Complaints

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

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• 

  WorldStrides

  218 W Water St # 400 Charlottesville, VA 22902-5062

  
• 

  WorldStrides

  3060 Washington Road, Suite 240 Glenwood Office Park Glenwood, MD 21738

• 

  WorldStrides Heritage Performance Programs

  PO Box 571187 Salt Lake City, UT 84157-1187

• 

  Explorica, Inc.

  101 Federal Street, Suite 900 Boston, MA 02111

• 

  WorldStrides Heritage Performance Programs

  2650 S Decker Lake Blvd Ste 200 Salt Lake City, UT 84119-2088

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:01/26/2024

  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 seeking a refund of $8584 dollars which includes the $124 fundraised money. I purchased three trips on Sept 7th, 2023 for ***** ****** and *******************************. I canceled the package on Jan 9th, ****. The trip was scheduled for March ****, so I canceled well over a year before the trip.I purchased "cancel for any reason" insurance for all 3 trips.When I called to cancel on Jan 9th, I went through all the questions with the rep. *** of the questions was "what is the reason for cancelation" and I said "could not get those days off with our work." At which point, ******* said, "ok, personal reasons." From here, I was told to contact the insurance company despite knowing that they would reject the claim request for a refund since it was not one of the reasons for their refund. But I followed process, reached out to Tripmate to request the refund. They rejected me on Jan 21st. I called Explorica immediately on Jan 22nd first thing in the morning to mention the rejection. ******* told me it could "take a week." I said, ******* I talked to on Jan 9th told me to inform that I had the rejection letter so they could "speed up the process" for refund. So, ******* said he saw all my information and would inform the correct dept.I contacted Exporica on 1/24 and they acted like they never received the rejection letter. They asked me to email it in. When I did, received a reply advising it could take another 30 days before my refund is processed. I asked why and they couldn't answer resulting in a generic response.Overall, I don't understand why the charge cannot be reversed by to my credit card. This whole process doesn't make sense considering nothing was booked yet. I need my refund processed asap.

  Business Response

  Date: 01/29/2024

  Thank you for sharing your concerns and feedback. We appreciate your input as it helps us understand your perspective.
  Our records indicate that you requested the cancellation of your account on 01/09/24. As per our standard process, refunds are processed within 4 weeks from the date of cancellation, this information was share to you at the moment you placed your cancelation request. We are currently in the third week from the date we received your request, and we are working for your refund to be processed shortly.
  We regret any confusion that *** have arisen regarding the refund process for the Cancel for Any reason benefit in the event of a denied claim by the insurance underwriter. Upon receipt of your letter, we receive a report from the insurance company containing information on the declined claims. After this The **** benefit is added to your account and the refund will be issued in the form of a check within approximately 30 days from this last step. We appreciate you bringing this matter to our attention and would like to assure you that we are currently following up with the corresponding departments to ensure that your refunds are processed this week. We will keep you updated as soon as we receive confirmation of the completion date.
  Once again, we hope that you will accept our most sincere apologies, we are grateful that you have chosen Explorica and we hope to have the opportunity to serve you in the future.

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Im still confused on the response. It says 4 weeks but then 30 days after the last step. That makes two months. 
  

  What doesnt make sense is why it takes so long. If insurance rejected it, cut my check today. Youre holding my money hostage for no reason. 
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Business Response

  Date: 01/31/2024

  Thank you so much for reaching out to us and sharing your experience and questions. We want you to know that we value your feedback and take your concerns very seriously. 
  The information provided refers to 2 different type of refunds:
  The first refund we refer to is the refund due by Explorica resulting from the cancelation of your accounts according to the Standard Cancelation Policy. Which are the higher amounts. They are processed within 4 weeks from the date we receive the cancelation request.
  The second refund we refer to is the result of your filed claim with ********* as part of your Cancel For Any Reason benefit. This are processed approximately 30 days from the date you receive your denial letter from *********.
  As confirmed previously, both of those refunds have been expedited as per your request and they will be sent to you by the end of this week in the form of a check.
  Once again, thank you for choosing Explorica we appreciate and value your business and we hope to have the opportunity to serve you in the future.

  Customer Answer

  Date: 01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

  I will await for my check as promised.

  
  Regards,
  
  ***********************
  
  
  

  
  

  Customer Answer

  Date: 02/05/2024

  The company never sent my check nor have they communicated if it was shipped. I feel like I was told this so Id have to close my complaint.

  Business Response

  Date: 02/07/2024

  Thank you for reaching out to us and sharing your experience. Your feedback is highly valued,and we assure you that we are taking your concerns seriously.

  Upon receiving your call this morning, we reviewed the status of your checks with our ******************* they confirmed that your checks were made out last week as you can see on your Explorica accounts. Unfortunately, they were not mailed. For that we deeply apologize, however, we want to confirmed that they were mailed this morning through ************ We will contact you shortly to deliver your tracking numbers.
  
