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:09/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  PURCHASED ON FEBRUARY 2, 2023 WAS TOLD THAT WE WOULD HAVE A CONCIERGE TO HELP US WITH TRIP AND VACATION PLANNING. MADE A PHONE APPOINTMENT WITH A CONCIERGE ON TWO SEPARATE OCCASIONS. A CONCIERGE WAS SUPPOSED TO CALL US ON AN AGREED UPON TIME. WE DID NOT RECEIVE A PHONE CALL EITHER TIME.ALSO, WE FOUND THAT WE COULD BOOK VACATIONS OURSELVES CHEAPER THAN OFFERED BY THIS COMPANY.THE THIRD PROBLEM IS THAT WHENEVER WE FOUND A HOTEL THAT WE THOUGHT ABOUT BOOKING, IT HAD A TERRIBLE CANCELLATION POLICY.I HAVE TRIED CALLING TO SPEAK WITH SOMEONE....THE FIRST TIME, THEY KEPT TRANSFERRING ME TO A DIFFERENT PERSON AND THEN FINALLY WAS TOLD THAT SOMEONE WOULD CALL ME BACK. THE OTHER 2 TIMES I LEFT A MESSAGE AND RECEIVED NO RETURN PHONE CALL. WE WANT OUR MONEY BACK. WE DID NOT GET WHAT WE WERE PROMISED.

• Initial Complaint

  Date:07/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 went to a meeting in *********** and liked the vacation plan. Bought a membership costing ***** dollars with our *********** credit card. Sadly we lost the original paper work. We have called and called and they tell us we are not members and have no record of us. Please help!

• Initial Complaint

  Date:07/10/2024

  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.

  We were told that if we purchased a membership that we would save ******* on a Viking cruise alone along with significant discounts on car rental, flights, hotels and other travel. We have not seen discounts amounting to more than *****. We request a full refund. We were definitely duped.

  Business Response

  Date: 07/23/2024

  The Swensons became members with us on April 16th.  I communicated with ******************* in Mid-May to assist her with a question she had but was unaware of her dissatisfaction with any bookings.  I am surprised to hear this issue come up 3 months after their purchase (through the BBB).  We do show Viking River Cruises in our presentation and we do provide significant discounts on these cruises, as well as hotels all over Europe.  Though we do not provide reservations services from our office in ********, we are always willing to help our members find the best pricing or assist with using the site.  The statement that our program does not provide discounts above $20 is simply not a good faith assessment.

• Initial Complaint

  Date:10/31/2023

  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 purchased this service in Savanah over a year ago and have consistently attempted to get them to cancel our membership and refund, at least part of the fee they charged us. We have used the service but Rarely find prices below anything else on the web. Their Mobile Access to the service simply does not work on our android phones. When we found prices better than theirs, we have yet to get a refund or offering to discount to match the lower price we found. I have called the Owner and his associate several times and have only spoken with the associate who tells me he can do nothing. The owner has to do that. The service called me and offered a new feature using points to give us better deals. That turned out to be a total fraud and they refunded my the additional fees I had paid. I just want to get at least part of my initial membership fee refunded. But the owner will not call me back and the service is a front for who ever wants to start a travel club and use their services. Modern Travel Savanah. It's real. But a ********** of money to join. Free online services almost always beat or matched Modern Travel's prices. Very cumbersome to navigate their web site as well. ***************************************************************

  Business Response

  Date: 11/01/2023

  Mr. ****** became a member with us in January of 2022.  After a year of being a member, he called and requested a full refund of his package.  Unfortunately, at this point, we were unable to meet his request.  Our team offered several times to help Mr. Friday research his trips and help him maximize his savings with the membership (often times a bit of guidance makes all the difference), but he was not open to that and just wanted a refund.  After nearly 2 years of being a member and using the program, we were told that if we don't give a refund we would get a bad review.  We always want our members to be happy and we do our best to help them get the most out of our program, but unfortunately, we are not always 100% successful.  

• Initial Complaint

  Date:03/02/2023

  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.

