Customer complaints mount against Centralia travel company
»Play Video
CENTRALIA, Wash. -- A consumer advocacy group is sounding the alarm on a Lewis County travel company, arguing customers - mostly senior citizens - aren't getting what they pay for.
"A lot of the folks that contacted us thought they were going to get their dream vacation," said David Quinlan, spokesman for the Better Business Bureau."(They were promised) incredible trips at a fraction of a cost, and, come to find out, (the company) ends up canceling the trip, or (customers) have to reschedule.
"They're extremely angry. They're extremely frustrated, and they feel helpless," he added.
The Better Business Bureau has 16 complaints against Centralia-based Discovery Tours, while the Washington state Attorney General's office has an additional 45 complaints, a spokesman said. All of the complaints deal with canceled trips, money that was never refunded, or deposits that took a long time being returned to the customer, representatives for the agencies said.
Most of the complaints come from senior citizens, like Leslie Pfaff, a retiree who travels primarily to historic locations throughout the United States.
Pfaff, who lives in Tumwater, said he and his wife paid the company $1,100 to go to Ashland and the Oregon Coast on two separate trips, but that the trips were canceled within two weeks of booking. He said it took about 10 weeks - and countless phone calls - for him to get his money back.
"It's a lot of money, whether you're on limited income or not," he said. "Plus, I had better things to do with my time than being on the phone all the time. It's just not a good feeling."
Owners for the company didn't return phone calls from the KOMO 4 Problem Solvers, but a representative for the American Bus Association did. The group is a trade organization representing more than 1,000 tour companies nationwide, and Discovery has a solid record with the association, said Dan Ronan, a spokesman for the ABA.
"(Discovery) does 14,000 passenger trips a year," Ronan said. "They're certainly trying to deal with complaints and any issues, but this is a small percentage.
"(Discovery) is a member in good standing with us," he added. "They have to comply with our standards, which are pretty rigorous."
But Quinlan said the company refused to address customer complaints with the Better Business Bureau, or even talk with the consumer advocacy group.
"This is extremely unusual," Quinlan said, "and what raised a real red flag with us is that we wanted to resolve these problems between the company and the consumer but the company just didn't want to play ball."
Pfaff eventually got his money back. His patience, however, is another story.
"It was just a bad experience," Pfaff said. "Definitely frustrating."
---
Editor's Note:
After KOMO 4 aired the original report, Discovery Tours faxed a stack of customer reviews to the KOMO News offices that they say show a number of positive reviews about their service and “We have several thousand more,” reads the note on the top.
A spokesman for the Better Business Bureau says the agency still has not heard from Discovery in response to the 16 complaints filed against them.
"A lot of the folks that contacted us thought they were going to get their dream vacation," said David Quinlan, spokesman for the Better Business Bureau."(They were promised) incredible trips at a fraction of a cost, and, come to find out, (the company) ends up canceling the trip, or (customers) have to reschedule.
"They're extremely angry. They're extremely frustrated, and they feel helpless," he added.
The Better Business Bureau has 16 complaints against Centralia-based Discovery Tours, while the Washington state Attorney General's office has an additional 45 complaints, a spokesman said. All of the complaints deal with canceled trips, money that was never refunded, or deposits that took a long time being returned to the customer, representatives for the agencies said.
Most of the complaints come from senior citizens, like Leslie Pfaff, a retiree who travels primarily to historic locations throughout the United States.
Pfaff, who lives in Tumwater, said he and his wife paid the company $1,100 to go to Ashland and the Oregon Coast on two separate trips, but that the trips were canceled within two weeks of booking. He said it took about 10 weeks - and countless phone calls - for him to get his money back.
"It's a lot of money, whether you're on limited income or not," he said. "Plus, I had better things to do with my time than being on the phone all the time. It's just not a good feeling."
Owners for the company didn't return phone calls from the KOMO 4 Problem Solvers, but a representative for the American Bus Association did. The group is a trade organization representing more than 1,000 tour companies nationwide, and Discovery has a solid record with the association, said Dan Ronan, a spokesman for the ABA.
"(Discovery) does 14,000 passenger trips a year," Ronan said. "They're certainly trying to deal with complaints and any issues, but this is a small percentage.
