Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 22, 2025, I had a 12:00 PM reservation for two guests under the Luxe Package, totaling $250.70. Unfortunately, the experience fell far below expectations due to a series of significant issues:We were informed the tour would be delayed by one hour due to mechanical issues.The bus did not arrive until 1:40 PM 1 hour and 40 minutes after our scheduled time on an extremely hot day.Upon boarding, the tour guide announced that the seafood we had pre-ordered (lobster rolls and other sandwiches / pastries ) had been sitting unrefrigerated for two hours and advised us not to consume it due to the risk of foodborne ********** a result, we did not eat the food and did not receive the experience we paid for. Several other guests also chose to leave due to the food safety concerns.I called your office to express my concerns and was met with a receptionist who was dismissive and unprofessional, which only added to the frustration.Given the significant delay, the unsafe food conditions, and the overall poor experience, I am formally requesting a full refund of $250.70.

  Business Response

  Date: 08/22/2025

  We are writing in response to the complaint email we received from ****** ***** regarding Ladawana Crawfords reservation for our Tea Around Town bus tour, which took place on July 22, 2025, at 12:00pm.
   
  We received the first complaint on August 10, 2025. We fully understand how upsetting it must have been for the clients to experience the significant delay, the extreme heat while waiting for the bus to arrive, the absence of certain advertised items, and concerns about food safety. Their comments and the impact this had on their experience have been shared directly with our management team for immediate review.
   
  Unfortunately, there was indeed a delay for the 12:00pm departure due to unexpected mechanical issues with the scheduled bus. Our customer service team promptly messaged and emailed all affected customers to notify them of the delay, and we worked as quickly as possible to get the bus to the departure point. The bus ultimately arrived 1 hour and 40 minutes later, at which point our staff did their best to board and accommodate all guests so the tour could begin.
   
  Our double-****** buses used for the Tea Around Town tour are equipped with temperature-control systems to maintain a comfortable environment for passengers. If the system was not functioning properly that day, we sincerely apologize for the additional discomfort this caused.
   
  The food served on our tours is freshly prepared and catered daily, delivered just prior to boarding, and presented to guests at their tables. Despite the warmer conditions on board, certain food items such as scones and pastries remained safe to enjoy. Guests had the option to consume items deemed safe while avoiding any that were affected by the temperature.
   
  The clients had purchased the Luxe admission, which includes the full selection of food items listed on our website. As a resolution, we offered to refund $52.70the difference between the Luxe admission and our Petite admission, which includes the fewest food items. Unfortunately, we were unable to issue a full refund since the tickets were scanned and used for the tour. The clients, however, were not satisfied with this resolution.  We are still unable to issue them a full refund for their purchase.
   
  If you require any additional details or clarification regarding this matter, please do not hesitate to contact us.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 30 June 2025, upon arriving at the bus for Tea around Town (******), my party arrived on the bus and notice that the food that was served was uncovered ( sanitation issue), we were served cold tea, we did not eat all of our food and asked for a to go box, but was told they do not have any. We were a party of three and had left over 90% of our food. I know they supply to go boxes because my daughter had taken the trip 2 weeks prior to me. She was also served hot tea. We purchased the **** package so we should have received a bigger tumbler, instead we were given a small tumbler. The company did reach out to offer me another ride which would not be the **** package, unfortunately this would be an inconvenience for me. Parking was $20 and this was a gift for two friends who live out of town. They also offered me a riverboat ride in ********. This was definitely not worth the money that I paid and did not receive what was advertised.

  Business Response

  Date: 08/17/2025

  Hello Shameric,
   
  Thank you for contacting TopView Sightseeing.
   
  We are responding to the BBB regarding the complaint received from ******************** concerning her Tea Around Town bus tour on June 30, 2025, at 3:00 PM in ******, ** (Reservation #************, Luxe Admission). This is the first BBB communication we have received regarding this matter.  We respond to all BBB inquiries promptly and as they come in.
   
  Ms. ******* first contacted our customer service team on July 1, 2025, expressing dissatisfaction with the tour, specifically noting that she was served cold tea, received a small tumbler, and was unable to take uneaten food home. We promptly apologized for any inconvenience she and her guests experienced.
   
