Complaints

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

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  Save On Branson

  2005 W 76 Country Blvd Ste 206 Branson, MO 65616-2274

• 

  Save On Branson

  2715 W 76 Country Blvd Branson, MO 65616-2169

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

• Initial Complaint

  Date:12/27/2022

  Type:Sales and Advertising 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.

  This business mis leads people in order to sell tickets at a higher price if you don't take the tour that they schedule

  Business Response

  Date: 01/03/2023

  ***************** was aware of the promotional offer details and was unable to complete her part of the deal to visit a travel club while she was here on her trip. Customer was only charged $156.00 for her vacation package.

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2022

  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.

  Last month I contacted them about a vacation in Branson. They offered a hotel room and tickets to 2 shows for my trip for a total of $188. My credit card was charged immediately. When receiving confirmation emails, it stated that I had to attend their meeting. This was not part of the package deal that was offered prior to payment. I immediately called to request a refund and was denied the refund. I feel that this is fraudulent activity on their part.

  Business Response

  Date: 11/30/2022

  We have spoke to this guest and resolved the issue. 

• Initial Complaint

  Date:09/11/2022

  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.

  Purchased tickets from above Co.. They offered discount tickets if we went to a "short travel discount" meeting stating it was not a timeshare which turned out to be 90 minutes. We were offered tickets to two shows and an old fashioned photo sitting, a discount book that wasn't sent. We had to pay $50. We decided to go to the Branson Belle and the aquarium for an additional $122 as didn't like the shows. We had to wait 45 minutes with only two people ahead of us. Since we had to be at the Branson Belle in an hour the people in front of us let us go ahead of them. We were told very rudely that the package deal had to be picked up at another location then argued with us. So we went to the second location and they had signed us up for the wrong day for the sells meeting. I was also told not to say anything about me having a timeshare with ********, which concerned me. We checked into the room, we were one of the last people to board the ship. We purchased tickets elsewhere to go to the zoo and the Titanic. While at the zoo the next morning I started getting sick. So we left and went to the aquarium for an hour. My great Nieces wanted to do the old time photos which was also a big disappointment. It was a new place, with no sign, and very little customs even though we had called ahead of time. So my great Nieces went to our hotel and picked up some of our clothes, gloves and jewelry. The final photo had a white streak through it. I became physically sick so my great nieces dropped me off at the hotel and went to the Titanic by themselves. I had a 102 Degrees fever so decided to go back home when the girls arrived. At home I tested for covid. I'm in my 70's and I have an autoimmune disease. I tried to call them. I received a phone call early the next morning from an angry agent. I told him I was very sick and would talk to him later but was unhappy with their service. I checked my account and they had withdrawn an additional $183 w/o an explanation or breakdown.

  Business Response

  Date: 09/16/2022

  The guest was made aware of the promotion that she signed up for and we have her signature and initials on file showing this promotion. The guest paid $50 for the promotional package. The guest also added on additional show and attraction tickets for $122 - a major discounted rate for the options the guest chose. The guest did not show up for her promotional offer preview that was clearly outlined in the documents with her signature and initials on file. We attempted to reach out to the guest on 8/18 at 3:30pm after she did not show up for her preview to keep the promotional offer. We are sorry to hear that the guest was unhappy with the options she chose and that she got sick on her vacation. However, we do not believe our company is at fault for these issues and for the guest not showing up for her promotional preview. However, we will issue the refund for the $183 to satisfy the guest. We would like to also point out that the guest declined to speak any further to our customer service team so we could remedy this situation. She hung up on the customer service agent that attempted to remedy her situation. 

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will accept the refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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.

