Go New York Tours, Inc.

Review: On 8/*, I bought 4 tickets for the tour. The bus #[redacted] had no tour guide and the ear sets were not working. Only music was coming out. When asked the driver if we were getting a tour guide, the driver indicated that they were working on it and he was rude. A lot of people missed their stops because we didn't know where we were because there was no tour guide. Many of the passengers were non-English speaking so they had no clue what to do. Some of the passengers were asking people on the street where we were. A lady was calling out to the driver as she was walking down from the 2nd floor and driver just took off and she fell down the stairs. The driver was very rude about the whole incident and yelled out to sit down. We never got a tour guide on that bus.

On 8/*, the Uptown tour was horrible. We waited over an hour for the bus to come and pick us up from our stop. It appears that there was only 1 bus going through that route. They promised that the buses would come every 20 minutes. Complete lie. We got the 3 days pass but used only 2 days and stopped using the tour completely. All in all, we were not happy with the tour.

On the 8/* tour, a tour guide was available however we couldn’t hear as the ear sets were not working on the bus and the speaker the tour guide was using was very limited in range. You had to be very close to her to actually hear anything.Desired Settlement: I would like 50% refund.

Business

Response:

In order to investigate your complaint please provide scan of your tickets.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and please see the attached scan of the tickets.

Sincerely,

Review: Go New York Tours (GNYT) is a hop-on-hop-off double-decker tour bus service in New York City. My wife and I took a charter bus to spend the day at New York City on June **, 2013. When we got there, we bought 2 tickets from Go New York Tours to see the sights as efficiently as possible for our short time there. Their buses were hard to find, and we were only able to hop back on once during our entire day. They said their pick up cycle was every 15 minutes, but I waited over an hour and a half before being forced to take a subway in order to get back to my charter bus to Albany in time. During the wait for our GNYT bus, I contacted GNYT by phone once after waiting for about 40 minutes. They said a bus was 15 minutes away. After waiting another half-hour, I called again and they said a bus would be there shortly, as well as several others. A few minutes later, a bus did arrive with a representative who got off to meet with about 50 of us patrons who were waiting for a ride. The bus only had room for about 4 or 5 additional passengers, so my wife, myself, and the rest of the customers waited for about another 20 minutes before I finally had to ask the representative for directions for a subway that would take us to our charter bus. I'm not sure why the representative got off the bus to talk with us since he didn't give us any reasons for the delay. All he kept saying was that buses were on the way.Desired Settlement: I would be happy to get a full refund of $64 for our ruined trip to New York City.

Business

Response:

Dear [redacted],

Your complaint about our services on June **, 2013 has been received and we were very sorry to hear about the long wait that you have experienced with our service.

Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we have decided to grant you a reboot for your tour tickets for your next trip to NYC. Also we can offer you 50% refund of your tickets. Please note: in order for refund to get processed, please send us scan of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted]

Redeeming your tickets is quite easy. Just save this letter and present it at our office.

Your "reboot" is valid for 24 months from the date of this response. Thank you.

Thank you for your time.

Sincerely,

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 I will consider the matter resolved, pending the receiving of my refund.

Sincerely,

Review: We purchased on Sept ** 2013 four tickets for $156 (all city super tour 72 hours by 39 $ per person) from Go NY tours web site, authorization code was [redacted]. On october [redacted] we were in Manhattan and we were trying to take vouchers from one of the company representative - [redacted]. However, the authorization code was declined. [redacted] calling his supervisor and advised us to buy tickets again and get refund for the online purchase. So we bought new tickets for 168$ authorization code is [redacted]. We want to get money back for the first purchase. We have emailed their customer service for the last 6 weeks and we still havent received our money back. I left a lot of messages and they just refuse to forward phone call to some manager or supervisor because they are always no available. I have received one email from [redacted] - Quality Control Supervisor only 6 weeks later. She requested proof of these charges. I emailed the photo copies of them and bank statement. No one is answering again and money still havent been returned. I called them several times several days and again no one return phone calls or emails.Desired Settlement: We would like to get $168 back since it was their website error and $10.000 for moral compensation and disrespect.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Go New York Tours has been resolved.

