Complaints

This profile includes complaints for Entertainment Benefits Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Entertainment Benefits Group LLC

  8517 Southpark Cir Ste 300 Orlando, FL 32819-9033

  
• 

  Beneplace, LLC

  11940 Jollyville Rd Austin, TX 78759

• 

  Working Advantage

  33 Nagog Park Ste 100 Acton, MA 01720

• 

  NewYork.com

  589 8th Avenue 14th Floor New York, NY 10018

• 

  Entertainment Benefits Group LLC

  5551 Vanguard St Orlando, FL 32819

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip through plum benefits as package for a birthday trip. The package was for a trip to *** from Sept 26th to the 29th. I purchased the package and find out afterward that the hotel is for Sept 29th and the flight is for Sept 30th? Why would I have different dates on a package especially for a flight date later than my check out time. there was clearly a glitch on plum benefits site which caused this issue and they blamed me for switching the date in my flight portion with no proof of this. So basically vacation ruined and out of money trying to figure out how to get home when a package was clearly booked to avoid issues and extra charges , and this is supposed to be a employee benefit site which doesnt benefit the employee at all its a bogus website which I will never use again!

  

  Business Response

  Date: 09/30/2024

  As a 3rd party this booking was actually made through a supplier called ***********. When the customer calls the number for the flight she is speaking with them on this booking. They can definitely check their system and see if there are any errors like this to what the guest is speaking but as of now there are no issues of any IT glitch on their end. We have asked the company to re-check with the IT systems as well on the guest's behalf. We have also asked a lead or a manager at the company to give this guest a call. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22355599
  
  I am rejecting this response because: I sat on the phone for over an hour to explain what happened and allegedly was advised that a screen recording showed I went back and changed my flight to Sept 30th when I had a hotel reservation for the 29th, I asked for the video in which I was told it was going to be emailed because I also tried to recreate the trip and its almost impossible to select a different date when booking a package trip via plum benefits , I also NEVER RECEIVED THE ALLEGED SCREEN VIDEO and am 100 percent positive that plum benefits page did not refresh properly at the time of booking causing mixed match dates! This has cost more hundreds of dollars more than needed when this is supposed to be an employee based service to save money! Its ridiculous and unacceptable 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/01/2024

  As a 3rd party this booking comes from Trip Planet. Once it is booked under their terms of sale it is considered a final one. I went ahead and will add what they advised:

   

  
  I have investigated the case. Please find the below case details in brief:
  
  The Guest booked the package booking online on 10th Sep' 24.
  
  She selected Hotel check in dates as 26- Sep to 29th Sep' 24 and flight travel dates as 26- Sep to 30- Sep' 24.
  
  She called us on 29th Sep' 24 after using the hotel reservation stating that her return flight date was wrong. She either wanted us to change the flight date to 29th Sep' 24 or add one more night to her existing hotel stay.
  
  We have checked the screen recordings and found out that she willingly booked different check in dates for hotel and flight return date as it was clearly evident from screen recording that she had checked the confirmation page before booking the reservation.
  
  We have contacted the guest, *******, today. She requested a screenshot of the screen recording. We have shared the screen recording of the confirmation page,and she also agreed that it was her mistake, and she overlooked the dates.Unfortunately, there is nothing much that can be done on this reservation as the guest has already utilized the hotel reservation and taken the flights.
  
  Thanks,
  Ankit

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22355599
  
  I am rejecting this response because:
  This company is completely lying! I never stated it was my mistake on any calls and this companies calls are recorded!  They called me 2 times today trying to get me to accept $100 because they cannot get any money back from the United Flight they messed up and told me they company has to take this loss?!! Excuse me the $100 dollar loss you are trying to make me feel bad about when Im out over $1500 and The fact that you guys have continued to lie through this whole entire ordeal is insane! No one has ever shared a screen recording THEY TOLD ME IT WAS AGAINST POLICY! They provided screen shots which clearly do not show me booking my flight or hotel in different dates! It shows me searching dates for rooms and flights as a package ! And I even emailed back and stated which I will be including! On top of the screen shots why are the dates blocked out if it me switching my flight ? The company refuses to take responsibility for their website being altered , because even ****** who I was on the phone with admitted it should have been booked as a package deal but the site gives ppl an option to change dates . Also if I was in the wrong why try and offer me any money! ? I asked for $327 which was the difference in my flight since I booked it as a package and this terrible company offers me $100 when I spent over $1500 to book this whole trip! This is greed and incompetence as LIES WHICH I WILL NOT ACCEPT! 
  

