Coach USA Bus Company
Reviews and Complaints

Since, Tuesday, September 7, 2021, bus number 707 Paterson bound has not appeared at the Main Ave and Henry Street stop in Passaic on time. This bus is either 10 minutes earlier than the scheduled time of 8:03, or not at all. I purchase a monthly bus pass, and depend HIGHLY on this bus to be on schedule, as I work in a limited bus service area that is serviced only by this bus.

I have been having problems with this #24 bus ever since May. This week specifically the bud did not show up at the stop located on 1st and magnolia ave. 07206. I was there at 530pm until 715pm and a bud never came on Tuesday 8/11/21 and then the same thing today 8/12/21. On Tuesday there was torrential downpour as well as Wednesday. When I address this with the drivers to see if there is something I can do they tell me that Coach has not hired enough drivers. I just need my bus to come in a semi timely manner and if there is a reroute or road closed why is that not being posted not even on the website. I just want to be able to go to work and come home without going bankrupt with taxis. Please advise please fix this please hire enough drivers

I was on the 5:10pm out of Pt Authority to Middletown, NY yesterday evening (April.22). It was the regular driver, I believe his name is Parminteer? In any event, riders in the back of the bus were going on and 1 not wearing a mask because he was coughing. They were not too loud...I have heard worse. Drive pulled over the bus once about 7 blocks away from railroad avenue and yellow that they needed to keep their mask on and to shut up. 2 minutes later he starts driving, pulls over again, and screamed at the top of his lungs - SHUT UP SHUT UP SHUT UP SHUT UP - with his mask off. It was as if he lost his mind. He said he was going to call the cops, it was so ridiculous. He was yelling with NO MASK. Why did he have to behave that way, and why if he was going to make an issue, why wouldn't he drive to the station -- it was a few streets away. It was unacceptable. You need to talk to him. Or better yet, he needs to retire.

I rode into Port Authority Mon. 2/10 and get into the Port at 9:40 AM and I was on Bus # 13828. The Driver allowed a passenger to talk on her Cell Phone from the Middletown NY stop all the way to Port Authority, 2 hours! And ont once did the Driver say anything to the passenger. It is NOT other passengers' reponsiblity to say something to the person and, it could easily turn into an altercation. *also, this particular passenger who was on her phone the entire time was sitting in the front seat, directly behind the driver and that's the seat where the sign is posted to "... please keep your cell phone conversation brief so as to not disturb your fellow passengers.." and the passenger ignored the sign because she clearly feels she doesn't have to follow the rules that the rest of us DO follow. Also, as a passenger, we pay a substantial amount of money for the commuter passes and it is within our rights to expect a certain level of service that includes a Driver who can deal with this issue when they come up.

The lady who took us to the O'Hare airport on (12/3/2019 at 5:25am) was very rude and cursing at me because I asked her if she was shuttling to the O'Hare airport. She was very unprofessional. She wouldn't tell me her name; hopefully you can figure out who she was by the time and date. She shouldn't have this job if she's going to be rude and frustrated at customers asking a simple question.

Oct 2, 2019 (3:30 pm bus from port authority to New Brunswick bus terminal): bus number: 8909
The moment I came in the bus I asked bus driver that ac is not on. He said it will work once he will start driving. I am pregnant and I was feeling shortness of breath entire time for an hour. Passenger kept asking him to turn on the AC and he just ignored all of us. It looks like he knew the AC was not working. These buses should not be on service and it is drivers fault that he kept ignoring while everyone was suffering. I need my money back for this horrible service of coach bus driver.

Good morning,

This morning I took Coach Bus 77X from Livingston, New Jersey to New York since NJ Transit train has a delay up to 60 minutes. After I paid cash of $10, I checked my email right away from NJ transit saying private carrier will cross honor the train ticket.

