GotoBus

To Whom It May Concern,Thank you for contacting TakeTours.comWe really appreciate your feedback and we sincerely apologize for any displeasure you may have encounteredTo clarify, TakeTours is not a tour operator, instead we are a third party, in that we list services online and allow you to
choose which service to takeYour travel was booked with * * * ***Customer satisfaction is incredibly important to us and we will respect your decision to voice your displeasure. On the tour page (http://www.***.html), we listed the info under "Price Excludes",Therefore, we can't honor the refund requestThank you for taking the time to send us your feedback and have a wonderful dayShould you have any further questions, please feel free to contact us via email.Best regards,TakeTours.com

Dear *** *** ***,We apologize for any inconvenience,TakeTours.com is third party booking agent, we would have to follow tour operator's policyWe understand unexpected events do happen, that is why our representatives tried all possible ways to assist you to get your loss to the
lowest levelHowever, we did not had much luck, since Tour operator had pre-arranged all services for your group already, last minutes cancellation will not give them much chance to reimburse these services, hope you would understand.If you have purchased any travel insurance for this case, we suggest you to contact your insurance company and see how it goes.Please feel free to contact us if you have any further question. Best Regards,TakeTours.com

Dear Sir/Madam,Thank you for bringing your concerns to our attentionI'd like to apologize for your recent disappointment with the bus operator's service due to the delay you experienced on your tripSimilarly to the airline industry, the bus carriers are unable to guarantee arrival and departure
timesCarriers try to maintain on-time departures and arrivals as best they can, unfortunately due to various circumstances (e.gtraffic, severe weather, road closures, mechanical issues etc.) buses can experience delaysFor the record, please check attached file/picture that *** *** *** changed the status of the bus to "Delay".We are sorry that *** *** *** did not provide a satisfied service to our customers, we will issue the refund for your ticket.Should you have any further questions, please do not hesitated to contact us! Best regards,Customer Service TeamGotoBus.comE-mail: [email protected]://www.gotobus.com

TakeTours We apologize for the delayed response to *** ***’sComplaint ID ***Our management and complaints team have worked very hard to analyze and study this complaint case to give the best possible response.Thank you for taking the time to communicate to us why
3-Day Niagara Falls, Washington DC, Watkins Glen Tour from New York/New Jersey Tour Code:*** (EC3) did not meet your expectationsWe have every desire to address your needs to our tour vendor and provide the best solution available to resolve your issue as best possible. To clarify TakeTours is not a service operator; we are a ticketing agency for other tour companiesWe state online on our Terms and Conditions that: “THE TRAVEL SERVICES AVAILABLE ON TAKETOURS.COM ARE PROVIDED BY INDEPENDENT CONTRACTORS ("SUPPLIERS") THAT ARE NOT AGENTS OR EMPLOYEES OF TAKETOURSUNLESS PROHIBITED BY LAW, ORDINANCE, OR REGULATION, TAKETOURS DOES NOT ASSUME LIABILITY FOR ANY ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE OR LOSS, INCONVENIENCE, LOSS OF ENJOYMENT, MENTAL DISTRESS OR OTHER SIMILAR MATTER, DELAYED DEPARTURE, MISSED CONNECTION, SUBSTITUTION OF SERVICE OR ACCOMMODATIONS, TERMINATIONS OF SERVICE, OR CHANGES IN FARES AND RATES, AND/OR CANCELLATION OR DOUBLE BOOKING OF RESERVATIONS BY THE SUPPLIER”. Based on the complaint that Ms*** *** presented to TakeTours, Ms*** requested the full refund for the tour that she voluntarily dismissed on her ownThe total amount payed was $USD currency which were refunded in full as customer disputed through the bankBased on the previous emails with our complaint department we do see that tour operator offered change of room as hotel was also willing to cooperate and also $dollars were refunded to customer when dismissed the tour voluntarilyPlease accept our sincerest apology for any trouble or inconvenience we have caused youAgain TakeTours highly appreciate your feedback as if will assist us to becoming better at what we doAs with any business like ours, the greatest advertising we can have is word of mouth from satisfied customerIt’s TakeTours goal to retain you as a satisfied customer and will hope to serve you good again in the future. Best Regards,Take Tours Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 Your response to our complaint is not acceptable.  We deserve to be compensated and/or reimbursed for the inconvenience, anxiety, tension, and loss of wages that we have to endure due to your negligence and unprofessional conduct.  Let me reiterate the problem - we bought the following product from your website - it says: 1. 3-Day Antelope Canyon, Zion National Park, Bryce Canyon Overnight Tour from Los Angeles/Las Vegas (AC3).   The "/" slash between Los Angeles/Las Vegas means that the tour starts in Los Angeles AND Las Vegas meaning you pick up passengers in Los Angeles and Las Vegas.  It does NOT mean that the tour begins in Los Angeles and ends in Las Vegas.  There is NO MENTION anywhere in the brochure that the tour begins in Los Angeles and ends in Las Vegas.  There is NO MENTION anywhere in the brochure that the passengers who boarded in Los Angeles will have to make their own travel arrangements going back to Los Angeles.  Your "important information" did NOT MENTION anything about this otherwise we would NOT HAVE BOOKED THIS TOUR!!!  Even your representative DID NOT mention this when I was making the reservation!!!!2. Your brochure says "Return.  Tour will return to [redacted] Hotel around 6:00pm."Of course you have to return to Las Vegas to drop off the passengers that came on board.  Again there is NO MENTION about not going back to LA. How can you just dump your passengers after the tour?  This is the first time ever that a tour does NOT go back to its origination point.   No, your response is NOT acceptable! 
Regards,
[redacted]

