Complaints

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

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  Optiontown, Inc.

  2 Commercial St Sharon, MA 02067-1659

• 

  Optiontown, Inc.

  PO Box 42 East Walpole, MA 02032-0042

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2023

  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 have purchased a 6 trips flight pass valid for 6 moth to fly between two specific airports. I've initiated a booking from the website and it showed that the booking is in-process, and a confirmation email will be sent once the booking is finalized, after few days the trip was not booked and the website showed I have no flights "in-process" I tried to book again, and the same thing happened, "in-process" for few days, and then it disappears and no booking is made. I then reached out to Optintown' customer support, and the agent said that they are no longer working with the Airline, I'm trying to book with, I asked him why are they advertising the service and charging customers money if they do not work with the airline, his response was "because the Airline has terminated our reservation access." I again asked, why are they still advertising that service and then he asked me to share the booking dates, and he will try to do it manually, I provided him with the dates for the booking, and then he said that the price is too high, and asked if I would be ok with booking on a different Airline, I said yes, I will if it's a direct flight. he then said he is checking and then stoped answering.

  Business Response

  Date: 07/18/2023

  Dear Team,

  The refund has already been processed and refund details has already been shared with the customer.
  

  Kind regards,

  Customercare
  
  

• Initial Complaint

  Date:06/07/2023

  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.

  PCN# ********** On Saturday, June 3, 2023 I purchased a flight pass for 3 passengers. I choose the 6 month options with no restriction on travel dates for 18 flights. The dates were for June 3, 2023-January 3, ****. I entered all passengers information. After making purchase, I was advised that 2 deposits less than $1 would be sent to my account. I was unable to confirm the deposit amounts because there was no way to input information. I attempted calling over 100 times and each time the phone line disconnected after a few minutes. Additionally, I sent emails and attempted chat multiple times in which I have full records of. I did receive an email response requesting I email a confirmation of the deposits. I did send this information and it seemed all was resolved. however, then issues occurred with scheduling my flight. June 3-$2,585.00 paid June 6-$147.00 paid for prepone due to unresolved issues with scheduling based on my 30 day travel period. Clearly, I can see Ethiopian Airlines has every travel date I have selected. I have scheduled for *****January, July-January, July-August, August-September, September-October, October-November, November-December, December-January. I have literally attempted to schedule flights for ALL dates I paid my initial installment. Yet, I receive the same message each time. NO FLIGHTS ARE AVAILABLE FOR THIS DATE. YOU MAY TRY AGAIN BY CHANGING THE DEPARTURE DATE. The flight pass is a contractual agreement and Optiontown is not honoring the service promised to be rendered. I

  Business Response

  Date: 06/08/2023

  Dear Team,

  Greetings!
  
  We are already coordinating with this customer for the bookings.
  
  Kind regards,
  Customer Care
  

  Customer Answer

  Date: 06/08/2023

  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 received a message about the dates I wanted are available. I have several dates that are not available and the one date they are referring to is causing me to have to pay extra due to no fault of mine. Despite multiple attempts to get my bookings scheduled at the time I purchased and within the 30 day window, these are not asking me to pay an additional fee when I reached out multiple times with no resolution. As I stated, per the contractual agreement set forth by Optiontown, it is not being honored and I am requesting a refund. It should not be this complicated and the service is really disappointing. 

  
  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: 06/09/2023

  Dear Team,

  We contacted this customer and assisted her with the booking, thus the issue she highlighted has been handled.
  
  Kind regards.
  Customer care
  

• Initial Complaint

  Date:03/16/2023

  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 had purchased a Flight Pass via Optiontown for use with Air Malta.After purchasing, I received a confirmation and see from my bank that the amount was deducted, however, when trying to book my flight online, it does not give me the option and keeps refreshing the page. I have gotten in contact with Air ***** and they said they cannot resolve because it's with a third party. I have tried calling Optiontown's ** and US phone numbers, which only *************, and then ultimately hang up. I've also sent 3 separate emails explaining the issue and have not received any response. I finally got someone on live chat, who did not indicate any real resolution and stopped responding when I asked when they anticipated it to be corrected.Due to this, I have now missed my intended flight date, and the availability of economy seats has fully sold out, causing my flight to be absurdly expensive and not possible.

