Big Bus Tours New York

Revdex.com:In reference to complaint ID [redacted], The company did process a refund to me after receiving the Revdex.com complaint. This resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Dear [redacted]
My name is [redacted] here at Big Bus Tours New York.
I understand your experience in Washington DC was more than disappointing and for that I really do apologize.
We work extremely hard in all our US cities to provide the best...

customer service and the best sightseeing experience to all of our guests. By reading your complain, I understand we obviously failed on that day to provide you with any of that.
While I have forwarded your email to my colleagues in Washington DC in order to have them investigate the claim and find out
the employees involved, I would also like to start the process for your refund. If you could please send me a copy of your tickets, along with the last 4 digits of the card you have used for the purchase, that would allow me to forward and expedite your claim with the finance department. If your purchase was made in Cash, I would then need your mailing address along with the picture of your tickets.
I would also like to send you complementary tickets for any of our US cities, in the hope you will try us again and give us a second chance. We operate in DC, NY, Las Vegas, Miami and San Francisco.
Again, I really do apologize for the terrible experience you had. I hope to hear from you soon.
Please excuse the delay in responding: the claim was sent to Big Bus Tours New York instead of Big Bus Tours Washington DC
Thank you
[redacted]

Big Bus NYC was absolutely terrible. Worst experience and will never recommend. We ordered the 3 day pass for my family of 6 during our recent trip to NYC last week.

Day 1: All buses were full & could never accommodate our large party, which included a wheelchair. Bus never arrived so we had to take a lyft to the Status of Liberty for our timed reservation. After the Statue of Liberty and Ellis Island tour, we were told the bus could not take us to the 911 memorial so we had to take yet another Lyft. Never once did we ride the bus on Day 1.

Day 2: We took the bus, finally, to the Empire State building. We were excited to continue the big bus to Grand Central station... but after 2 hours (!) of waiting, we were finally told (when calling support) that the only 2 buses they had were broken down and not running. Not one of the 3 big bus employees at our stop kept us informed. They were too busy holding up the wall. (I have a picture to prove this.) We had to call yet another Lyft to take us back to our hotel.

Day 3: Huuuge line, stood in line for over 1 hour to finally get a bus. This happened multiple times. The only good thing that happened was on the final day during the night tour. That's it.

Additional notes:

My mom is in a wheelchair. Never once were we told that wheelchair guests have priority. There was no line organization at any of the stops, except for the Time's Square (M&M) stop. Everywhere else was crowding, cutting, pushing, big bus employees yelling.. one of the employees telling me "Listen lady.. we don't know the status of the other buses."

One day, the AC was broken but the bus was being used. So my mom, in her wheelchair, sat in a 'hot box' & was incredibly uncomfortable the entire route.

I spent A LOT of money for a service we couldn't use since they were always full or broken down.

Employees never told us wheelchair have priority, except on the final day for the night tour, after waiting 1 hour in line.

We spent unexpected money on Lyft since Big Bus NYC was so incredibly unreliable.

Not impressed. I will NEVER recommend this company.

Big Bus, do you want further details? Contact me. My original order confirmation # was 1075591, which includes my contact information.

Review: I ordered two tickets for a NYC Big Taxi Tour online on August *, 2013 for Wednesday, August *. I did not get any confirmation email or tickets as I should have, so I immediately contacted the Big Taxi Tours by email and by phone. They told me that they would get back to me so I would get the tickets by Wednesday, 8/* when I needed them. but they did not. I canceled payment and disputed the charge on my Discover card. They have not responded to them or to me and have yet to refund my $70. I did not get the service I paid for. They have not responded to me or refunded my money.Desired Settlement: I want my Discover card refunded the $70.

Consumer

Response:

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

Sincerely,

Review: I was on a tour in DC with my family. The bus "red line" stopped at [redacted]. We were told we had 20 minutes to get water before the bus would continue on the tour. I got off the bus and my two family member stayed behind, including my 9 year old son. I returned to the bus 8 minutes later and it was gone. I saw it in traffic and my family member frantically waving at me and yelling for me to run to catch up. I had to run through the traffic to catch up to the bus. When I finally caught up, I was told by my family that the bus started moving and when they informed the tour guide that they were leaving early and left people behind, she was told, "sorry, we have to leave". She asked to be able to get off the bus and they just kept on driving. When I boarded, my son was crying and very upset. I told the tour guide that we were told to be back in 20 minutes and they left in less then 10. His response was "sorry". This is unacceptable. I would have never left the bus, or left my family if I wasn't told it was ok as long as I was back in 20 minutes.Desired Settlement: Big Bus Tours should provide a refund.

