ComplaintsforEntertainment Benefits Group LLC

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On September 7, 2022, I purchased 4 2-day Park Hopper passes to ********** Resort from Undercover Tourist. The Undercover Tourist policy states that a refund can be requested by September 7, 2023. On July 24, 2023, I spoke with Mary and requested a refund. After not receiving a credit on my Visa card, I spoke with George on July 31, 2023 and was told that they would have to send me a check because the credit did not go through to my Visa. I was told it would take 10 - 14 days to receive the check. On August 17, 2023, I spoke with both Jose and Eric (supervisor) and was told that it would be 3 - 6 weeks to receive a check. It has been 6 weeks and I have not received a check. On September 11, 2023, I did an online chat with Estuardo who told me that I should receive a check this week, but could not tell me whether a check had been mailed. I feel that I have not received honest communication from Undercover Tourist and I would like to receive my refund check in the amount of $875.49 (they retain a 5% fee).

  

  Business response

  09/12/2023

  We apologize but normally the refund usually goes directly to the guest's card, and we understand things happen. We reached out to the accounting department and a check will be mailed out soon to the guest. We have all the guest details, and the check has already been made to be sent which is CHECK ***** issued 9/12/23. Thank you. We advise the guest to give it a week and a half depending on movement to get the check. 

  Customer response

  09/20/2023

  
  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

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I booked a trip through our employee benefits portal with ******* ********* around April 23rd, and it has been nothing short of a nightmare. We are avid travelers and are extremely organized and knowledgeable, having traveled both domestically and internationally many times a year. ******* ********* seems to prey on those who may not keep a close eye on their money, inclusions, trip details, benefits, expectations, etc. but we are not those people, and we have worked adamantly to resolve this directly with ******* ********* associates who continue to either ignore us, pawn us off on dead-end third-party resources, or flat out refuse to take accountability for the issues and overcharges that have occurred. ******* ********* as the booking facilitator is responsible for issues that occur, and while they may, unbeknownst to us (and others booking), utilize third parties to create those bookings they are ultimately responsible for mitigating issues and providing proper follow up, contact information respectively, and basic acknowledgement/redirects/escalations to proper channels and parties. We still have not received refunds for overcharges/charges for services not provided, we are not satisfied with some of the third party interactions/resolutions as they do not accurately reflect the severity of issues and trip interruptions that we experienced, and are utterly shocked that in the same email communication (when finally receiving ANY acknowledgement) ******* ********* requests information already provided numerous times while simultaneously closing our ticket out and ceasing the ability to communicate back to them. There is no direct line of communication, our documentation was not forthcoming when we booked and we had to chat into a third-party ********* rep to even get our confirmation, they have openly refused to work with the third parties attempting to assist us but also would not respond to us. We would like our refunds resolved immediately.

  

  Business response

  09/11/2023

  We apologize the guest did not have a great time on her vacation but if this was booked with ********* Vacations through our website, we would need to escalate this over to their management team. I tried to locate an order with her information on my end but cannot locate an order. Please provide us with the order number and we can see what needs to get done. In the meantime, we will try and see what we can find on our end and send her information over to the management team at ********* Vacations. 

  

  Business response

  09/13/2023

  As a 3rd party this booking was all booked with ********* Travel. We apologize that the guest was charged $400 overcharge for an airline booking. ********* Travels management team would like to see this receipt as none of the files provided show this. Can the guest provide them this overcharges fee, and we will gladly escalate this matter to them. The booking once again is booked directly to them through our platform. We have spent hours and member team time to see what all can be done for this guest. 

  Customer response

  09/13/2023

  I would like this reopened as I feel once again this scam of a company is being allowed to funnel money from people, not provide services paid for, then provide no solution and be allowed to continue to do this to people. I have provided all information requested of me MULTIPLE times. It will only allow for 5 files but you can literally see they just keep passing me around, giving me the runaround, ACKNOWLEDGING the issue and saying someone is working on my refund, but never following through. Closing our case out in the same email they’re requesting a response from us so we can’t respond. I mean what in the world. This is absolutely ridiculous and we still have at least $400 outstanding that needs to be refunded.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We reserved a hotel through their service, which I have been provided as a benefit from my employer. We reserved a hotel for our vacation, and when we got to the hotel there was a cockroach in our room, and overall uncleanliness. This is a health code issue as they clearly had a pest/sanitation problem, we requested a refund from this company yet it has been over a week and they have not issued any kind of refund, which we were told originally we would be contacted about within 72 hours. The hotel front desk was completely willing to refund us but we had to do it through Beneplace, she said, not them. We will also be contacting the health department once they open Monday.

