Complaints

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• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  On November 2 & 3, 2024, I experienced a profoundly distressing Accessibility issue and non-compliant accessibility matter when attempting to book a bus tour with Big Bus Tours ***********, and filed a formal Grievance with Big Bus Tours senior management -- a grievance which continues to go ignored and merits immediate resolution and action, prior to commencing further action to pursue resolution. To note, I have emailed Big Bus Tours ***************** and ***************** (including the **** Mr. **** ************** *****, VP ***********) and have to date had not a single response to this ongoing and urgent matter.I request immediate contact from Big Bus Tours corporate management to resolve this matter, prior to commencing further consumer, news media & civil action to ensure this matter's immediate resolution.

  Business Response

  Date: 11/18/2024

  We are in receipt of this complaint; the business has thoroughly reviewed the details provided and discussed with the appropriate individuals. We at Big Bus take such claims very seriously. After an internal review, we do not agree with the claim for damages.

  We have reviewed the grievance, and no evidence has been provided, nor did the claimant claim to have purchased a ticket to attend one of Big Bus's hop-on, hop-off sightseeing tours. Any interaction with Big Bus agents either on the phone or through the web chat did not act as a barrier to entry as no one denied him the ability to purchase a ticket and take a Big Bus tour without providing the documentation. Based on this, there is no evidence,nor does the claimant assert that he was denied access to any of our buses,tour stops, or anywhere under the control of Big Bus due to the fact that you have a service dog.
  

  Additionally, the ************************** states that entities may make inquiries if it is not readily apparent that an animal is trained to do work or perform tasks for an individual with a disability. Since the claimant made inquiries through a web chat, Big Bus could not readily ascertain whether or not the animal was in fact a service animal.  Should the claimant decide to purchase a ticket and take a Big Bus tour and Big Bus agents cannot easily understand that the animal is a service animal, then they may ask the permissible questions as to whether ythe dog is a service animal because of a disability and what work or task has the dog been trained to perform. No documentation is required. As I mentioned above, should the claimant purchase a ticket and take a tour through Big Bus, I can assure you that he will not be denied entry because of a service animal.  
  

  Finally, Big Bus takes pride in accommodating those with disabilities, including those with service animals. We have received over 70 emails, 30 phone calls and 15 voicemails from the claimant regarding this matter. This conduct is alarming and clearly meant to cause distress to Big Bus employees and scare the company into meeting his demands. Please let me know if you have further questions, otherwise we hope to see him soon on a Big Bus tour.