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:10/17/2024

  Type:Customer Service 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 booked a vacation with Vacation Jams. The lineup changed and Vacation Jams contacted the trip insurance directly to work out a deal in which attendees would be able to receive back 100% of your paid expenses, minus your flights. Since I thought this was odd, I questioned if this was insurance fraud. On September 5th, *** *******, a partner with **** ***** of **************************, confirmed to me that it was not insurance fraud and they would ensure that I would be getting back 100% of my money by asking for 75% back from insurance using the "cancel for any reason" and then the resort would refund the additional 35%. I agreed to wait and take this option. On September 24th, I notified *** *******, **** *****, ******** Tremar and a generic ********************************* email address that I had received all money, less what they call the "deposit". I did not put down a deposit since I paid in full. This did not fulfill what they had told me and give me back 100% of what I paid. On September 26th, *** ******* said he was confused, asked me what I meant, and told me that he would reach out to the resort immediately. I gave him all of this information.This has left me in a place where I cannot work with the insurance company. If I file a claim for the 75% and tell them that I have received 3000 dollars, this is not what they have worked out with the resort. If I don't file a claim, I am left without a full refund. I could have filed a refund with the insurance company initially due to being laid off but now I have this 3000 dollars and I am not sure how to reconcile this properly.

  Business Response

  Date: 12/02/2024

  The resort gate the guest $3000 refund.  The guest can contact the resort VP ******************************* to inquire about the remaining $500 payment (or file a chargeback with her CC).  Vacation Jams did not take any payment from this guest.  

  Customer Answer

  Date: 12/12/2024

  I have not heard back from the email address that was given by the company to resolve the disputed 500 dollars.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22435855
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/12/2024 4:27:52 PM
  I have not heard back from the email address that was given by the company to resolve the disputed 500 dollars.

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

  Business Response

  Date: 01/02/2025

  Hello~
  
  This guest had purchased her room for $3500.  Of that $3500, the first $500 is considered a non-refundable deposit per the resort's policy.  As ******** (guest stated), she was supposed to receive a 35% refund from the resort, and then notify the insurance company that she "no longer wanted to take this trip" and the insurance company would refund the remaining 75%.  However, the resort issued her a full refund, minus the $500.  At this time, the guest can still file a claim with her insurance company for the remaining $500, advising the insurance company that she opted to not go on the trip.  We (Vacation Jams) never took payments or received any money from the resort regarding these payments.  We were only the promoter for the event, and we have continued to work with each guest to the best of our abilities to resolve any of their issues once Pop2000 opted to cancel this festival.  The guest's easiest option at this time is to file a claim with the insurance company for the remaining $500 simply stating she chose not to go on the trip, that the resort refunded her $500 of the $3500, and she is requesting the final refund of $500.  Thank you. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22435855
  
  I am rejecting this response because:  As previously stated, imglobal rejected this claim.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/19/2024

  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 purchased a music festival vacation package through Vacation Jams *************** Take Me Away Travel) to see the Pop2000 in ******** show in ***************, MX for 9/27/2024-10/03/2024. I paid using uplift for the balance. The room was switched to a double where my roommate paid the remaining $300 odd dollars. This experience was to include ***** *********** of NSYNC, OTOWN, BBMAK, and LFO as well as 6 additional supporting artists. With just over a month to go before the event they notified us via a very vague email that all of the headliners have pulled out of the event due to lack of ability to sell enough packages to cover the cost of the artists. In addition 2 of the supporting acts were cancelled. The refund option they offered is unacceptable. Vacation Jams does not respond to emails. I emailed them saying this is unprofessional and not okay. They removed all fb groups to stop anyone from saying anything as well as off their page as if it never existed at all. I have yet to get a refund. I paid with uplift $2800 and $1400 of which I paid off. They said they will be supposedly receiving a refund of less than $2000 which means I get none of the $1400 I spent. This company is nothing but a scam and takes your money and pockets it and the hotel makes money as well. ALL MONEY SHOULD HAVE BEEN REFUNDED SINCE THE TRIP DID NOT OCCUR and this company scammed everyone. I WANT MY REFUND IN FULL AT THIS POINT EVEN IF OUT OF THEIR OWN POCKET.I am a mother to 3 kids and have bills to pay. This money is needed back.

  Business Response

  Date: 10/17/2024

  Refund being issued by the resort and communicated to the guest 

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22308239, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Courtney Sharples

• Initial Complaint

  Date:08/21/2024

  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.