  Once again, we apologize for any inconveniences caused and hope to have the opportunity to serve you in the future.

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 called on 12/8/23 to cancel my daughters trip due to financial difficulties as my husbands job was terminated when the company filed for bankruptcy. The customer representative said they would refund my trip money when I cancelled it with them. They then sent me an email confirming the refund of $340.40. When I called to check the status of my refund on 1/16/24 they stated I would be getting no refund due to the $99 deposit being non refundable and that the $280 fee to return the trip money has to be paid even if I had only made one payment. I asked to speak to a supervisor and one called me back within the hour but stated that there would be no refund. They said the previous customer service representative was incorrect with the refund accounting and that I would not be getting a refund at all. I stated that nowhere on the website I signed up on did it say the deposit was non refundable. Representative said it did state that and was indifferent when I said I had proof it did not. They did not honor the email or the phone call where they stated there would be a refund. Terrible customer service. Nobody seemed to care and were very indifferent and rude about the situation. I asked if they could take the fees out if the $400 financial aid they had awarded us toward the trip and they said no.

  Business Response

  Date: 01/19/2024

  We apologize for the financial challenges you are facing. Upon reviewing your account, our records indicate that you registered your daughter online. During the registration process, we ensure that parents are aware of the applicable cancellation policies. Therefore, when adding the Full Refund Program to your account, details regarding retentions upon cancellation are displayed,including non-refundable fees such as the deposit. Two steps later in the registration process, just before entering payment information, the same policy is displayed. It states that if the account is canceled, the *** cost will be retained.
  We apologize for any confusion caused by the refund amount we initially provided. Upon further review, it appears that the amount you paid, $364.40, did not cover both the $285.00 refund and the $99.00 non-refundable deposit. We hope this clarification helps. Please note that the financial assistance of $400 provided to you cannot be redeemed for cash. It was applied toward the amount you owed on your account. Kindly be informed that this assistance cannot be exchanged for cash under any circumstances, as stated in our Financial Assistance Application.
  We apologize for any inconvenience caused by your daughter's inability to attend the trip and understand that canceling was not an ideal situation. However, as per our policy, canceling one or more days before the departure date entitles you to a retention of the cost of the Full Refund Program and the deposit. As a token of appreciation, we would like to offer you a $100.00 voucher for future travel.
  Once again, thank you for choosing WorldStrides. We value your business and are confident that we can continue to provide you with exceptional service in the future.

  Customer Answer

  Date: 01/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer Answer

  Date: 01/22/2024

  Hello,
  I was not able to reply to the WorldStrides message except to click decline due to a website glitch with my cellphone browser.
  
  I would like to please reply to WorldStrides that I am not asking for any of the $400 financial assistance that was awarded to my ************ to be given to me in cash. I am requesting that they apply this $400 towards my trip fees that were owed to my account as they stated in their response. If the $400 is applied to the $99 deposit and the $285 insurance fee then there would be no reason to not refund the $340.40 I had paid via my debit card towards the trip. Then the email WorldStrides had originally sent that stated I would be receiving a refund of $340.40 would be accurate. I ask that they honor the original email they sent that stated I would be receiving a refund. Thank you for your understanding and help.
  

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

  Business Response

  Date: 01/25/2024

  Thank you for sharing your concerns,thoughts, and feedback. Your input is greatly appreciated as it helps us understand your perspective and improve our services. We are confident that by working together, we can find a solution that meets everyone's needs.
  We appreciate your concerns regarding the use of the Financial Assistance provided to your account for your child's travel. Thank you for your understanding. However, as per our terms and conditions, which were agreed upon by you, the assistance can only be utilized for an active traveler's account. Regrettably, this is no longer applicable to your current situation.
  We acknowledged our error on the refund amount quoted and that is the reason why we emailed you later confirming that your account was not eligible for a refund.  You paid a total of $364.40, which includes the $285.00 cost of the Full Refund Program and the $99.00 deposit, both non-refundable amounts. Although your account was not eligible for a full refund, we would like to offer you a $99.00 refund as a token of appreciation and to resolve your inquiry. We apologize for our mistake regarding the refund amount and for any inconvenience this may have caused. We appreciate your patience and understanding.
  Thank you again for choosing WorldStrides. We value your business and are confident that we can continue to provide you with exceptional service in the future.

  Customer Answer

  Date: 01/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I accept the refund amount of $99.00. Please send this money to me by using the card on file. If a paper check is sent I will expect it to arrive within the next 2 weeks. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:01/11/2024

  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.

