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:01/10/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 am filing this complaint due to the unsatisfactory experience with ETTSI and request the following refunds:$50 certificate activation fee.$29 stop payment fee was incurred when I had to cancel the reservation check. I also want the $149.29 fee refunded if the stop payment on the check doesn't stop them from cashing ***** husband and I participated in a timeshare presentation and were awarded two free hotel nights. However, we had to pay a $50 activation fee to redeem the certificate (Certificate Number: 3OB04455-1699476569-448). My initial reservation attempt in April 2024 did not materialize. For my second attempt, I was charged $149.24 and booked at the ****************************** in ************, **, a substandard hotel with numerous negative reviews highlighting ***** infestations and unclean conditions??Despite assurances that the accommodations would be equivalent to a Comfort Inn-type property, ETTSI failed to meet its promise. I raised concerns about the hotel's poor reputation before the booking was finalized, but ETTSI refused to make changes or cancellations. Furthermore, their policy of not revealing the hotel before confirming the payment undermines transparency and customer trust??Snapshots of the resort's negative reviews can be found online, with complaints emphasizing its unsanitary conditions and pest problems?Resolution Requested:Refund of the $50 certificate activation fee.Refund of the $29 stop payment fee for the reservation check, as the reservation's terms were misleading and substandard. If my check for The experience with ETTSI has been frustrating and unsatisfactory. I request immediate action to resolve this issue and prevent similar situations for other customers.******************************************************************************

  Business Response

  Date: 01/21/2025

  A refund check in the amount of $50.00 will be mailed to you.

  Customer Answer

  Date: 01/31/2025

  Hello,
  

  I didnt receive notice of the companys resolution until now. I will accept the $50 refund. What must I do?

  Business Response

  Date: 02/03/2025

  Date Sent: 1/31/2025 8:13:23 PM
  

  Hello,
  

  I didnt receive notice of the companys resolution until now. I will accept the $50 refund. What must I do?

  Customer Answer

  Date: 02/03/2025

  Date Sent: 1/31/2025 8:13:23 PM
  

  Hello,
  

  I didnt receive notice of the companys resolution until now. I will accept the $50 refund. What must I do?

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair 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 took part in a "90 minute" timeshare presentation at the *************** in ********* last April. It turned into a 4 hour very stressful and high-pressure sales pitch. In return for us attending this, we were told that we would receive a 2 night stay free of charge at a location of our choosing throughout the **** In the past several months, we have been dealing with Executive ****************************** I am not surprised to see that they have an "F" rating with the BBB. They first charged us $50 for an activation fee. Then, they said we had to mail in our requests in writing for the dates and locations of places that we would like to stay at. Over the past few months, we have picked 10 different dates including weekends and weekdays, focusing on non-peak travel periods. We have selected dates in October, January, February, March and April. Every time we mail in a date request, Executive Tour and Travel responds by email and says the dates are not available "unless we are willing to take part in another time share presentation". We refuse to go through that horrible ordeal again. We already attended a 4-hour presentation and would like to redeem our travel voucher that we were given. This company not only refuses to honor the voucher, but they also stole $50 from us! In reviewing the other complaints on this BBB website, I see we are definitely not alone.

  Business Response

  Date: 11/26/2024

  As per the terms and conditions printed on your certificate you are eligible for a refund because your dates were unavailable. Refund instructions have been emailed to you, please follow the steps to have your refund processed.

  Customer Answer

  Date: 12/06/2024

  We have made numerous written requests to this business.  All of our contacts have been ignored. This business refuses to reimburse us and they will not honor the voucher that we are entitled to. 

  We again are requesting that they provide us with a 2 night stay at a hotel, as indicated on the voucher AND reimburse us the $50 refundable activation fee. 

  We have provided this business with 10 different dates and 2 locations of which we are available.  The business will not honor the voucher unless we are willing to take part in a second timeshare sales presentation.  