  Booked an event through their agency, promoted as Pop2000 in Paradise set for 9/28/24-10/3/24. Booking contract/agreement does not state the lineup could be subject to change; informed yesterday that the headliners will no longer be in attendance but when contacting VJ for a refund, they stated the hotel policy is 120 prior yet when you contact the hotel - the hotel states they are willing to give a refund 48 hours prior to the start of the event but has a note indicated on the reservation to not offer the refund per VJ for the Pop2000 attendees. VJ is still currently, as of today 8/21, still promoting the event via their website with the original lineup and providing false information to us about refunds and insurance, this is no longer the event we booked and should have the option for a refund esp. if the resort itself is willing to accommodate. If tickets sales were the issue, the entire event should have been cancelled and refunded; not the only option being forced to attend or be out thousands of dollars. Or made the call prior to the 120 that they are claiming is the hotels policy, they knew exactly what they were doing. They have since sending the email to the attendees deleted many of their socials and are not responding to calls or emails. Also, when calling for information on our reservation, the name of a VJ employee is attached to our reservation which leads me to believe this is another avenue for them to ensure we cannot modify our information, including cancellation and keep the funds as they are also still taking reservations and money under false pretense. Booked: 3/12/24 with $500.00 deposit Final Payment due 5/31: $2999.99 Total: $3499 between my roommate and I ($1749.50 per person). Resort: *************************************** Thank you for your time and assistance with this.

  Customer Answer

  Date: 08/21/2024

  Booked an event through their agency, promoted as Pop2000 in Paradise set for 9/28/24-10/3/24. Booking contract/agreement does not state the lineup could be subject to change; informed yesterday that the headliners will no longer be in attendance but when contacting VJ for a refund, they stated the hotel policy is 120 prior yet when you contact the hotel - the hotel states they are willing to give a refund 48 hours prior to the start of the event but has a note indicated on the reservation to not offer the refund per VJ for the Pop2000 attendees. VJ is still currently, as of today 8/21, still promoting the event via their website with the original lineup and providing false information to us about refunds and insurance, this is no longer the event we booked and should have the option for a refund esp. if the resort itself is willing to accommodate. If tickets sales were the issue, the entire event should have been cancelled and refunded; not the only option being forced to attend or be out thousands of dollars.Or made the call prior to the 120 that they are claiming is the hotels policy,they knew exactly what they were doing. They have since sending the email to the attendees deleted many of their socials and are not responding to calls or emails. Also, when calling for information on our reservation, the name of a VJ employee is attached to our reservation which leads me to believe this is another avenue for them to ensure we cannot modify our information, including cancellation and keep the funds.
  
  Booked:3/12/24 with $500.00 deposit
  Final Payment due 5/31: $2999.99
  Total:$3499 between my roommate and I ($1749.50 per person).
  Resort:***************************************
  
  Thank you for your time and assistance with this.
  
  ***************************;

  Customer Answer

  Date: 08/23/2024

  Please see attached; a resolution has been met on this case. Refunds are now going to be provided within the next ***** days. 

  Business Response

  Date: 08/26/2024

  Vacation Jams was/is a promoter for this event.  We curated the Pop2000 In Paradise Festival.  4 weeks ago (aprox mid July), we advised the clients (Musicians/Artists/Management) that the sales for the festival were very low, and that if we all cancelled the event immediately, all of the guests would receive an immediate refund for the event.  The artists and musicians chose to not cancel the event, and instead chose to accept a lower payment based on low ticket sales to proceed with the event.  Vacation Jams agreed to proceed, and once again advised the artists/management that by us moving forward with the event, the resort would not issue refunds as per their policy.  NOTE:  Vacation Jams has not collected funds from any customer, nor were we ever sent any funds from the resort.  The non-refund policy was/is the relsort'spolicy for all group bookings inside of 120 days.  
  
  
  Then, on July 31st, the artists/management changed their minds and stated that if the resort in ****** did not wire the discounted payment within 48 hours, they are going to cancel immediately.  We explained that it will take 14 days to receive the funds wired from ******.  The artists/management then stated they wanted to cancel immediately. We made sure they understood that by cancelling, their guests would not receive any type of refund from the resort, and they decided to cancel regardless.  They also demanded that we send an immediate response to the guests advising of the cancellation.  However, Vacation Jams was not comfortable at all with cancelling the event since that would mean no one that booked would have any options for refunds, or even just to go on a vacation.  Therefore, we quickly opted to NOT cancel the event and have a minimized artist lineup of smaller support groups while we were negotiating with the resort on the guest's behalf.  We asked the guests to allow us a short period of time to fight on their behalf, and within 48 hours, we were quickly able to offer the guests full refunds due to our relationship with the resort.  We were also able to offer the guests that wanted to proceed with their vacations a partial refund in addition to keeping their vacation.  The 3 BBB complaints we received were from guests that ignored the request from us for time to come up with a solution, and they also made complaints without any factual knowledge of what occurred.  At this time, all guests that requested a refund have been forwarded to the resort, and refunds will be issued within 14 days.  Thank you.  

