US Coachways

My family made the initial depost with us coachways back in march. we paid to charter our family reunion from Memphis, tn to Virginia for a week. my family rep was in contact with Antonio for months about what we would be responsible for. Two days before the trip they sent an email informing us that we had to pay for an additional bus driver’s room. that totaled to around $ 700 for the entire week. Last minute costs are not fair to paying customers. Also the day of pick up it was not a us coachway bus that showed up. us coachway sent a bus from scott’s shuttle service. the two drivers barely knew where they were taking us and had little knowledge about our itinerary for the week. during the week the male bus driver (mason) had a bad attitude and did not want to do everything we had planned. one day we where late for an outing because the bus company did not have the proper paperwork for us to get in to Washington, dc. my complaint is that we spent well over $ 7,000 for us coachways to just push us on to another company. this company is very unprofessional and I think they are in the business of scamming people. if I pay a company for a product, I expect to get that product. not some last minute back up. to add, I feel like scotts shuttle service drivers (mason&faye) were lazy, not the nicest, uninterested, and way too comfortable. the only time faye wore her uniform was on day 1. the rest of the week she wore street clothes… I also feel like we always had to wait on her to finish breakfast before we could leave. being that we were the customers they should’ve been ready before we were. I think it reflects bad on us coachway that they would send should poor representation in their place and not give us a heads up. WE DIDNT PAY FOR SCOTTS SHUTTLE SERVICE… WE PAID FOR US COACHWAYS!!! we will not being using this company again and I would not recommend them to anyone.

I had a terrific first experience with US Coachways. They were recommended by a friend who had chartered a bus about a year earlier. I ended up chartering a 24-​passenger mini bus for a tailgate. They were very communicative and efficient with the booking process – MUCH more so than any of the other bus companies I contacted. And, importantly, the price was significantly cheaper as well. The day of, the driver (Joe) showed up on time (actually early) – again, something I had problems with with other bus charters – and could not have been nicer or easier to work with. The bus was clean and ready for us. We did a full day tailgate with tons of supplies that had to be put in bus storage which was more than sufficient. Joe even hung around outside during the game to make sure no one stole our grills etc. And afterwards, he efficiently dropped us off. I will DEFINITELY use US Coachways in the future for all bus charters. After having had miserable experiences with certain other companies (like The Party Ride), happy to have found a solid professional company.

We booked a charter from US Coachways to move our guests from the East Lansing airport to visit a variety of locations between Lansing and Chicago O’Hare. We used the bus for 3 days and the driver was very professional and always prompt. The only reason that they don’t get a higher rating was because of one experience I had with a customer service rep — she was VERY rude, however I called in and talked with a manager and the issue was resolved. In my opinion — one should never need to call a manager when the agent is «having a bad day». But overall the experience was positive

I have to say that the customer service for this organization is unacceptable. We at HomeBridge Financial Services had a company picnic event and booked 3 of their buses for the picnic. The largest bus they sent us did not even have air conditioning and it was over 85 degrees that day! We finally got a resolution from customer service after 3 weeks of negotiating but this was still too long in my opinion. For a company that has many claims of service before you book they are certainly not following through with their promises after. I would highly recommend finding another bus company for your next event!

DO NOT USE THIS BUS COMPANY!
I wish that I could give them 0 stars. Never using them ever again.
I booked 2 buses for a corporate event. My account manager never returned my phone calls. When I could get in touch with him, he was rude and inflexible. They were completely unwilling to negotiate their contract with my legal department and rude when we asked for their insurance information. I called the head of customer service who also never returned my phone calls.
I ended up cancelling the buses because of the awful customer service and their unwillingness to negotiate on their contract. I never even received a confirmation of the cancellation. They are refunding the money minus 15%. I should be refunded the entire amount.

Never. Again.
I booked a charter through US Coachways to take a school field trip from Boston to NYC for a conference. In order to get to the venue with enough time, we needed to be picked up at 3:15 a.m. The driver didn’t show up until 3:40 a.m., so I was waiting around in a dark parking lot alone with a group of students in the middle of the night. I called dispatch four times and was repeatedly hung up on. When the driver finally arrived, he didn’t apologize or have any explanation whatsoever.
The kicker to this was that they required me to book a motel for the driver because it was a very long day. And I get that he needed to sleep. But why don’t you just include that in the cost and make the reservation yourself, US Coachways? Instead, I had to go out of my way, calling various places to see where I could get a reservation for a driver and parking for a bus. I was having a lot of trouble finding a place, so they suggested I call someplace in Jersey City. I did that, found a room, and booked it six days in advance of the trip. Well the driver didn’t like the room that I chose, and they only told me that with under 24 hours notice so I couldn’t cancel. They said it would be fine and he’d stick with it anyway. On the day of the trip, I gave him the hotel confirmation and an envelope with the exact amount in cash ($ 149.03) because they wouldn’t take a check and I wasn’t about to put my personal credit card on the room. Well in the middle of my conference I got a call from the hotel saying he never showed up! Come to find out, US Coachways had booked him a room at another hotel the day before our trip, so he never intended on going to the one I had booked. He sure took my envelope of money though! And he refused to give it back when I called him on it. Now I’m out $ 149.03 and I have no receipt to give to my school as to where that money went. I’m furious about this entire situation.
When I asked the driver about this, he tried to make up some bogus story about how he went to the hotel I booked but they didn’t have a room for him. That’s a lie, because I confirmed with the manager that he never showed up for the room.
I emailed the account manager at US Coachways about this, who said she forwarded my concerns to customer service. I also called customer service — the guy in charge of customer service, because I need to talk to someone who is going to do something about this — and he was dismissive and rude.
I will never, ever use this company again and I would encourage anyone else to stay away. Awful.

