Complaints

This profile includes complaints for American Queen Voyages's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Queen Voyages

  2400 E Commercial Blvd STE 1200 Fort Lauderdale, FL 33308-4095

• 

  American Queen Steamboat

  40 S Main St Fl 21 Memphis, TN 38103-2514

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:04/21/2023

  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.

  I have requested a refund for a cruise which was already paid in full. I have agreed to refund fees and still can not get any commitment as to a date check will be mailed. Request has been in their hands since March 10th.

  Customer Answer

  Date: 04/22/2023

  Res ID is *******

   

  I used American Express for all payments.

  Unfortunately, I am not skilled at computer technology nor navigation.

  I do have the cancellation email from them indicating total refund amount.

  I may be able to figure out how to send that to you if you require.

  Thanks for your consideration and help.

   

  ********************************

  Business Response

  Date: 05/23/2023

  Please be advised that a refund for ************************************ has been requested and is being processed in the form of a check. He has spoken with our agents directly and is in communication with a supervisor regarding the status of his refund.   

  Regards,

  Guest Relations

  American Queen Voyages

• Initial Complaint

  Date:04/10/2023

  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.

  Complaint is for lack of receipt of a refund for a cancelled cruise with American Queen Voyages. The date of cancellation was more than 500 days prior to the voyage, and well within compliance to the 121 days or more prior to the cruise as stipulated by American Queen Voyages cancellation policy. A Guest Invoice was generated by American Queen Voyages at the time of cancellation indicating that a $500.00 refund was due. American Queen Voyages - through subsequent customer services phone calls and emails - has not disputed that the refund is due. At the time of cancellation the stated wait time for receipt of a refund was 60 days, which was later changed to 90 days. However, it has been now been approximately four months (120 days +) since the date of cancellation, and the refund has not been received. Additionally, there have been no updates from American Queen Voyages specifically as to when this particular refund will be made.

  Business Response

  Date: 04/20/2023

  Hi ****,

  Our team is looking into the status of your refund and will be in touch. We apologize for the delay and appreciate your patience as we check on this.

  Thank you!

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19920002
  
  While I appreciate the contact made by the American Queen Voyages, I am rejecting this response made by the business because it does not resolve this complaint by providing the $500.00 refund.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/11/2023

  Please be advised that this refund actually went out on 4/28/23, check ******, $500 issued to **********************

  American Queen Voyages

  Customer Answer

  Date: 05/15/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/29/2023

  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.

  On October 29,2021, I booked a cruise aboard American Duchess for December 2022 and paid full amount of $2838. The Reservation (# *******) was made through my travel agent ************************* of Majestic Memories. At that time i filled out the guest information form which included my address and e-mail address. I the spring of 2022 ************************* opened here own agency and notified American of that change, giving them her complete contact information. American canceled the cruise in September 2012 by e-mailing the original travel agent and not me. They had my full contact info. as well as ********************. I point out here that **************** is also a licensed attorney. The only way I found out about the cancellation was by a phone by call to them by **************** to book my excursions. The tried to book me on a more expensive cruise which I refused. Finally on Dec 12, 2022, they said they would return my money. At that time the agent said I would have the refund before the end of the year. In Jan. 2023 **************** called and the agent said, however, that it would take ***** days. After the 90 days passed, **************** called and got the excuse that there is problem at accounting. Accounting won't take calls. Supervisor said it would be expedited now, after 90+ days. He said it could take another 5-7 days. The week of March 15th, **************** got a supervisor who claimed she would be able to get to accounting and get my check sent. As of today, March 29th no refund has been received. My wife is despondent over treatment. In research, my attorney, **************** says this is not the first time there have been problems of this nature. We are demanding an immediate refund by check.

  Business Response

  Date: 04/05/2023

  Hi *****,

  We apologize for the delay in getting your refund to you. We are looking into the status of your refund. Thank you for being patient.

• Initial Complaint

  Date:03/25/2023

  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.

  We booked a cruise for Dec 2022. In October we were notified that the cruise was cancelled, and we would be issued a refund. I have called American Queen three times and each time I was told that the refund had been approved and would be issued to my credit card with two weeks. It is now March 24 and we have not received the refund of $3996. My reservation number is ******* and the approval number for the refund is 07246D

  Business Response

  Date: 04/04/2023

  We are looking into where your refund is and will come back with more information. We apologize for the delay and appreciate your patience. Thank you!

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19853052
  
  I am rejecting this response because: American Queen says they tried to refund my money to my credit card and the card declined the transaction twice. A representative from the credit card company called American Queen with me and told them there was no record of the transaction and that the card would not have denied the refund. American Queen said they cannot credit the card again so will send me a check. They are lying about trying to refund the card and I dont trust them to send a check. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/11/2023

  As an update on the status of *********************************** refund. Unfortunately the **** card on file ending in #**** has declined twice to process the refund of $3996, Therefore a check has been requested and processed, as of today the refund is in the final stage to be paid and mailed next week.

