We were coming to Memphis from Nashville and we were stuck on the freeway for six hours because they had closed the freeway it was I 40 heading towards Memphis from Nashville. I tried to call the office, but I got a gentleman name Melvin, who stated that the office had closed 10 minutes ago and told me to call back on Monday. So I called back during office hours and told of my experience regarding the freeway closure and because I didn’t call the day of my reservation, which I did but the office had closed only 10 minutes before my call, I could not get a full refund. I understand your policy but I had not control of the situation and we were looking forward to do the Hop on Hop Off! I would think that under the circumstances you would make an exception!! The lady I did talk to was very nice and did what she could! But Melvin was rude and hung up on me and told me to call during business hours! So I won’t be using your services anymore!!!
Odpowiedź od gospodarza
Aug 2024
Hello Ma'am, You and I spoke over the phone. You came by the office at 4:45pm the day of your booked tour, saying that you thought the Hop On was to run all night. That it operates all night in other cities. I mentioned to you that our hours of operation were listed on the website. Once you get to the checkout section of the website, it states it again the hours are 10a-5:30p. I am not sure why we are at fault for anything here. We can't issue refunds for no call-no show on the day of. I hate that you all were stuck in traffic for so long, but if you would have called us while on the road in traffic earlier and not wait until you got to Memphis once the operating hours were ending. We could have tried to take care of the matter some kind of way.