Sincerely,

Review: While visiting NYC with 3 friends on Saturday, October **, 2013 , we were approached repeatedly by street vendor salesmen and women for various double decker city bus tours and we finally decided to go on one. We agreed to an "All City Super Tour" for $42.00 through the "New York Tours" company ([redacted] ###-###-#### according to their brochure). We talked to the salesman about what the tour entailed and were told that we could do a downtown, uptown, Brooklyn, night and Central park bike rental and an empty bus picked us up within minutes. However, this bus only took us to 5 Midtown "complimentary stops". In order to go on any of the other advertised and promised tours, we would have to switch buses. When we got off at the stop where we needed to catch the downtown tour bus, there were at least 400 people in line! We immediately called the above listed number and were connected to customer services. I talked to a woman who told me that there would be buses coming every 13 minutes. I asked if they could send buses more frequently or extra buses because of the amount of customers standing there and she said no. I asked what we could do about a refund and she said to talk to the "supervisor" who should be on the corner or to write a letter. We did talk to the supervisor and he told us that there were "no refunds" and that the only thing we could do was wait for a bus. He told us they would be coming every 20 minutes. When the first bus came, it was almost full so only about 8-10 people standing in line could get on it! We waited another 20 minutes and did not see another bus. In the meantime we felt as though we were waiting our time away in NYC rather than seeing the sights. We talked to the supervisor again and he said that the only thing we could do was cancel our credit card for this transaction and the one person who paid cash would have to go back and find the vendor near our hotel. We went to find him, but he was no longer by our hotel. The three of us who paid by charge did call our credit card companies ([redacted]), but since the charges weren't "posted" yet, we would have to call back to take care of this. We asked the "Supervisor" for his name and he said that it was "Supervisor". This seemed very unprofessional for any company. He told us that sometimes they over sell seats and that this happened to be a very busy day. He said that with the vendors being all over the city, they have no idea how many tickets they were selling and that we could try to get on the bus the next day. We preferred not to deal with this headache and waste of time any more. The next day, we did find our same street vendor somewhat near our hotel and told him what had happened and asked him for a refund of the cash transaction and he said that he could have given it back the day of, but since this was the next day, he had turned in all of his sales and funds to the company. He, too, told us that the only thing to do was to write the company. So, that is what I am doing--along with filing a complaint with the Revdex.com (Revdex.com) and the city of New York Chamber of Commerce so that they are aware of this situation of overselling seats for the New York Tours bus line. From what we could tell by walking around the city, there were many more [redacted] and [redacted] buses than there were for this New York Tours bus line, but we did not pay for another such tour for fear of similar problems. My desired outcome is simply a refund of $42.00 to my [redacted] Credit Card for services not rendered as advertised. I have called [redacted] and have asked for this and they said that they usually deal directly with companies about disputed charges so I just want to make it clear that I have sent a letter stating the problem and requesting the refund.Desired Settlement: My desired outcome is simply a refund to my [redacted] Credit Card for services not rendered as advertised. I have called [redacted] and have asked for this and they said that they usually deal directly with companies about disputed charges so I just want to make it clear that I have sent a letter stating the problem and requesting the refund.

Consumer

Response:

At this time, I have not been contacted by Go New York Tours regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted],

Your complaint about our All City Super Tour has been received and we are sorry to hear about how you were misinformed about our services by our supervisors on the street.

Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we can offer you a reboot for your tour tickets for your next trip to NYC. Also we can offer you 50% refund of your tickets. Please note: in order for refund to get processed, please send us scan of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted]

Redeeming your tickets is quite easy. Just save this letter and present it at our office.

Your "reboot" is valid for 24 months from the date of this response. Thank you.

Thank you for your time.

Sincerely,

Review: They sold us the tour tickets on the street outside of Grand Central Station. They have many sales people all over the place wearing green vests. We went to the pick up place and waited over an hour for a tour bus as we watched their busses come by us but NOT stop for us! Someone on the street told us they don't stop if they are full. They OVER-Sell their tickets and don't have enough busses! While we were were waiting for the GO NY Tour bus, we watched the busses many other companies stop and pick up people and go over and over! So Frustrating! We didn't have any more time to wait, so we had to buy tickets from another bus tour line, so we ended up paying DOUBLE for a bus tour of the city! We were able to get tickets right away from [redacted] Company and catch a bus right away and see the city very well. This other bus tour line had plenty of busses and seats and a better price too!