  A billion dollar company lying and unwilling to accept responsibility for a package booking your site screwed up and refusing a simple $327 on the different is disgusting!!!
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 10/01/2024

  I also did Not take the flight because we were stranded with no place to stay because the flight was on the next day so we had to book a whole other flight on Sept 29th as you can see , so the flight was not utilized which is why we asked for the refund for the flight NOT USED another LIE FROM THIS COMPANY! 

  

  Business Response

  Date: 10/01/2024

  As a 3rd party this booking was booked under Trip Planet. The guest calls Trip Planet when they would need the assistance of the booking. Also, advised in their terms of sale this booking is a final one. The guest is seeking a refund to which the airline denied it per the supplier. We have sent this over to a manager there who has stated they reached to the guest on this final sale booking. 

  Customer Answer

  Date: 10/02/2024

  This company is fraudulent liars and would never be used again! 

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel reservation for 8/25/2024-8/26/2024 at ******* by *************************** 4701 **** . I went to check in around 5pm the evening of the 25th. I told the front desk woman my full name and showed her the confirmation email which had my name as well as my partner's name. She told me she couldn't find my reservation and that I needed to contact the booking agency (TicketsatWork).I called TicketsatWork and told them to cancel because she couldn't find it. They said they will submit refund request to their partner who actually books the hotels and it will take 72 hours to get a response. I didn't hear anything back so I called on 9/12/2024 and was told it was declined. I asked for them to put another request in and asked TicketsatWork to call the hotel to get the answer. They stated they can only submit via email.I called the hotel that day and spoke to ****** at the front desk and he agreed to the refund. This is unacceptable, the hotel made and error, they gave permission to give the refund and Im still stuck in the middle

  

  Business Response

  Date: 09/28/2024

  We reached out to the front desk and got the refund for the guest as ****** advised the order came in later that day and he should have not been marked at the hotel as a no-show. We apologize that happened and he is refunded back to the card in full. He will see the refund in 1 to 3 business days. 

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with ************* through TicketsAtWork starting on August 9th and ending on August 12th, 2024. I had to do a cancellation due to some health issues, and contacted the Hilton via chat support to cancel the reservation on August 7th, the last day I could cancel for the free cancellation. I was told that I would receive a refund within 30 days to the credit card I used. After a few weeks, I reached out to the Hilton Support team, and they said that they actually saw a "credit card guarantee" on the reservation, which means that I would not have been charged by the Hilton. However, the charge was deducted on my credit card.I reached out to TAW, and they said that because I didnt cancel via TAW, there was no refund issued however, they would be able to put in a ticket and make an exception, all I needed was to send over a cancellation number provided by the ******. After a day of review, they said they rejected my request due to a lack of evidence. I was told I would need to provide evidence in writing, even though they said the cancellation number would be enough. I reached out to the hotel, and learned that the reservation I had on file was under a different email address than the address I provided to TAW. They did provide an activity log of the reservation, which indicated that reservation was cancelled. I called TAW to let them know, and was told that the document would be acceptable. I called TAW over the course of an additional week for updates. By the fourth agent, I was told that the document I provided was not goo enough, and I would need an email in writing from the hotel. This is the second time theyve misinformed me. The hotel confirmed my reservation number and cancellation number via email, and I shared the thread with TAW, and was told once again that it would be acceptable. Then it was rejected again.I followed all policies regarding free cancellations, and provided all evidence that it was cancelled correctly.

  

  Business Response

  Date: 09/25/2024

  Even though the customer bought a hotel as advised in the terms of sale a final one, we reached out to the supplier who finally got us approval to refund the customer. She will see the refund in 1 to 3 business days.

