• Report: #555640

Complaint Review: Alcatraz Media Inc - Nashvillesightseeing.com

  • Submitted: Sat, January 16, 2010
  • Updated: Thu, December 30, 2010

  • Reported By: Brad — Lakewood California United States of America
Alcatraz Media Inc - Nashvillesightseeing.com
3850 Holcomb Bridge Road, Suite 245, Norcross, Georgia United States of America
  • Phone: 678-250-7375
  • Web:
  • Category: Cruises


*UPDATE Employee: False report

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I booked in a week in advance a ticket for the Catalina Express Boat that takes residence, commuters and tourist back and forth from Long Beach, CA. to Catalina Island.  Apparently I booked thru ALCATRAZ MEDIA, INC. with my first booking.

Plans changed, so I luckily somehow ended up directly with Catalina Express Reservation system and made a reservation for the boat same day, different departure time...easy enough.

Go back to cancel my first reservation, and low and behold after finally connecting with a customer representative, I'm told NO REFUNDS.  Looking further on my email, there it is, "NO REFUND POLICY" is written.  So I should have read the fine print, my bad apparently.

I cannot understand how this makes sense for a company not to give out refunds.  Don't they realize repeat business is a big key to success??!!  APPARENTLY NOT.  Only reason for this policy to exist is the business has terrible values toward the customer and they need to get your money, hold on to it and move on to the next sap.


This report was posted on Ripoff Report on 01/16/2010 05:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alcatraz-Media-Inc-Nashvillesightseeingcom/Norcross-Georgia-30092/Alcatraz-Media-Inc-Nashvillesightseeingcom-ALCATRAZ-MEDIA-INC-NO-REFUNDS-TERRIB-555640. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

False report

AUTHOR: Michelle-alcatraz - (United States of America)

We are unable to find a reservation for Brad in our system. However, we would like to address the claims regardless of whether or not this report is legitimate.We take customer service very seriously at Alcatraz Media, and carry the coveted A+ rating with the BBB in Atlanta, GA.(http://www.bbb.org/atlanta/business-reviews/travel-agencies-and-bureaus/alcatraz-media-in-atlanta-ga-7003850)

We have been in business since 1999, and pride ourselves in our work.With millions of satisfied customers, we feel that our track record speaks for itself.However, we realize that you cannot please everybody all of the time.We simply try to do our very best every day.

First, Brad said he needed to make a change to his reservation that was placed a week in advance. Our website clearly states: Change Fee Policy: If changes are allowed on a tour or activity, a $20.00 per reservation change fee will be applied for any change to a reservation. Please note that some tours and activities do not allow any changes. Date changes can be made only if we can confirm availability on the new date. While we cannot guarantee any changes can be made, all change requests must be submitted a minimum of 24 hours prior to the tour departure and must be handled on an individual basis through our Reservations Center.

If Brad had called our office, we would have been more than happy to make the necessary changes to his reservation.However, Brad chose to contact Catalina Express and book separate tickets.

In addition, Brad states that looking further into his email he found our NO REFUND POLICY and he should have read the fine print. Please note that our FINAL SALE NO REFUND policy is prominently displayed on our website under the pricing and tour information. Im sure Brad looked at the price before placing his reservation, so he MUST have seen the FINAL SALE NO REFUND policy before he booked! Please also note that our FINAL SALE NO REFUND policy is in the same font and size. There is no fine print. This information was clearly displayed on our website and Terms prior to his booking.

We are very sorry that Brad chose to ignore our FINAL SALE NO REFUND policy and book tickets elsewhere, but he agreed to our Terms when placing his order.

We have agreements with our suppliers, and we had to pay for Brad tickets whether he used them or not.That is a fact.We would not be in business very long if we paid vendors for booked tours and refunded the customers at the same time.

Many companies have FINAL SALE NO REFUND policies. We pride ourselves in excellent customer service, but some customers simply feel the Terms do not apply to them.

I would also like to point out this reservation would have been placed on www.catalinatours.net, not www.nashvillesightseeing.com.

We work hard to earn the business we receive, and try to make our customers happy 100% of the time.Unfortunately, in this case, there was little we could do to avoid a Ripoff Report.We feel that sites like this are fundamentally wrong because they allow anybody (including dishonest competitors) to write false and potentially libelous/slanderous posts without consequence.We are not sure if this post is legitimate or not.If you have any questions about our services, or we can help in any way, please contact us.We are here to assist, and care about our customers.

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