So we were happy to finally get on one of their busses and thought we would get a refund from GO NY Tours... NOPE! I requested a refund, explained the situation, and GO NY Tours would NOT give a refund and argued with me that their busses were on time and fully functional that day and that I had nothing to complain about. They have a NO REFUND policy and would NOT make an exception! They are deceptive thieves with horrible customer service and no busses to pick you up! Total RIP-OFF! They should have given us a refund!Desired Settlement: A Full Refund.

They should also improve their services or limit the number of tickets they sell to only the amount of customers they can serve successfully!

Business

Response:

Greetings,Go New York Tours would like to to offer you a full reboot of the tickets that you have purchased. This allows you use of our services again and you can contact us at our customer service email, to set up your tickets for a future date. The company has a strict NO REFUND policy, however we have decided to grant you a 50% refund on the total amount spent with on your purchase. Please send us a copy of your sales ticket so we may go forth with the 50% refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They should give me a full 100% refund. They did not provide ANY of the services they promised in exchange for the money I paid them. I can't use the reboot tickets because I won't be back in New York City again.I want a Full 100% refund. That is the right and correct thing for them to do under these circumstances.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Greetings,We have given the best offers available. We have a strict no refund policy found on every customer's sales receipt. A 100% reboot was offered, and after rejection a 50% refund along with a reboot. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if GO NY Tours provides me with a 50% refund, this resolution is somewhat satisfactory to me and the matter has been resolved. I still think they should provide a full refund, but if 50% refund is all that I will get, I will take it.When and how will I receive my refund?Thank you,

Sincerely,

Review: My sister and I purchased tickets for the GO NEW YORK TOURS ("green bus"). The agent on the street told us the location of the tour bus pick up point, and the pick up time. We were on a schedule, and decided on 4:00 p.m. We were all four at the designated pick up point at 4:00 p.m. At 30 minutes waiting, a green bus came but it was a different tour, DOWNTOWN NYC (Also supposed to pick up at 4:00 p.m.) We were waiting for the UPTOWN NYC bus, same company. We asked the agent when our bus tour was coming and he shouted, "NOT NOW". Finally after a few minutes, we asked again. He said it would be another 30 minutes. That would throw our evening plans and also we couldn't be sure that another bus would come in another 30 minutes. We had already witnessed that their buses run late. Also the bus advertized in their brochure is a green DOUBLE DECKER bus. The bus that we saw at 4:30 for the DOWNTOWN tour was an enclosed bus. It looked like a city bus. We called the company and they told us to email them for a refund at: [redacted] . I have been emailing them since August **, 2013. There has been no response to date. I have called the company twice and they say there is no one I can speak with about this matter, no one in customer service, that I can only email. They stated the only persons you can speak with by phone is a Sales agent and a Dispatcher.Desired Settlement: Refund

Consumer

Response:

At this time, I have not been contacted by Go New York Tours regarding complaint ID [redacted].

Re: Case # [redacted]

In response to your letter sent October *, 2013, regarding the above case, I have heard no further from the tour company other than what I have previously communicated to you in September. It is incomprehensible to me that they will not respond to the Revdex.com.

Sincerely,

Business

Response:

Dear [redacted],

Your complaint about our All City Tour has been received and we are sorry to hear about the inconvenience and the rudeness that our agent has presented to you.

Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we have decided to grant you a reboot for your All City Tour tickets for your next trip to NYC. Also we can offer you 50% refund of your tickets. Please note: in order for refund to get processed, please send us scan of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted]

Redeeming your tickets is quite easy. Just save this letter and present it at our office.

Your "reboot" is valid for 24 months from the date of this response. Thank you.

Thank you for your time.

