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:02/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Horrible customer service as I accidently booked an event for 1/26 in the middle of the day when I was trying to plan a family event for 2/15. I get with customer service and they say that the event cannot be cancelled and my pass was activated. I asked for some type of resolution but was told to wait until the pass expires which was supposed to be 1/28. Today I reach out to get the replacement single day pass to alleviate any financial burden and was told that I have to reach out the day I plan on using my pass even after I was told that I can get a replacement pass in 2 days from my first contact. Now I am being told that I have to call in the day of that I plan on using the pass but all the events require advance booking. I am still being told that I cannot get a replacement pass until the day of my using. I am stuck having to do only the events that does not require booking if I do not get a replacement pass either by paying out of pocket for a new pass.

  

  Business Response

  Date: 02/07/2025

  Good day, 

  Thank you for your message. We're so sorry to hear about your unpleasant experience and have looked into this matter. 

  We see you have connected with a member of our team and a replacement pass was provided. Please let us know if we were able to resolve this for you. 

   

  Warm Regards,

  Go City

  Customer Answer

  Date: 02/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There was an issue on a reservation that was made through a five event pass that was purchased with Go City. The date I requested was two weeks prior. The actual reservation was for. The app clearly requested the date and I entered it for February 15. Today the date is February 1. When I finished with the reservation I noticed a a countdown for the reservation to be cleaned on that very morning. This was done at 8 AM in the morning. I quickly requested help through the app chat line. And was given instructions to amend the reservation on the app. I quickly attempted to amend it, but on the app the option was not functioning so I quickly requested another chat and could not get connected. I looked online for the customer number and called directly, but could not get through. I had unti 10 AM for the countdown to end, and at that time I had to start work for the day. For two hours I kept requesting chat it was only offered, "we will connect you with a live agent". I keep typing request a live agent and kept getting the same response over and over. At the same time, I kept calling and trying to get through. At the end of the day I tried calling and chatting again. I finally got through a live agent on the phone. Who said they have no record of me trying to call or chat. When there was actually a live agent that I chatted with. When which he said, if I had a screenshot of said, chat. Since I had no proof, there's nothing he could do. I am requesting a full refund of the lost event that I have to pay in for to attend in person.I am requesting a full refund of the lost event that I have to pay in for to attend in person. $55 x 2 =$110.00

  

  Business Response

  Date: 02/13/2025

  Hello, 

  Thanks for reaching out to us. We're so sorry to hear that you had an unpleasant experience and would like to rectify this right away. 

  We are able to offer you a replacement pass for *******. Please confirm at your earliest opportunity and our team can create the new order for you. 

   

  Many thanks,

  Go City

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the Go City Pass on 11/29/2024 for my upcoming ********* trip 01/21/25 thru 01/25/25. I purchased this pass knowing the few small attractions we wanted to visit and the premium Night Flight Helicopter Ride that was offered. During our stay, we utilized our pass for a few small attractions. We planned our stay according to those attractions and which days we would do everything. On our last day, 01/25/2025 I contacted Papillion Helicopter Tours to schedule our night flight (flights are booked same day ONLY) and was told they couldnt accommodate due to temporary flight restrictions. Leaving us out an incredible amount of money. Go city has not responded to any emails outside of the initial email sent requesting a refund. I was advised on 01/25 after filing for refund that they would only refund 10% of purchase price which is $42.94. I paid $429.44 for these passes, the helicopter tour alone was $248. I never would have purchased the pass had I known the premium experience would not be available. I simply want the cost of the flights refunded.

  

  Business Response

  Date: 02/03/2025

  Good day, 

  Thank you for taking the time to reach out. We're so sorry to hear about this experience in ********* and will certainly pass your feedback on. This is certainly not the experience we wanted you to have. Due to this, we've processed a refund in the amount of $248.00. This amount should reflect within 7 - 10 business days on your statement. 

  Thank you,

  Go City

  Customer Answer

  Date: 02/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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 had purchased Go City passes for ****** via ****** ****** in January 5, 2025. The order number was **********. I was planning to visit ****** on February 11, 2025 and had made a few reservations with various attractions by providing Go City pass number. Today, I opened the Go City app on my phone to add some other attractions in my itinerary there and noticed that my pass was expired. It was surprising and contacted the Go City customer support via email. They responded telling me that my pass was cancelled. They never notified me of this cancellation despite they had my email as I was communicating with them about an issue regarding the price and charge imposed by one of the attractions. The reason they provided to cancel it is so ridiculous which is - Please be advised that Cancun is currently undergoing renovations and upgrades, which is the reason for the cancellation of your order.Seriously? Is Cancun undergoing through renovations and upgrades? In fact, in ******, all the attractions are operating as usual. Because of this cancellation, I am going through a lot of stress because all my reservations have been cancelled and I need to start over. Some attractions do not have the suitable date and time that works for us as it is for the group of four. It is waist of my time and even now I have to pay extra for last hour reservation. I had been purchasing Go City pass for more than 11 years. Because of their last minute cancellation, now I need to think seriously to purchase their pass even for other cities.