  

  Business response

  09/11/2023

  We apologize the guest saw bugs in his room. As a 3rd party we need to reach out to the supplier and investigate this matter. While we wait for an answer and see about a possible refund we went ahead and took care of the guest. He will see the refund in 1 to 3 business days.

  Customer response

  09/11/2023

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ***************** is charging CA residents sales tax on Disneyland tickets, which is an untaxed item. I called to correct this and they claimed they’re charging me the sales tax for Orlando FL since their building is located there. I explained when an out-of-state customer orders a product or service from a business that is out of state, such as a California ********** ticket purchased in California, the only state they are responsible for paying sales tax to would be California, but in this case there is no sales tax on that item in California. They refused to reimburse me for the sales tax. As a resolution, I would like them to be prevented from taxing people on a non-taxable item.

  

  Business response

  09/11/2023

  As a 3rd party these tickets come directly from the partner. As advised in the terms of sale the tickets are final and even though we are not in California the guest was not charged a tax but convenience fees with the order. She even had the option to cancel I see in the notes but declined as she is using the tickets. We are enclosing the fee breakdown on the 2 tickets to which they are not taxes. Thank you.

  

  Business response

  09/12/2023

  The 30.00 was still noted as a fee. However, as a 1-time courtesy we went ahead and refunded 30.00 to the guest's card on file. 

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reserved a car rental to be picked up on Friday, September 1st in Syracuse, NY at 4:30 pm. My wife and I were on stand-by for this flight. When we were not able to get on the flight, we immediately called ******* ********* to let them know we would be later than the expected time that day. We also called ******* the car rental place to let them know as well. We attempted to get on the next and last flight to Syracuse that evening. When we again were not able to get on, we contacted ******* ********* and ******* to cancel the reservation. ******* ********* policy states that we would lose $95 for not cancelling 48 in advance. We cancelled less than 48 hrs, so we understand we would lose $95. We received an email from ******* ********* stating we would not be receiving any of our money back due to us being a no show. This is robbery. We were not a no show. We notified everyone we were not coming. I demand we receive our money back minus the $95. I uploaded the details of the rental, the confirmations email from ******* ********* regarding the cancellation, the cancellation policy we received from ******* *********, and the call logs of us calling ******* ********* and ******* on Friday to update and cancel the booking.

  

  Business response

  09/06/2023

  We apologize the guest was unable to pick up the rental due to the flight issues. As a 3rd party this booking does come from a rental supplier. As advised in the agreed terms of sale this booking is a final one and unfortunately, we never heard from the guest until the day of the pick-up. We spend hours and days trying our best to get a refund for the guest and it was denied by the supplier as the rental car company stated it as a no show on this matter. 

  However, our management team understands things happens, so we are taking a loss and being more than fair with this issue. We are going to send the guest a $200 credit voucher to rebook anything on our website besides gift cards. We feel this option is more than fair and we are taking a loss on this matter as the supplier will not provide a refund to us for the guest. They will receive the credit voucher from us by email to which is still a loss on our end, but we still want to do our best to satisfy the guest in one way or the other. 

  

  Business response

  09/11/2023

  As stated, before this is a final sale, and we did not get any information to cancel before the deadline. However, as a 1-time courtesy the guest has been refunded mins the 95.00 and the gift card has been deactivated. Thank you.

  Customer response

  09/13/2023

  
  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

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They charged me $612. fot staying two nights at ********* California resort. There was not clear info re pet policy. later when i found out this place is not pet friendly, I wanted to cancel the stay. I called multiple times, numerous times. same words over and over. did get what ever documents they asked me and still did not refund my money. every time I called they said we apologize. we understand. so so sorry. wait under 72 hours. NO refund yet. awful place. Very very poor customer service. will discourage my colleague to go here.

