Queen City Tours and Travel

My husband and I were going to be in Charlotte and I wanted to take him on a ghost tour. This was the only company that offered them. I have toured all over the world and you always have to have advanced reservations. especially as you get close to Halloween.
So about 2 weeks before our trip I went on line to order our tickets. First of all I was a travel agent for 12 years and their website is the worst I have ever seen. It is nothing but ads. After a exhaustive search I found the tab about the ghost tour. It isn’t that easy to find. All the other ghost tour tickets I have purchased, you purchase them for a certain time
First it tells you to check the availability before you order your tickets. You click on that link and it just takes you to their contact page. Then it says to text them the day before to see if they have availability for your tour. So you pay then hope you can get on the tour? I was coming from out of town and could only manage Friday at 730. So I called to ask about this before I purchased tickets. I got voicemail. I called 3 times and apparently they have no idea how to return phone calls. And yet they are also a travel agency. Very unprofessional.
I went ahead and purchased my tickets. My husband and I went on vacation and I ended up getting very sick and had to cut my vacation short. Since I didnt purchase my tickets for a certain time, I figured I would let my friends in Charlotte use them. I texted the number explained by situation and let them know my friends would like to do the Friday tour. I received a reply telling me first of all I should have used the link to make sure they had the space. OK First of all if your to text the day before how do you know if there is space for your party? But I informed them that their link takes me to contact page. Then it was well your supposed to call us or email us (that is never mentioned on the site). I mentioned that I called 3 times but no one could take the time to contact me.
They are very unprofessional and rude. Their ticket system makes no sense. You pay in advanced and hope you can get on the tour you would like. And since I purchased a ticket for no set time. then I should be able to use this when I want.

The money was due on July 27^th and was sent July 27^th through paypal. The money was paid on the date it was due.
We were told to be ready for the tour at 8:45am on August 3^rd. I received the text from Queen City Tours and Travel at 8:35am on August 3^rd that there may be a delay. That is 10 minutes before the tour was to start.
The money from Queen City Tours and Travel to the bus vendor was not sent until July 31. Four days after they received our final payment.
Unfortunately Queen City Tours and Travel failed to confirm with the bus vendor before they confirmed with the family reunion.
As of today, we have still not been issued a refund.