  

  Business Response

  Date: 02/03/2025

  Good day, 

  Thank you for your message. We're so sorry about your unpleasant experience and would like to rectify this. As ****** has already contacted us, we have offered a replacement pass for Cancun. Please let us know how you would like to proceed.

  We look forward to resolving this matter. 

  Many thanks,

  Go City

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I appreciate that Go City is issuing the replacement passes for me through ******. As my travel plan is for next week and ****** still did not have the Go City Cancun pass available for sale, I had to purchase the passes from the Go City app directly. However, I ended up paying $45 CAD more than I had paid originally to ******. I purchased the passes with ****** at $290.00 CAD and at the Go City App I paid $229.00 USD per pass which is in todays exchange rate equivalent to $335.00 CAD. So, I paid $45 CAD more per pass. So, I want $90 CAD  back to my credit card from Go City for two passes that I purchased. The order number is ********** when I purchased the passes directly from them. Please refund the difference amount of $90.00 CAD to my credit card. I hope it make sense and Go City wouldnt have any problem doing so.

  Costco can refund me instead of sending the replacement passes. As I already have purchased other passes, I have instructed them to do so.

  Thank You!

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yadav

   

   

  

  Business Response

  Date: 02/05/2025

  Hello, 

  Thank you for getting back to us. Please accept our apologies again for any inconvenience.

  We have connected with ****** as well and will keep the existing order placed with Go City active as reservations were already made. We've also processed a refund for 15% which is $69.00. We hope we were able to resolve this matter for you. Please allow about 7 - 10 business days for the credit to appear on your statement. 

  Warm Regards,

  Go City

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Go City passes for 3 people. I purchased a pass for ****** (5-day order number ********** for $512.41) and ***** (4-day order number ********** for $452.28). Many of the sites we wanted to see were not available, or we had to make other purchases on top of the pass to be able to visit. Also, if there were no reservations through the pass, we had to pay once we arrived to be able to do the activity or see the place. There were also things that they said cost money but were free. Some places were closed, or we could not use the passes when it said on the Go city website we could. Also, it included the big bus, and we spent a lot of time waiting for the hop-on and off the bus or the bus not coming to the places or locations it said it would. I ended up having to pay for **** because they did not come or stopped running early, so we would get stuck in different places. We were not using it for transportation, just as it was noted, but to see the sights listed on the Go City and Bus websites. I did not save any money by purchasing this pass I had to spend more money than I would have without the pass. Also, my daughter got sick on the trip and could not use the London pass for a couple of days, and they would not give us any money back for this. There were a lot of inaccuracies between what was advertised and the reality of what we could do.

  

  Business Response

  Date: 01/29/2025

  Good day, 

  Thank you for sharing your experience with us. We are very sorry to hear that you were unhappy with your purchases. We have reviewed your orders and can see the passes were used in both ***** and ****** on multiple days.

  To research further, would you please provide some additional details regarding which attractions you had issues entering or had to pay an extra fee? This information will be helpful for our investigation. 

  Many thanks,

  Go City

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  One of my daughters were sick in ****** and was not able to use the pass 2 days and I would like to be refunded for those 2 days. Though we got the hop on and off passes in both ****** and **********; we were not able to use it to see the sites listed on your app or their website as the times were always incorrect or they bus would not come. I ended up spending over $600 on on other forms of transportation to just see the sites listed. It notes we are supposed to be able to hop on and off but that was not the case. The hours were also incorrect on the app and the websites of places so sometimes we would get to places and not be able to see it. Also the directions were not always correct. We wasted a lot of time trying to wait for the bus or going to places and not being able to do things. Such as **************** and ***********. We also had to pay more for the **********, ************, the skywalk, and those are just a few. Also there are things I would have got in free since I am disabled and so I did not need the pass. Which was not noted anywhere before I bought the pass. I would like a refund for the passes or at least a partial refund. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Brittany

   

   

  

  Business Response

  Date: 02/05/2025

  Good day, 

  Thank you for taking the time to respond to our message. 

