Gray Line New York Tours, Inc.

Review: The very poor service received on the New York tourist bus route:

- on July [redacted] waited over one hour at the Empire State Building before a bus with available seats came by

- the top deck was full and we had to sit downstairs only to find that the company had plastered advertising banners over the downstairs windows and you could not see out

Clearly they had sold more tickets than they had capacity to manage and having paid $59 each for our group we were very dissatisfied. It appears this company have a virtual monopoly and are not only offering very bad service levels but also overcharging. Compared with other city tours this is a disgrace and reflects very badly on New York City as a great city for tourists.

We visited the [redacted] office on July [redacted] and requested a refund - the manager took our tickets, completed a form and said the head office would be in contact. After 2 weeks I called the HQ having found a number on the internet and was put through to [redacted], Twin America | Quality Control Specialist at [redacted]

Fax: ###-###-####

Email: [redacted]

I received a very standard letter saying refunds are not available and despite several e-mails chasing them up they have subsequently ignored all communication.Desired Settlement: A refund

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 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.

We understand that [redacted] was not satisfied with the tour because of the wait time that she has experienced and the advertisements on our buses. We apologize for this inconvenienced. We responded to [redacted] informing her that we are unable to offer a refund as requested.

Our tour buses offer upper deck seating that our guest are invited to use at their pleasure, Concerning the wait time that [redacted]

[redacted] has experienced we understand that [redacted] found the wait time to be excessive. There are times when we will experience higher volumes of usage than other times. We do plan ahead for these occasions. Unfortunately these occasions may cause our wait times to be longer than usual. Our tour buses are not reserved and the volume of guest visiting may vary. We have offered [redacted] a complimentary voucher for future use. That offer still stands.

We consider [redacted] a most valued customer and hope that she ca n appreciate our position in this matter

Consumer

Response:

At this time, I have not been re-contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted].t They replied to my first letter to which I responded but they have not answered my second letter

Sincerely,

Review: I purchased a VIP pass for 2 on July [redacted], 2013 due to the salesperson explaining to me that lines were long due to the holiday and the advantages of the pass would allow us easier access to tours and buses. The passes were an extra $50 dollars on top of the regular tour prices. We were also told that this pass would allow us to bypass lines and provide first access to upper lever seats on buses. We were also told that this pass would give us access to another tour (the pink line) that would not be accessible without the particular pass or without purchasing this tour. After seeing that this "fast pass" would be of use on a busy holiday, we purchased two. For the three days while touring with gray line, we were not given any of the services that were promised. No street personnel allowed us board prior to others without this "VIP" pass. No seating or early access was given to us. We tried to board the special pink line tour that was promised to us by the salesperson, but to find out after purchasing, the bus did not make frequent stops like the others and we were not allowed on at a stop on the map. This information was not provided to us prior to purchasing. We feel that the service promised was not the service provided and are unhappy with the failure to deliver. If resolved with a refund and treating passengers on the tour with what is promised we will feel that gray line tried to resolve the matter. Anything short of this and we will feel as tourist taken advantage of.Desired Settlement: Refund due to services not provided for two "VIP" passes. $50

Business

Response:

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.

We understand that [redacted] was not satisfied with the VIP passes that she brought. We apologize for this inconvenienced. We responded to [redacted] informing her that we are unable i:o offer a refund as requested. Our VIP pass is provided with detail instructions on how to make full use of the credentials. We consider [redacted] a most valued customer and hope that she can appreciate our position in this matter.

Thank you

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:

No refund was issued.

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

Sincerely,

Review: We received very poor service from Grayline Tours NYC and when I asked for a full refund I felt they did not take my issues to be important. I sent a long letter about the poor service. I waited a very long time for a response and had to make many follow up callsDesired Settlement: I want a refund

Consumer

Response:

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

Review: On May, **, 2013 I purchased 8 tickets for the Manhattan Experience 8-hour, all inclusive tour through Gray Line's website. The tour was scheduled for June **, 2013. The websites states in part (1) that we would be riding in a motorcoach bus and (2) the tour would include walking tours of Wall Street, Rockefeller Plaza, and World Trade Center. I confirmed with the ticketing agent at our departure location of [redacted] that we were to be riding ina motorcoach. We were then taken to a double decker bus and told "that Gray Line only had one motorcoach and it was already taken." We did NOT do a walking tour of Wall Street, nor Ground Zero, nor Rockefeller Plaza. When I questioned our tour guide, Lee, about the discrepancy. he stated they "never do those walking tours". I showed him the website on my phone, and what I had signed up for. He agreed that I was not getting the tour I had paid for. I filled out a complaint form at the visitor's center and was told I would hear back from Gray Line in 3-5 days. I did not. On June **, I called and spoke with [redacted] who asked me to call back (long distance) on June ** to speak with [redacted]. I called back on June ** and spoke with [redacted]. She said [redacted] was off (and that "they should have known that" and not told me to call back until Saturday. [redacted] said she'd have [redacted] call me Saturday, June **. [redacted] did not call me, so I called her (long distance again). [redacted] stated she could not do any adjustments. I then asked for her supervisor, [redacted], who said he could not do any adjustments also. I asked for his supervisor, [redacted]. I had to email her because she wasn't in. [redacted] responded to my email quoting a legal disclaimer that Gray Line may change their tours at any time for factors outside their control: weather, traffic, etc. I emailed [redacted] back and asked if there was anything else they could do given they misrepresented the tour- deceiving the public. I also called [redacted] back. Never received a phone call back nor an email response. Gray Line's legal disclaimer does not allow them to mislead the public by stating all these additional tour attractions and then deciding not to do them. This is false advertising. I am completely dissatisfied with what we received and even more dissatisfied by Gray Line's deception and complete lack of customer service.Desired Settlement: I am asking for a complete refund for all 8 tickets purchased AND that Gray Line either start offering what they advertise or stop advertising it.

