Airport Metro Connection Inc.

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Complaint: ***
I am rejecting this response because: the response is full of falsehoods, misinformation, and
contradictions
Assertion 1: The Excellent Tours manager states “As the
tour operators we arrange and plan the details of the tour depending upon the
size of the group, the composition of the group, the type of tour, and the time
the group allocates."
Response 1: The tour company failed to handle the details
of the tour which led to the chaos that occurred on the tour. The company was not prepared to handle two
buses of people. Mamo (Excellent Tours
manager) indicated to me after the tour that they had never done a two bus tour
before. I believe the company’s lack of
experience resulted in the failure of this tour. The tour company was not able to manage a
group of this size or composition, contrary to the manager’s assertion that
they take all of these things in consideration when planning the details of a
tour. Excellent Tours never reached out
to me prior to the tour to get any details that would help them “plan the
details” of the tour. I was constantly
reaching out to them to make sure that everything went smoothly (I have
numerous emails to show how I reached out to them - please let me know where to
send them)
Assertion 2: The manager indicates "that on the day
of the tour, the situation was unexpectedly unorganized and only one person was
to coordinate and mange a group of people with ages ranging from to years
oldThe pifor the group was supposed to be at 6:PM, but it took
minutes to communicate and start the tour."
Response 2: If Excellent Tours is accustomed to managing
tours based on “size” and “composition of the group”, why didn’t they know that
the age range was so large. They never
asked me any questions about the ages of the people on the tour but I told them
that the tour was for a family reunion.
They shouldn’t have been surprised by the large range in ages as members
of a family usually have a large age span.
Things were disorganized at the start of the tour but not because of me
or my family. My family was ready to go
on the tour as scheduled at 5:pm. The
disorganization came from Excellent Tours Firstly, one of the buses arrived at pm or
later and the other bus arrived at 6:or later I have documentation
that proves they agreed to a boarding time of 5:pm not pm. Leroy, one of the bus drivers, asked me how
long the tour was supposed to be. He had
no clue as to what we were supposed to be doing. He also indicated that he was asked to be a
substitute driver as the other person who was supposed to drive the bus was a
no-show. I believe that Excellent Tours
should have given Leroy the particulars regarding the tour. This failure led to disorganization. When Leroy and the tour guide, Richard, met
each other, there immediately were problems between the two of them. Hank, the other tour guide, told my sister
that Richard and Leroy were not getting along.
This conflict created more disorganization as Hank was suggesting changing
buses with Richard to address this conflict.
I had provided each tour guide with a handout of the sites our family wanted
to see in order of priority (I would also like to email this documentation to
you) However, we didn’t go to the MLK
memorial as I requested for the first stop.
So, the tour starts off disorganized due to the tour company’s lateness,
personal disputes amongst hired staff, tour staff not understanding the basics
of the tour, and not following the instructions that I had written up
Assertion 3: The manager states “The group expected the
buses to pull up on a street that restricts buses“
Response 3: We were not aware of any restrictions
regarding buses at our pick up location, which was a restaurant. Excellent Tours only asked that we provide
the address of where we wanted to be picked up from. The tour company never told us that this
address was problematic or notified us of any restrictions. If there were issues, then the tour company
should have notified us. So, much for the
tour company’s “detailed plans.”
Assertion 4: The manager states “Once the tour started,
there was no coordinator in the family and the tour group was standing in the
bus while they were supposed to get off with the tour guide.”
Response 4: There was a family coordinator. Further, people were standing in the bus because
the tour guide, Richard, did not give them clear instructions as to what they
were supposed to do. The tour guide got
off the bus and told my family they could get off if they wanted to. He didn’t tell them to stay together or
anything. Richard did not provide any
direction to Leroy at the US Capitol as to where Leroy should meet family
members who got off the bus. So, Leroy
was upset that the bus was parked in a zone that he could receive a $1,
fine. Leroy took this out on my
family. Neither my family nor I were
aware of any zoning issues. Most people
taking a tour aren’t aware of these restrictions The tour guide and bus driver are supposed to
know how to manage the tour in terms of restrictions, etcwhen visiting
various sites Leroy asked me if I was
aware of zoning rules around the Capitol.
