Excellent Bus Service – Main Terminal

Excellent Bus Service, with its main terminal located at 301 Bridgeville Rd in Monticello, NY, presents a complex and often contradictory picture for potential travelers. On one hand, it stands as an established provider of transportation services, seemingly popular with a significant volume of passengers. Data from one source indicates a high overall rating of 4.5 stars based on 140 reviews, suggesting that a large number of customers have had satisfactory experiences. The company's own website promotes its service as a safe, comfortable, and affordable way to travel between various New York City boroughs, Monsey, Lakewood, and numerous drop-off points in the Catskills, including its Monticello terminal. They emphasize amenities like comfortable seats, air conditioning, restrooms, and power outlets. Furthermore, the terminal offers a tangible benefit with a wheelchair-accessible entrance, a crucial feature for any public-facing travel agency.

A Tale of Two Reputations

Despite the high aggregate rating and self-promoted benefits, a deep dive into individual customer feedback reveals a starkly different narrative, one dominated by severe and recurring issues. The discrepancy between the overall score and the detailed, recent reviews is significant and warrants careful consideration for anyone engaged in travel planning. While many riders may complete their journeys without incident, a vocal contingent reports experiences that raise serious questions about the company's commitment to safety and customer care.

Widespread Safety Concerns

The most alarming feedback centers on the conduct of the company's drivers. Multiple, unrelated customers have reported observing and experiencing what they describe as dangerous and aggressive driving. One review specifically cited bus #2210 (NY plate 41248PF) for driving on the highway shoulder and intimidating other vehicles to bypass traffic. Another user recounted a harrowing incident on I-80 West where a company driver allegedly tailgated and honked aggressively in heavy traffic, nearly causing a collision. A third piece of feedback echoed these sentiments, describing the driving as "very bad" and mentioning a near-miss with another car on a bridge. These accounts paint a disturbing picture of a potential pattern of reckless behavior that directly undermines any claim of providing safe travel. For families or those planning group travel, such reports are a major red flag that cannot be easily dismissed, regardless of the company's official safety proclamations. According to data from the Federal Motor Carrier Safety Administration (FMCSA), Excellent Bus Service Inc. has undergone 9 inspections in the 24 months prior to October 2025. While this indicates regulatory oversight, the firsthand customer accounts of unsafe driving on the road remain a primary concern.

Failures in Customer Service

Beyond the critical safety issues, the company also faces strong criticism regarding its customer interactions. The quality of customer service in travel is often a deciding factor for consumers, and in this area, Excellent Bus Service appears to fall short for some. One of the most pointed reviews describes a customer service agent who was not only unhelpful but allegedly called the customer "stupid" before abruptly ending the call. This type of interaction is unacceptable in any service industry and suggests potential training and management deficiencies. Another user generalized the issue, stating that the company treats its customers with "disregard," speculating that this attitude stems from a perceived lack of competition on its routes. This sentiment suggests that some customers feel trapped, needing the commuter bus service but deploring the way they are treated. When travelers are reliant on a service, a dismissive or rude corporate culture can make even a simple journey a stressful ordeal.

Evaluating the Overall Experience

When weighing the pros and cons, potential customers are left with a difficult choice. On the positive side, Excellent Bus Service operates as a key transportation link, particularly for communities traveling between New York City and the Catskills region. Its main terminal is a functional facility with parking and accessible entry. The existence of a 4.5-star rating from a large pool of reviewers cannot be entirely ignored and indicates that for many, the service is, at a minimum, adequate for their needs. It fulfills its basic function of getting people from one point to another, and likely at a price point that makes it an attractive option for affordable travel.

However, the negatives are substantial and severe. The consistent and detailed accusations of dangerous driving are the most significant concern. A bus service has a fundamental responsibility to prioritize the safety of its passengers and others on the road. Reports of speeding, aggressive maneuvering, and bullying tactics are deeply troubling. Compounded with allegations of profoundly poor customer service, the overall picture becomes one of a company that may be struggling with its operational culture and quality control. The feeling of being treated with disregard, as one reviewer put it, can sour the entire travel experience. Potential riders must ask themselves if the convenience and potential cost savings are worth the risks highlighted in these numerous negative reports. The decision ultimately rests on an individual's tolerance for risk and their expectations for service quality in their chosen transportation services.