  Business Response

  Date: 12/12/2024

  Refund instructions were emailed to you on 11/26/24. Please follow the steps to obtain your refund:

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22537423
  
  I am rejecting this response because:

  We have already followed their instructions and mailed MULTIPLE requests in writing for the $50 reimbursement but this company still refuses to honor the voucher or reimburse us the $50 activation fee that we paid for. 

  Additionally, this BBB complaint is also in writing requesting reimbursement for the $50 but Executive Tour & Travel still is refusing to reimburse us. 

  We will be filing a formal complaint with the ************************ next. 

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

  Business Response

  Date: 12/17/2024

  We have yet to receive a refund request from you, how were you submitting that were request?

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22537423
  
  I am rejecting this response because:

  We have mailed our request to their physical office in ************, ** on several occasions because they tell us that they refuse to honor our refund request in email or by phone. 

  Therefore,  we have asked the BBB to intervene and help us get back the $50 "refundable" activation fee that we paid. We again are putting this request in writing here as part of our BBB complaint. 

  It is fairly obvious that this company has no intentions of reimbursing us, just like they never planned to honor our 2 night hotel voucher. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 12/18/2024

  Our office is not located in ************. Please see the email below that was sent to you via email multiple times with the refund instructions:

  RE: Certificate Number 3OB07713-1686164169-022
  
  Dear *********** ******,
  As per the Terms and Condition of the offer:
  You may cancel this contract (this certificate) without any penalty or obligation within 30 days from the date of purchase or receipt of this certificate, whichever is later, and receive a full refund or your Deposit or Activation Fee.
  After ******************************************************************************************* with a reservation request, you will not be eligible for a refund until after you travel unless accommodations or facilities are not available pursuant to a request for use as provided in the contract.
  To obtain a refund of your deposit or activation fee, you must submit your refund request in writing by fax or mail only and the request must include at least the last 6 digits of your certificate number and your signature.
  Please submit your written refund request to:
  ETTSI Refund Department
  P. O. Box 10627
  ***********************-0627
  OR  via fax: **************.
  Please submit your request only once. Multiple request will only slow your refund process down. We will send you an email confirmation within 24 hours of receiving your refund request.

   

  Customer Answer

  Date: 01/03/2025

  I resubmitted my formal written request to the address this company provided in their response on 12-18-24. However,  it has been more than 2 weeks and I still have not received my reimbursement.  Again, this company is a scam. Since they refuse to reimburse us despite this written request through the BBB, I recently filed a complaint with the ************************. I also filed a separate complaint with ****************, as they issued this bogus voucher in the first place. 

  Customer Answer

  Date: 01/03/2025

  Date Sent: 1/3/2025 12:11:08 PM
  I resubmitted my formal written request to the address this company provided in their response on 12-18-24. However,  it has been more than 2 weeks and I still have not received my reimbursement.  Again, this company is a scam. Since they refuse to reimburse us despite this written request through the BBB, I recently filed a complaint with the ************************. I also filed a separate complaint with ****************, as they issued this bogus voucher in the first place. 

  Business Response

  Date: 01/07/2025

  Please provide the address you are submitting the refund request to. The refund department has not received a request as of yet.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22537423
  
  The address the requst was sent to was:

  ETTSI Refund Department 

  P.O. Box 10627

  *************,  FL. 32120-0627.

   

  Does the request need to be sent certified,  with signature required?

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

  Business Response

  Date: 01/14/2025

  No is does not needs to to sent certified with a signature required. We have yet to receive that request however, I will override the requirement for a written request and approve the refund. An email has been sent with this information for your records.

