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Business Profile

Cruises

CruiseBuilder

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 123 total complaints in the last 3 years.
  • 0 complaints 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 status

Complaint type

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    VacationBuilder (aka CruiseBuilder) has gone out of business, and has not repaid the $6,790 that my wife and I gave them for a Mediterranean cruise, even though they had promised to do so. Here is a summary of the problem. I could give you a more detailed description, if you like.

    My wife and I paid them in January 2020 for a cruise that was cancelled because of the Covid-19 outbreak. Instead of refunding our money, they told us that they would hold it as “credit" for any future cruise taken before 1 November 2021. Later, they told us that the deadline for the credits had been extended to the end of 2023. In January 2023 I called the company’s customer support to discuss which cruises would work with my credits. The customer support person told me that she would call me back with that information. When I had heard nothing from her for a month, I sent her an email, and got the following reply:
    "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 tour. In accordance with the terms and conditions you entered into, you will receive a refund within the next 30 days. This will be processed by the same method you made your payment.
    We are very sorry that these conditions have forced us to cancel your trip and apologize for any inconvenience this may cause. If you have any questions, please email [email protected]. Sincerely, VacationBuilder."

    The promised refund has never come, and they have broken off all communication.

  • Initial Complaint

    Date:07/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    From June 2022 through January 2023 paid Vacation Builder $4,964.00 for a 13 Night Cruise/Tour - 3 Temple London, Paris, and Rome Temple Experience for August 28-September 10, 2023. Currently the company that has also gone by the name Latter Day Travel and Vacation Builder has not returned any phone calls or emails. The phone number ###-###-#### is not being used.

  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 paid for a cruise in 2020. It was canceled. They issued me a credit, which I have tried numerous times to use. The company says it is closed

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My sister and I purchased trips from them and then she was diagnosed with cancer and because of COVID-19 they gave us until September 2023 to use the trip. I have called the company several times and left messages and also sent in a form from the website (now VacationBuilders) to contact me and NEVER have I been contacted. We also purchase insurance and they just refer me to the CruiseBuilders. My sister has since passed away.
    ****** **************

  • Initial Complaint

    Date:06/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 JUNE 2019, I PURCHASED A TICKET FOR THE "CRUISE THROUGH HISTORY TOUR WITH GLENN B***" FROM A COMPANY CALLING ITSELF "CRUISE BUILDER"/"VACATION BUILDER." I HAVE RECENTLY FOUND OUT THAT THIS COMPANY GOES BY SEVERAL OTHER NAMES AS WELL: Project Neptune, LLC d.b.a. Cruisebuilder, Vacationbuilder, Jungle Reef, Latter Day Travel, and Glenn Beck. THIS 2-WEEK TOUR WAS ORIGINALLY SCHEDULED TO TAKE PLACE IN MAY 2020, AND THE $5,000.00 PRICE THAT I PAID INCLUDED ROUNDTRIP AIRFARE TO ITALY & BACK TO NEW JERSEY, A ROOM ON BOARD A COSTA CRUISES CRUISE SHIP (MAKING STOPS IN ITALY, GREECE, ISRAEL & CROATIA), HOTEL STAY IN ITALY, TOURS OF JERUSALEM, SPECIAL EVENTS, AND SPECIAL PRESENTATIONS TO BE MADE BY SEVERAL NOTABLE SPEAKERS. I PAID FOR THIS TOUR 100% UP FRONT. I PAID $5,000.00 USD. WHEN COVID-19 HIT, THE TOUR WAS POSTPONED. IT WAS RESCHEDULED AT ONE POINT, BUT THEN IT WAS POSTPONED AGAIN. THIS TIME, I WAS GIVEN A CHOICE TO RECEIVE A 19% REFUND FROM CRUISE BUILDER/VACATION BUILDER, OR CHOOSE A FUTURE TRAVEL CREDIT (TO BE USED BEFORE NOVEMBER 2023). I CHOSE THE FUTURE TRAVEL CREDIT. I CALLED THIS COMPANY & EMAILED THIS COMPANY SEVERAL TIMES BETWEEN 2019 AND 2022, AND THEY REASSURED ME EACH TIME THAT I HAD A TRAVEL CREDIT. I HAVE SEVERAL EMAILS FROM THIS COMPANY, CONFIRMING THAT I HAVE A TRAVEL CREDIT FOR THE FULL $5,000.00 THAT I PAID THEM. THIS MONTH, JUNE 2023, WHEN I WENT ONTO THEIR WEBSITE, I FOUND NO CURRENT TRAVEL OPTIONS. I CALLED THEIR OFFICE SEVERAL TIMES, BUT THERE WAS NO ANSWER. I ALSO EMAILED THIS COMPANY REGARDING MY TRAVEL CREDIT, BUT I HAVE RECEIVED NO REPLY FROM THIS COMPANY. PLEASE HELP ME HOLD THIS COMPANY, AND ITS OFFICERS AND PRINCIPALS, ACCOUNTABLE. IF YOU HAVE KNOWLEDGE OF ANY LAWSUITS AGAINST THIS COMPANY, COULD YOU PLEASE FORWARD ME THE PALINTIFF’S ATTORNEY’S INFORMATION, SO THAT I CAN JOIN THE SUIT? THANK YOU FOR YOUR ASSISTANCE. I ALSO BELEIVE THAT GLENN B*** HAS RESPONSIBILITY IN THIS, AS HE SOLD THIS CRUISE TO ME THROUGH CONSTANT ADVERTISEMENTS.