I told him “No, I don’t drive a bus for a living.” I didn’t realize that I was expected to tell
the bus driver what streets to meet us on after touring the Capitol. I thought this was the tour guide’s
responsibility. This was so ridiculous
Assertion 5: The manager mentions that “During that time,
the driver and the tour guide tried to explain what their obligations were, as
people started to blame themConsidering all the misunderstanding and the lack
of coordination coming from the group leader, the tour was extended more than
the allowed time.”
Response 5: Clearly, the manager who wrote this assertion
was not present during the tour. The
tour guide left the bus and then the driver was explaining to family why he
couldn’t stay parked at the Capitol and expressing his frustration because he
didn’t know where he was supposed to park since the tour guide had gotten off
the bus. There was no “lack of
coordination” coming from me as it was not my responsibility to tell the bus
where to meet the tour guide and family members who got off the bus. The tour guide is supposed to instruct the
bus driver and the people taking the tour regarding logistics while on tour
Assertion 6: The manager asserts that “At the end the
group was happy, and the tour guides and drivers received a $tip each.”
Response 6: We were not happy. Hank and his bus driver did a fine job. The problem was with the other tour guide and
bus driver. When all of this was
unfolding, it was difficult to determine if it was the tour guide’s fault or
the bus driver’s. Initially, I thought
that it was the bus driver’s fault based on information gathered. So, I gave the tour guide the tip and didn’t
give the bus driver a tip. The bus
driver approached me at the end of the tour to try to explain things and a few
cousins came up to talk as well and they indicated that the tour guide was the
problem. So, I gave the bus driver a tip
because I needed time to sort out all of the various family reports and things
that I witnessed I certainly didn’t
want to penalize the bus driver if the tour guide was at fault, as I am a fair
minded person. After the tour, I got
some family members together to go over the events of the evening and it all
made sense. It was the conflict and lack
of coordination between the tour guide and the bus driver that caused the
problem. So, they were both at fault in the
final analysis
Assertion 7: The manager asserts that ”Excellent Tours has
good experienced tour guides and drivers who have more than years of guiding
and driving experience in Washington, D.C“
Response 7: This tour company had never worked with
Richard Mapp, as he was recommended by Hank, one of their regular tour guides. The tour company failed to properly vet
Richard Mapp to determine if he was a good match for our tour
Assertion 8: The manager asserts “As *** *** said there
was no misunderstanding among them because they each covered their portion of
the responsibility.”
Response 8: This assertion is simply false
Assertion 9: The manager states “She was offered a twilight
tour for five as a courtesy. Declining
the offer, she requested money back, threatening to write a bad review about
Excellent Tours.”
Assertion 9: As a native Washingtonian, offering me a tour
of Washington when I had just been on a tour of DC was pretty useless and did
not provide adequate compensation for the loss that my family suffered. I requested that the tour company reimburse
me for half the price of the bus that Richard and Leroy were on, as reasonable
compensation for the loss that we suffered.
I only complained and put bad feedback on the internet because the tour
company failed to present me with something of value for the loss that my
family suffered. Sometimes there are
service failures, but one expects the company to make a reasonable effort to
compensate the customer when major service failures occur
Assertion 10: The manager states “As responsible as we can
be, we have all the evidence on our record and we will follow all the rules and
regulations of the city while we do our tours, and we will treat our clients
fairly.”
Response 10: We had
no issue with the company following City regulations. The problem was that the tour company
expected me and my family to know City regulations regarding buses and provide
solutions for adhering to those regulations.
It is not my fault that the tour guide hopped off the bus and didn’t
tell the bus driver where to park the bus.
