Gray Line New York Tours, Inc.

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID ***.Sincerely,*** ***

Revdex.com/*** **:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID ***I really hope you could help me to follow up with them in order to compensate all or at least partial of my expenses due to the bus delayI do appreciate
all your help.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID ***.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID ***.Sincerely,*** ***

At this time, I have been contacted directly by Gray Line New York Tours, Inc. regarding complaint ID ***, however my complaint has NOT been resolved because:
I have attached the response from Grayline, so I have been contacted by Grayline, they assume that we all used the tickets and
we are trying to get advantage of Grayline, But it is totally the oppositeWe are doing what is rightWe did not get a good service of the least confort, that is to have air conditioned buses for their customers, so they are confortableThis is the least I could ask forSo we could not stand the heat and we took other means of transportation instead, and we are asking for a Full Refund.
Thanks for your understanding.Monica M***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * ***

Revdex.com:At this time, my complaint, ID *** regarding Gray Line New York Tours, Inchas been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
I have emailed them several times, and eventually they respond, usually after hoursWhen I call they almost
always refuse to let me speak to a manager or anyone higher than the Rep that answer the phonesThey only agreed to pay me half of what I feel they still owe meI am choosing to be a BETTER Person, and forgetting it and taking the $But I’ll definitely be telling people how I was treated by Gray Line Bus toursThank You for your Help.Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

[redacted] Dear Dispute Resolution Team, This letter is in response to the complaint filed by [redacted]: ID # [redacted]. We have reviewed [redacted]’s case. We at Gray Line NY would like to thank [redacted] for bringing her concerns to our attention. We would...

like to apologize for any inconvenience [redacted] may have experienced with regards to the Gray Line NY tour and hope she chooses Gray Line for her next sightseeing experience. [redacted]’s request for a refund was approved and the refund was issued. [redacted] was sent an email on 12/**/14 from our quality control agent. We consider [redacted] a most valued customer and hope to serve her again in the near future. Thank you [redacted]

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

This email is in response to the complaint filed by [redacted] / Charles D[redacted] ID # [redacted]. We have reviewed [redacted] claim. We at Gray Line City Sightseeing NY would like to thank [redacted] for bringing her concerns to our attention. We would like to apologize for any...

inconvenience [redacted] may have experienced with regards to the Gray Line City Sightseeing NY tour and hope she chooses us for her next sightseeing experience. We understand that [redacted] was not satisfied with the service for the tour she purchased. We need to receive more information from [redacted] to appropriately address her concerns. We need proof of purchase (tickets, voucher, receipt) from [redacted] and any booking reference numbers she may still have. We consider [redacted] a most valued customer and look forward to addressing the concerns that she has mentioned Thank you Robin W[redacted] Customer Service Manager [redacted]
[redacted]

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: We took a sightseeing tour of New York City

On buses from Grey Line that were filthy, the second more disgusting than the first. I have notified the Co. By email.Desired Settlement: I would like some response from the company that this complaint has been noted and something is going to be do about their stock.

Consumer

Response:

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

Review: I requested a refund for 2 tickets for a Gray Line Downtown Loop tour on July *, 2013. The bus had no air conditioning in 100 degree heat and my girlfriend suffered heat stoke. Furthermore, the windows in the bus could not be opened, making the situation far worse. We were stuck in midtown traffic and had to wait what seemed like an eternity to get off the bus. After numerous calls and emails to Gray Line New York, I've received no satisfaction. In fact, it took them almost 1 month to even acknowledge my email, giving me a Form Letter to deny my refund request.Desired Settlement: An immediate refund for $78 for 2 tickets.

Business

Response:

Dear [redacted], (Mediator)

This letter is in response to the complaint filed by [redacted] ID # [redacted]. We have reviewed [redacted]' s case. We at Gray Line NY would like to thank [redacted] for bringing concerns to our attentioll-

We would like to apologize for any inconvenience [redacted] may have experienced with regards to the Gray Line NY tour and hope he chooses Gray Line for bis next sightseeing experience.

We understand thar [redacted] was not satisfied with the tour because of touring during high temperature and one of our air condition buses not working properly. We apologize for Ibis inconvenienced. We responded [redacted] thanking him for the feedback. We informed him that we are unable ro offer a refund as requested. Our tour did run and this was a hop on hop off tour. There was an opportuniiy to try another bus. We explained to [redacted] although we maintain a stirct quality control program, we hoped he could appreciate that with any technical ingredient (air condition) there are occasional issues which affect performance. We offered [redacted] a voucher to try our tour again at a later time. The voucher offered would be good for Up to a year from date of issuance.

We consider [redacted] a most valued cusrom.er and hope that he can appreciate our position in this matter.

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:

PLEASE POST THIS CASE ON YOUR WEBSITE TO WARN CONSUMERS ABOUT COMPANIES THAT PROVIDE SUB-PAR SERVICES AND HAVE A NO REFUND POLICY.