  Date of Transaction: 6/8/2022. Transaction ID: ****** Order #********* Amount Charged: $676.00. Paid. I was planning a trip to Branson with friends and this business on line offering discounted tickets. I called about getting tickets for 6 including some children for 3 shows. Branson Bell, *********************** Stampede, and Sights and Sounds ***** Play. I talked to *********************************** who seemed helpful. In the coversation she offered a better discount if I would meet with them while in Branson. I got very nervous at that point and expressed to her that I was and the reason. I had gone to one of those meetings with another company. I purchased their vacation offer. They moved and changed ownership and I lost a lot of money. She kept saying they were nothing like that and they were not there to take my money. I finally agreed when I asked a few times if I could change my mind at any time before the trip and get my money back. She assured me that I could. I got off the phone and called back approximately 15 minutes later to cancel. The person that answered said I had to talk to ******** in order to cancel and she was on the line with another customer. I was assured she would call me right back. when I called again I was told she went home. I then emailed ******** the same day telling her I wanted to cancel the order and for her not to charge my card. I made multiple calls over the next few days. All said only a manager or ******** could cancel the order. They would say a manager would call me back or ********. None did. I have yet to see any refund. I have a short email string that ended with ********'s statement, "I will get you refunded." She called one day and offered a partial refund. I said I should be fully refunded like she had said before I agreed and I had called to cancel 15 minutes after the purchase. She said I would just have to talk to a manager. I can forward the emails and receipt. My email wont upload.s

  Business Response

  Date: 09/16/2022

  $676 was refunded to the guests card. We have made numerous attempts over the last week to reach out to the guest and have the call logs proving this. The agent in question left a voicemail on the 8th, plus our **************** team made attempts on the 12th, 13th, 14th and 15th and did not reach the guest. We believe this was handled and would have been handled much sooner if we were able to reach the guest at the number provided. We have refunded the amount in full.

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/04/2022

  Type:Customer Service 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.

  9/4/2022 We arrived at Save On Branson. With $239.00 already paid for show tickets, **** and *** wanted to argue times, cancelations, and, the whole,"not my fault thing" but when you pay for something, you want what you paid for. Our Itenerary was changed 4 times due to Save on Branson's Ignorance. The times were changed four times and 2 cancelations. Still did not get what was paid for, plus the shows changed once again. Terrible Service. Never will we use Save On Branson, EVER AGAIN!

  Business Response

  Date: 09/16/2022

  This was handled and the customer was satisfied with the desired settlement.

• Initial Complaint

  Date:07/07/2022

  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 work in a Drs office and an employee tested positive for Covid and is now out of work for the next 2 weeks. I am now unable to go to Branson because we have noone else to cover the office with our employee out. I was also never told when i made the reservation and paid that it was non-refundable. I called and spoke to an employee there this morning and was told that she would speak to her manager and get right back with me and still have not received a call back.

  Business Response

  Date: 07/19/2022

  This has been handled by our organization and a manager will be calling to provide a refund or change the dates for the customer's vacation as requested. 

• Initial Complaint

  Date:06/30/2022

  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.

  In March 2020 my friend and I paid $791 for a "vacation package" offered by Save On Branson for the dates of April ****, 2020. The ***** pandemic hit all of us in March 2020 and on March 18, 2020 I spoke with ****** at Save On Branson to request a refund. I was told that we cannot get a refund but she would allow us up to two years to use the package. In the fall of 2021 ***** cases were on the rise so on September 7, 2021 I called again and spoke with **** who indicated he would extend our reservation until the end of 2022. We are now over half way thru 2022 and ***** infections continue to rise with an uptick predicted for this fall so it is highly unlikely that we can travel to Branson in the near future. We are both 79 years old and have serious health issues that put us in the "high risk" category. In addition, we do not meet all of the mandatory qualifications for the package because we are both single women who live alone and do not have an annual income of $50,000 or above so definitely don't have the money to invest in a timeshare or anything else. I told the person this when I made the reservation and was told that it was "OK". We should have been automatically disqualified from taking advantage of the promotion but they didn't hesitate taking our money. On June 4, 2022 I sent letters to the Owner (*******************************) and AVP (***** Case) as listed on the Save On Branson website and respectfully requested an exception to their policy of "No Refunds" but both letters were returned to me on June 30, **************************************************************************** because the letters should have been forwarded to someone in charge if it is a legitimate business.We feel that we should be reimbursed the $791 because we never took advantage of the promotion, are at the top end of the age requirements, didn't qualify regarding annual income guidelines and ***** prevents us from going to Branson now and in the future.

