ComplaintsforCustomer Service Network Group, LLC

Online Travel Agency

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Initial Complaint
07/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called today attempting to reserve a cruise and the representative was very rude when we asked about options and hung up when we asked for a supervisor. The recording while waiting on hold indicates that information is available for travel options at gocrv.com. There are no options available. I would like for someone to contact me who can actually respond to questions rather than be condescending when questions are asked.
Business response
07/19/2024
We are contacting you regarding the above referenced file. We apologize for any inconvenience. The guest was contacted and questions answered. A direct phone number was given to call back when ready to book travel. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
07/20/2024

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.

Sincerely,

*****************
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
CLUB WYNDHAM gave us 2 free nights at a *************. (CSNG) told us the hotel we had to stay in. The only option we were given was a super 8 (4 stars) for Wisc. Dells. When we arrived at our hotel (not in ****, dells but Portage wisc.)it was so dirty black mold in the tub, food smeared on the walls, musty, it was horrible. We left and had to paid for 2 nights at a clean hotel. So our 2 night free trip ended up costing us 2 nights hotels and $72.98 Now CSNG charged our **** card $72.98 for taxes and fees for them. I do not care if we get the 2 nights free back, but I want my $72.98 back. I do not want them to scam other people.They say no refund.
Business response
07/08/2024
We are contacting you regarding the above referenced file. Gocrv.com is a fulfillment center and doesnt own or manage any hotels. We apologize that your experience was not a positive one. We had put in a report to try to receive a refund and had not heard back yet. As a show of good faith, we have contacted the guest and refunded the monies paid to our company.We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
07/09/2024

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.

Sincerely,

*****************************
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
i got a getaway select choice of vacation from sundance vacations when they came out to talk to me about upgrading a package with them. the paper they gave me is for gocrv.com and when i went on and did everything and called them i had to wait on hold for a very long time to get someone on the phone to explain how it all worked to me and i got someone who had a attitude about answering questions i had. than when i picked the 4 day 3 night mini vacation i had to wait over 2 weeks to get the phone # to call the reservation **** and ask questions. once i got the # and called after waiting on hold for over an hour someone got on the phone and was very rude and was ******* me. i asked them if they can look in a certain area for a hotel for the dates i was looking for and they put me on hold for a while and got back on and said they didnt have anything. i asked them to look at a different place for a different date and they gave a attitude and said they can only look at 1-2 places and i would have to call back and start all over if i wanted them to look up more places or dates. i said you want me to call back and wait over an hour again to ask someone to do their job and look up dates and places when i have you on the phone already? that makes no sense at all. they said yes its their policy to do 1-2 searches per a call. i asked where a website or something is so i can do it myself since per their policy i have to waste hours calling to only have them do 1-2 searches. they said there is no website that you have to call and do it with a person. i asked for a manager cause that policy is unfair and i got hung up on. i called back and the same thing happened again with a different person so i asked for a manager again and was told there are no managers and i would have to call again to have them do more searches. everyone i spoke to was very rude and short and didnt want to help with anything. I am not at all happy with this company!
Business response
06/25/2024
We are contacting you regarding the above referenced file. We contacted the guest and explained that in order to keep the hold time down, the reservation specialist will review the destination and travel dates requested and make an offer. On this call, travel was confirmed. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
06/25/2024

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.

Sincerely,

*************************************
Initial Complaint
06/13/2024
Complaint Type:
Product Issues
Status:
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.
While on Vacation we were offered $150 in rebate for viewing their property and hearing their advertisements for buying property in Hilton head **************. We followed the prompted steps to get our rebate money in the mail. And never heard back then when we call to look into it. They said the voided our rebates. And then just keep hanging up the phone when we call to speak to someone.
Business response
06/15/2024
We are contacting you regarding the above referenced file. Gocrv is a fulfillment company, obligated to fulfill based on the written terms and not responsible for information given by another company. We contacted the guest to review the offer, which not only requires each coupon to be sent in separately,at least 30 days apart but the receipt must be dated within 30 days of the postmark, neither which occurred. As a courtesy, we are processing one of the coupons. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company is a complete scam. They made me wait 14 days to get a refund through a check by mail, once I deposited the check my bank declined it due to the check being invalid!! I Still haven't received my refund and no one has taken the time to call me to assist me. They completely scammed me
Business response
06/15/2024
We are contacting you regarding the above referenced file. We apologize for the issue with the refund check. The check has been voided and a new check has been sent via **** We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As a new member of Bluegreen Vacations, we were 'awarded' a 'Fly With Me' Roundtrip coach Airfare Certificate, offerered by GOCRV.com..Problem is: the Certificate requires an online application utilizing a '9-digit Certificate number'WHICH IS NOT PRESENT ON OUR ISSUED CERTIFICATE!When we call: ************: impossible to talk to a LIVE agent; only asks for 'Certificate Number'IS THIS BOGUS?????
Business response
06/15/2024
We are contacting you regarding the above referenced file. Gocrv is a fulfillment company and not the company that offers or distributes the incentive. We contacted the company that distributes the gifts and one was distributed to the guest. We tried to reach the guest and left a message and sent an email with instructions on how to redeem as well as a call back number for future questions. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
06/17/2024

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.

