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:04/06/2023

  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.

  I booked a trip with EF Go Ahead Tours in Oct 22 and i was told i had to pay 450 plus 359 in insurance.I did not cancel the trip EF Go Ahead Tours could not offer me what they advertised as a trip and so i could not take the tour through no fault of my own I am now told the ****************************************** the garbage again not because i cancelled the trip and the $450 is sitting as a credit. I feel like they could not offered as advertised and i should be *********** all my money back.

  

  Business Response

  Date: 09/21/2023

  Hello *****,

  
  Thank you for reaching out to us on the Better Business Bureau. We are sorry to hear you were not able to go on your ***** tour with us. When looking through all the transcripts and communication logs, we do not see where any concerns regarding our tour details as advertised were brought up as concerns and will be sure a team member reaches out to gather more information.

  
  Upon review of your account,we do see that when you booked as a late addition request on October 11, 2022, your pending status, and what that entails, was explained on the call on prior to you paying the deposit and insurance. On that call you stated you understood that there was no guaranty that you would be able to participate on this specific date. From there we see that the late add request was denied and communicated on October 17th, 2022, and on October 18th you rebooked to different dates. We see that, due to special flight requests for that tour, you chose to rebook your dates again to avoid the fees associated with that request on October 24,2023, and ultimately canceled on March 3, 2023.

  
  Thank you again for reaching out to us on the Better Business Bureau, we are sorry again that you were not able to participate in this tour as you had intended and hope we will have the change to explore ***** with you soon. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 09/21/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/01/2023

  Type:Order 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.

  Date of Transaction: June 10, 2022 with *************************** Date of Trip: Feb. 11 - Feb. 19, 2023 Price paid including airfare: $7,392.00 Customer number: ******** *********** committed to provide an air deviation from *************** to **************. As was informed to the company that we were not returning to **************, but we would pay our airfare to *************** from ******. The nature of the dispute: Shortly before departing we received the flight information advising that we would be returning to ****** from ***********. This was not what had been discussed with *************************** at the onset of booking the tour. *********************** called us on Dec. 14, 2022 informing our flight itinerary, which was with an extra cost, flying us out of ***************. **** informed that if this was not desirable to contact the company closer to flying. We did exactly as instructed and spoke to ************************* whereupon we found out that the company was flying us from *********** to ****** instead of flying ** out of ***************. We were informed we had 2 options: Rebook the flights at a cost of $4,000 or EF Go Ahead would book a flight from *************** to *******, with an overnight stay in *******, hotel and meals would be on us, flying out of ******* the next day to ******, *** at a cost of approximately $1,700. We informed ******* that we had no option but to book our own direct flight home at an extra cost to us. We inquired about a voucher, which was declined but was given $300 reimbursement.

  Customer Answer

  Date: 04/12/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 04/25/2023

  Dear *****,

  Thank you for reaching out to us through the Better Business Bureau. We value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences. We are sorry for the frustration caused with your flights package; a team member will be reaching out to you directly to address the discrepancies here.  Thank you for your understanding and patience as we work to reconcile the differences. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 05/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They are supposed to contact me again.  We have not resolved the issues. 

  

  Business Response

  Date: 06/08/2023

  Hello *****,

  Thank you again for your ongoing communication with ** here on the Better Business Bureau. I do see that refunds have been applied to your account for this error and the frustration it has cause. We thank you for your understanding and patience as we work on processing your refunds and putting in better safe guards to prevent this from happening again to either you or any other travelers. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 06/08/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/05/2023

  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.

  I gave this tour company a $99 deposit for a tour and my debit card for future installments for a planned trip. This was contingent upon certain questions I needed answered. They never got back to me within their supposed time frame and they do not respond to phone calls at all . I want my $99 refunded because I do not want to go on this tour because they are unreliable and probably dishonest. I cancelled my debit card yesterday so they cannot withdraw any more $ from my account. I have two emails as proof of payment. How can I forward those to you? They are on my email. Thank you.*******************************

  Customer Answer

  Date: 03/15/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/02/2023

  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 am booked on a tour and the tour departs within 16 days 3/20/2023 and I have not been issued an airline ticket for my travels. The company originally booked ticket with incorrect name. It has taken 7 business days and no new ticket in the correct name. The staff who answers phone will not connect you to a manager. I have to wait 2-7 business days for a return phone call from a manager. I am so disappointed in the way this company has handled my travels. They expected to be paid and I expected a plane ticket.