"(Discovery) is a member in good standing with us," he added. "They have to comply with our standards, which are pretty rigorous."
But Quinlan said the company refused to address customer complaints with the Better Business Bureau, or even talk with the consumer advocacy group.
"This is extremely unusual," Quinlan said, "and what raised a real red flag with us is that we wanted to resolve these problems between the company and the consumer but the company just didn't want to play ball."
Pfaff eventually got his money back. His patience, however, is another story.
"It was just a bad experience," Pfaff said. "Definitely frustrating."
---
Editor's Note:
After KOMO 4 aired the original report, Discovery Tours faxed a stack of customer reviews to the KOMO News offices that they say show a number of positive reviews about their service and “We have several thousand more,” reads the note on the top.
A spokesman for the Better Business Bureau says the agency still has not heard from Discovery in response to the 16 complaints filed against them.
Just finish reading the viewer who's Aunt brought into the promissory note with dividends. My Mother had loved this company that she invested thousands of dollars into them, she did have a great time, now she have seen something going on when a payment issued to her bounce, since her passing I have to call every month for two years, take that back one month I rec'd the check and didn't have to call. When you did get ahold of someone they say I promise I will get back with you, which rarely happened. Their office policies are desirable to say the least. So my question is, do we need to have a meeting with the investors and all get together to hire a attorney to help us resolve their poor relationship to investors and customers? I seem to have called many times, and no results like when I called this past few days ago asking information on this prolbem and knowing a return will not ever happen! Shame on them!Â
Diane, my aunt was approached by Discovery tours to invest in the company through a promissory note with dividends to be paid to her. She gets no response or payments. I am sure there are other seniors who invested this way and are out of their money, or have passed away and families didnt know about the investment. this is the Real Story that KOMO should uncover with an intense investigation. Sorry to hear that your father invested $69,000 and trusted Discovery Tours. Was he also told that they would use the money to buy new tour buses?
Dont give up the fight for your father. Shame on Discovery tours. I guess they will threaten to sue me too.Â
Update.....Discovery Tours has gone under. I have a very good friend who worked for them for 7.5 years. They owe him 2.5 back pay and he is out of a job. Apparently KOMO didn't do a hatchet job on them.....
To the Editor
Why not be honest this time and say we sent you hundreds of comment cards filled out by our customers while on tour. Instead of wording it "that they say show a number of positive reviews", why not tell them that you and your staff read them and all of them were positive reviews. Seems like you might be avoiding the issue now. Also keep in mind the BBB is not a government agency and has been under investigation by ABC's 20/20 and several State Attorney General Offices for selling good grades to businesses that become members. Since you are an ABC affiliate seems strange you would weigh so much of the story on comments from the same agency investigated. I encourage everyone to search the show ran November 16th, 2010. If Wolfgang Puck has an "F" and the Ritz Carlton Boston an "F" because both refused to become members or take their harrasing phone calls,then I am in very good company. Please note none of the 16 complaints have ever been sent to us to respond to by fax, email or regular mail. If it was so important to both you (as I assume your reporter has copies) and the BBB, we would have received them by today for comments. I also sent you an email from the Attorney General received by our office this morning that stated there are no open complaints against Discovery Tours and you did not mention this either in your response.
 @Discovery Tours Hey Discovery Tours, rather than try to minimize the complaints against you, why don't you refund the almost $5,000 you owe my mother for a trip that was scheduled for TWO YEARS AGO??? Why don't you let her talk to someone in charge instead of your hired shield?
Â
Make good on your debts, then tell me how great you are.
Â
Â
I hope you continue to try to get your mom's $5,000.00. There are many out there just like her including my family--We got a good lawyer and now her payments are starting to come on time; if she misses one payment the entire amount become payable in full!!
