ComplaintsforExecutive Tour & Travel Services Inc.
Vacation Certificates and Vouchers
Additional Complaint Information
Customer Complaint:
Most complaints concern the promotion of the vacation by third party marketers who fail to explain the terms and conditions of the offer including limitations and costs.
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Complaint Details
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Initial Complaint
02/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I won a 3 day/2 night stay at one of their ** locations. I asked for ********* in April 2024. I activated my certificate December 2023. After several emails and phone calls, I finally got an email in mid-Feb stating they had emailed me that my requested dates were not available. That was a lie. I checked all my emails. I never got anything from them, and asked for a copy of said email No response. I called at least a dozen times, left several voice messages. I even tried to change the dates to October 2024 since I will be on vacation there at that time. Still nothing. I talked to a human one time in over 2 1/2 months trying to get straight answers, or a confirmation of some sort. At this point, I'm asking for a refund of my $50 (that does not include the $15 I had to pay a different company out of ******, ** just to get the darn certificate mailed to me!). This is by far, the worst travel company I have ever had the displeasure of dealing with.Business response
03/24/2024
Attached is proof that she was sent a not available notice and proof that she was refunded. She did a charge back with her credit card and we accepted it. She was refunded.Business response
03/24/2024
attached everything.Business response
03/25/2024
Sent 3/24/2024 4:21:03 PMAttached is proof that she was sent a not available notice and proof that she was refunded. She did a charge back with her credit card and we accepted it. She was refunded.Customer response
03/27/2024
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. this company finally sent back the $50 that they owed me for their fraudulent charges. I see a credit on my account. Now, I did dispute this charge through my credit card company. I do not know if this credit if because of the dispute, or if it is actually a refund from ETTSI. Nonetheless, I got the $50 back. I am still out the $15 they charged me to mail a certificate to me.
Sincerely,
***************************Business response
03/28/2024
We did not charge her the $15. She might want to go to the company that gave it to her for what she paid them. The $50 was not fraudulent. She gave us her credit card to pay her activation fee. We gave her the refund because she asked for a refund.Business response
03/28/2024
She did a charge back with her credit card. She was refunded. We were going to refund her because her dates were not available. However, she initiated the charge back with her card so we accepted it.Initial Complaint
01/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Did a timeshare tour was promised a 2 day free vacation (Lie) we booked one was charged $100 and never got either.When we realized it was a scam we followed their refund policy by mail to no avail! I am sorry to bother you with this trivial nonsense but I hate getting scammed and they prey on older people and tourists who just let it go. Im hoping you can help! Thanks!Customer response
02/07/2024
Thank you ***** for trying to contact this company I appreciate it! Obviously it is a scam I would like to do anything I can to help tourists in the future not be scammed how are they still allowed to be in business?
Thanks!
****
Business response
02/26/2024
I apologize for the delay in responding. The email that these were going to was not monitored. However, it will be monitored going forward. This customer has 2 separate files. We were in constant communication with both files. One under ******************* and one under *****************************. *********************** dates were not available and we sent him email communication stating that. I will have a refund issued for the $50 that he paid. ***************************** was booked and confirmed. We sent her many emails regarding this. She is eligible for her refund after she completes travel. I will go ahead and mail ************** his refund check of $50.Business response
02/26/2024
Here are the attached files showing communication.Customer response
02/27/2024
Date Sent: 2/7/2024 6:52:51 PMThank you ***** for trying to contact this company I appreciate it! Obviously it is a scam I would like to do anything I can to help tourists in the future not be scammed how are they still allowed to be in business?
Thanks!
