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:06/19/2023

  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.

  I ordered two go city passes through this company, THREE times with separate card information for an anniversary trip for my wife and I. My bank card information matches exactly to what I put in and the company took my money and cancelled my order all three times after walking me through the approval process and they want me to keep trying to re-order the pass and the money is already taken out of my account, they expressed a refund would take place in **** business days for the transactions but I am not satisfied enough because their agents told me exactly what to do and I still don't have my go-passes and my trip is in three days and I've been crying hysterically over all the money lost and now I have to cancel my anniversary trip due to this since I am waiting on refunds. I have been attempting this transaction for several days now and no one can help me. I am wanting free go city passes for ********* at this point because of all the emotional distress and lack of customer service.

  

  Business Response

  Date: 06/20/2023

  Hello BBB , 

  The reason why your payment was refunded was due to a processing verification error. What does this mean ? When attempting to process the payment your financial institution rejected the purchase due to the information you provided during your order not matching with what they have on file. Per our security procedure , we automatically refund the funds. Refund processing time depending on your financial institution takes anywhere from **** business days. 

  Having indicated this to the customer on several occasions , ********************** bears zero responsibility for a billing issue with the customer's financial institution. We reject the customer's request for free passes, without mentioning the fact that if the transaction never processed and a pass was never issued , this is not a customer and are therefore not entitled to any benefits of such. 

   

• Initial Complaint

  Date:06/09/2023

  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.

  I am traveling to ********** for a family vacation and saw an advertisement for Go City *********. On their website, they show a lot of appealing attractions that we can go to and save money. I chose to purchase the explorer pass which includes Jet Ski Rental and that was one of the top activities my kids wanted to do in *********. On the website, it indicates that booking is required. The only contact is a phone number. We will be in ********* over July 4th weekend and it will be surely busy so I decided to call now to book a slot for the 4 of us. When I called the number, the recording stated that if you have a Go City pass it is walk in only. Therefore, I will be taking my chances in actually being able to use the jet ski. I called the Go City customer service number and was told there is nothing they can do. I called the ************** and was told that it shouldn't have that written and there was nothing they can do. I would like Go City to book a slot for our family of 4 since that is what they are advertising and then change their website so no one else feels dooped by the false advertising.

  

  Business Response

  Date: 07/07/2023

  This order was fully refunded on :

  Mon Jun 12 11:38:06 EDT 2023

   

• Initial Complaint

  Date:06/01/2023

  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 bought a 2 site pass from Go City and successfully booked one attraction. When I am trying to book the second attraction (360 *******), it says something went wrong when fetching the dates to book. I have submitted official support request but have not heard anything from Go City yet. Tried incognito mode as well and it has the same issue. Need help resolve this asap because my guests will leave in 3 days.

  

  Business Response

  Date: 06/02/2023

  ******** Services will be reaching out today

  Customer Answer

  Date: 06/05/2023

  [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,
  
  Aefaaz ********************* ***********************

• Initial Complaint

  Date:05/22/2023

  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 recently purchased Two Go City *********** 3 Day All-Inclusive Passes (Order#*******, April 23, 2023, Amount: $431.80) but I had to face an issue with one of the attraction (*******************). We went to the counter and tried to use the pass for the movie Guardians of the Galaxy, but they refused to give ** tickets for either 2D or 3D shows even though the theatre was almost empty and told ** that the management had decided not to sell these tickets for the Guardians of Galaxy movie with Go City Passes. Instead, we were asked to book any other movie Knights of the Zodia. The GoCity website clearly mentions that either we can use our pass for their tour or watch a movie. I am requesting a complete refund on the grounds of the misleading information that is circulated on the Go City website to lure customers about the usage of passes. Neither the Go City Pass website nor the *********** website mentions that we will not provide tickets for the Guardians of the Galaxy movie for Go City pass holders. I contacted Go City for a refund but after multiple emails conversation, I was offered a 25% refund. Frankly, a 25% refund ($107.95) is unacceptable compensation for the inconvenience and frustration I faced during my trip. I demand a full refund because I purchased two All-Inclusive Passes (Not the Explorer Pass) for $431.80. It's a complete combined package for all included attractions, and it was on me to visit any of my desired places mentioned in the list. Any attraction failure is a complete failure of the all-inclusive pass, and it should be the responsibility of the Go City management to take the issue seriously. The fact that I couldn't use the passes to watch the "Guardians of the Galaxy" movie with your pass ruined a significant part of my vacation, and it's a failure of complete Go City All-Inclusive Pass (As the name says, All-Inclusive)I expect a proper rectification to this situation. Anything less than a complete refund is unacceptable.