Sincerely,

*************************
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was awarded a certificate of travel on cruise I paid deposit it expires June 13 I was not able to travel. They said i would be refunded 7-10 business days after mailing in my letter and no refund been waiting cannot call anyone since certificate is expired its no longer in system
Business response
06/11/2024
We are contacting you regarding the above referenced file. Our records show that the refund request letter was received on 5/26/24 and processed Once processed, an email is sent that states to allow up to 30 days to receive. If the guest had called the customer service number, a recording would have said that the offer was cancelled and transferred the call to customer service. We do show calls, however the customer didnt stay on hold for the next available representative. We received a voice message and an email was sent which included the check number and date mailed. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After I booked this trip on a recorded line I was told to keep all Receipts for the trip and I would get a refund of 150 and 100. I have only Received $150 check. I have not gotten the $100. Everytime I call its a scam and im hung up on. They wanted the Original receipts that the have Received and I want my money. They are lying and scamming. I have copies of over $300 in dining and I want what I was promised on a Recorded line
Business response
05/28/2024
We are contacting you regarding the above referenced file. We had received and processed one of the rebates, which was processed and a check mailed. If the second one was mailed separately, we have not received it and are not responsible for the mail. The comments are unfair as we took care of the one received, as promised. We made an exception to the terms and sent payment for the second one and check #******* has been sent. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
05/31/2024
waiting on check to come will let u know when and if it comes and im able to cash it... But offers was sent,,, email and phone contact does not work for the company once you travel they are zero help.
Customer response
06/05/2024
I did receive the check. Its been cashed.
Both offers was mailed, I have copies of all Receipts sent.
it is very hard to book with this company and once I did book I was still on edge ans stressed if it was going to really be a room after a 12hr drive.
I paid all fees, I sent both offers. I have copies of everything. Once I contacted the company as to where my checks was at they was super rude or it was very hard to speak to anyone after your stay. I devise anybody to perceive with caution.
If it wasnt for the BBB I would have lost $100 I was owed.
I honestly believe its a scam and Id hate to know how many famlies they have ripped off with their business... I was told on the phone the offers had to be mailed different days, I have been told so many lies. Just to beat around the **** to get my funds back!!!
No one should have to file with BBB and fight for what was promised to them on a recorded line. Beware!!!
Just let it be known you will more then likley have to find for the offers you are promised

Customer response
06/12/2024

Better Business Bureau:

I did receive the check. Its been cashed.

Both offers was mailed, I have copies of all Receipts sent.

it is very hard to book with this company and once I did book I was still on edge ans stressed if it was going to really be a room after a 12hr drive.

I paid all fees, I sent both offers. I have copies of everything. Once I contacted the company as to where my checks was at they was super rude or it was very hard to speak to anyone after your stay. I devise anybody to perceive with caution.

If it wasnt for the BBB I would have lost $100 I was owed.

I honestly believe its a scam and Id hate to know how many famlies they have ripped off with their business... I was told on the phone the offers had to be mailed different days, I have been told so many lies. Just to beat around the **** to get my funds back!!!

No one should have to file with BBB and fight for what was promised to them on a recorded line. Beware!!!

Just let it be known you will more then likley have to find for the offers you are promised

Sincerely,

***************************
Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I attended timeshare presentation with BlueGreen Vacations and this was the vacation voucher given to me. After paying the $50 processing fee, they write to you about making a couple of selections WRT location and dates. However, on the registration form there is nowhere to enter your selections, so the only way to know your REAL choices is to make a call. It only took about 90 minutes for someone to pick up the call, another 45 minutes for them to search their "live catalog" and tell me I need to pay about $700 more in fees, and another 30minutes for their resolution department to finally offer cancellation. They sent an email "Mailing Address Verification" to confirm the address they will use to issue the account refund. I mailed back the signed letter on April 10th, but still waiting for my check. Looking at the other complaints here, it is obviously their modus to BAIT-AND-SWITCH, and/or promise a refund and never deliver that. I want my money back.
Business response
05/08/2024
We are contacting you regarding the above referenced file. We disagree with this complaint. Gocrv.com is a fulfillment company, obligated to fulfill based on the written terms. The terms are clear that the processing fee is non-refundable and that the fees are based on the requested travel destination and dates. This guest requested a high demand destination and date and were quoted the fees associated with the request. An exception was made to refund the non-refundable deposit and the authorization form was emailed. Unfortunately, we dont have a record of receiving this form, however, as requested, we have processed the refund and a check will be mailed to the address on file. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
05/04/2024
Complaint Type:
Customer Service Issues
Status:
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.
I won a free hotel stay through them, sat through a 3 hour seminar where they tried to get me to buy things from them, finally left with my free getaway packet only to find out their website doesnt exist, so i can not register the voucher to use them. I have called customer service but they are always conveniently closed or hang up due to high call volume. I have been trying for 5 & a half months to get these registered and my time is running out to do so. Seems like they conveniently do this on purpose so they dont have to pay out for the stays they give away. They also ask for $150 non refundable deposit for a "travel agent" when you have to go online and pick your own destination and hotel and book everything yourself.
Business response
05/08/2024
We are contacting you regarding the above referenced file. We object to this complaint. Gocrv is a fulfillment company obligated to fulfill based on the written terms. We are not the company that marketed this guest or where they attended a seminar. Our certificate and web site are clear that the offer is not free. Our web site, gocrv.com does exist and the guest can visit gocrv.com, enter the certificate number and register the offer. The $150 deposit is refundable if travel is not confirmed. It is easy to reach our customer service ***** during our business hours of Mon Fri,9:30am 5pm EST. We have tried to reach this guest to assist, however when we called and introduced ourselves, the call hung up. We called back and left a message and sent an email, both included a direct call back number. At this time, we have not heard from her. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.

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