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Business Profile

Tour Operators

Personalized Tours & Coaches

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:08/08/2023

    Type:Order 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.
    On approximately 2-3-2023, ******************************* (***********************************************************) and I each mailed checks for $266.00 to Personalized Tours, Inc. (PT) for the 5-16-2023 production of "********" in ********, **. Per PT's flyer, "One day tours are NON-refundable. Full payment due with reservation." Prior to 2-3-2023, I called PT at ************; and was told we would be picked up at 10AM on 5-16-23 in a ********* parking lot and would be returned to the same parking lot on 5-16-23 at 5:00PM. On 5-15-23, ********************** received a phone call from PT saying that we would be picked up at 3 PM and returned at 12 midnight on 5-16-23. ********************** responded that it was not possible for us to attend this production due to the pickup and drop-off time changes. On 6-5-23, I sent a letter to *****************************, President of PT, requesting refunds to ********************** and me since PT changed the pickup & drop-off times, this tour was not what we had contracted with PT, and the option to apply the $266 to future tours was unacceptable. No tour in their future list interested us, and PT still had the option to change any one-day tour any time; whereas we, the consumers, had no protection from future changes made by PT to their one-day tours and future rollovers of our money. On 6-30-23, I sent another letter to ********************** since I had not received a response to my 6-5-23 letter stating she or her employee changed the time for the pickup and drop-off, and we had not canceled due to our error or our misunderstanding or our whim. On 7-10-23, I received a letter from ********************** stating we were the only customers unable to accommodate the schedule change, ********************** "sounded grateful" for the credit, credits are outstanding indefinitely, and ********************** had spoken with legal counsel regarding my assertion that we "did not receive a refund,'' was inaccurate and slanderous. We contend PT's policies ********** and are unfair to customers.

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