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Business Profile

Sightseeing Tours

ToursByLocals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sightseeing Tours.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:31/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I booked a tour with this company and paid in full. They cancelled this tour because the guide dropped out. I replied to their email to refund my money. I have not heard from this company since the email was sent. There has been no response from this company.

    Business Response

    Date: 14/06/2024

    Hello!

    Thanks so much for bringing this complaint to our attention. We sent a message to the customer in question on June 7, issuing a full refund for his cancelled tour, plus a goodwill promo code of $25 for the delay. We also called the customer to ensure he had seen the message about the refund waiting in his account.

    As an explanation, we launched a new website on May 22, and the customer support team is experiencing a large volume of incoming messages, resulting in a slower than usual turnaround time for messages to customers. To reiterate, this issue has been fully resolved: full refund of $ ****** USD issued + promo code as an apology for the delay in response time. 

    Sincerely,

    *******************, Director of Communications at ToursByLocals

    Customer Answer

    Date: 14/06/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:22/01/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My mom and I had a toursbylocal promo code voucher for the amount I believe was $275.00 and was allowed one extension and then when requesting to extend it again due to COVID restrictions at the time to Peru, we were denied. (UNFORESEEN PANDEMIC) So, I am asking for a full refund in a business check for the amount of $275.00 to the address on-file. PROMO CODE: *****

  • Initial Complaint

    Date:28/06/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    I contracted with this company to provide a tour. Due to issues beyond my control, I was only able to partially use the service. The tour guide told me the company was working on refunding 50% of the tour fees.The company has stopped communicating with me. Information about the specific tour is included. Traveler *************************** ************* Traveler phone #1 (while on tour): ********** (Traveler phone numbers must only be used to contact the traveler for confirmation, details of the tour, or to advise of changes.)Booked By Agent *********************************** ************* Price (hide pricing) Cost of tour:525.00USD"Standard" Cancellation Policy option:0.00USDTotal:525.00USDDeposit Payment Paid:-105.00USDBalance payment (on May 2, 2023):-420.00USDBalance Owing:0.00USDCommission payable to your agency:26.25USD ******************************************************************************************************************

    Business Response

    Date: 10/07/2023

    We have resolved this issue satisfactorily with the traveller outside of BBB. As ******* states, he unfortunately had a flight delay, and arrived in time to complete only half of his tour. We have refunded him for the value he requested, and also provided him with a promo code for $150, as an apology for not addressing the situation as quickly as we should have. It has been a very busy high season, but ******* still should not have experienced the delay in communication that he did. For this we are sorry, and we thank him for letting us do all we can to make it right. 

    Customer Answer

    Date: 10/07/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

ToursByLocals is NOT a BBB Accredited Business.

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