We have done a lot of trolley tours in a lot of cities, so it was a natural first choice in San Diego. We got off to a rough start with a trolley guide we weren't impressed with, so we "hopped off" quickly. We were told the next trolley would be along in 20 minutes. We were told wrong. 50 minutes in, I began calling the tour company to find out what was up. The customer service agent really had no explanation so I demanded to be pushed up the chain of command. I got the voicemail for company manager, Danny Brink. Since it was a Saturday afternoon, I really expected no reply - if any - until Monday. The next trolley finally arrived after an hour-and-ten minute wait. This place would have gotten ONE star from me, had it not been for Mr. Brink. To my surprise he called back quickly (while I was still on the trolley). He was incredibly apologetic and gracious. He clearly cared a great deal about the company and their service and was distressed that they, as he put it, "had dropped the ball." He went above and beyond to make it right, offering us a full refund or a free excursion on their SEAL Boat Tour. We took him up on the latter and it was AWESOME! While I never got a clear explanation of how or why they dropped the ball on our trolley tour, I made my way to the right person to make it right... and therefore believe our negative experience with the trolley was surely a "one off."