To the staff of KOMO news. We are sorry we could not respond to your call this afternoon, we were attending Marine Graduation. I see from the images you also came to visit us after normal business hours. As you mentioned, we do have over 30,000 active seniors each year taking dream vacations, at incredible pricing and getting everything they paid for and a little bit more like friendship, cultural exchange and caring staff members. In addition we support local non-profits through sales and donations (like Portland Singing Christmas Tree, Tap Root Theater and more). Annually we put over two million dollars into the local community through purchases for services at venues like Mariners Baseball, Palisades Restaurant and Teatro Zinzani. We work closely with local chambers and tourism offices to bring consumers to their towns like Leavenworth, Bellingham and Port Gamble. The services we provide are very important to the community as many of our customers no longer drive at night or long distances and need the transportation we provide to support these businesses and to have the opportunity to build new friendships. Unfortunately we do have to have cancelation policies in place and adhere to them. Mr Pfaff was refunded six weeks well within those outlined in the brochure. Each year we cancel less then 5% of our departures due to lack of participation, mechanical failure or changes made by suppliers. We carry five million in insurance to protect our customers, have the highest safety ratings available through Department of Transportation and I am sure you have researched our online reviews from statisfied customers. Thank you for calling our tours incredible because they are
I have only been traveling with Discovery Tours for about five years and I've just booked my 50th trip. I highly recommend Discovery to anyone who likes to travel, but does not want to drive or go on their own.  Over the last 5 years, I've had Discovery cancel two trips and I've cancelled one. I have always received my refund well within the times stated in the company's cancellation policies. I have also received travel vouchers for a couple of trips that OTHER people complained were not what they expected. While they were not what I expected either, I still had a good time and felt that I got my money's worth.
Â
I am so disappointed in KOMO. It makes me wonder how many of your Problem Solver reports are hatchet jobs. Did your reporter do any research on Discovery Tours? The companies written policies state that "Refunds take 4 to 8 weeks to process" (from the original date the tour was scheduled to depart) "and can be delayed longer as we wait for all suppliers time to refund us." Can the people complaining read? I did sit next to one lady who complained about the trip we were on as well as past trips. I asked how long she had been traveling with Discovery and she said over 10 years. She had taken over 100 tours and had several more booked. Some people just like to complain.
Don and I have traveled to 135 countries and see your agency almost as a community service to those of us who canât drive anymore. Weâre 81 and 85, retired professionals who know the media likes to provide hype. We didnât see it, but if there is anything we can do, please let us know.
Â
Yours is a unique business whose service is not the same as world-wide travel agencies. I tell my friends I save money because you purchase in quantity and provide transportation, meals and good adventures for much less than doing it myself. I admire and respect the fact that your small agency can do so much. Â
Â
Yes, sometimes things have to be cancelled because of lack of interest, however the overall benefits far outweigh the occasional inconvenience. Weâve done a lot with Discovery and yes, an occasional âOOPSâ happened, but itâs extremely rare and your agency has always tried itâs best to remedy the situation and give extra benefits to compensate. Â
Â
Keep up the good work. I feel almost like weâre a family when we travel with Discovery.
Â
B Hertzog
We are behind Discovery 100%. I think you will find a lot of your loyal members are behind you. I read KOMO's article on their webpage last night and looked at the comments. Don't let those comments get to you. Most of the people that comment on the news websites just have to have something to say.
Most of them don't know what they are talking about. If it wasn't for Discovery there would be a lot of us just sitting at home. I am always amazed at the trips Melody puts together. She finds the most interesting places. I've been going on trips with Discovery for almost 10 years and have gone on over 175 trips. I have "Discovered" many interesting places that I wouldn't have seen or done without Discovery! My Mom, husband, and sister-in-law are big travelers with Discovery, also. You can quote me. Keep up the good work and don't let this get you down.
Â
Congratulations to Geo! Tell him we miss him!
Â
Sincerely,
P Nix
Discovery Tours is an excellent company. I have traveled with them many times and I will continue to do so. They have handled all of my situations (which are very few) in timely and professional manners. They treat you like family and we have so much fun on our trips. The bus drivers are safe and the hosts are helpful, friendly and I have made friends with some of them. I don't believe this story was handled properly without time for them to respond as they were away on a family function. ( a marine graduating) It is sad that the media thinks it is ok to proceed with a story without following up with all parties involved, I believe they should be held accountable to apologize on the air. The media stops at nothing to MAKE news and it is very sad. Some of the tours MUST be cancelled due to customer safety, not enough going etc and the policy for refunds is fair as the company has to retrieve the money from the vendors they pay.
There are a lot of people out there just hopping to make others look bad but how many actually give credit to those that do good?
Truth be told:Â Discovery Tours is AMAZING so I hope they don't let this upset them because they are INCREDIBLE...wonderful family!
