Complaints

This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocket Travel, Inc.

  641 W Lake St Ste 102 Chicago, IL 60661-1056

• 

  Rocketmiles

  Unknown Saint Petersburg, FL 33710

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:07/11/2024

  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.

  I booked a condo (**************) in *********, ***** for one night stay checking in on 7/6/2024 and checking out on 7/7/2024 through AAdvantage Hotels/ Rocket Travel by agoda. The reservation was made well in advance on 2/18/2024. The cost was ****** American Airlines Miles. This equals out to $1,343.22. I contacted AAdvantage Hotels/Rocket Travel a week before my stay to find out who I can contact at the property to see if there is an early check-in option. I was told there is no phone number or a way to reach out to the property manager. Upon checking in on 7/6/2024, I received no instructions but only a confirmation email that said to call Rocket Travel by Agoda if there are any issues. My initial issue when I arrived was finding the building. There was nothing marked indicating Nikke Building or that there was a condo on site. No staff, or front desk. I had to ask for help by a shop worker on the 1st floor. He took me to what I believe was the room on the 4th floor. The door was locked and there was a lock box on the step. I didn't have a code or receive instructions. When I called Rocket Travel by agoda, I was told a property manager will call me within 10 minutes. I never received a call. I had no other choice but to book a different hotel. When I asked Rocker Travel for a refund they told me the property has to give a refund and they are refusing. I'm looking to be refunded the cost of my miles for a property I wasn't able to stay at. There was no way for me to access the room. I received no instructions. This is fraud to take money and not supply the service.

  Business Response

  Date: 07/19/2024

  Hi *****,

  Thank you for sharing your feedback with us.
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience, but we (our staff) were not able to assist you and resolve situation.
  
  Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we will take all necessary steps to address your concerns.
  
  Upon investigation, we found that the hotel only relayed the check in instructions on 6 July at 4pm local time. We are truly sorry for the inconvenience caused. Our records show that your miles was already refunded to you ************************************* your account. If you have not received it, please do let us know so we can investigate and ensure that your miles are received.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.
  
  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.

  Thank you for your understanding and patience in this matter.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

   

• Initial Complaint

  Date:07/09/2024

  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.

  I attempted to use my American airline rewards miles to rent a car for an upcoming trip. I was directed to go through this company. I filled out the form online which asked me what airport and my flight information for a pick up and drop off. They took my miles and 500 + dollars for the rental. When I was going through the documents last week I noticed they had the pick up and drop off location wrong. I called them to ***** the location and they told me they couldnt help me. I explained that the location they gave me was 1 hour away from the airport and in the opposite direction of where I was going. So 2 hours out of the way for both pick up and drop off. They told me there was nothing they could do. I tried to call back and asked for a manager and got the same attitude from them. They cant help me or refund my money. I told them it was there mistake not mine and they still refused to help me so I canceled that reservation and made another one with a different company. They sent me a email saying they would not refund my money. So they are collecting money for a service that they are not providing.

  Business Response

  Date: 07/17/2024

  Hello *****, 
  
  I hope this email finds you well. I would like to update you on the case you escalated to the Better Business Bureau regarding your recent car rental booking.
  
  Unfortunately, after reviewing the latest information from the car rental agency, it appears that the rental vehicle has already been picked up and is currently in use. As a result, the agency has confirmed that they are unable to approve a cancellation or provide a refund at this time.
  
  I understand this may not be the outcome you were hoping for, and I apologize that I am unable to assist you further with a free cancellation as I had previously indicated was a possibility. However, based on the information available, it seems that the rental is active, and our policies do not allow for a cancellation or refund in such cases.
  
  Furthermore, I have also checked with our technical team, and they have confirmed that during your booking session, we did not disclose the exact location of the car rental agency being near the airport. Instead, the general information provided in the booking page stated that the agency is located near the port and train station. Additionally, our system records show that you did not filter or click on the "airport" button, so the system automatically displayed the available agency closest to the location you selected.
  
  The system might prompt you to put flight information due to agency policy regarding local renter where some agency have a 'Local Traveller Restrictions" (a local renter is defined as those living in the same State of pickup or any renter without return confirmation airline ticket) but this does not mean that the rental agency is at the airport. 
  
  Given these details, it appears that the choice of rental location was not due to a technical issue or fault on our part. The information was available to you prior to confirming the booking, and you did not indicate a need for a location near the airport.
  
