GotoBus

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, in that we list services online and allow...

you to choose which service to take. Your travel was booked with [redacted] Bus. According to their bus policy, the date and time is specific and customers need to “arrive at the station at least 45 minutes before the scheduled departure, as seats will not be held. Late arrivals forfeit both their seat and the purchase price of the ticket.” However, since it was your very first time to use the service, we would like to make an one-time exception here to issue you an open ticket for future use. The open ticket is valid up to one year with the same bus operator [redacted] and the same route from [redacted], ** to [redacted]. The open ticket has been sent to [redacted]; please check your email for the open ticket details.Should you have any further questions, please feel free to contact us.Best regards,GotoBus.com

Dear [redacted],Thank you for contacting [redacted].com,We have forward you the response from [redacted] Tour:Thank you for sharing the customers' feedback to us. We highly value any feedback from our customers. Regarding this case, we have come up with the following ups after thorough investigation.As an international tour operator, our company, [redacted] Travel Inc. reserves all the rights of explanations to itinerary. Regarding tthe specific issues listed by [redacted], I would like to make following explanations: 1.We are not the exclusive tour operator for [redacted], but once issues involved, we will take full responsibility on resolving them; 2. As mentioned on [redacted].com, this tour would be operated by semi-guide, for definition pls refers to link: http://info.[redacted] ; 3. We apology for any inconvenience on tour. For the hotel lifts and drinking water issues, we will forward our customers feedback to the hotels, and provide necessary assistance to improve hotel facilities. 4. As we pledge to please our customers, it is important to be considerate to every customer on tour bus. We know bus would smell bad in a closed atmosphere if even one person uses it, and it would be not proper to stop by a bus service spot to clean up stools and urine. Therefore, we do regulate basic rest stops for our customers for every 2-3 hours on resolving this toilet issue, and customers are highly appreciated with their cooperation. 5. There is a misunderstanding here, as in the United States, not in India, tour buses indeed keep rigths to load on/off tourists at certain spot but absolute NO IDLING. This is enforced and regulated by laws and there is nothing connected to an irresponsible way of saying "Tour buses need PERMITS to stay IDLING". 6. We are sorry to hear that [redacted]  are not consent to the itinerary, but our tour guides are obliged to follow up schedule tightly. At this point, I understand [redacted]'s frustration, but as long as tourists stay with group there would not be any issues. 7.Once again, we feel deeply sorry that you did not get proper answers from our tour guides. We will enforce our regulations on tour operating, and as a representative of quality control department, I am glad to answer any questions from you regarding your tours. 8. Every hotels we booked are strictly matched up with our customers' budget, the money they paid to attend the tour. There would be a possibility that hotels would not be as comfortable as our own home, but we are positive to make progress on this issue. Accounting on locations of hotels, we choose hotels reasonably based on both next-day schedule and budgets. Alternatively, hotels might be located far from some cities, but would be likely to be booked on the way to next-day destination. 9/10. We explicitly indicate on website that all meal fees are our customers' responsibilities, and most of hotels we booked have breakfast not complimentary. Hope the above explanation would clear your confusion. Once again, thank you for your patience. Please feel free to contact us if you have any other concerns. Thank you, and have a wonderful day!  Please advise.   Best Regard,[redacted].com

