Complaints

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

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

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:09/06/2025

  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.

  I booked an ATV excursion through TripAdvisor:Booking Details Date: Tue, Sep 2, 2025 Guests: 2 Adults Price: $266.40 USD Confirmation #: ********** Booking Reference #: ********** When we arrived at the meeting point, we were picked up by the owner of Hacienda Adrelina. The ride there was unsafehe drove recklessly for two hours, swerving into oncoming traffic and showing complete disregard for our safety.According to the listing, no prior ATV experience was required, and proper instruction would be provided. However, the owner (a Canadian with very broken Spanish) gave my girlfriend only a quick five-minute explanation before giving up, saying she would just ride behind me instead. This completely defeated the purpose of the booking, since I purchased this experience specifically for her, not for myself.I paid for two ATVs, yet she never got to ride hers at all. On top of that, the listing promised photos and videos, but the owner refused to share them after I left him an honest review.I reached out to *********** requesting a partial refund of $100a fair amount considering only one ATV was used, no extra wear and tear occurred, and the included meal and insurance were already covered. Unfortunately, *********** denied my request.Ive booked several excursions through TripAdvisor before without any problems. This time, however, I feel cheated. All Im asking for is a partial refund for the unused ATV, since we paid for two and only received one.

  Business Response

  Date: 09/16/2025

  Viator has reviewed the case and followed up with customer by refunding *********  as of September 15, 2025. 

  Kind Regards,

   Viator Customer Care

  Customer Answer

  Date: 09/16/2025

  [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 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:09/05/2025

  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.

  We purchased tickets from Tripadvisor for Eiffel tower access. The cost is $234.40 include the tickets and PRIORITY ACCESS. When we got there and met their tour guide named JD. He has no tickets. He lied about it in the beginning and he said has had tickets and just need to be activated. We were in line with him to ACTIVATE his tickets. the line waiting time is 2 hours. After we talked to the people work at ************, and people also in line, we found out there is no such a ticket and we are actually in line of PURCHASING tickets. There is no priority acess too. ** admitted it and I have video recorded evidence. JD don't want get in trouble to have his license suspended so he left **. We stuck in the line and still want to go to ************ so we were in line for 2 hours and paid tickets by ourselves. After we came back from *****, we tried to reach this company to get refund . They said they will only refund the difference.. We don't understand what they mean. We did not get tickets and service from them. They didn't provide anything service and lied to their customer. What they are selling are totally scam. We request the full refund from them but they refused. attached 1. fake tickets from viator (they emailed us tickets from email but that is actually not a tickets to Eiffel tower. There tour guide don't have tickets.2. citi credit card charge (we bought our own tickets)3. product description they sold on line. 4. JD the tour guide badge We want BBB would help us to resolve *********,Yao

  Business Response

  Date: 09/10/2025

  Viator has reviewed the case. Because the customer has already initiated a chargeback with their financial institution, Viator cannot assist. The customer will need to follow the chargeback process as described by their financial institution. Once a decision has been made after the investigation performed by the customer's financial institution, they will reach out and advise on the outcome.

  
  Kind Regards,
  Viator Customer Care
  

  
  

• Initial Complaint

  Date:09/02/2025

  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.

  Tour left and assumed we were a no show even though there was another tour guide with the same company name in the same location that we thought was ours.

  Business Response

  Date: 09/05/2025

  Following a thorough review of your case by Viator, the customer has informed that they have arrived late at the venue, and did not speak to the correct Tour Provider US ********************* assigned by Viator's booking.
  

  Therefore, Viator is unfortunately unable to provide a full refund to this customer, since the Tour Operator was ready to receive the customer at the meeting point. 

  The Tour was scheduled to begin at 8:00, and the customer has arrived at 7:45 as per customer's message to the Operator. However, the Voucher states "Please check in with your tour guide at the meeting location ***** minutes before the tour's start time", meaning that the customer should have presented their voucher to the available guide, and not the one providing an ongoing service. 
  
  Due to the unfortunate situation, the Operator has offered the customer to reschedule the activity to another date for an additional $10 payment.

  Viator apologizes for any inconvenience caused and appreciate your understanding in this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact Viator.
  
  Warm Regards,
  Viator Customer Service

• Initial Complaint

  Date:09/01/2025

  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.

  I booked a tour through Viator which was to occur on The evening of June 11, 2025. I requested a refund for this tour as there was an issue with the trolley tour company not being able to provide the tour as outlined. The tour was scheduled on June 11, 2025, the Wednesday evening before the big DC parade. Due to the unexpected DC Mall area closures, the trolley was not able to access the scheduled stops and we did not receive the tour we paid for. Although our tickets were scanned and we boarded the trolley, the tour included only one monument (********) and the rest of the tour was not provided. We were told by the tour guide that refunds would be issued. I sent the request to Viator on June 12, 2025 and the only response was that it could take 7 to ten days. Two months has passed and I have heard nothing further. This is quite a long time for them to research the situation and to have not resolved the issue at all. Appears they sell tours to senior citizens only to give us the run around.

