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:04/18/2024

  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.

  On the morning of Wednesday April 10, 2024, I ordered 2 tickets online for a tour trip to the ****************. The cost was approximately ******. The tour was to be picked up at the **************. Start time was advertised to begin at 10 am. I was sent an email asking me to confirm my pickup time either via text or through a link provided. On the link, it indicated pick up time was at 8 am. That was not what was advertised, at the point that I bought and paid for the tour, so I texted the number provided by Grayline Tours to confirm my start time of 10 am. I didnt receive a response to this text message. When I arrived at the pickup location of the ************** at 9:45 and no bus ever showed so I called both Viator and the Greyline Tour bus and was told by a representative at ******** that I had missed my bus, that the tour started at 8:30, despite the start time being advertised as 10 am. I did ask for a refund from ******** and they told me I had to get a refund from Viator, who I suppose oversees the tours. I called Viator on that same day and they denied my refund as well. I called on 4.15.24 to Viator, since they were paid for the services and they escalated the concern, whatever that involves and they emailed me later in that day saying they were declining my request. I have screenshots, which were sent to Viator, of the advertisement showing that the tour started at 10 am as well as my attempts to confirm my pickup time with no response. I am unable to reach anyone at Greyline Tours any longer to attempt to get a refund from them. They reported that I did not cancel within 24 hours, thus their decision not to refund my money. I made the reservation 4 hours before the departure time so I would not have been able to do that if I wanted.

  Business Response

  Date: 05/02/2024

  The customer is claiming that the "Start Time" and the "Pickup Time" of the tour are the same, when in fact, they are completely different. I have attached files showing that the customer needed to confirm their exact pick up time and location for their tour in order to complete their booking process. However, the customer failed to complete all steps to confirm and failed to show up for the tour at the designated time. With this the customer forfeited their tour and it is non refundable by Gray Line or with Viator. Also, you can plainly see that the pickup time for the ************** as listed in our pickup confirmation form is 8:30 AM, not 8:00 am as the customer claims.
  

  We are considering this matter closed as it was the customers responsibility to complete these steps, however they did not.
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21582741
  
  I am rejecting this response because: as you can see everything that was advertised prior to me paying  said start time 10 AM.  I am so glad that they attached those documents because that is exactly what I saw that said start time 10 AM it was not until after I paid that the check in  time indicated 8:30 am. You also can see screenshots of the text messages that I saw trying to clarify this well before 8 AM and I did not get a response. This is clearly very false advertising and just overall poor customer service.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 05/09/2024

  While it is true that the "Start Time" of the out is 10:00 AM, the pickup time varies from hotel to hotel and all travelers must follow the instructions for the tour. Instructions are provided before, during and after the booking process. Simply put you are required to confirm the exact pickup time and location for the tour, which was not completed and therefore causing forfeiture of the tour. We offer several way to confirm the pickup time and location; Email, phone, text, form submission.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21582741
  
  I am rejecting this response because:
  All of the things previously mentioned.   They completed false advertisement, and I dont have anything else to add.
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:01/16/2024

  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.

  Paid for tour on 01//01/24, tour took place on 01/02/24 We paid $72/person for tour of **************** including Generator room.There was no tour of the dam, we driven to dam and told many untrue facts along the way. We then were simply dropped off at 11:20 am at the dam, given no directions of where we needed to go, that the tour company could not get the correct tickets for the tour of the generator room, but we could upgrade the tickets they provided for $5 for the correct tickets our self and then "try" to get reimbursed from Gray Lines. And we needed to be back on the bus at 1:55pm. We found our own way to the visitor center and attempted to upgrade our tickets, but was informed our tickets were not upgradeable because they were purchased as part of a group tour. We then tried to purchase completely new set of tickets, but the next available tour was not until 1:45 pm. We purchased this tour for the tour of the generator room, but because of a mixup on this tour company's it was not available, I believe because we were late arriving. The tour guide was on their phone disscussing the issue with gray line and heard the tour started at 11am and we were not dropped off until 11:20am. If we knew that thus was not going to be part of the tour we would of never if booked this tour.

  Business Response

  Date: 01/30/2024

  Thank you for being a Gray Line customer and we are sorry for missing your sightseeing expectations.
  
