GotoBus

Dear [redacted],Thank you for your reply,Since there was another group boarded tour bus per record.1.Please provide your arrival time to the location.2.Please provide the landmark of the arrival location. So we can investigate this case with tour operator, thanks! Best Regards,Gotobus.com/TakeTours.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Dear Revdex.com,But why did I not pay directly to them? If this only concerns their service, why did I not book directly to them? It’s because we booked through TakeTours’ service and made the full payments that TakeTours billed us. TakeTours receive payments for what services? I want to the tour provider to be responsible. This is my complaint letter because the service was really bad.I have everything that I stated on videos and recordings. If necessary, I really want to show you how bad the tour guide was and all of my statements are indeed the truth. I seriously don’t want anyone else to experience this when they have paid the tour, but treated very badly by the tour guide (tour provider).Thank you Revdex.com. 
Regards,
[redacted]

Dear [redacted],Thank you for contacting Gotobus.com,The first attempt we have received from your email [redacted] was on : 2016-11-18 19:20:04 as follwing:"[redacted] wrote on 2016-11-18 19:20:04I need to cancel my reservation for Nov 23 NYC to DC and the reservation for...

Nov 25 DC to NYC. Thank you."Our representative have replied you on- 2016-11-19 13:50:12 and stated the policy that all tickets are not refund-able, as you agreed on the terms and condition before check out.We can refund $5 to waive the over-time change fee. However, $5 of opening the tickets are regular charges, you would to pay $5 for each ticket to be open.Please contact our support at [redacted] with the last 4 digits of your credit card for the partial refund of $5.Should you have any further question, please feel free to contact us.Best Regards,Gotobus.com

The business is outright lying:1. Tour guide did force the the passenger and so did they, please see attachment. They mention two optional activity on their website but forced us to buy two optional activities in first 3 days, which we bought and then one activity on last day, the "[redacted]" at Niagara Falls. We were forced 3 activities while told for only two. 2. They had asked us to wait at wrong place, in their email, only after we called them they said that we are waiting at the wrong place, and the information on website and email sent by them is wrong. What if we did not have a cell phone in Canada?3. This was a real bad experience, we will never take another tour from this company ever again.The business is outright lying again, I [redacted] was on tours with my two daughters. The person who is responding to Revdex.com has no clue what really went on.We want full refund of this tour at this point as it was a torture tour and they keep lying one of top of another. They have also recently changed their website details but information was different when we took the tour. Please see 2nd attachment.
Regards,
[redacted]

Dear [redacted],We apologize for any miscommunication or inconvenience caused,It was per policy that if cancellation due to weather condition, the credit will be issued credit, instead of a refund. However, Gotobus.com do understand sometimes it may not work out, so we always offers...

exceptions for the situation like this. We will issue the refund for your tickets, please check your email inbox, as our team will contact you from there. Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

Dear [redacted],Thank you for your reply,Please understand, Gotobus.com is not a bus operator. Every information we provided is after an investigation and report from the bus operator directly. Since the bus company eventually made an exception on refunding your ticket, please contact our [redacted] to claim your refund. Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting us,It seems like you may have some issue of receiving our email message, or you may have not check your email provided in our profile: [redacted] We have made very early reply on your first request(check attachment) explained the case for your confusion. Right after your complaint filled on Revdex.com, we made another investigation and request to the tour operator, which was forwarded to you by Nov 27(check attachment).For both replies, we have never heard any reply from your end. Please check your email inbox mentioned above, we still have this case opened for you convenience. Thank you,Best Regards,TakeTours.com

Dear [redacted],Thank you for contacting Gotobus.com,We apologize for the experience you had with us, just to clarify Gotobus.com is not a bus company, we are online ticket agents. All tickets purchased will come with its bus company's policy. As many other bus companies [redacted] has a...

policy which states:"-Tickets are non-refundable and date/time specific, unused ticket will be invalid. No rescheduling within 24 hours of departure time."We feel sorry that you have missed your services due to emergency, but as our customers had addressed to you, we need to follow the policy that [redacted] Bus provided. However, we have made a compensation for you, did reschedule an expired ticket as one time exception for you with [redacted] Bus. You claimed the bus did not show up on the newly rescheduled ticket, but based on the booking report, other passengers had boarded on the bus successfully, if you have any details supports otherwise, we can investigate this case further with [redacted] Bus company. Please understand, once you missed the bus, we are not able to make change or refund for the tickets.Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

We already offered and agreed with the compensation to the customer for this complaint. However, the customer seems not responding to our request of sending a formal message to us(mentioned in the reply), which is required by our procedure of getting her initial demand. We have failed to get in touch with the customer and she is not responding to our messages. From there this case was closed as Unresolved, we have no much control on the customer’s action even thought we have agreed with what she asked for.

