Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a rail trip through Freshtracks. Freshtracks sold us travel insurance in connection with that trip. Subsequent to these purchases, my wife was diagnosed with stage 4 (incurable) cancer. The dates of our trip directly interfered in her diagnostic phase (we knew she had cancer, but not her metastasis).We filed a claim with full documentation. Despite a half dozen attempts to inquire about the status of our claim, we cannot get more than an automated email response.

  

  Business Response

  Date: 26/11/2024

  Dear Mr. ******
  

  Thank you for bringing this matter to our attention. I am very sorry to hear about your wifes illness and to learn about the issue you are having with our insurance provider, ***. Fresh Tracks Canada (FTC) takes these complaints very seriously and I understand your frustration with the lack of response from MSH. Our records indicate your Customer Experience Specialist provided the necessary documentation on August 27th, 2024, and that we have not heard from you since that time. Our team has now reached out to *** directly to check the status of this claim and to request they follow up with you immediately. Please be assured that *** will do everything possible to help facilitate your claim. Please also do not hesitate to reach out to me directly.

  
  Sincerely,
  ****** *****
  Director, Legendary Hospitality

  Customer Answer

  Date: 26/11/2024

   
  Complaint: 22600033
  
  I am rejecting this response because we uploaded every document they requested that supports our claim. We can provide them, again, but they should search their records. We responded to their request within a few days.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/12/2024

  Dear Mr. *************** understand your frustration and are sorry about the delay by our insurance supplier *************. Thank you for providing the supporting documents that were already submitted directly to the insurance company. We have been in contact with *** and have escalated this matter with the claims manager, requesting they contact you as soon as possible. We will continue to follow up on this until we know that MSH has been in touch with you with more details.

  Best Regards,

  ****** *****

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22600033
  
  I am rejecting this response because:

  the EOBs indicate the claims will be paid within three business days, but we have not received payment. We provided them with a VOIDED check so they can make a deposit.

  Except for the lack of payment we are satisfied.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 17/12/2024

  Dear Mr. ****************** you for the follow up. *** claims department has advised that the wire transfer was released from their bank on December 9th and that the payment should be received this week in your account. I have sent you a direct email to confirm if the payment has arrived. If it still has not arrived we will follow up again with *** to understand where the block is for the payment. We would like to get this resolved for you before the holiday break if we can.

  Thank you for your patience as we try to resolve this for you.

  ****** *****

  Customer Answer

  Date: 17/12/2024

   
  Complaint: 22600033
  
  I am rejecting this response because:

  Only one of our two claims was paid. We attached **** for both claims. We do not know which claim was paid because the wire transfer we received on 12/11/24 does not identify which claim was paid.

  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 19/12/2024

  Dear Mr. ****************** you for the email today to advise that your second claims payment was received, we are happy that we were able to communicate on your behalf with ************* to provide you with a positive resolution. 

  Thank you and regards,
  ****** *****

  Customer Answer

  Date: 20/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  THANK YOU BBB. MERRY CHRISTMAS, HAPPY HOLIDAYS, ETC.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ********************** Trip in April 2023 from Fresh Tracks Canada and travel insurance from their recommended company *****************. Near our departure date of August 24 the fires in that area of Canada were severe with ******** government warnings about poor air quality and particulate danger warnings . We cancelled our trip and immediately filed a claim with all accompanying documents required by *****************. After weeks of delays trying and unable to learn information regarding our claim from ***, we appealed to Fresh Tracks. They eventually informed us that our claim had been approved ; we were asked to submit wire information to receive our funds of $14,000. To date, our funds have not arrived and after many calls and emails to Fresh Tracks and ***, we feel we have been *********. We have been informed by Fresh Tracks that they contacted the *** Claims manager but *** says the wired money has been lost. It is now November and are seeking help from any ******** agency which can help us receive our funds. Please contact us by email **************** Thank you.

  

  Business Response

  Date: 10/11/2023

  We are sorry to hear that the *** insurance refund issued by wire transfer has not arrived, we take these matters very seriously and have escalated this to the management team at *** Insurance. They have assured us that they are working on this and have advised that they will be in contact in ***** days. We will pass on any details or updates as they become available to us. Thank you for reaching out to us so that we can resolve this matter on your behalf with *** Insurance.  