  Food Service
  Our food items are freshly prepared daily, delivered to the bus shortly before boarding, and set on tables uncovered to allow immediate access for guests as soon as they are seated. This ensures guests can begin enjoying their food as the tour departs. We regret if to-go boxes were not provided at the conclusion of the tour.
   
  Tea Service & Tumblers
  Hot tea is a core element of the Tea Around Town experience. Each table receives three servings of tea, poured into the tumblers provided during the tour. All tumblers are uniform in size for both Luxe and Petite admissions.
   
  Resolution Offered
  As a gesture of goodwill, we offered Ms. ******* three Tea Around Town Petite Admission tickets, valid for six months and fully transferable to friends or family. The client declined, indicating she no longer wished to participate in another Tea Around Town tour. Our offer remains available should she reconsider.
   
  We trust this clarifies our position and the actions taken in response to this matter. Should you require further information, please do not hesitate to contact us
  

  Kindest regards,

  ******* ******
  Customer Service Supervisor

  ---

  Due to the high volume of emails, there will be an extended wait to receive a response. Please do not submit duplicate inquiries, as this will add to the response time. All emails will be responded to in the order of receipt.
  TopView
  ******************

  Customer Answer

  Date: 08/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23642705
  
  I am rejecting this response because:
    This is an absolute LIE, the food is not prepared and brought to the bus, the food is packaged and opened prior to guest coming on the bus.  The tumblers for the Luxe package are indeed larger, my daughter was on the tour a week prior, she also received hot tea and to go boxes.  We had eaten prior to coming on and bc I knew they has to go boxes, we would take the treats with us.  I was first offered a river boat tour in ********, which I declined due to me living in *****.  I was not told the ticket would be transferable.   If they offer 3 luxe tickets which are transferable, I will accept that. Thanks 
  
  Regards,
  
  ********* *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/04/2025

  response attached

  Customer Answer

  Date: 09/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *******
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the complaint I submitted to the company on May 20. I purchased 2 **** tickets for Saturday May 17 @ 3pm for Tea Around DC and the experience and service were absolutely terrible. To start, the bus was 1 hour and 8 minutes late. We were told to stand outside to wait in 90 degree sun without water, told not to leave to go to the restroom in case the bus comes, and the workers checking people in offered no reasoning for the delay and no assistance and very few updates. After we finally got on the bus, we sat another 20 minutes and we checked out food and were missing a few items that were part of the **** increased ticket price including the caviar. I mentioned this to the servers 3 times throughout the journey and they kept forgetting to bring our items. We only got the caviar at the end of the journey once we were all leaving the bus and it was old at that point. Also, there were 5 teas advertized and only 3 were served despite us asking to try the other ones instead. We were not given the option for the other teas and that's what we were planning to drink on the tour so it was extremely disappointing. Also, a woman's glass bottle broke next to us with the sharp driving turns and water went everywhere and she was bleeding. To top all of this off, the tour guide sang karaoke songs for most of the ride (not what we signed up for) and it was so loud that it made conversations even more difficult. With all of this and the servers clearly not caring about paying customers, I want to request either a refund or a set of tickets to try a different Tea Around either in ** or another city because this experience is not what you probably want your customers to have with your company.An employee named ****** ****** responded May 21 HOWEVER I have sent 6 emails since then to inquire about her promise of a partial refund and two complementary tickets. Neither has been provided. Ive not gotten any response. I can provide all emails with time/dates.

  Customer Answer

  Date: 06/30/2025

  The company provided me with a partial refund, but have still not provided two tickets for a future event which they have told me multiple times they would do. It has been a few months since they have made these claims and failed to follow through.

