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:03/20/2024

  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.

  Rocket travel has been giving me runaround regarding issues using my AA miles to make hotel bookings.I have been having issues making a hotel booking (via *********************************) using my available AA miles.I currently have ***** miles available.My AA# is 6FJ6U82 Called ************ per the booking site was put on hold for almost an hour and then they disconnected the call.No resolution.Used the form on the website to send them an email, response was not helpful:"Hi *******, We are sending this email to give you an update. We would like to inform you to kindly check the status of your miles to ensure they are not expired before making any bookings, and check it with your loyalty program directly."This has been going for months with last time this happened was yesterday, March 20, 2024. How am I trying to book if I don't have valid miles? My mileage is still valid until next year. Please investigate and assist in resolving this issue.

  Business Response

  Date: 03/21/2024

  Hello *******,

   

  Thank you for bringing this situation to our attention. I am really sorry you were unable to book using your miles. 

   

  I have emailed you requesting some information in order to investigate this matter further, and, hopefully, solve this situation. Please reply to it as soon as possible. 

   

  Have a lovely day.

  Regards,
  *****
  Customer Loyalty Manager

• Initial Complaint

  Date:02/09/2024

  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 needing to book a hotel stay in ****** ****** for some dental work, I saw that I could get a stellar rate through **** of America rewards program. So i used that reward to book my hotel stay. This was handled through Rocket Travel. The day I was supposed to leave on the ************ Ferry was a day that had **** force winds and caused the ferry to cancel its sailing. Because of this, I was unable to travel to ****** and use my hotel reservation.I contacted the hotel to inform them of my cancellation DUE TO EXTREME WEATHER AND HAVING NO MEANS OF ARRIVING IN ******. They took the note and told me I would have to request a refund from the booking agent. I tried to find a customer service line for ********************, there isnt one. I tried to find a website, there isnt one. I finally emailed the email address I received my booking confirmation through explaining that weather had cancelled my planned trip and requested a full refund due to this cancellation being out of my hands. There was no reply. I had to contest this charge through my bank and then I received a response saying that Rocket Travel is working with my bank to resolve this issue two days after. Rocket Travel ignored my initial request, fought my chargeback and took my money. Had I simply decided not to travel, then I understand Rocket Travels stance; but my travel plans were cancelled due to matters beyond my control and I would like a full refund. Services were not rendered. This is poor customer service, this is poor business practice and Im doing my best to get my money back.

  Business Response

  Date: 02/19/2024

  Hello ****, 
  

  Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve our services. We have started a deep investigation into all circumstances involved in this situation. We truly apologize about all the inconvenience you have faced. We understand there *** be some situation out of our control, that *** caused in cancelling our trips. We have escalated this situation to our relevant team. We initially contacted the hotel trough our central reservation office. Unfortunately, we received a response about our request was denied. However, when we tried to re-escalate this situation we received a dispute from you bank institution (Chargeback) disputing all the charges for this reservation. Unfortunately, when we received a chargeback dispute, the funds on your card and we are unable to proceed any further. 

  In our eagerness to help. When we received the resolution of your bank institution not disputing this charges any longer. We contacted with the hotel property once again. This time we requested a written confirmation about the hotel not charging this reservation and sent it to our central reservation office. We are glad to report all this charges were already reversed. Please keep in mind we refund you immediately. But, depending on your bank institution they *** take up to 15 business days to show funds back into your account. 

  We hope this resolution *** be satisfactory for you. We remain at your disposal for any further queries you *** have. 

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

• Initial Complaint

  Date:01/29/2024

  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 hotel in Zihuatenejo, MX, for three nights on Jan 13th, ****. On Sunday, Jan 21st, I learned our flight was canceled by the airline, and we would arrive a day later. I immediately emailed Rocket Travel to notify them and ask if there was any way we could change our reservation. I emailed again on Jan 22nd and Jan 24th. All three times I got no response. (I also contacted the hotel directly on Jan 22nd, who said I had to go through Rocket Travel for any changes.) We spent two nights in this hotel but paid for three - by no fault of our own. I have yet to hear anything from Rocket Travel.