  

  Business Response

  Date: 04/25/2023

  Dear *******,

  Thank you for reaching out to us on the Better Business Bureau. We are sorry to hear about your frustrations pre departure however it seems that you had an amazing time on tour. We so appreciate you taking the time to share this feedback with us and can assure you that your sentiments and comments have been relayed to the appropriate teams here at Go Ahead. A team member will be reaching out to you directly to gain a better understanding as to how things fully transpired as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences. 

  In Gratitude,

  EF Go Ahead Tours

• Initial Complaint

  Date:03/01/2023

  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.

  On January 22, 2023 I contacted EF Go Ahead Tours online to cancel a tour that I had booked for myself and 3 of my children. ************************* responded on 1/25/23 and let me know how much my refund would be. I responded that day to confirm the cancellation. On 1/26/23 I was emailed by **************** to let me know that I would be refunded $6,293.94. And on 1/31/23 I was told that $1800 would be given as trip vouchers. To date, I have not received those vouchers and it doesn't show on my account when I log in. On 2/10/23 I received a check for $3428.94 which is $2865.00 less than quoted. I emailed **************** and she said a check for the difference would be mailed out on Friday. The check never came. 2/25/23 I emailed **************** again asking about when I should receive the check. She has not responded to date. 3/1/23 I emailed once again and someone named ******************************* responded saying that the check will go out next Friday. At this point, I don't trust that will happen and when I asked for assurances I was given none. Just a email again if you don't receive it within 2 weeks. At the very least an expedited delivery should be offered with a tracking number.

  

  Business Response

  Date: 03/03/2023

  Hello Ms. ******************* you for reaching out to us on the Better Business Bureau regarding your refund check and ARP Future Travel Voucher.  Upon reviewing your account it can be seen that your check for the difference of what was originally sent verse what was promised was mailed out the morning of March 3, 2023 by standard mail and should arrive to you within 5-8 business days. The team member you had been working with will be reaching out to you to provide you with the check number for your reference as well as to help you find where your Travel Voucher is located on your MyAccount online as well as on the ** Go Ahead App. Again, thank you so much for reaching out to us on the BBB. Please contact our service department should you have any other questions or concerns. 

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 03/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Upon checking my account the voucher was not in there for future travel. I never received a check number from the agent to verify that one was issued let alone mailed. And considering that this has taken so long I feel that the check should have been expedited at the very least. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/11/2023

  Hello Ms. ******************* you for taking my call today and for your patience as we worked to resolve your concerns regarding your refund check and ARP Future Travel Voucher.  We are glad to hear that you have received your final refund check and that you are now able to see your Any Reason Protection Future Travel Voucher on your MyAccount online as well as on the ** Go Ahead App. Again, thank you so much for reaching out to us on the BBB. Please contact our service department should you have any other questions or concerns. 

  
  In Gratitude,
  EF Go Ahead Tours

  Customer Answer

  Date: 07/11/2023

  [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 submitted by the business and have determined that the response does close out my issues and/or concerns in reference to complaint #********. That they took 4 months to respond should be seen as more evidence of the deeper issues with this company. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:02/16/2023

  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.

  When we booked this trip back in November 2021 we were told the only Covid guidelines are requirements from the country visiting. We are now being told that we have to take a Covid test 24hours before leaving. *********** has no restrictions or vaccine mandates. When I challenged why this wasnt told to us and why take a test. We were told it was for everyones safety. They admitted that it didnt guarantee anything but they did this to make older guests feel better. When I challenged them to the fact I was at a greater risk at airport and plane after testing, and they were providing false comfort to its guests only to make them seem like they cared. We cancelled the trip and now holding our $600 deposit. When threatened with going to the local newspaper they called and told me they were no longer going to require guests to take the test. They still refuse to refund my deposit based on false promises made at booking

  

  Business Response

  Date: 04/25/2023

  Dear ******,

  Thank you for reaching out to us on the Better Business Bureau. We apologize for the frustration you have felt and we so appreciate you taking the time to share this feedback with us. We can assure you that your sentiments and comments both in your BBB complaint, as well as all that was shared with our team members directly, have been relayed to the appropriate teams here at Go Ahead. We value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences.
  
  Thank you again for sharing your thoughts and feedback.

  In Gratitude,

  EF Go Ahead Tours

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:02/08/2023

  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.

