Guided Tourist LLC

The customer speaks about the hidden fee and that It is only mentioned in the terms and conditions which Is IncorrectShe was sent a Purchase Summary at 5:52am on July the 7th which explains the different charges and the confirmation and e tickets were sent at 6:and 6:45am respectivelyIf she did not want us to process her tickets, she could have sent us an email and could have voided her order and there would have been no chargeThere was plenty of time for communication and our customer care department is excellentA copy of these documents were sent to you previously.The name of our company is on the billing statement of the card that was used for the purchase so it is not hard to findAs I have stated before, we are one of several 3rd party companies that sell these ticketsSome of the other companies charge as much as a $fee.We are sorry the Purchase Summary was not reviewed and the terms and conditions were not readWe try to accommodate the customer as best as we can and to provide excellent customer serviceAgain excel the fee is not refundableThe other charge the customer was asking to be refunded was not charged by our company

This customer purchased their tickets to the Statue of Liberty and Ellis island through our website and in doing so agreed to our "terms and conditions" which thoroughly explains.what they are paying for and what services they will receive and how these charges (in this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an immediate confirmation email again, fully explaining charges Incurred, how they'll appear and from whomOur "terms and conditions" fully explain our cancellation policyEach customer is required to show a photo ID that matches the name on the ticket/sEach customer must go through airport style screening before boarding the ferryI have attached the Purchase Summary which each customer is sent before their order is processed explaining the different chargesAs you notice we charged $for our fee, not $We are many of 3rd party companies who sell these same ticketsWe do not claim to be the official Website for the Statue of Liberty, but we do claim we sell official e tickets and official tours (please see attached.) We have been selling these tickets for yearsI do not know of any company that has their terms and conditions in bold printI feel we have completely covered this dispute and find that our company does not owe the $back to this customer

This customer purchased their tickets to the Statue of Liberty and Ellis island through our website and in doing so agreed to our "terms and conditions' which thoroughly explain$ what they are paying for and what services they will receive and how these charges (in this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an immediate confirmation email again, fully explaining charges incurred, how they'll appear and from whomOur "terms and conditions!' fully explain our cancellation policyEach customer is required to show a photo ID that matches the name on the ticketsEach customer must go through airport style screening before boarding the ferryI have attached the Purchase Summary which each customer is sent before their order is processed explaining the different chargesWe are many ofparty companies who sell these same ticketsWe do not claim to be the official Website for the Statue of Liberty, but we dp claim we sell official e tickets and official tours (please see attached.) We have been selling these tickets for yearsPlease also note on his order that the confirmation and the e tickets were sent on October the 24th at 8:14amHe entered our website at 8:11am on the 24th of OctoberAfter the order is processed the credit card information Is no longer in our system, so we do not retain that InformationI have also attached an email from the customer and we explained to hirp that the reservation fee is not refundableI feel we have completely covered this dispute and find that our company does not owe the $back to this customer

Complaint: [redacted] I am rejecting this response because: The response box is blank There is no message to which I can respond Regards, [redacted] ***

Response to Complaint ID: [redacted] This customer purchased their tickets to the Statue of Liberty and Ellis lsland through our website and in doing so agreed to our "terms and conditions" which thoroughly explains what they are paying for and what services they will receive and how these charges (In this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an Immediate confirmation email again, [redacted] explaining charges incurred, how they'll appear and from whomOur "terms and conditions" fully explain our cancellation policyEach customer Is required to show a photo ID that matches the name on the ticket/sEach customer must go through airport style screening before boarding the ferryI have attached the Purchase Summary which each customer is sent before their order is processed explaining the different chargesI have also attached the confirmation of her order which she received after her order was processedThe terms and conditions are also attached which each customer must agree to before submitting their paymentWe are many of 3rd party companies who sell the same tickets.Please visit our website at [redacted] We do not clam to be the official Website for the Statue of Liberty but we do state we sell official tickets and official toursWe have been selling these tickets for years.I have also attached the correspondence with the customer and we explained to her that the reservation fee is not refundable.I feel we have completely covered this dispute and find that our company does not owe the $back to this customerThe $was not our charge

We are a 3rd party company which sells these official Statue of Liberty ticketsWe are not the only 3rd party company, there are many, and some other ones charge a $fee and moreWe have been selling official Statue of Liberty tickets since 2009; however the Hard Hat tour tickets were not available until September, and we have been selling them since then alsoAnswer to her question"All sales are final No cancellations or refundsOrders are not transferableYou cannot change date, time or departure pointAccess to Islands may be restricted due to weather or unforeseen circumstances."We cannot make any changes or cancellations since we are a 3rd partyStatue Cruises has to do this and we always give customers their numberThis is only out of courtesy to our customers; however our fee is not refundableWe always try to accommodate our customers and I can send you hundreds of emails from our customers requesting a change or cancellation and Statue Cruises number is given, even the international number and their emailThis customer was given their number and was given their number to request a refund.We are sorry the Purchase Summary was not reviewed and the terms and conditions were not readWe try to accommodate the customer as best as we can and to provide excellent customer serviceAgain the fee is not refundableRegards, [redacted] , Owner

