Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:04/01/2025
Type: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.
This company lied and said they did not receive our selections and gave us a show that was far lower priced than our preferred said there was tickets available but would need to wait until they arrived in ** and ask the tour director - which again said wait until the night of the show. And then no tickets available. They are a bait and switch lying company. And just pass it off onto the next person. Many many many bad reviews. And resolution? How do you replace going to ******** on your daughters first trip to ** and Broadway?Disaster of a company! Wish I had checked reviews before signing my daughter up for the school trip. Lack of communication- only were told a few days before they left what show selections they received and we were informed we got the worst one we had listed and apparently they never received our selections. Never said anything- when asked about it said they sent reminders to complete. Well we had completed so of course didnt complete another as we had done it. Had said only tour director could aid and there were a few tickets available to the preferred show. But as is the par for the course when asked had to wait, and then on the night of the show SHOCKINGLY was not any tickets. The trip they forgot places werent open on Sunday. Food was different, whole thing was a nightmare. Super disappointed and please look at the reviews and do not let your child go on an overpriced mismanaged and planned school trip. Honestly disappointed isnt even a strong enough word.
Business Response
Date: 04/03/2025
******, were sorry youre so disappointed. Weve spoken with the team that worked on this trip and we sent you three reminders about making your show selection; the fact that you continued to receive these reminders should have been an indication that we hadnt received yours yet. As to the food on Sunday, we do at times make real-time decisions to adjust the itinerary, for a variety of reasons related to a better experience for our travelers.Customer Answer
Date: 04/03/2025
Complaint: 23147497
I am rejecting this response because: I do not think you understand how this works.
Sincerely,
****** ****Business Response
Date: 04/07/2025
Like we previously mentioned, our company sent three different reminders to fill out the form for show tickets. We received no response. We checked options for getting her tickets to her preferred show at the last minute but unfortunately there were none available.Initial Complaint
Date:06/18/2024
Type: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.
Remedy for public humiliation.An apology letter to an equal publicity as humiliation was exposed. Refund for travel payment. Please see the attached PDF file for the issue and claim.Business Response
Date: 06/19/2024
Can you please provide us with a phone number for us to reach you at? Since this was something that was discussed last year, we would like to speak to you directly. Thanks!Customer Answer
Date: 06/26/2024
Complaint: 21866091
I am rejecting this response because: To respond to the Business request: If you have new information to provide, I welcome them either through the BBB platform or communications through email at ********************.
Thanks.
Sincerely,
***************Business Response
Date: 06/26/2024
Thank you for allowing us to respond. Bob Rogers Travel has been dealing with this matter for nearly one year. The event in question was unfortunate and an apology was issued. The student participated in the European music trip and therefore there is no refund since the services were provided to the traveler. The individual who that the customer is upset with was not even an employee of Bob Rogers Travel. However, given that the customer was upset, we dealt with the matter as best as possible.Customer Answer
Date: 06/27/2024
Complaint: 21866091
I am rejecting this response because:
The response from the Business today is not satisfactory. I attached the apology letter I received from BRT on Oct. 23, 2023. I continue to request a sincere apology letter that is publicly published. The letter drafted last year lacked sincerity and it was not public in nature. By no means, having a student wear a clock all day long and several days for tardiness can be interpreted as just for fun.
Thank you.
Sincerely,
***************Initial Complaint
Date:02/04/2024
Type: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 $265 on Sep 15 2023 for a travel organized by our middle school's band teacher to a trip to ***********. Post payment we found that the school didn't comprehend other conflicts and we had to cancel it but we never received a refund. I was penalized for a mistake done by the school.Business Response
Date: 02/05/2024
Hello,
The traveler declined insurance and on September 3, 2023 signed the *** Payments Agreement that states we cannot issue refunds without insurance. For this reason, we are unable to issue any refund.
Customer Answer
Date: 02/06/2024
Complaint: 21244773
I am rejecting this response because the cancellation was made within 20 days of the 1st payment and well in advance of the trip, nearly 5 months ahead of the trip. At a minimum partial refund should be issued.
Sincerely,
***************************************Business Response
Date: 02/06/2024
Per the signed agreement, Bob Rogers Travel cannot offer you a refund without insurance which was declined.Customer Answer
Date: 02/06/2024
Complaint: 21244773
I am rejecting this response because you have accepted another student at ************** and have also collected full fee from them, essentially twice the income from one spot. So, your business practice is unfair and unethical.
Sincerely,
***************************************Business Response
Date: 02/19/2024
The traveler declined insurance. On September 3, 2023 the *** Payments Agreement was signed that specifically states we cannot issue refunds without insurance. For this reason, we are unable to issue any refund.Initial Complaint
Date:01/30/2024
Type: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.
