Practical Political Consulting

[redacted] [redacted] ** [redacted] Reed - Unfortunately your company has refused to acknowledge any of the emails or voicemails left addressing the issue of a refund This left me no choice but to escalate the matter with the Revdex.com in Hawaii This trip (luau on the 6th of September) was cancelled on the day of the [redacted] tour we had taken with DHT on the 4th of September due to the conditions of your equipment We spent more than hours in one of your many vans that were not only filthy, but also needing repairs The seats were so old they were falling apart and because the air-conditioning didn't work the foam and plastic from the seats were stuck all over our clothing and bodies It was so bad we were searching for an [redacted] or Taxi to pick us up half-way through the tour I had blisters from the heat on my forehead, upper back and chest from being enclosed in the van without A/C And both myself and grandson became ill with heat stroke and were in our room for two complete days of our vacation Unacceptable.Having cancelled within the parameters I am asking at this time for a full refund for the Luau booked on a very special date to us Our whole trip was placed around the luau and the date which fell through And a partial reimbursement from the [redacted] Island Tour We spent close to $for tours with your company.This was not the only DHT vehicle that had similar issues We were picked up in one filthy in state of repair van and transferred to another There were similar vans in the area and were all just as filthy and disgusting And I took pictures if this issue needs to be escalated.When we arrived back home we still had pieces of the van seats falling out of our luggage and noticed it had ruined a new [redacted] shirt purchased.I am looking forward to your urgent response and the restitution of funds.Regards, [redacted] ***

[redacted] [redacted] Aloha ***,I’m sorry you haven’t gotten a response but after looking at the below thread I saw that you were sending emails to an email address that doesn’t receive incoming mail (r [redacted] )I also have received no messages and voicemails from howeverNonetheless I’m terribly sorry that your experience was less than satisfactory and I have forwarded this over to management to look into what happened that dayEither I or he will be contacting you sometime today.Mahalo,Reed

Complaint: [redacted] I am rejecting this response because:Our only comment was when we were picked up and immediately smelled the gas fumes Were we not supposed to say something about that? You state we continued complaining; Pls tell me what other things we complained about and to whom? However that being possible, I don't think it was oil that smelledWill you be able to provide proof of an oil change done on 10/19/to a Safety Board? Perhaps another guest complained about changing into another van; it was not us as we were GLAD to change from a gas fumes-filled van! We were not upset that there was not a Hot BreakfastBut, rather disappointed with a TINY muffin, Unripened pineapple wedges and water Your brochure states "Light "Breakfast." Whoever heard of a light breakfast consisting of water to drink? Yup, NO soap in the public restroom and NO antibacterial liquid for our hands and then after using this public Porta-Potty, you expect us to use our germ filled hands to eat? Do you think the least your company could do is provide antibacterial liquid? If, in fat, other guests were asking your driver to "do something", why didn't she? This seems to be a fabrication to me Pauline never said a word to us about other guests being bothered As you state the stop "at [redacted] State Park has two waterfalls in which the guests can get in the fresh water." Pauline said the water could have staph germs!! Perhaps a discouragement for us to enter the waterfalls We weren't allowed to get in the water; the weather was permitting and there was no heavy water flow There were people playing in the waterfalls! I have pictures of them!Again, I state, we were denied enjoyment of the waterfalls and seeing the vendors bcs of the hours of changing vans and taking the other tours to the other side of the islandYes, [redacted] has many bridges and over turns This travel on this road is VERY SLOW My niece was not sick due to car sickness; she was sick bcs of the gas fumes filled van that we rode in that morning In addition, Pauline did NOT turn off the van at the yard She left it running further exposing us to the van's gas fumes.Since my niece was sick due to your company's negligence and poor maintenance to the vehicles, my niece was too sick to do the snorkeling trip the next day I am requesting reimbursement for this missed snorkeling trip Remember Pauline said that "The owner's do NOT want to fix the vans".Furthermore, I am requesting any and all Safety Boards in Maui/Hawaii to inspect your vehicles and your company for compliance Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:BUYER BEWARE! This was thought to be a pleasure trip to another island However, the pleasure trip led to a good deal of time waiting in a dilapidated tour bus, and not all locations described on the tour company’s website being deliveredExamples (but not limited to): Over minutes waiting in the bus at [redacted] , as tour participants didn’t return to the bus, as we were all directed at the beginning of the self-guided tour The rest of the group who were on-time on the return to the bus - waited – viewing a bus parking lot Over half an hour at a food stop, which we were ‘encouraged’ to purchase The view: gas station and parking lot, busy street, and an old building (the food stop) (What were we to do – Call a cab and take us to where? And, at what expense?)The overall complaint is regarding the tour changes due to running out of time, and not seeing prominent sites, as listed on the web-site, the wait at stops and due to the non-website listed ‘stops”Then having to drop other tour participants at their locations which were not part of the tourPlease let it be acknowledged – we did receive services, this is not disputed And, feedback was provided to the tour company – Pete S [redacted] , Director of Operations , and through the Revdex.comS [redacted] ’s acknowledged the ”experience far less than adequate we provided a bad experience” He also provided an apology He further stated “should have been handled differently” and “our drivers are given a set of guidelines they’re expected to adhere to, however in this case those standards were not met we failed you ” Further S [redacted] did make an offer of another land tourThere is absolutely no complaint with the service and connections provided for that portion of the tourIt is understood, the airfare between islands is an expense between the tour company and [redacted] *** The complaint is about the bus portion of the tour, as described on the tour’s website, was not delivered The disclaimer on the web-site of “that schedules may be changed without notice” and used as a rebuttal from the tour company is not acceptable, as the changes to this tour were due to delays made at the discretion of the tour driver to wait at stops and make lengthy stops at places of commerce, where it was verbally communicated of the expectation of making a purchase by the driver It is a reasonable expectation that tour participants should not be held hostage at locations where purchases are expected to be made; then not visiting/seeing locations or have limited time (minutes or less) at the prominent web-site listed locations due to the altered routeIt is a highly reasonable expectation that a refund be made for the tour bus portion of the tourAn offer for another land tour provided by the company is not acceptable for the following reasons: We live in the Midwest Another trip to Hawaii is doubtful, and not in the foreseeable future Fool (take advantage of) me once – shame on you Fool me twice- shame on meAgain, a refund is expected Sincerely, [redacted] ***