  I understand this may not be the resolution you were hoping for, but I hope this provides some additional context and clarity around the situation. If you have any other questions or concerns, please feel free to let me know, and I'll do my best to assist you.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:07/03/2024

  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.

  The date of the transaction was 06/19/24. I paid $377.22. The business committed to provide me with a hotel stay or to negotiate a refund on my behalf. They said the hotel declined to refund me. I asked Rocket Travel to reinstate the booking since I already paid for it. They told me to contact the hotel so I did. The hotel refused to reinstate the booking. The website gives the refund negotiation option for an additional $25 fee and they force you to cancel the reservation first. I was mislead into thinking cancelling the reservation was necessary in order to have them negotiate on my behalf. It wasn't safe or necessary to cancel and now the hotel has been allowed to steal my money and I never got to stay at the hotel.

  Business Response

  Date: 07/11/2024

  Dear *************************,
  
  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. 
  
  Wed love the opportunity to regain your trust. I have reached out to the ************ Manager and look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way. 
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  Despite all our efforts to request to reinstate the reservation, the  hotel has denied our requests. We proceeded to request for a waiver on the cancellation fee however this was denied too citing their cancellation policy. While we d have a $25 cancellation fee, it applies for reservations in which the hotel allows the waiver. In this case, the hotel has denied it.
  
  Once again, We are truly sorry if this is not the outcome you were hoping for and we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21941263
  
  I am rejecting this response because: If you know there is a chance you will fail at negotiation then you shouldn't offer those services. It is astounding at how greedy corporations can be. If Rocket Travel, American Aadvantage, and Hotel Cellai are on the verge of having the lights cut off, they should simply go out of business. Not steal from customers. Had I received a refund, I would've gained trust and used their services again but you will never see another dime from me. I am not going to proceed with fighting this because I am chronically ill but I do believe karma is real and I don't have to do anything. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2024

  Dear *************************,
  
  We are so sorry to hear that your experience with our company has not met your expectations.
  
  I reached out to the ************ Manager to request a waiver however, our request for a refund has once again been turned down.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Rocket Travel follows the policy given by the property and thus, cannot cancel/amend it.
  
  Once again, We are truly sorry if this is not the outcome you were hoping for and we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:06/28/2024

  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.

  This complaint arises from some miscommunication on both my part and on the part of Rocket Travel, AAdvantages travel agent partner. I am an AAdvantage Platinum Pro member. On April 10, I booked two fully-cancellable hotel reservations (** and ********************) through the AAdvantage portal. When I received my credit card statement, I did not recognize the Tokyo charge (Im getting old). On April 30 I called Rocket Travel to confirm whether that was a legitimate charge and they could not find a record of it, so I disputed the charge with my CC company. On May 2, I realized my error and asked my CC company to reverse the dispute. On May 2, I received an email from Rocket Lawyer cancelling my DC reservation. I immediately called Rocket Lawyer to say I had not requested that reservation to be cancelled and the agent told me she would get back to me within a couple of hours, which she did not, and the DC reservation was not reinstated (and I did get a credit on my CC). For the next few days, I continued to reach out to my CC company who assured me the dispute was resolved. I subsequently tried to make some new hotel reservations through the website and discovered I was locked out. After various conversations with Rocket (by phone and email), I understood that I was locked out because I disputed the charge and that they could do nothing about it. I acknowledged my error but Rocket never acknowledged their role in this; had its agent on April 30 found my reservation, none of this would have happened. A few days later, I discovered that the initially disputed ***************** was never cancelled, at which point I cancelled it and I did receive a CC credit. Since then, I have not been able to make any hotel reservation through the AAdvantage website. I tried to see if AAdvantage could help resolve this, but they have been unable to. I feel I have been unjustly locked out, and as a result I have lost a valuable AAdvantage benefit that I want to see reinstated.

  Business Response

  Date: 07/05/2024

  Hello *******,
  
  Thank you for contacting us. We are glad to assist you and appreciate your feedback, as it helps us improve our services.

  We have conducted a thorough investigation into the circumstances surrounding this situation. Upon verifying the reservation in question, we found that it involved a chargeback dispute. We understand that mistakes can happen, and reservations can sometimes be overlooked. However, we take account security very seriously. Once we receive a chargeback dispute, our system automatically blocks the account to prevent any future incidents, as chargebacks are commonly associated with issues such as fraud, unrecognized charges, or lost cards.

