I have been using RedCoach for four years, and after my experience today, I will NEVER be using…read morethis company again. I genuinely cannot believe how poorly I was treated, especially considering how much more expensive RedCoach is compared to other bus services in Gainesville.
I was supposed to take the 8:35 AM bus, but RedCoach's own website displayed a photograph of the WRONG pickup location, including a marker on the sidewalk that literally says "RedCoach Stops Here." This was the same location I had used for years, so naturally, that is where I went. When I called customer service, they told me they had sent an email at 5:00 AM with the correct location. Apparently, customers are expected to check their emails at five in the morning rather than trust the information and photographs displayed on the company's own website.
After trying to get to the correct stop and contacting customer service for help, I missed my bus and had to pay another $26 to change my reservation. Between traveling back and forth and paying for multiple Ubers, I arrived at the stop at 11:10 AM for my next bus, only to find it had already left. I was then charged ANOTHER $36 to change my reservation again.
In total, I spent approximately $162 in additional expenses today, including $62 in bus charges and roughly $100 on FOUR Uber rides.
Somehow, the customer service was even worse. I called FIVE times, spent 10-15 minutes on hold each time, and waited nearly 50 minutes to speak with someone I was led to believe was a manager. Turns out, she wasn't even a manager. When I asked to speak with an actual manager, I was told they couldn't give out employees' "personal information." I wasn't asking for anyone's personal information. I was asking to speak with a supervisor. When I asked for a corporate phone number or email address instead, the representative admitted they existed but said they weren't allowed to give that information to traveling passengers. Absolutely ridiculous.
What makes this worse is that I was traveling to help my father pack up my aunt's apartment after her recent passing. I explained my circumstances, and I was still met with rude, dismissive responses and absolutely no compassion or meaningful assistance.
I'm also a full-time UF student, and an unexpected $162 is a significant amount of money. I recently learned that RedCoach advertises student discounts, yet despite using this company for four years, I have never received one.
I have recommended RedCoach to countless friends, family members, and other UF students over the years. That will not be happening again.
Yes, RedCoach's buses might be a little nicer than some of the other options, but I can confidently say the extra money is NOT worth it. There are other bus companies serving Gainesville, and I would strongly recommend choosing one of them instead. A slightly more comfortable seat means absolutely nothing when the company provides misleading information, charges you repeatedly, and refuses to help when something goes wrong.
Save your money, avoid the headache, and take another bus line. I certainly will from now on.