Cardinal Flooring

Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageWe do apologize for any inconvenience caused by this situationHowever, we received the cancellation for this reservation on June 10, The tour was scheduled on June 17, As the 17th is the day
of the tour, it is "day 0" for the purposes of countingEssentially, we received this cancellation request days before the tour date
We do stand by our 50% refundWe apologize again for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is convenient to change the day numbering system to make more money on people who are forced to cancel, it is a shady practiceAny reasonable person be should be able to count days on a calander, or specifically hours, and understand what seven days means without preadatory manulipuation
I stand by my original complaintdays is seven days
Final Business Response /* (4000, 9, 2015/07/02) */
Hello,
Thank you for writing backPlease see the Terms and Conditions for Standard Cancellations, as listed on our website:
Other Tour Products & Services
If you cancel at least calendar days in advance, there is no cancellation fee
If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee
If you cancel within calendar days in advance, you will be charged a 100% cancellation fee
We do list "In advance", instead of "within seven days of the tour date" - meaning "In advance of the tour date" where the tour date itself is Day Zero
We do apologize for any inconvenience this situation has caused, however we stand by our Terms and Conditions
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that you feel you have to explain the meaning of the word advanced is a weak explanationWhy would you not change the policy's to days if that is your intentAt no point in your policy do you clearly say you do not count the tour date in the seven daysIt is a poorly written policyIt appears to be written to take advantage of people who can count to sevenI stand by my policy of counting to seven

We represent the ownership and management of Cypress Cove
Apartments and are in receipt of your letter dated June 17, 2015.It is unknown when MrF* contacted
you; however we have resolved the issue of water going into his bedroom as quickly
as possible and have kept in constant contact with
MrF* to update him on
the status of the repairWe have never refused to address or adequately fix
any maintenance issues he has had and have not been dishonest with himIn
fact, MrF* called me on Thursday, June 18, to thank me for
resolving the issue and apologized for his irate behaviorHe also asked to
renew his lease for another year in which we agreed.There was a drainage issue outside of MrF*'s
apartment that didn't allow water to adequately drain away from the building
With the abnormally excessive rain we have received in San Antonio recently,
the water ponded in this area more than usual and seeped into the corner of his
bedroom under the foundationOur professional carpet companies immediately
extracted and treated the carpet every time water entered his bedroom and
replaced padding and tack strips to avoid any mildew growthAttached is the
signed estimate of $2,from Camilo G*** Construction, Incdated June
1, 2015, detailing the exterior work done near his apartment to eliminate the
water from entering in the futureThis work was successfully completed the
week of June 15, MrF* emailed the *** *** of Cypress Cove
Apartments on June 18, to confirm that water had not entered his apartment
when it rained heavily the night before, see attached email.I assure you that his concerns are not being ignored and
all reasonable actions have been taken to resolve all of MrF*'s
maintenance requests and property concernsWe have offered to allow him out of
his lease without penalty on numerous occasions due to his discontent and he
has chosen to continue his residenceHowever, he has verbally accosted the
office staff, maintenance staff and vendors on several occasions and he
understands that must not continueAll of these issues have been discussed with
MrF* directly by the Property Manager and myself and should be
reiterated so that all residents and staff can continue with the peaceful
enjoyment of Cypress Cove.If you have any questions or
need anything else please feel free to contact me.Celine W*** *** *** ***
*** ***