  Business Response

  Date: 01/30/2024

  Hello *********** 

  
  Thank you so much for contacting us. We are glad to assist you. We truly apologize for the delay in response. We have been working on your request. Please keep in mind your reservation is under a strict non-refundable/non-amendable policy, since January 21st, ****, before 10:59 AM. Although the reservation is under this policy, we have contacted the hotel to request a one-night refund on your behalf. Unfortunately, the hotel has decided to enforce the current policy and denied our refund request. We are always happy to work on your behalf. But, we are subject to the terms and conditions the hotels have established, and we are unable to override their decision. 

  
  However, as a goodwill gesture and as compensation for our delay. We have decided to proceed with a 100 USD refund on your account. Please keep in mind we will refund you immediately. However, depending on your bank institution they may take up to 14 business days to show up funds back into your account. 

  
  We hope this resolution may be satisfactory for you. We remain at your disposal for any further queries you may have. 
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager
  ******************** Concierge 
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 01/30/2024

   
  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 - provided the refund is tendered within the specified parameters. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2024

  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 made a reservation through Rocket Travel/AAdvantage Hotels for the *************************. When I arrived to the hotel, they did not have my reservation and they said the confirmation number that I had from the Travel agency was not correct and not the number they needed. I had to wait nearly 2 hours before I was able to check in and during that time it was extremely stressful being in a foreign country and not having a place to stay after a long day of travel and spending thousands of dollars on a hotel. The reservations people at the hotel were leaving for the day and I was told that I would have to pay for the hotel again if they didn't get it resolved in time. Luckily we did get to check in, but what if the hotel didn't have any available rooms since they never received my reservation? This was a horrible situation to be put in.

  Business Response

  Date: 01/18/2024

  Hi *****,
  
  Greetings from Rocket Travel!
  
  We are so sorry to hear that your experience with our company has not met your expectations. 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.
  
  I have reviewed your case in detail. Please see the finding of our investigation below.

  
  We received a call from you at 18:36 on 9 January **** to report that the hotel does not have your reservation. The call lasted 20 minutes.
  Our agent contacted the hotel at 19:02 and spoke to Ms. ******** from the Front Desk at ******************************************** who informed us that the hotel did in fact have the reservation in their system.
  At 19:03, our agent attempted to call you but the call was routed to voicemail.
  An email was sent to you at 19:04 to inform you that ***************************************************************** did  have your reservation and you were all set to check-in.

  As you can see from the above breakdown, the reservation was honored by the hotel and the case was resolved with 30 minutes of you contacting us. Based on this findings, we regret to inform you that we will not be cancelling the reservation with a full refund as the reservation was indeed utilized by you for the entire duration of your booking nor will be providing any compensation for a delayed to check-in. 
   
  We understand how frustrated you must be and that this outcome may not be in favor of 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.
  
  Thank you.
  
  
  Kindest Regards,
  
  *************************
  Manager
  RocketTravel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 01/18/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:01/12/2024

  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 reserved a car through Rocket Travel which was through my ******** phone service. I have Covid and cannot travel and was denied a refund. Any other time one reserves a car, one doesn't pay until they pick it up. There is no reason I should not receive a refund. I booked it online and there was no effort by a human to help me. I'm being penalized for using a third party and paying upfront. I want a full refund.

  Business Response

  Date: 01/19/2024

  Hi *****,
  
  Thank you so much for your valuable time and kind patience. We greatly appreciate you comments. Your feedback helps us to improve. We understand the situation, we are truly sorry to hear your Covid test result in positive. We offer our apologies about our first request got denied by the rental agency, we explained the situation and rental agency requested any back up documentation for them to reconsider their response. We have received this documentation from you and we are negotiating with the rental agency the possibility for a full refund. We understand health situation, however, this reservation is under a strict non refundable policy and we are subject to the terms and conditions the rental agencies have stablished. 