Long story short… we don’t have a bus for prom. As others have stated they make promises tthey cannot keep, then frantically call around for a bus 24 hours in advance. So thank you to U.S. Coachways for leaving us STRANDED ON PROM NIGHT. If you care at all about actually getting to your destination DO NOT book with them. I would give negative feedback as possible, pay attention the reviews people, be smart. WOULD NOT RECOMMEND… you have a better chance walking to your event.

What a lousy, unreliable company. They have a slick website, but it is empty promises. They advertise ²⁴⁄₇ customer service, but you’ll have no luck reaching anyone on a weekend. Same with the sales agent phone numbers and cell phones. Of course, the reason you will be desperately trying to reach someone is because their bus won’t be where it is supposed to be, when it is supposed to be there, and no one will have reached out to you. I wish I had done more homework on these guys before we hired them. What a nightmare. Don’t trust your special events to them.

Wish I could give a lower score. Do not book with this company. They may say they are national– but they act like a small company. They have no reachable customer service on the weekends. If you get upset because they show up late without informing you, they make up excuses as opposed to owning up to their delay. They don’t give you a direct number to reach them, you need to wait on hold via the 1 – 800 number each time to speak to representative. Then after a headache getting to the venue, they lied on the pick up time — when you are upset because they don’t hold up their end of the contract, they don’t call you… i brt if you didn’t pay they would have a lot to say and would constantly call you. really do not book with them– find any other company

Worst experience ever! I reserved 2 busses for my wedding. Was told $ 1600 and a week later I get a call from their «project manager» Ashley Simms that says «we have to pull busses from another area. The price will increase.» I asked what it would increase to and she said it was DOUBLED. Their mistake and no way to match or help me with it. Needless to say I cancelled it. Bait and switch doesn’t work with me. And their customer service was atrocious to say the least. Book with anyone else. Pay more. Do whatever. Just don’t book with them.

Holy Crap, these folks respond over 2 ½ years later to my post and instead of saying sorry for your experience (BASIC 101 SOCIAL MEDIA by the way, again they seem to be in the stone ages) they challenge my post. Will Donna you may have voice mails almost 3 years after the fact, but you didn’t than. And if your available to listen, why did it take you sooooooooooo long to get back with me???

Like many other reviews, US Coachways a is a HUGE dissapointment and left our high school band stranded the DAY before the trip after we paid $ 10,000 in full months ago. They REFUSED to issue a refund and only until the media was contacted did they «generously» offer to refund $ 5,500. What an insult.
Buyer beware! Do NOT use this company!!!

If I could give negative Star rating I would. Our experience was awful! Please, please do not use this service. You will save money and time. The bus stopped 2 miles after loading because it was raining and the bus defrost and wipers were not functioning properly. We were taking a 1,400 mile round-​trip trip on this bus! It broke down completely within 200 miles. We waited 8 hours for a new bus to come (after the company spent several hours trying to convince us it could be repaired). Oh yeah, and the rain leaking in through windows, emergency exits, etc. Passengers and luggage and floor completely soaked. We lost $ 3,000 of hotel room expenses for our group since we did not arrive at our destination in time to sleep in a hotel. Please don’t use US Coachways!!!

Used them twice for corporate events. The first experience was ok. Just ok. Worked with a service rep who didn’t seem to care at all about getting/​keeping my business. Not very talkative about what the service/​bus included. I had to ask all the questions (i.e. is there a bathroom? is there a DVD player?)
The second time we used them, when asked specifically if the final cost quoted included «tax and EVERYTHING,» I was told «yes» only to get a bill that added 5% for administrative fees. What?! «and everything» means everything. I have a budget for my event. I don’t have 5% built in for your surprise fees.
The company ultimately waived the 5% fee, but I felt adding it in the first place was borderline unethical. And, the hassle to deal with them wasn’t worth it. They subcontract out the services anyway. I got the business card from the bus driver so I can work directly with the local company in the future and take US Coachways out of being the middleman!

