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:06/21/2023

  Type:Product 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.

  Refusal to provide refund even though no services were provided, request for refund was issued before service was due to take place. Business did not clearly and conspicuously display its refund policy

  

  Business Response

  Date: 07/17/2023

  Thank you for brining this matter to my attention. The tour that ****************** is referencing did, in fact, operate as scheduled and advertised. In fact, 2 of ****************** party took the tour. He appears to have purchased 3 tickets for the 11:00 AM tour on 11/25. While we held 3 seats, he only arrived with 2 people.
   
  As it shows in the attached image, our policy was clearly communicated and ****************** had to agree to it to continue with his purchase process.

  Customer Answer

  Date: 07/25/2023

  Complaint: 20219181
  
  I am rejecting this response because: 

  Unfortunately I missed this as it went to my junk mail, hopefully you can consider this for the case as I think the business needs to more clearly display their return policy and the employees at counter need to ensure this is communicated to future customers.

  The response from the business is inaccurate:

  1. We did not have a party of 3, it was a party of 4 and none of us were provided the services. See first picture, even though faded - the amounts charged based on their rates at the time correspond to 2 adults and 2 children (7 and 3 year old)
  2. The purchase of the tickets was NOT online, it was at their counter were the return policy was NOT clearly displayed. A return policy is expressed at bottom of ticket AFTER the purchase is made.
  3. No services were provided, as evidence I have my unused ticket. The employees attempted to retain my unused ticket when I spoke to them to request a refund, I declined to surrender my ticket since the service had not been provided and they tore it (as shown on second picture) and took a picture of my order number, not sure to what purpose, but I kept the 2 pieces.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/10/2023

  Can you please ask ***************** to provide his original order number. The details of his response do not match the details I have on file and I'd like to ensure I am providing accurate information. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20219181
  
  I am rejecting this response because:
  1. We did not have a party of 3, it was a party of 4 and none of us were provided the services. See first picture, even though faded - the amounts charged based on their rates at the time correspond to 2 adults and 2 children (7 and 3 year old)
  2. The purchase of the tickets was NOT online, it was at their counter were the return policy was NOT clearly displayed. A return policy is expressed at bottom of ticket AFTER the purchase is made.
  3. No services were provided, as evidence I have my unused ticket. The employees attempted to retain my unused ticket when I spoke to them to request a refund, I declined to surrender my ticket since the service had not been provided and they tore it (as shown on second picture) and took a picture of my order number, not sure to what purpose, but I kept the 2 pieces.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/11/2023

  Guest was refunded

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20219181
  
  I am rejecting this response because:

  I was not refunded, I needed to issue a chargeback with my credit card company after my refund request was denied, I waited several weeks to do so in hopes of a proactive refund from the service provider.
  I would like to understand what corrective action will be taken to inform customers that purchase tickets at the booth about the cancellation policies

  
  Sincerely,
  
  ***************************