ComplaintsforEpik Travels

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had made vacation plans a year in advance, was promised a 2 bedroom villa at west lake in Florida. With a Waterpark a lot of extras, I was told for months to call in January 2023 to make sure it got approved by the management since it was so far out. I called in January, they then told us our hotel was all booked every resort we were promised was full, they then wanted to place my family of 6 in a 1 star hotel with nothing that was guaranteed when I signed up for the vacation package. I immediately requested a refund of the money I had already paid, they said they sent the money gave a transaction number, our bank told us it is over a month later the money never came into our account. I've tried multiple times to call back to have them send me a check instead and they keep hanging up on me.

  Business response

  03/13/2023

  March 13, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ****** *****
         Complaint ID * ******** * **** * *********
  
  Dear Mr. *********
  Westgate Resorts is in receipt of your correspondence regarding Ms. *****’s complaint. We thank you for the opportunity to respond.
  
  First and foremost, we regret to read that we were not able to accommodate Ms. ***** and apologize for any inconvenience this situation may have caused. We have contacted and confirmed with our Accounting Department that the refund for the package was processed on January 19, 2023.
  
  For us to better assist the consumer’s concerns, we have reached out to Ms. ***** directly to provide the details of this transaction.
  
  Respectfully,
  
  Michaynalda L., Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/am

  Customer response

  03/16/2023

  That bank account is closed, I told them that before they sent that. I told her to send to my debit card I have now or a check. They sent it anyways, the old bank I went to multiple times there is nothing there bc the account is closed and nothing tried to even come through. I've called back multiple times talked to a manager to have u all pull the 2 deposit back and send me a check or send to my current account. They say they can and never called back or done it. I still want my refund. Whenever I do call they refuse to put me through to management also, I just looked and found very interesting they have posted online that they have accomodations at all resorts that would fit our family, when they tried telling us they were full after a year of telling me we had our spot, and they didn't have any openings at any resort to accommodate.  They can send a check
  Complaint* ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business response

  03/29/2023

  March 29, 2023
  
  ****** ******** Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ****** *****
         Complaint ID * ******** * **** * *********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your additional correspondence regarding Ms. *****’s complaint. We thank you for the opportunity to respond.
  
  First and foremost, please allow us to clarify that as of March 28, 2023, we have responded directly to Ms. *****’s additional complaint regarding her refund. With regard to her claim about availability, we ask the consumer to understand that inventory changes can occur over time. At each property, there are two allotments of inventory: sold and unsold. Sold inventory consists of weeks that have been backed by a contracted sale in which an owner is contractually bound to pay the Homeowners Association (HOA) dues. Since the Developer pays the HOA dues and taxes on all unsold inventory, he has the right to and chooses to use it to promote growth and offset costs by offering discounted vacation packages and rental stays using unsold inventory that he controls.
  
  Mr* ********* please be advised that we have responded to and assisted the consumer regarding her concerns on multiple occasions. If she has any new questions or concerns, she is welcome to contact us at the email address furnished below.
  
  Respectfully,
  
  Michaynalda L., Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/am

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