  

  Business Response

  Date: 05/23/2023

  Based on the amount of utilization of the pass ( attached ) proof of use and access to our attractions the customer is not entitled to a full refund. Due to the inconvenience at one of the attractions we believe that 25% is more than generous .

  The customer purchased a pass valued at $431.00  - providing them with 25% will give them $107.95. This has been explained on multiple occasions to the customer and they still reject our offer and demand a full refund. Again, the customer had access and utilized our pass for multiple attractions and had no issues with them. He had an issue with one attraction , therefore compensation for that would equal the cost of the attraction. The value paid by the customer is clearly listed on the attachment : 

  ***_Att_*******************_Tour_or_Movie_and_a_drink_aa
  ******************* - Tour or Movie and a drink = $6.50 

  ***_Att_*******************_Tour_or_Movie_and_a_drink_aa
  ******************* - Tour or Movie and a drink = $6.50

  Our normal refund would be only for the value of the attraction which would be $13.00 USD in total. We are providing for the inconvenience experienced by the customer. This is the 25% offer. This is more than fair for the customer and to demand a full refund is not fair for Go City. 

  Customer Answer

  Date: 05/31/2023

  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.]

  I am writing to express my deep dissatisfaction with the response I received regarding my complaint and the offered 25% refund for the issues I encountered during my recent trip using the Two Go City *********** 3 Day All-Inclusive Passes (Order#*******).

  First and foremost, I would like to address the significant price discrepancies between the attractions as advertised on your website and the prices mentioned in your response. As a customer, I relied on the prices provided on your website, which were substantially higher than the ones you listed in your response. This misleading information influenced my decision to purchase the all-inclusive pass, as it appeared to offer a better value.Discovering such a discrepancy has left me feeling cheated and misled.
  

  Furthermore, I would like to emphasize that the name "All-Inclusive Pass" implies that the pass covers all the included attractions without any limitations. However, I faced a major inconvenience when attempting to use the pass at the ******************* for the movie "Guardians of the Galaxy." Despite the theatre being nearly empty, I was informed that management had decided not to sell tickets for this particular movie with Go City Passes. This failure to provide the promised access to a movie of my choice has severely impacted my vacation experience.
  

  In light of these issues, I strongly believe that a 25% refund is an inadequate resolution. I purchased two All-Inclusive Passes, not the Explorer Pass, for a total amount of $431.80. This comprehensive package was meant to provide access to all the included attractions, and any failure of an attraction represents a failure of the entire pass. The fact that I could not use the passes to watch the "Guardians of the Galaxy" movie, as advertised, has not only caused inconvenience but also diminished the value of the entire Go City All-Inclusive Pass.

  I look forward to your prompt response and a favorable resolution to this matter.
  

  Thank you.
  
  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,

  Gaurav

   

   

  

  Business Response

  Date: 06/01/2023

  We at Go City have been working with this customer for over 2 weeks, and after careful evaluation of their pass usage and actual cost of the movie portion of the pass we provided the customer of a more than generous compensation for this inconvenience. 

  The movie segment of this pass has a value of $6.50 ( x 2 ) for 2 adults for a sum total of = $13.00 our 25% credit offer is equal to over 100 USD. 

  270150581001 5 *********** 3 Day All-Inclusive | Adult ***_Att_*******************_Tour_or_Movie_and_a_drink_aa
  ******************* - Tour or Movie and a drink false false $6.50 Sat 05/13/23 5:20 PM

  270150581001 5 *********** 3 Day All-Inclusive | Adult ***_Att_*******************_Tour_or_Movie_and_a_drink_aa
  ******************* - Tour or Movie and a drink false false $6.50 Sat 05/13/23 5:20 PM

  The customer as you see in the attachment above used the remainder of their pass , but only has an issue with one attraction yet they are asking for credit for attractions they had no issue with. Go City has created an opportunity for this customer to be more than compensated for the attraction not meeting their expectations , but for the inconvenience. We believe we have been more than fair with the level of compensation and consideration. 