  Business Response

  Date: 07/09/2025

  
  RE : ******* ****** #************
  On the 20th May 2025, we received ******* ******** complaint letter about the inconvenience she and your guests experienced on the Tea Around Town bus tour in *************** that took place on the 17th May 2025 at 3:00pm. 
  We do understand her frustration and we did apologize for all the hardship they faced.  We do apologize that the bus lateness, the ************ items in their menu admission they purchased.  We did mention to them that we only serve up to 3 types of different teas (as advertised on our website) and not 5 as she mentioned in her complaint email.  Their feedback is invaluable to us, as it serves as a crucial tool for enhancing our services. We have took their concerns seriously, and have promptly forwarded them to the relevant departments to ensure continuous improvement in our offerings.  As a resolution, originally we refunded the clients the difference between the menu admission she received on board our tour and the admission she purchased online (the partial refund was processed).  We also offered her 2 tickets for the Tea Around town bus tour that they can do in any of the cities we provide the service (***, *******, ************, ***************, ******, ******, or *******) and the clients accepted the offer.  We are still awaiting an answer from the client for the new day and time for the free rescheduled tickets.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 tickets from Tea Around Town in ************ on April 27th for a tour on May 18, 2025.Order id: ************ Myself and a companion took the tour, but believe that Tea Around Town did not fulfill the tour as it was advertised.We didn't receive 80% of the tea samplings.The bus lacked air conditioning.The microphone for the narrator wasn't working.There was no onboard entertainment (as advertised).The tour was cut short.I have not received a response from my last email to the company. And you'll see that ******* addressed his response to *****, not to me (********).Though this occurred in ************, they are not registered with the BBB in ******, but I'm hoping you can bring resolution to this issue for me.Regards,******** ****

  Customer Answer

  Date: 06/23/2025

  June 23, 2025

  I've attached the email communications from May 31st and forward.  I would prefer to receive a full refund due to the poor and under-delivered experience in a hot bus in ****** ******  And they knowingly boarded out tour group knowing they had the problems outlined in my complaint:  a/c not working, food not properly refrigerated, microphone / speaker not working and no onboard entertainment.  Once on the tour, we were served a small sampling of one tea, not the variety of teas they advertised.  

  ********

  Business Response

  Date: 07/09/2025

  RE : ******** Zick #************
  On the 19th May 2025, we received ******** ****** complaint letter about the inconvenience she and your guests experienced on the Tea Around Town bus tour in ****** that took place on the 18th May 2025 at 3:00pm.  
  We do understand her frustration and we did apologize for all the hardship they faced.  We do apologize that the bathroom not in service, the lack of air conditioning, and the audio issues experienced on the tour.  Their feedback is invaluable to us, as it serves as a crucial tool for enhancing our services. We have took their concerns seriously, and have promptly forwarded them to the relevant departments to ensure continuous improvement in our offerings.  As a resolution, originally we offered to refund 10% of the total purchase amount, then 15% then 30% but the client did not want to accept this.  We finally offered 50% + 2 tickets for the Tea Around town bus tour that they can do in any of the cities we provide the service (***, *******, ************, ***************, ******, ******, or *******) and the clients accepted the offer.  We did already refund her purchase at 50% and we are still awaiting an answer from the client for the new day and time for the free rescheduled tickets.

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ****
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This past Saturday, I took the tea around tour in ******. I wanted to like this experience. This was a special day out with friends. I had not seen in sometime and I paid for the Luxe experience. Coming onto the bus we were notified that the bathroom would not be working. It was very hot and the air conditioning on the top was not working and we were sweating. They ran out of the cold drink, which was the apple cider so the only thing to drink was the hot tea on the hot bus. We weresitting right next to a speaker that was broken and we notified the staff. The speaker was broken. The issue only happened when they played music was not required. The music was being played quietly, but because of this broken speaker next to us, it was making loud popping crackling and painfulhigh frequency noises That were very painful. My ears were hurting for several hours after this I asked them very politely several times to turn off the music they would keep turning it back on, despite knowing that we were uncomfortable in pain. The entire ride was like being tortured. I wouldve paid togotten off that bus. I tried to be nice in contact the business and let them know That maybe this was an issue with just this bus and not the normal. The staff wasnt the best and were not being helpful things were stock. They just offered me a 10% refund. This cost $400 for a 75 minute tour that is completely unacceptable. If you are going to sell a luxury event at luxury cost, you cant have a hot bus be out of cold drinks and have a crappy broken speaker, causing ear pain. This is a huge quality issue and I did not get what I paid for.