  When you work around the busiest tourism corridor in the world occasionally delays do occur, usually the result of unscheduled road works, heavier than normal morning traffic or issues finding guests at a previous pickup point. I also want to apologize for the pickup location confusion you witnessed, this was a very unusual event.
  
  Regarding the power plant tour situation at the ****************. The **************** is owned and operated by the ****** of ************ US Department of the Interior and they normally provide tour operators (like Gray Line) with advance notice if they are modifying the tours they offer of this industrial site. On the date of your tour, they did not offer advance notification and Gray Line only found out after the tour was underway what was happening. We are sorry that this affected your day and we will be refunding our cost of the power plant tour to you.
  
  In closing, I want to apologize for the inconveniences you experienced and wish you all the best in your future travel endeavors.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21141025
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/05/2024

  I don't understand exactly what I am supposed to do here? We were sold a tour and because the bus tour company was late arriving at pur destination we were not able to take the tour we signed up for. Would like a full refund. ************ and tour guide both blamed everyone but themselves. Bus wS 20 mins late picking us up, went to the wrong pickup location at the next stop and wasted 15 mins driving back around to the right spot, so when we entered the dam security it was too late for them to buy the correct tickets for the tour we signed up for. Tour guide said we could up grade *********** at the visitors center, which was false, and we were not able to take the tour.

  Business Response

  Date: 02/26/2024

  Dear *****************************,
  
  Thank you for being a Gray Line customer and we are sorry for missing your sightseeing expectations.
  
  When you work around the busiest tourism corridor in the world occasionally delays do occur, usually the result of unscheduled road works, heavier than normal morning traffic or issues finding guests at a previous pickup point. I also want to apologize for the pickup location confusion you witnessed, this was a very unusual event.
  
  Regarding the power plant tour situation at the ****************. The **************** is owned and operated by the ****** of ************ US Department of the Interior and they normally provide tour operators (like Gray Line) with advance notice if they are modifying the tours they offer of this industrial site. On the date of your tour, they did not offer advance notification and Gray Line only found out after the tour was underway what was happening. We are sorry that this affected your day and is the reason why we have refunded you $5 per person on January 10th, which is our cost of the power plant tour to you.

  A full refund is not available as you have take the entirety of the tour minus the portion that the Government was not able to provide to you.
  
  In closing, I want to apologize for the inconveniences you experienced and wish you all the best in your future travel endeavors.
  
  Warmest Regards, 
  
  Gray Line Las Vegas | Customer Service

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21141025
  
  I am rejecting this response because: this tour was not what we signed up for. This tour company blames everyone but themselves for this whole situation. The tour was missed because the bus was late getting to the dam. We took this tour to have the tour of the dam generator room, which we did not get. It was not as simple as the difference in what their cost of a ticket was, $5/ticket. We would not of taken the tour if we were not going to go on the tour we were paying for. Plus their tour guide for Graylines told us we could upgrade our tour, once we got into the visitor center, which is false. I think it is wrong for a company to sell a service, not deliver on that service, and see no fault on their part. I would accept a 75% refund.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2023

  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.

  My significant other and I had a horrible experience today during the **************** tour with this company, Gray Line Las Vegas. This will be the last time that we use this tour company and we will make sure other people know about our experience on multiple review sites, including the Better Business Bureau. Our confirmation number was #********** and booking number was #**********. Tour operator confirmation number was 5862-59797308. We bought these tickets on 8/23/2023 through the website, Viator, with the company Gray Line Las Vegas. First, the bus was an hour and a half late compared to our assigned time. The tour guide said there was traffic, but we checked through multiple map services and there was no significant traffic in the area. Once we got onto the bus, it was speeding and ran at least two red lights with other acts of reckless driving. There was false advertising in terms of what type of tour we would receive. We were lied to about the touring options. We were promised that the Dam Tour would be included in our tour. When we got to the location, we were told that the tour was not available and we were provided with tickets to only the visitor center which were the cheapest tickets. When we walked over, we saw other people getting on the Dam Tour that was initially promised to us. This business is a scam and we will make sure other people know about our experience on multiple review sites, including the Better Business Bureau, in case our complaints arent taken seriously with a full refund.

  Business Response

  Date: 11/30/2023

  Dear *************************,
  
  Thank you for being a Gray Line customer and providing us with your feedback.
  
