GotoBus

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolvedI called *** *** *** in Washington DC and was told to call the NYC officeWhen I finally reached that office, I was told I needed to request the refund through GoToBus since that is where I made the purchase fromAfter trying to call and email GoToBus with no avail, I decided to try Revdex.com to get my refundOnce again, I appreciate your assistance in ensuring I get my refund
Regards,
*** ***

Dear *** ***,Thank you for your rely,We apologize if this compensation is not satisfying your requestHowever, we acted accordance to the policyIf you found not satisfied with our Customer Service Line, you could contact the bus company for this matter You could easily found the bus operator (***) contact information under "Important Information" of your E-ticket( *** *** at *** ).As per our previous discussion, if you have taken the service on 2015-11-Tue (checked-in) we will not able to refund that ticketPlease understand, the bus company had provided goods or services, we will not able to make reimbursement for it. Should you have any further question, please do not hesitated to contact us!Thank you!Warm 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 # ***
I was informed that a refund was processed on January 17, and would take to business days to process. I've contacted my credit card company (*** ***) and they show no evidence of a credit being processed from this company. I request that a refund be made immediately or I will move forward with reporting GoToBus to my credit card company as fraud
Regards,
*** ***

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 # ***..
We arrived around 6:a.m., we were staying at the ***, Flushing which is mins walk from the bus stop, the other landmark is *** *** restaurant. I want to add that we took a day New York City trip bus with Take Tours the previous day and boarded the bus from the very same locationBut when we went there for the Niagara Falls tour the next day, there was no tour bus. Regards,
*** ***

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 # ***Please add your rejection comments below.
[Yes your records do show that I used the May 29th ticket on May 30thMy complaint here is that I was required to pay again for that same ticket on May 30th in order to be able to board the busI was informed on the spot by the person charging me (with two police officers next to me who were called as witnesses) that I would be using the old ticket even though they were requiring me to pay for a new oneThe police officers too had a problem with this but they told me its best to just pay again and make a formal complaint later, which is what I am doing nowIf I was able to use this older ticket without having to pay again on the spot I would NOT be here making a complaint as that would make no senseThey of course did not give me a receipt for the new payment I made on the spot, but if this has to go on any further, these two police officers who were called to the incident as well as the costumer agent servicing me at ** *** **, will themselves be witnesses and verify to the fact that I was required to pay again for the same ticket or I would not be able to get on the bus. It makes no sense that I did have to pay twice for one ticket when the customer agents were previously inaccessibleYou tell me now that I could only reschedule online, I was never informed of this prior to the business's response hereWithout access to online at the time of making the call on May 29th, I used the phone number which was printed on my eticket and was not able to reach any agent A huge part of this complaint is because I was riding with another passenger who also had to pay again on the spot when the error was completely on the part of the company's information processing. This has to stopThe fact that we pay online with GOTOBUS but the bus companies we actually ride with require another payment because they never get their portion of our payment for the reservation if something is off is bad business practice that makes the customers sufferThis is just the strangest thing I ever heardIt's like our original payments just disappears. If my $credit can be processed on my account for a future ride this is will be accepted although not desiredThank You. ]
Regards,
*** ***

To clarify, we are an online travel agency where customers can book the travel, much like ***We are not the tour companyThe name of the tour company the customers were booked with is Golden International TravelWe have already directly asked the customers to file a complaint with the tour
company directlyNow, we would are inquiring if the Revdex.com can please switch this complaint to the Golden International Travel profile - *** as they were the company that operated this tourRevdex.com has already administratively closed case #*** , which was another passenger booked on this same order, from this same tour Thank you!

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 # ***Please add your rejection comments below.
*** is refusing to accept responsibility for my lossIf in fact they work like ***, they need to address customer complaints like *** too instead of forwarding their customers to tour operatorsWhen I contacted the tour operator during the tour, they informed me that since I made the reservation through ***, I will have to make any reimbursement or date adjustment requests through *** ***I had immediately contacted *** *** at that time to make adjustments before my tour endedHowever, *** *** have been playing this ping pong ball game with me since June where they keep forwarding me to the Golden tour operator and the tour operator sends me back to themAs a consumer, I demand to have my complaints addressed by *** *** as I paid my money to them and not directly to the tor operatorTake tour needs to address it then with their contracted tour operatorI request a reimbursement of my money from *** ***
Regards,
*** ***