  American Queen Voyages

  Customer Answer

  Date: 05/15/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/24/2023

  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.

  Nov. 30, 2022 booked and paid in full $7,217 for the 9-day Columbia/Snake River cruise departing Mar. 19, 2023. On Mar. 15, 2023 we received a phone call from our travel agent that the cruise was cancelled. The letter from American Queen Voyages stated that we could transfer our booking to a future cruise and pay the balance or request a full refund with a phone number that is no longer in service. We requested a full refund through our travel agent and was told it would take 90 days to process the refund. I would like to have the refund processed sooner. Also there were two (2) other couples traveling with us as well and they would like to have their refunds processed quicker as well.

  Business Response

  Date: 04/04/2023

  Our team is looking into the status of your refund. We apologize for the delay and thank you for your patience.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19849732
  
  I am rejecting this response because: I have not received my refund or any other communication with American Queen other than what was sent to me the day our trip was canceled.  They state they are looking into the issue.  I would like to receive my refund as soon as possible. They took my money the day we booked the trip it should not take that long to issue a refund.  Today marks 3 weeks since they canceled our trip.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/18/2023

  Hi ****,

  Our team refunded your **** card the full $7,316.40 on April 14. We apologize again for the delay.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19849732ac
  
  I am rejecting this response because: I checked the credit card site as of 04/9/2023 at 8 a.m. Central Time no transaction is pending. I will not accept response until transaction is visible on my account.

  Sincerely,
    
  ***************************

  Business Response

  Date: 05/01/2023

   Yes a refund in the amount of $7,316.40 was processed back to ******************************* **** card ending in **** on 4/14/23.  This was communicated to her.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19849732
  
  I am rejecting this response because:

  I have checked my **** account again this morning May 2, 2023 and there has been no refund either pending or posted to my account.  Until I see the refund at the very least in pending I will not accept this response.

  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2023

  ***** & *************************** were fully refunded on 4/14/23.  The refund was processed back to their travel agent's Credit card ending #**** which was the original form of payment to us on their behalf.  They will need to check with their travel agent at this time for the funds.

  Kind regards,

  Guest Relations

   

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19849732
  
  I am rejecting this response because: until I see a refund to my account ending in **** I will not accept the response.

  Not sure what account was credited ending in **** but it was not my account.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/24/2023

  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.

  I booked, and paid $5836.00, a river trip with AQV in August 2022, AQV cancelled the trip in Oct 2022, They said I would receive my refund in 30/90 days. It is now March 23, 2023 and no refund. they have told me so many stories, all untrue, about where my refund is, one story was that it was a credit issued jan 25, 2023, never happened, I even asked them for a confirmation number, they hung up on me. they are not responding to me at all. all I want is my refund. my booking number is *******

  Business Response

  Date: 04/04/2023

  Hi *****,

  We are working on getting you check mailed out to you. Thank you for being patient.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19846506
  
  I am rejecting this response because: they have been telling me this same thing for months,  and no refund.  they are not doing what they say. I have heard so many different stories,  it was credited to Amex card,  then, it was not sending a check in 7 to 10 days,  that was march, 4,  this year.  the truth is not in them, please let them know I don't trust them at all to do what they tell you or me.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/26/2023

  Please be advised that ********************************* refund in the amount of $5836.00, has been mailed today via *** Tracking #1Z17230Y0291254344

  Kind regards,

  Guest Relations

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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.

  They cancelled cruise in Sept 2022, said refund would be sent out before end of year. Every time I call I am assured get in 2 weeks. Then said Credit card company refused their deposit. I called credit card company and they said they would never refuse deposed and there had been no attempt] from company to deposit. Credit card company said if I still have not received refund by March 18th the fraud division would open investigation. I called American Queen again today and told "in 2 weeks".

  Business Response

  Date: 03/27/2023

  Hi *****,

  Our team is looking into the status of your refund. Thanks for being patient.

   

• Initial Complaint

  Date:03/12/2023

  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.

  We had booked a reservation with American Queen Riverboat tours under reservation ID: *******, We paid $8396.00 on April 20,2021. We cancelled this cruise on September 29, 2022 to rebook on another cruise under Reservation *******. We were told we would be getting a refund of $7,896.00 for the original booking minus the cancelation fees. We have been due this $7,896.00 refund since September, 2022. We worked with *************************** (phone: ************) and were told the refund would be processed on January 2023. We have called numerous times and have been told numerous times that the refund has been expedited and sent to accounting but no results. The supervisors have been saying this is refund in is an expedited status but will not tell us when the refund will occur. We were told they process the refunds on Friday. The last conversation was on March 9th. We have not seen the processed refund, nor have we heard back from a supervisor. We would just like to get our refund. We been communicating with American Queen by phone: ************ and e-mail: ******************************************** Thank you for any assistance you can offer us to resolve this issue and get us our refund.