Initial Business Response /* (1000, 9, 2015/07/23) */
Hello,
Thank you for your messageI am showing that we've already refunded for the reservation XXXXXXXXOur Fulfillment department called today to request the information for the new card so that the other reservation (XXXXXXXX) could
receive the partial refund
Once we have received the return call from the customer, we'll be able to action that partial refund for her
Please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 11, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was issued the refund I requestedThank you for your assistance in the matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your messageAs a gesture of goodwill, we are completing a refund for this customerHowever, we also wish to point out where this reservation potentially went awry
For your convenience, please see the link below
for this tour:
http://www.viator.com/tours/Washington-DC/Washington-DC-Hop-on-Hop-off-Trolley-T...⇄ /> Please note, on our website for this tour, we list the following information:
Wheelchair accessible, please advise at time of booking if a wheelchair-accessible trolley is required
This is DC's only trolley with GPS TrackingYou can find the your next trolley arrival, nearby trolley stops, and there is a cafeatureNo phone app is required
***
Unfortunately, we do not have any notes from the customer advising that they required a Wheelchair ready TrolleyAdditionally, if the customer was unable to find the Trolley, they could contact the Local Tour Operator directly via the information listed on their voucher
We always list the local contact information under the "Important" section of the voucher
We do apologize for any inconvenience, but we hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your messagePlease note that the prices listed on the main page are our "Lowest Prices From." In most cases, the prices do not dramatically change from the lowest price, however many of our tour operators do change
their prices for various seasons or times of the day
In this case, the customer is looking at two "Private" ToursFor Private tours, only the customer and their party will be on the tour, so the prices can be very different per person depending on how many or how few people are attending the tour and what vehicle will be used for transport
We do offer a price calendar for our customers so they can look through the pricing for each day, and we do give full quotes for their selected date, time, and number of passengers *** requiring the credit card number
We do hope this information helpsIf you have any further questions or concerns, please feel free to contact us
All the Best,
*** M
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello,
Thank you for your messageWe have investigated this complaint and processed a full refundFull details concerning the refund have already been e-mailed directly to the client
Please let us know if you have any further
questions or concerns
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
Thank you for your messageWe were able to find this customer's reservation by their nameIt is under number XXXXXXXXX
Please note, the time for this tour is listed under the "Important Info" tab on the website, and on the
voucher for this tourThe voucher is sent at the time of confirmation, in this case the customer was sent the voucher immediately after booking
Under the "Important Info" Tab, the information is listed as:
Departure point
***
Departure time
***
Duration
hours minutes (approx.)
Return details
Concludes at Ellis IslandYou may take the ferry back to Battery Park at your leisure
***
And on the voucher, the information is listed as:
Tour Details
Time:
***
Inclusions:
Priority access to board the ferry to save you time at departure
Expert guide
Entrance fees to the Pedestal Museum at Liberty Island and the Museum at Ellis Island
Round-trip ferry ticket
Exclusions:
Hotel pickup and drop-off
Food and drinks
Gratuities (recommended)
Lockers for large items on Liberty Island (available for $2.00)
***
Unfortunately, as the tour operator did holds the customer's reservation for this tour, and the customer was considered a "No Show" for this reservation, we are unable to refund at this timeThe tour did progress as scheduled
We apologize for any inconvenience, but we do hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support