  Customer Answer

  Date: 09/25/2024

   
  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

  Date:09/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used their products through the ticket at work and other foundational programs to buy tickets to different events and theme parks and other venues. For over 10 years. I have had difficulty redeeming any of these at the locations. I am always given feedback not so not so positive from the employees at the places saying you have to go to the tickets at work and the parent companies to resolve anything even to just use the tickets. This has happened in *********************************************** and local locations such as movie theaters. I tried reaching out on their website but their contact us option does not work and it does not allow for any additional input. It just has three click boxes. I heard just yesterday other people having issues with the same company when I was at a theme park. Why would this company be accredited by the BBB? Why does the BBB NOT use customer feedback in making these decisions?

  

  Business Response

  Date: 09/23/2024

  As a 3rd party all the items we sell come directly from the partner. If you buy a movie ticket it comes directly from the theatre company and also the parks we well. If there is an issue you are more than welcome to call us or email us. We tried to locate an order for this guest but cannot find one on the email sent. Thank you. 

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked hotel reservation with Beneplace through a employer portal . My credit card was charged ****** .Due to unseen circumstances i had to cancel my reservation. I called the hotel and canceled my reservation and was told they couldn't refund my money due to it being a third party but the hotel could cancel the reservation and inform Beneplace of the cancelation and then probably 72 hours i would be refunded. I called Beneplace and was on hold for over a hour and could not wait on hold any longer. It was labor day weekend. I waited after labor day Monday to call Beneplace once again to wait on hold another hour this time i spoke to a representative who informed me they would need to contact the hotel to verify the cancelation and in 72 hours after verification i would receive mt refund. I still have not received my refund. I received a email to which stated they are investigating

  

  Business Response

  Date: 09/23/2024

  A manager reached out to the guest once we were approved for a refund. She will see the refund in 1 to 3 business days.

  Customer Answer

  Date: 09/24/2024

   
  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

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction August 30, 2024 Money paid to the business $1750.00 USD What business committed to provide:- 3 x Adult - 2 Day 1 Park per Day Tickets with Lightning Lane Multipass - 2x Child - 2 Day 1 Park per Day Tickets with Lightning Lane Multipass Nature of dispute:- Tickets received were invalid as they were sent to me used and had associated names of other guests on it.Whether or not the business has tried to resolve the problem - Short answer no. It's been almost a month of waiting.- Have escalated to their CARE Management team (case number: CARE-6829773 / order number: ********). - Have followed up many times by phone and email and kept getting answers like "give us another 72 more hours" every time I called in. I called in probably 10 times and have spoken to agents, supervisors and managers. They could not solve the issue and said that Entertainment Benefits Group (EBG) their provider has not given them a response regarding a resolution. - It has been 3 weeks since the start of this first dispute on August 30 and no resolution whatsoever. - Have tried to escalate every single call and the supervisors/managers kept telling me they are the highest point of escalation and all they can do is send a follow up to the supplier. It has been the same response every call.Does the issue involve advertising?- No.

  

  Business Response

  Date: 09/28/2024

  We apologize the customer had issues with the tickets. As a 3rd party these final sale tickets come directly from the partner. We have sent the tickets off and was advised they were used. We have asked the park to investigate this matter as the guest states they had issues linking the tickets to the APP. We are awaiting a response from the actual park on this matter.

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22302965
  
  I am rejecting this response because:

  We purchased the tickets on August 30 (one month prior from today's date) as the had promised instant tickets so we can book our Disney vacation for next week. 

  On August 30th, I had called the customer service line directly and stated that these tickets were used and invalid and they said give us 72 hours. I believe I called more than 10 times within the past month and no agent nor manager is taking initiative on getting a resolution to this problem (they keep saying they are investigating over an over again and to keep giving them 72 hours). I have literally spent hours on every call trying to escalate and nothing except for "please wait" has been given to me. I don't understand why a goodwill credit can't be given after all this mess caused they the company...

  Now we are a week away from our California trip WITHOUT Disneyland tickets and because of their constant delays, I am forced to purchase a new set of 5 tickets (same exact tickets as what I purchased originally from Entertainment Benefits Group) elsewhere since no resolution after waiting a whole month has been given from them.