  Hello,I purchased the 8-day **** tour through EF Go Ahead Tours on 12/15 to visit **** and ***** from 3/25/23-4/1/23. The tour includes many historical sites, including the main attraction, ************. Given the political climate of this country currently, ************ is closed until further notice and no plans are made to reopen at this moment. I have called the company several times regarding this issue and they state that the tour is still planning on proceeding in March despite the political unrest and knowing ************ is currently closed. I requested a refund for this tour or free rescheduling fee to change to a different tour and country during the same time period. The company said this would be possible with a $1000 rescheduling fee per person. I do not feel safe going to Lima in approximately 1 month firstly, and the main attraction this tour offers is not guaranteed as listed on their website as described below:*********************************************************************************************************** "Day 5: Sightseeing tour of ************ Included meals: Breakfast, Lunch Uncover the *******protected city of ************, one of the most spectacular archaeological sites on the entire South ******************.Tour the ruins of the ceremonial center, cultivation terraces, and guard house Visit Funeral Rock, the Main Temple, ***************************, Chamber of Ornaments, the ************, and the Intihuatana stone Spend a free late-morning in *************** or add an excursion."They said they would let the tour know 45-days before departure if the tour is still going on and it has now been 45 days and they are proceeding with the tour, however it is uncertain if the main attractions will be open at that time. I appreciate your help with this matter.Sincerely,Dr. **********

  Customer Answer

  Date: 02/19/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Pooja Mude

• Initial Complaint

  Date:01/28/2023

  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.

  In Reference to Claim ***** with EF GoAhead tours. We travelled to ****** taking part in an EF tour. Upon arriving Sunday(7/10) I tested positive for COVID. EF said they would arrange for me to be moved to another room through their ********** arm, Anvil. ***** failed to secure a room for me, letting me know that the Hotel(**************) said they couldn't reserve it. (Turns out Anvil was supposed to go through Group Reservations and did not). I was too ill to pursue it. Wednesday, my wife(rooming with me) and son(rooming with sister) fell ill and tested positive for COVID. They instructed us to get a room to separate brother and sister. My son was too ill to move. Anvil again failed to pursue the room through the correct group reservation. At that point, I was well enough to speak to the Hotel Manager and push the conversation with ***** and they managed to reserve a room for 1 night, which we used to separate brother and sister by moving sister(able to move) - into the room.EF basically refuses to pay for the room because we did not place our son in it, even though ***** was completely aware of the arrangement and promising reimbursement.The 1 room/1night was $201.93 - a room for me- 7/11-13 would have been $601.79 and they would have owed us $803.72 plus meals.I billed ******- they wrote check for ******. I'm asking for the difference. - $166.00. They are arguing that we separated them per directions, but put daughter in 2nd room instead of son.I have not cashed the check and am filing a complaint.1. In short - billed, they paid less.2. After contesting, wrote back to say they had overpaid me, "keep the difference", no mention of hotel room.3. More contacts - issue became hotel room. 4.. Called Anvil to document reservations were at their direction. ***** rep said they would elevate issue.5. Had to reach out again - saying would be filing with BBB. Response remained the room issue.Now filing - plan to file warning if not resolved.

  

  Business Response

  Date: 02/07/2023

  Hello ***,

  Thank you for reaching out to us concerning your recent tour with us and your family's COVID experience on tour. Our COVID Care Promise only covers the individuals who tested positive for COVID. From what I see on your file, all individuals who tested positive were provided accommodations and full coverage. As for the individual who was not inflicted by COVID, as an adult, she is not covered under this policy since she was not COVID Positive. A team member will be reaching out to you to gather more information to ensure that this is the case and to better address your questions and concerns.

   

  In Gratitude, 

  EF Go Ahead Tours

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  The only proposal from EF Tours is to ask me to schedule another call with them.   I have already been in communication with them about the issue through phone -5 or more times, and email - about the same.

  The business's response to my complaint is that my daughter did not have ***** and therefore would not be covered. (I'm assuming they mean for the room to separate her and her ***** positive brother, which they guided me to reserve - we billed nothing for her for meals.)
  

  My contention is that they failed to provide a room for me (see previous complaint) and that they directed me to separate the siblings (they also failed to get the room for that purpose and had to be assisted to get the one-night room - again see previous complaint).  They are contending that the room to separate the siblings could only be occupied by the ***** positive person, my son, when the end result was exactly what they prescribed (to separate the sick and the not sick) and they were aware when booking that we were setting it up for my daughter .  No extra billing was incurred or requested from them.

  Again, I am requesting reimbursement for the room, obtained at their direction, for the purpose of separating my sick son and my not-sick daughter.
  

