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:05/15/2023

  Type:Billing 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 persuaded to get a privilege pass. $9.95 a month. The beging of January 2023 I began trying to get in touch with Ez travel. Tried multiple numbers, left messages and even emailed them. And no response. Our granddaughters birthday was in April and we missed seeing them. After January came and went my husband and I decided the money we were being charge wasn't worth it. They are real good at saying you behind on payments on the privilege pass but you can't speak to anyone to schedule a trip that has already been paid for. I was told as soon as we booked our first trip we would no longer be charged for the privilege pass. Sounded good but try to speak to someone to schedule your first trip!

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

  Business Response

  Date: 05/12/2023

  This is not regarding our company. We are not a subscription based service. There is a similarly named company based in ******* that is being confused for ours. This is not our customer or our service. 

  Business Response

  Date: 05/25/2023

  *******, 
  We want to thank you for the time you spent bringing this to our attention. And we apologize for the confusion you experienced while attempting to contact our team. At *************** our goal is always to create happy lifetime memories for our customers through our vacations.  
  Your vacation package did expire this past April, but because of your experience, we have added a one-year extension at no additional cost. When you are ready to book your vacation, please feel free to email our Reservations Manager, *************************** directly at ***@eztraveltrips.com 
  Please remember, if you have any further questions or concerns feel free to reach out. 
  Thank you,  
  The *************** Team  

• Initial Complaint

  Date:05/09/2023

  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 had purchased a travel pack from EZ Traveltrips on November 29, 2022. I paid $798.00 for ORL798: 5-Days and 4-Nights to your choice of 1 of 9 exciting destinations in a preferred partner hotel. Bonus Vacations* Certificate for 4-day 3-nights of hotel accommodations to *******, four tickets to the theme park, and Roundtrip for four. Plus 8- Day and 7-Night Cruise Certificate valid for two adults. PACKAGE CONFIRMATION #*********. This package was purchased after the presentation. I was originally scheduled for the presentation on 22 Dec ****. However, when the representative called, he notices I was sick, and he suggested to reschedule. Which was difficult in itself. The impression I was receiving as I tried to reschedule it was my fault for missing the first date. Next, I waited to receive the certificates. I had to called to let them know I hadn't received them After receiving and requested my travel dates I was shocked to know I had to pay additional money in order to book This was not initially discussed. Therefore, the cost is more than the $798.00. which I feel is false advertisement. The cost will cost me additional $500-$600. Not to mention insurance of $19,99 taken out every month. Still today I haven't heard about my requested dates. How can I plan vacation with this year's expiration date. I have called several times requesting information concerning the money and time frame. People are disappointed in not being able to take the trips. I have called Affirm to see if I could cancel the loan and be reimbursed. They stated I would have to contact EZ Travel. Ez Travel declined. I would have loved to take the trips; however, at this rate I am requesting a refund again of my $798 plus each month you took $19.99 from my account. I am retired and can't afford to throw money away on scammers.

  Business Response

  Date: 05/16/2023

  ********, 
  We want to thank you for the time you spent speaking with our team. And we apologize for the confusion you experienced while planning your vacation. At *************** our goal is always to create happy lifetime memories for our customers through our vacations.  
  ***************************, our Reservations/ Customer Success Manager, reported we would help you access your vacation certificates. Please enjoy your upcoming vacation.  
  Please remember, if you have any further questions or concerns feel free to reach out.  

• Initial Complaint

  Date:05/02/2023

  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 package for $1398. After explaining that it is challenging getting time off, I was told that I could purchase an upgrade that prevented my package from expiring; so I did. I took one vacation last year and tried to book a vacation yesterday and was told the package expired and the upgrade was for the 1st vacation only. Although the rep was misleading when telling me that the vacations would not expire if I paid the extra fee, I was told my only option is to reinstate the package if I paid an additional $1100. I didn't read the fine print, my fault; I expected the sales person to be honest, my fault. Ultimately, I've lost a lot of money due to manipulative practices; I just want the vacations I paid for.

  Business Response

  Date: 05/15/2023

  *****, we want to thank you for the time you spent speaking with our team. And we apologize for the confusion you experienced while planning your vacation. At *************** our goal is always to create happy lifetime memories for our customers through our vacations. 
  ***************************, our Reservations/ Customer Success Manager, reported she was able to help you access your vacation certificates. And we are excited for you to travel in August to an all-inclusive resort.
  Please remember, if you have any further questions or concerns feel free to reach out. 
  
