GotoBus

Dear [redacted],Thank you for contacting Gotobus.com,We noticed there was a system error on your purchase. We apologize for the inconvenience caused by this error. Please contact our support with your last 4 digits of the credit card numbers to request the $8 roundtrip discount.  Best...

Regard,Gotobus.com

Dear [redacted],Thank you for your reply,Based on the information you provided above"i called in on the 20th they claim there calls are not record and have no record of the call that information was never provided to me." If our representatives/staffs confirmed holding these tickets for the customers, please simply present a credit card transaction statement for the service fee that we charged on the day of 02-20-2016. Once customer provide the requested information, we will honor the tickets.If customer could not find the transaction statement please provide any other statements that could support his/her stand.Please understand. And feel free to contact us in any time.Best Regards,Gotobus.com

Dear [redacted],We apologize for the inconvenience have caused by our service operator,Please kindly contact our [email protected] to claim your refund. And also if you have any further question, please kindly mentioned in the message as well.For compensation we strongly suggest you to...

contact the service provider as listed on your E-ticket. Thank you! Best Regards,Gotobus.com

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] 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] Bus in order to improve their services in the near future.

Dear [redacted],Thank you for your reply,The reply from L&L Tour as following:Thanks for writing to us. We highly value any feedback from our customers. Regarding your case, we have already highlighted it and flagged it as a high priority. On behalf of Quality Control Department, L&L Travel,please allow us to make following explanation:1.      We completely agree with customers suggestion on drivers service. Nevertheless, we would like to address one point regarding the bus idling issue. When one bus is in parking lot, unless it is loading or unloading passengers or such in a short period, its engine ought to remain non-ignited status which including all AC shut down on the bus. The clients might see another bus being ignited because that bus was almost fully loaded and about to depart. Moreover, according to our tour guide, AC was on by the time tour guide got back to bus as our tour guide usually walk at last of tour group to make sure everyone safely back to bus whenever  s/he reaches bus. For more details related to law enforcements, please refer to one helpful citation:https://www.ag.ny.gov/sites/default/files/pdfs/publications/Idling%2520...⇄ Inc. would never forfeit rights of collecting attraction admission fees on credit cards. Potential endeavors would be drawn for collecting ticketing information prior the tour. Both TakeTours and L&L Travel Inc. reserve the rights of all explanations on specific business conducts. 3.      We apologize for accents of our tour guide.Strictly speaking, this would not be an issue since people could still resolve problems in pursuit of other approaches like writing. For hotel information,please kindly refer to taketours.com; but more detailed information like specific name/address of hotel on tour day will be available only based on a request from customers. As far as we know, the clients did not report tour guide their willing to self-transport to hotel early. The tour fee for 2-day Niagara Falls tour is $108 per person for two days. It includes necessary transportation and one day hotel fee. Under no circumstances, this budget would not allow any downtown hotels like [redacted] Four point Niagara Falls for a fair business. Moreover, it has been written the tour price does not include meals, and meals shall be customers own responsibility and reasonable advice would sometimes be provided by tour guides.4.      As a tour operator, L&L Travel Inc. reserves all the rights of explanations on tour operations. The ticket prices listed on Taketours are on a basis of L&L Travel operation. The window price for the Old Fort Niagara is $12, and the whirlpool state park is free to public access and so as the Watkins Glen state park; However, potential cost like labor of operators, depreciation of bus, and etc. are calculated on price making for those two attractions. More importantly, those attractions attendance are all subject to customers self-willing. No requirements to force customers attend those but once they paid one they are automatically agreed to the price.5.      Normal operations are regulated on tour bus to ensure completeness of tour. Concerns of safety and integrity are supremely addressed during bus tour. Customers cooperation is highly appreciated in such scenario. No doubt that tourist are on vacation, but tourist ought to be responsible for any misconducts that may jeopardize tour operations.   Once again, thank you for your patience and support, hope the above explanation resolve your case. Thank you and have a wonderful day!Quality Control Department======================================================Please feel free to contact us via [email protected] or contact us at [redacted]
 Best Regards,TakeTours.com

Dear [redacted],We are sorry to hear that, before customer purchased our products, we have listed "terms&condition" agreement, upon confirm with the agreement customer will proceed to complete check-out. Tickets are not refundable is a common practice among most of the bus line...

industry, since the company reserves seats after customer purchased the ticket. It is an opportunity cost for the bus company.We understand unexpected event happens, that is why among most bus operators, Gotobus offers "OPEN/Credit" ticket, which allows customer to have the "second" chance to make up the trip even customer could not make it in the first trip, where other bus companies like [redacted] will not even give you a second chance with regular fare.As in record, our representative offered OPEN ticket to Ms. [redacted], she refused it. Please let us know if you would still want to keep the tickets as credit for future use, you can simply contact us via [redacted] Best Regards,Gotobus.com