  This is really frustrating and I will not accept any resolution from them unless (at the very least) it is a full and complete refund to the original payment method. 

  Sincerely,
  
  Rick-William Jorge

  

  Business Response

  Date: 10/05/2024

  We have escalated this matter to the partner and a manager in our billing department called the guest a few days ago and left a message. We deeply apologize for what the guest has endured and working on a quicker resolution to this urgent matter. If the customer can kindly call this manager back it will be appreciated. 

  

  Business Response

  Date: 10/07/2024

  As a 3rd party the tickets come from the partner. We have our fraud team working with the park on this one. However, we went ahead and provided the guest a full refund and apologize someone got ahold of the customer's tickets. Thank you. 

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased *** tickets from ******************************** for my husbands 50th birthday. After waiting approximately 1 week I still had not received any tickets from them. I attempted to call several times each being on hold for over 2 hours with no answer. I attempted to email them and the response I received was generic stating that the tickets might be received the day before the event. I emailed back stating that I did not agree to having to wait till the day before the event to maybe receive my tickets and that I wanted what I had paid for. I received no reply back and having been unsuccessful in contacting anyone in person at tickets at work and receiving the generic email stating I might get my tickets the day before the event I felt this purchase was a scam. I contacted my bank and started a dispute for a charge back. During my banks research into this issue, Tickets at work stated to my bank that I had in fact received the tickets, which was a complete lie. I contacted tickets at work again thinking maybe I had missed the email that was sent to me. I was finally able to speak with a representative after holding for several hours. The representative told me that they were unable to send me tickets because they did not have any and that a third-party in which they did not know the name would be sending me the email hopefully the day before the event. I explained to the representative that that was unacceptable and I wanted the tickets that I had paid for. After requesting to speak with a manager the representative hung up on me and I was unable to discuss the issue further with them.

  

  Business Response

  Date: 09/21/2024

  The customer bought ******************** from our 3rd party Preferred Access section. This section guarantees you tickets right before game start. The actual "in hand" date for the guest to get the football tickets is on 10-27-24 but we are checking with the actual ticket broker to see if they can send it sooner. As advised in the terms of sale of agreement these final-sale tickets have a guarantee they will be sent, and the guest will be advised once we get an answer from the broker if they can send them sooner than the actual in-hand date.

   

   

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22300579
  
  I am rejecting this response because:
  The third party they have listed is Ticketmaster. I have purchased tickets from Ticketmaster many times and they never hold tickets till the last minute, even when purchasing resale tickets. I have spoken with Ticketmaster and their customer service doesnt have any record of my account being associated with any third party ticket purchase. They also informed me that all tickets in the row and section I supposedly purchase were sold and delivered to the recipients 
  Sincerely. 
  
  ******* ******

  

  Business Response

  Date: 09/23/2024

  As advised as a 3rd party Preferred Access tickets are sold by trusted sellers on our website. Also, as advised in the terms of sale the guest is guaranteed to get their ticket before the start of the game. We have already reached out to the seller to see if they can send it sooner and an average "in hand" date have been provided to the guest. For the tickets from Preferred Access here is the agreed upon terms of sale for this that the guest agreed to on these final sale tickets:

   