Dear [redacted]. [redacted],Thank you for your reply,Have you contacted  [redacted] or [redacted]? From the system, we did not pull up any record with your email.Please kindly contact us via above two emails, we need more information to process the refund from you. As at this stage we still waiting for your to email us.The bus operator may have told you it takes 2-5 business days, however, that is after you have sent us the information we needed. Should you have any further questions, please feel free to contact us. 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]. Please add your rejection comments below. 
I am rejecting this response:1: The transaction was not authorized by me.  If it were authorized then I would have utilized the tickets purchased on line and confirmed it upon arrival.  What email was used in the transaction for the confirmation and was my name on thereservation???2: The transaction was not caught until looking at my bank statement on 1/11/2016 in which I immediately contacted the vendor to reverse the unauthorized charges.  I explained to 2 reps who severely lacked service skills the issue. The tickets that were used was purchased by cash of the amount of $80 for seats number 41 and 42 ont he 8:30 pm [redacted] leaving Buford Hwy in atlant going to NYC.  The tickets purchased are in my possession as these are the tickets traveled on - purchase made by cash. 3:) Why would I look for an email confirmation if I did not authorize a transaction??? How would I know to look out for a confirmatiion and how would I know about a refund policy if I did not authorize the transaction?Bottom line is this company refuses to rectify the situation at all.  They are thieves and have essentially collected 3 times the amount of the cost of those original 2 seats.  For example. They charged my card $80.  I legitly paid cash of $80 for two seats - then they still collected another $80 for someone else to buy those two seats being that the reps confirmed that the 80$ reservation on my card shows the reservation was never  used. In total they earned $260.00 With a $80 profit that was stolen from me that the refuse to fix.   I REJECT what they claim unless they are seeking to rectify the situation. I WOULD NEVER REFER THIS COMPANY TO ANYONE,  THEY ARE LIARS AND THIEVES.   
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]. . 
Gotobus.com, Thank you for the attempted refund of the cost of the bus ticket.  However, as I tried to communicate on the phone, I purchased the bus ticket with my old bank card number, which is no longer active.  Therefore, the amount will not post to my bank account, so I have not received this refund.  I will need to have the credit mailed to me in the form of a check.  Please send to my billing address, which I believe you have on record, or call me and I will give you the address. As for the other compensation that you say I should contact [redacted] about, I need you to please provide contact information for a manager at that company.
Regards,
[redacted]

Dear [redacted],Thank you for contacting Gotobus.com,Please kindly provide the confirmation numbers for each ticket of the 3 tickets that you had claimed in the complaint.Also kindly specify which ticket that you are having issue with and which ticket you are requesting an refund and the...

reason for that request. We had one ticket which was for your daughter, in record/note, shows that she was refused to board the bus due to "unable to present any identification, nor birth certification". Please understand if customer failed to present any identification, the bus operator will have full right to refuse accommodate the traveler.  Please feel free to contact us.  Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,We are sorry for the inconvenience caused by [redacted] company, in fact, the bus was actually on schedule we had a record of 18 reservations on that schedule. However, since you had purchased another ticket with us and did not use the...

first service you originally booked with, we will issue your refund for the first ticket.The refund will take 2-5 business days to complete, please contact us if you have any further questions. We thank you for your support and feedback.BEST REGARD,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,As we investigated this case with the bus operator, they did inform us that the bus was on schedule. However, they also mentioned if you did not use the services on that day, you could contact us with your last 4 digits of the credit card...

to get two tickets refunded. Please contact us if you would like to process the refund for these tickets. Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting us,As we replied your previous Revdex.com complaint filled on May, we did investigate this case:1. Another group of passengers who did board the tour bus.2. Tour guide left designed location on 7:04am which he waited extra few more minutes.3. Tour guide did a...

courtesy and waited your group second time until 8:30am as you also mentioned at this complaint. However, until 8:30am tour guide still did not see your group.  Since all services including hotel, guide, and bus services were booked and paid, we were not able to issue you any refund. Thank you for your understanding.  Best Regards,Gotobus.com/Taketours.com

Revdex.com:
I am sorry for the late response to the result of my recent complaint. I did receive my full refund for my complaint towards GoToBus.com. I want to thank you for your help and assistance. This was an easy process to go through.
Regards,
[redacted]