  Customer Answer

  Date: 01/14/2025

   
  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. However,  I expect to receive the $50 check within a reasonable period of time. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:10/13/2024

  Type:Product 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 received what was supposed to be a free two night stay at a hotel in *********. I submitted our paperwork to a company in ********** and had to pay a non-refundable $25 to receive the "certificate". Once I received the certificate from Executive Tour and Travel Services, **** (in **), I had to submit my information and pay $50, that was supposed to be refundable, to them for the ability for an agent to contact me, and did this on 6/8/24. Once I received an email to choose dates, I submitted them and talked to the agent on 6/10. I had not heard back from them for a number of days and started to try to contact them on 6/21, 6/26 and 6/27. On 6/28 I called with no answer, but called again later that day and was able to talk to an agent. They said I would be contacted by 7/8/24. On 7/10 I emailed again and called again in 7/12, to no response. On 7/17/24 I was able to contact an agent and they said there was no availability for the dates I chose and I needed to submit new dates. I did not want to go through this again and opted for requesting a refund. I submitted the refund request by fax and by mail, but have never heard from them, nor did I receive a refund (which was to take 60 days). The *************************************************************************** late July.

  Business Response

  Date: 10/17/2024

  I apologize for the delay the 60 day **** for the was on September 25th. Unfortunately, we are currently running behind on processing refunds as our offices were affected by hurricane ****** and ******. I have printed a check request to have a check cut and mailed to you this week.

• Initial Complaint

  Date:09/30/2024

  Type:Order 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 was gave a certificate for "The Vacation of a lifetime" while on vacation in pigeon forge (2022) after my family and I attended a west gate timeshare presentation. I called yo activate my certificate on June 6th of this year and was told by the representative that I must pay a "refundable $50 deposit" to activate the certificate. I have been too busy with my grandpa that is on hospice,along with my 4 year old son, and work I had not had the chance to make a reservation using my certificate when I received a call a month or so later from a representative trying to get me to pay more money to keep my certificate. He told me if I didn't I would lose the certificate. I had no extra money to spend at all, not to mention the original deal was listen to the timeshare presentation get a completely FREE vacation. I asked the representative how to get the deposit I had already paid and he told me he had no idea. He went from knowing my details on file to all of the sudden he couldn't even give me my confirmation code so I could try calling someone else about it. The entire Vacation of a lifetime is a complete scam!!

• Initial Complaint

  Date:09/29/2024

  Type:Product 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 was promised 2/3 night complimentary stay.I sent in approx. $80 and was continued to ask to send more money before I could secure the trip. The company is involved in gross fraud advertising practices. The promise customers ********************** but ask for money and deposits over and over and over again.I would like a full refund sent to:******* ******* ***** ******************************************************************************************************* Previous Address at time of Booking:*********************************************************** Phone: **************

  Business Response

  Date: 10/01/2024

  This certificate was activated 03/04/24 for $50.00. On 03/21/24 a charge reversal was initiated with your credit card company in the amount of $50.00 which we allowed to go through. Please see the attached documentation. ETTSI stands at a $0.00 balance with you, therefore there is nothing to refund.

• Initial Complaint

  Date:09/26/2024

  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 received a free 8 day/ 7 night stay and paid the 100 activation fee I looked up the location and dates that was showing on ***** website and faxed in my forms. I was told I will be contacted in 10 business days. Well I was not I called kept getting transferred to voicemail and I also sent emails to follow up and never heard back finally I was able to speak to manager ******** and was told the reason I was not contacted was due to the place I picked was a hotel not a condo I tried to explain to her that prior to me sending in the form I called and spoke to a representative and she advised me whatever showed on their search bar when looking for a place is what I could put down which is what I did and ******** very rudely said well you need to read the ******* you got that is not what we offer I asked then why was I told that and again very rudely said well I don't know what to tell you I asked why she was get rude with me and if this is how she speaks to other customers and she said yup why are you talking to me like that all I did was ask a questions and she just kept cutting me off and stated she was going to let me know today what they could find but now I can wait till Tuesday. I asked if there was anyone above her I could speak to she said nope I am hanging up the call. This has been a horrible experience by far and we just want this to be made right and to be in the loop of what is going on.