  Business Response

  Date: 09/05/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

  Customer Answer

  Date: 09/23/2025

  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 issue has been in their chargebacks department since the end of June. A phone call to a customer service representative in August resulted in them telling me I just needed to wait. It had already been over two months. We are now past the three month ***** Still nothing from Viator. This is not an acceptable business practice. I am currently working with the tour company that was to provide the tour and they will issue my refund. The time it will take in total for Old Town ********** to issue the refund is about 2 1/2 weeks. Clearly there is something missing at Viator like integrity and good business practices.
  
  ***** ******** 

  Business Response

  Date: 09/29/2025

  Viator has re-reviewed the case and found Viator chargeback team replied to customer on September ****** asking customer to contact her bank for further clarification.
  
  Kind ************************************************

• Initial Complaint

  Date:08/25/2025

  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 booked a hop on hop off boat tour for *********, ***************. It said there was a stop at the *************************. We started at the ************************* and walked to behind the church where we thought we would pick up your boat ride. We were unsure if the boat really stopped there because there were no signs or indications that the boat would stop there. We did a bit of digging into your app and found that we were at the wrong place. Your app mentioned that the stop was on the Herengracht in front of the office building called "Spaces." I am disabled have ****************** longer distances, which is why we decided to leave from the ************************* boat stop. There was literally no signage there either. The app also states that boats come every ***** minutes. We later learned that is also not true and it takes over 45 - 69 minutes for boats to arrive. I initially contacted Viator directly on August 4th requesting a full refund and they denied it. I looked deeper into it and found there are several reviews on Viator's site that state that there is no signage and the company has yet to correct it or update their app with accurate information.

  Business Response

  Date: 08/29/2025

  After reviewing the customer's complaint, together with the details of the location they were, Viator concluded that the customer was at the wrong location. 

  In the Viator Experience Page, it is described under the Itinerary section, the boat route with each stop. There are no stops at **** ******* house, as per attachment in this case. 
  
  **********************************************************************************************************************************************
  
  Acknowledging the customer's conditions, ********************** apologizes that the customer was not able to fulfill their travel plans, and hope that we may be of service to you in your future travels.

  Should the customer have any further inquiries, or questions about the details of their booking, Viator is available 24/7 for assistance. Additionally, each booking will have the Local Tour Operator's number in the Viator Voucher for any questions.

  Kind Regards,
  Viator Customer Service

  Customer Answer

  Date: 08/31/2025

  The information Viator just provided with regard to the link/photo uploaded by Viator also shows that there are no addresses to the boat stops. It also proves that the representative that responded does not know the area. Westermarkt, which is listed on their provided link not a place with one particular address. It is an entire square,which is where ************************* is located.
  
   also shows that there are no addresses to the boat stops. It also proves that the representative that responded does not know the area. Westermarkt, which is listed on their provided link/photo not a place with one particular address. It is an entire square, which is where ************************* is located. I stand by my original statement as their was no address or signage fot the departure locations and the times were not accurate.

  Business Response

  Date: 09/05/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  
  

• Initial Complaint

  Date:08/24/2025

  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.

  I made several reservation with VIATOR. They were having an issue with one of the tours. So the agent **** said she'll cancel it! Get me a refund that I will get in maybe 3-4 days and she will find a similar tour. Which she did and charged me again ! It ended up the first booking was never canceled, I was never refunded and booked the second tour. Now I am double booked. Both tours were scheduled on the same day , September 8 and around same time. I reached out directly to the company and I was told that since I made the reservations thru Viator. Viator should be able to help me! It doesn't make sense! How can we go and pay for the same tour! This is a scam! Please help me cancel and refund me please

  Business Response

  Date: 08/29/2025

  Viator had reviewed the booking and processed the cancellation of the booking, Eiffel Tower Dinner Experience and Sightseeing Seine River Cruise. A full refund of USD ******* has been processed to the customer's credit card used at the time of the booking.
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:08/23/2025

  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.

