Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were supposed to be lined up in the ************ location at 6:30 am (pickup time is at 7:00 am). We were standing in the cold for more than 40 minutes waiting for the bus.When we got to ************, we were only allowed 30 minutes to roam around the ***************** area which I believe is too short to even walk to a nearby bathroom and back to the bus for elderly people (we have 2 in our group).The company required us to pay a manadatory fee of $45 each on 1 of 2 attractions, the Congress tour and the IndepthWashington DC tour. The tour of the Capitol is actually free according to the website and there are no charges to see the monuments. So i do not know what the charges are for. They also charged us $24 ($12 each day) manadatory tip for the trip. And the Amish Village trip is for $35 (the Amish Farm only cost $14). We got to visit the monuments (********* and *******) but only when it went dark already, not really great views and with so little time allowed to walk around the area and take pictures. We finally arrived at the hotel, totally exhausted. Day 2 is when it really went bad. The tour guide told us that the start of the trip will be at 8 am. We travelled from the hotel at **** PA all the way N to ****** PA to switch transportation from the bus to a van. We reached ************* after 1pm. They could just have left us at the hotel and have a van pick us up in the morning to go the *********** which is just 30 minutes away from our hotel hut we had to endure 5 more hours of nonsense travel ******* the time we reach *********, there is nothing left to see. We are 13 in our group and had to spend almost $2800 for the fare, hotel, attractions and manadatory tips. This is too excessive per person to spend and not really get to enjoy the trip and spend time at the destinations. I requested $300 cost we paid for this tourin total. They are only willing to refund only $80 for the hassle because of their inefficiency. The tour happened Dec 20-21,2024

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Niagara falls tour from *** with taketours.com for myself, my wife, and our 2 year old son. We were allotted the last row seats on a coach which did NOT have seatbelts, were filthy, and we're the absolute worse for a toddler who would suffer severe motion sickness on the 10 hour journey from ***. The seats were assigned at random. Paid seats were available for ONLY the first 8 rows and the rest were, per company policy, to be allotted at random.We requested the tour guide for a switch to one of the other rows but were denied because "the tour was full". We were asked to leave the bus or take the seats that were originally assigned. Needless to say, for fear of our son's safety we had no option but to leave. Requests for resolution have met blunt denials from the company saying that we cancelled for "personal reasons". They fail to acknowledge that they didn't account for the toddler while assigning the free random seats. They are vehemently ridiculing with their callous responses. I paid $225 for the tour which was not provided to me and would like a FULL refund immediately, or subsequent interest over and above what I paid for every day of delay. The brazen high-handedness should not go unpunished. Unfortunately I didn't ****** the company and had a great past experience but it appears that they have 1 star reviews flooded all over, but no penalties for their scams

  Customer Answer

  Date: 06/29/2024

  The business has outright denied my claim repeatedly by just parroting that "I cancelled for personal reasons". They have denied acceptance of the fact that they put us in a precarious situation with a toddler on a risky seat and left us no choice because the tour guide told us to "get off the bus as it was time for the bus to leave". They're hiding behind the garb of "random seat allocation" when there was information available that we're traveling with a 2 year old toddler. They didn't account for that. And they consistently, vehemently, with utter callousness deny any consideration of that fact while "randomly" allocating seats. ***************************** acknowledged that they couldn't "jeopardize" other customers by asking them to switch seats "randomly allotted" to them, but then quickly backtracked by saying that "jeopardize" was used to mean their right to "equal treatment" in random allotment of seats. I'm attaching the correspondence for reference. He also closed the case without letting me represent any further.

• Initial Complaint

  Date:05/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Tour Guide Behavior and Service Quality: I am writing to express my strong dissatisfaction with the behavior of our tour guide during the trip organized by TakeTours.com. The guide's conduct has been extremely rude and unprofessional.Firstly, the tour guide has been forcing us to leave the bus if we choose not to participate in optional activities, even before reaching our destinations. Today, after receiving confirmation from ***** our tour guide, to keep our baggage in the bus compartment, we were abruptly told at 11:00 PM EST to remove our baggage from the bus. Furthermore, the tour guide refused to provide us with our hotel keys.As senior citizens on a tourist ***** we did not expect such poor service from a reputed tour company. This experience has been distressing and unacceptable.I request immediate attention to this matter and expect appropriate actions to be taken against the tour guide to prevent such incidents from occurring in the future.

  Customer Answer

  Date: 05/31/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 06/01/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the distressing experience you had during your trip.

  
  The reason we requested you to remove all luggage from the bus compartment was due to the large amount of luggage, and we wanted to ensure they remained safe with you. We apologize for the tour guide's misconduct and failure to explain this matter earlier and clearly, which led to the argument in the hotel lobby and the involvement of the police officers for conciliation.

  
  As a gesture of goodwill, we will refund 50% of the tour fee, which amounts to $222.