• Initial Complaint

  Date:05/11/2023

  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 purchased 1-Day Passes on 4/13/23 (***#*******), with plans to use them on 4/15. Booked a 3rd party tour included in the Pass for 4/15 which required our Pass numbers, but then had to cancel our plans for that day due to illness. I emailed the tour company, and they emailed back confirmation of cancellation. We planned to instead go on 5/6. On 5/6, we arrived for a bus tour (included with the Go City Pass), with an itinerary that hinged on getting on the first bus, but was told by the bus agent that our passes were expired. Called Go City and was told that the Passes had been activated for the date of the cancelled tour on 4/15. As instructed, I forwarded proof of cancellation of that booking to Go City, spoke to several reps, who apparently needed more info/time before reactivating our Passes for the day. Since there was no way to move forward with our day without getting on the bus tour, I had to purchase passes directly from the bus company. I was then told by Go City reps that the only way to reacquire access to my Passes was to buy them again. I did so (new ***#*******). I have thus purchased TWO sets of Passes, but only used one set. I also purchased bus tickets worth $144, which were supposed to be included in my Pass. Note that I purchased my initial set of Passes for a discounted price, $227.70, but was forced to purchase the "emergency" set for the full price of $253. I fully expected to be reimbursed the value of the second set of Go City Passes that I had to purchase because of this issue. I also expected Go City to reimburse or at least somehow credit me the $144 value of the bus tickets that I should not have had to pay for in the first place. In the end, I had to speak to 4 reps including supervisor ******, who refused to refund the emergency Passes (only the original, discounted Passes) and also were unwilling to stand by their poor service by providing a credit or equivalent recompense for the bus tickets (offered a future +10% discount only).

  

  Business Response

  Date: 05/12/2023

  Refund of $169.30 will be processed today , the funds depending on your financial institution should be available in **** business days.

  Customer Answer

  Date: 05/12/2023

  [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:04/25/2023

  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.

  GO CITY PASS *********-This process was terrible unjustifiable. What I was subjected to during my vacation was unforgivable. Completely scammed caused family conflict. We were traveling to ********* not even in town and you told me we used our passes. Ended up paying separately for items that were on our passes. GO CITY PASS SCAM scammed us! To offer 10% as a resolution is not acceptable. We were scammed paying for parking and when we would get to covered events we were turned away. Never offered a reasonable resolution. Money lost, spent vacation on hold, time lost, vacation lost. Events you have to reserve are a scam not available. **************** is hard to understand non English speaking service, long wait times. Complete money loss total we did 3 event

  

  Business Response

  Date: 04/25/2023

  Hello *************************, 

  We would be happy to help you with order number : ******* .

  Can you please go further into details regarding this ? We do see utilization on the pass for several attractions but it would be very helpful in gauging the refund amount is to know when you were informed your pass was expired , what attractions were you denied entry. 

   

  Thank you for your patience and understanding. 

   

  Customer Answer

  Date: 04/26/2023

  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.]
  Issue one we were told we used our passes prior to us being in town. I contacted Go City right away and was given instruction to go talk with LINQ where Go City said our passes had been used so after an exhausting drive we waited in line to attempt to correct **** said they would correct it on their end. Day 1 of using our pass was on 4/23 we were only able to get 3 attractions done. LINQ zipline, High Roller, and Real Bodies attempted to get SAW room booked with no luck, closing time was incorrect for ****** *************** and we arrived as they were closing the ************ Experiences at *******. Day 2 4/25 Got up early and attempted to book ****************** Rental With Optional Tour Guide was told they were only able to upgrades that would be an extra $55 per person, when I agreed to extra payment we were then turned away being told there was no room, thinking our passes were working we headed out to *************** & **************** with Lake **** book which also required pre booking, we were not able to book we thought it was due to internet and went ahead and paid separate for ***************. From there we headed back and went to ************** and we were turned away saying our passes were no good. I made our second call to Go City to attempt to resolve they continually placed me on hold after over an hour they offered to reactivate our passes at with the time I new we would not be able to use pass for more than 1 event before everything would be closed or need required booking or already in process, I suggested resolution of an attraction that would be later in the evening a show, the customer service agent said that was not an option and I would need to contact them in 48 hours. Lots of difficulty I did not understand agent who did not speak clear English, time spent on multiple phone calls, drive times wasted, directions on usage were miss leading, waited in line to resolve to be told it was handled. I asked for a simple resolution while in ********* of covering a separate evening event or a refund for wasted day, their response was this could not be done while we were in ***** I had to wait 48 hours to request a refund. ******** service agent came back with a resolution after again placing me on hold she was not speaking clearly and had placed me on hold for such an extended period of time, I accepted what I thought was a refund but did not understand what she was saying I responded telling her there were 5 in our group not 10. Another group member said she received refund for 10% saying she was given 20 dollars, this experience we went through does not equal a 10% refund that is not an agreeable resolution.      
  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: 09/21/2023

  Hello *****, 

   

  The original offer of 30 % refund was offered , but we can offer a 50 % refund. Please let us know if this works for you. 

  We apologize for the inconvenience you have experienced with our pass and thank you for taking the time to work through this. 

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising 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.