Sincerely,

Review: Purchased tour tickets for myself and 6 year old daughter. Was informed by ticket agent that the ticket we were purchasing was good for all of the tour buses (even other companies?) that "they are all owned by the same company". This became clearly not true as we were not allowed on other buses. After purchasing our ticket for the GONY Tours bus we waited over an hour for a shuttle bus to take us to Times Square. At Times Square we then waited another 45 minutes for the actual tour bus. We took the bus (there was a "tour guide" shouting NYC highlights from the top of the bus as they did not have a functional microphone or speaker system) to China Town and exited for lunch. When we returned from lunch back to the tour bus stop we then waited another hour for a GONY Tour bus to arrive. Meanwhile, at least 20 buses from the other bus tour companies came and went (the other bus tour companies our original sales person told us we could ride with our ticket). So far I have spent 2 hours and 45 minutes WAITING for buses. Finally a bus arrives, but there is no room on the top deck, so my daughter and I had to sit on the bottom of the bus which had no air conditioning. On this day in NYC (July **, 2013) it happened to be approximately 98 degrees. Meanwhile, this bus did have a functional speaker system so that we could listen to the rude tour guide yelling and shouting tour highlights and even using obscenities. I had enough. We got off at the next stop and took a taxi back to our hotel. I spent $54 and went from Times Square to near World Trade Center. I spent more time waiting for a bus then actually riding on the bus. We wasted hours of our day, plus had to listen to an obscenity laden tour. When I returned to my hotel I called GONY Tours and was told by a manager named [redacted] that I would be given a refund. I had to email customer service and send them a copy of my receipt and explain the situation. However, customer service has refused to provide a refund as they claim the "no refund" information on my receipt is sufficient excuse. I continue to email customer service (GONY Tours will not allow you to speak with someone other than dispatchers) and receive no return communication. GONY Tours did offer me a free bus tour, which I cannot or will not use. I see no reason to ride their bus tours ever again, especially listening to rude tour guides that curse in front of small children.Desired Settlement: I wish to receive a full refund, not credit.

Business

Response:

Your complaint about our services has been received and we are sorry to hear about how you were misinformed by our agents on the streets about our services.

Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we can offer you a reboot for your tour tickets for your next trip to NYC. Also we can offer you 50% refund of your tickets. Please note: in order for refund to get processed, please send us scan of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted]

Redeeming your tickets is quite easy. Just save this letter and present it at our office.

Your "reboot" is valid for 24 months from the date of this response. Thank you.

Thank you for your time.

Sincerely,

Customer Service Team

Review: I purchased vouchers for 2 on the All City Tour on 6/**/14.. As I was traveling with someone not from New York, I asked if narration on the tour was provided. I was told-- "YES" both by multi-language earphones and with a personal narrator. When I purchased the voucher, the confirmation indicated that I would be receiving an email with 2 hours. NEVER RECEIVED. Called numerous times and was told different locations as to where I should claim my tickets, i.e. [redacted]'s, Times Square, [redacted]. I was making my way to [redacted]. and called again and I was told that I could not retrieve the tickets there and that I would have to go to [redacted]'s. I went to [redacted] and got the tickets. Waited 45 minutes for the south loop and when I boarded I asjed for a map so that we could follow the tour. I was told that none were available, but that they would be at the next stop. No maps at the next stop. No personal narration and the headphone set ups did not work. The driver said that they never do and that this company does not take care of its buses. I asked for a map at the next stop and again not available. This service is an absolute SCAM and should not be permitted to operate in NYC. How do we get their license pulled?Desired Settlement: FULL REFUND FOR FAILURE TO DELIVER PROMISED SERVICES!!!!

Business

Response:

Please choose to proceed with your complaint through customer service or Revdex.com.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company is requested a copy of the tickets which have expired and of course I discarded them. I forwarded to them a copy of the voucher and the payment receipt. They are demanding the tickets which is just another way of their avoiding issuing a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

According to our records we have processed 50% refund for you on 7/*/14

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,

This company seems to operate a very unprofessional business. I was walking along the street when one of the busses pulled near the curb (near me) to make a stop. A taxi was sitting their with the passenger getting out the car. The Go New York driver started cussing out the driver in completely foul and inappropriate language. (Meanwhile, a City bus just waited a moment calmly.) When the Go New York bus pulled away, the guide on the top deck gave the finger and appeared to be yelling at someone on the curb: by then, the taxi driver had pulled away, so I'm not sure if it was the passenger, or someone else. I caught up to the bus and recorded its license plate number and bus number. When I got back to work, I tried to call the company and make an oral complaint. The company lists 3 phone numbers on its web site, but NOT ONE of them works: you get one ring, and then the line goes silent! I submitted a complaint like the one I'm writing here: we'll see if any response is forthcoming. Given that there is a wide choice of tourbusses, I would choose another company. The city is stressful enough: find a company whose drivers and guides don't make life hell for the rest of us.

Review: On Saturday, August **, 2013, I rented a bike with a trailer add-on at GO New York Tours at [redacted] The man at the register charged my Mastercard $44.00.

When my daughter tried to ride the add-on, she became scared because she’s never been on a two-wheel bike before. I entered your store five minutes later and asked for a refund but was not granted one.

