ComplaintsforLiberty Cruise NYC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Paid for a Easter Sunday egg **** cruise with the Easter bunny. Showed up on time and was sent all over the doc with my child and elderly mother because no one at liberty cruise knew what boat was supposed to be mine. They sent me on several lines And different doc slips from the time I arrived 12:15pm. I showed several employees my ticket and they each had a different line to send us to. The situation wa also bad liberty cruise had to send a representative to the docs to sort out all the confusion. The last time I showed my ticket to a liberty cruise employee they sent me to a boat alm the way down the doc for the third time with my elderly mother who couldnt walk around anymore which was once again the wrong boat. When we headed back to where we were originally the boat that was ours I think he end of this had left. I immediately filed with the Copmay for a full refund as this was no fault of my own and the company refuse to refund me the cost of 4 tickets that couldnt be used. They were completely negligent and were the sole reasons we were not able to get on the Easter cruise with Easter bunny and egg ****. This was. ***** specific service that they did not provide and refuse to refund me for the service they did not provide to me. I demand a full refund. The customer service is awful and there is not two solution to this. They should be flagged as fraud as well. They do not get to keep money for a service they didnt provide amongst all the other issues they caused for us that day. They admitted to the error but still refuse to refund me.Customer response
06/13/2022
Better Business Bureau:
At this time, I have not been contacted by Liberty Cruise NYC regarding complaint ID ********.In response to the recent email from BB : I spoke to the company (Liberty cruise) before filing this complaint. They refused to refund me for the service I wasnt provided due to their own negligence. They offered another cruise but it was not what I paid for (Easter Sunday cruise which was a very specific event for a holiday). I let them know that a refund was the only acceptable option because they couldnt provide me with a replacement Of the exact cruise I paid for and was not provided due to their complete negligence and Mis-management.
I contacted BBB and my credit card company after they refused to provide a refund. liberty cruise provided some Documents and some inaccurate information claiming I stopped responding to them.. this was not true at all. In fact - they told me they wouldnt speak with me further since I opened a case with my credit card company.So no, I have not received communication from the company direct after filing this complaint. My credit card company refunded me the money and gave a timeframe on when they will close it if they do not receive accurate and complete documents from the company which they have not to this day.Regards,Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased ticket online for four cruises around the Statue of Liberty/ the website stated that cruises left at 3:00 and 5:00. When payment was confirmed I received a message saying that the only departure time was at 4:00 or the following day. We could not get to the pier by 4:00 and left town the next day. I emailed the customer service and they replied that times for departure on the website are not confirmed and that there are mo refunds. We sat at the pier hoping thats 5:00 cruise would still arrive and there were two other families there that were also waiting and could not use the purchased tickets.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.