ComplaintsforCustomer Service Network Group, LLC

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After a horrible experience with ******* Time Shares in ******* *******, we were given a certificate for a "promotional" week in a Wyndham resort. After paying the required $150 and putting in a request for two alternate dates for a location, I was then instructed to complete online registration which I did. I was then told to contact the phone number to speak to a representative. I was on hold for 2 hours on the first day that I called. The second time that I tried, the auto response stated that they were too busy and to try the call again. I waited another day and called again. Same response. This is the NINTH TIME THAT I HAVE CALLED ON NINE SEPARATE DAYS to speak to a representative to finish booking this trip! It does not matter what TIME of the day I call, this is the resulting response. The result is still "we have a higher than normal call volume. Please call back again later."My certificate number is ********* I believe that this is most likely a scam and I am TICKED OFF!Thank you for helping me either get this week BOOKED or get my $150 back.

  Business response

  04/21/2022

  We are contacting you regarding the above referenced file. We apologize you had difficulty in reaching us. We acknowledge that we are experiencing extraordinary high call volume with varying degrees of customer concerns related to their future travel plans. The company made the decision in 2020 to extend customers certificates so that they wouldnt be penalized because travel was disrupted from COVID-19.  We now have new customers contacting us with questions and to book travel,customers who had travel cancelled calling to rebook, as well as the customers holding certificates for the past 3 years calling to use their offer.  Our agents are spending the time necessary to address each individual customer concern and to ensure everyones satisfaction and safety.  We have contacted this guest and travel has been confirmed to her satisfaction.  We have been fulfilling travel since ****, having traveled thousands of satisfied guests.  We take pride in our business and efforts in satisfying our customers travel needs.  For any questions, we can be reached Monday - Friday 9:30am -5pm EST at  ************.Customer Service Network Group has closed this file.

  Customer response

  04/23/2022

   
  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

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has scammed me into paying money up front for a 3 day cruise. Once I was not able to book a cruise and guidelines have changed, they said I could transfer my cruise option to land option. I have only pay $50 more to convert to a 7 day land. I have paid and not trying to attempt to book the trip with multiple people and not one time has it been successful. They say they have to put me on "hold" to check into my package and never return. This has been an estimate of over 20 attempted phone calls of being hung up on, being re routed and being sent to the wrong ***** who then gives us a non working number. The company is fake and does not book any trips. I want my FULL refund of original payment of $200 and additional $50 spent being fooled into believing to convert to land which now is not found on my file?

  Business response

  04/21/2022

  We are contacting you regarding the above referenced file. We apologize you had difficulty in reaching us. We acknowledge that we are experiencing extraordinary high call volume with varying degrees of customer concerns related to their future travel plans.  *********** made the decision in 2020 to extend customers certificates so that they wouldnt be penalized because travel was disrupted from COVID-19.  We now have new customers contacting us with questions and to book travel, customers who had travel cancelled calling to rebook, as well as the customers holding certificates for the past 3 years calling to use their offer.  Our agents are spending the time necessary to address each individual customer concern and to ensure everyones satisfaction and safety.  The other comments are not true.  This customer chose not to use the cruise offer and gocrv offered an alternative land offer so that the traveler still had a travel option.  We reviewed the reservation call where the customer was offered both a 3 night and a 7 night and the customer chose the 3 night offer and only paid the monies for a 3 night offer.  The customer was contacted, where we offered to either book her travel, as per the terms or to refund the monies paid to us.  The customer chose the refund,which has been processed. We have been fulfilling travel since ****, having traveled thousands of satisfied guests.  We take pride in our business and efforts in satisfying our customers travel needs.  For any questions, we can be reached Monday - Friday 9:30am -5pm EST at  ************. Customer Service Network Group has closed this file.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won a free 2 night stay at a Wyndham resort. I registered with gocrv.com and paid $50 deposit and chose trip location and dates. I received an email a week later to call a number to confirm dates and finish with reservation. Ive called numerous times with either holding for hours or pressing option for a call back. Never a follow through. The line always states they are experiencing high call volumes. At this point I just want my refund.

  Business response

  04/12/2022

  We apologize you had difficulty in reaching us. We acknowledge that we are experiencing extraordinary high call volume with varying degrees of customer concerns related to their future travel plans.  *********** made the decision in 2020 to extend customers certificates so that they wouldnt be penalized because travel was disrupted from COVID-19.  We now have new customers contacting us with questions and to book travel, customers who had travel cancelled calling to rebook, as well as the customers holding certificates for the past 3 years calling to use their offer.  Our agents are spending the time necessary to address each individual customer concern and to ensure everyones satisfaction and safety.  The customer has been contacted and requested a refund, which has been processed. We have been fulfilling travel since ****, having traveled thousands of satisfied guests.  We take pride in our business and efforts in satisfying our customers travel needs.  For any questions, we can be reached Monday - Friday 9:30am -5pm EST at  ************

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After doing a presentation through Wyndham as an incentive we received a 2 night 3 day stay certificate and paid out deposit, now its time to book the room you cant get in touch with anyone. Ive been waiting 3 days! I want my room or my money back!

