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:03/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 scheduled a trip through LATTER DAY TRAVEL FOR A (12 day) land/cruise package with departure date of 1 May 2023. The cost for the two of use was $9834.00. We paid a $500.00 deposit (17 Oct 2022) with the balance to be paid over a 3 month period. They withdrew two installments of $3144.33 one in Dec 2022, the other in Jan 2023 using the same credit card number I used to make the deposit, I don't recall giving them authorization the make the month auto payments, for a total of $6788.66. I received an email on 2/23/23 informing me of trip cancelation. Citing VacationBuilder has faced significant financial pressure due to inflation and related increased costs for travel services and lingering impacts of Covid related restrictions. In their emails they stated I would receive a refund within the next 30 days and would be processed by the same method I used to make payment. The 30-day time frame has come and gone with no refund. I have reached out several times via [email protected] since they are no longer communicating via phone. Their representative [email protected] has indicated I would receive a refund of $6,722.66, and that their financial department is working hard to send out refunds. Since that time, they have gone quiet, and it appears to me that they have no intention on refunding $6,77.66. Please help with resolving this issue. Thank you. The correct amount should be $6,788.66

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked a trip with Latter Day Travel in September 2019. The original trip was canceled because of covid and we were told that we would have a credit to travel soon. We booked a trip for May 2023, but on February 23, 2023 we were told it was canceled. They have abandoned their offices in South Jordan and provided a mailing address that doesn’t actually exist. They are no longer taking or returning calls and are only working through email. However, they never respond the one response I got was a pre generated email. They have over $7,000 of my hard earned money that I want back. We were told that we “might” be able to travel with them again and “if” they do they will let us know. This is a fraudulent business that is preying upon people of this area and religion. They have kept thousands of dollars from more than just me. Where did my money go, because it didn’t go towards a vacation that I booked? What they have done is criminal and the owners of this business should be put in jail.

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased this tour March 2022 and have been making $632 a month payments for a total of over 6,000 dollars. Over a month ago they cancelled the trip promising a refund in 30 days. we have tried numerous times to get a hold of them, with no response and of coarse no refund. they don't answer there phone but want you to email them. Still with no response. This is not the right way to treat anyone. We are asking for help in anyway. Thank you for checking into this matter.

• Initial Complaint

  Date:03/21/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Regarding #******** (****) Cruise packages were purchased in 2019. Cruise was canceled due to COVID.
  Refund has been requested throughout the years. Attached you will find my complaint against your company made to Dept of Justice. I have also attached two letters from your company regarding recent refunds made to our friends, the Clark's and Trujillo's. I am inquiring as to when I can expect my long awaited refund of $4,184.00? This matter has gone on way too long and must be resolved immediately. I have been instructed by the Dept of Justice to seek legal counsel. If I have to follow their advise, I will be seeking for damages that have been accrued along the years which will come to a number way more then what is due now! Please refund $4,184.00 to end this in a peaceful manner.

  Business Response

  Date: 03/22/2023

  Thank you for your message. I'm sorry for the difficult situation with your originally scheduled trip. Please email [email protected] with your message and specific situation.

  Customer Answer

  Date: 03/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have already tried reaching out to Wes C***, Joey from customer service and [email protected], NO RESPONSE!!
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 BOOKED A CRUISE THAT WAS CANCELLED DUE TO COVID. I WAS GIVEN THE RUN AROUND AS HOW TO GET THE DEPOST -- I WOULD HAVE TO CONTACT THE CRUISE LINE AND BACK FORTH AS HOW TO GET THE REFUND.
  THEY THEN ALLOWED CREDITS TO BE USED THROUGH 2023.
  I AM NOT ABLE TO TRAVEL DUE TO AN ACCIDENT AND LOSING A JOB.
  I EMAILED THEM AND THEY WOULD NOT REFUND DEPOSIT. THE REFUND WOULD BE A TREMENDOUS HELP, BUT NO COMPASSION.
  THEY HAVE TOTALLY CHANGED THEIR BUSINESS MODEL, YOU CANT TALK TO A PERSON, NOT OPTIONS TO CHOOSE FROM ANYMORE. THE VOICEMAIL INDICATES THEY ARE SO CARING AND WANT TO HELP. VERY DECEIVING.
  THEY HAVE CHANED THEIR NAME TO AVOID THE NEGATIVE BBB REPORTS.
  I'VE BEEN DECEIVED AND LIED TO AS SO MANY OTHERS AS WELL.
  VERY UNFORTUNATE THEY ARE GREEDY. CARMA

  Business Response

  Date: 03/22/2023

  Thank you for this message. I'm sorry your original trip was impacted by the Covid-19 pandemic. CruiseBuilder has been working for the last three years to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. Please email [email protected] to address your specific situation.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have no desire to contact them further.  Why do they not reach out to me?  Why it must be me.  It's the same old.  

