Complaints

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:02/07/2025

  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.

  Saw an AD for this company and signed up to get more information about a 7 day vacation trip. I received a call and they booked an appointment for me to do a 60 minute webinar with a man named ******* ****** from preferred guest resorts. He did the whole presentation I thought it was a good deal he did offer me a discounted rate lower than what he was originally asking for which was $799 to get access to discounts and my 7 day vacation for so I ended up paying $199 I have proof of the credit card purchase attached. He told me that once I paid I will get a login and password email to me immediately then he changed it up and said it will be within 24 to 48 hours so after the call I still feel unsettled about the deal and the company because I did not get to hear about the vacation and when I went online to look up the company I see that there is nothing about the company no reviews and so after feeling unsettled about my purchase I contacted ******* by email and told him that I change my mind I want to I want a refund he never promised a refund he told me my log with my login will come in 24 to 48 hours I have a copy of the email attached. After still feeling unsettling about the purchase I contacted the company's customer service contacted and spoke with *****. ***** is talking me out of the refund and trying to explain to me how to program works and I told her I just want a refund I never got confirmation and I will get a refund she just keeps trying to call me back and talk I just want a refund and I want BBB to help me get a refund because I think this company is fraudulent. There are no reviews online about this company there is no page on ******** that I can find about this company to get some reviews that is legit and I feel like I should be able to get a refund if I don't feel comfortable about my purchase which is what accredited and reputable companies usually do.

  Business Response

  Date: 02/12/2025

  We are in receipt of Ms. ****** file.

  We are sorry to hear that Ms. **** was feeling uneasy about her purchase.  She received her confirmation information by 10:15 AM the next morning as she purchased at 7 PM the night before.  She was able to be in constant contact with the offer presenter and our **************** Department.  We are sorry that Ms. **** was unable to find any reviews that would appease her buyer's remorse.  Her purchase has already been refunded as of the time of this response.

  We hope Ms. **** luck in her future travel endeavors.  

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did receive full refund of my payment and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/25/2025

  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.

  When the sales *** eventually called me she did not mentioned every single vacation would be denied due to having children on the tour. I called multiple times about a booking to ******, but each time was told she need to speak to someone and will call me back. I was never called back on an appropriate time for the booking. Moreover, the *** mentioned I have multiple location, but she did not mentioned each location will have restriction like where you lived or that children may not come to tour. Every single time frame would have an issue. Moreover, I was told I will be able to refund anytime there is any issue. This is a fraudulent company that does not keep the promise it kept in tack.

  Business Response

  Date: 02/05/2025

  We are in receipt of Mr. ******* file.

  We are sorry to hear of Mr. ******* frustrations in booking his vacations.  Our locations are family friendly, and most have childcare for the duration of the tours.  Unfortunately, not all locations have such amenities.  This package is designed for a family of 4 and Mr. ***** was attempting to travel as a family of 5.  We are able to accommodate larger families, however, there are costs involved to upgrade.  As of this file response, Mr. ***** has been refunded as requested.  We appreciate Mr. ******* ******** and wish him and his family the best of luck in their future travels.

  Thank you for your time and assistance.

• Initial Complaint

  Date:01/07/2025

  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 was sold a package deal in October 31, 2023 and was asked to pay over $550.00. The package included - - 3/2 Cruise Aboard the Margaritaville at Sea.- 4 Days and 3 Nights at your choice of either ******* or **************- 3 Days and 2 Nights standard hotel accommodations in ********* - 2 Free Show Tickets to Stand UP and Rock Comedy Show.I was informed that the cruise will need a $194.5 per person service fee and there was no mention of any blackout dates or holiday fees. At the time of booking, I was asked to pay $200 extra to book the cruise as holiday fee. This was despite the fact the there was no fees to book online directly with the cruise line and the cost was much cheaper than the package price I was charged.They definitely have misrepresented their whole package deal. Again, all I want is my extra money back.

  Business Response

  Date: 01/17/2025

  We are in receipt of Mr. ********** file.
  We are sorry to hear that Mr. ******** feels that he was overcharged.  Looking at the Margaritaville at Sea's own website, a cruise over New Years is considerably more expensive than during non-holiday times.  Their Christmas Cruise is similar.  On their site, Margaritaville at ***, does not call them peak or holiday fees, they simply raise the price of the cruise itself.   An example booking for New Years at the end of 2025 would cost $680.10 for 2 travelers.  So, we feel with the extra locations along with the Cruise, Mr. ******** did receive a good value from us.  With that however, we will, as a customer service gesture, refund the $200.00 that Mr. ******** is requesting.  We were happy to travel Mr. ******** and his traveling party and hope to travel them again in the future.
  Thank you for your time and assistance. 

