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:04/17/2025

  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.

  Business Name: Jupiter Legend Corporation Location of Incident: *****, ******* Complaint Description:We had a family tour with Jupiter Legend Corporation in April 2025, and it was an extremely distressing and unsafe experience. The following serious issues occurred:1. The driver repeatedly drove the wrong way and made dangerous lane changes, putting all passengers at risk.2. There were hidden cameras and audio devices in the tour vehicle without our consent a clear invasion of privacy.3. The company falsely claimed that we had to pay government fees to access Key West ($35 per person, cash only). No official receipts were provided.4. My 5-year-old child was threatened with a $250 fine for quietly eating a cookie in the vehicle the snack caused no mess.5. I suffer from kidney stones and urgently needed a restroom stop. The driver refused to accommodate the request and instead mocked the situation.6. The driver made a discriminatory comment about California tourists, which was offensive and unprofessional, especially as we were from ***********7. When we voiced our concerns, the driver abandoned us at the hotel with no resolution or support from the company.8. The company completely ignored our complaints. No timely correction was offered, no reasonable solutions were given, and there was no follow-up or accountability.

  Business Response

  Date: 04/17/2025

  Dear *****,

  We sincerely apologize for failing to provide you with a perfect travel experience. Regarding the issues you raised, please allow us to respond as follows:

  1. Reckless driving is strictly prohibited for our tour guides. Based on feedback from other guests in the same group, the driver did not engage in such behavior. Of course, if you can provide video evidence, we would be happy to take appropriate disciplinary action against the driver based on the materials you provide.

  2. As we have explained to you multiple times, there are no so-called hidden cameras in the vehicle. The only device installed is a dashcam, which is legally permitted.

  3. Regarding the $35 fee for the Key West attraction, this is one of the mandatory expenses clearly stated in the product disclosure, not a "Government fee." You were aware of and agreed to this when purchasing the product.

  4. The tour guides intention was to politely remind you to maintain cleanliness in the vehicle, not to "threaten" you. We have already reprimanded the guide and instructed him to improve his communication style to avoid misunderstandings. Additionally, based on the attached photos, the situation does not appear to be as you described ("NO MESS"). Please refer to the images.

  5. Normally, we schedule restroom breaks based on the itinerary's distance. However, if you have an urgent need to use the restroom at any time, you may inform the driver/guide, and they will assist you in finding a suitable location.

  6. We strictly prohibit tour guides from making any discriminatory remarks, regardless of the context. If you can provide additional audio or video evidence, we will impose the strictest penalties on the guide once verified.

  7. On the day you refused to board the vehicle, the guide offered you three solutions:
       A. Board the vehicle, where he would demonstrate the dashcams functions and assure you that there would be no privacy violations.
       B. Arrange a different vehicle and assign a new guide.
       C. If you insisted on leaving the tour, you would need to sign a withdrawal agreement.
  Unfortunately, you rejected all three options. As the guide could not keep other passengers waiting indefinitely, he had no choice but to depart.

  8. After you escalated the issue to our Quality ******************* we immediately contacted you, the guide, and your travel agent in an effort to resolve the matter promptly. Regrettably, all feasible solutions we proposed were declined.
  

  In summary, based on your additional comments:

  1. Per company policy, the guide is not permitted to contact guests after a complaint is filed. Our department sincerely apologizes on behalf of the company.

  2. We must reiterate that our vehicles do not have any hidden cameras, nor do we engage in any privacy violations. Our company reserves the right to pursue legal action regarding false accusations.

  3. Regarding the fees, we have already provided explanations above. Unfortunately, we cannot issue a refund for these charges. We appreciate your understanding.
  

   We acknowledge that the guides service shortcomings led to misunderstandings. As a gesture of goodwill, we are willing to refund the guides service fee of $168 and have already communicated this solution to your agent. If you agree, please coordinate with your agent, and we will process the refund accordingly.
  

  We sincerely hope for your understanding!

  Best regards,

  **** ****

   

• Initial Complaint

  Date:07/29/2024

  Type:Order 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.