  Preferred Access Ticket Availability.
  All orders are subject to availability. Occasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is received. We reserve the right to replace tickets with comparable or better tickets if the originally ordered tickets are no longer available. If no alternates are available, either your credit card will not be charged at all or the entire amount charged will be refunded, and you will be notified of any such determination. We reserve the right to cancel your order and provide you with a full refund (including any Preferred Access Ticket Fees) at any time for any reason, prior to the scheduled event.
  Event Cancellation, Postponement, and other Event Changes.
  Should an event be cancelled (and not rescheduled), or should a contingent event (e.g., a playoff game) not occur, you will receive a full refund (including any Preferred Access Ticket Fees) for your purchase.
  Should an event be postponed and/or rescheduled, we will cooperate with you to resolve any issues; including, but not limited to, coordinating the delivery of any additional documentation that you may need in order to attend the rescheduled event; provided, however, that we reserve the right to cancel any orders and provide you with a full refund (including any Preferred Access Ticket Fees) if new tickets are required. Refunds may not be issued for postponed events unless they are ultimately cancelled.
  We are not responsible for partial performances, or venue, line-up, date or time changes. Refunds may not be issued in such circumstances.
  Preferred Access Ticket Promise.
  We promise that:
  You will receive your Preferred Access Tickets before the scheduled event;
  Your Preferred Access Tickets will be genuine and valid for entry to the event;
  You will receive the Preferred Access Tickets you ordered, or comparable or better tickets will be substituted; and
  If the event is cancelled and not rescheduled, you will receive a full refund.
  If you do not receive the Preferred Access Tickets before the scheduled event, please notify us as soon as possible. You are responsible for notifying us prior to the scheduled event. Should you fail to notify us prior to the scheduled event, you may not be eligible for a refund based on non-delivery of tickets. Upon such notification, we will, in our sole discretion, attempt to locate and facilitate delivery of your tickets, provide you with comparable or better replacement tickets at no additional cost, or issue you a full refund (including any Preferred Access Ticket Fees).

   

   

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22300579
  
  I am rejecting this response because:
  First, as per my previous response, these tickets were not labeled as preferred access. The proof of such from the merchants website was submitted with my last response. Second why would anyone agree knowingly to such ridiculous terms when purchasing tickets that require travel to a different coast. As I stated previously the supposed original merchant informed me that the row in the section I purchased is not available. According to the merchants terms:

  If no alternates are available, either your credit card will not be charged at all or the entire amount charged will be refunded, and you will be notified of any such determination.

  This merchant is out of their mind if they think Im going to spend thousands to travel for tickets Im not going to get since the tickets I purchased are no longer available. Alternate seats are not acceptable (unless I deem them so) as I purchased seats in a particular section and row and expect to get what I purchased. 
  

  According to this merchants own policy per their response: 

  We reserve the right to cancel your order and provide you with a full refund (including any Preferred Access Ticket Fees) at any time for any reason, prior to the scheduled event.

  Since this is within the merchants power they should just act within their reserved right and save us all a lot of headache. 

  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/28/2024

  As advised in the terms of sale these tickets come directly from sellers and brokers. As advised in the terms of sale we guarantee the tickets before game time. It is advised in the agreed upon terms of sale and the "in hand" date was given to the guest which is the day before. We are adding these terms of sale that says the guest will get the tickets before the show and the section on the website to where the customer went to that says Preferred Access. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22300579
  
  I am rejecting this response because:
  This merchant should not be selling merchandise they do not have! Period! Hiding behind some statement that people wouldnt read prior to purchase doesnt excuse this behavior! The only way I will accept the response from the merchant is to either receive my tickets or my money back. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/01/2024

  As advised in the terms of sale these tickets come directly from sellers and brokers. As advised in the terms of sale we guarantee the tickets before game time. It is advised in the agreed upon terms of sale and the "in hand" date was given to the guest which is the day before. We have reached out to the seller to see if they can send the tickets out sooner, but they are locked in for the "in hand" date to which the guest was advised. This Preferred Access section are tickets that do not come from us, and we highly recommend next time the guest reads the terms of sale on these type of tickets before buying. We will try our best to see if they will send them to her sooner as well. 

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31, I used this 3rd party company to reserve a rental car from *************** to pick up on 8/2/24 and drop off on 8/6/24. I prepaid $132.80. When I arrived (on time), the *** agent said I didn't qualify to rent the car due to credit card issue but someone in my party did. He said he was not allowed to change the name on the reservation but he could close the prepaid one, and open a new one. I advised him that I could go home and get a different card but he said it was easier to open a new reservation; advising that this happens often and once they put a note in the system to the 3rd party, they should refund quickly. We did as he suggested. I called Entertainment Benefits Group (Beneplace) the same day 8/2 to request refund. They said they had to request the refund from a 3rd party they work with, not ***, and they refused to give me a name of who had my funds. (I also had an issue w/ the man at the Fox counter overcharging me and writing a false note to Beneplace. Manager at the rental car location fixed the note, and provided an refund) After a week, I called Beneplace to follow up on the refund status of the prepaid amount and was told, it was closed due to the comment that the man from *** wrote. Beneplace acknowledged the new/updated note from *******, the manager at ******* rentals approving the refund, so they opened a new case. I have gone back and forth with this company numerous times with no resolve. Each agent says there is no response from their 3rd party that has my funds and I must wait another 72 hours. Each 72 hours I get an email saying, they have no info. When I speak to managers, they say they have no access to contact anyone else, they cannot tell me the name of the 3rd party they work with, & they tell me to contact Fox Car Rentals. When I did, they say they approved it on 8/6, Beneplace has my money and there is no reason they should be holding my funds. It's been almost 2 months trying to resolve this.

