ComplaintsforEntertainment Benefits Group LLC

• Initial Complaint

  10/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First time using tickets at work booked two hotels one hotel ******* hotel in Tampa was a complete disaster there were roaches there were a moldy smell that they said they only thing they can do is put air fresheners to cover the smell i have tried calling several times to get the refund because they said the only way to get my refund was nothing anti check out early and then I’ll see a turn around in 1-3 Hours those one to Three hours have now turned into 4 days smh I am Pregnant I am overwhelmed there is no way this is my first experience so I checked out and got another hotel the clarion low and behold there’s roaches in this motel omg this can’t be life I can not take it the the third party they are booking with is ******* and no one is willing to help Me they make u pay up front knowing these places are a disaster I paid 618$ up front to stay on hell this review will Not let me Upload a video but I have done pictures one pic is from ******* hotel n the other is from clarion everyone one is refusing to help me even tho my refund has been approved on top of all this my hotel is stated to be refundable and I haven’t gotten anything leaving me and my family stranded at the wrongs time I am Highly offended and disappointed No refund nothing

  

  Business response

  10/18/2023

  As a 3rd party this booking comes from a hotel supplier. We have to reach out to the supplier who has to reach out to the hotel if the money is not returned to them. We actually called the hotel and even sent a personal email to the hotel to advise if the guest can be refunded. The managers approved the partial refund to which the customer will see in 1 to 3 business days. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased Disney Tickets. Order #************* ******** and Order #************* *******. The dates were wrong on the ******* order so I called and Dannis advised to cancel the orders and repurchase them. I was told they would issue 95% credit and I would have to call back with my new order # to get the additional 5% credit. I called immediately on 9/15/23 with my new order **************. $2603.13 to receive my other 5% and spoke with Charles. Everything was fine until I realized that I never received my additional $127.81. I then chatted with Estuardo G****** on 10/3/23. He said that the original request did not go through because the call was disconnect. (Not True). He gave me a new #****** and said the credit would be issued in 2 or 3 days. I chatted today for one hour and got no where. I was told they were working on it.

  

  Business response

  10/15/2023

  We reached out to the management team at Undercover Tourist and the refund was applied. The customer will see that refund on 3 to 5 business days. Thank you. 

  Customer response

  10/16/2023

  
  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

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2 way tickets for my son back in June 2023 from TicketsatWork.com the airline canceled the return tickets because of some emergency so they reimbursed it to the 3r party ( TicketsatWork) and now since June ticket at work keeps giving me the runaround asking me for my credit card information every time I call them and never deposited the money

  

  Business response

  10/10/2023

  We apologize this happened and we are sending this over to Trip Planet who handles all flights. This was sent to a manager who will reach out to the customer to see what all can be done. We are the 3rd party for this booking but will have the main company reach out to the guest. Thank you. 

  

  Business response

  10/11/2023

  As we stated before as a 3rd party this booking comes from **** ******* We spoke to a manager there who advised us this:

   

  Hello,
  
  Thank you for the email. For some technical reasons with the payment, we were unable to process the refund on the same card, we have requested the guest to provide us the PayPal information so that we can process the refund. 
  
  I will let you know once the refund is processed.

   

  Per this statement they either reached out to the guest or spoke to the customer to try and resolve this matter. 
  
  
  

  Customer response

  10/23/2023

  Date Sent: 10/21/2023 6:37:44 PM
  Company has reached out to me after so many runaround they have reimbursed me thank you ?? 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased what I thought to be stadium tickets on October 6th, because the tickets were misrepresented as a row on the sellers page. When I got the tickets in email it was stated that the tickets were for parking only and would not get me into the stadium. I requested a refund the same day and the seller is refusing. It's an unacceptable business practice to misrepresent a product. The attached emails show a timeline and the representation of the company misrepresenting tickets as seats by labeling their row.

  

  Business response

  10/11/2023

  As a 3rd party these tickets come from our reseller section of Preferred Access. We reached out to the seller for a refund, and they advised the tickets stated parking and denied our request. As a 1-time courtesy we took the loss and refunded the customer in full. He will see the refund in 1 to 3 business days. 

  Customer response

  10/11/2023

  
  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. It is still an unacceptable practice by the 3rd party seller, and that 3rd party seller should be held accountable for their deception.
  