  On 7/3, I enrolled my daughter for an Explorica travel tour to ****** from 4/4/24-4/12/24. We have paid a total of $2734.00.7/3/23 - $266 8/5/23 - $615 9/5/23 - $615 10/5/23 - $619 11/5/23 - $619 I purchased the Travel Protection Plus plan, that includes a "cancel for any reason" clause that entitles me to a refund of $1919, 75% of the cancellation fee of $599 (which is $449.25) after initial claim is denied.EXPLORICAS TRAVEL PROTECTION PLAN PLUS is listed on the website.We cancelled on 11/13/23. I was told that it takes Explorica 30 days to process the cancellation and then the $1919 would be refunded. Additionally, I had to wait until my claim was denied (final insurance claim denial on 1/4/24) to activated my CANCEL FOR ANY REASON benefit ($449.25). On 12/7, Explorica refunded $619 to my credit card.On 12/8, I called twice for a total of 13 mins, 36 secs. to understand why only $619 was refunded. The representative told me that my credit card's bank rejected the other refunds on 12/6. They then told me the additional $1300 would be mailed by check. On 1/2 (8 mins), I called and they said the check was issued #***** and was sent on 12/22. On 1/9 (18 mins), the representative said that it takes 2-3 weeks to reach the customer and that if the check doesn't arrive by 1/20, I have to call back and then the whole process starts over. I called my issuing bank on 1/9 (15 mins), to ask why they rejected Explorica's refunds. The representative examined my account and all the transactions and there were no refund rejections. I would like my $1300 and the $449.25 due to me in an expedient fashion. I will also be filing a complaint with the attorney general's office. Apparently I am not the only customer that is being treated in this manner. Explorica is misleading/scamming people by withholding refunds for exorbitant periods of times, violating the contract.

  Business Response

  Date: 01/17/2024

  Thank you for contacting us and sharing your experience. We appreciate your feedback and take your concerns seriously.
  We are sorry ***** is not able to travel, after reviewing closer your account and doing a further investigation with our Finance team I was able to gather the following details regarding your refund process. The process we follow to complete refunds is through payment reversal, once we have attempted to reverse the charges, if they decline we send a physical check to the traveler. However, we have after many years of working with ******, we are now working with *****.
  Our records indicate that your refund was processed in the middle of this transition, therefore, it declined,not on your bank's end, but rather on our end due to this transition. We apologize of any inconvenience this may have caused you. The information that was delivered to you was according to our established protocols, however, the payment processor transition came into play changing the course of the protocol and lengthening the regular time of this protocol.
  At the moment we can confirm that your $1300.00 refund check was issued on 12/22/23 and mailed to you on 12/29/23, it was mailed through **** standard service, it is typically delivered between 1-4 weeks, however, we do not have control over their delivery timeframe.
  When it comes to your refund from your Cancel For Any Reason benefit as per your request, the issuing of this check has been expedited and will be sent out on 01/19/24.
  Once again, we hope you will accept our most sincere apologies, we appreciate you choosing Explorica and hope to have the opportunity to serve you in the future.

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  After COUNTLESS conversation with multiple customer service representatives on RECORDED CALLS, I was told that MY BANK HAD REJECTED THE PAYMENT REVERSALS REFUNDS.  The Explorica customer service representatives have all been dishonest and WorldStrides/Explorica have been withholding monies that are due to me since 11/13/2023.  Explorica is being untruthful and now have changed their story that they were in the middle of a "payment processor" transition.  This "fact" only being disclosed after I contacted my card-issuing bank to inquire about the initial "rejected refunds."  My bank examined all of my transactions and now Explorica has found a new explanation of the delay.  Explorica engages in fraudulent and deceptive business practices and have been lying this entire time.  I was told that my refund check was issued on 12/22/2023 and I would receive the check in 1-3 weeks.  They now state that the check was mailed on 12/29/2023.

  I do not believe that my "cancel for any reason" $449.25 refund will be sent in a timely fashion as I have yet to receive my $1300 refund.

  Please mail my refund checks.  I have contacted the Attorney General's offices in *************, Virginia, and **********.

  Regards,

  *****************************
  
  
  
  

  
  

  Business Response

  Date: 01/25/2024

  Thank you for sharing your concerns,thoughts, and feedback. Your input is greatly appreciated as it helps us understand your perspective and improve our services. We are confident that by working together, we can find a solution that meets everyone's needs.
  We want to assure you that we have standard processes in place to ensure the proper functioning of our daily operations. When you called to inquire about the status of your refund, we provided you with the information available to us. However, we were not informed of the changes that caused the delay in processing your refund until a further investigation was done.
  We are currently working with our finance department to void and reissue the check that was mailed to you on 12/29/23. A new check will be sent to you via express delivery. We will keep you informed of the details as soon as the process is completed.
  Rest assured, we are doing everything in our power to resolve this issue as quickly as possible. At WorldStrides, we value your business and appreciate your patience.
  Thank you again for choosing WorldStrides. We value your business and are confident that we can continue to provide you with exceptional service in the future.

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like the total amount of $1749.26 refunded to my original payment method.  This is unacceptable.  I cancelled the trip on 11/13/2023.  It is now 1/25/2024.

  They do not have to issue checks, they can refund to the original form of payment.  