  In March 2022, my wife and I were approached on the street in ******** for a dinner or tour in exchange for listening to a travel discount program. We signed up with Modern Travel Network ******** (RSI Vacations) and were told that we would be viewed as a licensed travel agent with pricing benefits through a dedicated website. I first booked a hotel for my daughter and her fiancé. The Modern Travel website had a check in age policy of 18+. The actual hotel had a policy of 21+. Since they were 20 at the time, the hotel would not allow them to stay, but still charged the card. I tried to get a refund issued, and was told that I would have to contact the hotel to see if they would agree to a refund. Then the hotel would have to send an email authorizing the refund which I would have to forward to the office for a case number, and wait up to 45 days for an inquiry review. I don’t believe I have used the site to book a stay since. My *********** ******* level gives me as good a discount as the Modern Travel website. For example, our hotel search for a stay in ******* ** last summer was a mere $10 price difference between the 2 sites. However, I have free cancellation options through Booking and must pay in full through Modern Travel. I called to cancel, and was told we can’t cancel because it’s a lifetime contract. We are requesting a full refund of $5494 due to deceptive sales practices and misrepresentation of services.

  Business Response

  Date: 03/10/2023

  I am sorry to hear that the ******** did not have a great experience in their first year.  Unfortunately, we did not receive any contact from them until after they did not renew their membership and already submitted this complaint, over a year since they became members with us.  When I spoke with *** *******, he was unsure where his wife had seen the 18+ policy when booking because this information would have been provided to us by the hotel, and if that were the case, there would be no reason that a refund would not be issued by the hotel.  He was also unsure if his wife requested the refund from the hotel and is going to get back to me on the status of that.  We do not manage the hotels or set their cancellation policies.  Just like booking direct, you typically have options to book non-refundable rates or refundable rates.  However, an issue of not meeting the age criteria would not typically be a reason for refund with Booking, Us or the Hotel, unless of course, the hotel is shown that it was advertised incorrectly. 

  In reference to the comment about being viewed as a travel agent, the representative that met with the ******** has been with us for 7 years and I have never heard a comment from a member that resembles this statement.  However, we do tell our members that we provide a travel agency service as part of our program that they can utilize as much as they want. 

  Regarding the request to cancel the membership, there is no obligation to continue with the service and the membership is already inactive and the ******** have no further obligations.  However, it is also possible to put the membership on hold and only pay for the membership in the years that you wish to travel.  The membership is for a lifetime, but there is no requirement to pay the renewal.  When I spoke with *** *******, I offered to work with him over the next year to help him realize the benefits this program offers.  He is going to get back to me after he speaks with his wife.

• Initial Complaint

  Date:12/22/2022

  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 9/21/22, while on vacation, my wife and I attended a sales meeting by this group. Modern Travel. We were told during this meeting many things that we have now found to be untrue. ***** ****** did the presentation and misrepresented the program. Example 1, we would be getting up to 70% off retail price on rentals. We would get best rates plus 20% less. We have found this not to be true. Example 2, We were told by ***** that we would be able to rent a 1 bedroom ocean front condo for 1 week at ****** ***** for $599.00 (all day long) and 2 bedrooms for $100.00 more. We have not found this to be true. We have searched the program and found we can book cheaper booking through the retail lodging sites. We were given 3 days to back out of the deal but we could not even get set up in the system to view everything in the 3 days. Also ***** said it was a money back guarantee for 5 years; however, he neglected to tell us that we had to use all of the weeks in our contract every year to get the guaranteed money back. He also neglected to include the guaranteed document and did not receive it until we asked about it and even then it took weeks to get it in the mail. We have requested our money back several times from ***** **** only to be denied. We believe we should get a total refund of $4993.00 because we and everyone in there were deceived and ***** and ***** misrepresented their program. It should be unlawful to sell a program where the consumer does not have the time to verify it.