Complaint: [redacted] I am rejecting this response because: The business website's FAQ and return policy is ambiguous (Link: [redacted] ) and see screenshot as of 12:01PM 2/9/16) It says that all tickets are nonrefundable and does not provide any contact information upfront to the official ticket vendor's website ( [redacted] ) The seller did not even bother to inform me that the tour tickets of $were refundable via contacting the official vendor until I persisted for this information T [redacted] 'return policy' just provides a blanket statement that everything and anything is nonrefundable This is completely false I am still seeking my $refund as I was provided with misleading and conflicting information from this vendor

This customer purchased their tickets to the Statue of Liberty and Ellis Island through our website and in doing so agreed to our "terms and conditionsThere are many 3rd party companies that sell these tickets and the customer chose our website The reservation fee of $Is not refundable on their Statue of Liberty and Ellis Island Tickets as stated in the terms and conditions and the cancellation policy that each customer must agree to before purchasing tickets online(Terms and Conditions are attached) An email is also attachedHe wanted to change the date of his reservation, and he was given the phone number to call to make the changeWe do not claim to be the official website for the Statue of Liberty, but we do sell official tickets and official toursWe have been selling these tickets for yearsI feel we have completely covered this dispute and find that our company does not owe the $back to this customer

Complaint: ***
I am rejecting this response because:
I remain with the belief that while this company does not directly claim that they are an official Statue of Liberty site, they also do not openly publicize on their web site that they are a third party or openly disclose they are charging service fees until the transaction is complete - and non- refundableThis information is hidden in their terms and conditions, which is a lengthy legal documenHad this been a truly reputable company, I would have not had to go to great lengths to find the name of this companyI had a great deal of difficulty finding the name of the ticket seller as they are hiden behind selveral namesI do not dispute that they practice in the confines of the law, however, I believe they hide the fact they charge for a service that does not existThe same level of service can be purchased through the official ticket seller without the exorbitant feesHad I researched a bit more prior to my purchase, I would have found a good deal of info on this company through travel websites warning of their shady practicesIt is my hope that this complaint will help to warn others of the practices of this company, so that they will avoid the 50% markup on the price to visit one of our most prized national monumentsI am truly saddened that this is allowed to go on and that many more travelers will no doubt pay these uneccesary "service fees" and receive no benefit for their extra money
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I remain with the belief that while this company does not directly claim that they are an official Statue of Liberty site, they also do not openly publicize on their web site that they are a third party or openly disclose they are charging service fees until the transaction is complete - and non- refundableThis information is hidden in their terms and conditions, which is a lengthy legal documenHad this been a truly reputable company, I would have not had to go to great lengths to find the name of this companyI had a great deal of difficulty finding the name of the ticket seller as they are hiden behind selveral namesI do not dispute that they practice in the confines of the law, however, I believe they hide the fact they charge for a service that does not existThe same level of service can be purchased through the official ticket seller without the exorbitant feesHad I researched a bit more prior to my purchase, I would have found a good deal of info on this company through travel websites warning of their shady practicesIt is my hope that this complaint will help to warn others of the practices of this company, so that they will avoid the 50% markup on the price to visit one of our most prized national monumentsI am truly saddened that this is allowed to go on and that many more travelers will no doubt pay these uneccesary "service fees" and receive no benefit for their extra money
Regards,
*** ***

Response to Complaint ID: ***This customer purchased their tickets to the Statue of Liberty and Ellis lsland through our website and in doing so agreed to our "terms and conditions" which thoroughly explains what they are paying for and what services they will receive and how
these charges (In this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an Immediate confirmation email again, *** explaining charges incurred, how they'll appear and from whomOur "terms and conditions" fully explain our cancellation policyEach customer Is required to show a photo ID that matches the name on the ticket/sEach customer must go through airport style screening before boarding the ferry
I have attached the Purchase Summary which each customer is sent before their order is processed explaining the different charges. I have also attached the confirmation of her order which she received after her order was processedThe terms and conditions are also attached which each customer must agree to before submitting their paymentWe are many of 3rd party companies who sell the same ticketsPlease visit our website at ***We do not clam to be the official Website for the Statue of Liberty but we do state we sell official tickets and official toursWe have been selling these tickets for yearsI have also attached the correspondence with the customer and we explained to her that the reservation fee is not refundable.I feel we have completely covered this dispute and find that our company does not owe the $back to this customerThe $was not our charge

