ComplaintsforMid American Coaches Inc

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 tickets for a trip to Branson from this company on October 30th,2021. On December 5th I tried to cancel the trip due to being positive for COVID 19, however I could not get to through to the company nor was there a way to leave them a message, when I finally did reach them the company stated that I only had 3 days from the date of purchase to cancel in order to get a refund. I paid them a total of $2392.00 , and should not lose that amount of money for becoming sick and quarantined. This company will not offer any resolution to this unforeseen problem.

  

  Business response

  02/22/2022

  Mr. ******* is going to email some documents today. 

  

  Business response

  02/23/2022

  February 14, 2022

   

  To whom it may concern

   

  I received a phone call from ****** ********* on Monday December 6, 2022 late afternoon around 4pm. She stated that she had been to the Doctor that morning and had tested positive for Covid. She also stated that she knew that it was to late for a refund with our company policy. But wanted to know if there was anything at all we could do to help her out considering the circumstances. I told her she would need to talk to the Tour Coordinator ******* *******. ******* was already gone for the day as this was at the end of the day when she called. I did reach out to ******* immediately and she assured me she would call Gloria first thing in the morning. I did ask Gloria about the person she was to room with, if they were still going. And she said yes they were. However

  when the tour left that person was a no call, no show. We did attempt to reach them the morning of and before the tour departure to make sure they weren't stuck in traffic or something. We did leave messages, and received no response. Thus making the no call, no show of her travel companion tour costs null and void of refund in the amount of

  $1186.00.

   

  Thankyou

   

   

  ***** ***** Administrative Assistant Mid-American Coaches

  
  

  Feb 14, 2022

   

   

  To Whom it may concern:

  I am writing this letter regarding a matter reported incorrectly by a customer Mrs. ****** *********. Mrs. ********* filed a complaint to you the BBB in request to her money returned in full for her illness and dealings with covid and forfeiting her funds due to our travel policies which she was fully aware of. Per my notes in office here is the correspondence I shared with Mrs. *********.

  Dec 6, 2021, 4:30pm- I Eyvette Sproule tour Coordinator, was notified by my colleague that Mrs ********* called at close to closing and needed to speak to me about consideration of our tour protection policy and her circumstances, due to getting covid. I was informed that repeatedly while on the phone she stated to my colleague that she was sick before the weekend of the tour departing but chose to wait for results to call and decide. She also stated she attempted to call after hours to our office over the weekend but never left a message because she wanted to directly speak to an actual person in our tour department. Mrs Hutteggar was hoping we could help her in receiving a refund and admitted knowing she was out of time with the tour protection timeline (which is 72 hours before

  departure time) for refund and asked my colleague to assist her in bending our rules or maybe helping in her financial aspects due to her contraction of covid. I then told my colleague since I was out of office already, I would call and see what we could figure out for her the following morning since I had left for the day.

  Dec 7, 2021 8:00 AM- I pulled Mrs *********'s travel file and information before contacting her to make sure I was aware of her full situation and purchase for this specific tour set to leave on dec 8” at 7 am from the location of pickup which she had selected for her and her travel companion.

  Dec 7, 2021 8:45 AM- When I contacted Mrs. ********* I asked how I could help and was quickly met with her frustration in her illness and awareness of how she was past the point of our policies refund options and that she was hoping I could do something to refund her money in some way, but that her travel companion was still attending the tour so she was not concerned in regards to those funds just hers. I Proceeded to explain to Mrs. ********* that our policies are very clear, and I would attempt to speak to the travel venues to attempt to possibly get some funds back on her behalf but probably would be met with a hard no. We as a company contract with the venues of the tours, and to get a refund from them since our contracts with them clearly state no refunds two weeks before tour reservation arrival. At this point she was only 24 hours out from departure of the four-day tour and not within the time constraints of our contracts or the venues contracts. It was simply too late. She became frustrated stating she would then like some form of compensation, which per company policy that she agreed to on Oct 30, 2021, at her time of purchase for both tour reservations with tour protection for her and her companion, I was unable to assist in refunding her any money since the 72 hour window for tour protection and the contracts was now gone.