It is not my fault that the bus is not supposed to pick people up on 14th
Street. The tour company should have
dealt with these issues as part of its “detailed planning”. We were not treated fairly at all
Assertion 11: The manager states that “We have the detailed
proof of what time the group started the tour and the routes the two buses took
to do the tours because the buses are equipped with GPS till they are dropped
at their destination”
Response 11: I would love to see this detailed proof and an
explanation of what is being proved The tour started late and was prolonged due
to failures on the tour company’s part
I could go on and on but I think I have
said enough. Clearly “Excellent Tours”
doesn’t want to compensate me and my family for the poorly executed tour. The manager is more concerned about holding
onto his money than fairness and equity.
This tour was supposed to be a major highlight for my family but instead
it was an embarrassing, chaotic, stressful event.
Regards,
*** ***

Dear [redacted],
 
Re: Complaint [redacted]
The accusation the client is making doesn't have any ground. Excellent tours have a specific route, stops and time spent at each monument/memorial published on the website. At the start of the tour the family gathering was not all in the same mind sate to do the tour, as some of the people were asking the driver to be dropped at the hotel, because they had a long day. Once the tour started at the first stop, still the group was in disagreement about getting off the bus and remaining in the bus. All this confusion and luck of detailed planning was the main cause. As the company’s experience in handling a big group we have a long record and have proved ourselves. We are operating a fleet of vehicles and our drivers and tour guides all have the required license from the city to do a tour.
As we replied before, we take our job seriously and each and every client is very important to us but at no time we falsify, and misinform clients. That is why we took the group for a longer period on the tour and even offered a free tour to clear the misunderstanding. Unfortunately, money back after all the service is rendered is not our policy.
 
Sincerely,
Tsegaye M[redacted]
 
Excellent ToursAirport Metro Connection, Inc.
Toll Free:  ###-###-####
Main:  ###-###-####
Fax:  ###-###-####[email protected]

Dear Revdex.com,
The family tour arranged and planned by [redacted] for August
had misunderstandings and a lack of coordination from the start. As the tour operators
we arrange and plan the details of the tour depending upon the size of the
group, the composition of the group, the type of tour, and the time the group allocates.
On our regularly scheduled tours for the public we have tours that take three
to six hours. Each stop is timed accordingly. The age and size of the group, as
well as the regulations are among the many factors. For our private tours we
give all the options to the groups and families, and the time and stops are
both determined by the family’s needs and desires.
Considering these, when [redacted] contacted Excellent Tours to
go on the African American Tour, she was provided with the name and phone
number of one of the tour guides in advance in order to arrange their custom
tour.
She was briefed by the tour guide on the possible sites they
could cover in a well managed group of that size. On the day of the tour, the
situation was unexpectedly unorganized and only one person was to coordinate
and manage a group of people with ages ranging from 2 to 70 years old. The
group expected the buses to pull up on a street that restricts buses. The
pick-up for the group was supposed to be at 6:00 PM, but it took 45 minutes to
communicate and start the tour.
Once the tour started, there was no coordinator in the
family and the tour group was standing in the bus while they were supposed to
get off with the tour guide. The elders didn’t want to get off the bus, and
remained seated. During that time, the driver and the tour guide tried to
explain what their obligations were, as people started to blame them.
Considering all the misunderstanding and the lack of coordination coming from
the group leader, the tour was extended more than the allowed time. At the end
the group was happy, and the tour guides and drivers received a $50 tip each.
Excellent Tours has good experienced tour guides and drivers
who have more than 20 years of guiding and driving experience in Washington DC.
Each has a responsibility when they work together. As [redacted] said there was
no misunderstanding among them because they each covered their portion of the
responsibility. This was the point that was explained to her when she contacted
the office, and as a responsible business, she was offered a twilight tour for
five as a courtesy.
Declining the offer, she requested money back, threatening
to write a bad review about Excellent Tours. As responsible as we can be, we
have all the evidence on our record and we will follow all the rules and
regulations of the city while we do our tours, and we will treat our clients
fairly. The rules for idling buses to drop off and pick up signs are strictly enforced
in the city. Unfortunately, [redacted] couldn’t take that reason and blame the
driver and the tour guide.
