Complaints

This profile includes complaints for Gray Line New York Tours, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gray Line New York Tours, Inc. has 4 locations, listed below.

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  Gray Line New York Tours, Inc.

  1430 Broadway Rm 507 New York, NY 10018-3064

• 

  Gray Line New York Tours, Inc.

  49 W 45th St Fl 5 New York, NY 10036-4603

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  Gray Line New York Tours, Inc.

  254 W 54th St New York, NY 10019-5516

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  Gray Line New York Tours, Inc.

  900 8th Ave New York, NY 10019-6498

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:04/11/2023

  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.

  Date/Time:3/26/2023 11:57 AM Amount: $138.00 Service Promised: Boat tour to see ***************** Booking Ref#: ******** Nature of Dispute: A rep from company met us walking into the area for tickets. He met us a bit of the way from the actual dock but was wearing uniform for Gray Line Tours. He asked if we wanted the long 6 hr tour, in which we would have to go to the building, or if we wanted the shorter tour which he sold the tickets for. We chose the shorter because we had a flight that evening. He told us the next boat left at 12:30 pm so we purchased the tickets. After seeing the charge was $138, we thought that was high because we saw tickets online for around $60 PP. We figured we'd got taken but went with it assuming we would still get the tour. When we got to the dock, a lady there (not affiliated with Gray Line) advised us no boats leave at 12:30 and the next tour was full and she didn't know why he told us this. She told us to go back to the rep ****** and ask for a refund and not to take no for an answer because he might tell us they can't do refunds but they definitely could. So we went back to **** and told him what happened. He apologized and did something on his handheld machine stating that he was giving us a refund in which we should see in a few days but if not, to call the number on the receipt he gave us. He showed us on the machine where if said refund but the receipt he gave us did not reflect that. We checked our bank and after a week there was still no refund so we called the number. A lady answered who was very rude and told us that we would have to prove we did not receive the service and told us we could email the receipt to ************************************** so we did. We still hadn't heard anything back as of last week so we filed a dispute with our bank. This was done on our debit card and our dispute was denied, again showing why we were entitled to a refund. Very sad that we were scammed by this company as unbeknownst tourists!!!

  Business Response

  Date: 04/13/2023

  Hello,

   

  Please note that the refund has been processed today. The client should be able to see their funds back in 3-5 business days.

   

  Best regards,

  ******