  If a bank determines that any of these situations are present, our system permanently blocks the account to avoid further inconvenience. We sincerely apologize for any inconvenience this may have caused. However, once an account has been blocked due to a chargeback dispute, we are unable to unlock it.

  Thank you for your understanding. If you have any further questions or need additional assistance, please do not

  hesitate to contact us.

  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager
  ******************** Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:06/21/2024

  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.

  Someone made a fraudulent booking in my name and using my Alaska Airlines miles at Rocketmiles. I noticed the email confirmation and called customer service within under a half hour. After a 90 minute phone call, Rocketmiles refused to provide a refund of my miles because the reservation had a no-cancellation policy and the hotel in question refused to make an exception. While I have also contacted Alaska Airlines about this issue, Rocketmiles has told me that they could issue a refund if the hotel had given them permission to do so. That means that they have the capability to refund my miles (*******) and are refusing to do so and thereby implicitly condoning fraud. This is my final attempt at an amicable resolution and my next step would be a lawsuit. 153k miles is worth at least $3k and as much as $8k based on my plan for the miles in question, so I am not willing to give this up when it is through no fault of my own. I would also like to point out the following:1. The hotel's no-cancellation policy does not apply in this instance; this is not a cancellation but rather a nullification due to fraud. The reservation shouldn't have been created in the first place.2. Rocketmiles failed to properly verify my identity before allowing the award redemption.3. I have not signed up for Rocketmiles or chose to connect my Alaska Airlines account to **********************; I never agreed to any of Rocketmiles' terms and conditions meaning that any terms that, for example, prohibit a lawsuit or create other restrictions do not apply.4. In addition to the monetary value, I have now spent several hours of my afternoon working on trying to resolve this problem at the expense of other productivity. I would like for Rocketmiles to cooperate in resolving this issue or I will need to seek remedies for the loss of time as well.

  Business Response

  Date: 06/24/2024

  Hello ***,

  
  Thank you for contacting us. We appreciate your comments, as your feedback helps us improve.
  We have conducted a thorough investigation into the circumstances surrounding this situation. We are pleased to inform you that your reservation was canceled due to non-use. We regret to inform you that this reservation was created as part of a fraudulent transaction.
  As your reservations partner, we can only verify the status of your reservation. Unfortunately, the hotel has not approved any refund. We strongly recommend that you contact your rewards program to verify and secure your account, as it has been compromised. They will also be able to assist you with the next steps in the refund process.
  We hope this information helps clarify the situation. Please feel free to reach out to us with any further queries you may have.
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager
  ******************** Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:06/20/2024

  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.

  I paid for and booked a hotel through AAdvantage Hotels. However, when I arrived at the hotel they did not have any knowledge of the reservation. I have been trying for over two weeks to get a refund. This has involved countless phone calls to customer service and e-mails. They keep giving me lip service and tell me that someone will get back to me in the next 24 - 48 hours but this never happens. I have been told this several times. I think they are just trying to wear me down so I will go away and they can keep my money.

  Business Response

  Date: 06/21/2024

  Hi *******,
  
  I hope this message finds you well.
  
  I am glad to inform you that we have resolved the situation regarding your reservation via email. We truly appreciate your patience and understanding throughout this process.
  
  Thank you for your valuable feedback. If you have any further questions or need any additional assistance, please don't hesitate to reach out.
  
  Kind regards,  
  ***********************; 
  Customer Loyalty Manager  
  

• Initial Complaint

  Date:06/13/2024

  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.

  We attempted to book a hotel through their system, however, our booking never went through. We were given an error message stating the reservation could not be completed. Despite this, Rocketmiles still charged our card $2,282.24. In speaking with their customer service representative, she explained that there is nothing they can do to refund and that I must contest this charge with my bank. I also have an email from her stating this. I have attempted to email the supervisor and although she has seen my email, she has ignored my request.

  Business Response

  Date: 06/18/2024

  Hello ***, 

  Thank you for contacting us. We are pleased to assist you. We have thoroughly reviewed the circumstances surrounding this situation and have verified your transactions in our system. Additionally, we consulted with our finance team to investigate these transactions further.
  It appears that an error occurred during the booking process, and as a result, no charges were placed on your credit card. Our finance team confirmed that the amount you see is merely an authorization request. This authorization will be released within 24 to 72 hours, depending on your bank' institution
  .
  Please let us know if you have any further questions or require additional assistance.