We have the detailed proof of what time the group started
the tour and the routes the two buses took to do the tours because the buses
are equipped with GPS till they are dropped at their destination.
Excellent Tours thank the Trip Advisor team for giving us
the opportunity to respond to the allegation and will provide all the documents
if it is required. We are committed to do the best service to our clients and
it is the first negative review received in our years of service.
Thank you and best regards.
Excellent Tours Management

Review: I contracted with Excellent Tours for a custom African American history tour to occur on Sat, July 26thThe contract was for buses (55-passenger bus and 34-passenger bus)The tour was part of a number of activities planned for my family's reunion which my sister and I were coordinatingNeedless to say, this tour was a disaster as I will outline belowFirstly, the buses were supposed to arrive at 5:pm for pre-boarding for a 6:pm departureBoth buses were lateOne arrived at 6:pm or shortly thereafter and the other bus didn't arrive until 6:pmLeroy, the driver of the 55-passenger bus, asked me if this was a 3-hour or 4-hour tourHe seemed to have no clue as to what the plans wereHe also indicated that he was asked to stand in at the last minute for a bus driver that wasn't able to make it, which explains why they were lateClearly, the bus driver and tour guides should have been informed of the details of the tour by Excellent
Although Hank (tour guide) arrived on the 34-passenger bus which was the first to arrive, he wanted to switch buses after everyone was all loaded and ready to goApparently, he had told my sister that Richard (tour guide on 55-passenger bus) and Leroy were not getting alongHowever, I was unaware of this issue and asked Hank to stay on the 34-passenger bus as my purse was on that bus and I needed to be on the bus with him as he was the only tour guide I had previously talked with and had expressed how I wanted everything to goHank never mentioned to me that Richard and Leroy were having difficulty getting alongMy sister later mentioned it to me when everything went crazyBoy do I wish I had known about the conflict between Richard and LeroyThis was such an unprofessional mess!
Upon arriving at the Capital, Richard told people to get off the bus if they likedFamily got off the bus and were scattering in different directionsI presumed that Richard had given them some instructions but apparently he hadn'tRichard should have told family to stay with him, how long they would be there, where to meet the bus, etc., but he didn't communicate much with themHe didn't communicate with Leroy either because Leroy was angrily telling my family that stayed on the bus that he didn't want to get a $fine for sitting too long in the wrong placeMy family didn't know anything about the fines or where a bus could parkThis shouldn't have even been a concern for themLeroy threatened to leave folks to avoid getting the ticket and Richard didn't provide any directionNeedless to say, many of my family members were very upsetSeveral of my family members were afraid that those off the bus would be left, so they were calling those off the bus on cell phones saying "we have to get back on the bus or be left"Two other family members got off the bus screaming about the situationFinally, Hank went over to Leroy and told him where to meet the family
When we got off the bus at the White House, family was still steaming and indicated that Richard was talking down to them saying that they needed to hurry up and get off the bus and that they didn't have time to get strollers for the babies etcMany family members stated that Richard was knowledgeable but rude, abrasive and had difficulty connecting with peopleLater in the tour, when arriving at the Lincoln Memorial, Richard told everyone to get off the busHowever, after he got off the bus, Leroy told everyone to sit down and that he was moving the busThere were old people on the bus who almost fell because of this sudden change in plansAll family members stated that the conflict between Richard and Leroy seemed to be the source of the problem and my family was caught in the middle of their unprofessional feudingHank tried to intercede to make everyone play on the same sheet of music but it was hopelessMy family was upset and I was upset and totally embarrassed
