Complaints

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

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  Options Travel Group

  11132 S. Towne Square, Ste. 105 Affton, MO 63123

• 

  Options Travel Group

  24624 Interstate 45 Ste 220 Spring, TX 77386

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:01/08/2023

  Type:Delivery 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.

  Attended a presentation on 1-05-2023 as required and was promised a complimentary 3 Day/2 *********** stay with a $150 in spending cash. Upon completing the presentation, we were given the vouchers for our "gifts". When arriving home and reading how to book our stay we discovered that there were fees involved and the "spending cash" was actually a rebate, not cash at all. This was a deceptive and outright lie in the promotion. I would like my $150 spending cash and "Complimentary" stay.

  Business Response

  Date: 01/09/2023

  ********************, the terms, and conditions to activate the voucher quotes A refundable deposit (cashiers check or money order only)in the amount of $75.00 made payable to Trending Travel. Unfortunately, there are steps that need to be taken to receive your 3 Day/2 Night stay and spending cash.
  
  We will be happy to send you a different gift that better suites you.

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  They don't mention that there's a $50 booking fee and/or other fees that *** apply. As i also stated initially, the $150 spending cash is a rebate. you must first spend the money, at the hotel where you stay, provide documentation and then they claim you'll be reimbursed for up to the $150. That's not spending cash, that's a rebate.  I want my $150 spending cash on something such as a prepaid gift card.
  
  Regards,
  *************************
  
   
  

  Business Response

  Date: 01/25/2023

  BBB Case # ******** - Options Travel Group
  
  
  *************************,
  
  
  
  A request for $150 spending cash or something such as a prepaid gift card was requested in order to resolve your complaint.
  
  We agreed to $150 amazon gift card which has no activation fees since that is the only gift equivalent in monetary value.
  
  I would like to add that we have tried contacting you and left a voicemail to resolve this matter. Please call us back ************.

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
   
  I would accept the gift card but they haven't sent it. I received a voicemail on 01-20-2023 that offered this and it said that if they had my correct email I didn't need to contact them and to look for it in my email. They have my email and my phone number from the first interaction and meeting. I called and left a message with them on 01-25-2023 that I still did not receive it and left my email for them again with no response, I then received your message where they claim they can't get ahold of me? I've called and left messages at both the phone numbers I have for them with no response. When and if they send the gift card I would consider this complaint closed. 

  Thank You,

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

   

  
  

  Business Response

  Date: 11/08/2023

  We have had an ongoing BBB compliant that we believe should be resolved and closed. Please see attachment, thank you.

   

  Thank you,

  *************************************
  Director of Operations
  DVD II Group, LLC d/b/a Options Travel
  O: *********************
  D: ************
  F: ************

  Customer Answer

  Date: 11/11/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:10/04/2022

  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.

  In March my husband and I attended an information session for Options Travel. We declined multiple times only to finally purchase a time share with Options Travel and made a deposit of $8000.00 we were given vouchers for a free 3-night stay which was false. It required a payment of $250. There were other promises made by the salesman about very low costs to book a vacation and availability to stay at the ************ Vacation properties only to find that they had misrepresented the prices to book in their system and the availability of properties to book. I called and asked for a refund and they very rudely refused. I called again and they said a manager would return my call which did not happen. We simply would like our money back and if this cannot be accomplished we are willing to go to the State Attorney General about what we feel is fraud operating in WA state.

  Business Response

  Date: 10/20/2022

  BBB Case # - Options Travel Group
  
  Customer Information:
  ***************************
  **********************************************************************
  Phone: **************
  E-mail: ************************************
  
  
  *****************, the certificate you received for your meeting with us does have value. You must pay the taxes and fees associated with the airline tickets and the resort unit you would stay in for the 3 days/2 nights.We would be glad to send you a different gift that would better suite you.
  
  Options Travel Group does not sell any timeshares, but we do assist clients in transferring out of them. We sell a pay as you go travel club which eliminates maintenance fees and assessment fees. One of your top reasons you decided to become a member with us was to eliminate the maintenance fees you have with your Hilton Grand timeshare. We apologize that you feel the way that you do but we typically do not give out pricing because fees change daily. We would like to extend our travel services to you to try to find the best deal for the trip you are trying to make.
  
  Unfortunately, we are unable to issue a refund since the program has been set up and fees associated with it have been paid.

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    I maintain that we were mislead on the cost of travel accommodations. We were promised that the cost of vacations would be a fraction of the cost of the normal price price one can find on the internet. When we have checked the prices there was no discount.

  I have called several times to get my $8,000 deposit back to no avail. Promised of returned calls were never fulfilled. I believe that I was scammed and that all the promises were lies. It seems that I am not the only one who feels this way and the next step will be to contact the Washington State attorneys office.

  
  

  Business Response

  Date: 11/17/2022

  ***SEE ATTACHED***

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action will resolve my complaint once I receive the promised settlement via check. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    *****
  

• Initial Complaint

  Date:08/24/2022

  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.

