Complaints

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** is very rude. He's quite the asshole! During our tour, we were dumped 10ft inside the bamboo forest and told to hike to the river by ourselves. He smacked my wife on the **** with a hiking pole. We watched him smack a child with his hiking pole because she wasn't listening. The tour booking promised "unlimited cold beverages and air conditioned luxury vehicle". The unlimited beverages were warm water and warm canned green tea and they weren't offered until halfway through the tour with lunch. The luxury vehicle was a ******, dirty **** van. We had to beg him to turn up the *** He kept it at 1 on the fan and had his window down the entire time. He drove like a maniac. On the way back, he was tailgating a car 2 feet off their rear bumper and when he was finally able to pass, he drove 20-30mph over the posted speed limit. This was definitely our worst experience on Maui and to top it off, we both got Covid from the van ride. We filed a complaint with the company and he has been harassing my wife. The douche is literally texting her and calling her a liar. Book with any other company. Steer clear from this one!

  Business response

  08/28/2022

  Date: 29th August 2022
  
  Dear ***,
  Respond to Letter of Complaint
  
  Receiving complaints and reviews from our customers, especially if it is to make us serve them better, is a policy that we appreciate and have employed over the years. But not when the complaints are false and distorted facts.
  
  On Thursday, the 30th of June 2022, *************************** booked a tour with us through Viator with BR-********* as the booking number. The tour was for their honeymoon, which they enjoyed and gave us feedback on. However, I was shocked when she requested a refund and even distorted the facts of what happened when we rejected her request for a refund.
  
  Lianna further used different profiles to leave negative reviews on our site. When we called her attention to this, her husband went ahead to leave negative reviews and claimed they got infected with Covid-19 because of the tour, which Is untrue. It is pretty disheartening that they requested a full refund when they went on the tour on our luxury vehicle and enjoyed it.
  
  While we can not give a full refund as our customers have requested because they enjoyed the tour, we are open to other forms of resolution because we don't want this matter to continue to affect our brand negatively. Thank you.
  
  
  Signed
  *************************
  Founder
  Maui Fantastic Tours.

  Customer response

  08/29/2022

   
  Complaint: 17759177
  
  I am rejecting this response because:

  We did not enjoy the tour. We hated it and regretted it from the beginning. We never gave any positive feedback to ***** or anyone else. We filed a complaint and requested a refund immediately upon returning to our bed and breakfast; certainly within the 24 hours required by ****** and Maui Fantastic Tours. We would reiterate, that the experience we received did not even come close to matching what was promised in the Viator booking. We will attach pictures of the promises made that were not kept. Refer to our original complaint. In addition, *****'s attitude and behavior was demeaning, condescending, and at times, dangerous. We would also point out that his first response, upon learning of the complaint, was to begin harassing us through text messages. However, when *** texted him back and told him that he better stop harassing his wife, he never responded. Apparently, he only enjoys bullying small children and women. That is not acceptable or professional behavior. We would also reiterate that our negative complaints about our negative experience very closely resemble all of the complaints made by other tour goers. We would prefer to receive our money back. However, if the business is unwilling to do that, we stand by our complaints and negative reviews and will not be removing any of them. 
  
  Sincerely,
  
  ***************************

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

  Business response

  09/06/2022

  Hi **********;
  Response 
  The customer at beginning was a liar she say no get the service and request refund, We send proof they went on tour and reject refund so they dont like and after they wrote a bad review and make a complains if beginning a liar after more liars. They are totally out of
  Line. Our fleet is Brand New 2022 ************* I dont know *********** *************** ? . We send message are dishonest persons because ask for refund when enjoy the tour, said the true is not harassment.
  Regards.
  

  
  

  Customer response

  09/06/2022

   
  Complaint: 17759177
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  This tour is a joke! We booked after reading a description on Viator.com. The experience we received did not even come close to matching what was promised on Viator, Trip Advisor, etc. Please, please refer to the many, multiple complaints filed against this company on SO many websites! Viator, Yelp, BBB, Trip Advisor! Every negative review matched the experience we actually had, exactly!Avoid Maui Fantastic Tours and Viator!!!! The positive reviews are 100% written by the companies trying to scam you! Reject and avoid Maui Fantadtic Tours and Viator at all costs!!!!

