Complaints

This profile includes complaints for Hopper USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hopper USA, Inc.

  265 Franklin St Ste 1702 Boston, MA 02110-3144

• 

  Hopper

  18 W 18th St New York, NY 10011

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

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:08/04/2022

  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.

  Hopper made fraudulent charges there not approved by me. I want a refund.

  

  Business Response

  Date: 08/09/2022

  Thank you for raising this concern to our attention.

  Please accept our most sincere apologies for the frustration and disappointment occurred to our much-valued guest as a result of this experience.

  Our specialized Support Team has examined the concerns ***************** has, and has informed us that the charges in question are valid. They have been incurred as a result of a genuine transaction where the ticket was purchased. The holder of the credit card is both, the app user and traveler.

  This ticket is essentially non-refundable and subject to airline rules as applicable to the ticket and its airfare.

  We are in contact with *****************, and will continue to stand by for assistance should there be further questions or concerns.

• Initial Complaint

  Date:08/04/2022

  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 booked a 2 night stay at the La Quinta Inn in Milbrae, CA. Through the hopper website on May 12, 2022 for a total of $468.07, checking in on 6-28-22 and check out 6-30-22. The photos on the website was nothing like the real hotel. Our room had a horrible smell to it and the property was not clean at all. We complained to the staff and the Mgr agreed to refund 1 night and give us a different room. On May 31st La Quinta Mgr. *** sent email to the hopper advising them to refund me 1 night. I followed up with *** on June 13th and he told me he hadn't heard from hopper and only had their email as a contact. In July I called La Quinta and found out that there is a new Mgr named ******. She also tried helping me but couldn't do more than what *** did. I have tried contacting hopper through the app in the chat, but unable to because it is not an option. Please help me! I would like my refund *** to the horrible experience my family and I had at the hotel.

  

  Business Response

  Date: 08/08/2022

  Thank you for raising this concern to our attention. We have reviewed the account for ****** McGee and can confirm that Hopper has processed a refund in accordance with the hotel's authorization in the amount of 234.04 USD on August 5th 2022. The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with ****** McGee and will continue to stand by in case we can further assist with any questions or other concerns. 
  

  
  

  
  

• Initial Complaint

  Date:08/03/2022

  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 ticket to go to *** from *** for Aug 2 with Delta. RECORD NUMBER HMEOK3 I was positive that I added Oxygen to my reservation.. Apparently It didnt show up. The day before I was to fly I was checking in and saw that it wasnt listed on my reservation. I called them. I have never been denied boarding because of not having 2 batteries to my portable oxygen. First of all this isnt drs orders. It is recommended as I have COPD. I have flown many many times and never had a problem until Aug 1. I was told that I had to fill out paperwork to be able to bring the oxygen on the plane. I did that. I called the oxygen **** at Delta. I was told I needed to have 2 batteries. I am from *******. I had to make a few phone calls to local oxygen companies in the area and found out that no one carried the same oxygen machine that I use. I called them back and they said I could not fly if I didnt have 2. I called delta and told them that I needed to cancel the flight and they said they could not cancel the flight because I went through. I cancelled through the app. It said it was going to send me an email. During all this I was packing up to drive an hour to catch an Alegiant flight from Portsmouth to *********** that was leaving at 8:30 pm. I had to leave Monday night as I had a drs apt on Wed. Morning. I could not find any other affordable flighst that I could afford with any other airlines for Tuesday. I got an email and it said I had 3 days to cancel and I didn't read any further.. . I relaxed a bit after I saw that. I was in a rush to get to that flight that i had to get on since Delta was refusing to let me fly if I did not have 2 batteries. I read the letter today and saw that it did say 3 days.. however it did say it had to be done before flight left. I am really upset that I lost all that money I paid for the flight. I really feel like it was not fair that I was being denied boarding because of me wanting to use the oxygen. Please give me credit for my fligh

  

  Business Response

  Date: 08/04/2022

  Thank you very much for bringing this case to our attention. We do apologize for any inconvenience or concern our valued traveler has experienced. Our support team has reached out to ******* and advised that her ticket policy with ***** Airlines is  non-refundable. However, is eligible for future flight credit amounting to ******.60 per person valid until December 31, 2023. Furthermore, we have emailed the customer for more information and we are on stand-by in case we can further assist the customer with any questions or other concerns. 
  
  Thank you, and stay safe!
  