I cannot believe this has happened. Whenever I have done business with someone in NYC, I have always been able to obtain a refund when something goes wrong.

The cashier said I need to go to their website and file a complaint to get a refund. I sent [redacted] two emails - one on 8/**/13 and another on 8/**/13 - to their customer service email address ([redacted]) and let them know what happened. I attached my receipt to the email. They never responded to either of my emails. They didn't even send me an email saying they had received my emails.Desired Settlement: I still have the receipts I received from the salesperson that day. I would greatly appreciate if you refund me my $44 either in cash or refunding my credit card.

Consumer

Response:

At this time, I have been contacted directly by Go New York Tours regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The Business Address is different than the one I provided to you:

GO New York Tours

Attached is the leasing agreement I signed and the receipt.

Thank you.

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are sorry we did not get your initial e-mail. Bike Rental Central Park has a non refund policy. We can offer you reboot of your tickets valid for any bicycle rental valid for 12 months. Please kindly let us know by responding to [redacted]. Thank you in advance.

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 purchased tickets online for 5 people to ride the hop on hop off bus tour for May [redacted] I was told where to pick up my actual tickets using my online voucher. I approached the first agent I could find and they handed me my tickets and told me to go up the street to board the bus. I walked many blocks where they said to go and was approaced by another agent who told me that the bus does not stop there, that I need to go across the city to board a bus, so I walked across the city to board a bus and was told by another agent that I need to walk even farther to board the bus, so I did and found the street blocked off due to a parade. At that point I felt like I was on a wild goose chase. So, I decided that I would not walk another marathon to catch a bus because the agents on the street were not knowledgeable enough to trust them. I was in the city from 9 a.m. to 5 p.m. and I did not see one bus. I asked for a refund and they simply told me that the buses were running on a regular schedule that day and that is absolutely not true due to streets being closed down.Desired Settlement: I just want my money back. It would be nice if the company would be aware of such situations and notify the public BEFORE they purchase tickets on a certain day. Plus it would be nice to have the stops and pick up locations clearly marked. The agents didn't even know where to tell me to go.

Business

Response:

As per your e-mail see below

I purchased tickets online prior to my NYC visit of May *, 2014. I went to pick up my tickets in the city, as was requested and was told by the agent where to get on the bus, so I walked across the city to get on the bus and was met by another agent who told me I needed to go somewhere else to get on the bus, so again, I go across the city to get on a bus to find another agent who told me to go to another area, which was closed down due to a parade. I was in the city all day long and saw zero green buses. I am demanding a refund of $145.

Go New York Tours Inc. was running regular schedule with all our bus fleet and you stated that the whole day you did not see a bus. Please note, we have a no refund policy.

Review: I am writing to bring to your attention a serious and frustrating matter I had with a tour company (GoNYtours) during our stay in New York City earlier this week. We were mislead into purchasing tickets by a street agent for GoNYTours, that we thought would be usable to get us to the Statue of Liberty, and when they, in fact, did not, we were forced to pay an additional $50 cash from another GoNYTours agent for tickets to the Statue of Liberty. Then, after waiting in line for a boat to the Statue for over an hour and a half, we were informed that the boats were closing early for Christmas eve - unbeknownst to us - and that we had missed the last one. Since no boats would run the following day (Christmas), we would not have the time to come back before we left the city. We were later denied any refunds from the company.

On Monday, December [redacted], we purchased bus tickets from [redacted], one of the street agents near Macy's. Prior to purchasing, we had specifically asked whether these bus tickets, in addition to getting us around the city, would get us to Ellis Island and the Statue of Liberty. We were met with a reassuring "yes." We also asked whether the boats would run on Christmas Day - to which he also responded yes. Disappointingly, he was wrong on both counts.

When we arrived at Battery Park around 11:30am on December [redacted] and attempted to get in line for a boat, we were informed that the tickets we had purchased from [redacted] would not suffice. You can understand my frustration here after paying $88 for a bus tour we thought was inclusive of a pass to the city's most historic site would not actually get us even remotely close to it. Since we had our hearts set on going, we approached another GoNYTours agent, [redacted], near Battery Park to purchase Statue of Liberty tickets. We asked to pay by credit card but were denied and were forced to pay cash; no receipt of purchase was given.