Business

Response:

Dear [redacted]

My name is [redacted], [redacted] here at Big Bus Tours New York.

I understand your experience in Washington DC was more than disappointing and for that I really do apologize.

We work extremely hard in all our US cities to provide the best customer service and the best sightseeing experience to all of our guests. By reading your complain, I understand we obviously failed on that day to provide you with any of that.

While I have forwarded your email to my colleagues in Washington DC in order to have them investigate the claim and find out

the employees involved, I would also like to start the process for your refund. If you could please send me a copy of your tickets, along with the last 4 digits of the card you have used for the purchase, that would allow me to forward and expedite your claim with the finance department. If your purchase was made in Cash, I would then need your mailing address along with the picture of your tickets.

I would also like to send you complementary tickets for any of our US cities, in the hope you will try us again and give us a second chance. We operate in DC, NY, Las Vegas, Miami and San Francisco.

Again, I really do apologize for the terrible experience you had. I hope to hear from you soon.

Please excuse the delay in responding: the claim was sent to Big Bus Tours New York instead of Big Bus Tours Washington DC

Thank you

Review: I purchased two tour tickets in NYC on 06/**/2013 @ 12:24pm in NYC for $35.00 each I was given a list of 18 stops we could board the buses at our leisure. We boarded one at The Empire State Building and took it to Chinatown, we never saw another tour bus stop at any of the listed locations until hours later at the Theater District stop at [redacted] & [redacted]. After 45 minutes on the bus we were asked to get off as "this bus is out of commission" for the night. I was told to call the company in the AM and would receive a full refund as their service that day was poor. I made SEVERAL calls to [redacted] and was constantly told my call would be returned and never was. I was at one point asked to send copies of my receipts and brochure to Taxi Tours INC [redacted] which I did. About 2 weeks later I got the letter back saying not enough address information. I made a few more phone calls after that and noone ever answers. I wouldn't be frustrated except for the fact that I was TOLD to get off the bus and ask for a refund due to the days poor service. Thank you, [redacted]Desired Settlement: I would like my $70.00 back.

Consumer

Response:

At this time, I have not been contacted by Big Taxi Tours regarding complaint ID [redacted].

Sincerely,

Review: I purchased a 4 person pass for Big Yellow Taxi Tours from Groupon. The purchase was simple. Once in NYC, we walked to the Empire State Bldg and it was unclear what to do. Two people w/BYTT vests helped us get our pass and directed us where to wait for the bus and what to expect. It was a snowy day. We hopped on the bus and hopped off at our desired site. When we wanted to hop back on, we waited 1/2 hour and no bus. Several people were waiting at the site before us and had been there 2 hours. Several calls were made to BYTT and riders were advised the "last" bus was being sent and would be there in 1/2 hour. The group waited 1.5 hours before we got there. Follow up calls to BYTT, resulted in no answer. Finally we gave up waiting and figured out what subway to take and headed towards there. We saw a BYTT and tried to flag it down. The driver went by and turned off the lights-showing the bus was not in service. I paid for a 4 person pass and was told we could hop on/off the bus as much as we wanted, we just needed to be at the pick up site. We were there, the BYTT was not. We incurred add'l expense and walked further to the subway and never got our monies worth.Desired Settlement: I would like a partial refund. I paid Groupon $58 and would settle for half of that back since the BYTT never showed up. I would like to add, even though we rode the top tier of the bus in a storm, we knew we were taking a chance w/the weather and accept our choice. The bus not showing up was a major inconvenience and unacceptable. The tour guide was knowledgeable and did a great job sharing info.

Consumer

Response:

At this time, I have not been contacted by Big Yellow Taxi Tours regarding complaint ID [redacted].

Sincerely,