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:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This travel agency made unauthorized charges without my knowledge deducting from my bank account where not only was I not notified which means I could not agree to any terms that required for consent, but said transactions did not go to my email which she had in order to notify me. I made contact with her as soon as I had knowledge of this in writing, where it was revealed later that said *** is owner and fraudulently accessed what you can see is portrayed as a secure portal to enter card info, yet not from my URL this owner made duplicate fraudulent charges because I was never sent any confirmation or further communication charges were made; further, my card info was shared with a hotel for a date I was unavailable also without my knowledge/consent and no confirmation sent to my email to be made aware. To further matters, this business owner then begins a pattern of harassment by calling me threatening my children, calling the local sports org making threats to the board, then having the regional office send me emails demanding $30x2 be returned, as I will show *********** services were rendered, no reservation was fulfilled. When I reached out to said owner she had to send me a way to accept and consent from the beginning, yet began these deceptive practices for whatever reason and has continued to pursue harming my family by lies to my community when shes suppose to be a ***utable business helping with large travel reservations. The police are concerned and encouraged me to ***ort her not only for a full refund, but to request a full investigation into the business affairs her legitimacy and also to reach out to a few other entities that will look into the extreme actions shes taken to personally try to hurt me over such a little amount of money including the *** because shes aware that her fraud cost a lot to our family. Something is very off about this picture. Thank you for your help, and I look forward to a resolution where Im returned money taken back.

  Business Response

  Date: 02/06/2025

  In the files presented, you will find the communication where ******* ****** is having trouble adding a night to her reservation and she clearly asks us to add a night to her reservation. We confirmed that we had added Friday night and she was sent a new confirmation email and a separate email showing the new charges to her card. 

  During the weekend of her reservation, I received an email stating that she was very upset that her hotel reservation was cancelled. She showed up on Saturday when her reservation was for Friday. The hotel was able to give her a room though. ******* started saying that 3 Stone Travel charged her card and was not authorized. She started becoming belligerent in the hotel lobby to the point that the front desk almost called the police. I responded to her one time to show her that we did exactly as she requested and that started a slew of emails and phone messages. I did not respond any further because it was clear to me that she was very upset and a response would fuel what was going on at the hotel. Her emails were extremely threatening and I feared that she would follow through on some of what she was saying in her emails. At that time, I spoke with her club's coach and I spoke with the tournament director to let them know of the situation. I was assured that it was handled and they spoke to *******. They told me that ******* agreed to stop calling 3 Stone Travel because they had seen the communication where she clearly asks for us to add Friday night to her reservation. 

  After the weekend ended, the calls did not end. ******* disputed her credit card on December 4th, 2024. I have put that in the zip folder. 

  Now she is reaching out to the BBB and claiming that we are threatening her children, etc. I have not spoken to ******* since the first correspondence when she was upset over the weekend. Her club is letting us know that she is no longer welcome on their team because she is threatening their coach and has caused similar issues during other tournament weekends. 

  If you look at the email correspondence when she asks for us to add the extra night, we have helped her through the booking process with kindness and respect. We have added rooms to her group block and she missed the deadline. We then helped her fix her reservation at her request. We pride ourselves in providing the best customer service experience and our documentation reflects that.