After waiting in line for over an hour and a half, we were denied entry to the statue along with hundreds of other people waiting in line behind us. Employees there informed us that we could receive refunds from the companies where the tickets were purchased or come back on Thursday - by which time we would be on a plane back to Hawaii. Frustrated, we returned to the agent who sold us the tickets, [redacted], and were met with violent resistence. We explained the situation and were offered absolutely no help, apology, sincerity, or suggestions for righting the wrong - only impassioned defensiveness. Certainly not the type of customer service or professionalism I would expect from a prominent New York City establishment. On top of everything, we observed [redacted], along with other agents, continuing to sell tickets to the Statue of Liberty for that same day!Desired Settlement: A full refund of the $50 for the cash paid for the Statue of Liberty Boat Tour and the $88 paid for the All city bus tour.

Business

Response:

Greetings,

[redacted] was refunded. Thank you.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I recently purchased two tickets over the phone with this company. After telling them I did not have a printer she explained that any of the reps could print out my tickets. I called two more times to report I was unable to find any of their buses and agents. I never had my ticket printed or could find any of their buses. They had originally told me that their buses run every 15 minutes which is a flat out lie. I requested a cancellation within a day of buying the confirmation. They have refused repeated requests to refund the payment. I was never told I could not cancel the service. I have not used their service or ever even had a ticket for the service and would like a full refund. I have no intention of doing business with this company. They have referred to me as a thief and delusional over email. The email string clearly indicates that they are refusing to provide the service they promised. Total crooks taking advantage of tourists.Desired Settlement: I would like a full refund. The service was not provided. Their bus and representatives were impossible to find. I have not received any services but instead a waste of time. I shouldn't have to pay for this nonsense.

Business

Response:

All sales are final and there is no refund on any used or unused services.

Review: On Tuesday, July [redacted], 2014 at the [redacted] stop, the driver almost ran over a child. There was a GO New York Tour employee at this stop monitoring who could get on the bus. He was acting irate and yelling at the drivers to not let certain people on. My friend and I were waiting to get on and were told that we, along with some other people, had to line up by the side of a building away from the bus stop. At first I didn't realize he worked for GO New York and thought he worked for another bus company, and he and the drivers were arguing over which bus tour could use the stop. Because it took two buses before we were even given a chance to get on the bus, I finally figured out that he worked for GO New York. As we were attempting to board the bus, this employee was screaming at a young woman who had a small child. She, also, had to wait for several buses, and he was accusing her of jumping the line. She told him that she was getting on the bus and a heated argument occurred. This employee instructed the driver to pull the bus over to another road and as the driver pulled away, he almost hit the child. The irate employee instructed the rest of us to get on the bus but my friend and I could not leave this mother and child alone with this man as he was very upset and hostile. When he noticed us with our phones out to call the bus company, he disappeared. We attempted to get this issue resolved with the bus company but no one seem to have any answers. We finally got on another bus and at the final stop in Times Square asked to speak with a [redacted]. We got a [redacted] We told him what happened and asked for a refund as my friend and I ended up getting back too late to attend a Broadway Show plus the mother of the young child had bought a more expensive package and was not going to finish using because of the incident at [redacted]. [redacted] told us the only was to get our money back was to file a complaint with [redacted]. I filed a complaint with [redacted] and directly with GO New York Tours and have not received a reply. My friend and I would like a refund of $34.00 each totaling $68.00.Desired Settlement: I feel that my friend and I are entitled to a refund of our $68.00.

Business

Response:

In order to investigate your complaint, please e-mail scan of your tickets to [redacted]

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. I have e-mailed GO New York Tours a copy of my bus tour ticket and the matter will be resolved if they issue me a refund.

Sincerely,

Review: I was stoped by 1 of the staff of the tour company offering tours around Manhattan and they told me that it is a hop on hop off bus that I can go off and come back on the bus, and the bus will come to the stops every 15 minuets it was for $33.99 and he sad that they offer in different language.. as well,,, first of all I went off and had to wait for almost 45 minuets for the next bus and when the bus came it was to fill so I had to wait another 30 minuets for the next bus in the rain. and they only spoke in English witch they told me that they offer in molt-able languages. and it was raining inside the bus the tour guy didn;t talk as well it was nothing worth and what the told me it will be and when I was about to go off the bus I fell of the steps got little hurt so I asked for the guy for a refund he told me that I will have to go to the office so I went to the office I told them what happened and they looked at me like what do I care WE DO NOT GIVE REFUND'S!!!! THAT'S IT FINISH TALKING TO U!! and they kicked me out of there and hed to go to the docketer to look at my feet... so tell me why new york need such a company open....... they just need money and don't care about there customersDesired Settlement: First of all they have to put people that don't lie

and when they offer refunds they should give not just push the sale

we don't need such company's on the streets of new york!!!