  We do apologize for the late pickup your party experienced. As you mentioned, all of the streets around the Las Vegas Strip are in various stages of construction in preparation for the upcoming inaugural Las Vegas Formula 1 race. While a reasonable person might expect that lane closures, detours and other delays resulting from this would be disclosed in a timely way by governmental officials, that has not been the actual case and we are very sorry that this affected the start to your day.
  
  Additionally, we would like to apologize for the canceled power plant tour at the ****************. When the ****** of *********** (US Department of the Interior) has issues that result in the cancellation/modifications of the power plant tour, they do not provide ****************.  When **********;notified our staff of the issue, we immediately called the **************** and they notified us they were only letting small groups in at a time.  This type of process would not have worked with the time we had allotted.  We are sorry that this impacted your enjoyment of this magnificent structure and we will be refunding to you our cost for the power plant tour, which is $5.00, per person.
  
  In closing, I want to once again apologize for the inconveniences you experienced, and I want to wish you all the best in your future travels.
  
  Warmest Regards, 
  Gray Line Las Vegas | ****************

  Customer Answer

  Date: 11/30/2023

   
  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

  Date:11/08/2023

  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.

  I purchased tickets for my wife and i from this company while we would be visiting Las Vegas to take a bus to see the ************. The night before we were scheduled to take the bus, my wife tested positive for COVID. I reached out to the company and was told that we had to send an email to let them know that she had tested positive. i specifically asked if we could still go even though she tested positive and was told she would not be allowed on the bus with COVID. He said he could not help me further and told me again to send an email. i have attached the email. The email mentions having ** reschedule- we live in *******, **. We were only there for less than a week. We do not have the luxury of just rescheduling.Again, we were specifically told over the phone that she could NOT go on the bus. Please help us.Thank you,*******************************

  Customer Answer

  Date: 11/08/2023

  How do I close this case? We came to a agreement 

• Initial Complaint

  Date:06/26/2023

  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 had paid $300 for a day tour of ************ South rim from *** Vegas for my sister's family (party of 3, $100 each). They were at the pick up spot well ahead of 6:15 am pick time on Wednesday, May 31, 2023. They prompted contacted Gray Line Las Vegas before the pick time and advised them that they were at the pick *******. Gray Line customer service lady ****** promised them that the bus would come and pick them up. Bus did not show up at the pick up time. My sister called customer service and they were again promised bus would show up but was late. After several calls to customer service, bus still did not show up. Finally 45 minutes later the bus came from the wrong side, made a pretense of stopping and left hurriedly without picking us up. It was clear to us that the driver was late and the bus was overbooked. The driver just wanted to make a false gesture of stopping for a GPS record. All other bus company drivers were diligently checking passengers names and making sure they were picked up. Gray Line bus driver did not have such courtesy. Gray Line left us failed to pick us up and left us stranded. When we called their customer service again, they repeatedly stonewalled us. They do not have decency to refund our money despite their failure on their part. We also incurred expense of one extra day of hotel room for $350. We would like our tour payment as well as hotel stay expense refunded by Gray Line.

  Business Response

  Date: 07/26/2023

  Dear *********************,
  
  Thank you for having chosen Gray Line and we are sorry that you missed your sightseeing tour pickup.
  
  As this is our busy time of year, our excursions have been running at full capacity. When someone no-shows, or misses, their tour the morning of the tour, it is simply impossible for us to resell those seats and so we are unable to offer you a refund.
  
  We understand that it is your position that failed to pickup your party at the appointed time, however our driver did successfully pickup 11 guests who were at the pickup point on time.
  
  As to your point that the driver could have simply turned around to come back and pick you up, the reality is that even under normal circumstances a full size coach cannot simply make a safe u-turn. That reality coupled with the ongoing road works to accommodate the upcoming Formula One race, make a quick return simply impossible. We did have to consider the experience of the other guests on the tour.
  
  In closing, while we are unable to offer you a refund, we do want to wish you all the best in your future travel experiences.
  
  Warmest Regards, 
  
  Gray Line Las Vegas | ****************

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20234727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Kawali (kovley)

  Customer Answer

  Date: 08/05/2023

  Gray Line Las Vegas is making several false statements in their response. It is untrue that we were no show. We were at the pick up point from 6 am while the pick up time was 6:15 am. We contacted Gray Line right after the pick up time i.e. **** am because their bus did not show up. There was no reason to call them prior to that. 