  Customer Answer

  Date: 11/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:This is the same response weve had from Fresh Tracks and *** for weeks and is why we contacted BBB.  The claim was approved and Fresh Tracks and/or *** has not sent our funds regardless of what kind of problems they might have within their companies. We have had to repeatedly call and email to receive any response at all concerning this claim.    It isnt complicated to send a check safely to us via *** or ***** delivery to resolve this issue.  We will continue to seek help resolving  this issue with appropriate authorities since Fresh Tracks only response (via a claims agent) has been for us to wait over and over.  No supervisor has contacted us at any time.
  
  Sincerely,
  
  ****** And ***********************

  

  Business Response

  Date: 15/12/2023

  It is very unfortunate that the *** insurance refund issued by wire transfer has still not arrived, we take these matters very seriously and have continued to escalate this to the management team at *** Insurance. They have advised us that the 2nd wire payment attempt was successful and that the money is shown as deposited. We have requested a copy of the deposit confirmation so that we can share this with you for proof. They have assured us that we should expect a document next week which we will pass on to you. We will continue to work with *** so that we resolve this matter on your behalf with *** Insurance.  

  Customer Answer

  Date: 19/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  ******** ************* (our bank) has repeatedly checked as far as they can to determine if any wired funds have been sent with our name, address, the amount of expected funds.  They have not found evidence and have said that a tracer should be placed by *** which should show the exact path if the funds if they were sent as stated. We requested this weeks ago but *** has only provided a statement that they sent the funds and the funds are in our account which is not correct.
  Sincerely,
  
  ****** And ***********************

  

  Business Response

  Date: 22/12/2023

  Thank you for your email.

  At this time, the bank for *** insurance has advised that the monies show as deposited. We understand that this does not seem to be the case from your bank's feedback - to support this response from your bank it would be beneficial to provide proof of account that no monies have arrived, a request by ***. Fresh Tracks Canada has suggested that perhaps the two banks should connect and understand where the monies are deposited and why they are not appearing in your account. This is an ongoing investigation which Fresh Tracks Canada will continue to monitor and support, with open communication between both yourselves and *** insurance, however at this time we cannot issue any further refunds as this an active open insurance claim.
  
  Thank you.

  Customer Answer

  Date: 30/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The communication between us and Fresh Tracks/*** has been the same since our trip cancellation was approved in September 2023.  Since Fresh Tracks and the *** insurance company would not accept our repeated statements saying that our banks wire department had checked several times at our request for any funds which had arrived with our name, address and account information , our bank ************************ , has provided a pdf statement stating this and copies have been sent to each company.  It is not our responsibility nor is it possible to assist in any way finding the funds that they claim were sent.  Reputable companies have the means and should be capable of tracking disbursed monies .  It is now **** .We continue to struggle getting the funds due us from the travel insurance we purchased in May for the ill-fated trip in August.
  
  Sincerely,
  
  ****** And ***********************

  

  Business Response

  Date: 12/01/2024

  We are happy to report that on January 11th, ****, we received confirmation by the customer that the the funds were finally deposited to their account. We do understand that the length it took to resolve this issue was much longer than it should have been and Fresh Tracks Canada will be working with *** Insurance to ensure this type of situation does not happen again. Thank you.

  Customer Answer

  Date: 15/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And ***********************

• Initial Complaint

  Date:27/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My girlfriend and I ended our 21-Day Rail Trip with Fresh Tracks Canada, which commenced on September 1, 2022. We paid USD 36,595.60 for the vacation. We told the sales representative (Sam) that it was a bucket list vacation and we wanted the best accommodations and amenities. He reassured us that he understood our expectations and priced the package accordingly. After a few more assurances from Sam, we signed the contract and paid our deposit on February 28, 2022. We paid all required payments and expected a detailed itinerary on or about August 1, 2022. However, we did not receive the travel instructions until two weeks before departure. During the trip, we found the hotel accommodations less than desirable – many of the rooms were in the worst locations on most of the properties, the meal vouchers were for subpar meals, and we felt like refugees or red cross workers when questioning the specifics or asking about the room or meal upgrades. I would be shocked to learn that Fresh Tracks Canada used half our funds on the trip.

  

  Business Response

  Date: 05/10/2022

  It’s always disappointing to hear that a customer has not enjoyed their vacation. In this case, we would like to respond to the complaint, as we believe aspects are not accurately represented. These customers booked a Westbound Coast to Coast trip. Each section of this trip is customizable and their package included Prestige Service onboard VIA rail from Toronto to Jasper, ******** Service on the ***** *********** from Banff to Vancouver, and Deluxe hotels. It should be noted that the Prestige Service and ******** Service refer only to these specific components (VIA Rail and ***** ***********, respectively) and not the service levels for the entire trip. 

