GotoBus

To Whom It May Concern,We extended the customer's concern [redacted] Tour again. Here is some info the [redacted] operator manager [redacted] provided:1. Tour guide eventually did not “force” passengers to pay for 3rd attraction, so passengers only paid 2.2. Pick up location is depends on the flight number, tour guide will be there accordingly.3. Tour operator provide all service and in respecting customer, passengers on the tour were happy and satisfied. Nothing were forced.The passengers on the tour were eventually comfort and pleased. The person who was filing this Revdex.com complaint was not on the tour with the passengers.Best regards,[redacted]

Dear [redacted],We apologize for the inconvenience caused by [redacted] Bus Inc,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. (http://www.gotobus.com/busgeneralinfo/)For your lost on hotel, our representative have double checked with hotel management, unfortunately the hotel did not authorize any refund as per their policy hotel cancellation must be made 3 days in advance.For your return, again, we could offer an exception to refund the ticket, please simply contact [email protected] to get your refund on the return trip.  Best Regards,Gotobus.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]

Dear [redacted],We are sorry to hear that,As you may already know that TakeTours.com is not an tour operator, so we would have to follow the policy listed by the service provider.Our complaint team will discuss your issue with the actual tour operator for this case, please allow 2-5 business...

days for us to follow up. Should you have any further question, please contact us at [redacted]. Best Regards,TakeTours.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].  
[I spoke with the representative from the bus company providing the service, her name is [redacted], and she said your rep spoke to HER. She gave your rep the managers information and to call him in regards to the refund and she said “No, it’s fine. Thank you”. Then your rep got back on the line with me, and said I couldn’t get a refund because I had “refused service” which was NOT the case. My trip was for 1:30pm and they told me that time was NOT  available due to the busses running late because of an accident, and that I could wait until the 3:00pm bus or call GoToBus for a refund because the service was not available for the time I had purchased the tickets for. I called the bus company providing the service because I DID note the “no refund” at the bottoms of the confirmation email & she said that if the service wasn’t provided that I would be refunded. However I decided to wait for the new scheduled time of 3:00pm, however when I approched the window they said my tickets had been cancelled at my request, which was not at all true. So now you guys don’t want to refund me thanks to their mistake. I did not refuse service and I DID wait for the second bus, so I am NOT understanding how I cannot be refunded when I didn’t get to leave at the time I was supposed to on my purchased ticket from you guys and I was refused a seat afterwards. I had to purchase new ones. ]
Regards,
[redacted]

Dear [redacted],Thank you for contacting us again, We are sorry for the experience you had with the service provider- [redacted]. If our offer of credit tickets are not satisfying you, we will refund the tickets. Your tickets has been refunded, it will take 3-5 business days for the...

transaction to complete. Should you have any further problem, please do not hesitated to contact us. Thank you!Best!Gotobus.com

Dear Mrs. [redacted], Could you please provide us with the Order ID or confirmation number so that we are able to find your booking? We tried to find it by your name and phone number but we were unable to find a match. Thank you.  Best Regards,[redacted]

Dear [redacted],Thank you for contacting Gotobus.com,Just to clarify that Gotobus.com is not a bus service provider, we are online ticketing agents. Based on the information CN you have submitted with this request, the E-ticket was scheduled for 12/26 Monday(see attachment). If the...

passenger was trying to board the bus on 12/20 the driver will not have her name on the system, which will be refused to board.Should you have any further question, please feel free to contact us.Best Regards,Gotobus.com

Dear [redacted],We are sorry for the inconvenience have caused,Unfortunately, that we, Gotobus.com, have received a last minute notification from [redacted] and your current bus tickets will not be honored by this bus company. [redacted] has been suffering some internal structural changes in the past...

days and unfortunately they will not be able to provide service, and sadly they did not give enough time frame for the holiday customers as well.We understand how inconvenient this situation can be for Holiday travelers, and therefore we have worked as fast as we could to arrange a new service provider for your convenience to help all customers arrive to their destination in this Holiday season, we have sent messages to the booked customer, with an address for the alternative bus service that gotobus.com has chartered last minute.Again, we sincerely apologize for the unpleasant experiences you had, please send us your CN(confirmation number, along with last 4 digits of the Credit card that you used on the purchase to [redacted]) we will process the refund in 2 business days. Please feel free to contact us with any questions or concerns.Wishing you all the best for the Holidays,Best Regards,The Team at GotoBus.com

Dear [redacted], We've extended your concerns to [redacted], and here is their reply."Thank you very much for sharing the customers' feedback about our service. We highly value every feedback and suggestion to improve our service quality. And please accept our sincere apology if there is any inconvenience or disappointment you may get from our service. Regarding to your feedback, we are making following explanations and solutions with a thorough investigation. Firstly, you wanted to join two parks but to buy admissions tickets by your own which is not acceptable. The TakeTours website clearly explained that You cannot buy / use the tickets on your own or use [redacted]. So the tour guide did not force them to buy tickets and just followed the instructions that “If you would like to join the optional activities, please pay the fee in cash to the tour guide. Secondly, we feel sorry that the tour guide collected tips on the first day. The tour guide was supposed to do it on the second day. So to show our sincere apology, we would like to refund the customers one day the tour guide tips, $4/person*3 people*1 day, totally $12. We will retrain the tour guide, preventing this issue from happening again.Hope the above explanations and solutions satisfy you. Thanks again to choose our company and we will continuously improve our service quality and customer satisfaction. Please feel free to contact us should you have any additional questions or concerns.PS. If you are satisfied with the refund, please provide the last four digits of the credit card that you booked tours and the name of this card."Best Regards, TakeTours