Thank you for your time and may you all have a wonderful day
 I'd like to point out that after having traveled with many different companies, nationally and internationally, I have never had a HORRIBLE experience, and have never been scammed. To avoid this, buy trip insurance from a reputable company such as American Express, and you won't have to even worry about a problem arising.. Also, Discovery Tours offers a very good trip cancellation insurance at a reasonable cost, which allows you to cancel the trip for any reason whatsoever right up until departure. I found the comment on the BBB which Discovery Tours published in this forum, and which can be researched if you doubt its veracity, to be very interesting indeed, and in my mind discredits the BBB pretty thoroughly. I am sorry for you if you have had an unpleasant experience with a travel company, but if you have not traveled with Discovery, then how can you make an authoritative criticism of them, based upon the incomplete information published by KOMO News? One Blue Dolphin
Bless you, Melody and everyone at Discovery Tours! The unrealistic population is out there, along with the ever-present 'me, me, me' syndrome.
Â
It's been my experience that the people who complain and cause these problems are personally very unhappy and angry, for reasons we don't know about. They have chosen to take their anger out on Discovery Tours, in a very unnecessary and unprofessional way. They represent the negative, not the positive that reflects how thousands of others enjoy and look forward to taking trips that are arranged and taken care of by the great folks at Discovery Tours, including their meals, transportation, SAFETY and just plain fun on the purple bus and the trips you take us on.
Â
Here's just one positive I can offer for Discovery Tours: I was on the waiting list for over 6 weeks to take the cruise to the Panama Canal, but a cancellation just didn't take place. I called several times just to check, and the last hopeful call I made was answered by Vanessa, who asked me if I could hold for a few minutes. She came back on the line and said if I didn't mind sharing a room, that you could make room for me. And thus a fantastic Panama Canal cruise was made possible for me, even though I hadn't booked the trip before it filled up.
Â
You just keep up the good work, and know there are lots and lots and lots of us out here who have nothing but good things to say...like my being late one day, and the bus coming back to get me, and on and on and on.
I have been there and experienced that!!! I had a huge love affair going on with Discovery until such time as they changed the date for a NY trip, one I had already paid for. The new time frame would not work for me.  Yes - it would have been easier had I used a credit card, but they increase the price for those who do that. Foolish me!!! Anyway, it took months and months and more months to get the money back. Eventually I had to seek help from the AGs office, because all phone calls to Discovery resulted in word games and pointless babble. They run on very thin ice, it seems. In any event, trust once broken can't be repaired. I truly miss the tripping and trekking, but I cannot afford to deal with the way they do business.Â
Discovery Tours does respond to complaints with the Attorney General and works with them to satisfy and close files based on valid issues or problems with those not wishing to follow booking and cancelations policies.
I Just now saw the Story about Discovery Tours I will have to say that we love to travel with this Company have gone on serveral Trips, even tho we have a 35 ft RV in the Garage we much prefer to go on trips with Discovery they are the best and to make a report of a few Disgrundled unhappy People this is not fair. We have had nothing but positive Experiences and love to go on trips with them. I think that KOMO needs to look at the Happy people not focus on a few that are Cry Babies and complainer's they probably even complain about KOMO and probably do not like Small Business maybe they are out to destroy good Company's that do something Positive for Senior Citizens. Check it out again
To the Editor
Why not be honest this time and say we sent you hundreds of comment cards filled out by our customers while on tour. Instead of wording it "that they say show a number of positive reviews", why not tell them that you and your staff read them and all of them were positive reviews. Seems like you might be avoiding the issue now. Also keep in mind the BBB is not a government agency and has been under investigation by ABC's 20/20 and several State Attorney General Offices for selling good grades to businesses that become members. Since you are an ABC affiliate seems strange you would weigh so much of the story on comments from the same agency investigated. I encourage everyone to search the show ran November 16th, 2010. If Wolfgang Puck has an "F" and the Ritz Carlton Boston an "F" because both refused to become members or take their harrasing phone calls,then I am in very good company. Please note none of the 16 complaints have ever been sent to us to respond to by fax, email or regular mail. If it was so important to both you (as I assume your reporter has copies) and the BBB, we would have received them by today for comments. I also sent you an email from the Attorney General received by our office this morning that stated there are no open complaints against Discovery Tours and you did not mention this either in your response.
