ComplaintsforE Noa Corporation

• Initial Complaint

  10/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made the reservation for 2 people to ***************** on 9/3/23. We arrived in ******** around 2pm on 9/15/23. The reservations were for 9/16/23. We had a 7-day cruise booked that left at 7pm 9/16/23. We were unaware until we arrived that we would have to be transported to the ship at 11:30am on 9/16/23. We received a note from the cruisline after we arrived at the hotel.This meant we could not go on the tour as we would not be back to the hotel in time to take the transport to the ship.I immediately called to cancel our reservations. While I understand the company requires 24 hour cancellation, I feel that rule was unjust in this situation and request a refund of our payment.The only offer from the company when I called was to reschedule. We did not have enough time to do that before we left after the cruise to go back home.

  

  Business response

  10/17/2023

  Dear *****************,
  
  
  I hope this email finds you well. 
  
  
  My name is ****** and I just left you a voice and text message regarding your filed complaint with the BBB. I would like to connect with you directly to discuss your denied refund request.
  
  
  Please call, text, or email me at your convenience so we can come to a resolution. .
  
  We always strive to be the best for you and all our guests, and hearing back from you is always invaluable in facilitating those improvements.
  
  
  I look forward to hearing from you and please call me directly if you would like to discuss more in depth. My direct number is ************.
  
  
  Sincerely,
  ******

  

  Business response

  10/24/2023

  Thank you!  We are providing this guest with a full refund.

  Customer response

  10/25/2023

  I will respond once I receive the refund - it is supposed to be mailed to me. Please leave this open until I respond that I have received it. Thank you 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased blue line tickets on the Waikiki Trolley for my family of four. We rode on the blue line to ************* on 2/4/23, and we planned to ride back from ************* to *********** on the last stop of the day. We arrived at the trolley stop 10 minutes before the scheduled pick up. At 15 minutes past the trolley scheduled pick up time, I called the company. The representative informed me that the trolley had had a mechanical problem, and they dropped the last route of the day. No more trolleys would be coming to pick us up. The representative put me on hold to get managerial approval for us to take an Uber back to ***********. He said that he had received approval, and we would be reiumbursed for the Uber ride back.On 2/4/23, I submitted a copy of my receipt to the email address I was provided. The Uber ride cost $40.27. I also asked the company to provide trolley tickets since we never got to take our ride home.On 2/10/23, I followed up to the email because I had not received any response.I called the telephone line twice in Feburary 2023, and my number was taken down for someone to return my call, but no one ever called me back.On 2/28/23, I called the telephone line again, and I was told that I needed to provide my Venmo for reimbursement. I emailed my Venmo information that day and received a response that it would be sent up and the process started.On 3/7/23, I followed up to the email because I had not heard anything.On 3/13/23, I followed up to my email again because I had not received any response.On 3/22/23, I followed up to my previous emails again because I had not received any response.On 4/10/23, I called the telephone line and was again told that someone would call me back right away.On 4/11/23, I emailed saying that I had not received a call and provided my telephone number again.On 5/24/23, I emailed again saying that I had not received a call or reimbursement.

  

  Business response

  09/05/2023

  Dear ***********************,
  
  On behalf of E Noa Corporation and upon final resolution of your complaint, we want to express our most heartfelt apologies to you many times over. 
  You and I have been corresponding back and forth, since we were first notified of your complaint with the BBB on August 28th. 
  You most graciously provided me with the email thread between yourself and our reservations department and the phone number you contacted over that long period of time in your attempts to obtain your simple refund. The information you provided helped to confirm and fill in remaining blanks which ultimately facilitated our in-depth investigation.
  
  Conclusively, our investigation is complete and I was able to assure you that all necessary actions were taken and swiftly administered to ensure this never happens again to anyone else.
  
  We cannot express in mere words how deeply sorry and ashamed we are for this unacceptable series of negligent occurrences that you endured with our company.
  This has highlighted to us a weak link in our running machine and we were able to address and fix it immediately. 
  Unfortunately, you paid the biggest price in all of this. 
  