  
  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My daughter is *****************, she is 8th grade in Coronal Del Mar ********************* we received one email about 8th graders-trip to ***** from April 6-13,**** from school on Oct.12 2023. I helped my daughter place this trip order on the website(worldstrides website)in the email at the same day. We received the trip on April6-13,**** confirmation email from Worldstrides. On Dec.12, the Worldstrides charged me one payment. But on Dec.18, we parents were noted this trip will take place in **** without any message to us before. My daughter will transfer to another school in ******** in ****, we impossibly join the trip in ****. On Dec. 19, I sent email to trip coordinator ********************* to tell her, if the trip in **** is canceled, please help us to get full fund. On Dec.20, ********************* replied she had sent one email to Worldstrides. But on Jan.05 ****, the Worldstrides charged me one more payment. The Worldstrides totally charged me 2345$. I sent several emails to the trip coordinator ********************* and Worldstrides about this trip cancellation. They always told me they will charge me 399$ cancellation fee. It is extremely unfair. The trip in April 2014 is canceled by Worldstrides, They should refund 100% paid of 2345$ to me. I request the 100% refund from Worldstrides.

  Business Response

  Date: 01/15/2024

  Thank you for contacting us and sharing your experience. We appreciate your feedback and take your concerns seriously.
  We are sorry ****** is not able to travel,we would like to confirm that the price quoted for this is based upon a minimum number of travelers and it is also subject to adjustment if the minimum enrollment is not met. Whenever this is the case, we offer different options to continue with your travel plans. The option selected by your group was in the best interest of the traveler, which in this case was to postpone your trip to open the opportunity for more students to join and at the same time, provide the opportunity to cancel with the smaller cancelation fee to those who decide to rather cancel.
  We offer valuable services through group travel that begins before the planning of this trip.Therefore, if your group decides to make changes to your itinerary, and youre unable to continue with the trip, if you decide to cancel you are subject to our standard cancellation fee. However, we offer you an alternative option which is transferring your funds into another WorldStrides trip.
  Please let us know if you would like more information regarding the trips that depart in your area or in the given case you would like to start your cancelation process, while we are not able to fully refund you, we can offer you a $100.00 voucher for a future trip with us.
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you.
  
  Best Regards, 
  
  ***********************

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Thanks for your kind feedback and take our concern seriously.
  For Worderstrides response, I thank them for explanation and a 100$ voucher offer. But there are some misunderstandings we should talk about.  I highlight the Worldstrides opinions in their response. Please find attached picture "Worldstrides response".
  The option selected by your group was in the best interest of the traveler, which in this case was to postpone your trip to open the opportunity for more students to join.
  If your group decides to make changes to your itinerary, and you are unable to continue with the trip, if you decide to cancel you are subject to our standard cancellation fee.
  My daughter ******************* is one student of the group, and we have not decided to change this trip in April **** to Feb.****, my daughters friends ******************* and ***************** also refused to make this trip change too. I have received their evidences. And I received emails from ********************* and *********************** that their two students also dont agree to change the trip and ask for 100% refunds too. I attached their evidences"Evidences".There are total 5 students cant accept to change the trip.There are total 9 or 10 students in our group(I attached the all of students name in our group picture coped from Worldstrides"Group member's name and postphoning notification") ,most of us dont accept the trip change, why you told me that the group decided to change the trip?
  We just were notified the trip changed without our decision(I attached the notification picture"Group member's name and postphoning notification") on Dec.18. Could you show me which student instead of  5 of us in our group to decide to make the trip change?
  If Worldstrides kindly help other students who are interested the trip in ****, I suggest you can send out a new register link to students for the **** trip.
   We didnt decide to make the trip change, and Worldstrides just change the trip without our consents, so we ask for refund for the trip in April ****. You should proceed the 100% refund to us without any $399 cancellation fee.
  My paid is $2345.00 for **** trip. Please confirm my 100% refund without any cancellation fee.
  And please also kindly proceed 100% refunds to *******************, *****************, *********************, *********************** without any cancellation fee.
  I greatly appreciate your kindly help.
  Have a good rest of day!
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 01/23/2024

  First and foremost, thank you for taking the time to express your concerns, thoughts and feedback, we really appreciate them because it helps us understand your point of view and at the same time we are able to clarify them.
  Because of the unique nature of group travel, many elements of your program and itinerary may be selected and/or scheduled at the direction of your groups Program Leader who will act as your groups representative. As mentioned before, the price quoted for your trip was based on a minimum number of travelers. Upon your group not meeting the minimum number of travelers required, we searched for as many options as possible, we considered traveling with the group despite its size, this would mean we would need to absorb some of the additional expenses to lessen the impact on your end, unfortunately, the group reduced even more. We also offered you other options to travel this year and during the summer.Unfortunately, these options were declined, and we were informed that the groups final decision was the postponement of the trip for a year.
  In order, to reduce the impact on your economy we reduced the cancelation fee from the standard cancelation, when the decision was made you were *********** a cancelation fee of 50% of the cost of the trip, which is a huge difference from the $399.00 cancellation fee we are offering to your group. In addition, some of the travelers purchased the Ultimate Protection Plan, which offers them the cancel for any reason benefit.Therefore, once they proceed with the cancelation of their accounts, they will be able to file a claim and receive an additional refund amount of $299.25 reducing,the cancelation fee to the amount of $99.75 plus the cost of Ultimate Protection Plan.
  As promised previously, in the following link you will find the link to our open tour marketplace, where you will find open tours, should you find one that interests you, please follow the instructions given on our website to enroll. **************************************************************************
  Once again, thank you for choosing WorldStrides. We value your business and are confident that we can continue to provide you with exceptional service in the future.

