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:11/19/2024

  Type:Service or Repair 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.

  Attempted to book cruise on 11/8/24, kept getting "fatal error" & was unable to book. Had to wait until AM of 11/9/24 for company to open, I called instantly when opened. I explained to him I had tried to book cruise night before & the error message I kept getting. He put me on long hold & tasked if he could call me back. This continued all day Saturday, sometimes he would say he would call in hour, sometime, 30 mins, but it was ************ all day-many calls from him attempting to get cruise booked. Finally, he called me late in day-informed me he couldn't book it at price shown on website, but he could book it for $500 more. I said this was not acceptable-he proceeded to offer that if I joined icruiserewards for $99, I would be given $120 off of cruise price, plus I would have $380 to use towards other travel, such as hotel, etc. I said fine, because based off what he said, I believed I could use the $380 towards necessary hotel night for night before the cruise & therefore it would get me in total, about back to where I originally was at price wise with trying to book the cruise. Proceeded to book cruise with him, then after booked all my airline flights. Fast forward to, 11/16/24, I attempted to utilize my $380 credit to book hotel night for night before cruise. STUNNED when I called ********************************** to learn that reason it was asking for my credit card to book hotel, was because I could only use either $0, $15, $29 of $380 credit towards hotel. As it was, hotel rates were highly inflated vs websites I use for booking hotel. Additionally, credit of $380 was virtually useless & that was not what was sold to me. I thought based on what **** ****** said on phone, I would be able to utilize it dollar for dollar. It was false advertising. All I am asking for is a refund of my $99, & for cruise reservation to stay the same, since all my airfare is already booked & my cruise rate is still far higher than my original amount I was trying to book it for.

  Customer Answer

  Date: 12/09/2024

  This has been resolved, they refunded me.  Thank you!  

• Initial Complaint

  Date:05/06/2024

  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.

  CRUISE INFO. 03/09/24 12:30p ***** @ ICruise took booking of our Alaska cruise Total of room with taxes and gratuities is *******. I ONLY authorized that amount. Declined travel insurance $199, however he stated we can look it over for 7-10 days and that he would call back the following Weds. 03/13 to see what we decided. Bryans # for any issues is ******************** 04/08/24 @ 4:15p Received credit card statement that charged us for travel insurance so called ICruise and tried to reach ***** to no avail. Reached customer service and spoke with ***** who also tried to reach ***** by messenger to no avail. He stated they will investigate issue and if I did not authorize the travel insurance they will reimburse me. I told him the calls are recorded and I did not authorize it and only authorized the $******* to be charged so that should not be an issue. Lijin @ ************************* stated ******* the supervisor will call me within 48 hrs to give results of investigation. There is no confirmation # just supervisors name, he is ****** direct supervisor. If I do not hear anything after the 48 hrs I can call Lijin back. 04/10/24 @ 04:45p Spoke with ******** @ Icruise to check on the status of my audit investigation for travel insurance auth. issue and she stated she sees notation and it can take ***** hrs. for call audit to finalize as they are all recorded. 04/12/24 Received email from ***** the booking agent stating he will just request refund for the travel insurance of $199.04/19/24 Sent ***** an email inquiring how long refund will take as I have yet to receive. Received email back from him stating 7 to 10 business days.05/01/24 ******** @ ICruise stated no refund has been initiated and he will follow up on call audit which I explained had been completed and ***** was to request refund back on 04/12. Both *****/******* unavailable. At this time, I would be filing a complaint with the BBB as this was completely unacceptable.

• Initial Complaint

  Date:04/25/2024

  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.

  On April 8, 2024, we (************************* & ***********************) entered into a contract with this organization and subsequently request said contract to be terminated/cancelled as of today, April 11, 2024. We called and spoke to several representatives ***************** and both refused to cancel the contract. We are well within the grace ****** (10 days from date of signing) for our request to be made. Further, both ***** and ****** were extremely rude, disrespectful and obnoxious and should not be front-facing with customers. My husband had to get on the call and they still would listen to our request.All we want to do is cancel the contract and get our full refund.***** is due a refund of $1999 ****** is due a refund of $2099

• Initial Complaint

  Date:04/01/2024

  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.

  Last March 2023 I booked with I Cruise and the date of the cruise for 10/10/2024. ****** was getting rerouted because it couldn't go to ***** or ******. They offered me a Cruise to ******, I had already done that Cruise so I wanted a refund instead. When I booked, I was told the Cruise was 100% refundable up to 2 months before the trip. I paid for this in full when I booked and also paid in full for the travel insurance.They are telling me they will refund me (which they have, minus the down payment of *****), which I never made. I paid in full upfront when I booked it.I am looking for the ***** they kept (saying deposit) plus ****** for the insurance that I paid

  

  Business Response

  Date: 05/01/2024

  Dear Sir or Madam:

  This letter confirms our receipt of your correspondence dated April 18, 2024, regarding Ms. ********* *******’s
  request for a refund. It is always our goal to provide our members with exceptional customer service, and we offer
  our sincere apologies for any miscommunication, inconvenience or lack of service Ms. ******* feels she has received.
  We have reviewed the matter and documented our findings below.

