Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The bus tour dropped myself, my baby nephew, my sister, and my parents off at Boston Commons at 2:00 PM. The busses are supposed to come every half hour. The next **** comes at 2:25 PM and does not wait for people to come to the bus. We had to wait in sweltering 100 degree temperature heat for 45 minutes for the next bus to come. In addition, the busses are not air-conditioned and were like ovens. We did not have my nephews car seat as we thought we were going to be taking a bus all day. Because of this, we were forced to wait for the bus and were unable to take a taxi or Uber. When I contacted the company to complain, they were rude and made excuses. This experience ruined our day and was dangerous for the baby.

  Business response

  07/12/2024

  We have observed that the guest provided inaccurate information regarding their experience. It appears that they are attempting to secure a free tour and obtain a refund after already participating in the hop-on hop-off tour. This behavior suggests an intent to benefit from the services without incurring the appropriate charges.

  Customer response

  07/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  I did not receive a hop on hop off experience, as there were not enough busses for me to actually hop on. As I mentioned in my complaint, I had to wait over 40 minutes for a bus to come to a stop. When the bus eventually showed up, he was going to leave again without making sure there were no patrons. My pregnant sister had to run after the bus, bang on the glass and plead with him to let us in. This is unacceptable. We also had a small baby with us, who had to wait in over 90 degree temperatures for the bus as we were not sure if the bus would come earlier because the previous bus had come and gone 5 before it was supposed to and did not wait the appropriate amount of time. I am an asking for a refund as we were only able to hop on twice in a full day. In addition, the bus had no air conditioning, and we had to sit in a sweltering vehicle. The speakers didnt work, so we couldnt hear the tour guide. One of the busses didnt even had a tour guide and played music during the tour. This is not what I paid for. If you look at yelp reviews, you will see that I was not the only customer who had this experience and am not making this up. 
  
  Regards,

  **********

   

   

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 01, 2024 PURCHASED $135.68 CAD TRIP DATE MONDAY JUNE 3RD 2024 We purchased tickets for this tour for through Tripadvisor. We checked online and it said we could pick up the bus at ******** and ******* in Boston. On Monday June 3rd we waited two hours, from 10 am until noon, and never saw a Boston Sightseeing (BIG BUS) arrive. We saw lots of other tour buses arrive at this stop. We called Boston Sightseeing at noon but were unsuccessful getting someone to answer the phone. We emailed and also got no reply. We eventually boarded an Old Town Trolley bus. We called the Boston Sightseeing later in the day, (3:00 pm) and talked to a Boston Sightseeing ******** took the details and told us that we would get a refund. No refund was provided. The following day, (Tuesday June 4th), we received a reply from our June 3rd inquiry. The message said Our Support Rep has indicated that your ticket has been Resolved. We emailed back that the issue was far from resolved. After several emails we were finally told to contact Tripadvisor to arrange the refund. We phone Tripadvisor and explained the situation. The Rep at Tripadvisor asked us to stay on the phone while she contacted Boston Sightseeing. She then came back on the phone and said that she was unsuccessful getting someone to answer the phone. She would keep trying and then call us back. Sometime later she called us to say that Boston Sightseeing would not be offering us a refund. Phone calls to Boston Sightseing Monday July 3rd at 12:00 (noon) and 3:00 PM

  Business response

  06/12/2024

  Hi,

  We have processed a refund for the customer. The issue arose due to a misunderstanding: the customer mistakenly contacted a different tour provider, assuming it was Boston Sightseeing. As a result, they did not receive an immediate resolution.

   

  We believe this confusion could have been avoided if the customer had contacted us directly. Nevertheless, once we learned that the customer did not take the tour, we promptly issued the refund.
  We hope this resolves the matter satisfactorily.

  Thanks,

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 tickets to ride their all day hop on hope off tour bus while in Boston. Waited at designated spot for an hour before hopping on a trolley to ride over to another one of their stops. Still no bus, called and was told they dont run as often as the trolleys because they carry more people. That they dont do refunds but we can try to email and let them know the problems we are having. Told them what happened and they said they would get back to me. I want a refund since the service I paid for was not what was advertised. Paid for trolley tickets the next day and had no problems with their competitor.

  Business response

  08/22/2023

  Please find the attachment of our return & refund policy, where we clearly mentioned that every sale is final, which means that there will be no return or refund after purchasing. However, It may be possible that you missed our bus, but we operated on that day, and we had buses every ***** minutes, and more than a hundred guests took the tour who purchased tickets online. Saying that We are sorry to say we can't refund as we operated and probably you missed the tour.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  At 4:51 PM on 5/29/2023 I paid for two tickets for a guided bus tour of Boston from the Boston Sightseeing tour bus company at stop no. 3 (State Street and Atlantic Ave). We were told that the tour last about 90 minutes. We were told that that last stop was going to be stop no. 1 on ****** St. and D. St. and because of this, the driver would arrange for us to get back to stop no. 3. A little more than halfway through the tour the tour guide announced that he had to leave the tour because he had reached his maximum hours for the day. This was somewhere around stop no. 9 on Beacon St. We were very surprised by this. For the remainder of our ride there were no tour announcements.We assumed that we were being taken to stop no. 1 but we ended up at the company's bus storage lot. The driver "Moonum" indicated that he forgot that we were at the top of the tour bus. The driver arranged for an uber ride back to stop 3 and we rode in the car with him. I called the company on 5/31/2023 and spoke with ******* to explain what happened on the tour and to request a refund. He told me that he would speak to the manager. A man who purported to be the manager, *****************, called back the same day. I explained to him what happened and I requested a refund. He did not agree and wanted to offer a refund of $20 dollars, in part because he said they incurred a cost of $28 for the Uber ride that we did not request and that his driver took. He also tried to offer tickets for a ride in the future which I declined as I do not live in Boston.I am requesting that the company provide a full refund of $75.60. I am completely dissatisfied with the progressive decline of the tour that we were promised and not given. I am also disappointed in being taken to the bus storage lot in what could have been dangerous as the driver forgot that we were at the top of the bus. Transaction No. 10417441-8937 Attached: Receipt, Tour Map, Bus Parking lot that we were taken to.

  Customer response

  06/11/2023

  Better Business Bureau:
  
  I have received a response and full refund directly from  the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

*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. ↩