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:03/17/2025

  Type:Order 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.

  Employees bullying and harassment

  Business Response

  Date: 03/29/2025

  At TopView Sightseeing, we hold ourselves to the highest standards in all aspects of our operations. We want to address the recent allegations and provide a clear understanding of our practices regarding our agents and their role in customer acquisition.
  ********************** engages its agents as independent contractors, not employees. This arrangement provides agents with the autonomy to operate independently while adhering to all applicable rules and guidelines. Independent contractors enjoy the freedom to employ legitimate, ethical strategies in their efforts to attract customers. This structure fosters a healthy, competitive environment while ensuring compliance with all relevant regulations.
  Our comprehensive training programs, marketing support, and operational guidelines ensure that each agent starts on a level playing field. This enables all agents to compete fairly while delivering exceptional service to our customers.
  ********************** is committed to creating an equitable environment where all competitors have the same opportunity to succeed. Success in customer acquisition is based solely on an agent's skill, effort, and adherence to our sales and customer service standards.
  ********************** places great emphasis on operating within the bounds of legal and ethical frameworks. We actively monitor agent conduct to ensure compliance with all company policies and relevant laws. Instances of misconduct, should they arise, are promptly addressed to maintain the integrity of our operations.
  We are dedicated to fostering transparency and accountability across our organization. TopView Sightseeing continuously reviews and updates its practices to reflect evolving industry standards and customer needs. We also encourage open dialogue and feedback from our agents, customers, and stakeholders to further enhance our operations.
  
  

• Initial Complaint

  Date:11/07/2024

  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 am requesting a refund for 2 bus tour 'hop on hop off' tickets purchased on Oct 3, 2024 in *** for a Downtown Loop ride. I bought 2 tkts and soon got a confirmation Text or SMS on my phone.The 2 of us & waited in line for bus, and got in. I tried to use the confirmation received but the driver said I needed a 'code', not the Txt I was sent. Driver said I need an app. I tried to install the app but it required an email address to install and email is not setup on my phone. Unable to install app. I was told without the app I cant get on the bus - that i paid for. I tried using a different email but was unable to install the app on my phone (it was my sister's email) and therefore no ticket! I think it is unnecessarily complicated and results in many riders who are unable to enjoy their spent money. fyi, the bus posts an occupancy max of 84 people. $45 per each and is full. But I did get billed. That they Can ***** alternative was offered to the situation at the time. Possibly a class-action is in progress is anyone knows.

  Customer Answer

  Date: 11/19/2024

  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 and the matter has been resolved. BBB
   
  Please be informed that I have resolved my complaint in favor of TopView.
   
  As it happens I was in error about who paid and who did not pay for the bus tour.  My apologies to all. 
   
  Please delete my complaint. 
   
  Thanks
   
  **********************************************
  ******* ******
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for a 48 hour pass, the bus was not usable for hop on/off as promoted. It was unable to pick up passengers due to capacity limits even though tickets were sold, it stopped running early demanding riders leave the bus 30 min before daily run time ended leaving us stranded across town, and the 48 hour pass and items that come with it were not available for use or were over capacity. Attempts for a refund with the company were dismissive, sales agents who sold tickets were unable to assist, customer service refused to address the issue, and emails go unanswered.

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Topview Sightseeing regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three bus tickets for the downtown tour ***. I was told we could use these tickets til 7 or 8pm. We arrived at the bus stop at 445, we waited for 45 minutes for a full bus to arrive and advise us there was no room and no other bus would be coming to get us. My MIL, who has bad knees could not do the walking to get around the city to get us back to where we started in ************. We ended up having to pay for additional transportation to get back. We also were never given the head phones to hear the tour.. we literally paid for a one way bus tour I contacted customer service 5 times, could not get a supervisor to speak with me. The customer service agents did not care. **************** even stated the buses stop at 7 or 715 but yet it was 530 and we were not able to get a bus to come back to get us. The company got there money and did not care one bit what happened to the people. This company is a joke. Do not recommend anyone purchase anything from them. Their agents on the street are pushy and they lie. I wasted my money, my MIL's trip was ruined because she could not walk after having to climb the stairs to the subway.