  We have reviewed both orders and can see the passes were used each day at different attractions. We are so sorry to hear that you had an unpleasant experience and will take your feedback on board. While the Hop on Hop off bus is a great way to see the city, it can take longer to view the attractions due to stops along the way and also street traffic.

  Your comments are important to us and we value your business. We will be able to provide a 15% refund on this order due to the inconvenience. Upon your confirmation, we can process the credit back to the original payment method. We look forward to rectifying this.

  
  Many thanks,
  Go City

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the resolution of receiving 15%  refunded back to my original form of payment on my orders number ********** and ********** does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Regards,
  
  ******** *******

• Initial Complaint

  Date:01/14/2025

  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.

  Bookings quit working. **************** pointless. They killed my chat session 2 times. Booking cant be made - I want my money back! Horrible experience!

  

  Business Response

  Date: 01/22/2025

  Good day, 

  Thank you for your inquiry. We are so sorry to hear about your unpleasant experience. As we can't seem to locate your order under the email address, would you be able to provide your Go City order number or pass numbers? 

  Warm Regards,

  Go City

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 November 30, 2024, I purchased 3 Go City passes for an upcoming trip to *** (December *****). The site states that some experiences require reservations. As I began attempting to book experiences, I realized that those that don't require reservations also do not allow you the chance to book specific times in advance-rather you have to show up at the location and take the next available spot (meaning there is no guarantee that you will get in at a time convenient to you). Due to a tight timeline, we needed to be able to schedule each attraction, so I immediately turned around and requested a refund through their app on December 1. I waited the roughly 7 to 10 days the site states one should wait for a refund, and when I had not received one, I sent another refund request through their app on December 10. And, finally, thinking that perhaps with the holidays and that maybe the business was waiting until after my trip to be sure I never used any passes, I requested a refund a third time on either December 22 or 23 (no email confirmations were ever sent after requesting a refund, but I believe it was one of those 2 dates). After still not receiving a refund by January 5 (thinking again I needed to allow plenty of time for the banks to clear transactions), I reached out through Go City's online chat function. At this time, I was told I could not receive a refund because it was past the 30 day **** (even though I pointed out that I had requested refunds on three separate occasions during the 30 day period post purchase), and because I was a no-show at an attraction. I was also told by the customer service representative that an agent had reached out to me via email on December 11, but I have scanned every folder and can honestly say I never received any correspondence from Go City. Why would they book an attraction for me if I had requested a refund on two separate occasions prior to my trip? This experience has been very disappointing.

  

  Business Response

  Date: 01/22/2025

  Hello, 

  Thank you for bringing this to our attention. We're very sorry about this experience and will certainly take your feedback on board. After reviewing this case, I've canceled the passes and processed a full refund on this order. 

  Warm Regards,

  Go City

  Customer Answer

  Date: 01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  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.

  I purchased GoCity pass for ******, Order Number ******* on April 29, 2024. Due to some reasons we could not use all the passes, So I called the customer care for the refund, they said they can give 10% of only, That is also not issued until. I followed up with them so many times.

  

  Business Response

  Date: 12/20/2024

  Good day,

  Thank you for taking the time to provide this information. We are terribly sorry to hear about your unpleasant experience. After discussing with our Finance Team, we have been informed that you would need to contact your credit card issuer. The funds should have been returned to you by them once the dispute was resolved. Please let us know if you have any questions. Many thanks. 

  Warm Regards,

  Go City

  Customer Answer

  Date: 12/21/2024

  See the attached document which says the bank already closed the dispute few months back but GoCity keep saying I need to talk the bank. I spoke to the bank they said nothing can be done as the dispute already closed. GoCity has to refund me the money. *** its 15% of the total.

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ramesh

   

   

  

  Business Response

  Date: 01/02/2025

  Good day, 

  Thank you for sending this information from the bank over to **. I have provided it to our Finance Team for further review. As soon as an update is available, we will let you know. 

  Many thanks,

  Go City

  Customer Answer

  Date: 01/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As per the last email from the vendor I was waiting for, They said they will check with finance **** and get back to me, 

  

  Business Response

  Date: 01/14/2025

  Hello,

  Thank you for your patience while we looked into this.

  We have processed a refund for 15% of your order total. The refund amount is *****. You should see this reflect on your statement within 7 - 10 business days. If you have any questions, please do let us know. 

  Warm Regards,

  Go City

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They agreed to pay me 15%, 8 months back, now they are paying. I lost 8 months of time and I called numerous times for the same. Until I have complained to BBB they never responded  for my calls or emails.