Initial Business Response /* (1000, 6, 2015/11/04) */
Hello,
Thank you for your messageWe do apologize for any inconvenience caused by the length of the investigation, as we were communicating back and forth with our Tour Operator concerning this reservation
We are showing that a full
refund was issued by Viator for this reservation
At the customer's e-mail request, we are also including the Tour Operator's response below:
***
Dear Reservation
Thank you for your patience and my sincere apology for the delay, as we require some time to conduct a thorough investigation on this incident
Below are our findings;
* Our driver had hotels for pick-up, Royal Plaza on Scotts and Orchard Parade hotelHer first hotel pick up was at Royal Plaza on Scotts
* She arrived to the hotel at 1320hrsShe could not locate the family but since she was early, she approached the Concierge, who assisted her to check for the room numberWhen our driver checked with the concierge staff she was told that Mr *** *** is not listed at the hotel
* Mr *** might be a Non-house guest hence our driver went around the lobby once again and would not able to locate themOur driver claimed there was no family of otherwise she would have approach themShe went to approach the Concierge staff again and was attended by Mr Hashim, Guest Services ExecutiveHe run through the system again and confirmed that Mr *** is not listedShe got the hotel to stamp on her voucher and notified of the no-show to our office and left the hotel at 1340hrs
At 1400hrs, our office staff received call to enquire Mr ***'s pick upMr ***'s family was actually waiting outside the hotel for their pick-upOur staff spoke to the Concierge who was aware that our driver was at the hotel earlier and could not themNot to miss their tour Mr *** was instructed to make their own way to the zoo then meet up with our guide at the River Safari counterOur staff explained the meeting point to pax and notified our guide accordingly
Until 1520hrs our guide was unable to locate Mr *** family and called back to us and notified that the family did not turn upYou may refer to the voucher below which was stamped by the hotel concierge who acknowledged our driver was there for pick upRegret to advise that we will not be able to process a refund for this booking as the service was provided accordingly
Regards
***
We do hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 8, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In regards to the Tour Operators response:
The tour operator knew we were not staying at the pickup hotel, as per the booking through Viator.comThe tour operator required us to be at the nominated pickup point, exactly as we had for a previous tour booked through them
The booking was for a family of four, not three as the tour operator claims
The tour operator's staff NEVER spoke to usThe only communication was from the pickup hotel who advised we were to proceed to the zoo and seek out a tour guide at Ticketing

Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patienceI have heard back from our Customer Support team that they have written to the customer with an explanation of the Borghese Gallery tickets, and a refund for the Hop on Hop off Bus Tour
Please be sure
to check your e-mail for more information concerning these two reservations
We do hope this information helpsIf you have any further questions or concerns, please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have also responded direcly to the business that we were forced to rearrange our travel agenda due to AM tickets at the Borghess being sold out-the only option was afternoonWe were told by docent that there is a pattern of AFTERNOON patrons being upset for having to pay almost triple the price for entrance fee when there is no line in the afternoon after 2pmNote our tickets were scheduled by your website specifcally late in the afternoonIt is in the interest of the comapny's local providers to maintain this service and therefore the responsiblity of tviator,com to insure that services offered are indeed beneficial to the customer before chardging triple the price which appears the local docents and customers to be a scamPlease nnote this is ESPECIALLY the tone when your representative waits for the customer and purchases the tickets in front of them at 1/the cost and smiles sarcastically-"no, you take this ticket and walk-!" Obviously, there was no work/preparation or difference the service provided and your representative thought it was funny that there was no line, "No problem-this it ist YOU go in."
Final Business Response /* (4000, 9, 2015/05/21) */
Dear ***,
Please accept our apologies for the lengthy delay in our response to your email sent 6th May
We have reviewed the pricing for this product and can not see where we offer a cheaper pricing for the skip the line tickets for the 9:00am entranceWe have previously provided an explanation of how we purchase the tickets and why they have a premium priceAs for the length of the line, we are unable to predict when there may be queues or not, however we have forwarded the feedback you have provided to our Market team for review and consideration, thus we appreciate your feedback
As a gesture of goodwill on this occasion, we would like to extend a full refund and this refund of EUR has now been processed to your credit cardPlease note that the refund may take 3-business days to appear on your credit card, depending on your individual bank
We hope you enjoyed your time in Rome and your vacation overall and we do hope we can be of assistance to you in the future
All the Best,
*** M
Viator Customer Support

Initial Business Response /* (1000, 9, 2015/12/01) */
Hello,
Thank you for your message. At this time, we are showing that the customer has initiated a Chargeback for this reservation with their credit card company. We are unable to continue with the Refund Request until the Chargeback...

proceedings have been completed.
Once the proceedings are completed, we will continue with our investigation of the Refund Request if necessary.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 11, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They will probably try and fight the charge back that was incurred on them. My credit card company says that the dispute is still on going; until that portion of the litigation is over, this complaint is not resolved. I would like other people who may have had the same problems as me, be able to review my complaint.
Final Business Response /* (4000, 13, 2015/12/10) */
Hello,
Thank you for writing back. Unfortunately this rebuttal provides no new actionable information on our end for this complaint. Please review and let us know if you require any additional information from us.
All the Best,
[redacted]
Viator Customer Support
Final Consumer Response /* (4200, 15, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still have not responded to my credit card company's dispute department. Obviously they are trying to drag this whole situation out as long as possible. It would be nice to have a non "cookie cutter" response from them. This matter is has NOT be resolved.

