Cataract Tours & Sightseeing, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint
I hate to rehash this all again but the fact of the matter is that this company agreed to a total amount for their services offered that day with the understanding that it included certain other ticketed attractionsI didn't ask them for a breakdown of their cost compared to what they were charging me for the quote unquote "tour." When the attraction was canceled we were told we would be refunded the cost that attractionThe cost that this company negotiates per ticket should not be my problem, the amount it will cost me per ticket is what I should have been refunded What's sad is were disputing less than $It was poor customer service that day and still is.
Regards,
*** ***

[redacted]I was given your email address by whoever answered the phone. I was trying to respond to the complaint. As you can see from the original response we gave this lady an appropriate refund. He complaint is that because we gave her a deal and allowed her older child, though not eligible, go on the tour for free as a younger child. That is something we have done to enhance our tourist Niagara Falls experience when they think the tour is too expensive. However, with that said, she was given a refund of the amount we pay the [redacted] because of our volume for 2 adults which was $15 each or $30.Where her confusion lies is that the [redacted] charges $17 for each adult, in her case $34, and they also charged her for her older child which we did not. The reason for us not taking tourist on the attraction was that the water level was too high that day and the [redacted] made the decision to close, not Cataract Tours.if you are in agreement , we will consider this matter closed.Respectfully,Angelo T[redacted], Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I did not realize that when I agreed to this tour or  the price charged to my family  that they would be lying to the [redacted] and the [redacted] about the age of my child for their monetary gain.  Again when I expected a refund from them for the  [redacted]  expense I expected it to be what it would cost me to return with my family on my own.  The day was unfortunate circumstances to be topped off with poor customer service.. It's pretty sad really.  
Regards,
[redacted]

The customer was provided with a partial refund of
$which is what we refund for the [redacted] portion of our tourThe [redacted] was unable to be completed on our tour due to the attraction itself shutting downThe customer paid for adult tickets and as stated
in the complaint they were given a discount on the tour and the children went
free, when children are $to go on our tourWe provided the refund based on what the customers paid for which was adult tickets As a courtesy
to our customers we sent in an associate to meet them immediately to provide
the partial refund instead of having customers call the office in the morning
All customers understood and were satisfied with the refund and our
policy. We apologize for the inconvience
that may have been experienced but this unfortunate instance was out of our
control and we did our best to provide instant service and the partial refund

July 28,2015To Whom it May Concern: Reference to Complaint #[redacted]The Revdex.comSpecial Attention to, [redacted] Complaint HandlerWe at Cataract Tours and Sightseeing have read the complaint from [redacted], and find it to be really dramatic and not true to the actual facts of...

the situation.Firstly: [redacted] did have a tour that required waiting in line tor an attraction "Cave of the Winds" that had developed a longer than usual line of tourist. We or any other tour company has absolutely no control over this development, that occurs occasionally during the summer tourist season. Secondly: Someone had given [redacted] my personal cell phone number and when I didn't recognize the number with the 315 area code I chose not to answer, which is a normal action by many people. When I returned to Work on Monday 7/27 I called ** [redacted] immediately, and ironically had to leave a message. Within an hour or so we talked and after heating her frustration I agreed to refund her total tour package price of $245.00. As soon as we hung up I immediately credited her account with the credit card number she provided.Thirdly: The very next day (7/28) [redacted] began calling our office number again several times irate about the fact her credit had not shown up in her account. This is not  an instantaneous transa.ction, but she chose to be irate and file a claim with you. Further she threatened to have the charge with her bank disputed, amongst other threats. Finally: At this point [redacted] is being very unreasonable with Cataract Tours as we have provided her with a full refund for her dissatisfaction with her tour experience. We have acted in good faith to resolve this issue with her, we have all the documentation needed to prove we acted in a timely manner. Incidentally, Ms. Bennett called my cell phone 19 times on 7/26 , as well as our company line, this is not normal in my experiences. Additionally, she was told someone would call her on Monday 7/27 to resolve her issue. We consider this matter closed unless you need further information. SincerelyFrank D' [redacted], PresidentCataract Tours and Sightseeing