Business

Response:

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.

We understand that [redacted] was not satisfied with the tour that she experienced. We apologize for this inconvenienced. We responded to [redacted] informing her that the tours are subject to change and routes and schedules may also be changed.

We are unable to offer [redacted] a refund, the tour was provided and completed. We consider [redacted] a most valued customer and hope she can appreciate our position in this matter.

Business

Response:

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.

We understand that [redacted] was not satisfied with the tour that she experienced. We apologize for this inconvenienced. We responded to [redacted] informing her that the tours are subject to change and routes: and schedules may also be changed.

We are unable to offer [redacted] a refund, the tour was provided and completed. We consider [redacted] a

most valued customer and hope she can appreciate our position in this matter.

Thank you

Consumer

Response:

At this time, I have not been contacted by Gray Line New York Tours, Inc. regarding complaint ID [redacted]. I am extremely disappointed in how Gray Line New York Tours has handled this entire situation. I have been deceived by them and hope no one else falls victim to their thievery.

Sincerely,

Review: We purchased the 72 hour All around town tour with 10 free style tickets. Even being charged double the cost for the 15 minute (we timed it) carriage ride through Central Park we still had 4 freestyle tickets left over due to the last day July [redacted] Friday. After one successful stop for the Empire State Building the next 8 hours were spent trying to locate the Clipper Cruise that either the employees knew nothing about or gave us bad info on where it was. We were also stuck on a bus where the guide didn't speak English very well and everyone was trying to figure out what she was saying. When we would figure it out it was too late to get off. Towards the end of the day We were told to get off the bus (everybody) because it was the last stop.

We were still a long away from our hotel. After we got off we saw more Grey Line busses operating but we were unable to catch one.

We purchased a total of two packages.

We were sold this package after we asked for a different package and believe me when I say she pushed a hard sale. My concern is Ms. Shah is woefully misinformed, seriously under trained, or a combination of both. The hop on and off ferry was only good for Saturday not Friday or Sunday. With the exception of the rudeness of the one tour guide I mentioned earlier Ms. Shah was super nice but they were wrong about everything and a wasted day in NYC is a very expensive situation that was a direct result of your tour line to give the proper guidance we were promised.

After the catastrophic first day we chose to walk the next two days. The hotel was kind enough to give us a shuttle to the Clipper since none the employees could get us there and we do appreciate that the Clipper Cruise allowed us to take a cruise after our time had expired on our package. Having said that, the hotel made up for problems where they could, Ms Shah did what she could after giving us faulty information, and The Cruise line got it right, but The Greyline was a dismal failure.

Feel free to contact me personally if you would like to discuss this matter further..###-###-####.Desired Settlement: We feel it is the right thing for the company to issue us a full refund of the purchase price of our tour package of 159.00 per person for a total of 318.00.

Review: On July *, 2013, while on vacation in NYC, my husband and I purchased 2 tickets for the Grayline Tours bus for a GUIDED sight-seeing tour of NYC. We started the purchase at our hotel, Holiday Inn Express Madison Square Garden, then walked to the bus stop as directed and paid the balance via credit card. Total spent was $98. The bus we got on had very few functioning audio outlets, in fact several people were trying to share a single outlet by placing one earbud in their ear and another in their seatmate's ear. After only 2 stops and several seat changes trying to correct this, my husband and I got off, along with several other disgruntled customers and I immediately called the customer service line. The girl I spoke to asked what did I want to do, and I said I really just wanted a refund because we were very dissatisfied. She said that refunds took 7-10 days and that I would see the charge followed by the refund. She gave me a reference number of [redacted] to check on the status of the refund. At that point, my husband and I walked the mile or so back to our hotel, frustrated but thinking the matter was resolved. After our vacation, I called back to check on the status of my refund. This is when the fun began. I was told I would be called back. Did not happen. Over 15 phone calls and several emails later, I finally got thru to a [redacted] via email. She is apparently someone important because when I complained that neither [redacted] (the customer service rep who was "in charge of refunds") nor [redacted] (customer service manager I asked for after [redacted] refused to call or contact me at all) had bothered to return ANY of my phone calls, she shot them an email and asked for status. [redacted] asked for information, such as did I have my receipt (yes) and I gave her the details as explained above. Then a [redacted] sent me a nice email offering a replacement tour. I responded that I wanted the refund I was promised as NYC was a once in a lifetime visit (I live in Louisiana, not like I am going back there soon). In any event I told her it was unacceptable and I want my money back as promised on July * by their customer service representative. My complaint is threefold: I purchased a guided tour which they did not provide. I was promised a refund, which they are now refusing to provide. And finally, their customer service is abysmal. They refuse to call back or respond until you get absolutely ugly with them and that is unfair. $98 may not be a lot to them, but it is to me. This has cost me a lot of time and effort and I am very disappointed in their lack of concern for their "customers".Desired Settlement: I was promised a refund. That is all I want. I cannot take complimentary passes because it is not feasible for me to return to NYC to be able to use them. At this point, I feel that due to the non-existent customer service I have received, I deserve the refund even more, I appreciate the Revdex.coms assistance in this matter.

Business

Response:

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.

We have issued [redacted] a full refund on the amount that she has paid to us. We consider [redacted] a most valued customer and hope to serve her again in the near future.

Thank you

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,