Five Star Tours

Regarding Five Star ToursCase #: [redacted]Consumer Info:[redacted]Business Info:Five Star Tours[redacted]  The 50% was refunded today.   Please see...

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Hi
 
I would like to begin by apologizing for your tour experience.  Unfortunately, our vehicle had an issue. 
 
At this time, we can only offer you a refund of $ 46. 
 
Please advise-

First and foremost,  let me begin by apologizing for your service and your experience with Five Star Tours.
I understand that you are upset about this matter however all customer service issues are completely solved through email and follow up.
Our driver was...

there to pick up the guest at the airport however the guest never made contact with driver and thus we classified this service as a NO SHOW.
Our files indicated the following transactions: 
Date & Time
Customer
Card Number
Batch ID
AuthAmount
SettledAmount
Apr 30 2:11 pm
Thursday, April 30, 2015
[redacted]
- $332.13
- $332.13
Apr 24 10:33 am
Friday, April 24, 2015
[redacted]
$382.13
$382.13 
We gave you a refund of $ 332.13 and only charge the minimum fees for having our driver and vehicle wait for your guest. 
This was done in good faith and you agree to settle this matter accordingly.  
If I can be of any service, please feel free to contact me. 
Thank you- 
[redacted] Five Star Tours

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the...

business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I apologize for the delay.  I have been receiving emails from the Revdex.com and emails were being sent to SPAM/ TRASH folder.  I want to advise you that the service was performed and our staff determined for safety issues that we sent a unmarked van so that we would not put in danger our clients.  I also want to stress out that the guest acknowledge that we do have several terms and conditions that apply to this service.  Several of them give us the right to not guarantee times, locations and if we feel that there is a safety issue to even cancel the service.   The client was advise of the situation and they agreed to the vehicle arriving late to the Airport.  At no time did the client ask for service to be cancelled in which case they would have received their money back.  I have spoke to the driver of the service and he mentioned to me that at no time did he put the clients' safety in question.   The cause of the switch was not a riot but a manifestation of drivers wanting to reopen the Ensenada Toll Road which fell last year.  They were protesting that the Mexican government is taking too long.  In the past, we have encountered situations were these protesters have thrown rocks and items to the vehicles when we are operating.   This is why we did not send out our marked vehicles.  
 
I want to stress out that when crossing international borders, laws and regulations do change and we cannot abide to standard USA law especially when we are operating or driving in this case in another country.  
 
If you have any questions, please feel free to contact me. Thank you!

Regarding this case:
Five Star...

ToursCase #: [redacted]
Consumer Info:
[redacted]
Business Info:
[redacted]
Date Filed: 6/6/2015 11:48:17 AM
 
We cannot issue any refund.  When the client goes on our services they have to accept the terms and conditions.
 
Terms and conditions that will apply and show that we cannot guarantee departure times or any breakdowns on equipment.
 
This is the clause that takes away any claim:
 
t. Company does not guarantee arrival at or departure from any point at a specific time due to circumstances beyond its control such as accidents, breakdowns, traffic and road conditions, storms, etc. and shall not be held liable for claims resulting in delays from such conditions. Company cannot be held responsible for delays or inconveniences due to unknown and/or unforeseen mechanical failures or situations deemed as "Acts of God."
 
Please find attached her confirmation of this trip which I will outline in this email.
 
Thanks-
 
[redacted] General Manager/ Tour Product Innovator
Five Star Tours & Charter Company [redacted] 
[redacted] [redacted] *   [redacted] [redacted] *  [redacted] [redacted] [redacted]        �...⇄ /> [redacted] [redacted] 
[redacted] [redacted] 
[redacted] *
 
Visit our Diverse Tour Products:
Daily San Diego Sightseeing Tours: www.citytoursofsandiego.com
Party Bus Services: www.sdbusparty.com
Brewery Tours: www.sandiegobrewtours.com
Winery Tours: www.sandiegowinerytours.com
 
[redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Company claims "We always inform our guests through telephone, email and any means to inform them that parking is such a big issue especially in Downtown San Diego." This is untrue. I have three different emails from the company and parking is not even mentioned in any of the three. We were not informed in any of the calls, or any other means for that matter. The company is being illogical. If all parking structures were closed in a one mile radius, what were we to do with our vehicle?  Why is this company strong arming it's guests? My boyfriend and I have every intention of returning to San Diego within the year and it would have been so nice, to just take the tour when we returned had the company not lied, been illogical and unethical. This company has made egregious claims on its [redacted] towards other consumers and myself on [redacted].  My boyfriend and I were actually very understanding and cooperative with the tour company when they cancelled our 11:30 tour, why can they not reciprocate the understanding and consideration?In regards to my original outcome request, I am only asking at this point for the company not to intercept the charge back. I don't need any one from the company to lift a finger. I am also asking that the Revdex.com to reprimand this company and inform them on how to become a better business that does not cheat people out of money.
Regards,
[redacted]

Hi
We need a credit card or something so we can issue refund.
We do not keep any cc information on file.  
please contact me via [redacted]@fivestartours.com or 619.232.5040.  Thank you-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We were not informed about the riots in advance, we could have cancel our trip. they mention safety well  driving at high speeds and passing on no passing zones does not constitute safety period. it is a lousy buisness that is operated by a group of people that have no customer skills period. and about the riots it was all orchestrated because they had to find an excuse for not picking us up on time. we were in Ensenada Mexico for three days use taxis all over the place not ever was riots mentioned or people hurdling rocks at passenger vans. we met a taxi driver we have his buisness card he can vouch for the false remarks made by five star tours.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The comment by this business is in the same vein as the previous communications I have had: rude, nasty, and lacking all politeness or customer service. Saying "read the contract" after being hours late, and offering zero compensation, ensures that this business will remain at the bottom of the barrel in terms of repeat business.
Regards,
[redacted]