Complaints

This profile includes complaints for Image Tours, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Image Tours, Inc.

  2828 Kraft Ave SE Ste A Grand Rapids, MI 49512-7701

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  Image Tours, Inc.

  2828 Kraft Ave SE Ste A Grand Rapids, MI 49512-7701

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:12/12/2022

  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.

  Heart of Europe Circle Tour: September 26, 2022 to October 10, 2022.Neither ***************** (Tour Manager) nor Image Tours followed nor enforced the Physical Condition Guidelines in the tour brochure. This tour was listed as having an "ACTIVE" pace with "three or four miles of walking per day." It was not recommended for passengers using canes, however, one third of the passengers used canes and these passengers did not have the recommended folding wheelchair. Additionally, their companions were not capable of assisting them with keeping up with the pace of the tour. These companions had their own ambulation problems and had fallen during the tour. The tour manager did not ask these passengers to leave tour, even though it impeded safety and the overall enjoyment of other tour members. One couple did not show up at the designated meeting time at Oktoberfest, resulting in a 40- minute delay due to the tour manager waiting around. Tour arrived late for ******** Dinner due to the tour manager not following guidelines when 2 passengers did not show up the Oktoberfest meeting point; want a refund of $360 cash for three dinners I paid for. ****** tour $285 refund in cash due to eating at restaurant infested with mosquitoes. ************* $195 cash refund due to ********* should have been scheduled for the evening when there were more things to do as the ***** factory tour was a tourist trap and afterwards there was nothing to do for 4+ hours in *****. I want $90 cash refund per 2 persons for gondola rides due to paying for musicians and unable to hear them due to tour manager putting them on a gondola boat with a known boisterous, loud passenger who spoiled the experience even with using *********************** (PALS). As a result of the above and the comments I have made in the following, I want $930.00 refunded on my credit card. This tour was a disappointment and not what was advertised. Their response that look on the bright side is unacceptable as is their refusal to refund.

  Business Response

  Date: 05/10/2023

  RE:  Heart of Europe Circle Tour, September 26 October 10, 2022
  
  Dear ******************,
  
  We are sorry that certain aspects of the tour did not meet your expectations.  In our dedication to the continual polishing of our tours, we take all of our client evaluations into consideration. Your comments have been shared with the tour manager as well as with our ****************************** and will be considered as we plan future tour arrangements. 
  
  We apologize for the the delay in leaving from ******.  We are sure that if you were lost, you too would want your guide to do everything possible before leaving without you. Unfortunately, there were also traffic delays which were beyond our control. We cannot issue a refund for your dinner as, despite the delays, dinner was provided.
  
  No refund is possible for the Gondola or dinner in ****** as these services were provided as well. Please note, there is no promise of a musician while on the Gondolas; this is an extra the tour manager tries to organize as possible.
  
  Regarding your comments about the ************* excursion, we cannot issue a refund simply because you disagreed with the order of the day when all sites were visited as promoted. 
  
  We acknowledge the unique circumstance of this tour departure with several clients having mobility issues. We are sorry if this caused you frustration. It is the decision of the tour manager to assess whether a clients participation is impeding their safety and enjoyment (like the client who left the tour) or the safety and enjoyment of the rest of the tour participants. ***************** made the best decisions possible given the circumstances and with the best interests of the group as a whole. In doing so, he was able to deliver all the promised sites and experiences as promoted in the brochure and in the travel documents without unnecessarily sending clients home. 
  
  We sincerely hope that the fond memories of your trip will remain in the forefront of your thoughts and we wish you all the best.
  
  Kindest regards,
  
  European Operations Manager
  IMAGE TOURS, INC.