ComplaintsforCustomer Service Network Group, LLC

Online Travel Agency

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Initial Complaint
05/03/2024
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 fraud they issue after 90 minutes presentation for free 7 days in the hotel at that time no mention of any fees when you book with them they charge $100 for booking then charge $745 for resort fee and taxes on a 2 star hotel in ** when you call the hotel a bout resort fees and taxes they said all those charges are not for them you end up pay $144 a night which its a price discount with the hotel hotel is saying they get bulk from them selling them to consumers as a free 7 days charge consumes as a hotel resorts fees and taxes which you still have to pay at the hotel for taxes and fees very misleading advertising when you cancel with them the same day with in 2 hours of booking they said its non refundable they lock you in when you are booking no mention at all that is not refundable all the booking has to be over the phone not website for you to see what you are getting and never mentioned of non refundable there phone is always busy with up to 2 hours of hold time when you call very very fraud company
Business response
05/08/2024
We are contacting you regarding the above referenced file. We completely disagree with this complaint. Gocrv.com is the fulfillment company,obligated to fulfill based on the written terms and conditions, and not the company that marketed this guest for a presentation. The terms and conditions, on the certificate and web site, clearly state the offer is not free and once confirmed, it is non-refundable. The certificate also states there are peak season surcharges and this guest confirmed travel for July 4th week. All resorts will charge resort fees directly to the customer and are not part of our travel offer. This guest requested to make a change on 5/3 and was contacted on 5/3 where we were able to cancel the reservation and made offers to rebook her and gave a direct phone number to call us back. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
05/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I send a letter requesting my refund to Customer Service Network Group. I sent it certified mail with a return receipt label. I received the return receipt label. Someone at Customer Service Network Group signed for the letter with a copy of my paid receipt of $100.00 dollars. I need my money back immediately. I believe this company is scamming customers. I need my money back immediately. *****************************
Business response
05/08/2024
We are contacting you regarding the above referenced file. We do not have as record of receiving a phone call from this guest requesting a refund. When we do, we send out a refund authorization form. We apologize if he sent a letter, however it wasnt received by the ***** that processes refunds.As requested, the deposit refund has been processed and has been forwarded to accounting to expedite the refund. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
05/11/2024

Complaint: 21660488

I am rejecting this response because: I have not received my check for $100.00 dollars.

Sincerely,

*****************************
Business response
05/22/2024
Check# ****** was sent *** and shows delivered on 5/17/24. Customer Service Network Group has considers this matter closed.
Customer response
05/22/2024

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.
I have received the check

Sincerely,

*****************************
Initial Complaint
04/24/2024
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.
It's impossible to get in touch with this company. I'm on hold for long wait times and no one is answering the phone. Also, they get your money first, and then, you still cannot schedule travel. You have a very short window to call them and when you call them during that small window of time, no one answers the phone. I was given someone's personal phone number to call when I complained before. That way, he would personally help me to schedule my travel. I have since called twice and he didn't answer the phone.
Business response
04/30/2024
We are contacting you regarding the above referenced file. After multiple attempts to reach this guest, we spoke with her and made a few travel offers. She stated she will call back and was given a direct phone number. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
04/23/2024
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 promised for $100 I can reserve a 5 night stay at a resort in ****************** for me and my family. After paying I was NEVER able to set a date and no one reached has called me to this day.
Business response
04/25/2024
We are contacting you regarding the above referenced file. Gocrv is a fulfillment company obligated to fulfill based on the written terms. This offer does not include ****************** as an option. As per the terms,emails were sent that directed the guest back to gocrv.com and provided the reservation phone number. The guest was contacted and an extension was provided. He will request dates and call us back. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
04/23/2024
Complaint Type:
Order 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.
In March 2024 I paid $150 fee for the save the date deposit. I then filled out the request form and now its been one and a half months later and Ive been on hold for over 30 minutes with no one coming to the phone and no offer to call me back. I am wanting to officially make our reservation for our cruise. I have no way to talk to anyone and I would like them to contact me.
Business response
04/25/2024
We are contacting you regarding the above referenced file. We are experiencing a high call volume and for the customers experience, we offer a call back option prior to 3pm EST. This guest was contacted, made some offers and will call back. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/23/24, I tried to use a flight voucher for gocrv.com. It required a $202.99 deposit to be refunded after the flight was completed, and provided up to $1050 off of plane tickets. The booking website displayed approximately 15 flight options to get to my destination and another 40 for a return flight, all on my desired flight dates. After selecting my preferred option, I entered the rest of the needed information, including billing information for the cost above what the voucher covered, but the website gives the error "Booking attempt failed due to a change in fare," or "Internal vendor error." It gave this error when I tried other potential flight options as well.I tried calling customer service. They said the system they book from is completely different from the one used by the website. They only had a single flight option available, and neither the departure or arrival dates were the ones I'm trying to book. I asked if they could connect me to someone who could assist with the website, but the customer service representative wasn't aware of any number to contact. I was transferred to the 'solutions' department. After explaining the issue, they suggested that the flights I was trying to book were no longer available. I confirmed that the website is still showing them as available. They put me on a hold as they checked into the issue, but instead hung up on me. I understand if the desired flights are simply unavailable, but they clearly are available. I would like to book one of them, or to be recompensed the voucher amount ($1050) and the deposit ($202.99) so that I can book my own flight through another source.
Business response
04/25/2024
We are contacting you regarding the above referenced file. We find this complaint to be unfair. We apologize for any IT issues with the booking site,however this guest called into reservations and his travel was confirmed. Making the agent aware so that the booking site could be reviewed, would have been sufficient. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
04/26/2024

Better Business Bureau:

Hello,

I was ultimately able to book a flight for the days I needed, so I consider my complaint resolved. However, I feel that my complaint was fair. I did call into reservations, but making the agent aware was not sufficient. I had to talk to three different people before anyone was able to offer any solutions. The complaint was made after I was told twice it couldn't be resolved, and befoee I was able to ultimately book the flights. Each flight agent had a different inventory from each other, and their inventories also didn't match the website. When the agents tried the website, it likewise didn't work for them. The only reason I was able to find a resolution was because I spent several hours being told the problem couldn't be fixed and asking to be transferred to someone who could book the needed flights.

