Open Loop New York

Good Morning,
 
All complaints that require a refund is processed through our customer service department.
[redacted] was asked to produce her bank information so we can process a wire transfer to her with in three business days, we cannot issue a refund on a credit card because of the system, only if the card was used in the initial transaction it could be refunded.
I very rare cases where the customer do not have a bank account or credit card a check can be issued.
if the customer refused to give her bank information, then the process takes a longer period of time.
We do not keep cash in house for such as this a very unsafe practice, we have not refused to give her a refund.
 
my land line is ###-###-####
and my email: [redacted] handles the customer refunds, charge backs and the investigations of all complaints.
[redacted]

Good Afternoon,upon receipt of the complaint, I sent and email to [redacted] asking him to provide copies of his documentation. I spoke to the staff/s that handled his complaint. [redacted] never asked for a refund but complained that he was trying to reach the ticket agent that sold to him. The...

ticket that [redacted] was a one day tour ticket and that is reflected by the price he paid, the statue of liberty express is not a package deal but an add on for $10.The agent give his working cell number and said he never received a call or spoke to [redacted] after the purchase. A one day ticket is $45, the agent gave him a discount of $5 off each ticket.[redacted] admitted he used the ticket on the first day, which means he actually use the product that he purchased.In addition the agent was short changed by $10 which he had to give back to the company.Again [redacted] was not promised a refund as he used the ticket that he purchased.With all of the above being said, we here at Open Loop do not promote bad customer service and if a refund was requested its process from beginning to end would have taken 5 to 7 business days.As of today with communication between myself, and our Sales Administration Manager with [redacted] a refund of $120 was refunded to his credit card and a check of $30 will be sent over to him.Open Loop settlement with [redacted] is a refund amount that he states in his report.[redacted] paid for a one day tour and used his purchase for one day by his own admission.

Good Afternoon,upon receipt of the complaint, I sent and email to [redacted] asking him to provide copies of his documentation. I spoke to the staff/s that handled his complaint. [redacted] never asked for a refund but complained that he was trying to reach the ticket agent that sold to him....

The ticket that [redacted] was a one day tour ticket and that is reflected by the price he paid, the statue of liberty express is not a package deal but an add on for $10.The agent give his working cell number and said he never received a call or spoke to [redacted] after the purchase. A one day ticket is $45, the agent gave him a discount of $5 off each ticket.[redacted] admitted he used the ticket on the first day, which means he actually use the product that he purchased.In addition the agent was short changed by $10 which he had to give back to the company.Again [redacted] was not promised a refund as he used the ticket that he purchased.With all of the above being said, we here at Open Loop do not promote bad customer service and if a refund was requested its process from beginning to end would have taken 5 to 7 business days.As of today with communication between myself, and our Sales Administration Manager with [redacted] a refund of $120 was refunded to his credit card and a check of $30 will be sent over to him.Open Loop settlement with [redacted] is a refund amount that he states in his report.[redacted] paid for a one day tour and used his purchase for one day by his own admission.

Greetings [redacted] 
  We have acknowledged and accepted your claim. We've already began to process the 3 credit card transactions however, in order to complete the reversal we require them to fill out the attached...

refund form. The other 6 transactions where paid with cash which will be returned through a wire transfer. The wire transfer form has also been attached to this response. Once completed both cash and credit refunds will be posted within 3-5 business days. We deeply apologize for the inconvenience, have a great day. 
   Warm Regards,
   Shaimila D[redacted]

Good Afternoon [redacted], I have reviewed the complaint and acknowledged the concerns.  Unfortunately, we do not process cash refunds in the form of a check for reasons of the following: checks were being lost in the mail, international customers were having a hard time...

cashing/depositing and it takes longer (for the customer) to wait for the check through the mail and then cash the check vs. the wire transfer is deposited within 2-3 business days. I have attached our Refund Policy and the wire transfer document for the customer to review and complete.  Enjoy the rest of your day!

Review: Purchased two tickets via [redacted] for bus tour of NEw York City. Charged $22.00 each for the tour. There was no TOUR GUIDE at all, just a bus ride. We had no idea where we were in New York, Missed getting pictures of Empire State Building, 911 Memorial. All we got was a bus ride. Open Loop Ruined our vacation because of this. Never told at the stops what was nearby. This was supposed to be a Guided Tour. I saw other busses belonging to other tour companies with a tour guide speaking through a microphone. We had ear phones to plug in which never worked for anyone on the bus.Desired Settlement: We want a refund issued. We were lead to believe this was a guided tour as described on [redacted].Open Loop1 day ticket (unlimited -Uptown, Downtown& Night)The amount paid for this voucher ($22.00) with Open Loop NEVER EXPIRES. The promotional value expires August **, 2015.[redacted]Open Loop1 day ticket (unlimited -Uptown, Downtown& Night)The amount paid for this voucher ($22.00) with Open Loop NEVER EXPIRES. The promotional value expires August **, 2015.[redacted]Groupon Number:#[redacted]

Review: We booked 9 combination (Uptown, Downtown and Night) tickets for Open Loop for our trip to New York City on 4/**/15 on [redacted]. We had no difficulty obtaining our tickets at the [redacted] location, but whene we checked in, it was explained to us that 2 of the stops were closed. We were told the bus would stop approximately every 30-45 minutes at each stop. We never were able to get a second story seat on the bus and the bottom floor of the bus was consistently over 90 degrees. We waited over an hour at one of the stops as the schedules were not as stated. Our biggest complaint was when we came back to the described location for the night tour. We were placed on a bus and were told to wait till the bus filled up in 20 minutes or so. 30 minutes later we were told we had to exit the bus and pick up another bus around the corner. Here we waited in line for over an hour. The "[redacted]" of the company, [redacted], was there and explained that we would have to wait because one of the buses was out of service. Upon making the complaint to him that we did not have the availability to wait that long, he made a hand gesture to one in our group to shut her mouth. He said he didn't care about our business and that we could easily go somehwere else if we were unsatisfied. He was extremely rude. We asked for a partial refund and he said that was not possible. We ended up taking the night tour 1 hour and 30 minutes later than discussed. The entire experience with Open Loop was an inconvenience and none of the things advertised were as stated. It was as if they had completely oversold the tickets and the customers were completely inconvenienced as a result.Desired Settlement: We paid $69 for 9 vouchers and would like to be reimbursed for this amount as the arrangements were not as stated and the company completely inconvenienced and partially ruined our trip to [redacted].

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Open Loop New York has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased my tickets online on 7/**/15 and arrived in NY on 8/**/15. I stayed from 8/** - 8/**/15. The entire time I was there I did not see any of the Open Loop buses. I waited at the bus stop at Grand Central for 45 min. and not one bus came. on 8/**/15 I had to catch [redacted] the entire day. When I arrived at Pier 83 I asked a guest services rep. where the stop was. She showed me where it was. She explained the at all of the people there had been waiting for 45 min. and she called Open Loop which told her they would be there in 15 min. I ended up leaving and catching [redacted]. The bus was not reliable and the website is very misleading. I saw over 50 NY Sightseeing Tour Buses and 10-20 Big Bus Tours. I could have purchased this tour instead but the advertising had me fooled. I have sent a letter and receipts to the vendor requesting a full refund.Desired Settlement: I require a full refund of $71.00 charged to my [redacted]