  We were given a pick ******* on the previous day and it was confirmed by the Gray Line. Either because of overbooking or extreme delay on their part, the bus did not show up on time. We saw bus coming about 45 minutes late on the opposite and wrong side of the pick ******* and drove off without stopping. This was just an attempt by their driver to show that the bus was there. However looks like due to overbooking or extreme delay, they did not want to pick us up. 

  Their statement about picking up 11 people is a blatant lie. After we called them (when they failed to pick up up), they kept giving us different number of people they picked up; at one they said they picked up 16 people, at another time they said 14 people were picked up and now in this response they are saying 11 people were picked up. This shows Gray Line's dishonesty and duplicity. No business with integrity would concoct a false story about picking up 11 persons where we were right there at the spot well ahead of the pick up time. Actually several other operator's buses were coming and going and their driver were carefully checking their passages list and making sure everyone was on board. Gray Line bus just did not stop at the pick *******. If they were picking up 11 people at that spot, it would have taken over a minute to board 11 people. We have telephone record showing we called them at **** am i.e. within one minute of pick up time. If the bus had stopped and was boarding 11 people then we would have been able to board it. 

  The simple fact is that either due to overbooking or extreme delay, it was Gray Line that did not pick us up.  

  They are also trying to divert attention by saying they could not ************ around after the pick up time. Actually this situation would not arise if they failed to pick up in the first place. Telling us how difficult it is to ************ around is ridiculous since it is Gray Line that failed to pick us up in the first place. 

  Business Response

  Date: 08/08/2023

  Dear *********************,
  
  Thank you for having chosen Gray Line and we are sorry that you missed your sightseeing tour pickup.
  
  As
  this is our busy time of year, our excursions have been running at full
  capacity. When someone no-shows, or misses, their tour the morning of
  the tour, it is simply impossible for us to resell those seats and so we
  are unable to offer you a refund.
  
  We understand that it is your
  position that failed to pickup your party at the appointed time, however
  our driver did successfully pickup 11 guests who were at the pickup
  point on time.
  
  As to your point that the driver could have simply
  turned around to come back and pick you up, the reality is that even
  under normal circumstances a full size coach cannot simply make a safe
  u-turn. That reality coupled with the ongoing road works to accommodate
  the upcoming Formula One race, make a quick return simply impossible. We
  did have to consider the experience of the other guests on the tour.
  
  In closing, while we are unable to offer you a refund, we do want to wish you all the best in your future travel experiences.
  
  Warmest Regards, 
  
  Gray Line Las Vegas | ****************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20234727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Kawali (kovley)

• Initial Complaint

  Date:05/10/2023

  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.

  On April 4, 2023 I purchased two tickets for a "Sightseeing - Grand Canyon Rim Motorcoach Tour with ******* Tickets" through ****** TRAVEL" for a May 3 excursion. Called the local office, **************, to confirm that the motorcoach had a bathroom and representative said yes.We DID NOT have a motorcoach arrive, the vehicle was a large "super duty van" with NO bathroom. We were informed of the change at the departure time. The driver indicated that the company overbooked for the motorcoach and sent this "VIP VAN" for the extra passengers. I voiced by disappoint and anger about the change. He contacted the office and we informed that no refund would be offered if choose not to go on this bus since it was past the 24 hour cancelation policy. Reluctantly, we decided to go on the trip since it may be our last opportunity to visit the Grand Canyon.We were the last two passengers allowed to enter the van. The only two seats that allowed ** sit together were directly behind the driver, only one or two other seats were vacant. On each side of the bus, a large construction pillar blocked a significant amount of our forward line of sight. The bus had a large "overhead" window directly above the normal windshield.. It was filthy with splattered bugs and approximately six portable sunscreens were placed to diminish the brightness of the light. The screens obscured the landscape enough that the only "clear" sightseeing was small triangles formed between the oval shaped screens. Sitting in the aisle seat, I could look directly left or right or to the rear of the van in spaces between other passengers. I was very displeased and informed the driver of my concerns.Phoned and e-mailed the company that their policy/practices were unfair, super van was filthily inadequate, and reps should share these policies when someone specially asks about the transportation amenities.Received an unsigned letter of excuses from *************************** denying any refund,

  Business Response

  Date: 05/10/2023

  Dear *********************************,
  
  Thank you for being a Gray Line customer and we are sorry that we missed your sightseeing expectations.
  
