ComplaintsforCharter Finders LLC

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased three adult tickets for Charter Finders LLCs ********** Dolphin and Snorkeling Tour for Weds, April 5, 2023 at **** ET. Tickets were purchased via Trip Advisor and sold through Viator. Wed, Apr 5, 2023 3 Adults $285.00 USD Confirmation #: ********** Booking Reference #: ********* $285 was charged to my debit card on March 28, 2023, confirming my payment for this trip. We arrived at the designated location, after paying $44 to park which isnt mentioned any there, at ****. The captain informed me he didnt have my name on his roster but that I did have the correct tickets, day, time etc. he tells me to call *** the owner for resolution, as they can only have six people on a boat at one time. (Note some boats appeared to have more than six). Also I was told they were sold out - which wasnt true as I met a couple who had been moved from a later departure time to the **** to fill the boats. (*** would later tell me that it was just good business sense).The boats left and I was left on the **** frantically trying to get ahold of ***. *** finally calls me back at ****, stating that its an issue w Trip Advisor and keeps me in the phone while he calls Trip Advisor to argue with them about some disconnect between the two businesses that has nothing to do with me or resolving my problem.We are ultimately transfered to another companys non private much cheaper tour. *** blames me for not booking the minimum number of tickets (not on the site) and trip advisor for not sending him the reservation. It is everyones fault but **** and his company.There is more, I requested a refund and stopped payment to this business on my card. Until then I am out the $285 and will be out the $44 for parking. Totally unprofessional business, with no sense of customer service. Disrespectful owner hung up on me after keeping me in their parking lot for 90 mins!

  

  Business response

  04/06/2023

  You did not purchase tickets for a PRIVATE tour. Nor did you purchase directly through us. You purchased via a third party vendor. We do require a minimum of 4 tickets per trip advisor/Viator as stated on trip advisor. The Viator and Fareharbor api connections failed to record your reservation. We have to follow USCG rules of 6 per boat on single ticket unless someone rents the boat then they are allowed to have up to 12 guests plus crew. Which we explained. We offered several solutions including the option you chose. We could have just refunded you and canceled the tour. Viator also states the company can cancel the tour for any reason. Option 1 rebook for the following day upgrading to a private tour with the price difference being complementary. Option 2 take the shell key tour that day which had availability and we would refund the difference. Option 3 take a refund and select another company. Option 4 which you agreed to was us place you with a different company and we would refund the difference in tour prices. We placed you on DolphingSnorkelingCruise.com large boat and had them bill us directly. This person does not deserve a full refund especially after leaving negative reviews. We might take legal action over the negative reviews. 

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