Complaints

This profile includes complaints for BAM Bus Tours, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BAM Bus Tours, LLC

  On File With BBB Clifford, KY 41230

  
• 

  BAM Bus Tours, LLC

  3186 State Highway 1496 Louisa, KY 41230

  

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:10/22/2024

  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.

  We are not going to be able to take this trip and I have messaged numerous time, sent emails, texted and she responded until she saw what I needed and then no reply. We wanted to sell the tickets but they were very odd about that in text too. They have listed that there is a bathroom on the bus, we found out from other people you can’t use it. The buses are not in good condition and are miserable for travel. I offered to sell my tickets. They won’t respond. Several other people have had issues with this company taking their payment and then completely ghosting them upon request for anything that doesn’t fit their needs.

  

  Business Response

  Date: 11/12/2024

  Our office has recently undergone significant growth, which included updating our website and communication apps, as well as adding new team members to better serve our expanding client base. We are committed to delivering a high level of service and responsiveness as we adapt to these changes.

  In my communication with **** *******, I provided detailed guidance based on our policies and worked diligently to address her needs, including confirming the resale of her tickets and issuing BAM credit for future use. I was surprised to receive a complaint, especially given our interactions, where I consistently aimed to assist her with understanding our policies and finding a satisfactory resolution.

  Please accept my apologies for any delay in addressing this BBB notice. As we continue to improve our systems and expand our team, our goal remains to enhance the customer experience and ensure clear, responsive communication. I appreciate the opportunity to clarify our side of this situation and reinforce our commitment to customer satisfaction.

  To support our response, I have attached five images of communication via text with **** *******, as this is the maximum number of files allowed for upload. I will attempt to upload the remaining images separately to provide a complete record of our interactions.

  If **** ******* has any additional questions or needs further clarification, we would be more than happy to assist her directly.

  Thank you,
  ****** *****
  BAM Travel Tours

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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.

  I had originally paid for a seat on their Destin, Fl, trip on September 23-25th. However, due to extenuating circumstances, I am no longer able to actually go on the trip. I started emailing the company on August 27th, asking what options are available to me. I requested a refund but I knew they might not be able to issue me one; I was okay with them just transferring my credit to a different trip, but that option also wasn’t offered to me. They emailed me back the first time a few days later, and all they wrote was “What’s the name on the trip so we can cancel it?” I immediately replied back, and waited for a reply. And waited. And waited. And they never sent me another email back. I emailed them again asking for an update, but it went unanswered as well. Yesterday, September 9th, I finally gave up and messaged them on ********. I went over the situation once more, and asked for a refund. All they asked in their reply was the date of the trip. I told them and got a reply a few hours later that my trip has been cancelled. They never offered a refund. They never offered to transfer my credit to a different trip. They just cancelled without telling me where the $215 I spent on the trip went to. I asked if there was anything else I needed to do, and if I’d be receiving a refund. This went unanswered. I finally messaged them back this morning telling them I was going to look into making official complaints; the owners read the ******** message and once again did not reply.

  

  Business Response

  Date: 09/14/2022

  Dear BBB, 
  We understand our customer is concerned about why BAM has a no refund policy. Our policy is to ensure the trip remains accessible and to secure the bus for all travelers. The deposit is always nonrefundable or transferable. The seat is transferable to another traveler, but can not be refunded. The seat can be sold and transferred to another traveler, which is the responsibility of the customer, as stated in our policy. This would allow BAM to issue the customer a credit toward a future trip minus the cost of the non refundable / transferable deposit.
  BAM’s Cancellation Policy, as stated in our terms and conditions posted on BAMTrips.com:
  “All Cancellations are considered "Personal" If you, personally, are canceling for any reason - NO EXCEPTIONS! Reservations must be canceled before each deadline stated for that trip and YOUR seat(s) must be sold to someone else to receive BAM credit toward future trips minus deposit stated for that trip. We will do our Best to help you sell your seat(s), but the responsibility is ultimately
  yours. Deposits will NOT be refunded, credited or transferred to another Traveler's Name.”
  BAM would be happy to help the customer sell their seat, but we can not make a guarantee. Our customers agree to the terms at time of purchase. This agreement is what allows our customers to secure their trip.
  
  Thank you, 
  BAM Travel Tours, LLC. 
  ****** *****, Co-Owner  
  

  Customer Answer

  Date: 09/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: it took them 3 weeks to get back to me after making it seem like they were issuing a refund. The company did not give me any information about how I needed to sale my seat until three weeks after my initial email and request for a refund. 
  

  They have essentially given me no time at all to actually sell my seat and I assume they’re only going to pocket the money because I’m no longer going on the trip with a business as unprofessional as this one seems to be. 
  

  I would’ve been satisfied with this reply about a month ago. But now when it’s too late to even sell my seat - or even hope to sell it - I find this completely unacceptable. 
  

  My initial email was sent almost a month before the dates of the trips - had the business given me proper correspondence instead of ignoring every email and message I sent, I may have been able to get my money back. 
  

  But now it seems I’m out $215 for the trip because, as stated, I refuse to travel with this company after being ignored for three weeks before getting any sort of answer. 
  
  Sincerely,
  
  ******* ********