Ultimately, the tour was late getting back because Excellent Tours was late to begin with, there was discord between Leroy and Richard, and family's emotional responses to the mistreatment had to be managedI had also made a request in writing that our 1st stop be the MLK memorial as my family wanted to take pictures thereIrrespective to my request, we didn't go there first, so our pictures have a dusky lookwe also didn't get to take pictures of the different sub-families as we have always done in the pastWe only have reunions every two years, so this was a major lossNothing went as planned and I am so sorry that I used Excellent ToursUpon telling Mamo the manager of Excellent Tours of the issues he was sympathetic but ultimately didn't take responsibilityHe thought it was everyone else's fault: he thought it was Hank's fault because he recommended Richard, it was Richard's fault for not taking leadership, it was Hank's fault for not explaining the plans to Richard, etcMamo's failure to take responsibility for his team of people is based on his unwillingness to provide any financial compensation for the losses that our family sufferedMy family is mostly from out of state and will probably never come back to DC to do a tourThe opportunity has been lostMamo/Excellent Tours should have fully vetted Richard prior to the tour and should have ensured that teams were assembled with people who could work togetherExcellent Tours needs to take financial responsibility for this fiascoWhy should "Excellent Tours" receive fully payment for a tour that was clearly not so "excellent?" What a huge disappointment!Desired Settlement: 50% refund of the $paid for the 55-passenger bus which amounts to $as this was the bus where all of the problems were
Business
Response:
Dear Revdex.com,
The family tour arranged and planned by [redacted] for August
had misunderstandings and a lack of coordination from the startAs the tour operators
we arrange and plan the details of the tour depending upon the size of the
group, the composition of the group, the type of tour, and the time the group allocates
On our regularly scheduled tours for the public we have tours that take three
to six hoursEach stop is timed accordinglyThe age and size of the group, as
well as the regulations are among the many factorsFor our private tours we
give all the options to the groups and families, and the time and stops are
both determined by the family's needs and desires
Considering these, when [redacted] contacted Excellent Tours to
go on the African American Tour, she was provided with the name and phone
number of one of the tour guides in advance in order to arrange their custom
tour
She was briefed by the tour guide on the possible sites they
could cover in a well managed group of that sizeOn the day of the tour, the
situation was unexpectedly unorganized and only one person was to coordinate
and manage a group of people with ages ranging from to years oldThe
group expected the buses to pull up on a street that restricts busesThe
pifor the group was supposed to be at 6:PM, but it took minutes to
communicate and start the tour
Once the tour started, there was no coordinator in the
family and the tour group was standing in the bus while they were supposed to
get off with the tour guideThe elders didn't want to get off the bus, and
remained seatedDuring that time, the driver and the tour guide tried to
explain what their obligations were, as people started to blame them
Considering all the misunderstanding and the lack of coordination coming from
the group leader, the tour was extended more than the allowed timeAt the end
the group was happy, and the tour guides and drivers received a $tip each
Excellent Tours has good experienced tour guides and drivers
who have more than years of guiding and driving experience in Washington DC
Each has a responsibility when they work togetherAs [redacted] said there was
no misunderstanding among them because they each covered their portion of the
responsibilityThis was the point that was explained to her when she contacted
the office, and as a responsible business, she was offered a twilight tour for
five as a courtesy
Declining the offer, she requested money back, threatening
to write a bad review about Excellent ToursAs responsible as we can be, we
have all the evidence on our record and we will follow all the rules and
regulations of the city while we do our tours, and we will treat our clients
fairlyThe rules for idling buses to drop off and pick up signs are strictly enforced
in the cityUnfortunately, [redacted] couldn't take that reason and blame the
driver and the tour guide
We have the detailed proof of what time the group started
the tour and the routes the two buses took to do the tours because the buses
are equipped with GPS till they are dropped at their destination
Excellent Tours thank the Trip Advisor team for giving us
the opportunity to respond to the allegation and will provide all the documents
if it is requiredWe are committed to do the best service to our clients and
it is the first negative review received in our years of service
Thank you and best regards
Excellent Tours Management
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: the response is full of falsehoods, misinformation, and
contradictions
Assertion 1: The Excellent Tours manager states "As the
tour operators we arrange and plan the details of the tour depending upon the
size of the group, the composition of the group, the type of tour, and the time
the group allocates."