  She then stated that she wanted to speak to a person and not leave a message in which I replied that had she left a message Friday dec 3 when her symptoms of illness first occurred, our policy would have considered her message notification within the tour protection window, and we would have been able to refund her money as she requested. Unfortunately since she did not leave a message or contact us till

  
  

  Monday the 6^t at almost closing, we had no way to get back her payment in full for her trip expenses. She then proceeded to yell at me and state that she would then show up infected with covid and board the tour bus, at which point I informed her that if she did so she would be asked to leave the premise and not allowed to board the bus or enter our building. I explained doing that is unethical and unkind and she agreed, but then stated again how this is unfair to which I said please give me time and I will try to get you something back or figured out if possible. She then yelled how our policies are unfair and stupid and she will report us for not having a better option, I said if you would like me to try contacting the venues I still will, but you must give me time and stop being rude! I understand the amount of money spent but you are fully aware of our policies and stated so plus agreed to them already. She then proceeded to tell me that it doesn't make it right to have the policies with covid and that I had better do something... to which I replied in all honesty Mrs. ********* per company policy effective since June 1 2021 and then updated policies per dec 1 2021, I don't have to assist in getting you any refund since you even acknowledged and know that you are not within the time frame listed of 72 hours before departure time which is in less than 20 hours at this very moment. She then told me our company was a sham and this was robbery. To which I wished her a nice day and she hung up.

  Dec 8, 2021, 6:20 AM- I arrived to work to see the tour off and to let our guide and driver know about Mrs. ********* and that she was not to enter the building or board the bus per our knowledge to her contracting covid and her upset with the tour policies. We then checked everyone in, and she did not arrive at our pickup point she had selected and neither did her travel companion. At 6: 45am I started making calls to all passengers we had not heard from or had not boarded the bus. Her travel companions' cell and home phone were called at 6:45am and then 6:50 am. We held the bus till 7:10am to make sure the travel companion was not in transit and running late and just not answering her phone. We received no calls in return and sent the bus on its way to not be off schedule by too much. I then proceeded to call the travel companion in the afternoon and later the following week to still receive no communication.

  As a side note, I did attempt to contact all the venues to be told no to a refund and that I am aware of company guidelines and contract rules. I then never responded to her again, since I assumed no call was efficient and clear enough in there being no refunds. Her travel companion that she paid for never showed after we attempted multiple phone calls and left messages to have no response. Thus, making the $1186 ( total $ 2372.00) for both individual reservations forfeited and void for refund. Since then, Mrs. ********* then filled with you the BBB in an attempt to somehow receive a refund. I have attached below our policies for tours regarding the updates of policies from June 1, 2021, and on December 1, 2021, both policies of which Mrs ********* was directly made aware of and agreed to upon payment and signing up for our Branson Christmas Tour pre- departure.

  Customer response

  02/24/2022

  Complaint: ********
  
  I am rejecting this response because:
  My intire conversation was with the same girl.  Never received a call from anyone other.  Or my friend no call.   I ask her if they would not refund me then can I possibly receive a chance on another event.     She said No     The policy states 3 days before scheduled date is what she continued to repeat to me.    I told her becoming sick with this covin was a shock to me.   Because I had been preparing for this trip since Oct. 31st. and staying in away from people other then going to pharmacy to pick up my prescription for cholesterol.   I even mention to her that I had proof of my testing and she continued repeatedly the policy of 3 days before departure. And said what if she did this for everybody else by breaking the rules.    And that's when I became upset and pleaded with her that not everyone is sick.     I really felt like they could have offered me another event.   I feel that I was taken of 2372.00 from a popular company that could have done better.    They did not make all those phone calls as mentioned and Mid American Coaches Inc.   left me with hard feelings and will not recommend.             Out of a lot of money.    Sincere

  
  

  
  

  
  

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

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