GotoBus

Dear [redacted] ***,Thank you for contacting us,As we replied your previous Revdex.com complaint filled on May, we did investigate this case:Another group of passengers who did board the tour busTour guide left designed location on 7:04am which he waited extra few more minutesTour guide did a courtesy and waited your group second time until 8:30am as you also mentioned at this complaintHowever, 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 refundThank you for your understanding Best Regards,Gotobus.com/Taketours.com

Dear [redacted] ***,Thank you for contacting us,It seems like you may have some issue of receiving our email message, or you may have not check your email provided in our profile: [redacted] We have made very early reply on your first request(check attachment) explained the case for your confusionRight after your complaint filled on Revdex.com, we made another investigation and request to the tour operator, which was forwarded to you by Nov 27(check attachment).For both replies, we have never heard any reply from your endPlease check your email inbox mentioned above, we still have this case opened for you convenienceThank you,Best Regards,TakeTours.com

Dear [redacted] ***,Thank you for contacting TakeTours.com,According to the record, tour guide has been waiting for your group from 6:40am to 7:04amThey did pick up other groups on the same tripPlease provide more information regarding your arrival and location:Your arrival time to the location, and Your departure time after waiting for the busYour arrival location, with land markShould you have any further question, please feel free to contact usBest Regards,Gotobus.com/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 delaysI'm very sorry for any inconvenience that the delay may have caused youGenerally we do not issue refund for this case as we stated on the "Terms & Conditions" which customer had agreement with.However, since the delay was severe as our sincerely apology, we will issue the refundPlease provide us with your last digits of credit card numbers you used on the booking in order let us process the refund.We try to provide you with the best possible service, and when you feel that it fails to meet your expectationsWe truly appreciate your feedback, and we'll help our bus operators improve their service each and every dayShould you have any further questions, please feel free to contact us via e-mail at [email protected] regards,Customer Service TeamGotoBus.comE-mail: [email protected]://www.gotobus.com Connect with GotoBus: [ [redacted] :] [ [redacted] :]

Dear [redacted] ***,Thank you for contacting Gotobus.com,The first attempt we have received from your email [redacted] was on : 2016-11-19:20:as follwing:" [redacted] *** wrote on 2016-11-19:20:04I need to cancel my reservation for Nov NYC to DC and the reservation for Nov DC to NYCThank you."Our representative have replied you on- 2016-11-13:50:and stated the policy that all tickets are not refund-able, as you agreed on the terms and condition before check out.We can refund $to waive the over-time change feeHowever, $of opening the tickets are regular charges, you would to pay $for each ticket to be open.Please contact our support at [redacted] with the last digits of your credit card for the partial refund of $5.Should you have any further question, please feel free to contact us.Best Regards,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-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 understandAnd feel free to contact us in any time.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 belowMy account was double charged $I would like that extra $returned Regards, [redacted] ***

To Whom It May Concern,Thank you for contacting GotoBusWe really appreciate your feedback and we sincerely apologize for any displeasure you may have encounteredTo 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 takeYour travel was booked with ABC BusCustomer satisfaction is incredibly important to us and we will respect your decision to voice your displeasureABC Bus's bus stop in NYC is actually [redacted] , so the customer might go to wrong departure location.All bus tickets are non-refundableBut for this special circumstance, we made the refund to the customerOur system had sent auto email to [redacted] @aol.com with the detailed transaction infoPlease allow 3-business days to have the credits shown on the online statement.Best regards,GotoBus.com

Dear [redacted] ***,Thank you for your response,Just want to clarify the confusionYou were charged total of $for opening the ticketsWithout late charge the regular service fee(applies to all customers) for OPEN tickets are $We offered an one time exception for you of $refund to you, so you will NOT be charged for the extra $late fee that you have paid.The late fee was not $10, it was $extraIf you accept this offer, please contact our [redacted] and provide your last digits of the credit card.Best Regards,Gotobus.com

Dear [redacted] ,We apologize for the experience you had,Just to break down your requests, there are issues you claimed in the message: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 hoursAccording 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/himselfAlso customer did purchase new tickets as mentioned in the message as respect to the policyDouble Charge due to credit card issue Customer did had an issue with credit card, per record, the charges were voided on 2017-08-08:18: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 furtherRefund for the bus break downPer 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 eventsHowever, 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 usBest Regards,Gotobus.com

