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Complaint Details
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Initial Complaint
03/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
348.00 usd My husband tested positive for covid this am. I have been told to isolate with him as I am having symptoms and will likely test positive in a day or 2 according to The medical clinic. Act has refused to refund our payment for the lion king performance on March 24 2023 . I can provide the positive test results from the clinic
Business response
03/20/2023
Our response to Ms. ********* is this: The penalties of cancelling any of our day tours are clearly posted in three venues: on our website, on printed promotions, and on customer receipts. First up is what is printed on the receipt we email to everyone who pays for theater tickets by phone:Here is your receipt from ACT Tours. Thank you for your business. Enjoy your tour! Order Information Description: **ALL SALES ARE FINAL** March 24, 23 -- Lion King 2pm $174pp **NO REFUNDS** Invoice Number ****** Billing Information
ACT Client
**************@anyemail.comShipping Information Total: $348.00 (USD) Payment Information Date/Time: 17-Dec-2022 19:16:12 PST Transaction ID: *********** Payment Method: Visa xxxx0000 Transaction Type: Purchase Auth Code: ****** Merchant Contact Information ADULT CUSTOMIZED TOURSPALM SPRINGS, CA *****USADULT CUSTOMIZED TOURS *** S. ******* Way, Suite *** Palm Springs, CA *****WWW.ACT-TOURS.COM***ALL SALES ARE FINAL. THERE ARE NO REFUNDS OR EXCHANGES AT NO FAULT OF ACT.*** SHOULD YOU HAVE ANY QUESTIONS ABOUT YOUNext is what is posted on our website and on printed promotions:ALL OF OUR TOURS INCLUDE ROUND TRIP DELUXE MOTORCOACH TRANSPORTATION, WATER AND SNACKS EN ROUTE, AND A PROFESSIONAL A.C.T. ESCORT.***NEW POLICY EFF 11/01/22*** ALL trips require payment when booking, if canceling 15 days or more from the date of departure, 80% refund will be processed. If less than 15 days, no refund/credit. ALL ticketed events such as shows guided tours and boat rides no refund/credit. ALL SALES FINAL Please call ###-###-#### or toll-free ###-###-#### for detailsMs. ********* cancelled today, four days before our trip to The Lion King. The bus has been paid in full as well as the tickets. She is welcome to give them to friends or to sell them, but per terms and conditions clearly posted, there will be no refund or future credit.******* ******CEO and Founder Adult Customized Tours (A.C.T.)CUSTOMER EXPERIENCE INFORMATION
Customer Information:
***** *********
**** *********** ave
Winnipeg, MB ****** CANADA
Daytime Phone: ###-###-####
E-mail: ******@mts.net
The details of this matter are as follows:
Customer’s Statement of the Problem:
348.00 usd My husband tested positive for covid this am. I have been told to isolate with him as I am having symptoms and will likely test positive in a day or 2 according to The medical clinic. Act has refused to refund our payment for the lion king performance on March 24 2023 . I can provide the positive test results from the clinicCustomer response
03/21/2023
I am rejecting this response because:it is unfair. Would you accept us on the bus if we stated that my husband has covid and that I have been told to isolate for 6 days and then announce it to all of the passengers on thetour? A yes or no will suffice.The Pantages theatre response to my query indicated that their covid policy for direct box office ticket purchases would issue us a full refund. I provided you with their response this afternoon.
Business response
03/22/2023
While we regret you have been stricken with Covid, you of course would not be allowed on the bus and could be sued for knowingly infecting others. You did not make a direct purchase of Lion King tickets from the Pantages Theater, you bought them through Adult Customized Tours, who negotiated the seats at a non-refundable price. Services have been paid, from the motor coach to the Orchestra seats. Finally, if you sell or give the tickets away, we must have the new names submitted in advance or they will not be allowed to board the bus.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.