Complaints

This profile includes complaints for Surge 365's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Surge 365

  3 Ginger Creek Vlg Glen Carbon, IL 62034

• 

  Surge 365

  PO Box 641 Edwardsville, IL 62025-0641

• 

  Surge 365

  6 Ginger Creek Dr Glen Carbon, IL 62034-3412

• 

  Surge 365

  6 Ginger Creek Village Drive Glen Carbon, IL 62034

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:03/17/2025

  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.

  I am filing a formal complaint against Surge365 for breach of agreement and deceptive business practices regarding their membership-based vacation program. As a resident of ******, I am protected under both state and federal consumer protection laws, and I am seeking either the fulfillment of the promised vacation voucher or a full refund of my membership payments.Details of the Complaint:I signed up for Surge365 with the understanding that after 12 months of membership payments, I would be eligible to redeem a voucher for a free 7-day vacation.I fulfilled my obligation by making 14 consecutive payments, yet when I attempted to redeem my voucher, I was given the runaround with no resolution.Due to this failure to honor the agreement, I ceased membership payments in November 2024, as Surge365 did not uphold their promise.Violations of Consumer Protection Laws:Surge365s actions constitute a breach of contract and may violate several consumer protection laws, including:Nevada Deceptive Trade Practices Act (NRS ******** & NRS 598.0923)Prohibits false or misleading advertising and failure to deliver promised services.Federal **************** Act (15 U.S.C. 45)Prohibits unfair and deceptive acts in commerce.Breach of ***************** Enrichment -I fulfilled my end of the agreement, but Surge365 has failed to provide the promised benefit, essentially taking payments without delivering services.

  Business Response

  Date: 03/20/2025

  Thank you for providing this forum to address consumer concerns.  Surge365 takes customer satisfaction seriously and is committed to serving our members. 
  
  To clarify, the vacation reward is a certificate for hotel accommodations ranging from 3 to 7 nights depending on the destination selected.  This and other terms, including those listed below, are outlined in the program details. The complainant was indeed eligible to receive the Vacation Reward Certificate upon meeting the required 12 months of consecutive membership payments.  However, to officially secure the certificate, members must follow the redemption process, which includes confirming their mailing address while their account remains in active status.
  
  Upon receiving the complainants request, our support team responded within 24 hours with clear instructions on how to proceed, including:

  
  >Confirming a preferred mailing address for the certificate.
  >Maintaining an active account to remain eligible.
  >Reminding the member that accounts canceled for 30 or more days forfeit all accrued reward credits.

  
  The complainant did not respond to complete the required steps listed above. Additionally, after missing our third consecutive payment attempt his account was cancelled due to nonpayment. Since more than 30 days have passed since the cancellation, the complainant is no longer eligible to claim the certificate, per our policy.
  
  At Surge365, we ensure transparency by clearly outlining the reward certificate redemption requirements in our members private back office.  The home page of their back office displays data to track their progress toward the reward, provides instructions to contact us through their back office support ticket system once they've qualified, and links them to more details and Frequently Asked Questions.   There is no time limit for when members can secure their reward while their account remains in good standing.  Once the member has secured their reward they can use it any time prior to its expiration date regardless of their account status with us.  
  
  We regret any misunderstanding and remain available to address any concerns directly. If the complainant has any further questions, we encourage them to contact our support team through his back office support ticket system.

   

  Thank you again and please let us know if any additional information is needed.

• Initial Complaint

  Date:09/11/2024

  Type:Sales and Advertising 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.

  ********* phone calls up to 4x day about accumulated vacation voucher time. I have never participated with any vacation time vouchers. I have repeated asked to be taken off the call list to no avail. Today I asked to speak to a supervisor and they asked why, I said so I can stopped being harassed all day. They hung up.

  Business Response

  Date: 09/12/2024

  To *************************************** does not make outbound calls regarding accumulated vacation voucher time.  We apologize for the frustration ********************* expressed but there must be a mistake as this is not something in which we participate.   We also completed a search of our database but have no record of this consumer being a customer of ours either.  A search of her name, email and phone number yielded no results in our database. 
  
  Thank you and please let us know if you require any further information.

   

  Sincerely,

   

  Surge365

• Initial Complaint

  Date:05/31/2024

  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.

  In March of 2024 I booked a hotel stay through surge 365,paid the $312.66 I was charged for the room for 3 nights, the receipt never mentioned nor did the person representing surge 365. The receipt said if I canceled there would be a charge for a one night stay, I did not cancel the company cancelled . Everytime I tried to speak with the they hung up, when I called back each time they hung up. Nothing was mentioned about keeping all of my money, I feel since they cancelled I should receive a full refund.

