Sylvana Sent on 08/10/2021

5 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

Very prompt, professional, and flexible

Please note - I didn't actually end up using them for my wedding day as we ended up scaling back significantly due to Covid. That being said, I had multiple interactions with them by phone and email. Every single email and call was responded to promptly and professionally. They usually answered within hours, longest was 24 hours. I had to cancel and they refunded my money. It did take quite a while to receive it but they always answered my emails or calls quickly with an update. Based off of their professionalism and flexibility, I would definitely recommend!

Morgan Sent on 10/21/2020

5 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

Reliable!!!

Very reliable and responsive. The bus arrived on time and departed on time. Very, very reliable.

Nancy Sent on 12/13/2018

5 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

US Coachways, Winter Park, FL

We rented a bus to shuttle the groomsmen and bridesmaids back and forth between the wedding ceremony and reception venue in Winter Park, FL. The bus was very clean, actually brand new, and on time. The driver was polite, friendly and very accommodating. We had him shuttle back and forth numerous times and also sit in parking lots waiting for different groups on occasion. He looked out for the bride and groom and all passengers. He played celebratory music in the bus, which made it a lot of fun! Thank you for taking such good care of us!

Nicole Sent on 11/11/2009

5 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

Good service

Allen Sent on 07/25/2008

5 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

Booked them for transportation of guest 4 days before the event. The original transport fell through. Very quick to respond. Great service...the guest were happy. Very prompt...they made a 1.5hr trip pleasant for the guests. Highly recomended. Since it was last minute I cant really judge the price accuratly. They were a bit more expensive than my original vendor but that would be expected due to the timeline.

Catherine Sent on 11/09/2021

4.8 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
4 out of 5 rating
Flexibility
5 out of 5 rating

Responsive and very nice driver!

Both of the shuttles for our Golden, CO wedding showed up on time! We were really worried about the guest shuttle because we had originally contracted that service with another vendor, and when we heard that that other company was leaving guests stranded, we immediately switched the shuttle service over to US Coachways. Michele was incredibly helpful and responsive. Our driver for the Bridal Party Shuttle on the day of the wedding was AMAZING! He was so nice and pulled off a difficult turn on a small road. Would highly recommend!

Kathryn Sent on 11/03/2015

4.8 out of 5 rating

Quality of service
4.5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
4.5 out of 5 rating

I have read the negative reviews from other users, and had a very positive experience with this company. Perhaps it depends on the part of the country? I am located in Fairfield County, CT. I booked a mini-coach bus (24 person) to pick up my husband and the groomsmen at his house, drop them at the church, pick up me (the bride) and bridesmaids at my house, stop for pictures on the way to church, wait at church during the ceremony, stop for pictures after the ceremony, and take the whole bridal party to the reception. We also chartered a 60 person coach bus to make two trips from the hotel with our guests to the reception/cocktail hour, and make two trips from the reception back to the hotel. We booked about a year before the wedding, and the consultant was wonderful and took time to go through all of the options and help us save money. I was able to login to a website and view all of our charter quotes, and manually added all of our itinerary addresses and stops for each vehicle. They took a deposit, and did explain that it only included a 5% gratuity for the driver. We chose to bring tip envelopes for them to bring it up to the normal 18%. The staff answered every question I had in a timely manner through the phone or e-mail, and I could always login to the site to request changes. They sent text messages when my itinerary was confirmed by the company as well as dispatch information for the day of the event. The drivers arrived on time and had GPS systems with all of our itinerary stops and addresses. They were pleasant, professional, and courteous. On the way home, the coach bus did have some trouble with windows fogging and the defrost not working quickly enough, but the driver did a great job navigating the dark and windy roads and getting us to our destination safely. Professional company from my experience that did everything we asked, as expected. My guests were happy they didn't have to drive, and we got to each stop on time with no issues.

Jenny Sent on 09/11/2009

4.8 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
4 out of 5 rating
Flexibility
5 out of 5 rating

I found their website online and was a little nervous that the company was nation wide, but book a party bus with them anyways. I kept emailing this guy to send me pictures of the limo, just to make sure I didn't just reserves a dirty, old school limo bus, he assured me that all their vehicles were nice, new, and clean. Thankfully when it came the limo bus was awesome, it fit our entire wedding party, and immediate families (32 people), it was one of the most fun parts of our wedding and it was so easy to book online. We also booked a town car to take us to our hotel at the end of the night through them and the same guy who drove our limo bus came back later with a town car for just us, he was very nice and very professional.

Trudy Sent on 08/02/2010

4.7 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
4.5 out of 5 rating
Professionalism
5 out of 5 rating
Value
4.5 out of 5 rating
Flexibility
4.5 out of 5 rating

had my wedding in june and let me say that the experience i had booking my wedding limo and also shuttle service from US Coachways was beyond dream-like! soooo helpful. trust me, i wasn't in the right frame of mind when i spoke to this girl, Sally. but she was calm and helpful, understanding and accomodating towards my demands (bad mood and all). i think she meditated while talking to me. i have profound respect for this girl now. :)

Dawn Sent on 11/28/2018

4.6 out of 5 rating

Quality of service
4 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
5 out of 5 rating
Value
4 out of 5 rating
Flexibility
5 out of 5 rating

Professional bus company

I booked US Coachways for our wedding in Stokesdale, NC. I believe they use other bus companies in the area and work as an overhead. I initially had some issues trying to get into contact with them to make some changes after booking, but everything worked out and they were on time to take our guests in a chartered bus to our venue, and back. The cost was not bad, but the bus was a little older than I expected based on pictures on their site. It was clean and got the job done, though. I would recommend, just know it's not JUST like the pictures.

Donald Sent on 08/14/2012

4.6 out of 5 rating

Quality of service
4.5 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
4.5 out of 5 rating
Value
5 out of 5 rating
Flexibility
5 out of 5 rating

gary, the person we dealt with, was flawlessly professional in every aspect. handled our wedding limo and guest shuttle services seamlessly. the limo was grand and the shuttle bus amazing, beyond our expectations.

Megan Sent on 08/08/2010

4.4 out of 5 rating

Quality of service
4.5 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
4.5 out of 5 rating
Value
4 out of 5 rating
Flexibility
4 out of 5 rating

I was a little worried, initially, but my friend, Connie, told me that she used them before and that it was superb or something so, i thought, why not? My friend doesn't have a reason to lie to me or mislead me. Being a bit of a perfectionist, I worried nonetheless.

However, I wish that I didn't worry so much before because the wedding limo and shuttle bus for my wedding guests were excellent. The bus didn't have wheels at falling-off point, the bus driver was wonderfully friendly and professional in the way that he dealt with us and was on time.

The wedding limo was GLAMOROUS! So, yes, the experience was a good one. The quality was absolutely there :)

Ileen Sent on 09/23/2010

4.2 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
3.5 out of 5 rating
Professionalism
4 out of 5 rating
Value
4.5 out of 5 rating
Flexibility
4 out of 5 rating

first time we hired a bus for a bachelorette party as a present from my husband. he just told us to get on the bus and have lots of fun! and boy, did we? i don't remember much of everything but the bus was surely heaven-sent.

and yes, i went on to use their wedding limo and a shuttle bus for the wedding guests. they all appreciated the nice buses

Vernon Sent on 06/28/2010

4.2 out of 5 rating

Quality of service
4 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
5 out of 5 rating
Value
5 out of 5 rating
Flexibility
3 out of 5 rating

my cousin recommended them and am happy that everything worked out great. the bus was clean, comfortable and extremely cost-effective :-)

Lauren Sent on 09/06/2011

4.1 out of 5 rating

Quality of service
4 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
3.5 out of 5 rating
Value
4.5 out of 5 rating
Flexibility
4.5 out of 5 rating

We booked a large bus to transport out-of-town guests on our wedding day. The booking agent was very responsive and helpful. The bus was clean and on time, and all went smoothly. The only glitch came at the end of the evening, when the driver had fallen asleep and wasn't answering his phone. It was raining and we weren't quite sure where he had parked, but an uncle quickly found the bus and knocked on the door to wake the driver! Just a bit of excitement, but overall, a good experience.

