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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?

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          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

            12/22/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            ******************** hockey team received a quote and obtained service for bus service for the team for out of state bus service for their hockey team in September. The night before they alerted the team they had no buses available which left them in a bind. They have refused to pay back the over $5,600 that they took from the team. Numerous attempts to receive the refund are going unanswered. This is putting the team in financial hardship to finish off their year as they had to scramble to find transportation at the last minute and now out the money they was paid to US Coachways that they refuse to refund or address.

          • Initial Complaint

            12/13/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Our contracted with US Coachways in July for a trip on November 30-December 1st. 14 hours before our trip the dispatch department sent an email cancelling our trip. Luckily I was able to find a replacement, but we had to pay another company. I have reached out for a refund. No one will return a phone call or an email.

            Customer response

            01/08/2024

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            12/11/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            October 26 2023 Bus trip was cancelled by the bus company. They said we would receive full refund in 40 days.We have attempted many times to contact accounting to check status of refund to no avail.Sales agent says we must talk to accounting and accounting will not talk to us. We are a small volunteer ************** that depends on being paid for marching in parades. We paid up front for this job and then could not go to it thereby losing the **** for the bus plus not being paid the **** for the job. We need our ************************************************************************************************** ************ each year. I have spent at least 3 days trying to contact someone that would let me know when the check was coming but they are totaly ignoreing me. I have searched the internet and now see that there are many similar complaits in the comments of travel sites. Help woud be appreciated

            Customer response

            01/08/2024

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            12/07/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            We retained transportation services from US Coachways *** on 5/17/2023, for our company outing scheduled for 8/16/2023. per the agreement US Coachways would provide transportation to and from ********** Field in *********, **. We made the agreed upon payment of $185.49 on 5/18/2023, $185.49 on 6/17/2023, and $1483.96 on 6/26/2027. On 8/16/2023, the day of our scheduled outing we received a call 10 before they were due to arrive to pick up our employees and take us to *********. Dispatch stated the bus had been in an accident and they were trying to get another bus to us. I waited 20 minutes and had not heard back so I called dispatch. They said they had a bus, but were struggling to secure another driver. We had told them there was no way they could get here for us to make our event on time. We were unable to wait, We ended up having 5 employees drive everyone to the game. The dispatch assured me we would get our money back becaused it was not our fault. However, I have tried and tried to get someone to return my call and emails, but no one returns my calls or emails. All of my attempts have gone unanswered and it has now been 4 months. They have kept our money and did not provide a service. Unacceptable and bad business practice.

          • Initial Complaint

            12/05/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            We booked a charter bus to take our hockey team (45 people) to a tournament 3 hours away on September 9, 2023. We paid fully $2,511.83 ($300 was a credit from a previous trip) for this trip when it was reserved on July 28. 30 min before our departure time the company called me and canceled saying they had bus issues and could not find a replacement. All 45 of us had to scramble and find rides to drive us 3 hours away all within 20 minutes so we would be on time for the kids hockey games. It was so stressful and inconvenient for all involved. Since the cancellation I received 1 email from the customer care manger *************************** saying she sorry and that accounting will have our refund within ***** days. Well it is now December and we have yet to get our refund. Every time we try to contact the company we get no response. Whether it be via emails or voicemails. I have emailed the sales representative *****************************, Accounting and *************************** weekly sometimes twice a week since October with no response from anyone. I have also filed 4 formal complaints on the companies website and have had no one contact me about them. This is very frustrating that we have a whole hockey team still waiting for their refunds. Not only for the charter bus, but also for the the extra money we had to put out to get ourselves to the games. Such as mileage, gas and tolls. Its not right that we paid for a service and signed a contract and this company didnt supply that service they were contracted to do. We are still waiting for a refund months later!

          • Initial Complaint

            11/27/2023

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            I am a student that runs a student organization at ********************. I scheduled and paid ($6,000) for a bus on September 29, 2023. On the morning of September 28, 2023 I received an email and phone call describing a cancelation of my charter (charter #********) due to mechanical issues. I was then left to scramble and find a new bus for a team trip. I was then ensured a refund would be sent to my house and I was instructed to wait 45 days for the refund to be processed. I emailed accounting and have received no updates. I am put in a very challenging situation as we receive no money from the university and are now down $6,000 of our students' money that is necessary to fund our organization. I require a full refund or will be required to take legal actions. My email is ************************** and can be contacted there with any new information.

