Complaints

This profile includes complaints for Kaleidoscope Adventures, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kaleidoscope Adventures, Inc.

  301 S Tubb St Suite H1 Oakland, FL 34760

  
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  Kaleidoscope Adventures, Inc.

  PO Box 611 Oakland, FL 34760-0611

  

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:07/24/2022

  Type:Service or Repair 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.

  Event: NCCC Choir Tour to Chicago, 7/15-19/22. Paid $2388 pp (as chaperones, we paid 2X) to Kaleidoscope Adventures, for all-inclusive choir tour. There were 3 choir-related activities: music workshop, performances at St. James Cathedral and local church in Oak Park. Rest of the trip was sightseeing.
  Main issue: There was little to no publicity of the NCCC performance for St. James Cathedral on Sat, 6/18 -resulting in an audience of 4 ppl. No flyers or signage, no communication with the cathedral (no posting in the cathedral calendar--see attached of cathedral calendar)--not sure what KA did about social media postings. **KA refused to provide info on where they advertised for an audience, despite repeated requests. Since this was the primary choir event on the trip, this is a major fail. Not looking for a huge audience, but we were trusting that the company would advertise the performance and coordinate with the cathedral. We overpaid for a sightseeing trip-we could have planned a sightseeing trip for about $900 less pp.
  Other issue examples: tour company did not plan itinerary well - incorrect times/information; bad dinner, no breakfast 1st day (and subpar subsequent breakfasts); ineffective tour guide/rep.
  The choir director provided feedback after the trip via phone and email, then on July 14, 2022, sent an email from the choir and the chaperones (attached) summarizing the trip concerns and asking for a partial refund.
  The KA COO responded (attached) that KA provided the services as agreed, that they did promote the concert, and that they would not respond to any further communication on this subject. In addition they said there would be no partial refund. Again, they did not provide any proof that they promoted the concert. Chaperones sent follow-up communication on July 17th (attached).
  
  Seeking partial refund due to lack of concert promotion & tour issues.
  

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/25) */
  We saddened this situation has resulted in this response. It is clear we have much different interpretations of what occurred during your tour. After receiving the first email from your director on June 22 detailing your concerns, we spoke with her at length on the phone on June 28. At no time during that conversation, or in the original email, was there an indication that the concerns we discussed were this egregious nor does any of the information from our tour director, Linda, or Brian, who was also on the tour, indicate that was the case.
  
  During that conversation, we asked if there was anything we could do to explain things to the group and her response was that the students had an enjoyable time and did not really know what had gone on. We offered to send an explanation letter anyway and during that call were told that it really did not matter. 10 days later we received an email asking when the letter was going to arrive, which we sent immediately.
  
  As mentioned during the conversation and via the letter, we did promote your concert and try to build an audience even though this service was never mentioned on the proposed itinerary as something we would provide to your group. Furthermore, we alerted you on December 17 via email that your original request to have an exchange concert was not possible as there were no ensembles in the Chicago area available. In that same email we offered a public concert at St. James as an alternative and stated that "we would do what we could to build an audience for you, and it may be sparse." Your director responded "The concert in the cathedral sounds lovely. That's how our concerts were in England and Wales in 2018 - sometimes just our parents who were traveling with us and a couple of people who happened to walk in. The opportunity to sing in a beautiful place is perfect." This is precisely what occurred. The Cathedral was fully aware of your concert, but we cannot force them to publish anything in their bulletin or on their church calendar. It is their choice.
  
  Furthermore, your group received everything on tour that was promised. You visited the attractions, dined at the restaurants, used the transportation, and stayed at the hotel. You even mentioned multiple times how much you enjoyed the workshop, guided architectural tour, tickets to SIX, and performing at St. Christophers. When slight changes arise on tour this is the reason that we have a tour director on site with every group. They manage changes that occur to ensure you group receives everything that was promised. Based upon our conversations the changes that arose were managed by our on-site staff quickly so your group could receive the tour they were promised.
  
  After we received your email dated July 14 your tone changed, and the description of your concerns elevated from the original email and conversations. We have discussed your concerns multiple times and addressed them thoroughly. Your director reviewed the final itinerary with our team prior to departure and that was the itinerary that was followed on tour. We are unable to provide a refund for your group.
  
  Our goal for every group is to provide a great educational travel experience. We operate hundreds of successful tours each year and have a 28+ year history of working with student performing groups. Again, we are saddened this situation has resulted in this communication.
  
  
  Consumer Response /* (3000, 13, 2022/08/06) */
  Due to work obligations, I was unable to respond within the deadline. I have spent entirely too much time trying to get this company to understand that they failed in their obligation to produce an audience for a choir performance. Although they provided a couple of examples of how they attempted to communicate the concert, those attempts were weak and done far too late. It is also unfortunate that the choir director of our organization was too nice in trying to get KA to do the right thing during the original communications. Based on KA's misunderstanding of the choir director's expectations of a performance audience (due to KA's incompetence or wilfulness), all of the parents of our choir group paid too much to send their daughters on a predominantly sightseeing tour. It SADDENS me to remember how disappointed the girls were to have NO audience (other than 4 accidental people) at the performance in St. James Cathedral. Although I will forever be appalled at KA's lack of professionalism in responding to our choir's concerns, I am sure that KA will be relieved to learn that I cannot spend any more time on this, and I will have to chalk this experience up to the "Buyer Beware" category. (However, based on the tour company's representative's comment at the subpar dinner on June 18th, where he expressed delight at how inexpensive the dinner was, I would appreciate a refund of the money that KA saved on that dinner.)
  
  
  Business Response /* (4000, 15, 2022/08/08) */
  ********, we are not relieved that you are upset with your tour and as we stated previously are saddened the conversation has taken this path. We want all our clients to have an amazing experience and consistently have hundreds of groups each year who do. Furthermore, we did not misinterpret the instruction about the concert audience as it was clearly stated to us in writing from your group describing the exact situation that ultimately occurred. Your unwillingness to understand the role your documented communication played in that result is part of the reason we cannot find common ground in this conversation. Finally, the meal you mention was exactly on budget with what had been planned and offered to your group initially. We are unable to offer a refund for the meal as it was consumed and paid for at the amount we budgeted. We are disappointed we are unable to find a more amicable resolution together and wish you all the best on your future travels.