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Thank you for your big help, and thank Worldstrides for explanation.
  When my daughter signed up the trip in April **************************************************************************************************** April **** and she likes to travel with her classmates. If Worldstrides can start to arrange this trip in April ****, she is sure that she will go to ***** . But next year she will move to ******** and transfer to **************, she has no option to select other trips in 2025. 
  In your explanation, Because of the unique nature of group travel, many elements of your program and itinerary may be selected and/or scheduled at the direction of your groups Program Leader who will act as your groups representative.
  We also offered you other options to travel this year and during the summer. Unfortunately, these options were declined, and we were informed that the groups final decision was the postponement of the trip for a year.
  
  For these two points, I understand the leader is ********************** who is a trip coordinator but she is not a group member.She gave you her final decision to change the trip without our group permission, and she didnt give us any other options to travel this year and during the summer. For this case, we both have lots of misunderstandings because we cant discuss about the trip detailed information directly. Could you please give me other options to travel in Feb17-25 or April6-14 with my daughters school this year? We will move to ******** in the summer, and we have not available time to travel . My daughters classmate told her there is one school trip 2191-52 KCK to *******/************* in Feb17-22 ****. Could you please transfer my daughter to this trip? If you can, that is good end. If you cant transfer and have not other options travel with her school for my daughter in Feb and April break, I have to ask for refund again. The misunderstanding is accident, it is neither your fault nor my fault. So I consider I can accept the cancellation fee is $99. My paid is $2345. Could you please proceed my refund $2246? Thank you.
  Hope we can have a good end.
  
  ]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 01/26/2024

  Thank you again for your continuous interest in WorldStrides.
  
  The trip you are interested on is traveling within 22 days, the final date to complete registration was 12/04/23. However, I am currently working with the corresponding departments to know whether it is possible your transfer. If this is possible late registration policies will apply to your child, which include waitlist process, while we find reservations, and possible additional air fare, as the reservations for this group were finalized..
  

  As soon as I have an update regarding this option, I will update you.

  Thank you again for choosing WorldStrides. We value your business and are confident that we can continue to provide you with exceptional service in the future.

  Customer Answer

  Date: 01/26/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:12/14/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 a teacher that was trying to organize a trip for spring **** and was assigned someone who no longer works for the company. Upon getting a quote and trying to recruit children, we have recognized that the company is just charging too much money and it's too expensive for our students to pay for it. There is only ONE student signed up and that student will now lose their money if I cancel this trip due to no student interest. Also, they originally quoted a departure outside of our city even though there is an airport here and of course when they changed the airport, it costs even more money. In initial discussions with the company, they never explained that once they gave me a quote that I would be unable to say no, I am not interested. Instead they have used bully tactics to continue to keep us tied to their company. The new person assigned to our account will respond to questions but the way they describe the trip and how things will happen are 100% shady. We will not have enough students for me to even go, as I cannot afford to go on this trip at all without the "free chaperone". I just want to cancel the trip but I am afraid that it will affect the one student's parents financially. I think it is unethical to not go over these things prior to someone signing up to lead a trip. I just want to cancel this trip that is over a year out. There have been no reservations made yet for this trip.

  Business Response

  Date: 12/15/2023

  Dear ****, 
  
  Thank you very much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously.
  Our records indicate that although the representative who worked with you, in the beginning, is no longer an Explorica employee, the acceptance of the quote and the planning of the tour were all completed with the current representative assigned.
  From the recent communication held early 12/14/23 and your request to receive more material we were under the impression that you wanted to continue with the trip, especially because we shared cancellation as an option, should you think this trip was not in the interest of your students and/or parents.
  It is in our best interest to deliver great experiences to our customers, and while we share alternative options in order to make the trip happen, we understand when cancellation of the trip is requested and walk you through the process.
  As per the current request, we will proceed with the cancellation of the trip and your student registered will receive a full refund.
  We are sorry this trip did not work for you and your student and hope to have the opportunity to work with you in the future.
  
  Best regards. 
  
  ***********************

  Customer Answer

  Date: 12/17/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:12/07/2023

  Type:Billing 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.