  (06/10-06/17)Our 8-day trip with Jupiter Legend Corporation | Universal Vision was significantly marred by the unprofessional and negligent behavior of the tour guide and the company's lack of appropriate response. From the start, the tour guide failed to provide essential contact information and the airport pick-up location. Throughout the trip, the guide attempted to shorten the itinerary, possibly exploiting language barriers among non-English speaking tourists. When confronted, he responded aggressively and rudely.The guide acted vindictively due to our complaints to his company, unfairly reassigning our seats on the bus without proper reason and threatening to call the police when we demanded an explanation and refused to move. Later, a senior member of our group got lost in **************** due to the guide's unexpected change of the bus's pick-up location. His response was to leave us to find our lost member and find our own way back to the hotel for the night.On the fifth day, the guide demanded a mandatory tip, threatening to end the trip if we did not comply, demonstrating highly unethical and coercive behavior. He claimed this was mandatory company policy, raising serious concerns about the integrity of Jupiter Legend Corporation | Universal Vision. We have video evidence of the tour guide forcing a tip and threatening the rest of the trip if we failed to comply.We were threatened multiple times by the tour guide, and despite being in constant contact with the company throughout the trip, they failed to take appropriate action and manage their tour guide adequately. These incidents caused significant distress and inconvenience, reflecting a severe lack of professionalism and care from both the tour guide and the company.

  Business Response

  Date: 08/01/2024

  Dear Customer,
  
  1. The guide provided the necessary contact information and drop-off location to all of the customers, if not, the tour could not operated normally, one of your group failed to listen to the guide's message and got lost.  There was no signal in ***********, and the guide had to spend nearly 2 hours looking for your member. This is an occasional situation and the guide tried his best to find you. Please understand.
  
  2.  The tour guide did not shorten the trip, the stops at the attractions were managed according to the itinerary listed on the website.  The specific time of the Antelope Canyon excursion was determined by the local Indian guide, and the actual number of tourists entered the valley.
  
  3.  Usually, the seats were changed every two days to ensure fairness for everyone.
  
  5.  Service fee were listed on the website that the customer need to pay, but the mandatory method was not allowed. Finally, you refused to pay service fee the entire itinerary, totally: $384.
  
  We have responded to your complaints before and provided reasonable solutions (willing to provide with up to $200 as compensation for your unsatisfy with guide service, on the basis of that you did not pay the total service fee $384 ).  However, you did not accept the amount we offered and asked for more. During the trip, your tour fee included the transportation, hotel and itinerary arrangements, as all resources were used during the trip,  we regret that we were unable to meet your unreasonable demands.  Hope our offer could help you! Feel free to contact us via *****************

   

   

  Customer Answer

  Date: 08/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We appreciate the company's response but must clarify several points. Firstly, contrary to your claim, the tour guide did not initially reach out to provide his contact number or the airport pick-up location as promised. We had to contact your company ourselves to obtain this information, and I have call logs proving that I was the one who initially reached out to the guide the night before our trip. Furthermore, your acknowledgment of the lack of signal in *********** raises concerns about the usefulness of providing contact information in such circumstances. We were not the only group that had a member "lost"; the guide switched the bus pick-up location to a different parking lot than where we were dropped off, which resulted in a vulnerable member of our group getting lost. The guide did not assist in the search for our missing group member; instead, he stood by and directed me and another group member to search while he remained stationary. After an hour of unsuccessful searching, the guide's solution was either to give up searching and return to the hotel for the night or for us to continue searching on our own and find our own way back. I had to seek help from a Yellowstone ranger, who can attest that the guide made no effort to assist us.

  Regarding the itinerary, while the trip was not shortened, this was only because I filed a complaint on the second day after the guide attempted to communicate changes exploiting language barriers. Despite visiting all the attractions, the itinerary was altered without prior communication, moving some attractions to different days. The mention of the Antelope Canyon excursion is irrelevant, as none of my group members attended, nor did we raise any complaints about it.
  

  On the matter of seat reassignment, while we were informed that seats would change every two days, our group was singled out and asked to move to the back after just one day without any valid reason. When we confronted the guide about the unfairness, he provided no explanation other than claiming he had the right to make such decisions. The reallocation in our specific situation seemed retaliatory and was handled with hostility. Upon our refusal, he threatened to remove us from the bus and involve the police. However, after I fluently explained the situation to the police, the guide attempted to resolve the matter.

  Regarding the service fees, while we were aware of the tour fee and paid it upfront, the guide's demand for a mandatory tip/service fee under threat of terminating the trip, was both coercive and inappropriate, as tips are discretionary and should be based on service quality.

  Despite your company's acknowledgment that service fees are not mandatory, you included them in the compensation discussion. Given the daily communication with your company from day two about the guide's behavior, and the lack of adequate response, we find the offer of $200 for four peopleamounting to $50 eachinsufficient and unjust. We are not requesting an unreasonable amount but rather a refund of the tour fees for the five out of eight days marred by significant issues. The ethics displayed by your company throughout this ordeal have been disappointing and raise serious concerns about your business practices. We find the offer of $200 inadequate compensation for the distress and inconvenience caused, especially given the guide's unprofessional conduct and the company's insufficient response to our complaints during the trip. We request a more appropriate resolution that adequately reflects the seriousness of the issues encountered.
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/10/2024

  Dear *****,

  Thank you for your reply. It is your right to raise reasonable claims that you agree with, although we still cannot reach a consensus on this incident.

