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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

            10/23/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            June 29, 2023 - June 30, 2023 $ ********* Commercial uninterrupted bus service from Tangent, ** to ****, ** and back.Agility Robotics hired US Coachways to transport employees from Tangent,** to ****,** and back for a company retreat. US Coachways did not make Agility Robotics aware that they were using a third party transport. Here are just a few of the problems that arose.a) Pulling over frequently due to buses overheating b) Air Bag suspension problems caused bus to stop for safety reasons another bus was not called c) Brakes overheating d) Tire blew out f) Drivers allowed employees of Agility Robotics to load on one bus with standing room only for the last portion of the trip. Placing all employees in danger.g) Air Conditioning working intermittently US Coachways offered a $ ******** refund. Agility Robotics declined.

          • Initial Complaint

            10/23/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            The school I work at planned a field trip from *** to ********* for 190 students and we reserved four buses for an Saturday, October 21st. We had an agreement to pay via purchase order for $11, ******. The evening before, US Coachways called and said that one of their buses can't make it and that they had no backup and could not coordinate a replacement bus. Even though we're teachers and not in the bussing industry, we were able to find and reserve a bus at an alternative company. At 5:50PM the night before the trip, we confirmed with ******* at US Coachways via email that the remaining three buses would be at the school by 10AM the following morning. The next morning, those three buses weren't there at the scheduled time. We called US Coachways. First, customer service gaslit us and said that we had made reservations for the 22nd, not the 21st. We referred to the emails sent the night before to stop that lie. Then they said that they cancelled "in the middle of the night." It turns out they did send a cancellation email to a school secretary at 8:30AM that Saturday morning of the trip -- an hour and a half before our scheduled departure time. Then they said they the depot booked for the wrong date and there was "nothing they could do" to fix the depot's booking error. Not only did 190 students commute to the school and still missed out on the field trip, but I feel abused and lied to. It seems like US Coachways wanted us to cancel the reservation for all four buses when they called and cancelled the first bus due to an "accident," but when we found an alternative for that single bus, they were forced to break our reservation through more underhanded means. Were we cancelled in favor of customers who could pay in cash? Or for customers who booked a large number of buses last minute for a more lucrative trip to rallies in **? Would this have happened to a white suburban school? I'll never know the truth because it's clear that this is a dishonest company.

          • Initial Complaint

            10/23/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I chartered two buses to take 95 wedding guests 11 miles from one hotel to another hotel. I signed a contract and paid for the chartered buses months before the event. Fifteen minutes after the buses were due to pick up passengers, a person identifying himself as a dispatcher called to say both buses "failed their state inspections" earlier that very afternoon, and were out of service. Alarmingly - and accurately - the mobile service provider flagged the source of the incoming call as a possible scam number. No other buses were available, according to the self-identified dispatcher. After cancelling the charter, the company then became completely unreachable by phone, text, or email.The company remained unreachable the following day, and the day after that. They did answer the phone when I called from a number their system did not recognize. However, every call made from the number associated with my account was mysteriously dropped without being answered.On the few occasions the phones were answered, the calls were unproductive. According to the "dispatchers" answering calls, any person who could explain what happened or issue a refund was :"in a meeting." These "meetings" evidently lasted for days, because no local dispatch manager was ever able to return a call or send an email. *******************************, the sales rep who was unfailingly available before the charter date, did not return calls after the last-minute cancellation.The people who run this scam are sophisticated thieves and con artists, and the company is a criminal enterprise that advertises its fictitious charters nationally. I want my money returned. Beyond that, I hope the company can be stopped from making money by advertising non-existent services on a national basis.

            Customer response

            11/17/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            10/18/2023

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            I had made a reservation with US Coachways for a charter bus for Saturday, September 23rd and had paid in full in advance. 30 minutes before the start of the reservation, I received a call from the company notifying me that the shuttle will not be arriving, with no proper reason or attempt to find an alternative solution. The customer service representative on the call also declined to help me arrange for a prompt refund and generally was very crass and rude. After contacting their sales team multiple times by phone (each time the call went to voicemail) and submitting a complaint through their online form, I received a short email on September 27 that they would agree to submit a refund with no guidance on timing. I have attempted to follow up multiple times by email and by phone, each time with no response or being sent to voicemail without a returned call. I expect, at a minimum, a full refund from the business.

            Customer response

            11/12/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            10/11/2023

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            I reserved a 49 person charter bus on 6/3 through US Coachways, for a 2 way trip from ********** to ******** on 9/16. The total cost was $3827.53, which was billed against my credit card. I was told that up to 28 days prior to the trip, I would be refunded 95% of the total cost. I also purchased cancelation protection which would reduce cancelation fees by 50%. We had a number of people back out of the trip, so I cancelled the charter on 8/15, more than 28 days prior to the trip. I reached out to the sales rep who I'd booked through, and she told me refunds could take up to 45 days to process. I was also given an accounting email to reach out to with questions. I first reached out to accounting on 9/12, and followed up with them on 9/15. I received no response. I emailed again on 10/2, and once again received no response. I tried calling and I was hung up on by their "customer service" line. I called my sales rep who emailed their accounting department and manager who once again did not respond. I emailed again this morning and have still received no updates, despite it being nearly 60 days since the charter was cancelled.