  Business Response

  Date: 01/05/2023

  Firstly, it is unfortunate that ** *** **** ********** are not happy with the program.  When *** ********** reached out to me November 14th, nearly 2 months after his date of purchase, he said he was having trouble finding pricing for the 3 trips that he and his wife were planning to ****** ***** (requesting oceanfront resorts) and for the Spring and Fall of 2023.  I told him I would do some research on those trips and get back to him with some options meeting his requests.  I responded with the following email as well as attachments showing retail comparisons.  For these 3 trips, we would be able to save them anywhere between $2000 to $2700 versus retail pricing, depending on how they choose to stay, giving them 36% to 70% savings per booking versus the retail market.  These savings are consistent with how we present the program.  After sending this email offering to help with the bookings, I did not receive any communication back from them related to these requests.

   

  *** **********.
  
  Hope you are doing well.  I was doing some research after our phone call on Monday and wanted to get back to you with some of the examples that I found, related to your travel plans to ****** *****
  
  In response to your reservation request for ****** ***** from April 22-29, I have found a couple options for you to be in an oceanfront resort.  Please see the attached document with some screen shots including some comparisons for buying direct or through online retailers.  You will see that the weekly prices vary slightly and you can stay even cheaper with a bit of flexibility.  For example, the week you chose costs $685 for the week, the week prior costs $641, but if you travel March 25 to April 1, you can stay for $499 (incl. tax).
  
  Not sure if you are searching both the WEEKS section and the HOTEL section.  This is the best way to find the best deals.  Sometimes the WEEKS inventory provides the best price, but sometimes you can find the best price in the HOTELS.
  
  You also find options from the 22nd – 29th  at the Westgate resort in the HOTEL side starting at $622, which provides a $1200 discount versus Expedia (almost 65% savings).
  
  
  As far as the ***************** ***** trip you do in the Spring and Fall, there are also several options.  See Attached for several comparisons.
  
  You could stay in ********** **** ****** for $216 for the week this Spring (Same dates April 22-29), which is about 70% savings versus Expedia.  OR, you can stay in Pigeon Forge at ******** ******* Resort for $503.
  
  If you do the same trip in mid-October at prime Fall season, you can stay at ******** ******* for $613 for the week.
  
  
  These are valued times to be in ****** ***** and Tennessee and it seems that the prices are pretty solid versus the online retailers and represent significant discounts.  If you need any help finding these deals, please let me know. 
  
  Thank you,
  ***** ****
  ****** ****** *********** ** *** *******

• Initial Complaint

  Date:06/13/2022

  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 April 13, 2022, my husband and I purchased a contract with Modern Travel Savannah in the amount of $3,494 with the expectation of greatly reduced prices on travel, e.g., hotels, trips, excursions, cruises, airfare, also the use of two $599 vouchers good for one weeks accommodations anywhere, anytime, based on availability. But when attempting to book said trip was advised only availability (nationwide, worldwide?) was Orlando FL or Myrtle Beach SC in August! Not exactly what was pitched. Also told a travel agent could book all our trips but actually talking to someone was another problem, with messages left, calls not returned, calls forwarded onto third parties, etc. Also, the party that we were referred to to arrange our $599 trip told us they knew nothing about this voucher and told us we would need to contact Modern Travel direct. Nothing about this experience thus far has been what was promised or expected. We purchased this plan while on vacation in Savannah GA with our friends, Al and ***** ******, who also purchased the plan and who are also filing complaints with the BBB as well as the Georgia Attorney General, which we intend to do as well. We purchased this plan in good faith and with high hopes and have been seriously disappointed. We also will be contacting our creditor(s) and disputing our charge.

  Business Response

  Date: 06/28/2022

  BBB ID: ********

   

  We regret that we are not meeting the Forrest’s expectations with their travel membership, along with their friends, the *******. This is the first time in 6 years that a group understood from our presentation that two $599 vouchers to use anywhere, anytime, in any type of unit are part of our program.  We see thousands of groups a year and all presentations are in a group setting and consistent each time.  The rep they met with has been with us since 2016 and we have never had this problem.  As stated in the response to the *******, access to discounted weekly stays are part of our program and the ******** will receive 2 per year every year, but pricing is variable depending on brand, location, season and type of accommodations chosen.  In our presentation, we use examples of week-long vacations from our website that range from $199 to about $1800 in hotel and/or resort condo accommodations, showing discounts compared to retail pricing.  We use 5 popular condo destinations as examples for presentation purposes, and each example shows a different price, depending on location and brand.

