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:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 recently went on a trip with a church group from Prince George, Virginia to Israel through Friendship Tours. 11/28/2022-12/7/2022. We were told by our guide Yair (not sure if the spelling is correct) that when we purchased any items over $99 US dollars, we would receive a V.A.T form to turn in at the airport,to receive any taxes we paid on these purchases.
  
  On December 1, I bought an antique "widow's mite" necklace. I was to receive $172.91 back in US dollars according to the form I was given.
  
  At the airport I went to the V.A.T office and they processed one other form I had for another item with a return of $1 US dollar and 10 cent shekel, though the form stated I should receive $22.96 in US dollars.
  The woman at the VAT office stated she would not process my second form because she already closed my Visa (for being in the country). The pastor of the trip, Heidi Grueser was elsewhere and because Friendship Tours booked the flights so close together, she was unable to be present when I and another traveller went to the office the first time.
  
  I just want to be refunded the money I was expecting to get. I sent an email to Friendship Tours owner-Nasser Noorani December 16 to hopefully receive a response/refund. No response.
  
  Given it was the holidays I gave it time.
  I personally contacted the company by phone, leaving messages on 12/2/2022, 1/4/2023, 1/11/2023.
  
  Not answering the phone, no response.
  
  Today I am completing this in hopes of resolving an unnecessary situation (s).

  

  Business Response

  Date: 01/12/2023

  This individual did contact us and I forwarded her email to her group leader Pastor Heidi. As a rule, Friendship Tours works only with the pastors and not with every client. Pastor Heidi emailed me and stated that she would speak with the individual. Pastor explained that she did offer her assistance at the VAT counter to the traveler and she declined. That was the last I heard of this situation.

   

  1. Friendship Tours cannot be held responsible for a government inaction like a VAT refund at the airport. It is beyond our scope of work. Once the passenger is inside the departure terminal, our staff is unable to enter. I also believe it is unfair to accuse us of booking a close flight connection. This was a Tel Aviv originating flight and there was no connection. She had plenty of time to discuss this. I cannot believe that this individual would file a complaint against us for $22. I will refund her that and close this chapter.

  2. On two separate occasions, when this person called our office, I attempted to return her call and received a message "the mail box is full."  This happened twice.

  Please ask her to email me [email protected] and I will refund her her $22. I do not want this to go any further.

  Customer Answer

  Date: 01/16/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18724458, and close the complaint.
  
  
  
  
  
  
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