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:12/31/2024

  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 took a rail trip with Uncommon Journeys, *************************************** beginning in ****** ** on September 23, 2024 ending in ***********, ******, ****** on October 4, 2024. My order number was *****. The brochure received describing the trip said we would have a private rail car from ****** to ******* for our group. We did not. We were to have baggage handling for our luggage between each hotel. We had some baggage handling but not as promised. We were to have transportation from rail stations to hotels. We did not and although some travelers did receive reimbursement for a private taxi, not everyone received reimbursement. On October 29, 2024. I received an email from ******* ****** stating I would receive a refund for services not provided but received nothing. The lady I traveled with, ******* ******, did receive a refund of $150 for the services which were not provided. I am due $150 also.

  

  Business Response

  Date: 01/28/2025

  See Attached

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22751887
  
  I am rejecting this response because: they did in fact offer me a refund on email response attached and are now calling me a liar. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/28/2025

  Well, of course she was untruthful, it goes without saying, by claiming she was promised a private train.  So it is either untrue or cognitive problems.  In any event, as we have told her many times in writing, all she needs to do is tell us the cost of what she claims she did not receive and we will reimburse her.  She has never provided any documentation of any of the alleged things she had to pay for: when, where or the amounts.  

  But again, our experience is that people that are untruthful on big things usually are on little things as well.

  With best regards as always,

  **** ****

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22751887
  
  I am rejecting this response because: I was never told what the cost was for baggage handling that was not provided or the cost for transportation that was not provided. There was a big golf tournament in ******** and we had to get our own transportation from the train station to the hotel. Also, ******* ****** told me that Uncommon Journeys offered to drop us at our hotel in *********** but upon arrival, we were told they could not go to our hotel. Both of these items were part of our fare paid. If Uncommon Journeys can provide me with an individual statement to include what I paid for baggage handling that was not provided and transportation that was not provided, I can break down the amount owed to me. If a private rail car was not included then I misunderstood. However I am not lying and I resent being called a liar  
  

  baggage handling was provided only in ******* and *******

  I am owed a reimbursement only for things that were not provided  I do not understand why one person was offered a good will gesture of $150 but not others  this is an unfair business practice  

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

• Initial Complaint

  Date:09/07/2023

  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.

  Tour advertisement for Best of the West by Uncommon Journeys (UJ) was for August 8 -18 2023 per brochures, invoice and trip related material. However, tour ended on 17th of August, not due to operational changes, weather or outside forces, but rather was scheduled to so, thus changing the itinerary and ******* the entire trip that was arranged by **. This tour operator was fully aware that the combination trip of train (private car on ******* leaving from and returning to ******* with tours of 5 national parks would end on August 17th, yet marketed and sold to end on the 18th of August. This change only became known to passengers on August 15th when schedule changes were forced upon us due to this constriction. I have confirmation from the train car personnel that the dates of travel were known to the tour operator UJ and that there were no changes due to any external factors to the return date of August 17th. Quality issues aside of UJ's trip asideand there were a number of problems including skipped meals, rushed itinerary, and haphazard tour managementthe trip dates were falsely marketed on emails, invoice and trip related material. I have written to the company three times with no appropriate or helpful response. My emails included the listed company chairman, sales staff, and the general email. My desired resolution is simple: the trip cost for was $8595 and I would like 1/10 of it (******) refunded to make up for the 1/10 of the missing August 8 -18 2023 trip as the trip was to end on August 17 2023, something that UJ knew but passengers could not know until told, which was only on August 15 2023!I wrote on August 21, August 25 confirming receipt of an Aug 24 email from the chairman that only acknowledged receipt of my Aug 21 message, and September 25. There has been no appropriate or reasonable response or action from UJ, hence I am forced to write this complaint on BBB to see if my fair and reasonable request will be met.

  

  Business Response

  Date: 09/11/2023

  This complaint is economical with the facts.  Long before she starting writing threatening emails we had sent her and other travelers on the same trip a huge trip credit which she likely received before writing that she was being ignored.  The refund matches the terms & conditions clearly outlined in the attachment above.  We have since responded to two more email from this relentless lady.  She already enjoyed complimentary benefits, not part of the original package with our compliments such as a luxury stay at the fabled *********** in ******* that were given to her for free before she started the trip.  One remembers the old adage about no good deed going unpunished which seems to be the case here.  We are certain if you question her you will find she has had the huge credit for some time.

  *****************, Vice President

   

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20570524
  
  I am rejecting this response because: 

  It is the response from the business that is incorrect with the facts. There were no threatening emails sent to the business by me. Rather clear, factual emails with a stated request were sent and ignored.  The only response to my emails on this matter was to my first email, acknowledging its receipt.  In that only response from UJ, the word pleasant was used to describe my message. NO other responses were sent by UJ.