I don't blame the business for having technical difficulties, I blame it for having no support for the technical difficulties. In the end, the website never worked, and the flights I booked were not the ones the site said were available and which I had wanted. This ended up costing me 35% more out of pocket, and are at less desirable times, albeit ones that do work with my trip needs. The system is clumsy, inconsistent, and not particularly user friendly.

All that said, I do wish to express appreciation for the last agent I talked to who did ultimately book my flights. They were extremely helpful.

Thanks,
*****
*********************
Initial Complaint
04/16/2024
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.
I have not been able to speak with someone at gocrv and I have been trying for months and at different times of the day. I never get to speak to a person. I keep getting the we will call you back message and they NEVER return my call. I am looking to make travel plans with the deposit that was easy to hand over.
Business response
04/20/2024
We are contacting you regarding the above referenced file. Our records show that this guest called us the same day she wrote this complaint, used the offered call back option and was called back the same day and a travel offer made. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Initial Complaint
04/08/2024
Complaint Type:
Delivery 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 a CRV seminar and was supposed to receive an email with my prize to redeem.I never received the email and they want a Certificate number from the email to proceed.Called ************ and received automated message requiring Certificate number.
Business response
04/08/2024
We are contacting you regarding the above referenced file. Gocrv is a fulfillment company that fulfills the incentive. We do not market guests to attend a seminar and do not distribute the incentives to the customer. We feel the customer has confused our company with the company that invited them to attend a seminar. Unfortunately, we don't have a way of knowing which company offered the incentive. Please contact that company directly for assistance. An email has been sent to the customer advising this same information. Customer Service Network Group has closed this file.
Initial Complaint
04/04/2024
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 serves as a reward fulfillment partner for timeshare presentations. I was promised a 7 night cruise for 2 for just the cost of taxes and port fess. I tried to redeem my certificate within a few weeks of receiving it. It took 2 weeks after registering for GoCRV to speak with me. I was told I had to wait. The certificate is only good for 1 year. When I tried to book a cruise I was told I had to pay almost retail price (Carnival quote was $2,300 they wanted me to pay $2,100) that is quoted on Carnival's website. The I was told to wait another 8 months and maybe more inventory will be available.
Business response
04/08/2024
We are contacting you regarding the above referenced file. Gocrv.com is the fulfillment company and obligated to fulfill based on the written terms of the offer. The terms are clear that holiday and peak season dates are not part of the offer. This guest requested peak season dates and was quoted accordingly. We contacted the guest to explain the offer and how it works and offered to assist. He declined and requested to cancel and have the deposit refunded, which was processed. We take pride in our business and efforts in satisfying our customers travel needs. Customer Service Network Group has closed this file.
Customer response
04/08/2024

Complaint: 21532342

I am rejecting this response because:

I requested to travel may 2025 which is not during the restricted dates.

Sincerely,

***********************
Business response
04/10/2024
The guest requested May 24, which is Memorial Day Weekend. The certificate is clear that peak season dates, which include all major holidays, is not part of the offer. We stand behind our original response. We did contact the guest and offered to assist in booking his cruise, which was declined. The requested refund has already been processed and the check will be sent via UPS. Customer Service Network Group has closed this file.
Customer response
04/10/2024

Complaint: 21532342

I am rejecting this response because:
On the certificate it does not list Memorial day as a restricted Holiday. Also at the time of the request this was not stated to me only that the price I was given was due to "limited Inventory" and that i should call back around Christmas and see if more inventory was available for the date requested.
Sincerely,

***********************
Initial Complaint
04/03/2024
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.
Very dissatisfied with this company so far, 2 weeks and still no travel reservation choices since paying my money. I paid on a Wednesday and followed up on the next Monday, figured May take ***** hours to review my dates and email me options. I was told on the Monday, I will have my offer details ******* Friday came and went, called and they said it would be Monday at the latest. Its now Tuesday, website still shows they are reviewing my dates.They should atleast show you hotel options when taking your money, its 2024 all the hotel websites to it. Now I feel Im being strung along, not worth the hassle or HOURS on the phone with this company. Never will I take a timeshare offer from this company, dont waste your trip!I want a refund to my card or Ill reverse the charge. Im done playing your games and work hard for my money.
Business response
04/08/2024
We are contacting you regarding the above referenced file. We find this complaint to be unfair and untrue. Gocrv is *********************** obligated to fulfill based on the written terms. This offer was registered and the deposit paid on 3/19/24. The terms state that an email will be sent within 45 days which will direct the guest back to the site and provide access to the online booking site as well as providing the reservation phone number. This guest has not received his invitation email, which is why he couldnt access the booking site. The offer and terms are on the web site can be viewed by clicking on View My Certificate. We contacted this guest and offered to assist in his booking, outside of the terms. He declined and requested to cancel and have deposit refunded, which has been processed. 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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