Dear Mrs*** w ***,Thank you for your clarification,It seems that *** Bus company still hasn't fully responded to our requests, so we will go ahead issue your the Credit on your booking, you can use this credit in the future for any ride with *** Bus company. Just simply give us an call before you departure day, we can re-issue an new ticket for your next ride.We apologize for any inconvenience has caused!Should you have any further question, 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 # ***Please add your rejection comments below.
I was unable to open the attachments in TakeTours’ response.In their response to the Revdex.com, TakeTourshas changed its times slightly. In anemail TakeTours sent to me later on September 23, TakeTours said the following:“According to the tour operator'srecord, the bus arrived about 9:20am this morning And the tour guide calledyou (no answer) and looked for you forabout Minute, but couldn't find youThe bus left at 9:35am.”At 9:a.mon September 23, I called *** *** *** in New York and told them we were there, but at the wronglocation. I told them we were in theprocess of going to the correct location. They told me that the tour bus was on its way to the Parsippany mall andhad not yet arrived.The call lasted six minutes. At the time we finished the call (9:25), we were about to enter thecorrect mall. Before 9:30, we were inthe correct mall, driving around, looking for the tour bus. If there was a tour bus in the mall, we wouldhave seen it. We saw no tour buses.With respect to the tour guide calling us, I checked all ofour phones for messages. There were nomessages.As I described in my earlier Complaint to the BetterBusiness Bureau, for all their other pickup locations, TakeTours gave the nameof a business as a marker for the pickup location. They did not do this for the Parsippanylocation. If they had said the pickuplocation was in front of the ***, it would have eliminated all the problems.When I showed my TakeTours ticket to a tour guide at adifferent place she told me that we were in the correct location. She was wrong. We were not at the correct location.At 9:a.mon September 23, I called *** *** *** in New York and told them we were there, but at the wrong location.Before 9:30, we were in the correct mall, driving around,looking for the tour bus. There werethree of us in the car. None of us sawany tour buses.If the tour guide on that bus attempted to call us, he leftno messages.Because of my call at 9:a.m*** *** * *** knewwe were there. Apparently, they did notnotify the tour guide on the bus. Wewere in the proper location before they originally said the bus left and saw notour buses..The above are the events as we experienced them. In spite of all the difficulties, we notified*** *** * *** that we were there early enough to not have missedthe bus. Furthermore, we actually were atthe correct location at the time they originally said the bus was there.For all of these reasons, missing the bus was not ourfault. We actually were there at8:15. The subsequent problems arose fromnot being able to find the correct location and being misinformed that we werein the right location. Once we realizedwe were in the wrong location, we contacted *** *** * *** inplenty of time to have been on the bus
Regards, *** ***

Dear *** ***,Thank you for your timely reply,If customer claiming the transaction was unauthorized and with out any knowledge that they have used our online ticket service, please report to your credit card issuerYour credit card issuer will investigate further on this case we will cooperate with your bank and provide all the documents that they requestWe can also block your credit card prevent further unauthorized transaction send by your credit card.Attached files are the ticket that purchased with your credit card on 2016-01-19:36:via Mobile if you need them for your report to the bank. Should you have any further questions, please feel free to contact us. Best Regards,Gotobus.com

Dear Mr*** ***,We are sorry to hear about your experience with the tour operator, just to clarify *** is not a tour operator, we are online ticket agent. As our representative has already contacted the tour operator Lassen Tours for making compensation for your
tripThe response of the request has been delivered directly to your email. Please kindly check your email and discuss the matter directly.Should you have any further question, please feel free to contact us. Best Regards,***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
** *** ***

To Whom It May Concern,For this case, we've refunded $back to the customer's credit cardHere is the unique transaction ID ***Please allow 3-business days to have the credits shown on the online statement.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 # ***
.The ticket was purchased under phone number *** for *** ***]
Regards,
*** ***

Just to clarify that Gotobus is an online travel agency, you booked the bus tickets with *** busWe are very for the inconvenience and miscommunication occurred, we will issue the refund of $for youWe have sent you an separated email regarding your refund request, please reply usThank
you!

Dear *** ***,Thank you for contacting Gotobus.com,We are sorry for any confusion that you have encounteredThe service fees were paid to the "service of rescheduling the tickets", we never forced or pushed customers to reschedule their tickets, customers requested the rescheduling under their
own will and paid for the service to "re-adjusting the seating/rescheduling"These services of changing RESERVED seating and services requires service feesThus, service fee and ticket fee are separated two services and goods.Customer rescheduled first on scheduled trip by themselves, paid service fee onlineCustomer again rescheduled the second on scheduled trip by themselves, and again paid service fee to the rescheduling.Unfortunately, the FINAL ticket, last trip was cancelled by the bus company, which we have refunded customer the ticket fare and customer should be receiving the reimbursement in 2-business daysWe appreciated your understanding in this caseShould you have any further question 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 # ***
They already responded to me with a message that passengers boarded at this location, not true I was at the bus stop for hours and they refunded $to me right away, they knew bus wasn't there
Regards,
*** ***

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 # ***
how many times should I provide the same information! ***. I AM EXPECTING MY REFUND!
Regards,
*** ***

To Whom It May Concern,We'd appreciate your business, and we extended your request to the tour operatorThey reserved your bus seats and hotel rooms according to the reservationUnfortunately, since the 1st night hotel and tour activities are non-refundable, it's limited for us to do anything from hereBecause your flight was delayed caused all the unnecessary issues, we'd suggest you turn to the airplane company to ask for compensation.We thank you for your understanding.Best regards,***

(Customer did not provide any comment on the rejection message)Dear ***,Thank you for contacting Gotobus.com,We apologize for any inconvenience and unpleasant experiences you had with the servicesCustomer claim the transaction went through online with Gotobus.com but did not make any clarification regarding how this transaction/reservation was placed at first placeQuestion as, who made this reservation, the reason why the transaction was authorized; and according to the system, the transaction/reservation was not placed by one of our staffs (for any reservation made by our staff, the system will recognize it and displays it on the booking)Also, why customer purchased a ticket online and went to the station purchase with cash ticket again without mentioning that they had made a booking online.For any online ticket that had successfully processed, the system will automatically deliver out the e-ticket to our customer via email immediatelyCustomer should be notified after they had successfully purchased the ticket online right away.On the statement, customer did claim that they noticed and contacted us after the ticket expiredThe first phone call recorded was on 2016-01-13:58:55, the ticket was issued for 2016-01-8:30pmPer policy the ticket was expired and became invalid (policy is listed online before customer book them, also the policy is listed on the e-ticket as well).Besides an authorization from the bus company, we are not allowed to refund or reschedule invalid ticketPlease understand. If you need any further clarification please do not hesitated to contact usThank you! Best Regards,Gotobus.com