GRAY LINE NY BUS TOURS PROVIDES A SUB-PAR, UNPROFESSIONAL SERVICE COMBINED WITH POOR CUSTOMER SERVICE FOLLOW-UP.

THEY OBVIOUSLY DO NOT HAVE ENOUGH FAITH IN THEIR COMPANY'S SERVICE TO BACK THIS SERVICE WITH A REFUND POLICY.

THIS COMPLAINT HAS NOT BEEN RESOLVED BECAUSE I HAVE NOT RECEIVED THE REFUND PROMISED TO ME ON AN INITIAL PHONE CALL TO GRAY LINE CUSTOMER SERVICE REPS ON JULY *, 2013. THE REP STATED THAT I WOULD RECEIVE A FULL REFUND AS LONG AS I RETURNED THE TICKETS AS PROOF-OF-PURCHASE, WHICH I HAVE DONE. THE REP ALSO RECORDED MY CREDIT CARD INFORMATION OVER THE PHONE, PROMISING A 'CHARGE-BACK.'

GRAY LINE'S OFFER OF A VOUCHER IS INSUFFICIENT BECAUSE I WILL NOT USE THEIR SERVICE AGAIN UNDER ANY CIRCUMSTANCES.

CAVEAT EMPTOR - "LET THE BUYER BEWARE."

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

Sincerely,

Business

Response:

Dear Dispute Resolution specialist, (Mediator)

This letter is inresponse to the complaiat filed by [redacted] ID # [redacted]_

We have reviewed [redacted]'s rebuttal. We once again we apologize that [redacted] was not satisfied

with the service. We do undersatnd that [redacted] found the weather to be extremely hot on this particular day and his cornforl level WllS affected on one of our bus that he stated lacked air condition. [redacted] also stated that he was promised a refund_

[redacted] 's complaint had to be reviewed by the quality control department and a refund could not be offered beforehand. [redacted]' s tour was a hop on hop off tour, which did allow fill opportupity to try another bus. Based on this information we are unable to offer [redacted] a refund.

We offered [redacted] a voucher to try our tour again at a later time. The voucher offered would be good for up to a year from date of issuance. This offer still stands.

Review: On August **, 2013 at approximately 1:45 p.m., I purchased 6 tickets for the Statue of Liberty at Battery Park and the Empire State Building totaling $192.00. My family boarded bus number [redacted] at approximately 2:15 p.m. The primary and back-up audio systems on the bus were totally inoperable, and we waited on the idle bus until company representatives could transfer us to a fully functioning bus. The wait until we were transferred was approximately 2 hours. When we arrived at Battery Park at approximately 4:30 p.m., we could not board the ferry to the Statue of Liberty because the park employee told us that what we had were not actually tickets to board the ferry, but exchange vouchers. The park employee further explained that our vouchers needed to be exchanged for ferry tickets, but that the Gray Line representative responsible for exchanging our vouchers had just left for the day and that they were boarding the last ferry for the day, and that there was nothing he could do for us without a ticket. Of course we were not happy that we were holding worthless vouchers at this point, and that the Gray Line exchange representative left before the ferry boarded the last passengers for the day. At this point, we felt like the day was ruined due to the absent ticket agent as well as the tardiness of the bus getting our tour underway, ane immediately returned to the Gray Line office where we bought the tickets and demanded a full refund for the unused tickets. On September *, 2013, I finally received a case number of [redacted] after several calls to their offices requesting the status of my refund. I am still awaiting a response and refund for my unused tickets through no fault of my own.Desired Settlement: I would like a full refund to my credit card. I also would like for Gray Line Tours to disclose that the tickets they sell for New York attractions are not actually tickets, but exchange vouchers, so that the consumer can make a conscious choice as to whether it would be worth it to buy the Gray Line tickets or just wait until arrival at the attraction and but the tickets there. Had I been informed of this, I could have bought the ferry tickets at Battery Park and been able to board the ferry. This caused us a missed lifetime opportunity as we left New York the next morning, and I have no idea when we will return to New York City.

Consumer

Response:

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

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I went to NY for a day of sightseeing on 11**-2014. I approached a gray line sales person and tried to purchase a ticket for the day. The receipt said DECLINED because their server was temporarily unavailable. The salesman took me around the corner to an ATM where I withdrew cash to pay for the ticket. That night in the airport on the way home I realize that the charge went through my bank account. I called gray line the next morning to inquire about the charge, they assured me it was in pending status and will not clear. A few days later it cleared. I called and got an email address to send proof of the charge. I emailed requesting a refund (including transaction numbers from the declined receipt and the receipt from my cash transaction) on 11/**, again on 11/**, again on 11/**, again on 12/*, again on 12/*, again on 12/*. I finally got a reply on 12/** that a case was created (case #[redacted]) and someone else would contact me. Someone else did email me requesting bank proof of the charge. I replied immediately with the proof on 12/** with no reply so I resent the email with bank proof on 12/**. OVER A MONTH LATER AFTER THE CHARGE!! I called today 12/** and found out my case went to another department and will likely be another 15 business days. This is unacceptable to me. I run a business and understand that refunds can take longer than charges, sometimes up to a week. This will be almost 2 months.Desired Settlement: I would like MY $51.00 credited back to my bank plus an additional $51.00 for my suffering, and repeatedly emailing to no avail, and interest for keeping my money for almost 2 months

