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:08/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Here's a revised version of your message:I purchased a Grand Canyon tour that promised a round-trip bus with air conditioning and water. However, after a pit stop on our way to the ************, the ** on the bus stopped working. The temperature inside the bus became unbearably hotworse than outside, where it was 110F. Passengers, including myself, were so uncomfortable that we preferred standing in the sun rather than staying on the bus. Some even tried to open the emergency hatch to relieve the heat.The tour company assured us that a rescue bus with functioning ** would be sent for our return trip, but this never happened. After the Grand Canyon tour, we boarded the same bus, only to find that the ** still wasnt working. To make matters worse, the bus broke down at a pit stop on the way back, leaving us stranded for over an hour without water. This caused many passengers, including myself, to feel nauseous and unwell. I also have pre-existing health conditions that were exacerbated by the extreme heat.Despite these serious issues, the company only offered a $20 compensation, while other customers managed to secure a full refund from where they booked. This experience not only ruined our plans for the rest of the day but also posed significant health risks.Thereafter, we were in contact with the company. We called several times and they told us they would escalate the matter. Finally after a week of calling, we reached the manager, who then said they would have to contact the supervisor. Again, no call was returned. I called again and left a voice mail and no call was returned. After all this back and forth, I would like assistance communicating with the company for a refund. Thank you kindly for your time.

  Business Response

  Date: 09/04/2024

  In July, one of our buses experienced an issue with the air conditioning. The air conditioning system failed at the beginning of the tour; however, our guide did not fully communicate the severity of the situation to us. The bus driver, employed by our partnered company, assured our guide that a backup bus would be dispatched while guests were visiting the ************. Unfortunately, no backup bus was sent. Instead, the driver managed to temporarily restore the air conditioning, and the bus owner made the decision to continue using the bus, assuring our guide that everything was under control.
  The air conditioning functioned for only 15 minutes after leaving the Canyon before failing again. Upon reaching the final rest stop before the end of the tour, the bus driver encountered another issue, as the parking brake could not be disengaged. At this point, our tour guide contacted our office to report the situation. The bus owner was also contacted and attributed the issues to driver error. Despite the circumstances, the bus owner again declined to send a backup bus, resulting in an additional 1 hour and 45-minute delay in the July heat.
  In the days following the incident, we engaged in communication with several guests regarding compensation and the next steps. We acknowledge that the initial offer of $20 per person was insufficient to address the gravity of the situation, and that the resolution process took longer than anticipated. Unfortunately, during this time, we did not reach out to this guest in a timely manner, and we regret failing to reach out to this guest.
  To rectify the situation, we have processed a full refund for the tour. Additionally, we are implementing immediate improvements to our emergency response procedures and ensuring that our guides and staff are better prepared to manage such situations and provide timely communication to guests.
  We appreciate your patience throughout this process and thank you for allowing us the opportunity to resolve the issue. We sincerely hope you will consider giving us another chance to deliver the high-quality experience that we strive to provide.
  
  

  Customer Answer

  Date: 09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************