Judy's Leisure Tours Inc

Initial Business Response /* (1000, 5, 2016/01/12) */
[redacted] signed up for the trip on Dec 21st after the Bison won their game. We took his name and credit card number for the trip but never charged him as we were not sure if the trip would go.
This was a very short marketing period and NDSU...

released tickets to fans after the holidays. We received cancellations on Monday morning from clients that could not get tickets. This left our group numbers at 12 and we could not run a motorcoach for such a small group. Sue proceeded to call everyone to let them know the trip was not going. Mr [redacted] got very angry and started demanding that Sue find another way for them to get to Frisco. Sue told him there were some options on the NDSU web site. He was not interested in listening he just wanted us to find another way to Frisco for him. He was not being reasonable to converse with and Sue finally told him to have a good day and ended the call.
She placed the same call to the other clients that were signed up and they all understood that this was something beyond our control. She provided them with the NDSU Bison site and for those who were going to drive down the name and number of the hotel where they could book rooms.
We have been in business since 1997 and have an excellent reputation and many returning clients.
We are not in the business to take abuse from our clients and are more then willing to assist reasonable requests not demands. Mr [redacted] emailed that same morning and threaten to take us to court if we did not find him comparable transportation to Frisco. "Part of his email"
"Just so you know, if comparable transportation to Frisco is not found for us, Monday 1-11-16, I will be at Cass County Court filing a small claims court action against Judy's Leisure Travel. It is just wrong to cancel a Thursday trip on Monday prior. Your customer service test failed in every way. I may not get a thing out of court aside from the "pain" I expect to be as your try to defend yourself. I really don't care about all the disclaimers in the world that may be protecting you. Judges at times put themselves in the place of the people that have been wronged and make judgments accordingly." end quote
I did email him back after he had time to hopefully calm down and told him another company would be contacting his about a ride to Frisco.
Again here is part of his email:
"You seem overly concerned about my "stress" level, as you mentioned it three times in your message. Judy, please know that I found a wonderful way to lower my stress level. Yesterday I filled, a complaint to the North Dakota Revdex.com, it is case #[redacted]. However do not "stress" yourself as "we have not in any way done anything wrong.
Please do not concern yourself with my "stress level", however thanks your wishing us to enjoy trip to Frisco, we will, just as we have enjoyed the past three years (four for me)." end quote
I don't believe anything we could have done would have pleased Mr [redacted]. I think you can see by his emails that he was very emotional and angry. If you require anything more from us don't hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attn: [redacted], Mediation Coordinator
You did include your email address, so I ask permission to email requested correspondence mentioned below.
In her response Judy has "picked out phrases" from our written conversation. I would like to email the written correspondence in its entirety for your perusal. I have a copy of it and Judy has a copy of it and I think you should have a copy of it as well. Regarding phone conversation initiated by Sue, unless she has a tape of this conversation it simply becomes a case of "he said she said" This situation is a no win for me or Judy's. Admittedly I was not happy and did not think that Sue was doing anything to aid my plight, therefore I did send her the email at 11:33 AM regarding court complaint after I had "shot" an email to Mike at 10:23 AM. I wanted some attention which as you know I did not receive.
Therefore, this leaves us with the basic question: is giving notice on 1-04-16 at 10:00 AM for a trip that was to leave on 1-07-16 at 6:30 PM good business or not? I think not and is basis for my complaint.
As a sidebar, I was on inforum.com Thursday evening 1-07-16 after 8:30 PM reading a Bison article when much to my surprise there were three ads rotating one which was Judy's Ad for Frisco trip. I printed a copy however printer only printed article and not the advertising that was rotating. Thus, I have no proof, however I am sure that Fargo Forum would have record of this situation. Trip was supposed to leave at 6:30 and hours later ad was still being run. Now convince me that that situation is "good business". Now I am a big enough boy to understand that this could be the fault of the paper, still if I saw it, some employee of Judy's should have seen it and immediately requested that this ad be stopped.
Thank you for this opportunity to respond.
[redacted]
Final Business Response /* (4000, 9, 2016/01/22) */
As I stated in my first response we normally would not cancel a trip with such short notice. We normally cancel trips 30 days prior if we do not get a response from clients. We did not have 30 days from the time the Bison knew they were going to the Championship to the day of the game. When we run an ad in the Forum we have to make arrangement for it a week in advance. We removed it from our web site on Monday when we contacted our clients but have no control over the Forum.
We were very disappointed when we did not get the response from the fans for this trip but had no control over that either. All I can offer Mr [redacted] is an apology for what happened and again assure him that is not normal procedure as our trips are normally planned a year in advance and we know well in advance what the interest in a trip is. We have many returning clients and a very good relationship with both our clients and our vendors. Since he has only booked trips to the Bison Games with us he has no other experience to judge us by. He had three successful trips with us in the past and we sincerely expected to get the sign ups to make this year another successful trip to Frisco.