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ComplaintsforHawaii Shark Encounters, Inc.
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Complaint Details
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Initial Complaint
05/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Good afternoon. We faced very incorrect treatment and illegal debiting of funds. January 31, 2022 in Hawaii, we paid for the tour. Agency: Hawaii Shark Encounters Excursion purchased day-to-day. That is, in the morning, on the way to the port, they chose the nearest time. The tour was at 9 am. After the purchase, the agency sent information, where it was written that it was mandatory to arrive at the port ***** minutes before the start. We called the agency, explained the situation, what was bought at the moment, that we did not lay ***** minutes on the road. They said try to arrive as early as possible, but if you are late, we will put you on the next excursion. We arrived at 9 am, 8:58 to be exact. The boat has already left. We contacted the agency again, this time there was no trace of courtesy and the only solution, as cheap as possible, that they offered was to withhold $ for not arriving on time (that is, refusing to return the funds paid for the excursion in full). We contacted ********** with a dispute, the operation was canceled. But after 2 months, a message came from the agency that they were petitioning Chase to write off money with the threat of going to court. As a result: $290 written off. This is a very wrong attitude. And for people on vacation, it is simply unacceptable. Conditions for early arrival appeared after payment. I understand that this is normal practice. And I would calm down if we bought in advance and overslept / were late. But this excursion was purchased day-to-day, a couple of hours before departure. What we reported in advance to the agency and explained the situation. In this regard, I ask you to return the money in full, written off for the service not rendered.Business response
06/16/2022
Aloha! This customer booked our tour at ****** the day of, for the 9am departure. They were unable to make it before departure. Called in at 9:10 Am when they arrived at the harbor, 40 minutes past checkin and 10 minutes past departure. They then wanted to move to 11 AM, they were advised that the 11 am was sold out. so they wanted a refund. Were advised no refunds, for no-shows within our 48 hour cancellation policy. They then disputed the charge with viator and we have all the documentation and proof to show they missed their tour and are not due a refund.
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Contact Information
66-105 Haleiwa Rd
Haleiwa Boat Harbor -
Haleiwa, HI 96712-1562
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.