L & M Tours

L & M Tours, a travel agency operating from its office on 63rd Street in Brooklyn, presents a complex picture for potential clients. The company offers a wide array of services, from multi-day bus tours and casino trips to local New York sightseeing tours. However, customer experiences are deeply divided, painting a portrait of a business with significant inconsistencies in service quality and reliability. While some patrons report satisfactory and enjoyable trips, a substantial volume of recent feedback highlights serious issues ranging from misleading sales tactics to poor operational execution.

The Positive Experiences

For some travelers, L & M Tours has been a reliable choice for organized excursions. At least one long-term customer has reported taking numerous trips with the company without encountering any problems. In these positive accounts, the crew and drivers are described as nice, and the overall experience was pleasant. This suggests that the company is, at times, capable of delivering well-managed and enjoyable travel packages. These successful trips seem to provide the convenience and structure that people seek when booking through a tour operator, allowing them to visit destinations like Atlantic City or other regional attractions without the hassle of planning logistics themselves.

Even within less-than-perfect experiences, certain elements have been commended. For instance, one customer who had several complaints about the logistics of their tour still noted that the commentary provided during a boat trip was informative and that the journey offered good views of the Statue of Liberty. This indicates that the core components of some tours can be valuable, even if they are surrounded by significant organizational flaws.

Widespread Concerns and Criticisms

Despite the occasional positive report, the prevailing narrative from recent customer reviews is overwhelmingly negative. A pattern of significant problems emerges, which prospective clients should carefully consider before committing their time and money.

Deceptive Sales Tactics and Misinformation

A primary and recurring complaint centers on the company's street-level sales practices, particularly those targeting tourists near high-traffic locations like the Staten Island Ferry terminal. Multiple customers describe being approached by sellers who allegedly provide false or misleading information to secure a sale. These reports include:

• Inaccurate Schedules: Travelers were sold tickets for tours at specific times, only to arrive at the departure point and discover those times did not exist, leading to long, unexpected waits. One customer was sold an 11:15 AM tour, but the boat only ran at 11:00 AM and 12:30 PM.
• Misleading Inclusions: A customer was explicitly told their Statue of Liberty tours package included a stop at Ellis Island, which turned out to be untrue.
• Hidden Costs: One tourist agreed to a $35 price per ticket but was shocked to see the receipt showed $49, a difference attributed to undisclosed taxes and fees after the payment was made.

This approach has led many to label the operation as dishonest and predatory, creating a deeply negative first impression that taints the entire experience, regardless of the quality of the tour itself.

Poor Customer Service and Lack of Professionalism

Beyond the initial sale, many customers report a steep decline in service quality. Once payment is made, the helpful demeanor of the sales staff allegedly disappears, replaced by rude and unhelpful tour guides and pier staff. This lack of professionalism extends to the drivers and the overall management of the excursions. One review from two years ago cited a driver who was consistently coughing and blowing their nose without a mask for an entire four-hour drive. The same driver was reportedly reluctant to make a rest stop and only did so after getting lost. Such experiences point to a systemic failure in staff training and customer care.

Operational and Logistical Failures

The issues appear to go beyond individual employees to the very structure of the tours. Customers frequently describe a chaotic and disorganized process. For example, after purchasing tickets for a boat tour, a group of travelers was directed on a convoluted journey involving a 10-minute walk to a bus stop, a 15-minute wait for a bus, a 15-minute bus ride, and then being left at a stop with no instructions on how to find the pier, which took another 15 minutes. This turns what was advertised as a quick and convenient tour into a frustrating and time-consuming ordeal. Furthermore, reports suggest that some bus tours are oversold and constantly full, making it impossible for ticket holders to get on. For a business marketing itself as a provider of organized packaged tours, these logistical breakdowns are a critical failure.

Vehicle and Amenity Concerns

The quality of the vehicles used is another point of contention. Several reviews mention buses with no air conditioning, forcing passengers to swelter in discomfort. In a particularly concerning account of a multi-hour trip, a 12-passenger minibus was used that had no onboard bathroom, a significant oversight for any professional charter bus service. These deficiencies in basic amenities demonstrate a disregard for passenger comfort and safety.

A Risky Proposition for Travelers

Synthesizing the available information, L & M Tours appears to be a company with a dual identity. On one hand, it may successfully operate pre-booked bus tours and vacation packages from its Brooklyn office, catering to a base of repeat customers. On the other hand, its street-sold sightseeing operations are plagued by reports of dishonesty, disorganization, and poor service. Potential customers face a gamble: they might have a perfectly fine trip, or they could fall victim to the numerous issues documented by frustrated travelers.

For those considering using L & M Tours, extreme caution is advised. It seems prudent to avoid purchasing tickets from their street sellers and to instead engage directly with the company, if at all. It is essential to get every detail in writing before payment, including exact schedules, all inclusions, the final price with all taxes and fees, and the specific amenities available on the vehicle. Given the weight of negative feedback, travelers looking for a reliable and stress-free experience may find better options elsewhere.