  I added a screenshot of the 3rd party's deception (ticket listed as row GA, but is parking only), in case member deals would like to pursue the 3rd party vendor.

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

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a payment for a hotel stay to ************ of $766.98. The attached detailed receipt shows that this amount was implied to include Resort Fees if applicable (see highlighted, and "fees" charge at bottom of TAW receipt). Upon check-in, I was informed by the hotel that I still owed resort fees and was charged $116.79 in mandatory resort fees by the hotel. Non-disclosure of these types of mandatory hotel fees at the time of the original booking with TAW is unethical and illegal in California. I would not have booked this stay through TAW if the additional fees were disclosed at time of booking. I am asking EBG/TAW to refund the $116.79 I paid to the hotel for resort fees that were implicitly included in the $766.98 booking fee I paid to TAW. I will initiate a small claims case to recover this in San Diego Courts if needed.

  

  Business response

  10/10/2023

  As advised in our agreed terms of sale we are not held responsible for any resort fees the hotel may charge. We are the 3rd party and all bookings come from hotel suppliers as well. However, due to the guest being a returning customer we went ahead as a courtesy and refunded him the $116.79 that we are hoping to recoup from the hotel. This is still a loss on our end but as a goodwill gesture we are doing this. He will see the refund in 1 to 3 business days. 

  Customer response

  10/10/2023

  
  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

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased tickets through undercover tourist for universal studios. I purchased them for the wrong date. When I called them to have the date changed they stated I would need to call universal studios which I did. They told me that they do one time date changes but because undercover tourist used their **** card and their email they could not change the dates. This company acts as a representative of universal studios and yet they used their info not mine. I called undercover tourist back and they again said that I needed to contact universal studios and I told them I did and they said they couldn’t do anything. I told the they could do something but we’re refusing. They offered to send a request for a refund but they didn’t know if it would be approved. This is super shady business all I wanted was a date change which universal studios would do but undercover tourist would not! They are very deceptive. I would never again use them!

  

  Business response

  10/07/2023

  We appreciate the opportunity to speak.  If guests have any questions or concerns regarding changes to their tickets, they can contact *** for further assistance. In this case, since the ticket is listed as non-refundable on the *** website, changes or cancellations cannot be guaranteed. However, as a one-time courtesy, the team member offered a refund to the customer.
  
  I noticed that a refund request has already been submitted to the partner. It typically takes about three business days to fully resolve refunds for this product, but we refund the guest in full once approved. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My recent experience at the **** ***** **** Hotel in Waikiki was marred by deceptive pricing practices. In July, I made a reservation through GOVX/MEMBER SERVICES that explicitly excluded any mention of a resort and also a cleaning fee,. The terms clearly stated this exclusion during both the reservation process and on my confirmation. However, when I attempted to rebook the same reservation, a new line appeared, stating, "An additional resort fee charge of $259.49 will be charged at the hotel at check-in. Please contact the hotel with any questions or details about this fee." This sudden and unexpected inclusion of a substantial resort fee was not only misleading but also left a bitter taste in my mouth. I was also charged an additional $100 for a cleaning, also not divulged clearly when I made my original reservation. Such misleading pricing practices are unacceptable, and I intend to dispute this charge. I will also bring this practice and issue to the attention of relevant government and consumer agencies.

  

  Business response

  10/04/2023

  As a 3rd party this booking comes directly from the hotel supplier. As advised in the agreed upon terms of sale before buying the hotel we advised we are not held responsible for any fees that the hotel may charge. This includes resort fees to which the supplier may or may not list upon check out. We highly suggest a guest checks with the hotel to see what resort fees, parking, and rental fees are before getting there. Enclosed is the terms of sale the guest should have read and clicked on before booking. 

  

  Business response

  10/07/2023

  As a 3rd party this booking comes directly from the hotel supplier. As advised in the agreed upon terms of sale before buying the hotel we advised we are not held responsible for any fees that the hotel may charge. This includes resort fees to which the supplier may or may not list upon check out. We highly suggest a guest checks with the hotel to see what resort fees, parking, and rental fees are before getting there. Enclosed are the terms of sale the guest should have read and clicked on before booking.  As a courtesy, which is a loss on our end, we will give the guest a $100 credit voucher emailed to the guest to use on our website besides other gift cards. However, keep in mind hotels especially out there in Hawaii will charge resort fees and other fees we are not held responsible. 