Discovery Tours is an excellent company. I have traveled with them many times and I will continue to do so. They have handled all of my situations (which are very few) in timely and professional manners. They treat you like family and we have so much fun on our trips. The bus drivers are safe and the hosts are helpful, friendly and I have made friends with some of them. I don't believe this story was handled properly without time for them to respond as they were away on a family function. ( a marine graduating) It is sad that the media thinks it is ok to proceed with a story without following up with all parties involved, I believe they should be held accountable to apologize on the air. The media stops at nothing to MAKE news and it is very sad. Some of the tours MUST be cancelled due to customer safety, not enough going etc and the policy for refunds is fair as the company has to retrieve the money from the vendors they pay.
There are a lot of people out there just hopping to make others look bad but how many actually give credit to those that do good?Â
Truth be told:Â Discovery Tours is AMAZING so I hope they don't let this upset them because they are INCREDIBLE...wonderful family!
Thank you for your time and may you all have a wonderful day
I have only been traveling with Discovery Tours for about five years and I've just booked my 50th trip. I highly recommend Discovery to anyone who likes to travel, but does not want to drive or go on their own.  Over the last 5 years, I've had Discovery cancel two trips and I've cancelled one. I have always received my refund well within the times stated in the company's cancellation policies. I have also received travel vouchers for a couple of trips that OTHER people complained were not what they expected. While they were not what I expected either, I still had a good time and felt that I got my money's worth.
Â
I am so disappointed in KOMO. It makes me wonder how many of your Problem Solver reports are hatchet jobs. Did your reporter do any research on Discovery Tours? The companies written policies state that "Refunds take 4 to 8 weeks to process" (from the original date the tour was scheduled to depart) "and can be delayed longer as we wait for all suppliers time to refund us." Can the people complaining read? I did sit next to one lady who complained about the trip we were on as well as past trips. I asked how long she had been traveling with Discovery and she said over 10 years. She had taken over 100 tours and had several more booked. Some people just like to complain.
The Media is supposed all about the TRUTH."Dont report until verified".BOY!!! did KOMO ever fall short in this one.What KOMO aired was not news nor was it verified.Just sensationalism.I have traveled with Discovery Tours since 2002.Been on almost 400 trips.Been all over the United States,Central America.And 8 countrys in Europe.Their drivers are all certified and Escorts well trained.I have been called few times to let me know a trip has to be canceled or rescheduled.All the information about this is printed PLAINLY in every issue of the brochures.No one can please all the people all the time,but Discovery Tours does a very good job of it. It is junk reporting like this that hurts companys who provide much needed services to keep our economy going.I dont believe there is another tour company in the United States that can provide all the tours for the price and service that Discovery Tours does. I. Kambich
Discovery Tours is an excellent company. I have traveled with them many times and I will continue to do so. They have handled all of my situations (which are very few) in timely and professional manners. They treat you like family and we have so much fun on our trips. The bus drivers are safe and the hosts are helpful, friendly and I have made friends with some of them. I don't believe this story was handled properly without time for them to respond as they were away on a family function. ( a marine graduating) It is sad that the media thinks it is ok to proceed with a story without following up with all parties involved, I believe they should be held accountable to apologize on the air. The media stops at nothing to MAKE news and it is very sad. Some of the tours MUST be cancelled due to customer safety, not enough going etc and the policy for refunds is fair as the company has to retrieve the money from the vendors they pay.
There are a lot of people out there just hopping to make others look bad but how many actually give credit to those that do good?Â
Truth be told:Â Discovery Tours is AMAZING so I hope they don't let this upset them because they are INCREDIBLE...wonderful family!
Thank you for your time and may you all have a wonderful day
Since I've travelled with Discovery (2004) I've found your handling of tours to be professional, and you go the extra mile to make sure everyone has the opportunity to have fun. Of course, whether or not a passenger enjoys the tour has a lot to do with him/her. And some things happen beyond anyone's control. As you have said, each tour is an adventure! And as far as your cancellation policy, I don't think it's any different from other tour companies. And taking 6 weeks for a refund - that's about normal for returns from just about any business, in my experience. Anyway, I've enjoyed travelling with Discovery, and hope to continue enjoying your tours. "This too shall pass."