  Business Response

  Date: 07/09/2025

  RE : ***** Szczurek #************
  On the 18th May 2025, we received ***** ********** complaint letter about the inconvenience she and your guests experienced on the Tea Around Town bus tour in ****** that took place on the 17th May 2025 at 12:30pm.  
  We do understand her frustration and we did apologize for all the hardship they faced.  We do apologize that the bathroom not in service, the lack of air conditioning, and the audio issues experienced on the tour.  Their feedback is invaluable to us, as it serves as a crucial tool for enhancing our services. We have took their concerns seriously, and have promptly forwarded them to the relevant departments to ensure continuous improvement in our offerings.  As a resolution, originally we offered to refund 10% of the total purchase amount and the clients did not accept it.  We then offered her 2 tickets for the Tea Around town bus tour that they can do in any of the cities we provide the service (***, *******, ************, ***************, ******, ******, or *******) and the clients accepted the offer.  We are still awaiting an answer from the client for the new day and time for the free rescheduled tickets.

  Customer Answer

  Date: 07/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did accept the offer for their tickets and hope they fixed their bus for future customers. 
  
  Regards,
  
  ***** ********
  
  

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to report the unpleasant experience my guest and I had during the Saturday April 26, 2025, 12:30 bus tour, *******, **. The bus was 45 minutes delayed due to mechanical issues the bus was having. Come to find out, it was because of a faulty air condition system. During our tour, the ** stopped working. The servers did their best to accommodate all the guest however, it was EXTREMELY hot to enjoy anything. Pastries were melting and not healthy to eat. One bottle water was provided to each guest, but nothing after. Ice was given in lieu of water or anything to drink. It was approximately 85+ degrees on the bus. This made my first experience VERY uncomfortable and unacceptable. We had 9 guest total and for the cost of the ticket, this is not worth the money. Although there were approximately 40 people on the bus. I have been trying to reach someone however no has called or responded to my emails. I am asking for a full refund due to this unpleasant experience. Please advise how you would like to take care of this matter. Thank you, ***** ******** ************ Order #************

  Business Response

  Date: 05/23/2025

  Hello!
   
  Thank you for contacting TopView Sightseeing.
   
  We have received client ***** ********' complaint about her dissatisfaction on our Tea Around Town bus tour that she took along with 8 other guests in ******* on the 26th April 2025 at 12:30pm.
   
  The client sent TopView Sightseeing her first complaint email on the 26th April, after the completion of the bus tour she is referencing.  She complained about the lack of air conditioning on the bus.  Due to mechanical issues, the ** was not fully functioning, which also lead to the bus being a delayed to arrive to our departure point.  There was also a bit of traffic that afternoon in *******'s city centre.  Traffic is beyond our control.  We did our very best to have the ** fixed on the bus and have the bus get to the departure point as soon as possible to pick up all our customers for the tour.  When the bus did arrive, our staff members did board and accommodate all our customers for the tour.  
   
  The food on board was made fresh and served minutes before the customers boarded the bus.  Because of the heat, the clients complained that the food melted and was not edible.  Our food did not melt.  
   
  We do understand the clients frustration.  Her tickets for the tour were scanned and used, she and her guests did do the tour in its entirety and did consume food during the tour.  For this reason, we are unable to fully refund 100% the total purchase amount, however we did offer to refund the difference between the menu admission she purchased (Luxe) and our other menu admission (Petite), a total of 472.97$
   
  They have not yet accepted our offer.  We are still in communication with this customer.
   
  If you have any additional questions or require further clarification, please feel free to contact us at any time.
  Kindest regards,
  
  

• Initial Complaint

  Date:03/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for the Tea Around Town tour on February 2, 2025. My mom planned to visit and take the tour with me on March 15, 2025. Recently I learned that a half marathon will be taking place in the city that day, and the vast majority of the roads on the route for the Tea Around Town Tour will be closed. When I realized this, I contacted the company on March 3 by phone to request to switch the date of our tickets and was told to email instead. When I emailed with a map of the race showing the differing route and explaining that my mom would have difficulty getting into the city, even to reach the bus stop due to the extensive road closures, I received the following response: "For now, we are still operating this tour. Normally there are 50% rescheduling fees to reschedule the tour to another time the same day or another future day and time. As a courtesy, we will lower the fees to 40% (40% of the total purchase amount), but unfortunately we cannot waive these fees (for they are in our terms and conditions)" The terms and conditions for the tour state: If you want to reschedule the purchased event, TopView may, at its own discretion, charge a rescheduling fee of up to 50% of the total order amount. Because the rescheduling fee is at TopView's own discretion, it seems very reasonable that given the circumstances, and because the tour will not be a tour of the monuments as advertised and especially that we will have difficulty getting into the city due to the road closures, that they would wave the fee and allow me to reschedule.

