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 USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

• 

  Hopper

  18 W 18th St New York, NY 10011

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:06/09/2025

  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 booked a hotel room thru Hopper totaling $841.38. I took out 3 insurances to make sure i was covered because I knew the trip plans could change. *************** cancellation insurance, and Leave for any reason insurance. I had to leave 3 days early. I witnessed the hotel refunding 3 days including taxes back to Hopper. Hopper is NOW saying I have to reach out to another 3rd party insurances to file a claim. This was never explained when I took the insurance. Hopper is also trying to claim I didn't have a valid reason. It literally says " Leave for ANY reason" insurance. Everyone is dragging their feet when the money has already been refunded on June 1, 2025 back to Hopper. I had to check out because the Birthday girl got sick. But it shouldn't matter. It says for any reason. Now Im having to wait on a company called **********, who keeps asking the reason I left early. I was told I had email conformation of this which I have never been able to find. I am asking for the 3 days plus taxes applied refunded. Not sure why this has become an issue. Very disappointed in Hopper and will probably never use this service again. They have added nothing but stress to an already stressful trip

  

  Business Response

  Date: 06/12/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We deeply regret that your experience did not meet your expectations, and we are committed to resolving this matter promptly and to your satisfaction. We have received your complaint and have carefully reviewed the details provided. We understand that you checked out of the hotel earlier than your originally scheduled departure date, and you are seeking a refund for the unused portion of your reservation. Upon receiving your complaint, we immediately reached out to the hotel to verify the charges and confirm your early departure. We have successfully verified the charges and, in line with this, I have initiated the process to issue a refund for the unutilized days of your stay. We are pleased to inform you that a refund in the amount of USD ****** has been processed to your original form of payment. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

  Customer Answer

  Date: 06/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased flights for me my daughter and my niece, also purchased the additional flights protection **** all fights. I had to cancel due to my daughter having to do summer school that was unexpected and when cancelling my flight through the airlines they notified me to contact third party for my full refund. When doing that they customer service representative informed me I was outside the cancellation deadline. This was very misleading leading because when purchasing the trip protection it says you can cancel for at anytime and any reason. I wanted to have this call escalated then talked to a manager that failed to give me an employee id or full name all that I was given was his first name ***** and first letter of his last name which was P. He told Me the same thing that my money was just non refundable not I can get any credit for any future travels. This is my first time using this third party and was not aware of their fine print of a deadline cancellation.

  

  Business Response

  Date: 06/08/2025

  Hello,
  
  Sorry for the delayed response and also for the inconvenience you experienced with your Hopper booking P-QR6PRH.
  
  I understand that you would like to cancel the booking for a refund using the ****************************** Upon checking, it was clearly indicated in the receipt or confirmation email we have sent that the service must be strictly redeemed on June 2, 2025 (see attached screenshot for reference). As per your account activity, we did not find an attempt to cancel the booking within the plan validity. Additionally, you contacted our customer service support on June 5, 2025 which was after the plan's expiration. 
  
  Upon checking, you already canceled the booking directly with the airline and they have issued a future travel credit. Unfortunately we are 100% bound by the plan's terms and conditions which you agreed also when you added the service to your booking hence we could not provide an exception and refund the booking using the ****************************** 
  
  Hope this clarifies the issue. Have a good day!

  Customer Answer

  Date: 06/09/2025

  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.

  Thanks for reviewing my complaint, I understand that on Hoppers term and conditions stated a deadline date. However it was not highlighted or mentioned in bold like the cancel anytime and any reason was advertised and market. As a consumer most people dont read the fine print of an email and therefore I dont see the deadline date. With my a new user to this third party company I was not aware of the procedures and I cancelled thinking I could receive a full refund no questions asked. When doing so and asking the airline they told me to contact the third party to ask about my refund. If they arent able to process the full refund then their process between the airline and third party needs to be changed. If we have to book through 3rd party then we shouldnt be able to cancel another way! This is very confusing for a consumer and unfortunately left with guidances or direction other than just passing you back and forth and now Im left with no flight and no money back! This is a horrible experience and business method on how to handle customers. I would at least expect back credit to use in future flight or simply just rebook my flights. 