  Customer response

  10/09/2023

  
  Complaint* ********
  
  I am rejecting this response because: it is illegal under the FTC to allow booking a hotel without disclosing all fees upfront, as admitted by the seller. This is rejected since I haven't received a full refund of fees paid. This matter will also be forwarded and brought to the attention of the Federal Trade Commission.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 3 Broadway tickets from EBG / Working Advantage. I was emailed a voucher for the tickets to present at the will-call office on the day of the show. I presented the voucher, but the will-call office did not receive any order or ticket information from EBG/ Working Advantage, so the will-call office had no tickets for us to pick up. EBG/Working Advantage did not provide the service/product as purchased so I am seeking a full refund. I have contacted EBG/Working Advantage for a full refund. The last I heard was my issue required escalation due to the show event already having occurred. On the attachments, my girlfriend's name ******** ******* can be seen. I put the voucher in her name since she was going to be the initial member of our group to arrive at the theater to pick up the tickets.

  

  Business response

  09/30/2023

  As a 3rd party we apologize these tickets did not work for the guest since they come directly from the venue. We went ahead and sent this over to the actual partner and since we are still waiting on a answer we went ahead and refunded the customer's card in full. 

  Customer response

  10/03/2023

  
  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

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A reservation of two nights (9/2 and 9/3) was made through ************* for Four Points by Sheraton Allentown Lehigh Valley ($155.36 per night; $310.72 total; reference number, 32322404). The reservation was refundable through 8/31. Since we had a change of plan and could only stay for one night, we called *************. We were advised to keep the reservation and call the hotel to notify them of this change and were advised to submit a receipt (with front desk person’s name) after the stay to ************* to request a refund. We contacted ************* twice prior to 8/31 and made sure that we had consistent advice from the customer service. To formalize our reservation, we contacted the hotel and spoke with the on-site manager that we would only stay for one night prior to 8/31, and the manager made the change in their hotel system. As of mid-September, 2023, we have requested a partial refund of $155.36 for a single night (from the 7/30/2023 transaction) and were denied three times. For the first denial, they stated that a receipt was not received by the customer service team, and we stayed at the hotel for two nights, which is not true. For the second request, ************* stated that they could not issue a partial refund because we made modifications to the reservation after we had checked in and they were charged for two nights, which is also not true. At this point, we contacted the hotel and spoke with the manager, and the manager (Mr. R***) confirmed that the system only reflected one night of stay, and the hotel had only requested a fee of one night from the third-party vendor. The manager agreed to send an email as a proof that we only stayed for a single night and only charged the vendor a single night. This proof was submitted along with the original receipt, and yet it was denied again for the third time citing that we must abide by the terms and conditions.

  

  Business response

  09/26/2023

  Our supplier reached out to the hotel and they were unable to locate the manager for authorization. However, we went ahead and refunded 1 night to the guest. He will see the refund in 1 to 3 business days.

  Customer response

  09/27/2023

  
  Dear 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 as long as the specified amount for a single night of stay is refunded.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  While booking a Hotel Reservation at The ***** Hotel South Beach Miami. I notice in the important information section it states the Resort fees cleaning fees and other Taxes were included in this price. when I called Working Advantage, I was advised that resort fee was not included. I was told the hotel can ask me for an extra resort fee upon arrival. I would like to know why this information is not given to the customer in advance?

  

  Business response

  09/12/2023

  We apologize but as a 3rd party these hotels come from a hotel supplier. Once the room is booked as advised in the agreed upon terms of sale it is considered a final one. When it comes to resort fees some of the hotels will state in before booking the room and other will not. We highly recommend the guest calls the hotel to check what the fees are for parking and resort as on certain days it can vary. As advised in the agreed upon terms on buying the hotel we are not held responsible for any extra fees the hotel may charge. We are attaching the terms that the guest agreed to and if they can provide us a proper order number and resort fee bill we can see if anything can be done but there is no guarantee as we are not held responsible for these fees. 

  Customer response

  09/12/2023

  
  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,
  
  ******* **********

*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. ↩