  

  Business response

  09/06/2023

  As a 3rd party this booking is a non-refundable one and as advised in the terms of sale it is final. We tried to reach out and look for Michael who approved the refund but at the hotel he was nowhere to be found. As a result, after speaking to ******* we were able to get the customer a full refund and a $250 gift card for waiting. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased tickets for a concert from Tickets at Work for June 13, 2024, for Section 2, row 12 (floor seats), these tickets were $230 each, I did select the free upgrade option with these tickets as it clearly states the tickets would be same or similar section. The tickets I received were for section 27, row 9, see the ticket cost estimate for these tickets at $145.50 each included in this complaint. I also included a copy of the venue layout as you can clearly see the tickets I purchased were in the front of the stage and the tickets I received were at the back of the venue. I am not new to Tickets at work as I have been a customer since 2015, Tickets at work is included in our employee discounts with my employer ******** ******* In the past I have purchased event tickets, lodging stays and other attractions. This is very disappointing as I have contacted customer care several times to attempt to get resolution as included in this complaint. If this issue is not resolved it can be referred to as fraud, it is illegal to sell a product and not deliver the product as stated.

  

  Business response

  08/31/2023

  We appreciate the opportunity to speak. We apologize the guest did not get the seating she booked. As stated on the Preferred Access section these tickets come from various sellers and this is stated as well:

  Buy with Confidence - 100% Guarantee On All Preferred Access™ Tickets!
  The Preferred Access™ Ticket Marketplace offers the most high-demand tickets for concerts, sports and major events around the world.
  
  Please note that tickets available through the Preferred Access™ Marketplace are sourced through a variety of ticket sellers who determine the prices, which may be above or below the face value of the tickets. Because of our pricing structure, Preferred Access™ tickets are typically less expensive on this website than other ticket reseller marketplaces.

   

  As stated in the advised terms of sale that the guest agreed to these tickets are of final sale. If the seller is unable to provide the guest proper tickets the seller will provide comparable seats. We apologize again but the guest did not buy floor seats as she highlighted on the map. She bought section 2 seats which are comparable to the section she was given. The value of the tickets she got are the wholesale prices that broker had to pay when buying a large amount from the venue. If she would have gotten the tickets from the section 2, she originally bought more than likely it would be around that same price range. The customer did indeed choose the upgrade option instead of the refund to which the seller obliged. As a courtesy, we provided the guest a $50 refund to the card on file. We have added the same picture the customer sent circling section 2 in red. Thank yu. 

   

  Customer response

  09/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I am no longer interested in doing business with Ticketsatwork, I am requesting a full refund of the purchase price, the price for the tickets that I received was highly inflated and I do not agree. 
  
  Sincerely,
  
  ******* ****

  

  Business response

  09/05/2023

  We appreciate the opportunity to speak. We apologize the guest did not get the seating she booked. As stated on the Preferred Access section these tickets come from various sellers and this is stated as well:
  Buy with Confidence - 100% Guarantee On All Preferred Access™ Tickets!
  The Preferred Access™ Ticket Marketplace offers the most high-demand tickets for concerts, sports and major events around the world.
  
  Please note that tickets available through the Preferred Access™ Marketplace are sourced through a variety of ticket sellers who determine the prices, which may be above or below the face value of the tickets. Because of our pricing structure, Preferred Access™ tickets are typically less expensive on this website than other ticket reseller marketplaces.
  
  As stated in the advised terms of sale that the guest agreed to these tickets are of final sale. If the seller is unable to provide the guest proper tickets the seller will provide comparable seats. We apologize again but the guest did not buy floor seats as she highlighted on the map. She bought section 2 seats which are comparable to the section she was given. The price on the tickets she saw are the wholesale prices that broker had to pay when buying a large amount from the venue (they pay broker fees as well). If she would have gotten the tickets from the section 2, she originally bought more than likely it would be around that same price range. The customer did indeed choose the upgrade option instead of the refund to which the seller obliged. As a courtesy, we provided the guest a $50 refund to the card on file. We have added the same picture the customer sent circling section 2 in red. 

  We are adding the agreed upon terms of sale for Preferred Access tickets which are the vouchers the guest bought. The seller provided the guest with comparable seating, and we do apologize but the guest did not book tickets that were at the front section. The website to which she bought the broker tickets from even says that you can get tickets that are higher or lower than the face value of the ticket. We will make sure all evidence is sent with this writing. If you look at the map where section 2 is and the section the broker provided the guest, you will see it is the same area. The guest was also given a closer range as well if you see the seat number. 

