ComplaintsforThe ROAR Center

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I follow a financial influencer named ******* ****** on Instagram. In December 2022, he promoted a sponsored 100+ millennial trip to Israel scheduled for November 2023 (***********************************). The trip, organized by ******* ****** and facilitated by "ROAR Tours Inc," cost $4700, with an additional $350 for travel insurance through AIG. On 1/9/2023, my best friend and I registered for the trip, opting for a payment plan of two equal installments (3/25 & 6/25), completing the payment in full by June 2023. Unfortunately, on 10/10/2023, due to unforeseen work obligations, I had to cancel my participation in the trip and could not disclose the specific reason to the traveling group due to my clearance level and nature of my job. However, I was able to provide an unclassified work letter (which was needed for the insurance claim). Around the same time, the situation in Israel escalated, leading to the eventual cancellation of the entire trip by the traveling group (ROAR Tours). On 10/20/2023, a zoom conference call was conducted by ROAR Tours and ******* ******, addressing updates, insurance claims, airline information, and the cancellation of the trip, officially confirmed on 10/25/2023 due to unforeseen circumstances. Instructions were given to those with insurance to follow specific procedures since the policy covered certain circumstances. On 11/1/2023, a message from ROAR Tours (Point of Contact: Renee Hill) indicated that El Al airline would reimburse $1,500 for airfare (minus a fee). Numerous attempts to contact ROAR Tours and ******* ****** for guidance, updates, and a refund have gone unanswered for months. Additionally, efforts to file a refund claim were repeatedly denied by AIG, citing exclusion clauses related to the timing of insurance purchase and war-related circumstances. The lack of communication has added to my frustration and concern of fraud/scam and any assistance your division can provide will be greatly appreciated!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  A financial influencer named ******* ****** sponsored group trip to Israel scheduled for November 2023. The trip was facilitated by "ROAR Tours Inc" (Contact: ***** ********), cost $4700, with an additional $350 for travel insurance through AIG. On 1/9/2023, I registered for the trip, opting for a payment plan of two equal installments (March 25th & June 25th). Unfortunately, on 10/10/2023, due to unforeseen work obligations, I had to cancel my participation in the trip. Coincidentally, around the same time, the situation in Israel escalated, leading to the eventual cancellation of the entire trip by the traveling group (ROAR Tours). On 10/20/2023, ROAR Tours and ******* ****** held a Zoom call to officially cancel the trip and provide guidance on how to file insurance claims. On 11/1/2023, a message from ROAR Tours (Point of Contact: ***** ****) indicated that El Al would reimburse $1,500 for airfare (minus a fee), with a processing time of up to 60 days. On 8 January 2024, ROAR Tours informed the group of a potential delay, citing a timeframe of 60-120 days. Despite attempts to seek clarification on this timeline, ROAR Tours has not responded to emails or calls to date. In fact, no company address or points of contact can be found. Efforts to file a refund claim were repeatedly denied by AIG, citing exclusion clauses related to the timing of insurance purchase and war-related circumstances. Despite providing a notarized statement validating the work-related necessity for my absence during the planned travel period, the claim was rejected. Numerous attempts to contact ROAR Tours and ******* ****** for guidance, updates, and a refund have gone unanswered for months. I kindly request your assistance in investigating this matter and facilitating a resolution. The lack of communication from ROAR Tours Inc. and ******* ******'s team has added to my frustration and concern of fraud/scam and any assistance your division can provide will be greatly appreciated!

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a travel package through Roar Consulting in January 2023. We were scheduled to travel to ****** in Nov. I paid my deposit and travel insurance in January. I made monthly payments starting in Feb until September which was my made payment. The war happen in ****** and they did not want us to cancel. I advised we wait to hear from suppliers. Eventually on Oct 25, 2023 they officially canceled and told us we all have to file separately to get a refund. We filed as a group so the ********************* continues to deny my claim for reimbursement due to not receiving payments to after the war started. I can not reach ROAR for help. I leave voicemails and emails. But at this point they should handle the claim due to me purchasing it through there agency. My credit card wont reimburse due to time being past 181 days.

  Customer response

  01/19/2024

  Roar answer by email on Jan 9. We spoke on the phone Jan 10. I attached the email.  I have not been able to get a response sent I let them of my concern. He stated he was on vacation and the office did not respond due to not knowing what to say. He said he would handle my claim personally and that other people have received reimbursement. *** continue to deny the claim and have all the wrong dates and information no matter the number of times I have put in an appeal. 
  