  

  Business Response

  Date: 09/21/2024

  As a 3rd party this booking comes directly from a car supplier. Once it is booked it is a final sale. If there was an issue with the car or ID the booking due to the terms agreed can be cancelled and no refund will be given. We did reach out on this non-refundable booking and the refund was denied even though the customer states the front desk was okay with a refund. We have a manager looking into this and is checking to see what all can be done but this request is not a guarantee as it was initially denied before. 

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22300350
  
  I am rejecting this response because:
  
  I was advised by Beneplace that many customers have been refunded when they do not qualify for a rental at the counter and they did not understand why it was taking so long for me to get a refund.  Why the discrimination against me, but other customers have gotten the refund? 
  

  I tried contacting Beneplace before the counter opened a new reservation but the **************** phone # for ********************** offered an approximate 8hour hold time. Unacceptable amount of time to wait for assistance. 

  I was advised that the initial denial was due to the notes the agent put in the system. I clarified this with the manager, *******, at the location & she confirmed this note was invalid and incorrect. She updated the note; a few weeks later, another Manager **** confirmed and sent another note stating it was no fault to myself, the customer. 

  Your agents requested a breakdown receipt of what I paid the car rental to be sure that the refund Beneplace would reimburse was not extras, but specifically what I prepaid. The receipt was provided. In turn, I requested to know what additional fees & taxes were that Beneplace charged and your supervisors could not answer. It only said fees and taxes. No one knew. I asked the tax amount that was being charged, they told me to call the government to ask what the taxes were. In ********
  

  I would appreciate if you could kindly assist in the refund of services that I did not receive. Thank you! 

  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 09/28/2024

  As a 3rd party this booking comes directly from the car rental supplier. Once it is booked it is a final sale. All taxes and fees on our end are agreed from the guest at the time of the booking to which all terms of sales are agreed to and what need to be paid during car pick-up. We are investigating this matter with the car rental supplier to see if we can get a different opinion than the refund was denied. If the manager was okay for a refund the supplier has not gotten one as of yet. 

  

  Business Response

  Date: 09/30/2024

  The manager of the supplier okayed a refund, and we took care of it today. The customer will see the refund back to the card on file in 1 to 3 business days. 

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get my hotel reservation date changed with ************ ****************, I have been going in circles on which company to contact as I have been told different things. But my reservation was booked through Beneplace(EBG) Booked on 9/13/24 within minutes I realized I booked the wrong date of 9/29 instead of 9/28. Called to try and change, was told they would have to cancel my booking and submit a refund claim. I explained I do not want a refund just want to change my date as I will pay the addition cost for the date change as the date I need is more than the date I booked. Received email back on the 16th said my claim was denied for refund but states in the email I can "modify the date within this year's duration with the hotel directly. I call the hotel they tell me they cannot modify due to 3rd party. Call Beneplace back- now they need an email from the hotel, called ************* customer service to be told I would have to contact Expedia Affiliate program, can't contact them as I am not a travel business owner, I am a customer. I am at a loss as to how to get the email I need from the hotel to get my date changed as it states in the email I have attached with this complaint that I was sent- I can get changed within this year. This is very misleading and very sketchy. I even used some of my rewards points for this booking I don't want back I just want my date changed. They claim in the email to have contacted the hotel partner a few times for a penalty waiver and was unable to do so, I don't believe this to be true. How can they get a denial if they could not contact the hotel partner, but also claim that I can modify the date myself per the hotel, but when I called the hotel directly they said they cannot make any adjustment due to it being 3rd party- how did they come to this conclusion that the hotel can modify my date, when I was specifically told something different from the hotel and Choice customer service themselves.