To Whom It May Concern - I have yet again checked my bank statement and have not received any refund as of today's date. Please advise soonest Kind regards, *** ***

From: [redacted] Sent: Tuesday, August 25, 2015 2:33 PMTo: [redacted]Subject: Fwd: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted]I received my refund on 8/25/15. I consider this compliant resolved. See compliant...

information below.Thank you for your help![redacted]

Complaint: [redacted]
I am rejecting this response because:Our only comment was when we were picked up and immediately smelled the gas fumes.  Were we not supposed to say something about that?  You state we continued complaining; Pls tell me what other things we complained about and to whom? However that being possible, I don't think it was oil that smelled. Will you be able to provide proof of an oil change done on 10/19/17 to a Safety Board? Perhaps another guest complained about changing into another van; it was not us as we were GLAD to change from a gas fumes-filled van! We were not upset that there was not a Hot Breakfast. But, rather disappointed with a TINY muffin, Unripened pineapple wedges and water.  Your brochure states "Light "Breakfast."  Whoever heard of a light breakfast consisting of water to drink? Yup, NO soap in the public restroom and NO antibacterial liquid for our hands and then after using this public Porta-Potty, you expect us to use our germ filled hands to eat? Do you think the least your company could do is provide antibacterial liquid? If, in fat, other guests were asking your driver to "do something", why didn't she?  This seems to be a fabrication to me.  Pauline never said a word to us about other guests being bothered.   As you state the stop "at [redacted] State Park has two waterfalls in which the guests can get in the fresh water."  Pauline said the water could have staph germs!! Perhaps a discouragement for us to enter the waterfalls.  We weren't allowed to get in the water; the weather was permitting and there was no heavy water flow.  There were people playing in the waterfalls! I have pictures of them!Again, I state, we were denied enjoyment of the waterfalls and seeing the vendors bcs of the 3.5 hours of changing vans and taking the other tours to the other side of the island. Yes, [redacted] has many bridges and over 360 turns.  This travel on this road is VERY SLOW.  My niece was not sick due to car sickness; she was sick bcs of the gas fumes filled van that we rode in that morning.  In addition, Pauline did NOT turn off the van at the yard.  She left it running further exposing us to the van's gas fumes.Since my niece was sick due to your company's negligence and poor maintenance to the vehicles, my niece was too sick to do the snorkeling trip the next day.  I am requesting reimbursement for this missed snorkeling trip.  Remember Pauline said that "The owner's do NOT want to fix the vans".Furthermore, I am requesting any and all Safety Boards in Maui/Hawaii to inspect your vehicles and your company for compliance. 
Sincerely,
[redacted]