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]. 
Since Gotobus took my money and sent me an e-ticket, and then sent me a reminder the day before of my upcoming trip the next day, I consider them to be the Point of Contact.  I never "chose" [redacted], I chose the day and time I wanted to travel, and they brokered the deal between me and [redacted].  If  I am incorrect, and [redacted] dropped the ball in that they were the ones who were supposed to contact me about the bus cancellation, then I will be happy to withdraw my complaint.  But until I get some satisfaction, i.e., one of these two companies reimburses me for my motel room, my complaint stands.  I am being lenient, because in addition to the motel room, I had to pay for two meals and the wheel on my rather expensive suitcase broke because I had to drag it a mile in the sleet and rain to get to the nearest motel.  I am not going to quietly go away like they would like me to; judging from all of the complaints of lousy service I read about them online (sadly, too late), I expect that others may have done just that.  Not me.  
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. 
[I have called the numbers you indicated and either no one answers the phone or you get a message that it is not operational. I do not accept  that you are hiding behind the fact that you simply book the tickets and then give me a few phone numbers that do not work. I have left messages at those numbers with no response. Went online to speak to someone in customer service who never came to the phone. I spoke to the police officer to whom I made my complaint regarding my lost luggage in [redacted] Ohio about the fact that none of the numbers you provide work. This is what the Officer had to say. He said that the police have been called more times that he cares to speak about regarding customers who have "LOST" their luggage which was supposed to be in the undercarriage of the bus. He said he has responded to passengers crying and hysterical who had only the clothes on their back when they got off the bus. He said that the police department has called the numbers in the window and none calls back or answers the phone. The office is always closed and the person inside always "pretends" not to understand English yet they seem to understand it enough to book a ticket. He said countless passengers get off the bus with missing luggage. In my case, I believe my luggage was stolen by your bus operator for reporting him to the police. Let me also let me tell you what a passenger on the bus stated and also what the store owner next to your [redacted] store (who watches passengers get on and off the bus every day)stated to me. A passenger on the bus stated she was horrified because she watched your driver text on his cell phone while operating the bus at excessive speeds and if she ever gets home she will not take your bus lines again. (i also have witnessed your drivers driving while texting with headphones on) Additionally, the store owner close to your store who has witnessed hundreds" of incidents stated the tires and treads on the bus are often worn and frail, passengers get off every day with missing luggage, passengers are always coming into his store to use the bathroom because your store is always closed (exactly what the police officer stated)I am an attorney and you cannot shun liability for the actions of these drivers and these companies just because you state you only book for them. If one were to sue any of these companies, you would be a facilitator in the operation of these activities and would certainly be named in any lawsuit against any of the three. You are aware of their dangerous and illegal practices and yet you continue to sell and promote the tickets sold by these companies. If you look online there are so many complaints about their driving, texting, exceeding speed limits and other practices that I have specified that it is ridiculous. Attempting to hide behind the fact that you just sell their tickets will not help you defend against liability of the death of passengers in a court of law when you are aware of their practices. Additionally, I read an attempted disclaimer on their website for the death of their passengers. One of the things that you learn in law school is that you can write down anything but that their are some things that cannot be disclaimed (waived) just because it is written down. A commercial company that charges money to transport passengers across state lines cannot waive liability for the death of passengers when it is operating a vehicle recklessly. The disclaimer has no merit in a court of law and will be unenforceable. Therefore, if multiple passengers die on that bus one night due to the negligence of any of the three companies, you will be sued, along with the bus companies for negligence and your disclaimer will not be worth the paper it is written on. There is too much evidence that you are knowingly operating recklessly. In addition, to being sued professionally, you will probably be sued privately and may be subject to criminal liability which means jail time. In case you don't have an attorney for your business, you should consult with one soon, because at this point, I could sue you and the bus company simply based on the trauma I suffered along with my ** year old daughter in the experience on your bus. But equally important is this fact. My father died on Sept 10, 2014. I was traveling on this trip to Ohio, my hometown, because my mom, who is now a widow, had her 75th birthday that weekend. I was giving her a surprise birthday party which I had been planning for 5 months as she has been sad since my dad died. My parents were married 57 years. In my suitcase I had some of my nicest clothes as well as supplies games and other things for the surprise party. I also had a picture of my mom at 6 years old and a picture of my mom and dad dating, almost 60 years ago that I planned to put up at the party. It was all stolen. My luggage was a unique alligator brown tone and had a huge luggage tag with my name on it...there is no way that anyone would mistake it for their own accidentally. Everyone else's luggage was under the bus except mine. I not only lost my clothes, things for the party but my priceless pictures of my parents, one who is now deceased forever. That, along with terrorizing my daughter and costing me $800 dollars in travel expenses to get back to New York...you took too much from me.I am sure that my dad, rest in peace, is watching over this situation. You stole his picture from me. If you have anything to do with taking my luggage and my pictures of my parents, I am sure his spirit will not rest until this is made right. It may take years, but if you don't make this right, this matter, and my dad's spirit, will surely haunt you and your company for many years to come. I suggest someone either "find" my luggage or pay me for its value. Not to mention my airline tickets hotel costs and car rental. Otherwise, I am absolutely sure my dad will handle this from the heavens.  ]
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. 
Airlines company has been contacted separately. [redacted] is now passing the responsibility for their irresponsibility and inadequate follow up with their contracted tour operator as a fault of the airlines. The first night absence was caused due to weather condition delay of flight. How about the day 4 breaking down of the bus and 9 hours to have it fixed. Why did the tour operator so long to fix the bus when the nearest big city was only 3 hours away? Why was a replacement bus not sent in the interim? why were no arrangements made for the elderly and the kids stay while it was taking so long for the bus to be fixed/replaced? why were no security arrangement made for the passenger including ladies? Take tours should get reimbursement from their contracted tour operator. Meanwhile they should reimburse my partial refund. If Take tours are prompt in taking my payment and do not relent, why is it that they can not reimburse for my loss caused by them or their contractor?
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 wait 2-3 business days for the tour operator to respond your complaint, we will forward the response via email to you. Should you have any further question, please feel free to contact us. Best Regards,TakeTours.com

