Big Green Coach Ltd - Birmingham

Roderick McCulloch

Avoid at all cost. I booked a return trip to see Billy Joel in Cardiff. Pick up was a shambles, lots of people milling around, no organisation, unmarked contracted in buses and one poor person with no uniform working off a phone but we got there. The bus driver leapt off for a cigarette and when asked for the return time he grudgingly got back on the bus to find out and we where told 23.59. The busses where parked on a narrow road they struggled to get into by the university. We returned as instructed before 23.59 to find all the busses already leaving, it was impossible to approach safely as they where just driving through the people who where arriving. Needless to say we where abandoned in Cardiff. There where two young people in Green Coach high viz jackets but they where unable to help. One group had two blind friends and agin they where just driven past. I obviously complained, first tactic was not to reply, when I persisted I did get a reply rejecting my claim for half the trip to be refunded as we did not receive the service. As expected they said their records show we where late, what records no one was taking any. Their assumption was we where late. My records say I was on time, I asked for the Tacho details for the bus as I have the number but they conveniently ignored that request which I made several times. As you will see for other reviews they play the numbers game 30% of customers they have let down they feel is acceptable. If you don't want to to risk being one of the 30% and get stranded I suggest you look for an alternative. I have used Baker Dolphin and National Express before who have been great. Big Green Coach is a disgrace.

In response to Big Green Coach Ltd, my records show I was at the parking area before 23.59 and the coaches where driving out making it dangerous to enter a narrow street in the pitch dark with head lights in your face and moving coaches. I have repeatedly asked to see the Tacho record from the coach which would prove who is right but this has never been forthcoming or even addressed. I had mails from customers service, my first mails where ignored but after I followed it up they did respond with the stock answer, tough we say we left on time and it is our word against yours. If you want to be sure of getting to and from your destination look elsewhere. I would certainly not use again, there are plenty of professional coach companies out there use them, it may cost a little more but you will get what you pay for.
I have noticed they put replies on the social media posts quicker than the reply to e-mails sent to customer services. It must be more important to dispute customers complaints aired in public than deal with the customer professionally.

ANONACONN

They aren’t known as Big Green C*** Company for no reason. Two hours late for pickup and now on return here we are sitting on a bus that won’t start because Drive left the lights on for an hour waiting to pick us up; now half an hour later, we’ve managed to get a jump from another bus.

Such is the incompetence of Big Green Coach company they’ve managed to pass their delays on to another service provider who have had to waste their time jump starting us.

Fifth time on Big Green Coach, fifth time they’ve messed up both the outbound and return journey, fifth time they’ll provide zero compensation.

Edit:
In response to BGC. If you don’t like the name people call you then provide a better service.

Glad to know it was just more of your own customers that your drivers incompetence inconvenienced (not sure this was the slam dunk comment you thought it was).

I have received zero compensation, so either you are lying, or you are putting the responsibility of claiming on your customers ringing up rather than holding your hands up and saying that your total delays added up to three hours.

Danii Bundy

Everyone stranded after waiting over 2 hours in the cold and rain.
We were told the coach was '5 mins away' for 2 hours, staff were unhelpful and rude at times.
If I could give lower than 1 star I would.

Staff didn't check tickets, so very likely that all our coach spaces were taken by chancers that got a free way home, while we paid £45 each to sit in the freezing cold with no water or clear guidance on how we were eventually getting home.

Jemma Page

I was terrified of using Big Green Coaches after reading these reviews. But I cannot fault them for their service taking us to the Eras Tour at Wembley Stadium. They picked us up on time, we left on time, the bus was clean (and we had lots of space), and the drivers were so lovely. It was an amazing experience and a great way to avoid the dreaded tube after the show, and be able to sleep on the way home.

Ella-louise Shaw

If I could put 0 I would
Big Green Coach
I just want to make other people aware not to use this company. I used them and paid £100 for a ticket for them to collect me and my mum from Bristol to take us to pink in London. When we arrived to London, the coach driver said please be back by 11:30 in preparation to leave for 11;45pm. When arriving back to coach we was told that driver had run out of driving hours he was not allowed to legally drive us back until 12:30am-1am. We left at 12:40am when contacting this company to complain about the lateness and poor customer service. I said told they don’t issue refund unless it’s 2 hours late! This poor customer service wanted to make others aware to not use their services.