Response 1: The tour company failed to handle the details
of the tour which led to the chaos that occurred on the tourThe company was not prepared to handle two
buses of peopleMamo (Excellent Tours
manager) indicated to me after the tour that they had never done a two bus tour
beforeI believe the company's lack of
experience resulted in the failure of this tourThe tour company was not able to manage a
group of this size or composition, contrary to the manager's assertion that
they take all of these things in consideration when planning the details of a
tourExcellent Tours never reached out
to me prior to the tour to get any details that would help them "plan the
details" of the tourI was constantly
reaching out to them to make sure that everything went smoothly (I have
numerous emails to show how I reached out to them - please let me know where to
send them)
Assertion 2: The manager indicates "that on the day
of the tour, the situation was unexpectedly unorganized and only one person was
to coordinate and mange a group of people with ages ranging from to years
oldThe pifor the group was supposed to be at 6:PM, but it took
minutes to communicate and start the tour."
Response 2: If Excellent Tours is accustomed to managing
tours based on "size" and "composition of the group", why didn't they know that
the age range was so largeThey never
asked me any questions about the ages of the people on the tour but I told them
that the tour was for a family reunion
They shouldn't have been surprised by the large range in ages as members
of a family usually have a large age span
Things were disorganized at the start of the tour but not because of me
or my familyMy family was ready to go
on the tour as scheduled at 5:pmThe
disorganization came from Excellent ToursFirstly, one of the buses arrived at pm or
later and the other bus arrived at 6:or laterI have documentation
that proves they agreed to a boarding time of 5:pm not pmLeroy, one of the bus drivers, asked me how
long the tour was supposed to beHe had
no clue as to what we were supposed to be doingHe also indicated that he was asked to be a
substitute driver as the other person who was supposed to drive the bus was a
no-showI believe that Excellent Tours
should have given Leroy the particulars regarding the tourThis failure led to disorganizationWhen Leroy and the tour guide, Richard, met
each other, there immediately were problems between the two of themHank, the other tour guide, told my sister
that Richard and Leroy were not getting along
This conflict created more disorganization as Hank was suggesting changing
buses with Richard to address this conflict
I had provided each tour guide with a handout of the sites our family wanted
to see in order of priority (I would also like to email this documentation to
you)However, we didn't go to the MLK
memorial as I requested for the first stop
So, the tour starts off disorganized due to the tour company's lateness,
personal disputes amongst hired staff, tour staff not understanding the basics
of the tour, and not following the instructions that I had written up
Assertion 3: The manager states "The group expected the
buses to pull up on a street that restricts buses"
Response 3: We were not aware of any restrictions
regarding buses at our pick up location, which was a restaurantExcellent Tours only asked that we provide
the address of where we wanted to be picked up fromThe tour company never told us that this
address was problematic or notified us of any restrictionsIf there were issues, then the tour company
should have notified usSo, much for the
tour company's "detailed plans."
Assertion 4: The manager states "Once the tour started,
there was no coordinator in the family and the tour group was standing in the
bus while they were supposed to get off with the tour guide."
Response 4: There was a family coordinatorFurther, people were standing in the bus because
the tour guide, Richard, did not give them clear instructions as to what they
were supposed to doThe tour guide got
off the bus and told my family they could get off if they wanted toHe didn't tell them to stay together or
anythingRichard did not provide any
direction to Leroy at the US Capitol as to where Leroy should meet family
members who got off the busSo, Leroy
was upset that the bus was parked in a zone that he could receive a $1,
fineLeroy took this out on my
familyNeither my family nor I were
aware of any zoning issuesMost people
taking a tour aren't aware of these restrictionsThe tour guide and bus driver are supposed to
know how to manage the tour in terms of restrictions, etcwhen visiting
various sitesLeroy asked me if I was
aware of zoning rules around the Capitol
I told him "No, I don't drive a bus for a living." I didn't realize that I was expected to tell
the bus driver what streets to meet us on after touring the CapitolI thought this was the tour guide's
responsibilityThis was so ridiculous
Assertion 5: The manager mentions that "During that time,
the driver and the tour guide tried to explain what their obligations were, as
people started to blame themConsidering all the misunderstanding and the lack
of coordination coming from the group leader, the tour was extended more than
the allowed time."
