Complaints

This profile includes complaints for Lifeway Christian Resources's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lifeway Christian Resources

  200 Powell Pl Ste 100 Brentwood, TN 37027-7707

  
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  Lifeway Christian Resources

  9310 N Division St Spokane, WA 99218-1227

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  Lifeway Christian Resources

  8025 Giacosa Pl Memphis, TN 38133-5309

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:02/05/2025

  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.

  I am requesting assistance from the BBB in resolving a dispute with Lifeway Christian Resources concerning a cruise cancellation. I booked the Mediterranean Cruise with **** ********* 2024 on August 8, 2024, through a phone call with a Lifeway representative named ****** ******. Crucially, Lifeway failed to provide me with the full terms and conditions, including the cancellation policy, before I made the booking, in additional this information is also not readily found on their website as well, only this page is available: ***************************************************************************************************. I requested cancellation on August 12th via email. I was eventually provided (at my request) a cancellation policy overview on August 16th by **** ****** from Lifeway. I received the full cancellation policy as a PDF document from Ms. ****** on August 19th. Despite my repeated attempts to resolve this with Lifeway, they only offered a 25% refund which I accepted in good faith. I attempted to recover additional funds from a travel insurance company but my claim was denied due to policy timing. After requesting clarification regarding their lack of providing terms and conditions and a higher refund Ms. ****** stated they "will not be commenting further." I believe I am entitled to a more substantial refund due to the lack of transparency regarding the cancellation policy at the time of booking. I am seeking at least 75% of the $4,435.00 cruise cost.

  

  Business Response

  Date: 02/13/2025

  Please see attached response to complaint.

  Thanks,

  **** *******

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22903873
  
  I am rejecting this response because: I am seeking clarification from Lifeway Christian Resources on where the Lifeway policy 'states no refunds will be given within 30 days of the cruise embarkment.' This information was not provided to me upon booking or available on site. As included in my emails and in the BBB response I requested information regarding refund dates and where the terms and conditions were listed. This was not clarified by the Lifeway team. So as a consumer my stance is that I should have access to review policy information and terms and conditions prior to booking, which is why I am seeking higher refund. If this information was available to me prior to my booking and I was not aware please let me know.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/07/2025

  Response attached.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22903873
  
  I am rejecting this response:

  Thank you for reviewing my complaint against Lifeway Christian Resources.  I am writing in response to Lifeway's statement regarding my case.
  
  I am disappointed that Lifeway has failed to address the core issue of my complaint: the lack of provided terms and conditions, including the cancellation policy, prior to my booking the cruise. Lifeway states that they have "done all they can," but they have not acknowledged or taken responsibility for this critical oversight.
  
  Their statement that "we do not believe that she deserves an additional refund" completely disregards the fact that I was not given the opportunity to review the cancellation policy before making my booking.  This lack of transparency directly impacted my ability to make an informed decision, even though the booking was done over the phone this should have been provided or available on their website.
  
  As a consumer, I have the right to access and understand the terms and conditions of any purchase before I commit to it. I stand by my request for a refund of at least 75% of the total cruise cost ($4,435.00). I believe this is a fair resolution considering the circumstances.
  
  I urge the Better Business Bureau to consider Lifeway's dismissive response and their unwillingness to acknowledge their failure to provide essential information to their customers.  I hope that the ******************** can assist me in obtaining a fair resolution to this matter.
  
  Thank you for your time and consideration.

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

  

  Business Response

  Date: 03/13/2025

  Please see attached response.

  Thanks,

  **** *******

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22903873
  
  I am rejecting this response because: this is a false statement.

  As mentioned in my initial complaint and in email communication documentation, I purchased the cruise over the phone on August 8th 2024, I was NOT provided the terms and conditions or full cancellation policy prior to making my booking nor in the process of making my booking. The cancellation fee schedule was provided to me by Ms. **** ****** on August 16th 2024 - 9 days after my booking. The terms and conditions PDF document was provided to me on August 19th, 2024 - 12 days after my booking. See screenshots resurfaced here. The only information that was available for my review prior to making my booking was within the *** section of the Lifeway site for the cruise: ***************************************************************************************************. Under ************************ 'What is the refund policy?' - it mentions 'The full cancellation fee schedule can be found in our terms and conditions.' however there is no hyperlink or section of this page that lists the full cancellation fee schedule and terms and conditions for a consumer to review and agree to. Please see screenshots from the site. To state that I had 'full rights to access and understand the terms and conditions prior to purchase' and that 'Lifeway transparently made its policy available on its website' is not true. Based on the information available on the site, as well as when I was provided this information by Ms. **** ******. I asked several times where the T&Cs and Full Cancellation policy can be found on the website for my review, and clarification on why I was not provided this information prior to my booking to ensure I had a full understanding of the policies was not shared by Ms. ****** or the Lifeway team. Full documentation of my communications and statements is available in this complaint that supports my statement. I am still requesting from Lifeway that I receive at least a 75% refund of the cost of the cruise due to their negligence in providing crucial information that impacted my ability to make an informed decision. I sincerely hope we can come to an agreement and fair resolution.
  
  Best Regards,
  **** *******

  Customer Answer

  Date: 03/25/2025

  Hi *******,

  While I am disappointed that we did not come to an agreement regarding my issue with Lifeway Christian Resources I appreciate your assistance in this matter.

  I noticed in the response from 3/25/25, it says: 

  "Please see attached response.
  Thanks,
  **** *******"

  Did **** ******* send another response to my message from 3/14/25? I didn't see it included in the attachments.

   

  

  Business Response

  Date: 04/21/2025

  Lifeway Christian Resources sent three responses to this complaint (2/13/25, 3/7/25, and 3/13/25). But when I look at the page that is seen by the public and click on this complaint, only the complaints made by **** ******* show up. Lifeway's responses are not visible and we would like for them to be seen by the public. Please correct this problem on your website so that Lifeway responses show up. There is a box that shows there was a Business Response but the response cannot be seen.

  Thanks, **** *******

  

  Business Response

  Date: 04/22/2025

  Please include the following response to this complaint to be published on the BBB website:

  **** ******* was made aware of the availability of terms on our site, which disputes her claim that our refund policy was not provided to her upon booking. 
  In her response, **** states the core of her complaint: the lack of provided terms and conditions, including the cancellation policy, prior to booking the cruise. ****** access to the booking information came from Lifeway's website which also states under its cruise FAQs that refunds vary depending upon the date of purchase, further directing one to read the full terms and conditions.
  **** was also provided information for the cruise terms and conditions through an email she received, where she again had the ability to review the cancellation policy. Despite the booking being done over the phone, Lifeway transparently made its policy available on its website. **** had full rights to access and understand the terms and conditions prior to purchase.
  Just as policy timing affected ****** insurance claim, timing also affects ****** request for full refund despite the fact that she purchased the cruise in full on August 8th - a full two weeks after the stated July 25th deadline to receive a 25% refund, and only two weeks prior to the start of the cruise. As is standard policy for events such as cruises, the closer one approaches to the sailing date, the greater the penalty for cancellation. Nonetheless, Lifeway made an exemption to its refund policy for **** and granted a 25% refund, despite her booking occurring after such posted deadlines.
  Lifeway provided **** a refund beyond what its policy states she is entitled to and will not issue an additional refund.