  

  Business Response

  Date: 09/18/2024

  As a 3rd party this booking is non-refundable. Our supplier reached out to the hotel to see if they can modify the date, and it was denied. They are asking for something in writing as the request was denied which is still not a guarantee. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22299165
  
  I am rejecting this response because:

  I have been told this, but I do not know who the letter has to come from, and I can not get a straight answer who I am to request a letter from, as the hotel my booking is with (comfort inn) and the chain company(choice hotels) of the hotel have both told me they can not send a letter it has to be from the 3rd, which my understanding is expedia I called expedia and they gave me your information.  Also, why does the email state I can modify my date with the hotel and when i talked to them they can not make any modifications due to being booked with a 3rd party (you) which is what I am trying to do, I don't want a refund.  I want to know who to contact to get this "letter" so I can "modify" my date like the email I was sent said could be done.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/21/2024

  We apologize but as a 3rd party this booking is a non-refundable one. If the hotel refunded the supplier, they would be able to see that refund. Our supplier already reached out to the hotel at least 3 times to the refund was denied for the hotel. 

  

  Business Response

  Date: 09/21/2024

  Looks like one of our managers took care of the guest as a courtesy and refunded her for the Pocano Mountains. 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22299165
  
  I am rejecting this response because:

  I have recieved an email letting my know that they can issue a gift card for the amount I paid for the reservation.  I have responded back that I would like to move forward with this so I can change my date, and very much appreciate it.  But I have not heard back from EBG letting me know how to reviece the gift card to use it.  No refund was given.

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/23/2024

  The hotel denied the refund and as advised of the terms of sale this is a final one. However, due to manager preview we will take a loss and provide a credit voucher on what the customer paid to rebook or rebook for something else on our website except gift cards, flights, and cruises. 

  Customer Answer

  Date: 09/23/2024

  EBG has sent me the gift card that they said they would be sending.  I still didn't get clarification as to how I was supposed to modify my dates through the hotel I booked with a letter that was to be sent.  But I do appreciate the money I spent back to rebook the hotel on the date I needed to modify the original booking to. 

  Customer Answer

  Date: 09/24/2024

  Date Sent: 9/23/2024 4:20:56 PM
  EBG has sent me the gift card that they said they would be sending.  I still didn't get clarification as to how I was supposed to modify my dates through the hotel I booked with a letter that was to be sent.  But I do appreciate the money I spent back to rebook the hotel on the date I needed to modify the original booking to. 

  Customer Answer

  Date: 09/24/2024

  The company wouldn't have to take a loss if they would had just help me understand how to get a letter to "modify" my date as the original email I was sent from Beneplace stated the hotel said I could do.  But I appreciate the gift card to rebook the date needed which I have already done and paid the difference through EBG.

  Customer Answer

  Date: 09/24/2024

  Date Sent: 9/24/2024 6:32:02 AM
  The company wouldn't have to take a loss if they would had just help me understand how to get a letter to "modify" my date as the original email I was sent from Beneplace stated the hotel said I could do.  But I appreciate the gift card to rebook the date needed which I have already done and paid the difference through EBG.

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I did book my flight from CMH to HYD (*****) on working advantage website. there were connecting flights so the first flight is from cmh to *** I did board the flight and reached *** and the next flight is to ******* and the flight got delayed for more than 6 hours and finally got cancelled at 4 am in the morning I was sleepless and then later united gave me a flight but even that got cancelled the next day so I was left in an aiprot in some other state now when I ask for refund they just gave me partial refund saying they don't want to give full refund and they speaking rudely. I did dispute with my credit card bank chase they did give a partial refund and then the travel agency rebilled me $220.88. i want complete refund based on the new ***** law on complete refunds on canceled flights.

  

  Business Response

  Date: 09/17/2024

  As a 3rd party this booking comes directly from Trip Planet. We sent this flight matter over to them as they are the company the guest is calling to see about a refund. We are asking for a lead or manager to reach back out to the guest.