Aloha,The guest had shared their experience with our Manager following the tour.  Pete S[redacted], Director of Operations, handled the feedback personally.  The tour was provided and is a tour with the airlines which doesn't qualify for refund, in part or whole.  Please note that our...

disclaimer shares that routes may alter due to the decision of the CDL guide. The guest did receive our services. Our website states that schedules may be changed without notice. The link below is listed for your convenience.  [redacted]Mahalo,SamanthaLead Reservation Specialist

[redacted] 
[redacted]Aloha [redacted],I’m sorry you haven’t gotten a response but after looking at the below thread I saw that you were sending emails to an email address that doesn’t receive incoming mail (r[redacted]). I also have received no messages and voicemails from however. Nonetheless I’m terribly sorry that your experience was less than satisfactory and I have forwarded this over to management to look into what happened that day. Either I or he will be contacting you sometime today.Mahalo,Reed

Aloha, Mahalo for your email.  We are truly sorry for the inconvenience this has caused.  Enclosed please find the timeline of the events that has taken place with our client. 12/25/2016 12:58P : Online order received from our client (please see attachment).  Online order...

confirmation stated the booked reservation was received and another email will be sent with important trip details.  12/25/2016 3:58P:  Our client was contacted by our reservationist via email advising that the tour & tour date selected was unavailable.  Alternate tour date was provided and other booking options,  we apologized for the inconvenience caused and requested to hear back from our client.  01/13/2017 1:02P: Our client responded back to our email stating to be notified when CC charges would be refunded. 01/28/2017 10:35A:  Our client was advised that her refund request has been submitted and once processed the credit will reflect on credit card within 5-7 business days from the processed date.  02/26/17 10:36A:  Our client advised that she has not received the credit due back to her.  Follow up email was sent to our accounting dept. to advise the status of the refund.  Our accounting dept. advised that the credit has been refunded back to our client's credit and the credit should be reflected on her credit card.  The total refund processed back to our client is $481.80 USD.  Full amount collected online.  A customer service manger has contacted our client via email to follow up directly with her to ensure that the issue is resolved in a fair & expeditious manner hopefully meeting her satisfaction.

Complaint: [redacted]
I am rejecting this response because:BUYER BEWARE! This was thought to be a pleasure trip to another island.   However, the pleasure trip led to a good deal of time waiting in a dilapidated tour bus, and not all locations described on the tour company’s website being delivered. Examples (but not limited to):1      Over 45 minutes waiting in the bus at [redacted], as 3 tour participants didn’t return to the bus, as we were all directed at the beginning of the self-guided tour.  The rest of the group who were on-time on the return to the bus - waited – viewing a bus parking lot.2      Over half an hour at a food stop, which we were ‘encouraged’ to purchase.  The view: gas station and parking lot, busy street, and an old building (the food stop).  (What were we to do – Call a cab and take us to where? And, at what expense?)The overall complaint is regarding the tour changes due to running out of time, and not seeing prominent sites, as listed on the web-site, the wait at stops and due to the non-website listed ‘stops”. Then having to drop other tour participants at their locations which were not part of the tour. Please let it be acknowledged – we did receive services, this is not disputed.  And, feedback was provided to the tour company – Pete S[redacted], Director of Operations , and through the Revdex.com. S[redacted]’s acknowledged the ”experience far less than adequate…we provided a bad experience”.  He also provided an apology.  He further stated “should have been handled differently” and “our drivers are given a set of guidelines they’re expected to adhere to, however in this case those standards were not met…we failed you…”.  Further S[redacted] did make an offer of another land tour. There is absolutely no complaint with the service and connections provided for that portion of the tour. It is understood, the airfare between islands is an expense between the tour company and [redacted].   The complaint is about the bus portion of the tour, as described on the tour’s website, was not delivered.  The disclaimer on the web-site of “that schedules may be changed without notice” and used as a rebuttal from the tour company is not acceptable, as the changes to this tour were due to delays made at the discretion of the tour driver to wait at stops and make lengthy stops at places of commerce, where it was verbally communicated of the expectation of making a purchase by the driver.  It is a reasonable expectation that tour participants should not be held hostage at locations where purchases are expected to be made; then not visiting/seeing locations or have limited time (10 minutes or less) at the prominent web-site listed locations due to the altered route. It is a highly reasonable expectation that a refund be made for the tour bus portion of the tour. An offer for another land tour provided by the company is not acceptable for the following reasons:1      We live in the Midwest.  Another trip to Hawaii is doubtful, and not in the foreseeable future. 2      Fool (take advantage of) me once – shame on you.  Fool me twice- shame on me. Again, a refund is expected. 
Sincerely,
[redacted]