  
  That UJ provided incorrect dates, false advertising and knew this is not covered by the terms & conditions of their contract.  The documentation I submitted that shows that UJ knew the dates of the trip and that they were not changed. The complimentary hotel stay does NOT negate matching the advertised dates and itinerary of a tour barring the external circumstances as covered in the contract.  And, UJ regularly, including for the trip I took, offers so-called complimentary amenities as well as discounts to fare-paying passengers.  This does not negate UJ meeting responsibilities including for the trip dates which was 1/10 shorter than what UJ advertised and sold.

  
  NO trip credit of ANY amount was given to me in any form including via letter or email up UNTIL this response to BBB.  Now, and ONLY now, has an attachment with a so-called credit been sent as an unsubstantiated document.  There is no letterhead, no date, and, no sender or recipient information and few details in this attached certificate of credit. The document could be written on any program by anyone.  It would be very easy for UJ to claim that this is a false certificate or not applicable at their convenience.  As importantly, this credit does NOT in any way address UJ significant error for trip dates and handling on the completed trip.
  Ignoring factual emails from a customer, writing aphorisms rather than addressing facts, making false statements and attempting to tar a fare-paying passenger does not show good faith or reasonable handling by UJ for any fare-paying passenger.

  This newly issued, unsubstantiated, questionably valid certificate of credit can by kept by UJ.  My original request for the refund still stands.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/10/2022

  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.

  We recently (August 29 to Sept 6, 2022) took a tour named "Wonders of the West" with Uncommon Journeys. Part of the trip that was printed in their travel brochure was breakfast the last day at ************************ in **************. When we arrived at the hotel the tour guide left in a rush and failed to make sure the breakfast and rooms for some of the guests were paid for.I inquired directly to the tour company office about the breakfast bill and which was for $43.89. I received an initial email stating I would be reimbursed for the amount. After the reimbursement did not show up on my credit card i sent a series of email back to Uncommon Journeys (***************************) inquiring about it. The last response I received was that they were checking in to see why it had not been processed. Uncommon Journeys has ignored my recent follow up email inquiries. The Company owner, *******************************, has ignored my inquiries and refused to answer me. The breakfast in question is listed under Day 10 in the published travel brochure.

  

  Business Response

  Date: 10/21/2022

  Your records are not up to date.  The customer that filed this complaint over a hotel mistake regarding a $45 breakfast has since written you to save he received his refund.  I can send you ao copy of his note to you.  I was out with ***** and had the refund to him within two days of returning to work.  So please check your records

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2022

  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 booked a trip with them for my husband and me on 5/08/21. I called to cancel on 02/09/22, knowing I would have to forfeit $1500, but expecting to receive the remainder of what I had paid, which at that point was $5039. This trip involved several modes of transport--to date I have received $1819 from ****** and $1362 from Cunard Lines. I am still owed $1858 from Uncommon Journeys.I asked about the progress on this issue on 02,/21/22 and was told it would be about 6 weeks. I followed up again on 03/01 and was informed there had been "a computer glitch" and the cancellation had to be reprocessed. I called again on 03/28 and was told the call would be returned asap. On 04/05 I sent an e-mail informing them that I still had heard nothing and felt "they had been extremely lackadaisical in the handling of this matter and quite disrespectful in the lack of communication", asking when I could expect the refund. On 04/18, I sent a copy of that e-mail to the owner of the business, advising that I had yet to receive a response, nor a refund. On THE SAME DAY, I received the following response: I will follow up with Cunard Line today on the refund and will advise you the moment we hear from them. IT IS A BIT RICH FOR YOU TO COMPLAIN. HAD YOU JUST GONE ON THE **** YOU BOOKED, RATHER THAN CREATING WORK FOR EVERYONE BY CANCELLLING, THIS WOULD NOT BE AN ISSUE WOULD IT. YOU WOULD BE RECEIVING YOUR TICKETS SOON AND SAILING AWAY. AS EVERYONE ELSE WHO SIGNED UP AROUND THE SAME TIME IS. ARGUABLEY BOOKING A **** AND THEN CANCELING IT IS THE LACKADAISICAL AND CARELESS PART. With Best Regards, *****************. Sales and Operations.This is an incredibly insulting response and suggests that no one ever cancels a trip with Uncommon Journeys and ignoring the fact that they are charging $1500 for this "privilege".I have heard nothing further and of course not the rest of the funds due me.