Response 5: Clearly, the manager who wrote this assertion
was not present during the tourThe
tour guide left the bus and then the driver was explaining to family why he
couldn't stay parked at the Capitol and expressing his frustration because he
didn't know where he was supposed to park since the tour guide had gotten off
the busThere was no "lack of
coordination" coming from me as it was not my responsibility to tell the bus
where to meet the tour guide and family members who got off the busThe tour guide is supposed to instruct the
bus driver and the people taking the tour regarding logistics while on tour
Assertion 6: The manager asserts that "At the end the
group was happy, and the tour guides and drivers received a $tip each."
Response 6: We were not happyHank and his bus driver did a fine jobThe problem was with the other tour guide and
bus driverWhen all of this was
unfolding, it was difficult to determine if it was the tour guide's fault or
the bus driver'sInitially, I thought
that it was the bus driver's fault based on information gatheredSo, I gave the tour guide the tip and didn't
give the bus driver a tipThe bus
driver approached me at the end of the tour to try to explain things and a few
cousins came up to talk as well and they indicated that the tour guide was the
problemSo, I gave the bus driver a tip
because I needed time to sort out all of the various family reports and things
that I witnessedI certainly didn't
want to penalize the bus driver if the tour guide was at fault, as I am a fair
minded personAfter the tour, I got
some family members together to go over the events of the evening and it all
made senseIt was the conflict and lack
of coordination between the tour guide and the bus driver that caused the
problemSo, they were both at fault in the
final analysis
Assertion 7: The manager asserts that "Excellent Tours has
good experienced tour guides and drivers who have more than years of guiding
and driving experience in Washington, D.C"
Response 7: This tour company had never worked with
Richard Mapp, as he was recommended by Hank, one of their regular tour guidesThe tour company failed to properly vet
Richard Mapp to determine if he was a good match for our tour
Assertion 8: The manager asserts "As [redacted] said there
was no misunderstanding among them because they each covered their portion of
the responsibility."
Response 8: This assertion is simply Assertion 9: The manager states "She was offered a twilight
tour for five as a courtesyDeclining
the offer, she requested money back, threatening to write a bad review about
Excellent Tours."
Assertion 9: As a native Washingtonian, offering me a tour
of Washington when I had just been on a tour of DC was pretty useless and did
not provide adequate compensation for the loss that my family sufferedI requested that the tour company reimburse
me for half the price of the bus that Richard and Leroy were on, as reasonable
compensation for the loss that we suffered
I only complained and put bad feedback on the internet because the tour
company failed to present me with something of value for the loss that my
family sufferedSometimes there are
service failures, but one expects the company to make a reasonable effort to
compensate the customer when major service failures occur
Assertion 10: The manager states "As responsible as we can
be, we have all the evidence on our record and we will follow all the rules and
regulations of the city while we do our tours, and we will treat our clients
fairly."
Response 10: We had
no issue with the company following City regulationsThe problem was that the tour company
expected me and my family to know City regulations regarding buses and provide
solutions for adhering to those regulations
It is not my fault that the tour guide hopped off the bus and didn't
tell the bus driver where to park the bus
It is not my fault that the bus is not supposed to pick people up on 14th
StreetThe tour company should have
dealt with these issues as part of its "detailed planning"We were not treated fairly at all
Assertion 11: The manager states that "We have the detailed
proof of what time the group started the tour and the routes the two buses took
to do the tours because the buses are equipped with GPS till they are dropped
at their destination"
Response 11: I would love to see this detailed proof and an
explanation of what is being provedThe tour started late and was prolonged due
to failures on the tour company's part
I could go on and on but I think I have
said enoughClearly "Excellent Tours"
doesn't want to compensate me and my family for the poorly executed tourThe manager is more concerned about holding
onto his money than fairness and equity
This tour was supposed to be a major highlight for my family but instead
it was an embarrassing, chaotic, stressful event
Regards,
Business
Response:
Dear [redacted],