Peter Sent on 08/24/2010

4.1 out of 5 rating

Quality of service
4.5 out of 5 rating
Average response time
3.5 out of 5 rating
Professionalism
4.5 out of 5 rating
Value
4.5 out of 5 rating
Flexibility
3.5 out of 5 rating

Used their bus and wedding limo and it was great. Would recommend them as they have a wide network of centers all around the country so, it is pretty much a one-stop shop for transportation.

Jane Sent on 11/27/2011

4 out of 5 rating

Quality of service
4 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
4 out of 5 rating
Value
5 out of 5 rating
Flexibility
3 out of 5 rating

Dear future brides!

We used this company to get our guests from the hotel to the church and then reception, and back again. When discussing the trip, we found out they do limousines as well. We were able to get a few xtra dollars off all by ordering both from one company so that was kinda neat.

Otherwise, they did a good job with everything on time. The driver John was very nice to our guests.

Hank Sent on 06/21/2010

4 out of 5 rating

Quality of service
3.5 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
4 out of 5 rating
Value
4.5 out of 5 rating
Flexibility
4 out of 5 rating

working with US Coachways for my wedding was incredible. this girl on the phone was super-friendly and even when my wife took over the communication, she was flawlessly helpful. the wedding limo was luxurious (as per website images). i would recommend their services to people that I know :-)

Lotus Sent on 10/19/2010

3.9 out of 5 rating

Quality of service
4.5 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
4 out of 5 rating
Value
3 out of 5 rating
Flexibility
4 out of 5 rating

my company uses US Coachways for our transport needs whenever we have a corporate event and road shows...A LOT. and i have always been quite impressed with their staff. so, naturally, i used them for my wedding.

the record continues to be clean...on the dot, comprehensive fleet of limos and buses and professional all the way!

Maryse Sent on 08/21/2018

3.7 out of 5 rating

Quality of service
4 out of 5 rating
Average response time
2.5 out of 5 rating
Professionalism
4 out of 5 rating
Value
4 out of 5 rating
Flexibility
4 out of 5 rating

I recently booked US Coachways for a trip (From Manhattan to Southampton and back again after a sit and wait of 4 hours) because they were the most responsive and most reasonably priced when I quoted a bunch of different companies in New York. After making the booking, there were a few little things that caused me some concern (I was struggling to get on to my rep, the itinerary was slightly wrong and I was bugging them to fix it) so I started to search for reviews about them and I started to FREAK OUT. Wedding Wire reviews in particular made me pretty much panic and have a mental break down. I basically assumed the company was completely dodgy and going to scam me, or the bus was going to break down, or just not turn u - based on the reviews here.

I proceeded to borderline harass the company the Saturday before my event - they don't really have customer service over the weekend and my rep was out but eventually I got on to someone through dispatch and a lovely lady called Salee spent about an hour and half reassuring me everything was good to go. The next day, I had an email to confirm the bus was on it's way, a personal phone call from dispatch and the driver could not have been more professional or polite. Plus the bus was really nice, much nicer than I was expecting.

I don't know why they seem to get it wrong so many other times and it seriously concerned me after booking but I will say that my day of experience was close to perfect.

Maggie Sent on 10/27/2022

3.4 out of 5 rating

Quality of service
5 out of 5 rating
Average response time
3 out of 5 rating
Professionalism
3 out of 5 rating
Value
4 out of 5 rating
Flexibility
2 out of 5 rating

Amazing shuttle drivers, corporate was so-so

We hired US coachways for our wedding and to be honest, planning with them was so-so, but the execution was great in the end. They sent us a standard contract with timings for the bus to go back and forth between the hotel and the venue. Standard stuff. Our wedding planner mentioned that most bus companies are flexible with timings, and they'll gauge trips at the end of the night based on how tired guests are looking. When we tried to set up such an arrangement, our point of contact was adamant that they had to stick to a hard schedule and there was no flexibility in when they would make those trips. HOWEVER, the bus drivers were so nice and accommodating and willing to be as flexible as we needed. They were prompt, shuttles were clean and had bathrooms, and they even helped some guests that drank too much and were stumbling. Don't understand how there's so much of a disconnect between the amazing drivers and corporate.

Sarah Sent on 06/14/2013

3.2 out of 5 rating

Quality of service
2 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
2 out of 5 rating
Value
3 out of 5 rating
Flexibility
4 out of 5 rating

I would never book with US coachways again. The driver was very rude to my guests and got lost three times on the way to the wedding ceremony arriving only as the ceremony started.

Vane Sent on 07/14/2008

3.2 out of 5 rating

Quality of service
3 out of 5 rating
Average response time
3 out of 5 rating
Professionalism
3 out of 5 rating
Value
4 out of 5 rating
Flexibility
3 out of 5 rating

The buses were nice, but at the end of the night, people were left waiting on the bus for a good 20 minutes with no driver in sight, and another bus just left without people. Not exactly the kind of service we were looking for.

Jill Sent on 01/01/2013

2.6 out of 5 rating

Quality of service
3 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
3 out of 5 rating
Value
4 out of 5 rating
Flexibility
2 out of 5 rating

We used U.S. Coachways to rent a 56 passenger bus to transport our guests from the hotel to the reception. We chose this vendor because they had the best price, but the service was mediocre. I had to negotiate a lot on the contract as I wasn't OK with the terms and the person I worked with wasn't terribly responsive. I ended up just making the changes I wanted in the contract and they signed off on it. Then, I was supposed to pay a 30% deposit up front and then the rest 30 days before the wedding. They charged me the full amount up front without telling me and then they actually over charged me with an admin fee that was negotiated out of the contract. It took 2 months for them to refund me the amount that they over charged and about 10 emails back and forth. In general responsiveness wasn't great. They only confirmed with my wedding planner less than 24 hours before the wedding despite several calls from her.

The service the day of the wedding was largely fine until the end of the night. The bus was clean and our guests were happy with it. At the end of the night, we had more guests stay until the very end of the wedding than we expected so when what was supposed to be the last bus came, about 15 people couldn't get on the bus. My wedding planner was working with the driver and he was pretty rude to her about coming back for an extra trip. My husband and I had left at this point but would have paid extra to make sure all of our guests got back. The driver also wasn't very helpful in making an extra stop at a bar for the after party, even though it was in the contract. I realize that we were asking the driver to do something that he wasn't paid to do, but he could have been more helpful to work out a mutually agreeable solution. He ended up coming back for an extra trip, but by that point, most of the guests who were left took a cab back to the hotel. This company is reasonable, but just be extra clear about expectations up front.

Jalanda Sent on 09/23/2009

2.2 out of 5 rating

Quality of service
2 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
2 out of 5 rating
Value
3 out of 5 rating
Flexibility
3 out of 5 rating

The bus drivers just simply did not know where they were going, which is ridiculous becasue isn't that their sole job? And with GPS and google maps, how could you not figure it out! Luckly i gave all the transports twice the amount of time it took to get where they needed to go. It's a little worrying to know that your guests who are unfamiliar with where they are, are on a bus with i driver who knows no different. The one time i had to ride on one of the bus transports (we had many) i immediately was like "where are you going?!" my brother had to sit in the front and give him directions from his phone. Why can't these companies get GPS's?! i have one and it's not even part of my job! Oh, and calling the office to talk to someone about your contract? FORGET IT! everytime i'd call they put me on hold and then i could hear them hang up on me. And i went through like 3 supervisor changes...it took them a week to "work on" a change in my contract...with me calling every other day the check in on them...i mean at the end of the day, everyone got were they needed to go, but i just didn't like the stress in between...