  According to our records, on March 17, 2023, Ms. ******* called to book a 10-night Mediterranean Cruise aboard
  the Celebrity Silhouette sailing October 11, 2024 – October 21, 2024. Ms. ******* paid for the booking in full on her
  credit card ending in #4073. She paid $649.60 as an OVC deposit, $679 for travel insurance, and $4,529.16 to the
  cruise line. These were the only amounts paid by Ms. ******* towards the booking. On December 22, 2023, after the
  cruise line changed the itinerary due to conflicts in Israel and surrounding countries, Ms. ******* called in to cancel
  her booking. On December 23, 2023, we spoke with the cruise line, and they advised that a full refund would be
  issued. Unfortunately, on December 27, 2023, one of our agents advised Ms. ******* that her OVC deposit, $649.60
  of the total amount she paid, was non-refundable.

  On January 10, 2024, the cruise line issued a full refund of $4,529.16 to Ms. *******’s card ending in #4073. Due to
  an internal error, our system did not automatically refund Ms. ******* the OVC deposit at this time. After receiving
  this complaint, we issued a refund of $649.60 to Ms. *******’s credit card ending in #4073. We ask that she please
  allow 7-10 days for the refund to show up on her statement. Further, we requested a refund from ******** on Ms.
  *******’s behalf for travel insurance purchased at the time the booking was made. ******** issued her a refund in the
  amount of $679.00 on April 22, 2024.

  We have been unable to reach Ms. ******* to discuss this matter. We would like to thank you for providing us with
  the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.

  Sincerely,

  **** ** **************** Vice President
  Customer Commitment

• Initial Complaint

  Date:03/21/2024

  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.

  On 03/19/2024 I booked a 4-night cruise on the ICruise.com website. The website advertised a Limited Inventory Rate of $ ****** pp for a V3 Obstructed Balcony Cabin. The listed amenities included are Classic Beverage Package, Wi-Fi and 2024 sailings also receive Free Pre Paid Gratuities. However, after I booked and paid a $ ****** dollar deposit for this cruise ICruise is saying the Free Pre-Paid Gratuities are not included even though it was advertised on their Website. On 03/20/2024 I called ICruise and spoke to representative ****. I was on the telephone for over an hour and finally **** advised that I should receive the Prepaid tips and I would be emailed a confirmation within 24 hours. On 03/21/24 I still had not received a confirmation email and I called ICruise and spoke to ****. **** told me that he looked up the reservation and did not show the Pre Paid tips included. I have a screen shot from the ICruise website that shows the webpage advertising all three amenities. Totally unacceptable advertising practices by ICruise.

• Initial Complaint

  Date:03/12/2024

  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.

  I checked for a reservation for a hotel through the Direct Access vacation club, of which I am a member. I put in for a time slot from April *****, 2024, and paid for that week at Club Wyndham at Patriots Pl, in ************ **.. The amount called for was $658.53, which I paid with a credit card. When I received the confirmation from them, for the hotel stay, it stated that it was for two days, instead of seven. I called the vacation club and was told that it was a "glitch" and that I would have to pay an additional $659, and then, wait five to ten "business days" for the refund of my other money. I want what I paid for, which is not a stay of two days for almost $700, AND I will not pay more money, on top of what was paid already, in order to get what was originally offered, requested, and paid for.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise for myself and my 2 children on 12/3/2023 through I-cruise. I was charged 4 charges Room 1: $1552.76, Room 2 $1615.72, Travel protection $91 and $418.66 by the travel agency.The following day, i only received 1 room confirmation from Norweigen Cruise Lines and inquired what happened. After several days, I was told they could only get me 1 room despite being charged for 2 and that I would have to tell one of my kids they can't come. I asked if we all could fit in one room and they said no. I then asked what my options were and they said they would try and contact the cruise ship and get me the 2nd room. I never heard back from them and after calling several times, I was told the trip was cancelled. Despite being out $2k for airfare, I said fine, please just issue all the credits. They said no problem and I received credits for both rooms and the travel insurance.I called again and asked why the $418 was not credited and they said they'd take care of it. No response again. I cruise made the mistake and cancelled my trip without telling me. I should not be responsible for this charge and demand a credit. this is fraud

  Customer Answer

  Date: 01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  ***************************
  
   
  

  

  Business Response

  Date: 04/23/2024

  Dear Sir or Madam:

  This letter confirms our receipt of your correspondence dated April 18, 2024, regarding Mr. ******’ request for a
  refund. Please note that this case initially came to arrivia via social media in Janaury 2024 and was address and
  resolved then. As provided to Mr. ****** at that time, it is always our goal to provide our members with exceptional
  customer service, and we offer our sincere apologies for any miscommunication, inconvenience or lack of service he
  felt he had received. Below is a summary of the resolution provided in January 2024.

