Philadelphia Trolley Works and Carriage Company

August 29th, 2017To Whom It May Concern:Upon researching this customers refund request, it appears the emails sent by the customer never reached the appropriate departmentWe apologize for this and the delay you have experiencedWe will be glad to process your refundHowever, you purchased this ticket on www[redacted] .com, a third party website over which we have no direct controlAs a result, I have contacted the owner of this site and requested the refund on your behalfPlease allow weeks for this refund to be processedIf you have not seen a credit by then, please contact me at [redacted] .Thank you,Kieran BFinance Director

May 15, 2015Dear *** ***:
Firstly, I would like to apologize to the customer for her less than satisfactory experience with The Philadelphia Trolley Works and assure her that I am trying to secure a refund for her, I have contacted The *** *** Company of London and requested
that they refund this transaction.However, as I stated during my phone conversation with the customer, she made this purchase from The *** *** Company of London on a third party website (www.***.***.com) over which I have no direct controlThis website sells tickets for our tour, but, until the vouchers are turned in to our staff members, we do not receive any funds for the purchase, nor do we have any record of the transactionAs a result, I, personally, was not able to resend the confirmation email or refund the transaction, Had the tickets been purchased on our company’s website (WWW.phillytour.com), I would have gladly done either of these things for the customerAdditionally, I instructed the customer to attempt to contact The *** *** Company of London, I understand that it would be costly to make an overseas call, so I provided her an email address (info@***.com)I spoke to the customer at approximately 9:30AM, so it would have been mid afternoon in LondonHad the customer attempted to contact them, they may have been able to resolve her issue quicklyWith regards to the customer’s second complaint, I was not aware that the customer is handicapped, and this fact did not influence our interactions with herWe do the best we can to accommodate those with handicaps and some of our tour vehicles are ADA accessibleWe certainly do not discriminate based on disability.In this particular instance, I directed the customer to contact The *** *** Company of London because that is the third party from whom she purchased our ticketsHowever, any problems customers encounter with our tour can be resolved by contacting the main office of The Philadelphia Trolley Works located in PhiladelphiaIn closing, I would like to reiterate my regret and sincerest apologies for the inconvenience this customer experienced and remind her that I am in contact with a representative from The *** *** Company of LondonWe will secure a full refund for the customerSincerely,Kieran B
Finance Director

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Aug 24, at 3:PMSubject: Fwd: ***To: *** *** ---------- Forwarded message ----------From: Date: Mon, Aug 24,
at 2:PMSubject: ***To: [email protected] ***, The disputed amount was returned to the customers credit card todayThis was approved a few months ago and was an oversight on my partI will reach out to the customer and explain. Thank You,Joe

August 29th, 2017To Whom It May Concern:Upon researching this customers refund request, it appears the emails sent by the customer never reached the appropriate departmentWe apologize for this and the delay you have experiencedWe will be glad to process your refundHowever, you purchased this
ticket on www.***.com, a third party website over which we have no direct controlAs a result, I have contacted the owner of this site and requested the refund on your behalfPlease allow weeks for this refund to be processedIf you have not seen a credit by then, please contact me at ***.Thank you,Kieran BFinance Director

To Whom It May Concern:While the Philadelphia Trolley Works acknowledges that there were some issues during this job, we provided an additional vehicle to accommodate the customerOne of the two vehicle movements went smoothly without any problems, as mentioned by the customerAlthough there was
some confusion during the second movement, we ultimately transported guests to the ceremony and back to the hotelOur driver's work ticket instructed her to make two loops between the venue and the hotelOnce she did this she thought she was finishedWe later received a call from the mother of the bride inquiring about a shuttle to get guests back to the hotelAnother one of our drivers drove to the venue and completed the job by shuttling guests back to the hotelWe communicated with the customer and offered a $refund due to the errors on the drivers work ticketGiven that we provided another vehicle on short notice and ultimately shuttled the guests as needed despite the delay, we felt the $refund the customer requested was excessiveThe customer was dissatisfied with our offer of $and subsequently pursued a credit card chargeback in the amount of $This chargeback was never reversed and the funds were withdrawn from our account on 8/16/I have contacted our credit card processor and they confirmed that the customer should have received the funds by early September.The Philadelphia Trolley Works apologizes for the inconveniences during this jobHowever, we did everything we could to accommodate the customer and offered to refund over 1/of the total cost of the jobIn the end, the customer's desired settlement of an $refund has already been achieved. Thank you,Kieran B*** Finance Director, Philadelphia Trolley WorksPhiladelphia's Leading Transportation Provider

[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 made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Can you please send a check to our address at ** *** *** Haddonfield, NJ ***I am not sure which card the refund was sent to.
Regards,
*** ***

July 17, 2017.Dear *** *** ***In reference to your letter dated July 7, 2017, our client submitted a complaint to your office regarding a problem with an air-conditioner on the trolley that she reservedWe acknowledge that due to condensation caused by the high external temperature, water was
leaking from one of the A.CunitsIn good faith, we believe that a refund in the amount of $is fair considering the extent of the problem and the lack of property damageThe client rejected our offer and is looking to recover a total of $300.The Philadelphia Trolley Works has been a leading transportation and tour company in Philadelphia for over yearsWe have managed to succeed because of our positive reputation for treating our customers fairlyIn this case, we believe that the client's request is unreasonable and our offer to refund $is still on the table.I welcome your thoughts or this matter.Sincerely,Ray

[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 made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the amount of the refund the company is offering is less then 15% of what I paid for the service. It is unreasonable to not consider the intangible damage that the leaking trolley air conditioner cause my family on a very special occasion. I believe $300 is more then reasonable for the poor service I received on my Wedding Day and the lack of empathy from this company after they cause a problem on my wedding day.
Regards,
[redacted]

-------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Aug 24, 2015 at 3:22 PMSubject: Fwd: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: <[redacted]@phillytour.com>Date: Mon, Aug 24, 2015 at 2:02 PMSubject: [redacted]To: [email protected] [redacted],
 
The disputed amount was returned to the customers credit card today. This was approved a few months ago and was an oversight on my part. I will reach out to the customer and explain.
 