Benjamin Sent on 09/17/2021

1.8 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
5 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Unreliable.

My wedding is in one week and I now do not have a shuttle for my guests from the hotel to the venue.
We booked a bus months ago with US Coachways. Gave them the addresses they had no problem. They took our money. Which ended up being more than their estimate.
Months go by. Then they contact us 10days before my wedding saying the bus cannot make the route. The driver didn’t drive the route. The driver looked at a map and told us it wasn’t possible.
They have no fix for us. There aren’t any other buses available 10 days out. All booked.
This problem should have been addressed months ago before they took my money. They are supposed to refund my money, but that doesn’t get me a shuttle for my wedding guests in a week.
Highly unprofessional.

Susan Sent on 11/12/2008

1.8 out of 5 rating

Quality of service
0 out of 5 rating
Average response time
4 out of 5 rating
Professionalism
3 out of 5 rating
Value
0 out of 5 rating
Flexibility
2 out of 5 rating

We were so excited to have a shuttle company available to us to provide transportation to our guests on our wedding day. Since our ceremony & reception were quite a distance from the hotel, we needed a save way to get them there. We found USC after many searches on the internet and likes that they were a national business and had the best rates. HOWEVER, when it came to wedding day, unfortunately the SHUTTLE was the one disaster of the day. The driver was on time picking the guests up, but proceeded to drive a different route to the wedding than what we had recommended. The drive that should have taken 30 minutes took an hour & 10 minutes! Not only were my guests irritated and worried that they'd miss the wedding, but they were uncomfortable because the bathroom on the bus had not been cleaned properly and stunk up the whole trip! My Grandmother and Godmother were 2 of the passengers and were VERY upset that they missed getting their corsages and pictures taken before the wedding because of how late they were. In fact, the bus driver refused any help from the passengers that knew where to go...AND the wedding was held up by 15 minutes waiting for the large group to arrive. After many attempts to get some of our money back from a company that only performed HALF of what was promised and left our guests very upset...we sadly only received about 15% of our money back (which was probably the driver's tip!). We do not feel that this is a good company to use...it's a big gamble for such an important part of your wedding and it's a large amount of money to be wasting as well!

Mayur Sent on 11/09/2020

1.4 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
2 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
2 out of 5 rating

Please choose someone else! Scam Company!

I reserved two buses for an event in May 2020 but had to cancel the reservation due to COVID-19 outbreak/lockdown in March 2020. The company updated its "Worry Free Cancel Policy from US Coachways" policy after the lockdown so I requested a full refund of my partial charge. The rep said that I will have to wait 120-150 days for a full refund so I waited. It has now been 8 months (writing this in Nov 2020) since my request and I'm still waiting on my refund. The sales rep keeps saying they are experiencing "high volumes" of cancellations. This is such an unprofessional and a scam company when it comes to giving funds back to the customer.

+2 photos

Sam Sent on 12/26/2025

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Worst Company Ever

They cancel at the last minute and don't even pay back the money they stole—total Scam. DON'T USE THEM.

Jacob Sent on 10/01/2024

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Do not book

One of the two buses I booked showed up late. It doesn’t seem like the company has any interest in satisfying their customers expectations or providing a positive customer experience, so if at all possible, book with another vendor.

Steven Sent on 10/26/2023

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

The worst consumer experience I have had in my entire life.

I gave one star because it does not allow zero. I am not one to write reviews, but I must warn everyone on this site to stay away from this company. I rented a 20 person bus on October 15th. The bus was supposed to arrive at 1:15PM. At 1:30 I called their dispatcher and they told me they were 5 minutes away. At 1:45 I called their dispatcher and they told me the driver was now stuck in traffic and was 20 minutes away. They gave me the street and town where the driver was supposedly stuck, but I checked google maps and there was no traffic there. In any event, I waited until 2:10 and called their dispatcher again. I was told that the driver was now 25 minutes away! I asked them how could this be, especially when I see no traffic in that area and they said that is all they know. I called at 2:40 and then I was told that the driver is lost, he does not speak English well and that they will be sending a new bus that will arrive at 3:40. I told them to cancel the bus and we immediately called three uberXL and crammed into the vehicles. We were going to a NY Jets football game. We had a series of pre-game festivities that we were going to for the kids. We missed all of them and arrived well late to the game. I was shocked by how this company treated me. Each time I called I was put on on hold for 10 minutes. Each time I was told they were coming, they had no idea what was happening. And, when they cancelled and ordered a new bus, they acted as though it was no big deal. I am writing this because they ruined our bday celebration and I don't want anyone else to experience this. Please move on to another company. Check their references and don't be swayed by the salespeople who sound great, but throw their hands up when things go poorly. I hope I helped you avoid this problem.

Susan Sent on 08/03/2023

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Do Not Use!

This is a broker not a bus company. They stranded 55 kids less than an hour before their prom and two months later still no refund. DO NOT USE THEM

Chalianna Sent on 04/10/2023

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Horrible Service

Horrible service. Requested 3 days of shuttle service from one hotel to another hotel. I communicated the shuttle instructions (locations and hours of shuttle service) with the sales prep, Michelle Garzone.
Once event came, my attendees were waiting for a long time for shuttle. Once I finally got a hold of the driver, he didn’t seem to realize he needed to be looping from both locations. After this, I thought we were clear on expectations.
The following day, same thing happened so I called the dispatch multiple times letting them know the issues. Many of my attendees were already taking Uber/Lyft since the shuttle was nowhere in site. The shuttle finally arrived 1 hour later. When I connected with the driver, I explained to him again the shuttle service needed between the 2 hotels and the hours when he should be looping. I also let him know the break times. He nodded that he understood. The dispatch also confirmed that they explained to him he should be shuttling from both hotels and the hours.
Later in the afternoon, I received a call from the dispatch saying the driver drove the entire time between the 2 locations, didn’t take breaks and can no longer shuttle for the rest of the contracted time.
Overall, this driver was competent and didn’t understand the service he needed to provide. The dispatch wasn’t able to communicate our needs clearly. This was a total waste of time and funding as my attendees got no shuttle service and ended up paying for Uber/Lyfts. The company does not want to provide any form of refund. I would never use this company again.

Valerie Sent on 06/08/2022

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Don’t do it

If I could give zero stars I would. DO NOT use US Coachways!! We booked a shuttle bus to transport guests to and from the hotel to our wedding venue (most of our guests traveled from out of state so we needed something large to accommodate everyone). Everything was booked over 6 months in advance and paid in full, however 1 week before our wedding I received an e-mail saying that our reservation was cancelled because of “mechanical issues.” The e-mail said they tried to reach us by phone, however not me or my fiancé received any calls. When we called them we were told that the bus assigned to our trip broke down and would not be fixed in time for our reservation. They had no other buses available and basically said sorry but we were out of luck. My fiancé and I spent 5 hours calling over 25 other bus companies to try and book another shuttle, but everywhere in our state was booked (apparently we were getting married on the same night as a bunch of proms in our area). I eventually found a family owned company out of state that we were able to book. When we spoke with other companies though, MULTIPLE people told us that US Coachways does this all the time- they said that some couples have been cancelled on THE DAY BEFORE their wedding. At least we had a weeks notice. On top of all of that, the day they cancelled we were told they were issuing us a refund right away, however 6 days later (the day before our wedding) we had to reach out again to ask for our money back (around $1500) as we still had still not received a refund. Definitely not what we wanted to deal with the week of our wedding. For your peace of mind and sanity, find another company!! Don’t take the risk of being cancelled on like us and many other couples.

