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Business Profile

Tour Operators

Moostash Joe Tours
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Moostash Joe Tours's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:11/14/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      see attached
      paid 9284 cause of fall

      Business Response

      Date: 11/25/2024

      To Whom it May
      Concern:
      Al*** *****a &
      J**** ********** ********** *** *** ******** ******* **** ** ******* *** *****  **** ********* *** ************* ****** ********** **** ********* **** ***** ***** ******* ** *** ** **** *** *** **** ********* **** 28 – August 8, 2024.   On July 8,
      2024, ***** called and cancelled for medical reasons.  By this time, they were in the $2,000 per
      person cancellation penalty period if a cancelation was made on or after May
      25, which was clearly stated in the brochure and website and confirmation letter
      of receipt of registration.
      On July 8, 2024
      Moo***** *** **urs refunded $4,298 to the credit card ***** used to make
      payment for herself and her son, ****s.  This
      amount was all money that was received minus the travel protection amount and
      cancelation penalty.  About July 17,
      2024, Moo***** *** **urs took the information sent to us by ***** and completed
      the claim forms for her and sent it to her son to sign and return to Travelex
      to start the claim.   ***** was not happy that there were
      cancellation penalties and that Moostash Joe was not refunding all of her
      money. 
      September 11, 2024
      ***** called us and stated she had not received her cancellation penalty amount
      and Moo***** *** **urs called Travelex to check the status of her claim.  We were told that the claim had not been
      settled because Travelex hadn’t received sufficient requested documentation
      from the client.
      November 18, 2024
      Moo***** *** **urs received a letter from ***** saying she still hadn’t
      received payment from her claim and still believed Moo***** *** **urs should
      refund the penalty to her.  Moostash Joe
      Tours contacted Travelex to check on the status of the claim for the client and
      were told that a payment setting her claim had been mailed to ***** on October
      28.
      In speaking with
      ***** again later, we were informed that she had received a check settling her travel
      protection claim from Travelex and there by resolving the complaint shortly
      after she started the Better Business Bureau complaint.

      Sincerely,

      Moo***** *** **urs..

    Moostash Joe Tours is BBB Accredited.

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