Complaints

This profile includes complaints for Concord Coach Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Concord Coach Lines

  7 Langdon St Concord, NH 03301-3481

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  Concord Coach Lines

  30 Stickney Ave Concord, NH 03301-5064

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Concord left my mother and myself stranded in NYC. We got lost searching for the bus stop which happens to be a random corner they pick you up and drop you off at. I called concord coach as our first bus driver had instructed we do and informed them we were lost. The woman I spoke to gave me the address and I let her know we were trying to make the 1:45 back to Maine. On our trip to NYC, we were told by the driver to call customer service and they would hold the bus for 5 minutes. Our first bus was delayed 5 minutes for a late passenger. However, when we ran up the street waving our arms and screaming for the driver to stop, he continued to pull into traffic and left us there with all of our luggage, no courtesy 5 minute wait. When we called customer service back, the woman we spoke with was horrified that he had left us. She confirmed they could see my call at 1:17pm. She reached out to dispatch and said someone would call us right back. The man who called us back informed us that it wasn’t a policy (even though our bus driver told us it was) and that the bus driver had acted correctly. He also informed us he had watched the video and knew we were lying to him. He further stated the only reason he called back was a courtesy and wasn’t going to argue. I told him I wanted to know why the same courtesy wasn’t given to us as was given to the previous passenger. He kept repeating his call was a courtesy and he wasn’t going to argue. I then called and left a message for the director of customer relations to give me a call regarding the issue and I have yet to receive a return call. Originally all I wanted was an acknowledgement that this behavior wasn’t ok, but after being treated like an inconvenience for using their service and following their instructions, I want monetary compensation for the tickets I didn’t use and the extra $500 we spent on more transportation and another hotel room.

  Business Response

  Date: 05/09/2023

  Dear *********,
  Thank you for reaching out and sharing your experience while traveling with us. I am so sorry that you
  were unable to board the bus in NYC. Our NYC service is reservation only with limited seating. The
  145pm from NYC to Portland was sold out on the day you were traveling. All of our buses are equipped
  with GPS and Video. If a passenger is delayed, they can call our Information Center and we will do our
  best to make contact with the driver and ask them to wait up to 5 minutes. It is not an automatic wait
  for passengers that are not there at departure time.
  We received your first call, after 1pm, asking where the stop was located. At no time, during this call did
  you mention you were running late. If you had, we would have contacted the driver. I reviewed the GPS
  and Video from the bus. The driver released his brake at 1:45:38. At that time, there is no one on the
  sidewalk attempting to board the bus. Once the bus leaves the stop, we cannot pick up passengers. We
  receive a permit from the city of New York to use that stop, and only that stop. We are not allowed to
  pick up anywhere else, especially for safety concerns.
  After numerous calls to our Information Center, our Operations Manager returned your call to explain
  our procedures in NYC. After multiple outbursts of offensive language, he ended the call.
  After my investigation, I have found there to be many inconsistencies. Refund requests must be made
  24 hours before departure. Once the bus has departed, tickets are not refundable. Requests are then
  evaluated on a case by case situation. Given the above details, your tickets are not refundable.
  Sincerely,
  Heidi D*****
  Director of Passenger Relations