Tracy Sent on 11/12/2021

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
1 out of 5 rating
Professionalism
1 out of 5 rating
Value
1 out of 5 rating
Flexibility
1 out of 5 rating

Breached Contract on Eve of Wedding -- DO NOT USE

DO NOT USE!!!! We contracted for coach services with this vendor for our daughter's wedding. We paid for the services in full and received confirmation by phone 10 days prior to the wedding that everything was set. Then, eight days before the wedding, we received an email stating that they would not honor their contract at the quoted price but could arrange services at nearly double the price. When we refused to pay the additional amount and complained, they refused to continue communications in writing. They refused to respond regarding their breach of contract and refused to pay damages related to the cost of acquiring alternative services. Do not believe their quoted prices. They are not reputable and cannot be trusted to honor a deal made.

Jean Sent on 11/01/2021

1 out of 5 rating

Quality of service
1 out of 5 rating
Average response time
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They cancelled buses less than 24 hours before wedding

Company called and cancelled 2 coach buses less than 24 hours before wedding which we booked 8+ months in advanced and paid in full. They did not try to assist in resolving the problem, other options, other companies to contact etc just said we need to cancel your buses and left us stressed and scrambling to try to get guest to wedding venue. Other transportation companies we called late the night before and on wedding day we’re trying to assist us and give us other companies and options but the company we paid over $2,000 just said sorry buses cancelled with no assistance. Such incredible poor service and stressful event to occur on wedding night eve- please book with a different company for peace of mind even if this one is a little cheaper- not worth ruining your wedding

R M Sent on 09/30/2021

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Canceled our bus less than 16 hrs. before event.

We did not hire them for a wedding but posted here to warn any brides and grooms. We had a charter for over 50 people booked for Friday morning. The plan was for all of our very important clients to board the bus and head out around 9:00am. Instead, we received an EMAIL at approximately 4:30pm on Thursday, THE DAY BEFORE WE WERE SUPPOSED TO LEAVE, stating that the bus was canceled and we would be getting a refund. No explanation of any kind was given. Our trip coordinator called a number of her contacts at US Coachways and left messages requesting a call back ASAP. Nobody called her. She resorted to going online and doing an online chat with one of their agents. She again was given no explanation. To top it all off, the chat was finalized with their agent requesting that we consider them for any future travel needs. Seriously? It doesn’t get much more unprofessional than canceling a charter approx. 16 hours before the trip is to start. Our trip coordinator ended up frantically calling multiple other charter companies only to be told that there was no availability. Things were looking very bad up until Great Lakes Motorcoach called her back, said they moved some things around and found a last minute driver. THAT’S professionalism. THAT’S going above and beyond. Needless to say, our many, many client trips will NEVER be taken on a US Coachways bus. Thank goodness for GREAT LAKES MOTORCOACH, a truly outstanding company.

Mitch Sent on 07/26/2021

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Cancelled my shuttles ONE MONTH before my wedding!

I would give them negative stars if I possible could. Cancelled my wedding shuttles LESS THAN A MONTH before my wedding with ZERO apology.

My booking experience was extremely negative, but I went with them anyway because they had the cheapest rate. Take it from me, IT IS NOT WORTH IT!

I tried to get them on the phone and get an explanation and they wouldn't answer the phone. All I got was an email saying my shuttle was cancelled. No apology. Their explanation - "our local carrier is unavailable"......okay, I booked almost a year ago? They DON'T CARE ABOUT CUSTOMERS AT ALL!

PLEASE SAVE YOURSELF AND AVOID AT ALL COST!!!!

Thomas Sent on 06/21/2021

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They Left the Bride, Groom, and Families Stranded

If I could give 0 stars I would. I could easily go on to leave a lengthy review about why you shouldn't hire this company, but all I really need to say is that an absolutely amazing wedding ended with THE BRIDE, GROOM, AND THEIR FAMILY STRANDED WITH NO RIDE BACK TO THEIR HOTEL. Seriously, the shuttle decided to call it an early night for no reason at all. Just left the two most important people (plus a couple dozen more) on a farm 15 miles from their hotel in an area where Uber/Lyft don't exist rather than finishing the job they were hired to do. If the venue staff weren't so sweet (they teamed up to drive people home in their personal cars) everyone there would have had to either sleep in the barn or hitch hike to the hotel. So for those of you looking for a shuttle service, look somewhere else. For those of you who have already booked these guys for an upcoming wedding, consider ordering a few tents from Amazon just in case - you may find yourself stranded and need a place to camp for the night.

Josephine Sent on 06/21/2021

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Do not use this company

Do not use this company. I booked them for my wedding and it was the worst decision I made. They failed at their ONE JOB of transporting people to/from the wedding and hotel leaving me, my new husband and dozens of guests stranded.

We were at a remote venue where there were no Ubers, so we booked shuttles for our guests to get to and from the hotel. When the wedding ended, the shuttle came and picked up about 75% of the guests. It was clearly stated in our contract that the shuttle was then supposed to drop off the first group at the hotel, come back to the venue, and pick up the rest of the guests. But it never actually did. We (bride, groom, some elderly - about 25 people total) were stranded at the venue for TWO HOURS trying to call the customer support line to get a hold of the driver to come back to get us. We were told they “did not have any available shuttles” even though we pre-paid for one. The customer support people were non apologetic and entirely unhelpful, with no care to get the issue sorted. Eventually we were told they found a shuttle but it was 40 minutes away AND that we would have to pay an additional $200 for it. Of course, we were not going to give this company any more of our money, I would rather walk the 16 miles to the hotel while carrying my grandmother on my back. Eventually, the staff of our venue knew there was no hope so they kindly had to drive us to the hotel in their personal cars.

The worst part is, we tipped the driver in good faith after he made his first trip so we would be sure not to forget to do so after. He took his tip and just bailed after that. I hope that the driver got a ticket on his way home so he doesn’t get to use his tip money that he does not deserve.

Please, do not book this service.

Nesli Sent on 11/22/2020

1 out of 5 rating

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Horrible experience!

Horrible experience. I first booked on 11/4 and had to wait 7 days to receive an updated invoice since the first amount was sent incorrectly. With that much time, my fiancé and I decided we needed a larger bus as we were still figuring out our attendee list for our wedding. I sent over the updated numbers, and had to keep calling and emailing multiple times to finally get an answer. I still had not received an updated invoice until 11/17 when I told them that we booked with another more reliable and professional company. Now they are making me pay $100 for a cancellation fee for a trip that wasn’t even fully booked! Customer service is all around HORRIBLE, it’s hard to get a response from anyone and they are extremely unreliable. Now I’m being threatened with legal action. It’s COVID - money is tight enough as it is and everything is unknown. Completely unjust for USC to make me pay for a cancellation fee during a time of so much unknown. The ONLY vendor that hasn’t been flexible during our wedding planning process. DO NOT BOOK

Bidur Sent on 01/29/2020

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not happy at all

they never provide details about t

Izzy Sent on 01/28/2020

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Maliciously Catastrophic

If I could give this godforsaken company 0 stars I would. Disclaimer: each driver we encountered was incredibly friendly and helpful and the problems lie with the company itself. My academic competitive team just chartered US Coachways for a recent trip to Canada. On the return trip, the bus broke down around 11 pm and when we called the company for assistance they said they weren’t sure if they’d be able to help because “it would have been easier [for them] had [we] broken down earlier.” So they then proceeded to leave us stranded on the side of a Canadian highway for over four hours. After multiple equally stressful and unhelpful conversations with US Coachways, they sent out Ubers, which we very nearly had to pay for ourselves, to take us to a Tim Hortons, where we were trapped for well over 7 hours. Eventually we received a working bus but not until a 9 hour trip had turned into a 22 hour catastrophe orchestrated by satan (otherwise known as US Coachways) himself. Do NOT charter US Coachways if you value your personal dignity, sanity or safety.