  Business Response

  Date: 03/14/2023

  Hi *****,

  We have issued all refunds. Please let us know if you do not receive it within two weeks. Thank you for being patient with us as we get that processed.

• Initial Complaint

  Date:03/07/2023

  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.

  We booked two back to back cruises with American Queen Voyages on 9/30/21 (bkng # ***....) and paid a $4000 deposit. AQV cancelled the cruises on 10/3/22, and promised a refund to our credit card in 30 to 60 days. When that time passed, the promise was that the refund would be made before the end of the year (12/31/22). Subsequent communications throughout January, February, and now into March assure us that the refund has been "escalated", "manually posted", expedited", "going out in the next batch", "going out next Friday (2/17/23) or the one after (2/24/23).Obviously the promised refund has yet to be processed. We have been more than patient, and expect AQV to act with integrity and refund our $4000 now.

  Customer Answer

  Date: 03/07/2023

  Attached is the original booking showing the deposit made by credit card and the dates.

  Customer Answer

  Date: 03/08/2023

  It's not going through.  Can I email it to you?

  Business Response

  Date: 03/14/2023

  Hi *******! We have passed this along to our Guest Relations team members and they will look into this. We apologize for the delay.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19551649
  
  I am rejecting this response because:
  Their response is not satisfactory and will not be satisfactory until the $4000 refund is made to our credit card.

  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2023

  Hi *******,

  We apologize for the back and forth and delay on your refund. Our team has processed a check request and that should be sent out to you soon.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19551649
  
  I am rejecting this response because: I will continue to reject their response until I have actually received the $4000 refund.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2023

  We apologize for the back and forth and delay on your refund. Our team has processed a check request and that should be sent out to you soon.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19551649
  
  I am rejecting this response because: I have received countless empty promises, but have yet to receive the $4000 refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/28/2023

  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.

  I had booked and paid for a cruise to ****** with American Queen Line that was to be in November 2022. In early August,they cancelled all cruises to ****** and were to refund my payment of close to $6000.00. They said it would take 30 days.Then 45 days. Then they said they tried to refund my credit card twice and it didn't go thru, so they would mail me a check. This was in mid-October. In November I was told that they were under audit, and would be sending out refunds the last 2 weeks of the month. In January the story was they had a new CEO and would be sending refunds shortly. In February I was told that my refund was sent to accounting for processing and they'd be in touch when it was mailed. I have been waiting for 7 months for a refund and have been ignored and then lied to. I am very worried that I am not going to get my money back. It is a lot of money to be owed. I've tried dealing with this company for months and have gotten nowhere. I hope you can help.

  Business Response

  Date: 03/07/2023

  All refunds have been issued. While this took longer than we anticipated, the good news is your refund has been issued at this time. Please review your credit card account to confirm the refund has been received. If you do not receive your refund in the next two weeks, please get in touch with our team. We again apologize for the delay.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19511557
  
  I am rejecting this response because:
  I still do not have any word from this company about my refund.  I contacted the person at Guest Relations that I have been dealing with and asked him to tell me exactly when they put this refund thru on my credit card and about when I should expect it.  So far, I've only heard crickets again.  My card does not show any type of refund yet - although they said "at least 14 days", but I only have 10 to get back to you.  They have a horrible track record of either lying to me, or just ignoring me, and I'm just hearing more of the same old, same old.  If they cannot tell me when they supposedly refunded my card, then I don't really believe them that they've done it.  I send this 2 days early to you as I am going out of town and will have limited email access.  Perhaps you can give me another 10 days to see if I ever actually DO get this money back.  Thank you for trying to help. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2023

  Our records show that the refund back to *************************** credit card was declined twice, therefore a check request had to be set up instead with verified mailing address.  Unfortunately this created further delay, however ***************** has been in contact with one of our Guest Relations representatives and he has been working with accounting to have the check expedited at this point, he will update her shortly on the check mail date.  We apologize again for the delay.

   

  Regards,

  Guest Relations

  American Queen Voyages

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19511557
  
  I am neither rejecting nor accepting this response yet  because:

  Hello and thank you for your help.
  I do not want to either Accept or Reject this email yet - about my dispute with American Queen. 
  
  I don't want to Accept the answer and have this complaint closed until I get the check in my hand.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/22/2023

  Our records show that the refund back to *************************** credit card was declined twice, therefore a check request had to be set up instead with verified mailing address.  Unfortunately this created further delay, however ***************** has been in contact with one of our Guest Relations representatives and he has been working with accounting to have the check expedited at this point, he will update her shortly on the check mail date.  We apologize again for the delay.