  I want BBB to give me a honest judgement. What should I do?

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ramesh

   

   

• Initial Complaint

  Date:12/17/2024

  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.

  We bought Go City passes for ******, ******* for 4 of us through **********. We knew that we had been ripped off after getting to ******, but it was too late, ********** would not refund us no matter what the reason. ********** then took my subsequent complaints and referred me to Go City, stating that they are just a third party website that sells for Go City. Upon contacting Go City, while they responded, they passed the **** back to ********** stating that if we wanted any of our money back it would be through ********** only. I had stated Go City that the main cut of the money from our $547.92 purchase went to Go City, with ********** getting very little. No response from Go City ( none since the original complaint, hence why I am filing here).We bought four 3-day passes for ****** for the above total. Upon going to numerous places that were listed on their pass that stated we get free entry because of their pass, we found out numerous of said places were free anyway. We went to the ************************** (they have this listed as 2 places), both are already FREE. We also went to the ****************, entry there was already FREE. We also went to the *********************--FREE entry for anyone. Other places that are FREE that they list as entry being covered by their pass: **************************; ******* ******; ***************************We paid $136.98 per person and the only actual monetary value we received from it was as follows: ******* Distillery tour (26 Euros=$27.07 USD); ************* (8 Euros=$8.33 USD); ***************************** (***** Euros=$11.97 USD). That totals $47.37, nowhere near $136.98. The other three places would have cost us $0. The way I see it, we lost out on $89.61 per person (there were four of us). That totals almost $360 wasted. I filed a public review that prompted them to say "please drop us an email about this and we will take care of it" but **** from Go City did nothing but pass the **** back to **********.

  Customer Answer

  Date: 12/28/2024

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

  

  Business Response

  Date: 12/30/2024

  Hello, 

  Thank you for reaching out to us. We appreciate you letting us know about your experience and are terribly sorry to hear this. 

  We have escalated your case as the order was purchased from ******. We will provide an update as soon as available.

   

  Many thanks,

  Go City

  Customer Answer

  Date: 01/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/15/2024

  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.

  I had previously purchased a London pass for 276 from the Go City group. I wasnt able to make the trip due and reached out about a refund. Go City had said they couldnt provide a refund but that they would honor my passes, I would just have to reach out in the future.I did reach out in the future but their team didnt get back to me for months. It was well after my second trip so I wasnt able to take advantage of the promised pass.I reached out again and attached all previous communications. They are now refusing to provide the same help previously promised and are offering a lesser value package. Go City customer service is refusing to answer any questions, havent told me the value they are offering and are ignoring any requests I have for trying to remedy the situation. Theyre only offering me a take it or leave it resolution well short of the value I paid.

  

  Business Response

  Date: 12/19/2024

  Hello, 

  Thank you for reaching out. We're so sorry you haven't been able to rectify this case. We can see the team escalated your concern and a replacement is approved. One of our staff will be reaching out to you shortly. 

  Many thanks, 

  Go City

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  I cannot accept the business response as it is very vague. I see this as the business providing an exact replacement, which is not what I was requesting. As a specialized travel service, they provide specific plans for a specific destination. As indicated in my complaint, Im not traveling to that specific destination. 
  

  My request is a refund in whole as Ive attempted to work with the business with little good faith attempt to remedy the situation. With no details on what the business is offering, I cannot accept.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 12/30/2024

  Hello, 

  Thank you for getting back to us. We apologize for the delay in responding. Your case has been escalated and is under review. We will provide a response as soon as an update is available. 

  Many thanks,

  Go City

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  At this point, I feel as though the business is stalling and ignoring my request. I have no confidence this isnt happening to other customers as well. Theyve created passes without my authorization, havent responded in a timely manner to my equals nor the BBB communication, and theyre not answering questions. I reject the proposal theyve given me. Theyve also provided an answer here stating they need more time, showing theyre not taking my request seriously at all.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 01/14/2025

  Hi *****, 

  We hope you are doing well. We are able to process a full refund on your order. However, the payment method originally used has expired so we would need another credit method. Please let us know of a good phone number to reach you so we can obtain this information to start the process. 

  Many thanks,

  Go City

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I can be reached at *********************** Please contact via email to receive info about how to provide a refund. Im marking this as not accepted due to not having the issue closed out completely. Once the refund is issued in full, I will be satisfied with the action.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/05/2025

  Hello *****, 

  Thank you for your reply. We've sent an email to obtain some additional details for the refund. 

   

  Warm Regards,

  Go City