Complaints

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• Initial Complaint

  Date:02/01/2023

  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.

  In late December, I had contacted Lisamarie G**** about a trip to St. Lucia which friends were taking and which I was considering joining. The trip was planned for 3-9 June 2023. As it was so far out, one of the most important questions I had was whether the deposit of $409 was refundable. She said multiple times it was refundable except for the $158 for travel insurance. I was fine with that and I booked the trip on 6 January 2023. The original invoice I got listed the travel agency as Casino World Travel. I am including it as "Original Invoice for CLRock". That invoice does not even break down or note the charges.
  
  I have had something occur which caused me to need to cancel the trip. As such, on Friday - 27January 2023, I contacted her by email to let her know I needed to cancel the trip. I could not reach her by phone so I sent her an email. She finally called me on Monday - 30 January 2023. Again, we discussed the cancellation and she said I just would not get the $158 for travel insurance but would get the rest. I said I understood and fine.
  
  On Tuesday - 31 January 2023, I received an email from her saying "I'm sorry to say there isn't a refund. " She then gave me a phone number to call wherein I was told they couldn't discuss it as I had made the reservation with Happy Wanderlust Travel. She also attached a cancellation invoice - for this invoice the travel agency for which she said she worked and which was noted on the invoice is different than that on my original invoice. I am attaching it as "Cancellation Invoice for CL Rock". In it, an entirely different amount is noted for travel insurance than I was even told it was.
  
  I am now out entire deposit of $409.00. I expect a travel agent to be competent and intelligent on the rules etc. I deliberately asked several times about the deposit. Lisamarie Gerlt said every time I would receive all back but the $158 for insurance. She either deliberately lied or is incompetent. Either way it is her fault

  Business Response

  Date: 02/07/2023

  In response to the complaint from client, I would like to note that is my 1st complaint...I have been in business 5 years.

  When helping a group of clients with a trip to St. Lucia, this client was given the information by a friend, in hopes she would join them. This information can be viewed on my website with other future group trips. It includes all of the specifics included in the trip.

  www.happywanderlusttravels.com

  In addressing her complaints-I have included a summary of cost which she claimed to have never gotten. (Suppliers often don't break down the cost, it usually just shows a total cost...so I do this for my clients) IT CLEARLY SHOWS COST OF INSURANCE AND THE REDUCED DEPOSIT PLAN.Tthis was sent on 12/31/22.

  She booked this trip on 1/6/23. Included invoice contains all specifics of trip including ins. I am a travel agent, not an insurance agent. Clients need to read their documents.

  She mentions the different name of agencies. I work for an agency as an independant contractor, they are going through a rebranding. I have both names on my email signature.

  As far as not responding to her about cancelling, this is simply not true.

  I checked my phone logs and she did not call between 1/6-1/30 2023. In fact she emailed me at 9:15 pm on Friday 1/27 about cancelling. I returned the call on Monday, as I only work on weekends if neccesary. (usually to support clients that are in transit)

  As far as a refund, neither I nor the agency that I work for actually ever handle the funds. This is paid straight to the supplier. They are the ones to determine if it is refundable, and they said no. Even if this trip would have been paid in full, it would've still had cancellation fees. (shown in email provided).

  This client has repeatedly belittled and insulted me. I consider that defamation of character.