Honestly do not even bother with this company. Pay the extra few dollars to go with a company that has a clue. From start to finish nothing went as planned. Customer service is all but a lost art in todays world but this company takes that to a new low. This Joe character is the ring leader of idiots who work there and getting him to respond to an email or voicemail is IMPOSSIBLE.
I’m waiting for a refund that was requested over a month ago. If they do not pay what is owed back to me I will persue this in a legal manner. Maybe get this company shut down for good… fingers crossed.

This company takes the cake. The New York Times wrote about U.S. Coachways on it’s article on fake consumer reviews published on September 22, 2013. They concluded that rather than fix the problems that the numerous one star reviewers complained about, they decided to have their employees write false, high star reviews. The state of New York got wind of What the CEO, Edward Telemany was up to. The Times wrote:
«His response was not to fix the problems that customers were citing, like buses never showing up, but to begin a full-​fledged effort to get fake reviews. Mr. Telmany hired freelance writers, mandated that his employees write favorable reviews and even pitched in himself. He posted a five-​star review on Unilocal that began, „US Coachways does a great job!“
Neither Mr. Telmany nor a spokesman for US Coachways could be reached for comment on Sunday. The company agreed to pay $ 75,000 in fines and stop writing fake reviews.»
EZ John

1) The bus showed up over an hour late. Myself and others had to call the dispatch, and then the actual driver numerous times in order to understand what was going on. When we boarded the bus, the driver said he was late because he didn’t understand where he was supposed to pick us up, even though we provided a full address. When I told him we provided a full address, he said he needed the cross streets. If the company would have told me cross streets were needed, I would have provided them.
2) Upon boarding the bus, the driver began driving with absolutely no idea as to where we were going. I had to inform him we were going to New Jersey, then Delaware. He had no directions. Since the bus had no electrical outlets, EVERY SINGLE PASSENGER ON THE BUS HAD THEIR PHONES DIE, because we had to access GPS mapping on our devices. Why was the driver not equipped with a GPS device? I paid over $ 1000 for this trip, and yet basic needs were not addressed.
3) The time specified on the itinerary for a New York City pickup was 5:00am, we were picked up around 6:15am. The pick-​up in Bloomfield was at 7am rather than 5:45am. The drop-​off in Bloomfield was 3:30pm, and the drop off in New York City was 6:45pm rather than the ETA of 5pm. This bus was not driven in a timely manner, and it was incredibly stressful to every single passenger aboard the bus wondering how they were going to get home with no way of tracking directions or figuring out where they were. This is a form of recklessness to passengers with special needs who did not pack enough medication for such a lengthy trip as well as incompetence of the bus company to give give adequate tools to bus drivers to make a timely journey.
4) When we were providing the driver with directions, he would not listen to us, and continue to drive in circles. He would not inform us when he was lost, even though it was very obvious we were not going in the right direction. This added unnecessary stress to people who have PAID FOR A SERVICE.
5) We had to ask to be dropped off at Penn Station (34^th St. and 8^th Ave) because the driver could not navigate traffic, and we could not trust a safe and speedy route to Union Square. 2 passengers on the bus missed their flights not because of traffic, but because of your company’s inability to do what we paid it to do.
6)The driver had no concept of the bus’s dimensions, we scraped on the bottoms of bridges and I’m sure if you do an inspection of the bus, you will see damage to the top of it. Please tell me how safe YOU would feel if your bus scraped against the bottom of a bridge, on top of all the problems the trip has had.

I had three reservations for my wedding. The first bus for my rehearsal dinner showed up with a strip club poster on the side of it. The second set of buses showed up the next day late. The two limo’s showed up as one party bus with a stripper pole in it. No phone call letting me know of the change and caused major confusion. Finally, after everything the stripper pole bus ended LEAVING MY GUESTS and everyone had to take cabs to the reception. They even left us with items still on the bus. I have called and called and called and am still waiting to speak to someone to get a refund. They tried telling me the stripper pole bus was a greater value to me. Why would a wedding party want to be put together into one party bus into of two limo’s?
In short, terrible company. Bad customer service but most importantly UNRELIABLE!!!

US Coachways screwed me as well! I sent in a reservation noting that their terms and conditions clearly state that «No reservation is final until a final confirmation received.» I didnt receive the request for the final confirmation for four days, yet the charged me the full amount, greater than what I agreed too, prior to the confirmation!!!
Customer service is skirting around me speaking to someone that actually has power at the company. They are making me pay a $ 100 «cancellation» fee for something I never booked!!!
Stay away from US Coachways!

I’m trying to work with this company to rent a bus for our wedding guests and their customer service is absolutely atrocious. It takes multiple business days and emails to get any response. They charged us more than double what our deposit was supposed to be. If this goes on for another week or two, we will have to pay $ 100 to get out of our contract and start over with a new bus company.
Don’t bother. Way more stress than it’s worth!