   

  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought 8 tickets for a Red Sox game on 8/26 at 4:10. We had friends visiting from Japan and this was a big deal for them to go and see. We bought nice tickets and paid $1260 for all 8. Right after we bought the tickets (6/15) we received an email saying we had received our tickets. We never double cheeked the quantity sent until we went to get everything squared away at noon on 8/26. We had only been sent 4 tickets- not 8. I then called member deals at 12:45. I talked to someone who said the issue would be resolved between 1-3 hours. I said resolved meant getting the tickets – they said yes. They sent me an email that said it would be resolved or I would be contacted with an update between 1-3 hours later. No one every contacted me nor was it resolved. My mom then called back at 3:45 to figure out where my tickets were – that call was dropped and then had to call in another time. Once she got someone they said they still hadn’t been released by the seller and they were ‘working on it’. She said the game started at 4:10 and she needed a refund or the tickets so we could buy more tickets at the gate. She stayed on the phone with them until 4:15 at which point she gave up because the game started and they wanted to get in. Short version is neither happened- we didn’t get tickets, and we didn’t get refunded. There is also no disclosures on the site that say they tickets may not be delivered. They said you will receive the ticket before the game. They provided no assistance or follow up that it actually happened. I have been trying to get a refund for those tickets not delivered and they just denied my claim saying I 'received the tickets'. I did not receive the tickets and their team even confirmed I did not receive.

  

  Business response

  08/29/2023

  We apologize the guest did not get 4 tickets out of 8. We are trying to locate this order and cannot find it with the name and email address provided. Can we kindly get the order number, and we can investigate this matter with the seller please?

  

  Business response

  09/06/2023

  We apologize the guest did not get the other 4 tickets she bought. We reached out to the seller as the customer was advised and he refund was denied as they provided the proof of transfer. However, a manager tried to call the guest tonight and her mailbox was full. As a result, he went ahead, and we took a loss and provided her a refund for the missing 4 tickets. A refund for half has been sent to the guest's card on file. We did not get any money back from the broker on this and will be investigating this matter further as a 3rd party. 

  Customer response

  09/07/2023

  
  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.
  

  I can confirm that on 9/6 we did get 2 emails. 1 with the refund and 1 with the other 4 tickets. Those tickets however were for 8/26 and came in 2 weeks late. I’m not sure why but there was a break down. If you need more proof that we didn’t get these tickets timely for your issue with the third party we will happily provided.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon booking a car rental reservation that I never used. I notified Plum benefits in email to cancel the reservation. Again, the car rental was never used. I am looking for a full refund of my ******** ******* card of 225.00 for advance notice cancellation and services never rendered. Thank you for booking with ***************** Order #: ******** Confirmation #: *********** Supplier Confirmation #: ***********

  

  Business response

  08/29/2023

  As advised in the terms of sale that the guest agreed upon the booking is final. The guest is showing an email for the 26th to which we never got. Even if for some odd reason he could not get ahold of us by phone on that day he could have called us the next to cancel. The guest contacted us towards the end of August asking us for the refund. We did not get any information from this guest at all in July. We checked our email folders and call logs. If we did not speak to the guest and cancel it in the system 2 days before the booking it is non-refundable. We checked with the supplier and was denied the refund as well since we are the 3rd party. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 3 tickets for the price of $201 to go to dream works at American dream NJ I purchased the tickets via a third party which is plum benefits , when i got to the water park it was closed due to power outage , i ask at the park how can i get a refund they said i have to request it via plum benefits because I purchased the tickets through them and they also said plum benefits is aware of the power outage in the park and is aware that the park is closed. When i called plum benefits they said that I can’t get my refund because isn’t refundable ! I said I supposed to get a refund because the power outage and the park being closed is out of ny control and i was there at normal working hours . I have proof of the park being closed and proof that i was at the park . I have recipes of the parking and food that I purchased when i was at the mall but the amusement park wasn’t no entry because it was closed

  Customer response

  08/22/2023

  They reimburse me , after they had said they wasn’t i had also reported to my credit card , Thank you for your help i guess businesses get scare once they know bbb is involved 

*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. ↩