Grand American Tours

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I left my new number with Stephanie's coworkers on more than one occasion, the week I had returned from the cruiseIt seems the messages aren't provided properly or ignored by someone at Grand American ToursI've never booked a vacation through a travel agentThe communication seems brokenWhy did it take for me to contact the Revdex.com to get this company to respond to me after several attempts to contact this agentI also had to pretend like I playing to book this vacation to get a hold of representativeCoincidence, I don't believe soGrand American tours does bad businessHighly recommend anyone to think twice before doing business with this company

January 19, 2017Dear [redacted] ***,Please find my response to your complaint that you registered with the Revdex.com below.Stephanie has worked here for years and no one has ever complained about her customer serviceIn fact, she goes above and beyond to please our customers, and we receive many letters praising her extra effortsShe told me she spoke with you several times before the cruise to explain that [redacted] has the right to change any part of an itinerary without offering a refund (please see Terms and Conditions enclosed, a copy of which you have received.) Please find a copy of the Cruise Contract enclosedIf you suffered a concussion on the cruise and you did not have travel insurance, you may contact [redacted] to report your injuryWe advise all customers to take out travel insurance, especially since Medicare and most U.Shealth insurance companies do not cover you when you are out of the Country.I'm not sure what your claim of $is aboutIf a cruise line chooses to change a port because of an impending hurricane- or whatever reason - no refund is due (please reference the Cruise Contract)If you have further questions, please contact [redacted] directly.Per Stephanie:- Prior to departure [redacted] told [redacted] that a credit, if any, is decided by the ship and that they won't know ahead of time what it isThey did not say that we would credit him if they didn'tIt was not a conference callThe [redacted] rep put him on old and spoke with me and then went back to himThey ended up crediting them the port charges of approximately $told him that any refund would come from the cruise line.- When trying to call [redacted] back neither his phone, nor his wife's phone, would receive incoming calls So I left a message with his aunt, [redacted] , who also went on the trip, to let him know that tried to call him, but the calls were not going through(This was around November 3rd when he called after returning from the cruise.)- Another passenger and family member, [redacted] , called and left a message about what a great time they had.- We received the letter regarding the port changes after business hours on October 18, 2016, So we saw it on October 19, called the Group Leader, [redacted] ***, and she asked me to call each person going on the trip and let them know of the changeThat was calls that made from the point of contact with the Group LeaderI have not had one other person complain about the trip and demand any refundThe Group Leader wasn't exactly happy with only getting the $12.00, but she said "at least it was something."- I gave him the Customer Cr for [redacted] , which is ###-###-####.- I spoke with the Cruise line on his behalf on January 13, and was told that it was stillpending and that they didn't know what would be doneNow they said that they cannot discuss it anymore and that it is currently with their legal department.Enclosed please find:A current email from [redacted] thanking Stephanie for her helpA copy of the documents page that was sent to [redacted] that shows where to find the [redacted] Terms and ConditionsA copy of the Terms and ConditionsCopies of receipts sent to [redacted] for his reservation, which clearly state that a change in portis at the Cruise line's discretion.We are an agency providing services for 3' parties and, hence, we are not responsible for delays, damages, or injuries.Nancy MPresident

January 19, 2017Dear [redacted],Please find my response to your complaint that you registered with the Revdex.com below.Stephanie has worked here for 7 years and no one has ever complained about her customer service. In fact, she goes above and beyond to please our customers, and we...

receive many letters praising her extra efforts. She told me she spoke with you several times before the cruise to explain that [redacted] has the right to change any part of an itinerary without offering a refund (please see Terms and Conditions enclosed, a copy of which you have received.) Please find a copy of the Cruise Contract enclosed. If you suffered a concussion on the cruise and you did not have travel insurance, you may contact [redacted] to report your injury. We advise all customers to take out travel insurance, especially since Medicare and most U.S. health insurance companies do not cover you when you are out of the Country.I'm not sure what your claim of $482.33 is about. If a cruise line chooses to change a port because of an impending hurricane- or whatever reason - no refund is due (please reference the Cruise Contract). If you have further questions, please contact [redacted] directly.Per Stephanie:- Prior to departure [redacted] told [redacted] that a credit, if any, is decided by the ship and that they won't know ahead of time what it is. They did not say that we would credit him if they didn't. It was not a conference call. The [redacted] rep put him on old and spoke with me and then went back to him. They ended up crediting them the port charges of approximately $12.00. told him that any refund would come from the cruise line.- When trying to call [redacted] back neither his phone, nor his wife's phone, would receive incoming calls So I left a message with his aunt, [redacted], who also went on the trip, to let him know that tried to call him, but the calls were not going through. (This was around November 3rd when he called after returning from the cruise.)- Another passenger and family member, [redacted], called and left a message about what a great time they had.- We received the letter regarding the port changes after business hours on October 18, 2016, So we saw it on October 19, 2016. called the Group Leader, [redacted], and she asked me to call each person going on the trip and let them know of the change. That was 17 calls that made from the point of contact with the Group Leader. I have not had one other person complain about the trip and demand any refund. The Group Leader wasn't exactly happy with only getting the $12.00, but she said "at least it was something."- I gave him the Customer Cr for [redacted], which is ###-###-####.- I spoke with the Cruise line on his behalf on January 13, 2017 and was told that it was stillpending and that they didn't know what would be done. Now they said that they cannot discuss it anymore and that it is currently with their legal department.Enclosed please find:1. A current email from [redacted] thanking Stephanie for her help.2. A copy of the documents page that was sent to [redacted] that shows where to find the[redacted] Terms and Conditions.3. A copy of the Terms and Conditions.4. Copies of receipts sent to [redacted] for his reservation, which clearly state that a change in portis at the Cruise line's discretion.We are an agency providing services for 3' parties and, hence, we are not responsible for delays, damages, or injuries.Nancy MPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I left my new number with Stephanie's coworkers on more than one occasion, the week I had returned from the cruise. It seems the messages aren't provided properly or ignored by someone at Grand  American Tours. I've never booked a vacation through a travel agent. The communication seems broken. Why did it take for me to contact the Revdex.com to get this company to respond to me after several attempts to contact this agent. I also had to pretend like I playing to book this vacation to get a hold of representative. Coincidence, I don't believe so. Grand American tours does bad business. Highly recommend anyone to think twice before doing business with this company.