  Our tours generally operate with full size coaches, however as with all transportation companies we do reserve the right to change equipment due to operational imperatives.
  
  Operational Imperatives is a catch-all phrase that can encompass many concerns that can include sustainability issues. As we operate most of our tours to environmentally sensitive nature sites, we firmly believe in operating in as environmentally responsible way as possible. As an example, if a particular tour has less than 20 people guests, it would be environmentally irresponsible for ** to operate a full size 54 passenger coach.
  
  Our smaller coaches are not designed as shuttle buses, but as smaller coaches and all have at least industry standard legroom.
  
  Additionally, operating a smaller coach when possible has several benefits for our guests, key among them is the better interactions this creates between our guests and our driver/guides. The driver on your coach (*****) is a guest favorite with hundreds of 5 star reviews on social media.
  
  In closing and I want to thank you for your feedback, and while we apologize for missing your sightseeing expectations we are unable to offer you refund for the smaller coach.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20040956
  
  I am rejecting this response because:

  Gay Line website states "enjoy relaxing motorcoach tour,"  and  ". . . sit back and relax in true luxury on board our luxurious motor coahes equipped with large vista windows"  

   

  The "super dudty van" was not luxurious -  comparing the van to a motor coach is like comparing a ********** to a ******* Town Car.  The van did not have a bathroom whereas the motor coach  has a bathroom. I personally witnessed the Gray Line Motorcoach arrive at ********* parking area after the ************ trip and witnessed the difference between the vehicles. So, I confidently feel any independent evaluations would support by descriptive comparison.

   

  Being notified of the changed vehicle at the time of departure (knowing the company overbooked the capacity of the motorcoach) and not notifying me 24-hours in advance - should nullify the cancelation policy.  *********** representative did not offer to reschedule to another day when a motorcoach was available.  My choices were to complete the trip in this inferior vehicle or simply lose my money per the cancelation polilcy.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/18/2023

  Dear *********************************,

  
  Thank you for reaching out to us with your concerns. We deeply regret the dissatisfaction you experienced on your recent tour. We take pride in our service and hold ourselves to high standards. It's clear that in this instance, we fell short and we sincerely apologize.

  
  As a tour company, our foremost goal is to provide our customers with the best and most enjoyable experience. While our website does indeed depict our motorcoaches as a standard mode of transport, there are times when operational necessities require ** to use different types of vehicles.
  However, we acknowledge the significant difference between a motorcoach and the super duty van used on your tour. We understand that the lack of certain amenities, particularly a bathroom, might have caused discomfort and this is far from the quality service we strive to deliver.

  
  In terms of our cancellation policy, we recognize that being informed of such a significant change at the time of departure is far from ideal. We make every effort to notify our customers about changes in as timely a manner as possible, but we accept that this did not happen in your case.
  Given these circumstances, we will review our procedures to ensure customers are given adequate advance notice of such changes and have the opportunity to reschedule their tour if the changes are unsatisfactory.

  
  We highly value your feedback, as it provides ** an opportunity to improve our services. We will be discussing your concerns in detail with our operations team and take necessary corrective measures. We certainly hope that this experience does not deter you from choosing ** for future travel plans.

  
  Once again, we sincerely apologize for the inconveniences you experienced and appreciate your understanding as we work on rectifying these issues.

• Initial Complaint

  Date:02/28/2023

  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.

