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:01/16/2024

  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.

  On 02/15/2023, I placed a booking which wasnt completed per rtx notification. There was no record of the booking. I rebooked within ***** minutes. The next day, there were two bookings. I called rtx to resolve this computer glitch. I have called numerous times, written a letter and emailed the company. All without success. I gave up and later restarted the process and finally found someone who understood the problem and helped. The company subsidiary, which deals with hotel bookings agreed to refund me the duplicate booking. This was in September. I had to cancel my credit card and they werent able to refund that way. On 10/19/23, *** told me Id get a mailed refund in 3 weeks. I called several times, asked to speak to the supervisor. Nothing. On 12/08/2023, I called, left message. On 12/19/2023, I asked for the supervisor to call me. Nothing. On 01/03/2024 I spoke with ****, who told me a check had been mailed in October. That was the first I heard of this and I have not received a check. I look frequently and carefully check all mail. **** said he would relay the information to his supervisor. On 01/09/2024, I left a message with **** and again nothing. Please help.

  Business Response

  Date: 01/16/2024

  Thank you for reaching out and expressing your concerns regarding your recent RTX experience. We are reviewing your account and will have a representative personally reach out to you shortly.

   

• Initial Complaint

  Date:06/15/2023

  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.

  We entered a reservation for ******************** Resort in ***********, **, via the Resort Travel and Xchange (RTX) online portal on April 19, 2023. The reservation was for the week of **** ****, 2023. Upon calling the resort at the halfway point of our flight between **********, **, and ***********, we discovered that the ******************** Resort was closed for construction. Out of necessity, we continued our flight and paid out-of-pocket to stay four nights at a nearby inn (see attachment). ******* at RTX claimed to not have known about the closure and therefore refused to take responsibility for our hotel costs. He did initiate a return of our **** points and the exchange fee, including a $77 credit to our credit card and the return of a $40 rebate in our RTX account (for a total ********************* fee of $117); he did not, however, return the monies paid for the trip insurance. Upon our return home, my wife began to investigate and on **** 14, 2023, spoke directly with ******************, guest manager at the ********************. She informed us that our reservation was not confirmed by them and was not in their system. She also said that the resort has been closed since February 27th, 2023, for construction, and she was confused as to why RTX would even have inventory listed for **** when the projected re-opening date of the resort is July 1, 2023. Indeed, it is hard to fathom how a week's stay could have been offered, let alone confirmed, by a resort for a time when it has a known closure. Please note that ****************** is happy to speak to anyone concerning her testimony in this matter; the number for her at the resort is ************. Given these facts, we are left to assume negligence on the part of RTX in offering a week's stay, and confirmation of such, that did not exist. We are asking for cash reimbursement of our unexpected hotel costs in the amount of $650.08, and a refund of our trip insurance costs in the amount of $37.

  Business Response

  Date: 06/22/2023

  Our records indicate that a representative from RTX has reached out to you regarding the situation. The refund has been processed.

  Customer Answer

  Date: 06/22/2023

   
  I am rejecting this response because after the call my wife received from RTX, I reminded her that we, in fact, paid every ***** of the $77 exchange fee as well as the cost of the hotel out of pocket -- it was not one or the other. Therefore, a refund of the hotel cost minus the $77 exchange fee makes no sense whatsoever, not to mention there was no mention of refunding the cost of the insurance we paid for a reservation that did not exist. As the primary agent listed on the RTX membership, I do not accept a partial refund.
  
  

  Business Response

  Date: 06/26/2023

  A RTX representative will be personally reaching out to you to resolve the issue.

  Customer Answer

  Date: 06/29/2023

   
  I am rejecting this response because I've not yet received the promised refunds. As I informed the RTX representative, I will be happy to close the complaint once all refunds are received. I'm not impatient, but this system appears to allow only a 5-day period for response, so I must reject in order to keep the complaint open until all refunds are received.
  
  

  Business Response

  Date: 07/05/2023

  We understand you are waiting for the refund to process. We appreciate your patience.