  Business Response

  Date: 10/15/2024

  Upon reviewing the customers file he has submitted new ********************** dates. The Travel Coordinator assigned to his file is currently working on those dates.

• Initial Complaint

  Date:08/30/2024

  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.

  While in ***** I attended a timeshare event and one of the "gifts" was a 3 day 2 night trip certificate called "vacation of a lifetime". I activated my certificate online on 7/7/2024 and paid a required $50.00 deposit that i was told would be refunded once we used the certificate/ went on the vacation. I have called the customer service phone number ************ and left message requesting a call back. Their messages say we cannot book over the phone and need to send in a reservation sheet to book dates. I have left message asking for this reservation form to be sent to me. I have attempted numerous times to call this company to get said reservation sheet and have never been called back. I have a trip in November I wanted to use this for and am unable to access this "trip" I provided a $50 deposit for. They are fraudulently taking deposit money and not rendering a service. I want to either have my trip booked or my funds returned.

  Business Response

  Date: 09/03/2024

  A Travel Coordinator contacted ***************** 07/10/24 at 2:12pm. ***************** explained to the Travel Coordinator she no longer wanted the dates she initially request which were 11/04/24 or 11/08/24 to *******, **. The Travel Coordinator emailed a reservation request form to ****************** on 07/10/24 At 2:13pm. We have only received one voicemail from ***************** which was returned 07/24/24 at 3:40pm.
  

  Please not per the terms and conditions printed on the certificate that reservations must be submitted in writing after the time of activation: Reservations:

  Reservation requests may be made during activation or
  mailed/faxed after activation using the Reservation Request Package
  emailed to you after your activation and deposit have been received. All
  reservation requests require 60 days advance notice and are subject to
  availability. Please request two dates and two destinations in order of
  preference. Valid arrival days are Sunday, Monday, Tuesday, Wednesday,
  and Thursday only. Weekend arrivals are available for an additional fee.
  Holiday weeks will incur an additional charge of $25 per person per
  night. Peak Season surcharge may apply. Date requests given under 60
  days advance notice will also incur an additional charge of $25 per
  person per night. Upon confirmation, a Reservation Confirmation Letter
  will be emailed to you. A valid email address is required. Do not travel
  before receiving written confirmation. YOUR CHECK IN VOUCHER AND
  IDENTIFICATION WILL BE REQUIRED UPON CHECK-IN. All fees are based on
  double occupancy.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22220716
  
  I am rejecting this response because:
  

  I have attached screen shots of my call log. When I spoke with an agent on 7/10 I was to be emailed a reservation form. I never received this form. When I called in 7/24 I had to call twice because the line went dead the first time. You can see in the attachment there were 2 outgoing calls on 7/24. There were no incoming calls. This business saying they called my back is untrue. 

  I also called August 30 and have not received a call back. This company does not return phone call as they indicate.

  If they will provide the reservation form to me and complete the service I will be satisfied but they have yet to do so.

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

  Business Response

  Date: 09/17/2024

  Upon reviewing your account is appears you have been in contact with you Travel Coordinator and there is a confirmation number for your booking.

• Initial Complaint

  Date:08/15/2024

  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.

  I received a "vacation voucher" from Mad City Windows and signed up for the vacation voucher through Condo Express *********************************** with a $100 deposit. I was supposed to receive a call from the travel agency to book the travel (*********************, Executive Tour and Travel Services, ***** Ph: ************, Fax: ************). I heard nothing back. I requested a refund through their website several times and finally through email on June 19. I was told ***** was going to process the refund, but I still have not heard anything. I requested the refund 3 times. Attached is the correspondence.

  Customer Answer

  Date: 08/16/2024

  Interestingly enough, late yesterday afternoon, I received a notification of a refund from the company.  No further action is needed by you.  However, I will be writing a review on your site to hopefully prevent anyone else from getting involved with this company.  I actually feel like Mad City Windows should also have a complaint filed.  They promise free vacations and gift cards for filling out surveys, but they turn out to be hoaxes.  Can't trust anyone these days, I guess.  thank you for your time!