          • Initial Complaint

            09/21/2023

            Complaint Type:
            Product Issues
            Status:
            Resolved
            The ****************** ********************* is a non-profit organization that chartered a bus with US Coachways Charter number ******** for Sept 7-9. The bus never arrived. It was stated their were mechanical problems. The charter had been paid in full via direct debit from our account in 3 separate payments, the final one being on August 1 in the total amount of $6,238.55. I have sent repeated emails and left voice messages trying to get a refund or at least an update on the refund process with little to no response. It is very difficult to get a response via email and I have yet to be able to reach a live person to discuss the refund status. The customer service has been terrible. My contact is ***** ************************* *********************************** Any assistance in helping with a refund would be greatly appreciated.

            Business response

            10/12/2023

            Hello, the charter number associated with this account was ********. As of 10/09, this has been refunded in full. Thank you.

            Customer response

            10/12/2023

            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.


            Hello
            I'm writing to inform you that the ****** *********************** has received a full refund as of October 10th in regards to claim  ID #******** .  I finally received an email from a customer service rep who sent updates on the status of the deposit  Several installments were processed to refund the money but happy to report a full refund has been received.  This issue can be flagged as resolved.  Thank you for your assistance.

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



          • Initial Complaint

            09/13/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            I booked and paid for a charter in full on 7/7 in the amount of ******** on 7/14 i was charged an additional ****** without my permission and with no explanation. I called and spoke to *************************** and he said the charge of ****** was an error and that I would be refunded. I waited 4 weeks and was not refunded so I disputed the charge with my bank and my bank refunded the money. From this moment on I had no faith in this company but I was locked into their very bad contract. I received a confirmation email on Friday 9/8 confirming my charter bus. Our charter was scheduled for September 10 at 9am. They were supposed to have a bus pick up my group of 24 from *********** in ************ and take us to **************, then return us back to the hotel. At 9:30 I opened my email to get the emergency contact and as my emails loaded I see a cancellation notice that was sent to me at 10:28pm on Saturday September 9th. I never received this email until 9/10 at 9:30 there for I was not notified. US COACHWAYS ruined my trip leaving my group stranded with no other options and they kept my funds prohibiting me from booking another company. They do this to many people and often never refund them. I am seeking 1. A full refund for bus that never came 2. Compensation for my missed event, food and time totaling over ***** dollars. 3. A detailed review of their business practices as I believe their licenses should be revoked. 4. A detailed review of why I was not contacted by phone when they were made aware that my bus was not available on Saturday 9/9 5. A report of the buses mechanical problems as this is a lie that they often tell. I want proof that the bus was broken. 6. A copy of my contract

          • Initial Complaint

            09/01/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            We established a contract with this company on June 16, 2023 to provide bus service from ******, ***** to *********** for 40 people. $2,711.00 was paid at this time. Our pick up date was July 30, 2023. At 4:30pm on July 29, 2023 we received a call that our bus service was cancelled. Only explanation was that the bus was no longer available. We are sitting in a hotel in ****** ***** with 40 people with disabilities. No help was suggested - we just DID NOT HAVE TRANSPORTATION BACK TO ***********. That in itself is mind boggling BUT we have tried contacting the company many times requesting a refund of our money and THEY have not contacted us ONCE. We have tried many times to request a REFUND - SOME EXPLAINATION. They have not once responded. What can we do?

            Customer response

            09/29/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            08/29/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Booked a charter bus for our youth camp and made payments Jan 31, April 3 and May 1, 2023 totaling $5803.53. The bus never showed up on the day we were to leave, so we had to make other arrangements due to our time contraints. We immediately cancelled any replacement they were going to send since they could not guarantee when that would be. We have sent 3 emails: June 28, August 2 and August 23 with NO RESPONSE. We have also tried calling numerous times only to be disconnected. We are a church that operates on a very tight budget and cannot afford to lose over $5800.

          • Initial Complaint

            08/21/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            Broadway Unlimited (my company) chartered two buses to take a total of 80 people (70 of which were minors) from ******** ** to *** for classes and to have lunch and see a Broadway Show. The charters were paid in full end of ****** **** of service was August 2nd. the morning of the charters only one bus showed up. They had that bus go back and forth to the city to take everyone since they only held 55 people at a time. we lost hours of time and revenue. They never got a second bus to take us home I had to call another company and pay ******* to get these children home. They still have not responded to my complaints, emails, calls, official complaints through the website . I paid through PayPal where I made an official dispute on August 2nd. PayPal has still not heard from them.

          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.

          12 complaints closed in the last 12 months.

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