D Dent
I have only been traveling with Discovery Tours for about five years and I've just booked my 50th trip. I highly recommend Discovery to anyone who likes to travel, but does not want to drive or go on their own.  Over the last 5 years, I've had Discovery cancel two trips and I've cancelled one. I have always received my refund well within the times stated in the company's cancellation policies. I have also received travel vouchers for a couple of trips that OTHER people complained were not what they expected. While they were not what I expected either, I still had a good time and felt that I got my money's worth.
Â
I am so disappointed in KOMO. It makes me wonder how many of your Problem Solver reports are hatchet jobs. Did your reporter do any research on Discovery Tours? The companies written policies state that "Refunds take 4 to 8 weeks to process" (from the original date the tour was scheduled to depart) "and can be delayed longer as we wait for all suppliers time to refund us." Can the people complaining read? I did sit next to one lady who complained about the trip we were on as well as past trips. I asked how long she had been traveling with Discovery and she said over 10 years. She had taken over 100 tours and had several more booked. Some people just like to complain.
To the Editor
Why not be honest this time and say we sent you hundreds of comment cards filled out by our customers while on tour. Instead of wording it "that they say show a number of positive reviews", why not tell them that you and your staff read them and all of them were positive reviews. Seems like you might be avoiding the issue now. Also keep in mind the BBB is not a government agency and has been under investigation by ABC's 20/20 and several State Attorney General Offices for selling good grades to businesses that become members. Since you are an ABC affiliate seems strange you would weigh so much of the story on comments from the same agency investigated. I encourage everyone to search the show ran November 16th, 2010. If Wolfgang Puck has an "F" and the Ritz Carlton Boston an "F" because both refused to become members or take their harrasing phone calls,then I am in very good company. Please note none of the 16 complaints have ever been sent to us to respond to by fax, email or regular mail. If it was so important to both you (as I assume your reporter has copies) and the BBB, we would have received them by today for comments. I also sent you an email from the Attorney General received by our office this morning that stated there are no open complaints against Discovery Tours and you did not mention this either in your response.
One of the finest examples of a Highly Decorated WWII Disabled Vet who was Taken to the Cleaners by Discovery Tours. My 87 yr old father and mother were frequent users, married 64 years they earn their "Discovery Tour Hat" Jackets - Vest - and then were taken for more than $69,000. We've been in court litigations for years--my father who was on 35 missions is WWII, shot down 3 times in his B17 and MIA is Purple Heart Receipient and one of the last members of the the Bloody 100. When Armondo and his wife told my father, that every letter he sent requesting payment was to be thrown unopened in the trash by their employees---they crossed the line. The contract was written by Discovery Tours and my parents trusted them, they promised to pay $500 every 2 weeks at 7% interest. The first 4 checks bounced!! As we approach 2 years of litigation and the cost of legal fees, I'm sad to say this has taken its toll on Dad. He worked hard, served his Country raised 3 children and should be enjoying life to the fullest--thanks to Discovery Tours his daily walk to the post office looking for the "pending" repayment checks is more often than not just a walk to disappointment, I'm not afraid to place my name in honor of a great Dad and hero -- Shame on You Discovery Tours, to those who praise the organization, my parents we treated fine, until they asked for payment. Diane M. Davidson University Place WAÂ
Diane, my aunt was approached by Discovery Tours to invest the same way, a promissory note was written by Discovery tours and she was promised dividend payments. I am sure there are other seniors who have invested and get no response or payments. this is the real story that KOMO needs to uncover. Keep up the good fight.
To prove libel, which is the same thing as written defamation, the plaintiff has to prove that the blogger published a false statement of fact about the plaintiff that harmed the plaintiff's reputation. Let's break that down. "Published" means that at least one other person may have read the blog. That's right, just one. A "false statement of fact" is a statement about the plaintiff that is not true. Truth is the best defense against libel.