Response to Complaint ID: ***
This customer purchased their tickets to the Statue of Liberty and Ellis Island through our website and
in doing so agreed to our "terms and conditions" which thoroughly explains what they are paying for and what services they will receive and how these charges (In this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an immediate confirmation email again fully explaining charges incurred, how they'll appear and from whomOur "terms and condition " fully explain our cancellation policyEach customer Is required to show a photo ID that matches the ame on the ticket/sEach customer must go through airport style screening before boarding the ferry.The customer states that she did not receive an adequate breakdown a fees, which is incorrectOn February the 4th at 12:pm a Purchase Summary was sent to her explaining the different chargesOne for Statue Cruises for $and one *** for $It is attachedThen her confirmation was sentStatue Cruises states on their website that I is fully refundable prior to hour departure, but their charge is only $43, not $Our fee Is not refundable, The terms and conditions are attachedShe was given Statue Cruises phone number if she wanted to cancelAll correspondence Is attachedWe do not claim to be the official website for the Statue of Liberty, but we do sell tickets and official toursWe have been selling these tickets for years.
I feel we have completely covered this dispute and find that our company does not owe the $back to the customerThe $was not our charge.
Regards,
*** ***, Owner

Complaint: ***
I am rejecting this response because:The terms and conditions shown came up after I purchased the ticket.There was no pop up where the terms were clearly shown and it is nowhere clearly written and conveyed to the customer that this is not the official site.There is no service provided other than redirecting.Secondly the site name resembles the actual site and is clearly done with the purpose of misleading the customer into believing that this is original siteThe details are clearly buried to misleadThere is no transparency and you get to know you are conned only after you purchase.And that's clearly the reason you say no changes and cancellations allowed.Do you mean that if other sites sell tickets in a similar manner and con the customer, you too are justified in doing so?
Regards,
*** ***

Response to Complaint ID: ***.This customer purchased their tickets to the Statue of Liberty and Ellis island through our website and Indoing so agreed to our "terms and conditions" which thoroughly explains what they are paying for and what services they will receive and how these charges (in
this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an Immediate confirmation email again, fully explaining charges incurred, how they'll appear and from whomOur "terms and conditions" fully explain our cancellation policyEach customer is required to show a photo ID that matches the name on the ticket/sEach customer must go through airport style screening before boarding the ferry.I have attached the Purchase Summary which each customer is sent before their order is processed explaining the different charges(attached) The terms and conditions are also attached which each customer must agree to before submitting their paymentWe are many of 3'd party companies who sell these same tickets.Please visit our website at ***We do not claim to be the official Website for the Statue of Liberty but we do state we sell official tickets and official toursWe have been selling these tickets for years.I have also attached the correspondence with the customer and we explained to her that the reservation fee Is not refundable.I feel we have completely covered this dispute and find that our company does not owe the $back to this customer

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I once again will explain why I reject the response of this vendorAs is quite clear from the length of time it took them to respond to my original complaint (which was closed by the Revdex.com due to lack of response from this company) their customer service is less than desirable. As I explain in my original complaint, even though I immediately emailed *** asking for a refund of my tickets, I was denied this requestThe breakdown of fees and actual ticket price was not clearly stated until the transaction was complete and non-refundable- despite what they state nowThey are clearly continuing their deceptive practices even after they have made their exporbatant "service fees" I was given absolutely no opportunity to review their fees vsactual ticket price prior to completion of my transaction. In addition, in order to file this complaint against them with the Revdex.com, I had to produce a company address which I was only able to find via in depth research using information supplied by my credit card companyThis address is not found on the *** websiteFuthermore, the name of the company is not on their websiteThis is likely why the Revdex.com had no record of existance of this companyThey not only hide "service fees", but also fail to disclose basic company information such as name and address making transaction disputes extremely challenging. I realize this company has no intention of refunding my feesMy goal in this dispute is to prevent others from falling victim to this companyAs I have mentioned before, while they operate in the minimal confines of the legal system, they use deception to profitTheir long term exploitation of a national monument is undeniably bad business practiceAs I have mentioned, their reputation on travel forums is of an opportunistic company relying on trusting consumers to purchase tickets prior to researching all optionsMy hope is that this complaint is easy to find for the newly deceived consumer and for the consumer who is researching prior to making a purchase through ***I would refer anyone wishing to purchase tickets to our national monument, The Statue of Liberty, to use the official vendor: "Statue Cruises" as they do not charge a "service fee" AND offer refunds until 24hrs prior to your ticket dateIn contrast to ***, they are a reputable company