  Customer Answer

  Date: 08/19/2024

  Date Sent: 8/16/2024 8:41:39 AM
  Interestingly enough, late yesterday afternoon, I received a notification of a refund from the company.  No further action is needed by you.  However, I will be writing a review on your site to hopefully prevent anyone else from getting involved with this company.  I actually feel like Mad City Windows should also have a complaint filed.  They promise free vacations and gift cards for filling out surveys, but they turn out to be hoaxes.  Can't trust anyone these days, I guess.  thank you for your time!

• Initial Complaint

  Date:07/23/2024

  Type:Product 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.

  We booked with ettsi, a trip to *******, ** on 7/8. we checked into a hotel they put us in, the hotel conditions were not suitable. I am working with the hotel on that. Problem with Ettsi, is (1) they do not answer their phones on a complaint I have with them. (2) they do not respond to my emails I sent them on my complaint. (3) I was promised my $50 for taking the trip (4) I have not received my $100 gift certificate for taking the trip. All were promised by *****. No one has contacted my about this issue at all. I tried calling again today, no one would answer the phone. is ETTSI going out of business? Their certificate number for this trip is 5ZC03316-1677704646-686. The tour ID is ****** is proof I went to the presentation on 7/9/24. I have the copy and this was sent to ettsi on 7/9. I did everything I promised I would do.

  Business Response

  Date: 07/25/2024

  We have received a refund request and it has been approved. The $100 dinner certificate will be mailed along with the refund check. As per the terms and conditions it can take up to 60 days for the refund to process. All of this was explained to you via email as well.

• Initial Complaint

  Date:07/19/2024

  Type:Product 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.

  June of 2023 i won a 3 night hotel stay. i paid the $50 deposit fee and was promised a packet in my email to request booking dates for the hotel stay. i still have yet to recieve anything a year later. I've called and left many voice mails and havent gotten any responses.

  Business Response

  Date: 07/25/2024

  A reservation request form was emailed to you on 03/06/24 and 03/10/24 to ************************* Also, the voicemails you left were returned 05/14/24 at 1:12pm and 07/02/24 @ 1:33pm. Is there another email or phone number we can try?

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22014443
  
  I am rejecting this response because:

  That is my correct email address and I have zero emails from the company. I looked in the spam folder, my primary folder, promotions, I do not have any emails from the company. I have a job, both times they FINALLY returned my voicemails, because not one single time I ever called was the phone answered, I was busy in the middle of a shift. 
   again, my email is: ************************

  I check my email multiple times a day and haven't either of the emails mentioned. 

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

  Customer Answer

  Date: 07/25/2024

  I would like the reservation package sent immediately to my email. I've searched for everything possible to find these emails they say were sent and they are just not there. I've tried searching for every possible word related to the email they would have sent (vacation, hotel, vacation of a lifetime, executive tour and travel services **** booking, reservation, reservation package, etc.) and nothing from their company comes up. I'd like it resent with an additional night added for how ridiculous this whole process has been, it's been over a year at this point since I won this thing. 

  Customer Answer

  Date: 07/25/2024

  Date Sent: 7/25/2024 1:01:06 PM
  

  I would like the reservation package sent immediately to my email. I've searched for everything possible to find these emails they say were sent and they are just not there. I've tried searching for every possible word related to the email they would have sent (vacation, hotel, vacation of a lifetime, executive tour and travel services **** booking, reservation, reservation package, etc.) and nothing from their company comes up. I'd like it resent with an additional night added for how ridiculous this whole process has been, it's been over a year at this point since I won this thing. 

  Business Response

  Date: 07/30/2024

  I have emailed the form to you this morning 3 times in a row and I am also sending a form via mail. If you do not receive the forms please contact our office at **************.