@Diane M. Davidson  Ms. Davidson, since you felt it appropriate to make comments that are not accurate and are hurtful, allow me the opportunity to present the other side of the story. If your father is 87 years old and has earned a jacket, hat and vest... then we will guess that he taken over 200 tours with us. On these tours we have often gone out of our way to make sure that those that cannot get around easily, can get to where they are going. When they become frustrated due to age related problems, we calm them down and give them time to re-group, when they suffer personal challenges, we make them feel it was nothing. We are there to support them, entertain them, educate them and give them an avenue to make new friends. Often going beyond what is required to be sure they receive every thing they pay for an more. Discovery Tours is not a mega corporation, reeping in the profits off unsuspecting seniors. As stated by the many comments here, we are simply a family business, working hard to survive in a slow economy, offering local consumers 50 plus, a wide variety of options at all price levels, to get out of the house and not depend on their family members. Since we take these accusations seriously, you will be contacted soon to provide documentation that your comment was accurate. Otherwise you can be found legally responsible for damages.
You know how to contact me and my father. We were Just Made Aware that Your newest Lawyer quit. Surprise, There are several other past users of Discovery Tours who also are out money---did you contact them? We know who they are.  I will be posting YOUR contract with my father on this Blog--You can then state you know nothing about his $69,000--Remember you Wrote the Contact Yourself and Signed it. Have Your New Lawyer call me, we'll gather the rest of the seniors scamed by you and see who is need of an education. Families out there do not allow your seniors to give money or cash to her so they can buy another "bus"---Be watching for your Contract to Appear
Diane, my aunt is also owed money from a promissory note that Discovery tours was using to get seniors to "invest" in thier company with a promise to pay dividends. Nothing has come of it. I am sure there are other seniors who invested in this company and are trying to get their money back. I wish KOMO would do a story about these investors who trusted Discovery.
Hey, any others what to have their contacts posted. Just let Ed Hoffart or myself know.
To the Editor
Why not be honest this time and say we sent you hundreds of comment cards filled out by our customers while on tour. Instead of wording it "that they say show a number of positive reviews", why not tell them that you and your staff read them and all of them were positive reviews. Seems like you might be avoiding the issue now. Also keep in mind the BBB is not a government agency and has been under investigation by ABC's 20/20 and several State Attorney General Offices for selling good grades to businesses that become members. Since you are an ABC affiliate seems strange you would weigh so much of the story on comments from the same agency investigated. I encourage everyone to search the show ran November 16th, 2010. If Wolfgang Puck has an "F" and the Ritz Carlton Boston an "F" because both refused to become members or take their harrasing phone calls,then I am in very good company. Please note none of the 16 complaints have ever been sent to us to respond to by fax, email or regular mail. If it was so important to both you (as I assume your reporter has copies) and the BBB, we would have received them by today for comments. I also sent you an email from the Attorney General received by our office this morning that stated there are no open complaints against Discovery Tours and you did not mention this either in your response.
@Discovery Tours
WE LOVE OUR TRIPS WITH DISCOVERY, and have NEVER been disappointed. You all do a super job with the seniors. Thank you and remember TALK IS CHEEP, WE CAN STICK TO THE facts. Let the true customers tell you! the CAYWOODSÂ
We are so glad that you sent out an e mail so quickly in response to the KOMO report!! We are fairly new comers to Discovery Tours and have NO complaints!!! It's unfortunate that some people are never happy or content with life!!! Keep up the good work!!! You do provide a great service for seniors that would otherwise be stuck at home!! EVERYONE we have met so far have been friendly and professional!!!   Thank You!!!!  Kathy
We have been on a couple trips with Discovery Tours and always were pleased with you organization! B. Nolan
I LOVE how you speak your mind and stick up for yourself...I'm not sure what all this was about because I live over here on the East side of the mountain but why should ONE dissatisfied customer be allowed to speak for thousands of very satisfied customers....The "high quality" service you offer is beyond measure!! You go girl!!  L Davis
Hi!
Â
I did not see KOMO's segment but I can tell you I am a newcomer to Discovery Tours. I want all of you to know, I have had the very best in accomodations and could not ask for better service. All of you do a fantastic job and take very good care of all of your customers. I am looking forward to a spring trip to New York! Keep up the good work but don't let anyone walk all over you!!!
Â
J Aho
Thank you for this detailed explanation regarding the KOMO report. I did hear a portion of it and was questioning the substance, This explanation from you will help all of us that travel with you have an accurate answer should we be asked. Let's just call this a bump in lifes road and move on. M Masek,
a happy Discovery Tours traveler.
