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:02/06/2025

  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 purchase a vacation package from this H31353532**34**303638H agent. I Paid $3400 for this trip. I am very dissatisfied from the service I received. Everything that she had promise to me that was in the package deal we didn&#**;t get what we was told. I would like a partial refund for the inconvenience and misleading items that she told us was included in my vacation package.

  Business Response

  Date: 02/09/2025

  As a travel agent, I facilitate travel arrangements through established third-party providers. My role is to assist clients with planning and booking, but I do not directly manage the services provided by these third parties (e.g., airlines, resorts).
  

  The booking process involves providing quotes based on the client's requests. A booking is finalized only upon client acceptance of the quote and receipt of payment. Details regarding included amenities are provided by the third-party providers and are subject to change without notice.
  

  In this instance, the client's trip was completed. All booked and requested components were provided, including round-trip nonstop flights, airport transfers, five nights at an all-inclusive resort, and travel insurance.

  Business Response

  Date: 02/09/2025

  Client has repeatedly accused me of "lying" and "cheating" and has provided a negative review on ******** accusing me of the same. Trip was taken over six months ago and a response to her requests were provided directly to her at that point. The day after our ******** Messenger conversation, Ms. **** posted disturbing pictures on ******** enacting a murder scene, with blood all over her and another woman, along with a body bag and shovels.  Her caption to one of the photos was "F.A.F.O.".  After researching what these initials mean (F**k Around Find Out), I felt that this was a threatening message to me.  I ceased all communication, at that point.  Recently, Ms. **** contacted me again on ******** Messenger, with the same accusations.  I responded with similar information I provided to this complaint and shared that this would be our final communication as I felt threatened by her social media post.  I obtained screenshots of the pictures, in case she removes them. I have also consulted with an attorney and we are prepared to file a restraining order on Ms. ***** if we believe she threatens me again.

  The fact is Ms. **** and her son, were provided everything she purchased and she did take and complete the trip.  Any issues she has with what was/was not provided at the resort, with the flight or the transfers would have needed to have been resolved with those providers.

  Customer Answer

  Date: 02/10/2025

  Complaint: 22909317
  
  I have reviewed the business' response and am rejecting it because:  the pictures were a Halloween photo shoot for a friend business. The other female was my cousin. We actually were in a national contest for the photo shoot and got 4th place. The business got the idea from ******** with other friends doing it. I can show e*amples of where she got the idea and our pic. I can also prove it was for a national contest. I cant screenshot all of the te*t to prove she said she thought it was like ************** where you didnt need reservations. She gets paid to plan the trip. SHE COULDNT MAKE ONE PHONECALL. Also, ******** and ****** have a review section for a reason. If you go on my page you will only see one other bad review besides ******. The rest all all 5 stars. I will call the bbb again tomorrow to see if I can fa* all of the conversations between us. Showing she didnt give us the itinerary until 4 days before leaving. Did not tell us about luggage. Said we didnt need the app when we did. If you have any questions or need any documentsfeel free to call me. I can also get a letter from the photographer along with the contest we were in. Along with e*amples of others doing it. Fafo is a saying all Gen * says. I have a shirt that says it. Watch ******** reels or TikTok and you will see its used all the time. I can give names of the people who use it as a joke all the time. I planned on that shoot over a year before we ever got it done. You can go back and see us talking about it a year before. Also, why is someone I dont know creeping on my page? I have it semi private. Pretty creepy she stayed friends with me after the trip and looked all over my page to come up with her own story. Im sorry but I will not accept what shes accusing me of. I have way more things to worry about than her. Like I said I can get all the paperwork on the photo shoot. It wouldnt let me send all of the screenshots I wanted you to see. However,  u can see she said we didnt need reservations as hard rock hotel wasnt like that. Well thats not where we were staying. You can also see the issues about luggage and not having our info to get the itinerary to sign up for the hotel until days before we were to leave. If I could send the rest of the conversation. You would see how much I bragged on her and even had someone ask about her and I gave her Corries information. I had to wait to do anything with the bbb as I had to have Breast surgery, where I had to have half my breast removed due to cancer, elbow surgery, a colonoscopy, with biopsies , and endoscopy with biopsies , (I find out on my birthday the 13th this week if I have to have surgery for my gi tract.) Then, my 77 year old father had long lasting Covid. Then I got sick. I am due for another surgery soon as well. Along with more biopsies. My son was sick, then he had to have surgery. I was trying to get the time, however with all the surgeries, drs, and sick people. I couldnt. I would like to show more of the conversation. Where I can prove more on how she told us we didnt need to make reservations, need the app, and our info to type in to see our info on the app. There are pics of it on the screenshots. You can see 4 days before we still didnt hVe the info. I need a fa* number to turn in the screenshots of our conversations. I tried to upload them, and they say too big. The screenshots prove she said we didnt need the app, didnt need to make reservations, and had no number days before. Let me know a fa* or email of some sort for me to turn in the screenshots 

