ComplaintsforDiamond Tours, Inc.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Literally just got back from bus trip to Cape Cod and ****************! Traveling on a bus 2 days there and 2 days back you would think we would be in a deluxe bus but needless to say this bus was well below standards for the hours we spent on the bus! A ***** bus and heat and air couldnt be adjusted, volume on screens for watching movies and comfort was the worst! Bus drivers pants down showing his underwear was NOT pleasant to see. We will never go on another Diamond Tour bus trip. This was 3 of 3 and were done!

  Business response

  10/24/2023

  Thank you for sharing your experience with the driver and motorcoach with us.  Diamond Tours, Inc. does not own the buses, we charter them for the tours.  The drivers are not employees of Diamond Tours, but of the bus company.  We are very sorry to learn that the condition of the bus and service of the driver were both below the standard that you expected.  Had we learned of the situation during the tour, we would have contacted the bus company and requested they correct the problems that you have noted. The motorcoach was a 2019 model. The bus should have a comfortable internal temperature; the entertainment system should be functional; and the bus driver should be in professional attire. We have shared your comments with the bus company. The group leader who organized the tour you participated in has requested that we never book that particular bus company for his trips again.  We are working with the group leader that organized this trip with Diamond Tours to resolve the situation for the whole group.    

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June *****, 2023 we went on trip with Diamond Tours to Cape ************** Vineyard. We signed up for the trip through PEACE **** ***********************. We were not given the accommodations that we were informed that we would have via our information packet. Instead we were placed at a "resort" (a rundown motel that was under construction). It was apparent that Diamond Tours did not take due diligence is checking location out as there were several safety issues of concern as well as issues with most of the rooms. There was mold in the bathroom in room 113 as well as in the pool area. The pool was filthy with debris and pockets of an oily substance floating in the water. The Jacuzzi did not work on a regular basis and was also dirty. The workers were putting down new floors leaving the customers with planks to walk on to get to the breakfast and pool area. The representative from Diamond Tours did visit the location after some complaints an did inform us that she was unaware of the condition of the Motel. Again, Diamond Tours did not bother to check this location out prior to changing the accommodations for this tour. Overall the motel was old and in poor shape. This left me feeling like Diamond Tours does not care about the well being of their customers. I don't think that I will travel with Diamond Tours again.

  Business response

  07/25/2023

  Thank you for sharing your experiences on the Cape Cod trip.   Tour 1985451/PEACE **** (***********************) was scheduled to stay at ****************** in West ********, **.  The itinerary, which included the lodging establishment, was provided to the group leader more than a month prior to the trips departure.  Once the itinerary was sent, there were no changes to the hotels reserved for this trip.  Historically, this hotel does satisfy most of our passengers.  Cape Cod is a destination filled with charming, quaint old fashioned lodging establishments.  Older properties do require routine maintenance and improvements.  We had been told renovations were completed earlier in the year, before our groups were to visit.  The fact that the hotel had been renovated, was a positive factor in our selection.  ************* stayed at the hotel two weeks prior to your groups arrival and rated the hotel favorably.  They did not report to us that any renovations were taking place. We were not aware that ****************** planned on replacing the tile floor in the breakfast room during your stay.  When we were notified of the renovations after the return of your groups trip we followed our standard protocol and cancelled all future reservations with this hotel. We very much appreciate that you have taken the time to share your experiences with us.  Please know that we are truly disappointed to hear of the hotels unsatisfactory performance and we are working with your group leader on a resolution.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I sustained injuries on the tour bus as a result of the bus driver's poor judgement and reckless actions. The injuries occurred soon after departure. We tried to stay with the tour but our injuries were too severe to continue on. We decided to leave the tour at the first rest stop and call our son to come get us and take us to an **. We were seen and treated at the ** only to have to return to the ** two days later. Our injuries were more severe than first thought. After x-rays and a CAT scan it was revealed that I had a compression fracture in the lumbar region of my spine. We were both treated with muscle relaxants and pain meds. It has now been two weeks ago today since our injuries occurred. I have emailed Diamond Tours twice and have not received any response. These injuries were not our fault and we had to miss the trip. We have both been incapacitated and in excruciating pain.

  Business response

  01/09/2023

  This is being addressed outside of the Better Business Bureau (BBB).