  
  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: 06/10/2025

  We truly understand how frustrating this experience has been, especially as a new user navigating the cancellation process through a third party.
  While our terms and conditions do include details around refund deadlines, we understand your concern about the clarity of the cancellation terms. As a gesture of goodwill, we've gone ahead and issued a $50 Hopper voucher to your Hopper Wallet, which you can use toward a future booking on the app.
  Additionally, please note that the value of your canceled flight has been issued as a travel credit with the airline. This credit remains available for you to use directly with the airline, subject to their terms and conditions.

  Customer Answer

  Date: 06/11/2025

  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.]
  
  Thanks again, for your prompt response however, I just confirmed with the Airline directly and no refund or credit has been issued back to me! I was now made aware that only was I not refunded or credited for my flights I was also charged an additional fee for cancellation of ***** per passenger!!! So thats a total ****** in addition to the original booking price I paid. Im an extremely dissatisfied with how Im being treated and charged for something I had purchased insurance to avoid this headache! The 50 credit is unacceptable due to the amount of money and time Ive been charged with and time spent. Ive attached the conversation thread from the direct airline representative stating the following. I will need to either get a full refund of what I paid or I will have to take this up legally with an attorney.

  
  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:06/05/2025

  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.

  Hopper has a promotion where if you refer 15 people to the app you will recover a voucher for $425 to book a hotel. Referred more than 15 people and when going to book for a hotel I get that my card was declined I called the customer service number and they informed that my bank declined the payment but I work for the bank that my card is issued from and there was no attempt to charge my debit card from hopper so that was a lie and then the employee said it was due to a technical error on hopper so book through the hotel directly. I let her know that I would not as Im not going pay more directly through the hotel when I have voucher through hopper and she proceeded to tell me theres NOTHING she can do. I look up my issue on Reddit and see a bunch of people getting the same excuse as I did trying to redeem the voucher. Extremely disappointing that you guys dont honor and lie after getting people to share the app especially after I spoke so highly about the app to those people I referred over.

  

  Business Response

  Date: 06/06/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We have received your complaint and have carefully reviewed the details provided. We understand you are experiencing difficulty redeeming a referral voucher. Our records suggest the issue might be due to a 24-hour processing period for rewards to become available. Please check back after this time to claim your credits. Additionally, ensure your Hopper app is up-to-date. Your current version is 7.85.0, while 7.86.0 has recently been released. Updating to the latest version is strongly recommended for optimal performance. In addition to the app update, please clear the cache within your phones settings, which can often resolve such issues. We are committed to providing you with a smooth and positive experience. Should you continue to face difficulties after following these steps, please do not hesitate to reach out to our support team at +1-833-933-HOP1 ****************) who will be ready to assist you further.

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Collision Damage Wavier through Hopper, provided by ***************, for a car rental from April 10 to April 14, 2025, with Alamo. I was involved in a not at fault accident on April 12 and returned the vehicle on April 14. I immediately contacted Hopper on April 12 to ask for next steps, and they directed me to file a claim through RentalCover via an email link.I filed the claim on April 30 when all necessary documentation was received. Since then, I have been left on action required status with no progress. The only response Ive received from RentalCover was on May 15, saying they were waiting to hear back from the rental company and advising me to take no further steps.However, on May 1, Enterprise/Alamo initiated an insurance investigation and claim against my personal insurance, which I never provided to them directly. As of May 28th, they informed me they received no communication from *********** regarding my filed claim. This contradicts what *********** told me and shows a serious breakdown in communication and service.Ive tried multiple times to reach RentalCover since then, and have only received automated responses or silence. Their BBB profile shows similar unresolved complaints and a consistent lack of customer ******************************, by partnering with *********** and facilitating the sale of this insurance, holds some responsibility here. I purchased the insurance trusting it would be honored and properly supported if needed. That has not been the case.If this issue is not resolved, I will be seeking a credit card dispute for all relevant charges regarding ***************. Their repeated failure to deliver on service proves that I cannot rely on them to uphold any of their coverage terms.I am requesting that Hopper assist in resolving this issue or provide a full refund for all charges related to RentalCover policies purchased through their platform.

  

  Business Response

  Date: 06/01/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We have received your complaint and have carefully reviewed the details provided. We have noted that this pertains to a car rental reservation for a past date with confirmation 1375143636COUNT. We understand that your concern at this time relates to your RentalCover claim. Our records indicate that you have already contacted our dedicated support team regarding this matter. I can see that my colleague has provided the necessary steps to proceed with your RentalCover claim. Please be aware that for reservations made through partners like ************** and Hopper, our access to detailed reservation information is limited due to it being a third-party partner. Consequently, we have no control over their claim policy, which restricts our ability to directly assist with or provide specifics about these concerns.
  