  Business Response

  Date: 03/16/2023

  Dear Team,

  Greetings!

  Please be advised that we are  coordinating with the customer to resolve this as per his satisfaction.
  
  Kind regards,

  Customercare
  

   

   

   

• Initial Complaint

  Date:12/16/2022

  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 purchase a flightpass and was promise to book any flight within a year as long is book at least 90 days in advance, after purchase i was told the option i choose have not flight available (for the whole year) I must upgrade, after I upgrade and pay another 651 still getting the same result, I been trying to reach them in all possible to way to cancel the pass i purchase within the last 7 days, but they don't respond or answer Emails or phone calls..I want a full refund..

  Business Response

  Date: 12/20/2022

  Dear Team,
  
  Greetings!
  
  Please be advised that we are not able to fetch the customer details with the provided informations, please ask customer to share the Flight Pass details to assist or send us an email @************************************* to provide immediate resolution.

  Kind regards,
  Customer care
  

   

   

• Initial Complaint

  Date:12/06/2022

  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 bought a flight pass on October 25th. Optiontown Confirmation: **********. Flight Pass Number: **********. Airline: Ethiopian Airlines. I paid $2,706. It gives me the option to buy 8 flight with a sixty day notice within a year. I was planing to use the pass to attend a wedding and I needed fly on January 30th. For the pass to benefit me, I needed to book a flight by Dec 1st 2023, 60 days prior to departure. The problem is that, even though my payment went through on the 27th of October, Uptown kept claiming that the payment did not go through. I contacted my bank and they confirmed that the payment went through. I also can see that it went through on my bank statement. I reached out to Optiontown and after many denials, they accepted that the payment indeed went through. However, this was on December 3rd, which was too late. I have tried explaining to Optiontown customer service that it was their fault that I missed my sixty day deadline, but they are ignoring my emails. I have also called them tens of times with zero pick-*** on their end. No one answers their phone lines, not even once. I have been anxiously waiting to hear from them via email for days now and I continue to call them, with zero success so far. Bottom line is that I did my part. I paid in time, and my bank statement shows that I did so on 10/27/2022. Optiontown only allowed me to start booking flights on December 3rd, which is too late. This is clearly unacceptable. I need a full refund or I need them to let me book my first flight by relaxing the 60 day deadline that they caused me to miss.

  Business Response

  Date: 12/07/2022

  Dear Team,
  
  Greetings!
  
  We are already coordinating with this customer and have provided a solution to book the flights he has requested.
  
  Kind regards,

  Customer care

• Initial Complaint

  Date:11/26/2022

  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 booked a 2 passenger flight pass with optiontown confirmation number ********** with ********** Airlines under travel zone ****** to and from Del ******. The travel period is 12 months and this was booked October 2022. I was able to redeem tickets for 1 passenger on the flight pass, however for the second passenger the website will not allow me to add myself as the second passenger. The website itself does not allow me to type in a name to fill in the allotment I have already paid for. I have raised this concern via their customer service email, OCN ********** case ID ************* however this concern was not addressed and the only response I received was not related to my issue. I responded to their email several times and never got a response again. I tried to call the hotline and the call was dropped after waiting for a at least 20 minutes. This happened several times after I repeatedly called. I also tried contacting optiontown via their live chat however no agent responded to my messages. I waited for an hour and no response was made. I have no way to redeem the tickets I paid for in the flight pass and for this I had no choice but to file a complaint here as the optiontown channels of communication do not seem to allow customers to get through and get help technical issues.

  Business Response

  Date: 11/30/2022

  Dear Team,
  
  We are coordinating with this customer to add the passenger details in the Flight Pass.
  
  Kind regards,
  Customercare

   

  Customer Answer

  Date: 12/03/2022

  [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,
  
  ********************