  Roar states the reason they canceled the trip was for civil unrest in our destination city with 30 days of travel and officially canceled on Oct 25, 2023. Which outline in the policy for reason to cancel. 
  

  *** states it is denied due to the insurance being purchased on Oct 14 and the issues in ****** happened Oct 7. They policy was not in effect before so I dont know if they would be liable and not sure why they would approve insurance if they know it was not in the right timeframe. 
  

  I have requested an appeal numerous times due to Roar stating everyone needs to file claims on their own. Each time I haves filed my claim my address , dates, email, and other crucial information has been changed to a different traveler. 
  My concern is I paid for insurance in January 2023 and begin purchasing for my trip in January with down payment and insurance deposit. 
  

  If they delayed purchasing insurance until Oct 14, would they be responsible for refunding my travel funds for not purchasing insurance timely? 
  

  I need assistance with my next steps and to inform others not to book with this agency. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Myself and 200 other people paid Roar Tours ***** dollars to go to ****** in 2023. This trip was to include airfare, hotel accommodations, tours, and food throughout the trip. The trip was officially cancelled by Roar Tours on October 25 2023. They have stated they will not be giving a refund despite the fact that they canceled the trip. When asked about vouchers to go on the trip at a later date, this question has gone unanswered. At this current time multiple emails and phone calls have gone unanswered in terms of how one could go about obtaining a refund. The only information we have received was for our airfare. However, supposedly they requested a refund for us and thus the airlines is unable to give us a refund or voucher as well. When asked about when we will receive the refund for the airline, this request for information goes unanswered. They have refused to disclose to us information on the hotels we were supposedly booked at to allow us a chance to see if we can receive a refund from the hotels. When asked to provide documentation of where our money went to, and how much each itemized item cost, this also goes unanswered. Unsure of what to do at this time as they have not answered emails or calls within the last month. I have records of the cancellation as well as a receipt from them stating the trip was paid in full

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I registered for an ****** trip with ************************* through ROAR Consulting/*********** company that was supposed to take place Nov ****, 2023. Two of us signed up, and both made monthly payments of $536 each from February through August 2023. On 8/31, I ended up having to having a medical situation and requested a refund since I bought insurance. Initially they would respond to calls and emails, now they are no longer doing that. I have requested an update/refund via phone and email several times since they stopped responding in October and have not heard from them. I have even attempted to contact ************************* since he set this whole thing up and he isn't responding. He is the one that set this all up and he will not respond either.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I registered for a ****** trip from 11/5-11/14 w/ ***************************. This was promoted on all of his platforms. Upon signing up, I completed the application via Docusign, paid the $500 deposit on 12/11/2023, selected the pay in full option which was paid on March 2, 2023. Through the months leading up to October, I had asked for the booking code/e-ticket number (my most request was 10/4 via e-mail) which was never sent to me. The ceo of ROAR tours, *******************, created a Telegram group chat which included approximately 30 of the 150 travelers overall. Members of the group chat were able to post initially. On 10/7, the air strikes began in ******. ***** sent a message stating she was waiting to communicate with her ******* partners etc. I along with others responded with clarifying questions and she replied again on 10/9 with the same message now telling us to check our emails. The same verbiage was sent via email. I and others continued to ask question, guidance on next steps including refunds. ***** adjusted the setting so that we were no longer able to write in the chat and deleted everyones comments except her own. On 10/11, after a fellow traveler posted under ***************************** Instagram page, *************************** posted a prerecorded video in the Telegram chat stating the trip was cancelled. On 10/9, I expressed my safety concerns and made my initial request for a refund having noted other travel groups and airlines issuing refunds (i.e. ******************* who was scheduled to travel 11/7-11/17 - ****************************************. I asked for an update/refund on 10/12 and have not heard from them. No one has ever received the trip itinerary although we have asked. We didn't get any kind of policy information. The company and ************************* had a zoom meeting on 10/20 where they stated they would not be giving refunds for those flying with El Al and that they are not a travel agency but a consulting company so they are unable to provide other options for travels.

  Customer response

  10/24/2023

  The owner has stated that her name is ******************* in all communication but I've done some research and found that her name is likely ***************************. The contract referenced Roar Tours *** but I was charged for the trip by Roar Consulting Group. See attached images for the addresses associated with both companies.  

*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. ↩