  

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They did not give me a credit. The letter looks like they are but if you read the whole letter that they sent to me I didnt cancel in time to get a credit. They didnt help me. I wrote back to them but I highly doubt they will do a override and let me use the credit to go back to ***** in 3 weeks for my daughters wedding. I am able to get the second battery for my oxygen here as this is where I got my portable oxygen here and in ***** I could not get one.. I am very stressed about being able to get back for my daughters wedding. 

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 08/08/2022

  Thank you for raising this concern to our attention. We have reviewed the account for ******* Rioux and can confirm that Hopper has processed an exchange for her original ticket in accordance with the airline's authorization on August 4th 2022. We sincerely regret the delays our valued traveler has experienced in receiving assistance, we are however in contact with ************************* and we will continue to stand by in case we can further assist with any questions or other concerns. 
  

  
  

  
  

• Initial Complaint

  Date:08/03/2022

  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.

  They have charged my account without authorization 3 times in the amount of $139.88, $148.74 and $395.06. I never authorized or solicited their business. They hacked my bank account.

  

  Business Response

  Date: 08/10/2022

  Thank you for raising this concern to our attention.

  Please accept our most sincere apologies for the regretfully frustrating experience our much-valued guest has had as a result of this occurrence.

  We have reviewed the account for ******************************* and can confirm that Hopper has processed a refund for the charges mentioned above on August 4, 2022.

  We remain in contact with *******************************, and will continue to stand by for assistance should there be further questions or concerns.

• Initial Complaint

  Date:08/02/2022

  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.

  The end of July I was booking a trip and was using Hopper. I used the price freeze option apparently did not realize that it was a non-refundable freeze which that's silly to me. I've never really planned a trip and this is my first time and probably my last since I've been scammed out of $122 if I don't continue booking with them then I'll be completely out of that money so I might as well and hope that the company that I've already booked the cheaper trip with will be understanding and I'll get a refund from them. I've been in contact with them via email and I've also contacted a phone number in order to make a reservation so that I could actually speak to a live person since there is no Department to discuss refunds or cancellations so I feel like this company has duped me. I'm not pleased with the services and I feel like it's very misleading. The only resolution that they have offered me is to continue booking with them at their rate the so I can contribute my $122 towards the final booking price...well that is my assumption any way.

  

  Business Response

  Date: 08/08/2022

  Thanks for bringing this to our attention, and please accept our apologies for the delay in responding. We sincerely regret any difficulty or frustration our valued traveler encountered. We reviewed the customer's account and determined that this concern has been addressed. On August 3rd we reached out via phone call to explain the customer the Price Freeze conditions. We understand that the customer is displeased that we are unable to refund his or her Price Freeze deposit, and that this isnt the outcome she was hoping for. Unfortunately, we do not have the ability to refund this fee as Price Freeze is a non-refundable purchase. The customer can contact us via the app or through our social media channels for any further questions or concerns. Were always happy to help.

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Now i can not complete my booking and i will have lost $122 for the prive freeze this is such a sacm (Hopper) 

  

  Business Response

  Date: 08/16/2022

  We reviewed ***************************** account and determined that the customer had exercised their Price Freeze, and the Price Freeze deposit of **$122.73 was deducted from the total trip cost. We resent the booking confirmation email to the customer for their records.

  Please dont hesitate to contact us if you have any additional questions or if Hopper can be of any assistance. Thank you!

• Initial Complaint

  Date:08/01/2022

  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.

  On 06/05/2022 I purchased a flight from Hopper. In late July I cancelled the flight because I was no longer able to attend. The tickets I purchased were noted to be "partially refundable." I was not issued any refund. I was issued a "travel credit."On 07/31/2022 I attempted to use the travel credit. Instead they voided the credit and charged me $566 TWICE. I attempted to cancel the flights again today and was again issued a credit. The flights were listed as partially refundable. I have tried to dispute the charges with my bank, but since they have not cleared I cannot dispute them.I am unemployed and currently caring for a sick parents. I cannot afford to lose over $1100 to a company who lies about their policies and does not make themselves available to help customers. All I want is my money back.

  

  Business Response

  Date: 08/08/2022

  Thank you for raising this concern to our attention. We have reviewed the account for Barinem Aator and can confirm that Hopper has offered a refund in the amount $****** USD for the cost he paid for the exchange last July 31st 2022 for the new tickets which is a refund of USD282.60 per ticket, the total being ******USD. We have made this offer to the customer on August ******** and we have not received confirmation from him. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with Barinem Aator and will continue to stand by in case we can further assist with any questions or other concerns. 
  