I informed the drive of 77X coach bus when I left the bus and asked for refund of $10. The driver said he didn't get any notice. I said, could you please call your supervisor. He was very rude and impatient. He said, no, I need to run the bus an I am not going to call anybody to find out. I asked for bus number and his name. He said I am not going to tell you my name. Then I took picture of the bus and driver. It has the bus number and this driver's face.

I am wondering the situation like today, what is the process Coach company informs the drive to avoid the overcharge? Thank you. I am looking forward to hearing from you.

I am a monthly bus pass passenger. As of July 31st, 2019 the 707 towards Saddle Brook is not traveling down Paulison Ave in Clifton at 2:48 as scheduled. This is a "limited service area" that is not served by any other bus/company. Why is NJ Transit not taking these complaints seriously? As I see it, buss pass holders are due some money back for everyday these buses do not appear at scheduled time.

I purchased my ticket at Resorts World Casino on Sunday 06/23/2019 afternoon
for the 4:30 P.M. pickup
I paid by credit card $30.00 Bus Driver picked up the passengers made one stop at Kartrite Waterpark for passengers and one stop at Westbury Outlets.
The driver made a huge mistake leaving Monticello and turned to 17 West instead of 17 East to NYC. In turn the driver made several backup U-Turns to get on the right track highly extremely dangerous maneuvers and made the 2nd mistake going 17 West until he finally got back on track which took 30 minutes extra on this trip.
The driver did not bring the bus to the terminal and let all the passengers off on a ramp I am 70 years old and cannot ride the down escalators the driver refused to get
me to the terminal where I can get the elevator a kind passenger helped me down the stairs as the ramp did not have an elevator this was very strenuous AND DANGEROUS for me my back and legs was in excruciating pain.
I want my credit card refunded Judy Gluck [protected] exp09/20
I rode with Coach many times and never experienced this terrible unethical behavior.
PLEASE REFUND THIS CHARGE TO MY ACCOUNT

I took a bus from
Chicago ohare bus shuttle to madison dutch mill
Park and ride today on 24th mar 2019 at 2pm..when i got down at dutch mill park and ride, there was this another driver who was unloading the luggage..the initial driver or helper loaded the luggage incorrectly..so he told me i have to get down at next stop..which is so unfair because it wasn't my mistake and i have to get a cab to get back to my home..when i told him that, inspite of helping me, when i am trying to politely show my bag..he was yelling at me that i might have made a mistake or changed my mind which is NOT TRUE..why should i go through all this when I didn't make any mistake..i felt so bad..

I ride the ShortLine bus from allendale NJ to port authority. I purchased a 10 on 3/5/18 and the expiration date is 3/25. In that period there were three separate occasions where the busses were running on limited scheduling or not running at all because of weather conditions but this joke of a company has refused to refund me or accept my expired tickets. This is pure criminal and a disgrace

Some of these NJ Transit/Coach USA bus drivers are rude and dangerous that they put too many lives in dangers. It seem like every time I get online or get news alerts there is another reckless bus driver doing something inappropriate or killing innocent citizens passengers or pedestrians. I recalled how this one particular bus driver had a terrible and volatile and nasty temper on bus 709. This driver had blown pass me a few times when I flagged him to stop. I know the driver saw me because he and I had made eye contact with one another. He had an evil blanket look when he saw me along with this devilish grin. I could not understand why he will not stop for me anymore. Yes, we exchange words about I did not pay for a two way far; which was a lie. I told the driver I will not ever try to escape for paying. The drive appears to me to be under an influence on some type of substance (drugs or alcohol). The short stubby bus driver had an accent as if he was from the islands like Haiti or Jamaican. I was a passenger on bus 709 a few times.

I was shocked when I did not see the driver anymore on bus 709. A few years late I started taken bus 708 I was shocked to see this bus driver again. I said to the creator, oh hell you must do not really like me. I witness this bus driver exchange unpleasant word with a young boy about fare. The boy told the driver who you think you are cursing at; you do not know who you are messing with. The bus driver responded to the boy and said, "No you do not know who you dealing with because I will end your life and get away with it. And, still, have my job while you are die. I got away with killing a boy before and I will get away with it again because the bus company will have my back. They will take my word over yours. I get away with everything and nothing will happen to me. I am the most dangerous bus driver you do not want to deal with. When I heard him said that I shocked my head.

