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Business Profile

Bus Lines

American Heritage Trails, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bus Lines.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Booked a trip with American Heritage Trails in 11/2023Paid $75.00 deposit on11/13/23.Trip was to be in March 2024.On 12/21/23 they received a check for $1724.00 for final payment which was due in 01/24. Received a notice on 01/10 24 that trip was canceled. I would get a refund in 4-6 weeks. Trip- ***********,*****, reservation number 750697,checks 4126,4143. After the initial waiting of the 4- 6 weeks l started calling them and they would always tell me they were working on it. Well,here it is *** already and still no refund! Have went on many,many trips with this company and enjoyed them all except for a few bus break downs.I will no longer be doing trips with them. Don't want to be associated with liars and fraudulent dealings that take advantage of senior citizens. When you pay for a service, you should get that service or your money back.Just want my money back!!

    Customer Answer

    Date: 05/20/2024

    Please see attached.

  • Initial Complaint

    Date:03/19/2024

    Type:Product Issues
    Status:
    Resolved
    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 1/4/24 I called to notify American Heritage Trails that my sister and I had to cancel as she was just diagnosed with breast cancer and we were unsure if and when she could travel. We had submitted a payment of $249 each as a deposit. Their website said a refund for overnight trips would be honored if cancelled within 60 days. Trip was scheduled 4/7, and cancellation was given on 1/4. 90 full days ahead. We have not heard a word. I followed up the phone call with a written request for the refunds on 1/5/24. This company has a history of keeping money and not honoring refunds. They want you to accept a credit. I told them no credit this time as we did not know the full diagnosis yet or her treatment plan. I offered to send biopsy results they did not respond. We had accepted a credit for a previous day trip. Hindsight not sure that was right, because THEY canceled that trip due to not enough people signing up. That really has no bearing on this situation but just tells you the type of business we are dealing with. Thank you.

    Customer Answer

    Date: 04/16/2024

    I did receive my refund check this week.  Thank you, *****************************
    Sent from my iPad

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We had plans to travel with AHT in August of 2023 to ************ and the ******** Lighthouses in September. We went on a Mississippi River Cruise with them on July 30 for 4 days. Our driver for that trip was Shaina. We were in the front and many of us were scared by her driving. On the way home it was worse and we wore our seatbelts. Her manager guaranteed us the she would not be driving on our other trips. I called days before and was assured our driver was ****. But when the bus arrived (late) it was her. I called right then and was told they had a last minute change. we did not get on that bus. Nine days of riding with ****** was not going to happen. I was told we could not have that $3000.00 back because it was last minute. But I was told that We could get the Light House tour money back $1398.00. We have called and e-mailed every week or two since that day and we still have not gotten the refund. We have emails stating we are getting it back but it never comes. Today the person answering my phone call, after i told her why I was calling, forwarded me to **** who never answered . Its bad enough that they wont refund our $3000.00 when we were assured of a safe driver and at the last minute(or so they claim) the bus shows up late with ****** driving, but they are going back on what they assured me about getting this money back. We will not ride with them again and no one else should either. They can't guarantee a safe trip. we have rode with many other tour companies and we never felt scared and unsafe until now. Nearly $4400.00 that they have gotten from us and we have nothing to show for it.I do not know how to upload documents but we do have emails as proof they said they would refund this money. it shouldn't take since August 24th to get a refund. White **** Tours work with them and they should be concerned at the lack of safety shown their passengers too.

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Answered
    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 March 16, 2023 I booked two bus trips with American Heritage Trials one for **** to ******* ************** and one for July 1st to ************ in ****. I paid ****** by check to them. I was able to take the first trip to *******. Around the 22nd of **** I got a letter from them stating they did not have enough people signed up for the trip in July for ************ and they would be sending me my money back within 2-4 weeks. I paid 89 dollars a person and I had four people paid for so it was a total of ****** they were to send me back. I have not received the money back. On July 4th I called to inquire about the money due to it being over 4 weeks and they told me they were working on it. I called again on July 11th to check on it and the guy was rude and told me they were working on it. When I asked if he had a approximate time I would get my money back because it has been over 4 weeks he just told me that they were working on it. He would not say anything else. Here it has been about 7 weeks that I had received the letter stating that I would be reimbursed my money and I have yet to see it. I just want my money and maybe a apology from them.

    Business Response

    Date: 08/24/2023

    As indicated during your phone call of 8/11/2023, your refund was being processed.  Our records show you were refunded in full for the ************ trip on 8/15.  

American Heritage Trails, LLC is NOT a BBB Accredited Business.

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