Dear [redacted] ,Thank you for your feedback,On 2016-07-17:45:our representative received the phone call from the passenger claimed she missed the 5pm bus, and indicated the address was incorrectOur staff contact [redacted] bus company and confirmed the address listed was correct and confirmed other customers boarded busThe ticket was "Time date specific", [redacted] kindly offered one time exception for this traveler to re-use the Eticket for later bus without penaltyBased 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 ticketsPlease understand Best Regards,Gotobus.com

To Whom It May Concern,We extended the customer's concern [redacted] Tour againHere is some info the *** operator manager [redacted] provided:Tour guide eventually did not “force” passengers to pay for 3rd attraction, so passengers only paid Pick up location is depends on the flight number, tour guide will be there accordinglyTour operator provide all service and in respecting customer, passengers on the tour were happy and satisfiedNothing were forced.The passengers on the tour were eventually comfort and pleasedThe person who was filing this Revdex.com complaint was not on the tour with the passengers.Best regards, [redacted]

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 takeYour travel was booked with [redacted] BusCustomer satisfaction is incredibly important to us and we will respect your decision to voice your displeasureWe will pass your words to [redacted] Bus in order to improve their services in the near future

Revdex.com: [redacted] ticketWe called gotobus to find out if we can rescheduleWe never attempted to board the busGotobus is not telling the truth about not allowing my daughter to boardWhen I realized that she didnt have ID because she travelled from Georgia without it [redacted] This is the ticket I was asking for a refund

Dear [redacted] ***,Thank you for contacting Gotobus.com,We apologize for any inconvenience caused by the confusion, we have stated the important information regarding your tickets on the [redacted] we have sent you (check high-lighted attachment).The terms and condition are also stated before you are processing check outShould you have any further question, please feel free to contact usBest 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 Again, I was unable to open the attachments in TakeTours’ response.TakeTours is saying it is now difficult to get any evidence to prove what happened during the departure date However, the evidence was fresh when they sent me their email the afternoon of September 23, just a few hours after the events in question That email should accurately present their position because it was based on information which was fresh at the time.I am again attaching a copy of that email.Similarly, the times of my phone call were recorded on my phone when I made the call That information remains fresh.In the email TakeTours sent to me on September 23, TakeTours said the following:“According to the tour operator's record, the bus arrived about 9:20am this morning And the tour guide called you (no answer) and looked for you for about Minute, but couldn't find youThe bus left at 9:35am.”At 9:a.mon September 23, I called [redacted] in New York and told them we were there, but at the wrong location I told them we were in the process of going to the correct location They told me that the tour bus was on its way to the Parsippany mall and had not yet arrived.The call lasted six minutes At the time we finished the call (9:25), we were about to enter the correct mall Before 9:30, we were in the correct mall, driving around, looking for the tour bus If there was a tour bus in the mall, we would have seen it We saw no tour buses.With respect to the tour guide calling us, I checked all of our phones for messages There were no messages.In the E-Ticket I received from TakeTours, they said, “In the case of emergency, please call [redacted] at [redacted] (office hours: 9:00am-6:00pm).” I called [redacted] at 9:19, and they did nothing.In the TakeTours email and in the dialogue which has been taking place through the Revdex.com, they have never said anything about [redacted] contacting the tour guide and telling him we were there In fact, for minutes after TakeTours now says the bus left the location, [redacted] repeatedly told me that the bus had not yet arrived at the location.At that point in time, [redacted] was the only one who could help, and they did nothing.In addition, as I said previously, TakeTours would have prevented the entire problem if they had told us that the pickup location was in front of the *** For all their other pickup locations, TakeTours gave the name of a business as a marker for the pickup location They did not do this for the Parsippany location.If they had said the pickup location was in front of the ***, we would have been there, waiting for the tour bus when it arrived We would not have been misled by another tour guide into thinking we were at the correct location when we actually were at the wrong location.For these reasons, I have to reject TakeTours’ response Our missing the tour bus was their fault It was not our fault 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]

Dear [redacted] ,We apologize for any miscommunication or inconvenience caused,It was per policy that if cancellation due to weather condition, the credit will be issued credit, instead of a refundHowever, Gotobus.com do understand sometimes it may not work out, so we always offers exceptions for the situation like thisWe will issue the refund for your tickets, please check your email inbox, as our team will contact you from thereShould you have any further question, please feel free to contact usBest 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 refundAnd 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-ticketThank you! Best Regards,Gotobus.com

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