  We guarantee you we will work hard to get best resolution possible for this unfortunate situation. We remain at your disposal for any further question. Please keep checking your email since we will communicate you the final resolution over this media. Also we need to inform you this process may take 4-6 weeks as maximum. I will personally keep working to expedite this process, if any resolution comes before I will immediately communicate you. 

  
  Kind regards,
  

  ********************** 
  T-Mobile Travel Loyalty Manger
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21137848
  
  I am rejecting this response because:

  There was no explanation of third party, nor of refund. No service was provided therefore refund is required.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/23/2024

  Hi *****,
  
  Thank you so much for your response. We are happy to work on your behalf. We appreciate your valuable time. We understand you are looking for a refund due to you tested positive for Covid. As we mentioned on our previous messages, we are currently disputing a refund with the rental agency. Unfortunately, this is not an immediate process and may take up to 4 weeks. We guarantee you we will work hard to get the best resolution possible 

  We love to work for you. We remain at your disposal for any further queries you may have. 
  
  Kind regards,
  
  ********************** 
  T-Mobile Travel Loyalty Manger
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:01/12/2024

  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.

  Since AAdvantage Hotels was taken over by Rocket Travel, the site advertises mile amounts on offer for hotel stays that are false to those actually provided upon purchase.Although emails delivered to *********************************** are occasionally responded to, many are not, or responded to in a manner that is incomprehensible.The AAdvantage Hotels program has lost significant value since operation appears to have been taken over by Rocket, but regardless, advertising an offer only to reduce the value of the offer upon following through with the purchase does not seem like a decent business practice.I made first contact regarding this problem, via the email address above, on August 13, 2023, inquiring as to why my account was being offered different mileage rewards at various steps in the process of making a reservation, and even while using different browser (how is this even legal?). No resolution was achieved from this contact. The email I received in response to providing a screen recording of the event was: "About your concern about the screen recording you've sent to us, there will no things to worried with, the details of it will be confidential in-between us and you as our valued customer. This is being handled care of. ****** has not been any follow up.Another email conversation was initiated on December 16, while hoping to make another reservation, to which I did receive response requesting screenshots, which were submitted December 16, 18, 2023 and January 10, ****, with no further response.I have attached a few screenshots, but the screen recordings offer telling evidence, if there is a manner by which I may submit those (.mov files from ******MB each)

  Business Response

  Date: 01/19/2024

  Hi *****,
  
  Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve our service. We have performed an investigation. We have found there was an incident with your account back on last year. However, we have been able to see it was cleared back on July 2023, but since then we did not find any type of reservation request. We did not find any type of communication coming from the register email address on your profile. Please let us know if you used different email address or if you can reach us at our email ************************************ or phone numbers listed below. 

  We love to work for you. We will keep waiting for your response. We remain at your disposal for any further queries you may have. 

  
  Kind regards, 
  

  ********************** 
  Rocketmiles Loyalty Manager
  ************** (US & ******) 
  ************** (International)

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21135263
  
  I am rejecting this response because:
  

  Not necessarily rejecting, but would appreciate further information or clarification.

  Thank you for the response to this claim. I do have record of discussion regarding a concern over a reservation made directly with RocketMiles in July of ****; however this (ongoing) matter involves an affiliate of Rocket, AAdvantage Hotels, with discussion thread found via email address indicated in my original submission.

  I have uploaded screen recordings providing evidence of exactly what is occurring over the reservation process:

  *******************************************

  *******************************************

  *******************************************

  *******************************************

   

   

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

  Business Response

  Date: 01/23/2024

  Hi *****,
  
  Thank you so much for your valuable time and kind patience. We appreciate your comments, your feedback helps us to improve. We have performed a deep investigation with our engineers to verify if there was any type of issue or glitch affecting our online booking system. However, they have confirmed there was no error/glitch in the system. We understand you may see a different amount of miles on our preview. But, that's the highest deal we offer with that specific hotel, keep in mind that's depending on the room you select and may change depending on availability and room type. We try to get the best benefits for you while you complete each reservation. But we are subject to the amount of reservations the hotel provide us to sale on their behalf and sometimes the deal on the preview may not be available any longer.