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As ********** this BBB Complaint is due to non response and continuous ignoring Request for reimbursement due to unforeseen death within 48 hours departure of 7/Days bus tour of an immediate family U.S. Military Veteran ************************** husband of B. HXXXXXXXX my brother-in-law died suddenly Wed., July 6, 2022, thus prevented traveling July 9th. Group Leader(GL) **********, ** was notified. GL call on July 8th was mysteriously disconnected; notified GL on July 23rd, made 3 unsuccessful attempts to communicate request for reimbursement; sent 2-letters by certified mail August 8th to GL and DT Product/ Services; sent letter on August 26th 2022 to President ************************ Diamond Tours, ** with documents, requested help and NO Response. In April 2022, my sister and I respond to Diamond Tours (DT) promotional mail flyer from GL *********************** (PC) to schedule double occupancy bus tour:# *******, ***************** package: *************, NY ******************** Departing: **********, **, July 9th thru July 15th 2022; we were told by GL bus tour:# ******* was sold out few days later GL called us and offered two (2) CANCELLATION 2-weeks before May 2, 2022 deadline, payment(s) were cashed for tour: # *******, $785.00 each, payable to 1) ********************** (BH) and 2) Diamond Tours (JL) total $1,570.00; GL did NOT inform or provide ******* any product literature on insurance, NO agreement contact, NO cancellation policy that *** deny reimbursement or any kind. My sister and I did NOT sign a contract, did NOT complete & return with our payments ($785.00 x2) for DT tour: #*******, ********************* required Form: TRAVEL ******************* it states I cannot officially register you until it is returned. We were never passengers, but ********** services NOT rendered, we wish to resolve this matter with full Refund of $1,570.00 paid reimbursement for purchased DT tour #*******, we fail to understand why *********************************** will not communicate and continue to ignore us.

  Customer response

  11/30/2022

  In response to your BBB message of November 27, 2022, there has been absolutely no contact or communication from Diamond Tours, Inc., nor the Group Leader ***********************, since our (*********************, *******************************) November 14, 2022, BBB Complaint ID ******** was filed.  

  
  

  Please know ten (10) documentations was sent August 26, 2022 by UPSP Certified Mail return signed receipt (8/30/22) to President/CEO *********************** of Diamond Tours, Inc., ***************, ** which included death certificate (***************************************) death July 6, 2022 that prevented joining bus tour; see attachment copies of both deposit/cashed check payments paid to Diamond Tours and Group Leader; a copy of never signed or completed form TRAVEL TERMS AND INFORMATION; also copy of Diamond Tours, Inc., Personalized Tours promotional flyer #: *******;  please see attachment four (4) documents. 

  
  

  Again, we fail to understand why Diamond Tours, Inc., Group Leader (***********************) name cited on promotional flyer continues to not communicate, ignoring our request for reimbursement, total refund amount of $1,570.00 ($785.00 X 2) double occupancy.

  
  

  After near 5-moths, we (*******************************, *********************) look forward to resolving this matter very soon. Our contact phone number during normal business hours EST is *************, we appreciate your assistance. 

  
  

  Sincerely, 

  
  

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

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

  
  

  Attachments: 4-documents

  Business response

  11/30/2022

  Diamond Toursproduct is sold via wholesale to individuals who are interested in reselling the trip to a group of 30 or more participants.  Information regarding the Travel Confident Protection Plan is provided to each Group Leader for every trip.  Whether or not information about the Travel Confident Protection Plan is offered by the Group Leader, to their group members, is entirely up to the Group Leaders discretion.  However, the Travel Confident Protection Plan is available to all travelers and this information is posted on our website, as well.  Diamond Tours' cancellation policy is that a member of any group can cancel for any reason up to two weeks before their scheduled trip departs, and we will issue a refund, in full, no questions asked. However, two weeks prior to a trip's departure, Diamond Tours pays all vendors associated with the trip, and we cannot procure a refund from the vendors once the payments have been made.  Because this passenger's cancellation was within the two week period of the trip's departure, Diamond Tours had already paid for their spot on the tour and therefore we are unable to issue a refund. 

  Customer response

  12/01/2022

  Today Date: December 1, 2022

  
  

  Ref.: 11/30/2022, A message from your BBB
  

  of West *******, Inc.

  
  

  Response From: 

  *********************  & *******************************, Consumers

  701 ***********************

  *******, ** 29662

  
  

  Complaint: ID ********, **********************, ***** Leader *********************** (**********, **) July 9th - July 15th 2022, Bus Tour #*******, Reimbursement of $1,570.00 - ***************** not rendered due to unforeseen, untimely death of a husband and immediate family on July 6, 2022 prevented travel.
  