  

  Business Response

  Date: 05/27/2022

  Hello and thank you for forwarding this to us. Putting aside that everything we told the customer was accurate, that if she had just gone on the trip as scheduled, there would have been no refund, no angst, no crankiness, no communications with BBB, etc., the customer has overlooked a few key points.  We offered a full credit plus a 10% premium for a total credit of $5539 the very day she cancelled if she actually planned on traveling anywhere in the future.  It was completely unrestricted: any trip, anywhere at any time in any price category.  This is vastly more generous than what 90% of travel and tour companies, airlines and cruise lines are offering.  The customer declined this instant credit.  

  We said we would issue cash refunds to her credit cards but as is the norm since the pandemic it would likely take ***** days to hit her credit card.  Despite this caution, she had the bulk of her refund within 30 days of cancelling.  I show the final refund was put through on May ********************************************************************* the next.  This final payment was, as we had cautioned, within the 90 day window.

  So we did everything we said we would do, in the timeframe we indicated or quicker only to have her complain when again, she was offered a credit of 110% of the trip the same day she chose to travel.  I daresay she is the unreasonable party in this, not us.  

  Please do not hesitate to contact us should there be any other questions.  Hopefully she will not cancel her next trip with whomever she books it and will learn that by actually traveling it is a much happier and fulfilling undertaking.

  Customer Answer

  Date: 05/31/2022

   
  Complaint: 17219579
  
  I am rejecting this response because:  I disagree that "everything we told the customer was accurate".  The only 2 people I spoke with were *************************** and another man in their office.  They never mentioned a ***** day time for the refund.  I was first told on Feb 9th it would be 6-8 weeks (***** days), so I was anticipating hearing something around Apr. 9th.  When I called to check again on 2/22, I was told about 6 weeks.  On 3/01 I learned there had been a 'computer glitch" and the cancellation had to be reprocessed, so another 6-8 weeks. On 3/38 I was unable to speak with anyone, but told the call would be returned.  Finally on 4/05, almost 8 weeks since my initial request to cancel, I sent an e-mail expressing my frustration and asking again when i might get a response.  It wasn't until after I sent a copy of that e-mail to the owner of the business that anyone responded--somone named *****************, with whom I had NEVER spoken-- with the most insulting e-mail imaginable:  IF I JUST HADN'T CANCELLED, THERE WOULDN'T BE A PROBLEM, AN ISSUE, WORK FOR THEM, AND WE WOULD ALL BE HAPPY.  
  

  With the filing of the complaint with the BBB, I am suddenly advised that I was offered a full credit plus a 10% premium, totaling $5539 for any trip, anywhere, any time ON THE *** I CANCELLED. This is a complete fabrication.  There was no such offer, either orally or in writing at any time.  And to consider this a "full credit" ignores the $1500 fee they charged for doing me the favor of cancelling the trip.

  I am at a complete loss as to why a company with whom I had gone on two previous rather pricy and very enjoyable trips would be so nasty.  No one with whom I have shared this story can believe they sent an e-mail starting "It is a bit rich for you to complain."

  While working on my response, I checked my credit card and see that a refund of $1859 was posted on 5/28, a mere 15 weeks after my initial cancellation request.

  I am relieved to see that.  What I would really like in addition is an apology for the undeserved and totally unprofessional treatment to which I was subjected.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/03/2022

  This is beyond crazy.  She admits she has a full refund as promised, she claims it took 15 weeks, we warned that it would take 13 (90 days), but now she wants an apology for wasting everyone's time, including BBB's, writing that she is still unsatisfied.  

  We do not record calls but I have no doubt she was offered a full credit on a future tirp they day she chose to cancel.  This would have waived her $1500 penalty so it is pointless for her to bring this up NOW.

  Yet again, had the simply traveled, all of this would have been avoided.  We would  like an apology for her wasting so many people's time over and over.  But know better than to ask.

  Again, she has a full refund as we promised, has costs hundreds of dollars in time and wages in responding to this tale of woe and had she taken the trip, this would have been avoided.

  Customer Answer

  Date: 06/10/2022

   
  Complaint: 17219579
  
  I am rejecting this response because:

  I don't know who is writing the Uncommon Journey responses, but I doubt I have ever talked to him/her.  They admit they do not record calls and as I have already stated, there never was an offer to provide 100 % plus in travel credits.  Now I am being advised that in addition, the $1500 cancellation penalty would have been waived.  Obviously I would have been a fool not to accept these generous terms.  THEY WERE NEVER MADE.  In every response the false claims increase--soon I expect they'll tell me I also turned down a suite upgrade on the ship!

  I don't believe I will ever get the well-deserved apology for the incredibly disreputable treatment I received.  And if $1500 wasn't enough to compensate for "all the work" I've forced them to do, they must pay an incredible hourly rate to their employees.

  Sincerely,

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