  

• Initial Complaint

  Date:05/01/2023

  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 was contacted by ******* for a great vacation package is what it seemed like. I paid $598 for my package of 3 trips in march one came with airfare. When talking about the package I continuously told ******* I wanted to travel for my birthday in July. She said that will be no problem. So I paid for the trips, sat through the timeshare for 2 hours and went online to set my dates. I get on the website and it says pay taxes and fees immediately. I pay another $202 totaling to $800. A week go by I don't hear from anyone I called ******* back tell her my concern she gave me a number to customer service to plan a trip. I called the number no one answers so I call her back tell her and she says she will find me another number to book my trip and will call back. She hasn't answered since and hasn't returned my call. At this point I want a refund. I don't trust this company and the headache I'm enduring after paying my hard earned money. This was a trip for my birthday or I wouldnt have ever purschase the package. Now I'm out of birthday money and no trip has been set on my behalf. I've been more than patient and I can't believe I got scammed by a lady who kept telling me how good they do business and I have no worries. I just want my $800 put back onto my cards !!! It is now may and nobody has contacted me about my trips or refund !!

  Business Response

  Date: 05/16/2023

  Luxury, 
  We want to thank you for the time you spent speaking with our team. And we apologize for the frustration you experienced while planning your vacation. At *************** our goal is always to create happy lifetime memories for our customers through our vacations.  
  ***************************, our Reservations/ Customer Success Manager, reported we would process your refund request. Please enjoy your certificates for a ****** and Cruise Vacation.  
  Please remember, if you have any further questions or concerns feel free to reach out.  

  Customer Answer

  Date: 05/17/2023

  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. I am as given a refund and was able to keep the trips. I wish this business great luck as they did right by me and went above and Beyond to fix the mistake.
  
  
  

  Regards,

  Luxury *******

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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 salesman would not take no for an answer. I told him repeatedly I was not sure about purchasing anything, and he was relentless. I called to cancel, and they refused to help me over the phone. They eventually provided an email address which did not appear to be on their website in order to cancel. Once I emailed them, they stated that they would call me to confirm the cancellation. They did not call, and I am worried about this affecting my credit. They will not answer the phone when I call them now. This is not right.

  Business Response

  Date: 04/24/2023

  We are in receipt of the complaint filed by Mr./ **************** We received an email from ************** on 19th stating that we pressured his wife into purchasing a vacation package on April 17th. We researched the sale and listened to call. Our findings were that the sales agent was respectful and compliant throughout the call. We utilize multiple methods to ensure our customers know exactly what they are purchasing. The customer goes through a dual verification process both verbally and digitally where we explain the terms and conditions, we also also explicitly ask the customer permission (prior to charging their credit card) to charge their credit card the the exact amount of the Vacation Package. Unfortunately ************** was not on the original sales call and did not want the vacation package. We processed the refund on the same day the complaint was submitted (April 20th) as the customer was within the cancelation period. We informed the ****** that the refund was initiated and sometimes takes 4-7 business days for credit card company to reverse the charge depending on the credit card company. 

  Customer Answer

  Date: 04/24/2023

  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:03/28/2023

  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 pack from EZ Traveltrips on November 3, 2022. I paid $249.00 for 2 vacations of my choice (timeshare presentation included) and an additional travel package totaling $698.00. Now Im ready to travel. I called ************, the representative said that I had in so many words, lost my opportunity to travel. I said how can that be, I just bought the package in November and it expires in November 2023. He said hold on. When he returned he informed me that I needed to schedule my trip via eztraveltrips.com. We said goodbye. I immediately went to the site. I put my travel dates and the page went black. Ive submitted the dates three times, same results. I requested a chat, no one responded. Im requesting a refund of my purchases and I wish BBB would shut these scammers down. Im a senior on a fixed income. Travel is already expensive without companies ripping us off.

  Business Response

  Date: 03/31/2023

  We are in receipt of ****************************** complaint. We have reviewed our records and yes the customer called our inbound phone number and a representative discussed with her that we ask customers to request their dates online so the we and the customer have written documentation of the requited dates. The representative should have transferred the call to our reservations department to better assist **************** and we have used this issue as a teaching moment with our teams. As for the reservation screen on our website going black we have not had any other customers express this has happened to them and we monitor our websites functionalities very closely. We have attempted to contact ********** several times via phone and email to ensure that we schedule her vacation as soon as possible.

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service 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 purchased the upgraded three vacation package Oct 2022. I have made numerous attempts to contact the company to assist in the booking, but never receive a response. I have tried to call early, mid-day, and late, but the only response has been on the chat that someone will be with me shortly. Then nothing. I have formally requested a refund but have not heard back.

  Business Response

  Date: 03/30/2023

  We have reviewed ************** Complaint and have tried to contact her at the number she provided to ensure that she is able to book her vacations as requested. During our research we did see that ************** did reach out on March 20th and March 27th via phone calls. We try very hard to monitor all missed calls and try to make contact to those customers whom we miss calls from. We do inform each customer who purchases a vacation package verbally and digital to request dates online via ************************************************* . We can also be reached at [email protected] for any reservations questions. We will continue to strive for customer excellence and will use this customer issue to improve. 