  
  

  As Consumers, this is ******************************* and ********************* reply to Diamond Tours, Inc. (***** Leader ***********************) response on November 30, 2022 after near 5-months of ignoring our numerous and legitimate requests for reimbursement, refund of our $785.00 dollars/each, total amount $1,570.00, due to an unforeseen death of my (*********************) sister *****************  husband, a **** Military Veteran on July 6, 2022, unexpectedly passed-away; this was approximately 48-hours of Diamond Tours bus departure on July 9, 2022, tour #:*******. Therefore this was NOT a cancellation and this was NOT an interruption while on bus tour #: ******* which had not started.  This was an untimely death of our immediate family member, occurred basically 2-days of departure and prevented ******************************* and ********************* from joining Diamond Tours, bus tour #******* *************, NY City & ************, departure date July 9th-15th 2022.  As the Consumers should not be held responsible for breach of duty as a result of Diamond Tours ***** Leader promotion of their  travel brand; obviously important elements where not provided, such as with bus tour #******* no Cancellation Policy provided, no mention of insurance available to purchase and its significance for new customers especially, no CoVid restrictions when Tour package were distributed Wednesday, few days (July 6th) before departure on Saturday July 9th, no literature provided with other phone number or website  address and unable to reach ***** **************** Leader required Form TRAVEL TERMS AND INFORMATION was never completed, NEVER Returned with signatures by ******************************* and *********************, it states This rule will go into effect when you return your deposit and signed information sheet. I CANNOT OFFICIALLY REGISTER YOU UNTIL IT IS RETURNED (see attached) therefore we (*******************************, *********************) NEVER completed registration for Diamond Tour #: *******. As ************************ NOT rendered again, ******************************* (BH) and ********************* (JL) purchased travel product & services in the amount of $1,570.00 ($785.00 X 2) per Diamond Tours (DT) ********************** ***** Leader *********************** (**********, **) promotional flyer. Since July 8, 2022 attempts  to communicate by phone, in person and by **** certified mail and  no response from Diamond Tours until BBB Complaint filed  and vaguely by ***** Leader ***********************. Due to being unresponsive and ignored, on Nov. 14, 2022,  we BH and JL filed BBB  Complaint: ID ******** against Diamond Tours, Inc. and the ***** Leader (********) and no response; BBB follow up with consumer (*********************) on November 27, 2022, inquiring if Diamond Tours had contact consumers (*******************************, *********************). Consumers (******************************) replied to BBB on Nov 30, ************************************* communication along with four (4) supporting documents and copies of BH & JL deposit/ cashed check payments. It is clear to us Diamond Tours, even though a very familiar name in travel industry when it come to accountability for self enrichment by ***** Leader(s). under frontline direction, unfortunately they look the other way, largely at the expense of those in retirement community and  this is wrong. To that end, what prevented our traveling, again it was NOT a cancellation and it was NOT an interruption while on bus tour #: ******* which had not begun; what prevented our traveling during July 9th -15th, 2022 was because of an untimely death of our immediate family which occurred approx  48-hours of departure, this prevented grief stricken  ******************************* now in mourning  and *********************, her sister from joining Diamond Tours, bus tour #******* *************, NY City & ************, departure date July 9th-15th 2022.  We as Consumers should not be held responsible for ***** Leader(s) breach of duty to consumer because of poor promotions of Diamond Tours travel brand, such as with bus tour #*******.  In spite of our (BH, JL) absence from bus tour #: ******* , it has come to our attention more than once by passengers on this tour who report the motor coach was filled to capacity, so how can this be?  The desired resolution we seek is to return of our payments of $785.00 X 2 (double occupancy) total amount $1,570.00, request full refunds by December 9, 2022.

  
  

  ********************* and *******************************

  Consumer

  
  

  Business response

  12/01/2022

  The **************** Protection Plan information is posted on both **************** and Diamond Tours, Inc. websites.  In addition, the **************** Protection Plan advertisement was presented on the flyer.  The flyer was included in the documentation submitted with this complaint.  The cancelation policy for all passengers is a full refund if a passenger cancels two weeks prior to the trips departure.  ********************* and ******************************* cancelled 48 hours prior to the trips departure per the BBB complaint submitted.  Diamond Tours, Inc. will not be issuing a refund.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** characters isn't enough. No air conditioning on bus for 4 out of 7 days. Made me physically ill each day several times a day. Bus seats were the size of my granddaughter's child safety seat. Bus was old and beat up as well as filthy. Itinerary wasn't followed, missed many stops listed on itinerary. Hotel was horrible beyond all reason. Old, buckled floors, mold in rooms, smell was overwhelming, mold caused physical reactions. Numbers falling off doors, carpets were so grimey they were slimey, those with handicaps still had to do steps to get to their room. Food was underwhelming and the cheapest options possible plus it was cold, and awful. There was only one meal that was good. We had 2 busses and the second bus broke down with no ability to keep air pressure in the cabin, we were left so our bus could pick up the people on the 2nd bus and drop them off somewhere to wait several hours for a mechanic to come and fix the issue. During that drop off (that would have never happened if the busses were safe) the bus seat caught and broke off a tine on my gold ring, the stone was lost. The seats had rips and tears with strings to get caught on. I have a full write up of the day by day issues but there is not enough room to put the list. I can provide the full list upon request.

  Business response

  11/17/2022

  This complaint has been addressed with the consumer outside of BBB.