  As explained to Mr. ******, we originally saw that the chargeback of $418.66 was issued, and it was updated in his
  booking as a refund. As such, it looked as though the refund had been processed when the chargeback was awarded,
  when in reality it had not yet been. On January 18, 2024, we refunded Mr. ****** $418.66. Further, in the interest of
  customer satisfaction, we added $100 Vacation Cash to Mr. ******’ account for use through April 19, 2024.

  We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to
  explain the additional facts involved.

  Sincerely,

  **** ** **************** Vice President
  Customer Commitment

• Initial Complaint

  Date:08/28/2023

  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.

  On 1/16/23, I booked an ******* Cruise with a $350 on board ship credit on Cunard Cruise line with ICruise online travel agency. This was the same day which I received a promotion offer for the $350 dollar on board ship credit. My friend and I both booked the same cabin type on 1/16/23 for the same amount through Icruise. I paid $387 deposit and $339 for the cruise insurance. A balance of $2,488.12 was due and to be to be charged on my credit card on 3/19/23.On 3/27/23, both ICruise Rewards ************ AZ charged my credit card $938.14 and Cunard line charged $1,549.98 to my credit card for a total of $2,488.12 as per the contractually agreed upon amount.On 4/3/23 another charge for $938.14 from ******************* ************ AZ was charged to my credit card. This is not an authorized charge for exactly the same amount with the identical phone number. The second charge is a duplication. It should not have occurred. I-Cruise is listed on the Better Business Bureau website with these double charges from previous customers.While my friends received the on board credit, I did receive the advertised $350 Shipboard credit. I contact I Cruise several times on 8/2/23 and 8/3/23 while on my cruise regarding the shipboard credit. When I finally spoke to my travel agent, I was told it my concern was escalated. I did not receive ($350) credit or any further communication from I Cruise about my ship board credit or for being over charged ($938.14). While going through my credit card information, I also noticed being over charged for my cruise.

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  Icruise gave ** total price for a cruise then charged my credit card $428 more than the final price. After over 6 weeks and 10 phone calls and them saying they are submitting the overcharge to the accounting ***** to no avail. This is a run around time and time again. I filed a dispute on credit card to one of the separate charges $910 and was denied by OVC I noticed they gave. NCL CRUISE LINE $428 more than I was quoted. I can't get anywhere with ICRUISE or OVC. to get my refund. I have the original receipts.Thank you

  

  Business Response

  Date: 04/23/2024

  Dear Sir or Madam:

  This letter confirms our receipt of your correspondence dated April 18, 2024, regarding Mr. ********’ request for a
  billing adjustment. Please note that this case is over a year old and was addressed by arrivia on March 30, 2023. As
  provided to Mr. ******* at that time, it is always our goal to provide our members with exceptional customer service,
  and we offer our sincere apologies for any miscommunication, inconvenience, or lack of service he felt he had
  received. On March 30, 2023, we refunded Mr. ******** the $428.00 difference addressed in his complaint..

  We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to
  explain the additional facts involved.

  Sincerely,

  **** ** **************** Vice President
  Customer Commitment

  Customer Answer

  Date: 04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19590441, 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.
  
  Regards,
  
  George Stenulis
  
   
  

• Initial Complaint

  Date:11/04/2022

  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.

  Booked two adjoining cabins on Holland America 9 day ********** Cruise package departing 6/4/23 out of ********* through iCruise with agent *************************** on phone 10/28/22. 5 passengers total in 2 cabins (3 and 2 respectively). I was told I was booking adjoining rooms **** and **** at $1399/pp for first two passengers in each cabin and $799 for the third, plus taxes and port fees. There was a special going on so only 50% of the normal deposit was required per room. I paid $600 per cabin on credit card. When I received email confirmation, there were two issues. First, we had been booked into the wrong cabins. We were told we were booked into **** and **** on the Nieuw Amsterdam which are adjoining rooms. On our confirmations, we are booked into **** and ****. Not what we asked for at booking. I immediately emailed our agent and made her aware of the error and asked for her to resolve the issue. When asked if the cabin numbers had been corrected, *************** assured me they had been but refused to provide written confirmation. So I called customer service on next business day of 10/31/22. The agent told me that the cabin assignment had not been changed despite what *************** had told me in her emails. I spoke with ********************* who listened to what happened, reviewed the audio of the actual booking phone call and determined the agent had made the error. She said iCruise would see to it that we got the adjoining rooms and we would speak in one weeks time. The next day, I began to get harassing emails from *************** repeatedly threatening to have canceled our reservations. Then ************* called back on 11/3/22 to tell me adjoining cabins on this cruise are now too expensive and iCruise cannot absorb the costs! In addition, I was charged a $99 membership fee per cabin (x2) for their rewards program; at no point was this fee discussed or disclosed to me at the time of booking. We want our family to take this trip- they need to make it right!