  The trip to ****** that I was supposed to be on (May ****) was cancelled on me, and they still insisted on charging me the $399 fee, even though it was the tour guide/countries fault that I could not go on the tour. I was honestly fine with it, but the fact that they've been holding the rest of my money ($1230) for ******, and lying to me about attempting to refund my card, is beyond frustrating, and I feel that they should waive the $399 cancellation fee. They claimed that they attempted to refund my card Nov 22, 2023. I work at the bank that my card is issued through, and when I checked the backside of the card, I found that no attempts were made, nor did they attempt to contact me when the credit was supposedly declined. They claimed that they would then send a check out on friday, Dec 1st 2023. When I contacted them to see if my check had been sent out, they said they would look into it. It is nearly a week later, and they are either ignoring my emails, or giving me the "we'll look into it" ones. Meanwhile, a different tour company is resolving my issues immediately. Please just give me all my money back, this is beyond ridiculous.

  Business Response

  Date: 12/12/2023

  Thank you very much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously.
  We are sorry to hear that your trip was unable to continue, unfortunately, the participants enrolled in this trip were concerned given the ongoing conflict in the selected destination.However, we offered to fully transfer the funds to your account for a new tour,without applying any additional fees, just the difference in the price of the new trip. Our terms and conditions state that If your group decides they are not comfortable traveling to the planned destination or on the scheduled dates,the group can move the trip to an alternative destination or move to a new future date up until 60 days before departure.
  If you or your group reschedules to a new destination or date and then decides to cancel, the cancellation fees will be calculated from the date of transfer from the original tour and standard cancellation fees will apply.
  As you decided to cancel your participation, your account was canceled under the standard cancelation policy which was subject to a $399.00 cancelation fee, our refunds are sent within 4 weeks from the cancelation date. Per our records, we attempted to send your refund back to the payment method on file on 11/22/23. Unfortunately, as we work with transaction reversal those transactions declined, we then proceeded to refund you in the form of a check. We do apologize as there was a delay in mailing your check,however, this has already been sent on 12/08/23. We appreciate your patience through this process, as well as maintaining an open communication door with us. Our records indicate that you have email us in different occasions and a proper follow up has been given to each email you have send our way.
  We are sorry your trip was changed, and we know that canceling was not ideal. As a token of appreciation and in means to make up for any inconveniences this situation may have caused,we would like to offer a $100.00 discount for a future trip.
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.
  
  Regards, 
  
  ***********************

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will accept the refund as is, but offering a trip that costs an additional $600 is not a fair trade, and do not pretend that it is. I also want it on record that not only did worldstrides ignore several of my emails (at least two during the recent chains, but 3 additional and 2 from my sister when we were discussing the trip being cancelled).

  I also want it on record that you did NOT attempt to refund me. I work for the card company, and I can see rejected transactions, and nothing occurred on my card that day. Furthermore, it is your duty to contact the person with a rejected transaction, and no attempt was made. Im under the complete belief that if I did not make this complaint, I wouldnt have seen the rest of my money either. 
  I will continue to be in contact until the check clears the bank. You have proven to be a very untrustworthy company.

  I will not travel with worldstrides ever, and will, so I will not accept the $100 voucher.

  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Business Response

  Date: 12/15/2023

  Dear ********, 
  
  We are sorry that you are feeling dissatisfied with our Terms and Conditions and cancelation process, we would like to reiterate to you that our best interest is the satisfaction of our customers. 
  We worked with your program leader to be able to give you and the entire group the best possible alternate option due to the group's concerns, regarding the visited area. Once this was determined and the price difference was provided, your program leader offered fundraising funds for you to cover this difference, this was with the intention, not only to offer you a great experience but also not to cause an economic impact on you.
  
  We are sorry you feel we had the intention to keep your investment and want to reiterate to you that this was never our purpose, attached you will find the invoice of your account with the transaction history displayed. Same that you have access to through your online account as well. There you will see how we attempted to refund you since 11/22/23. Upon these transactions declining, we proceeded to your refund in the form of a check, unfortunately, this did not go out until 12/08/23 due to an internal error on our system.
  We do apologize for the delay in this process, however, as confirmed your check is on its way to you. We hope you will accept our most sincere apologies and thank you for choosing WorldStrides,  
  We would like to reiterate that we will be happy to serve you in the future.
  
  Kinds regards, 
  
  ***********************

  Customer Answer

  Date: 12/20/2023

  This is not a rejection of offer, but a response, as BBB doesn't offer a response for the acceptance.

