LLC Orient Adventure of Dushanbe - Bad Cutomer Service, Lying, Dishonest
I just completed an 8-day/7-night Dushanbe to Osh Pamir Highway + Tajik Wakhan Tour (April 13-20, 2016). I write this report as a review of the Tour Agency that had organized my tour, LLC Orient Adventure of Dushanbe. The program was prepared by my travel agent and agreed to by LLC Orient Adventure, and approved by me. Total cost for a single person including transport by Toyota RAV 4x4 AC and hotels/homestays as indicated was $1400 + $50 for the travel agent = Total $1450. Program and everything else was in writing to avoid any chance of misinterpretation. On April 11th, I met Ruslan, Executive Director and Firooz, Manager in Dushanbe. Everything was agreed to per the tour plan, with 700 USD at the start and 700 USD in Murgab. So far so good.
On the 13th, when car came to pick me up, I realized it was a Hyundai CRDi and not Toyota RAV 4x4. Driver and guide told me not to worry and that it was Pamir-worthy. I took that at face value and we continued to Qubodian City to visit Takht-i-Sangin and Ajina Teppa. On the way, in about 2.5 hours, car broke down. It was figured that perhaps the diesel was the problem and we continued after cleaning the fuel pump. Later again the same thing happened and we had to continue cleaning the fuel pump.
Next day, Day 2, in the hot weather of the plains near Kurganteppa, when I asked AC to be turned on, AC was found to be non-functional. Then we went around getting diagnoses and advised to get Freon replacement. No Freon could be found s we continued after wasting about 2 hours. At this point, I complained to Firooz and he promised a new car and driver in Khorog. I again took this at face value.
Day 3 was the worst: every 50 KM or so, car would die, driver would clean the fuel filter and let a liter of diesel flow and we continue. This was further exacerbated by a repair to the front axle which took over an hour. Again, I complained to Firooz who again promised a new car once I reach Khorog that very same day. I also asked him if he was keeping Ruslan in the loop and t tell Ruslan that I was not happy with the service.
We reached Khorog about 3:30 PM on Day 3. Driver dropped me off at the hotel and we agreed to go to Botanical Gardens at 5 PM. When I came down at 5 PM, I was told that the driver was off to get the Fuel Filter fixed/replaced and that a replacement taxi would take me to Botanical Gardens. I did that and came back. Driver told me that Firooz said we will continue with the car since it was “fixed” now. At this point, I forced the issue and said that I will NOT continue this trip with that car under any circumstances since the car was NOT road worthy (especially Pamir) and that I was continually being lied to. I also emailed to this effect to Ruslan. With this, finally at 11 PM a different Pamiri vehicle and driver were found to take me to Murgab. With that, I continued the trip.
In short, here’s the summary:
(1) They gave me a different car - instead of AC Toyota Rav 4x4, I got a Hyundai CRD 4x4. This was a breach of the written contract.
(2) The AC didn't work and on Day 2 (and after or before), we spent 2 hours to try to get AC fixed.
(3) For 3 days, we wasted many hours emptying/cleaning fuel filter.
(4) On Day 3, driver had to spend an hour to tighten some wheel bolts or so.
(5) At some point on Day 3, I also heard thru the grapevine that since I am NOT paying enough (!?), I was given this vehicle and would not be given a replacement vehicle.
In other words, my time was wasted without any care and everywhere we ended up arriving late. Then they lied for two days, hoping to just fix the vehicle and leave me with it in the inhospitable terrain of Pamir. On top, I was blamed for not paying enough – pray tell, what would be a sufficient amount? If it was not sufficient, why did you agree to my business?
I would NOT use this agency again.
In all this, the drivers were excellent and never made me feel any lack of courtesy or hospitality.