  
  

  
  

• Initial Complaint

  Date:08/01/2022

  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.

  61/1/2022 Hopper App $100.40 I booked a one night stay through the Hopper app at the Days Inn *******/********** ** for June 9th -10th. I checked in and the hotel smelled of cigarette smoke. It is against the law to smoke in a hotel in **. The room had stains on the bedspread and cigarette ***** on it as well. There were food particles on the Days Inn sign on the desk. I took a few minutes to think about how to handle the situation and then went back down to the front desk to let them know the room was not acceptable and I would not be staying there. I asked for a refund and they said since I booked via Hopper I needed to request a refund from them. I tried to work with Hopper for a week on receiving a refund. They acknowledged the problem but said they needed the hotel to refund them before they could refund me. The hotel agreed verbally but Hopper said they needed it in writing. After a week I attempted to dispute this with my credit card company. Hopper is saying the goods were described and received in good condition. This is not true. So now I'm out $100.40.

  

  Business Response

  Date: 08/03/2022

  Thank you for raising this concern to our attention.

  Please accept our most sincere apologies for the frustration and disappointment that has occurred to our most-valued guest as a result of this experience

  We have reviewed the account for ********************* and can confirm that Hopper has processed a refund in the amount of U$ ****** on August 3, 2022.

  We are in contact with *********************, and will continue to stand by for assistance should there be further questions or concerns.

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I have not received a refund nor have I had any communication with Hopper since June.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Hello,

  I have not received a refund nor have I had any communication from Hopper since June. I checked my *********** account today and there is no pending refund. I checked the Hopper app as well and I have no messages from them. No emails either. 

  Regards,

  ****

   

   

  

  Business Response

  Date: 08/05/2022

  Thank you for raising this concern to our attention.
  Please accept our most sincere apologies for the frustration and disappointment that has occurred to our most-valued guest as a result of this experience
  We have reviewed the account for ********************* and can confirm that Hopper processed a refund in the amount of U$ ****** on August 3, 2022.
  
  
  Here are some important things to note about this refund:

  You will see the refund posted back to your account from Hopper as the merchant of record

  We are unable to change the form of payment where the refund will be issued. If the form of payment that you used to make this purchase has changed, please contact your financial institution to make sure that they can route the refund to your new card.

  Refunds generally take about **** business days to post to your account, but can sometimes take up to 6-8 weeks.

  
  We are in contact with *********************, and will continue to stand by for assistance should there be further questions or concerns.

• Initial Complaint

  Date:07/28/2022

  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.

  Date of transaction: July 12, 2022 Amount of money paid to Hopper: ******** USD Booking Code: GPUEDF I booked travel for two to and from ******, ************* to ***********, ******** with Hopper. After I arrived at the airport for my departure flight, ******* Airlines canceled it before the check-in window closed, and three representatives from the airline assured my fellow passenger and I that there would be no penalty fee for this, and that we could rebook for the following day through our travel agency, Hopper. The airline made note of this on our tickets. However, Hopper then canceled our entire trip, including the return flights in August on an entirely different airline (Air France). The Hopper App states: "Your trip is a combination of two one-way fares. Cancellation or changes to one of your flights will not alter the other automatically." When ******* Airlines canceled the departure flight, it should not have influenced my trip with Air France. When I reached out to Hopper to resolve this issue, they presented me with a new **** of ******** USD, that is in addition to the ******** USD that I paid at the time of my original booking. In effect, Hopper is requesting me to pay for my trip a second time, at a slightly higher rate. This is absolutely egregious and completely unacceptable.Firstly, with regard to my departure, I was assured by ******* Airlines that there would be no rebooking fee as a result of their cancellation and yet, Hopper is demanding that I pay a penalty fee that they are claiming goes to the Airline, despite ******* Airlines disavowing that one should be charged in this circumstance. Secondly, I did not authorize the cancellation of my return trip. My return flight with Air France has been paid for and confirmed and that needs to be honored by Hopper. This company is making a clear attempt to exploit its ******************************** has not tended to this with any urgency. I am prepared for travel and need my return flights validated.