  In addition to resolving this dire impediment internally we also resolved with you, to process a full refund for the Uber costs that day, along with the Trolley purchases you made that day, along with a meaningful and substantial token of Aloha to show you how very deeply sorry we are.
  
  We know we can never give you back that time or take away the negative memories and impacts but we would at least like to show you that we are sorry and care for your happiness and satisfaction.
  We always strive to be the best for you and all our guests, and hearing back from you is always invaluable in facilitating those improvements.
  We deeply apologize for all the inconvenience this caused you and your party that day and beyond that day.
  
  Most respectfully and humbly,
  ****** with E Noa Corporation
  ************

  Customer response

  09/11/2023

   
  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

  10/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a tour for Pearl ****** and the night before they tell me they dont have tickets they sold me and must ******* standby line 1-2 hours with no guarantee of entry.

  

  Business response

  10/18/2022

  ******,
  
  I understand how important it is for our guests to experience Pearl ****** up close. We as a company do everything we can to secure tickets for our guests. Recently the docks at the *** Arizona have been under repair.Due to the repairs, Pearl ****** is releasing significantly less tickets for entry to the *** Arizona itself. This is far beyond our control and does affect all tour companies on Oahu.
  We know there is so much more at Pearl ******, so we still take our guests there to take in what is offered. The parks service utilizes a standby line so that guests may gain entry to the ferry ride to the *********** in the event a ticketed person does not show up. Of course, with so many people wanting to experience the *******, wait times become lengthy.
  Again, this is far beyond our control. Our CEO takes this situation very seriously and has released a statement that is prominently featured on our website. The last thing we want is our guests to experience unmet expectations.
  I understand part of the complaint is due to late notice, finding out the night before is unfortunate, and I will be sure to bring this up directly to our CEO, management, and customer service team. Thank you for bringing this to our attention.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please see +attached document with all detailed exchanges / messaging with ***** attempting to resolve.1.E NOA TOURS not providing services promised and paid for when booking including a boat tour to / from the *** ******* which was the #1 reason and experience ALL guests book Pearl ****** tour package.2.E NOA TOURS informing me @949p the day before the tour while on vacation that the *** ******* Dock was damage and guests may NOT receive service paid for as documented below.3.E NOA TOURS agreeing to a refund process PRIOR to taking tour but then the day AFTER taking tour completely ignoring my requests and exchanges as documented below.

  

  Business response

  08/19/2022

  We have made contact with ******************************* and has issued a partial refund as he requested. We know how important it is for many of our guests to experience the *** ******* up close and unfortunately the ticket shortage is affecting some of our guests tours. We are committed to providing the best possible experience so when that does not happen, we take it seriously.We are so incredibly grateful to **************** for reaching out to us and letting us know that our guest communication could be better. We hope this refund displays out commitment to our guests.

  Customer response

  08/19/2022

  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.

   

  I really appreciate Maki Kuroda listening to my concern, understanding, and going above & beyond to action!

   

  And I even found a new friend in ****** so it all worked out perfectly!

  
  God Bless,
  
  ***************************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On September 13,2021 I purchased four day tickets for myself and my husband on the Waikiki Trolley ($130.00). I received an email receipt but that was all, no tickets or number. We have decided not to go to Hawaii and I asked for a refund. Even though I have a receipt for this they refuse to refund the money. They state they cannot find my order. I do not see how this is my problem I sent them a copy of the receipt.

  

  Business response

  11/08/2021

  Aloha ***** ******,

  We understand your frustration and hope you will accept our sincere apologies.  It’s important to us that our customers are more than satisfied and we have taken the opportunity to resolve this issue immediately. 
  

  According to our records, we processed a full refund to you on November 6, 2021.  If you have not received the email receipt, kindly let us know as the refund to your account will be reflected shortly. 
  

  We take every matter seriously; thank you for bringing this to our attention.  Your incident has allowed us to provide the corrective steps and change in procedures to ensure this will not happen again.
  

  On behalf of the staff and management here at E Noa Corporation, we hope you will consider visiting Hawaii in the future.  Until then, please stay safe and take care.

  Customer response

  11/09/2021

  
  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,
  
  ***** ******

*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. ↩