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:03/20/2023

  Type:Billing 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.

  348.00 usd
  My husband tested positive for covid this am. I have been told to isolate with him as I am having symptoms and will likely test positive in a day or 2 according to
  The medical clinic. Act has refused to refund our payment for the lion king performance on March 24 2023 . I can provide the positive test results from the clinic

  

  Business Response

  Date: 03/20/2023

  Our response to Ms. ********* is this:  The penalties of cancelling any of our day tours are clearly posted in three venues: on our website, on printed promotions, and on customer receipts.  First up is what is printed on the receipt we email to everyone who pays for theater tickets by phone:

  Here is your receipt from ACT Tours. Thank you for your business. Enjoy your tour! Order Information Description: **ALL SALES ARE FINAL** March 24, 23 -- Lion King 2pm $174pp **NO REFUNDS** Invoice Number  ****** Billing Information ACT Client **************@anyemail.com Shipping Information Total: $348.00 (USD) Payment Information Date/Time: 17-Dec-2022 19:16:12 PST Transaction ID: *********** Payment Method: Visa xxxx0000 Transaction Type: Purchase Auth Code: ****** Merchant Contact Information ADULT CUSTOMIZED TOURS PALM SPRINGS, CA ***** US ******.********@gmail.com ADULT CUSTOMIZED TOURS *** S. ******* Way, Suite *** Palm Springs, CA *****WWW.ACT-TOURS.COM***ALL SALES ARE FINAL. THERE ARE NO REFUNDS OR EXCHANGES AT NO FAULT OF ACT.*** SHOULD YOU HAVE ANY QUESTIONS ABOUT YOU

  Next is what is posted on our website and on printed promotions:

  
  

  ALL OF OUR TOURS INCLUDE ROUND TRIP DELUXE MOTORCOACH TRANSPORTATION, WATER AND SNACKS EN ROUTE, AND A PROFESSIONAL A.C.T. ESCORT.

  ***NEW POLICY EFF 11/01/22*** ALL trips require payment when booking, if canceling 15 days or more from the date of departure, 80% refund will be processed.  If less than 15 days, no refund/credit. ALL ticketed events such as shows guided tours and boat rides no refund/credit. ALL SALES FINAL

  Please call ###-###-#### or toll-free ###-###-#### for details

  
  

  Ms. ********* cancelled today, four days before our trip to The Lion King.  The bus has been paid in full as well as the tickets.  She is welcome to give them to friends or to sell them, but per terms and conditions clearly posted, there will be no refund or future credit.

  
  

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

  CEO and Founder Adult Customized Tours (A.C.T.)

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  ***** *********
  
  **** *********** ave
  
  Winnipeg, MB ****** CANADA
  
  Daytime Phone: ###-###-####
  E-mail: ******@mts.net
  
  
  
  
  The details of this matter are as follows:
  
  
  
  
  
  
  
  Customer’s Statement of the Problem:
  
  348.00 usd
  My husband tested positive for covid this am. I have been told to
  isolate with him as I am having symptoms and will likely test positive
  in a day or 2 according to
  The medical clinic. Act has refused to refund our payment for the lion
  king performance on March 24 2023 . I can provide the positive test
  results from the clinic

  Customer Answer

  Date: 03/21/2023

   I am rejecting this response because:it is unfair. Would you accept us on the bus if we stated that my husband  has covid and that I have been told to isolate for 6 days and then announce it to all of the passengers on the

  tour? A yes or no will suffice.

  The Pantages  theatre response to my query indicated that their covid policy for direct box office ticket purchases would issue us a full refund. I provided you with their response this afternoon.
  
  
  
  

  

  Business Response

  Date: 03/22/2023

  While we regret you have been stricken with Covid, you of course would not be allowed on the bus and could be sued for knowingly infecting others.  You did not make a direct purchase of Lion King tickets from the Pantages Theater, you bought them through Adult Customized Tours, who negotiated the seats at a non-refundable price.  Services have been paid, from the motor coach to the Orchestra seats.  Finally, if you sell or give the tickets away, we must have the new names submitted in advance or they will not be allowed to board the bus.