Jose Sent on 08/01/2019

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bad e irresponsible service .

Not a good company to plan your trip .

Luz O. Sent on 07/21/2019

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Left me without bus 1 1/2 day before trip!!!

IF i can give half a star or none I would!!

1 1/2 days before my scheduled trip received a call from the manager that the bus broke down and they were refunding my money. I know these situations occur but they failed to me provide me alternative- another brother bus company or options to save the trip. I explained to them that $4000 was nonrefundable from the Nordic lodge -our stop! The manager showed no compassion or concern but repeated we are refunding you the money we cannot help you! I ask to speak with a superior and was hung up on!! I was in a panic and no one would answer the phone as i tried to call back. DO NOT DO NOT USE US COACHWAY -there is no security for your group booking.

Jenna Sent on 10/28/2018

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Wedding transportation

We had booked this company to transport our guests to and from the hotel and wedding venue. They arrived to pick up the groom and groomsmen, and never came back for anyone else (including the bride!) for well lover an hour. We lost all the time to take sunset pictures and kind of had to rush through pre-ceremony pictures. We called the dispatcher and they had to let the driver (who went back to the catering hall with an empty bus) that there were about 100 other guests and the bride to pick up and bring to the venue. Then at the end of the night, he made one round trip back to the hotel and never came back for the bride and groom, who were finalizing end of the night details. Tried to get in contact with the driver and dispatcher, but both numbers went straight to voicemail. We called an Uber after about 45 minutes (rountrip from the venue to the hotel should have taken 20 minutes) and the Uber arrived just as the bus came back. It was the worst part of the day and very upsetting.

Juliet Sent on 05/05/2018

1 out of 5 rating

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This company is getting one star because it is impossible to leave zero stars. They booked our trip, took our money, sent an itinerary 24 hours before the trip, and 10 hours before departure told us they didn’t have a vehicle for us. 40 kids disappointed and 10 adults scrambling to make arrangements. Broadway workshop: forfeited. Prepaid lunch reservations: forfeited. Tickets to Broadway musical matinee: forfeited. Prepaid dinner reservations: forfeited. 50 people who have planned their entire weekend around this trip for FIVE MONTHS: completely disappointed and out hundreds of dollars each. This company is disgusting and dishonest.

Kim Sent on 10/17/2012

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DO NOT USE THIS BUS COMPANY! We had so many problems with them I don't have time to list them all. The customer service was awful, non-responsive, flippant and so unhelpful. The buses were not where they were supposed to be and were late. The last bus threatened to leave me & my groom and all of our wedding party at our wedding venue. We had to pay him extra, in cash, right then or he was going to leave us in the rain with no ride.

Every vendor we worked with throughout my whole wedding process was awesome, except this one!

Kenneth Sent on 05/03/2018

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If you are looking to hire a bus company STAY AWAY from US Coachways . They are the WORST!!!!

Jonathan Sent on 02/22/2012

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Worst company ever. They lied to us, didn't communicate and cost us 10k because we had to switch the start time of our wedding. In addition, 40+ people didn't make it to the ceremony because of them. They are just an awful company with some of the worst customer service ever.

Kayleigh Sent on 10/27/2017

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HORRIBLE EXPERIENCE. Do not trust this company. My experience with this company would have been much better if they had never even showed up. The bus driver did not speak English and did not understand what he was doing. I did not feel safe and I did not receive what I paid for. I'm still suffering the consequences at work for this.

User2130338 Sent on 05/13/2015

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This was the absolute worst experience I have ever had with a company in my entire life. First of all the bus we received had no bathroom- though we were told we would be getting one. The air conditioning was broken in 85 degree weather, and the bus was absolutely filthy. I am so glad it wasn't a bridal party renting this bus because the bride would have had black dirt all over her wedding dress from the filthy seats (BRIDES STAY AWAY FROM THIS COMPANY) We could have looked past all of this, but the worst was still to come.

Though the driver told us the bus had issues and she wasn't supposed to be driving it, the company sent her on it anyway. We were supposed to go home to Cincinnati from Lexington KY at 6pm. Everyone was ready to go, but the bus broke down. Instead of making immediate plans to get everyone home, the bus driver starts crying, leaving us to try and get ahold of US Coachways to send immediate back up. After multiple attempts, we finally got ahold of someone, who made it seem like it was our fault and told us there was nothing he could do for us...Our group started to panic and finally the customer service rep said they will get a bus ready and it will be to us in 5 hours... a group of 56 people were stranded in the middle of nowhere in the dark for 5 hours! Trying to talk to the customer service rep was a nightmare.. instead of being apologetic, he played the victim and kept saying "You are belittling me, don't raise your voice, why are you so angry?"

We were supposed to be home around 7:45 pm and we returned to Cincinnati at 1:30am. This was the worst experience I have had with any company in every way: Reliability, customer service, cleanliness, safety, etc. We felt extremely unsafe. People in our group had children to get home to and other obligations that were

Tracy Sent on 01/02/2015

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DO NOT USE US COACHWAYS.
I spoke with Elizabeth Viens about having two buses for my wedding transportation. The idea was that both buses would take the guests to the wedding, and then the buses would go one at a time to take guests back to the hotel as the guests were ready. The idea of having one bus go at a time was so that there would always be a bus ready for the guests as they came out of the reception.

1) The people at my venue said that the buses should do a dry run of the trip from the hotel to the venue because it can be tricky to navigate the area. I shared this with Elizabeth Viens, who said she would let the drivers know. NEITHER OF THE DRIVERS DID A DRY RUN – how do I know this:

a. THEY WERE 1 ½ LATE WITH ALL THE GUESTS!!

b. THE GUEST FEARED FOR THEIR LIFE WHILE ON THE BUS BECAUSE THE NARROW STREETS, WHICH COULD HAVE BEEN ADDRESSED EARLIER IF ANYONE FROM US COACHWAYS HAD BOTHERED TO DO A DRY RUN LIKE THEY WERE STRONGLY ADVISED TO DO BY THE PEOPLE AT MY VENUE.

c. THE BUSES DIDN’T ALTERNATE PICKING UP GUESTS AND DROPPING THEM OFF -- SO MANY OF THE GUESTS HAD TO GET TAXIS TO GET HOME OR THEY WERE STRANDED!!!

I HAD ARRANGED FOR TRANSPORTATION FOR MY GUESTS AND I WAS ASSURED THEY WOULD BE PICKED UP AND DROPPED OF IN A TIMELY MANNER --- I WAS LIED TO.

Vickie Sent on 07/26/2011

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User Rating: 1 out of 5 stars
by kerseyv 07/26/2011
Horrible, Horrible Experience with this company on 23 Jul 2011. Would never use them again or recommend them. No one has yet to return my calls about the shameful service provided. I basically hired 2 limos for a scavenger hunt. Things went wrong from the very beginning. First we asked for two Lincoln Continental limos and that is what we expected. Only one Lincoln was dispatched. The other limo was a Chrysler 300 (not requested). The scheduled pickup time was 1:30. The first driver arrived on the scene 20 minutes late. It also began quite apparent during the race that he was not familiar with the DC area as he appeared to have trouble maneuvering in and around the DC metro area. The other driver was 45 minutes late. Our scavenger hunt was to begin at 2:00pm. It began at 2:45 as a result of the late arrival at our destination, Old Ebbitt Grill (2:30 pm arrival). As a result, we had to cut the scavenger hunt (for which we paid $1200.00) by forty-five minutes because the time could not be made up. Both drivers stated the wrong address had been provided to them. They also stated that contact names and numbers were left off of their dispatch sheets, so they could not call us to get directions or warn us of the late arrival. Second, both limos had poor air condition circulation. Several vents in both limos did not blow out any air whatsoever (cold or hot), making the rides extremely hot and uncomfortable. Third, we asked that ice and ice buckets to be placed in each limo as we planned champagne toasts to celebrate our event. In addition, we knew temperatures were going to be hot and we wanted cold water on hand for party. There was little to no ice to chill our water which was extremely critical in the extraordinarily humid and hot weather. One driver asked us to drive him to the store to get ice. His request was totally unprofessional and demonstrated a lack of preparation. Only one limo had ice which was then shared between the two, so our drinks were not cold. I tried to call US Coachways several times on Saturday but was placed on hold, listening to several different options and pre-recordings (again extremely frustrating). We paid a total of $1380.00 for this debacle. We definitely did not get our monies worth. The service did not meet my expectations at all!! Buyers beware!!!