  Customer Answer

  Date: 01/23/2025

   
  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:12/10/2024

  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.

  I have contacted the company four different times to get a refund, because the product described on the phone did not match what was in the papers emailed to me. They have agreed to refund my money four times, but have not yet done so. The first contact when they agreed to return my money was November 4. I contacted them again today and recorded the conversation.

  Business Response

  Date: 12/17/2024

  We are in receipt of Mr. ********** file.
  At the time of receiving this file, Mr. ********** refunds have already been processed.
  We request that Mr. ******** review his financial institution's statements for confirmation of the credits.
  We appreciate Mr. ********** patience and wish him the best in his traveling future plans.
  Thank you for your time and assistance.  

  Customer Answer

  Date: 12/18/2024

   
  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:07/25/2024

  Type:Billing 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.

  In June of 2022, I requested that my account with ********************** be discontinued.On July 18th I received a statement that I owed renewal fees for 2023 and 2024, as well as a late fee, totaling $598 I WILL NOT be paying this statement AND again am requesting I be removed from your client list ??. Your confirmation of these items is appreciated and expected.

  Business Response

  Date: 07/26/2024

  We are in receipt of ********************** file.
  We would like to thank ****************** for her years of being one of our valued Members.  As requested, we will cancel her membership.  We wish her the best of luck in the future.
  Thank you.

  Customer Answer

  Date: 07/27/2024

   
  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:02/19/2024

  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.

  We have tried contacting the department several times to get a refund. We were excited for this package until my family member won the same exact deal through the same radio station as me. My family member had more time than I to go on this vacation sooner than me so they booked the reservations. However upon arriving to ********* they had to pay more money at the hotel room, despite them not making any changes to the given room. There were also other fees that they had to pay and customer service was not available to help. I believe this is total fraud and would like my money back! I would not appreciate going through the same thing. I have tried contacting customer service and they said a manager would reach out to me within 1-2 days. It has been a week! And no response. I will keep calling until I get my call through to someone. Shame on you!

  Business Response

  Date: 02/23/2024

  We are in receipt of Mr. ******** file.

  We are sorry to hear about Mr. ******** family's experience.  We do cover the guest's responsibilities including additional fees at the time of the sale along with listing them in the confirmation letters.  Resort Fees and Hotel Security Deposits are part of those responsibilities.  We are sorry if that came as a surprise to those that traveled.  A manager has spoken to Mr. ****** and has cleared up the confusion pertaining to this issue.  He was given the best phone number to make reservations when he is ready to travel so that he can have a smooth experience going forward.

  We appreciate Mr. ******** time and understanding while we worked through his concerns.

  Thank you.

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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 been contacted by ***************** on behalf of Preferred Guest Resorts (PGR). ***************** is a bill collection agency. I signed up for PGR about 10 years ago and have used their services in the past. They have optional dues of approximated $299 yearly. If you want to use their services you pay the dues and the service is active for a year. If you don't want to use their services then you simply don't pay the dues. When I received the statement last year I assumed it was for the optional dues and did not pay it. A year later they have sent me another statement and it includes prior balance, late fees, and this years dues. The past due amount and the current dues should be removed and I don't want to receive statements in the future. When and if I choose to use the service I will call PGR and pay the dues at that time.

  Customer Answer

  Date: 01/24/2024

  I was able to get in touch with PGR and they said that I was correct and that the dues are optional.  They are suppose to remove the past due amount and said I could ignore the statement.  I think sending a statement that includes past due amount and late penalty is deceiving.  They are trying to trick people into paying for a service they did not use.  You can't use PGR's service without paying the dues up front.

  Business Response

  Date: 01/24/2024

  We are in receipt of ******************** file.

  We appreciate ******************** patience on this matter.  **************** spoke to our customer service department and his concern was resolved before receiving this file.

  Thank you for your time and assistance.

  Business Response

  Date: 01/24/2024

  We are in receipt of ******************** file.

  We appreciate ******************** patience on this matter.  **************** spoke to our customer service department and his concern was resolved before receiving this file.

  Thank you for your time and assistance.

• Initial Complaint

  Date:01/21/2024

  Type:Order 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.

