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Business Profile

Vacation Certificates and Vouchers

Pro Vacation Group, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Certificates and Vouchers.

Complaints

This profile includes complaints for Pro Vacation Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pro Vacation Group, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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 was sold an all inclusive resort vacation. I havent been able too book a vacation because theres no response. I want a full refund,

    • Initial Complaint

      Date:01/13/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 paid for a package on May 17, 2023, but despite numerous attempts to make a reservation, I have received no response. I am growing increasingly skeptical and concerned that I may have been taken advantage of. At this point, I would appreciate a full refund.

    • Initial Complaint

      Date:12/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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 what I thought was a vacation package with a resort in ********** but never received the vacation documents to request a reservation and have not been able to get a call back to get my money back. I made the purchase on 11/23/2023

    • Initial Complaint

      Date:11/06/2024

      Type:Product Issues
      Status:
      Resolved
      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 paid for a vacation package and never provided a disclaimer that it was not valid for travel professionals even though they ask you a series of questions before you purchase the package. I'm addition to the questions they ask about marriage, etc, they should ask if you're in a travel related industry.

      Business Response

      Date: 11/23/2024

       

      We sincerely apologize for the inconvenience you experienced with your booking dates due to a recent error in our customer service department. It is disappointing for us as a company that has been in business for 13 years to see such a situation arise. To ensure better customer support in the future, we have prioritized enhanced training for our team. As a gesture of goodwill, we have processed a full refund and are also offering you a complimentary package to be used by June2025. We appreciate your understanding and value your feedback. Warm regards, ****
      Thank you for your continued support. We look forward to serving you better in the future and hope you enjoy your complimentary package. Please dont hesitate to reach out with any questions.
      Warm regards, ****
      Pro Vacation Group 

      Customer Answer

      Date: 11/26/2024

       
      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. Great customer service with follow up. Still awaiting second credit.

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:10/28/2024

      Type:Billing Issues
      Status:
      Unresolved
      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 agreed to this promotion via phone and was charged $500 to a credit card that I no longer use. I've tried to book my travel a few times and have not gotten a response. At this point I just want a refund.

      Business Response

      Date: 11/23/2024

      The customer requested dates but could not be reached. Despite numerous attempts, we could not resolve the complaint. A full refund has been issued, and we hope to assist them in the future. We continually strive to improve. Customer opinions truly matter, and we value their feedback as it helps us enhance our services and ensure better experiences moving forward.

      Customer Answer

      Date: 11/23/2024

      Hello,

      Can they inform how the refund is being issued?

      The card I paid for it with is no longer active.

      Thanks,

      LPJ

      Customer Answer

      Date: 11/25/2024

       
      Complaint: 22482237

      I am rejecting this response because:

      Hello,

      Can they inform how the refund is being issued?

      The card I paid for it with is no longer active.

      Thanks,

      LPJ



      Sincerely,

      ******** *******

    • Initial Complaint

      Date:08/08/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Ordered and paid for, but our age is over the resorts limit. refund of $249.00 was to take place within 7 -10 days of 7/19/2024 to this date nothing has been credited back.

      Business Response

      Date: 10/29/2024

      Thank you for reaching out and sharing your concerns regarding the delay in your refund process. We sincerely apologize for this inconvenience. We ensure to process refunds in the estimated time frame given and give our customers the best experience. Through further investigation your account has been accredited for the funds of the full total of $249. 

    • Initial Complaint

      Date:07/12/2024

      Type:Product Issues
      Status:
      Unanswered
      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 tried several times to book a vacation however no one ever reached back out to confirm the reservation. When I call I am told that Im pose to call them to confirm.

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 6/19/2024, I purchased a 4 night vacation package for $349. During the call, I asked several questions & the rep addressed all of my questions. The next day on 6/20/2024, I received a Welcome call. It was then that I tried to verify the information I received one day prior. They informed me that the Rep did not answer my questions accurately & offered a full or partial refund. They still haven't refunded my package yet as of 7/10/2024! It's been more than 7-10 business days since purchase!

    • Initial Complaint

      Date:06/04/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 this vacation and signed documents on Pandadoc but I did not receive instructions on how to make arrangements for taking the vacation. No one answers the phone and I have left several messages and sent emails. I am not getting a response to resolve the issue.

    • Initial Complaint

      Date:05/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 3/8/2022 my wife and I purchased a Dreams Vacation Package from Pro Vacation for $450.00. with a 3 year option to travel. Over the last 2.5 years we have tried multiple times to book the vacation, ask for proof of communication with the resort, prior to giving them any additional funds, and each time we get the run around or they stoop communication at that point. I believe this entity to be a fraudulent company that does not actually partner with any resorts and in fact just takes money from people. Insult to injury, they started calling me again to sell me another vacation and can't fulfill the first one. I want a refund of our $450 paid as they haven't held up their end of the deal. EX: fees have changed, resorts not available, the ones in your package we promised are not available, etc. I have 3 documents to upload for review:1. Original Package 2. Email Communication with them, and notice they stopped responding 3. ****** Review of their fraudulent business

    Pro Vacation Group, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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