  We understand this may be frustrating. But our prices changes also based on availability and It also depends on every offer. Every hotel/room is a different offer. We always invite you to keep checking our website and you will find new great offers. 
  
  
  Kind regards, 
  

  ********************** 
  Rocketmiles Loyalty Manager
  *************** (International) 
  ************** (US & ******)

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21135263
  
  I am rejecting this response because: again, not necessarily rejecting.
  

  Thank you for taking the time to research the problem and provide response.

  I fully understand that reward amounts will fluctuate with market, but this is clearly not the case here, conclusively evidenced by the screen recordings. Significant drops in reward rates from landing screen to hotel selection to room selection? And different reward amounts offered through different browsers at the exact same time?

  It's not right, and it's quite evident that it will not be 'fixed'.

  In any case, as an avid fan of the AAdvantage program and the flight benefits it offers, in addition to the fact that I have very few other resources through which to accumulate miles/points (as a non-US resident), I have little option other than to continue using the service; I've merely lost all trust in it and am quite disappointed in the immense drop in value it offers since the apparent take over by Rocket.
  

  As there is apparently nothing further that can or will be done, the case may be closed.

  
  Sincerely,
  
  Maxim Jaskiw

• Initial Complaint

  Date:01/11/2024

  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.

  In November 2023 I used my Citi Thank You points (powered by Rocketmiles) to purchase two round-trip tickets. A few weeks later, on December 18, 2023, our plans changed and so I needed to change the dates of the trip//flight. It made more sense to cancel the flights and get refunded the points than modify the dates through Citi Thank You Travel. Prior to canceling, I asked how many days before the points would reappear in my account. I was told, "up to 14 days but it's usually faster." Given that I planned to transfer the refunded points immediately to the airline so I could rebook, it is/was critical to have the points refunded ASAP before the award seats were no longer available through the airline.Every day since December 18th (24 days now) I've checked my Citi Thank You account looking for the refunded points (~******* pts due to me) and still nothing. I've called the Thank You Travel department multiple times to see if they can help expedite this. They tell me it's a "manual process" and that it can take up to 14 business days. I explained that I needed to rebook and to please help expedite but they said I would have to wait the full 14 business days before they could do any escalation. Jan 8, ****, was the 14th business day. Still no points in my account. I called Thank You on that day and spoke with a supervisor who said she escalated the issue. Three days later (Jan 11th)...still nothing.At best this is terrible customer service, and at worst criminal. When I called back on Jan 2, I was told by ******* that I spoke with that Thank You was experiencing unusual delays and that I could take up to 30 days before I received my credit. This is not anywhere close to what was conveyed to me back on Dec 18 when I decided to cancel my flight. Had this information been conveyed, I may very well have chosen to modify my flight instead of canceling it. No amount of calling or escalating seems to help. This is a human process so humans can fix

  Business Response

  Date: 01/16/2024

  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 I have taken all necessary steps to address your concerns. 
  
  I'm happy to report that a refund of ****** points has been processed back to you and is now available for use. We do apologize for the delay in having  this case resolved.
  
  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.

   

  Kindest Regards,
  
  *************************
  Manager
  RocketTravel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The points were returned to my account 29 calendar days after I canceled my flight. This is not an acceptable practice by Rocket Miles. *********** everything worked out and I can put this stressful matter behind me.
  

  Sincerely,
  

  *********************

• Initial Complaint

  Date:01/11/2024

  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 attempted to use my American airlines points on 1/10/2024 to book ***********************. The system would fail to book the reservation, even though I had the points to do so, and it was offered to me from their website. I have wasted hours of my life trying to get a booking. I made phone calls to both American airlines as well as rocket travel. Neither one was able to tell me why it wouldn't let me use my points, or help me get a resolution. I got runaround answers and to just keep calling the other company from each of them. No one would help me with my booking. I have had to decide to close my credit card, because why earn points if I cannot spend points. These company's have made off well by f****** me over to the extent that I give up and throw my miles points away.

