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Global Rider LLC Reviews (1)

Initial Business Response /* (1000, 5, 2014/04/09) */
Aloha!
Our customer satisfaction is our number one priority for us, but this one is puzzling
I have all her emails prior to the trip, but the complaint one never receivedPlease double check the email address you sent email to
(please note I did check all my emails, spam, trash, etc) Driver never received any complaints or concerns during or after the tour as well
We specialize in Private Luxury Custom ToursWhen Mrs, *** showed interest in seeing Volcano Park during day and Glowing of crater at night, we scheduled pick up time from Fairmont Hotel at 2:pmIn one of her emails she sad that she did not want to see Rainbow Falls (one of the stops), but want to see black sand beach if possible
Usually we would go around the island via costal highway to cover all the stops, if possible including (black sand beach)But since it was a late start (2:pm), and their goal was to see Volcano National Park during day and night the driver gave them options to take coastal highway or Saddle road
So Mrs*** did get to see pretty much all the stops including Volcano National Park, Thurstant Lava Tube, Steaming Vents, Jaggar Museum, Crater during day and night
As far as the driver remembers poor weather and visibility was a factor that day, perhaps why Mrs*** is unhappyBut we cannot control the mother nature :)
Please note I have copies of emails, where she clearly did not want to see Rainbow Falls (one of our stops) and she said if possible to see Black Sand beach and turtles
Regarding her asking us twice if hrs is enough to see allIn the email I clearly said hr will be enough for sure if we go straight to Volcano National Park and back
She also wanted to stop by some where for dinner, told her no problem you welcome to extend the hours of tour for $per hr, if we go over hours
It is always our priority to see customers satisfied, but weather and timing is something we can not controlI think driver did his best of timing and showing them Volcano National Park and stopping for dinner all within plus hoursWhich we didn't charge extra for it
Let me know if you need copies of all the emails she sentAlso, if you have copy of the complaint email she claims she sent to me, can you please forward to me
If she didn't reached us via e-mail as she claims, she should have called us or at least have the driver know about her concerns
Mahalo, ***
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the person responding has cherry picked from the email conversation-- when I was talking to them via email asking about the time frame I was told I did not have choose my itinerary until the driver arrived and the person assured me there was enough time to do it all - I did offer up to skip rainbow falls portion IF time did not allow itthe response that I got clearly stated there was enough time and I could make my decision the day offThis did not sit right with me which is why I checked againIt was all very non confrontational
the response is insulting that I am disappointed in my tour because of the weatheryes the weather was bad but I would not hold a tour company responsible for that as the person said they can not control it
the response said the driver did not receive any complaintwhat good what that have done? he did not set up the itinerary or the booking- he was the driverWe did say something to him when he first told us we had to choose a route and could not see everything --- it was done in a nice way and he handled it in a nice way kind of joking that no that was just not possible
I do not have all the email correspondence with this company as it was sent through their websitefor this person to pick and choose from the documents is more poor businessto say they did not get the complaint email when they got all the others used on the same address is more fiction
I contacted to verify the pick up time of this tour separate times as I was worried about the 2:pick up not being sufficientOther companies offering large tours were much longer days so why could they do it in a shorter time framethey said time and time again this was enough time to see it all and that I could make my initery day of pick upI asked specifically if we needed to add time on BEFORE scheduled so we could see things prior to it getting dark - was that pick up time enough - and was told each time that yes it wasThe response email stated they could not control timing- yes they canthat is exactly what they can controlthey set the pick up time at 2:not me they said it was sufficient to see all the tour offeringsAs he mentioned the weather was bad so we did not linger at any of the stops , there were only two of us on the tour so it was probably the quickest tour ever at the various stops made Even if we took rainbow falls out of the equation as it was on a different road/ route we did not stop at the other locations offered such as a coffee plantation We did stop at a bakery offered which we only used for the bathroom and kept goingHad we stopped or lingered at those places we would have missed the volcano in the daylightAs it was we got there right at dusk- we literally had maybe minutes prior to sun setHad we had a drink at the bakery we would have missed it all togetherthe response person eluded to my email where I stated seeing the volcano in daylight and at dark was a priority for usten minutes does not leave enough room for comfort , especially as it was at the expense of seeing other things
the response person is missing the boat here- They set the tour itinerary They set the tour pick up timeThey told me it was enough time to see everythingI told them I had never been to the island and looking at the maps did not tell me the speed limit on the roads we would be using so I was needing to trust their judgement on thisWhat I mistake that wasI should have trusted my gut which told me this was not rightMy gut told me to contact them two times prior to verify it was enough time
the dinner that I had asked about- he told me there was enough time to do that WITH the time allotted in the tour but if that was not sufficient I could always add more timenot only was the tour time too short the dinner we ended up having - mcdonaldsnothing says hey I am exploring Hawaii like eating at McDonalds
I am now even more angry with this company based on the response to my complaintthey are taking no accountability they are placing the blame on bad weathercome on
Final Business Response /* (4000, 9, 2014/04/14) */
Aloha,
Even more puzzling!
Still no proof of complaint emailI will post all the emails I have from her (see bottom of the page), will let you decide about cherry picking :)
Again when we set up itinerary our main objective was seeing Volcano National Park at day and after dark and still make it with hrsSo by Itinerary there is only one stop at Black Sand Beach between Hotel and Volcano National ParkCoffee Farms would be no problem for extended time, but it had to be mention day before, so we can adjust timeCoffee Farm was not our Itinerary or was mentioned in the emails before
As far as seeing Volcano National Park Thurstan Lava Tube, Steaming Vents and Jaggar Museum you guys seen it all in min? :) Unlikely
Of course when its soggy and gloomy it seems like it's getting darker faster
Mrs*** clearly did not want to see Rainbow Falls (see email) that would be the only stop we missed
As far as McDonald for dinner Mrs*** is the one who picked the place, because they did not want to pay for any extra hours since dine in would extend the tour at least one more hourHer husband was kind enough to pay for the driver's meal at McDonaldWe usually take people to ***
I know this trip would have been such a different experience, if it wouldn't be for the weather in which we have no control over
Under the circumstance we did our best to have a positive experience
Asking for money back with out talking to us first considering that we never got your complaint email or phone call and all the negative feedbacks is not right
However in the spirit of Aloha, if you ever back here on Big Island, I will be more than happy to take you to Rainbow Falls (you did not want see) or Kona Coffee Farms at no charge
Best Regards

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Address: 77-164 Lupalupa Way, Kailua Kona, Hawaii, United States, 96740-4438

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