Dear Discovery Tours -
I have been taking Discovery Tours with a friend or two for a few years.
We have never been seriously dissatisfied with any tour, and the little things that happened could have done so on any tour, with any company.
Please be advised that when the economy is better, I will be taking tours again and enjoying them just as I always have in the past. I hope that the company is not seriously affected by it. Good luck!
Â
S Hayami
Thank-you for posting the other side of the story. I will be sure to forward on to friends   K. Meyers
Â
Kudos to the Lewis Country District Court small claims action and to KOMO Problem Solvers! Wish to notify everybody that, after a full year of trying, yesterday the final installment in our refund for our trip cancellation was made to our account. We had received nothing until these actions were taken and I am grateful that due process was the road to success. Never give up!
To prove libel, the same thing as written defamation, the plaintiff has to only prove that the blogger published a false statement of fact about the plaintiff that harmed the plaintiff's reputation. Let's break that down. "Published" means that at least one other person may have read the blog. That's right, just one. A "false statement of fact" is a statement about the plaintiff that is not true. Truth is the best defense against libel.
 @Anne R. umm, guess I'm confused, wouldn't a FINAL installment on your refund say you've been getting payments?? and NOT that you'd received "nothing"??  Maybe Discovery needs to make your account public, showing how long ago you actually got reimbursed.
@Anne R.
Anne R.  Once again you cannot continue to make inaccurate claims and can be held responsible for them. Be sure you review what you post. Please review your cancelation policy which clearly says 4 to 8 weeks after the date of the original departure. We have proof you were refunded in full before the airing of KOMO news. Unfortunately we will need to move forward today.
I have only been traveling with Discovery Tours for about five years and I've just booked my 50th trip. I highly recommend Discovery to anyone who likes to travel, but does not want to drive or go on their own.  Over the last 5 years, I've had Discovery cancel two trips and I've cancelled one. I have always received my refund well within the times stated in the company's cancellation policies. I have also received travel vouchers for a couple of trips that OTHER people complained were not what they expected. While they were not what I expected either, I still had a good time and felt that I got my money's worth.
Â
I am so disappointed in KOMO. It makes me wonder how many of your Problem Solver reports are hatchet jobs. Did your reporter do any research on Discovery Tours? The companies written policies state that "Refunds take 4 to 8 weeks to process" (from the original date the tour was scheduled to depart) "and can be delayed longer as we wait for all suppliers time to refund us." Can the people complaining read? I did sit next to one lady who complained about the trip we were on as well as past trips. I asked how long she had been traveling with Discovery and she said over 10 years. She had taken over 100 tours and had several more booked. Some people just like to complain.
Since I've travelled with Discovery (2004) I've found your handling of tours to be professional, and you go the extra mile to make sure everyone has the opportunity to have fun. Of course, whether or not a passenger enjoys the tour has a lot to do with him/her. And some things happen beyond anyone's control. As you have said, each tour is an adventure! And as far as your cancellation policy, I don't think it's any different from other tour companies. And taking 6 weeks for a refund - that's about normal for returns from just about any business, in my experience. Anyway, I've enjoyed travelling with Discovery, and hope to continue enjoying your tours. "This too shall pass."Â
D Dent
As a manager of a business myself you will never please everyone and there is always going to be that one person who goes over your head
without talking to you first....I am appalled by what the news did, they should have tried harder to contact you or research the situation before
airing a false story. Â I am not impressed with the media and will continue to book tours with the best tour company ever!
All of my friends will do the same because Discovery is family! Â People like Armando, David, Chad, Doug, and many more make it so....
I was charged twice for an expensive tour and I brought it to your attention and it was taken care of in a timely manner. Â Some people, I tell you. Â
Don't ever stop what you are doing...I look forward to seeing Discovery around for years to come.
Thank you   T Baydo
A VERY HAPPY CUSTOMER!
same user name bunches of posts your not fooling anyoneÂ
@Jim I can personally vouch that the comments they are posting from their name are true because one is from myself that I posted on facebook so I believe they are all true. I personally know some of the hosts and bus drivers having many travels with them and I have no issues at all with this company. Thank you for your time.
Many emails are being forwaded from our customers to Discovery Tours and KOMO. Since the editor did not share this, we felt it only fair the General Public see them and have posted them here for you to evaluate.