  Customer Answer

  Date: 03/08/2025

  The business reached out and allowed me to reschedule without a fee. My complaint is resolved, thank you. 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets for the Tea Around Town DC tour on March 2, 2025 @ 2:30PM. The information said the bus would load at 2:15PM and begin at 2:30PM. The bus boarded late, after 2:30PM, and did not begin until 2:45PM. The operators allowed three very drunk women to board and sit in the top level where my party was located. About ***** mins into the tour two of the women threw up at their table and down their shirts. The smell quickly engulfed the bus and emergency hatch had to be opened despite the temperature outside hovering near freezing. The women continued to feel sick and about ***** mins in required the bus to stop near Constitution & 17 for them to disembark. Given the smell, people beginning to gag, and a baby being onboard, the tour operator decided to end the tour early. We arrived back at the pick-up location at 3:40PM for a tour that was supposed to have been 90 mins long. I believe the tour operator should report this to the ***********************.

  Business Response

  Date: 04/23/2025

  See attached

  Customer Answer

  Date: 04/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are two price points for this tour, a basic or luxe. The luxe package costs $40 more a person and includes an enhanced menu, mocktail, priority boarding, and private table. I booked the luxe tour for 4 for Friday, November 29. I paid the higher price because I had elderly family visiting from out of town for the Thanksgiving holiday. The higher price should have gotten us one of the 6 booths for 4 on the bus. The enhanced menu was not as promised, there was no priority boarding and we waited in the cold at the back of the line while the basic paying patrons boarded, and we were not put at a private table, but instead separated. The supervisor on duty said there was nothing he could do about it and we should call the customer service number on Monday. I did. They said they could do nothing, everything had to be in writing. I put it in writing and told them I'd like the difference between the basic and luxe pricing, times 4 which is $160. They made me an offer to ride again after a number of excuses, but when I said it was monetary compensation I wanted, they have now gone silent. Please help this company be accountable for their greedy tactics. Thank you.

  Customer Answer

  Date: 01/06/2025

  The company continues to take no responsibility. We have had communication back and forth and theyve offered for me to come back at no cost, but that is not acceptable since they messed up the original reservation and I find them to be horrible to work with. Their shady practices will not allow me to get on their bus again. 

  Business Response

  Date: 03/31/2025

  To Whom It May Concern,
   
  We have received the complaint from ***** ********** and would like to address these concerns. Please note that this is the first Better Business Bureau complaint we have received involving this customer. We see by your attachments that you sent a physical letter, which unfortunately never made its way to us. 
   
  We have attempted to resolve this with the customer. 
   
  

  • Seating Assignment: While we strive to seat parties together, seating within the booths and tables is not determined by the type of admission purchased. Since the party was the last to reserve for this particular tour, our team accommodated the group based on the remaining availability. Seating is done internally via an algorithm, and Luxe does not mean that you have 4 top booths. The customers did have a private table. A private table means no other parties will be sitting with them
  • Boarding Experience: We regret the inconvenience caused by the cold weather while waiting to board. The bus did arrive at 11:54 AM and departed promptly at 12:10 PM.
  • Tour Duration: Although the bus returned approximately 5-10 minutes earlier than expected, however, the entirety of the scheduled route was voyaged, and no stops or experiences were omitted.
  • Priority Boarding: We are disappointed that they didn't board first, however, they claim customers all ran towards the bus, which we could not control
  • Menu: Our menu is subject to change, and does change seasonally. Some items were not offered on their trip, but were replaced with others

   
  We have offered the guest complimentary tickets to experience the tour again in any city that we offer, however, they declined the offer. As per our policy, the services were provided, and we are unable to refund. Our offer will remain valid for 12 months if the customer chooses to accept