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:07/01/2024

  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 have spent $598.00 on a travel package. The package I acquired was misrepresented in terms of its usability and availability, contrary to what was assured during the initial sale. The included features specified in the package are consistently unavailable on the dates I desire, effectively coercing me into upgrading at additional cost for services that were originally promised. This practice not only breaches the terms of our agreement but also raises serious concerns about the integrity of your company's sales practices. Nearly a month ago, I reached out to address issues with the package I purchased, which has proven to be largely unusable due to misrepresented availability and features. Despite my repeated follow-**** I have yet to receive a satisfactory resolution. Your representative mentioned a refund policy of seven days, which is insufficient given that it took longer to realize the package's complete lack of utility. I kindly request a full refund for the package purchase as soon as possible to resolve this matter promptly.

  Business Response

  Date: 08/02/2024

  ****,
  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 sale verification on every sale. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  The digital verification receipt is recorded by a third-party vendor and the same receipt is sent to each customer.
  Each of these steps was taken by our sales agent, team lead, and administrative staff. The package that you purchased is for a 5 day 4 night standard hotel accommodations and everything is based on availability. After the purchase was completed, you also received a confirmation email with the details of your package.
  When you were ready to book your vacation you spoke with our Reservations Manager *************************** who explained that the time you wanted to travel the standard accommodations that were included in your package were not available. ******** gave you additional upgrade options, and also gave you alternative dates where your standard accommodations were available. We have to offer alternative Destinations that have standard accommodations available every time. The customer has to know they have to ability to travel to at least one of our destinations at any given time for the standard.
  As a part of our terms and conditions we do have a 7-Day Refund Policy, and our standard package expires one year after the purchase date. We also offer other options for customers to extend their vacations Package life span. We were in communication with you via the **************** 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
  
  

  
  

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 24th, I was contacted by a representative from EZtravel to sell a vacation package. I initially declined the offer, but the representative assured me that the vacation package could be paid for using the Affirm app. He mentioned that he would put $698 on a virtual card to cover the cost.However, once the loan was processed, I found myself owing $698 plus interest, which was not what I agreed to. This has caused me significant financial distress and inconvenience

  Business Response

  Date: 07/09/2024

  *****,

  
  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 sale verification on every sale. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  The digital verification receipt is recorded by a third-party vendor and the same receipt is sent to each customer.  
  Third and specifically with customers who choose to utilize Affirm, clarify multiple times that Affirm is a third-party loan. When customers choose to purchase using the Affirm product, as a company, we are only able to email the customer with an official Affirm link apply for the loan. Applications are only ever completed by the customer and never by the sales agent. We are only able to fully process Affirm loans when the customer verbal provides us with a one time use credit card number provided by Affirm. We do not have access to that information. Along with the loan application, Affirm has its own terms and conditions that the customer agrees to.  We have reviewed your call and reviewed your verification receipt (which is date and time stamped with your IP Address).  
  Each of these steps were taken by our sales agent, team lead, and administrative staff. During the call you stated you wanted the vacation package, submitted the loan application via Affirm, provided us with the one time use credit card, and agreed to all the payment to be collected. After the purchase was completed, you also received a confirmation email with the details of your package. At the time of receiving the confirmation email. Our excellent customer service team has attempted to reach you in regards to your concerns with your affirm application, and have created customer service ticket # **** for you. Please contact us at your earliest convenience.

  
  Thank you,  
  The EZ Travel Trips Team 

  Customer Answer

  Date: 07/09/2024

  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. 

  I have not received a phone call from EZ TRavel or had the opportunity to review said recordings. I stated multiple times I didn't want to pay for a package and was told EZ TRAVEL Would be paying by putting money on the card that I provided not taking money off the card or signing a loan, which is deceptive and fraudulent. I want my money back. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 07/25/2024

  *****,
  We want to thank you for the time you spent working and talking with our Manager ***. 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 processed your refund on Monday July 15th 2024.
  We were in communication with you while canceling via the **************** Ticket #****. You should have received a cancellation confirmation from [email protected].
  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
  
  

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The initial call for them to sell me on the package was pleasant on 6/7/24. After that it has been very tough to get a hold of anyone. Normally it requires trying to reach them via phone over several days. I leave voicemails on their ************** but no one ever calls me back. I tried booking the first trip and it didnt work out for my family so I had to cancel the package all together as I wont be able to use their services. I submitted the email to the refunds email address that they gave me, got an auto reply that has some helpful information but still have not heard back from anyone. They said 7 business days to get the refund back and we are past that point and I still havent seen one. I hope to see my money refunded. I continue to call and still have been unable to find a resulting.

