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:06/10/2025

  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.

  I'd give zero stars. I recently participated in an auction for a non-profit and the details that LuxGive provided were a 7 night stay in a luxury five star resort. Now, I am not expecting to be put in the Ritz...but when you promote luxury, perhaps offer luxury. I received an email again stating "luxury". I was instructed to call and/or email for further instructions. This took a handful of phone and calls and emails to reach someone. It is clear they outsource their services to smaller travel agencies. When I was showed the "luxury" options, I literally laughed out loud. These were timeshares that had 2-3 star ratings and extremely outdated. I was willing to **** it up and try to work with the individual I was assigned to, but then I was shown the list of options that another individual received - the difference was wild. I asked for the same and/or similar options and I was told I could be placed on a waitlist. A WAITLIST for a vacation I paid over $2500 for. I would have just planned this by myself. What also **** me is they are acting in a predatory manner towards non-profits. If you are offering a high quality item for a non-profit to use to raise money, then follow through. I would have rather used the portion they took from the price and given it all to the non-profit.

  Business Response

  Date: 06/18/2025

   

  Dear BBB review board,

  Thank you for visibility into this Customer's feedback, and we apologize for the experience described. Though this was the first LuxGive has heard of this Customer's experience, we are committed to reviewing internal processes and to working with the Customer toward resolution. We have reached out to the Customer directly, and continue to encourage the Customer to consider email or phone communication with LuxGive as a next step. 

  We appreciate the Customer's generous donation to the Charity, and though we receive a fraction of the total amount paid to fulfill the trip, we do expect the experience to be seamless, enjoyable and to meet LuxGive standards. We apologize for this experience not meeting that expectation. The Charity has contractually agreed that the purchase of a LuxGive travel Experience includes services from LuxGive or a professional on-site partner. As the chosen experience was fulfilled through an on-site partner, we have requested documentation of the correspondence between the Customer and the Partner to address each point of feedback.

  Our goal is to provide that address to the Customer directly, and mutually work toward resolution on behalf of the Customer and the Charity. Please let us know if you have additional questions, and again, we apologize this experience did not meet LuxGive nor the Customer's expectations, and we will gladly work with the Customer toward resolving the matter.

  Thank you,

  LuxGive Guest Services

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23448990, and find that this resolution is satisfactory to me. They called me directly and the issue was addressed. I appreciate their quick response.
  
  
  
  Sincerely,
  
  
  
  J K