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Business Profile

Sightseeing Tours

Lunenburg Whale Watching Tours

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:30/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On July 20, 202, we booked and attended a whale watching tour provided by the operator https://www.novascotiawhalewatching.com/tours.html located in Lunenburg. We were excited and looked forward to the great experience.
    However, the tour was unexpectedly poor, and, to some extent, I need to admit a rip-off. The following facts I need to indicate:
    1. After arriving to watch the whales, the captain admitted that there was a storm a day ago, so krill was gone, hence no whales could be observed. Just wanted to indicate that the same operator before our tour at 2:30 pm, conducted two previous tours at 9:00 and 11:30 am. Hence, based on his knowledge and observation from the previous tours on the same day, the captain knew very well prior to starting our tour that there are no whales, however, he did not warn us prior, which in my opinion is a wrong practice of conducting business at least on Ontario. I hope that in Nova Scoria the same standards apply. As compensation, he offered to watch seals, which we spent about 10 minutes. Again, we had a very professional and nice tour in Englishtown, Cape Brenton of watching puffins, seals, eagles as well as other birds. If I would like to watch seals, I would go to the tour to watch seals but not whales
    2. Prior to arriving to watch whales, the guide did NOT explain to us which, where and how we should watch whales. He simply indicated when you can see, please share the experience with the audience. I think this is not a standard expectation when you are coming to a dedicated whale watch tour.
    3. The boat was very crowded. I could not tell if there were more people that the operational permit allows, but, in my opinion, this is worth validation
    4. When I reached out to the captain to share my experience and ask for a refund, he insulted me and did not listen at all to my concerns, which should not be a

    Business Response

    Date: 30/08/2022

    Hi,
    In reply to the first complaint from ***** *****,
    We see whales in every area we travel to, what the captain was replying ton was that there were no whales on that trip in the area where they went. There are always whales in our area, they are always on the move and when stormy weather passes through they sometimes scatter about. Sometimes it will take a few trips to relocate the whales, we cover a large area with our operation and cannot cover it all in the 3 hour time of any single trip.Our vessel is certified to carry 45 passengers, we cut it off at 40, we have never overloaded our boat.I am not of anywhere on the planet where you drive to the whales! Every trip run by every operation must go searching for whales every single trip period. These animals are tied up to a mooring so we can go see them. The only time we issue a refund is when we cancel a trip , for anyone to expect to go out on a tour for free is, well , I’m sure how to respond, we have never guaranteed whale sightings and never will , we have no control over where they go and when they move.  We run a trip with tons of things to see , if people keep their eyes open and pay attention to the waters surface, we remind many times each trip to passengers that they have two eyes and to use them ! and we rely on them to help to spot wildlife as we do not have eyes in the back of our heads, at least. 50 percent of the time it is our passengers who spot whales and sea life before we do. There will be no refund issued as these passengers spent close to three hours on our tour boat as did the other passengers . 
    Regards,
    Capt. ****** ******
    Lunenburg Whale Watching

    Customer Answer

    Date: 30/08/2022

     I am rejecting this response because:


    As per my complain, no my facts are disputed, just the refusal to return money for the trip.

    I disagree with the response and insist to get a refund

Lunenburg Whale Watching Tours is NOT a BBB Accredited Business.

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