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:06/27/2024

  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.

  This company is a tour operator, the services was cancelled due to bad service of their tour guide and driver I am asking for refund for undelivered service- refused to refund for undelivered services, do not response even when you call their office I paid for the day they did the service even though it was a very bad one Total of services avail was for 3 days, private guide and car service, I paid for 1 day even though they botched the service, very bad customer service You can tell that this is a common practice in their office, cz none in their head office is responsive to me Just one person from their sales, Han, but its out of her hand to refund me

  Business Response

  Date: 07/12/2024

  Good morning - 

  The issue discussed in this complaint has been resolved with the client and agency as of the date of this response.  A mutually agreed upon refund in the amount of $1,900 USD was issued to the client, and received by the client,  on June 29, 2024.  This issued is considered CLOSED by both Teamamerica and the agency which filed the complaint.   

  Thank you, 

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

   

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Team America ONLY gave me 1 day refund.  They refused to refund 2 days when there were no services rendered.  They were not responsive to me.  NO RESPONSE AT ALL.  Do you think it is fair to get 1 day refund only when they did not do services for 2 days?  This business is so bad in so many levels.  They forced the issue that they will only refund 1 day.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 07/25/2024

  To Whom It May Concern: 
  
  With respect to complaint #********, Teamamerica disagrees entirely with how the circumstances of the complaint were presented by *******************************.   
  
  Here are the facts: 
  
  On March 5, 2024, two days prior to the referenced client's arrival and need for the booked services (which were guided tours and transportation to and from events), *************************** requested a cancellation of the three day booked services which were to run from March 7 - March 9, 2024 (attachment serves as proof of her request).  Immediately, on March 5, 2024, *************************** was made aware (again, attachment provided as proof) that if the clients canceled, it would be a 100% penalty since the cancellation request was coming within 72 hours of the beginning of the service.  ***** stated that the request for cancellation was due to a conflict of her client's business meetings. Her clients did not need all the services booked.  In other words, *************************** booked a $5700 service that was not needed for her clients.  Since she could not cancel the services, the services went on as planned.  As the services progressed on day 1, ***** alleged that her clients were making complaints.  Any, and all complaints or concerns, were immediately addressed by the Teamamerica Sales Team, this included suggesting alternative drivers, guides, etc. We only asked for proof that the complaints alleged were coming from *****'s clients and that they were indeed true. No proof was provided, just threats from Amery, that unless we provide a full refund, she would go to the BBB.  As a good faith offer, and to stop the harassment Amery was inflicting via email on our team members, Teamamerica refunded 1 day of the services, $1900.  This refund was granted DESPITE the cancellation policy in place, a policy which ***** agreed to, and only started to question when her clients changed plans and no longer needed the services purchased.   
  
  Lastly, with respect to *****'s claim that Teamamerica provided subpar services due to her clients being from the ***********/of an Asian background, Teamamerica cannot disagree more with this offensive and ludicrous claim. Teamamerica is a GLOBAL company that has been in business for over 27 years. We have Sales people, clients, employees, and vendors throughout the world including ***** and other Asian countries. We were recently invited to a China-US Travel Summit as the special guest of the government in ***** where I, the Owner of Teamamerica, was featured as a guest speaker on US/Asian travel. In addition, with respect to the *********** directly, Teamamerica helped over 100 Philippine clients celebrate Philippine Independence Day.  It is only because we rightfully denied ****************** initial cancellation request (again based on the policy Amery agreed to) that she brought this claim to the BBB. We refunded 1 day already, which is a loss for us as we had to pay for the services since they were already booked, as a good faith effort, but we will not refund anymore just because of her threats and false accusations.  It should be noted, that Teamamerica is prepared to seek out  legal advice on how to counter this defamation if ******************** does not stop making false attacks with the sole purpose of trying to get a refund that is not warranted.   It is particularly shameful that she is trying to take advantage of the BBB and the respected work that it does, solely to benefit herself. 

  Thank you for giving Teamamerica the opportunity to present these facts that clearly demonstrate the absurdity of ************************ claims. 

   

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Let me enlighten the person who is answering on behalf of TEAM AMERICA.  The request for cancellation prior the arrival of guests was disregarded after informing the client that there will be 100% penalty if they do so. Hence, the service push through as planned.  They are connecting the two when there is no connection at all. The service was bad, with some arguments ensued.  When we complained, there was NO OFFER OF REPLACEMENT, in fact NONE OF THEM WAS ANSWERING.  Attached proof of many missed calls, which I sent to them via email, many times we tried to reach them while it was happening, sent with conversations with the client.  Sending proof as well of how long it took for their office to reply to my email (April 16 and only once, just to tell me they closed the case without informing me).  AND proof that their sales agent ***, sent me a message to CANCEL the following days service when she finally answered without offering any replacement (she did only much later, after I already went on SOS mode and availed from my other service provider from **********) because we were running out of time already.

  To say that I am harping on us being ASIAN is invalidating our position and that of my clients complaints. They hardly  replied to my emails. After my initial call- their office manager never spoke to me again ( i called again after the line was cut off) when I called their office a few more times, left messages were ignored. No one was answering my emails, until I agreed to get 1 day refund only.  Even their sales agent is not getting replies from their office about our situation. I am documented as well, with complaint letter from my client, which I sent to them that fell on deaf ears.  Again, if they immediately offered to replace their people - WHY would I get the same service from another company?? I sent proof that we hired another service provider to replace them, and it was stated in my clients letter how they praised the other company.  It was an early booking the following day, I cannot wait for them to talk it out in their own pacing - I would not put my companys name in bad light with my client by leaving them hanging out to dry. Unlike TEAM AMERICA,  I value the words CUSTOMER SERVICE, even if its a small transaction. Their slogan is to deliver VIP services, the mere fact that they promoted themselves here in the ***********, time difference is an automatic factor. When there is a problem, direct customers complaints to us- travel agents, we complaint to them as our tour operator (this is the practice in our industry) but they were NOT available to handle to situation.  Because they said NYC office is closed.  Why get an engagement from **** when you know you cannot attend to them when needed, especially during the ACTUAL service. The booking is from ****, the complaint will come from ****.  They do no know the full definition of VIP service or being selective when to apply it. We paid good money for this, I did not charge my client for getting another service from another company (ALL BAY) from ********** (they have a copy of the invoice and proof of my payment to them) because to me this is after sales service.

  Thank you for your time BBB, I will fight this off to show TEAM AMERICA it is not right to over sell themselves and throw travel agencies under the bus and just disconnect from the situation if its not favorable to them. What do you call someone like that - a bully. 

  BTW, you can verify my transactions with ALL BAY anytime, we pay in advance and in good standing relationship with them. I regret the day that we entertained TEAM AMERICAs marketing involvement in the ***********. Like I said, I only tried their service because they are from East coast, promised a good VIP service.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************