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

  Customer Answer

  Date: 02/10/2025

  About the photos. It was in August when I went to see my cousin over a month after the trip. I wont take them down as I am proud of my friend photography and the fact we got 4th place in a huge Halloween contest. There was no reason for her to still look on my page after the trip. I actually just blocked her on my page so she cant make up stories about feeling threatened. I also have the dates and pics to show it was a month later. I have also contacted a lawyer due to defamation of character. This could have been taken care of in a much easier way. Not sure why Im getting accused of anything she made up in her mind. When I have actual screenshots of her not telling the truth. A straight up lie. Once again. Please let me know how I can send the screenshots to you. Even the hotel was disgusted. As well as the new travel agent we have. I am a single mom on disability and this trip cost 2 almost 3 months of my pay. 

  Customer Answer

  Date: 02/11/2025

  I have probably 30 screenshots of all of our conversations, including the ones where she specifically said herself. I just got off the phone with hard rock hotel and they dont need reservations. I gave her $3400 to be our travel agent and she couldnt even make a phone call to ****************? Even the workers there were disgusted. And felt sorry for us and tried to accommodate us a couple nights. When shes talking about a murder scene, I almost have to giggle because it was not the day after I talk to her. It was in ********* for a photo shoot for a Halloween contest that we got fourth place in my first question is why is she on my page snooping its kind of creepy. ** this was after we went on vacation, so there was no need for her to be on my page. I actually just blocked her last night because I know shes still getting on my page. I have better things to do than the think of something like that about her family. I dont even know her nor do I know if she has a family we won fourth place in a contest that was over 50 states. I can give you all of the information if you would like I have the contest information the lady who did our photo shoot. I have the pictures even though ***** is trying to use them against me. I can Give you the information to our photographer. I have nothing to erase off of my page ** she is claiming I will Im actually quite proud of those pictures since we got fourth place in *******. Yes, it took me six months to get a hold of her because I went out of town to see my cousin which you can tell was a month later not the next day so thats another lie. Shes told it was over a month later. I couldnt get a hold of her because I had breast cancer. And had to get half my breast off. Then shoulder surgery, then elbow surgery. Then our family all had Covid at my house. Including my elderly father so I was very busy. The. My son just had surgery. Like I said, I have every screenshot of us talking, including where she lied about not needing the app or reservations. She is Threatening me with lawyers. Which it says above not to do, but if she wants to do that, I can go get one for Defamation of character after what shes said about me in our text. Please call me so that I can figure out how to send all of the screenshots to prove what she said as the ones above say that the screenshots are too big to send

  Business Response

  Date: 02/12/2025

  This response serves as our final response to the complaint regarding their recent travel arrangements.

  As a travel agent, my role is to facilitate travel planning and bookings through established third-party providers, which package airlines, resorts, and transportation companies. It is important to understand I do not own or operate these third-party entities and therefore cannot control their individual service levels or operations.

  My services to all clients, including this client, are offered free of charge. This means there are no service fees or booking fees collected by my business. Because my services are complimentary, there are no fees paid directly to my business that are eligible for a refund.

  All payments for travel arrangements are processed directly between the client and the respective third-party provider via the clients credit card. No funds for these services are handled by my business.
  

  In this instance, the client booked and received the following travel components through the third-party providers: round-trip nonstop flights, round-trip airport transfers, five nights at an all-inclusive resort, and travel insurance. These services were provided as booked and requested.
  

  As my complimentary travel planning services were fully rendered, my final decision is that no refund will be issued by my business.

  Customer Answer

  Date: 02/21/2025

  I will call Monday to get a person to tell me how to send you all the screenshots she lied to me about. I also want to know who else I can talk to as she was talking lies about me which is defamation of character. You may have closed the case. But I will find someone to listen. Shes off her rocker making stories up and stalking my fb page. I blocked her. I asked 2 times for someone to help me get the screenshots to whoever is dealing with this case. No one called. She did not do her job. So Im not sure why youre Siding with her. Especially since my request for help on getting the screenshots to you. Ive talked to other travel agents, they were all horrifie. You know youre not a good travel agent when the hotel is mad.