The customer claims we do not state that we are not the official company that sells the Statue of Liberty tickets; however, we do not claim to be the official website, but do claim to sell official Statue of Liberty ticketsThere are many official
companies, as ourselves, who charge a booking feeOur booking service (fee) is stated in our terms and conditions and it also states that their credit card will show two charges, one for the tour and one for the booking fee, which shows as Guided Tourist LLC chargeThe reservation fee of $is not refundable on the Statue of Liberty and Ellis island Tickets as stated in the terms and conditions and the cancellation policy that each customer must agree to before purchasing tickets onlineThis customer agreed to the terms and conditions and we did not rudely tell her that we apologized the terms and conditions were not read(Emails attached) (terms and conditions attached) If the customer wants to file a complaint, she was told that our information was public record since we are a legitimate and official business(Email attached) The customer seems to be hostile towards the Revdex.com to shut our company down; however, nothing that pertains to our company is in violationWe are not a scam, and have been In business and selling these tickets for yearsThe customer also seems hostile towards the Revdex.com to have our terms and conditions revisedOur terms and conditions have no violations so that is an unnecessary gesture from the customerI feel we have completely covered this dispute and find that our company does not owe the $fee back to the customer

Complaint: ***
I am rejecting this response because: Business adamantly refuses to provide $'service fee' refund despite multiple repeated attempts of explaining my situation

Response to Complaint ID: ***This customer purchased their tickets to the Statue of Liberty and Ellis lsland through our website and in doing so agreed to our "terms and conditions" which thoroughly explains what they are paying for and what services they will receive and how these charges (In this case two charges) will appear on their credit card statementNot only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an Immediate confirmation email again, *** explaining charges incurred, how they'll appear and from whomOur "terms and conditions" fully explain our cancellation policyEach customer Is required to show a photo ID that matches the name on the ticket/sEach customer must go through airport style screening before boarding the ferry
I have attached the Purchase Summary which each customer is sent before their order is processed explaining the different charges. I have also attached the confirmation of her order which she received after her order was processedThe terms and conditions are also attached which each customer must agree to before submitting their paymentWe are many of 3rd party companies who sell the same ticketsPlease visit our website at ***We do not clam to be the official Website for the Statue of Liberty but we do state we sell official tickets and official toursWe have been selling these tickets for yearsI have also attached the correspondence with the customer and we explained to her that the reservation fee is not refundable.I feel we have completely covered this dispute and find that our company does not owe the $back to this customerThe $was not our charge

We are a 3rd party company which sells these official Statue of Liberty tickets. We are not the only 3rd party company, there are many, and some other ones charge a $10 fee and more. We have been selling official Statue of Liberty tickets since 2009; however the Hard Hat tour tickets were not available until September, 2012 and we have been selling them since then also. Answer to her question. "All sales are final No cancellations or refunds. Orders are not transferable. You cannot change date, time or departure point. Access to Islands may be restricted due to weather or unforeseen circumstances."We cannot make any changes or cancellations since we are a 3rd party. Statue Cruises has to do this and we always give customers their number. This is only out of courtesy to our customers; however our fee is not refundable. We always try to accommodate our customers and I can send you hundreds of emails from our customers requesting a change or cancellation and Statue Cruises number is given, even the international number and their email. This customer was given their number and was given their number to request a refund.We are sorry the Purchase Summary was not reviewed and the terms and conditions were not read. We try to accommodate the customer as best as we can and to provide excellent customer service. Again the fee is not refundable. Regards, [redacted], Owner

This customer purchased their tickets to the Statue of Liberty and Ellis island through our website and in doing so agreed to our "terms and conditions' which thoroughly explain$ what they are paying for and what services they will receive and how these charges (in this case two charges) will appear...

on their credit card statement. Not only must every customer read and agree to our "terms and conditions" prior to purchasing, they also receive an immediate confirmation email again, fully explaining charges incurred, how they'll appear and from whom. Our "terms and conditions!' fully explain our cancellation policy. Each customer is required to show a photo ID that matches the name on the tickets. Each customer must go through airport style screening before boarding the ferry. I have attached the Purchase Summary which each customer is sent before their order is processed explaining the 2 different charges. We are many ofparty companies who sell these same tickets. We do not claim to be the official Website for the Statue of Liberty, but we dp claim we sell official e tickets and official tours (please see attached.) We have been selling these tickets for years. Please also note on his order that the confirmation and the e tickets were sent on October the 24th at 8:14am. He entered our website at 8:11am on the 24th of October. After the order is processed the credit card information Is no longer in our system, so we do not retain that Information. I have also attached an email from the customer and we explained to hirp that the reservation fee is not refundable. I feel we have completely covered this dispute and find that our company does not owe the $21 back to this customer.