ComplaintsforXcursions USA

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7 2023, on my way to visit Key West&participate in the trolley and other excursions. This was a horrible experience. On the way to key west, the bus broke down, making me late for the other activities that I had plan to do. We was broke down in pure heat! Couldn't open a window or nothing. I was sweating profusely and got sick to the point when we FINALLY got another bus I was too drain to enjoy Key West. I am a diabetic, there was no water, no snacks cause it isn't allowed on the bus. I want a,refund . I felt like I was going to pass out I tried to tell the lady, but she just said you'll be ok..no concern.The trolley wasn't any better. My tour experience was ruin, when the trolley driver picked up a lady(who wasn't booked for a trolley) because of heat exhaustion. The tour became about her, Instead of seeing sights and learning history. The driver basically zoomed passed the points, to get the passenger to the Ac mall to cool off. I'm not heartless, it was really hot that day, but my experience in Key West was ruin. To top it off. The driver made a joke involving race and I don't appreciate that, drove recklessly ( playing chicken with a truck going wrong way) just overall bad experience. Contacted them about a refund of $292, getting the same answer over and over. I feel like I'm getting the run around. It's gettourguide company and Xcursions USA Combined Booking GYG7VMB5QV2F

  Business response

  07/10/2023

  Our bus broke down on the way to Key West and after a very short time we had another bus there to keep going on the trip, however we are not responsible for situations or delays caused by things that are out of our control as long as they are managed in a timely manner, the tour is scheduled and advertised to arrive to Key West by 12PM and passenger did arrive on time to Key West.
  Botled water and snacks are permitted on the bus what is not allowed is drinks on cups and cooked food.
  Motorcoaches do not offer windows that open since the late 90's unfortunately we cannot change that, and it was a hot day which is to be expected when visiting south Florida.
  The trolley tickets are an add on we offer combined with our ********************** we pay for those tickets and hand them to the customer and this service is provided by a great company called "*******************************".
  Unfortunately we will not be able to offer any refund for this customer as they used the service from ******************** to Key West and from Key West to Miami with us as well as they got the tickets for the additional service requested (The hop on Hop off Trolley in Key West).
  
  They could have asked to abandon the bus when it broke down in Miami and we could have refunded all but after using the whole service and accepting the tickets for the Trolley in Key West we won't accept any refund requests.

  Customer response

  07/10/2023

   
  Complaint: 20294543
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  07/17/2023

  I decline this response, its saids no food or drink!,thats all.. if you mean certain drinks and food..you need to state that!! Furthermore,  how was I suppose to abandon the bus? How was I getting back to Miami? That makes no sense, we were hours from there. It is clearly stated that we would have reliable transportation to Key West and that didn't happen, instead we was stuck in the heat, got to key west at 12:23 not 12p, like stated.(got the video to prove it) I accepted the trolley because what else was I suppose to do??  We were promise 6hrs of time and in reality only got roughly 4.5 hrs. We were cheated,  not to mention the trolley came like every 45mins not 30, eating up more time. This is a company  that only cares about money and not their customer satisfaction or well-being. I literally was told I would be alright, with an eyeroll, after telling them I was feeling sick.(got that video too) We sat in the heat for 20mins+, record temperature recorded.(got that recorded too) People living with diabetes are at an increase risk for heat exhaustion, heat stroke since the disease affects the sweat glands, if you can't sweat, the body cant cool itself off, that's why I got sick. When I got back to Miami, I had to go to the *** for dehydration and rasied glucose levels. On the trolley , our tour was ruined and rush. All this was $292.00 it is,not worth the money for what you get. The tour was suppose to take an hour, NOPE! bout 30mins. But the company GetyourGuide has been really helpful and even called me to check on me, the company that's in a partnership with Xcursions.  They advised that they were investigating the situation and if is found that Xcursions in Miami was in the wrong and went against the contract, they would cut ties, I hope they do. Get your guide, gave me a FULL refund and I am satisfied,  but I will never participate in any activity with Xcursions ever again. Be aware of this company they lie . ***** on you!

  Business response

  07/17/2023

  We are very sorry but unfortunately we do not offer refunds on this type of complaints.

  Customer response

  07/17/2023

   
  Complaint: 20294543
  
  I am rejecting this  response because: I am done with this company and looking at their reviews, I can see that they have had a lot of bad reviews. Anyways I done..I got my  refund.  No need to respond. 
  
  Sincerely,
  
  *********************

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