  Customer Answer

  Date: 01/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Topview Sightseeing regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising 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 19 tickets for the North Pole Express bus experience (order ************, paid $2930.83) for Saturday, Dec 2, 2023, the 6:45 departure. We had a big group, with half of our party coming from out of town just for this *************** than half of our group was children. They asked us to be at the departure location 15 minutes early, so we arrive at 6:30pm. There was nothing marked, and there were more than 10 buses on the one block, so after searching for more than 15 minutes and asking people, we managed to find another group of customers who had been scheduled for the 5:30 bus departure that was still waiting for their bus. We waited with the crowd, and eventually a bus came around 7 or 7:30. They filled that with the 5:30 passengers and we proceed to wait on the street, for an hour and a half, outside (with kids). The people that had showed up on the previous bus had not idea what was going on and no info, so they sent us to the customer service office a block away, so we walked over there and waited online. Then they told us that our 6:45 bus would MAYBE leave around 8:15/8:30 if we were lucky, but that what was supposed to be just over an hour duration might take 3 hours because of traffic. So the bus would MAYBE leave over an hour and a half late and would take 3 times that amount of time it was supposed to. They told us we could leave and get a refund, so after consulting with the group, I went back to the office and waited online for 20 minutes. They told us we would get a refund but had to send an email. So I did. They responded a few days later saying they could offer us another date to come down and try again. I told them I am not interested and need my refund. They have not replied. 5 days have gone by since the date of our tickets. I simply want my money back for this service I paid for and never received.

  Customer Answer

  Date: 01/04/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Topview Sightseeing has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:09/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am highly upset. I went I to town this weekend and wanted to purchase a bus tour with *** Night Bus Tour, from ************ to the *************** with Topview company. We purchased tickets online to ensure seating and walked up the street to check in and saw employees with signs saying the tour was $19/person. The internet showed false advertising and is taking advantage of tourists that are not aware of this.

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Topview Sightseeing regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Transaction date: 07/17/2023 My wife and two kids bought tickets worth over $500 from this vendor on the streets of ******** through a Salesperson wearing the red company uniform. We were told that the tickets included free entrance to all the museums and were lied to as we could not get into the Empire State Buidling of the Natural history museums. The service actually does not include free entrance but just a bus service and access points to various museums on an established itinerary. This company misrepresented its services to essentially defraud us into buying a glorified bus tour within the city. We tried to get a refund right away, did not use the service so asked for it to be canceled but got a refusal from the company. After reading many reviews online and discussing the issue with museums, it was made clear to us that this company was lying and doing the same to many tourists. We also filed a dispute with our bank.

  Customer Answer

  Date: 08/14/2023

  At this time, I have been contacted directly by Topview Sightseeing regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business still did not want to issue a response so I filed a dispute with my bank to get the charges dismissed. They offered to renew the tickets for 1 year but I have no use for those whatsoever considering as well that this company lied and did not offer the service we needed in the first place and lied. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************************

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against the TopView Sightseeing business for unfair business practices. They have a strict no refund policy even if a customer does not feel safe boarding their ship. On June 19, 2022, we purchased the Liberty Cruise package ($140.94) which includes the hop-on/hop-off bus tour. We were one of the last people in a very long line to board the ship which was extremely overcrowded. We felt unsafe and quickly got off before it departed. We immediately called the company for a refund but they said that since we scanned our passes, we could not get a refund. They offered to extend the pass to another day but we were leaving town the next day. They offered the passes could be used within 12 months or transferred to another party but we are not planning to return to *** within *********************************************** friends to this experience. It was more than just feeling unsafe, the lines were chaotic (no signage), and other folks in line complained about the long waits for the hop-on/hop-off bus tour. I contacted the *** ************************** (File No.: ******************) for a resolution but after several attempts to contact TopView, they reported that TopView never responded. I am seeking a refund because we never used their services. We were on the ship for less than 3 minutes once we determined it would not be enjoyable even if they assured us they have a safe operation. Reading many reviews from travel sites AFTER this experience, I regret that I did not do my research before. This is not an isolated incident of consumers unsatisfied with their business operations. Having a "no refund" policy does not hold the company accountable for customer satisfaction or quality assurance; therefore, I find this unfair to consumers. Additionally, their failure to respond to a complaint from the *** ************************** demonstrates their lack of ethics and attention to consumer rights. Thank you.

  Customer Answer

  Date: 10/15/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Topview Sightseeing regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Date of the transaction was 9/9/2022 I purchased 6 tickets totaling $208.00 for a sightseeing tour that was suppose to take place the same night at 10:30 p.m.. We arrived at the location to complete ciaos and more than 100 people in line still waiting to go on their tour that was suppose to be at 10:00 p.m. the staff had no control over the crowd the line anything it was complete and utter ciaos well still in line at 11:00 p.m. we decided to not due the tour as it was still people in front of us waiting still for their tour that was suppose to start at 10:00 p.m. I contacted the company immediately and informed them I was not able to due my tour and would like a full refund I was told that a refund would not be giving and that the 6 tickets are good for a year that's great but I am not from ** and don't plan on visiting in the next year. I was then told I would not be getting a refund because under the terms and conditions I didn't choose that box oh you mean while standing and being rushed to pay on a busy *** corner? I would like a full refund as it is the companies full fault and responsibility on why I was not able to attend the tour due their lack of control and order.