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  • My friend booked the Hoover Dam tour. Waited at the exact location they told us to wait at our hotel, and told which vehicle to look for. They said in the description that if the bus isn't there at the pickup time, call them. My friend called and said they were running behind. We sat there for 45 minutes and nothing, so we called again. They then told us that we needed to come out to their location to catch the bus. We immediately request a Lyft, get there, and they tell us the bus left. My friend, who booked the tour, asked for a refund. The man, whose name I didn't get but I wish I had, says he can't give us a refund. He claimed that the bus came to our hotel and picked up some people, but we were at the location they told us to go to. He says he called my friend but my friend didn't get any calls, turns out they called the wrong number. He also claims that they were supposed to leave at 9:30 and they waited for 10 minutes for us, but when I looked at my phone it was 9:38. We are trying to tell him it hasn't been ten minutes, and he tries to deflect from that by saying "so you think you can just show up whenever you want?" Seriously?? He keeps insisting he can't give us a refund and then later says he's not in charge of refunds. Really?? Then what was the point of yelling at us?? He was so incredibly rude and condescending, I couldn't believe the horrible customer service. We filed a complaint with the lady at the front office, who was very nice, but one nice employee doesn't make up for this horrible situation. We are not even sure if my friend will be able to get a refund. That is absolutely ridiculous and unacceptable. We requested a Lyft for the ride back to our hotel, and we told him about it, and he was nice enough to take us to Hoover Dam for a cheap price. We ended up seeing the Dam, which I would definitely recommend. However, I would NOT recommend this horribly unfriendly and unprofessional "company." Just atrocious. Update 7/1/17: After many calls and emails(which were not returned) my friend still didn't get a refund. My review stands.
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