Unprofessional. Rude. Bad Customer Service. Discriminating.
First, I've traveled happily with the help of TripAdvisor all over South East Asia. I do a lot of research when traveling. I am a happy, young traveler on a budget and want to ensure I used my money wisely. TripAdvisor has always helped me with my goals but they have failed me this time. I have never experienced such bad, judgmental, and unprofessional customer service in all my travel experiences.
We are a group of 8 young spring breakers looking for a good time in Miami. We've been doing our research. First off, the we purchased the Everglades and Miami City Tour. They were helpful in accommodating our time constraint. They allowed us to split the Everglades tour and Miami City tours on different days since their Miami Tour was fully booked. We took the Everglades tour first and were satisfied with that portion. The only complaint was that they were 20 minutes late in picking us up from the Holiday Inn location. It was a fun experience and we got to hold a baby crocodile. It wasn't extraordinary but met our expectations.
Our main complaint is the following day when we took the Miami City tour. We arrived at 9:55 at the location and two of us got off our van to inform the driver that we were present and the rest of our group will be a few minutes while they look for parking. We received a lecture from our driver, Jim Moore, father of the owner. He spoke to us in a very condescending tone telling us to get off the bus and wait for our party. He said we were clearly not ready and everyone else is. Our entire party got on by 10:00AM, the scheduled pick up time. The tour overall was okay. We saw a few places and heard interesting information but again it wasn't extraordinary. A few of my party fell asleep because of boredom. We arrived at Little Havana and the driver tells us that Little Havana is not worth seeing but if we wanted to get off and look then fine. Way to be excited about your city?
I contacted the company the same day to discuss my complaints. They said they would get back to me that evening or the next morning. The next afternoon I still had not heard from them and called them again. Michelle Moore addressed my complaints in a very unprofessional manner. She attributed my bad experience to my lack of communication, and accusing my party of being hung over. I explained that we were tired but we were not even drinking the night before knowing that we had to wake up early for our tour. We explained that we had a good time at the Everglades but our driver and the tour was not up to our expectations. I brought up that on their website they clearly state a GUARANTEED REFUND if we were not COMPLETELY SATISFIED. Here is an excerpt from their website: "Second... if you're not happy with the The Original Miami Tour, you'll be able to receive a full refund, because we GUARANTEE it.
Here's how it works: If you're not completely satisfied with the tour, we'll refund your
money. It's that simple"
It is NOT simple. Instead of addressing or listening to our concerns, Michelle continued accusing us of being hung over, late, and blaming the situation on us. We felt judged and discriminated because we were young spring breakers. We are TOURISTS and we arrived 5 minutes before the scheduled departure and DID NOT COMPLAIN when they were 20 minutes late the day before. Michelle continued insulting me by saying that I am clearly not a person to be joked with. Take note that Michelle was NOT present at the tour. Their reason for not refunding is that we were hung over, late, and they gave us an amazing (subjective) tour with an amazing deal and we were ungrateful. She also said they were a family owned company and said that Gus Moore who is the son of the driver will address our concerns insinuating that we will not get a refund because of their personal connections.
NEVER going to recommend this tour and it is by far the most awful customer service I have ever encountered. Research with high discretion, they are only friendly as long as you pay up and have no complaints. Have fun in Miami for us as this company has ruined our day.
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