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:01/22/2025

  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 have paid this company ********* $856 to date for a 3-day 2 night all-inclusive stay and a cruise. They gave me travel certificates to book with a company called gocrv. However, it seems evident that, despite my ongoing efforts since last year to coordinate suitable travel dates with this company, my calls are no longer being answered. I would like to dispute my purchase of $856.00 to this company as they have not allowed me to book the promised vacation. I have repeatedly called, left voice messages, sent emails, chatted with a representative but no one is responding. Week of January 6- 9th called 4 times this week. For 3 calls, I was on hold for 2 hours then eventually disconnected. I requested a call back on the 4th call no one called me back January 15, 2025- I sent the email below: No response to this email Week of January 13th -16th - called again 4 times this week. All 4 calls I was on hold for an hour. I hung up. I decided to call a representative by the name of ******** at ************. In December ******** had called me to try and upgrade my package I told her I wouldnt consider it because they were already giving me a hard time with my initial package. She assured me that if I had issues booking my travel, to call her which I did on 1/14/25.- She never returned my call. No one at ***** called me back January 21, 2024 Called again. Was on hold for 1 hr 30 minutes. Hung up and started a chat with a representative. See next pages January 21, 2025 I called **** as directed and left her a message.January 22, 2025 No one has called me to-date. I called ********* again today. Same drill- was on the phone for 90 minutes and no one answered. At this point I want my money back.

  Business Response

  Date: 02/12/2025

  Dear ********,

  Thank you for the time youve spent working with our team, and we sincerely apologize for the frustration youve encountered. At EZ Travel Trips, our goal is to create memorable vacation experiences that bring joy and lasting memories to our customers.

  To recap, you completed your initial vacation from May 1822, 2024, in *************. Following that, we sent you certificates for additional vacation, which included: 

  Cruise with $150 **** & 4/3 All Inclusive with $250 ****. 

  This gift is serviced by our Third-party vendor, Gocrv, who you have referenced in your complaint.  Once the complaint was received by us, we asked ***** to contact you directly.  Per our relationship manager, you have made contact with them and are currently in the process of planning your trip.
  

  Should you have any additional questions or concerns, please dont hesitate to contact us at ************. We are here to assist and look forward to resolving any outstanding issues.
  

  Thank you for your understanding,
  The EZ Travel Trips Team

• Initial Complaint

  Date:01/13/2025

  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.

  Weve paid for a vacation package and cant get them to answer calls. We waited on hold for 4+ hours today. Weve tried before and normally it takes 2+ hours to get through. Then if they do answer they tell us to call back when they can give us more answers. Some of the worst customer service Ive ever seen!

  Business Response

  Date: 02/04/2025

  Dear *****,

  
  Thank you for the time youve spent working with our team, and we sincerely apologize for the frustration youve encountered. At EZ Travel Trips, our goal is to create memorable vacation experiences that bring joy and lasting memories to our customers.
  To recap, you completed your initial vacation from April 13, 2024, in the ***************. Following that, we sent you certificates for additional vacations via email. These include:
  A 4-day, 3-night hotel accommodation package in *******, which includes round-trip airfare for four people and four theme park tickets.
  A certificate for a flexible cruise, allowing you to choose between a 4, 5, or 7-night cruise.
  It looks like on 1/14 our partner reached out and you were booked and confirmed for travel.  
  Should you have any additional questions or concerns, please dont hesitate to contact us at ************. We are here to assist and look forward to resolving any outstanding issues.
  

  Thank you for your understanding,
  The EZ Travel Trips Team

• Initial Complaint

  Date:12/06/2024

  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 purchased a travel plan from the company on November 4 2024, I was promised 3 trips + this was part of a buy on get one free sale in which I could also gift 3 trips. I would have been responsible to complete a tour of one of the company's resort timeshare properties. Once the first trip was booked, I was confirmed to stay in the *********************, however, when I received a confirmation call from a third party, the call came from a different location to check in, The "*********************:. When I inquired of this change on Nov.11th , I was told that my previous reservation was denied due to a credit check, though I have stayed in the resort before, with no credit check ever being done. I agreed to accept the change, but when I arrived to the hotel that my reservation had been changed to, I was terribly disappointed. I traveled by plane to ******* fl, with my toddler. When arriving to the sponsors hotel, they were very rude and inhumane. The hotel room was not that of which was promised and was the equality of a 1 star establishment. I did not check into the hotel, I rented a vehicle and returned home the same night that we arrived. I called EZtravel trips to request a refund though I have spoken to many employees including , mesha, *****. All of which have promised that a supervisor would give me a call back in order to further assist me. When I call the customer service number, as of 12/5/2024 I am no longer able to get in touch with a representative as if I am being avoided. The amount paid was $100 for the resort fee of which I never received, or stayed. Also the vacation plan cost $299. The advertisement came in the form of a text message direct to my phone. After reading reviews of other people in the same situation I realize that the company does not hold up their accountability. I expressed that I do no feel safe or secure when trusting them with my travel request and would like a full refund. I have not gotten a response at this time.