   

  I spoke **** ******* this morning and asked her what trips she was having trouble booking.  She said she tried to book a trip to Denver at the end of July for a wedding but could only find savings of about $4.  I searched the same trip today and found significant savings up to 42% for that trip in our hotel section.  She said she was unable to find savings in St. Pete Beach for March of 2023, which is the high season.  I searched this today and found several options saving her 40%+ on oceanfront resorts in St Pete Beach with the highest savings approaching $5k per week at a high-end property showing a 62.5% discount to Internet pricing ($2995 for the week vs $7977 on Internet pricing).  Another oceanfront resort provides a $231/night savings or 47% savings vs Expedia ($261/night with us vs $492/night with Internet pricing).

   

  I have sent the examples to **** ******* along with Internet pricing for comparison.  I have also sent her numerous condo stays showing pricing in line with everything we show in the presentation and reiterated to her verbally how our program was presented in our Savannah office.

   

  Also – the ******* and ******** were activated in the program 2 days after becoming members, given ample opportunity to review the program, and were provided the rescission period outlined in our contract and required by the state of GA.  It appears they did not review the program for nearly 2 months after becoming members, as their complaint was filed with the BBB on June 13th.  It is unfortunate that we were not able to address their questions at a time when more options were available to remedy their concerns and when the presentation may have been more fresh in their minds.  They are having trouble with the reservations division because they are only asking for $599 weeks, which is not part of our program.

   

  We feel that we have offered the program as represented and hope the ******** are able to take advantage of the value our program provides.  If they book the St. Pete Beach trip I have sent to them, they will save back more than the cost they paid for the membership on their first trip.  I am happy to assist them with a  tutorial and help them better understand the program and how to maximize their benefits, as I would do for any member.

   

  ***** **** – CEO

  Modern Travel Network

• Initial Complaint

  Date:06/08/2022

  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.

  My wife and I attended a travel presentation by Modern Travel Network while down in Savannah, GA on April 13, 2022. During the presentation, the presenter sta*** as a bonus for signing up with the company they would give a bonus of 2 Anytime/Anywhere weeks for a price of $599 per week. In addition to this, they said that they offered discounts on airline flights. On June 3, 2022, I called Modern Travel to book a vacation and use one of the Anytime/Anywhere weeks however was told, after talking to the customer service individual for almost a half an hour, that I would need to call Modern Travel Savannah directly to book the $599 week as they didn't know anything about that. On June 6, 2022, after leaving several messages the previous week, I spoke to ***** ****. He advised the Anytime/Anywhere week bonus is based on availability only at certain times of the year and only in certain locations. That was clearly not what was communica*** during the presentation. During the presentation, we were specifically told the $599 bonus applied to anytime during the year and anywhere. Additionally, when I inquired about airfare discounts, I was told they do not offer any discounts which, again, was not what we were told during the presentation. The business has not tried to resolve the issue. My wife and I would not have signed up with this company if we knew that what was sta*** in the presentation was not true. This company has misrepresen*** what they said during the presentation. The amount we paid for signing up was $3,494 which was charged to our credit card on April 13, 2022. We are requesting a refund to our credit card in the full amount.

  Business Response

  Date: 06/27/2022

  Response to ****** BBB Complaint ID #: ********

   

  To whom it may concern,

   

