ComplaintsforLockport Cave & Underground Boat Ride
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Complaint Details
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Initial Complaint
03/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
June 5 2023 I purchased 2 adult tickets with the effective date of June 20 2023. Due to an unfortunate incident the attraction was closed for an investigation. We had no idea and showed up. An employee told me they were closed and going to issue redunds. I have been in contact with them until they stopped responding on October. They kept telling me I was going to get my refund and they were processing it, I was in the que. Then they stopped answering. I couldn't go through my bank as the time to contest the charge had already passed.Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased tickets on June 10 2023 for a tour on July 10, 2023 via their website. I still have my confirmation email of this transaction. A few days later the accident of capsized boat and one person drowning occurred. Everything was shut down while authorities investigated. I think late July the business posted on their ******** page that all refunds would be processed soon. They were still not open for tours. I kept checking their website and ******** pages for updates and saw everyone commenting on how the business was not answering the phone or emails. Few people did get their refunds. It is now December and I still have not received my refund. I tried to message them in November. Received immediately an automated generic response about checking their website for additional information. I saw someone had commented on a ******** post they finally got their refund after going thru BBB and shared the link for others.Initial Complaint
11/29/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of Transaction was May 09 2023 we were to go on June 29/23 we got no phone call or email to say they were not operating we drove from Ontario Canada 5 hours for the tour to get there and find it locked up I sent several emails and got no return emails. We paid for 3 of us to do the full tour.Initial Complaint
10/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 06/21/2023 I booked a tour with Lockport Cave and Underground Boat Ride. My credit card was charged $110.18. We found out that there had been an accident and the tours were cancelled, but we were not informed. I had emailed the company before we went for our tour and they acknowledged that the tours were cancelled because of an accident that happened. Since then I have emailed them on 9/25/2023 and 10/09/2023 requesting information on my refund. There has been no response.Initial Complaint
09/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had a reservation for June 24,2023. Paid 53.89 for two for boat ride. Accident happened on the 13, a man died. Reservation was cancelled, no refund as of September 23. I’ve called, no response. Emailed, they said it was coming, still nothing.Initial Complaint
09/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On March 10, 2023, I purchases tickets online for Lockport Caves' Historic Cave tour & Underground Boat Ride for 3 adults and 1 child for August 18, 2023 at 11:00 am. Due to a tragic accident, Lockport Caves was closed for several months. I have tried to contact Lockport Caves for a refund. I called several times, but their voice mailbox was full. I have emailed multiple times, and received no reply until August 7. That email said they would be making refunds as soons as possible. I waited 30 days from that date, and still no refund. I have emailed several times since and have had no reply. I just want a refundInitial Complaint
09/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I bought my tickets in April for my family to go on a vacation when we got there. It was closed and I bought these tickets in April and our vacation was August 1. They did not get a hold of *** prior to let us know that they were closed so we drove out of our way with five children in the car bored going crazy just to get there to turn around and we didn't have any money on us. There was nothing else to do so our kids literally went crazy. It wasn't right for them. It wasn't fair to them then to waste all the gas and time then when I tried calling them contacting them, it took almost a month to hear back from them and they're saying they're working on it they're working on it. It's not that hard to try and get a refund from them now it's been horrible. It's been two months and still nothing. I have emails and emails. They told me to get hold of my credit card company and like I told them I don't have that card anymore so we need to figure out a different solution and they don't want to other people are having the same problem.Initial Complaint
09/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was scheduled to take a bout tour at the lockport caves. One of the boats capsized and someone passed away unfortunately. They keep saying they will refund people and I have emailed them a bunch of times concerning my refund and no one ever calls me back or responds to the emails . Even news reporters wanted to hear the stories about how no one is getting refunded. On their voice-mail they tell lies about refunds and no one ever answers the phone . This happened on June 12 2023 and still no response . It's very unprofessional
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.