  I have contacted them several times since 2020, but the same old. The most recent email to them was 3/16/23...Hello!I have a deposit with you for a cruise that was cancelled due to COVID. I will not be able to use my credit this year, as I was in an accident last year and had to change jobs, which I am making less than half of what I was perviously.  I am not able to meet the necessities that are required.My deposit would be greatly appreciated during this time of financial difficulties.Thank you,****** *******

  Their response....Hello ******, Unfortunately, We are unable to refund non-refundable credits due to Covid-19. Thank you,
  js****@vacationbuilder.com   
  CUSTOMER SUPPORT SPECIALIST
  ###-###-#### Ext. 0013
  **** * ***** * *** *******,
   South Jordan, UT 84009

  They have changed the way they do business:  !) You get an automated system that indicates someone will get back to you.  Not able to speak with a live person; 2) Their website currently says:  We are under maintenance. Please try again later; 3) You cannot pick and choose a trip from their website.  You have to talk to an individual who builds the trip for you. 4) They have changed business names after getting so many negative responses after COVID.

  They make it sound like they care so much about their potential customers through their automated answering system.  I have experienced quite the opposite.  Actions speak louder than words.

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

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Our March 2020 Cruise/tour was cancelled after it was Paid in Full ($14,588). On Sept 21, 2021 we were given the option to take "travel credits equal to the amount you paid for the Cruise Thru History....)" The credits will not expire for more than two years and can be used at anytime between now and Nov 30, 2023." When I called them to rebook I was directed to their parent company (VacationBuilder) who would not take any calls, only emails. Email response was that due to :inflationary market conditions, which are in addition to lingering impacts of CoVid, it is impossible for VacationBuilder to go forward with scheduling a cruise or tour".
  For additional information the cruise booking ref#********. Cruise ship Costa Luminosa. The cruise was cancelled less than 2 weeks before travel.

  Business Response

  Date: 03/22/2023

  Thank you for this message. I'm sorry that your original trip was impacted by the Covid-19 pandemic. CruiseBuilder has been working for the last three years to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. Please email [email protected] to share your situation.

  Customer Answer

  Date: 03/26/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have sent the same request to [email protected] altho I was directed by Cruise Builder customer service to contact their parent company VacationBuilder to handle our travel credit request.  We are not satisfied with no definitive answer to our request and are greatly concerned that the travel credits would be honored until Nov 30, 2023 which is approaching quickly.  
  
  
  
  Sincerely,
  
  ******* ****
  
  

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 booked a Rome trip just prior to Covid shut downs. We paid the trip in full . $6884. They canceled because of Covid and would not refund any money. We finally got to rebook in Dec for a May 2023 trip. In January they asked if I wanted to book the plane tickets and that it would be an additional 1800 a piece to do the price increase… so even though we had paid I’m full prior… I said I would check into booking my own flights. Then on 2/23/23 I got an email saying that due to financial difficulties because of Covid they’ve had to cancel our trip and that hopefully we’d have a chance later to use our credits. Since that time no one will answer my phone call or my emails regardless of what phone number I call from. it has been three years since we booked the original trip and I cannot get anybody to talk to me about a refund or even the option to use my credits for something else. I believe that they’re going to keep my $6800 and never talk to me again. How can we get some help?