  Business Response

  Date: 06/07/2024

  To Whom It May ************* style="font-size: 0.875rem;">

  Thank you for bringing this customer's concern to our attention.  We are unable to locate the account using the Customer Information provided is this notice.  The information used to locate the customers account was first name, last name, address, phone number and email address.  Each of these search filters failed to generate results.  We must be able to locate the account under which the booking in question was made in order to investigate the matter.  The customer may email ********************************* to proceed in researching the matter or call ************ at the customers convenience Monday - Thursday from 8:00 AM - 4:30 PM Central Time.  We look forward to working with the customer to reach a satisfactory resolution.  Thank you again.

   

  Surge365

   

   

  Business Response

  Date: 06/07/2024

  To Whom It May ************* style="font-size: 0.875rem;">

  Thank you for bringing this customer's concern to our attention.  We are unable to locate the account using the Customer Information provided is this notice.  The information used to locate the customers account was first name, last name, address, phone number and email address.  Each of these search filters failed to generate results.  We must be able to locate the account under which the booking in question was made in order to investigate the matter.  The customer may email ********************************* to proceed in researching the matter or call ************ at the customers convenience Monday - Thursday from 8:00 AM - 4:30 PM Central Time.  We look forward to working with the customer to reach a satisfactory resolution.  Thank you again.

   

  Surge365

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  I paid $579 in order to become a travel agent with surge365. After 5 business days as it is stipulated on their agreement I reached out to my sponsor ********* ******* to let her know that I wanted to cancel because the business was not for me. During all oh her presentations, all she does is trying to recruit people and to me a lit of the stuff she was talking about sounded unrealistic. When I tried to remove myself and get a refund she told me I couldn’t get a refund without any explanations. I bought the subscription on the 28th of September and requested the cancellation on the 5th of October. I was still in the 5 business days. I reached out to surge 365 through the app and put in a ticket and they told me I would not get my money back because I was outside of the window. ********* is very dishonest and she is ready to recruit people at all costs. This company is a pure scam.

  Business Response

  Date: 10/16/2023

  To whom it may concern: 
  
  Thank you for this platform that permits companies and consumers an opportunity to build trust and address concerns.
  
  Our company offers a simple, straightforward and informative enrollment process to all prospective representatives. The enrollment process consists of four steps.  The third step is tied only to our terms of enrollment and provides the prospective individual with links to review the terms.  The enrollee is prompted to review the terms of enrollment and must select a checkbox as confirmation (s)he has read and agrees to the terms.   These terms include the cancellation and refund policy.  We offer a hassle free, no questions asked, full refund of any monies paid within five business days of the transaction. 
  
  The individual who filed this complaint was not forthcoming with the details of her cancellation request. 
  
  First, she did not follow the instructions provided during her enrollment for requesting to cancel and receive a refund.  Please note, the instructions are also saved for each new representative under their personal login allowing them the opportunity to review the terms after their enrollment.   
  
  As per the instructions the cancellation request must be submitted to the corporate office within five business days of the purchase.  The complainant completed her enrollment on Thursday, September 28th.   She did not contact our corporate headquarters until Monday, October 9th to request the cancellation and refund.  Her request for refund was not approved as she was outside our refund policy guarantee. 
  
  Second, the individual accuses her sponsor of giving her incorrect information.  However, the image uploaded with this complaint shows “Friday” as the day the cancellation text message was exchanged with her sponsor.  She states she contacted her sponsor on the 5th business day but Friday was the 6th business day following her enrollment on September 28th.  We also have the dated text message to her sponsor showing the date of Friday, October 6 as the date of the exchange.  Her sponsor gave correct information as this individual was beyond the 5 business day cancellation guarantee.  
  
  Third, our understanding is this individual and her sponsor spoke after the text message was sent regarding her being beyond the time frame for receiving a refund but also discussing the options that were available to her.   According to the sponsor the representative was satisfied with the information provided and proceeded to join a training call the following day, Saturday, October 7th.  The representative also invited four guests who were on the training call with her.  The image she uploaded with her complaint follows suit with our understanding of the interaction between the two representatives.
  
  Our enrollment terms are our roadmap for operations.  We will not be able to honor the complainants request for refund as she was outside the terms of our refund policy.
  
  Thank you and please let us know if you have any questions or require any additional information.  
  
   

  Customer Answer

  Date: 10/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  This whole Surge 365 company is a scam. What they sell you prior to you joining and what they present you is completely different. ********* lied to me about being able to book flights for people as soon as I join which is completely false. After I joined I was told I had to take a training and wait for 30 days. Also, when she was doing the launch of my business, she said she would be offering a free vacation to one of my guests and that was another lie. The launch party was more for her to recruit than my « business launching ». She never offered the so called free vacation. Instead she wanted me to recruit my friends first. How are people supposed to know the business if for them within 5 days when they have to wait for 30 days in order to get started? ********* rushed me to sign the contract and never told me about the 5 days. I do not have time to go back and forth. I was scammed as the product I was presented has nothing to do what I was sold. This surge365 is more of a ponzi scheme than a travel agency business. It is a pure scam and people like ********* are here to rob people. 
  
  
  Sincerely,
  
  ******** *****