Aloha, It saddens us when we provide a tour in which the guests are not satisfied.  During the tour of 10/19/17 we received notification from our CDL driver and guide upon their arrival to Hana for lunch that these two guests had been complaining since their pickup.  Our guide did notice a...

smell upon the vehicle running for a bit during initial pickups (the oil had just been changed) and for safety precaution, she transferred all the guests to our alternate [redacted]. The guests complained of the odor and also that they had to change into another [redacted]. They were upset that there was not a hot breakfast (we don't offer a breakfast on our tour - we provide a morning snack of fresh muffins and local Maui pineapple slices).  At the first bathroom facility is a state run facility (as most are along [redacted]) they began to complain again that there was not soap in the public restroom or antibacterial liquid for their hands.  At this point our driver stated other passengers on-board were beginning to show signs of feeling uncomfortable and frustrated.  Other guests were coming to our CDL driver asking if she would please do something as they were affecting the tour for everyone else that wanted to enjoy the tour as it was sold to them.  The concierge contacted Discover Hawaii Tours and we did share with him the situation.  As with our valued guests and concierge, we value our partnerships.  We offered a 50% refund.  We understand that there are many companies that offer a tour to Hana and many offer a slightly different options to make their tour unique.  It appears the guests thought they were going with another company with hot breakfast and private restrooms they were expecting.  We accommodated the guests and attempted to provide them with our services however they were met with negativity.   [redacted] is a journey, a time of sharing in the cultural and the fana, the aina (the land).  It is a narration and story telling experience.  Our knowledgeable guides share their ancestry with the guests.  Our stop at the [redacted] Start Park is two waterfalls in which the guests can get in the fresh water (our stop is approximately 25 minutes) - weather permitting (heavy water flow creates dangerous conditions).  We provided our tour to Hana and shared in the culture.  We will not be providing any additional compensation to the guests.We addressed the issue on 10/20/17 and feel resolution beyond justification was given.[redacted] has over 60 one lane bridges and over 360 turns.  Those that have a tendency for car sickness are recommended to take something prior to the tour.  Our disclaimer does state we are not responsible for situations beyond our control.

[redacted] 
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[redacted]Reed - Unfortunately your company has refused to acknowledge any of the emails or voicemails left addressing the issue of a refund.  This left me no choice but to escalate the matter with the Revdex.com in Hawaii.  This trip (luau on the 6th of September) was cancelled on the day of the [redacted] tour we had taken with DHT on the 4th of September due to the conditions of your equipment.  We spent more than 12 hours in one of your many vans that were not only filthy, but also needing repairs.  The seats were so old they were falling apart and because the air-conditioning didn't work the foam and plastic from the seats were stuck all over our clothing and bodies.  It was so bad we were searching for an [redacted] or Taxi to pick us up half-way through the tour.  I had blisters from the heat on my forehead, upper back and chest from being enclosed in the van without A/C.  And both myself and grandson became ill with heat stroke and were in our room for two complete days of our vacation.  Unacceptable.Having cancelled within the parameters I am asking at this time for a full refund for the Luau booked on a very special date to us.  Our whole trip was placed around the luau and the date which fell through.  And a partial reimbursement from the [redacted]/Island Tour.  We spent close to $700 for tours with your company.This was not the only DHT vehicle that had similar issues.  We were picked up in one filthy in state of repair van and transferred to another.  There were similar vans in the area and were all just as filthy and disgusting.  And I took pictures if this issue needs to be escalated.When we arrived back home we still had pieces of the van seats falling out of our luggage and noticed it had ruined a new [redacted] shirt purchased.I am looking forward to your urgent response and the restitution of funds.Regards,[redacted]