  El 21 ******** del 2023 recib un correo de confirmacin por haber pagado $300 en un supuesto sorteo de una radio latina que inclua noches de estada en 2 destinos diferentes. Esto es una GRAN ESTAFA, nunca mencionan que uno tiene que pagar dinero adicional y hay distintos fees que quieren que pagues y finalmente uno termina pagando ms de lo que cuesta cualquier hotel o ******, adems que es muy difcil comunicarse con ellos, uno tiene que llamar reiteradas veces para conseguir que alguien responda. Deberan cerrar esta empresa que se dedica a estafar a la gente, solo quiero que me devuelvan mi dinero.

  Business Response

  Date: 02/05/2024

  We are in receipt of Ms. Mayor ******** file.

  We are sorry to hear that Ms. Mayor ****** is upset about the booking process.  During the purchase, before collecting payment, as well as within the purchase confirmation letter, the booking processes and fees are disclosed multiple times.  We are sorry for Ms. Mayor ****** confusion on those fees.  At this time, Ms. Mayor ****** has received her refund which was processed by her financial institution.  We appreciate the opportunity to earn Ms. Mayor ******** business and wish her the best in the future.

  Thank you for your time and assistance.  

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 contacted by Equiant on behalf of Preferred Guest Resorts (PGR). Equiant is a bill collection agency. I signed up for PGR about 10 years ago. They have optional dues of approximated $299 yearly. We have never used the club and have tried unsuccessfully to contact PGR to cancel the membership. They have refused to cancel and yearly I get statements from Equiant to pay the fee. I have refused to pay as I have tried to cancel multiple times. I just want the membership canceled and the billing stopped.

  Business Response

  Date: 08/03/2023

  We are in receipt of the ******'s file.
  We thank the ****** family for the past business and will cancel their membership as requested.
  Thank you for your assistance.

  Customer Answer

  Date: 08/03/2023

  
  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.

  Thank you for your support in resolving this matter.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/06/2023

  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.

  On January 13, 2023, I called in response to a prize I won over the radio. I spoke with Luisa P***, she told me I was eligible for accommodations in some of the deluxe hotels in Vegas and Orlando. She told me that I only had to pay $299.00 in taxes, which I agreed to pay. In a way to help me alleviate the tax charges, she told me I was going to get a $200.00 gift card once in the hotel. Luisa P*** told me to call her back whenever I was ready to make the reservations, and that was the only information P*** gave me about the prize. In April I called Luisa P*** to make the reservations for the month of September, she transferred the call to Omar Oliva he told me that I had to pay $45.00 for Florida taxes, which once again I agreed to pay. Omar told me that I need to assist to a marketing meeting at the hotel and once I finished the meeting I would get a $100 dollars gift card. I told him Luisa P*** told me I would get $200.00 dollars. Omar said my income would not allow me to get the $200 dollars but he could make an arrangement to give me the $200.00. I got an email twenty days later with the reservation details, the email explicitly mentioned that if my wife and I will not assist to the marketing meeting then I would get charged for the hotel room accommodations and denied the gift card. I called back to the Preferred Guest Resorts/Best Vacations Ever company to speak with the manager, I was transferred to a person who refused to provide a name. I told that person that I needed an immediate $344.00 dollars refund, which she disagreed. She said what was my problem in refusing to assist to the marketing meeting. Also, she lied to my by saying Luisa P*** have told me about the marketing meeting from the first place and that she had an email stating the conditions. I said I would had never accepted a prize with those type of conditions. I told her to send me the email. The email she sent me was the reservation confirmation but they wrote January 13 on the heading.

  Business Response

  Date: 06/13/2023

  We are in receipt of Mr. ********'s file.
  We are sorry to hear that Mr. ******** will not be traveling with us on his promotional vacation package.  It is our understanding that Mr. ******** did not want to attend the mandatory sales presentation that is required to receive the greatly discounted price for this vacation.  The requirement to attend was stated during the sale multiple times and is listed on our terms and conditions.  We understand that some people do not want to attend, and that is why we allow them to waive that requirement by paying the market price for the accommodations.  As Mr. ******** was unwilling to do so, as a customer service gesture, we have issued the requested refund on the financial card that the purchase was made on.  We thank you for your assistance and time. 

  Customer Answer

  Date: 06/20/2023

  
  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. However, I wanted to state that Preferred Guest Resort never mentioned the obligatory assistance to marketing meetings from the initial prize description.
  
  Sincerely,
  
  **** ******* ********