and the bus is not clean it a tour bus so I want a tour guide not just a driver that yells

Business

Response:

Dear [redacted]. All of our employees are well trained to assist to a customer who has injured themselves on one of our buses. We have no records indicating that there was an incident on a bus that had to be medically checked. Also records do not show there has been a visitor by the name of [redacted] at our visiting center and especially with a medical issue. Which if you were to have gone they also would have had you file a statement and noted on our log.But furthermore, Go New York Tours has a standing No Refund policy on Unused or Partially used services. We still require a scanned image of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted].Thank you for your time.Sincerely, Customer Service Team

Review: On June **, 2014 I purchased tickets for tours of New York City. One was for a night tour at the price of $58.00 and the other was for a 4 day tour at $166.00 in which the night tour was included. After arriving in New York I visited the business's office and asked to be refunded the fee for the night tour since I had purchased it already in the 4 day tour. My receipt was taken and I was promised a refund within a few days. This never happened and upon numerous phone calls the matter has still not been resolved. We took the 4 day tour but we could not take the night tour more than once.Desired Settlement: My desired outcome is my credit card be refunded the $58.00 for the night tour.

Consumer

Response:

At this time, I have not been contacted by Go New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

[redacted]

[redacted] Dear [redacted] Your complaint in regards to your extra booking of our Night Tour on January **, 2015 has been received and we are sorry to hear about your experience. Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we can offer you a reboot for your 2 Night Tour tickets for you, your family, or friends. Please note: in order for a reboot to get processed, please send us scan of your tickets by email to [redacted]. Redeeming your tickets is quite easy. Just save this letter and present it at our office. Your "reboot" is valid for 24 months from the date of this response. Thank you. Thank you for your time. Sincerely, Customer Service Team

Review: Admittedly, it was a very busy day for tourists in NYC on July *, 2014 and traffic problems were severe, resulting in our arriving too late for a boat trip in NY Harbor. But the treatment we received from the representatives of Go New York Tour was reprehensible. Rather than review all the details, I am showing you the email I wrote to Go New York Tours. My four phone calls to them today on two numbers (###-###-#### and ###-###-####) were all met with a fast disconnect as soon as I asked for one of the agents. These people are a disgrace to the City and should have their license cancelled. [redacted] from [redacted]

Copy of 7/** email:

Attention: [redacted]. Copy to [redacted]

From: [redacted]

Sent: Monday, July **, 2014 8:41 PM

To: [redacted] Subject: Refund Request

I have emailed your office concerning this matter on July * and spoke by phone to [redacted] on July **, having received no satisfaction from either. My situation is simply this. On July * I purchased three tickets for your Downtown New York Tours at Broadway from your [redacted] at 2:27 PM. I was subsequently persuaded to extend our visit for three on the NYWT cruise with assurance that there would be time to complete the extension. We left Times Square about 2:35 PM. With no interim stops we did not reach Battery Park until about 4:10 PM at which time the water tour was closed. A request for a $30 refund was impolitely declined at that time. We could not reschedule since we were leaving NYC early Monday morning. I feel strongly that we are entitled to a refund of $30 on our [redacted] credit card. I am still holding the tickets if you would care to have them. I do not take injustices such as this lightly. If necessary I will take this issue to [redacted] for withholding of funds, notify the Revdex.com and expand my concerns to [redacted], etc. I plan to contact you by phone tomorrow and respectfully request that you make the necessary refund. Should you wish to contact me, I can be reached by phone at ###-###-####.Below is the content of my original 7/* email.

I was sold three extension tickets on July * for your extension tour NYWT Downtown Cruise by your agent at Times Square with the understanding that the Downtown tour would reach the Battery in time for the last departure at 4:00 PM. In fact the bus did not arrive until 4:10PM and we did not receive our tour. I would like a refund of $30 dollars applied to my [redacted]Desired Settlement: Credit my [redacted] card in the amount of $30.00. I have the three unused and would be happy to provde the proof.