  For the most accurate and efficient help with your RentalCover claim and any other questions about this car rental, we strongly advise contacting **************'s dedicated support team directly via their official webpage at ****************** (***************************). Their team has the necessary access to effectively address your concerns.
  
  We understand your request for a refund. While we would like to assist, the booking was made through external partners, and their policies prevent us from processing a refund directly. We sincerely regret that we are unable to fulfill your request.

  Customer Answer

  Date: 06/02/2025

  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.]

  I am writing to reject Hoppers response to my BBB complaint and to provide further clarification, as the core issue has been misrepresented.
  
  To be clear: I am not primarily requesting a refund from Hopper. My original complaint is about the lack of support and accountability Hopper has shown as the platform through which I booked a car rental and purchased third-party insurance via ***************.
  
  Following an incident, I submitted a claim through RentalCover, and despite being the correct party to handle the insurance, they have been largely unresponsive. When I attempted to escalate the matter, Hopper redirected me to **************, which turned out to be completely irrelevant ************** has since confirmed they do not hold any affiliation with my booking or RentalCover in this situation. This misdirection added to my confusion and delayed the resolution of my insurance claim.
  
  My expectation from Hopper was not simply financial it was that, as the facilitating platform and partner of ***********, they would assist in escalating or enforcing communication from their partner, especially when a paying customer is being left without support in a post-accident insurance claim situation.
  
  Summary of Actions Taken:
  I booked the rental through Hopper.
  I purchased the insurance through ***************, via Hopper.
  I filed a claim with RentalCover, and they have gone silent, responding only once and offering no resolution.
  I contacted ************** only because Hopper directed me there in the BBB response.
  ************** has confirmed they are not involved and do not understand why Hopper listed them as the responsible party.
  
  I have also now attempted contact with Cover Genius, the parent company of ***********, and I am awaiting a response. However, I believe Hopper should not have deflected responsibility and should be helping customers resolve issues with their own partners, not rerouting them to unrelated third parties.
  
  Please update the complaint status to reflect that this is not a refund request, but a request for Hopper to take appropriate responsibility and action in ensuring that the insurance provider they work with *********** responds properly and fulfills their role.
  
  Thank you for your time and attention.
  
  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: 06/12/2025

  This correspondence is to provide an update on the current status of the ongoing case concerning your RentalCover claim. We understand the importance of this matter and want to assure that it is receiving our full and dedicated attention. We have reached out with our *********** partner regarding the specific claim. However, we have not received an update from them. As soon as we receive any substantive feedback, a definitive update, or a final resolution from RentalCover concerning the claim, we will promptly and directly communicate this information to the customer. We will use the email address we have on file to ensure to receive the most up-to-date details as quickly as possible. Our priority is to keep you fully informed every step of the way.
  

• Initial Complaint

  Date:05/29/2025

  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 was issued $644.41 in travel credit for a canceled flight booked through Hopper. The Hopper app clearly shows that the credit is for ************** and explicitly states I can use it for new Delta bookings with no rebooking fee. However, after a month of trying to rebook, ***** informed me they cannot access the credit because Hopper or *************** (possibly the ticket issuer) controls it.Hopper has been unresponsive and has not provided a path to use this credit despite the misleading information in the app. I am asking for either 1. Rebooking of a Delta flight using the credit as shown, or 2. A refund due to deceptive communication. This issue has dragged on for over a month and has cost me time and energy with no resolution.

  

  Business Response

  Date: 05/30/2025

  We acknowledge the receipt of the complaint and would like to extend our sincerest apologies for any inconvenience caused. Upon checking your booking details FFBJYR, our records indicate that your itinerary involved a multi-carrier journey provided by both ************** and ***************. I understand that you received a notification indicating the eligibility of your booking for travel credit. We understand your expectation based on this communication and appreciate you bringing this to our attention. Our internal records confirm that you had previously contacted our dedicated support team regarding this matter. Our team diligently communicated with the respective airlines to thoroughly investigate the fare rules associated with your ticket. Regrettably, despite our efforts to advocate on your behalf, the airlines' policies determined that the issuance of travel credit was not an option for this particular transaction. We understand that this news may be disappointing, and we sincerely apologize for any discrepancy between the initial cancellation notification and the final outcome dictated by the airlines' regulations.
  