  Business Response

  Date: 01/05/2025

  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  

  We have processed your refund. Please allow 2 to 3 business days for it to reflect on your account. If you have any further concerns, feel free to reach out. We are always happy to help. 

  
  

• Initial Complaint

  Date:11/05/2024

  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.

  Subject: Urgent Request for Refund Due to Medical Emergency Dear EZ Traveltrips Team,I am writing regarding my recent purchase of a vacation package on June 17, 2024, with the confirmation number #*********. Unfortunately, due to unforeseen medical circumstances, I must request a full ********* partner is facing serious health concerns and has been advised to see multiple specialists, including a neurologist, as she may have a brain tumor. Because of this, Ive been in and out of medical appointments and attempting to reach your team over the phone. However, each time Ive called, Ive been disconnected or unable to speak with anyone who could assist me. Ive made repeated attempts to explain my situation, but no one has provided guidance or support through this challenging time.Due to these health issues, I am unable to commit to the vacation package or attend the required meeting with my partner. I would also like assurance that no additional fees will be charged, including the $200 no-show fee, as we cannot anticipate when she will be well enough for us to participate in this trip.Given the potential for significant medical bills, I urgently request a full refund of the $698 paid. I hope you can understand the sensitivity of our situation and help expedite the refund process.Thank you for your assistance in this matter.Sincerely,**** *******

  Business Response

  Date: 11/15/2024

  ****, 

  Thank you for taking to the time to speak with a team member. We are happy to hear that your issue was resolved to your satisfaction. If you need anything please do not hesitate to reach out, we are always happy to help. 

   

  We are also wishing speedy recovery for your partner. 

   

  Best Wishes, 

  The EZ Travel Trips Team

• Initial Complaint

  Date:10/09/2024

  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 purchased a vacation package from EZ Travel Trips. I cannot get anyone to respond to my phone calls or text message on their website. I paid $598.00 via my Affirm account from Sept 5, ******************. I want my money back.

  Business Response

  Date: 11/18/2024

  Hi ******, 

  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations. We have reviewed your account and your vacation package expired this past September and does not qualify for a refund. 

  This is because you originally purchased your vacation package in September 2023. We have a 7-Day Refund Policy, and our standard package expires one year after the purchase date. As it stands your package has been expired for several months. All calls/ messages are recorded and we only have a record of you attempting to contact via our website chat in October 2024. During this chat you never mentioned wanting to cancel and was past your 7 days cancellation date, and a month past your expiration date. 

  Although we can not grant a refund, we have options for you to extend the life of your package. Please feel free to reach out at any time, we are always happy to help. 

  Regards, 

  The EZ Travel Trips Team

• Initial Complaint

  Date:09/12/2024

  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.

  We bought a vacation package from EZ travel trips on 8/30/24 We agreed to a layaway package we were supposed to pay a downpayment of $21.16 and monthly payments of $5 for 18 months. They charged my card twice for$42.32 a total of $84.64 they then sent terms and conditions of the transaction after receiving payment which makes them void. I verbally cancelled on 8/30/24 then again in writing on 9/5/24 they still did not cancel my account and only gave a partial refund. My bank is involved as they were notified immediately of the fraudulent charges.

  Business Response

  Date: 10/10/2024

  Tionna

  We want to apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  
  We have refunded the remaining balance from your layaway purchase.  
  Please reach out to us if you have any remaining complaints. We are always happy to help! 

• Initial Complaint

  Date:07/30/2024

  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 want a refund from EZtravel trips. My daughter has severe health concerns and I am unable to travel because I am taking care if her. I had told eztravel that I was not interested during the initial phone call but because I did not cancel in 14 days they will not issue a refund. You would think that ******** would understand that my daughter is sick and understand that traveling is the least of my worries. I told EZtravel I was not interested in their package during their initial call. The fact that EZtravel won't give me a refund considering my circumstances with my daughter proves to me this company lacks humanity and integrity. How they can possibly think I want to go on vacation when my daughter is ill is beyond conception.

  Business Response

  Date: 09/05/2024

  *****, 

  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  We do sympathize with the struggles you are facing with your daughters health, and we wish for a speedy recovery.
  We have cancelled and refunded your vacation package and were in contact with you throughout the process via customer service ticket # ****.