  Business Response

  Date: 08/15/2022

  On 7/11/2022 the guest (Mrs. ********) called the office and confirmed that her package did not expire. Our agent made this vacation package open ended, so it never expires. However, Mrs. ******** also stated that she sent letters to those mentioned in the complaint. These letters were never received and it was only from the BBB notification that we received notification of this complaint. On August 12th, a full refund was provided to Mrs. ********. 

   

  We believe that our process in place and offer to make her vacation package open ended was a satisfactory solution and this BBB complaint is not ideal or valid. We are also unsure where the address is that the letters were mailed to due to the physical locations of our business are not able to accept mail - our mailing address would have been provided by our agents if this was requested. COVID has created unique challenges and we have gone above and beyond to create the greatest vacation experience for thousands of families each month that book with our company. If guests are unable to travel, we always open date the package and the guest is always able to call back and reschedule their trip. We did fully refund this customer and if this meets satisfactory requirements, please consider this complaint settled.

  Thank you.

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service 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.

  Their cancelation policy states 48 hours and 100% refund, however that is not the case. They will give you a voucher for 100% of what you spent or refund you 60% of the original amount no matter in what time frame you cancel within the first 48 hours.

  Business Response

  Date: 08/15/2022

  **** ****** was made very well aware of the cancellation policy. When you cancel within the window, our company offers an open-dated package option and the guest has 12 to 18 and sometimes 24 months to use the package in the future. Our team attempted to reach **** ****** on June 1 and did not receive a call back or response to the email that was sent to her by our team member. **** ****** also acknowledged and understood that the site she purchased the package on does not state there is a full 100% refund. We believe **** ****** was made well aware of the promotional details and we did open date the package for her as stated in the confirmation details. 

   

  Please let us know what the satisfactory plan of action **** ****** would like. We did attempt to reach her and have been unsuccessful each time. The package was purchased on May 25th for a check-in on July 4th. 

• Initial Complaint

  Date:06/19/2022

  Type:Billing 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.

  On June 2, 2022 we contacted the company Save On Branson in order to secure tickets for ****************** at a discount. We would receive 6 adult and 4 children tickets for the discounted price of $627 plus a $22 registration fee for sitting in on a 90 minute presentation with Westgate Resort Getaway Vacations (Westgate Travel Club). We wanted to go to ****************** on Sunday June 12th and were told we could pick up tickets on Saturday June 11th when we arrived in Branson and could sit in on the presentation on Monday June 13th @ 9:30 AM. We were ok with that and specifically told the women (********) that was fine and that was the only day and time we had available while we were in Branson. Our Credit Card was immediately charged the $649 the amount agreed upon. On Monday we were in line @ 9:30 to check in and by the time we reached the counter it was 9:35 and we were told that we were late and had to reschedule. We told the lady that we could not reschedule and should be allowed in for the presentation and we were denied. Two days later I noticed another charge from Save On Branson for $257.10. When I contacted the company and spoke to the Supervisor ******* on June 19th I was told that was the price for not attending the presentation. When asked why that was more than the actual cost of the tickets without the discount I was told a $100 fee was also added. When I explained to ******* the situation and that we were denied entrance into the presentation she basically said "too bad" and that we should have been there earlier even though we were there in line at 9:30 AM on the scheduled day like we were supposed to be. When I told her I was going to dispute the additional charge on my credit card she said, "go ahead." These are listed on the sheet we received OPC#:61826 Location#:3110093 Invite#:2847592 OPC Name: ******** Confirmation#:15518115 Tour Date: 06/13/2022 Tour Time: 9:30AM

  Customer Answer

  Date: 06/22/2022

  Thank you for contacting the Business with our complaint.  *********** responded via email and we were refunded the amount in question. Thanks again.