  Business Response

  Date: 01/15/2024

  Hello *******,

  Thank you for choosing us as your booking provider . We appreciate your valuable time and active cooperation for the resolution of this situation. We are glad to work for you. We have performed a dep investigation into all circumstances involved in this situation. We are glad your bringing this situation to our attention. We have identified the error message on your transaction, and the issue has been cleared. We encourage you to try again. 

  We deeply appreciate your comments and your feedback helps us to improve. Please keep in mind you my need to log out and log back and/or delete your browser history, before a new attempt. 

  We remain at your disposal for any further queries you may have. Please do not hesitate in contacting us back for any further assistance required. 
  
  Kind regards, 
  
  AAdvantage Car and Hotel Concierge 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:01/04/2024

  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 paid Rocket Travel $492.73 for 4 night stay at ***********************. On my receipt, it specifically says room has been prepaid in full. Nothing states that additional charges may be collected by the hotel. On my itemized bill, it states that I paid $80.13 for the room and $43.05 for taxes and fees. The hotel called and told me I owed an additional $126 because they only had a payment of $366 from me. When I called rocket travel they told me that those were their taxes and fees and that they only assume the room rate. No where on my receipt was this mentioned that these are not the hotel's taxes and fees and that I would owe more. It's false advertising and should be stated. I told the representative this and she apologized and said that yes that should be mentioned even though it is not. I feel like I was scammed out of the $126 because if I knew I would be paying in addition, I would have never booked this room. My payment also says it was made to RTI *********************** which is misleading because the full amount clearly did not go there.

  Business Response

  Date: 01/05/2024

  Hello ******, 
  
  Thank you so much for your valuable time and kind patience. We appreciate your comments, your feedback helps us to improve. We would like to offer our deepest apologies about the misunderstanding on this situation. 
  
  As a third-party provider, we have a contractual agreement with the hotel on the prices of the bookings we have with them. This rate is not intended to be disclosed by the hotel, As for the number of reservations we sale on their behalf we receive a confidential wholesaler rates. 
  
  Once a customer has made a booking with us, we are unable to adjust the price, as it has been agreed upon and confirmed by both parties involved. This is a standard practice within the industry to ensure transparency and fairness to all parties involved.
  
  Once again, I apologize for any inconvenience caused, and I appreciate your understanding in this matter. We hope this information helps you to clarify this situation. 
  
  We appreciate your time and active cooperation on this situation. 
  
  Kind regards, 
  **********************
  Rocketmiles Loyalty Manager
  ************** (International) 
  ************** (US & ******)

• Initial Complaint

  Date:01/04/2024

  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 reserved a rental car with Payless Car Rental (thru Rocket) for my sister-in-law to drive my 91-year-old mother-in-law from ********* to ******* ** for the holidays. When they arrived at the ***************** to take delivery of the car on Dec. 20, they were advised they would have to pay an additional $300, plus 35cents per mile. I reserved the vehicle using my AAAdvantage miles. Their reservation number was *********. My sister-in-law did not have the resources to pay the additional fees so did not take the car. Rocket is claiming I was advised of the additional charges in the fine print (pages of documents that no one reads). I have rented vehicles many time and never run into this situation. Non of the parties involved - American Airlines, Rocket Rental and Payless Car Rental have assisted in the resolution of this situation. The only thing I am asking for is the return of the miles used to rent the vehicle. Because American paid Rocket in cash and they will not refund the money, they will not return my miles to my account.

  Business Response

  Date: 01/05/2024

  Hi ****,
  
  Thank you so much for your valuable time. We appreciate your comments, your feedback helps us to improve our services. We deeply apologize for any inconvenience you have faced when picking the vehicle up. We have performed a deep investigation into all the circumstances involved in this situation. 

  We have verified in this reservation, there was a courtesy late check in request approved. Payless rent a car accepted to hold the vehicle until a later pick up time. We have also fully verified the "local renters policy". We need to advise you this information was displayed during the booking process. If you are renting locally there will be a 500 USD deposit, this amount will be hold on your credit card and will release back at the moment the vehicle has been returned. 

