, we see that our **************** Manager has attempted to reach you earlier today to discuss the issues on the day of your event. **************** will work to provide resolution. 

            Customer response

            06/09/2024

            Better Business Bureau:

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

            The company left me one voicemail and I have reached out since then over 20 times and have been sent to voicemail each time. I have sent emails, left voicemails, and called several times. The company did not take any effort to resolve my issue.

             

             

             

             

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


            Sincerely,

            *********************




             

          • Initial Complaint

            05/30/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Over a month ago, we booked a bus with this company for 49 people for the Indianapolis 500. The Indianapolis 500 was this past Sunday, May 26. Less than 12 hours before we were to leave, we were told the bus that was to take us had a shattered windshield and could no longer take us. We were told we would receive compensation by yesterday at the latest. The company has ceased all communication with us and has not responded to calls or emails. We have heard nothing,

            Business response

            05/30/2024

            Hello,

            While we greatly apologize for any issues that are out of our control, the information provided here is not in our system as a client of US Coachways. Please provide the corresponding charter number and contract holder information so that we may address them directly. Thank you.

          • Initial Complaint

            03/04/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            We booked a charter on June 13, 2023 in Sonoma County, **********. The morning of our event we received a call that the bus would no longer be coming. We were told a refund would be processed immediately. It has been 9 months and we have not received the refund yet. I have put in calls and left messages in your customer service line to no avail.

          • Initial Complaint

            02/22/2024

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            I contracted with this company for a bus charter on 7/12/2023 for service on 9/9/2023. Charter No. ********. I canceled the charter a couple weeks later. After repeated efforts, they finally confirmed by email on 8/7/2023 that my charter had been canceled. They said it would take up to 120 days to process my refund of $2,378. I have received no refund in the ensuing 6+ months. I have reached out to them repeatedly via email with zero response. I have called their phone numbers numerous times and never been able to reach a human being on the line. I had suspicion from the outset that this was a shady operation. They have repeatedly confirmed my suspicion. They are a scam company. The numerous complaints to BBB appear to confirm that.

          • Initial Complaint

            01/23/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            US Coachways canceled a charter that I fully paid for 1 day before my event. 12/1/23. I have yet to receive refund. First they told me it could take up to *************************************** the run around. I cant speak to anyone in the phone.

            Customer response

            02/17/2024

            Better Business Bureau:

            At this time, I have not been contacted by US Coachways, Inc. regarding complaint ID ********.

            Sincerely,

            ***********************

          • Initial Complaint

            01/19/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            US Coachways got me a bus for a group trip to ************* and everything was paid in full for the trip which was supposed to happen on December 9th. On December 8th at 3:00 in the afternoon I received a text stating that my charter was cancelled because there was a mechanical issue with the bus. They stated that I would receive a full refund since they couldnt provide the service. Now it has been 41 days and no refund! I have sent numerous emails with no response and no one will return calls either.

          • Initial Complaint

            01/17/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I was acting on authority of the Jersey ****************** to charter a bus to transport volunteers to the *** Marathon. Bus charter was booked, paid in full on 10/23/23, for service 11/5/23. At 3:55 PM, 11/3 an email stating bus was cancelled was received, stating funds would be refunded. We have made numerous attempts by phone and email. None of the attempts were responded to as to the status of the refund. A refund has not been received to date. It has been 2 1/2 months and no refund has been received and no response has been received from US Coachways regarding this refund.This seems very simple, the trip was cancelled, a refund was promised, none of our attempts to contact have been responded to and we request a refund in a timely manner.

            Customer response

            02/14/2024

            Better Business Bureau:

            At this time, I have not been contacted by US Coachways, Inc. regarding complaint ID ********.

            Sincerely,

            ***************************

          • Initial Complaint

            01/05/2024

            Complaint Type:
            Billing Issues
            Status:
            Resolved
            Date of Transaction: 4-3-2023 Amount Paid: $3,727.43 Reservation of motor coach for trip scheduled August 19, 2023.Trip No. ******** On April 3, 2023, I reserved a 56-motor coach/******* for a church trip schedule for August 19, 2023. I made the initial payment at the time of reserving the coach, including a cancellation fee of $30. On July 13, 2023, I cancelled the reservation due to lack of interest of church members.The refund process, per the website, takes about 120 days or four months. After November 2023, I contacted my credit card to know if the refund had been sent to them. I was told by the credit card company I was charged the full amount of $3,727.43.The payment installments in the reservation contract were supposed to be, after the initial payment, on June 20th and July 22nd. By June 29th, as stated in the included copy, they had charged my credit card the entire amount, overpaying them before payment due.I tried to contact them many times to no avail. Finally, I spoke with ************************* who asked them to refund me and which was overdue.I received a reply from ****************************** of the accounting department apologizing for the delay in refunding the account on December 14, 2023, and that the refund would be issued by "the end of next week," which would have been December 21, 2023, but it never realized.Yesterday, January 4, ****, I contacted ****************************** asking what was the status of the refund; she replied, "I will speak to accounting and get back to you."I have yet to received a reply from her or the accounting department.Please advise on how to proceed in this matter.Thank you.******************************************

            Customer response

            01/30/2024

            Better Business Bureau:

            At this time, my complaint, ID ******** regarding US Coachways, Inc. has been resolved.

            (By clicking "OK", your complaint will be closed as Resolved.)


            ******************************************************************

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 21

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          100 Saint Mary's Ave

          Staten Island, NY 10305-1839

          Visit Website
          (855) 287-2427

          Customer Complaints Summary

          69 total complaints in the last 3 years.

          14 complaints closed in the last 12 months.

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