  I purchased tickets to the ************ in *****, ****** on Viator for Saturday, August 16th. The tickets ****** states it is for a "guided tour to the 2nd floor with optional summit by lift." We arrived on time and were given the tour, however our tour guide Fetah told us the summit was closed and we would be receiving a refund from Viator. When I emailed to ask for a partial refund, I received an email stating we only booked the climb to the 2nd floor, even though the ticket clearly states we had the option to summit, and the request was denied. I emailed back and was sent a form letter that the case was closed. I am requesting a refund of *****. The cost was ******, which I paid with the understanding we would be able to go to the top. The ticket states "if summit is closed, partial research will be given." The tour guide stated the same. There is not a specific amount listed, so I opted for half the total. Upon doing some research, this particular tour and lack of refund has received many complaints and Viator is uncooperative. Thank you for your attention to this matter. I have attached copies of the tickets and email.***** ******

  Business Response

  Date: 08/29/2025

  Viator had reviewed the booking. The customer selected the tour option, Guided climb to 2nd floor. That information can be found in the activity voucher. Due to the reason that the ***** was not included in their booking, we are unable to process a partial refund for this booking.
  Kind Regards,
  Viator Customer Care
  
  

  Customer Answer

  Date: 08/31/2025

  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 # ********.

  I am unclear on why Viator is stating the ticket read "climb on second floor" and omitting the part that says "with optional summit by lift."  

  This is clearly stated on the ticket.  It is what we paid for, and was more expensive because it had that option.

  There are many complaints on Reddit and other sites about this exact same experience and yet Viator is not addressing the need for a refund.

  
  Regards,

  ***** ******

   

   

  Business Response

  Date: 09/05/2025

  Viator can conclude that the customer has purchased one between multiple options: "Guided climb to 2nd floor".

  Whereas the option to access the Summit would be: "Guided Climb + Summit Access".

  In case the customer had purchased a tour with the option for the Summit, and it was closed on their travel date, a partial refund would have been granted due to the closure. 
  
  As this is not the scenario, since the customer has purchased the option "Guided climb to 2nd floor", no refund is due.

  Kind Regards,
  Viator Customer Service
  

  Customer Answer

  Date: 09/14/2025

  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 # ********.

  Viator is still claiming I ONLY purchased a ticket to the 2nd floor when it states right on the ticket "with optional lift to summit."  They even claimed that if it stated that, I would receive a refund.   Please see attached as proof of purchase. 

  
  
  Regards,

  ***** Seibel 

   

   

  Business Response

  Date: 09/21/2025

  Viator has proceeded to a further review on the case.
  
  The customer purchased tickets for an experience called "Eiffel Tower Guided Tour by Stairs with Optional Summit by Lift". The word "optional" in the title refers to the three tour options suggested at the time of booking. The first option is "Summit Access + Cruise Ticket" and this title indicates that the access to the Summit is included when booked. The second option is "Guided Climb + Summit Access" and this title indicates that the access to the Summit is included when booked. The third option is "Guided climb to 2nd floor" and this title indicates that the access to the summit is not included when booked, as opposed to the other options outlined above.
  
  The customer has placed a booking for the third option, "Guided climb to 2nd floor". As such, their booking only include the access to the 2nd floor. 
   
  The local tour operator has advised that in the situation where the customer had purchased the option including access to the Summit, and it was closed on their travel date, a partial refund would have been granted due to the closure. As this is not the case, since the customer has purchased the option "Guided climb to 2nd floor", no refund is due. The local tour operator did not indicate that a customer who booked for ab option to the 2nd floor only would receive a refund due to the Summit closure.
  
  The final decision from Viator on this refund request has been forwarded to the customer via email and this decision will not be reviewed.
  
  

  Kind regards,

  Viator Customer Care

• Initial Complaint

  Date:08/23/2025

  Type:Billing 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 liked not reserved a few excursions for a upcoming birthday trip. I found other excursions for less price to purchase. Since I did not reserve these excursions I had no need to go back to modify. Tripadvisor has been charging my card for the excursions that I liked NOT RESERVED!. I was charge for $244.80 on my ****** account and I cancelled it but they never gave me back my money. How is it that they can charge you for liking a excursion and not reserving it? They did it twice! The first charge when I cancelled it they did not reversed the charges and I'm still fighting to get my money. *********** is a scam!! Don't like anything because they will charge your card without your consent !!!! I tried to delete my ****** information from my account but I will not pop up under payments. It only ask to enter another payment method. WHY IS *********** NOT ALLOWING ITS CUSTOMERS EVEN FIND THE PAYMENT INFORMATION SO THAT IT CAN BE DELETED WHEN THEY CONTINUE TO SUBMIT UNAUTHORIZED CHARGES! THAT IN ITSELF IS SHADY! Note: AND THEY TOOK IT STRAIGHT FROM MY BANK ACCOUNT NOT MY CREDIT CARD WHICH MAKES IT EVEN HARD TO GET BACK. IF IT WAS MY CREDIT CARD IT A LOT EASIER!

  Business Response

  Date: 08/29/2025

  After reviewing the customer's complaint, together with the emails sent to Viator ************** ********************** has requested more details regarding the customer's claim, since no bookings were found under their email address ***********************************.
  