Dear [redacted],Thank you for contacting GotoBus. We really appreciate your feedback and we sincerely apologize for any displeasure you may have encountered. To clarify, GotoBus is not a bus operator, instead we are a third party much like [redacted], in that we list services online and allow you to...

choose which service to take. Your travel was booked with [redacted] Travel Bus. Customer satisfaction is incredibly important to us and we will respect your decision to voice your displeasure. We will pass your words to [redacted] in order to improve their services in the near future.Regarding the refund issue, as per record on the system(attached) that travelers had checked in all the tickets on 12/30. We have helped customer rescheduled the tickets to another day for the return trip as well, also passengers had used the return services too. Unfortunately, all the services were provided and we will not issue the refund for these tickets. Please understand.Thank you for taking the time to send us your feedback and have a wonderful day. Should you have any further questions, please feel free to contact us via email.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
That “evidence” is simply the email I already acknowledged that I received. I think I may be getting confused with another customer because I absolutely was not able to get in contact with anyone on the phone. I called the number listed on the gotobus site: 617-354-2101, but was immediately disconnected when attempting to connect with a customer service representative. I tried this several times with no luck so I resorted to e-mail.Anyways, this doesn’t address the issue that I was charged and e-mailed later after the site took a long time to load then crashed with an error page stating my transaction was not complete. Imagine if you went to the store to buy something but the merchant said your purchase was not complete, but you later come home to find a bill and confirmation letter in the mail. That’s basically what happened and by forcing me to pay for this, the company is refusing to acknowledge the issue with their website/transaction process and making me pay for this mistake on their behalf.This was not an adequate transaction or confirmation and I don’t believe it is a reputable way to conduct business. This matter is certainly not resolved to me, I would like to be refunded, for the company to practice better customer service and accountability, and more importantly for their website to be fixed so this doesn’t happen to future customers.Regards,
[redacted]

Revdex.com:I appreciate you providing the phone number to the bus company however I am finding it very difficult to get ahold of anyone who can help me.  Either my calls go unanswered/ unreturned or no one who answers seems to know what I'm talking about nor are they intent on assisting me.  Do they have an email address for a manager or customer service line that you can provide?  I am still unsatisfied with the refund your company offered me.. I find it difficult to believe that your company policy is to only refund a portion of the cost of a ticket for a service that was not provided.  $50 does not even cover the cost of a one way bus ticket and as the receipts I sent in my previous email show, I paid more than $50 and demand a full refund for a one way ticket.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Your tickets for Mar 31 have been rescheduled to Apr 1. And the tickets haven been used on Apr 1. Therefore, there have no refund can be honored. Thank you for using our service.

Revdex.com:
I was not notified about cancellation policy when I spoke to the customer service on January 31st and it is not stated anywhere at the boocking confirmation that I received by e-mail 
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
At this point, we are not interested in taking anymore tours with TakeTours/[redacted]. We would like a partial refund for our trip in the amount of $188 which is half of the price we paid for the trip. We are not willing to accept anything less. Two attempts were made to reach the hotel front desk to inform them about the bug problem in the sink and the fan which wasn't blowing out air.  No one answered the phone at the front desk.  Furthermore, we were greatly inconvenienced by not having the use of the bathroom and being dropped off at the end of our trip in Downtown Oakland at 10:30pm.
Regards,
[redacted]

Dear [redacted],Thank you for taking the time to share your experience and we sincerely apologize for the unpleasant experience you had during the trip.While Taketours.com only works with reputable tour companies to ensure the best travel experience and most memorable time, when your travel...

experience did not meet your expectation, you deserve an explanation besides an apology.We have located your booking and your travel was booked with [redacted]. Customer satisfaction is incredibly important to us and we want to let you know your email has been forwarded to [redacted]. Please allow the complaint department 1-3 business days to work on the case.The TakeTours Teamhttp://www.taketours.com