  • Initial Complaint

    Date:06/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date of first vacation made on 01,22,2020 .the other two were made thru March of 2023 all of them cancelled. they offer no refund the money paid them is not refundable $3940.00 . they said I have a credit with them that has to used by the end of the year 2023 and has to on avacation booked and taken by then. they offer no other cruises or vacations, have taken down the web site and now the telphone number. This company has a endless list I see with tthe BBB. Any help or assistance with this would be appreciated I have filed a complaint with Attorney General Office NYS file No. ************/Subjet: Cruise Builder.Com. They can't get in touch with them and they don't respond. Thank You

  • Initial Complaint

    Date:06/15/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 cruise was postponed due to Covid 19. We tried rescheduling the cruise. It never came about. I was told I had credit and could book a cruise through 2024. I cannot get a hold of them now. I have paid $10,000 + to them. I would just like to go on a cruise that I should have a credit for. No good phone number and emails are returned undeliverable.

  • Initial Complaint

    Date:06/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased trip through Vacation Builders/ LDS Travel/ Cruisebuilder and receiv on July 2022. Made the original payment of $500 and then made 3 additional payments of $764.60 and 1 payment of $718.02 for a total of $3511.82. Thankfully we did not pay the full amount for the trip before we noticed problems. We reached out to Vacation Builders/ LDS Travel/ Cruisebuilder and received a vague email about the trip being canceled and that we would receive a refund in the next 30 days. It seems that they have the scam all set up and continue to take peoples money. The only suggestion I can make is research a travel company before you book anything or go with a well known travel agency.

  • Initial Complaint

    Date:06/14/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 writing to complain about a Utah based company called Cruise Builder. They have several other names. We paid for a cruise to Italy shortly before Covid. Everything shut down and we had to delay the trip. Cruise Builder informed us we had vouchers that could be used for any future trip of the same value through 2023. To cut to the chase…despite emails and phone calls and tremendous effort to contact them they have literally disappeared with our money. I am aware there are hundreds of other complaints against them. They are unavailable for emails or phone calls and have closed any known physical address. Cruise builder aka vacation builder is a fraudulent and dishonest business. I have no idea who the owners are or were but they are cowards who have not showed the decency to make any effort to pay their debts or resolve this situation. They have taken more than $10,000 from me and my brother and our wives. I will be taking steps to inform the authorities in the state of Utah and would like to be a part of any class action law suit or legal action against this fraudulent business.

  • Initial Complaint

    Date:06/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    - On March 31, 2022 a reservation was made for a cruise tour with Latter Day Travel / Vacation Builder.
    - The travel dates were set for November 30 - December 14, 2022. Payment was made using my Visa card as follows: $500.00 deposit on March 31, 2022 and balance due of $9,602.00 on May 14, 2022. This was a total of $10,102.00 (documentation will be provided upon request).
    -On September 1, 2022 I received an email requiring me to reschedule the cruise tour because Latter Day Travel/ Cruise Builder communicated that they could not provide the quality experience that was promised on the original cruise dates/contract (documentation will be provided upon request).
    -A new cruise tour was scheduled by Latter Day Travel/ Cruise Builder for March 30 to April 13, 2023 (documentation will be provided upon request).
    -On February 23, 2023 I received an email from Latter Day Travel/Cruise Builder canceling the cruise tour and promising a full refund within 30 days (documentation will be provided upon request). After the 30 day promised refund was not received, I sent several emails (documentation will be provided upon request). I also placed several phone calls and left multiple voice mails. However, Latter Day Travel/Cruise Builder never returned voicemails, nor did they return emails after promising the full refund on February 23, 2023. February 23, 2023 was the last communication I received from Latter Day Travel/ Cruise Builder.
    -I have never received the promised service nor a refund. I have made many attempts in writing and by phone to resolve this issue with Latter Day Travel / Vacation Builder with no response. In other words, I paid them $10,102.00 and never received the promised services nor a refund.

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