  

  Business Response

  Date: 08/02/2022

  Thank you for bringing this to our attention and we apologize for the delay in responding. 
  

  Please be advised that our support team has already resolved the client's concern. The refund was processed yesterday, and the amount was credited back to the original form of payment (USD3,763.54).
  

  Feel free to reach out again if you have any further questions and we will be happy to help.
  

  
  

• Initial Complaint

  Date:07/28/2022

  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.

  Booked a car rental with Hopper. Needed to adjust the date by one day. Talked to like 3 different people who all told me I needed to cancel and rebook with the new date and I'd be fully refunded. So I cancelled. Well they did not refund my "price freeze" amount so basically they screwed me out of my deposit on this car after they were the ones telling me to cancel and rebook. Then they tell me "Well we said we'd refund your car rental, not your price freeze". It was literally the most schemey thing ever. And I tried and tried and tried to get this money back but they were adamant about not paying me and said they are willing to deal with fraud report, BBB report, bad reviews, and lose my business. That just seems like bad business to me bacause they would have made that amount back just properly refunding me so I would actually rebook with them. Do not book with Hopper! Those price freezes are a scam. You're better off searching the site then booking directly with the business. Hopper = SCAM. There are multiple employees of Hopper complacent in this scam; ******* S, ******* S, ******* C, ************** I was contacted by all 4 of these people on separate occasions and they were rude and dismissive. Seemed they kinda agreed they were robbing me as they were doing it though, Hopper business structure apparently. Seems they are willing to spend way more than what they ripped me off fighting paying me back. It's unbelievable.

  

  Business Response

  Date: 07/29/2022

  Thanks for bringing this to our attention. We understand ************************* is frustrated that we cannot refund his Car Price Freeze, and this isnt the outcome he was hoping for. Unfortunately, we do not have the ability to refund this fee for him as Price Freeze is a non-refundable purchase. If a customer purchases a reservation from an existing Price Freeze and then cancels the reservation, the Price Freeze deposit is still non-refundable.
  

  We hope he will try Hopper and Hopper Price Freeze again when it better aligns with his travel needs. Please dont hesitate to contact us if you have any additional questions or if Hopper can be of any assistance.
  

  
  

  Customer Answer

  Date: 07/29/2022

  This is not an acceptable response as your employee helping me change my pickup (1 day!) explicitly told me I'd be fully refunded so I could rebook.  Fully refunded would mean the full amount of money I've sent to Hopper for the only attempted transaction.  Not car rental minus "price freeze".  I was scammed purely and simply.  Anyone reading this would agree.  Your response confirms.  How was I told I'd be fully refunded, I've never got any service from Hopper, and you guys took $84 from me.  How is this not theft?

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 08/02/2022

  Because changes to your car rental are not permitted, our customer service representatives offer a free cancellation instead. Nonetheless, Car Price Freeze remains a non-transferrable, non-refundable product. Even if you had contacted us beforehand to request a change to the Car Price Freeze, the request would have been denied as Price Freeze cannot be canceled or modified once purchased.

  Please contact us if you have any further questions or if Hopper can be of further assistance. Thank you!

  Customer Answer

  Date: 08/02/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/27/2022

  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.

  Hopper flight app glitched and exited out of my opens window as I was trying to price freeze a flight for Sunday July 31st. Before I could select a timeframe for my price freeze the app refreshed and charged me $28 giving me the minimum time frame to purchase the ticket in 11 hours. Hopper app says they provided me a window to select 4 days or 12 hours, but I told them the app refreshed and charged me without me seeing the option. I reached out to customer service for help and they told me theres nothing they can do. When In fact theyve helped me with a similar situation earlier this year. And credited my carrot cash. The representative Milcah A refuses to help resolve whats happening to my account. Im going through a hardship already thats why I need the price freeze but I did not maliciously select 11 hr price freeze.

  

  Business Response

  Date: 07/27/2022

  Thank you for raising this concern to our attention.

  Please accept our most sincere apologies for the trouble and disappointment which has occurred to our much-valued guest as a result of this experience.

  We understand that our specialized Support Team has been connected to *****************************. They have clarified and explained the reason for the short duration of the Air Price Freeze product which was purchased. This product is essentially non-refundable. The non-refundability is a part of the conditions explicitly given before the purchase and is also a part of the Terms and Conditions governing the product. 

  We are in contact with *****************************, and will continue to stand by for assistance should there be further questions or concerns.