Business

Response:

In order to investigate your complaint, please provide scan of your tickets. Thank you in advance.

Review: purchased 2 tickets for bus tour. 13 stops involved. We only were able to see one stop on tour Chinatown, bus came after 1 hr wait, unable to get on because it was full. Waited another 45 mins. , no bus. end of tour for us. company rep. stated bus would be available every 20 to 30 mins. For 64.00 dollars we got a bus ride from [redacted]. to Chinatown, resat of tour was a wash.Desired Settlement: 64.00 refund

Consumer

Response:

At this time, I have not been contacted by Go New York Tours regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted],

Your complaint about our tour has been received and we were very sorry to hear about the misleading of our agents and the long wait that you have experienced with our service.

Go New York Tours has a standing No Refund policy on Unused or Partially used services but upon further consideration of your request we have decided to grant you a reboot for you tour tickets for your next trip to NYC. Also we can offer you 50% refund of your tickets. Please note: in order for refund to get processed, please send us scan of your tickets by email to [redacted] or mail the original tickets to Go New York Tours, [redacted]

Redeeming your tickets is quite easy. Just save this letter and present it at our office.

Your "reboot" is valid for 24 months from the date of this response. Thank you.

Thank you for your time.

Sincerely,

Review: We were approached by Go New York Tours representatives in Times Square on 5/*/2014 while we were looking for Gray Line bus tours. They started telling us about their hop-on, hop-off NYC bus tours. We asked if they were Gray Line and they said yes. They told us all about their tours and when we asked how often a bus would come to the designated stops, they said every 15 minutes or less. We bought 4 tickets. When we went to the place where they told us to get on the bus, we tried to board at the Gray Line stop only to be told that our tickets were not Gray Line, they were Go New York, and were directed to a line a half a block long. We got in the line and waited almost an hour for a single bus to come, at which time it only let on about a dozen people and then drove off. We asked a Go New York agent when the next bus would come and she said it was less than 6 blocks away and that the wait wouldn't be as long as for the last one. We waited another half an hour and one more bus came and again only let on a handful of passengers. At this point we gave up and left. After filing a complaint with the credit card company, we called Go New York Tours customer service number and were told there are no refunds, and the woman was very rude and hung up on us. We have been charged $128.00 for four tickets. They misrepresented their company, misrepresented their services, made promises they did not keep, and then refused our attempts to work with them over the phone.Desired Settlement: We want a refund of the amount they charged us for services they did not provide.

Business

Response:

Thank you for taking time to communicate to us why our service did not meet your expectations. We have every desire to address customer needs and to provide best possible service to each and every customer. We highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from satisfied customer. It is our goal to provide best possible customer service. Thank you for your feedback. Please note in order to investigate your complaint please send scan of your tickets to [redacted]

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 am requesting a full refund for the worst tour bus experience we have ever had. We were in NYC for the last few days and I had prepurchased tickets for the all access tour. The first day we went looking for the company and there was none to be found. I know there was 50MPH winds that day and maybe they did not show up but ever time we asked the other companies where to find GO NYC Tours there was not one employee at that location. We finally gave up on day one.

On day 2 we finally found a guy in the green coat but he did not know how to print our tickets from the voucher I had. We finally were able to find someone later that day to print our vouchers but were out of time for a tour as we had tickets to a show.

Now onto day 3 (our last day) we get on the Downtown tour bus and take it to Ground Zero. When we tried to get back on the bus a few hours later the bus stop was at a different location (about a block earlier as far as we could tell) so we tried to wave down the bus driver as he passed us and he just shook his head as he drove by us. We tried to run to keep up with the bus to the next stop but could not do it. This was around 5pm so we were assuming that this was the last bus of the day so we had to take a $45 cab ride back to our hotel in Hell's kitchen.

Trying to savor the little time we had left on the passes we decided to do the Night Tour. On our tickets it states that tours depart nightly between 6-9pm so we arrived a little before 8:30 only to wait in the freezing cold for a bus to show up about 8:45 to say that the last tour leaves at 8 and we were out of luck. He called the main office and they said they would extend our tickets for an extra day which did us no good since we were leaving the city.Desired Settlement: I am requesting a full refund.

Business

Response:

We are operating 365 days a year.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The only thing they stated was that they operate 365 days a year. I am asking for a full refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The purchase was made 2/**/2014 on MasterCard ending in [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please email this information to [redacted] for the refund process.