Big Bus Tour Unethical Business Practice: Drop off but not pick up. Not respond to our complaint letter. San Francisco California

On 12/31/201, I purchased 7 Dynamite Ticket for 1/1/2016. We started our tour at Stop #18 and got off at Stop #12. Before getting off the bus, I specifically confirmed with the driver that there would be another bus picks us up from this Stop. We waited for about 1 hour but did not see Big Bus come but only see other competitive company bus came and gone. My husband noticed (from a distance) that Big Bus went straight toward Alexander exit instead of stopping by at Vista Point, Stop #12. He suggested to chase after that running bus. I told him that would be a crazy idea to do so along the freeway with our small children. So, I called 415-433-1657 and the lady answered the phone informed us that Big Bus will stop at Alexander exit instead of at Vista Point. I asked her that had I not called, we would have waited until dawn and Big Bus would never come. My husband ran with my small children after the Big Bus. I was on the phone and running to follow them. I requested the supervisor if she could ask the bus to wait for us. She said she does not need to help me. While running and talking at the same time with the background noise of the freeway, she kept insist that I yelled at her. I only requested her to help me to stop the bus. The entire time, no one had said one word “Sorry” to me and repeat “I don’t need to help you” twice. My husband was able to run fast enough to catch up with the bus. We all got on the bus, I called her back and asked for her name. She did not give me her name and hung up with me a total of 5 times. When I called I always stated my name. Why your people has a problem of stating their name? I said to the lady “Can I suggest that your company notifies customers in the event of rerouting via email or text message as we provided that info when we purchased the tickets online.” She replied “No, we can’t”. I would expect a response something like “we would relay your suggestion to our management team.” Were they trained to be that rude to their customers who need their help and constructively suggest to improve? She suggested that I come to her office for a refund. However, I prefer not to deal with rude people so I did not want to take my chance to continue our trip so we did not use the remaining of the ticket. I wrote a letter to their owner and certified mail on 1/6/2016. No one responded to me yet. I filed a dispute with my credit card, the big bus did not respond to them. Had the Big Bus said sorry and explained the reason why they did not pick us up when I called them on that day, I would not be that angry and might consider to continue to use their services for the entire 2 days. However, their people did not know how to say sorry to their customer nor has a courtesy to respond to our letter. How do you know what happened to me would not happen to you? I would strongly recommend to use public transportation MUNI instead of Big Bus. It's only $20/day w unlimited access to their bus, cable car, historic street cars. They have stop almost anywhere you want to go. They have right of way on the road so you will experience less traffic and can cover more stops if you have limited time. It's totally different experiences when riding on this historic/symbolic type of SF.