  Acknowledging the inconvenience and potential distress you have experienced due to this unforeseen cancellation and the subsequent clarification regarding travel credit ineligibility, we have made the decision to offer a one-time exception as a gesture of goodwill. Therefore, we will be processing a refund in the amount of USD ******. This refund will be credited back to the original method of payment, specifically the card ending with the digits 8311, as it is currently registered within our secure system. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process. 

  Customer Answer

  Date: 05/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/24/2025

  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 booked a hotel reservation through Hopper which included in the price was resort fee which included daily parking. When we checked in the hotel we were charged for daily parking. I contacted Hopper and was told by an agent the parking was included and the hotel adjusted the parking charge on our credit card but after reviewing the hotel bill I see our credit card was charged $105.00 for parking. I called Hopper and was told the previous agent was incorrect in telling me parking was included. They said I will receive a $50 voucher good to use on a reservation made through Hopper. It was very misleading because the resort fee states parking

  

  Business Response

  Date: 05/24/2025

  Thank you for reaching out to us with your concern. Upon reviewing your booking, I found that the Hopper Confirmation Email, under the Fees section, includes a note stating: You will be asked to pay the following charges at the property, which include a daily parking fee and a resort fee. Furthermore, it appears that when you initially contacted us, you were connected to our automated system, which is designed to assist with general inquiries. We apologize for any confusion this may have caused. We understand how this may have been frustrating. As a gesture of goodwill, weve issued a $50 Hopper voucher to your account, which can be used toward any future flight, car rental, or hotel booking through Hopper. The voucher is valid for one year from the date of issue.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a car rental in advance for our trip. Hopper instructions did not include the necessary documents to pick up car keys. We had our license , we paid the money, we had our passport but on day of rental we were refused a car rental that we paid over $200. This complaint bothers me because i should have received a refund and all would been acceptable. Instead no transportation, they keep the money and no apology.

  

  Business Response

  Date: 05/24/2025

  Were truly sorry to hear that you were unable to collect your rental car. After reviewing your booking, we noticed that your reservation indicates a U.S. nationality. As outlined under the Important Information section in the app, an International Driving Permit along with your domestic drivers license is required when picking up the vehicle. We understand how frustrating this situation must be, and we sincerely regret any inconvenience it may have caused. Please note that these details are provided during the booking process and remain accessible in the app for your reference. As the reservation is non-refundable, were unfortunately unable to process a refund.

• Initial Complaint

  Date:05/22/2025

  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.

  Dear BBB, I'm contacting you regarding charges that were made to my credit card for multiple hotel reservations on 5/19/25. I made these bookings through *********** but they have no record of these bookings or charges. I also never received any confirmation emails with confirmation numbers, etc. from anyone. I did take a screen shot that shows the hotel info and their confirmation number, and it also shows that there is free cancellation until May 22, but after this date I am subject to a full charge for the room. I called the hotel directly and they said they cannot cancel the room, it must be cancelled through the party who they have on record, which is Hopper USA, Inc. ********* said they are only paid via a digital credit card and I would have to cancel with Hopper? I don't have an account with ********************** and again received no confirmation email so I cannot give any type of reference number. I also have the same situation with another hotel for the same date (I need to cancel it). My bank also confirmed that I was charged for the two hotel rooms and the listed party is TripAdvisor, but again TripAdvisor has no record of these bookings or charges. The bottom line is that the hotel pulled up Hopper USA, Inc. as the party I need to cancel with, but since I received no confirmation email I cannot do that. I appreciate any help you can provide.

  

  Business Response

  Date: 05/24/2025

  Hello ****,
  
  Upon checking, you created 3 hotel bookings on May 19, 2025: 8HZNBB52W5RN, SSJBCNTSCJDW, QB9JDWBFFJ8G. As per the activity history you canceled the booking 8HZNBB52W5RN online on May 19, 2025 while for the 2 bookings you called our customer service on May 22, 2025 and our agents assisted you with the cancellation and refund. Below are the refund information for reference:
  
  8HZNBB52W5RN - canceled on May 19, 2025 with a total refund of $496.51
  SSJBCNTSCJDW - canceled on May 22, 2025 and an agent processed a $299.33 refund
  QB9JDWBFFJ8G - canceled on May 22, 2025 and an agent processed a $259.74 refund
  
  Hope this resolves the concern. Thank you and have a good day!