To Whom It May Concern,Thank you for contacting GotoBus. We really appreciate your feedback and we sincerely apologize for any displeasure you may have encountered. To clarify, GotoBus is not a bus operator, instead we are a third party, in that we list services online and allow you to choose which...

service to take. Your travel was booked with [redacted]. Bus. When the customer purchased the ticket, the price was $40 on-way; however, the bus operator [redacted]. adjusted the price to $80 one-way. We stated in the Bus Policy ([redacted]):Rescheduling - With the exception of self-rescheduling online, GotoBus will charge a $5.00 processing fee per ticket for each change. In addition, any increase in fare will be applicable to the new ticket. According to this, unfortunately, we can't honor the refund request.Best regards,GotoBus.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Again, I was unable to open the attachments in TakeTours’
response.TakeTours is saying it is now difficult to get any evidence
to prove what happened during the departure date.  However, the evidence was fresh when they
sent me their email the afternoon of September 23, just a few hours after the
events in question.  That email should
accurately present their position because it was based on information which was
fresh at the time.I am again attaching a copy of that email.Similarly, the times of my phone call were recorded on my
phone when I made the call.  That
information remains fresh.In the email TakeTours sent to me on September 23, TakeTours
said the following:“According to the tour operator's
record, the bus arrived about 9:20am this morning And the tour guide called
you  (no answer) and looked for you for
about 10 Minute, but couldn't find you. The bus left at 9:35am.”At 9:19 a.m. on September 23, I called [redacted] [redacted] in New York and told them we were there, but at the wrong
location.  I told them we were in the
process of going to the correct location.  They told me that the tour bus was on its way to the Parsippany mall and
had not yet arrived.The call lasted six minutes.  At the time we finished the call (9:25), we were about to enter the
correct mall.  Before 9:30, we were in
the correct mall, driving around, looking for the tour bus.  If there was a tour bus in the mall, we would
have seen it.  We saw no tour buses.With respect to the tour guide calling us, I checked all of
our phones for messages.  There were no
messages.In the E-Ticket I received from TakeTours, they said, “In
the case of emergency, please call [redacted] [redacted] at [redacted]
(office hours: 9:00am-6:00pm).”  I called
[redacted] [redacted] at 9:19, and they did nothing.In the TakeTours email and in the dialogue which has been
taking place through the Revdex.com, they have never said anything
about [redacted] [redacted] contacting the tour guide and telling him we
were there.  In fact, for 45 minutes
after TakeTours now says the bus left the location, [redacted] [redacted]
repeatedly told me that the bus had not yet arrived at the location.At that point in time, [redacted] [redacted] was the
only one who could help, and they did nothing.In addition, as I said previously, TakeTours would have
prevented the entire problem if they had told us that the pickup location was
in front of the [redacted].  For all their other pickup locations, TakeTours gave the name of a business as a marker
for the pickup location.  They did not do
this for the Parsippany location.If they had said the pickup location was in front of the
[redacted], we would have been there, waiting for the tour bus when it arrived.  We would not have been misled by another tour
guide into thinking we were at the correct location when we actually were at
the wrong location.For these reasons, I have to reject TakeTours’ response.  Our missing the tour bus was their
fault.  It was not our fault.
Regards,
[redacted]

Dear Sir/Madam,Thank you for contacting Gotobus.com,We sincerely apologize for any displeasure you may have encountered. To clarify, GotoBus is not a bus operator, instead we are a third party much like Expedia, in that we list services online and allow customer to choose which service to take....