  Business Response

  Date: 07/09/2024

  *******,
  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 processed your refund on June 25th 2024.
  We were in communication with you while canceling via the **************** Ticket #****, where it does state that after speaking with a team member if you decide you still wish to cancel your vacation package, we will process the refund and cancellation. Please allow up to 7 business days for the cancellation to be finalized. 
  Our cancellation policy does allow customers a ***** window to cancel their vacation package and we do honor that policy.  
  If you have any further questions or concerns, please do not hesitate to contact us at, ************. We are always happy to help the best we can.  
  Thank you,  
  The EZ Travel Trips Team 
  
  
  Thanks,
  ********
  Reservations Manager

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:06/24/2024

  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 purchased a vacation package of $698.00 on June 5th and was told I could cancel the [package within 7 days. I sent an ***** on June 7th to the email address that I was told to send it to. I then got a reply back of instructions on how the cancellation process works. I was *** that it will take up to 7 busienss days for the cancellation request to be reviewed and someone would contact me for the next steps. I called several times to see when someone will call me to refund my money and I wasw assured twice on the phone that someone will call me in the next few days. It is now June 24th and I have not heard anything.

  Business Response

  Date: 08/01/2024

  *******,
  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 apologize for the delay on your cancellation. You originally purchased your vacation package on June 5 2024. We have a 7-Day Refund Policy, and your requested to cancel within the 7-Day refund time frame. **************** ticket # **** was created for you to track the cancellation request. We have cancelled and refunded your vacation package on 6.24.24 and closed your customer service ticket. Please allow 5 to 7 days for the refund to be released from your bank.
  Thank you,  
  The EZ Travel Trips Team 
  
  
  Thanks,
  ********
  Reservations Manager

• Initial Complaint

  Date:06/03/2024

  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 am trying to recover from emergency back surgery. These people have been calling me since I woke up from surgery and will not leave me alone. I cant freaking go anywhere and I dont know how they got my contact information. They just keep calling even though I keep telling them to stop.

  Business Response

  Date: 06/10/2024

  ***********************,  
  At EZ Travel Trips we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records.  
  We reviewed your phone number in our system, and it shows that we attempted to contact you about 6 times over the past six months. During the sixth and final call, you requested to be put on the do not call list. We respected your request and have phone number flagged as a ***. No further attempts have been made. 
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellent customer service.  
  Thank you,  
  The EZ Travel Trips Team 

  Business Response

  Date: 06/10/2024

  *****************************,  
  

  At EZ Travel Trips we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records.  
  We reviewed your phone number in our system, and it shows that we attempted to contact you about 6 times over the past six months. During the sixth and final call, you requested to be put on the do not call list. We respected your request and have phone number flagged as a ***. No further attempts have been made. 
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellent customer service.  
  

  Thank you,  
  The EZ Travel Trips Team 

• Initial Complaint

  Date:05/08/2024

  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.

  This company calls me more than five times a day, no matter what I say they will not put me on the do not call list. They keep trying to scam me saying I have a vacation that I didnt use, they say I went to a timeshare meeting and that I need to give them my credit card information. They are the most annoying people in the world. Every time they call, they cant give me correct information or any real information at all. They are liars and very rude when I tell them I am not interested and I know they will not take me off the do not call list. Its almost as if I have ****** them off and they put me on a list where they call me from morning to evening every day. Its to the point of harassment. Absolutely ridiculous. Why would I give these people my credit card number. I shouldnt have to change my phone number over this. I might have to talk to a lawyer. I Constantly blocking their phone numbers, but they always call back on a different number every single time leaving me blank voicemails. I have hundreds of them in my inbox, Always nine seconds long.

  Business Response

  Date: 06/10/2024

  ***********************,  
  At EZ Travel Trips we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records.  
  We have also reviewed your phone number in our system and do not have any record of us attempting to contact you at any point.  
  

  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 

• Initial Complaint

  Date:05/03/2024

  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 paid for a travel package with easy travel trips on April 26th 2024 for $299 and then for priority scheduling, service etc for $9.99. but changed my mind and called back 3 days later which was well within my 7 days for a refund. They told me to email them the request and I did this two different times. That same day which was approximately April 29th or 30th 2024. I have not received a refund or a confirmation that they received my email at the email address they gave me. I also emailed them today asking for the request at a different email which is reservations@eztraveltrips .com . Still no refund or confirmation email that I will be refunded the total of $399.98 for the vacation package = $299.00 or the ad on service? $9.99 . I also have copies of the emails that I sent in my mailbox available if necessary.