  Customer Answer

  Date: 05/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hopper *** has questionable business practices. I spoke to 5 different managers and was lied to every time. They use call centers in ***** that have no supervision the operators lie and hang up on you they have a 24 hour refund policy after not being able to change a name on a plane ticket. I needed to to change a last name on a plane ticket I booked through their service and was continuously lied to about the process and policy they have internally. I was refused service from several people and in the end I had to cancel my flight and book it ten days later because of a delayed refund so my flight got more expensive. I wasted 6 plus hours of time from this company so I want to be compensated for my time and the difference in price for the flight.

  

  Business Response

  Date: 05/20/2025

  Hello *******,
  
  Apologies for the delayed response and also for the inconvenience you experienced with your Hopper booking KDBMSJ (departure Aug. 21, 2025)
  
  The reason your name correction request was denied was because your booking was operated by ***************** and **************. Please note, name correction is usually not allowed for flight reservation that have multiple airlines on it. This policy is imposed directly by the airline and as a travel agency we are 100% bound to this. However since you called within the free cancellation window the agents could have offered to simply cancel the booking free of charge immediately. Instead of asking you for a copy of the passport and calling the airline for the name correction process, which led to an incorrect impression that your request is possible or could be processed. 
  
  We understand that you're requesting a compensation for the additional cost incurred for the new booking and also for the extra time spent to resolve the issue. Upon checking, your booking was already canceled, and a full refund was processed to your account. Unfortunately, we could no longer issue additional compensation aside from fully refunding the booking. 
  
  Again, we sincerely apologize for the inconvenience and hope you have a great day!

  Customer Answer

  Date: 05/20/2025

  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:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was not made clear by Hopper that the vehicle was to be an EV. This was the only option in that class when getting to the rental pickup counter. Having to travel nearly 1000 miles, this was not a very practical option. Even asking the Budget representative at pickup if "special" means EV, she said no. Only option to move to ICE vehicle was a minivan at a $90 upcharge. They (Budget) said I need to contact and take it up with the third party booking service. 1 hr call with customer service and a supervisor on 5/13/25 said their policy is that they cannot provide a refund or credit back. How about a policy that their app and vehicle information is guaranteed accurate? It all feels very shady and purposely anti-consumer.

  

  Business Response

  Date: 05/16/2025

  We sincerely apologize for the difficulties and negative experience you encountered with booking 22977927US0. Upon reviewing your booking record, it appears that it was a past date car rental reservation. We understand your specific inquiry regarding the fuel type of the reserved vehicle. Our system indicates that the vehicle assigned to your past reservation was a KIA ***** equipped with air conditioning and utilizing an electric fuel type, categorized as a Midsize Special. Due to the inconvenience that you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ******, which will be provided as a Hopper voucher for future travel arrangements.
  
  Here are some good things to know about the Hopper voucher:
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs - ************************************************************************************************************* and Terms & Conditions - *********************************************************.

  Customer Answer

  Date: 05/16/2025

  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.

  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.

  Based on this past experience I have NO plans to use your services in the future so a voucher does not help me. Save your voucher. I am formally requesting a refund of $90 in USD to the original payment method you charged. The fuel type and EV description is NOT made clear on your app. Please upload screenshots or proof of what I booked originally clearly stating it would be an EV. You may do this just as easily as I was able to upload PDFs of the original order confirmation and e-receipt. *** makes a Niro as a standard ICE, a hybrid and also as an EV. I have uploaded screenshots from the *** website to show this as well. Per the Budget representative, "Special" does NOT mean EV.

  FAQ

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 05/21/2025

  Hello,
  
  We understand that you are not accepting the voucher refund we previously offered. As much as we would like to process a $90.00 cash refund due to the confusion and bad experience with the car rental booking, we unfortunately do not have a way to do it since we only collected $36.00 for this booking. If you check the receipt, you will see in the breakdown that the prepaid amount was only $36.00 and the rest will be collected by the car rental once you pick up the car. I'm sorry about that!

  Customer Answer

  Date: 05/28/2025

  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. 

  The reservation to Budget is orchestrated and originated by you. The $36 is for the supplemental insurance. You should know that is not the actual cost of the total rental for 3 days. Your description was inaccurate on your app/site and said nowhere it would be an EV. That's on you, not Budget. So you lose on $54. That's the solution here as a business to make it right to the consumer who you presented inaccurate product info to. It's the least you can do and use it as motivation to improve the accuracy of the vehicle descriptions on your app ASAP to prevent losing more money. 

  
  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,

  *******