Passenger's travel was booked with [redacted]. Thus, as general process, we as third party requires authorization from the actual service carrier. Once bus carrier were able to provide the record/proof(as attached) indicates that this traveler is not the only passenger who had booked the schedule on 10-10, they were able to pick up another passenger who was catching the same schedule, and successfully boarded on the bus. As that been reported, we were not allowed to refund the ticket.We had also offered an credit ticket for the traveler since she did not took the service due to any reason. Unfortunately that offer was not satisfying the passenger.However, we sincerely apologize for the displeasure that customer had experienced, we agreed to refund the requested amount.Please contact us and provide the last 4 digits that customer used on the booking for us to process the transaction. Customer Service TeamGotoBus.comE-mail: [email protected]://www.gotobus.com Connect with GotoBus: [[redacted]:] [[redacted]:]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
1. The comparison from [redacted] with Taketours.com does not apply as [redacted] gives me a choice of which flight or which hotel Taketours.com does not publish of indemnify it self as not being the Tour operator but rather it claims as the service provider on the website where you book the tour and collects money. 2. Taketours.com does not have on its website or any information that the tours would sublet to Golden Intl or any other company and projects itself as the soul tour company involved.3. We paid money to Taketours.com which unilaterally without any consent or knowledge sublet the bus services on it own as per its internal business delivery processes, TakeTours in this case is fully liable for any delays/damages/rearragements for providing for the safetly/comfort and rescue bus.4. On the tour policies also the company advises that its responsible for making arrangements for any cancellations and reschdule them, it means that they would take responsibility for any exigency as a result of its arrangement(s) and choice of sublet, so why is the company absolve itself for making adequate resuce arrangements.5. Lastly, the tour guide Samantha Ma 626-319-6266 was from Golden International, but when we discussed with her for my Injury or the delay in bus services she had also asked me to contact the Bus Company.6. TakeTours.com does not take responsbility neither does Golden International its tour provider take resposibility, this is balant cheating and duping the customer and hoping everyting goes right.7. The rescue bus would have seated only 22 if I had not helped the bud driver replace the fan belt, what would the rest of us in the bus done waited in Santa Margarita with no accomodation and sitting in the open.I think this certainly proves that TakeTours is no [redacted] as it delivers the tours itslef or chooses the vendor on it own, they are responsible for the customer safety and rescue which they clerly are dodging from and misleading the customer.Regards,
[redacted]

Dear [redacted],Thank you for clarifying the issue,Based on the system, we had only 1 record of $160 amount under your name. It might be due to a system error for the double charge, we will double check with our Accounting Department alone with the bank for this issue. Please give us 2 business days to resolve this issue, once it is solved we will contact you via email. Should you have further question please feel free to contact us.  Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,Please check the attachment for the transaction information, you can share these information with the bank, or you can have the bank to contact us in a 3 ways call at any time, we are open 24 hours.When you have bank to call us, please refer this case to the office managers.We apologize for any inconvenience caused.Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,We apologize for any inconvenience caused by the confusion, we have stated the important information regarding your tickets on the [redacted] we have sent you (check high-lighted attachment).The terms and condition are also stated...

before you are processing check out. Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

Dear [redacted],We are sorry to hear that,Unfortunately if you did not contact us before the regulated time to reschedule your tickets, our bus operator ([redacted] Bus in this case) has to reserve seats for you and your traveler. The main reason for the tickets as mentioned by policy are...

non-refundable and date and time specific is due to the opportunity cost for the bus operator. So we are not able to issue you a courtesy for this case, hope you could understand, and we apologize if this can not meet your satisfaction.Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com

Dear [redacted],Thank you for contacting Gotobus.com,Sorry to inform you that once the travel date/time listed on tickets has passed, the tickets no longer have any refund or reissue value. All tickets are non-refundable and cannot be rescheduled once it is expried as our "Terms &...

Conditions" you had agreed on. If you need a further help on these tickets, please call [redacted] [redacted] to check. And also please feel free to contact us.GotoBus.comE-mail: [email protected]://www.gotobus.com Connect with GotoBus: [Facebook:] [Twitter:]2015-11-30 01:03:45

Dear [redacted],Thank you for contacting TakeTours.com,We are sorry for the inconvenience and unpleasant experiences that you encountered. We did track it back with [redacted], the case was closed and re-opened. As you might already knew by now, that we are an online ticket agent, the "final call" was...

depending on the tour operator. Our complaint specialists had just again reviewed and investigated your case recently, and re-opened this case per your request to the tour operator. Since this is our second attempt trying to solve this issue for you, we would might need you to allow us some time for our management to work with the tour operator. All the statement including our conversation in the past, and your requests sent in the past, as well as your Medical Proof (this is the key), had been re-submitted to the tour operator on Jan 11, 2015. Our attempt was to request as much partial refund as possible for you.Status:The first reply from the tour operator on Jan 12, stated the tour operator management will make the final decision based on the documents we submitted on Jan 11. Result:Unfortunately, we have not received the final call by now. Since this Revdex.com complaint has a time limit which might be expired in the end of this week. We would like to give you an update on the process.  Once the tour operator updated the status, we will be more than happy to send you an email regarding it. Please understand.For any clarification, or anything that you want to add on this case, please feel free to contact us at [redacted]   Best Regard,TakeTours.com

Dear [redacted],Thank you for contacting TakeTours.com,According to the record, tour guide has been waiting for your group from 6:40am to 7:04am. They did pick up other groups on the same trip. Please provide more information regarding your arrival and location:1. Your arrival time to the...

location, and Your departure time after waiting for the bus.2. Your arrival location, with land mark. Should you have any further question, please feel free to contact us. Best Regards,Gotobus.com/Taketours.com