  We regret that *** and **** ****** feel that our program is not meeting their expectations.  The ******s purchased with us on April 13^th and contac*** me (***** ***** on or about June 6^th asking where he can book $599 condo weeks.  I spent about 20-30 minutes and walked *** ****** through the website and how to make bookings for condos as well as hotels.  I reitera*** what was shown during the presentation that the accommodation examples are specific to the brand, location, season and type of accommodations chosen, as is normal with travel.  The presentation that the ******s attended shows specific examples with a variety of brands and locations, starting at $199 to about $1800 for a week of accommodations, providing discounts to retail pricing.  *** ****** was wanting a January condo week in Key West, which is possibly the most sought after location in January, with very limi*** supply during January, which is the highest season.  I did not tell *** ****** that he could not book a condo week in Key West in January, but I did explain to him that his accommodations on these dates will most likely be more than $599, which is why the reservations team was probably having trouble meeting his request.  He asked to see weeks for $599 and I walked him though how to get access to condo weeks starting at $199 using Cancun, Orlando and Myrtle Beach as examples and showed how locations like Hawaii may be more expensive, as outlined in the presentation.  When we got off the phone, I felt that I had explained the program sufficiently and answered any questions he had.

   

  The following week, we received a notice that the BBB had received a complaint from the ******s stating that we were unable to meet their expectations.  Our customer service department called *** ****** on Tuesday, June 14^th and left a message in regards to the complaint we received on Monday, in order to seek resolution.  Our customer service team spoke to Janet ****** on Wednesday and again on Thursday.  We reques*** their travel plans so we can research options and have a chance to better meet their expectations and understand why they were unhappy with the options offered.  **** ****** refused to give us any information and demanded a full refund of their package price and said they were not interes*** in any other resolution aside from a full refund. Also, in our presentation we specifically state that we provide a best price guarantee on airfare at time of booking, but do not promote any savings on airfare; the benefit is that they can book their airfare on our website with any other travel they may be booking.

   

  Since we could not get the travel request from the ******s, we called our reservations center to get more information about their requests and how they were handled by the reservations team.  We found that our reservations agent had quo*** them $1485 per condo (each sleeps 4) and found 2 condos in the same 4-star resort, as *** ****** had requested.  At the time of the request, the price on Expedia.com was $3385 for the same unit (56% savings or $1900 savings per unit = $3800 total savings).  Currently, the price through Expedia on June 18th is $4682 and is still $1485 with us, but subject to change (68% savings or $3197 savings per unit = $6,394 total).  If the ******s book this trip, they would receive back the cost of their lifetime membership with the savings from their very first vacation using our program.  Also to clarify, these 2 anytime weeks they refer to as a 1-time bonus are actually part of their program and they will receive them every year, which it appears they did not understand.

   

  We feel we have offered a great vacation package for the ******s at a great price, in the same manner represen*** in our presentation.  We are happy to extend to them this offer on both condo units as long as the offer is still available. 

   

  ***** **** - ***

  Modern Travel Network

  Customer Answer

  Date: 06/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Modern Travel Savannah misrepresen*** what was told to us by their presenter, *****. He specifically told us that we would able to use the two $599 condo weeks at any time and anywhere. The reason we signed up for the membership was specifically for that reason. I am not disputing several of the points that ***** **** has in his response however I am disputing the fact that they are not providing what they said they would. My wife previously spoke to a *** at Modern Travel who indica*** he was in charge of disputes. He said he felt we had a valid complaint and would pass that on to *** ****. *** **** and I spoke on the phone this morning and went thru several of the points. 

  Another thing I didn't bring up with *** **** was the fact that *****, the presenter, specifically said they could arrange flights using our airline mileage program credits.  When I spoke to Modern Travel regarding this when I was inquiring about a trip, they said they do not do that. So, again there is a misrepresentation of what we were told during the presentation.

  We are again requesting the amount we paid for the membership, $3,494.00, be fully refunded. 

  Regards,
  

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

  Business Response

  Date: 07/12/2022

  Complaint: ********

   

  We regret that *** and **** ****** are unhappy with their membership, as it is our goal to satisfy all of our members.  I spoke with *** and **** ****** again.  They are not disputing that we showed them a number of different price examples on week-long stays during our presentation or that we would have saved them back the cost of their package on the one trip they inquired about.  However, at the same time, they are still contending that we promised all stays are $599 (which is an example we used for a specific Orlando stay).  Also – as it relates to airlines, miles may be accumulated, but must be redeemed through the carrier.