  WE ATTENDED WHAT WE WERE TOLD WOULD BE A NEW INFORMATION ABOUT OUR TIME SHARE WITH RCI. IT WAS NOT SUPPOSE TO BE A PRESENTATION, WHICH IT TURNED OUT TO BE. WE WERE LEAD TO BELIEVE THAT WE WERE GETTING RID OF OUR TIME SHARE , BUT IN REALITY THEY ARE JUST ANOTHER TIME SHARE WE ARE SENIOR CITIZENS AND WE FEEL WE HAVE BEEN TAKEN ADVANTAGE OFWE SIGNED A CONTRACT ON JUNE 8TH AND I HAVE TRIED TO GET IN TOUCH WITH THE COMPANY. THE NUMBER THAT WAS GIVEN TO US BY *********************** WAS NOT RECOGNIZED BY THE PERSON ANSWERING THE ****** I TRIED TO CALL CUSTOMER SERVICE AND WAS HUNG UP ON. THE REDEMPTION CODE GIVEN AS A GIFT FOR ATTENDING WAS NOT HONORED. THE PRICES FOR VACATIONS THEY CLAIM ARE BETTER PRICES THAN OUR ORIGINAL TIME SHARE THAT WE GAVE UP ARE NOT WHAT THEY SAID THEY WOULD BE, THEY ARE MUCH HIGHER. I WOULD LIKE THIS CONTRACT CLOSED AND ANY MONIES THEY HAVE RECEIVED RETURNED. THE AMOUNT THEY HAVE RECEIVED FROM ** IS $7295.00. YES, WE DID SIGN A CONTRACT AND WE FEEL THAT THEY WITH THEIR SELLING SKILLS KNOW HOW TO MANIPULATE PEOPLE, ESPECIALLY SENIOR CITIZENS..

  Business Response

  Date: 11/01/2022

  Options Travel Group has spoken to both Mr. ***** *************** today 10/31/2022. The issues and concerns the Lewiss had are resolved to their satisfaction. They will be responding to the BBB that the issue has been resolved. 

   

  Please see attached. 

  Customer Answer

  Date: 11/01/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• 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.

  I have called and written to Options Travel Group, requesting a partial refund of either $13,070 or $11,412. We paid $13,194 in 2021 through 2 new ******* credit cards for ********************* and ***************************, paid an additional $849 for limited travel in 2021, which was one week at a timeshare in ******* (valued at $2631.00 in 2022).which we received; and paid an additional $3900 for 3 timeshares canceled, which was refunded by that credit card for services not received. We did not receive the main 2 things promised in our contract with Options Travel Group: expanded travel services starting 2022, and cancellation of our 3 timeshares and their monthly and yearly fees. RCI Travel, in December, 2021, canceled all of their contracts and agreements for any Options Travel Group Clients, which effectively canceled for us any future travel in 2022 and beyond with Options Travel Group. I called Options Travel Group and requested partial refund with ******* card but have not received any resolution for this situation. *************************** with Options Travel Group refuses to refund any of the total and maintains that we received all of the services promised. We should not have to pay more than $2631 (minus $895) for this contract.Phone: ************

  Business Response

  Date: 08/04/2022

  *************, the purchase you made with Options Travel Group was a ****** points account which were set up in *** on 06/15/2021. As of 2022, Options Travel Group started processing points with a different exchange company called *********************** The points you purchased came from Options Travel Group and not ***; therefore our obligation was to make sure you had an exchange company to use these points through. We have records of you speaking to *************************** on 03/10/2022 informing you of this change and that you would have an account set up with Interval. At that moment you asked her for the phone number to the *** ******* credit card used for the purchase which she provided to you. You did not request a refund or voice a concern giving her the option to help you,instead you opened a dispute with the cc. We received your chargeback on 04/22/2022 and on 05/10/2022 ******* ruled in our favor since you did receive services promised.
  
  As for the three transfers, Integrity Solutions was actively working on your file, and you decided to dispute those charges as well. Had you not disputed the $3,900 for three transfers, they would have kept working on your file to get the timeshares out of your name.
  
  Please feel free to contact customer service so we can set up your *********** points account. ************

  Customer Answer

  Date: 08/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.] ( I saw a different email first, and sent my detailed response to ********************************* same as below.)

  The notes I took from my 3/10/22 phone call with *************************** are vastly different from the above assertions.  As you can see, she has no written emails or letters to back up her claims.  When I first called Options Travel Group, 3/10/22 to ask for a refund, I spoke to ******************* and was transferred to ***************************.  ******* did not discuss **********************.  At that time 3/10/22, Options Travel had no Travel Agency working with them since December of 2021, 3 months without. She said they were working on it and would soon have an agency. So I asked her for a refund. She told me that I could not get a refund with Options Travel and that I would have to request it from my credit card company.  (When I recently got her email and sent her an email 8/1/22 asking for a partial refund , she responded in the exact same way  with her return call until I contacted BBB, see attached screen shot). 
  
  
  I was forced to dispute these unreasonable charges with *******, who from the start acted like they didnt want to refund the money because it was a large amount.  ******* also has a number of complaints because they have not backed their customers concerning fraudulent activities.  I have now also filed a complaint with BBB concerning *******. Since **************** got a chargeback from *******, why didnt she contact me to work out this problem, or just authorize the refund?
  
  
  Integrity Solutions, authorized by Options Travel Group, was paid, as I noted on my complaint, to cancel our timeshares, and I did everything that they requested. Their methods however, were not legal. Not paying the timeshares and going into collection, was not part of the contract with Options Travel Group or Integrity Group.  When I got collection letters from our three timeshares, I contacted Integrity Group and my credit card and immediately got a refund.  I was glad that I hadnt put that purchase on my ******* card.
  
  
  I have never received any information by mail, or email concerning Options Travel offering ****** points for 2022 through **********************.  In calling ********************** 8/5/22, **** at 5:55 pm said that ********************** doesnt work with points, only with Travel Agencies that have actual properties, and that, no, they do not accept Option Travel points.
  
  In addition, when I sent emails to *************************** recently, she didnt want to communicate by email, as I requested, only by phone.(see attached) 
  
  
  The value of the one week timeshare we used in 2021 is $2631 (2022 rates).  I request a partial refund of minimum $11,412 for the remainder of what we paid, although in the contract, the difference of $13,070 is more correct. Nothing else listed in our contract is valid- ongoing travel availability, nor our three timeshares and their costs canceled. We did not receive these services that were promised. $13,194 is unreasonable and fraudulent for one week timeshare.