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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

            08/17/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            I ordered a bus to take 12 people to a concert in *********, **. The company contacted me 24 hours prior to the trip and raised the price $450. The bus was 1.5 hrs LATE and completely sub par. The restroom smelt so bad that every time someone would enter, the most disgusting smell would fill the entire bus.. I will be seaking 100% reimbursement.

            Customer response

            09/10/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            08/16/2023

            Complaint Type:
            Order Issues
            Status:
            Unanswered
            We made a reservation for an elementary school trip in May 2023, months in advance. The night before the event (less than 12 hours before scheduled pickup) we received AN EMAIL that one of the three buses we reserved was having mechanical issues and was unavailable. They claimed that they searched a 300 mile radius and were unable to find a replacement and suggested that the event be rescheduled. Rescheduling was not an option for this school field trip. We were forced to scramble to find a replacement for the students and chaperones that we needed to transport early the next morning. We were told that the accounting department had been notified and that wed receive a refund for the reservation. After numerous emails and attempted phone calls (bc its nearly impossible to get anyone on the phone) we have still not received our refund.

          • Initial Complaint

            08/07/2023

            Complaint Type:
            Product Issues
            Status:
            Answered
            US Coach ways was paid in full ($1475.87) in May for a July 29 2023 9:15am departure from Holiday Inn ************************************************************************************ . My contact person was *** ************ / Charter # ********.On 7/27 I called US Coach ways to confirm the pick-up *********** and all was set this Saturday which they confirmed. On Friday @ approx 3:52pm they sent an E-mail stating they cancelled the bus, this was unknown to me until I called at 8:50am Saturday because there was no bus and 47 people was waiting to board and head to ************* where we had passes to start tours at 10:15am. This was a reunion of business professionals where attendees came from 7 states to attend and anticipated the tour as part of their stay. I am seeking prompt refund of $1475.87, in additional $1475.87 for breach of contract and 18% ($262.00) of my deposit that have been held for months Totals $3213.74

            Business response

            08/08/2023

            Hello,

            Please accept our sincerest apologies that your reservation was cancelled with little notice. There are times where mechanical issues do prevent service. In some instances we are able to secure a replacement vehicle but this is not always the case. The safety of our clients is of top concern. Our accounting team is processing a full refund of the amount paid for this charter. Depending upon your bank, this could take a few days to credit. Please feel free to reach back out to us if you do not see this by mid-week next week. Unfortunately, we are unable to credit anything above the contract amount.

            Thank you.

          • Initial Complaint

            07/21/2023

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On April 10, 2023 Imy credit card was debited $163.61 as a deposit forcharter reservation #********, Pick up date was for 7/16/23. This reservation was cancelled 2 weeks later via my sales agent ***************************** ************ ********************************** My cancellation fee was 50% of deposit ($81.80) a refund of $81.81 has not been refunded to me. I have made several attempts to collect refund, without any success.my last correspondence was June5, 2023 accounting ***** Please look into this matter

            Customer response

            08/15/2023

            Better Business Bureau:

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

            Sincerely,

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

          • Initial Complaint

            07/13/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            Service Date: July 9, 2023 Price: $1,549.71 Contract stating 55-passenger bus would pick up passengers from ***********************, ********************************************************** at 9 AM and transport them to ***********, **. The bus broke down enroute to the church. The replacement bus arrived over an hour later. I filed a complaint with US Coachways, case number ********, I called the office and I sent an email. No one responded.SALES PERSON:************************* | Senior Sales Agent Pronouns: He/Him/His tel ********************** direct ************** PROJECT MANAGER:********************************* ***********************************

