ComplaintsforWalnut Bridge Market & Chattanooga Segway Tours

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2nd I booked a tour for 10am on Febuary 3rd. The email said to arrive by 930 am on the 3rd. I received no cancel email or phone calls. So I arrived at 835 am. I stood out side by 930 am no one had showed up. I stood there untill 1015 and finally left. There was no calls from the buisness to apologize or let me know my charges would be refunded. There was a sign on the door saying they didn't open until 12pm. However if no buisness is conducted until 12 pm then why are they selling 10am tours. They also have made no attempt to leave a message about refunding my money. I payed for something I did not receive. I believe they are doing this to steal money from unsuspecting tourist. They should and I demand they be charged with false advertising. They are selling a product they are not delivering on.

  Business response

  02/14/2023

  On 2/2/23 at 6:49AM ****** ***** booked a Segway tour for Friday, February the 3rd for one person at 10AM for a total of $75. Our minimum number of people required to complete a booking is two, and our booking software incorrectly allowed him to book for just one person.
  
  Mr. ***** was refunded in full ($75) that same day at 8:07 AM and was sent a cancellation notification and notification of his full refund at 8:08AM on 2/2/23. After receiving a voicemail from Mr. ***** on 2/3/23 and realizing he did not see our message and showed up for the tour that had already been cancelled, we reached out to him via phone, apologized, and assured him that he had already been fully refunded the day before.
  
  We operate our Segway tours through a small market that does not open business to walk-in customers until 12PM daily. Our first Segway tour of the day is offered at 10AM by appointment only. These tours do consistently go out and are in no way meant to trick or confuse the guests we serve.
  
  While we understand the frustration of this customer, we have done everything we are able to do to fully accommodate him after this unfortunate circumstance.
  
  Attached is a screenshot from our booking software showing our line of communication with the customer and their refund with timestamps.
  

  Customer response

  02/14/2023

  
  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.

  I want to thank the BBB For helping me to resolve this issue. I believe had I not contacted you all. This buisness would not have reached out to me. They did contact me on Feb 10th . A email was supposedly sent notifying me of the cancelation.  I am satified with the buisness response and consider this matter closed .
  
  Sincerely, ****** * *****
  
  
  

*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. ↩