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 11th we showed up for this Tour the Guide NO SHOWED. He stated that he was there. Yet when we tried calling several times he did not answer his phone it just went to voice mail. This is an Island. You can drive around this Island in a Day. So why did he not suggest to take a Uber to meet up with the Tour where they were? He could have at least answer his phone so we can meet up with him. This is not his first time doing a Tour. I am Blown Away by his unprofessionalism and his lack of desire to ensure Tourist have a Great Experience when they come visit and be left behind as he did us! We listened to the other guides who told us to wait at least till 8am because sometimes they run late. We waited till 9am. He did not even call us back to tell us take an Uber and meet up with him. All I got was SMS messages from a person name ******* but on their website her name is spelled differently, saying the bus left at 7:10 am. But if it left at 7:10 am we were standing right there! Where were they? SMS: ***************:06 PM Hello From Maui Fantastic Tours we are waiting for you. Appointment at 6:50 AM TOUR DEPARTURE AT 7:00AM TOU FAILED TO ARRIVAL ON TIME 2:00 PM Hi. We were here. We r still here.All the other tour companies said they did not see you.Wht games is this???We spoke 4 different tour operators whos confirmed they did not see you. This morning.We r still here waiting.We even saw a 3rs vehicle for dynamic tours.I booked this through trip advisor because I always travel and post reviews all the time. So I thought u all were reliable.We even called Viator who is associated with trip advisor to call u guys and they confirmed that you were not answering your phone. 1m 21s ***************:10 PM -------------NOTE Sorry our vehicles was there we carry 14 CUSTOMERS, we call to you and no answer! The vehicle departure at 7:10 AM Company send to you a letter with all info and direction before your travel day and your punctuality HIGH ADVISED Aloha

  Business response

  05/10/2022

  Better Business Bureau,

  
  Maui Fantastic Tour is a company with a good reputation with our partners and customers alike. We always work tirelessly to satisfy all our customers and ensure they get the best for their payment. What happened with this particular customer is rather unfortunate, entirely his fault and not the ours(Maui Fantastic Tour).
  

  ******************************* Booked a Tour with Maui Fantastic Tour and every detail of the meeting point and the time the tour will start was duly sent to her. It is the responsibility of anyone that book our tour to meet us at the said location where the tour is to take off, and if a customer is not use to the area, he or she will ask so we know exactly how to go about helping them. There was no such arrangement with us and it is not our responsibility to transport one from his house or hotel to the take-off location when such arrangement was not made. We waited for ******** as at the take-off time and also called her phone but the number didnt go through. We had to leave with others who also paid for the tour, because there were several others that also paid for that same tour.

  
  So we were surprised that ******************************* wrote to Viator for refund and to leave a negative review on Viator, but after internal investigation by Viator that this wasnt any fault of ours, the refund and negative review was declined by Viator. All proofs were sent to Viator before they made their Final Resolution.  I will also attach some of the proofs/receipts of booking, conversation and schedules along with this message.

  
  So trying to tarnish the image of Maui Fantastic Tour by leaving damaging words against us is entirely wrong because the fault is not ours but the clients that came way behind time when other tourist came at the said, we even waited and put a call through to no avail. Better Business Bureau I also hope you look into this matter and be unbiased as much as possible.

  Please find the attached document Proofs.pdf.

  
  Signed
  General Manager 
  *******************************
  
  Founder 
  *************************

  
  C.C. Legal Department
  

  
  

  Customer response

  05/11/2022

   
  Complaint: 17122823
  
  I am rejecting this response because: THE **** IS : IN THE *** MESSAGES TO ME. ******* STATED YOU LEFT AT 7:10 AM AND NOT AT 7:00 AM. WHICH MEANS 

       THAT DESPITE THE **** THAT WE WERE STANDING RIGHT THERE AT THE LOCATION: ******* SUPERMARKET. WHERE 

                                                               WE WERE SURROUNDED MY MANY OTHER TOUR COMPANIES THAT CONFIRM THAT  "YOU'RE GUY  DID NOT ARRIVE YET.''

                                                               YOU ARE SAYING THAT WE SHOULD NOT GET A REFUND BECAUSE YOU **** ** LETTERS OF THE ***** AND TIME????

                                                                THE **** REMAINS: 1- YOU WERE NOT AT THE LOCATIONS - CONFIRMED BY 4 OTHER TOUR GUIDES.

        2- IF YOU WERE AT THE LOCATION AS YOU STATED. WHY DID ******* **** ME AN *** MESSAGE

                                                                                                            STATING YOU LEFT AT 7:10 AM.

                                                                                                         3-IF YOU LEFT AT 7:10 AM - THEN WE WOULD HAVE SEEN YOU BEFORE 7 AM AS WE WERE STANDING

                                                                                                             RIGHT THERE. 

                                                                SO WHERE EXACTLY WAS YOUR DRIVER???? 

                                                                SINCE 4 OTHER TOUR GUIDES KEPT LOOKING AROUND TO SEE IF THEY SAW HIM AND DID NOT.

  
  

  
  
  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. ↩