            Customer response

            07/18/2023

            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

            06/27/2023

            Complaint Type:
            Order Issues
            Status:
            Answered
            Our organization contracted with US Coachways for a day trip to *************, ** on 06/10/23, from *********, **. We were scheduled to depart 06/10/23, at 6:00a.m. (EST) from ** to *************, ** and returning to the same location. Payment of $7,555.00 was made as follows: Deposit $573.98 (credit card) and $6,981.08 (Cashier's Check) weeks prior to the trip. On 06/09/23, at 10:30p.m. (EST) we got a call that the vendor we used is not able to perform their service and your trip has been canceled and unfortunately there was no one else in our network to secure transportation and were sorry for the inconvenience. The detail listed in her follow-up email was never relayed to us on that call nor would that reason provide fulfillment of our contract.We were put in an extreme bind less than 8 hours before we were to depart and we provided documentation from the paid arrangements we made for trip: 110 Broadway tickets ($6,515.00) and a dinner catering invoice for 110 guests ($6,749.18) = $13,264.18. The representative said they would not be responsible if we could not arrive to ******** to take part in our planned activities.Frantically searching to try to secure transportation at 11:30p.m. (EST), we found another company to provide buses and solidified the agreement at 1:30a.m. (EST), roughly 4 hours before our trip was scheduled to depart. To salvage our trip, our hands were tied to prevent the loss of our tickets and meals. The invoice for the new company amounted to $9,517.20 which we attached to our letter and was paid that night/early morning.We requested payment of $9,517.20 broken down as follows: $7,555.00 as our US Coachways contract refund and $1,962.20 as the additional cost we incurred to secure last minute transportation from another company. US Coachways merely offered us a "credit" for a future trip. We do not accept this "credit" offer and demand the overage we had to pay ($1,962.20) as US Coachways canceled late at night and less than 8 hours before our trip. They refunded the credit card deposit but has piece mealed our remaining $6,981.08 from the contract price in four post dated checks (which we are still awaiting the four payments). Their actions and lack of accountability are unacceptable from a company that touts being in business 30 years. We are seeking the additional $1,962.20 and feel that our request is not unreasonable as we attempted to minimize our potential losses of over $13K.

            Business response

            06/27/2023

            Though we do greatly apologize for the issues outside of our control and any stress this may have caused. US Coachways is not liable for any additional costs of securing alternate transportation. This is outlined in the contract that was signed by the client under General Policies and as such, this case should be closed.

             

            c) If US Coachways is unable to perform the obligations required under this contract, and is unable to provide
            replacement transportation (which US Coachways shall select at its sole discretion), US Coachways' liability
            shall not include any responsibility for incidental, consequential or special damages, whether foreseeable or
            not. This shall include the costs of securing substitute and/or additional transportation; spoiled food and/or
            beverages; concert, theater, sports and/or other event tickets; admissions cost, reservations, plane or train
            tickets; and/or any and all other losses related to late pickup or no-show of requested transportation.


            Customer response

            06/28/2023

            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:

            This business reputation of canceling charters and forcing its customers to incur additional charges based on their failure to provide service that they agreed to accept is poor business practices.  We are still seeking other options for their last minute cancellation and the additional costs we had to occur. 

             

             

             

             

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


            Sincerely,

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




             

          • Initial Complaint

            06/20/2023

            Complaint Type:
            Product Issues
            Status:
            Answered
            We had booked this company for four trips with our school. Our senior trip for our graduates was scheduled to depart on 6/7/23 but then we received an email from the company saying our bus was cancelled on 6/6/23. Less than 24hrs. We was told we would have an immediate refund. To date, we have not received our refund Our next trip to ************ was scheduled to depart on 6/14/23. However we received and email and phone call around 9pm on 6/13/23 saying our bus is cancelled due to mechanical issue. No refund on that as well

            Business response

            07/10/2023

            Hello, our accounting team has attempted to process the refunds but the card on file is no longer valid. They have reached out for check payable information. 

            Thank you.