Most of all I was taken back when he sought brag about ending a boy's life then get away with it. Who does this? This driver is deadly to pedestrians and passenger. He should not be operating a bus. I am surprised to learn that this driver is still operating a bus. NJ Transit needs to lose their transportation business license along with Coach USA. I hope Romaine get what's coming to him. He is a sick man. Who brags about killing someone?
This man needs to be under the jail. He needs to be FIRED ASAP! The bus companies should be shamed to allow a deranged person without any interpersonal skills to deal with passengers. This job is not for him. I am glad I came across this site.

8/1/2017
I am a Coach USA/Shoreline Bus rider for the past 14 years. I take the 6:20 AM bus from Chester, NY Park and ride to Port Authority NYC. My regular bus driver is on vacation and a substitute driver has filled in since 7/31/2017. When I boarded the bus on 7/31/2017 I did not mention that I am handicapped and the bus driver did not take the bus to the gate. I asked him about going to the gate as I was handicapped and his response was "I don't go to the gate" I advised him I was handicapped and cannot walk far distances and he advised if I told him in advance he can do it. This morning, 8/1/2017, I boarded the bus at 6:20 AM and told him that I need to go to the gate, He was annoyed that I asked and said that he will not go to the gate. I could not believe it, so I called the dispatcher and he said he would speak to the driver. Once we reached NYC, Port Authority, the bus driver would not go to the gate. There is a drop off that is very dangerous that all passengers have to use, it is very narrow strip that goes down to the building and when all the buses drop off the passengers, it is so crowded and no where to walk or stand, since I have a disabled foot, my balance is off, if I get off the bus, I am afraid that I will lose my footing and fall into the oncoming bus. The driver refused to take me to the gate even though I showed him my handicapped card. I then got angry and asked for a police officer. The driver started yelling at me saying he will not go to the gate, I told him this is FXXXXX crazy, he then replies that I am causing this commotion as he is "BLACK" . That is totally untrue. I am not in the least prodigy. At that time, I saw that he was using the "BLACK CARD" to make it look like I was at fault. I then called the dispatcher and advised him that I will not leave the bus until the driver takes me to the gate. The supervisor called the driver and told him to take me to the gate which he did reluctantly. When I was leaving the bus, he told me that he would not allow me on his bus again. I am so angry as I was treated as a piece of garbage by this driver. Just because I am handicapped, I should not have to be treated this way. There is a handicapped bus spot at the front of the Port Authority which the driver rode by and did not stop. This is blatant discrimination against handicapped people. I plan to take legal action if I do not get an apology from the driver not to mention Coach USA. It is shame that our society has to use racial overtones whenever there is confrontation between different races or nationalities.

Please advise what can be done to help me and all of the other handicapped people that cannot stand up for themselves.

Rosa Schechter
[protected]@warwick.net

The 3:43am commuter bus out of Hawley Pa. smelled as if there was a dead body in the cargo hold. Why the driver thought it was ok to use this vehicle to transport people from Pennsylvania to Wall St./NYC, I will never understand. Because of the horrific smell, she blasted the air conditioning on this cold rainy morning. (Which is another problem with this specific driver - we all have to beg her to take off the air conditioning on cold mornings). I hope tomorrow morning's commute will feature a CLEAN, adequately climate controlled bus.

I would like to file a formal complaint against a bus driver.
I am a customer who travels to and from the city using both routes Montgomery & Newburgh.. I purchase 10 day tickets because buying daily simply isn't affordable .