  Business Response

  Date: 06/06/2024

  ******,  
  We first want to thank you for taking the talk with us and working with our team. And we do apologize for the frustration you experienced while requesting a cancellation and refund. We fully processed your refund on May 3,2024. You should have received a cancellation confirmation from [email protected]. 
  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 
  

• Initial Complaint

  Date:04/02/2024

  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 was contacted by a sales rep (25th of Feb) from a previous purchased package that went smoothly. They offered me a new package with the offer to upgrade if I was willing to do a virtual tour/presentation. I agreed to those terms and denied the more expensive package. I try to plan the vacation via phone rep and they regret to inform me that I don't have an upgrade option for the virtual tour/presentation because I didn't want to purchase the upgraded package. They deny that the offer was part of the smaller package and won't issue a full refund. I refuse to travel anywhere of great distance just for a 3 day vacation where they require me to sit through a multi hour presentation which I had planned to deny any offers pitched. They have a lack of locations that are desirable where an entire day of driving or a flight will have to be made. They tell me they listened to the recording and say the pitch for an upgrade was available if I do a tour.

  Business Response

  Date: 05/03/2024

  ******,  
  We first want to thank you for taking the talk with us and working with our team. During the purchase of your vacation package, we go through several vacationing options to help our customers select the package that best fits their budget and vacationing plans. During your original purchase, we reviewed your vacation options, and you selected the standard option that included a primary vacation of 3 days and 2 nights and secondary vacations. For each of our vacation package purchases we conducted a verification of the package details. These verifications are both verbal and digital. After the purchase is completed, the customer receives a confirmation email that also provides the details of the package and our terms and conditions.  
  We also offer several vacations within driving distance from your home city. Not only is *************** one of vacation destinations, but we also offer ****************** and *****.  
  We did issue you the desired outcome of a fully refund of the full purchase price, $249.0 
  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  

• Initial Complaint

  Date:03/23/2024

  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 received an unsolicited sales call from EZTraveltrips.com and we (my husband and I) were sold a travel promotional package for $798. We were given to understand that we must attend a sales presentation to EARN this promotional certificate. We can ONLY make travel bookings until after we complete a trip to attend a sales presentation at our own expense (2 nights stay at a hotel for free but had to pay taxes) and our attendance is verified. We were told that only attendance of the sales presentation but NOT ANY PURCHASE REQUIRED for us to qualify (earn) our promotional certificate, which would cost us $798 for three FREE travel trips. We completed our sales presentation attendance during Thanksgiving 2023 when our daughter was out of school. When I tried to activate the promotional certificate and make travel bookings on 3rd Jan 2024, I was made to clearly understand that it is impossible for us to make use of this promotional certificate, which ******** charged $798 to us. I immediately requested the refund from EZTRAVEL but was refused. EZTRAVEL wouldnt book any travels for us with dates that could work for us nor refund the $798, which was charged to us as a travel package of three FREE trips, with applicable additional governmental taxes on top. We understood there were three FREE travel trips since the very beginning, on 18th March we were told on the phone actually it was TWO travel trips, apparently, we did not understand them correctly. This all makes them sound like a scam company.When we initially were sold on their travel package, I emphasized to their sales representative the only reason we would want to travel is because we wanted to take our 11-year-old daughter traveling. It is outright fraud that their sales person still sold us the package. This company uses convoluted terms and conditions and aggressive, trickery even fraudulent sales tactics to ******* money from unaware consumers. I would like a full refund of the $798 to me.

  Business Response

  Date: 04/03/2024

  **,  
  
  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 ***************, our goal is always to create happy lifetime memories for our customers through our vacations.   
  
  We do sympathize with the struggles you are facing booking your secondary vacations. At the time of your package sale, we utilized a 3rd party to fulfill the bonus vacations. We understand that booking with this company can be difficult at times. But we have many customers that have travelled successfully for all three of their vacations.  
  Regarding your concerns with the taxes and fees associated with travel it is reviewed with every customer during the sales process and before the sale is finalized. The verification process goes over in detail the terms and conditions of the purchase. The customer is required to agree to these terms prior to the purchase. We also include a digital receipt that reviews each detail of the purchase.  The digital verification receipt is recorded by a third-party company for quality insurance. 
  Your vacation certificates or Bonus Vacations have been issued to you and are ready for you to book at any time. We would love for you to be able to plan a fun family vacation to ******* that includes theme park tickets and a fun cruise.  
  
  Thank you,   
  The *************** Team 
  

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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 am on the Do NOT Call list and this business does not adhere to it. I have been on the national list for over 20 years. I do not like being contacted by telemarketers.Thank you.

  Business Response

  Date: 04/12/2024

  
  Cierra,  

  At *************** we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records and are never contacted. 
  We have also reviewed your phone number in our system and do not have any record of us attempting to contact you at any point.  
  At ***************, our goal is to put families on vacation. But we also strive for excellence customer service.  
  Thank you,  
  The *************** Team