Dear [redacted],Thank you for your feedback,On 2016-07-04 17:45:26 our representative received the phone call from the passenger claimed she missed the 5pm bus, and indicated the address was incorrect. Our staff contact [redacted] bus company and confirmed the address listed was...

correct and confirmed other customers boarded bus. The ticket was "Time date specific", [redacted] kindly offered one time exception for this traveler to re-use the Eticket for later bus without penalty. Based on the system the customer did use the ticket on a later bus.Goods and services were provided to the customer, we do not offer refund for the used tickets. Please understand.  Best Regards,Gotobus.com

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]. Unfortunately, TakeTours provided you with misleading and inaccurate information.  To date, I have not received a refund for my trip costs. Please read the attached later for details.Thank you and I hope that this issue will be resolved.  
 
Regards,
[redacted]

Dear Sir/Madam,Thank you for your timely reply,If the booking is not placed or helped by our staff/representative, we are not responsible for the mistake of a wrong booking. Also please keep in mind, according to [redacted] company's policy the ticket is finalized once the booking has been made. We are sorry for any inconvenience caused by this policy provided by [redacted], you could call [redacted] for an exception, but we are not allow to make the change for our customers. Please understand. Should you have any further question, please contact us.  [redacted]Gotobus.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

We would like to clarify with you that Gotobus is only an online travel agency, your tickets were booked with [redacted] bus.According to the bus company [redacted], the bus came, it only delayed for an hour. Similarly to the airline industry, the bus carriers are unable to guarantee arrival and...

departure times. Carriers try to maintain on-time departures and arrivals as best they can, unfortunately due to various circumstances (e.g. traffic, severe weather, road closures, mechanical issues etc.) buses can experience delays. I'm very sorry for any inconvenience that the delay may have caused you, however in accordance with the bus policy, we are unable to issue compensation for delayed schedules. You can review our policy on bus general information page of our website. ([redacted]/)Also, we found out your tickets were reschedule to Apr 1, and you have took the bus. We hope you had a nice trip.

Dear Sir/Madam,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 Expedia, in that we list services online and allow you to...

choose which service to take. Your travel was booked with [redacted]. 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.We are sorry the services provided by [redacted] were not satisfying. However, as our policy states on the page before you book your tickets (as attached) : May not be available on weekends, holidays and 3rd party buses. Therefore, we will not able to issue your refund on this trip. As per conversation, we already issued your refund for the second trip where the bus company was not able to provide you the service. Also per record in our system (attached #2) we had only received 1 email message from the email address that we had associated with the ticket. Please tell us if you emailed the bus company or Gotobus.com.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.Gotobus.com

Dear [redacted] [redacted],Thank you for your reply,Each company or operator practice their own policy, we have not authorization to over-write them. For your case, we have to follow the policy that has been provided, and you agreed with.We apologize for any inconvenience. Best Regards,Gotobus.com

Thanks for the info, the bus company let us on the bus the next day despite it being closed on the date we wanted to travel. This case can be closed. Thanks
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 still want a refund of $1229.00 back on my [redacted] Credit Card ending in 2006 due to extenuating medical circumstance surrounding the missed tour. My daughter had a medical condition that left her hospitalized back in Florida and this we couldn't take the flight to New York to go on the tour. [redacted] Airlines made an exception due to the medical situation and did a complete refund. I am hoping you have a open heart for us because as a family we experienced a medical hardship beyond our control and we had to be by our daughter's side during this trying time. 
Regards,
[redacted]

To Whom It May Concern,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]. Customer satisfaction is incredibly important to us and we will respect your decision to voice your displeasure. We have passed your words to [redacted] in order to improve their services in the near future. On our end, we've issued the refund of the bus ticket, $110. For the other compensation, we'd suggest you to file a complaint against [redacted] Bus.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.Best regards,GotoBus.com