Initial Business Response /* (1000, 8, 2015/07/21) */
Hello,
Thank you for your message. At this time, I am showing that the customer was issued a partial refund of $200 USD on the date of July 2, 2015. We do hope this information helps. If you have any further questions please feel free to...

contact us.
All the Best,
[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/05/12) */
Hello,
Thank you for your message. We are sorry for the long delay in you receiving a reply from Viator. We have recently upgraded our systems, and this has caused a delay in response times as we work out the bugs in the new system.
At...

this time, we have processed a refund, and messaged the customer directly with the details.
Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/05) */
Hello,
Thank you for your message. We do apologize for the delay in the customer receiving a reply. This is an issue we're aware of, and are actively working to fix.
Unfortunately, in this case, the Terms and Conditions for this...

reservation are non refundable. For your convenience, I am copying the text for our Terms and Conditions below:
Canceling a booking with Viator can result in cancellation fees being applied by Viator, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Viator Voucher for specific details). When canceling any booking you will be notified via email, facsimile or telephone of the total cancellation fees.
Event, Attraction, Theater, Show or Coupon Ticket
These are non-refundable in all circumstances.
Gift Certificate
These are non-refundable in all circumstances.
Other Tour Products & Services
If you cancel at least 7 calendar days in advance, there is no cancellation fee.
If you cancel between 3 and 6 calendar days in advance, you will be charged a 50% cancellation fee.
If you cancel within 2 calendar days in advance, you will be charged a 100% cancellation fee.
http://www.viator.com/terms-and-conditions#payments
We apologize again for any inconvenience this situation has caused. We do hope the customer otherwise had an excellent vacation.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I read the terms they included in their email but (1) it was confusing to say there was a "cancellation fee" as this didn't readily translate to "non-refundable" but rather maybe just a fee proportional to the trip cost and (2) overall I just needed to hear back about the status (even if it was non-refundable as it seems now). Given I now know this is resolved. Thanks!

Initial Business Response /* (1000, 5, 2015/07/17) */
Hello,
Thank you for your message. I am showing this reply was sent yesterday:
Dear [redacted],
Thank you for your patience.
A partial refund of USD 146.00 less has been processed to the credit card used in the...

booking.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We hope that you enjoy your vacation and we look forward to being of assistance to you again in the future.
Kind regards,
[redacted]
Viator Customer Service
http://www.viator.com
We hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your feedback. We feel there may be a mild misconception here and wish to explain what we feel may have happened. Occasionally scammers do use our site to test stolen credit card numbers. They are merely checking to see...

if the card has been deactivated. However, this is not a matter of our site being hacked.
While our site was subject to a data compromise, that compromise only affected our current customers. As this consumer did not have any previous dealings with us, it would be impossible for his credit card to have been taken via our site. We are simply the vehicle by which the scammers who stole his card number are testing his information. This would be similar to someone stealing a physical credit card, and going to a local gas station to buy a soda and see if the card works. It is not the gas station's fault the card was stolen - they were simply where the thief went to test their stolen goods.
As for the triple charge, we briefly had a system glitch that completed extra charges for our customers, and we are working on ensuring everyone who was erroneously double charged is refunded as needed.
We do see that this consumer has followed up with his credit card, which is the best possible [redacted] to have his compromise investigated. We do hope his bank is able to follow up and find the perpetrators of this consumer's credit card hack.
Thank you again for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted] M
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/06/02) */
Hello,
Thank you for your message. Our Groups Department requires additional time to set up large groups as contracts may be required. For contractual reasons, all group communications are required to be in writing.
Group requests are...