Shinal Christian

I recently had a profoundly disappointing experience with Big Green Coach. The delay of an hour for the coach to arrive is wholly unacceptable, and attributing it to traffic delays does not sufficiently address my concerns.

Furthermore, there is a discrepancy between the explanation provided in your email and the information given by your on-site representative, who indicated that the driver was not only delayed by traffic but also engaged in another job. This inconsistency is troubling and suggests a lack of coordination and professionalism.

All other coaches departed at the correct scheduled time of 11:15 PM, yet my brother, several underage girls who choose this service after the wireless festival as an option for them to get home , and I were left waiting on the grass until after midnight with the onsite representative . The area around the venue felt unsafe, which exacerbates the issue. While the on-site representative did their best to assist, it remains the company's responsibility to ensure timely and secure transportation for all customers.

I was not made aware that I could contact Big Green Coach for assistance at the time, as this option and I didn’t think that because of this it effects my partial refund. However, this lack of communication should not preclude my entitlement to a refund for the considerable inconvenience and distress caused.

The prevalence of similar complaints indicates a troubling pattern of inadequate service and a failure to uphold the duty of care owed to your customers. According to Section 4.2 of your Service Charge policy, I am entitled to compensation. The handling of my complaint thus far has been unsatisfactory.

As seen in the attachment image, the picture was taken was at.00:04, during the time we had waited. All the reps working that day had left and gone home. As you can see we are left alone in the dark waiting for your coaches to arrive, with one rep.

Lee Wideman

DO NOT USE - terrible company who failed my daughter in their duty of her care. My daughter felt poorly on the bus in the morning (panic attack) but normally has no problem travelling. The bus driver was so angry, despite her clearly telling him about her condition and made her clear everything up (outside the toilet as it was occupied) she thought she'd been banned / wouldn't be let back on. She phoned me in tears asking me to pick her up (Bournemouth to London round trip). I was sure that was not the case, so tried to get hold of their customer support. No response for hours... certainly not in time for me to get to London before the return trip was due. So I had to make the 6hr round trip instead. They've admitted fault, apologised and told me the drivers will receive better training on recognising when children are genuinely ill. They've refunded half my money and are refusing to refund the rest. Shameless. I thought they would at the very least refund in full and maybe offer a small amount of compensation for my petrol and 6hrs round trip ...which was the whole point of booking their service.

sandra

I was one of the unfortunate people who travelled on one of the 3 coaches from Brentford to Manchester City on Saturday, to begin with the drivers were having a disagreement which route to take, two coach drivers wanted to go via the M40, the other wanted to use the M1 unfortunately against our drivers wishes we went on the M1 as coach 1 was the lead coach we had to follow our journey took 7 hours, leaving just after 8pm arriving in Manchester just after 3pm missing kick off. The journey should of taken no more that 5 hours had they taken the right route. The coach didn't have a built-in sat nav they used their own sat navs and mobile phones. The coach was incredibly uncomfortable and hot, no air conditioning the roof vents were opened to get some ventilation in the coach, the seats were very uncomfortable and the seat belts didn't work properly it was that stiff it nearly choked you, we couldn't use them. The coach also lacked power it chugged going up hills, pulling out from junctions and roundabouts was a problem.
We had no sockets to charge our phones/ipads, no wifi nor any other technology you'd expect from a coach today.

Luckily our coach went home via the M40 it was a better journey coming home, but the journey made it a very long uncomfortable day due to the old coach. Leaving at 8am we should of made 3pm kick off which we would of done had we taken the most logical route.
Unlike Dumber & Dumber on coach No1 who came back the same route M1 via Sheffield they arrived 1 hour later than we did.

I must say the driver on coach 2 was nice,(the one employed by masons, the other guy was a joker) that doesn't compensate the long uncomfortable journey.
A train refunds you money if it is delayed or fails to deliver which you clearly did, I doubt we will get any reimbursement

Quite honestly your company shouldn't be using old knackered coaches you are not giving any consideration for the passengers safety comfort and well being.
I would never travel on your coaches again. An absolute shambolic company.