  During the booking process we also included "Travel Into Other Countries policy" this one containing the following information: at this location, unlimited mileage is available only when traveling within the stated geographical area, use of the vehicle is restricted to the counties of imperial, ***********, Orange, Riverside< **************, *********, Venture and travel to and from *********, ******. "For those traveling outside of the geographical restricted area, a mileage charge will apply. At the time of the rental, mileage packages are available. Please inquire directly with the renting location. 
  One way rentals are not permitted. All vehicles must be returned to the renting station. 

  Again, we apologize for any confusion on this situation but, since this reservation is under a strict Non refundable/Non modifying policy and all these policies were properly displayed during your booking process, we were unable to provide a refund. In our eagerness to help, we contacted Payless rent a car to request a courtesy refund and an exception for the non refundable policy. However, due to the circumstances that the policies were properly provided, and the exception they did for holding the vehicle to a later time. They have denied our refund request. 
  
  We regret this resolution does not seem favorable for you. We love to work on your behalf but, we are subject to the policies rental agencies have established and we are unable to overcome their decision. We hope this information help you to clarify this situation. We remain at your disposal for any further queries you may have. 

  
  Kind regards, 
  

  Cristofer L
  AAdvantage Car and Hotel Loyalty Manager
  ************** (** & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21099131
  
  I am rejecting this response because:  The mileage limit and geographic conditions were not plainly stated. If there, they were buried in paperwork that no one would read in advance.  Please note that I have rented vehicles on several occasions for my mother-in-law to visit us in ******* and have had no such issues.  Attached is a copy of the document Payless provided to Advantage stating ***************************** actually drove the car off the lot and returned it five hours later.  As I pointed out to Advantage, the in and out mileage are exactly the same and would have been different if that happened.  ***** was at the airport at the specified time and did not request a late pick up of the vehicle  She did not sign anything and did not take possession of the vehicle....period.  The fact they are making these false claims further makes me doubly concerned about their sketchy business practices.   I asked Advantage to request a copy of the rental car agreement with *****'s signature, but they ignored that request (she never signed anything). 

  Perhaps this claim should have been made against Payless directly?  I submitted the claim against Rocket because they are the third party coordinating the rentals.  They should be able to require a refund from their "partner" in this situation.  

  I would like to help avoid this from happening to someone else in the future.  My mother-in-law was nearly unable to attend our holiday celebration due to this situation and it put a huge damper on our holiday.

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

  Business Response

  Date: 01/08/2024

  Hi ****,
  
  Thank you so much for your response. We are glad to assist you. We truly apologize for any inconvenience this situation may caused. We understand may be complicated to read all the terms and conditions before completing you reservation. 

  As a company we would like to emphasize the importance of reading all terms and conditions, before to sign any contract. There are many different terms and conditions for: Insurance, driver license, geographic restrictions, miles limit, deposit, underage fees, local renter. All these terms and conditions are deeply display during the booking process. We attach this information before completing your booking for you to take in consideration all the policies that apply to you. 

  We apologize for the inconvenience on this situation. We regret this resolution does not seem favorable for you. However, our policies are really strict and since they were properly stated during the booking process, we are unable to provide a refund on this situation. 

  We greatly appreciate your feedback. We hope this information can help you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Kind regards, 
  
  Cristofer L
  AAdvantage Car and Hotel Loyalty Manager
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21099131
  
  I am rejecting this response because:  I continue to believe these terms and conditions should have been more prominent in the rental experience.  I would NOT have reserved the vehicle if I realized the additional charges would be so exorbitant.  I also believe the fact that Payless lied to their partners regarding what transpired when ***** arrived to get the vehicle.  As I mentioned, she did not sign any document and most certainly did not drive the vehicle off the lot for five hours.

  My only recourse in this situation is to discontinue patronage of American Airlines, Rocket and Payless.  This was a truly awful experience for myself and my family and I regret ever making this reservation.  

  I appreciate the help of the Better Business Bureau.
  
  Sincerely,
  
  ***************************