  Customer response

  11/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We enrolled in a trip on June 30, 2021 and July 1, 2021 when positivity rates for COVID were low. The total cost of the trip for the three of us was $2,277.00 ($759.00 per person). Each of us also purchased trip insurance in case we needed to cancel. The travel insurance plan was written on January 5, 2021. As the time for the trip got closer (September 26, 2021) we were monitoring the positivity rates to where we were scheduled to visit and noticed that they were rising to unsafe levels (above 5% according to the ***** We decided to cancel our participation in the the trip on September 17, 2021 because two of the travelers were 88 and 92, and the 92 year old has a history of bronchiectasis and pneumonia that could be exacerbated if exposed to COVID. Her doctor also recommended that she not go due to her health conditions. According to the group leader, we could cancel our participation up to the day before the trip departed. We requested a refund through the company, but were sent denial letters after complying and sending the information and documents that they requested. We stated that the outbreak of COVID and the rising positivity rates were unforeseeable, uncontrollable events that occurred before the trip and that we should be entitled to a full refund for the cost of the trip.

  Business response

  11/28/2022

  Diamond Toursproduct is sold via wholesale to individuals who are interested in reselling the trip to a group of 30 or more participants.  Information regarding the Travel Confident Protection Plan is provided to each Group Leader for every trip.  Whether or not information about the Travel Confident Protection Plan is offered by the Group Leader, to their group members, is entirely up to the Group Leaders discretion.  However, the Travel Confident Protection Plan is available to all travelers and this information is posted on our website, as well.  Diamond Tours' cancellation policy is that a member of any group can cancel for any reason up to two weeks before their scheduled trip departs, and we will issue a refund, in full, no questions asked.  However,two weeks prior to a trip's departure, Diamond Tours pays all vendors associated with the trip, and we cannot procure a refund from the vendors once the payments have been made.  Because this passenger's cancellation was within the two week period of the trip's departure, Diamond Tours had already paid for their spot on the tour and therefore we are unable to issue a refund. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Plan #: XXXXXXWHL0322 - **** ***** Plan #: XXXXXXWHL0323 - ***** ***** My wife and I scheduled a senior center 4-day trip in January 21, 2022. The bus was to depart June 13, 2022 for Branson, MO. My wife had been feeling poor for a few days prior to departure and decided to take an in-home COVID test. She tested positive on June 11th and 12th and then contacted Urgent Care, affiliated with Medical City Healthcare, to see if she should come in. She was told that both of us needed to quarantine for 5 days. I contacted the Senior Center and Diamond Tours, June 12, 2022, that my wife had COVID and we would not make the trip. At this point neither of us had received a policy so were not sure who to contact and what verification, if any, was needed. We asked the Senior Center for a policy and they could not get one. I requested one from Diamond Tours. Still no help. I went ahead and filed a claim with Diamond Tours on June 14, 2002 by filling out their Trip Cancellation Forms 1-3 for a $1,270 trip reimbursement. Finally received the policy, from Calie Willis at the Senior Center on June 14, 2022 via email. We received a letter from Travel Insured International on July 27, 2022 stating "are sorry to inform you that following a comprehensive review of the information provided, we have determined that your claim is not payable." They stated we did not follow the procedures to file a claim by not seeing a doctor and getting written instructions. 1. We purchased this tour and travel insurance on January 21, 2022. We were told the insurance was required. 2. We did not receive a policy until June 14, 2022 and that came from the Senior Center. 3. We did not have an opportunity to review the policy and file the claim correctly. We filed the claim the best we could under the circumstances. Now we are out of pocket $1,270 trying to keep all of us elderly save.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/20) */ Travel Insured International, Inc. (TII) reached out to the claimants, ******* and ***** *****, with a proposed resolution. The claimant reviewed the proposal. Per Diamond Tours, Inc.'s discussion with ******* *****, he anticipates that this issue will be fully resolved with TII within 5 to 10 business days. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually I worked through Diamond Tours. They were the intermediary and did a great job. Thanks to Diamond Tours we received a full refund.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was on a trip Cape Cod Martha's Vineyard (Tour ID: XXXXXXX). We stopped at the ************ Hotel, **************** Buffalo, N Y, and stayed over night, June 19, 2022, and the sheets were dirty, I found wrinkled sheets and something in my bed when I turned the covers back pictures are included. They moved us to another room that had sticky tabletops. We come back through there coming home,June 24, the sink leaked in the bathroom and there was something on the shower floor, sheets unclean and wrinkled. We were not happy at all, we had been on the road for several hours and we needed to sleep. That did not happen, I was waking up every few hours. This is not the best place to stay. ******* *******, XXX-XXX-XXXX.

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/07/15) */ Diamond Tours, Inc.'s Director of Sales had the pleasure of speaking with Ms ******* on 7/14/2022. They reviewed her issues and together came to an amicable resolution. Ms ******* is satisfied with the resolution.

*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. ↩