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:09/25/2022

  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.

  I (*********************) and *********************** (my wife) attended an online presentation on September 3, 2022. The co-owner offered membership to Travelon Wholesale Club and informed us that we would receive the login details and food credit voucher (worth 400 USD) by e-mail within a week if we joined the membership. As I could not access the website member's page with login at that time, he agreed to provide me with a full refund and cancellation if I was not satisfied with the service within three days of receiving login details (which I received on September 8, 2022). I have attached your e-mail confirming the above fact in the attachments.I spent some time searching and comparing the pricing on the Travelon wholesale club website and other websites, and I am not satisfied with the discounts. So, I would like to request a full refund of my credit card payment towards (Travelon Wholesale club - USD ****), and also request a cancellation of the service as we agreed. I have attached a purchase agreement for him to look over. In addition, I have also included a comparison of a resort cost from Travelon wholesale club and the ************ website. "I want to receive a full refund on the same credit card I used for this purchase. If you need any more information, please do not hesitate to contact me. I want to receive the credit card payment as early as possible to avoid any credit card interest charges on my account."He responded that the refund had been approved and I could see the credit back in my account in 3-5 days which never happened. I approached him because I was scared, and I told him that you did not deliver what you promised, and I would take further steps; he told me that his legal team would contact me. I am scared, and I initiated a credit card dispute (in the process) on the 6th business day after not seeing the credit in my account. I am requesting my paid money back as they promised me. All documents are attached.

  Business Response

  Date: 02/23/2023

  Our wholesale membership program guarantees to have the lowest published price, period. In the very rare instance that the member finds a better price, we will refund 110% of the difference, provided the comparison is like for like (same room, same extras). For example, in this case a competitor quote is for a suite with one queen **** and our package includes a luxury view suite, two queen ***** and one full **** breakfast, and water park tickets. Therefore, it would not be reasonably the same inventory, is just needs to be like for like, basically the same offer. The competitors quote must include all the same benefits, and not just a hotel suite with one queen **** Additionally, the member could check back after inventory is updated, and the new price gets posted. It may very well be a simple case that inventory changed and our system hadnt updated at the time of the search.  In the very rare occasion a competitor is offering a lower price and selling at a loss, they would be violating parity rules, subjecting them to forfeiting their license, assuming they have one. If for some crazy reason, the competitor had the exact same package at a lower price than wholesale, no problem, our lowest price guarantee (in writing) would reward the member with 110% of the difference. The client simply signs into their membership website and submits a claim, the entire process takes 5 minutes.
  
   
  
  Again, whatever the reason, system not updated, or a competitor breaking parity rules and offering the same inventory at a loss does not matter as our members are always guarantee to have access to the lowest available cost, which is wholesale. Our members pay the wholesale price we pay, and not a ***** more.