  Thank you,
  The EZ Travel Trips Team
  
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  April 27, 2024 I purchased a vacation package from ******** for ******. In May I started calling to book a trip for June or July because I am a teacher and off during the summer. You only have 12 months to take the trips so I was trying to book. After several unanswered phone calls or returned calls, I finally did a request on line. I received an automated response with a location and confirmation number to speak with a ***resentative and to this day I haven't heard from anyone. At this time I would just like to get my money back. Also I think that it is a scam because I am still getting calls from the company saying that I have funds available from before Covid which is the same line the other *** told me. Also being a teacher gives me limited time options that's why I was trying to get 1 trip in before the summer ended. I just want a refund.

  Business Response

  Date: 08/08/2024

  ********,
  We want to apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  After reviewing your account and the interactions with our staff, we believe we did meet our high standards of customer service. First, we state that all calls are recorded. We contract two outside companies to record each call. We reviewed your phone number in our system, and it shows that we attempted to contact you on 7/11/24 at 2:41 pm one of our Reservation agents reached out for your 2:45 pm appointment time and left a voicemail. On 7/23/24 you returned our voicemail at 5:55pm and all agents were on calls helping other customers get out on vacation, and we returned your call on 7/23/24 at 5:57 pm. We also have also sent correspondence in customer service ticket #****.
  Our Reservations manager reached out within 24 hours of receiving your BBB complaint and left a voicemail with her direct contact information. We also have updated correspondence in your customer service ticket # ****.
  We want to help create lifetime memories, we would love to still get you out on vacation. Please reach out to use, so we can help you utilize your vacation package.
  Thank you, 
  The EZ Travel Trips Team
  
  
  Thanks,
  ********
  Reservations Manager
  
  

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thanks for your response.  I did not receive a return phone call from one of your agents on 7-23-24. I have included my phone log to show this. However my trip expires before I will be able to travel again because I am a school teacher and my travel time is limited.  I would just like to close the account and receive a refund.

  Regards,
  
  *************************

  
  

  Customer Answer

  Date: 08/13/2024

  Copy of phone log

  Business Response

  Date: 09/09/2024

  Hi ********, 

  Again we do apologize for the frustration you have experienced with our team. We do work with outside phone dialing systems to help ensure a customer is never left unhelped. Although we do have records of our customer success team and reservations team reaching out to you, we have processed your requested refund. Please allow 5 to 7 days for the refund to be reflected on your account. 

  Please reach out if we can help in any way.

  ***************************;

• Initial Complaint

  Date:07/16/2024

  Type:Delivery 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 for this and have tried to reach the company with no success. One of the numbers given to me says it is not a valid number. The other number I keep getting hung up on.

  Business Response

  Date: 08/08/2024

  *****,
  We want to thank you for the time you spent with us. We apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  Our reservations number was recently down for maintenance on 7/16/24 for a few hours and do apologize you were not able to get in contact with us over the phone. We were in communication with you in the **************** Ticket #****, and our live chat. 
  If you have any further questions or concerns, please feel free to contact us.
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellence customer service. 
  Thank you,  
  The EZ Travel Trips Team
  
  
  
  
  Thanks,
  ********
  Reservations Manager

• Initial Complaint

  Date:07/07/2024

  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.

  We bought a vacation package and paid for additional resort fees to stay at a resort and our reservation was canceled or never made. We paid on 4/25/24 and scheduled our trip for 7/7-7/11 and they canceled by voicemail on 7/5/24. Not ok

  Business Response

  Date: 07/25/2024

  *******,
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  We do sympathize with the struggles with your reservation. At EZ Travel Trips it is our top priority to ensure our customers are aware of the agreements into which they are entering. We have established and actively utilize several tools to ensure the protection of our customers and our company.
  First, we state that all calls are recorded. We contract two outside companies to record each call.
  Second, we conduct a Reservation verification on every  reservation booking. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  During this verification process it states You must confirm travel within 30 to 7 days of travel departure dates that you are still planning on making your vacation. You can call us at ************* or email ************************************** we do not hear from you prior to 7 days then we will cancel the hotel reservation and you will forfeit any and all taxes, fees, and or upgrade monies.
   We did not receive confirmation of your vacation prior to 7 days to travel. A reservation agent reached out and left a voicemail 4 days before travel. Per the terms of your reservation, we had to cancel your reservation. However, we did not forfeit your taxes, fees, and upgrade monies . A reservation agent was able to rebook your reservation when you reached out on 7.7.24 and you travelled 7.8.24-7.12.24 to ****************. At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellence customer service and have to follow the policies per the terms and conditions.
  If you have any further questions or concerns, please feel free to contact us.
   Thank you, 
  The EZ Travel Trips Team