Kati Sent on 12/01/2010

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If I could give them zero stars I would. I rented a party bus from them for my best friends bachelorette party and spent $1400. Come to find out all they are is a brokering limo/bus company and all they do is take your information and find a local limo/bus service in your area and get them to do the service. The buses on the website are NOT theres. When we got the bus it was nasty, not like picture at all, and worst of all the stereo system didnt work!!! When I voiced my extreme disapointment to the driver he contacted the limo owner who informed me that the rental only cost $700 meaning USCOACHWAYS marked it up %100. When I tried to get a some compensation from USCOACHWAYS they told me I had to deal with the limo company even though I booked through them. I had to fight for 4 months and them eventually deny the charge on my Credit card just to get the $50 compensation I was entitled to for malfuntioning equipment. HORRIBLE HORRIBLE HORRIBLE..... NEVER BOOK THEM EVER!!!!!!! Totally unprofessional and a complete scam!!!!!!

Claire Sent on 02/28/2008

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DO NOT USE THIS COMPANY! I paid in advance for two buses, and only one came on our wedding day. It was a disaster - guests were stranded, and everyone had to crowd into the one bus that did arrive. US Coachways refused to refund my money for the bus that never came. In fact, they won't even call me back, and when I do actually get someone on the phone when I call them, they are rude and mean. Now they are lying to the Better Business Bureau by saying that two buses arrived. I have it on my wedding video that there was only one bus, along with 100 witnesses who will attest. The bottom line - they are scam artists!

Ginny Sent on 08/25/2011

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We chartered a coach bus from US Coachways to transport our daughter's wedding guests from the hotel to the venue and back again. Communication with the project manager was difficult, but I was assured that transaction was complete. The bus NEVER SHOWED UP at the hotel and we were not notified. We were left with 56 guests scrambling for rides and taxis 30 minutes before the ceremony was to begin. We managed to get everyone there and with the help of Bux-Mont Transportation of Willow Grove, PA got everyone back to the hotel. What a terrible thing to happen on your wedding day!

The reason for this inexcusable problem was that the project manager had written the wrong cell number. I sent her many emails notifying her that the number was incorrect, but she never bothered to update her files. It could have been a less traumatic event if only she had been more efficient. The company refunded my money and offered me a discount on our next charter. I don't think there will be one.

User1896621 Sent on 10/30/2014

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Be very careful my daughter and I thought we crossed our T's and dotted our I's. What a total disaster. Although the beginning plans went well, the communication etc... was professional. The day of the wedding none of the drivers (limo and bus drivers) had any detail information and had know idea what was going on. Which we were told they would have all the detailed information. They give you a contact number for the day of. Good luck with that. The dispatcher was no help! Unbelievable! It made a very stressful situation. The limo driver came to pick us up at the hotel and didn't even have our name or number. Therefore making us run late for the ceremony.

User1805874 Sent on 09/11/2014

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US Coachways has terrible business practices, extremely deceiving pricing, and has been the most expensive, frustrating, and regrettable transportation choice my company has ever made! I work for a tour company, and am not planning a wedding, but hope it's alright to warn all of you about US Coachways on this website.

An account manager at US Coachways quoted our company the price of $6,105 to charter a bus for one week. We asked her multiple times, in various phrasings, if there were any additional costs and fees. We were told that the ONLY costs in addition to this price would be lodging for the driver, gratuity, and parking costs throughout the week. Because US Coachways beat the price of a competing company, we chose their service. In numerous follow-up emails and phone calls, US Coachways assured us that we had a bus reserved at the price they had quoted us. They went so far as to tell us that there was a specific vehicle associated with our ticket.

Three days before our trip departed, we received a phone call from a sales rep we had never spoken with before informing us that we did not, in fact, have a vehicle reserved at the stated price. US Coachways could get us a vehicle for $1,585 more than what we had agreed upon, but ONLY if we decided within the next 5 minutes, because the person calling us was getting ready to go home for the night. Needless to say, we were stuck. We're trying to work with manager to get a refund of $1,585, but our most recent calls have not been returned. Do yourselves a favor and stay miles away from this company on your special day!

Sheila Sent on 06/29/2014

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This is the most unprofessional, company I have ever worked with. I am an event planner and I work with providing transportation companies daily arranging services for my clients. This company's ownership, management team and sales lack honesty and integrity. They refused to honor the contract we signed claiming they never processed the reservation even though we had proof that they received the reservation form and credit card authorization form paying in full nine months in advance of the event. When I found another bus company for them to subcontract the work to they would answer my phone calls or e-mails. On a scale of 1 - 10 they get a 0.

Michelle Sent on 11/14/2013

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Drivers did not show up. Had to be located. Got lost. Caused our wedding to be over an hour late at a venue that had very limited time. We have had a very difficult time trying to get any kind of restitution to this nightmare from "Donna " the customer service agent. Other than pennies on the $. This is a crime. Brides beware!!!

User1310055 Sent on 09/01/2013

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This is a response I wrote on a another "Reviews" website about Us Coachways.
The response is to a Us CoachWays representative(Shark Bait) who responded to complaint on this other reviewing website:

@Shark Bait:
You are not in the transportation industry. You are in the Bus Brokerage business. You do not even have any buses.
Why don't you tell your clients this? Tell them how you select the bus that will transport your clients.
Tell them that you operate a website where your network of bus companies throughout the United States pays a fee every 3 months or so($2000)months for the opportunity to bid on the trips that you post on our site. Tell them that you select the lowest bidder to do the job. Tell them that you have no idea what kind of equipment that your network of bus companies have. Tell them that you don't know how safe these buses are. Tell them that you charge the client a 15%-20% gratuity for the driver that you put in your own pocket. JUST LET THE CUSTOMER KNOW THAT YOUR MISSION IN TO TAKE THIER MONEY AND GIVE THEM NOTHING. SHAME ON YOU!

User1284616 Sent on 08/13/2013

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DO NOT HIRE... i booked them for my wedding cause they were cheap and now i know why they were cheap. Not only did they get lost on the way to the hall, making my guests show up late they showed up for one of the night trips to bring the guests back to the hotel and refused my guests. The bust instead of taking the people back to the hotel left empty. When i complained they not only didnt respond right away they refuse to admit error and refund me. They do not hold up to the contract. The contract means nothing unless you break it. Its been over a month since it happened and i am still working to resolve the issue. DO NOT HIRE. Its not worth the headache.