          • Initial Complaint

            05/08/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Answered
            I am concerned this company is a legitimate scam and I cannot believe they are a functioning business. I booked a 56 person charter bus in December of 2022 for May 6, 2023. On May 4 (less than 40 hours prior to departure), I received an email from the company stating that the bus had "maintenance" issues. They stated would work on getting me a replacement but no promises since they had already "sold out" for this weekend. Obviously concerned, I responded asking for prompt updates as we had several people coming into town for this event. A few hours later, the company responded stating they could only provide me with a 30 person bus, no bathroom, at the same price (~$2600.00). This did not work and was not an appropriate solution as our party would not fit into their replacement. Also, how can they expect to charge me the same price for a significantly lesser quality bus? Insane. The company then cancelled my bus completely, has stopped responding to ANY emails or phone-calls, and has not refunded any of the $2600.00 I have already paid them. I have reached out to them >10 times without a single response. Half of the emails on their website are fake (not real emails), and every time you call the company (any # on their website) it states "we are too busy with other callers and cannot field your call". All I want is my refund and I cannot get a hold of a single person at this company regarding this matter.

            Business response

            05/10/2023

            Hello,

            We do apologize for the mechanical issue that is completely out of our control. Our team did everything possible to secure an alternate vehicle. Since the only alternate option would not work for your group, the charter was cancelled. This charter was noted for a full refund which was processed today, 5/10/23. Depending upon your bank, this may take a few days to show on your end.

            Thank you,

          • Initial Complaint

            03/29/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I am seeking a full refund and payment for expenses incurred from lack of service. My charter number is ********. On January 18 and 19, I paid $2.44.37 and $2,199.37, for a charter bus round trip to pick a group of 39 from our location to ***. They confirmed that they will pick us up from our location on March 19, 2023 at 3AM. They said the bus will be there anywhere between 2:30-2:45AM. Around 2:50, the bus had not yet arrived. I called dispatch and they said that the bus should be on it's way. After a few more minutes, I called again and they said the bus left the depot a while ago and is on its way. I pointed out the fact that they had not asked for my name, account number, so how do they know. I asked them to check on the status and they said they were having trouble contacting the bus driver and the *** on the bus was not working. This went on for another 20 minutes. After about 3:30, we asked them where the bus depot was located. They said the bus left ***************** 45 minutes ago. North ** is more than an hour away. Eventually, we were told that the bus driver got a flat tire but is now on its way. However, they could not provide us an accurate location or ETA. At that point, we had no other choice but to quickly arrange for us to get to *** on our own. I filed a complaint/refund request on March 19, but I have yet to hear from them. There is no number on the website or my account for me to talk to a person. So, I called the main company number and I have attempted to call accounting. No matter what time of the day I get a voicemail. On March 28, I called dispatch to tell them we landed. They said the bus is on its way and will be there at 9:25PM (the pickup time was scheduled for 9PM). By 9PM I called to ask where to meet the bus and ETA. They could not provide an accurate ETA. At 9:50 they said the bus was 25 minutes away. By then, we had no other choice but to rent cars to get us to our homes over an hour away.

            Business response

            03/29/2023

            Hello,

            We do apologize for the issues that transpired as well as any stress this may have caused. I do see that your charter was already canceled and is set up to be refunded in full. You can email *********************************** and reference your charter number for any further inquiries. 

            Thank you,

            Customer response

            04/03/2023

            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

            03/15/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Resolved
            I had a bus trip planned with US Coach Ways and had to cancel. They are now telling me it may take 120 days to get a refund. I feel like this is just a way to hope the customer does not follow up that the funds ever get refunded.

            Business response

            03/15/2023

            Hello,

            The refund policy is listed in the contract that was signed and agreed upon when making the reservation. I have attached the contract as well. 

            Thank you.

            Customer response

            03/16/2023

            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 had called and asked what the cancellation policy was and was never told anything about a 120 waiting period. Only the 25% charge

             

             

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


            Sincerely,

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




             

            Business response

            03/27/2023

            Hello,

            The timeline for refunds is listed in the terms and conditions of the contract.

            Thanks,

            Customer response

            04/05/2023

            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,

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



             

          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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