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:12/21/2022

  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 travel package with this company for $698 in 07/21. The package was supposed to include two 'bonus" vacations - a trip for 4* that included airfare and a 7-night cruise. ( I have not attempted to schedule the cruise yet.) I became very Ill and could not travel. I tried to speak to a representative but there was no direct contact information. The package is now expired and now a representative is calling asking me for more money in order to save the expired vacation I paid for. I feel I was misled and entitled to a refund.

  Business Response

  Date: 01/31/2023

  I spoke directly to **********. I apologized for the confusion on our part and let her know that she did indeed have an extension her package was not expired. ********* has my direct line and email address when she is ready to book her first vacation.

• Initial Complaint

  Date:11/23/2022

  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.

  I purchased a vacation package (confirmation #****** on May 10, 2022 for $1,201.79. I was promised an exclusive getaway package includes the following: 5-Days and 4-Nights to your choice of 1 of 9 exciting destinations in a preferred partner hotel. Bonus Vacations* - Certificate for 5-Days and 4-Nights of hotel accommodations to either Maui, Kauai, or ********, and roundtrip airfare for two. Plus a $300 Dining Advantage card. Certificate for 4-Days and 3-Nights of hotel accommodations at an all-inclusive resort in (******************, ******, or *******) with roundtrip airfare for two and $200 in **** Cards. - 8-Day and 7-Night Cruise Vacation Certificate for two adults and $200 in **** cards.I was to receive these after completing a presentation of a vacation plan at Aracadia- ******************/ **********, ************************************************************************************ on November 19, 2022 with my husband ******. We completed the presentation and did not purchase the vacation plan. I was supposed to receive an email with a certificate after the presentation of the gifts that were promised above. I never received it, I called and spoke with a representative and no one called me back. I sent an email with no response. I would like a refund of the $1200 because I never received the gifts as promised and believe I was conned.

  Business Response

  Date: 11/28/2022

  **************** spoke directly to one of the co-owners of the company. He worked directly with several team members to ensure, **************** received what she was promised and more. Below I have outlined what we did to help **************** with her travel. 

   

  Hi ****, 
  
  Thank you for the call today. I have some clarification on the trips you received today, 
  
  
  "The Cruise certificate you received is for 8 Days and 7 nights. Which comes with $150 **** CARDS. You will receive an additional $250 in **** GIFT CARDS when you take the second ALL INCLUSIVE VACATION. The all inclusive trip is on the same certificate as the Cruise. 
  I will also be sending you a $50 gift certificate thats good at over 100 different locations. 
  
  
  ******** please email Ms. ****** a $50 Calusa Card and instructions on how to redeem it. 
  
  
  
  
  Please accept our apologies for not responding sooner and meeting your expectations. It was never our intent for us to drop the ball. 
  
  
  Have a Happy Thanksgiving! 
  
  ***********************"
  

  Customer Answer

  Date: 12/01/2022

  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:11/15/2022

  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.

  I purchased a travel package with this company for $698 on 4/15/22. The package was supposed to include two 'bonus" vacations - a trip for 2 to ****** that included airfare and a 7-night cruise. ( I have not attempted to schedule the cruise yet.) I have two unresolved complaints with this company. #1: They did not tell me that the airfare was only departing from **********, so I would have had to pay extra out of pocket to first get to CA - about an extra $600. I actually paid the difference for flights out of my nearest major city, *********, **. This alone nearly doubled the cost of the trip.#2: The package was supposed to include a $300 dining card to be used in ******. *************** provided me with a certificate for the trip to ****** with a third-party company (gocrv.com). I made all the arrangements for ****** through them. gocrv.com says they know nothing about the $300 dining certificate and said it was not part of my package and to contact ***************. EZ Travel says the dining card was supposed to come from gocrv.com and has not returned my phone calls seeking a resolution. **** from EZ Travel has emailed me a couple of times saying she was working with management but never offers a solution. I have reached out at least 4 times over the past at least 6 weeks. My trip is 12/3 - 12/10 so I am quickly running out of time on this. I feel I was misled and entitled to a refund of the extra expense for the airline tickets and the missing dining card.

  Business Response

  Date: 11/28/2022

  I have spoke with ************************ directly. I apologized for the miscommunication from the sales staff and apologized for the vacation voucher admin not providing her with the correct information. Before ****************************** complaint the company has taken steps to ensure that both of these problems do not affect our current and future customers.  We were happy to reimburse ************************ with the cost of flying to ********** and mailed her dining cards directly to her. She is taking her ****** Vacation soon and we are excited to have you create those lifetime memories!

  Customer Answer

  Date: 12/01/2022

  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 received a refund for the extra money I had to pay out-of-pocket for airfare and received the promised dining cards.
  