  I understand why a company would have a cancellation fee, especially if it were closer to the travel date, but we were over 6 months from travel. I stand firm with my belief that offering a trip for $600 more is not an equal and fair offer, nor is offering a trip over a year out from our current travel dates, but I can see myself and the company have different values. I'm just grateful I didn't purchase the insurance like my sister did, or I'd be out even more money. (She's getting back $50 less than I am, and she got the insurance that was supposed to give her a full refund.)
  I am grateful that you sent my check out, but I am sure you can understand my frustration that there was no communication with me when the refund failed, (something that happened with my sister on a different card company, interestingly enough). My assumption is that you had an incorrect card number on file, and that's why the transaction failed, as I talked to our card coordinator, and she confirmed that nothing occurred on my card that day. 
  I would suggest you look into why it took an extra week and a half to send out a refund check. I find it very interesting that you guys just so happened to send out the check right after I reported you to the Better Business Bureau.
  I still have not received my check yet, and it has been exactly two months since we cancelled, and nearly two weeks since you sent the check out. I accept this refund, but I do suggest you fix whatever processes you have in place for refunds, because it is unacceptable.  

  
  
  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:11/26/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My child was nominated to attend a summer camp at ****************** **. My child raised the immense tuition of $2600 through a go fund me platform. 10 days before the start of the camp, an email was sent saying due to staffing concerns the camp was cancelled and child was put on the list to attend the following year session if able. I need resolution with now obtaining a refund, as my child could not attend the following year session. No communication has been returned to me. I call and am told they are working on it. That has been going on since March 2023. I was honored a full refund due to the abrupt cancel the prior year. I was given only 1/2 and am still waiting for $1400 that is due to the donors and need help getting this resolved as the company is not doing so. Also, what kind of educational program/camp leaves families high and dry 10 before expected camp time? Children are very disappointed. Would not recommend educators refer or associate with this organization.

  Business Response

  Date: 11/29/2023

  Dear ***************, 
  Thank you very much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously. 
  We are extremely sorry that childs trip was canceled right before the trip happened, although our aim is to deliver the best experiences to our customers, sometimes things get out of our hands and cancelation is our only option.
  Our records indicate that upon receiving the notice of cancellation and confirmation that a full refund would be given, your selection was to receive 50% of the refund and transfer the other 50% for the following year. Now that you have confirmed that your child cannot attend the next years event, we have started your refund, and this will be processed within the following 7 to 10 business days.
  We are very sorry that your daughter was not able to attend the trip, and we understand that canceling was not ideal. However, we did not send your refund earlier as it was not made known to us about her not being able to attend.
  
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

  Then refund due to me as of today remains $1347.50. 

  
  Regards,
  
  Clerrisa *****
  
  
  

  
  

• Initial Complaint

  Date:11/14/2023

  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.

  WorldStrides offered a full refund program and they have denied to provide a refund because it was not within 24hrs. We had an Emergency and My daughter had to go to urgent care as she was injured the day before her trip. Attached is the medical summary from the ****** care that states she was not able to travel due to a fractured ankle that happened at School. I called Worldstrides and told them what had happed the following Monday. This happened Friday but her trip was the next day, Saturday at 5am.

  Business Response

  Date: 11/20/2023

  Dear ***************,
  
  Thank you very much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously. 
  We are extremely sorry that ****** was unable to attend her trip, much more that this was due to a health-related situation. While we empathize with your situation, we are unable to comply with your request given the fact that you did not follow the established and notified guidelines to make use of the Full Refund Program, which states clearly that it covers you against cancelation, should you need to cancel, at any time, up to 24 hours before the departure date of your trip.
  Our records indicate that you did not inform us about your need to cancel ******* account until 11/06/23, 2 days after the departure date of your trip. During your communication with us, you confirmed to us that you were aware that Analia would not be able to attend the trip since 11/03/23,however, no communication was sent or established with us before 11/06/23.
  After reviewing your account our records indicate that you registered your daughter online, before adding the Full Refund Program to your account during our online registration there is a POP-UP with the general guidelines and benefits of this program and we share the link to our Terms and Conditions on that very POO-**, in which our Standard Cancelation Policy is outlined. In addition, right before entering your payment method, the system shares guidelines to add or remove the Full Refund Program, it also includes the coverage. I have attached both images for your review.
  We are very sorry that your daughter was not able to attend the trip, and we understand that canceling was not ideal. However, our policy clearly states that to claim the Full Refund Program benefit you need to cancel 24 hours before the departure date of the trip, which was not the case.
  Once again,thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.

• Initial Complaint

  Date:11/07/2023

  Type:Order 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.

  Worldstrides gave us a contract for a trip and families paid deposits for a trip to DC and for Worldstrides travel insurance. Then Worldstrides contacted me and said they were raising the price of our trip to well over our legally contracted price. We canceled our trip because of this breach of contract. The company returned the deposit money but kept over $200 per family in travel insurance money. They are in violation of their contract and should return all funds. We did not cancel because of weather or illness. This was due to Worldstrides inflating the cost of our trip after deposits were made and contracts were signed.

  Business Response

  Date: 11/09/2023

  Dear ****************,

  We are sorry that you are feeling dissatisfied with our Terms and Conditions, we would like to reiterate to you that our best interest is the satisfaction of our customers. 