Business

Response:

[redacted] Dear Dispute Resolution Team, This letter is in response to the complaint filed by [redacted]: ID # [redacted]. We have reviewed [redacted]’s case. We at Gray Line NY would like to thank [redacted] for bringing her concerns to our attention. We would like to apologize for any inconvenience [redacted] may have experienced with regards to the Gray Line NY tour and hope she chooses Gray Line for her next sightseeing experience. [redacted]’s request for a refund was approved and the refund was issued. [redacted] was sent an email on 12/**/14 from our quality control agent. We consider [redacted] a most valued customer and hope to serve her again in the near future. Thank you [redacted]

We currently have 2 case numbers and after returning home from vacation we contacted customer service department to inquire if they needed any further information regarding our complaints. We were provided with wrong information and called again to inform them that the email that was provided was incorrect due to the fact they claimed we needed to scan our receipt and we were provided a name that would be handling our case. We received no reply indicating that our scanned copy was received. We phoned numerous times and was given one excuse after the other why the assigned person did not respond. After being frustrated, the manager Robin promised us that she would take care of the situation, and appeared apologetic. She also promised she phone us several times and not a call from her. We always have to call to find out the status. I again called her and left a message and was unsuccessful. When you ask a employee a name of manager or a officer of company they have no idea who to transfer the call.
This company appears to play the game in hopes the customer forgets about the complaint. How unprofessional is that?
We did as they requested by emailing a copy of the receipt and stated our grievance after several reasonable days we again had to call and found out we needed to send our original receipt which we did by certified mail signature request. Again, after over a week we had to call due to no one from that company acknowledged that it was in their hands so after calling that person Robin said she will definitely call me the next day because she needed to speak with accounting. I was told by the customer Svc Rep my call would be transferred (had I known it be a voice mail). No return phone call so I called again, to discover she is gone for the day. I will never use Grayline tours or any of the affiliates in the future. Their tour shuttle buses has no air conditioning, unkept (filthy), and riding on a tour bus that is not dependable for pick up times. We waited over 2 hours calling and calling for pick up locations in the hot heat and was stranded. Robin made an excuse due to traffic and unusual circumstance at times may not meet their advertised time pick up/drop off 10-15 minutes but it was over 2 hours. Their dispatch admitted and bus station employees knew about it. One excuse after another, we will never do business with a company that only gives excuses and not solutions!

Review: Inferior performance by tour guides. Abusive and profane language used by tour guides. I have contacted Gray Line with a full explanation of my complaint.Desired Settlement: Gray Line Tours issue a full refund in the form of a credit card credit in the amount of $106.20.

Consumer

Response:

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

Sincerely,

Review: Thanks for asking. The experience was awful, we were a total of 14 people traveling from different parts of mexico celebrating our 15th. birthday of my grand doughter. we were old people and young people as young as 12 years of age. we bought a 3 day pass all of us. And we jump into the bus at empire state pick up station to go all downtown area and go as close as possible to central park and take another bus to gets closer. as soon as we took the bus at empire station, the day was so hot that we wanted to go inside the bus, and the bus was not air conditioned, so all of us got of the bus to take another bus, the driver and the supervisor told us that there are no buses with air conditioned, so we could not stand the heat anymore and got off the bus as soon as we could, and took a ferry to take us closer to the central park. In our whole week, We did not take the bus anymore since the basic confort conditions we not met at all. We intead took taxi cabs, or other means to transport. We filled a complaint in the Empire Office under CASE #[redacted] to get us all our money back.We are asking for our money back, since it did not met our basic nature of the service expectations. thanksDesired Settlement: the business should provide the very least of comfortable experience, which is to have air conditioned units in their buses for the service they are providing. In this case the business did not provided this service. So they are required to refund customers like us, that were not satisfied with this basic service.

Consumer

Response:

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

I have attached the response from Grayline, so I have been contacted by Grayline, they assume that we all used the tickets and we are trying to get advantage of Grayline, But it is totally the opposite. We are doing what is right. We did not get a good service of the least confort, that is to have air conditioned buses for their customers, so they are confortable. This is the least I could ask for. So we could not stand the heat and we took other means of transportation instead, and we are asking for a Full Refund.

Thanks for your understanding.Monica M[redacted]

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

Sincerely,