Downtown Riverside Metrolink Station at 4066 Vine Street, Riverside, California.

This was emailed to Megabus and is really referring to the Chicago location, but I could not delete this review:

Perhaps no one has spoken to the company execs about appropriate ways to handle customer service disputes, but I'd like to share my experience from Saturday morning (Jan. 4).

I arrived at 8:20am for my 8:45am departure. I wasn't properly clothed at the feet, but that is not your fault. I threw on the first boots I saw, assuming I'd not have to wait more than a half hour to board the bus. I knew some routes were cancelled due to winter storm Hercules on Thursday, but I did not receive notification about mine so I had no cause for worry about leaving on time. Wow was I wrong.

Not only was my bus over three hours late, no one had answers. Hundreds of us waited for various departures without an inkling into our situation. To make matters worse, you think so little of your customers that shoveling the sidewalk did not cross anyone's mind. People dragged or carried large bags, parents struggled to push strollers, and others were forced to stand or even sit on the dirty snow. My bag weighs 49.5 pounds so that was not much fun to carry through the crowds and the slushy snow, but it was near impossible to pull along with my duffle bag and purse. I did sit on the not-so-warm bus for an hour but chose to give up my seat for another who had a long wait as well. I also chose to get off because (after being told there was no information on the bus your company owns) I was told it would be there within the hour. An hour and another phone call with incorrect timing information provided, it finally arrived.

No one expects you to play God and melt the snow or warm the temperature to above freezing, but is it too much to ask that you utilize the email address and texting abilities you charged a small fee in order to use? Is it too much to ask to have knowledgable customer service reps who are capable of calling a driver to ask his location? Could your website at least be up to date instead do sharing lies about buses that have not arrived yet say they departed several hours prior. Communication is key. It's necessary to properly run a business. It's bad business and word is spread when simple solutions are not applied to everyday, run of the mill situations.

I'm typing as I sit on yet another Wifiless bus that is dripping water on much coat. But at least I am on and can finally be warm as I get to my destination. I do hope your respect for customers time and health as well as your communication processes improve because there is no excuse for the lack of it today.