To Whom My Concern,   We apologize for the delayed response to [redacted]. Complaint ID: [redacted]. Thank you for taking the time to communicate to us why our 3-Day Grand Canyon South Rim, Las Vegas Tour from Los Angeles Tour Code: [redacted](GC3) did not meet your expectations.   To clarify TakeTours is not a service operator; we are a ticketing agency for other tour companies. We state online on our Terms and Conditions that:    “THE TRAVEL SERVICES AVAILABLE ON TAKETOURS.COM ARE PROVIDED BY INDEPENDENT CONTRACTORS ("SUPPLIERS") THAT ARE NOT AGENTS OR EMPLOYEES OF TAKETOURS. UNLESS PROHIBITED BY LAW, ORDINANCE, OR REGULATION, TAKETOURS DOES NOT ASSUME LIABILITY FOR ANY ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE OR LOSS, INCONVENIENCE, LOSS OF ENJOYMENT, MENTAL DISTRESS OR OTHER SIMILAR MATTER, DELAYED DEPARTURE, MISSED CONNECTION, SUBSTITUTION OF SERVICE OR ACCOMMODATIONS, TERMINATIONS OF SERVICE, OR CHANGES IN FARES AND RATES, AND/OR CANCELLATION OR DOUBLE BOOKING OF RESERVATIONS BY THE SUPPLIER”.   TakeTours has been investigating Ms. [redacted]’s complaint case closely along with the West Coast Holidays cooperation and have come up with the following explanations. In customer’s statement it is claimed that the tour guide’s English is bad in regards to his pronunciation; unfortunately west coast holidays  tour guides are bilingual with English and Chinese. With English as second language you may always encounter some accent pronunciation that is why we have a special “language”  note on the website for customer’s reference: ·         Language: All tours are escorted by professional bi- or multi-lingual tour and/or driver guides (English/Chinese). Depending on the number of passengers booked for a particular departure, tours and/or languages may be combined to operate the tours.   As far as the complaint for tour guide talking about being the “Las Vegas mafia”, west coast holiday explained that the tour guides are now describing the social public order in Las Vegas, since the Las Vegas shooting incident took place in October 2017, tour guides have been given security reminders to tourists, as standard process now; however because this is a serious topic we check further orders from this group and we have not receive any other complaint in regards to this.   We sincerely apologize to Ms. [redacted] and her party for the inconvenience experienced on the tour; however based on the events, explanations and investigations we are unable to offer any refund as they have taken and completed this tour.  As well as everything stated at the price includes section was provided and attractions mentioned were covered.   Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again Take Tours highly appreciate your feed back as it will assist us to becoming better at what we do.   Best Regards, TakeTours.com

Dear [redacted],We appreciated your feedback and comments, and sincerely apologized for the unpleasant experiences you had with the tour operator.As third party booking agent, Taketours.com, we work with many tour operators. For this case we would have to further investigate with tour...

management. Could you please specify the mandatory fee, that you and your family members had paid, was for which service? We do realize there was a statement on the page as following:A mandatory service fees: Minimum $8 / day / person should be paid in cash to tour guide and the bus driver as a service fee. Any child / Infant reserving a seat will have to pay the service fees as well. Ex: 2 people taking a 2-day tour would pay: $8 x 2 (seats) x 2 (days) = $32.If the amount you paid, was not for the service fee/tips please specify so we could have request those amount from the tour operator.We are sorry for the experience you have encountered, we are looking forward to hear from you.Best Regards,TakeTours.com

Revdex.com:
I have reviewed the response submitted by the business...

and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I received an email from gotobus on July 11, 2017 saying that they was going to refund my money $140.00 in 2-5 days as of today I have not received anything so my case don’t need to be close. You are correct they did answered but they did not returned my money.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
[I am not going to repeat myself.  You just sent me the exact same letter as the one you sent yesterday.  I am not going to repeat myself.  Re-read what I wrote yesterday.  If and when I get satisfaction from [redacted], I will remove my complaint.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am requesting a refund......Now [redacted] is stating that other customers didn't pay the full $300 that was requested.  Was this the same tour I attempted participating in?  It really baffles me that I boarded a tour bus with the expectation of visiting Niagara Falls with my son and other family members and exited in New Jersey for no reason, according to your response.   If it was as stated below in your email I would have continued the tour.  I am not asking for a refund because I could not attend....so no early notification could be given.  I boarded the bus with the intention of enjoying a vacation with my family.  It was 8 of us  that heard the same request made by [redacted] and was available when [redacted] repeated the request again when we asked in private.  I don't think you are taking your customers concerns in to consideration when it comes to communication between staff and tourist. This is becoming a serious concern because your company was highly recommended but I will have to share my negative experience and how it was handled by Customer support after 2 months of phone calls and emails.  Enough is enough, do you really value your customers?  I could understand if you offered credit or some sort of compromise...but your decision from my first phone call to this most recent email is to deny me a refund and no form of satisfaction.  
Regards,
[redacted]

Dear [redacted], Thank you for your feedback, We apologize for the inconvenience and confusion has caused by [redacted] Bus company, we will forward the complaint to the service provider as well as their management.We have contacted the bus company, on 2:53am customer contacted the bus company,...

the bus operation staff told customer bus will be delayed approximately 20 minutes. On the bus tracker the bus did arrived with a delay (3:15am), and later on [redacted] Bus sent another bus to the same location around 3:45am. Both driver confirmed did not see customer at the stop.  Please kindly provide the time you have arrived at the location, as well as the landmark and address of the location you went so we can investigate this case with the bus company further. Best Regards,Gotobus.com

Dear Dean, [redacted],We apologize for the inconvenience have caused by the service operator,We have rescheduled the ticket as you requested for 09/05 4:30pm. Please kindly check your email inbox for the new E-ticket. Should you have any further question, please feel free to contact us. Best...

Regards,Gotobus.com