  
  As for the Deluxe hotels, we can confirm that ******** hotels were booked for all of the destinations where ********* are located.  The exceptions were in Halifax, where there are no ******** properties, and Kamloops, where there are no *********, nor any 5-star properties. In addition, the Kamloops hotel is part of the package supplied by ***** *********** and was booked by that company.

  For the hotels that we do book, we request specific room types at each of the properties and always try to have guests upgraded, when available. Unfortunately, we cannot always guarantee where the rooms will be located in the hotel, as this is based on availability, when the guests check-in at each property, as well as occupancy. Some hotels will oversell and move guests, which is beyond our control. 

  We are surprised to hear about the issue with the meal vouchers, as we have received a number of positive reviews for these meals.  When we heard from the customers while they were on their trip that they wanted an alternative, we made dinner arrangements that were more to their liking and received the feedback that they were very happy.

  
  In our efforts to provide support to these customers during their trip, we stayed in touch with updated information on the wildfire situation in Jasper.  Much of the town was without power, however the ******** ****** Park Lodge was not impacted and they were able to continue with their planned trip. When they advised us that they were tired of waiting at the ******** Chateau Lake Louise and wanted to move to their next destination before their scheduled tour and transfer, we were able to move them to an earlier transfer without any additional cost to the customer. 
  

  Attached are both the Quote (TOBI-K***** & Donovan), which the customer received prior to agreeing to the booking, and the pre-departure package provided before their trip. These documents identified the details of their trip and the hotels we booked, which were as follows: 
  Halifax:  ****** Place Hotel Halifax – ****** Room with King Bed
  Quebec City: ******** Chateau Frontenac – Deluxe City View Room
  Montreal: ******** Queen Elizabeth Hotel – ******** View Room
  ******** Royal York: ******** Room with 1 king bed
  ******** ****** Park Lodge: ******** Room with 1 king bed
  ******** Chateau Lake Louise: ******** Gold Floor with King Bed
  ******** Banff ******* Hotel: Gatehouse Suite
  ******** Hotel Vancouver: Deluxe City View
  
  We strive to create memorable and enjoyable vacations for our customers. All of our suppliers are top of the line. Most hotel rooms, tours, transfers and meals are tried and tested by different members of the Fresh Tracks Canada team before we use them. Due to COVID, we have not been able to review some of these components over the last two years and are in the process of having our team inspect each to see if any need to be amended.  
  

  In closing, we would like to stress that the price paid for this trip does match the services received and what we offer online. These customers were on the road for 21 days, including 7 days in either Prestige Class on VIA Rail or ******** on the ***** ***********. This Coast to Coast package is one of our most popular trips every year. It usually receives glowing reviews. 
  

  
  

  Customer Answer

  Date: 06/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Halifax: Our room faced a side street with a bar blocking our view of anything.

  Quebec City: When we arrived, the hotel did not have a reservation for us. They said it was canceled because we showed in their system as a no show.  

  ******** Jasper: Our room was at the very end of the property facing the back of the hotel shuttles.

  ******** Banf Springs: Our room was in a separate property, in the basement, with a full-size window with a public walkway directly in front of us. We were basically on display to the public for our entire stay.

  When we used our meal vouchers, the restaurants took away the real menus and replaced them with a very limited, low-quality menu. They treated us very differently and made our dining experiences less than desirable.   

  We corresponded with Fresh Tracks with other concerns (such as being informed that ****** was canceled due to the fires, going to our scheduled cruise & our voucher was not valid, etc.) only to receive automated responses from Justine saying she was not working. We ended up calling CS and being helped by other associates. We even had to reach out to the CEO early on our trip with concerns.   

  We have all of the exchanged emails, pictures and receipts to back up all of the claims. 

  This is just a glimpse of our 21-day trip. Had Sam have been upfront about trip, we would never had spent over $36,000.00 for our "trip of a lifetime." However, it did take us a lifetime to pull the trigger based on Sam's presentation.

   

   

   

   

  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 19/10/2022

  Thank you for the additional details provided. We see these customers are frustrated and are sorry to hear they were disappointed in their trip. Unfortunately, many of these issues stem from our suppliers. The vacation quoted by our sales agent was the one provided. That said, we would like to work with these customers to make things better. Louise Weiss, our Director of Legendary Hospitality, will be reaching out to them shortly.