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:04/23/2023

  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.

  A Cruise for two (Greek Isles Cruise) was booked November 1, 2022 through Vacation Builder /Latter Day Travel
  Made a deposit of $500.00 on October 14, 2022
  Made three additional payments Nov 1, 2022, December 15, 2022, Jan 16, 2023 of 1309.95 each.
  Received email Feb 23, 2023, stating the cruise was canceled and that I would receive full refund within 30 days.
  I Received one email back a few days later (by a Rand Madsen) answering my question regarding the verification of this email. Stating I would receive a full refund. (see document).
  Tried contacting them multiple times by email and by phone leaving messages with no further response.
  Contacted my bank institution to ensure no further transactions would occur and filed a dispute with them as recommended by my institution. (America First Credit Union)
  Hoping I still will get a refund.

• Initial Complaint

  Date:04/23/2023

  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.

  Around the 03/09/2019 we booked Smeralda 7 Night Cruise with CruiseBuilder which was scheduled for 03/31/20 - 04/10/20. Due to the Pandemic it was put on hold.
  
  From around the end of 03/30/2019 - until recently we have been told we had a credit that could be used with the Cruiseline which is Costa. Over the past year and a half we have called several times and have sent emails (some attached) with no response or with no answers to our questions. Recently we received an email stating that due to inflation and increased costs CruiseBuild/VactionBuilder couldn't offer travel opportunities and would notify us in the future how we could use our credits.
  
  The amount we have paid is $5,784.00 for the Cruise. We also purchased travel insurance that they requested a voucher from the company when it went on hold which do know about. I am still trying to find the cost of the insurance.
  
  I read an article showing where this has happened to several people and ***** ***** from BBB of Utah indicated you should contact the BBB if you were impacted.
  
  I have attached emails, Reservation& proof of payment and more detailed list of events. I would appreciate any help I can get in getting my money refunded.
  
  Thank you in advance for your help.
  *** *****
   

• Initial Complaint

  Date:04/23/2023

  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 paid $4542.68 to cruise builder which was partial payment for a cruise tour for 2. I received an email saying the trip had been cancelled and I would receive a refund within 30 days it's been over 60 days and I've received nothing. I'm unable to get in touch with them.

• Initial Complaint

  Date:04/23/2023

  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.

  Booked a cruise which was postponed by COVID and was issued "credit" and told I could book a cruise in the future. I booked another cruise for May of this year. This cruise has also been cancelled. Company will not respond to ANY inquires and will not issue a refund.

• Initial Complaint

  Date:04/23/2023

  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 booked the 3 Temples Tour through Latter Day Travel mid November, 2022. I paid for the trip in full - nearly $5,000. On February 23, I received an email telling me that due to financial difficulties, they were forced to cancel my trip. I was told I would receive a refund within 30 days. After 30 days, I started emailing - 3 times with no response. I called the number on their website and received a recorded message telling me I would have to send an email as their call volume was too high to accept messages and calls. I emailed a fourth time telling them that I would give them until COB on Friday or I would reach out to my friend, **** ********. I texted **** and found out that he had received multiple complaints from others just like me and that he was doing a story to air the following day -- I couldn't believe it. I reached out to my credit card company and they have credited my card. If I can get a refund from Latter Day Travel, they will be able to rescind the credit - but I do not believe that will happen. Thank goodness I decided to use a Hawaiian Airlines card to get the points - and then paid it off. My original plan was to use my debit card. I am disgusted that companies think they can do this to people and keep on doing it! Their website is up and running and they are still selling tours! This has just become part of their business model and they need to be stopped!

• Initial Complaint

  Date:04/22/2023

  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.

  In October 2022 we made an agreement for a trip to Israel and Rome through latter-day travel. We give a $500 deposit in October and $644 a month toward the cost of the travel. On the 23rd of February we received an email stating that they could no longer supply the promised travel due to economic problems they were experiencing. They indicated that we would have a full refund that would be paid put back on our credit card within 30 days. in an effort to call them they had a message that refer us to an email address. we have received no information from. We have sent several emails and we did receive an email back in late March or 1 April reassuring us that Our money would be refunded. since then we have had no news. We do continue to send emails with no response. Currently, the outstanding balance owed to us is $3076.

