I chose this bus company since it was part of the DC Explorer Go Pass. While the pass was great, this tour was not. After 30 minutes of waiting for a pick-up, we called the company and were told that the bus pick-up location moved that day to another spot. One would think that information would be communicated through the Big Bus app that I was actively using! We walked to the new location and still waited over 30 minutes for the bus to come - and that was after calling the company multiple times. During that time, we saw a competitor's bus come three times - THREE!!! The delay meant that we didn't get to visit all the locations we hoped to see.
The customer service was extremely rude, tour guides were disinterested, and the boarding process is unorganized. Additionally, the buses are old, dirty, and uncomfortable.
I will say the night tour from this company was pretty good, but avoid the hop-on, hop-off bus at all costs. I should have listened to the reviews!