My son *************************** signed up for an high school orchestra class trip to *******. My wife ************************* made the arrangements for payment. We made payments towards the trip. He now has a scheduling conflict with his current college course schedule. He his enrolled at a local technical college while still in high school.He is no longer able to go on the trip, because of the class schedule conflict. We had purchased insurance to protect us from this situation. Bob Rogers Travel is refusing a refund. We paid for services that have not yet been rendered, as the trip has yet to take place. We are looking for a refund and would appreciate any help we can get.Thank you,***********************Initial Complaint
Date:10/02/2023
Type: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.
My daughter was supposed to travel to ****** with the band in March of 2020. I paid $1100 total to ************'s Travel for this trip. ****** was shut down in March of 2020 due to covid. The band was given the option to reschedule the trip to the following year using the money's already paid, plus any increase in rates. However, my daughter graduated that spring and as such, she was no longer a student at the school the following year. We, the parents were advised that this money could be rolled over to another traveler. Fast forward to present day, my son will be traveling to ********* with the choir spring ****. The company is refusing to transfer the funds to the new trip, citing that they cannot because the ****** trip was already archived. So essentially the company is keeping my $1100 and rendering no service for it. I NEED the $1100 back, or the amount rolled over to my new traveler. I simply cannot afford to give away $1100.Business Response
Date: 10/02/2023
Hello!
Thank you for reaching out. *****, our Director of Client Operations, will be reaching out to you to soon.
Thanks!
Initial Complaint
Date:06/07/2023
Type: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 $725 to bob rogers travel towards my son *********************** trip to ************* with ******** school...$50 of that was for ********* insurance on trip. I decided to cancel 2 months prior due to my sons increased anxiety he began having this school year. I felt it was best to stay home from the trip without a parent going.I sent the request to cancel to bob rogers travel march 20, 2023. 2 months befofe trip. I asked for refund or atleast partial refund. I sent them documents and doctors note and files a claim with trip mate insurance for refund. *** rogers and tdip mate refuse togive refund. **** matr said my son had to be hospigalized to be considered for a refund. That was not told to me when i booked the trip. I was told doctors form staing the issue. And thats what i submitted. Never have i booked a trip with no refund policy. Trips ha e atleast a partial refund policy. Refund less the cliser it gets to the trip usually.Business Response
Date: 07/07/2023
We have already been in contact with this person. ******** denied her claim because she didn't have the proper documentation/qualifying event. I encourage her to reach out to the last BRT representative she was talking to if she has any additional questions.
Thank you!
******Customer Answer
Date: 07/10/2023
Complaint: 20159047
I am rejecting this response because:I have contacted both bob rogers travel and trip mate regatding my claim about a refund. Both keeps referring me to the other saying its not their choice. ******* wants to refund and blames the other. I canceled in plenty of time before the trip (2 months before)
I purchased trip insurance when booked the trip plus i had a note filled out from doctor about my sons anxiety.
Sincerely,
***********************Business Response
Date: 07/12/2023
Unfortunately there is nothing Bob Rogers Travel can do at this point in regard to this complaint. ********* needs to follow up with this client if they haven't already done so.Customer Answer
Date: 07/18/2023
Complaint: 20159047
I am rejecting this response because:Unfortunatley ********* is saying its *** Rogers decision. Neither company wants to deal with this. They are passing it back and forth and making excuses. Terrible customer service. TO have zero cancellation policy yet bribe customers to "BUY" trip insurance is fraud.
And *** Rogers is the travel company so it should be there responsibilty.
Sincerely,
***********************Business Response
Date: 08/10/2023
Hello,
Please contact *************************, Director of Operations, at ********************* to discuss this further.
Customer Answer
Date: 08/16/2023
Complaint: 20159047
I am rejecting this response because:Am i supposed to call the person (*************************?) . I did talk to several people about this at *** Rogers. Thee keep pushing the responsibilty on the insurance company-*********. and the insurance company puts it back to BOB Rogers Travel *** to resolve this.
Sincerely,
***********************Business Response
Date: 08/18/2023
Yes, call ****. He works for Bob Rogers Travel as the Director of Operations and will sort this out with you.Customer Answer
Date: 08/23/2023
Complaint: 20159047
I am rejecting this response because:I have spoke to a couple different people/supervisors at *** Rogers. I am told to contact *********. I also have emailed several people at *** Rogers.. They should of forwarded all emails to **** by now. Can they forward all my emails etc to him? That way he has all the information from the beginning. They should of contacted him to begin with when I first contacted them. I will also try to find his email on their website. **********************;
Sincerely,
***********************Business Response
Date: 08/24/2023
Yes, he should receive your information. His email is on our website, Bobrogerstravel.com.Customer Answer
Date: 08/27/2023
Complaint: 20159047
I emailed **** at *** Rogers.
***********************Business Response
Date: 08/30/2023
Thank you for letting us know. Please use that email for all future conversation regarding this issue.
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