  
  Once again, we apologize for the inconvenience caused and appreciate your understanding.

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a tour for two people with the company on taketour.com for $676. While on the tour the company demanded cash of $560 when we are in the middle of nowhere in ******* at night, without our previous consent of this. The company failed to explain what the extra payment is for and said we must pay and its for services same as the ones we already paid for the first time. We demand a refund of the $676 originally paid that didnt cover any expenses.

  Customer Answer

  Date: 05/11/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for Thursday August 31, 2023 to go to ******** from ******* ** for 10:45pm. The website did not have any notice of the bus being cancelled for any reason. I waited for the bus until 12am and which I had to catch a Lyft which cost me $26.99; due to the local transportation not running at midnight. Gotobus customer service was not available at that to call but support sent me an email stating the bus broke down and therefore the trip was cancelled and I had the option of either a full refund or a reschedule the trip. Then a moment later received an additional email stating that due to the weather and terms I would not receive refund as the website stated the bus was cancelled, but I could reschedule my trip or get a ticket with no valid date. Then i call this company and somebody answer the phone and say they dont speak English and hangs up!This is unacceptable as I was going to take my elderly mom back down to family in ************** and now my mom wont see family we havent seen in a while and Im out extra money due to having to travel back home taking a Lyft! They have lost a customer I would never give my money to this company again! The government needs to regulate this company because this poor customer service happen too much. They need to reimburse me my Lyft fee and ticket refund for bad business

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets online to travel to ******** from ************** on 07 /21/2023 For the 9:30 am bus on 07/26/2023 only to find out that they don't have AM busses on Wednesdays Therefore I couldn't make the funeral I was planning on attending Therfore making the return trip back to ************** from ******** invalid Why was this not not made known when I received my bus tickets conformation to travel on 7 /26/23 I had to cancel my hotel reservations as well due to this fact .I'm very upset that this important information was left out as I could have traveled on the previous trip When I tried to start an online chat to discuss this It was unavailable I also called the number online and it was not valid I paid $70.00 for 2 tickets It seems like this company is running a scam as it states no refunds And I also am not not to get a full refund on my hotel reservation ************ is clearly misleading as to online purchases

  Customer Answer

  Date: 08/06/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 08/14/2023

  Can we have the ticket number for continuing the complaint?

  Thanks!

• Initial Complaint

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bus ticket from GoToBus on 7/10/2023 for $27.00 (I was charged $33). The website states you can reschedule up to 2 hrs before bus departure. I attempted to reschedule within the allotted time, and even before the allotted time: Feature was BROKEN on website, customer service was uncooperative (nobody answered the phone). My bus left, and now I am stuck in *** due to website neglect. I want my money back/another ticket.

  Customer Answer

  Date: 07/24/2023

  The business gave me a rude response and denied being in the wrong despite having a broken customer service system. 

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 26,2023 I ordered 2 tickets on Gotobus website for my self and 4 year old daughter. I was at the location on time. The bus 30 minutes late and denied me access because they over booked. On their website stated that another bus would be there at 2:45am but the office stated 8am. The location is in the middle of nowhere so staying there until 8am with my 4 year old was not an option. Their website does say no refunds but also does not state that it will be a hit or miss if you are able to get on the bus. I put in a complaint and ask for my money back. They replied with charges me another $10 for each ticket on the next purchase. That is not ok. They should not be able to put no refunds on their website but not accommodate people on their bus because they are greedy and taking people when they are trying to see family or friends. ***************** provided by: ************** Schedule: ********* 1:30am -> ******** 5:30am Schedule ID: ******** Depart: 1:30am Fri, May 26, 2023 *********, ** ***********************************************************************(TA Gas Station)Arrival: 5:30am Fri, May 26, 2023 ********, ** ******************************************

  Business Response

  Date: 08/07/2023

  Can you please let us know the ticket confirmation number?

   

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bus leaves 4 hours late making me late for work and losing a day of pay Bus stinks smells like urine and excrement. Overcrowded Druvers are rude

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of Friday, 03/17, my parent booked a tour with Gotobus (now TakeTours), which had to be cancelled within an hour due to an abrupt need for change in travel plans. We went on their website and went through all available channels to cancel this reservation. this included all 8 or so numbers that are purportedly their "customer service" numbers and message portal. all attempts to reach them in the 2-hour period we attempted to cancel this reservation went unanswered. During the process, the company went ahead and confirmed the trip, and made an unauthorized charge to our credit card without any recourse to seek a refund or cancel this trip. We soon learned that none of their numbers work and the customer service tools offered are nothing but a scammy edifice to give customers a false sense of security that they are a legitimate business. we have been unable to contact them and stand to lose $1162 on the transaction with no means of reaching them

  Business Response

  Date: 03/19/2023

  Can we have your order ID number?