  
  

  Regards,

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

• Initial Complaint

  Date:11/04/2022

  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 don't usually write reviews or comments, as a matter of fact, I had to create an account for this. but I believe is very important to share this experience that I had with eztraveltrips.com and hopefully have a solution. I bought the trip for the first time back a few years 2017 I believe, I don't remember the exact price but you was about $300 I was never able to schedule a trip, I tried calling, but didn't get a response and I just gave up, after all, it was just $300, it was my fault that didn't persist so I let it go. As soon as the trip expired I got a call from one of the representatives offering me an upgrade, it sounded nice as included a cruise and a trip to a resort in ******, or other two destinations. After $499 paid for the upgrade, I tried to schedule the trip for multiple times and no response, and now that is expired, I got so many calls offering me to upgrade.I honestly feel like I got scammed, I got no service for the money I paid.I just want the trip I was promised, at least one of them.... Ps: Do offer me an upgrade again.

  Business Response

  Date: 11/28/2022

  I spoke with Mr. ***** directly. He was very understanding and kind. I apologized for the lack on communication from our reservations team. At the time of the call - his vacation package had expired. I offered him a 1 year extension free of cost. He is now working directly with our Reservations Manager to plan his vacation for early next year. 

• Initial Complaint

  Date:10/21/2022

  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 package for $598 on 7/28/2021 from EZ Travels and was told I would get 5D/4N for four at any of their 9 destinations and I had 18 months to take that vacation. I would not incur any charges except for the taxes for my 4 night stay. On completion of that vacation and sitting for 90 minute presentation i would get 5D/4N for 2 including airfare to ******, cruise for 8D/7N for 2 and a $100 restaurant card.I took a 5D/4N trip to Tennessee end of July early August 2022, for which I was charged $236 by EZ Travels and also had additional charges by **********. When I called Ramada to inquire about the charges, they said that was for taxes that I was responsible to pay. During my stay at Ramada Inn, I had inquired about the room rates, it was 89 per night and I assumed EZ travels got it at a discounted rate which meant I paid for my stay.On 8/19/22 @ 5:24pm, I received a call from ******* for my ****** voucher. When I complained about being overcharged for my stay in Tennessee and that I needed a bill with detail breakdown of the $236 charge she said a supervisor will call me back in 72 hours and that she cannot go over the ****** voucher until this matter was resolved. This conversation took place on 8/19/22 and today is 10/21/22. I have had no conversations and I also sent them an email asking for updates but no reply. At this point, I want a refund of my $236 as well as a refund of my $598 package price as I cannot trust EZ travels to deliver what they promised and there will be other charged if I were to continue.

  Business Response

  Date: 11/28/2022

  I haven't been able to speak with ************************* directly, but I have left a voicemail and sent an email. I have already move forward with issuing the refund for the taxes and fee, and am in the process refunding the package. 

   

  I would also like to make a note, the employee directly mentioned in this complaint in no longer employed with us. 

   

   

  We are always eager to get customers the information needed for their vacation and after. 

• Initial Complaint

  Date:08/17/2022

  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.

  1) The 14 locations they offer don't actually exist. The website only lets you select from 5 locations. I put in my request, for ************, waited 2weeks to be told it was full. I pushed my dates out two months to then be told the location was no longer affiliated.2) I paid $698 for the "package" then paid another $205+ for *************** I received my confirmation email for a location in ********** Beach, **. En route to hotel, I called them just to be told they did not have a reservation for me. I verified the address and gave the "tour id" number which didn't match anything in their system. Immediately called *************** (got *******) who kept telling me the hotel was wrong. She told me I must've called the wrong number. I told her I verified the number and address from my confirmation email with the hotel, she put me on hold then came back and said she resent my confirmation. I checked my email to find a NEW confirmation with a different hotel address the opposite direction in Indian Rock, **! Confused, I asked why the switch. She denied the switch and said I must've misunderstood. I asked her to switch me back and was told her corporate partner can't make last minute changes without an additional $200. I told her that Ez Travel did the last minute change. She responded that "It was a typo but if I cancel it would be an additional $330, sorry. Again I don't know how you misunderstood:. Later a lady named ***** claiming to be from Arcadia called me. She was pleasant but told me she couldn't edit my reservation because they dont have a contract with the hotel on my original email confirmation. She added if she were to cancel on her end, Ez Travel would charge me a cancel fee. She recommended I go to other hotel. 45mins later, ***** called me back to ask me to% forward the email with my original confirmation because apparently *************** were denying they ever gave me the wrong address. Went to the hotel they listed and I do not feel safe.

  Business Response

  Date: 09/20/2022

  *******,

  
  We wanted to thank you for taking the time to talk with *********************** today. We also want to thank you for telling us about your experience. And I would like to reiterate ****************** apologies. You had every right to be frustrated with our team. Because of your complaint, we have taken steps to help clarify standard of processes within our reservations team, we have addressed the specific employee the complaint was regarding and implemented more customer service training. As a company our number one goal is to help our customers make happy lifetime memories on vacation. And with that in mind, *************** offered you another vacation so you can create those memories. When you are ready just respond to the email he sent or give him a call, and he will ensure it is handled for you.

   

  Thank you again and happy travels!
  

  ***************************, Office Manager