  Date of Transaction: 12.3.22 Amount: $308.00 Service: ***************** and Skywalk Dispute: Booked the ***************** Rim and ******* tour online and received confirmation online for tour pickup at 7:30AM the following morning at Planet Hollywood. A few minutes later I received a text message confirming the same information and opted in to receive important notifications and reminders regarding our tour so I thought we were set. The following morning received a call around 6:45 AM saying if we were not at Ballys in 5 minutes, we would be a no-show resulting in a non-refundable trip. I called the number provided and said there is a mistake, and we were scheduled to depart from Planet Hollywood at 7:30. **************** was clueless and no help and even accused me of making up my departure time. I explained to her the confirmations I received the previous day and told her to issue a refund for the trip and we would look for other options. She told me since we were a no-show no credit would be issued. I learned later that they emailed rather than text me the change in tour pickup location and time. I requested an explanation as to why they emailed the departure change rather than text me and have not received a reply.Tracking: ******

  Business Response

  Date: 03/30/2023

  The original confirmation that was sent to the traveler states the exact pickup time and location for their tour, our tour has a departure time of 7:30 AM, however the customer was informed their pickup was at 6:20 AM. The customer was not located at the time of pickup and a courtesy call was provided, however the customer ultimately failed to show up for their tour. According to our terms and conditions no refunds will be provided for No Shows. We always offer the ability to reschedule their tour for any date in the future, normally a fee of $50.00 per person would apply, however in the interest of kindness we would waive this fee for this customer.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19494564
  
  I am rejecting this response because:

  The issue in seeking a trip credit is the fact Gray Line confirmed my pickup date, location and time by text message, but when they changed the pickup location and time they sent it by email. I have asked several times why they didn't text me the change since I opted in to receive trip updates by text. Gray Line never responded. Gray Line's reservation system leads you to believe that all correspondence will be by text. Why indicate you will receive trip updates by text when this is not the case? And of course Gray Line returns to texting me when they ask me to review a tour I didn't take.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/12/2023

  Dear ***************,

  Thank you for your email regarding your experience with Gray Line. I understand your frustration with the change in the pickup location and time for your trip and the communication methods used by Gray Line.
  

  However, I would like to clarify that the text message you received from Gray Line only informed you that notifications would be sent to you regarding your trip. It did not specify that all communications about the trip would be via text message. Therefore, it is possible that Gray Line may have used email as a means of communication to inform you of the change in the pickup location and time.
  

  Additionally, it is important to note that Gray Line did provide you with the pickup time and location via a means of communication that you had authorized. This means that the communication method used was agreed upon by both parties.
  

  I apologize for any inconvenience this may have caused you, but please understand that Gray Line's reservation system is designed to provide customers with the necessary information through various means of communication, including text message and email.

  Thank you for bringing this matter to our attention. We will ensure that your feedback is taken into consideration as we strive to improve our communication processes with our customers.
  

  Best regards,

• Initial Complaint

  Date:02/01/2023

  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.

  We had a tour scheduled for January 29th at 10:00am with a pick up time of 9:30am, bus driver calls us that morning around 8:30am and informs us tour bus was leaving, I told him our tickets were for 10:00 but he said no the tour starts now, we had a party of 10 and no possible way to get them all ready and together in such short notice so we missed the tour, they refuse to refund our money and say we should have called to confirm time, I did call that morning to pay tour balance and was never told time had changed. TripAdvisor who we booked through is still listing the tour at 10:00am

  Business Response

  Date: 02/15/2023

  The ****** party failed to confirm their exact pickup time and location as stated in the "Before you go section of the tour ticket" Customers had a total of 29 days to confirm their pickup time and location as they purchased on the first of January. Quite simply put we are unable to refund the customer as they did not follow the instructions provided by the company that sold their tickets to them.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18963517
  
  I am rejecting this response because: I talked to them that morning and was never told to confirm time, I paid the balance of the tour around 8:00am that morning, the bus driver called around 8:30 to say we only had a few minutes to get to bus, there was 10 of us and wasnt possible to get there an hour earlier then what our ticket stated. Trip advisor as of February 1st still listed the tour at 10:00 am, if the time changed why was I not informed that morning when I called to pay the balance of tour. Please see attached 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/30/2023

  Good morning,

  Our position stays the same as no refund will be provided, the customer purchased their tour on January 1st for a travel date of January 29th. This means the customer had 27 days to follow the instructions provided and confirm their exact pickup time and location of their tour. They also agreed to the terms which state that no refunds will be provided should the customers not follow the instructions provided.This will be our final response to this complaint as we deem this matter closed.
  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 18963517
  
  I am rejecting this response because: the tickets stated a 10:00 am tour and to be there no later then 15 minutes before, the tour bus showed up before 8:30 am and there was no possible way to get 10 people ready to go with absolutely no notice that the tour would be early, I called around 8:00 am the morning of the tour and paid the balance due, I wouldnt have done that had I had no intention of going on the tour and I feel like at the very least they could have informed me when I called that the tour time had changed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  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.

