Coach USA Complaint

Horrible Customer Service Representatives

Reviewed by nyctraveler
Complaint

I am writing this review about the Mega Bus customer service representatives, as I have never used other Couch USA bus services therefore, cannot comment on them. I had used Mega Bus many times to travel from New York to Boston. Last May I had to change a reservation date twice due to a family member that was in the hospital. When this family member passed away I called mega bus multiple times attempting to put a hold on my reservation or get some kind of credit as they do not allow you to cancel a reservation and get your money back. I was okay with that but I wanted to postpone this reservation indefinitely as I did not know when I would be up to traveling again. The representatives were horribly rude and aggressive in the way they spoke to me. All of them would tell me different things and blankly attempt to get me off the phone - (putting me on hold for 30 minutes and then hanging up on me) One girl told me she was sorry they couldn't give out free trips away to anyone who asked for one. They spoke to me in such a condescending way that it brought me to tears. Then eventually someone told me they would give me a credit for the round trip that I paid for and that I could call when I knew the date of my new trip, give them my name and email and they would give me my trip. I had a sneaky suspicion that this did not seem right but was so done I accepted what they told me. Now a couple months later I am dealing with people telling me that my name is not even in the system, that they don't give out credits, that the person wasn't authorized to give me a credit. All of these representatives are just as rude and aggressive. I have been on hold for 30 minutes at a time just to be given the number to a voicemail, where no one calls you back. It had been horrible. Rude customer service representatives that don't want to help you they just want to get rid of you.

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