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  

  
  FAQ
  
  Regards,

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

   

   

  

  Business Response

  Date: 03/03/2023

  Hello ***,

  
  Thank you for reaching out to us concerning your recent tour with us and your family's COVID experience on tour. Our COVID Care Promise only covers the individuals who tested positive for COVID. As mentioned, according to your file and conversations documented with our Emergency Response team, all of individuals who tested positive were provided accommodations and full coverage. As for the person not covered; it is documented that all parties were informed at the time of the first positive case being reported to our Emergency Response that if she decided to stay behind and not continue with the tour, her expenses would not be covered. We are sorry for any inconvenience this confusion or misunderstanding of expectations has caused. 
  
  In Gratitude, 
  EF Go Ahead Tours

  Customer Answer

  Date: 03/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Go Ahead Tours responded - "were informed at the time of the first positive case being reported to our Emergency Response that if she decided to stay behind and not continue with the tour, her expenses would not be covered. We are sorry for any inconvenience this confusion or misunderstanding of expectations has caused. "

  This is not the complaint - Completely disconnected and unrelated response from Go Ahead Tours.

  Complaint - we were told to book a second room because of her brother testing positive for COVID - We moved her into the 2nd room because brother too ill to move.  Separated sick from non-sick per their directions.  They are refusing to pay the room bill for that room.  Daughter never "stayed behind" nor requested reimbursement for not attending tour.

  Really poor customer service.

  Appears to be either a delay and distract approach or a complete lack of trying to understand the complaint.

  Their first response was - overbilled food, then changed to they would not cover room as I described above, now they are claiming we asked for reimbursement for her (I'm guessing they mean my daughter) not attending the tour - which was never a part of any complaint, nor did it occur in regards to the tour!

  I would like to communicate with BBB about lodging a warning and the complaint still stands - in regards to the room and the ongoing change in the reasons for denial of payment.
  

   

   

   

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

• Initial Complaint

  Date:01/23/2023

  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.

  On March 1, 2022, I and my friend ********************* each paid $800.00 to EF Tours for a trip to ******, ******, Mykonis, and *********. We were conversing with ***************************** via teleconference on February 28, 2022 regarding the details of this tour. ******* informed us of the trip details and the possibility of the tour being full. She also stated we would receive notification if we would be part of the tour within two weeks. Within that time I have emailed and called (with no one answering. I am disappotined and disgusted as the full cost is approximately $5,000 for a trip to be taken from June ****, 2023 and no information from EF Tours. At this point I would like my full refund as they totally did not follow through with commitment. Thank you.

  Customer Answer

  Date: 02/03/2023

  I have not heard from the business in response to my complaint.  I have attempted emailng and calling wth no response from EF Tours.

  

  Business Response

  Date: 04/25/2023

  Dear ******,

  Thank you for reaching out to us on the Better Business Bureau concerning your booking experience with EF Go Ahead. We so appreciate you taking the time to share this feedback and concerns with us and can assure you that your sentiments and comments have been relayed to the appropriate teams here at Go Ahead. A team member will be reaching out to you directly to address your concerns and see what we might be able to do to provide a smoother and more transparent experience as we value customer evaluations and feedback as the first critical element in determining where we should make changes to itineraries, policies, and on-tour experiences.

  In Gratitude, 

  EF Go Ahead Tours

• Initial Complaint

  Date:01/19/2023

  Type:Delivery 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.

  Date of transaction: 1. Deposit: 7/2022 - $500.00 called on time for refund; refused to refund.2. 12/20/2022 = $2,121.87 - taken from our checking account without authorization. 3. Multiple attempts to receive refund have been unsuccessful. ****************** has been stalling with responding to our request. They have lied regarding contacting ** on the refund request and continue to hold our money. 4. ****************** was never signed nor discussed with my wife or myself.

  Customer Answer

  Date: 01/30/2023

  I have not heard from the business in response to my complaint.  The BBB information contained in this correspondence demonstrates the absolute frustration my wife and I have had with this business.  The consistently pass our complaint from manager to manager, fail to keep commitments on calling ** back, and continue to stall in refunding our money.  It also appears that since I have flled this complaint with the BBB, they have not responded or honored commitments to contact us...rather itis further stalling. 

  

  Business Response

  Date: 06/08/2023

  Hello ****,

  Thank you for reaching out to us on the Better Business Bureau. We do see that you have been in contact with one of our Customer Loyalty and Engagement team members here at EF Go Ahead but see no mention of cancellation attempts but do see that your tour mentioned in your complaint was rebooked for later dates. We will have a team member reach out to confirm that this has been resolved since you first issued this complaint. Thank you again for reaching out to ** here on the BBB and we hope that everything is resolved and you and your family have an amazing time on tour in **********.

  In Gratitude,

  EF Go Ahead Tours