  My family and I took the West Rim Grand Canyon Tour out of Las Vegas on Wednesday, September 14th. The tour guide ***** was rude, unprofessional and verbally abusive. He created an atmosphere of tension and it ruined our tour. Thankfully, he was denied access into the Canyon, so we enjoyed our the few hours of silence. I reached out to Gray Line to explain. We did receive a response/acknowledgment, but no formal apology or offer to compensate. I am seeking compensation for at least 2 of the tickets purchased and/or $300. This behavior is NOT acceptable.

  Business Response

  Date: 10/03/2022

  To whom it may concern:
  
  Thank you for the opportunity to respond to the issues raised by our recent guest,*************************.
  
  ************************* booked her sightseeing tour with Gray Line through an independent internet booking site called Viator.com, which in turn is owned by TripAdvisor.
  
  There are certain facts which are not in contention:
  a)************************* booked a West Rim Grand Canyon tour for which Gray Line was the tour operator.
  b) a balance due of $10, per person, was due on her reservation
  c) the driver/guide on this excursion was named *****
  d) a personality disorder existed between our driver ***** and the guest *************************
  e) ************************* sent us correspondence regarding her experience
  
  What is in contention is what transpired with items "b", "d"and" e" of those items, so we will respond to each separately.
  
  b)during the Viator booking process it was fully disclosed that there was a $ 10,per person, fuel surcharge that would be collected during the excursion. This was also noted by Viator on the guest confirmation.
  
  d)************************* was unhappy when informed that a balance due existed on her account and created an unpleasant exchange with our driver/guide *****. This initial exchange created an animosity that continued during the day's excursion.
  
  e)************************* did send us a complaint, which we did respond in the normal course of business, which apparently was not fast enough to suit her or resolve the complaint in a manner to her satisfaction.
  
  What is not evident from the either the initial complaint ************************* sent to us,or her follow up complaint to the Better Business Bureau is the overall guest viewpoint of our driver/guide *****.
  
  When we received the initial complaint from the guest, we did initiate an internal investigation which included interviews with the driver/guide, a look back at previous guest correspondence on this driver/guide and a look back at comments guests have left on various social media outlets concerning *****. Our finding were that ***** is very well received by our guests, receiving praise both in correspondence to Gray Line and online in social media channels. Additionally, other *************************, and one other guest in her immediate party,we could find no other guests that had any complaints about *****'s performance during this excursion.
  
  Our final findings in this matter indicated that while ***** could have handled the initial issue ************************* had a bit better, possibly defusing an uncomfortable situation, he handled himself professionally.
  
  Sincerely,
  
  ***************************** | General Manager

  Gray Line Las Vegas
  

  Customer Answer

  Date: 10/04/2022

   
  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 was refunded the requested. Although I do not completely agree with the response, the issue at hand has been resolved. Thank you!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  Type:Billing 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 went on a bus tour to the Hoover Dam on July 11, 2022. The bus broke down on the way back. It was 115F and gray line had no plan for this occurrence (even though based on reviews it isn't uncommon). We were made to wait in the bus/on the side of the road for close to 2 hours in the heat because the bus driver said if we walked to the gas station (15min walk away) she would leave us if the bus got fixed. She was rude, snapping on passengers, and dumped out the water we had. As a result of the excessive wait for a mechanic and replacement bus, I suffered from heat exhaustion and was throwing up in the replacement bus the whole ride home. We've attempted to contact with no response despite them saying it takes 24-48hrs for a response. This ruined the last half of our trip as other events had to be cancelled and I was incredibly ill, heat exhaustion/heat stroke can have life long effects and company doesn't seem to care based on the lack of response and the drivers very poor training. The fact that they have no emergency plan for recurring break downs in extreme heat is an incredible oversight. My husband and I have both separately tried to contact the company with no response. My husband emailed on July 11 and July 14. I emailed on July 25. I am seeking at minimum a refund for the tour $150USD as their incredibly poor plan of action in this situation caused me to become ill, miss other planned events, and caused me to have to adjust the following days' plans as I couldn't be out in the heat.