  Business Response

  Date: 03/22/2023

  Thank you for this message. I'm sorry for the difficult situation since your original trip was impacted by the Covid-19 pandemic. CruiseBuilder has been working to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. Please email [email protected] to address your specific situation.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We have rescheduled the trip and when it get close to the trip dates they cancel the trip. See the copied email from them below.  I have called numerous times and emailed.  They will not answer the phone or email me back. 

  js****@vacationbuilder.com <[email protected]> Fri, Feb 24, 11:54?AM
  
  
  to me
  
  Hello *****,
  Thank you for your email. I'm very sorry for this difficult situation. In recent months, VacationBuilder has faced significant financial pressure due to inflation and related increased costs for travel services. These inflationary market conditions, which are in addition to lingering impacts of COVID-related restrictions, have made it impossible for VacationBuilder to go forward with your scheduled cruise or tour. Unfortunately given these circumstances, VacationBuilder has no choice but to cancel your trip.VacationBuilder continues to evaluate options if it could offer travel opportunities. If we are able to offer travel opportunities in the future, we will notify you of how you may be able to use your credits on any future travel packages.
  js****@vacationbuilder.com   
  CUSTOMER SUPPORT SPECIALIST
  ###-###-#### Ext. 0013
  **** * ******** **** *** ***
  South Jordan, UT 84009
  _____________________________
   
  
  
  
  Sincerely,
  
  ***** *******
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Nature of complaint: We booked a cruise in November 13, 2019. Due to COVID, the cruise was cancelled when the borders for traveling were shut down. We had been in constant contact with this company as COVID continued to keep the borders closed for international travel even with vaccination status. At this point it has been well over 3 years that this company has held our money. There was no option in rebooking and we had requested our money back. We paid $6,835.00 for the total of this trip for myself, my wife and my disabled son. Going forward we wish to receive a complete refund as this company we feel has stolen our money during COVID a global shutdown. They did say after the borders would reopen we would get a call to rebook. Once we called the company back after waiting for 2 years, there still were strict restrictions, so we asked for our refund. We did try to call the cruise line that this company booked our trip with which was Costa cruise line and they stated they never received payment for us for the trip cruise builder booked us for. We are confused what they have done with our money and no longer want to go back and forth. Our agent who booked us Ethan E**** no longer works there and we have had no answers going forward. I attached some information of our trip that was booked and the amount we paid, as well as an email that I sent to their support email about our trip and COVID shutting Italy and Europe down for travel. Other conversations were back and forth over the phone.

  Business Response

  Date: 03/22/2023

  Thank you for this message. I'm sorry for the difficult situation since your original trip was impacted by the Covid-19 pandemic. CruiseBuilder has been working for the last three years to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. In many cases it has been difficult to recoup the complete value. Your message has been shared with CruiseBuilder. Please email [email protected] for more information. 

  Customer Answer

  Date: 03/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have tried contacting support from this company prior to coming to the BBB. We have waited for some sort of resolution for 3 years with thousands of dollars being withheld from this company. We want our money returned and do no wish to continue with this company. 
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:03/07/2023

  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.

  Back in July 2019 I and my husband paid ********* for a two week trip with Cruise Builder. This was hosted by *******************. As we approached our cruise date March 2020 the Corona Virus happened and our cruise was cancelled. They offered us a second trip and that did not happen at all. It took two years to get our trip rescheduled. I thought third times a charm but they just weeks ago cancelled my third trip. I have called and e-mail them. Many times and they tell me they are still evaluating my trip to someday take. Meanwhile they went and booked themselves on their own nice two week trip while they went and cancelled mine. If they had kept my trip and I was still going in June ************************************************************************ I would not be ready to *** them. You cant call them and Im barely getting e-mail responses. If I cant have my trip I want my money back. Im done not getting my trip I paid for.

  Business Response

  Date: 03/09/2023

  Thank you for your message. I'm sorry your original trip was interrupted by the pandemic. This is a challenging and difficult situation for customers and all involved. If you have not already done so, please email ********************************** so your situation can be addressed.

• Initial Complaint

  Date:03/07/2023

  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 have tried to get in touch with Cruise Builders by phone and by email There has been no response. I am trying to book the replacement for the **************************. Their website Mycomesailaway.com has been down for maitenance for weeks. ******************************* and I, ************************* have paid in full in advance the amount of $14,000 and was told we cou ld not get a refund so we settled for a credit. Which we can't book as there is no communication.

  Business Response

  Date: 03/09/2023

  Thank you for your message. I'm sorry your original trip was interrupted by the pandemic. This is a challenging and difficult situation for customers and all involved. If you have not already done so, please email ********************************** so your situation can be addressed.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19553079
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have not received a response from Cruise Builder.  I did email them using email address given in this complaint.  No answer.  What Is my next step

  Business Response

  Date: 03/17/2023

  Thank you for your message. It has been shared with CruiseBuilder.