Colleen Sent on 04/25/2013

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We used us coachways to transport our guests from our hotel to our venue in Las Vegas Nevada. The driver was late and then got lost. He claimed they never gave him the zip code to the venue. I'm sorry but after I pay $800 for a bus to drive 20 min one way and back I expect someone to give him the correct information or at least he should know the area!! Causing our ceremony to start 45 min late! I have called over 10 times and they are beyond rude. They are trying to tell me that my guests are lying the driver claims he was on time and no one was there. 33 people are lying and your one bus driver is telling the truth?@!?! The driver claims he was at my venue and no guests were there waiting. GIANT LIE. I saw my guests waiting outside when I got in my limo 30 min earlier. If you have ever been the the MGM in Las Vegas you would know that they don't just let a coachbus park in the pick up area with no guests. They told me they are not at fault. After I was yelled at on the phone by there "head" of customer service she told me I would have to speak to her boss. That was 2 days ago. No word yet. If you have some where to be in las vegas I would suggest Presidential Limos. They drove me and my bridesmaids to my venue, while my husband and guests were on Mr. Toad's wild ride. This company is ridiculous and should be ashamed of themselves.

User1080209 Sent on 01/29/2013

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We used this company for our wedding and conveniently they forgot to show up and pick up 30 of our passengers. I disputed the charge with AMEX and they won two disputes because they were able to provide receipts and a signed contract. At no time did they provide proof of their arrival at the wedding. I had to pay for my guests cabs and have a memory of a horrible ending to a wedding because of this vendor. I am suing.

Laurie Sent on 10/24/2012

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When looking for a bus to transport our out-of-town guests to/from the hotel/reception, we went with US Coachways. The representative took our info and said we'd have a contract via email in 48 hours. After repeated calls we got the contract TWO WEEKS later. We signed it, provided our credit card, and were charged the full amount the very next day. But the experience left me uneasy.

I decided to look for reviews. (Something my husband apparently didn't do before calling to book.) The reviews were abysmal. I started calling other companies to see if I could find someone available at the last minute, even if it meant paying a cancellation fee with US Coachways.

The first company I called didn't have any availability. He felt badly since it was for a wedding. I thanked him and said I had a bus already, but saw reviews that left me a little less than confident so I was looking for other options. He said, "Can I guess who?" I said, "Sure." He said, "US Coachways?" I couldn't believe he guessed right. He then proceeded to beg me not to work with US Coachways. He said his company gets multiple calls a week from people who have been left stranded by US Coachways because the company calls to cancel on them with only a few hours notice. This man had nothing to gain by telling me this since he couldn't provide me with a bus himself, so I took him at his word.

We called US Coachways to cancel and followed it up with an email per their contract. After hounding them for weeks, it took them nearly 6 weeks to credit us back (and we incurred a finance charge on our credit card in that time).

I've since seen multiple complaints about them on multiple sites. Every last one of the "recommendations" on their own Facebook page are nothing but complaints. A recent one is a man who said that the company cancelled their bus 6 hours before their wedding. I truly feel like my husband and I dodged a bullet.

Michelle Sent on 08/23/2012

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DO NOT USE!!!! Worst company ever! They were supposed to pick up my hotel guests at 5:15. At 5:30 there was still no bus so me the bride called them and were on hold for over 20 minutes. They had no idea what was going on. After 30 minutes my friend called from her phone and they said that the bus broke down. But they weren't sure about another bus coming. So I was over a half hour late for my wedding and the whole day was rushed. A bus showed up at the end of the night for one hour of service. Then when we asked for a refund they only wanted to give 25% of the cost, as supposedly stated in the contract. We are taking them to small claims court because they never called us to let us know they were not coming. DO NOT USE THIS COMPANY! I wish I would have read these reviews before booking them. They are the worst! Rude and not understanding at all!!!!!

Jennifer Sent on 07/03/2012

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NO MATTER WHAT, DO NOT USE US COACHWAYS!!! Our trip with US Coachways was a DISASTER! I was fooled by the company's attractive website and online presence, as well as by Paul -- one fast-talking, slick sales agent. Paul said he was classifying our group up as a "VIP client" -- to ensure that we got one of their best buses and the very best service possible. What we got was a very broken down bus and a great big runaround.

Specifically:

1) The bus door was broken. When the bus arrived, we all stood outside the bus for five minutes while the driver proceeded to force/kick/pry the door open so that he could get off the bus and the passengers could get on. And we had to go through this routine each time we boarded, unboarded, and stopped at a reststop. Of course this was inconvenient. But more importantly, it was a critical safety factor! Had anything happened on the bus (an accident, a fire, etc.), we would have all been trapped inside that bus with no way out!!! This worried me the entire trip. And it's the kind of thing that could have serious legal repercussions for a bus company.

2) As soon as we got on the road, we learned there was no running water in the bathroom. So we were not able to flush the toilet or use the sink. I know that some buses have "dump toilets" that do not flush. But this was NOT a dump toilet. This was a bathroom with no running water -- in the toilet or in the sink. It was DISGUSTING!

3) We also soon discovered that the DVD player didn't work. It had a picture, but no sound. When your bus is full of small children for a 5-hour trip each way, a working DVD player is a necessity! I had a lot of unhappy children -- and thus very unhappy parents.

4) When we arrived in NYC on Saturday, I called dispatch to ask that our bus be fixed or replaced by Sunday's return trip. Karen in dispatch said she'd see what she could do, but she never got back to me. I had to track her down on Sunday, at which time she told me that the issues had been resolved (the door, the DVD player, etc.). I thus told the people in my group that the return trip was going to be fine, that all the problems on our bus had been fixed. Imagine our horror when the bus arrived and absolutely nothing was different!

5) Problems continued on the way home. On the trip up to NYC, air conditioning was not needed. However, the weather was very different for our return trip on Sunday. The bus was very hot -- but the air conditioning barely worked. Two-and-a-half hours into the trip, at our reststop in Delaware, the driver went under the bus and turned off the hot water valves. This helped a little, but not nearly enough. It was a very uncomfortable trip home and everyone was complaining -- children and adults.

6) Last, but not least ... In the price quote, Paul told us that our price included a tip for the driver. However, our driver confirmed that he receives no tips from the company. It would have been very unfair for our driver not to receive a tip for this trip, so I tipped him $100 out of my own pocket.

All of these problems would have been bad enough, but they were compounded by the fact that I had specifically spelled out our requirements for a clean, working bathroom and a working DVD player in our contract -- and I had been repeatedly reassured that we had been assigned "VIP" status which meant we were GUARANTEED to receive a bus in excellent working condition. Well, if this was VIP treatment, I'd hate to see what kind of bus their other customers get!

When I contacted the company to discuss some kind of refund, they gave me the runaround for weeks. Then they offered me a measley 5% refund and a small credit toward a future trip -- as if I'd ever use them again! BE WARNED ... AVOID THIS BUS COMPANY LIKE THE PLAGUE!!!

Jessica Sent on 06/28/2012

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Not one good thing to say about this company. Absolutely every aspect of dealing with them was a misery. The customer service was surly and overworked, I was supposed to have a project manager to oversee my account and to be a point of contact but each time I called I was told my project manager was no longer employed there and I finally gave up trying, not feeling confident that a bus would turn up on my wedding day. When the bus did turn up the driver was extremely unfriendly and was almost unwilling to wait for my groom at the end of the night. Also, we were supposed to have a working restroom, but it was so filthy none of the guests were able to use it. Extremely unhappy and the only thing that keeps me from asking for my money back is it would mean calling them....

Christy Sent on 06/18/2012

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Do NOT USE! I booked for my destination wedding, to take guests to and from their hotels & reception venue. The bus NEVER showed!! Left more than 100 guests stranded at their hotel, the cocktail and reception had already begun with no guests there yet!

Not only did I pay for transportation (and have yet to be credited 2 mos later), I paid for a cocktail hour that was never used due to guests arriving so late. This bus costs me thousands of dollars!!!