****
Initial Complaint
01/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Date of transaction was 07/17/2023 I was on vacation in ********* and agreed to a vacation of a lifetime for which I agreed to pay $40 on through Westgate Resort. Since dealing with Executive tour and travel, I have been getting the run around with them and believe they are trying to stretch out my time period which will automatically void me from receiving the refund that I have been requesting for over one month. I have been lied to about dates and information and even been called a crazy w**** when asked if I could explain why I no longer feel comfortable with my vacation being sponsored by such a unprofessional company that lacks integrity. I am submitting this report so that other consumers dont fall into the trap that I am currently in while playing the waiting game with them, being talked to like I am nobody and being given false information.Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They refuse to refund me deposit after lying to me about the hotels and the actual stay.Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This Is Really Getting Out Of Hand . Staff Here Are Very Soulless, Nonchalant Just Flat Out Don't Give A F*** About Helping Their Customers. Im Still Waiting On My $50 Deposit Back From September 27th 2023. The Voucher States Refunds Will Be Received Within 60 Days. Its Been Well Over!! Its Going On 90 Days! Nobody To Get Answers From. Representative States Theirs No One Else I Can Talk To. This Place Is A SCAM!Business response
02/27/2024
This customer was refund by check number ****** for the amount of $50. Please see attached. It was mailed to them on 12/11/23Initial Complaint
12/18/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I was told that we could use a certificate we got for September **** by my travel agent, and when I was trying to discuss this with the agencys rep to set up the reservation, the lady on the phone kept cutting me off was very rude to me saying that the travel agent I got the certificate from doesnt work for them so they dont have to follow what she says and I was just trying to clarify what had happened and where the misunderstanding had come from. They were argumentative and rude, kept interrupting me and talking over me. Claimed they couldnt hear me, and that I was breaking up yet would answer my responses like they could hear what I said and needed to argue. When I tried calling back for a manager, I got the same rude woman pretending that I was speaking to a manager because I wanted to complain about how disrespectful she was on the phone, and yet again, she urged to just send the refund and not go through them rather than allow me to ask questions or comments on how the customer service was lacking and appalling. I would rather pay full price for a hotel than have to go through this company. Theres no reason that they needed to treat me with such disrespect as I was not speaking to them disrespectfully I was just trying to clarify what I was told. That woman has no business being in customer service. If you have the option to go through another travel agency, I would take that other option. The headache and a disrespect is not worth going through this company. I want a refund as I paid $100 deposit and $15 certificate activation fee $50 fee for the reservation that they claimed they couldnt honor.Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My experience is basically the same as others complaining. I called to ask questions about the vacation options, and the customer service rep was very rude, she talked over me, and she says she wasnt answering my questions. She was only willing to accept additional monies for additional nights. Its been 70 days since I sent a certified request for refund, and they signed for it on October 6. Ive received no response. My phone calls ring up to 20 times with no answer or auto disconnect. I should have read BBB first, but since I got the certificate as a prize from a car dealership, I assumed it was legit.Initial Complaint
11/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I attended a presentation with Westgate resorts and was given a voucher for a "Vacation of a Lifetime" for my time. It was to provide me with a 2 night, 3 day stay at a hotel in one of the listed cities. When registering the voucher with Executive Tour & Travel Services, ***** I was told to provide a $50 refundable deposit, which I did on June 21, 2022.. I was provided a form to complete to request the location and dates of my stay. I submitted this form numerous times, and every time I did, I was told that those dates/locations were not available. However, if I was willing to attend another "presentation," they could find room for me. When I said I did not want to attend another one, they refused the request. After I submitted a variety of date/location options throughout the year, I reached the expiration date for the voucher. I requested a refund of the $50 deposit, as outlined on the documents provided. I received an email that I would receive a check for $50 within 60 days. That email was dated July 17, 2023, and I have not yet received a refund. I have reached out to the company, and they have not acknowledged any of my attempts to reach them.Initial Complaint
06/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I called 386-255-3393 on 6/8 at 8:19AM CST for general questions regarding the reservation process. The rep I spoke with was so rude that I couldn't believe I was speaking to someone in customer service. She was very short, had an aggressive tone, and began to cut me off when I tried asking questions. I told her that I didn't even get my question all the way out, and she responded saying, "Are you having a bad day??" She then informed me that she was having a bad day. Shocked, I told her that she was being rude and she responded saying, "Oh." I asked to speak with a supervisor and she cold transferred me back to the automated system. I waited on hold for over an hour before being transferred to Maria who cold transferred me to "manager" Lauren. Lauren was slightly helpful but still didn't seem to care. Don't do business with this company! They don't care how they speak to customers and take no accountability for their agents conduct.Initial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a travel certificate for a free 3 day 2 night stay through ETTSI. There were mandatory fees that would be charged and you have an option to pay $99 for additional nights. I wrote a check on 2/27/23 for $169.24 and the check was cashed the day before my trip on 3/29/23.I understand that the $49.24 is non-refundable as it states that, however, i am asking for the extra night with taxes to be refunded back to me. They do tell you that they will place you in a standard motel but the motel that I was placed at was absolutely disgusting. I had to do a timeshare presentation and even my guide was shocked and disgusted that ETSSI would place anyone there. I found out that the location was a COVID housing motel for the homeless during the pandemic. There was mold, mildew, the was door old, the tub was sinking in and I could go on and on. I had the 3 day and 2 night certificate (certificate number ***********************) and i paid for an extra day, however, I left after one night because of the nastiness. I fully understand not receiving the booking fees back but I called to request my money back for the extra night with taxes since i did not stay there. The representative was totally unemphatic and said its a really nice motel and I should have taken pictures. When I went to check out even the front desk associate said "you don't have to explain, we know" The fact that I paid for a service/room and couldn't get it due to unsafe/unhealthy conditions is not fair for a refund. They said they work with a 3rd party agency and they charged for the stay. They had me me wait a month before I could even receive an answer. When i asked if i can speak with the booking agency I was told No. They were dismissive of my concerns.
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Contact Information
Customer Complaints Summary
41 total complaints in the last 3 years.
20 complaints closed in the last 12 months.