  RE order ******* Dear Go City,I have not received any replies emails dated 28/02/2023 and 07/03/2023 requesting a full refund of our unactivated Go City LA passes which were first purchased on 06/01/2023. It is unprofessional and unacceptable to ignore emails directed to your only provided email address (**********************************).Our plans have changed therefore we do not require the passes any more. Please refund our passes in full.Please contact me if you require any further information.Kind regards, ***************************

  

  Business Response

  Date: 03/15/2023

  Successfully refunded order ******* for ******

  Customer Answer

  Date: 03/16/2023

  [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:02/17/2023

  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.

  Transaction date: 12/20/2022 Amount paid to business: $257.78 Business commits to a 90 day refund policy for unused passes I never reserved/scanned the purchased passes for attractions. I have called the business 6 times over the past 2 months. I get told the exact same verbiage every time, that they are unable to get ahold of the attractions to get the scans removed and thus unable to process the refund (though they say they will keep trying to contact the attractions). I have tried to elevate to a supervisor but am getting nowhere.The business is not properly trying to actively resolve the issue.Order # *******

  

  Business Response

  Date: 02/17/2023

  Full Refund has been approved and issued. 

  Customer Answer

  Date: 02/17/2023

  [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:12/24/2022

  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.

  Today we had a humiliating situation which ended in ** paying 200$ for something we booked and had for free as premium in all inclusive pass.We expect urgent resolution from you preferably with ********************* refunding us the 200$.After booking the ************ premium atraction on 12 december, 11 days before arrival in ***** for trip today they contact me 1h before trip saying we need to pay or we cannot go as the premium attraction was already used???As you can probably see where the passes were scanned, it was ************ experience, ****** *** and *************** as none of them are premium atractions. The only booking i made was for grand canyon and it was confirmed, and then on trip day we ended with having to pay???You resolve please this matter with ********************* ASAP and come back to me with a resolution.Our go city order nr. *******

  Customer Answer

  Date: 01/04/2023

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

  

  Business Response

  Date: 01/05/2023

  Hello , 

   

  After investigating this case with the actual attraction they are showing that the customer did use the passes , we have also included our internal system validation of passes being scanned.  

  Customer Answer

  Date: 01/05/2023

  
  

   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 # ********. 

  
  

  After seeing what you sent me i found where the problem started. I'm sending you the tickets we scanned with our passes in Luxor for kings TUt exibition that you dont have on your list so somebody must have made a mistake and scanned our passes for the exibition as BMGroup . As we said we would not go on that show if it was free.

  
  

  If you check these tickets you will find out they were issued at the same time as the scan apears  
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/06/2023

  Dear Customer , 

   

  Thank you for your response :

   

  Successfully refunded order 6640946 for $200.00

  Customer Answer

  Date: 01/06/2023

  The refund wont be able to transfer as i payed from single use card on REVOLUT.

   

  My IBAN for refund is: ************************

  BIC:REVOLT21

  

  Business Response

  Date: 01/24/2023

  Hello , 

  The refund was processed and released back to Revolut -Refunds processed go straight back into the Revolut account. You will need to contact Revolut if they cant see it in their account. The Aquirer Reference Number might help Revolut to locate the payment

• Initial Complaint

  Date:10/11/2022

  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.

  - Date of the transaction: July 8th, 2022 - Order number: ******* - Amount paid: $1,039.50 - 3 days X (5) all-inclusive *********** - Go City is dodging my calls and no update for a month now.I bought 3 days X (5) all-inclusive ***********, on July 8th, 2022, for my family. We have used the 1st day in Universal Studios LA on July 16th, 2022. and a few days later I got a call from the hospital that I need to do an emergency surgery that wasn't anticipated around that time, and I was scheduled for surgery on July 19th, 2022. This was a major surgery and I had complication during the surgery, thankfully I made it out OK. The issue is the per Go City that once the Passes are activated it must be used within the next 2 weeks after the first use. That is impossible after this surgery. I have contacted Go City after I got discharged, around July 25th and explained the situation and the rep told me sorry can't help if you don't use it, you loss it. So, I contacted my credit card company and put a dispute for the calculated amount for the unused passes $693.33. After a while the credit card company rolled in the merchant favor since they don't do typically refund for activated passes but can re-activate the un-used dates. Which was fine as long as I get what I paid for. Now, the issue is Go City are refusing to help me and keep saying we're still waiting for the credit card company decision back to the merchant which was sent to them on Sep 16th, 2022, and I confirmed that many times with the credit card company. I call Go City at least 4 times a week and always the same answer "we'll call you when we hear back from the merchant". It's truly Un-acceptable, I sent you tons of email with evidence and got back ZERO response. This is how you call a customer service? I'm asking simply if you can't refund me the remaining 2 days (X5) which is $693.33, then re activate the un-used days. It's not fair. I have included the passes, dispute resolution, and the surgery documents.

  Customer Answer

  Date: 10/22/2022

  [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,
  
  *********************