  Customer Answer

  Date: 04/01/2023

  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 satisfied with this resolution.]
  

  The two dates listed are times I have tried to reach EZTravels using the chat feature. I have tried to call well over 12 times, but no one ever answers. A reservations manager finally returned a call this week and left a voicemail, but didnt answer when I tried to call back twice. 

  Again, I am formally requesting a refund. I cant book the vacations I paid for if the company never answers the phone.

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

  
  

  Business Response

  Date: 04/20/2023

  This customer has booked their vacation and is set to travel. 

  Customer Answer

  Date: 04/23/2023

  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:01/31/2023

  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 for $700 which included 3 trips: One to a location of my choice and includes 5 days, 4 nights in a resort, one is an 8-day, 7 night ********* cruise, and one is a 5-day, 4 night trip to ******, with roundtrip ************** accommodations included as well as a $300 "dining advantage card". The salesman clearly stated the purchase included a commitment to a 2 hour Time Share Presentation titled "The Benefits of Purchasing a Time Share". He even "pulled some strings" so that I could participate via zoom, instead of in person. It seemed fair enough to me. I purchased this package in November 2022. It's now January 2023 and I'd like to reserve my dates and plan my first trip. I've used the form on eztraveltrips.com multiple times in an attempt to reserve my dates. It even asks for a $19 deposit to reserve, but consistently says my card number is invalid! I've attempted to use multiple cards, cleared my browser history & reloaded my webpage multiple times to ensure it's not a technical error on my part. It was not.When I called MULTIPLE TIMES periodically over the last few months I've NEVER spoken with a person. I've left dozens of voicemails, never with a returned call. And this made me realize, back when I signed up for this package, I did not commit immediately, I did my research to ensure the company was "legit". The salesman and I had multiple conversations over the course of 2-3 days. And I didn't realize until now, but they never gave me a direct line to return the call, they always called me. Online there are about 15 different phone numbers, but all link to the same automated service, which never gives the opportunity to speak to a real person.THIS BUSINESS IS A SCAM. IT ISN'T REAL! IT CAN'T BE. No legit business could possibly have THIS POOR of customer service. I just wanted to take the vacations I paid for, NOW I JUST WANT MY MONEY BACK.

  Business Response

  Date: 02/01/2023

  I spoke with **** directly before the review was left. **** purchased her package on November 8, 2022. Below I have submitted our call records. I explained to ************** that during peak times we experience a significant amount of calls with customers booking their vacations, once all agents are on the phone it will send the customer to voicemail. I apologized to ************* for my reservations team not returning her voicemail from November 8, 2022. I also refunded ************** for the full purchase amount and she was given a complimentary vacation at no cost.

   

• Initial Complaint

  Date:01/28/2023

  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.

  On March 15 2022 I got the package Im went to the time share meeting I didnt not purchase I am supposed to go on a cruise I paid 249$ they will not answer my calls or call me back. They called me once over the same to upgrade my package I just had to let them try to sell me the time share again I told them I was open to that but they never sent me the details for that either. My vacation expires March 15 2023 its getting close Im getting upset

  Business Response

  Date: 01/31/2023

  I spoke with ****** directly to ensure she received the gifts promised to her and more. I have apologized for the delay on receiving her final vacation and have addressed it with my team to ensure this doesn't happen again. I have extended her cruise from 4 days & 3 nights to a 7night cruise. Below I have outlined what we did to help ****** complete her travel plans. 

• Initial Complaint

  Date:01/16/2023

  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 purchased a package certificate#******** for $598. I also bought the privilege pass for **** monthly. The first trip was to the worst best western in *********** and I think there were only three othere guest there (very strange). I paid the same price for the hotel that I would have paid without the package but they said oh this is the most you will pay the first package is always the highest. I said ok and proceeded. I completed the first vacation and they called and asked if I completed the presentation that I had completed in June and made them aware twice in prior conversations. I called regarding the other two vacations of ******* for four people with airfare and amusement park tickets and an eight day, 7 night cruise for two. I was asked again about the presentation and then told I would get a call in 24 hours. I paid for a privilege pass for 9 months that was only for 1 vacation and now I have to wait for a call that hasn't come and it's been 5 days. I am pretty sure no one is going to call. I would like my vacations scheduled or a refund.

  Business Response

  Date: 01/18/2023

  I spoke with ***** directly to ensure she received the gifts promised to her and more. Below I have outlined what we did to help ***** complete her travel plans. 

  Customer Answer

  Date: 01/19/2023

  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,

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