          • Initial Complaint

            11/06/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            The following Bus was chartered from US Coachways through my assistant **************************Charter Information Below: Charter******** Pick Up Date 10/13/2023, 9:00 AM Charter Id ******** Trip Type Round Trip Amount $3,699.44 Passengers 20 Our FULLY PREPAID Wheelchair Accessible Coach (Bus) was reserved several weeks in advance. The Contract was paid in full, and receipt of the payment was confirmed by US Coachways. US Coachways canceled the Bus by leaving a "No Reply" email approximately 12 before the departure time. The Bus was to leave at 9 AM and the Email was received at 4:49 PM, after the close of business hours. The emergency line available to Charter's leaving within 24 hours was not receiving messages. Again, the Bus was canceled by email after the close of the business day on Thursday, 10/12/23, at 4:49 PM, scheduled for an early Friday, 10/13/23 morning pickup.Because of the No Reply email communication, it was impossible to communicate with the Firm. A woman called and said the Bus was canceled, despite the fact that we had 20 passengers dependent on being transported to *************, with a number who were disabled . US Coachways had someone call to indicate they cancelled the Charter and would refund the payment. They made NO provision to troubleshoot the problem, to contact with another vendor to meet the terms of the contract they committed to, and consequentially we had to scramble to Charter with a more professional transportation Company to ensure the transportation of the passengers. Two disabled passengers were significantly compromised due to their last-minute cancellation, and the group leader had to cancel his participation due to the lack of W/C access. It cost him over $1500 in non-refundable fees because he is a permanent wheelchair user and needed wheelchair access. This cancellation violated the respect of persons with disabilities and caused embarrassment and disregard for their unique needs.Two emails were sent to, *******, who is listed a a Senior Specialist, with no responses.A telephone message was left on their voicemail indicating that if there continued to be no response, we would file a grievance against US Coachways with the Better Business Bureau.And, US Coachways has failed to refund our fully paid Contract.It is incompressible that US Coachways would function so unprofessionally and would desire to have a grievance filed against them with the BBB.It is incomprehensible that the person who is responsible as a senior specialist had a person with no authority call to inform that our Charter was cancelled. US Coachways should have called and tried to help trouble shoot the problem, arrange for a Coach from a competitor, and not simply sent an email cancelling. On three separate occasions I have asked for the name and contact information of the *** of this company, and the information is never provided.Three weeks have gone by and we still have not received our Refund.We received a defensive email from US Coachways informing us that the circumstances were "beyond their control". It seems absurd to me that this company has zero regard for customer satisfaction. I would have expected the Senior Specialist to have personally called and explained what the problem was, and tried to work with our group leader to find a solution. Instead, their unprofessional email indicated they would provide a 10% discount up to $250 toward a future Charter. Do they really think I would ever take this risk again. The Charter information is below.I will give you one last opportunity to contact our office through my Administrative Assistant, *****, at ************. *****, if you do not hear from US Coachways by the end of the business day, please proceed with the complaint.Thank you, Msgr. ************************* Dear ****************,Please be advised that by this communication, I am instructing my Administrative Assistant, *********************************, to proceed with filing a complaint against US Coachways with the Better Business Bureau for the following reasons.You have failed to respond to two email requests and a telephone message left on your voicemail.

          • Initial Complaint

            11/02/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            We are a school that had booked a college tour. We booked our bus on September 21st, 2023 paid in full, Our date of service was on October 19th we received an email October 18th stating our itinerary was ready for October 19th. On October 19th we get a call ****************************************************************************************************************************************************** 15 minutes with information on a new charter bus to come get us. Well the agent called back *************************************** an accident and could not get a bus at all. A company so big could not find another driver or bus which made us miss out college tour for our students which was not far to them and they should always have a back up. Well the agent assured us that we will get a full refund back. We did receive an email stating they canceled the bus because of mechanical issues but nothing further and I have reached out to multiple times and people and still have not heard back please do not use this company US Coachway.

            Customer response

            11/27/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            10/30/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I booked a 28-passenger mini bus for a round trip from ******, ** to *************, ** (*********************) departing at 9 AM and returning at 11 PM. The total cost of the trip was $3,089.99. At the time of booking, I emailed the sales agent to confirm that I would receive a 28-passenger bus and she confirmed. Prior to the trip, I received an email saying that the bus that had been booked was experiencing mechanical issues and that we would be receiving a free upgrade to a coach bus. The day before the trip I spoke to the sales agent again and she confirmed that the bus would be arriving on time and departing at 9 AM and that the 28 passenger bus was still experiencing issues and that a larger coach bus would be used for the trip. THe day of the trip a 24-passenger bus showed up at 9 AM. This bus was not large enough to accommodate the 28 passengers. I called the dispatch team and they said that they could not have a 28-passenger bus to us for another 2 hours. Our options were to delay our trip by 2 hours or take the 24 passenger bus and get a refund. SInce we were on a tight time schedule, we opted to take the 24 passenger bus and have people drive on their own and meet us at the destination. The dispatch team told me to call the company the following Monday to arrange for our refund. I filed a complaint on Monday 10/16/23 and have not received ANY communication about a refund. I've emailed the sales agent twice and she told me to follow-up with the generic customer service hotline. This is completely unacceptable.

            Business response

            11/14/2023

            Hello, while we do apologize for the issues that transpired and any stress this has caused. We also show that you have been in contact with our customer service manager to work out a resolution. 

            Customer response

            11/16/2023

            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

            10/27/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            ********************* contracted with US Coachways for a college tour. 16 hours prior to the trip US Coachways cancelled the tour via email citing "mechanical issues." They promised a full refund of the money immediately, however that has not yet been initiated.

            Customer response

            11/21/2023

            Better Business Bureau:

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

            Sincerely,

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

          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
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          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.

          12 complaints closed in the last 12 months.

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