• Initial Complaint

  Date:04/22/2023

  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 purchases a tour to Israel, Egypt, and Turkey through VacationBuilder and paid them $8,816 in a series of payments on 3/15, 4/15, 5/15, 6/15, 7/15, 8/15 and 11/01 in 2022.
  
  The vacation was to begin April 1, 2023 but we received a notice from them on Feb. 23, 2023 that they were canceling the tour and will refund the money within 30 days. After that time elapsed, I emailed them on March 24, 2023 to check on the status. They said they are "working very hard to get everyone's refunds in a timely manner." After that, they have become unresponsive and we have not received the funds.
  
  Reservation Number: ******* 
  Vendor Booking Number: ******* 

• Initial Complaint

  Date:04/22/2023

  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.

  In September of 2019 my husband and I booked the Glenn Beck Mediterranean Cruise with Cruisebuilders. We paid the full balance of $13,188. We were set to depart on March 24, 2020, and received our boarding passes for the ship. Due to the COVID-19 pandemic our cruise was cancelled/postponed. We had purchased the travel insurance and tried to file a claim with them but were told we had no policy. After many phone calls to Cruisebuilders, our cruise aboard a Costa ship was rescheduled for October 2021. We never received any passes for this and then it was cancelled. We went down to Cruisebuilders offices on August 16, 2022 and snuck in and talked our way into meeting with Joey G******. He told us to look for other cruises and that a refund was out of the question. We finally found another cruise through Latter Day Travel who they claimed to be an affiliate of theirs. We were told we would have to book our credits by Nov 2022. We were told our credits transferred over. We settled on a cruise that was similar through Latter Day Travel to leave in Nov 3 2023. We signed a new contract with Vacationbuilders. Then we received an email on Mar 20, 2023 that was a form letter about all trips being cancelled due to inflation. "We sincerely hope to find a way that you can use your travel credits..." HOW??? They do not answer the phone, their email, there is no physical location. I want my money back! I would like to know if there is any group action being taken against this company. What they have done is criminal. Also, do I have credit with United Airlines? My tickets were purchased. Was that refunded to Cruisebuilders? Was the money to Costa Cruises refunded to Cruisebuilders?

• Initial Complaint

  Date:04/21/2023

  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.

  Latter Day Travel aka Vacation Builder aka Cruise Builder cancelled our trip on February 23, 2023 by email. In the email they promised to refund the cost of the trip within 30 days. The 30 days has passed and no refund has been received. I have emailed and called and receive no response. There are many others who have received the same notice and experienced the same treatment. I have filed a claim against my travel insurance company AIG which was denied. I continue to fight with the insurance company. I have received a temporary credit on my credit card which may pay most of the amount lost but also may be taken back.

• Initial Complaint

  Date:04/21/2023

  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.

  To Whom It May Concern:
  
  After attempting to resolve this dispute prior to filing a dispute with CruiseBuilders and then having that request denied for a refund $12,897.00 for goods and services they failed to provide in our agreement we herby request that you investigate our claims.
  
  On June 12, 2019 my wife *** and I entered into an agreement to purchase a cruise vacation through CruiseBuilders and paid $19, 988.00 in full for the cruise.
  
  On September 21, 2021 at 6:46:21 PM EDT we were notified by CruiseBuilders that our vacation/cruise was “impossible to move forward” and “cannot go forward with your planned trip.”
  
  Our Contract Terms & Conditions agreement with CruiseBuilders states specifically under item 19 “CruiseBuilder reserves the right to cancel or reschedule any vacation departure for any reason. If a vacation is canceled prior to departure, CruiseBuilder’s only responsibility will be to refund the amount received for the reservation.”
  
  We then filed a complaint with the Division of Consumer Protection of the Department of Commerce of the State of Utah. The Department spent almost 8 months investigating this situation and finally came to an agreement with CruiseBuilders to offer credits in full for our $19,988.00 cruise. CruiseBuilders then tried to force us to sigh a no right to complain clause in order to receive travel credits. When we disputed this the no right to complain clause that did not appear in any agreement with the Department of Commerce of the State of Utah CruiseBuilders stopped communicating to us in the fall of 2023 not allowing us even the option of signing their agreement. Since that point in time we have not heard from CruiseBuilders at all.
  
  We herby request that the total amount we were required to pay per the Contract Terms & Conditions in the disputed amount of $19,988.00 be refunded immediately.