  It is important to note that the customer's complaint does not comply with purchase process in **************************. In order to place a reservation in the website, each customer needs to go through multiple pages to ensure and confirm their purchase, confirming their payment methods manually. This is unable to be processed without the customer's consent.

  Additionally, ********************** has requested more details of their inquiry via email on the 23rd August, such as their Booking Reference Number, title of the tour, date of their charge, or any other relevant information. Viator has not received any response until this date.
  

  Should the customer need any further assistance from ********************** ************** they may contact the Compliance Line, which is available 24/7 at: 

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

  Viator will he happy to assist the customer with this unrecognized charge, following the appropriate procedure to investigate this matter. 

  Kind Regards,
  Viator Customer Service
  

  
  

  Customer Answer

  Date: 09/09/2025

  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:08/23/2025

  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.

  8/16/2025 I had a reservation for a tour of **. Of course with traffic we were 10 minutes late but when we got there there was no room on the cart to fit our group of four. One of our party has health issues and is about 400 pounds. The cart was already full and our party would not be able to fit. The tourist assured us that we could contact Viator for a refund but of course when I did they denied me. So now we have spent $259.60 and no tour r a refund

  Business Response

  Date: 08/29/2025

  Viator had reviewed the booking. The customer booked on August 12th, **: Monuments &History Guided Tour E-Cart Tour - Day &Night, to August 16th. The day of the tour, the customer reached out to ********************** and the Local Operator to inform that they would be late. The tour is a shared tour with a maximum of 71 people, and it was scheduled to leave at 8 pm. Despite making the other passenger wait, the Local Operator waited for them, and, per the Operator, the customer arrived 15 minutes late and then stated that their friend didnt arrive and didnt want to take the tour.
  

  Following the customer comment, they did not specify any special requirements during the booking process. Per their original Refund request to Viator, the customer stated that 4 small seats left for us in which we could not all fit. The cart was not full, and there was space for the customer as their booking was for 4 people.
  

  Unfortunately, no refund would be offered to the customer in this instance. 
  
  Kind Regards,
  Viator Customer Care
  

  
  

  Customer Answer

  Date: 08/29/2025

  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. 
  This is absolutely false. Yes we were 10 minutes late in which they were informed because of traffic and the president being in town. But once we arrived with our party of four (1 who is handicapped and 400 pounds) there was not room for us and we did not want to leave her behind. The instructor assured us that we could get a refund because of this

  [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,

  *****

   

   

  Business Response

  Date: 09/05/2025

  Following a thorough review of your case by Viator, this reservation's records indicate that a chargeback has been submitted for this transaction. Once submitted, all correspondence regarding further action or resolution are escalated to Viator's Chargeback team. The Viator's **************** team is unfortunately unable to assist with any further requests from this point. 
  
  The Chargeback team will get in contact, if they have not yet contacted, with the customer's bank or credit card provider during this process.  
  
  Should the customer have any further inquiries regarding the status of the chargeback process, they will need to reach out to the bank or credit card provider.
  
  Kind Regards,
  Viator ****************
  

• Initial Complaint

  Date:08/23/2025

  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 am writing to formally file a complaint regarding serious issues with a vehicle purchase from *************** of Nova, located in ***********,***On March 31, 2025, I purchased a 2022 ***** IS 350 from this dealership. Within two weeks of purchase, the vehicle stopped functioning. I immediately contacted the dealership and was instructed to tow the vehicle back to them. Upon inspection, I was told that the catalytic converter needed replacement.Despite having purchased a warranty at the time of sale, the owner of the dealership refused to honor the warranty or provide any assistance. Shortly thereafter, the dealership permanently closed, leaving me with a non-operational vehicle and no recourse through the selling ********* addition, *************** of **** has failed to transmit the electronic title to the **************************** or to my finance company, ***************. As a result, I have been unable to register the vehicle for over five *********** of America has confirmed they are not showing as lienholders on the title but continue to require that I make monthly loan payments. They further advised me that if the vehicle is not registered within the next two months, I will be obligated to pay off the loan in full. This situation has placed me in severe financial hardship, as I am being forced to pay for a vehicle that is not legally drivable and was sold under questionable practices.I respectfully request that the BBB:1.Investigate **** ****** of Nova for failure to process title and registration ****************** the dealerships refusal to honor the purchased warranty.3.Provide guidance and assistance on how I can resolve the registration/title issue so I may legally operate or otherwise address the financing obligation with ****************This matter has caused significant financial loss and stress, and I urgently seek the Boards intervention. Please let me know if you require any documentation.

  Business Response

  Date: 08/29/2025

  Viator is a Tour Broker; we do offer tours from a variety of different Local Tour Operators. Viator is not a car dealership.
  Kind Regards,
  Viator Customer Care