  Business response

  04/11/2022

  We are contacting you regarding the above referenced file. We apologize you had difficulty in reaching us. We acknowledge that we are experiencing extraordinary high call volume with varying degrees of customer concerns related to their future travel plans.  *********** made the decision in 2020 to extend customers certificates so that they wouldnt be penalized because travel was disrupted from COVID-19.  We now have new customers contacting us with questions and to book travel, customers who had travel cancelled calling to rebook, as well as the customers holding certificates for the past 3 years calling to use their offer.  Our agents are spending the time necessary to address each individual customer concern and to ensure everyones satisfaction and safety.  This customer was contacted on 3/31/22 that we were ready to confirm travel.  When speaking with this customer, she was requesting travel for the next day.  Our terms are clear that we require a 45 day advance notice.  In order to satisfy this guest, we made an exception to our stated terms and travel has been confirmed.  We have been fulfilling travel since ****, having traveled thousands of satisfied guests. We take pride in our business and efforts in satisfying our customers travel needs.  For any questions, we can be reached Monday - Friday 9:30am -5pm EST at  ************. Customer Service Network Group has closed this file.

  Customer response

  04/11/2022

   
  Complaint: 16997038
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  04/11/2022

  NO ONE has contacted me since November of last year. I did FINALLY get a call back in April 2022 and they said the only thing they can do is open the dates again and nothing happened 

  Business response

  04/22/2022

  You are correct that no one contacted you in November and not until March and that is because we followed the terms of the offer.  You did receive the offer in November, however it wasnt registered on gocrv.com until December 29th and it wasnt activated for travel until March 24, 2022, the day the deposit was paid. Our terms are clear that once the deposit is paid, an email will be sent within 14 days inviting you to call us to book.  We spoke with you on March 31st,where you requested travel outside the required terms of the offer, travel date 45 days in advance.  While you did enter 4/9/22 as one of your travel dates back in December, you chose to wait until March to pay the deposit, negating the dates already entered. We then contacted you on 4/8/22 and made an exception to our terms and confirmed your travel for 4/9/22.  Your response says we didnt do anything and that is not true; we confirmed your travel outside of our written terms and conditions.  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  GOCRV.COM will not answer my calls. I've left my number and called for the past two weeks for a one week cruise that I requested. I can't book flights if I don't know the port of departure and itinerary. I've already submitted vacation time from work. The cruise was suppose to be scheduled for May 1st 2021 yet I cant reach a representative.

  Business response

  04/11/2022

  We are contacting you regarding the above referenced file. We apologize you had difficulty in reaching us. We acknowledge that we are experiencing extraordinary high call volume with varying degrees of customer concerns related to their future travel plans. The company made the decision in 2020 to extend customers certificates so that they wouldnt be penalized because travel was disrupted from COVID-19.  We now have new customers contacting us with questions and to book travel,customers who had travel cancelled calling to rebook, as well as the customers holding certificates for the past 3 years calling to use their offer.  Our agents are spending the time necessary to address each individual customer concern and to ensure everyones satisfaction and safety.  This customer was contacted and travel confirmed, to his satisfaction.  We have been fulfilling travel since ****, having traveled thousands of satisfied guests.  We take pride in our business and efforts in satisfying our customers travel needs.  For any questions, we can be reached Monday - Friday 9:30am -5pm EST at  ************.Customer Service Network Group has closed this file.

  Customer response

  04/14/2022

   
  Complaint: 16996809
  
  I am rejecting this response because: after being informed by the representative that I would receive my booking number email within 72 hours and not receiving it Now it is Thursday following the conversation from the Friday of last week. I've checked my email every hour and my spam folder yet I get survey email requests. Also I have another certificate from the same company for a 2 night stay I cannot reach anyone for that as well. Certificate number for that is *********. I paid another 360 dollars last Friday being told I would get a booking number email for the cruise certificate within 72 hours. I was told we have to register within 14 days before the cruise and today is April the 14th before the scheduled May 1st cruise departure.  
  
  Sincerely,
  
  ***************************

  Business response

  04/21/2022

  This guest was contacted and confirmed receipt of the confirmation email and acknowledged the monies paid were for an upgrade requested and accepted.  This guest stated he would inform the BBB of this information.  Customer Service Network Group has closed this file.

  Customer response

  04/23/2022

   
  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

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was unable to take my trips due to a complicated pregnancy and the global pandemic restricting travel. I have been unable to reach someone by phone. I have waited on hold for hours, had the call disconnect several times. I have mailed letters as a last resort. I received one letter back saying I will receive a refund check in the amount of $100 to my original address on file, however, I had already told them I am no longer at that address and $100 is a small percentage of what I have paid this business (just shy of $1000.00!). Three months after receiving that letter, I still have not received anything. I have tried to reach back out and no response. This company is very unprofessional and a scam. I just want my money back because I have received absolutely nothing from them.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/20) */ We are contacting you regarding the above referenced file. We contacted the guest and reviewed that the deposit refund had been processed and a check was sent to the address on file; which is an old address. This check will be reissued and an exception was made to refund the non-refundable deposit. The $150 was the full amount we have received and is being refunded; any other monies paid were to a different company. We have been fulfilling travel since 1990, having traveled thousands of satisfied guests. Any questions regarding the above referenced file, we can be contacted Monday - Friday 9:30AM -5:30 PM EST at 954-687-0482. Customer Service Network Group has closed this file. Consumer Response /* (2000, 7, 2021/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They delivered the appropriate refund due on their end and advised that the remainder I paid was actually to a partner of theirs, not their company.

*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. ↩