Complaints

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:02/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 used this company and their owners ***** and ******************* as our travel agent for a vacation to ***** last Summer. Amongst other issues and headaches, our flight we had already paid for in the package was not appearing on our airline app. just a couple days before our trip and was told to book our own airfare and we would be reimbursed by the travel agent. I confirmed the price prior to purchasing the tickets which were $16,856.50. On July 6th, 2023 prior to us even leaving for the trip we were told it had been submitted for reimbursement. On Sept 20th, 2023 after waiting 77 days I was told by ***** she had called the insurance company and it was still in process. On Monday Dec 4th after many messages that were not responded to, I was informed by text from ***** that a check would arrive the next Thur or Friday.and confirmed it was for the amount I had paid of $16,850.00 On Dec 18th after not receiving a check I informed ***** who confirmed my address and finally got back to me on Dec 20th saying if I didn't get it by the next day, they could void the check and do a wire instead. I told her a wire would be great and was confused it was offered originally.On Dec 22 I informed ***** we still didnt have a check.On Jan 3, 2024 I messaged again we didnt receive a check and asked about setting up the wire and she said she hadn't heard back from them but would call the next day.On Jan 11th She finally asked for my banking info for wire instructions which I provided so a wire could be sent.On Jan 15th, 17th, 18th, 26th, and 29th I messaged ***** that we still had not received a wire without a response.On Jan 30th ***** messaged it should have been done the previous week and would get an update and be in touch shortly, but never was.On Feb 1st she finally responded she would get back to me that afternoon but never did.Ive now messaged without response Feb 2nd, 5th, 12th, and 27th and still have not gotten the refund I was promised.

  Customer Answer

  Date: 04/09/2024

  In May of 2022, we were referred to *********************** with The Travel Connection Group as an expert travel agent to use for our trip to ***** we took in July 2023. It has been the worst experience ever with any company and feel we have been defrauded of over $18,000.00! Most of this amount comes from airfare we had to book last minute and was guaranteed by the Travel Agency that we would be reimbursed for since we had already paid them for airfare that was not showing on our United App just 2 days before departure. We also were not given any kind of cost breakdown despite the numerous requests prior to our trip. We did not get any accounting of cost until November 7, 2023 3 months after the trip was over after threatening legal action against them for the refunds that had not been received. The owner of the travel agency continued to promise us our refund that never came and has since stopped returning any calls or messages. We want the money we are rightfully owed returned to us as well as help protect other consumers from falling victim to these deceptive business practices this agency used.