  
  Please note that the compensation plan of US$200 is for a total of 4 customers in this order, not just one customer. This is also our company's final compensation plan. Please  accept our apologies for the inconvenicence this matter has given you.

   

  Sincerely,

  ***********************

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   
  Thank you for your clarification. I understand that the $200 compensation is intended for all four members of my group, but I must reiterate that this amount is inadequate given the significant issues we faced during the trip. A total of $50 per person does not fairly compensate for the distress, safety concerns, and overall negative experience caused by the guide's actions and your company's insufficient response.
  I have made my position clear regarding what I believe to be a fair resolution. If this is indeed your final offer, then I must express my disappointment with how this matter has been handled and consider other avenues for resolution.

  Its clear that we are not making any progress toward a fair resolution, as your company continues to refuse to reconsider its position or take any meaningful steps back. Your unwillingness to provide reasonable compensation, despite the evidence and detailed explanations I've provided, leaves us unable to reach a satisfactory agreement. I had hoped for a more constructive approach to resolving this matter, but it seems we are at an impasse.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/12/2024

  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.

  Dec 11, 2023 with Agent pally travel service, *** we booked Dec26/23-Jan01/24 ******* ******** +************+**************** 7Days 6Night tour which operated by Jupiter Legend corporation located at ******** for ************************* and *********************.However the 7 days 6 nights tour turned out to be nothing but a fraud. First, even the name is 7 days and 6 nights tour there is no tour for the Dec 26 and Jan 1. Second, tour supposed to take team to ************ for new year eve, it didn't happen.7 days 6 Night tour ended only 4 days tour. Third, false advertising. The traveling agent advertised the tour is good for elderly customers which is not. The tour guide convinced everyone in the team(7 people) that new year eve *********** is too cold and too much traffic not worth to go.

  Business Response

  Date: 01/13/2024

  Dear customer,
  Thank you for reaching us! We have been trying our best to help you out in this issue, we just reached an agreement with you on 1/3/2024 and got a signed paper from you confirming our offer on 1/11/2024. If you have any other questions, please feel free to contact us any time. Now please allow me to make some explanations as below:
  
  Since we received the call from you that your parents were complaining that the tour guide barely didnt offer any explanation, after serious investigation,our tour guide provided as much explanation as he could, other customers on the tour was very satisfied with the tour guide ***** . This tour was supposed to take the team to ************ for new years eve. Tour guide was responsible to give the tips for the weather and traffic during the activity. But one of the customers on the tour decided not to go for the cold weather, so were your parents. It is all on their own will. We will not push to make any decision.
  
  We do advertise this product as elderly friendly by providing the hot water and helping them to check in the flight and say goodbye at the security check. The itinerary also made some improvements in the favor of elderly. we are sorry it did not get a positeve comment, we will try to make more improvements in the future.
  
  Finally, we dont see any obvious mistake or violation of the rules, however,we would like to offer the refunds of the service fee for 4 days $96 and $100 future travel credits considering your negative experiences and sincerely hope you and your parents can join another tour in the future to get a better one.
  Quality ******************

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1, the business doesn't dress the real issue 

  2, the business have not pay me back the refund they promised 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/24/2024

  Dear customer,
  
  Thank you for reaching us! We reached an agreement with you on 1/3/2024 and got a signed paper from you confirming our offer on 1/11/2024.
  But then you complained again via BBB, we thought this is not match with the agreement that you signed, we did not understand why you agree the compensation but then you said the issue did not sloved, so we did not pay for you the refund. If you have any other problems, you could contact us to help you solve. 

  
  Regarding the false advertising you claimed, we do not agree with that, we do advertise this product as elderly friendly by providing the hot water and helping them to check in the flight and say goodbye at the security check. The itinerary also made some improvements in the favor of elderly. Your parents also expressed his appreciation to the guide!

  
  All the price you paid on the tour also got your agree and was voluntary. All the payment information got your agree and signed for confirm!
  Service fee $96 we also agree to refund.
  Hope the explanation could help you and feel free to contact us if you have any other problem!

• Initial Complaint

  Date:07/31/2023

  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.