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 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 unless payment is not received. 
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. 
1. I believe taketours.com is misleading the complaint filed.2. There is no specific details mentioned on its website if the tour which we had booked was not through taketours.com, infact it was no where mentioned also in the booking confirmation email that the tour would be operated by Golden International, it was only when we reported at the Hotel in [redacted] when we see someone from [redacted] or a representative, the booking confrimation provided just a contact detail of the Tour guide at [redacted].3. The tour cancellation policy would have been relevant to our case had this been a cancellation of the tour and any impact on our booking etc., which would have indemnified the company from any liability. In our case its a lack of liability by not providing a suitable resolution to the breakdown of the bus even after 9hrs of the incident.4. Coming back to the point where you are misleading the customer, [redacted] lists you as Agent on its website at the following link [redacted]. However if you search for the itenrary which we have booked from Taketours, there is no 6day tour listed on [redacted] for the itenaray which supports the fact that the Product that was purchased by us from TakeTours.com was a product speficic to Taketours.com, and since it was not explicitly mentioned on the tour details that we booked that it was operated by [redacted], its an Internal Business operation issue which TakeTours needs to resolve on its own.5. The company taketours.com has not informed explicity to the consumer if the tour booked by them is not operated by them and there is no outward mapping or common sale by taketours.com of the 6day itenrary which we booked and the tours operated [redacted] they are responsbile for the liabity of the safety of its passengers.6. Like I have mentioned earlier the Guide from [redacted] had asked us to speak to the bus company for any issues as advised by her company and the very fact that Taketours.com has received my payment without any information of the particular product is operated by any thirdparty they are liable to provide the refund.7. Since the choice of the 3rd party tour operator was by Taketours without any knowledge to the customer as part of the process to sell its product, Taketours can internally take up with [redacted] for any contractual issues, they are liable for deficiency for services to us for the product sold by them and administered at their behest by someone else.Regards,
[redacted]

Thank you for bringing this concerns to our attention. Wed' like to apologize for the recent disappointment with the bus operator's service due to the delay you experienced on the trip. 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. We're 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]The bus carriers will not be liable for delays caused by traffic, accidents, mechanical issues, road conditions, severe weather, and do not guarantee to arrive at or depart from any point as a specific time. We try to provide you with the best possible service, and when you feel that it fails to meet your expectations. However, we will not be able to honor your request. We truly appreciate your feedback, and we'll help our bus operators improve their service each and every day.

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. 
 
Regards,
[redacted]

We're sorry about this. We'll look into it with our developers.

Dear [redacted],Thank you for reporting this incident to Gotobus.com,We apologize for the unpleasant experience that you had with [redacted]/[redacted] company, We will look into this case with [redacted] to prevent some issue happening in the future. Please contact our Gotobus.com...

support at [redacted] or sent us an email at [email protected] with your confirmation number and the last 4 digits of your credit card for us to process your reimbursement.Should you have any further question please free feel to reply and contact us.Best Regards,Gotobus.com

Dear [redacted],Thank you for your response,Just want to clarify the confusion. You were charged total of $15 for opening the 2 tickets. Without late charge the regular service fee(applies to all customers) for 2 OPEN tickets are $10. We offered an one time exception for you of $5 refund to you, so you will NOT be charged for the extra $5 late fee that you have paid.The late fee was not $10, it was $5 extra. If you accept this offer, please contact our [redacted] and provide your last 4 digits of the credit card.Best Regards,Gotobus.com

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. Since you didn't take the bus, we've processed the refund back to your credit card. It might take 3-5 business days to have the credits shown on your credit card.Regards,GotoBus.com

Dear [redacted],We apologize for the experience you had,Just to break down your requests, there are 3 issues you claimed in the message:1. Requested refund for tickets for August 11th, due to travelers were not able to make it on time to the departure, as you mentioned traveler car...

was towed.  Unfortunately, the tickets are date and time specific, all reschedule can be done online within policy allowed in advance hours. According to the note, customer had performed a self-rescheduling on a E-ticket, we assume customer is aware and had knowledge of rescheduling the ticket by herself/himself. Also customer did purchase new tickets as mentioned in the message as respect to the policy. 2. Double Charge due to credit card issue.  Customer did had an issue with credit card, per record, the charges were voided on 2017-08-12 08:18:04 if the charge still appear on your bank account as at this moment, please kindly provide documents and forward it to [redacted] we will investigate the issue further. 3. Refund for the bus break down. Per policy, as addressed in the terms&condition customer made agreement on, bus operator disclaim liability for bus break down and delay as they are unpredictable events. However, since it has been such a bad trip, we will issue refund for the tickets had mechanical issue.   Again, we are sorry for your experiences with our bus operator, should you have any further question regarding above reply, please feel free to contact us. Best Regards,Gotobus.com