replied to within 5 - 7 business days after the request is received, anything too close to that time line may not be able to be booked through groups. Our Groups Sales department does their best to accommodate close to date and last minute requests whenever possible.
Generally speaking we're not always able to recommend making individual bookings on-line because the supplier can require different Terms and Conditions and/or rates; the party might not be able to travel together; and depending on the capacity for the tour the entire party may not be confirmed for their reservations.
We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Groups did have that additional time. We submitted the request 15 days out and we received no response on the matter. Then when we tried to call we could not be put through to the department. After speaking with a Supervisor, they advised that our request was null and void because no one in the groups department had worked on it and it was too late by this point. I find this very unacceptable and this message does not meet my satisfactory. You have quoted me policy that was not followed by that department, only proving my statement and confirming that no action has taken. I did not ask for a policy quote, I asked for the policy to be followed and that the groups team accept phone calls for when requests fall through the cracks as it did in our case.
Final Business Response /* (4000, 9, 2015/06/05) */
Hello,
Thank you for writing back. We apologize for the confusion. Though groups is often able to reply within 5 - 7 business days, they will most often need up to 30 days from quote to confirmation.
We are showing that the first request for this Groups Booking came in on 5/19, and the follow up came in on 5/21 for a requested group tour on 5/30.
We are also showing that this request came in through a [redacted], who has sent in over a dozen requests to our Groups Department - and this is the first request we have not successfully been able to fill in one manner or another.
For the reasons listed above, while again we do apologize that we were unable to meet your request for a tour on this occasion, we will not be changing our policies when it comes to Group requests.
Thank you again for your message, and we wish you Happy Travels.
All the Best,
[redacted] M.
Viator Customer Support

Viator is misguided in its response.
There are complaints with both Viator and VPTG. The written e-mail to Viator customer service on February 27 pre-dates any issues with VPTG which began on March 5. Had Viator attempted to contact me before filing its response, this would have been made clear. 
Additionally, VPTG has essentially admitted they provided no customer service whatsoever when issues arise. 
Finally, as the Revdex.com is a public site, I would not recommend putting a promo code in a correspondence. 
Should Viator wish to communicate on this matter, I would suggest they do it directly with me as well as through the Revdex.com.
Thank you

Initial Business Response /* (1000, 5, 2015/08/05) */
Hello,
Thank you for your message.
Viator worked with Mr. [redacted] to promote his Comedy Hypnosis Show 'HYPNOTIZED!' for a period of approximately one month, commencing June 2015. The partnership was productive with strong ticket...

sales for the show. Regrettably, Mr. [redacted] encountered an issue whereby he was unable to block out non-operational dates in the Viator Supplier Extranet and these dates remained on sale. After being contacted by Mr. [redacted], the Viator Account Management team worked with Viator's Customer Service team to cancel or rebook customers who booked tickets for the unavailable date, thus minimizing inconvenience on the part of Mr. [redacted]. The Viator Account Management team also reported the issue to the Viator Engineering team, who were due to fix the problem in an upcoming system release. Prior to that release happening, however, another booking was made for a non-operational date. Mr. [redacted] contacted the Viator Account Management team again stating that he needed the problem to be fixed that day and for his account with Viator to be cancelled if this was not possible. Since the Viator Account Management team were unable to guarantee that the issue be fixed that day, they accepted Mr. [redacted]' request to cancel and the show was immediately taken off sale. Viator regrets that Mr. [redacted] had a poor experience in the initial stages of our partnership and would welcome the opportunity to reestablish his Comedy Hypnosis Show product for sale on Viator once the issue is fixed.
We do hope this information helps.
All the Best,
[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 9, 2015/06/26) */
Hello,
Thank you for your message. We apologize for the delay in replying to this Revdex.com. I am showing that the customer was refunded, and notified on June 17, 2015.
We hope this information helps. Please let us know if you have any further...

questions or concerns.
All the Best,
Loryanna M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)