  I was on part of a group tour led by Jupiter legend corp of universal vision travel agency from ** to MA for a two day tour from July 22, 2023 to July 23, 2023. I would like to file a complaint for the unacceptable arrangement of an insecure and low quality hotel, and price fraud to the travel agency. The incident happen at or about 9:30pm on July 22, 2023, we were told that the group were to separated on staying at two different hotels, ******************* and ************* hotel at cape cod, me and my family were placed at the second hotel. We reliaze the second hotel was a drastic decline in quality as this is a 'motel', and we spend the next 1 hr 30 min trying to get in contact with the travel agency but no active communication was received. During that time we felt unsafe as we were harass by stranger by whistle and loud music. Furthermore, the interior of our room exhibited more evidence of low quality hotel such as: broken water faucets, detachment of handle inside the shower, bugs on the mattress, that raise serious health and safety hazards for us that is staying these rooms tonight. We have again reflect these situations with the tour guide and the travel agency, but again no response and help were provided. This led us to suspected fraud from the travel agency because we pay the same amount of money to be on this tour and was treated differently without any explanation or compensation. A quick ****** search reassure us that there was indeed a price difference between the two hotels with ************* hotel at around $139 compare to ******************* at around $157. Upon the time of submitting this complaint we have not yet received any apoplogy from the Jupiter legend corp of universal vision travel agency despite the fact the travel agency is fully aware of the situation.To conclude, We are requesting an official letter of apologize from the travel agency and refunds the cost of hotel due to the incident occurred last night on July 22, 2023.

  Business Response

  Date: 08/12/2023

  Dear Customer,
  
  Thanks for reaching out to us. Our sincerest apologies for not providing the perfect tour. On behalf of the Quality Control Department, please allow us to make the following explanations:
  
  Regarding the hotel level,  as there is no unified star rating in *****************, so our company has disclosed it on our product page that the hotel's level is based on ************* review score as a reference.(please see the attachment)
  The product you booked is our Sliver product, hotel level should be 6.5+review score on the ***********.
  The hotel you live on 7/22 was ************* West Yarmouth,**, review score on *********** *s 7.5. Matched the product standard.
  Please understand, according to the hotel resources, same tours customer may be arranged at different hotel, but all the hotels should match with the product standard which disclosed on the web.
  Regarding the harass by stranger by whistle and loud music,our sincerest apologies it was out of our control, but the police arrived and handled it.
  About the sanitation and facility of the hotel, we forwarded your feedback to the hotel,they refuse to make compensation as they said all the room were cleaned before check in.
  Still,considering your experience, we would like to refund $30 for the room which had problems.
  If you agree,please let us know, you can contact us via ******************Feel free to contact us!

   

  Quality Control Department

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  - Took a tour with the company from Jun *****, 2023. Paid a total of $1176 for 2 people.- The tour left from ************* and went through *********, *********, Antelope Canyon and etc, arriving back at ************* on the final day Jun 28 2023.- We stored luggage in the bus undercarriage storage compartment in the morning of each tour day, but it cannot be found at the end of the tour when we arrived back in *************. The tour operator believe another passenger took our luggage.- *********** said they are not responsible as passenger should be guarding their own luggage. This is not reasonable as the luggage are stored in bus undercarriage storage compartment and we cannot access nor can we guard it at all times.- We tried to reach out to tour agency for help but they only mentioned they cannot find the luggage and is not willing to provide any compensation.- The luggage contains 5 thousand dollars worth of personal items like purses and clothing. In addition, important personal documents were also in the luggage causing great inconvenience.

  Business Response

  Date: 08/12/2023

  Dear ********,
  Our sincerest apologies for the lost of luggage, we tried our best to help you find it, one of the customers on the same tour called us and said he took the wrong luggage and left a phone number and address, but when we contact him with this phone number, we could not get in touch with him. We also provided his contact information to you. We feel so sorry that we could not find your luggage.Please understand. We does not provide checked baggage service and assumes no liability of any kind for items/baggage placed onboard or underneath the bus in its baggage bins. Customers are responsible for placing your bag into the baggage bin and retrieving it at their destination. However, we still want to provide $250 as a compensation to you. If you agree, you could contact us via ****************** Feel free to contact us.

  Quality Control Department

  
  

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No compensation has been received to date.

  Jupiter initially requested me to provide all the receipts related to lost luggage to prove the amount of loss ($5000+).  After providing all evidence, Jupiter then only offered $250 dollars which is way too low compared to the lost amount. In addition, Jupiter has been ignoring direct email to request legal contact information.  

  Please ask Jupiter to reply directly to my emails.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/18/2023

  Dear ********,

  Our sincerest apologies that because you did not agree the compensation of $250, so we did not proceed the refund. If you agree that, please contact us via ****************** we will help you! Thanks!

  Customer Answer

  Date: 10/24/2023

  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. Please ask the business to email me directly at ************************** to provide the compensation they mentioned in the response. 
  
  Sincerely,
  
  *********************