Complaints

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.

• Initial Complaint

  Date:10/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 signed up for a tour by this service provider. The day before the tour, I received an email confirming the tour. On the morning of the tour, I called to get directions to the tour's meeting point as it was then that I realized it wasn't in St. John's. After listening to their voicemail greeting, I called the number provided for service outside of business hours. The person who answered my call, who goes by the name of Jerry, provided me with instructions on how to get to Petty Harbour. He recommended that I take a cab. When I arrived at the location, there was no personnel on hand to greet me. A local fisherman opened the tour company's shed and invited me to wait inside (it was raining). He came back about 15 minutes later, after speaking with the company's office manager, who informed him that the tour was canceled. I subsequently called several of the company's numbers to confirm this and to ask for their assistance in getting back to St. John's. Three people I spoke with said they had given my contact information to Johnny, asking him to get in touch with me (I actually waited 20 minutes on the phone, while an employee, *****, tried to get a hold of said Johnny). As long as Johnny was MIA, none of his employees could do anything. Nearly two hours later, the aforementioned fisherman gave me a ride back to St. John's. To this day, I have not received a call or text message from Johnny, nor did any of the staff bothered to check on me. The next day, however, I received an email thanking me for joining the tour. A week later, I had to call the company to ask for a refund. (Not only do they not bother to update their automated email system, thus causing confusion, but they also do not automatically refund customers for cancelations.) As I spoke to the company's representative, I mentioned that I would like a refund for the cab fare to Petty Harbour. They refused, saying that Johnny had reached out (untrue; that man is practically a ghost). They shun accountability.