Thank You,
Joe

May 16, 2014
Dear [redacted]i:We would like to thank the Revdex.com for forwarding this customers statement of their experience during their recent visit to Philadelphia. Unfortunately we have not been able to locate the email which was sent to our office, we...

certainly would have liked to respond directly to our guest to try to rectify the situation.First, we would like to inform the customer that we would be very happy to refund the $64.00 that they paid for their tickets to take our tour of the City of Philadelphia on our Double Decker Bus. We will have that sent to the address listed in the complaint so that we can minimize any further delay.Second, we would like to apologize to both the gentleman and his girlfriend for their experience while utilizing the tour system. Unfortunately, when there are events such as the one he describes in his letter, we sometimes have to adjust our service and tour routes. These adjustments are often done on a last minute basis as we come across the situations. Very frequently the City Police Officers will close off access to streets and our vehicle operators must make decisions while in transit. Our tour brochure does state that; The Company reserves the right to deviate from the route of service in the event of marches, parades or when it deems responsibly prudent to do so in the event of circumstances beyond control."
Additionally, we apologize for their experience in having a vehicle drive past them while they waited at the bus stop. Certainly this is not how our tour service is operated, and if it was a vehicle on our tour service it is unacceptable. Our company does operate a large fleet of vehicles which perform various services throughout the City, the vehicle that is mentioned may not have been working in the tour system at that time. It is also possible that the double decker bus that they mention may have been a vehicle operated by the other double decker tour company here in Philadelphia.Again, we sincerely apologize for their experience and hope that the next time that they visit Philadelphia, that they will consider taking another tour with the Big Bus of Philadelphia (operated by 76 Carriage CoPhiladelphia Trolley Works).?

Review: On 5/3/14, my girlfriend and I went on this tour bus for a tour of Philly. You are supposed to be able to get on and get off at 21 different stops. When you get off at a stop you do what you want to and then go back to the bus stop and get picked up by the next bus that comes around. Here are my issues;1.We got off at Chinatown and walked around. Came back to the bus stop. We waited for the next bus. We were the only two at the bus stop and could easily be seen by the bus stop sign. The bus came and drove right on by us without stopping. I was almost in the street waiving my ticket at the bus driver, who did see me because we made eye contact. There were empty seats on the bus because we noticed them on the open air deck as the bus drove by and left us there. Now we had to wait for at least 25 mins for the next bus or walk the tour to another stop.2. The bus was supposed to make 21 stops, it did not. Due to traffic because of festivals going on, they made it so you had to tranfer buses to get to other stops and for some of them offered to drop you off 3 blocks away from where the actual bus stop is. Their tour states, 21 stops, off/on access, one pass.... NOT, ride a couple different buses to see the whole tour, you might get picked up if we feel like stopping, or we will get you close to where we said we would take you.This is not what I paid money for. I can not help that there was things going on in Philly that day. If they knew, and they knew that they would be making you ride multiple buses, or not stopping where they promised to stop, then they should not have charged full price, because they arent doing what was promised to you when you bought the ticket.This ruined our trip because we were left there by the bus. So once back on another bus we didn't get off again for fear of being left again in a city we didnt know.I emailed the info center to ask where you make a complaint and have heard nothing back.Desired Settlement: I would like a refund of the 2 2-day tickets that I purchased for this tour. It would be $64 in total ($32 per ticket).

Business

Response:

May 16, 2014Dear [redacted]i:We would like to thank the Revdex.com for forwarding this customers statement of their experience during their recent visit to Philadelphia. Unfortunately we have not been able to locate the email which was sent to our office, we certainly would have liked to respond directly to our guest to try to rectify the situation.First, we would like to inform the customer that we would be very happy to refund the $64.00 that they paid for their tickets to take our tour of the City of Philadelphia on our Double Decker Bus. We will have that sent to the address listed in the complaint so that we can minimize any further delay.Second, we would like to apologize to both the gentleman and his girlfriend for their experience while utilizing the tour system. Unfortunately, when there are events such as the one he describes in his letter, we sometimes have to adjust our service and tour routes. These adjustments are often done on a last minute basis as we come across the situations. Very frequently the City Police Officers will close off access to streets and our vehicle operators must make decisions while in transit. Our tour brochure does state that; The Company reserves the right to deviate from the route of service in the event of marches, parades or when it deems responsibly prudent to do so in the event of circumstances beyond control."Additionally, we apologize for their experience in having a vehicle drive past them while they waited at the bus stop. Certainly this is not how our tour service is operated, and if it was a vehicle on our tour service it is unacceptable. Our company does operate a large fleet of vehicles which perform various services throughout the City, the vehicle that is mentioned may not have been working in the tour system at that time. It is also possible that the double decker bus that they mention may have been a vehicle operated by the other double decker tour company here in Philadelphia.Again, we sincerely apologize for their experience and hope that the next time that they visit Philadelphia, that they will consider taking another tour with the Big Bus of Philadelphia (operated by 76 Carriage CoPhiladelphia Trolley Works).?

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,