March 10th begin the misappropriation and bullying of bus driver Alberry. Upon entering the bus I mentioned I was going to Montgomery.
At the Monroe-Woodbury stop he tells me I gave him a Newburgh ticket and didn't tell him I was headed to Montgomery. That's not true.I reminded him I'd told him Montgomery was my stop. He begins to rant about him only having 45 minutes left and he had no time to go to Montgomery. And said that he needs to turn back around and go to Mahwah. He told to wait outside for the next bus- it should be a minute. He also mentioned he could drop me off at Washingtonville. I refused to get off; I didn't trust him. I feared being stranded.
So, I told him Maybrook would be an alternative. I honestly don't know if he didn't hear me over his ranting or ignored me. He exited and entered the bus numerous times while on the phone. There were 2 Washingtonville passengers and me.
One passenger left on his own while me and the other passenger waited approximately 15 min for the next Montgomery bus.

Today, (March 27th) I let him know I was going to Montgomery. He begins rudely with "listen, listen, listen, you do is all the time..."if no one is going to Montgomery, I ain't taking you to Montgomery!"
I
He calls the office and speaks to Harb (Arb) .

I'm being bullied, this has reached a new low.
How dare he speak to me in such a disrespectful manner?
I called dispatch to complain (5:21 pm) I spoke with Stephanie C. I explained that I take both the Newburgh and the Montgomery line. I buy 10 tickets, ; however, I'm told the tickets can not be split. The Newburgh 10 ticket is a bit higher in cost-So I am the one losing out.
Dispatch determines I should pay the driver $2. I don't agree but do so.
I didn't feel confident in my complaint being taken serious.

Well, before my exit, I ask the driver for the bus #. That started his ranting again. A passenger tried to diffuse the situation - calm him down. I, along with a passenger showed him the stop at Scott's Corner. He refused to stop there and instead dropped me off on 17K where there was little sidewalk.
So, not only is he rude, he is dangerous.
This isn't a complaint where I am not happy with a driver. I feel threatened, intimidated and bullied.
This is a complaint I would like for the CEO to review if there is no resolve at this level. This is a complaint in which I do not want to see this bus driver on this route ever again and advise that he goes for additional training.
I'm sure there are other complaints about him - that exists.

I am not sure if this email will get the necessary attention needed or just be treated the same brash way that all the Coach USA passengers are treated. This is not my first experience of coming across a completely unreasonable, rude and unprofessional driver with Coach USA. Today's experience left me completely baffled as I was left stranded by a driver at the Ridgewood park and ride even though he realized that the mistake was made by the dispatcher in NYC.
I take the 5:45 PM bus to Mahwah from Gate 315 and today the bus has a flat tyre the minute it pulled out of the gate. The driver panicked and asked the Mahwah passengers to get in the bus leaving from gate 314 at 5:47 PM. He gave back the ticket, which was taken by the driver immediately at Gate 314 standing side by side, without any questions. As we approached Ridgewood, I asked the driver if he was going through Franklin Turnpike and instead of replying politely, I was shocked to get an absolutely rude response of " I am going no where near there!" I told him about the switch over at Port Authority and he claimed that he mentioned to me at the gate when taking the ticket that he will drop me off at Ridgewood. That was an absolute lie as I never exchanged a word with him. It was just my hunch that made me ask him in Ridgewood if the bus was going to Mahwah. I asked him if I can get the MAhwah stub back so I can take another bus to MAhwah. He then to my surprise again turned violently angry and started yelling and said he is not going to give me back anything and that I should make arrangements for pick up. I got off and took another bus using another ticket and then walked home.

I don't understand if it is the training they get to just be outright rude with passengers because that is the only way they can make things easier on themself or if Coach USA genuinely hires bullies in the hope of making their operations profitable. A very bad experience again with Coach USA that I am sure will someday reflect on the performance of the company. ...Very large conglomerates have gone out of business due to callousness. Just an advice from a business executive who understands the value of customer service ...please pay attention to what your customers are saying and reprimand bad behaviour. Alternatives emerge very fast and Coach USA is no exception!I will use this as a case study at my MBA class that I teach at a university.