  We understand the cost of the trip can be hard for families to manage, therefore we offer extended payment plans to help them spread out the cost over more time and with lower monthly payments.

  The travel industry is very challenging right now. Since coming out of COVID we have seen two things: (1) high demand for travel and (2) vendor rates increased dramatically coming out of the last travel season. Costs have more than doubled. WorldStrides is not passing the entire cost along but cannot operate at a loss.

  Another important fact to mention is the significant changes in the airline industry over the last several years have contributed to fewer flights and high airfares, and in the terms of the meal inflation costs, they have weighed into cost increases for restaurant owners; As a result, restaurants have to offer more expensive menu items or raise overall prices to cover the costs.

  Based on the accounts registered for your trip, all families received their refund minus the cost of the Full Refund Program which protects their investment in case of any cancellations.

  We would like to reiterate that we will be happy to serve you in the future.

  Best Regards,

  **************

   

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Worldstrides did not address their breeching their own contract in their BBB response. While I do appreciate families getting a refund for the cost of the trip, our trip was canceled because of their failure to adhere to their contract, and we were promised a full refund because of that. This was not weather or health related. The cancelation was because of their violating the contract so all money, including the travel insurance, should be refunded. It makes no sense that families would have gotten a full refund if they didn't purchase insurance, but families are being punished, due to no fault of theirs, for purchasing the insurance. The travel insurance was for health or weather related cancelations and not for the company violating their terms and conditions.

  We expect and deserve the full refund that was promised to us.

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 11/15/2023

  Dear ****************,

  I would like to let you know that I am working with my directors in checking possible alternatives for a win-win resolution, I apologize for the time this might take. I want to reassure you that WorldStrides is working diligently to have an answer as quicky as possible. 

  I will send you an update by no later than November 17th of 2023.

  I hope for your understanding.

  Warmly,

  ************** 

   

  Customer Answer

  Date: 11/19/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Worldstrides's most recent response was that they would propose a win/win solution to my complaint no later than November 17th. While I am pleased to hear that they are working on some kind of solution, I have yet to hear any details about what it may include.

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business Response

  Date: 11/20/2023

  Dear ****************,

  Thank you very much for your patience, we have managed to start the process in refunding the cost of the Full Refund Program to each of the 5 travelers ($219 per account).

  These refunds should be reflected in a week to each individual form of payment. 

  I want to thank you **************** for your patience and understanding, we hope to serve you in the future. 

  Warmly,

  ************** 

   

  Customer Answer

  Date: 12/01/2023

  Hello,

   

  Unfortunately, families still haven't received their refunds yet.

   

   

   

  Business Response

  Date: 12/01/2023

  Hello ****************, as per our terms and conditions, refunds are processed within three weeks.
  
  Please be assured that the families will receive their refund as committed.
  
  I have touched base with ****************, and the scheduled timeframe for refund processing is next week, on 12/14.
  
  If you have any inquiries, please feel free to contact our **************** team.

  Warmly,

  ***** F

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action has not yet resolved my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I am extremely happy with your proposed resolution to my claim and look forward to receiving full refunds. However, until the funds are received, I'm going to keep this claim open as unresolved to ensure your proposed resolution is carried out.
  
  Thanks so much for your proposed solution that, once received, will fully resolve this complaint,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  Date:10/19/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 received a notice from ***************, a debt collector, claiming that they were collecting an unpaid bill on behalf of WorldStrides. Fearing that this was a scam, (because I had never heard of WorldStrides before this, never had any dealings with them, or received any bill from them,) I emailed WorldStrides directly three times within one week after I received the notice from the debt collector to clarify if this was their billing error or a scam from a 3rd party. It has been almost three weeks, and I have not yet received any clarification from WorldStrides. Due to the inaction of WorldStrides, I have decided to report this fraudulent/nonexistent bill against me as a scam. I will not contact the debt collector of this potentially fraudulent bill. I sincerely believe that it is WorldStrides responsibility to clear this matter, either as a billing error or a scam by a debt collector who is allegedly doing this on behalf of WorldStrides.

  Business Response

  Date: 10/20/2023

  Thank you very much for reaching out to us and sharing your experience. We want you to know that we value your feedback and take your concerns very seriously. 
  First and foremost, we hope you will accept our sincerest apologies, for not sharing additional updates regarding your question other than confirming that we had sent your request to our Payment Desk for further review.
  After reviewing your concerns, we made a deep search among our travelers and parents,and we have confirmed that you have never traveled with us or have had contact with us before regarding any of our multiple services. Therefore, we have never received or handled your information, and as a result, it is not possible for us to have shared your information with anyone.
  We reached out to Cedar to let them know about your request and confirmed that WorldStrides did not send your information to them or request any services from them that included you and, we have asked them not to contact you on WorldStrides' behalf.
  Once again, we are very sorry for the inconvenience this situation may have caused you.
  
  Kind regards, 
  
  ***********************

  Customer Answer

  Date: 10/20/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************