• Initial Complaint

  Date:08/21/2024

  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 purchased a music festival vacation package through Vacation Jams (parent company Take Me Away Travel) to see the Pop2000s in ******** show in ***************, MX for 9/27/2024 - 10/03/2024. I placed an initial deposit on 3/12/2024 of $500, and paid the balance of $3,370.03 on 5/30/2024. This experience was to include headlining acts, ********************************* of NSYNC, OTOWN, BBMAK and LFO as well as six additional supporting artists. With only 39 days to go before the event, they notified us via email that all of the headliners have pulled out of the event due to this businesses lack of ability to sell enough packages for the evnt to cover the cost of the artists. In addition they canceled two of the other supporting acts. They are offering no refund options even though they did not hold up their end of the transaction, stating the resort has a strict no cancelation policy. However, I called the resort and they were willing to cancel the booking with a full refund, but could not because the agency (Vacation Jams) placed a no cancelation clause on our behalf of 120 days, even though the resort offers an up to 48hrs before arrival cancelation. The resort notified us yo call Vacation Jams. Vacation Jams is not answering phone calls or emails and have left a large group of us in the dark on next steps with their only suggestion as to "use your trip insurance if you no longer wish to go." The trip insurance does not cover full refund for this because Vacation Jams is choosing not to cancel, rather just cheaper the experience and tell us all we are out of luck. They are not providing the experience we paid for and we want to be refunded. Also, the event is still active on their website as of today even though the acts pulled out so they are selling a scam on their website at this point.

  Customer Answer

  Date: 08/21/2024

  Sorry, I added the receipt from the original deposit (came from take me away travel, the parent company of vacation jams), the receipt from the hotel because we had to pay through their portal on behalf of our group booking by vacation jams. I also included the email they sent telling us the "change" in itinerary and their poor reasoning as well as the original lineup and itinerary.

  Business Response

  Date: 08/26/2024

  Business

  Most Recent Message

  Date Sent: 8/26/2024 10:59:47 AM
  Vacation Jams was/is a promoter for this event.  We curated the Pop2000 In Paradise Festival.  4 weeks ago (aprox mid July), we advised the clients (Musicians/Artists/Management) that the sales for the festival were very low, and that if we all cancelled the event immediately, all of the guests would receive an immediate refund for the event.  The artists and musicians chose to not cancel the event, and instead chose to accept a lower payment based on low ticket sales to proceed with the event.  Vacation Jams agreed to proceed, and once again advised the artists/management that by us moving forward with the event, the resort would not issue refunds as per their policy.  NOTE:  Vacation Jams has not collected funds from any customer, nor were we ever sent any funds from the resort.  The non-refund policy was/is the relsort'spolicy for all group bookings inside of 120 days.  
  
  Then, on July 31st, the artists/management changed their minds and stated that if the resort in ****** did not wire the discounted payment within 48 hours, they are going to cancel immediately.  We explained that it will take 14 days to receive the funds wired from ******.  The artists/management then stated they wanted to cancel immediately. We made sure they understood that by cancelling, their guests would not receive any type of refund from the resort, and they decided to cancel regardless.  They also demanded that we send an immediate response to the guests advising of the cancellation.  However, Vacation Jams was not comfortable at all with cancelling the event since that would mean no one that booked would have any options for refunds, or even just to go on a vacation.  Therefore, we quickly opted to NOT cancel the event and have a minimized artist lineup of smaller support groups while we were negotiating with the resort on the guest's behalf.  We asked the guests to allow us a short period of time to fight on their behalf, and within 48 hours, we were quickly able to offer the guests full refunds due to our relationship with the resort.  We were also able to offer the guests that wanted to proceed with their vacations a partial refund in addition to keeping their vacation.  The 3 BBB complaints we received were from guests that ignored the request from us for time to come up with a solution, and they also made complaints without any factual knowledge of what occurred.  At this time, all guests that requested a refund have been forwarded to the resort, and refunds will be issued within 14 days.  Thank you.