Our tour started nearly 30 minutes late, and then we sat in traffic just listening to Christmas music with the occassional entertainment of our tour guide being ticked off at Uber drivers and using colorful language. No singing tour guide, no pictures with the fire engine. The tour was short of the 90 minutes advertised and missed some of the best lights in the city, but that is probably ok as nobody was really into it. The little kids fell asleep, and the lady across from my daughter commented that the only thing that partially saved the evening for her was my daughter's singing. I was so embarrassed that I talked this up to out-of-state family and bought them tickets for Christmas.
I did email the company and received a reply stating they had already had a "stern talking to" with employees (must have already had other complaints since she said she had just read my email) and offered comped tickets for next time, but when I emailed back that we would like partial refunds for our party of 8, she didn't even bother to respond.