Dear [redacted]. [redacted],We apologize for the inconvenience you had with EastWest Bus company,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.According to the record, your charge has been already voided for the ticket. Please check your bank statement, there should be not charges for the ticket. Should you have any further questions, please feel free to contact us.Best Regards,Gotobus.com

Dear [redacted],Thank you for your reply,We are sorry that the answer fails to meet your expectations, we have forwarded NY[redacted] company another email, on your behalf, to request the refund orany solution to your complaint.As we mentioned in previous conversations, please note, we have no control to NY[redacted]r to force them compensate your spends on the accommodation, neither we have forces to demand them to respond it. All decision made from NY[redacted]r only reprenseting the bus company itself. We as third party online ticket agent, will try our most to help you solve the issue within our possible ability. As our "terms&conditions"(attached) that you had made the agreement on, we clarified these conditions before you booked tickets via our website.Again, we sincerely apologize any inconvenience caused by this incident, we will work with our service providers to prevent such incident happening in the future, thank you for the feedback.Should you have any further question, please feel free to contact us support.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 ABC Bus. Customer satisfaction is incredibly important to us and we will respect your decision to voice your displeasure. ABC Bus's bus stop in NYC is actually [redacted], so the customer might go to wrong departure location.All bus tickets are non-refundable. But for this special circumstance, we made the refund to the customer. Our system had sent auto email to [redacted]@aol.com with the detailed transaction info. Please allow 3-5 business days to have the credits shown on the online statement.Best regards,GotoBus.com

This business keeps mentioning that all faults are from “[redacted]” and they have nothing to do with anything. I can tell you that when I talk to “[redacted]” they say that since you booked from “Take Tours” they are the ones I should talk to.I went on “Take Tours” website and booked the tour there, the confirmation receipt I received was from “Take Tours”, please see the attached. Any arrangement between “Take Tours” and “[redacted]” is their internal and should not concern us in any manner or form.If I read though all emails, sent to me earlier, or even to Revdex.com before the last reply; they have been very arrogant instead of being apologetic. They are not the type business I would even want to do business with ever again.They made our entire trip quite unpleasant; as a result, my younger daughter did not even go to see Niagara Falls on last day of Tours. These people have no clue, what they are into, after taking money how measurable they make life of passengers travelling.Had they been apologetic instead of being arrogant, we would have happily paid anything they wanted on top of what they had originally mentioned.  Since, they behaved in the manner they should have not only be refunding 100% of what we paid them,  but also should pay for damages to us, as we flew from San Francisco to take this tour and ended up with real bad taste.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].  
Rescheduling is only for the same company - you do not make it clear that you are only a third party. Most people going on the website likely assume that you actually operate buses. This is deceitful. It does not help to reschedule because I have to change the location which means I must change bus companies and you do not make it clear that this is not possible.
Regards,
[redacted]

Dear [redacted],Thank you for contacting Gotobus.com, We we will respect your decision, please simply contact our support team at [redacted] to claim your refund. Should you have any further question, please do not hesitate to contact us. Best Regards,Gotobus.com

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 [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 will pass your complaints to [redacted] in order to improve their services in the near future.We are sorry that this inconvenience has cause a delayed or unpleasant experience on your trip. According to your statement that you had arrived later than the suggested time on your e-ticket to board the bus (as attached file for the policies). Bus company has the right to sold remaining seats to other walk-in customers. However, since [redacted]'s counter had checked your e-ticket without know an estimated capability of the service, was a mistake on their end. Therefore we will issue you a "credit ticket/open ticket" for your next travel.Also check this link for more details about the "Open Ticket"- http://info.gotobus.com/most-popular/whats-an-open-ticket/ Should you have any further question, please do not hesitated to contact us.  Best Regard,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,We are sorry for the experience you had with CoachRun Bus comapny. We have contacted CoachRun Bus company for your refund request, they did authorize the refund, and apologized for the inconvenience. Please feel free to contact our...

[redacted] for your refund.  Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

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] Travel, please allow 2-5 business days for [redacted] Travel to reply your complaint. Best Regards,Gotobus/TakeTours

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]. First of all I am really upset that right after I made a complaint about [redacted] to Revdex.com,I got an unauthorized 256.00 $ charge by [redacted] tour which is connected with [redacted].This is an illegal action.Secondly,THERE IS NO INFO ABOUT:WHERE TO GO AND REDEEM TICKETS.ON the itinerary It only says :Go 4th floor-Gate 408 But First The traveler must go 2nd fl, find the [redacted] office and redeem the ticket.The problem is:NOBODY KNOWS this including [redacted]r customer service (just call them and ask) and bus driver[redacted] number does not answer because they are closed on the weekends. And the last:Since than [redacted] hasn't gave me any explanation about this misinformation and taken any responsibility about this incident.They didn't even answer my emails until I made a complaint to the Revdex.com.This fraud action also explained to me that [redacted] has a serious issue about making business. I called [redacted] on weekday hours and got the info and took the trip last Sunday. So I am not claiming 118.00$ anymore.But I will never use [redacted] again for sure.Regards,[redacted]  
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]