  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager
  ******************** Concierge 
  ************** (US & ******) 
  ************** (International)

• Initial Complaint

  Date:06/13/2024

  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 booked a room with breakfast included at ************************** through ***************** (which is owned and operated by Rocket Travel, Inc.) to stay from May *****, 2024. The advertised rate indicated breakfast provided. When I went downstairs to breakfast with my ************ they told me my rate only included 1 breakfast.As we had to eat, I paid & said I would take it up with *****************. After contacting them five times, I finally got a response where they indicated that "breakfast for one person was clearly disclosed in the booking details". We went back and forth on this multiple times by email in which I showed them my booking emails (no indication) and even set up a dummy booking to show that the website ONLY indicates breakfast provided & nowhere in the booking or confirmation process does it show that the breakfast is only for one person. Their response was always the same - "breakfast for one person was clearly disclosed in the booking details". So their "resolution" is to say (incorrectly) that their booking details show that one breakfast is included. I think this may only show in their internal systems. In my emails, I even told them that this should be fixed for future guests, but, as of today, it has not. I also did a quick check of the Rocket Miles website, too, where the same incorrect "breakfast provided" verbage is used.My primary interest is in them updating the website and providing accurate booking details to future guests. Secondarily, I would like a refund of the money I was charged (147CNY or $20.37). The amount is trivial, but their response to me has been so appalling and time consuming that at this point I also would like to be refunded the cost of breakfast.Attached are copies of my dummy booking and the receipts for the buffet breakfast. I can also provide the email history between me and ***************** as well as my actual original booking email if that would help your investigation.

  Business Response

  Date: 06/13/2024

  Hi *********,
  
  Thank you for bringing this to our attention and for your feedback.
  
  I apologize for the oversight regarding the breakfast arrangement. To rectify this, we will be issuing a refund for the equivalent to the amount you paid at the hotel for the breakfast.
  
  Once confirmed that you agree to this, we will proceed with processing it for you promptly.
  
  Kind regards,  
  ***********************; 
  Customer Loyalty Manager 

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising 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.

  Website stated hotel provided airport shuttle service. After booking, the confirmation stated the hotel did not provide this service. The information on the website is incorrect. As a result, taxi fares cost me an additional $86.00. I would like this amount refunded.

  Business Response

  Date: 06/10/2024

  Hello *****,
  
  Thank you for bringing this situation to our attention.
  
  The information is correct: the hotel does offer a shuttle service to and from the airport, but arrangements must be made directly with them 24 hours before check-in. This service has a charge of $36 USD per ride.
  
  I understand that this was an unexpected charge for you. However, since the shuttle service was not requested 24 hours before your arrival, we cannot cover the taxi fee for that day.
  
  If you have any further questions or need assistance, please let me know.
  
  Regards,  
  ***********************; 
  Customer Loyalty Manager  

• Initial Complaint

  Date:06/03/2024

  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.

  I reserved a room for two nights at the ************** to attend a funeral. I prepaid the amount. Upon arriving there I was told there was a water main break and when I returned to the hotel in the evening I was told by a staff that water should be restored by the morning. Hotels from ******** to *************** had no water. There was no water the following morning; I could not bathe. I checked out after one night on 6-1-24. The city of ******* issued a State of Emergency from Friday 5/31/24 for four days. I've contacted Rocket Travel several times to no avail. Rocket Travel has partnered with American Airlines.; I am a cardholder and has never experienced such awful service. The Hilton Atlanta will not address this issue since this was booked by Rocket Travel and paid to them. This problem was not in my control and my $$$ was paid to Rocket Travel.

  Business Response

  Date: 06/05/2024

  Hi *******,
  
  Thank you for reaching out to us.
  
  We understand how frustrating this situation might be, and I apologize for any inconvenience it has caused. We are currently coordinating with our finance team and the reservation center to verify if a refund was issued by the hotel and the amount involved.
  
  I will be updating you about this by email directly.
  
  Kind regards,
  
  ***********************; 
  Customer ************************************************ Concierge  
  ************** (US & ******)  
  ************** (US Toll Free)

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21797197
  
  I am rejecting this response because:
  Atlanta Hilton stated they refunded one night and a half to the third party. I have not received it from Rocket Travel.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/17/2024

  Hello *******,
  
  Thank you for your response.
  
  We have already resolved this situation regarding the water during your stay at the hotel, and a refund was already processed as informed by email. 

  Let me know if you have any other questions.
  
  Have a lovely day.
  
  ***********************;
  Customer Loyalty Manager

  Customer Answer

  Date: 06/18/2024

   
  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,
  
  *************************