All of this after I paid for and confirmed the bus pickup location and time on numerous occassions. When the bus didn't show up, my wedding planner contacted dispatch and was told the buses were on their way...and hours later they still never showed up. WORST COMPANY. Don't ruin your wedding by using this company!!! Pay more if you have to, in the long run it's well worth it than to be out thousands of dollars with no bus to show for it!!!

Elizabeth Sent on 09/27/2011

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Wow really wish I had read these reviews before booking! We booked a US Coachways shuttle for our wedding - they never showed and claimed it was because the shuttle broke down. But no one called to tell us that, we had to call them multiple times to get the full story (if it was even true). They didn't apologize and were extremely rude on the phone, and ultimately caused us to be late to our ceremony and miss out on time with our photographer. I will never use US Coachways for anything again ever.

Jeanne Sent on 06/29/2011

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I wish I had read these reviews before my husband and I decided to use US Coachways for our wedding transportation. I don't know where to even begin... THEY ARE TERRIBLE with the worst customer service department I've ever interacted with.

We needed to use them for two evenings over our wedding weekend. The first evening was to get all of our out-of-town guests down to our rehearsal dinner sunset cruise. The bus driver was 45 minutes late which caused us to be over an hour late for the dinner. Since the dinner was on a boat, we had to pay for it regardless of whether we were on it or not. Luckily the boat captain was fine with staying out on the water for an hour longer than we had initially booked the cruise for (but, in turn, we had to pay for the boat an hour longer).

The second evening we needed transportation was to get all of our guests from the hotel they were staying at to our wedding site. Not only did the bus NOT SHOW UP AT ALL, no one called us to let us know that it wasn't coming!! Our guests had to scramble to try to find a way to get to the wedding. Everyone was 30 mins late. The country club and our DJ were fine with extending our reception but again, it ended up costing us more money.

When my husband called US Coachways after the wedding to let them know how much their mistakes affected us, he was told someone would be in touch with him to "handle the matter". THREE WEEKS LATER, they called to let us know that they were willing to extend us a 5% refund. This came out to about $90. We added up how much the extra time on the boat, the country club and the DJ cost us and it came to just under $2500. NO ONE SHOULD HAVE TO PAY OUT OF THEIR POCKET FOR A COMPANY'S MISTAKES. Not only was US Coachways unable to recognize that they'd made a HUGE mistake, they were unwilling to provide any kind of compensation for their blunder.

PLEASE NEVER USE THIS COMPANY. They outsource their work to unreliable transportation companies and do not take responsibility for any wrong doing. We will be reporting them to the Better Business Bureau.

For all of the other brides out there who had the misfortune of working with this company, I'm sorry. :( They sure know how to put a damper on such a special day.

John Sent on 06/02/2011

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STAY AWAY THEY ARE ABSOLUTELY HORRIBLE AND UNTRUSTWORTHY DONT WALK RUN!!!!

Kristin Sent on 01/08/2011

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READ THIS FOR YOUR OWN GOOD. Where do I even start? USCoachways was the single WORST decision we ever made for our wedding day. In fact, if it wasn't for all of our other vendors doing such a great job, USCoachways would have RUINED our wedding day.

First of all, we should have known something was wrong when our Account Manager, Emma Arato, lost our signed contract three times. Secondly, we had to make multiple corrections to our contract when Emma spelled our names wrong, entered the wrong address for the driver, the wrong pick-up and drop-off times, as well as apparently not having our correct e-mail address, as she 'swore' she sent us corrected copies when we never got them.

Our Account Manager never once replied to a single e-mail or phone call, and we resorted to calling the Sales Department every time we needed to get something done. After everything was supposedly corrected, she never even sent us the final contract, and we didn't even know if they were going to show up.

As if that isn't bad enough, THEY OUTSOURCE YOUR WEDDING TO ANOTHER COMPANY, so YOU DON'T KNOW who is actually showing up, or what the company name will be on the side of the bus! The driver, who arrived an HOUR late, didn't even know WHAT WEDDING he was at the hotel for! When our guests came up to his bus and asked if he was the driver for our wedding, his reply was, "I don't know. They just tell me to come here, and I get paid." Since he parked around the other side of the hotel, and since we had told our guests to look for the US Coachways bus, a number of our guests had to drive their own cars to the wedding! The guests who took the bus were almost an hour late to the wedding.

At the end of the night, the bus driver did not feel 'comfortable' driving on the road to our reception location to pick up our guests. My husband and I had this big, beautiful trolley send-off, but then the guest bus never showed up to pick up the guests! We had to come back to the wedding, which made for a fizzled send-off for us, and the guests had to use our trolley to be shuttled to where the bus driver decided to park.

My husband went to speak to the bus driver to remind him that part of his contract was to pick up our guests to bring them back to the hotel. My husband indicated to him that he was not fulfilling his contract and what we had paid him to do. He then replied with a racist comment, "YOU WHITE PEOPLE ARE ALL THE SAME." Not only is this a comment we never wanted to hear from someone we hired, but at the end of our WEDDING DAY?!

When we finally got the guests to where the bus was, our guests told us the next day that the entire ride home, that bus driver was on his cell phone with his boss, SCREAMING OBSCENITIES, about my husband and I. Multiple guests told us this the next day, and told the driver that he should not be having that conversation in front of the wedding guests. He didn't care, and stayed on the phone the whole way back to the hotel.

Not only would I NEVER, IN A MILLION YEARS, recommend US Coachways, we are actually considering taking legal action. US Coachways is the most unprofessional, inattentive, incompetent company we have ever experienced. Your contract says, in fine print, that they 'may' outsource your wedding transportation to someone else. Rest assured, THEY WILL. You will regret even considering US Coachways for your wedding day.

John Sent on 11/04/2010

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Do Not use US Coachways! I attempted to book with this company and found them to be incompetent, and very rude. I had correct the mistakes on their contract a number of times. The communication and customer service for this company was horrible. I ended up going with a different company. I would not recommend this company to anyone.

Maura Sent on 09/08/2010

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I would not recommend U.S.coachways to anyone, especially for a wedding. They are unpredictable. My best friend used them and had luck, I however did not have luck. They were an hour late to pick me up from my house for the ceremony. I had 200 friends and family waiting in the church for an hour. In my opinion if it is part of your job to be somewhere on time, then maybe you should be there on time. We had to give the driver directions to where we were taking pictures, one of my bridesmaids had to sit up front on the way to the park and on the way to the reception hall. When I called a few days later the customer service people were very rude. I asked numerous times to talked to a supervisor and never spoke to one, even though I called to check on the status of our complaint every day for 3 weeks. For how expensive this company costs, they should be more responsive and understanding of their customers. In the end we only recieved 20% of what we paid, which doesn't even cover the time we lost in the church and an hour taken out of time for pictures as a result of the bus being an hour late.

Lisa Sent on 07/07/2008

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I booked US Coachways approximately 2 1/2 years before our wedding day with a deposit. They called me periodically to verify the reservation of the Stretch Hummer that I requested. They assured me that it was all set. Well, only 3 days before my wedding, after they received the full amount for the service, they called to tell me that the vehicle I had requested had mechanical problems. I found it hard to believe that mechanical problems couldn't be fixed in 3 day, especially in this day and age. After threatening to sue them and report them to the Better Business Bureau and the Attorney General's Office they called back to tell me they found a vehicle. Well, on my wedding day, the limo was over an hour late - I was about an hour late for the church ceremony. And to top it all they gave me a old Hummer with black at the top. It was not the vehicle they had promised. And when the driver arrived he was so upset because apparently US Coachways contracts out to this company and US Coachways did not tell them that it was a wedding. The driver said that he would have taken his nicer Hummer and had it equipped for us. There was no champagne or even ice or water. It was a total disaster and US Coachways did nothing to try to honor their agreement.